In June I joined Network Solutions. As I said back then, Shashi’s enthusiasm for their social media efforts was contagious. Shashi & Network Solutions made a commitment to engage with their customers online. The conversation was already happening…

While Shashi was on vacation I learned more about his story in an interview on the NetSol blog that highlights the person who encouraged him internally. Last fall I met Shashi when he reached out to me in search of resources to convince management to add a Community Manager position. Network Solutions is now growing that program.

We have a stellar social media team! In addition to Shashi & myself, we have:

  • Gerry Rosso, Tech Support Supervisor, is the voice of @NetSolCares on Twitter
  • Steve Fisher, blogs about events & provides great interviews 
  • Geoff Livingston & Kami Huyse (total PR rockstars!).
    • It’s totally my pleasure to be working closely with them. If you haven’t read Geoff’s book, Now is Gone – it’s another must read!

On Twitter @NetSolCares is getting a great response. We also respond to customers on the web at large. And people are quite appreciative of our efforts to not only listen but to respond. And we are providing articles on events, interviews & information for small businesses on the Solutions Are Power blog. 

Geoff Livingston has an article today on the Buzz Bin about Kami & his role on the PR aspect.

At the heart of the reputation management program is a serious long term commitment from network Solutions to identify, listen and attempt to promptly resolve problems.

We believe just saying we care isn’t enough, and do everything we can to resolve problems, and use the Voice of the Customer as a catalyst to evolve Network Solutions offerings. In some cases, we can’t always provide the answer people want to hear, but they know we are engaged. And it’s clearly making an immediate difference.

So that’s a bit of an insight into what we’re doing. I generally don’t blog about work directly here. But I think it’s helpful for those wondering how to get started & what other brands are doing. You definitely need to listen, engage & participate.

Are you talking with your customers?