Social Media Mavens / Experts

Embracing blogs to connect with a company’s network of customers is fait accompli for the tech industry, but what about the rest of the planet that doesn’t put its every movement up on Twitter?

Here are four retailers that are using blogs and social media in an attempt to better connect with customers.

Revenue: $375 Billion
# Locations: 6,800
Notable URL: http://www.checkoutblog.com/
Notable post: “Great News About WalMart’s Milk” (over 230 comments)

After several failed attempts at blogging, most notably the reviled “WalMarting Across America” shill blog, the planet’s largest retailer might be starting to get its act together.  In 2007, the Bentonville, Arkansas company launched the “Checkout Blog,” a group blog penned by nine of its corporate buyers that covers topics from the garden to video games to sustainability.  A definite step in the right direction for the company, with actual employees communicating about their individual areas of interest, with minimal company shilling taking place.

Revenue: $23 Billion
# Locations: 30,000+
Notable URL: http://csr.blogs.mcdonalds.com/
Notable post: “A Trip Down Memory Lane” (Good handling of a troll in the comments)

WalMart wasn’t the only retailing behemoth to receive derision for its initial forays into blogging.  McDonald’s, too, had its challenges. (Hopefully, you missed the fake “Lincoln Fry” blog, about a french fry shaped like the 16th President of the United States.  Yes, it was as abysmal as it sounds.)

The company behind the golden arches now has a “Open for Discussion” blog with weekly postings on topics regarding “Corporate Social Responsibility.”  While certainly better than the LIncoln Fry, there are still some challenges here:

1)  It looks to me like someone at McDonald’s headquarters has committed to some sort of MBO of “one blog post per week.”   As such, the posts are infrequent and not heavily trafficked.

2)  While it’s great to spread the wealth, all the most recent posts on the site (March-April 200 are from different authors.  Accordingly, each post is starting with a “who I am and what my role is” statement.  This also means that the revolving cast of characters hasn’t a chance to connect with readers.  It’s drive-by blogging.

3) To their credit, comments on the blog are open.  However, the paucity of comments makes me think that either (a) the blog is receiving almost no traffic or (b) the comments are being heavily moderated.  The bold TERMS AND CONDITIONS of the blog also state: “McDonald’s owns any comments or other content that you post on this site. That means that McDonald’s has the right to make, have made, offer for sale, use, sell, copy, distribute, perform, transmit, display, modify, adapt and otherwise use your submission(s) throughout the world in perpetuity in any manner that it sees fit without compensation to you. McDonald’s also has the right to use your name in connection with any use of your submissions.”  This is not the best method to develop trust and a long-term relationship with a customer.

Revenue: $9 Billion
# Locations: 15,000+
Notable URL: http://mystarbucksidea.force.com/
Notable post: “Vote For All Day Bold” (Giving contrarian viewpoints their due)

Of the four retailers profiled here, Starbucks has gone the furthest with respect to using social media to not only connect the organization to its customers, but to enable customers to rally around ideas as a community.  Their “My Starbucks Idea” site is a venue where customers can submit suggestions to the organization, vote on the suggestions of other individuals, and see which ideas are going to actually be implemented by the organization.

The best part of the site is not the technical implementation but, rather, the cultural one.  Starbucks does not seem to be censoring comments about their organization in any way, even when the feedback is less-than-stellar.  For example,  one representative comment on the site states:

“Decaf drinkers want strong coffee also. I go (or used to go) to Starbucks because of the decaf Sumatra, Verona etc. I can get Pikes Piss coffee from Tim Horton’s or McDonald’s. My grandmother makes stronger coffee. Starting today I am no longer a customer of Starbuck’s coffee except for whole beans. I urge everyone reading this to follow my lead and make Starbuck’s understand that the reason we (used to) spend our money on their overpriced coffe is because it is the best and no one else offers a strong decaf. There is strength in numbers - walk away today!”

The key thing that Starbucks realizes is that these conversations are taking place anyway.  If this site didn’t exist, customers such as the individual above would be making these comments in other forums that were removed from the organization, or on his or her own blog.  With My Starbucks Idea, the organization is getting the feedback in realtime, and has the opportunity to address issues in a rational and constructive way.

Revenue: $4 Billion
# Locations: 270+
Notable URL: http://wholefoodsmarket.com/socialmedia/blogs/
Notable post: “Slow Down and Green Up” (Rich conversation)

Although their CEO got himself and the company in some hot water by commenting negatively about a competitor using a pseudonym (n.b. the investigation into his actions has now been concluded), Whole Foods has a farmer’s market full of blogs, podcasts and videos they are using to give customers a variety of methods to learn more about the organization.

21. Tries to use Credit Card in Road Side Hotel.

20. Drinks and carries Mineral Water and always speaks of Health. (Proving to be very health conscious).

19. Sprays DEO such so that he doesn’t need to take bath.

18. Sneezes and says ‘Excuse me’.

17. Says “Hey” instead of “Hi”.

Says “Yogurt” instead of “Curds”.

Says “Cab” instead of “Taxi”.

Says “Candy” instead of “Chocolate”.

Says “Cookie” instead of “Biscuit”.

Says “Free Way” instead of “Highway”.

Says “Got To Go” instead of “Have To Go”.

Says “Oh” instead of “Zero”, (for 704, says Seven Oh Four Instead of Seven Zero Four)

16. Doesn’t forget to crib about air pollution. Keeps cribbing every time he steps out.

15. Says all the distances in Miles (Not in KiloMeters), and counts in Millions.(Not in Lakhs)

14. Tries to figure all the prices in Dollars as far as possible (but deep down the heart multiplies by 64 times).

13. Tries to see the % of fat on the cover of a milk pocket.

12. When need to say Z (zed), never says Z (Zed), repeats “Zee” several times, if the other person unable to get, then says X, Y, Zee (but never says Zed).

11. Writes date as MM/DD/YYYY & on watching traditional DD/MM/YYYY, says “Oh! British Style!!!!”

10. Makes fun of Pakistani Standard Time and Pakistani Road Conditions.

9. Even after 2 months, complaints about “Jet Lag“.

8. Avoids eating more chili (hot) stuff.

7. Tries to drink “Diet Coke“, instead of Normal Coke.

6. Tries to complain about any thing in Pakistan, as if he is experiencing it for the first time.

5. Pronounces “schedule” as “skejule“, and “module” as “Mojule“.

4. Looks suspiciously towards Hotel/ Dhaba food.

FEW MORE IMPORTANT STUFF:-

3. From the luggage bag, does not remove the stickers of Airways by which he traveled back to Pakistan, even after 4 months of arrival.

2. Takes the cabin luggage bag to short visits in Pakistan, tries to roll the bag on Pakistani Roads.

AND,,, THE ULTIMATE ONE !!!

1. Tries to begin conversation with “In US ….” or “When I was in US...”

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