Build community. Love your customers. Get yours today!
As part of being in the final four of CRM Idol, we’re required to submit a video showing what makes Get Satisfaction excel in the arena of customer relationship management:
1. Vote for us! https://www.surveymonkey.com/s/QFVQVTQ
2. Enjoy our video profile:
One of the earliest Facebook fan page features was the Discussions tab, where customers could participate in threaded discussions with you and each other. At the beginning of this month, Facebook announced they were dumping the Discussions tab, thinking that its better to move customer conversations to your company’s fan page Wall. We beg to differ.
The Wall is not enough.
The Wall has no structure. No matter who adds a post to your Wall, no matter if it is a question or complaint, all of these types of posts have the same weight on the wall resulting in an unorganized stream of posts with no context and no structure.
The Wall is not persistent and archivable. Your customer asks a question on the Wall. You answer it. That’s great. Then more posts crowd that off the front page of your Wall and into hard-to-navigate archives. And that question is asked again. And answered again. And so on.
Wall posts can crowd out marketing and PR messages. Your marketing team has a complete marketing plan including Facebook outreach. Wall posts from customers can push those messages off your fan page derailing those plans and diluting your results.
Open season for trolls. Some people have too much free time and not enough manners. The Wall has poor moderation capabilities, encouraging trolls and other internet meanies to have a field day polluting your fan page and confusing your customers – and putting off potential fans.
There’s less than 30 days to prepare for this change, but don’t worry. We’re here to help.
We’d like to introduce you to the Facebook Discussion Tab Quick Response Program.
Step 1: Backup your Discussion tab threads. Since there’s no easy way to get your discussions out of Facebook, hire a minion to copy and paste all your existing Discussion tabs into a Word doc or take screenshots. You know eventually someone will want to reference this invaluable customer data so be sure to grab it for safe keeping.
Step 2: Sign up for a free trial of Get Satisfaction’s Grow plan which includes our Facebook integration that doesn’t just replace your old Discussions tab, it blows the doors off with advanced moderation and instant search to prevent multiple submissions. After your trial period the Grow plan is only $49 a month.
See it in action: Take a look at how Walmart, Pampers and Adobe are using our Facebook integration to deepen customer engagement inside the world’s largest social network.
Questions? Contact our effervescent sales team today.
Another amazing integration fresh from the oven! 
Our friends at Shopify provide online stores and ecommerce hosting to over 15,000 stores selling everything from temporary tattoos to Angry Birds merchandise. With our new integration, customers can ask questions while they shop – and take advantage of community support post-purchase.
Community content and conversations aid customers in evaluating and buying products from your shop. Our integration with Shopify gives you access to our complete set of tools for communicating with your customers and building a community around your shop.
This integration is available to all Get Satisfaction communities on any plan.
Already a Shopify customer? Grab the integration in their app store now.
New to Shopify? Learn more about their service Shopify.com on their blog.
If you can’t measure it, it didn’t happen and if it didn’t happen, how do you justify the investment? Join us for a webcast to show you how to track the real metrics that make communities rewarding for both companies and customers. We’ll be joined by the Michelle Urban, Product Marketing Manager at analytics company GoodData for a guided tour of Get Satisfaction’s Community Health Analytics package.
Wednesday, October 5
at 10 am Pacific (1pm Eastern)
1 hour session
We are giggly as schoolgirls! After voting and evaluations and demos we’re delighted to be one of the Final Four in CRM Idol.
We join three other awesome-saucers: Assistly, Crowd Factory and Stone Cobra.
The list of prizes is pretty amazing, too.
Can’t wait to polish that tiara.
Faithful customers not only stay loyal to a brand, they will also steer future business in the right direction. How does a brand thank such an individual? Let’s take a look at how companies value their most treasured customers, and how they can improve their rewards programs to benefit both parties with our latest infographic:
We launched another fantastic integration today: Reach and Reward! Here’s the scoop from our partner MePlease:
MePlease and Get Satisfaction‘s joint product, Reach and Reward, connects a brand’s customer to a Get Satisfaction powered FAQ page and also gives them the opportunity to ‘Like’ the brand on Facebook. As soon as the customer ‘Likes’ the brand a reward, such as a free gift is sent to their device, which can be redeemed, using the unique barcode issued and tracked by the MePlease platform. The MePlease and GetSatisfaction product works on over 6000 devices, facilitates easy opt-ins and sharing through social media channels, and can track a customer’s social media journey so brands can identify brand champions. It can also gather valuable demographic data about customers, which can be integrated into a brand’s CRM system, such as Salesforce.com.
Read the full scoop on their blog.
Rock on!
Earlier this year, financial services giant American Express conducted a ‘Global Customer Service Barometer’ survey of the US and nine other countries in order to analyze attitudes toward customer service in a transforming economic landscape. What they ultimately found is that businesses are failing to satisfy their customers. Let’s explore why there’s a disconnect and what businesses can do to be successful.
MicroPlace’s mission is to help finance the fight against global poverty – inspiring individuals to invest in the world’s working poor so their investment portfolios can make a positive difference in the world. Investors who come to the MicroPlace website can start investing with as little as $20. Once they’ve invested, they can earn quarterly interest and, at maturity, choose to either reinvest or get repaid. Funds raised through the sale of the investments are used by the investment issuer to finance projects that provide financial services to poor people. They recently launched their Get Satisfaction community to engage their customers and add even more in-depth support and community spirit to their cause.
Here’s the MicroPlace community out of the box with Get Satisfaction’s default styling:
MicroPlace wanted their community to echo the branding and palette of their homepage, shown here:
Using Get Satisfaction’s custom styles they adapted their brand and color palette from their main site and re-skinned the community:
They even got the footer to match the MicroPlace website:
Users can access the community through several entry points:
The Community page on their main site takes users to a landing page that features their Get Satisfaction Community, social media call-outs to Twitter and Facebook, and links to the blog.
The most recent ideas bubbling up in the community are featured on the help pages of MicroPlace’s main site. They used our API to weave in the most recent ideas from the community. Here’s the Get Satisfaction API documentation. You can also use the Topic List widget to get the same behavior without having to use the API.
The ‘Add my Idea!’ button simply links to the community’s ideas list with the Add a Topic form ready for receiving a new idea. This link is your community’s URL + /topics/new?topic%5Bstyle%5D=idea
A search box helps customers query the community from the main site. If a question has been asked before, the related topics display. If the question is new, the customer can start a new topic. This was also implemented with the Get Satisfaction API. You can also use the Satisfaction Search widget.
We’ll report back on MicroPlace’s success as they further integrate their community with their site!
It’s Friday, and that’s a great day. Know what else is a great day? Every single day that we get to work with you.
Huge massive thanks to http://www.mylovetravels.com. Video created by Krystyl Baldwin (@krystyl). Song by Tim McMorris (@TimMcMorris).
Infographic: What Makes People Want to Follow a Brand? 
Inside the Mind of a Community Manager 
Infographic: Why Does Gen Y Buy? 