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Posts Tagged ‘customer service’

Social Wish List: No Thumbnail Image for Facebook Page Link Shares

March 17, 2014 Leave a comment
Facebook Link Share No Thumbnail

Thank you, Facebook, for once again allowing some pages to share links without a thumbnail image.

Note: This post was written before Facebook apparently allowed at least some pages to again post link shares with no thumbnail image. So thank you, Facebook. – Dan

Facebook has undergone a lot of changes in the past year, but one that has stuck a thorn in the side of many people is that pages must post an image when sharing links.

Facebook took away the option to post link shares with no thumbnails last summer for the pages that I manage. And I have been hearing and reading from others that they have lost that option since that time, too.

Whatever, Facebook.

We don’t care if you took it away to make people’s News Feed more visual. We just don’t care. Sometimes, we (as marketers) want to share links that don’t have an image. We know you gave us the option to upload our own, but that’s not always possible or applicable.

So quit acting like a belligerent teenager who’s making incessantly annoying rules in your own bedroom.

Facebook listens

I was planning to post this asking Facebook to bring back the option for pages to post links with no thumbnail image. But Facebook beat me to the punch.

As you can see with the photo that accompanies this post, I have the option to post link shares with no thumbnail image on all the Facebook pages that I manage.

I had not heard that Facebook was bringing this feature back, but I am very thankful that they did.

Let’s face it, Facebook should give the page managers the option to do so. And why not? If the content they share is not ranked highly, let it be so. Maybe marketers will stop sharing them automatically.

But maybe not. Maybe they want to share it because it’s a key part of their strategy.

Either way, thank you for giving us (or some of us, at least) the option to post link shares without mandating that an image accompany the link.

Note: If you manage a Facebook page, leave a comment to tell me if you have this option. Thank you!

Social Media Wish List: Shared Facebook Lists

January 20, 2014 1 comment
Shared Facebook Interest Lists

Even though I have 25 followers on this Facebook interest list, none of them can help me curate the list.

If you’re like me, when you use social networks, you get inundated by the full stream of status updates, tweets, posts or whatever else appears.

That’s why you use segmented features to navigate the social networks that you use frequently.

Facebook and Twitter have lists while Google+ has circles and Pinterest has boards. As more and more people jump onto more and more social networks, segmented features become an invaluable tool for social network users to navigate through the parts that are most important to them.

Facebook lists

That’s exactly how I’ve come to use Facebook. I rely heavily on Facebook interest lists.

And that leads me to my social wish list, a list of feature that I would like to see on social networks. For Facebook, that means shared interest lists.

Right now Facebook lists work like this: You can combine pages and friends and people you follow onto a list. Do you want to have all of your TV shows together? Make it a part of an interest list.

You can do that for any topic, from hobbies to sports to entertainment and more. (I recommend making one for your hometown, including all the restaurants and municipal pages together, so you can keep tabs on what’s happening around your home.)

You can then share your list, and others can subscribe to it.

But what happens when someone who is following your list finds that they have a page to add to the list? Right now, the only choices that person has is to start their own list, replicating all the work already done, or to contact the list owner and let them know they are missing something they might want on their list.

That’s certainly the situation that I have encountered with some of the lists that I follow. Some of my Facebook friends have similar interests to me, as surely some of your friends have with you. So why do I need to make my own list of Wisconsin food producers when I could allow my friends to help me build it together instead of building ours independently?

How it could work

To me, shared Pinterest boards should be the model Facebook emulates. By that I mean one person starts a Facebook list and can give co-ownership to others to help curate that list. And, just as on Pinterest, others are free to subscribe to (or follow) the list.

Another example of what Facebook interest lists could strive for is Listly. On Listly, users make lists and can allow others to help add to those lists. Facebook lists could be set up similarly. Allow list creators the ability to open up list curation to others.

So, please, if anyone at Facebook is reading this, work on allowing users to give co-ownership of lists to others so that lists can be harnessed by the power of community.

Customer Service Case Study: Jimmy John’s

April 1, 2013 Leave a comment

Jimmy John's(UPDATE: 10:22 a.m. 4/1/13 below)

Yes, I have a food blog, and yes, that means I love to cook at home a lot.

But sometimes I’m tired and worn out and just want a quick meal without work. So I rely on a few nearby restaurants.

Jimmy John’s is one of them. And, after the service they gave us when we ordered from them last week, they won’t be included any more.

Freaky fail

The bad service started when my wife called our order in. The employee did not ask her how she wanted to pay. My wife had to call back to pay by credit card. The employee did not say “Thank you” or “Bye”; she simply hung up.

We have called this particular Jimmy John’s location to place an order before, and sometimes we have our food within 10 or 15 minutes. Freaky fast, indeed.

A long, long wait

But this time was different. In fact, my wife placed the order just before an NCAA March Madness game tipped off. By the time the game had reached halftime (20 minutes of game time plus multiple play stoppages), we still did not have our food.

After waiting for 45 minutes for our food, my wife went to call back Jimmy John’s to complain. Just as she was placing the call, the delivery driver called to inquire about directions. He was close but on the wrong side of a main road. And, for some reason, he thought he was delivering to a business.

We thought this was odd considering we have ordered before and had no hiccups in delivery service.

After we pointed the driver in the correct direction, he arrived about 10 to 15 minutes later. Considering where he said he was when he called, it should not have taken more than 5.

The trouble with money

When the driver arrived, the receipt said $3.62 instead of $11.50, which is what our order cost. We thought that was Jimmy John’s giving us a discount for their service.

My wife signed the receipt and sent the driver on his way.

No sooner had she set the food on the counter when the doorbell rang again.

It was the driver, and he said that the order had been rung up incorrectly and that we owed more money. After a bit of back and forth, my wife signed the receipt for $11.50.

If a restaurant undercharges a customer by accident, and the customer signs the receipt, shouldn’t the business should absorb the undercharged amount? We think so, yet the driver insisted we pay the full $11.50.

Managing expectations?

After all of this, my wife called the store and spoke with the manager. He said the service was not good because he had new employees, and he would speak with them about their performance.

What we expected was for the manager to say he would charge us just the $3.62 or some other similar recompense.

She also emailed a complaint to the corporate email account. We have not heard back yet, but I will update this post if we do.

(UPDATE 1): Jimmy John’s called my wife in regards to her corporate complaint and will be sending us a $15 gift card and said the service we received was not on par with what they strive to achieve. We appreciate that.

Sound off: Have you ever had customer service so bad that you stopped buying from that business?

Categories: business Tags: ,

Can Users Still Trust Other Google Products?

March 18, 2013 6 comments
The Death of Google Reader

Creative Commons photo by Irish Typepad

As I sit here, most of my Twitter stream and lots of people I am connected with on other networks are complaining about the impending death of Google Reader.

I’m right with them, in spirit at least.

Google has not shown as much support for it as it has for its other products. And it’s become clear after a petition to save Reader that the product has a big and devoted audience.

So it stands to reason: Can users continue to trust other Google products?

Google stalwarts

Make no mistake: There are some products that users can continue to use. Gmail, Google+, Analytics, AdWords and YouTube should all be safe. They’re among the best products or have no true competitors.

But what of others? Blogger, Calendar, Drive. They’re all products I use on a daily basis, but they are certainly other options out there if I lost faith in Google.

Consider in addition that Google ceased AdWords functionality in Feedburner in the past year.

All hail Google+

That Google has pulled support for Reader based on what others perceive as it being in competition with G+ demonstrates to users that Google is not afraid to pull its products, even if the user base is there.

Certainly it is not what it used to be, but based on petitions to save Reader, it’s safe to assume there are lots of people, like me, who use it every day.

How do you feel? Will you continue to use other Google products?

My Social Media Wish List for 2013

January 14, 2013 Leave a comment

Instagram and Twitter: Please get along nicely! Creative Commons photo courtesy of HighTechDad.

If you use social media tools every day like I do, then you’re bound to find a hoop here or a hole there that you have to jump through.

Sometimes it would be easier if that wasn’t the case. Sometimes you find yourself wishing for something that would make your life easier.

These are the things I hope happen. This is my wish list for social media for this year.

Engaging content

Too often do brands or bloggers or whoever post content on social sites that is, frankly, not good. Too often do they do the gimmicky thing and post something that isn’t necessarily relevant to them just to garner likes or comments.

Let’s stop this.

Let’s start posting content that is better than that, content that is relevant to the brand and its customers, content that unique.

Networks playing nicely together

Be honest: You, too, got sick of the bickering among networks last year. Most recently, Instgram and Twitter having a tiff over not showing photos in tweets. But there are certainly more examples.

Social media users are tired of it. We just want to use the networks we want and for them to get along. (Yes, I know this is a pie-in-the-sky wish and that it will not happen. Still …)

Mulitple managers for Facebook interest lists

Here’s a more tangible wish. I love Facebook interest lists, and it’s how I navigate the network now.

But I would love to be able to share managing duties of a list with another Facebook user. Already I have encountered a handful of situations where I had a list but a friend made their own because they could not add to mine. Make it happen, Facebook.

What do you wish to see in social media this year?

5 Key Thoughts from the PR + Social Media Summit, #prsms

October 15, 2012 4 comments

Photo courtesy of Gee Ekachai via Instagram

Last week the 4th Annual PR + Social Media Summit was held, and if you weren’t there, well, you were probably following along from home (read: work) at the #prsms hashtag.

Right? Right.

Just in case you didn’t go and weren’t listening on Wednesday, here’s a rundown of 5 key thoughts to take away from the summit.

1. Not Everything is a Social Media Crisis

Augie Ray in his keynote burst some social media bubbles and at the forefront were crises. Not everything that appears as though it’s a crisis will turn out to be one.

As an example, NBC took a lot of heat for its Olympics coverage this summer. The tape delays were probably the most known one, but there were several other public outrages, too.

But NBC ended up garnering its highest ratings for the Olympics, and the network, which forecast itself to lose $200 million in the process, ended up breaking even.

2. Tell Your Story Visually

Gee Ekachai, whose Instagram photo is featured in this post, presented about that social network at the summit.

The main takeaway from her presentation? That visual storytelling is growing and so popular because it can cross language barriers.

(As an aside, I share a lot of pictures of my dogs on Instagram. I was happy to learn that the first photo on that network was of a dog.)

3. “Not Everyone Is Going to Be a Fan of Your Brand.”

I tweeted this quote, but forgot to give credit to its author. And now I can’t remember.

Regardless, it’s an important reminder. As much as anyone involved in social media is fixated on growing a brand, getting new likes and followers, it’s important to remember this.

Some people won’t be swayed and that’s OK. Instead, try to recognize those who love your brand, and give them content and interactions that will continually solidify that feeling.

4. Listening is of the Utmost Importance

“Brands who pay attention, get paid with attention,” said Molly McKenna Jandrain during her breakout session on “Sharing Your Brand Story.”

To me it seems like social listening is not talked about as much as other parts of social media like humanizing, tools to use or metrics to track.

But listening is half of social media — by definition, social media takes two partners, and you have to listen to the other partner to keep the interaction going. If you’re not listening — and even if you are — take time out to see how you can improve in this area.

5. Be an Industry Leader

No, those aren’t words that Nick Symmonds uttered about himself, but he might as well have done so. He’s an industry leader for Olympic athletes.

Nick seized an opportunity this year and sold a space for a tattoo on his shoulder through eBay. Summit sponsor Hanson Dodge Creative won the auction, and the two have a mutually beneficial relationship because of it.

The auction started because Olympic track athletes can show only one logo when running in races, and Nick wanted to bring attention to that and get it changed. He has brought a lot of attention to the issue, and he has found opportunity where none existed, by partnering with Hanson Dodge and growing his personal brand.

That’s what happens when you’re an industry leader.

Read more about the summit

You can read some of my curated recaps on Storify:

And if you still want to read more, I recommend this recap — 3 Takeaways from #PRSMS — from my Twitter friend Abi.

Twitter’s Newest Problem: Hashtag Spam

August 20, 2012 12 comments
Twitter hashtag spam

Twitter hashtag spam of #smcmke. Photo courtesy of @carrieatthill.

No one likes spam. Get rid of that filthy flim-flam.

No matter whether it’s email, social media or snail mail, you can hear someone’s eyes roll when they encounter the nasty trash.

Social media sites have been battling it for a while. Twitter has had an up-and-down relationship keeping spam accounts at bay.

A growing problem

But the trend on Twitter has been for spammers to target hashtags. And during this past week, I saw that firsthand quite a few times.

It’s time for Twitter to make this priority No. 1.

Why it’s top priority

Users can block and report spam accounts, but it’s disruptive when hashtags are targeted.

Normally, users are having conversations or chats on those hashtags, so spammers block the flow of those conversations. And the time it would take to block and report all those spam accounts while in the middle of a chat? No thanks.

Room for complaints?

One argument I’ve seen often is that Twitter, like other social media sites, is free, so we shouldn’t have to worry about complaining. Remember: It’s free.

To a point, I agree. But the amount of spam that I saw in hashtags in the past week speak against that point.

Some complaints need to be aired.

Do you think hashtag spam is Twitter’s top problem right now?

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