Big businesses using social media to improve customer experience

As a consultant working in the field of service management I am always looking for examples to use with customers.

Last week I had a really great personal experience of how a big business can use social media to improve customer experience.  After a frustrating period of service problems with my home broadband connection I posted the following post on Twitter in conversation with my friends: “Good Morning All! I ask myself “will today be another frustrating Battle with Virgin Media day”?    

Imagine my surprise when @VirginMedia tweeted back to me shortly later to ask if there was any way they could help with my problems.  I was impressed that they are not just listening but also pro-actively getting in touch. After an exchange of emails to explain my problems I was called by someone of influence who listened to my issues and set someone to work on solving them. This was an unusual and suprisingly refreshing experience I have to say.

The next train of events resulted in the VirginMedia representative not just resolving my issues, but also understanding where some of their internal processes and systems could be improved to prevent similar things happening for other customers.  I have to report that their service recovery was brilliant. It reminded me that the true measure of a good service company is how well they recover when the inevitable service issue arises.  When the problems were eventually closed I tweeted again a short message to say how pleased I was: “those nice folks @virginmedia proactively tweeted me to find out and sort all my problems and made me a very happy customer again…”  It was only a few minutes later that I got a message back thanking me for my positive endorsement.

I think this is a great example of a company using Twitter to listen to the opinions of customers.  In doing so they not only put my problems right but also turned me into a strong advocate for their services.  The several hundred people who listen to me, and in turn to their friends,  now know that I rate the VirginMedia service highly and that is important in today’s word-of-mouth marketing world.

I think more companies should take heed and embrace Twitter and other social media platforms to engage with customers for mutual benefit.  Why not try it and see the results for yourself. Get in touch if you would like to discuss how you can integrate Social Media into your service operation.

James Rock  www.cultivar.co.uk  or find me on Twitter: @james_rock

Avoiding Mediocrity – An Exemplar of Sustainability…

Do you ever wonder if those reports you hear about a company’s Corporate Social Responsibility (CSR) and Sustainability programmes are for real? or, like me, do you often think they are mere “Greenwash” i.e. all words and no action – talking it up, but not walking the talk? As a consultant working in the field I have come across more than one company who says all the right things but fails to put them into practice.

So I was really enthused last week when I came across a company that seems to really be putting its weight behind the development and implelentation of sustainable practices.  Adnams of Southwold are part of the historical fabric of this up-market seaside town in Suffolk.  After sampling some of their wonderful range of beers in local pubs, I came across the Sole Bay Brewery in the heart of town, then their fantastic new  flagship Cellar & Kitchen retail outlet, and then a magnificent new 40,000 square metre distribution centre on the outskirts of town, which boasts the largest green roof in the UK. Later that weekend I sampled really good food and wine at The Crown Hotel – owned by Adnams along with another major hotel in town. Everything that I observed about Adnams further convinced me that this is a company that gets really close to its customers, and lives and breathes sustainable working practices for the benefit of all stakeholders.  After seeing so much mediocrity in business it was truly refreshing – just like a pint of their Broadside beer!

As you can see from my comments, I am enthused by Adnams the beer and Adnams the company, and I will be using them as an example of best practice in my consutling work in future… I’d like to suggest thet you check them out when you get the chance.

Global Economic Outlook – The New World Order…

I went to a really fascinating talk at Warwick Business School last week.  Dr Gerard Lyons, Chief Economist at Standard Chartered bank and respected global economic forecaster, shared his expert knowledge, insight, and personal views on key economic issues with MBA students and Alumni.  In his talk he covered the following:-

• How the world got into the current economic crisis
• The immediate economic outlook for the short-term
• Further implications for the global economic system

In 45 minutes he was able to explain in plain English what myself and many in the audience have struggled to understand from watching hours of TV programmes and reading multiple articles in newspapers and magazines.  He was able to translate complex economic jargon, using metaphors from the  world of film to illustrate a concise picture of what has already happened, and a set out his vision of what is probably going to happen next.  He has a good track record of being able to do this as his Biography attests.

In summary, Dr Lyons explained how the state of our economy is driven by 3 key elements -  economic fundamentals;  policy responses from government and central banks; and confidence.  He described how the lessons learned from Japan’s deflationary cycle have been used to accelerate UK policy responses which have been designed to restore confidence by “throwing the kitchen sink…” at the problem. As a result Dr Lyons summarised the following for us:-

• “You can’t stop what’s coming” – the downturn will be steep, particularly in the west but less so in the east, for at least the next 12-18 months;
• There is a significant long-term shift in economic power from the western economies to the east – China, India and the Middle East; and
• The UK must face up to it’s challenges – increase added value and look to increase exports to strong and growing markets in the east.

I’ll be watching out for more comments from Dr Lyons as things develop. In the meanwhile there is a short video interview recorded on the night that can be seen here: Dr Lyons Interview

Corporate Social Responsibility – Pangea Day 10 May 2008

What is Pangea Day? Pangea Day taps the power of film to strengthen tolerance and compassion while uniting millions of people to build a better future.  In a world where people are often divided by borders, differences, and conflict, its easy to lose sight of what we all have in common.  Pangea Day seeks to overcome that – to help people see themselves in others – through the power of film. On 10 May 2008, Pangea Day sites in Cairo, Dharamsala, Kigali, London, New York City, Ramallah, Rio de Janeiro, and Tel Aviv will be videoconferenced live to produce a 4 hour programme of powerful films, visionary speakers, and uplifting music.  The programme will be broadcast live to the world through the internet, television, digital cinemas, and mobile phones. Of course, movies alone can’t change the world.  But the people who watch them can.  So following 10 May 2008, Pangea Day organisers will facilitate community-building  activities around the world by connecting inspired viewers with numerous organisations which are already doing groundbreaking work. For more information watch the short video clip below and  visit the website :-”“This is an opportunity for you to encourage friends and colleagues to participate in what should be an inspiring day, and become engaged in wider social issues afterwards.  I am trying to organise a group screening of the Pangea Day worldcast live in Birmingham.  If anyone would like to become involved and help me to do that then please contact me at: james.rock@cultivar.co.uk

Get Creative – knock a zero off your budget!

  

With maverick flair and a strategist’s disdain for accepted wisdom, globally renowned architect Jaime Lerner re-invented urban space in his native Curitaba, Brazil.  Along the way he managed to revolutionize bus transit, awaken green consciousness in a populace accustomed to litter and blight, and change the way city planners and bureaucrats world-wide conceive what’s possible within the tangled structure of the metropolitan landscape.

In his quest to revolutionize city design he constantly battled with city officials who said they couldn’t improve their cities because of budget constraints.  With elegant simplicity he suggested they think creatively about how improvements could be made that didn’t cost the earth, or get bogged down in red tape and planning.  He summarizes this philosophy by encouraging them to ” knock a zero off your budget – that forces you to think creatively”.  He goes on to suggest that knocking two zero’s off the budget makes you very creative!!  Try it some time with your design team…

In the meanwhile to see and hear Jaime speak about this I suggest you watch the following short video clip: www.ted.com/talks/view/id/213 

Cultivar Consulting helps organizations to knock zero’s off their product development budgets – contact us now to find out how! 

Body, Brain and Business… 27th February 2008

 

How often do you stop and think how the body and brain work together in a business context?  Not many of us ever do!  However,  we can reach higher levels of human potential by learning to use the greater “intelligence” offered by our bodies and brains acting in unison. Thinking, learning, collaboration and creativity are all enhanced by getting bodies and brains to work in harmony to support continuous, complex learning and high-level performance, without stress and burn-out.  A forthcoming conference on this subject will bring together some of the most informed and exciting thinkers from business, science and the contemplative arts.  The conference will take place on 27th February 2008, at the beautiful, eco-friendly and inspiring Sheepdrove Eco Conference Centre in Lambourn, Berkshire.  It is designed for independent thinkers who want to lead with wisdom and clarity, entrepreneurs and managers who want to grow their potential, and thoose who want to step up creativity and change.  Visit the conference website for more details:  http://www.advizory.com/conferences/programme.html?campaign=Rock

 

 

 

Are your employees like Battery Hens?

After his crusade on school dinners, Jamie Oliver has been recently launched a new crusade on the plight of Battery Hens Vs Free Range Hens.  He argues that the product of Free Range Hens is much better… for them and for us. I personally  haven’t come across anyone who argues against this, in other words it’s common sense!  Even the supermarkets have taken note as “consumers” (a strange word to describe people?) have elected to pay more for better quality products – what next?

 

I find this situation analogous to many businesses.  Desperate to drive down cost (seen as the be-all and end-all to their customer – “the consumer”) businesses squeeze employees into tiny spaces within uninspiring boxes, starved of daylight and other stimulation, and organised around tightly defined processes with strict roles and responsibilities.  This might be highly productive, yet I’m sure everyone with common sense can see that it’s hardly going to motivate people to give their best.  They might as well be battery hens.

 

In these times when more and more jobs are outsourced to low cost economies (to drive down cost further) businesses increasingly need to get more from their employees if they are to compete within the global economy. Creativity and Innovation are the new buzz words that are heard in the boardroom, but will treating employees like battery hens foster the very best from them? In the war-for-talent will your offices attract the very best?  How many of your employees will choose to look for a more rewarding environment in 2008? Do you really know the hidden cost of this?

 

I would like to suggest that forward looking businesses need to address this issue, indeed some of the best employers are already doing so and are reaping the rewards of their vision.  It would be nice to see more companies employing architects and interior designers again, creating working spaces that inspire individuals, foster teamwork, and result in higher levels of creativity and innovation.  The cost might be higher, but perhaps the result would be something your customers might pay more for, and put your business on the path to sustainable growth?

 

As Jamie might say:-     “food for thought”?

 

Cultivar Consulting has developed partnerships with architects and interior designers so that we can introduce changes that inspire with our clients – contact us now to find out more… www.cultivar.co.uk

China NOW festival

More and more companies are beginning to do business in China, and if they aren’t they are certainly beginning to think about it.  But for most of us China is an exotic and far-away land that we understand very little about and with a language that is seemingly impossible to learn.  In this year of the Beijng Olympics, the China NOW festival has been conceived to help Britain learn more about China and promote cross-cultural understanding.  It starts with the Chinese New Year in early February and goes on until the olympics are held in Beijing in July.  In all there will be over 800 events held in UK, combined with a supporting educational programme. In Birmingham it is planned that Victoria Square will hold a Chinese market for the duration of the festival, similar to the very successful Frankfurt Christmas Market held in December, but offering Chinese products, food, etc.  Will 2008 be the year for you to learn more about the opportunities in China?

Visit the China NOW website at: www.chinanow.org.uk

Must-Have podcasts for Business Owners & Senior Managers

For the business owner: HBR IdeaCast

From the Harvard Business Review, this podcast shares ideas and commentary from leading thinkers in business and management. Whether you run your own business, or just like to stay abreast of business trends, HBR IdeaCast offers discussions of strategic innovation, decision-making, and leadership. Just take a look at the following website to register for updates as they are published:-

http://www.hbsp.harvard.edu/b02/en/hbr/hbr_ideacast.jhtml

For the strategist: Knowledge@Wharton

Wharton faculty share their expertise in this podcast, analyzing current business trends from the iPhone to the China Bubble. A recent podcast tangled with the thorny issue of corporate environmentalism, addressing the question: “What does ‘going green’ mean for the bottom line?” Just take a look at the following website to register for updates as they are published:-

http://knowledge.wharton.upenn.edu/podcast_archive.cfm?CFID=4102494&CFTOKEN=58301941