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When singer/songwriter Dave Carroll saw United Airline baggage handlers throwing, and breaking, his beloved Taylor guitar last year, he didn’t just complain to the deaf ears at United. He fought back. United gave him an initial “no” to his requests for compensation, so he promised to write 3 songs and publish them on YouTube. He writes on his blog, “This stopped being about compensation when the airline flatly refused to consider the matter.”  This week his revenge was complete.

The long-awaited United Breaks Guitars Song 3 is out.  The launch of the video, in true social media style, included a live webcast and launch party on March 1.

The entire saga is a great example of how social media can be used to get results when nobody in customer service seems to be listening.

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Results of the YouTube Trilogy

Here are just some of the results from Dave Carroll’s clever YouTube trilogy:

• The first video has over 8 million views; the second has over 916 thousand, and the final one, released on March 1, 2010, already has over 30,000.
• Traditional media picked up the story:  For example, CNN covered the story, and Dave was invited to appear on The View.
• United Breaks Guitars is nominated as the 2010 East Coast Music Association video of the year.
• Dave did eventually get two new Taylor guitars from United.
• United also donated money to a charity in his name.
• Taylor guitar responded with its own YouTube video with information on traveling with guitars.
• Dave Carroll’s career and band, Sons of Maxwell , has taken off.
• United is using the videos as part of training for its employees
• Need a “United Breaks Guitars” hat or T-shirt? But one here.
• Dave is doing public speaking about customer service.

From his website: “ Consider hiring Dave to share his personal “Customer Experience” story and what it means for each of us as consumers and employees in today’s social media world. Dave has many first-hand insights on the power of one person and how leading companies must compete through exceptional customer experiences.”

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Elements of Success

What elements have contributed to make Dave Carroll’s social media campaign so successful?

1. His YouTube videos have been direct, yet clever and professional. There isn’t any vicious malice or immature ranting. The professional manner in which the videos are done allows for, yes, even Mrs. Irwig to be able to see the humor in the entire situation.

2. Dave appeals to all of us. We’ve all had trouble with customer no-service (as consumer advocate Clark Howard calls it). We’ve all wished we could do something about it.

3. Dave had a distinct goal. “My goal in committing to this project was to place the videos on YouTube and attain 1 million hits in one year with the 3 videos combined,” he writes. The goal wasn’t just to stand in front of a camera and rant on about his problem.

4. There’s a story, told with the talent he has. With the three music videos, we get a beginning, middle, and end, and now we are left feeling like we can move on, strengthened by the knowledge that we can fight back, using the talents we have.

5. Customer Service can’t ignore the masses. When you’ve got millions of viewers watching a social media presentation of how bad you are . . . well, you’ve got to respond.

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The Real Victory

As Dave writes in his blog, “The UBG was really ‘everyone’s victory’ for the small guy against huge impersonal corporations . . . . I had hoped that creating these videos might make a big corporation rethink how they think of each and every customer but could never have imagined the potential hidden inside a music video and a few social media tools. Corporations of all kinds around the world now feel compelled, in part because of United Breaks Guitars, to build in a better model for customer care into their businesses.”

When venturing down the social path, it seems for some reason that the natural inclination is to jump right in and start prescribing technology.  While the technology is an enabler, there are still the basic questions that need to be answered in order to get things off on the right path, and help to stack the deck in favor of success.  The fundamentals of what an organization needs to think about before embarking on a social media activity could not be more familiar to us.  They are the basics of communication.

1. Why?

Why do this?  Why get social?  Sometimes, the answer is simply “In order to connect.”  And, in the case of many efforts, that answer is sufficient.  However, as is more often the case, there are additional reasons to jump in:  better and more timely feedback from customers, the ability to connect with others working on similar problems, putting a human face on what had been historically a sterile organization, creating a framework for communications, or, most importantly, creating a platform for enabling better/broader/more timely information exchange.

The “why” is critical.  (And, as a point of note, “because we want to explore this and get to understand it” may be the right answer.  When that’s the case, make sure that expectations are set accordingly.)

2. Who?

Social is about people.  Period.  Who are the people involved?  Who will be the primary contributors to the effort?  What are their backgrounds?  Who are they as people?  In addition, who are the other people who will be interacting with the environment, even if they don’t initially contribute?  In many social efforts, the ratio of commenters-to-posters is large; the ratio of readers-to-commenters is astronomical.  What’s in it for each of those constituencies?  Does the environment support them and provide what they need?  What value does each group derive from it?

Similarly, there are typically a handful of “power” users, a slightly larger group of sometimes-contributors, and a huge group of people who may only be observing.  (Members of this last group are commonly referred to as “lurkers.)  What’s in it for them?

3. Where?

Online gathering places are examples of the “third place” as defined by Oldenberg:  a “place” other than home or work, for democracy, civil society, and social engagement.  Is what you are putting together a destination, or a directory that sends people forth on their journeys?  (Both are relevant.)  What does the place feel like?  Is it open, or exclusive?  Is it part of a larger site, or a stand-alone entity?  How will people find it?

4. When?

Is the activity that you are proposing using social media an ongoing concern, or tied to a particular event?  Note that unless there is a large, existing group of participants, it will oftentimes take a few months, perhaps even a year, to achieve “critical mass.”

It’s like planting a garden.

5. How?

“How” is all about the norms of the place.  What’s the tenor of the interaction?  Is it “strictly business,” or relaxed?  Is it moderated, or free-wheeling?  What will participants do if their contributions are edited or deleted?  If there is a “topic,” will off-topic discussions be immediately squelched, or will the interactions be free-form, like a lively dinner party?

Additionally, a key “how” item is thinking about how the site’s members deal with “trolls” and spammers.  Will the be ignored? Banned?  Given a warning?  Deleted without comment?  Sent to “time out” for a period of time?

Much of the “how” derives from the “who.”  The types of individuals who collectively make up the constituency of the place are the ones who will drive the “how.”  Heavy-handed moderation will make the place constricting, yet too lax a policy will rapidly devolve the interactions into noise.

Social is Business

The best social media / social business efforts are pragmatic in nature.  They tie to metrics that are relevant to the business.  They connect to the fundamentals of communication and story telling.  They are rooted in the things that should be of no surprise to business professionals.  Yet, at the same time, social can be frightening to organizations that historically have relied up command-and-control based infrastructure.

Ultimately, social means bringing the right people together for the right reasons, and allowing them the freedom to do the right things to enable the business to flourish.

Marketer’s How-To, From The 60 Second Marketer

Cleary identify the Why, Who, Where, When, How before your social media are set up. Check back to be sure you are staying within these guidelines.

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Christopher Carfi is an entrepreneur and CEO of Cerado, Inc. In December 2009, he was named One of the Smartest People in Social Media. His blog, The Social Customer Manifesto, is a “Top 25″ marketing blog, and has won numerous other awards including “Top CRM Blog” in 2005 and 2007.

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By Christopher Carfi, entrepreneur and CEO of Cerado, Inc

What are the ROI and other metrics organizations should be putting in place to address social business activities?

We’ve seen organizations that seem to believe that they can simply sprinkle magic social faerie dust on their existing business efforts.  “We need to be doing things on Twitter!  And Facebook!  And FriendFeed! And Flickr! And YouTube!  And…”

And…hold on a second.  (And, most importantly, please do not start the conversation by putting up a slide that looks like someone simply pulled together every logo that’s appeared in the context of Web 2.0 over the past two years, and claim that as a “Social Media Strategy.”)

The thing that seems to tether the conversation to reality is the conversation around metrics.  Metrics are how we tie the “why” of social to the business.  Social efforts must support both business goals and the goals of the individuals in the community (whether those individuals are internal resources or customers and prospects themselves).

There are three reasons for this thinking:

• If the business goals around “social” are not defined, the community risks being feature-driven, and may suffer from chasing “the next big thing,” regardless of how “the next big thing” connects with the business itself.

• If the community members themselves are not involved in the success-definition process, the community members may find the communications efforts irrelevant to their goals.

• If the business goals are undefined, or if community members themselves are not involved in the creation of the community, the community’s risk of failure may grow substantially.

According to Joseph Cothrel (Cothrel, J. P., 2000, Measuring the Success of an Online Community. Strategies & Leadership, v. 20, no. 2, pp 17-21. MCB University Press), efforts of this type can be measured on three dimensions :

financial metrics

activity metrics

“other” metrics

1. Financial metrics are those metrics that can be connected directly to financial measures.  Examples of these metrics include sales, advertising performance, customer subscription renewals, cost savings in customer support, and other hard-dollar measurements.

Financial metrics, however, are not always easily calculated.

2. Activity metrics can be used to track other measurable items of interest to the organization.  Metrics such as web site visits, community size, frequency and volume of social contribution and the like can be used as a way to understand the trajectory of the social business efforts, even if they can’t be (immediately) tied back to bottom line measures.

3. Other metrics, in addition to financial and activity metrics, can be implemented as well, such as tracking the topics of communication that garner the most interest or measuring changes in sentiment over time.

Marketer’s How-To, From The 60 Second Marketer

1. Know why you’re involved in social media. Let us repeat from the article, “social efforts must support both business goals and the goals of the individuals in the community”

2. Be sure business goals for social media usage are defined. Otherwise, wave goodbye to your ROI. (Sounds like a sad country music song.)

3. Measure your financial, activity, and “other” metrics. One without the others doesn’t tell the whole picture and can be misleading.

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Christopher Carfi is an entrepreneur and CEO of Cerado, Inc. In December 2009, he was named One of the Smartest People in Social Media. His blog, The Social Customer Manifesto, is a “Top 25″ marketing blog, and has won numerous other awards including “Top CRM Blog” in 2005 and 2007.

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By Christopher Carfi, entrepreneur and CEO of Cerado, Inc

Churchill famously stated, “Now this is not the end. It is not even the beginning of the end. But it is, perhaps, the end of the beginning.” The fact that many “social media” startups have shuttered their doors in recent months as the global financial crisis has dragged on may, in time, prove to illustrate a similar sentiment.

Although “social” currently is often under the purview of communications-oriented media functions within an organization, the concepts are finding their way into every aspect of the business.  Three quick examples:

• Communities such as InnoCentive (http://www.innocentive.com) are using social business concepts to bring together “Seekers” and “Solvers” with a goal of rapidly accelerating fundamental areas of business innovation.

• Internal product development teams are using tools with heavy social components such as Basecamp (http://www.basecamphq.com) for product and project management.

• Customer support is being “socialized” with communities such as those driven by GetSatisfaction (http://www.getsatisfaction.com), which provides infrastructure for “people-powered” customer service.

In fact, “social” seems to be affecting nearly every aspect of business.  A great example of this is an interview with John Chambers, CEO of Cisco, that appeared in August in the New York Times (http://www.nytimes.com/2009/08/02/business/02corner.html )

In 2001, we [Cisco] had a near-death experience. We went from the most valuable company in the world to a company where they questioned the leadership. And in 2003, he [Jack Welch] called me up and said, “John, you now have a great company.” I said, “Jack, it doesn’t feel like it.” But he was right.

Q. How has your leadership style evolved over time?

A. I’m a command-and-control person. I like being able to say turn right, and we truly have 67,000 people turn right. But that’s the style of the past. Today’s world requires a different leadership style — more collaboration and teamwork, including using Web 2.0 technologies. If you had told me I’d be video blogging and blogging, I would have said, no way. And yet our 20-somethings in the company really pushed me to use that more.

Q. Did you need to be pushed?

A. I thought I was very leading-edge in terms of how I communicated. My team just kept pushing, and I finally said, “Why do you want me to do this?” And they said: “John, if you don’t do it our company won’t learn how to do this. It won’t be built into our DNA for the way we interface with customers, our employees. The top has to walk the talk.” I was expecting text blogging and we did video blogging.

The first one was a little bit uncomfortable, because it’s very unprofessional. You just basically put a camera there, and you go. By the second one, I realized this was going to transform communications — not just for the C.E.O., but it would change how we do business.”

Did you catch that last part?  “It would change how we do business.”

Social affects every aspect of the organization.

Marketer’s How-To, From The 60 Second Marketer

1. Realize that business is changing, and your business will need to change also.
2. Like Cisco, your changes need to come from the top if you expect everyone to come on board.
3. Figure out what services your company can provide to encourage better social interactions among your followers.

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Christopher Carfi is an entrepreneur and CEO of Cerado, Inc. In December 2009, he was named One of the Smartest People in Social Media. His blog, The Social Customer Manifesto, is a “Top 25″ marketing blog, and has won numerous other awards including “Top CRM Blog” in 2005 and 2007.

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Within social media, there is a form of “social currency” that flows between their members.  Douglas Rushkoff  (http://rushkoff.com/articles/articles-and-essays/whats-next/) defines “social currency” thusly:

“Social currency is like a good joke. When a bunch of friends sit around and tell jokes, what are they really doing? Entertaining one another? Sure, for a start. But they are also using content — mostly unoriginal content that they’ve heard elsewhere — in order to lubricate a social occasion. And what are most of us doing when we listen to a joke? Trying to memorize it so that we can bring it somewhere else. The joke itself is social currency. “Invite Harry. He tells good jokes. He’s the life of the party.

“Think of this the next time you curse that onslaught of email jokes cluttering up your inbox. The senders think they’ve given you a gift, but all they really want is an excuse to interact with you. If the joke is good enough, this means the currency is valuable enough to earn them a response.

“That’s why the most successful TV shows, web sites, and music recordings are generally the ones that offer the most valuable forms of social currency to their fans. Sometimes, like with mainstream media, the value is its universality.”

Social currency is currency, like the greenback, that we exchange with those around us as part of our everyday interactions. In other words, “social currency” is the stuff we talk about with our friends, and colleagues, and family.

The best Super Bowl ads, for example, revolve around this idea of social currency.  The most memorable ads invoke the “Did you see that?!?!” factor around the water cooler.  Through this concept, organizations add their memes to the “social currency” supply.

When we think about “social media,” then, we need to realize we are talking about something that is fundamentally much larger than simply using a new channel to transmit our same old content in a shiny new way.  We are actually in a transition period to a different way of doing business.

Marketer’s How-To, From The 60 Second Marketer

Create Social Currency by providing your social media customers with meaningful, valuable information that is universal in appeal. They’ll keep coming back for more, and they’ll share.

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Christopher Carfi is an entrepreneur and CEO of Cerado, Inc. In December 2009, he was named One of the Smartest People in Social Media. His blog, The Social Customer Manifesto, is a “Top 25″ marketing blog, and has won numerous other awards including “Top CRM Blog” in 2005 and 2007.

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By Christopher Carfi, entrepreneur and CEO of Cerado, Inc

Social media, or perhaps we should call it “social business,” is a sea of change that will affect every aspect of the organization.  Nowhere is this more evident than at the intersection between an organization and its customers.  Customers, once solely at the “receiving” end of corporate communications, are now not only entering conversations with organizations but are, more importantly, increasingly entering into online conversations with each other around products and brands.

What is social media?

In both professional and personal life, human beings naturally form groups based on affinities and expertise. We gravitate to others with whom we share interests. Most of us belong to real world networks that formed organically. Not surprisingly, these networks rapidly migrated to the online world.

Online social networking has been around in various forms for nearly a decade, and has begun to achieve wide notice in the past few years.  Online social networks take many forms, and are created for many reasons. Despite their differences, online social networks do, however, commonly exhibit a number of the following concepts.

Profiles – Each member in a network has an online profile that serves as the individual’s identity in the network. In the professional context, profiles often contain information regarding the individual’s experience, education, interests and affiliations, as well

information about the individual’s skills and resources.

Connections – Online social networks typically enable individuals to make connections with others in the network. In some cases, these connections are implicit, and derived from past actions (such as sending an email to another member of the network). In other cases, the connections are explicit, and are set up and created by the members themselves.

Content – Content is the information created in, posted on and shared via a social networks.  Content comes in the form of text, photos, video and the like.  Historically, content “was” the web.  Things have changed markedly, however, and it is now understood that “content” itself only is only one facet of the social web.

Activities – When individuals participate (or even peruse) social sites online, there are myriad “activities” taking place.  Logging in, joining a group, posting a photo, commenting on a post, “friending” a colleague, and rating a document are all examples of “activities” that take place in social networks.  Sites such as Facebook and Twitter have broken new ground in making those activities “visible” to other members of the community by logging them and, in many cases, making their existence visible to others in the community.

These four components – profiles, connections, content and activities – form the pillars of what makes a social site “social.”

Marketer’s How-To, From The 60 Second Marketer

To use social media as an advantage for your company, be sure of the following:

1. Profile – Be sure your company’s online profile matches your company’s personality. A wild, youthful online profile doesn’t make sense for a traditional, mature company. It will confuse your consumer.

2. Connections – Create connections that make sense for your customers. This will encourage your client base to follow your profile, as they’ll get more information through links to others on top of what you already provide.

3. Content – Keep your content business-oriented. No pictures of the boss in his bikini briefs swim suit (unless you sell bikini briefs swim suits, of course).

4. Activities – Take an active part in your social media outlet. Just opening a Facebook page doesn’t mean a thing unless you are participating in it.

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Christopher Carfi is an entrepreneur and CEO of Cerado, Inc. In December 2009, he was named One of the Smartest People in Social Media. His blog, The Social Customer Manifesto, is a “Top 25″ marketing blog, and has won numerous other awards including “Top CRM Blog” in 2005 and 2007.

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The following comes from a white paper supplied by ExactTarget.com:

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Findings suggest that social media is not a prerequisite for consumers to consider your brand an effective communicator. Consumers’ expectations in this environment are fundamentally different from other direct marketing channels, and  provides two unique opportunities that traditional media does not:

1. Take time to listen to your consumers. Social media allows marketers to receive raw input—good and bad—from consumers, when they choose to initiate it. In this way, it is similar to a call center, where a company is responding to consumers instead of initiating conversation.

2. Engage in real-world dialogues and problem solving. This allows your brand to demonstrate its relational prowess in a public forum, which in turn can create raving fans. Your fans will be impressed by your ability to handle their issues—which social media allows brands to do in an unprecedented manner. When you show these public displays of affection, you create a platform for consumers to become advocates and advertisers for you.

Social media adds an entirely new dimension to the marketer-consumer relationship. Our advice? Explore new opportunities within this emerging channel while avoiding the temptation to employ traditional direct marketing tactics!

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© ExactTarget All rights reserved; Channel Preference Study from ExactTarget.com; research@exacttarget.com ; reprinted with permission

Econsultancy has published the Social Media and Online PR Report (November 2009), and found some interesting statics on social media use. Consider as you plan for your marketing budgets for 2010.  Here are the stats very briefly, or click the report above to see a sample or purchase the entire study.

• Almost two-­thirds (64%) of companies say they have experimented with social media but have not done much.
• Micro-­blogging (i.e. Twitter) is now the most widely adopted social media tactic, used by 78% of company respondents.
• Just under half of companies (46%) are not yet using reputation or buzz monitoring tools to understand what is being said about their brand.
• Nearly a third of respondents (31%) are not spending any of their budget on social media.
• There is a mixed view of the benefits of Twitter, with almost a third of respondents (31%) saying that there are tremendous opportunities available.
• The biggest barrier to better social media engagement for companies surveyed is the lack of resources (54%).

Looks like we’re making the move, slowly, to using more social media. What’s the hesitancy? Let us know what holds you back from using Twitter or LinkedIn, or other media. Or better yet, just give it a try and let us know how it went.

Former General and Secretary of State Colin Powell gave a inspiring speech in front of 8 thousand last Thursday at the salesforce.com Dreamforce Conference. I wish I had had time to send in the blog a little sooner, but I was working at the conference and didn’t have a moment to spare. I feel so behind the times – no internet on my cell phone. (gasp!) But even though this comes four whole days after his speech, an inexcusable eon  in internet time, it is always relevant to those of us interested in social networking. In fact, I feel a little corny calling the speech “inspirational” until seeing the comments on the General’s Facebook page from others at the conference. “Inspirational” it is.

Here are the social networking topic highlights of General Powell’s speech:

• He said he “loves watching technology change,” especially with the large leaps since his leaving Secretary of State office in 2005.
• He  commented on the way it has contributed to changes globally, calling it the “information revolution.”
• His personal interest in social networking began with Tweeting, with some help from his grandson.
• Then came Facebook. He tells that his grandson really talked him into it. General Powell’s first reaction was “no!” But once his grandson told him that a Facebook page had already been set up, and that there were already 17,000 fans…well, says the General, maybe Facebook wouldn’t be so bad.…
• Quote: “Once we link all social media together, we start to see how it can change the world.”

My takeaway from the speech that applies to all of us:

Folks, the formal General and Secretary of State Colin Powell

a) Took the time to learn social networking, and
b) Sees the incredible power that social networking has for making change globally.

Seems to me we can learn it and use it to make changes, too.

Here’s the secret: You wouldn’t start a new billboard campaign without careful planning, would you? Of course not. Yet many companies seem to jump right in to a social media campaign without giving this type of marketing the careful consideration that other types get. Why? It is a new medium to many, and we’re still learning the ropes. Twitter, LinkedIn, Facebook, and others can be very effective – if done with a little planning.

Here’s a 10 point road map to help you plan to make the most effective use of a social media campaign, taken from a recent webinar presented by Jamie Turner, Chief Content Officer of the 60 Second Marketer. Already using social media? Review to see if there’s a new idea for you.

1. Competitive Assessment: What are your competitors doing in this space already? What can you borrow from them?

2. Internal Situation Analysis: How much awareness is there of social media within your company? Is there an understanding that it can be measured and create a positive ROI?

3. Major Objectives: What are you trying to accomplish with your social media campaign?

4. Consumer Thought Process: What is the typical sales cycle for your product? How much trust do you need to build before you can make a sale? (Hint: The more expensive the product, the more trust needs to be built.)

5. Key Strategies: What approach are you going to take in order to have a successful program?

6. Brand Essence: What is your brand essence and how are you going to communicate that using social media?

7. Positioning: How is your brand currently positioned in the marketplace? Where do you want it to be positioned as a result of your social media campaign?

8. Essential Message: What is the essential take-away you want consumers and prospects to have after engaging with your brand via social media?

9. Tactical Plan Overview: Which social media platforms are you going to use for your program? Which tools are you going to use to measure the success of your program?

10. Executional Roadmap: What are your SMART Goals for this plan? How are you going to be held accountable for them?

Careful planning will make the time spent well worth it, and make you look like the whiz that you are. Just don’t forget to have fun and be creative with your campaign. You may be the next trend setter, with competitors following your example!