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@twitter handle – are you in the 30 minute response league?


English: jacket cover of Dominate your market ...

English: jacket cover of Dominate your market with Twitter – UK edition (Photo credit: Wikipedia)

Does you company have a dedicated and real time twitter handle for service to your customers? Be it for your product or service or promotion?

Well, if your answer is yes, then you are in a special 23% league! Yes. As per a survey by simplymeasuredthat’s the percentage of companies which have a service-handle on twitter!

But whats the point if you have a handle, and take eons to respond to your customers? Today, with social media at the touch of a mobile screen 24/7, every minute of delay in your response is adding up to the dissonance in the customer’s mind.

In the same survey, not many of those 23% companies responded to the tweets coming in, within 30 minutes!

And that is a big big fail!

So, have a service twitter handle only if you man it real-time and 24/7/365.

Else, don’t have one. Period.

Does your organisation have the soc-med ecosystem to pass the 30 minute response test?

If you say YES, you are in the 30-minute response league.

Agility ‘myopia’ – will your social media plan ever help?


Social Media Cafe

Social Media Cafe (Photo credit: Cristiano Betta)

Organizations’ round the world are slowly adopting to the brutal embrace of the social media.  The word brutal might sound crude, yet, that is only to signify the powerful impact the medium has on how contemporary business is done, and how customers across every business are gathering real-time information of your products, services and people!

As a matter of fact, it will not be an exaggeration to say that your customer knows better than you, or your product/service or people, more that you; not just that, the customer gets to know it faster that you.

Once the customer gets to know – by virtue of your brick and mortar touch points – they could be your product performance, your people response, or your service credential, he gets online and shares this knowledge to the world – by a blog, a podcast, a tweet or a face-book post…  any tool that comes in handy to him at the click of a mouse.

Speed or call it ‘agility’, is the mantra. And your organization being ready to embrace the power of social also means that you are willing to engage in conversations real-time, round the clock, and round the year!

Most organizations miss this point – they have a social media plan, yet, the system is steeped in old world bureaucracy – the social team, or the team that is meant to respond real-time is a victim to the rigor of seeking approvals from the higher ups – who are completely myopic to the power of agility in social media. When the need is to swiftly respond, they engage in internal debates on the how and when, and sometimes the tangible benefits/losses and the ‘budgetary’ impact of the actions to be taken.

Little do these agility-myopic people realize that there is a negative spiral out there swallowing the reputation of the organization, one bite a second (or is it faster?!). In this age and world of 24/7 social, your hard-built reputation is at stake, every minute you are embroiled in useless bureaucracy!

Social media is not for the agility myopic – if your organization has a well made social play-book, yet does not have the culture of agility or is not willing to swiftly embrace the ‘agility culture’, then there is one way out – throw the social play book in the dustbin, and get back to business as usual.

May sound rude, yet, that’s the harsh reality – the social space is NOT for those with agility myopia!

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