Social Media is not the answer

by Stan Phelps

in what is lagniappe?

Don’t Put the Cart Before the Horse

OK… maybe the title of this post is pejorative on Social Media Day. I’ll admit Social Media is part of the answer, but let’s look at some basic facts to consider:

  1. 90% of word of mouth is offline
  2. You have no control what people say about you, you only have control over how you make them feel
  3. The ‘me’ in social media is about the me in customer, not the business

You need to be talkable as a business

I’m not a big fan of Bonnie Raitt (in fact I generally loathe only two types of music . . . ‘country and western’). That said, her song, “Let’s give’em something to talk about” speaks volumes about the importance of customer experience (cx).  CX is the igniter of social media.

Using a little artistic license (apologies Bonnie) on the song lyrics:

Let’s give them something to talk about
A little lagniappe as they wonder out
Let’s give them something to talk, blog, Facebook and tweet about

Do you agree?

{ 4 comments… read them below or add one }

1 Brandon Spaulding June 30, 2011 at 12:15 pm

Completely agree! This is what I try and tell people everyday!

2 Eric Wargo June 30, 2011 at 2:37 pm

People like the remarkable. So therefore I couldn’t agree more with the post. Of course talking about social media can be what you need to talk about.

3 Stan Phelps June 30, 2011 at 9:31 pm

Thanks Eric. Remark-able is the goal

4 Stan Phelps June 30, 2011 at 9:32 pm

Your lips to God’s ears. Thanks for commenting Brandon.

Leave a Comment

CommentLuv Enabled

Previous post: JanSport zips its way into the Purple Goldfish Project

Next post: WoodWinters delivers the vintners dozen