Guest Posts, Social Media Case Studies, Social Media Strategy, Social CRM, Social Media Marketing

Do You Know Your Customers Enough to be a Social Media Hit?

SusanBaierLaughingAvatar Do You Know Your Customers Enough to be a Social Media Hit?Guest post from Susan Baier, a 20-year marketing strategy veteran with an MBA in Entrepreneurship. Her company Audience Audit provides strategic marketing support and audience segmentation research that helps organizations understand their customers better.


Being relevant to customers isn’t about just using their first name in an email. True relevance grows from a deep understanding of what motivates your customers, and ensuring that every contact they have with your organization shows to what degree your company values their reasons for choosing you. That deep respect for what drives your customers and prospects can’t be faked, either – you either live it or you don’t, and they can tell the difference.

The best example I’ve ever seen of this is from a company called ThinkGeek, which prides itself on carrying the most robust collection of unique, thought-provoking products with the biggest nerd appeal on the planet. They have 3 million unique visitors and 35 million page views every month.

ThinkGeek has a robust involvement in social media, with over 68,000 followers on Twitter, 50,000 fans on Facebook and over 11,000 subscribers to their channel on YouTube, which features ThinkGeek    Giant Bleeding Heart Gummy Candy Do You Know Your Customers Enough to be a Social Media Hit?company-posted videos demonstrating items like their proximity-meter t-shirts and fake-blood-filled, realistically gummy heart for Valentine’s Day.

They are successful because they unabashedly have the same interests as their customers, and they are incredibly consistent across all outposts. Here’s what they’re doing right:

Engage, Don’t Sell

ThinkGeek has separated their Twitter messaging into TWO feeds – one designed to sell stuff (which is hilariously called @thinkgeekspam and posts updates about products and promotions) and one which posts all sorts of geek trivia and responses to fan questions and comments, called @thinkgeek.

According to Jamie Grove, the company’s Director of Evil Schemes and Nefarious Plans (i.e. Marketing), ThinkGeek is “all about serving our community. Our social media activities live in our customer retention sphere, not customer acquisition – because the minute it’s in customer acquisition, it changes the nature of the conversation.”

Speak Your Customers’ Language(s)

ThinkGeek’s product descriptions are peppered with arcane references to geek culture, “inside jokes” that their customers not only understand, but appreciate. They have a navigation element on their site titled “OMGWTFUN”, and they recently sent an email with the subject line “ThinkGeek less than threes you.”

But the best example I’ve seen is on their Facebook page, where one fan posted an update on their wall — in BINARY CODE. ThinkGeek responded in binary, which spawned a number of additional comments and discussion, again in binary. If this isn’t speaking your customers’ language, I don’t know what is.

Be Human

ThinkGeek’s blog recently featured a post about their newest employee Guillaume, who is French – and “largely ignorant of our favorite American movie and television memes.” So, ThinkGeek launched “Operation Guillaume” – a full-scale effort to “convert” their newest employee to red, white and blue geekness.

For Part 1 of “Operation Guillaume”, the company launched an online poll of their fans to identify the highest-priority “geek” movies. Guillaume will watch the top movies and post reviews to the ThinkGeek blog – thereby connecting this employee with the company’s fans in a perpetual feedback loop.

Allow Your Customers to Express Themselves

The company also devotes a lot of website real estate (and effort) to encouraging their fans to share their enthusiasm for everything geek. Every product features customer “action shots” showing the product in use. (According to Jamie, ThinkGeek was one of the first companies to incorporate customer product photos into their online presence.) They have an ongoing “Techie Haiku” contest in which fans can win $50 (one of my favorites: “TPS reports./Didn’t make a coversheet./See you here Sunday.”)

They’re currently running a video contest for owners of ThinkGeek’s Electronic Guitar Shirt (which really plays) in which customers can upload rock videos of themselves playing the shirt for a chance to win a $500 gift certificate. They’re running another contest for owners to send in pictures of their own creations on the Lego-like Brick Construction Shirt. Engagement with their products is half the fun, and the folks at ThinkGeek encourage and cherish every fan’s own experience.

Integrate Marketing and Customer Service

After Christmas I had to return an electronic item from ThinkGeek that had stopped working. William, the Customer Service representative I chatted with saw my mailing address and mentioned the Noah’s Flood-type deluge the weather channels were predicting for us in Arizona that weekend. Jokingly, he asked if I was aware that ThinkGeek also sells arks.

That got a chuckle out of me. But what really surprised me was when I posted a Tweet about the great customer service I’d received from William, and got a reply back from @thinkgeek that the accolades had been passed along, and that William had offered to fly out to assemble my ark and bring my replacement item with him.

WOW! Within moments of my customer support conversation, the ThinkGeek Twitter feed was connected to my conversation with William. According to Jamie, the company’s employees “live on instant messaging, so customer feedback is shared all the time.”

ThinkGeek’s engagement with their customers is an organic result of their shared enthusiasm for all things geek. But the opportunity is there for any companies whose employees believe in and love what they provide.

What can you do to connect with customers who share your passion?

  • http://twitter.com/innovateaz/status/9621364521 Innovate AZ

    Do You Know Your Customers Enough to be a Social Media Hit?: Guest post from Susan Baier, a 20-year marketing stra… http://bit.ly/cLpnHN

  • http://twitter.com/epopulacedev/status/9621364535 Jim Weldon

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  • http://asimplerway.com/ Evo Terra

    A great post, Susan. And it gets to something a lot of retailers struggle with — how do I make remarkable content when I'm just reselling someone else's stuff. Obviously, ThinkGeek has personality. They wrap every product with personality, plus they seek out some pretty strange stuff that you just can't get anywhere else.

    And while not every retailer is quite as niche as ThinkGeek, *every* retailer can and should add their own spin on the products they sell. That's the price of admission. Be remarkable.

    After that, then they can look to ThinkGeek as a shining example of how to connect with customers in the real-time world we've all suddenly found us in.

  • http://twitter.com/trefdesigns/status/9623019803 TrefDesigns

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/berpelding/status/9623078109 Brad

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  • http://www.thesociallatte.com Jack Smith

    Great post and examples of a company finding unique ways to reach and engage with customers. I love the distinction between customer acquisition and customer retention. Although social media can be used effectively for both, I think it's incredibly important to know what your motives are and then consistently speak in those terms.

  • http://twitter.com/blikkfangeren/status/9625513643 Sverre Johnsen

    Kjenner du kundene dine godt nok til å bli en hit i sosiale media? http://ow.ly/1b9wu

  • lisa feder

    Thank you for this awesome post. Excellent reminder about sharing passion. It's like the lemonade stand video that Seth Godin posted awhile back… ENGAGE with your customers. http://bit.ly/4oQMmU
    We can learn a lot about customers by truly engaging with them.

  • http://twitter.com/susanbaier/status/9628858195 Susan Baier

    Mad props to @thinkgeek in my guest post on @jaybaer 's blog today. Really knowing your customers brings crazy success. http://ow.ly/1bbXT

  • http://twitter.com/jackalert/status/9629489578 Jack Smith

    @jaybaer has a great guest post by @susanbaier on Knowing Your Customers & Social Media: http://bit.ly/d0qWhU #kudos

  • susanbaier

    Thanks, Evo! I think you make a great point about the additional challenges when you aren't creating your own “content” — but instead, selling a selection of items made by somebody else. The basic premise holds — you've chosen those items for a reason, because they speak to who your audience is. You just have to explain that reasoning, literally or not. ThinkGeek's done a great job of knowing and defining their audience for all to see, so their selection makes sense.

  • susanbaier

    Thanks, Jack — I really like your use of the word “motives”. That's what's missing for so many retailers — their “motive” that ensures no disconnect between WHAT they're selling, and WHO they're selling it to. “Motive” is a great word for the WHY.

  • http://twitter.com/kopanomedia/status/9631438715 Kopano Media

    RT @jaybaer: Do You Know Your Customers Enough to Win in Social Media? (killer case study by @susanbaier) http://bit.ly/d0qWhU

  • susanbaier

    Hi Lisa, thanks for the nice comments! You're exactly right — I loved that post from Seth Godin and that's exactly what we're talking about. There's a difference between “Fans” and “FANS”, and we know which one's better, don't we? :-)

  • http://twitter.com/jolienenis/status/9631531950 jolien

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  • http://twitter.com/pandeypunit/status/9631760885 Punit Pandey

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  • http://twitter.com/beckypearce/status/9632021745 Becky Pearce

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/el_leprechaun/status/9632061851 Joseph Remesar

    ThinkGeek:68.000 followers on Twitter, 50.000 fans on Facebook and over 11.000 subscribers to their channel on YouTube http://bit.ly/d0qWhU

  • http://twitter.com/prcreator/status/9632275766 Laura Gajewski

    Know Your Customers Enough to be a Social Media Hit http://bit.ly/aLlkR1 This is a constant mission & customers are always changing

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  • http://twitter.com/braundoug/status/9632532708 Doug Braun

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/deyTdC by @susanbaier

  • http://twitter.com/kristen_okla/status/9632757345 Kristen Turley, APR

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  • http://twitter.com/openviewventure/status/9633017727 OpenView Partners

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  • http://twitter.com/gardenmarketing/status/9633112511 Kellogg Jonathan

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  • http://twitter.com/jamesgunnseo/status/9633283226 James Gunn

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  • http://twitter.com/ameliawoods/status/9633319523 Amelia Woods

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  • http://twitter.com/bloomgfootprint/status/9634527183 Katie Fox

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  • http://twitter.com/jenika29/status/9636382651 Jenika

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/d0qWhU Another great post about engaging online and NOT selling.

  • http://twitter.com/heathersanford/status/9636388843 Heather Sanford

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  • http://twitter.com/goldieisworking/status/9636409551 Goldie Chan

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  • http://twitter.com/atisocialmktg/status/9636576119 ATI Attraction Mktg

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  • http://twitter.com/jeromelesur/status/9636879980 Jerome Lesur

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  • http://twitter.com/joltsocialmedia/status/9638039556 Jolt Social Media

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  • http://twitter.com/bell2business/status/9638077941 Paul

    Case Study: How the NERDIEST company ever scores — "Do You Know Your Customers Enough to be a Social Media Hit?" — http://bit.ly/90fLff

  • http://twitter.com/suzannevara/status/9638208981 Suzanne Vara

    RT @jaybaer: Do You Know Your Customers Enough to Win in Social Media? (killer case study by @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/451heat/status/9639318732 451 Heat

    Do You Know Your Customers Enough to Be a Social Media Hit? http://ow.ly/1bilm

  • http://twitter.com/howellmarketing/status/9640011069 Amy D. Howell

    Why Customer Insights = Social Success (the @thinkgeek case study) http://bit.ly/d0qWhU /via @jaybaer

  • http://twitter.com/kopanomedia/status/9640044982 Kopano Media

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  • http://twitter.com/ktvan/status/9640185506 Katie Van Domelen

    So in line with things I've been thinking about lately it's creepy, esp part on voice/language in SM http://bit.ly/d0qWhU (via @jaybaer)

  • http://twitter.com/blakeandwhite/status/9640298540 Blake Brysha

    Do You Know Your Customers Enough to be a Social Media Hit? – from @jaybaer. http://bit.ly/dsTkdp How ThinkGeek is doing it all right.

  • http://twitter.com/davidspinks/status/9640395117 David Spinks

    RT @jaybaer: Why Customer Insights = Social Success (the @thinkgeek case study) http://bit.ly/d0qWhU

  • http://twitter.com/jeffespo/status/9640461779 jeffespo

    RT @DavidSpinks: RT @jaybaer: Why Customer Insights = Social Success (the @thinkgeek case study) http://bit.ly/d0qWhU

  • http://twitter.com/susanbaier/status/9640541347 Susan Baier

    RT @jaybaer: Why Customer Insights = Social Success (the @thinkgeek case study) http://bit.ly/d0qWhU

  • http://twitter.com/b2b_marketingpr/status/9641010853 Kim Cornwall Malseed

    RT @HowellMarketing: Why Customer Insights = Social Success (the @thinkgeek case study) http://bit.ly/d0qWhU /via @jaybaer

  • http://twitter.com/brookslacayo/status/9641886964 BROOKSLACAYO

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/msmerle/status/9643472201 msmerle

    "Do You Know Your Customers Enough to be a Social Media Hit?"- http://bit.ly/d0qWhU

  • http://twitter.com/mcort/status/9644071810 Michelle Corteggiano

    Do You Know Your Customers Enough to be a #SocialMedia Hit? http://bit.ly/bVrlQi

  • http://twitter.com/steveolenski/status/9644108968 steveolenski

    RT @mcort: Do You Know Your Customers Enough to be a #SocialMedia Hit? http://bit.ly/bVrlQi

  • http://twitter.com/sssdfg/status/9644153763 Sandy Goldberg

    This is good stuff… Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/elizabethsosnow/status/9644261644 Elizabeth Sosnow

    Do You Know Your Customers Enough to be a Social Media Hit by Susan Baier via @jaybaer (good case study): http://bit.ly/bAmvOW

  • http://twitter.com/the_spicelady/status/9644355785 Tamara Knott

    RT @mcort: Do You Know Your Customers Enough to be a #SocialMedia Hit? http://bit.ly/bVrlQi

  • http://socialbutterflyguy.com/ DJ Waldow

    Lisa:

    Love it. Great story. Well written. I've never purchased anything from ThinkGeek. Heck, now that I think about it, I don't think I've ever even visited *any* of their online channels. However, they've won me over on the personal side. About 10 months ago, I connected with Jen Frazier (ThinkGeek's founder) on Twitter – http://twitter.com/jenfraiz/. Jen is the real deal. A real human! Go figure.

    Yet another way to humanize the brand, right?

    DJ Waldow
    Director of Community, Blue Sky Factory
    @djwaldow

  • http://twitter.com/therikanne/status/9645245165 Erika Scialdone

    RT @451Heat: Do You Know Your Customers Enough to Be a Social Media Hit? http://ow.ly/1bilm

  • susanbaier

    Glad you enjoyed the post, DJ! I'm not at all surprised in what you found re: Jen — literally every single person I've ever had contact with at ThinkGeek has been wonderful. And I feel a special blush of pride that I'm responsible for introducing one more potential Fanatical Fan to the ThinkGeek brand. Have fun!

  • http://twitter.com/geeknet_inc/status/9646913484 Geeknet

    Do You Know Your Customers Enough to be a Social Media Hit? Check out this article http://ow.ly/1bnDq #thinkgeek #geeknet

  • kahuna7

    WOW, Jay, Susan is awesome! Great guest post. I especially love the call to integrate Marketing and Customer Service. If you create great marketing, communications, and pr but do not helpfully engage with your clients, you actually do yourself a disservice. Christianity has a saying from scripture that faith without works is dead. Similar idea.

  • http://twitter.com/OurManinSH OurManinSH

    I thought this was a great post! Been giving a lot of thought about spliting tweet streams as per the comments in the Engage section of the post. I think this also speaks to the point about using the right language with customers. Some customers don't need nor want to hear everything. Thanks for this. Peter

  • susanbaier

    I'm flattered — thanks for the comments! Love the saying about faith vs. works — you're right, it applies beautifully.

  • susanbaier

    Hi Peter! Thanks for the comment. I was really surprised to learn about their @thinkgeekspam Twitter feed — until then I'd been following their regular feed. I LOVE this idea — it lets folks get the info they're interested in. You could actually take it further and use different feeds for different audience segments, based on why they buy your product, which would be GREAT!

  • http://twitter.com/brandon_social/status/9654257946 Brandon Klemm

    Do You Know Your Customers Enough to be a Social Media Hit | Guest …: According to Jamie Grove, the company's Di… http://bit.ly/dp296P

  • http://www.writebrainmarketing.com/ karen nienhauser

    This quote from Jamie Grove jumped out: “…because the minute it’s in customer acquisition, it changes the nature of the conversation.” That's what separates the wheat from the chaff (notice the nature metaphor) when it comes to great marketing solutions. Enjoyed the post!

  • http://twitter.com/marketingmap/status/9655834136 Danny Parker

    A good question to ask yourself. Do you know your customers well enough to do well in social media? http://bit.ly/bOEKN9

  • http://twitter.com/socmediaschool/status/9657618864 Social Media School

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/prebynski/status/9657977863 Brandon Prebynski ツ

    RT @jaybaer: Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/auswonderwoman/status/9658018582 Cath Rees

    RT @jaybaer: Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/womenrules/status/9658049680 mariana aguilar

    RT @jaybaer: Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/garyknows/status/9658075399 Gary T Murphy

    RT @jaybaer Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/frijolita/status/9658214227 Alejandra Owens

    RT @jaybaer: Success integrat'g soc media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU /cc @floridagirlindc

  • http://twitter.com/socialmediafltr/status/9658272942 Social Media Filter

    RT @jaybaer Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/marketingfltr/status/9658273252 Marketing Filter

    RT @jaybaer Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/matt_deboard/status/9658434791 Matt DeBoard

    RT @jaybaer: Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/marcobouwer/status/9658740606 Marco Bouwer

    Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU (via @jaybaer)

  • http://twitter.com/jer979/status/9658792514 Jeremy

    RT @joshua_d: good points and a great video, Do You Know Your Customers Enough to be a Social Media Hit,Convince & Convert blog – http://bit.ly/9XzSjP

  • http://twitter.com/jerrykfreeman/status/9659319354 Jerry Freeman

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff Engage, Don't Sell. #b2b

  • http://twitter.com/hallowpartycity/status/9660541581 Halloween Party City

    Do You Know Your Customers Enough to be a Social Media Hit | Guest … http://bit.ly/cHI7cP

  • http://twitter.com/johnmcgrane/status/9663197644 John B. McGrane

    RT @jaybaer: Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://twitter.com/rituparn/status/9670750622 Rituparn

    Successfully integrating social media and customer service http://bit.ly/d0qWhU

  • http://twitter.com/rituparn/status/9670773965 Rituparn

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • susanbaier

    Hi Karen! Yes, I thought that was a great insight as well. It's fascinating to me that they go as far as to divide their Twitter activity between one “selling” account and one “sales-free” engagement account (although honestly there can't help but be some gray area). I think there are many companies not even thinking about the difference between the two.

  • Anonymous

    Thanks Susan,
    I really enjoy your post and always appreciate good customer service! It’s so important for to know you’re facts and your customer while using social networking. If you don’t know what you’re talking about or who you’re talking to, there is no point is networking. The opportunity social networking provides in incredible. Where else can you reach such a huge audience in minutes, never mind keep them constantly updated with relevant information? I work for a small advertising agency that has seen huge results from SEO/SEM and social media. http://www.mediarevo.com/services/social. It takes a lot of hard work and effort to learn about a client, their target market, location and goals, but pays off in the end. By doing the research, you meet the needs of both the client and customer.

  • http://twitter.com/jenfraiz Jen Frazier

    Oh hey, look at that – you're talking about me! Thanks for the compliments DJ, and thanks so much for the great article Susan!

    I have to also add that when you love the company and especially the community as much as we do, doing the right thing just comes naturally. Since we are all also a part of the geek community ourselves, it made it a lot easier. We didn't have to strategize much to get where we are today – we just did what we thought would be awesome for our customers.

    I love the way that just works out so nicely. :)

  • http://twitter.com/jellsworth/status/9682819212 John

    Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU /via @jaybaer

  • http://twitter.com/algonquinco/status/9683874804 Chris O’Neill

    Case for using 2.0 tools to deliver value to your customer http://tinyurl.com/ydtglef #in Full participation from both sides required

  • http://twitter.com/michmski/status/9683994275 Michelle C

    ThinkGeek sounds amazing; they speak binary to connect online http://bit.ly/c8E7Vn #engaging #community thanks @jaybaer

  • http://twitter.com/mollycgaines/status/9684681043 Molly Carter Gaines

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/bVggu2) (via @jaybaer)

  • susanbaier

    … which brings up a nice point about ensuring that your employees are fanatically enthused about what your company does. Without that passion internally, there's no chance of generating the spark between brand and audience. Thanks for your note, Jen — and for a site that continues to delight (at least at my house!) :-)

  • http://www.superiorpromos.com/ Promotional Products

    Great post Susan! Really hit the nail on the head! I just can't get over that picture of a gummy heart with fake blood? Are people serious? A Valentines day present? So Creepy!

  • http://twitter.com/weintraub/status/9688316166 Weintraub Adv

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://allpublicists.com/ John S

    Great in-depth analysis! I really appreciate case studies on companies who are really getting social media right. I will have to research them more now. What a genius marketing team they've got over there.

  • http://twitter.com/tmaluchnik/status/9693540481 Tanner Maluchnik

    RT @jaybaer: Successfully integrating social media and customer service (great case study from @susanbaier) http://bit.ly/d0qWhU

  • http://www.gcgmarketing.com/ Kalyn Baldwin

    This post is so relevant right now because it addresses a core issue for so many of us who want to engage in social media and have to weigh it with other efforts that more directly affect the bottom line. As Evo said in his post, personality is a key factor when it comes to social media. ThinkGeek has shown that having a personality online can and does affect their awareness efforts…and it's definitely working.

    http://www.gcgideas.com

  • http://twitter.com/cerconebrown/status/9697153578 Cercone Brown &

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff @JayBaer

  • susanbaier

    Thanks for the comment — and believe it or not, I know some people who think that bloody gushing gummy heart is the bee's knees (as my grandma used to say). It takes all kinds!

  • susanbaier

    Hi John, thanks for the comment. What's interesting to me is that this all seems to have evolved very organically for them, out of their love for technology and geekness — obviously smart people who just let their love for their work (and their customers) show!

  • susanbaier

    ThinkGeek clearly does it for the love of doing it — which is what makes it so genuine — which is what makes it work so well. Sigh — which it was as easy for the rest of us as it seems to be for them! Thanks for the comment, Kalyn — glad you enjoyed the post.

  • http://twitter.com/hweytens/status/9702704869 Hervé Weytens

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff #socialmedia

  • http://twitter.com/momsgot2run/status/9730607170 Shirley Ivan

    good suggestion on having 2 types of twitter accts for a company and other good stuff http://bit.ly/ayo4Pu

  • http://twitter.com/ikomunikado/status/9735294092 iKomunikado

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/c6wMAB

  • http://twitter.com/robinwitt/status/9737590256 Robin Witt

    To be a social media hit you have to be RELEVENT! http://ow.ly/1btm0

  • http://twitter.com/vernongirl/status/9742313659 Courtenay Pitcher

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/indie_preneur/status/9799465704 Jeff Doan

    Being social and interacting isn't enough. You have to KNOW your customer and How to engage them: http://bit.ly/dnCAWf – @thinkgeek gets it.

  • http://twitter.com/jessekoskinen/status/9819957071 Jesse Koskinen

    Case study: Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/dk05vy

  • http://twitter.com/amaaanda/status/9831325499 Amanda MacArthur

    Great article on how @thinkgeek "does" social media: Hint: Be awesome, put customers and fans first. http://bit.ly/cRkTLq

  • http://twitter.com/weintraub/status/9840209316 Weintraub Adv

    RT @TopsyRT: Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff

  • http://twitter.com/thebigfixer/status/9874908256 Richard Thomas

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/90fLff – and so the sceptic in me begins to change my opinion

  • http://twitter.com/spiral16/status/9877990502 spiral16

    "Speak yr customers' language": Goes right along with our 5 Steps to Better Searches post from yesterday: http://is.gd/9x1O0

  • http://twitter.com/capncarrot/status/9878183937 Alan Rapp

    RT @spiral16 "Speak yr customers' language": Goes right along with our 5 Steps to Better Searches post from yesterday: http://is.gd/9x1O0

  • http://twitter.com/targetstars/status/9889263570 TargetStars

    Do You Know Your Customers Enough to be a Social Media Hit? http://bit.ly/b4xvVf

  • http://twitter.com/jennjuckett/status/9894482940 Jennifer Juckett

    Do you know your customers enough to be a social media hit? @thinkgeek is doing this well http://ow.ly/1dk7R #customersrock

  • http://twitter.com/md_cwunited/status/9894536055 Mike Doherty

    Social media success hinges on total customer (and cultural) learning and understanding. http://bit.ly/d0qWhU #social

  • http://twitter.com/bcarroll7/status/9905719956 Becky Carroll

    RT @JennJuckett: Do you know your customers enough to be a social media hit? @thinkgeek doing this well http://ow.ly/1dk7R #customersrock

  • http://twitter.com/sweta_s_patel/status/9907759546 Sweta Patel

    Do you know your customers enough to be a social media hit? http://ow.ly/1dk7R

  • Cheryl Howard

    I'm hoping that social media will some day help established retailers break out of a grueling standard practice for customer service reps: cram as many calls as possible into an arbitrary time period and call it measuring productivity. Twitter would interfere with their time requirements but a 60 second call isn't engaging.

  • http://www.socialreflections.com Shailesh

    Smart companies know their customers and know how to communicate with them. Period. Now with the way social media is being integrated within traditional marketing and customer services, you can do something with all this know how about the customer.

  • http://twitter.com/shailesh/status/9939831545 shailesh

    @susanbaier that was a great post you wrote on @jaybaer blog recently. http://bit.ly/bEwwGL loved the example and the analysis.

  • http://twitter.com/lorirtaylor/status/9975111420 Lori Taylor

    Do You Know Your Customers Enough to be a Social Media Hit! http://ow.ly/1dJy2

  • http://twitter.com/bhannay517/status/9975494823 Brian Hannay

    RT @lorirtaylor: Do You Know Your Customers Enough to be a Social Media Hit! http://ow.ly/1dJy2

  • http://twitter.com/worldwidereach/status/9976602194 007

    RT @lorirtaylor: Do You Know Your Customers Enough to be a Social Media Hit! http://ow.ly/1dJy2

  • http://twitter.com/jeffhurt/status/9991574139 Jeff Hurt

    Do You Know Your Customers Enough to be a Social Media Hit? by @susanbaier http://ow.ly/1e9SI

  • http://twitter.com/canadameetings/status/9991848770 MC&IT

    RT @JeffHurt: Do You Know Your Customers Enough to be a Social Media Hit? by @susanbaier http://ow.ly/1e9SI

  • http://twitter.com/marketingfltr/status/9991853383 Marketing Filter

    RT @JeffHurt Do You Know Your Customers Enough to be a Social Media Hit? by @susanbaier http://ow.ly/1e9SI

  • http://twitter.com/socialmediafltr/status/9991853179 Social Media Filter

    RT @JeffHurt Do You Know Your Customers Enough to be a Social Media Hit? by @susanbaier http://ow.ly/1e9SI

  • http://twitter.com/brett/status/10006953558 Brett Petersel

    Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1e9SI (via @susanbaier @jeffhurt)

  • http://twitter.com/dd0s/status/10010231892 Hiram Jin

    #Current Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1e9SI (via @susan… http://bit.ly/9YzMnv #dd0s #ccp #gfw

  • http://twitter.com/thenetworkhub/status/10011287261 The Network Hub

    Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1eu7O

  • susanbaier

    You make a really interesting point, Cheryl. In fact I was thinking this morning about how with website engagement we measure how LONG we can keep someone engaged, and with typical customer service it's about how FAST we can get them off the phone. Seems backwards if you're trying to build loyalty.

  • susanbaier

    Right on the money, Shailesh.

  • http://twitter.com/susanbaier/status/10035831355 Susan Baier

    Can't believe @thinkgeek didn't get the Shorty Award for customer service. Read why I think they're SO GREAT: http://ow.ly/1eJel

  • davidcarroll

    Susan

    This is really a great post. You have very simply explained exactly what a company needs to do run a great social media operation. The key is to find a person with the passion and understanding to do it and let them go for it. Superb information here.

  • http://twitter.com/blurmarketing/status/10274808502 blur Marketing

    Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1gtgO

  • http://twitter.com/blurmarketing/status/10274808502 blur Marketing

    Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1gtgO

  • http://twitter.com/blurmarketing/status/10274808502 blur Marketing

    Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1gtgO

  • http://twitter.com/metalnik621/status/10275091964 Domenico D’Amato

    Interesting Article: Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1gyzC

  • http://twitter.com/blurmarketing/status/10306030702 blur Marketing

    Do You Know Your Customers Enough to be a Social Media Hit? http://ow.ly/1gtpU

  • http://twitter.com/rssirteubal/status/11125965875 Ignacio

    Do You Know Your Customers Enough to be a Social Media Hit | Guest Posts | Social Media Consulting – Convince & Co… http://bit.ly/cotSX4

  • http://www.buyused.in/retrieve_cat.php?cat=Real%20Estate Real Estate Classifieds India

    I read your article.The things you have written sound very sincere and nice topics i am looking forward to its continuation. Many of us don't know about this event.

    Your post is helpful.

  • Kristen

    Great post. Love the idea of calling a twitter feed @thinkgeekspam for all their current promotions. It’s that sometimes blantant honestly and humor that I think customers like and enjoy.

    Kristen Sonsma
    Chief Business Development Officer
    http://www.bsquareclothing.com
    Be sure to ‘Like’ us at http://www.facebook.com/bsquareclothing
    @bsquareclothing

  • http://vanityofvanities-thevanityoflife.blogspot.com/ cathyrin

    “What can you do to connect with customers who share your passion?”

    Wow! By reading your post about ThinkGeek, I suddenly understand what customer service really is. I think, ThinkGeek had made a lot of great things with regards to their customers, and I believe that, it is the real essence of marketing, eh. Love this post.

    Cheers,

    Cathy | http://www.pulseuniform.com/

  • letstalkandchat

    I just found a great company that builds websites for info products. To keep your costs low, they’ll mentor you on how to create your site, design a marketing funnel (one of the guys works in Hollywood and makes really slick videos), and the other guy programmed Myspace. If you’re looking to have professional web design for your small business and not waste any time or money then check their site out. Check them out: http://www.mikelmurphy.com/easy-info-product-site-system/