Tag Archives: social media

Men’s Wearhouse gets it right in social media following email snafu

On the Sunday after Christmas Men’s Wearhouse sent an email blast to its customers announcing the last day of of its After-Christmas Deals promotion. But due to an unfortunate glitch in its email system, customers received the same email dozens of times. I counted 64 in my inbox. I was slightly annoyed.

But I’m also in marketing and I understand that automated systems can sometimes go sideways. It sucks, but it happens. As the old saying goes, the true test isn’t whether you make a mistake – it’s how you respond to the mistake that really defines you. I fired off a tweet:

I was curious to see what their response, if any, would be. We’ve all seen examples of companies mishandling screw-ups, either becoming defensive, not responding at all, or worse – attacking the complainer. I wanted to see how savvy Men’s Wearhouse is with social media. Their response would determine whether I unsubscribed from their emails or not.

Now, I’m hardly one of their bigger customers. I do like their products but with two family members’ college tuition to pay, I don’t exactly have a lot of discretionary income left for frivolous things like clothing. If I never spent another dollar in their stores they’d never miss it. It would have been easy for them to ignore me. But to their credit, my answer came 3 and a half hours later:

Short, to the point, and effective: an apology, a brief statement about the cause of the problem, and assurance that action was being taken. No excuses, no phony falling on their sword – just a swift, positive response. That’s all I needed. I didn’t unsubscribe.

My response let Men’s Wearhouse know I was rooting for them to resolve their issue:

I think they were relieved to see I wasn’t going to be a troll – they even favorited my tweet. You can almost hear the relief in their final tweet to me:

What Men’s Wearhouse understands is that social media for business is no different from face-to-face engagement – except that the whole world can eavesdrop. They knew they weren’t replying just to me, they were telling everybody in the Twitterverse that they appreciate customer feedback and they are responsive to us. Well done.

Now it’s your turn. Do you have an example of customer engagement in social media, good or bad, to share? What was your experience?

ConvergeSouth 2013 Notes, Afternoon Sessions

In my previous post ConvergeSouth 2013 Notes, Morning Sessions, i shared some of the notes I took in the morning.  As promised, notes from the rest of the day are below.

A few reminders from the previous post:

  1. These are notes, so don’t expect a lot of complete sentences
  2. They don’t include everything, so if you attended or presented please, please add a comment with your takeaways and/or corrections. No slight intended on my part by any omissions!
  3. Wish I had pics of all the afternoon presenters but wasn’t able to shoot everybody.

10 Principles of Social Media Relationship  Building

Teddy Burriss

Teddy Burriss @TLBurriss

Everything you do in social media must be TRUHE: transparent, relevant, useful, honest, engaging  Continue reading

ConvergeSouth 2013 Notes, Morning Sessions

ConvergeSouth BannerConvergeSouth 2013 has come and gone and once again was a fantastic learning experience. If you’ve never attended, I encourage you to make plans now to attend in 2014. Watch convergesouth.com for announcements.

As I did last year, I’m posting my notes for a couple of reasons.

  1. I need to capture them in a single place for my own benefit and to show my boss what he paid for.
  2. If you can benefit from my takeaways, go for it.

A few things to keep in mind:

  1. These are notes, so most of it isn’t in complete sentences. English majors, get over it.
  2. Where I could, I included links to presentations that you can click for more info.
  3. If you attended (or if you were a presenter), post a comment and share your takeaways or fill in any holes or errors in my recollection. I wasn’t able to attend every session (bummer) and I didn’t take complete notes even on the sessions I did attend. (My mobile device battery couldn’t keep up through the day, partly because I tweeted a lot of the memorable moments; apologies for blowing up your Twitter feed. Check me out at @ChipStudebaker if you’re curious.)
  4. I’m breaking my notes into a few posts to keep it from going on forever.  Continue reading

Civil discourse has left the building

couple arguingA recent exchange I saw on Facebook exemplifies to me both what is wrong with discourse in this world and what could have been very constructive.

“Person A” quoted part of a comment from “Person B” and then declared that the statement “…tells everything about the heart attitude of the person. Most people who [fill in the blank with your favorite cause] don’t use terms like that…”

Not surprisingly, Person B took offense Continue reading

Are you a content curator?

Curator imageContent curation isn’t a new idea but the practice has exploded in popularity in the past year. Thanks to the never-ending flow of information on every subject imaginable in social media, it’s easy to feel overwhelmed. There’s a lot of quality writing going on, but how do you keep up with what you need to know?

I rely on my favorite content curators to showcase information that’s relevant to me, and I try to do the same thing for my network of followers and connections.

What is content curation?

Simply put, it’s Continue reading

How to survive unemployment with your sanity intact

There was a point in my career that I enjoyed a 5-month vacation between gigs. Well, “enjoyed” might be a stretch. OK, “vacation” isn’t the best description either.

You know the story. “There was a change in executive leadership in my company followed by a reorganization that resulted in several positions being eliminated in my department, mine included.” Thus I found myself looking for my next opportunity.

If this is you right now, you need to understand that it won’t last forever. After all, people get hired for new jobs every day. It may not seem that way while you’re in the middle of it, but trust me – if I can land in a good place (and I did), then so can you. Here are some of the things I learned along the way.

What do I do now? Continue reading

ConvergeSouth 2012

I attended ConvergeSouth for the first time on Friday, even though I admit I’ve known about the conference since it started about six years ago. Hopefully it won’t be my last time – it was packed full of great ideas from some great minds. My only regret is there were some sessions I didn’t get to attend because I was already toggling between two other equally great sessions.

I was about to put my conference notes into a doc for my boss (to prove I really was there) when I realized I could capture them in a blog post. Continue reading