Disqus - Latest Comments for sonnygill

Re: [Winner Announced!] Enter to Win Any 2-Piece Suit, Shirt, and Tie from Indochino!

Sonny Gill — Mon, 23 Jun 2014 12:33:27 -0000

Essential gray for sure!

Re: Jeremiah’s new venture; moving on from Altimeter

Sonny Gill — Wed, 18 Sep 2013 13:59:49 -0000

Congrats Jeremiah and best of luck!

Re: Win This Briefcase from the Fine Folks at Mind the Chap

Sonny Gill — Mon, 27 May 2013 22:17:20 -0000

Yes please!

Re: 4 Customer Service Lessons from the Biggest Brands on Twitter

Sonny Gill — Thu, 10 Jan 2013 10:30:20 -0000

Ashley – this is a great deep dive into social customer service. Your last statement really stuck out to me as many companies still view social customer service as a marketing medium and not actual customer service. Last year, we implemented our service program and housed it in our actual call center, where we have subject matter experts equipped to help our customers with the knowledge and resources necessary.

Learning 2 on prioritization is definitely something we continuously look at in our social customer service program. It’s a tough balance when you want to thank all your happy customers, but also remembering the importance of getting to those disgruntled customers quickly (especially when you have competitors setting up search queries for your own brand to provide a counter-response to get them to switch over). Our current tool doesn't do this, but have gotten demos on tools that auto-routes and prioritize messages based on keyword triggers and may be something these big brands should look at to help them create different buckets based on urgency levels (if they aren't already.)

Thanks again for the great post!

Re: How Twitter Works Today…And How I’m Using It Now

Sonny Gill — Mon, 17 Dec 2012 16:39:47 -0000

'don'/someone who doesn't care - not sure how changing up the way someone takes in content and connects with people makes them a d-bag. Twitter has been a long-lasting platform, which also has provided us with the ability to change the way we consume (followers/lists/etc.). That's the beauty of the platform, but apparently has become a double-edge sword for some when people become bitter when they see someone they follow isn't following them back.

It's about what YOU do with the platform and how YOU engage with it and the people that make it up, which makes it valuable.

If you're that caught up with where 'most people' are or admiring who is following you or if someone has a little verified check thingy, then maybe everyone's better off.

Re: 5 Tips for Using Social Media as a Customer Service Tool

Sonny Gill — Thu, 11 Oct 2012 10:57:05 -0000

Good basics here but what's missing is understanding how workflow and process fit into social customer service. Those two areas are the backbone of all of the above and without that you can't monitor effectiveness through performance data or setup a process with your customer service/call center team (the SMEs for your company), which will build and help create efficiencies in your social customer service program.

Re: Breakdown: Social Media Workflow, Process, Triage

Sonny Gill — Thu, 30 Aug 2012 15:43:16 -0000

Jeremiah - great breakdown and insights here around the importance of having the appropriate process and structure to respond and workflow in social.

Here at U.S. Cellular, we've taken many of these steps to implement a solid social customer service program that allows us to efficiently respond to customer and prospect issues/questions/etc. The biggest piece to this was the training of our team. Walking through steps from the actual platform/technology utilized to workflow, to brand voice/tonality, which is important when you're scaling social customer service.

The piece I'm really interested to learn about is the traditional contact center software. It provides an opportunity to create a customer case from start to finish, no matter what medium (social/phone/email) and eventually will better equip our team when assisting customers, as they'll have all necessary information and data at their fingertips.

This post comes in perfect timing as I dig further into traditional vs. SMMS platforms for workflow/service - thanks again!

Re: A look into the future: My 2012 predictions

Sonny Gill — Fri, 02 Dec 2011 17:20:05 -0000

Interesting thoughts here, Kasey, but would disagree with you on your point about social business dying.

Not sure if you mean it for the term itself but the idea and process of a social business is where social media is forging forward in the future. We're surpassing the era of 'engaging your consumers' or 'building communities'. Social business isn't about companies proclaiming their employees are social, it's about creating operational processes that positively affect business results and enhances what they're doing within social itself but also how the business operates through the use of social.

The term itself marks the evolution but also difference in what 'social media' inherently is and what 'social business' can do for an organization.

Re: My Own Adventure in Wayfaring: Saying Farewell to Radian6

Sonny Gill — Tue, 22 Nov 2011 18:26:26 -0000

New gig is going amazing! Loving the work, people and culture :)

Re: My Own Adventure in Wayfaring: Saying Farewell to Radian6

Sonny Gill — Tue, 22 Nov 2011 09:16:38 -0000

Big news and best of luck in your new venture, Amber! I know you'll do great!

Re: SXSW 2012 - Your Social Media Job is Dead. Now What?

Sonny Gill — Tue, 16 Aug 2011 10:40:34 -0000

Thanks Len - we're definitely excited to come together on this topic!

Re: Defining the Social Business Change Agent

Sonny Gill — Mon, 01 Aug 2011 17:15:32 -0000

Michael - nice post here and good matrix of how change agents that can proactively help push forward an organization.

From my experience, the issue I have (in general, not with your post) is
that though this is an important (and needed) role to help with the
overall movement of social initiatives, that larger organizational push
can never come to fruition if the higher-up executive leadership never
takes grasp of what social means for the business and institutes what
this matrix has laid out at the ground-level.

But that is the road many of us battle and continue to do so to reach
that peak where an organization understands social business and is taken
hold of, top-down. These steps are certainly important and feel that
those organizations who have the uphill battle to climb, can take these
points and build smaller waves at the ground-level and continue to push
forward until executive leadership becomes even more aware, sees the
ripples and takes charge with this push.

Re: Social media policies important, empowerment is critical

Sonny Gill — Tue, 29 Mar 2011 14:46:52 -0000

Has been awhile, man - hope all is well and talk soon!

Re: Social media policies important, empowerment is critical

Sonny Gill — Tue, 29 Mar 2011 12:43:19 -0000

Good points here, Michael. Policies are important to provide guardrails around employee participation, though I'm assuming the social/community managers, strategists etc. are operating more ad-hoc than anything (not to say they're not doing more than just moderating comments), it's even more important to have these guidelines in place to truly empower employees, outside of your core social team.

Our social policy encompasses those guardrails but more so the empowerment and the steps to determine their participation in social and how it fits into our overall social strategy for the organization. But as empowering as our policy may be and however many conversations we have with internal and local campus folks, there's still that executive nudge that's needed to excite and open it up to the masses. We still have a bit to go with operationalizing across the business with social, but taking the steps with the creation of policy and having the executive support behind it will help us slowly get there.

Re: Facebook Launches Pages Redesign

Sonny Gill — Thu, 10 Feb 2011 16:20:50 -0000

The custom tabs are still there and aren't being taken away. Only change they're making is switching from FBML to iFrames on March 10th. Current FBML tabs will stay the same but after March 10th, any custom tab will have to be built in iFrames.

Re: Facebook Launches Pages Redesign

Sonny Gill — Thu, 10 Feb 2011 16:19:04 -0000

Everything seems ok to me. I contacted a Facebook rep and he confirmed that there are no changes being made to width and if there is anything that looks tweaked, it should be a bug.

Also stated that only changes being made to custom tabs is that they're switching from FBML to iFrames on March 10th. Meaning any current FBML tabs will stay as is with no changes. Anything built after March 10th will have to be in iFrames.

Re: Contest: Happy Cyber Monday, Here’s A Portable TV

Sonny Gill — Mon, 29 Nov 2010 10:35:06 -0000

Given my refusal to join the masses in chaotic shopping sprees this past weekend, this kind of deal I can attempt to jump on.

Re: Re-Shifting Your Priorities (Hint, It’s OK)

Sonny Gill — Wed, 13 Oct 2010 20:30:27 -0000

Matt,

I can totally relate with you with the thought of re-shifting and going through different phases in your life. 2010 has been an unbelievable year for me on professional and personal levels. There has been a slew of POSITIVE events since January that have re-shifted my thinking, how I prioritize my time, and understanding what I want in my life.

Does that mean I'm completely unplugging from everything that I've built in this digital world? Not at all. I've continued to work, but more behind the scenes and the learnings I've been taking on at work. The amount of growth I've had professionally there has been unreal and that's where my focus has been. Personally, well more to come on that but let's just say things have come full circle for my life and my future and trying to enjoy some of the finer things in life right now.

Everyone does it differently. Some want to stay plugged and bust tail 24/7 to live the life later on, but I choose to balance it out in a different, as do you and as do others.

More power to you brother; glad to see you're doing amazing things - and Chicago misses ya!

Re: Re-Shifting Your Priorities (Hint, It’s OK)

Sonny Gill — Wed, 13 Oct 2010 20:30:00 -0000

Matt,I can totally relate with you with the thought of re-shifting and going through different phases in your life. 2010 has been an unbelievable year for me on professional and personal levels. There has been a slew of POSITIVE events since January that have re-shifted my thinking, how I prioritize my time, and understanding what I want in my life.Does that mean I'm completely unplugging from everything that I've built in this digital world? Not at all. I've continued to work, but more behind the scenes and the learnings I've been taking on at work. The amount of growth I've had professionally there has been unreal and that's where my focus has been. Personally, well more to come on that but let's just say things have come full circle for my life and my future and trying to enjoy some of the finer things in life right now.Everyone does it differently. Some want to stay plugged and bust tail 24/7 to live the life later on, but I choose to balance it out in a different, as do you and as do others.More power to you brother; glad to see you're doing amazing things - and Chicago misses ya!

Re: The Now Revolution Is Here.

Sonny Gill — Wed, 13 Oct 2010 09:23:50 -0000

Huge congrats to you and Jay! Current and future success couldn't come to two better people/friends!

Re: Multiple YouTube Videos Side-by-Side in Rows with Facebook's Static FBML Tabs

Sonny Gill — Fri, 13 Aug 2010 10:12:13 -0000

Question - how can I use the code without the photobucket click to play image and just have it show the youtube player?

Re: Stop blaming LeBron! It’s business!

Sonny Gill — Thu, 08 Jul 2010 20:43:46 -0000

Knowing that the game is a business, I have to disagree to say that this is good for the game. Actually, that is if LeBron goes to Miami. Since when was the league about trying to get 2-3 of the top players in the game that are in their prime on the same team? It's definitely made it a circus and think that if he does go to Miami that it will dilute the magnitude of this free agency.

Even more so, I think Miami has the least chance to win a ring (yes, even with DWade and Bosh) compared to Chicago and Cleveland. It's about a full team, not a trio that takes up majority of the team's salary and joining 9 other scrubs. Sorry, but I can't say that it makes any basketball OR business sense at all.

On that note, I still have faith for my Cavaliers!

Re: It’s Time for Real-Time

Sonny Gill — Fri, 11 Jun 2010 10:23:15 -0000

Huge congrats to you two, Jay! About damn time, is something I'm sure many people have said to you ;) Looking forward to it!

Re: Adding Author to My Resume…

Sonny Gill — Fri, 11 Jun 2010 10:21:29 -0000

Awesome news, Amber! We'll all definitely benefit from your collaboration with Jay - can't wait!

Re: Welcome to Brass Tack Thinking

Sonny Gill — Wed, 09 Jun 2010 20:32:27 -0000

Amber - I remember when you gave me the fortunate opportunity to hear (though, very little) of a new project of yours and Tamsen's, and I've been curious as to what it was until last week when you announced BTT. Definitely excited to see/read what you two have cooking for this new venture and look forward to being a part of it! All the best to you smart cookies.