The Funniest Podcast About Social Media
That Helps You Grow Your Business

A Couple of Horses, Mules, Weirdos and a Russian – Ep.78

Social Media Unscrambled

Welcome to Episode 78 of Social Media Unscrambled! Where a couple of weirdos, Chris Curran and David Deutsch, attempt (and oftentimes fail) at making social media accessible to individuals and professionals who are a little intimidated by using social media.

…a quick Thank You to our sponsor, TribeBoost! A great way to grow your Twitter audience with relevant and quality people. Learn More Here, and be sure to use Coupon Code “Unscrambled” for 15% OFF the first month 😉 …Chris Curran recently got a lead from a former Disney exec! It works!

We learned from the old maintenance guy Barry that, to start a podcast, you’re “gonna need a couple of horses, a couple of mules.” Just so you know.

Chris Curran started it off by talking about how Apple has dominated podcasting so far. But now Google will get with the times and include podcasts in the Google Play Music app (soon). A HUGE development in podcasting for sure!

Chris then mentioned another podcast he co-hosts called The Profit First Podcast with Mike Michalowicz. Chris went to promote an episode of that show and found that the guest had blocked him on Twitter! (Turns out, by mistake)! Chris had never been blocked online before. Fortunately Gabrielle Fontaine (the guest) unblocked him, because this really hurt Chris’ feelings. In the email exchange between Mike, Chris and Gabrielle we found out that Chris is, in fact, a Russian porn star.

Also, Chris talks about how Twitter rolled out a new feature which allows you to poll your audience. Chris posted a poll about how they feel about auto direct messages. 4 out of 4 respondents — 190% of them, according to Barry — said they hate auto-DMs. It’s a cool feature to try; look for the “pie chart’ icon when you’re composing a tweet.

David then talked about a fundamental but very important question he often gets: Which social media platform is right for me and my business? The answer is, in a nutshell – it depends on where your audience is. And, crucially, when you are there you can’t just sell but instead give to them. Although this might be counterintuitive it is important that you spend your time on social media offering something to your audience rather than getting something from them. So ask your audience what they want: more money, better job, but mostly they want to eat. So feed them free food and they will come!

Chris then talked about his experience with Yelp after moving. He recently moved to Colorado from exotic New Jersey and went to change his business address on Yelp. Yelp however would not approve the change because (they said) the new address had to be put somewhere else online or they wouldn’t believe it. To fix the problem, Chris had to change the address on his website which allowed them to fix the address issue. While a little annoying it does make some sense – after all, not everybody is as nice and honest as Chris, and oftentimes they will use little tricks to try to scam people.

Speaking of Yelp, David talks about South Park’s episode which takes down Yelp’s business model. It is NSFW (Not Safe For Work.) A must-watch episode: http://southpark.cc.com/full-episodes/s19e04-youre-not-yelping

Chris then shared a difficulty he has with social media: Too many accounts with not enough time to use all of them, coupled with having “content out the wazoo,” as he says. To manage this, Chris uses the Buffer app, which schedules your Tweets in advance. So he dedicates 30-60 minutes every Tuesday morning to schedule his social media content to publish automatically over the next week. It’s a great time-saving tool which takes a lot of his stress away from sharing so much content. The key: Don’t be spammy. Spammy is basically repeating the same content 7x/day and overly self-promotional.

David then talked about Streak, a gmail CRM integration (customer relationship management helps keep track of your sales pipeline.) It also helps schedule emails and see if someone viewed your email. David would also love to see a CRM integration with LinkedIn, which doesn’t seem likely in the near future. David also talked about how the hacker group Anonymous outed several people on Twitter as members of the KKK. Follow #opkkk for more information.

Anyhoo, Chris discussed an event at an event at a local Colorado Springs radio station (KCMJ) and how a woman named JL delivered a presentation. JL did a live Periscope broadcast to connect with her fans before her in-person presentation. It served as a hello and a commercial of sorts for her fan base, allowing them to hear directly from her on location.

David brought up how his friend, Brian, believes that Twitter is useless. One of the greatest ways to use Twitter is using hashtags at conferences and association meetings. This allows people to have open conversations using these hashtags, which allows for a potentially huge global conversation about all kinds of topics. Chris added that people can have their own micro-conversations with their own audiences, too. Chris brought up the issue of Facebook hashtags. Are they useful? Chris doesn’t even know how to search hashtags on Facebook. David says he doesn’t know anyone who uses it effectively; it’s mostly used ironically.

Then Chris discussed LastPass, a way to share passwords securely with others without actually giving away your passwords. Primarily though, it’s a great way to keep all your own usernames and passwords in one safe place. After you allow LastPass to remember your username and password for a particular website, in the future when you log in LastPass will fill in your username and password for you. If you have lots of accounts everywhere this is a great tool.

Chris also mentioned that he’s a member of many Facebook groups and was concerned about how to keep up-to-date with all of them. Good Facebook groups can keep people in touch with each other and foster important, fun conversations. Chris belongs to ABBO (accountants, bookkeepers and business owners) and Voice-Over Camp. He wasn’t sure how to stay in touch with the group. David suggested Chris turns on alerts for those groups which will keep him up-to-date of the discussions happening there. When he gets an alert, he can quickly scan the message and comment if he wants to, and ignore the conversations he doesn’t want to participate in.

Finally, a letter to the Social Media Therapists:

Dear Cathartic Chris and Doctor David,

The other day I was on LinkedIn and got a marriage proposal from a person in Russia. They are quite attractive and claim they have a lot of money in a Nigerian bank account, which I could also access, but only if I became a co-depositor on the account and put $5,000 into it first.

What should I do?

Sincerely,
Lonely on LinkedIn

In a nutshell: don’t do it.

See you next time! #UnscrambledArmy

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Social Customer Service Now Critical for Hotels – Ep.61

We proudly welcome DJ Vallauri – Founder & President of SocialVoices.com, Lodging Interactive and The Interactive Firm! …And a quick Thank You to our sponsor, TribeBoost! A great way to grow your Twitter audience with relevant and quality people. Learn More Here, and be sure to use Coupon Code “unscrambled” for 15% OFF the first month 😉

DJ Vallauri - Founder and President of SocialVoices.com, Lodging Interactive and The Interactive Firm

DJ Vallauri – Founder and President of SocialVoices.com, Lodging Interactive and The Interactive Firm

Nowadays hotel guests expect customer service via social media pre and post stay, and a lack of engagement on the hotels part can damage their brand considerably. DJ explains…

But first – our news item: a judge declared that Yelp, a business rating website, can change its ratings based on whether businesses pay them money or not. This is especially frustrating because Yelp adds businesses to their site without the owner’s consent and you cannot take it down — unless you pay them. David said he uninstalled Yelp after hearing this because they are no longer a trustworthy source of objective information.

Then on to our guest: DJ from Social Voices. DJ’s company offers social customer service support to hotels with a fully-staffed, US-based company that monitors customers complaints in real-time, 24/7. This is remarkable by itself, but what really stands out is the return that hotels get who use his service.

DJ shared specific stories of how hotels have turned a social media complaint into something positive. The effect that these cases have on a hotels online ratings is enormous. [Listen to the episode to hear the stories]

First and foremost, people expect to be heard on social media, and if they are not they get frustrated and will oftentimes move to another service, quickly. Chirs asked David if he ever complained on Twitter about a company and David said yes, he complained about a conference hosted by Salesforce. They gave horrible service and David said he does not want to work with them because of that.

DJ says he uses Salesforce and other tools such as Radian6 (owned by Salesforce), HootSuite, SproutSocial and more to monitor hospitality complaints for clients such as Starwood Hotels, Hilton, Marriott and more.

Once a complaint comes in, they have an “escalation process” which allows for prompt replies from hotels to their guests. This process they have developed has helped hotels in many ways. As Chris pointed out, this means hotels do not have to hire full-time staff to monitor social accounts 24/7, saving them time and money.

The results for their clients are excellent: a happy guest will share their satisfaction across their social networks which increases brand loyalty. (Insert stats here.)

Finally our Tip of the Week: LinkedIn allows you to keep track of what everyone in your network is doing with the “Keep in Touch” feature, found under the “Connections” tab. Once you click on Keep in Touch, you can see what changes your entire network have made in terms of career changes, promotions, etc.

DJ Vallauri

DJ Vallauri - Lodging Interactive, The Interactive Firm, and SocialVoices.com

DJ Vallauri provides the overall company direction and continues to develop leading technology products and services for the hospitality industry. He has held sales, marketing and business development positions with companies such as Meridien Hotels, Reed Travel Group, American Airlines‘ – AMR Information Services, Cendant’s subsidiary WizCom International and Prime Hospitality Corp. In addition, he founded two e-commerce businesses, which he subsequently sold in early 1999. twitter.com/djvallauri

Thanks DJ!!!

*and THANKS to all our listeners for tweeting along LIVE with hashtag #unscrambled!

And Thanks again to our sponsor, TribeBoost! (helping you grow your Twitter audience….and be sure to use Coupon Code “unscrambled” for 15% OFF the first month 😉

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