Last night, BatchBlue Onboarding Specialist Stephanie Sweeney and I made the drive up to Boston to attend the Rock Stars of Social CRM event, hosted by Radian6 and Chris Brogan. They had a lot of fun with the Rock Star theme, complete with colored stage lights, concert tees and even a full-blown Rock Band set-up for audience members to rock out with after the panel.
The panelists included were Frank Eliason (Comcast), Paul Greenberg (Author of CRM at the Speed of Light), Michael Thomas (National President, CRM Association), and our favorite CRM go-to guy, Brent Leary (Co-author of Barack 2.0 and Co-founder of CRM Essentials).
Because we consider BatchBook to be a social CRM (slide via Brent Leary), I was curious to hear what the folks at the cutting edge had to say. I was especially impressed with Frank Eliason’s inclusion on the panel, since he represents a company that is actually out there doing all this stuff. While I always appreciate the bird’s eye view from consultants and experts, I have to agree with Doug Haslam of Shift Communications‘ assertion that he’s getting a bit impatient with social media.
After the panel, Doug and I had a brief conversation where I wondered if, when email entered the picture ten years or so ago, there were endless conferences and seminars and articles written about how email (a communication tool in the same way that social media is a communication tool) was going to fundamentally change the business world.
Admittedly, email did change the way companies interacted with their customers – I was in the customer service department at Amazon.com in 1997 and I witnessed it happening first-hand. Customers found it insane that we didn’t take phone orders; that Amazon was an Internet only company. At the time, we were too busy answering customer emails to talk about email as a tool.
That experience definitely influenced BatchBlue’s commitment to providing excellent service. One thing BatchBlue does using social media is host a weekly Twitter chat called SBBUZZ, where small business owners can talk about the issues (largely focused on social media and other technologies) that are most important to them. What’s nice about this event is that a real community of folks has developed there. Each week, there’s an opportunity for folks to share what’s working, what’s not, what kind of issues people are having, even just to swap funny stories about what happened over the course of the past week as they deal with running and growing their businesses.
If Social CRM is all about the customer, I guess what I’m missing at these big, “rock star” events is more of a presence from other small business owners who are in the trenches, actually using these tools to build their customer relationships every day. There are plenty of Rock Stars out there, talking to each other on SBBUZZ and similar social media places. And my favorite Rock Star, Stephanie, was sitting right next to me. She in every way embodies customer service and building customer relationships done right. I’d wear her concert tee any day.
Last month, I celebrated my two year anniversary with BatchBlue. I can’t believe it’s been two years already. I can’t believe it’s only been two years.
I also had a birthday right around that time, so the oh-so-thoughtful Sean figured that made it a perfect time to upgrade my laptop. So, I went from the older white MacBook to the shiny new aluminum one. While I love the new computer, it is with some hesitance I let the white one go. The thing has been essentially an extension of my body for the last couple of years. And let’s just say, it’s been well loved:
This was the first laptop I ever stickered up. Each sticker has a story and now is as good a time as any to share them.
Belle: Before we had our lovely Providence office, we were a completely virtual company. Living rooms became conference rooms. One day, I got up from sitting on the floor at Pam’s house. I had a Belle sticker stuck to my butt. Pam has three kids, so this isn’t very surprising. The laptop was already well-stickered at this point, so on it went.
BatchBook: Well, that’s us silly!
Twitter: When Saul Colt sent me an autographed FreshBooks sticker (see #8), he also tossed in an extra Twitter sticker. While there may not be many things I like more than Twitter, Saul Colt is one of them.
WordPress: I’m a big WordPress fan, and Matt Mullenweg gave this sticker to me at SXSW 2007 after I said something nice to him. I saved the sticker until I finally had something worthy to stick it to.
HubSpot: As the developer of a marketing website, I love HubSpot. So many things that were previously trial and error have become well oiled machines (SEO keyword selection, inbound link monitoring, etc.). HubSpot even interviewed Michelle and I for a case study (and released a portion of the interview for their inbound marketing blog). The fact that I just linked to them with their favorite SEO keyword shows you what I learned from HubSpot!)
SimpleBits: Similar to the WordPress sticker, I had this one for a while (since 2006) before applying it to something. SimpleBits is the design shop run by Dan Cederholm in Salem, MA. I got the sticker (and my trademark SimpleBits shirt that I always seem to be photographed in) at a Carson Systems workshop with Dan. Dan’sbooks and his blog heavily inspired the approach I take to design. And he’s a swell guy to boot.
Creative Commons: Michelle gave this one to me, and Creative Commons is a wonderful thing. Personally, I often pretend it’s a CC Chapman sticker.
FreshBooks: As mentioned in #3, this was given to me Saul Colt (that’s his autograph!). At the time, he was the Head of Magic for FreshBooks. Now he holds the same title for Zoocasa.com.
iStockPhoto: Like HubSpot, iStockPhoto just makes my life so much easier. Specifically, I’ve written before about how Kemie (an iStockPhoto contributor) is essentially an honorary member of the BatchBook design team. I got this sticker from the nice iStock team at SXSW in 2008.
bata: When Stephanie went to Japan, she had a little sticker set to help her learn the language. One of her favorite words in Japanese was bata (butter). It kind of became an inside joke and the sticker found it’s way on my laptop.
Firefox: Along with the WordPress sticker, I got this one at SXSW in 2007 and saved it. While I use Safari for browsing, Firefox simply can’t be beat as a development browser.
Kidoinfo:Kidoinfo is a Rhode Island-based site for parents run by our friend Anisa. Anisa has built an amazing resource for local parents. It’s so handy to quickly find something to do on a rainy day!
Barcamp Austin III: Michelle and I made it for the very end of Barcamp during SXSW in 2008. Barcamp is an “unconference” (meaning it is essentially a “user-generated” conference put on by the attendees themsevles). We missed out on the sessions, but we did get to hang out for the incredible live karaoke band Karaoke Apocalypse. That was the night my respect for Chris Brogan and Laura Fitton shot throught he roof.
DEMOfall07: The very last one is the very first sticker to grace the MacBook. When we launched our public beta at DEMOfall07 in San Diego, this laptop was the demo unit. It’s just a simple inkjet label with the company name, station number, and date & time we presented (which actually changed, so it’s not totally accurate). But it might be my favorite of all the stickers.
I’ve been using Macs exclusively since my dad got us an Apple IIGS in 1986. I’ve had quite a few Macs over the years. This white MacBook was definitely my favorite since my beloved PowerBook G3 Pismo. It was powerful. It was dependable.
Michelle and I recently spoke at the 22nd Annual Maine Telecommunications Users Group (MTUG) conference up in Portland, Maine. Our presentation, called “Social Media for Business”, provided an overview of the types of social media sites out there, how you can get yourself or your business involved, and how we at BatchBlue have found success using social media.
In slides 3–31, we cover the types of social media sites, who the big players are, and some usage and demographic statistics. In slides 32–35, Michelle talked about some examples of how we’re using social media.
In slides 36–41, Michelle shared some stories of people we originally met on Twitter who have become and important part of our business. In the presentation, those slides merely show photos of these wonderful people, so I wanted to take a moment to call them out here.
Slide 37: Saul Colt (@saulcolt on Twitter), now with Zoocasa.com, was with FreshBooks when we met him down at SXSW in 2008. We happened to walk up to a pancake breakfast held by the FreshBooks folks and mentioned we’re customers. FreshBooks then took BatchBook out to dinner and surprise, surprise—FreshBooks and BatchBook hooked up.
Slide 38: TJ Sondermann (@sondernagle) is the closest thing BatchBlue has to a mascot. Not only is he a great friend and full of great ideas, he actually came up with the concept of our wildly popular Twitter tee shirt (shown on Slide 39).
Slide 40: Michelle Wolverton (@chelpixie) is another great friend that was met quite a long time ago on Twitter. She’s now our virtual project manager for a whole bunch of things.
Slide 41: Adam Tucker (@adamjt) is our brand new Systems Administrator here at BatchBlue. And we first met him on Twitter. In fact, I vividly remember “meeting” him—Michelle and I were meeting at The Coffee Depot in Warren, RI. Suddenly, I got a new follower notification from someone in Warren, RI (it was Adam—he lived in Warren at the time). I remember standing up and looking around the place, thinking someone was looking over our shoulders.
We closed with (Slide 42) a list of things the attendees could do to get started in social media.
The crowd was very new to social media (just one person had a Twitter account). My favorite question was “Can I legally require all new employees to become friends with our HR person on Facebook?”. I liked that for a few reasons—not only does it show how social media is permeating the workplace, it also shows the sense of fear from employers combined with the knee-jerk reaction to (try to) control usage. Our favorite answer to these types of questions is that you simply need to hire responsible people and everything will take care of itself (and perhaps provide some simple and clear guidelines).
Thanks to Steve Hand and Norman Houle of MTUG for asking us to talk. We had a lot of fun!
I grew up on Cape Cod, so to me a place that serves fried seafood on picnic tables in a parking lot covered in crushed clam shells is my idea of heaven. When I first saw the hand-lettered sign in Warren, RI, two summers ago that said simply “Clam Shack” with a crooked arrow pointing vaguely towards the water, I pulled a U-turn to hunt it down faster than you can say “lobster salad”.
The Blount Clam Shack is opening to its third successful season offering delicious fried foodstuffs, coleslaw, hot dogs, lobster rolls and other fabulous summer fare. It’s kid- and family-friend, in fact on crowded nights you may find yourself sharing a table with strangers whom you quickly get to know over shared malt vinegar and spilled lemonade. The Clam Shack is right on the water, which adds an exciting element of danger for the kids as they watch boats sail by and lean over the edges of the dock to look for tiny fish, squid and other sea creatures swimming by (there’s even a sign that says “Don’t let your little snappers fall in the water”.)
Summer is by far the best part about living in New England. For me, the Blount Clam Shack embodies all of its greatest elements: delicious food, close proximity to water, outdoors, family fun and kind of sticky and smelly in a quintessentially summer way. I’m so glad the Blount Clam Shack opened so that my kids can share some of the same memories I have from the clam shack days of my youth.
The Blount Clam Shack opens this weekend! See you there…
Blount Clam Shack
335 Water Street
Warren, RI 02885
p: (774) 888-1300
w: http://www.blountseafood.com/store/shack.php
Know a small business Super Hero, or are one yourself? Nominations accepted all this week for the Small Business Super Hero contest. Win fabulous prizes and Internet fame!
The Boston Martial Arts Center is one of my favorite small businesses here in Boston. When I first met Mark Davis and took a look at their website for development, they were stuck 15 years behind the times. The site’s now updated, and they’ve reached beyond their comfort zone and have begun marketing using the web. A large leap for a small business!
They offer many classes in the study of martial arts, starting with an easy introductory class. While they offer advanced classes like Taijutsu, they also offer self-defense classes to the community, teaching how to recognize when one is most vulnerable and self-protection when a situation calls for defense. They even have classes for small children, teaching them non-violent resolutions to problems and giving positive reinforcement of good behavior. Great lessons for any child to learn!
No stuffy center or competition, just respect for martial arts, learning and each other. The instructors go out of their way to make everyone feel comfortable when they step into the center, putting anyone instantly at ease so they are ready to learn.
Boston Martial Arts Center
161 Harvard Ave #4e
Boston,MA.
(617) 789-5524
Know a small business Super Hero, or are one yourself? Nominations accepted all this week for the Small Business Super Hero contest. Win fabulous prizes and Internet fame!
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