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Mary Schmidt Marketing Troubleshooter


Idea Pool

Social Media for Service & Support Workshop—Friday, May 16, Chicago

Mary Schmidt

Mar 18, 2014

My colleague (client, mentor, long-time friend) Al Hahn and I are partnering for our third workshop.  We’ll be deep-diving into social media, including the implications of the survey of ASP (Association of Support Professionals) we recently completed members, and giving examples of what works, what doesn’t and what has—in some cases—just downright flopped.  Among other topics, we’ll be discussing SLAs for social media (14% of respondents in the ASP survey have published SLAs for social media.)

No BS symbolAl and I consider ourselves founding members of the No BS Club. We don’t believe in magical thinking (Build it and they will come! Social Media is THE answer!) and we don’t do consultant happy talk. We’ve even been known to disagree on occasion—which makes for great idea generation and validation. (As a participant in a past workshop said, “Everything you said is common sense! And that’s not too common!”

First, we’ll explore the trends in this fast-moving world of social media. Along the way, we’ll make recommendations based on what is working among ASP member companies and what is expected to work as things continue to change. We’ll have a brief look at the two ways to market support 
using social media. Then we’ll look at how you can effectively use different social media for supporting customers. Finally, we’ll get to what you should expect and promise to justify the investments required. This is probably the most important issue for most companies. We had a prior session on this topic last year and this was the key finding; companies either didn’t know what to expect or they were not getting what they expected. This will be a lively discussion topic. 

Workshop Registration (8:30 - 4:30, Friday, May 16, Non-members: $495. ASP members: $465. Attendance limited to 25.)  Special rates at the Chicago Marriott Northwest (4800 Hoffman Blvd., Hoffman Estates, IL 60192; 847-64-9500.)

Can’t make it to the workshop? I also offer one-to-one social media reality checks.  Drop me a line and we’ll talk next steps—I might even give some free No BS advice. smile
Related posts from the archives
Social Media for Skeptics: The Numbers
Your Best Social Media Tool—The Telephone? (Some believe that social media will kill the hated phone tree (IVR). Let’s hope so. Still, answer your phone.) 
GaGa for B2B
Once More with Feeling: A Facebook Page IS NOT a Social Media Strategy
Four Reasons You Don’t Need a Facebook Page
Social Media Isn’t Marketing
Are You Listening to the Right People?

In Social Media Reality Checks


Start-Up Sanity Check for B2B Tech Ventures

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Social Media Isn't Free, Easy or Magic.

If one of the self-anointed experts contacts you, pitching magical thinking, ask:

1. What results can I expect if I work with you? (Note: Twitter followers aren't necessarily customers.)

2. What kind of time will I have to invest? (Social media, properly done, is all about personal relationships. You with your customers...and a good relationship takes time.)

3. How do I integrate social media tools with my current operations? (Your salespeople need to know what you're saying on Facebook. Your customer service process and policies should be consistent across the board, from phone to Twitter.)

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