In my previous blog post I said that companies have to find ways to locate those amazing people who spend hours every day helping others in solving problems. In their spare time. And without pay! Yes companies, find those people, make them feel very special – they are saving you money, ok?
So who are they – these highly valuable, hard to find “answer” people?
Why do we need to worry about characteristics of these “answer” people? Because if we know what we are looking for we might be able to find them. And we know by now that we need to find them. We need to help them if needed, support them, reward them, and make sure people know about them.
Here is my sample list of “answer” people attributes:
- on Twitter – lots of replies; less posts and RT;
- consistent presence – few hours a day;
- consistent level of responses;
- typically associated with very few areas – on Twitter – limited number of hashtags, everywhere else – tags, key words, etc…
Source: Marc Smith
Source: Marc Smith
You can see now “answer” people specific patterns you need to watch for doing your social networks analysis.
Your community will never be successful without these absolutely amazing dedicated “answer people”! Be nice to them!
glfceo
2 years ago
Who are they – those “answer” people? [twitter examples] http://bit.ly/551MAb #customerservice #scrm #crm
This comment was originally posted on Twitter
glfceo
2 years ago
wow – thanks 4 all your nice mentions&RT re: Tech Support on Twitter – humbled http://bit.ly/4pKpnp & http://bit.ly/551MAb #scrm #crm
This comment was originally posted on Twitter
Guy Stephens
2 years ago
Really interesting post. What’s interesting for me is how this ties in with the idea that people are increasingly not only resolving their own issues, but also setting up their own help networks. The implication being that companies may well need to redefine the way in which they provide customer service and draw on the expertise of such ‘answer’ people.
eigenmarke
2 years ago
detecting patterns of brand evangelists , nerds or #answerpeople http://tinyurl.com/yedv82l, http://tinyurl.com/ybt9wkc
This comment was originally posted on Twitter
JohnMPerez
2 years ago
Customer Support on Twitter? Find the answer people now! #scrm #social #smm #crm #customerservice http://ow.ly/UzZb
This comment was originally posted on Twitter
SocialCRMTools
2 years ago
Customer Support on Twitter? Find the answer people now! #scrm #social #smm #crm #customerservice http://ow.ly/UzZu
This comment was originally posted on Twitter
Social Network Analysis: a missing piece of sCRM strategy? « sociomantic labs
1 year ago
[...] collaborative product development, and increased word of mouth marketing. Incentivizing your “answer people” can help your best customers help each other. Strengthening inter-customer relationships can [...]