5 Lessons from Reese’s Christmas Tree

Jenna WinslowToday I have a guest post from Jenna Winslow.

Jenna Winslow is a recent graduate from the University of Southern Indiana with a Bachelor’s Degree in Marketing.  Jenna interned at Signarama Evansville during her senior year and is currently the Digital Marketing Intern at Ten Adams Marketing.

5 Lessons from Reese’s Christmas Tree

Social media is not only a fun place to interact with friends, family, and businesses; but is also quickly becoming one of the leading marketing platforms. Social media offers the ability to reach consumers and to connect with them unlike ever before.  And in our rapidly evolving technological world, social media can either make or break a company.

Unhappy customers often go straight to social media to complain about a product or recent negative experience with a company.  And if they are able to express their rage in less than 140 characters, they typically tag the company’s social media account directly in the post.  All eyes then turn to see how, or if, the company responds.

There have been various cringe-worthy social media fails over the years: companies responding inappropriately to complaints – or just flat out ignoring them.  There are plenty of lessons that can be learned from these mistakes; however, just as many, if not more lessons, can be learned from social media wins – when a company nails their response to public customer complaints, settling the issue.

Reese’s had a social media win of their own after releasing their annual Reese’s Christmas Tree last November.  Social media savvy customers headed to Twitter to express their thoughts regarding Reese’s Christmas Trees – or more like the lack of resemblance to a tree.

image 1

Despite being put in a difficult situation for the entire world of social media to see, Reese’s was not fazed by the complaints and used them as an opportunity.  Their response is what I would call the biggest social media win of 2015.

Reese’s created a Twitter campaign exclusively focused on the ugly, misshapen trees, making it official with the hashtag #AllTreesAreBeautiful.

image 2

image 3

 

Reese’s did not simply apologize to their customers, although they did apologize. Reese’s took their response one step further by admitting the Christmas Trees are not perfect, and fully embracing that fact.  “It’s not what it looks like, it’s what it tastes like.”

Here are 5 lessons we can take away from Reese’s Christmas Tree win:

  1. Your customers are on social media, and you should be, too; build connections and reach customers you otherwise may not have been able to.
  2. Monitor what people are saying; turn complaints or bad reviews into an opportunity to gain feedback and learn from your customers.
  3. Never ignore a complaint on social media; not only does this reflect poorly on you, it could also be a missed opportunity.
  4. Engage with your customers on social media; whether a comment or post is about a great experience or a complaint, it requires a prompt response.
  5. Use social media to improve customer service; this can be as simple as responding to a complaint, and shows customers you value them.

Connecting with customers is easy thanks to social media, creating the opportunity to provide exceptional customer service.  Your next response to customer feedback on social media doesn’t have to become an entire Twitter campaign – but it could!

Let the Journey Begin

I got a text on Wednesday morning offering me a ticket to the WIllow Creek Global Leadership Summit. (I love this conference. I just failed to get my early bird ticket and to ask off work. I really didn’t think it was in the cards for me to go.)PhotoGrid_1438959979580

“SURE!!” I replied.  “What do I need to do to “earn it??”

“Just post on your social platforms your experiences.”

“Sold!”

(DUH. I would do that even without asking!) I thought.

 

So I went out on a limb, asked my boss Casey Valiant at Signarama if I can ditch two important events and basically take two days off.

He didn’t even hesitate. “Sounds good,” he said. Part of me thinks he might be doing the happy dance for two days of quiet, but I really know that he cares. They all do – the Valiants are just those kind of people. They care about our personal growth as much as our professional growth.

The first thing I took note of was the companies who bought tickets and paid to send their leaders to a 2 day Christian-influenced conference.  Companies like Springleaf and FC Tucker, who sent over 20 people each. Others like Berry Plastics, Bethel Manor, Bob’s Gym, The Dream Center, Flanders Electric, GAF Roofing, Heritage Petroleum, Jacobsville Join-In, Old National Bank, Victoria National, and Walther’s Golf n Fun all sent leaders to this event.

The second was people like Sally and Dan who took vacation time to make sure that they could be here.

I had PAGES of notes and tweeted EVERYTHING.  Had to earn my ticket right? If you want my notes, go back and look at my twitter feed for those two days. If you want condensed notes, check out Trey McClain’s blog. He is the pastor of One Life West and my ticket sponsor.

During the last session.  Craig Groeschel, of LifeChurch.tv, killed it. He gave an example of how and why as your organization grows, your mindset has to change. He then offered 5 areas for us to improve.

1) Build your confidence.

2) Expand your connections.

3) Improve your competence.

4) Strengthen your character.

5) Increase your commitment.

He was very clear, we could only expand one area. Not 3, not 4 – ONE. He asked us to write all 5 down and be thinking on which one we would choose. He then went on to explain each.

As I listened, I thought “These are all really good. It’s hard to choose. Let me see. I think I am a good networker and have some strong connections. That’s my tag line after all. “Making connections to build community.” I can knock that one off the list.” I then listened to all the others as he explained.

 

Now came the time of truth. What to pick? As he called them off, we were supposed to stand. As he called off # 2 “Expand your connections,” I jumped up out of my seat like a kindergartner who had the answers. Wait What? That was at the bottom of the list?? Well, OK.

Expand your connections, it is.  So to make it stick, I tweeted:

I choose to expand my Connection. @craiggroeschel @lifechurchtv #GLS15 @onelifewest @treymcclain @DaleBeaver #HoldMeAccountable please

As soon as it was over, I rushed over to Trey. I thanked him for his part in what felt like something BIG brewing. I saw people waiting to talk to him, so I asked him to pray for me and moved back to start packing up. That’s when I realized Dan Sully was waiting to talk to me, not Trey.

He came up and pointed out a young gentleman, and told me we needed to meet. I then asked him if he had seen my last tweet.

“No, was it about international issues?” By then, the young man had made his way over and told me that it was nice to meet me. Dan had told him about me, and felt we had to meet. I shared with him what I just experienced. I told him that it’s not often you can be so sure that God wants you to meet someone.

“It’s VERY nice to meet you.” We continued our conversation as I packed up to leave.

Later that afternoon, I called Dale Beaver, my pastor, at Christian Fellowship Church.  I shard the story and asked for prayer.

As I was on the phone with him, I remembered the first time he really counseled and prayed with me about my business.  It was on a Monday. He preached on the Sunday before. (He wasn’t Senior Pastor at the time, so he didn’t preach every Sunday.) I still have his sermon notes.

“God made you to walk among those you love

and those you don’t yet know.”

Words he spoke in February of 2010 have been playing on endless loop like a bad 80’s song you can’t get out of your head.

I don’t have a clue where this mission/quest/challenge to expand my connections is going to take me. I don’t know how this story ends. But let the journey begin as I publicly commit to connect to more people on a deeper level, and open my heart to possibilities.

 

Determined to be the Solution

There are a lot of reasons people blog about Shaun King. He’s an entrepreneur. He’s a distinct voice in social media. He’s a walking miracle. He’s an advocate for courage.

This is not the first time I have blogged about Shaun. I first blogged about him because, late at night, a friend said, “if you are not, please pay attention to the tweets from Shaun right now.” What I saw moved me. It changed me. But it was in the middle of the night. I was afraid so many people would miss the moving message. I put that post on my tumblr blog, which I use more for personal and non-tech topics.

I am again sharing the story of what this “broken man” is doing in the world today. At least he posted this in the middle of the day. But broken up in the crowded twitter stream, I felt something got lost. I read it and wept.

I am choosing to put this on my business blog for four reasons.

  1. He is using social media to communicate, connect and raise awareness for a cause — 7 of them, in fact.
  2. I think it is important to highlight when someone is being effective in their social efforts. We can learn from what others are doing.
  3. I’ve not looked at data to support this, but I would bet that more of my professional blog followers are using geolocation services like Foursquare. Next time you check into a food place, remember Shaun’s reason #1 (read on to see what I’m talking about).
  4. I want the people and businesses that follow me to be aware of causes and problems in our world. I want them to understand that even if you can’t help by giving, you can help by reposting this story on your FB, twitter, LinkedIn, G+, e-mail lists, and anywhere you think people will read it. In Shaun’s words, “YOU have WAY more potential to radically change the world than you know. “

Historically I avoid topics that are “touchy.” I want you to read this not from any political standing, not from any religious perspective, but as a human being. Read his words and absorb the gravity of suffering that he is describing. Read his words and connect with some fellow human beings who are living in hell.

 

The following series of tweets are from @ShaunKing

Seriously powerful and moving.

<—-Blowing off the dust from my soapbox. Get ready. If you have truth allergies unfollow me for the next 15 minutes.

Is this mic on?

Right now. @ this moment. THOUSANDS of people (particularly babies) are dying of dehydration & starvation in Somalia. Worst famine in 30 yrs

Let me break down what is happening and give us all insight in to what we can do. Possibly the worst humanitarian crisis in our lifetime…

5 factors have caused what now equates to millions of people being severely malnourished and scores of needless deaths. Here they are…

First off, let me say that you need to care about this. We are citizens of this world & babies & pregnant moms are dying in droves.

5 Reasons why a Famine was just declared in Somalia (first in decades)…

5. The love of money is the root of all evil. Wherever starvation of this magnitude exists so does great corruption. Corrupt gov. there.

4. Three years ago Somalia barred ALL aid/relief organizations from the country. All of them.

3. Somalia (and the surrounding region) is experiencing a ONCE IN A LIFETIME drought. Bone dry. Everywhere. As far as you can go.

2. One million Somalians have, by foot started to flee the country, but found out that almost nobody wants them or can handle them.

Finally, the final reason this famine exists is personal…

1. A famine exists in Somalia b/c you & I don’t care enough. We eat like hogs & throw away half full bottles of water & ignore the world.

 

At the end of this conversation I will give you 4 news sources to read & 4 solutions, but let me press my case for a minute.

 I believe that God holds us accountable for what we do with what we know. You & I pretend way too much like we’re giving the world our best.

Are you listening? It’s about to get real.

I read this article. It hurt me. Moms and their families were starving to death and had no water so they started walking from Somalia to…

Kenya. It was brutal and harder than they expected. Took many moms 4 weeks to walk it. Thousands died on the walk alone. What i am about…

to say broke me down. Unable to carry their kids, mothers regularly sat their dying babies down and left them on the road. The journalist…

said that on 3 occasions he saw women near death show up @ the Kenyan border w/ dead babies strapped to their backs.

Let me give you four articles to read. You have to see this for yourself. It’s awful, but we can make a difference.

Please retweet my tweets and let’s begin making this crisis known. Please begin educating others with what I am telling you. It matters

Babies like him are arriving in the Dadaab Refugee camp in droves. They mainly die once they arrive. http://twitpic.com/5tkgyk

LA Times Article today from Robin Dixon on Somalia:http://t.co/tpq2c7N

The best articles on the famine/drought in Somalia are coming from Al Jazeera. They have people there. http://t.co/ZruuLRq

Please look @ all 15 of these pictures from Somalia in the NY Times. This is OUR WORLD! http://t.co/982NQTq

We are discussing starting an @TwitChange campaign for Somalia. Something bigger than we’ve ever done.

Here are the 4 organizations that I know are on the ground in Somalia and particularly in the Dadaab refugee camp in Kenya (Ground Zero).

Doctors w/o Borders. They are on the frontlines w/ the famine in Somalia. http://t.co/dmZSB1x

UNICEF is there right now doing great work. http://t.co/F3zWoVv

OXFAM is giving the crisis in Somalia their best shot:http://t.co/gwBuCs9

That’s all for now. Please be determined to be the solution for Somalia & people that are hurting all over the world. Be courageous. -Shaun

Follow him on www.TellTheMountainToMove.org/

Follow Last Launch on Twitter

 

Last shuttle launch of STS135 planned for 11:26am EDT today.

 

Follow it in REAL TIME by going to twitter. No need to sign up, just go to www.twitter.com and type  #STS135 (Or just Click that link)

 

You will see tweets from NASA, Mews media, Space geeks and from the selected twitter users from the l tweetup STS-135.  (More about that tweetup here.)

 

If you love space, get it real time from many angles. Usually tons of great pics, vids, and conversations from the tweetup people that you just don’t get with traditional media coverage.

 

If you are on Twitter follow a few NASA handles:

@NASA

@NASAKennedy

@NASAGoddard

 

4 ways to Use Your Influence to Help

 

Do more than like

Like is good, but show the love

As more and more people flock to social media sites, like facebook, twittter, and youtube to get daily and in some cases hourly dose and over doses of information input, so too are businesses and not for profits following along. Go where the people are right?

As one of the people that not for profits are following to your favorite social site in hopes to get your attention, how can you use your influence to help?

Like is not enough

Ok, you band, youth group, club, church or other not for profit is on facebook and they asked you to like them. Great. But that’s not enough. Granted they’re going to have to provide good content and keep you informed. But other than just seeing it in your stream, what good does this do them?

1.  Share

If they share you share. Whether it’s a blog on the latest update, a picture of a cool event, or a link to a story written about them, share it on your platforms. And while you’re at it switch it up. If you want to truly leverage your influence, take what your NFP posted on fb and share it on twitter, or Linkedin. By mixing up the platforms you help your cause reach a greater audience both for that event or post and for greater awareness.

2. Support by attending

Was that a call to action they posted? Attend the event as a participant. If you use geolocation, check in and let people know your there and the details they need to do the same. Post pictures of you and the event on your social platforms.

3. Offer to help

Contact your NFP and ask if you can help. Sometimes one more set of hands is exactly what is needed. Offer your connections. Maybe it is an event that needs businesses to sponsor or support it. Offer to contact a few of your connections to present the opportunity.  Just as in selling, a warm introduction is always more profitable than a cold call. Don’t forget to post pictures.

4. Tell your story

Why do you support them? What did they do to win you over? If you, a family member or close friend has been impacted by a service or program from your favorite NFP, consider telling your story. Post it on your personal, or company blog. Don’t have one? Write it out anyway, and send it to them.

 

No matter how you do it, do more than like.

 

 

Social Media in the Classroom

In an article by the New York Times

this week, they discuss one of the biggest challenges I see every time I enter a classroom. I’m not a professor. I teach people of all ages to use social media to do whatever they’re doing in life better: In the classroom, to learn. Outside the classroom, to get a job, and to become the best in their industry or field.  Every time I walk into a classroom however, I get the same frustrating tag at the end of an introduction, “It’s time to learn, turn off your phones and laptops.” I usually tell them to turn them back on.

In this article, they discuss the use of “backchannels” – or conversations driven by technology (twitter, and other chatting platforms) where students are free to ask and answer questions of the teacher and their peers without having to be embarrassed by speaking out loud in front of the whole class.  One student stated:

“When you type something down, it’s a lot easier to say what I feel.”

Isn’t that what you strive for, a way to encourage classroom participation?

 

Sugato Chakravarty, who lectures about personal finance at Purdue University,said before the backchannel tools:

“I could never get people to speak up.”  “Everybody’s intimidated.” “It’s clear to me,” he added, “that absent this kind of social media interaction, there are things students think about that normally they’d never say.”

What are your students thinking, but not saying?


The students who’ve been allowed to express themselves in a way that’s comfortable to them, digitally, have shared with us how they feel. In their own words:

“Everybody is heard in our class,” ~Leah Postman, 17.

“It’s made me see my peers as more intelligent, seeing their thought process and begin to understand them on a deeper level.”  ~Janae Smith, 17

That would do it for me, but I’m not a professor. Yes, there are fears and risks to deal with. But what else is holding you back? What can we do to convince you to overcome these fears and give your students an opportunity to be heard?

Again the students say it best:

 

“We tend to have the attitude that someone else will do it. But what happens when everyone thinks the same as you?”

“It only takes one individual to change,” another typed.

“If you want something to change you have to be willing to be that voice.”

“It really shows the impact one change can make,” a third student wrote.

“I agree with Katie!” someone added. “This class has given us a voice!”

Please post your comments. Tell me what we (the Social Media Club Education Advisory Board) can do to help you overcome your fear, answer questions, offer support…. So that you can give a voice to one student more who might just be the voice that can make a difference in your class room, to a peer, or to make a major change in the world?

Join us as we discuss this topic on the regular weekly twitter chat:  #smcedu  Mon 12:30pm

 

Not sure how to participate in a twitter chat? Here is a simple guide on how to participate in a twitter chat .

Go, Chris Go

My dear Twitter friend and fellow social media entrepreneur, speaker, and consultant, Chris Husong is participating in the Audi twitter contest. If he win’s he will be awarded $25,000 to a charity on his behalf.

 

You can read more about this contest at Mashable.

I would love to see my friend win this contest. If we are friends, even if we are not, can you please help him out?

 

You can help Chris get the money for his cause in 3 ways:

1. Re-tweet his tweets,  with the #oldwatch and #progressIs hashtags.

2.View this TwitPic: http://twitpic.com/3zmaem (additional points if people comment on the pic with the #oldwatch and #progressIs hashtags. )

3. Write you own blog about this contest.

 

 

Why would you want to do this?

  • Because I am asking you as my friend to help a fellow friend.
  • Because this is a great cause.
  • Because this is a a fun and interesting way for a brand to get people talking, and to do so for social good.
  • Because I said please.

Thank you!

Real Time Info

We are privileged to live in a community that utilizes twitter to inform residents about weather conditions, and Traffic/Road conditions.

Even if you are not a twitter user you can find this

real time information and use it.

1. Go to www.twitter.com

2. Type in the search bar #tristateWx or #tristateRoads (or click the links<–)

3. receive updates on the weather or roads as they happen.

If you are a twitter user:

1.Please use the #tristateWX and #tristateRoads hastags if you are tweeting about these topics.

2. Report the weather and road conditions in your area.

3. Tell us where you are (noth side, east side, by XYZ school…)

4. send pics

Thanks to all the news channels and citizen journalist who already use these hashtags.

My 5 Must Have Books

 

#1

Almost isn’t good enough by Wayne Elsey.

#2

Branding Yourself by Erik Deckers and Kyle Lacy.

#3

UnMarketing: Stop Marketing. Start Engaging. by Scott Stratten

#4

Crush It!: Why NOW Is the Time to Cash In on Your Passion  By Gary Vaynerchuk

#5

The Thank You Economy By Gary Vaynerchuk


Fine Print: These are in no particular order. I have not received any money for my endorsements. I did receive my copy of Branding Yourself for free because I hassled Erik to death about it:) The Links are to my affiliate Amazon account.