'Tis the season and all that, so I thought I'd try to tie in some Christmas theme to this before getting into the real reason for this post. But it won't take long....
You can pick up a few good CRM pointers from SC (if Terrell Owens can go by his initials why can't my boy Santa). For one, he knows how to relate to his customers, going out of his way to create several avenues for them to reach him. He also goes to them, creates a comfortable environment for them (his lap) to relay their needs and wants from him. He enlists good help in order to create value for them, making sure he provides with something that puts a smile on their face. And they trust him so much by now that they even leave him a little something (milk and cookies) without really knowing what he's got for them. He's built up so much good will that he doesn't even have to worry about some other guy swooping in on his territory. But then again, who else would want that gig? Alright enough of this.....
Let's get to Paris. And I'm telling you right front this has nothing to do with the kind of social media that involves video clips. If that's for you you'll have to work with the tens of millions of other Paris Hilton related stuff.
Anyway I must admit I haven't the first clue as to how this chick got to be so popular. I know she's an heiress to the Hilton fortune, and I guess she's alright looking. But doesn't she have a twin sister? She doesn't seem to get the same hype. Paris can't sing....or dance....or act.....or write. And there are a great deal of other folks with "home movies" floating out there. But Paris seems to matter to a whole lotta people, and I just didn't get it until Aaron Wall put me on the path to understanding this phenomena.
Aaron wall is the author of SEO Book, by far the best book (e-book) I've bought on the subject of search engine optimization. In addition to all the great info on the subject of SEO, Aaron puts a lot of personal experiences and philosophy into the book which makes it a rather enjoyable read. One of the interesting inclusions was an intriguing link to an entry on the Chartreuse blog called, Why Paris Hilton Is Famous (Or Understanding Value In A Post-Madonna World).
After reading this, I finally got why she is so popular....sort of. It has very little to do with her looks, and absolutely nothing to do with talent, well the kind talent most people think of (remember she has none of that). The talent she does have which makes her important(?) in the Web 2.0 age is that, as Chartreuse puts it, she's the "Queen of Links". She uses her "platform" to promote others, and she does it in a pretty natural way. And because she's used her fame to talk about others, it makes others want to talk about her. And link to her. And keep her in the spotlight. They even pay her just to show up to parties for crying out loud. And the funny thing is when she does try to use her fame for blatant self-promotion, she fails miserably.
I can't think of a better example for big companies trying to build virtual communities under the guise of "engaging" with their customers and prospects. The best way to go about it is to put the needs and wants of those you wish to sell, uh...I mean serve, first. Because if they view your actions to be too self-serving and aimed too narrowly at their wallets, they won't be joining your parade anytime soon. And if you need some help understanding this, maybe you can have Paris explain this to you at your company's New Year's Eve bash. I'm sure you already had SC on stage for the Christmas party.
Technorati : community 2.0, crm
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