Keeping our series on social media winners we come across, today I wanted to share about a great story that happened to me recently. As many of you know, I participate in an online radio show called Social Media Edge with Ken Cook, Jason Crouch, & Mike Mueller. The show airs every Tuesday at noon and we have been blessed with some really awesome guests in the past. I have been actively participating in the show now for well over a year. We broadcast online at BlogTalkRadio every week.
During our last broadcast, I had several people in the chatroom complaining about the ads that kept running on the screen. These ads would take over the sound of the broadcast and you would miss important parts on topics we were discussing. Since I normally call into the show instead of just listening online, I didn’t know what they were really talking about. Then later on that same day I was listening to a friend on a different broadcast on BlogTalkRadio.
The person being interviewed has a soft voice so I had to crank up the volume on my computer to hear. Now one thing that you must understand is this. Since I work in my home office all day long, I like to have music playing at louder than normal volumes. To accomplish this, I have connected my computer up to it’s own home theater. Might be a little overkill, but I love it. So I had the volume for this particular broadcast maxed out to be able to hear the guest.
All of a sudden music started blaring and almost made blood come out of my eardrums from the loudness as a commercial for Tide Detergent started playing. I immediately searched for a mute or pause button and after about 7 seconds I could quiet the ad. In my frustration, I sent out a tweet to @blogtalkradio saying the following:
Hey @blogtalkradio the auto player ads on the radio shows is really annoying. It interrupts the show! Please fix it!
To which the promptly replied:
@jb140 Hi Jeremy, Thanks for ur feedback. Would it be possible to have a quick convo with you about your experience? Can u DM us with a #?
I sent them my contact info and within minutes my phone rang. I had an awesome conversation with Amy and she apologized for the inconvenience as well as asked if she could help with anything else. She was beyond friendly and helpful. She even gave me her skype ID to contact her if we had any other issues in the future.
Paying attention to what consumers are saying about your business is vital. You need to constantly be monitoring what consumers are saying both positively and negatively. More importantly, you need to have someone handling the social media aspect of your company that can make you a winner and not a loser. In this example, BlogTalkRadio has done very well by having Amy handle their social media monitoring and because of that has won our Social Media Winner of the Week award!