Welcome to Where In the Web Are Your Customers?

Where In the Web Are Your Customers is all about helping companies get comfortable using Social Media and dealing with the fear that "people will talk".

Today's Truth: People will talk.

Social Media is all about talk. It's about chiming in. It's about participating. It's social. Don't be a wallflower! Get in on the action. If there is something bad to say about your company, rest assured - it's already being said. Why not join the conversation, and better yet, why not take this new insight and DO something about it?

Is ignorance really bliss?

Imagine the good that could come of a very public resolution and customer experience that results in satisfaction as opposed to ignoring what people are saying? Don't give up the reigns of your company's brand, lead the charge and provide a way for your customers to tell you what they think - they're already telling everyone else.


Who does it right?
Southwest Airlines - Their CEO has a blog. Yours should too. Throw out the idea that "we can't afford the extra staff". Southwest leverages [FREE] posts from their customers...they're getting double the bang - free and testimonials!

Esurance - Shockingly hip for such a dullard industry. Throw out the idea that your industry isn't "ready for this".

Who gets it wrong?

The Onion. - So sad to say, as I still laugh very hard at much of what these genisues put out there. But surprisingly, this cutting edge pillar of comedy simply does not embrace publically created content. Their elitist attitude is no longer helping their brand in a world where everyone feels entitled to weigh in. (Note - Submissions to this blog are welcome!)

Sears - Can I just say, bless their heart? These guys don't get much right online. From not tying the in-store experience to the web experience to not understanding the channel itself, Sears is destroying their rebranding efforts by not embracing the web. Sears makes great products and offers real value...but they are missing opportunities due to a lack of intergrated marketing understanding and insufficient web (or deficient) web tools.


Tomorrow's truth? Finding your customers online isn't as hard as you'd think.

Weigh in - share your experiences or just let me know what you think! That's what Social Media is all about!

Keep Clicking,

Michelle