Robert D. La Gesse, Chief Disruption Officer, Rackspace Discusses The Crucial Necessity Of Knowing Your Customer And Understanding How To Address Everything From A Crisis To The Everyday Question Quickly And Effectively
Many customers are sitting listening to hold music waiting for their problem to get resolved. Instead of stewing privately, they are now airing their grievances publicly to anyone and everyone that will listen. The BP oil spill and Toyota recalls have shown how people are using social media tools to give pissed off customers a new voice – and it’s a megaphone. Knowing your customer and understanding how to address everything from a crisis to the everyday question quickly and effectively is critical. We'll talk about some big flubs, how the ball was dropped, what could have been done differently and the value of social support to help customers win.
Each week, The Global Product Management Talk features an expert guest discussing pre-posted questions with the co-hosts and Twitter participants broadcast live over BlogTalkRadio. The transcript of Tweets and podcast are available for on-demand consumption on the web, iTunes, Google Play and mobile devices.
Rob says, "I love Social Media and how I connect to customers there - but I call my team Social Support, because that is more accurate. We support customers using Social Media - we don't pitch. Glad to address the Global Product Management Talk, a great application of social tools in support of the professional product management community!"
NOTE: DAY & TIME!
Monday, June 18, 2012 at the simultaneous times of 10:30-11:30 AM Pacific / 12:30-1:30 PM TEXAS TIME / 1:30- 2:30 PM Boston Eastern Time, which is 6:30 – 7:30 PM in London
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Questions For Discussion
PreQ: Please introduce yourself, where you are tweeting from & your involvement with #prodmgmt
Q1 "What is "Social Support" and how is that different than Social Media?
Q2 How do you measure the effectiveness of "Social Support"?
Q3 What is required to implement "social support" effectively?
Q4 Examples of catastrophes that could have been avoided if "social support" was in place
Q5 Who should be on the Social Support team?
Q6 Why isn't everyone doing this?
About Robert D. La Gesse
Rob LaGesse is a Serial Entrepreneur, Software Developer, and Customer Junkie. As the Chief Disruption Officer, he heads up social media efforts at Rackspace. His passion is taking care of customers and he goes to great lengths to do so. Though he was hired as the Director of Software Development for the Rackspace Cloud, he soon realized his heart was in “who” they were writing software for, and not the software. He says he was building for the Internet before we had the Internet, writing wireless apps before many had wireless and doing large scale software testing before it was cool. However, he was unhappy building software because he wanted to build something he could get feedback on NOW – like customer satisfaction.
Robert said, "In my team I am looking to get people that know the products, the company and how the company works rather than them actually knowing how to solve customer issues."
Tim C. Johnson is co-hosting
Tim C. Johnson is a Product Marketing expert and Author of the "It's About Value" product marketing blog dedicated to ridding the world of MABUSHI (look up the definition at value-prodmktg.blogspot.com). Johnson has 20+ years of sales and marketing experience in software ranging from end-user applications to development tools, databases, ERP, systems management, security and cloud. Tim is a husband, dad, Cub Scout and Boy Scout leader who occasionally also finds time to do wood turning.
About Global Product Management Talk
The Global Product Management Talk is curated for passionate product professionals and business owners who want to teach, learn & network about managing products, including Agile practitioners involved with developing, designing & launching products, brands, marketing, project management, and everyone who cares about the entire product management lifecycle process to guarantee successful products and companies.
Global Product Management Talk is a weekly mini-product camp Socratic discussion of pre-posted questions with live audio of thought leader and co-hosts commenting.
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The Association of International Product Marketing and Management (AIPMM), founded in 1998, promotes worldwide excellence in product management education and provides value to its individual members, corporate members, and sponsors by providing training, education, certification and professional networking opportunities. The AIPMM Seven Phase Product Lifecycle Framework is a vendor independent Product Management and Product Marketing standard that takes into account best practices used in a wide range of companies and industries. This ensures that the most modern and up to date challenges faced in product management and product marketing are addressed for today’s environment. The Framework is part of the AIPMM Product Body of Knowledge (ProdBOK) that was developed with input from over 50 experts and endorsed by more than half a dozen consulting companies. The Framework includes seven distinct product phases, from Conceive to End of Life, and covers all aspects during the entire product lifecycle. AIPMM Membership benefits include the national Product Management Educational Conference, regional conferences, the Career Center, peer Forums, tools, templates, publications and eligibility to enroll in the Certification Programs. The Agile Certified Product Manager® (ACPM), Certified Product Manager® (CPM, Certified Product Marketing Manager® (CPMM), and Certified Innovation Leader (CIL) programs allow individual members to demonstrate their level of expertise and provide corporate members an assurance that their product professionals are operating at peak performance. Please visit our sponsor at http://www.aipmm.com http://bit.ly/y78RcK
Today's top tweeters win a copy of HOW: The Book - Why How We Do Anything means Everything by Dov Seidman http://bit.ly/KeZ9nr
Listen Now! Blog Talk Radio Live: Value of Fanatical Support™ w/ Rob LaGesse of Rackspace 06/18
Twitter Transcript on Slideshare
Rob says, "I love Social Media and how I connect to customers there - but I call my team Social Support, because that is more accurate. We support customers usi
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Global Product Management Talk presents Global Product Management Talk on Twitter @ProdMgmtTalk -- Monday, June 18, 2012 -- San Francisco, United States
#ProdMgmtTalk Global Product Management Talk on Twitter @prodmgmttalk | LinkedIn
The Value of Fanatical Support™ w/ Rob LaGesse @Kr8tr Chief Disruption Officer @Rackspace
Press Release: The Value of Fanatical Support™ | PRLog
Global Product Management Talk On The Value of Fanatical Support™. Robert D. La Gesse, Chief Disruption Officer, Rackspace, Discusses The Crucial Necessity Of Knowing Your Customer And Understanding How To Address Everything From A Crisis To The Everyday Question Quickly And Effectively - PR11884918
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Social Media as a Service — Stuffleufagus
From Rob's blog: we focus a lot on how Social Media can help us help customers win. That is our strategy. Please steal it – emulate it – make all my experiences with brands better by making them more engaged with me. But put real people behind those accounts and hashtags – people that are empowered to make a difference, and people that really give a damn. That isn’t Marketing. That is Social Media as a Service.
Global Product Management Talk on Twitter @ProdMgmtTalk at http://tweetchat.com/room/prodmgmttalk, San Francisco, CA - MGMT on Plancast
Global Product Management Talk is a weekly mini-product camp Socratic discussion of pre-posted questions with live audio of thought leader and...
Rob La Gesse | LinkedIn
View Rob La Gesse's professional profile on LinkedIn.
Questions on Replyz
Q1 "What is "Social Support" and how is that different than Social Media?#ProdMgmtTalk http://bit.ly/LgC2Gx
Transcript Cleaning 6/18/12 - #ProdMgmtTalk
Global Product Management Talk is a weekly mini-product camp Socratic discussion (on Twitter) of pre-posted questions (on Facebook) with live audio of thought leader and co-hosts commenting (on Blogtalkradio). Hashtag #ProdMgmtTalk co-hosted by Cindy F. Solomon @cindyfsolomon & Adrienne Tan @brainmates Mondays 4-5 PM PDT with guest speakers discussing product management business related issues, broadcast simultaneously on BlogTalkRadio.com/prodmgmttalk Transcripts & podcast available after event.
Pack of Links: Background Resources
6/18/12 The Value of Fanatical Support™ w/ Rob LaGesse @Kr8tr Chief Disruption Officer @Rackspace