Why Community is the Holy Grail

The power now lies with the community and it’s time that we learn to not only accept that but to embrace it.   

There hasn’t been a time when people find out I’m a digital marketer with a specialty in social media and they haven’t asked the holy grail of questions, “Got any tips?”  It’s almost asked in a tone of giving me something easy I can do now that will get me followers or increase engagement.  My typical response is a light-hearted smile and says, “Well that’s a loaded question.  Let’s narrow it down a bit.  What are you trying to do?”  Some are disappointed that they actually have to engage in a conversation, while others look bewildered as if I should know or they are not sure where to start.

I think they are afraid to confess that they are overwhelmed or lack a bit of confidence in what they are doing because their mindset of social is from a user perspective.  Meaning, if I just tweet or do an Instagram story the users will engage- it should be that simple.  It’s moments like these that remind me of the famous quote from Field of Dreams with Kevin Costner, ‘If you build it, they will come.’ Gone are the days of pushing out a message and thinking a community will just suddenly appear.  The power now lies with the community and it’s time that we learn to not only accept that but to embrace it.  So, why is the community such a big deal?

The Rise of the Community

You may feel that I’m over complicating things, but really, I’m just trying to shed some light on the situation.  Once we have a better understanding of key trends affecting user behavior due to technological advances, then we will have a better idea of the journey we are about to embark on.  Having this insight is extremely useful when building and executing a marketing or business strategy that is focused on a specific target market.

Now I’m not saying we need to do months of research and planning, but a good old simple google search will do.  Here are three interesting points that I found by searching for digital marketing impact on consumer behavior and digital marketing trends.  I specifically picked these because there is a much-needed shift in the way companies do business and I feel like they hit the nail on the head.  Keep reading and you’ll see why.

  1. Customer capital is the new currency
  2. 63% of global consumers would buy from a company they consider to be authentic
  3. 65% of customers expect consistent levels of service across physical and digital experiences

It’s all about the community (Benjamins) baby

First, it’s time to wake up and recognize that we live in a time that the customer is the primary focus of everything we do.  They will be our champions and they will also be our worst critics.  Brand loyalty fights and relevancy are taken out on the digital streets of Twitter, Amazon reviews, Instagram comments, etc.  As a business, you can go up on the defensive, completely ignoring what your customers have to say or you can try an old school tactic at the forefront of digital communication and actively listen.  Weed out the trolls from the ‘real humans’ and use the information as a way to enhance product/service offerings and truly connect with your community.

There is an interesting phenomenon that’s happening when a brand takes that first step of showing its community that it cares.  According to CMO article on 9 digital marketing trends of 2019, we are seeing that ‘the brand is working for the consumer and we will begin to see the consumer working for the brands as well.’

I mean it’s already happening.  We see it in the rise of influencers and not just celebrities but the micro influencer.  Not sure what the difference is, then check out my other two posts on this topic:

What is an influencer?

5 Golden Rules to engaging a Celebrity Influencer

So, when we say ‘customer capital is the new currency’ I interpret this as us living in a time when ‘brands leverage their social capital with consumers’ through authentic social interactions with their community.  This effort allows a ‘brand to understand the value of its online social networks’.  Therefore, as a brand builds its social capital through authentic experiences that the community craves, only then will we begin to see a community to ‘more likely act on the brand’s behalf.’

Authenticity vs Egotistical

People are craving authentic and consistent experiences, and this leads to point 2: 63% of global consumers would buy from a company they consider to be authentic.  Authenticity should not be mixed with being brutally honest.  I think when people hear, ‘you need to be more authentic’ they translate that as ‘ok, I’ll just tell the truth no matter what and people will totally respect that input regardless of the situation.  After all, honesty is the best policy.’

Yes, honesty is the best policy, however, it is all about leaving the ego behind and delivering it with some grace, oh and a side of humble pie doesn’t hurt.  For me, authenticity is about owning the good, the bad, and the ugly and actually using those experiences to do something better for the community.  It’s one thing to say, ‘Yeah, we f’d up’ and expect people to just be ok with it.  It’s another to say, we f’d up and here is what we are going to do to fix it and actually, follow through with it.  Establish, share, and stick with values and communicate them through compelling and relevant stories that build trust with your community.

Think Customer Experience First, Then Your Cash Flow

Through authentic behavior, you discover what it really means to be accountable.  It also doesn’t mean anything if you are not consistent (point 3).  Not just in your response to situations in one medium but across all touch points your customer will have with your brand.  I personally went through a horrible experience with an airline last year, which you can learn more about in my blog, Round Trip Customer Experience. It’s about shifting your business mindset and truly making the customer the center of your universe.

Steve Jobs said it best, “You have to start with the customer experience and work backward to the technology.”  I would even say that the customer’s experience and their input need to be used as a kind of checks and balances across various aspects of the business.  Starting first with the brand’s values, which is the culture that is pumped through the organization, regardless if you are big or small.  Your company values are reflected in the people you hire, the products you create, and the way you go to market.  How can you maintain a consistent customer experience if any of the three don’t align with each other, including your values?  Consistency is what helps maintain relevancy, builds loyalty and a strong community that shares the same intrinsic values.

The Strength of the Community

Did you know that at least 70% of millennials base their decision to buy a product based on recommendations made by their peers on social media?  I strongly believe that a strong community base can make or break a company.  They cause fundamental shifts like product enhancements, recalls, boycotts, etc.  Below are a few great examples that I personally enjoyed reading and hearing about:

  1. A Girl Wanted Shoes Marketed for Boys. See How Steph Curry Answered the Call. Via Time Magazine
  2. 3 Brands That Prove Listening To Customers Is Key to Company Comebacks via Fast Company
  3. Five Times Customers Asked For Change and Brands Actually Delivered It via Brandwatch

How well do you know your community?

Ok by now you should totally get that community is the holy grail, great! So, how well do you know your community? And when I ask this question, I’m asking you to go beyond the typical demographics, which are an important piece to this.  However, social media, Google, and sites that have product reviews have forever impacted how brands connect with their buyers on an emotional level.  Therefore, when I’m asking this question, I’m looking for the following:

  1. What are their pain points or what brings them joy?
  2. What are their interests (dog lovers, environmentalists, adrenaline junkies, coffee fanatics, etc.)?
  3. What do they value? (social impact, life-changing, emotional, or functional)

SIDE NOTE: Check out Harvard Business Review article on The 30 Things Customers Really Value

  1. What digital channel or social platform do they use the most?

SIDE NOTE: Check out We Are Social and Hootsuite Digital 2019 Trends report (one of my favs to look at)

  1. What content format do they engage with the most (video, animated GIFs, memes, podcasts, blogs, etc.)?

Don’t Just Throw the Spaghetti Too See if it Sticks

The point here is you’ve got to have some kind of insight into who your customer is before you try creating content or a new product that you throw up on the wall like that cooked spaghetti to see if it sticks.  You need to know your community and if you don’t then there’s no time like the present to figure it out.  Oh, and as the saying goes, ‘When you assume, you make an ass out of you and me’. So, don’t you dare try to answer those questions based on your own self-interests.  If you did, then you’ve missed the whole point about community and need to reread this blog from the beginning.

If you can answer those questions, then I recommend creating a community profile(s) or buyer persona(s), kind of like a member profile on a dating app.  These profiles will help guide the creation of new products or services, the messaging and imagery used across all your marketing assets, and how the company engages with the community over the phone or online.  If you’re not sure where to start, then I recommend Hubspot’s Buyer Persona Template.

If you can’t answer these questions, then a good place to start is by setting up a simple survey or social media poll to start collecting that data.  Another one of my favorite things to do is identify existing customers that are über fans and personally reach out to them with an honest note about what I’m trying to do and see if they’d be willing to help.  If they do, then I suggest following up with a nice thank you card or gift to show your appreciation for their help.  Gratitude goes a long way in the community.

Pivoting Towards Success

Let’s face it.  The customer is smarter, hyper-connected, and more empowered than they ever were before.  As new technologies like Artificial Intelligence and Augmented Reality progress, we will continue to see the customer evolve.  Being one step ahead of a community’s needs and behaviors is hard, but attainable.  Understanding the power of the community requires us to accept that they are the center of our universe.  Therefore, customer capital is the new currency that requires companies of all sizes to rethink how they do business.  Like I said earlier there’s no time like the present to confess how well you really know your community and to take the time to get to know them a lot closer.  Remember, as the consumer evolves with the advancement of technology and new social platforms you will need to continue to update the community/buyer personas that you created.

For the entrepreneurs, it is important to find the community that shares common interests and values and makes sure that it shows in everything you do from the moment you launch.  For any company, having the ability to weave these characteristics into its DNA is a pivotal operational shift that is necessary to remain relevant and successful.  For the companies that dominate their space, don’t ignore the community that you depend on.  There is always someone out there that can and will eventually do it better than you.  Just remember Kodak, Polaroid, Blockbuster, etc.  Don’t be left in the dust and trust your community.

The 5 Golden Rules for Engaging with Celebrity Influencers

Find out how you can capture the attention of a celebrity influencer through a more creative, personalized approach.

I must confess that I was recently and surprisingly inspired by Success Resources podcast with Olivia Carr, founder of SHHH SILK.  I don’t know about you, but this was the first time I had ever heard of Olivia and her brand.  At first look of the podcast title, ‘How to get millions worth of marketing for free,’ I instantly chuckled and thought, ‘Nothing is ever free.’  Going into this as a skeptic, I was still intrigued to hear what she had to say.  This particular podcast examines the holy grail of influencer marketing, the celebrity influencer.  I mean it’s the ultimate treasure quest for any business big or small. One endorsement or review from any major celebrity can make business millions, like it did for SHHH SILK.  Attempting to get the attention of an influencer, specifically, a celebrity influencer involves a bit more strategy that relies on a solid ideation process, creativity, budget and amount of risk you are willing to take.

Before I continue, I want to make a quick and essential pit stop.  If you’re not sure about the difference or what an influencer is then I recommend you catch up by reading my previous blog on this subject.  Now back to our ‘regularly scheduled program’. As I listened on, I was impressed and inspired by SHHH SILK approach with celebrity influencers.  This inspiration led to the creation of my 5 Golden Rules for engaging with celebrity influencers.

RULE #1: Picking the right influencer for your brand and community.  For example, if your product is more aligned with fitness then you’d go after the celebrity trainers or elite athletes and pass on the food network star for diners, drive-ins, and dives (no offense to Guy Fieri).  Also, you need to make sure the influencer aligns with the interests of your target audience. An excellent place to start the influencer selection process is to create a list of interests and even aspirations of your target audience. Then start hunting for influencers that share the same interests.  Some cool tools can help you, like Social Blade for the budget conscience or Traackr for those with more significant funds. A great tip from Olivia is to ‘go to people that have a million customers you want.’

RULE #2: Why mail when you can hand deliver, taking a unique approach.  You can’t just go to Kim Kardashian and ask her to promote your product.  Something tells me you aren’t the only one to think ‘my product is the shit’ and celebrities don’t know it yet kind of mentality.  The celebrity influencer is a different, next level breed of influencer. They are busy with their own life, work, and projects. They get approached for more deals and sponsorships then we could probably even dream of right now.  So, how do you get in touch with the ‘unreachable’?

The way to go about it is what Olivia and her team do, and that is to build a ‘spider web’.  You build an influencer web around the influencer you are targeting. In this case, SHHH SILK looked at Kim K’s makeup artists and hairstylists that are influencers in their own right.  Once you get the names, then you learn everything about them. You will want to do an ‘interest’ check and make sure these outlier influencers also align with your target audience needs.  Be sure to take a look at the content they post on their social media channels. A great pro tip from Olivia is to check ‘24 hour content’ posts on platforms like SnapChat or Instagram stories.

RULE #3: Exclusivity is the name of the game.  As Olivia says, “They [celebrity influencers] love things that no one else has.”  They have all the money to get them anything they want and that merely gifting via mail isn’t enough.  Exclusivity is all about getting access to things that no one else can attain or ever have. SHHH SILK does this by going out of their way to provide highly customizable gifts.  Each quarter her team goes through celebrities and influencers around them. They dive into the celebrity and the spider web of influencers, and they know everything from birthdays to interests to due dates, etc. Great example Olivia shares is how they got to Kim Kardashian’s makeup artist of the time, Mario.  The SHHH SILK team put their digital detective hats on and investigated Mario’s social profiles and struck gold, well in this case silver.  They found out he just renovated his home in gray. Olivia and her team took this information and created a custom gray product that is not available for purchase on their site.  By doing so, they were able to create a very personable product and authentic experience with the intent of extending that experience into his home. The purpose wasn’t to sell but to genuinely share in his excitement around the recent renovation.  

RULE #4: They can smell your intent a mile away.  Your purpose must be as genuine and authentic as your approach.  Transactional efforts result in short-term, one night stands that offer minimal to no value.  You are here to build what Olivia calls, powerful relationships, PR. Just like making that commitment to your partner, you are making that same level of commitment to the influencer.  Creating customized gifts that no one else can get and with the intent of becoming part of a personal experience, shows the influencer you genuinely care. You have ‘surprised and delighted’ them without expectations.  Of course, through these efforts, we do have hope that we will have the opportunity to take the relationship to the next level through collaborations or even them sharing their excitement with their world. In the case of SHHH SILK, Mario did just that, and they were able to do the same for Kim, Kylie, and the rest of the Kardashian klan.


Source:  Olivia Carr, founder of SHHH SILK

RULE #5: There’s always a cost associated with taking out of the box risks.  I guess you could say earning the trust of a celebrity is priceless.  However, there is always a cost of doing business, and in this case, it is about the opportunity cost. What would it take for you to build a custom and very personal experience for one of your influencers every three months?  Are you ok with trying more than once to get the attention of that influencer? Are you all right with breaking even or even losing 10% 15% or 20%? Is the opportunity cost worth it if it means one endorsement can help you reach millions, double or even quadruple your revenue, or get you a 2 page spread in a relevant industry magazine?  Remember, rule #4; your intent is about building that long-term relationship, which means you are making a resource, budget and time commitment for as long as the influencer program continues to be profitable.

According to Olivia, ‘The moment is about the influencer and not about us,’ and that couldn’t be truer. The experiences we create through our goods and services determines our success or failure.  The 5 Golden Rules for engaging with celebrity influencers, is a means to shed light on the commitment it takes when building powerful relationships with your influential community.  I hope the topic inspired you as much as it did me to be willing to take a risk and differentiate yourself from the pack. I encourage you to listen to the full podcast to get more details on how SHHH SILK executes their celebrity influencer program.  

In the meantime, I look forward to your confessions on your hopes, fears, or sins when it comes to embarking on an influencer program whether you represent the brand or are an influencer yourself.

What is an influencer?

In this blog, we will explore what it is to be an influencer and the different types.

Influencer marketing is increasingly on the rise and is making everyone feel like they have FOMO (fear of missing out).  Many people jump in with big budgets thinking they can buy their way in, but it’s more than just budgets and name dropping.  Like anything in business, it’s about the relationships and how we walk away feeling from our experience. Before we engage with an influencer and wave our dollars,  I think we need a foundational understanding of who an influencer is. In this blog, we will explore what it is to be an influencer and the different types.

According to Influencer Marketing hub, an influencer is an individual who has:

    • “the power to affect purchase decisions of others because of his/her authority, knowledge, position or relationship with his/her audience.
  • a following in a particular niche, which they actively engage with. The size of the following depends on the size of the niche.”

As we dive into this topic it is important to note that an influencer is not a marketing tactic like a targeted email or banner ad.  Nor is an influencer something new.  Think of your traditional spokesperson in a digital format and expand the universe to include peer to peer experts that all share their voice on various social platforms.  

An influencer is an important piece to the digital relationships that you are building with your community on the social web.  Like I’ve mentioned in my previous blogs, social media is a long-term relationship based on authenticity and your ability to emotionally connect with your community through valuable and meaningful content.

Your content mix can and should eventually involve contributions from influencers that represent your market and community.  Social media influencers are people that have built a trusted reputation for their area of expertise. They typically develop and publish engaging content in various format types on the preferred channels that their target audience consumes information on.  When looking for an influencer it is important to select someone that can reach your target audience, drive engagement, and develop trust. His or her brand should align with yours and represent that work through creating original, engaging content for your audience.  Not only should they align with your business, but selecting the right type of influencer is just as important.  There are many types of influencers that represent the macro and micro level of a community.  First, let’s take a look at the macro influencer.

A macro influencer includes celebrities, industry experts or thought leaders.

celebrity_genericThe Celebrity: We are all familiar with the Kim Kardashian’s, Usain Bolt’s and Roger Federer’s of the world.  The celebrity influencer carries a large reach at a steep price. One benefit according to Traackr, “You’ll attract other influencers to the party by having a celebrity among the roster.”

The Expert / Thought Leader: You can actually break this category down to include the journalist, the analyst, academics and professional advisors.  Essentially the expert influencer is someone that is extremely knowledgeable and trusted in their field. By the way, this person already exists within your company.  Think of your CEO or product manager or engineer.  People seek out the expert to offer guidance and recommendations for their purchase decisions.  The good thing here is that you can find niche experts across every topic or industry.

Then you have the micro influencer.  According to Forbes article, “micro-influencer have specific niche audiences and are deeply connected to them.”  They are more of your everyday type people with a strong following and highly engaged audience.  Micro influencers can represent different areas of interest like travel, fitness, dogs, and food. I would consider your micro influencer as a ‘power consumer’ that is an avid product review and produces content based on their experience without that area.  For some great examples, I suggest taking a look at Social Report’s, Meet the Top 7 Instagram Micro-Influencers of 2018.  

An influencer can help make, break or do nothing for a brand if you don’t ensure that he or she aligns with your brand values and even creativity.  Understanding who an influencer is and the different types are foundational to your ability to create a successful influencer strategy that integrates with your overall marketing and business strategies.  Remember that staying true to what you stand for lives on in the people that you enlist to represent it.

I hope this blog was helpful and you have a better understanding of who an influencer is.  Let me know your thoughts in the comments below.

Building Your Social Media Tool Belt

To ensure your social media program is a success, it is important to build a program with these easy tools, templates and guides.

If you’re just getting started on social media or are in the thick of it and could use some help getting organized then keep on reading.  There’s a saying, ‘Why reinvent the wheel when you can steal it?’ This is especially the case when you’re feeling inundated with projects or just need a good place to start or in some instances, the processes or templates you have just aren’t effective.  I know sometimes I wish I could just push everything off my workspace clear, but it’s probably better that we save those moments for the movies.

It’s always good to have templates and basic guides in your social tool belt.  Now keep in mind that having a template doesn’t mean it’s all going to be quick and easy. Depending on the task at hand you will need to put in some time and effort, which will pay off in the end.  It may take a bit more of your time in the beginning but after a while, it will all become second nature.

That being said, I decided to focus on the following areas because they provide a solid foundation for getting started or aide in re-aligning your social program.

    • Social Media Audit
    • Editorial Calendar
    • Social Media Image Sizes
    • Social Media Style Guide

Social Media Audit

Whether you are new to the social media scene or have an established presence it is always good to conduct an audit of your business.  After all, you need to protect your brand and part of that include its digital presence. Here are a couple of templates with guidelines on how to conduct an audit.

  • Hootsuite: Social Media Audit (blog)
      • Download Template here
      • Use Case
          • A high-level assessment of your organization’s current social media presence
          • Easy to integrate with your social media and brand strategy
        • Good for beginners or small businesses
      • Pros
          • Hootsuite Blog great list of templates to quickly jump start things
        • The pdf guide provides some very easy to follow steps
    • Cons
      • You have to create the tables/spreadsheets

Hootsuite_Social Media_Audit_Guide.png

  • SproutSocial: How to Perform a Social Media Audit w/ Template
      • Use Case
          • More for the intermediate to advanced user
          • Includes inputs for social media channel presence and channel performance metrics
        • An in-depth look at different areas that need to be considered as part of a much broader audit
    • Pros
        • The article gives some great details and insight on how to approach an audit
        • The template is very detailed and is good for more advanced social media user
    • Cons
      • The spreadsheet can be a little overwhelming

Editorial Calendar

At the risk of sounding a bit too cliche, ‘Content is King’, but hey it’s true.  Majority of your success will rely heavily on tailoring your content to your audience and ensuring you are leveraging the appropriate channel.  You should be leveraging everything you learned from your social media audit now and get your content organized. Here’s a list of a few helpful calendar templates.

  • Hubspot: The Social Media Content Calendar (blog)
      • Use Case:
        • Beginner to Intermediate User
      • Pros:
          • A tab dedicated to the listing of content pieces used
          • Helpful theme guide to help develop a stream of topics for the month
        • Separate content tabs for each social channel
    • Cons:
      • Monthly calendar tab is too basic, would like to see actual topic ideas incorporated in monthly tab

hubspot ed cal

  • CoSchedule: Free Content Calendar
      • Use Case
          • Beginner user
        • Businesses that plan out content, launches, or programs for the entire year
      • Pros
          • Helps consolidate topic ideas and brainstorming in one location
          • 35,000 ft view of planned out topics
        • A useful guide on how to plan out content for a year
    • Cons
        • Have to subscribe to get an editable template
      • Doesn’t actually have a weekly calendar template to use.


  • Smartsheet: Social Media Calendar Free Template
      • Use Case
        • Beginner User
      • Pros
          • Simple easy to use template
        • Ability to adjust time slots as needed
    • Cons
        • Doesn’t have monthly or quarterly topic outlook
      • Not the best place to collect content metrics and I recommend a separate report file
  • Hootsuite: How to create a social media content calendar (blog)
      • Use Case
        • Beginner to intermediate user
      • Pros
          • Consolidates channels all one page with time slots
          • Includes columns to provide URL and image link inputs
        • Allows you to categorize content for tracking purposes
    • Cons
        • Not convinced that evergreen content tab is really needed
      • Doesn’t have a monthly or quarterly topic calendar


As you can see, templates are not a one size fits all.  It’s also good to keep in mind that it takes a few rounds of using templates to get used to them.  Therefore, let’s set some reasonable expectations here. Consider these as cookie cutter templates but you hold the scalpel and have the ability to make it what you want.  If you like a feature in one template that isn’t in the other one, then you combine them. Just remember our purpose is to increase effectiveness and efficiency in executing your social media program.  

Now that we’ve covered a couple of useful templates let’s talk guides.  Some of the templates above included use guides and link to the blogs, which I think are still great reads that help expand your way of thinking or approaching a situation.  Below are a few more guides that I also find to be very useful.

Social Media Image Sizes

SproutSocial’s up to date guide on image sizing is a great resource to bookmark. What would make it more complete is if it included ad sizes versus keeping those on separate docs or blogs like the blog for Facebook ads.  Either way, it is still worth sharing with other stakeholders like your designer or agency.

Then there are Shortstack’s pdf templates for LinkedIn, Facebook, and Twitter image sizes, which includes ad specs for each of the platforms and is quite handy.  The only thing I’m not sure about is how often they update this pdf.

Social Media Style Guide

Didn’t even think about something like this until I came across Coschedule’s blog, This Is How To Write For Social Media To Create The Best Posts.  I think the guide provides a good framework to get any business aligned with their content development for social.

Well, that’s all for now.  If you’re feeling a bit overwhelmed with all the information (I know I was during my research) then I recommend prioritizing what your immediate need is and start there.    Do not try to do everything all at once as you will just set yourself up for failure.

Want me to check out some other tools or guides? Then provide them in the comment section below and I’ll be sure to take a look.  In the meantime, let me know if this blog was helpful by commenting below.

Round Trip Customer Experience: Ensuring consistency at every touch point

Learn how you can ensure that your customer experience is consistent across all touch points.

Recently I had the pleasure of making a trip out to Hawaii for a wedding. We began the planning and booking process well in advance. Like any avid traveler- we hunted for the best deals online and booked flights directly through an airlines website. The whole process was seamless and I even used the Airline’s chatbot to help with answering some basic luggage allowance questions. Overall, a piece of cake, but that’s where the happy customer experience ends. We embark on our journey only to find that the technology at the check-in counter was stuck in the 1970s and the airline staff was just there to do their 8-5 job and get out as soon as they can. Plagued with having to deal with old equipment and staff that are either too inexperienced or lack troubleshooting skills to make a horrific customer experience even slightly better. It took me over 60 minutes just get bag tags, which was followed by another 40 minutes of going through security check in – with the most relaxed and chill airport security staff in the world (and that rant I will save for another day, but hopefully you get my drift).

As I’m sure you’ve guessed it by now- I missed my flight. I tried explaining to the gate agent as the door slowly closed that their kiosks downstairs weren’t working and the staff only had 2 computers to help so many people. She just looked at me and with a stern voice said, “It’s not my fault you got here so late”. I dropped my bags and nearly lost my shit. I explained to her again the situation at check in and she looked at me and said, “Someone down there needs to say something to us.” She begins to enter the code and officially lock the gate.

Why am I telling you all this? Very simple- businesses are forgetting about the end to end customer experience. When I say end to end- I mean from Facebook ad to website to online chat agent to the in-store experience, which includes everything from branding to the staff. I feel like the disconnect between digital to brick and mortar is even more common as organizations get bigger and bigger. The expectation of having the best experience is probably higher from the small business owner because their end to end experience is way more humanized than an entity that’s 10,000+ strong. Yet you find the mid to enterprise businesses to either act small or take some attributes of being a small company and build that in their DNA. And of course, there are those that just don’t care either because they have the money not to care or there isn’t really anyone out there to take the business so they can do as they please.

I call bullshit on all fronts and ask for reform regardless of what size you are or want to be. I also acknowledge that no system is perfect and everything is subject to human error. In my opinion, it is that human error factor that needs the most work. We should strive to be better and acknowledge that employees are a key factor in making a change. You know that saying, ‘be the change you want to see’- well that works even for businesses of ALL sizes. It takes more than a customer service department to make amends and it isn’t fair to make them carry the burden of the recklessness of others. Every stakeholder has to take accountability and leadership has to

  1. Put their ego to the side and admit there’s a problem
  2. Identify all parties that are part of the experience
  3. Empower the team by making them feel accountable and have the ability to make change
  4. Consider what to do with those that oppose
  5. Take action and constantly follow up

Here are just some ideas on how you can ensure that your customer experience is consistent on all fronts:

  1. Training: one-time employee training is a thing of the past and so is the video of exec leadership explaining the company’s motto. Quarterly training, rewards program, company picnics, community service, the list goes on and on. Select department advocates/leaders to help drive customer service initiatives across the board. Get creative and have fun with it.
  2. Customer Advisory Board: Don’t pick your bestie- pick your foe. They are more likely, to be honest when you need it the most. But also acknowledge that some just like to complain for the sake of it- so if you don’t see their input changing or at least mentioning improvement- you might need to seek a replacement.
  3. Internal Customer Champions / Committee: have representatives from various departments meet on a regular basis to discuss challenges that they see impacting the customer and collaborate on finding a solution
  4. Leverage the Social Web: You can’t just rely on customer support team to get your information. Traditional ways of contacting support or getting help are circumvented by things like community forums, Twitter, Yelp, etc. There are so many conversations that are happening there are so many easy, cost friendly tools out there that you can use to listen in on relevant conversations that your customers, prospects and overall community are having.

It’s time businesses that say they are customer-centric or are wanting to put customers first- really take it seriously and walk the walk. Don’t try to tackle all the problems but pick one or two that you know you will have the most immediate and positive impact on the overall experience. Short wins help with the long-term strategy- notice I didn’t say battle. That’s because it shouldn’t be a battle. Providing service the way you would want to be treated is common sense that is ingrained in us since we were little. Treat others as you would want to be treated. Think that’s a common mantra we already know and now it’s all about taking action. What will you do to make a difference and bring a smile to your customer’s face in the most challenging of times? Sometimes a simple phone call is all it takes. Would you make that call?