Dave Gardner’s “Thank God It’s Monday” 02JAN12

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: the social enterprise

How big are your company’s ears? Is your company listening to what’s being said in the world of social media? Can your company afford not to?

Verizon Wireless announced last week that it was going to charge a $2 per transaction “convenience fee” for paying a monthly bill via your phone, on Verizon’s website or via credit card/debit card not set up on a automatic payment basis. They would waive the fee for paying in Verizon store or via check. And, who was this deemed “convenient for?” I tweeted:

I love Verizon Wireless but $2 to pay my bill online or via my phone? This is insane. Do you think you’re BofA?

I wasn’t alone. Verizon heard loud and clear via thousands of social media messages that this “convenience fee” was dead on arrival with its customers. Charging a customer to pay their bill? Come on. Verizon–it appears you can hear us now and you wisely reversed course 24 hours later.

But, you don’t have to be a Verizon-size corporation to leverage social media. All companies that thrive have big ears.

[Note: Read my entire Forbes.com guest blog post here.]

Thought for the week:

“Success in business …isn’t about the resources you have. Its about the resourcefulness you possess! Resourcefulness is about figuring out how to make things work. It is the complete antithesis of simple resources. Resources are things that work for you. Resourcefulness, is about YOU making things happen.” – Rich Schefren

What do you think? I welcome your blog comments!

___

Dave Gardner, Gardner & Associates Consulting

http://www.gardnerandassoc.com

© 2012 Gardner & Associates Consulting  All Rights Reserved

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One Response to Dave Gardner’s “Thank God It’s Monday” 02JAN12

  1. Verizon is certainly a good example not only of today’s escalating “people power” but the benefits to companies of being attuned to what’s being said about them via social media. I cover this topic in my upcoming Crisis Communications course for UT’s Professional Development Center: http://www.utexas.edu/ce/pdc/workshops/crisis-communication/.

    Speed of response is one of the most important dimensions for an effective crisis comms strategy. I was impressed enough with Verizon’s responsiveness to remain a customer (heck, we all do daft things from time to time) but BofA dragging its feet for so long resulted in me drawing out all my money. I only stay with them because my main bank doesn’t process checks from overseas.

    As you know through your work with Dell, Dave, (I’m thinking of IdeaStorm and also Salesforce.com’s IdeaExchange), companies can seriously enhance their relationship with customers by welcoming suggestions for improvement. Social media can be used to get a heads up — before having to make a very public U-turn — on proposed initiatives. Companies that keep their heads in the sand like ostriches are leaving their butts exposed to be seriously kicked from time to time.

    Like

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