Tag Archives: twitter

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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Ex communities adveho verum

Today, I’m talking about take-aways at the Gravity Summit. Just heard from Greg Shove of Halogen Media who told the audience that from influencers comes truth. Or as the title of this post says, from communities comes truth.

Is that really the way businesses should be trying to get customers and subsequently be trying to leverage those first customers to get more customers? Maybe that’s how it works. Think about your affinity for brands. Think about how you are emotionally or logically tied to products. Then think what your price would be to share your love of a brand with your friends.

Finally, if a brand found your price and met it, would you put your voice/face/reputation out there for a brand? Which companies would never get your support? Which ones would you support – or do you support already – for little or no compensation?

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Sustainable Transportation. Genuine Communication. New Media Helps?

In my continuing quest to be a more responsible member of society and someone who saves money on transportation, I have been looking at alternative-fuel vehicles and those of different sizes. Most of you know that I ride a scooter … —yes, there’s more—

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Your kidding, rite?

Have you noticed that as more people get onto the Web and start sharing their daily activities, the spelling, grammar and structure errors increase? These errors are particularly bad on Twitter where space concerns and speed are sometimes deemed as … —yes, there’s more—

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Twitter Friends Come Together – Fox 25 Boston

A week ago I was at the Fox 25 studios to speak with Ted Daniel about the ways in which Twitter brings people together. It was a fun experience and allowed me to speak about Twitter technique and share some … —yes, there’s more—

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A wave of innovation

The word innovation is overrated. People make it sound like everything they do – from grilling a sandwich to backing into a spot – is a result of innovation. Perhaps they’re right in some respects, but doing stuff in a … —yes, there’s more—

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10 Reasons for the 140 Conference

What? You haven’t heard of the 140 Character Conference Series? It’s been going on for YEARS and this September (actually in two weeks) it comes to Boston for the first time. What’s the big deal? Try to follow along with … —yes, there’s more—

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Is Social Media a Waste of Time?

Talk to a normal human and ask them how much of their day-to-day activity is controlled by Twitter, Facebook and other social media tools. They’ll likely back away from you slowly while offering you a nice tinfoil hat to wear. … —yes, there’s more—

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Does the Enterprise Use Twitter?

According to one of my favorite sites, What The Hashtag (linked below), the folks who work in cloud computing and Enterprise 2.0 are rabid users of social media. While they might not use the nuanced approach of Ron Sylvester or … —yes, there’s more—

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Columbus Clippers – Social Media Report Card

Gabe Norris is in charge of the Columbus Clippers’ Facebook page. To that end, he has to put up with loud, righteous and annoying folks like me. I’m in Columbus Ohio to perform some social media training for the journalists … —yes, there’s more—

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