Your Position in a Creative Brainstorm (Yes, I Said Your “Position”)

by: Jamey Brown

Ever felt like someone else was cramping your creative style in a brainstorm meeting? Your idea was THE ONE and their ideas just aren’t quite on brand…yeah, welcome to the club. At points, we all think our ideas are the ones that are on brand, great, creative, blah blah blah. At Everywhere, the social media agency I work for, we brainstorm ideas on a daily basis. And I literally mean everyday. It’s how we are wired, and it’s what makes us effective. In going through this process daily and going through a month long brainstorm process currently, I keep asking myself, “what makes people think their ideas are right?” and “why are they taking that angle on these tasks at hand?” Well, it’s easy, they play a different position on the field of brainstorming. Everyone has a different role, here they are…

The Generator 

The weird person, the one who all but crosses their legs and says, “hummm…” This person births good ideas for the entire group to ponder about. Sometimes, this person has a tough time getting past the birthing stage though.

The Translator

This person typically does have much creative input, but they are talented at carrying messages back and forth from person to person. They are the person galloping on the horse between villages making sure everyone knows what each other is saying. Their interpreting skills are stellar, thus allowing everyone in the meeting to be on the same page.

The Connector (The Middle Man) 

This individual picks up where The Generator left off, and punts the idea further down the field. They are creative, smart and detailed oriented because they start to inject tactics, execution and mechanics into the creative idea. This person brings ideas down from the clouds and straps ropes to it.

The Onlooker 

The person who observes all other participant ideas and mannerisms. This is the semi-sketchy person writing notes, but never talking. And when he or she does speak, it is calculated and piercing. Sometimes this person can toss in a dose of reality that throws the group for a loop (rhyme intended)

The Sparkplug 

We all know this one…the person who is a step above (or below depending on what they say) The Generator, channeling everything they have to the group. Some ideas good, some terrible. They thrive on putting it all out there and taking what is applicable.

The Moderator

The grandma or granddad of the group who makes sure all ideas, comments and interaction stay on topic and inline. This person can be seen as the sage who makes sure all of the skaters stay within the brand rink.

The Finisher 

The capitalizer. This person is the one with the blinking lightbulb over their head. They say, “AHA!” They pick up where The Connector left off and slam dunk the developed idea into the goal of polished strategies or tactics.

Of course there can be more positons on the brainstorm field, but these are what I have seen the most of and what I’ve seen so far. All have good and bad qualities to them, because we’re human, remember? So, remember these positions the next time you walk into the meeting – I promise it will help you have a better understanding of why people are acting and saying the way they do.

What position are you? Which position do you not like? 

Why Social Media Customer Service is a GameChanger: A Zappos.com Study

Why Social Media Customer Service is a GameChanger: A Zappos.com Study

by: Jamey Brown

Long title, huh? Well, there’s a reason I included “Social Media Customer Service” as opposed to “Customer Service” standing alone. But I’ll get to that in a bit. The holidays are a time of family, friends, yada yada yada, but what happens when those shoes don’t come on time? Or that playhouse that will take you a week to build incorrectly gets double charged on your account? How do these holiday debacles genuinely get resolved…and with a smile on the customer’s face? It’s hard, but it can be done.

So I had sidelined my Christmas shopping day after day after day..whoops. Who doesn’t, right? I knew what I was ordering though (baby converse shoes for my niece) and knew I would be going straight to Zappos to knock it out in about five minutes. I went to the Zappos link my sister had given me and nothing. Got an always friendly “Internal Error” message. So I immediately went to the Zappos brand page and said “I need help!” Below is the customer service magic that ensued…

 

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My initial cry for help

 

 

 

 

 

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Their response, plus another community member chiming in with some holiday cheer

 

 

 

 

 

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Them actually helping me with real info, not company lines

 

 

 

 

 

 

 

 

 

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My mind blown + them being awesome + another question from me

 

 

 

 

 

 

 

 

 

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Boom, them hitting back with more real help – please note that this is not fake help

 

 

 

 

 

 

 

 

 

 

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Holiday high-fives all around

 

 

 

The next time you have a customer problem with a brand, go to them and let them know. Don’t bitch repetitively because nothing gets accomplished with that mindset on either end. Trust me, not all Community Managers respond to you dropping a hundred F-bombs. Come as a customer who is on an honest search for a solution. If you take this attitude, then a solution can typically be reached. Not always, but most of the time.

And the reason I chose “Social Media Customer Service” over just “Customer Service” is because this is the number one line of brand communication today. It’s not hard, when you call a customer service line you are only one on one. But when you take to the social airwaves (in a respectful and mature manner), your inquiry is seen my hundreds of thousands – it’s hard to throw company lines at that.

Have you had any social media customer service blunders recently? If so, how did they turn out?   

Social Media A-Z

 

by: Jamey Brown

With the 2012 marketing season soon to wind down, we are all gearing up for 2013. Here are some questions that should be on every good marketer’s mind: What are new strategies? How can we execute? What is our budget? To help you find the answers, take a look at the social media glossary below – think of it as a concise guide to refer to when you are planning out your 2013 social media marketing plan.

Attention – always pay attention to everyone in your online community. Remember, those fans and followers are real people.

Blog – no matter what field you are in, you should have a blog that reflects your brand or organization; this will build readership among other thought leaders in your field.

Community – this is what social media is all about. Social networks are simply online communities. Engagement, discussion and respect are top priority within these communities.

Delete – don’t do it! Unless there is graphic content that must be removed, do not delete what your community is saying. It negates transparency. If you host a community where profanity or hateful comments abound, then post a “house rules” disclaimer stating you will remove certain kinds of comments. This will protect you from angered fans.

Engagement – do it! Always. By actively engaging with their communities, brands build zealots and open lines of communications – this leads to great word of mouth. We all like the good chatter. It’s a great way to thank those who support your brand.

Facebook – Once the mothership, but with many other platforms such as Twitter and Pinterest gaining traction, it is not seen as the head of social networks anymore.

Google+ – I firmly believe that Google+ is essential in today’s social media marketing plan for brands. Three words, S-E-O!

Help – always be willing to lend a helping hand as a brand. Fans and followers use social to get answers, be there for them.

Instagram – one of the most popular social networks. Why? Multimedia always wins, especially filtered multimedia. Visual content is key and Instagram is an easy way to make your photos even better.  Great visuals +  branding = a social win.

Jabber – don’t unintelligibly ramble on. It’s a turn off and will make people want to leave your community. Keep it short and to the point.

Klout – Albeit a little faulted in many experts’ opinions, it still helps identify who is influential with-in defined categories. Don’t invest too much in the actual numbers though.

Listen – one of the most important practices in social media. Listen first, speak later. No one likes the person who only talks about themselves at the party, and you can gain key insights to your fan base.

Myspace – oh snap! I said it. It’s coming back. Don’t believe me? See here.

Network – what it’s all about.

Optimize – stay on top. Make sure all of your channels, sites and marketing plans are up to date and as functional as possible. Cross promote your properties as well. Make it easy for fans to find you.

Pinterest – the new business pages are here. Get crackin!

Quiet – don’t go quiet. When a brand goes away so does all of the word-of-mouth (well, at least the good kind…). Your once dedicated fans will not be happy campers. If you have gone silent then start posting again as soon as possible, no excuses, just do it!

Reach – strive to have a big reach with your brand message, but don’t sacrifice community engagement for bigger reach.

Statistics – always always always measure your data. You can’t know where you’re going if you don’t where you’ve been. We recommend spending a little here to get the full picture. There are lots of affordable tools out there. Invest in social and you will get more out of your efforts.

Twitter – many call it the most important social network. Twitter is essential. Think of it as the salsa dance of social media.

Unfollow – go through and unfollow people you do not interact with on Twitter, as well as inactive users, spammers and egg-heads. Value conversation and connections over your ‘followers’ count.

Visuals – multimedia is king. Try and include still visuals and motion picture in your content strategy. Be wary though, a video that is too long is dangerous.

Websites- where you probably invested a lot of money at one time. Although the party is no longer on your website, you should make sure it is functional, attractive and has links to all of your social platforms.

XXX – don’t incorporate inappropriate content. Graphic images and/or language is the number one way to make your community go rotten.

YouTube – can’t leave this out. Gotta have my ‘GangnamStyle‘ network!

Zealots – what every brand strives for. Your community should be filled with zealots who are passionate about your brand. Where do you think all the good word-of-mouth comes from?

Bonus:

Transparency – be transparent and open with your fans and followers. Allow them to be part of the brand. This builds dedication, something that helps everyone.

What’s your favorite letter of the social media alphabet? What did we miss?