As we continue to build awareness (internally and externally), I think we’ll increase adoption and our expectations will only improve the customer experience.

I know of a few folks joining Twitter and creating Google alerts for keywords already.

Thanks for sharing some of the details of how you keep connected. While social media is much more than a 9-5 job, especially as it relates to monitoring a brand, as time goes on, we will develop a set of expectations for both our company and our customers for dealing with online comments.

There is one other person here that has access, but for the most part it is me. I’m working on ways to be more accessible all of the time, but I usually check my Tweetdeck columns over the weekend as well.

DMs are pushed to email which I get on my mobile device.

I also have some alerts set up with the social monitoring software we use. And there are other friends and coworkers that may see it if I happen to be away.

So essentially, it is rare that I’m not “on” in some capacity and we will continue to get increased adoption to help in times I am away.

We should chat sometime about good ways to manage this for small teams or individuals. DM me.

Best,
Chris Moody

Great example. I think the key on this one is that in order for this to happen, you really need a team to monitor. An issue I run into sometimes is that if I’m not checking this stuff frequently (on the road, in shower, asleep, taking a break, etc) it can go unnoticed. Also, sometimes I’m busy with other aspects of my job (blogging, speaking, planning, measuring, etc). Then what?

Chris – do you have a team @bandwidth? If not, what happens if you are not “on?”

DJ Waldow
Director of Community, Blue Sky Factory
@djwaldow

Jagath: Thanks for the suggestion. Yes, Google is definitely another piece of monitoring, but it doesn’t have the real-time results of Twitter. And the above post was showing one single example on Twitter.

Bill: Thanks for your comments. The CRM aspect of this requires discipline to enter this sort of case in after the fact. However, the bigger issue is getting customer service reps aware of problems by integrating social media monitoring into the CRM, like you can currently do in Salesforce.com, and training them on social media response expectations.

This is a great example. The next trick is finding away to centralize all of the social media channels that may contain complaints and calls for help.

Then I agree with you Jeffrey, how do you tie it back to the CRM for continuity of customer experience?