My friend Jay Baer was one of the keynote speakers at this year’s Counselors Academy in Lake Las Vegas. He’s been out and about talking about his new book with Amber Naslund, The Now Revolution. I had the chance to hear Amber and Jay speak in Phoenix a few months ago, but this time Jay was on his own.
Sunday morning bright and early may not be the optimal time to talk about the changes in the way we do business, but he has a knack for engaging the crowd so all was good.
The concept of The Now Revolution is that today’s businesses have to operate at the “speed of thought.” When anyone with an internet connection can instantly go online and talk good or bad about your business, you must be able to react quickly and efficiently.
Customers today expect real-time solutions. According to Jay, it is vitally important that businesses put the right people in place to make the right decisions right now. Everyone across your business should be empowered to be involved in the social engagement with your customers. Titles don’t matter here – yes, marketing, public relations, advertising, etc, need to be on the social team, but so do people in customer service, finance and even the C-suite. And if you don’t love social, you’ll suck at social, so please please, put people in place who want to do it, love and are good at it.
Businesses who realize they can be successful because of social media will rule the day. And the teams that demonstrate solid success metrics will rule the day. Yes, a lot of people talk about how difficult it is to measure the ROI of social. From Jay’s point of view, there has never been a communications tool more easily measureable than social. And that may be the issue – what to measure, when to measure, how to measure. But you must measure!
We are operating in an opportunity economy and social is here to stay. Where “thank you” and “I’m sorry” may be the two most powerful phrases in your social arsenal.
Like the headline says, if your business sucks, Twitter is not your problem. Get on board The Now Revolution – what do you have to lose?