Monthly Archives: October 2011

Customer Engagement – Wegmans Style

Some of you might know Gretchen, my better, smarter and seemingly more socially influential half. Recently, she was spurred by her love of the Wegmans grocery store chain to organize the #wegupma event – essentially a rented van full of friends and family that arrived and reveled in the grand opening of the Northborough, MA Wegmans store.

She wrote a blog post about her experience at the grand opening and also included in that post a little sadness. During our trip to Wegmans (the grand opening was also attended by 24,994 other rabid fans), she forgot to purchase plastic wrap and paper towels.

Well, Wegmans is on the social media ball. They tweeted at us all day, followed and retweeted our photos of the grand opening. Engaged with us about our experiences. And when they saw that Gretchen forgot her paper towels and plastic wrap, they called her.

Actually, Kevin Russell, store manager at the new Wegmans called her. He left a message saying that he felt sorry that our Wegmans experience was incomplete and was sending a delivery to our house in Hingham. Seriously. TO OUR HOUSE, 47 miles away. Here’s the video of what we found on the porch when we got home today…

So, if you run a company that might be having some trouble understanding the right and wrong ways to engage using social media, I urge you to take a lesson from the Wegmans team. They spend time paying attention to what people are sharing about them on the Web (active listening), and they actually think about what matters to people – being heard and being valued.

If you don’t think this type of activity pays off, ask yourself if your business could benefit from 25,000 people coming to your next grand opening.

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Books We Don’t Need to See. Social Media Musing.

Just back from the #bbf2011 (Boston Book Festival), I sat down to think about my books. While this connects peripherally to my girlfriend’s new job at Raising a Reader, it was more of an angst-ridden veiled confession that I have too many books.

And I do. Just take a quick look in this shelf among the “Dummies” books and the books I’ve written (see poster on top), there are multiple social media, classic literary and just plain fun books. But are they really all useful? Should they have been published at the expense of wasting paper, inflating egos and eventually filling landfills and wood stoves?

I say not. But it’s too late for the selection of books on these shelves – I’ll gladly pass some of the good ones along to friends and family who want to read them. Today, I’m going to give you a quick list of fictional social media titles that should never be written (even though some publishers will feel compelled to do so).

Bear in mind that some books that are already out there have some very real value. I’ve even had session attendees ask me for the best books on Twitter – so there is a market for more than you realize. Here we go…

Facebook Status Updates 101 – How to Leverage Facebook to Gain Friends and Influence People

Checking In – Using Foursquare to Get Your House Robbed

Wijacking Your Way to the Top – Using Free Wifi to Save $60 a Month on Fios

Tweetups – Using Twitter to Invite People to a Party

Hashtags and the Rules to Follow

NSFW! The Most Popular Videos on YouTube

Always Be Charging. Why Dead iPhones Happen to Good People.

The Social Media Fishbowl and How to Avoid the Toilet

So, what are some of your favorites of the books already out there? What book would you buy to demystify the Internet – or would you just Google it? And what are some of the subjects and tools you think need no special explanation in today’s socially connected community?

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Speaker Wanted? Call Me. Social Media and Content Road Trip.

If you’re familiar with the business environment, companies are increasingly getting on board with social media communication tools. They’re becoming motivated to learn about social media and by extension, they’re hosting more on-site and peripheral training events where their entire … —yes, there’s more—

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