Cindy W. Morrison

Why Peter Shankman Believes Customers Now Call The Shots

While in NYC last week to help Tory Johnson with her Media Mania event, I got the chance to meet Peter Shankman. I have a short list of social media gurus I want to meet… and he’s on it.

Peter is best known for founding Help A Reporter Out. I highly suggest you sign up for HARO so you can get a free heads up when the media is looking for someone with your qualifications. Peter is also one of the social media pioneers and continues to break ground. So, I wanted to share his tips from NYC w/ you….

“Customers determine the direction of your company.”
Peter started HARO as a group on Facebook but his customers quickly dictated that it grow into something much more. Believe me, your potential and current customers ARE telling you what they want. The question is: are you listening? Whether you’re listening to customers in your store or through social media, there’s no reason you shouldn’t be relevant. Forbes Magazine just did a cover story about this very subject last month called “Social Power – Why Customers and Employees Are Calling The Shots”.

Don’t believe clients are in control more than ever? 15 years ago, I wrote a complaint letter to an airline about a nightmare trip. I never heard a word. Yet, just this year I tweeted about being stuck in a hot plane on the tarmac. Within minutes the flight attendant said she was turning the air cooler b/c of a tweet. WOO HOO!! We customers like to tell you what we want… you just have to open up every avenue to listen.

“If you want great PR… then deliver good customer service.”
No one will sell your brand better than satisfied customers. Add in social media and your customers can have a pretty big voice. People want to do business with those they like and trust…and they’re not afraid to tell their friends.

“Having anyone listen to you is a priviledge not a right!!”
I sorta get a hitch in my git-a-long when someone preaches at me about what I should and shouldn’t do on social media. DELETE!! If you’re like me.. you’re probably worn slick when someone tells you what you SHOULD do. While I believe the Freedom of Speech is a right (hello?! I was a TV journalist for 20 years!)… I do agree with Peter that someone listening to you is a priviledge. So, why not be thankful when someone takes time out of their day to read your blog, reply to your tweet or think you might have something important to say.

Great quotes, Peter!!
Thank YOU!!