Customer Service And Social Media

I was reminded recently how much I value good customer service after visiting an all-inclusive resort in Jamaica.  We decided to book this vacation – more specifically book at a particular resort after reading reviews about the quality of food, cleanliness and “excellent customer service”.  Well, what we actually encountered was two extremes of service – either great customer service or incredibly horrible service.  Amazing how you remember the bad over the good.

It makes me think how understanding your use of social media or how you communicate through the channels is fundamentally following the ideals of good customer service.

We start with the proper etiquette.   Let’s use a LinkedIn sample for this.  Look at your profile settings.  First, think about your audience or your connections.  Under your privacy controls, do you let people know when you change your profile, make recommendations, or follow companies?  This feature has a purpose when used but some people may not be interested in seeing what you are doing.

Good eye contact – recognition.  A key step in good customer service is recognizing someone in the proper time.  If you were a waiter and you were experiencing being slammed with multiple tables seated at the same time; thinking OMG! – I don’t know how to handle this.  The approach will always save you and its part of recognizing your guests.  It’s easy to go to a table and simply let your guests know that you are happy to be of service and will be right back after servicing the two tables that were sat before them.

When someone follows you in Twitter, use recognition and engage with that follower.  “Look them in the eyes” and thank them for following you.  They recognized you – they chose to follow you for what you had to say or what you share.  It’s easy to send them a tweet thanking the gesture.

Appropriate behavior is also part of good customer service.  Make sure that you are appropriate in what you communicate to your audience.  Think twice before sharing a joke on Facebook.  While at the initial onset, it may make you chuckle, you may find that not everyone feels the same way about the punch line.  The last thing you want to do is to offend someone who is a friend connected to you.

Listening is very important.  One way of making a customer happy is listening to how you can fulfill their need.  Okay – you have a presence on Google+, are you listening to what your connections are saying?  If you truly are listening, then you’ll find that you also answering.  Listening is totally a form of engaging in social media and fulfilling your follower’s needs.

Taking an extra step can differentiate you giving good vs. fantastic customer service.  When sharing a piece of relevant information, make sure you take that extra step and research it properly and provide all the references that you used along with it.  I love using Zite on my iPAD and sharing articles on certain topics with my followers.  I always pay close attention before sharing something that is factual, whether or not the references associated to the article are valid.  That’s my extra step in sharing.

Now you’re ready…take one extra step towards recognizing, listening, engaging and providing exceptional social media interaction.

Plethora of iPad Apps ‘Legally’ Worth Your Time

I bought an iPad 2 awhile back and besides the fact that half of the apps on it are for my four year old, the other half are for productivity, news and info overload consumption.  After seeing the ILTA session on 60 apps in 60 minutes, I thought I’d share with you some of the ones on that list as well as some of my favorites for learning and legal productivity. I tried to add the prices if I could find them. Please add your favorites in the comments below! I’m always looking for the newest and fun legal apps! (more…)

The Possible Acquisition of Autonomy by HP.

Wow — $11.5 Billion!  I was really impressed to hear that UK based Autonomy is in the evaluation process of being acquired by HP.  I wonder what kind of new incentives this can drum up in the legal community?

Autonomy has been known as the largest of the three most popular document management software companies in the legal marketplace.  But it has grown particularly in its offerings in the past years in the eDiscovery and enterprise content management platforms.  Let’s not forget its introduction to Matter Centricity – which many firms transformed their networks to in recent years.

And then through the grapevine, we hear that HP is actually interested in getting out of the hardware business with this acquisition and becoming a full fledged service oriented model.  This is a big step for HP – especially now because they will have to re-brand themselves for being the experts in customer service and boast qualifications that already exist for its competitors – IBM, Oracle, Microsoft and SAP.

HP also announced that it was going to cease the existence of its webOS mobile operating system.  They spent a great deal of money and time promoting.  This is only after spending $1.2 billion when acquiring Palm announcing very aggressive hardware plans centered on Palm’s webOS.

So will they turn to social media to brand their new offerings if the acquisition goes through?  What will happen to the competition such as Dell, Toshiba, Sony and Apple in their hardware offerings?

It’s an exciting time in a difficult economy.  Administrators – pay attention to what will happen to your most valued software investment.

Zite is Out of Sight!

Have you tried the new application ZITE on your iPad?  Go to Apple’s App Store on your device and download this incredible application for free.  Currently, it’s one of my favorite applications.

Why?  Because it’s a personalized magazine application that will learn what you like and continue to deliver material that is of interest to you.  It can sync with your Twitter or Google Reader account or on its own.

And SO easy to get started.  Once you open up the application for the first time, it will prompt you through what sections you are interested in keeping up to speed reading.  Do you have a culinary interest?  Then you would simply click on the Food & Cooking section and it will appear when you launch your application on the section tab to the right.

Above is a sample of a Top Stories page which is the original page that you land on when entering the application.  The more you use it and read in the sections that you are most interested, the closer integrated the Top Stories page becomes to you.

It’s fun to share as well.  When reading an article, you can simply click on any of the sharing options such as Twitter and Facebook or choose the email icon to send the article link to your favorite information junkie.

If you’re like me and Natalie, we love the Social Media section.  Check it out and learn more news about your field of expertise!

#Yam, Yammer, Yammmmer-ing…

Social CollaborationYammer. Great word, great concept, great for internal communication and collaboration (and with clients too!). We recently started our own JustEngage Yammer community. You can request to join it be sending and email to We will be sharing social media tips and tricks and answer your questions and basically collaborate to bring social media for legal and professional services to another level.

So what the hell is Yammer you ask? According to the Yammer website, they state:

Yammer is revolutionizing internal corporate communications by bringing together all of a company’s employees inside a private and secure enterprise social network. Although Yammer is as easy to use as consumer products like Facebook or Twitter, it is enterprise-class software built from the ground up to drive business objectives.


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