The Power of Social Media, or Do You Give a $#!% About Your Web Host?
If you follow ServInt on Twitter, you may have noticed a strange surge in profanity-laced tweeting coming from us and many of your fellow customers—and you may have wondered, what the $%#@! is going on here?
The honest answer is, we’re not entirely sure yet.
Let me explain. About a month ago, I was in a meeting with the ServInt Marketing team, discussing the fact that—while we have a relatively high proportion of customers who will shout from the mountaintops about how much they love us (thanks, guys!)—the vast majority of our customers are silent throughout the length of their stay with us as customers.
This topic was top of mind for us because we were in the process of designing a full-time staff position dedicated to customer outreach and relationship management, and we were frankly wondering how useful such a position would be if, in fact, people didn’t really want to engage with their web host unless something went wrong.
In any case, as we sat there contemplating the depressing possibility that our customers might actually see hosting like they see the electric company (i.e.: the only time you think about the electric company is when the lights go out) somebody blurted out: “What we really need to know is, does anybody actually give a $#!% about their web host?” There was a burst of laughter, but in the silence that followed somebody said, “We should just ask them.”
No One Follows the Dull: The Case For Good Social Media
Being loud AND boring in one direction
OK, friends – time for some blogging about why we’re blogging!
The other day I discovered that Verizon had been over-billing me for months – an extra cable box and the ‘Filipino package’, neither of which I ever requested. I thought about jumping onto Twitter to complain in public. I didn’t. Instead I started thinking about why and how we use social media, and a light bulb went off. Now I think I have some answers, and I’m ready to share.
I’ll tell you why ServInt got on Twitter in particular – because people were talking about us, and we wanted to be part of the conversation. It was an opportunity to engage with clients who were talking about us anyway – generally because they were particularly happy or particularly not happy with the service they received.
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