A Clear Look At The Future

Corning is Known For Progress and Great Cook Ware!

Don’t you often wonder where technology is heading? I mean we’ve seen glimpses of the all Internet house where appliances turn on automatically and cars that communicate. But, what’s next around the corner after the iPad?

A GLASS HOUSE

Well, you don’t have to wait any longer for Corning Incorporated, the world’s leader in specialty glass and ceramics, has produced an eye-opening, jaw-dropping video of how a glass surface will become our phone, Internet, TV and main device. Eric Bryant, also known as TheReCoach on twitter, shared this wonder with us last Saturday at our Social Media Mastermind of Orange County meeting. And it blew me away – so much so that I knew I needed to share this with you too.

At first, I dismissed it, because prior to this video, my only experience with Corning was owning a Cornflower Blue cooking dish. You know what I mean right? Just about every kitchen has one! They’re everywhere and a staple of home meals.  However, after doing a bit more research, I found out that Corning has been in business over 160 years. And they are more than cookware. Corning creates and makes keystone components that enable high-technology systems for consumer electronics, mobile emissions control, telecommunications and life sciences.  Who knew?

So sit back and enjoy this clear glimpse into the future by watching “A Day Made of Glass by Corning.” This is a fast-paced five minute video that has been viewed over 9 million times on YouTube, proving how many people will love these products.

BRING ON THE FUTURE – WE’RE READY

This video reminds me of Walt Disney’s Carousel of Progress. Walt Disney’s Carousel of Progress was an attraction sponsored by GE at Disneyland in the late 60′s and early 70′s. I loved this ride and went on it often for the lines were always short and well, it gave you a chance to sit down and relax. But, as a young girl, I marveled even then at what the future was going to hold. And now, this video that Corning produced gives me the same type of excitement. I’d be happier than a clam if only half of these ideas came through, wouldn’t you?  Heck, if this stuff is possible, maybe Wonder Woman’s plane maybe a possibility.

In closing, I’m going to leave you with the words from Walt Disney’s Carousel of Progress theme song…for I feel they are just as fitting today as they were then.

There’s A Great Big Beautiful Tomorrow

There’s a great big beautiful tomorrow
Shining at the end of ev’ryday
There’s a great big beautiful tomorrow
And tomorrow’s just a dream away

Man has a dream and that’s the start
He follows his dream with mind and heart
And when it becomes a reality
It’s a dream come true for you and me

So there’s a great big beautiful tomorrow
Shining at the end of ev’ryday
There’s a great big beautiful tomorrow
Just a dream away

HOW TO SET UP A TWITTER ACCOUNT

Twitter was one of the most valuable sources of communication immediately after the earthquake and tsunami struck Japan recently. Those affected by the quake and tsunami were able to send out tweets even though they were not able to make cell phone calls.  These tweets meant the world to their loved ones for they could physically see that their family member was alive and/or needed rescuing.  Twitter literally saved lives.

TWITTER TO THE RESCUE

With that being the case, I recently wrote about the importance of having a Twitter account in the case of emergency.  You don’t have to use it, but you should understand how to when needed.  To help show you how easy it is to set up an account I’ve produced this brief screen cast.

If you have any further questions, please just let me know. Enjoy and be sure to set up that account! You mean too much to me not to have one at your finger tips!

The #1 Reason You Should Be on Twitter-It Could Save Your Life

Sign up for a Twitter Account Today!

Last week’s devastating earthquake and subsequent tsunami in Japan proved how valuable the micro-blogging platform Twitter has become.  Japan’s catastrophe proved that Twitter can literally save your life. No kidding.

If you have people in your life that you hold dear, you need to make sure that they are on Twitter. They don’t need to tweet regularly or often or ever. They just need to know how to use it on their mobile phones in case of an emergency when phone lines and cell towers and the Internet are failing around them.

Although this is an utter travesty, good is coming out of this crisis in Japan.  From it, we are learning a great deal about how to communicate effectively in emergencies and how to build structures that will withstand large scale earthquakes.

The good that I am taking out of this is the fact that moments after the giant temblor hit, Twitter was the first means of communication that broke through. When cell phones were not able to connect and when the Internet was down…those on Twitter were able to send out messages that they were alive and/or trapped and needed assistance.  Twitter is the new cry for help! It’s absolutely amazing.

VALUABLE HASHTAGS

I previously mentioned that Twitter is the new customer service, but now, it is the new life-saving service.  To see for yourself type this in your browser:  search.twitter.com and search  #Fukushima to find out the status of the nuclear explosions there. Or this hashtag # J_j_helpme to see tweets from survivors requiring help. Or # Jishin for general information.  You will have trouble reading these tweets for they are in Japanese, but thanks to Google Translate you can read their messages. It’s like having your own news service at your finger tips.

CLOSE TO HOME

I live in Southern California and as a life-long resident I am well aware of our famous nuclear power plant in San Onfre. Thanks to the swift thinking of a fellow Corporate Media Strategist  @darinrmcclure we now have a means to receive updates via twitter regarding that particular plant.  Darin advised them to start using its twitter account to update residents on information they are receiving about Japan’s nuclear power facility and also to use to send residents news associated with that facility. And thanks to Darin’s suggestion, Southern California Edison is doing just that on the twitter handle SCE_SONGS (Songs stands for San Onfre Nuclear Generating Station). I highly suggest you follow @SCE_Songs and @darinrmcclure.

SCE's San Onfre Power Plant Now is Offering Twitter Updates @SCE_SONGS

TWITTER IS SIMPLE

Some of you may think that Twitter is a marvelous tool, but you just can’t see yourself ever using it.  There are probably two reasons you are thinking this way – the first being you think it’s too difficult to learn and secondly, you might not have a mobile phone that is Twitter-ready.

My blog is called Honestly and therefore, I make a point of it to never lie, so believe me when I say to you that Twitter is super easy to learn. And I promise to show you how in a later post this week. I’m hoping I can use my Mom as my example for I need to teach her how to tweet. If she can learn it, so can you.

Regarding not having a smart phone that can tweet, I do understand that point. However, if you have access to the Internet via a desktop or laptop or iPad…then I want you to start on Twitter that way.  You don’t have to have a mobile phone to tweet, you can do it for free over the Internet.

I highly recommend you set up a Twitter account now and that you should use your real name. Your name may be taken so you might have to add a middle name or something like that.  But, let’s say you have a loved one who is on Twitter and they were in Japan near the earthquake.  You would be able to see what their last tweets were and even message them that way by using Twitter on your computer.  It’s just good common sense for you to be on Twitter.

I am really passionate about this cause because I care about you too much. I don’t want one of your relatives ever to worry about you if a flood comes into your town, or a hurricane, or a tornado, or an earthquake or mine explosion.  I promise I’ll teach you how to use Twitter, so please stay tuned for help is on the way.

You can follow me on twitter @cindyronzoni and my PR company @socialspread.

My heart and prayers go out to those affected by the devastation in Japan.

Cindy

New Media Strategies F Bomb Tweet KO’d Chrysler Account

One Word Posted on the Internet Can Ruin Your Reputation and Business - Chrysler Fires Its Outside Social Media Firm

A couple of days ago I wrote about corporate apologies and the need for them to be sincere, uncorporate-like and honest. And now 24 hours later, I’ve got a real-life example to share with you ripped straight from USA Today’s headlines.  USA Today Reporter Chris Woodyard has been covering Chrysler Motor Corporation’s sticky situation with its outside social media firm, New Media Strategies (NMS).  Apparently, Chrysler hired NMS to handle its official ChryslerAutos Twitter account.  Things were fine until earlier this week when an account manager from NMS tweeted out a comment from that respective Twitter account that included the “F” word.

ONE WORD CAN TAKE DOWN YOUR REPUTATION

Here’s the actual tweet.

I find it ironic that Detroit is known as the #motorcity and yet no one here knows how to (expletive deleted) drive.

Chrysler sent out an apology immediately.  NMS apologized as well and promptly terminated the employee.  However, that was still not good enough for Chrysler.  Today, Chrysler fired New Media Strategies.  From one single tweet, that firm lost a major account.  That’s why I harp on this so much – you always need to be careful of every word you post on the Internet!

You might think Chrysler’s action was a bit severe. But, I don’t in the least. I believe their decision was correct.  Chrysler “trusted” its brand with this outside firm and they did not provide proper care.

WHO’S ON YOUR ACCOUNT

The lessons in this case study are two-fold.

1) If you are a social media agency that is hired by clients, then you are solely responsible for every word, phrase, design, tweet and Facebook contest that you provide. You are responsible for oversight, editing, political correctness – everything. It’s not the job of the client to proofread and review your work. They are trusting you with their brand and usually paying you handsomely for it.

2) If you are a company hiring a social media agency, then you are responsible to thoroughly check out the firm and each person who will be assigned to your account. Request work samples from each rep on your account and try to have a meeting to personally meet each person. You can tell a lot from how a person talks and presents themselves to determine how they will act online.  Know who you are trusting your brand with…do your homework.

With that being said, here’s the statement that NMS sent out about their firing.

New Media Strategies regrets this unfortunate incident.  It certainly doesn’t accurately reflect the overall high-quality work we have produced for Chrysler.  We respect their decision and will work with them to ensure an effective transition of this business going forward.— Pete Snyder, CEO, New Media Strategies

This to me sounds like the statement did get passed through the legal approval mill. It’s a typical corporate response and since NMS is a social media agency, I would have thought they would have taken a more personal stance with this issue. For clearly, the onus is on them and not on Chrysler. I felt the statement made by Mr. Snyder was a non-apology and it did not in any way take the blame for the incident. So I decided to take a stab at writing a version that I felt would have been more appropriate.

Here’s what I would have suggested if I handled the PR for NMS.

New Media Strategies is sorry for the unfortunate incident that portrayed Chrysler’s brand in an unfavorable light. It was never our intention to represent Chrysler’s stellar reputation in this manner and apologize for any offense this incident may have caused the company and its customers.  We respect their decision and will work with them to ensure an easy transition of this business going forward. This was an isolated incident and one that is not indicative of the quality of work NMS provides its clients. We have enjoyed working with Chrysler to promote its services through social media and hope to join forces with them again in the future.

This is a great case study for all of us – business owners, social media experts, marketers, publicists and communicators. Be careful about who are you trusting your brand with. Is it in good hands?

See ya online,

Cindy

SEND TECH GURU JEFF PULVER VIDEO BIRTHDAY GREETINGS

This is a sponsored post–I am a volunteer member of the SMMOC.  My pledge to you is that I will always disclose every affiliation on my Who I Am page.

#140CONF CREATOR JEFF PULVER VISITS SOUTHERN CALIFORNIA TO ATTEND BIRTHDAY EVENT HOSTED BY THE AREA’S LEADING SOCIAL MEDIA CLUBS, WED. SEPT. 15 AT KIMERA RESTAURANT LOUNGE

Social Media Mastermind of Orange County (SMMOC) and Social Media Club of Orange County (SMCOC) Co-Host an “Open Source” Birthday Bash in Honor of Pulver’s Upcoming #140ConfLA, Oct. 4 & 5

Followers of Pulver Can Send Personal Birthday Greetings by Posting Video Messages on SMMOC’s Video Channel in Association With the Event

IRVINE, CA – September 8, 2010 – Southern California’s two leading social media clubs, Social Media Mastermind of Orange County (SMMOC) and Social Media Club of Orange County (SMCOC), are co-hosting a birthday event honoring #140Conf creator Jeff Pulver. The event, #140Conf Birthday Bash is being held Wednesday, September 15, from 7 to 10 PM at Kimera Restaurant Lounge, 19530 Jamboree Road, Irvine, CA. The special party is open to the first 400 people who register online via the EventBrite custom page.

Pulver, recognized the world over for organizing conferences focused on real-time Internet, is making an exclusive appearance in the O.C. Attendees will be able to meet him in a casual environment and engage with each other, while collectively exploring the effects of the emerging media on business.

“Not only is Jeff Pulver revolutionizing normal business practices as the curator of the #140 Character Conferences, but he is inspiring individuals worldwide to make a difference by sharing their thoughts and ideas,” said Robert Watson, one of the party’s organizers and founder of SMMOC.  “It is our hope that in the near future Jeff will host a #140Conf in Orange County and with that, our region can further impact the world 140 characters at a time.”

Said Pulver: “Orange County continues to influence the world through its high-tech and entrepreneurial enterprises and now it is gaining recognition as a leader in localized social media.  I am honored that the SMMOC and SMCOC are co-hosting this event to help me promote my upcoming Los Angeles #140Conf on October 4 and 5 at the Music Box Theater.”

For those unable to attend the birthday bash, fans and followers of Pulver can send him birthday greetings by posting video messages through SMMastermindOC’s YouTube Channel. These personalized Pulver Birthday Bash V-Card messages will be a featured component at the party and both event hosts encourage worldwide participation.  The video card messages are open to everyone.

Fans who would like to send Pulver birthday greetings can do so by following these three simple steps.

STEP 1 – Record a short “happy birthday video” of 30 seconds or less.

STEP 2 – Upload the video to your own YouTube channel. Create a link annotation in the video once it’s uploaded and link that video back to the original SMMastermindOC video at http://www.youtube.com/watch?v=d-BMmQ.
STEP 3 – Post the newly produced video as a “video response” to the original SMMastermindOC recorded piece.  And that’s it.

As the #140 Character Conferences are organized to foster conversations between its guests, the environment for the Pulver Birthday Bash is equally as important.  With Kimera Restaurant Lounge as the site for the event, attendees will be able to mingle freely while sharing ideas.

“Bringing people together to share good food, conversation and music is the concept behind our newly minted Kimera Restaurant Lounge in Irvine. We want our guests to unwind and enjoy themselves amid our relaxed, comfortable surroundings and the #140Conf Birthday Bash perfectly complements our engaging style,” said Marc Ghoukassian, the restaurant’s proprietor.

(Note to Media: Media are encouraged and welcome to attend if approved prior to admittance. To RSVP or to learn more about the event, contact Cindy Ronzoni via her email address:cronzoni@gmail.com.)

Continue reading “SEND TECH GURU JEFF PULVER VIDEO BIRTHDAY GREETINGS” »

Twitter is the New Wire Service

Tiger Woods learned about his Ryder Cup standing via twitter.

This morning while I was working out ESPN reported that Ryder Cup Captain Corey Pavin denied that Tiger Woods was getting one of the four wild card spots on this year’s 2010 U.S. Team.  Pavin further went on to say that the official announcement will be made September 7.

OK, you may be saying, big deal, Cindy – this is just an another announcement.  But, it wasn’t. This story broke on twitter. Yes, the Ryder Cup Captain held his own presser (press conference) via twitter. He controlled the news by breaking it –which led me to think about how different the present PR practices are from the past.

In the past, news was usually broken by a scheduled press conference. But, today, celebrities/politicians and those in the public eye are taking matters in their own hands.  No longer do these public figures need to rely on an establishment or a PR firm to announce their latest endeavors.  Now, they can just tweet it and the results are just as effective as a press conference.  Heck, besides messages, you can tweet out images, videos and power point slides too. twitter does it all.

So the question really is …are press conferences things of the past? The answer to that is definitely no.  However, they are not as prevalent or necessary as say last year.  Not only is this sad news for PR agencies, but for the news media.  I mean – how in the world is the news media going to monitor every one’s twitter account? You need a mighty big tweet deck to do that to catch breaking news.

Ryder Cup Captain Corey Pavin's tweet

However, if we unravel how Pavin was able to get the word out successfully today (@RC_Captain_2010), I’m sure that among his nearly 7,000  twitter followers, some of those folks were members of the golf media.  Thus, they must have seen it and retweeted and reported it. With one little 140 character message, Corey Pavin broke news in less than a minute and then went about his day. There was no need to set aside a block of time to phone the sports media.  All it took was a one short message to get the message out. I personally think this is marvelous.

This was a great case study and it’s only the start.  I think the journalists of the future will have large monitors on their desks and be assigned certain people to follow on twitter. I can only see this area growing…twitter has now become the new wire service.

Fake But Fun PR

Fake but fun twitter accounts - A PR Nightmare

In the past about the only fun a publicist could have in her messaging would be writing a creative lead paragraph in a press release.  Yes, all press releases are creative…but sometimes you get to work on a product or content that lends itself to a more informal tone in your missives.  For instance, if I was publicizing “The Last Comic Standing,” I’d probably start the release with a joke from one of the comedians.  But, I’m seeing a whole new arena now open up for us PR folks thanks to twitter with fake PR accounts.

Case in point – the @BPGLOBALPR twitter account-I first found out about it through an article in Wall St. Journal. It’s a great read and I highly recommend it — But, if you can’t take a look at it here’s the opening paragraph  for you –”A Twitter user with an account dubbed BPGlobalPR is posting satirical entries about the massive oil spill in the Gulf of Mexico — and already has more than twice as many followers as BP America’s actual account.”

Oh, the real BP PR team is not happy about this counterfeit account. However, at the same time, BP acknowledges that people are using this vehicle to express their views about this catastrophe and they are not shutting it down. The other surprising antidote about this fake PR account is that several people thought it was the real deal!  This is an interesting idea for citizen protests and something PR pros need to think about and figure out how they would handle it if it happened to a client.

To give you an idea about what they’re writing — here’s some example tweets from BPGLOBALPR :

  1. We respect your outrage, we just don’t believe it’s sustainable. #exxonvaldez #bpcares 9:52 PM Jun 13th
  2. Investing a lot of time & money into cleaning up our image, but the beaches are next on the to-do list for sure. #bpcares 8:19 PM Jun 13th v
  3. On behalf of England, I declare war on the United States. Now, does anyone need fuel for their tanks and jets? ^Tony
  4. Opening more wells in the Gulf! We’re drilling for ALL the oil down there to ensure this never happens again. #4yoursafety
  5. Millions of people live in the gulf. If each one donated just a few thousand dollars, we’d have enough $ to fix this mess. #bpcares 2:11 PM Jun 11th
  6. We are not killing animals in the gulf, we are creating fossils in the gulf. Have a little perspective. #bpcares

These fake accounts are all over the web.

In the film industry, there’s @FakeParamount. Some recent entries include:

  1. Congrats 2 Weinsteins on acquiring Michelle Yeoh film Reign Of Assassins. It’ll look good on the shelf with the other films U never release. 4:19 PM Jun 11th
  2. Wanted: Brilliant foreign directors to direct bland & boring action movies. Just like John Woo, you too can direct movies like Paycheck! 12:15 PM Jun 11th
  3. You weren’t suppose to know that selling toys comes before the script. Doh! (via @arlenecharris) you mean this one? http://ow.ly/1XmtR 12:05 PM Jun 11th v
  4. Ever wonder what would happen if the Titanic was a Transformer? Wonder no longer! James Cameron & Michael Bay unite for TitanicFormers 3-D! 10:38 AM Jun 11th

Or my personal favorite…@facebookPR. Take a look.

  1. Moving all of our servers to Sweden next week so we can really go rogue with our privacy policy 7:06 AM Jun 14th v
  2. Working hard on our new Bing-like backgrounds 6:56 AM Jun 14th
  3. Instead of location, age, relationship status, we’ll be showing advertisers your pics so they can tailor ads to you further 4:20 AM Jun 13th
  4. Great morning. Just found a way to give more of your personal info to advertisers. 4:19 AM Jun 13th
  5. Typical girl on Facebook: Hey, friend me so I can see if that girl I didn’t like in High School got fat. 7:57 AM Jun 12th
  6. Typical guy on Facebook: Hey, friend me so I can see pics of your hot friends. 7:56 AM Jun 12th

And individuals are getting there’s as well….poor Carol Bartz, CEO of Yahoo!…there’s a fake account for her too….I guess it’s the ultimate form of online flattery right? That’s one way to spin it….Anyway, @fakecarolbaratz….you’ll see activity like this:

  1. RT @ivan_d Yahoo is serious about social: cafeteria sandwiches named Status, Update, Connect :) http://twitpic.com/1wta2x All in a yrs work 12:25 PM Jun 14th
  2. Announcing 2 company wide bans effective immidiately: Google as default homepage setting and combovers. 11:52 AM Jun 11th
  3. About the $0.00 check @LeanBlog We’ve recently started letting users know exactly how much we value them. You got your answer, now scram. 9:17 AM Jun 11th
  4. The hype for that new Apple thingamajig is deflating faster than my futon. 1:18 PM Jun 8th
  5. <3′s Bourbon Watermelon Fridays! 4:25 PM Jun 4th
  6. I consider much of what Google does to be on par with plastic cutlery. Cheap, poor usability and disposable.

There’s a lot of people who have extra time on their hands don’t you think?  But, here’s my PR tip for you…go ahead and register a fake twitter account for your company and top CEO-but never use it.  That way, you’ll own the account names and others can’t use FAKEcompanyname for your business.  That won’t stop them, it will just make it a bit harder for them to gain some followers using a name that isn’t as recognizable.

I’m off to read some more fake news….

The real not fake

Cindy

Solutions

Final Thoughts on A Great Conference

This will be my final post as a credentialed press member of the NCTA’s “The Cable Show.”  As the exhibits close and the out-of-town executives fly away, The Cable Show will have a lasting effect on all attendees and the even the City of Los Angeles.  Downtown LA was the perfect venue for a conference of this large scale and it performed brilliantly from the food served to a variety of space for events and parking.  It was all good; in fact great.  This convention was indeed important to the city and with that, the Mayor even stopped by.  Of course, more important that the venue choice, was the staff that tirelessly worked on this conference for over a year to make sure every “i” was dotted and “t” crossed.  It ran like clockwork – congrats NCTA staff!

The Exhibit Floor was the Place to Be!

The exhibit floor offered attendees a plethora of choice in information, tchotchkes and celebrities. You name it – and it was here. Cloud TV, video streaming, national networks and even 3-D TV.  The CSPAN digital bus was parked on the floor; Indians and their teepees were present at RFD-TV; Larry Flint posed for autographs in the Hustler TV booth and the Kardashians graced the conference thanks to E!

As far as goofy giveaways, the conference is now becoming knows for bags.  Bags were the #1 giveaway item hands down.  Epix had the best – a gigantic over the shoulder vinyl number and then there were the others:  Nat Geo Wild’s burlap number and a patented leather beauty from AETN.  Alcohol and smoothies were continually flowing and star sitings were common all day long.  Ion Television had the best items in my opinion – each day they mixed up their gifts from watches to pedometers to jump ropes. The choices made you stop by once each day. Well done.

Today’s content centered about broadband with NCTA’s President and CEO Kyle McSlarrow interviewing FCC Chairman Julius Genachowski. The early morning exchange was cordial and eye opening in the aspect that these two forces still have a great amount of work to do in making America more broadband literate.   A word that kept being used today was “adoption.”  This adoption is not about orphans, but used when referring to people who need to subscribe to broadband. For America is lagging behind other countries in this area and the more people who subscribe to the service, the better is it for all as that is the way that the percentage of users will increase.

FCC Holds Press Conference at The Cable Show

On a PR note, FCC Chairman Julius Genachowski held a special press conference later in the day in which the same was basically reiterated.  But, I found it interesting to observe his media rep, Jen Howard. She stood by his side, stoically, for fifteen minutes. She also announced that there wouldn’t be any follow up questions, I have never seen that practice before – but she didn’t stick to that.

But, basically I did notice something that the FCC Chair kept saying…and I liked it.  He said over and over that we need to “understand problems and try and find solutions. “ Wouldn’t the world be a much better place if we were all in the solutions business!!!

In addition to that nugget, he further stated that he wants to keep the Internet an open source and make sure that it’s safe for use.  He’s all for consumers and allowing them to get information when they want it on the Internet. He also said he and his staff are holding workshops over the net-I’ll have to check that out.

The second session I attended looked at social and traditional media and the panel reflected that with the heads of Showtime, Tivo, Cablevision, William Morris and Twitter waxing eloquent about the subject. The ipad was banted about freely as a game-changer as was the idea that premium content will always be at a premium (pardon the pun.)

When twitter was thrown into the conversation – that’s when it got interesting.  Ari Emanuel from William Morris said that its his job is to make sure he get the most for his clients, including the power that their social connections bring. For instance, Twitter King Ashton Kutcher (nearing 5 million followers) twitter account brings power to products if he endorses something.

NBC Universal Gave Attendees a Night to Remember

Before closing, I would be remiss if I did not mention the stellar party thrown in our behalf last night by NBC Universal. They opened up Universal Studios for a private party for convention attendees that include a concert by Maroon 5; catering by Wolfgang Puck and free arcade play.  It was the closest thing to nirvana. I was finally able to ride “The Simpsons Ride” too. I didn’t win a stuff animal last night, but many did. I didn’t hear of one person who didn’t have a marvelous and memorable time. That gesture sure spoke volumes about the need for LA to host this convention at least once every ten years.

With that and my 900 twitter followers, I am signing off from my duty reporting on THE CABLE SHOW.  A giant thank you for all who made this possible and graciously accepted me into their ranks. I now have to go on a major diet for I ate up a storm these last four days. The food like the conference was filling, fruitful and fabulous!

Cindy

Customer Service is Now On twitter

DirecTV made me a happy customer today

Do you have a twitter account?

If you don’t, this post today may change your mind, because the best device out there right now, hands down, for customer service is twitter. And to back up my words, here’s a real-life case study that happened to me this morning.

I was starting out the day by paying bills and when I opened my DirecTV notice I saw an increase. Yup, DirecTV had a cost of living increase on my bill. It went from $109 to $115.  I had been paying for the premier service and hence, I knew that I was paying for a higher priced package.  But, now that I am in transition, every penny counts so I knew it was time to change packages.

So I called the 800 phone number to DirecTV and got a nice enough, but non-understanding drone. She read and re-read me my options and didn’t hear a word I said. All she could offer me was a $10 discount for 12 months or $20 off for six – and then after that period of time it would jump back again to the $115 package.  Even though I have been a loyal customer since I became a home owner in 1999, it didn’t matter. DirecTV was not budging one inch even after I asked to speak to her supervisor, Shauna, a resolution specialist.  Shauna was an exact copy of the first one. Just read me my rights.

Now, I did tell the sales reps that I am a cable executive and know how this end of the business works. I also added that I was an industry blogger and that I know several executives at the company (which is the truth). I didn’t tell them this to leverage a better deal, but mostly to warn them that I would probably blog about this. They didn’t seem to care.  So the conversation ended with me telling them that I wanted to talk to someone else at DirecTV who would care that I have been a loyal customer. Shauna replied that there was no one else for me to talk to at DirecTV.  I said I’d call someone at its El Segundo Headquarters and bid her good day.

I was a bit furious so I got on twitter and starting asking if anyone else had similar problems.  And then after a clear moment of thought, I searched for DirecTV on twitter and realized that they had an account. So I sent them a tweet.

Here’s how it played out.

After my little twitter rants, about five minutes later I got a message from DirecTV on twitter.  Marvelous.

Continue reading “Customer Service is Now On twitter” »

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