Uncategorized

don’t forget the customer in your store

Hello from Nairobi!

With companies quickly embracing social media as a marketing tool I thought it would be wise to remind everyone that customer service still counts, no matter how many Twitter followers you have.

Case in point:  Yesterday we visited the Animal Orphanage just outside Nairobi.  It was a couple of hours after lunch and we all were starving.  So we decided to grab a quick lunch before visiting the animals.  There was a great restaurant overlooking a watering hole.  The baboons and antelope (at least I think that’s what these bambi-lookalikes were!) were in full force.  The atmosphere was great.  They even had all the flag of the nations in the World Cup all over the place.

But it took more than 90 minutes for our food to get to us.

This is not just a case of “that’s how it is in Africa”.  This is a case of forgetting that the customer experience is paramount. 

Most of my work these days revolves around marketing and showing companies how they can effectively use social media tools in engaging their community online.  However, I always insist that no matter how cool their website is; or how many Twitter followers or Facebook friends they have, they must always remember one thing:  The experience I have when I visit their online or offline space trumps everything.

If the customer service rep is rude; if the food is cold; if they forget about me as soon as I walk out the door with my purchase then everything else matters not.

Customer service matters.

Uncategorized

start-up culture

Many of you know that my family and I are in East Africa on vacation.  But for those of you who know me I’m always “on”.  So I find myself with one and maybe two speaking gigs in Nairobi next week.  And I’m excited!  And nervous.

On Tuesday I’ve been asked to speak about “Start-Up Culture.”   Why?  I think it’s because I’ve had the great opportunity to meet some very cool and successful people and companies in Toronto during my short time with Techvibes.

However, I don’t consider myself an expert.  But I know that many of you are.  So I need your help…

As someone who has worked with or started a company, what important tips should people know?  And what characteristics should someone considering a start-up have or look to develop?

Thanks do much for your help!

P.S.  If you’re interested in following some of my journey check out my africa trip.

blog

gone fishing…kinda

Not really.  I’m actually leaving for Africa tonight.  I’ve never been.  And I’m very excited.

So, here’s where you can find me during my trip:

my trip to africa (<– Click Me!)

Please feel free to visit there as often as you like.  I’ll be updating it every few days with thoughts, videos and pictures.

Until next time…

social media, sports

#SCTO – social media & sports

It really is a perfect fit in my opinion.

Sports teams (good or bad) have a fan base that even popular brands like Apple and Red Bull wished they had:  A passionate fan base for life. 

Social media allows (among other things) brands such as the Toronto Rock or even the Toronto Public Library to communicate, listen, interact and even market (blasphemy) to their fans.

Last night, something that started in the heads of myself and good friend, Joallore finally came to life after almost 8 weeks of planning.  It took a committed team to pull it off.  Thanks must go out to Carolyn, May, Zaigham, Mike, Nehal, Dave and Karim #2.

SportsConnectTO was held last night at Ryerson’s Digital Media Zone high above the Yonge – Dundas Square in downtown Toronto.

Social Media Representatives from Maple Leafs Sports & Entertainment, Toronto Blue Jays and the Canadian Football League debated, answered questions and gave their personal thoughts and insights to the over 100 people in attendance.  Special thank you to all of them and to Erin Bury of Sprouter for being our panel moderator.

To read what people are saying check out #SCTO (FYI – #SCTO was a trending topic on Twitter in Toronto last night!)

You can also see a JustinTV recording HERE.

Thanks to our sponsors, volunteers, supporters, attendees and again to my team for making everything come together.

books, reading

what the dog saw [book report]

I love Malcolm Gladwell.

Really.  I heard his voice in an interview before I ever read his book.  And I was hooked.  It wasn’t just his voice. (If you’ve ever listened to any of his audiobooks you know what I’m speaking is true.)

It’s his arguments.  They just seem to make sense to me.  And they are also very entertaining.

His latest book, What The Dog Saw, is actually a collection of his essays from The New Yorker.  The topics he covers a range from spaghetti sauce to dog whisperers to the Enron fiasco to football quarterbacks.  No topic is too popular or too off beat for Gladwell to cover.

I enjoyed this collection of essays.  However, I do hope that his next book is another original work rather than a collection.

So, if you’re a fan of Gladwell and you have yet to read What The Dog Saw, shame on you.  If you are sceptical of this popular author, I understand.  However, if you are the type of person who likes to get under the surface and truly find the answer to the question, “why?”, then you owe it to yourself to give at least a few of the stories in this collection a chance.

Have you read any of Malcolm Gladwell’s books?  What do you think?

podcast, video

the hawk

I’m not his biggest fan but even I know that The Hawk is an important figure in Canadian music. And not just Canadian music. But musical history from the past 50 years.

Yes, The Hawk. Otherwise known as Rockin’ Ronnie Hawkins.

I had a chance to speak with Ronnie Hawkins last week.  We both found ourselves at the Toronto Real Estate Board’s Realtor Quest trade show.

We were both surrounded by beautiful groupies (albeit they were all his groupies but I know he likes to share) as I tried to sound professional interviewing him.

Here’s something important I learned from him:  Be in business with people who like you because chances are you will like them.  As someone who would rather make a pay cheque than receive one, this point is important.  You see, we all have a choice in who we do business with.  And although I like money as much as the next guy, I want to make sure that I’m having fun.

What are your thoughts?

social media

social media for real estate

I have never used my blog to solicit business.  However, I understand that there are professionals who read this that might want some help.  So read on if you like.  Ignore if you want, too.

This past Friday I had the opportunity to speak and present at the first REBarcampTO (Real Estate Barcamp Toronto).  There were hundreds of people in attendance who were hungry to learn and were humble enough to admit it. 

My journey in social media has been a natural one because of my work as a marketer.  I understand that real estate agents may not “get” the social media world.

So, I’m excited to offer my services to the real estate industry.

Here’s what I can offer:

  • how to properly use Twitter to increase your circle of influence and prospects.
  • how to use YouTube to showcase yourself, neighbourhood, and listings.
  • how to make blogging work for you.
  • what Facebook can do for you.
  • why you should use LinkedIn.

I can do a one-on-one session or a team session.  We can sit down for an hour or do 4 one hour sessions.

If you’re interested in talking, send me an email to karim at techvibes dot com.  I’ll be glad to help you out.

health, Uncategorized

getting ready for Africa

A few weeks ago, I started exercising.  I need to get in shape.  It’s a health decision as much as it is a “beach” decision.  Not only do I want to be healthy, but I also want to look good.

It turns out I need professional help.  So I sought out my friend Emil.  Emil has recently moved to Toronto from New York City.  No, he’s not crazy.  He did it for a girl.  Emil is the founder of fit4lifenyc.com as well as Fit 4 Life Kids.  We met in a park in the Yonge and Eglinton area.  And he put me through a workout.

It’s so simple really.  Anyone can do it.  Here’s the video footage:

[youtube=http://www.youtube.com/watch?v=LBdqj-RKCzk]

[youtube=http://www.youtube.com/watch?v=fjkMSzPwgHc]

What does exercising and being healthy have do to with marketing and social media?  Nothing and everything.  Nothing in that obviously there is no direct relation.  However, in this industry, the hours worked and the time spent in front of a computer screen can be long.  Not to mention all the events (social and professional) we get invited to that end late at night and then we have to get up early in the morning.  This does not make for a healthy lifestyle.  And I figure if I’m going to succeed in this industry, I want to enjoy the fruits (and wages) of my labour.  So, if you find yourself working in the digital industry, at whatever level, I suggest a workout schedule.  You may even want to give someone like Emil a shout (I’ve left his email address below).

You can follow my journey to lower blood pressure, 165 pounds (I’m presently 175), and more energy by visiting or visit my YouTube channel and search for the health videos.

If you want to get in touch with Emil you can email him at fit4lifenyc@gmail.com.

blog, social media, twitter

quiet noise

I remember when I used to work at one of Canada’s big banks.  During my last year there the tellers (of which I was one) finally received internet access on our terminals.

I used this “privilege” as much as I could.  Especially emails.  My siblings and cousins would exchange dozens of emails a day.  We would be discussing irrelevant things like why this hockey team sucks or why that business venture was a scam.

Today, we still communicate online via email.  the discussion have changed little.  However, sometimes we wish “such and such a company” would change the way they do things.  And this gets me thinking:

The company or brand we are talking about can’t read our emails.  We are having a private and closed conversation.  Not only can the brand not participate but maybe there are customers or fans that want to chime in.  They can’t because they don’t even know there is a conversation happening.

Unless we take these conversation public or open.

And this is where blogs, Twitter and Facebook groups come into play.  Using these tools to have conversations allows a few things to happen when we’re talking about brands:

  1. We open up the conversation to people with similar or differing views.  This is a good thing because at times we think the way we’re seeing things is the only way to see things.
  2. We open up the debate to the brands.  Now this is interesting.  What the brand does is up to them.

As a fan and consumer of brands here’s what I’m hoping:

That they’re “listening”.  Companies should be using these listening tools to listen to what is being said about them so that they can improve their product or even their messaging.

Whether or not a company decides to jump into the conversation is up for debate.  Listening is the start.

Now, getting back to these conversations…

If you’ve got something to say, here is what I would suggest:  say it loud.  Use a public forum so that as least something has the chance of being done about it.

Otherwise consider the email you sent to your cousin griping about “such and such a company” to be nothing but quiet noise.

books, reading, Uncategorized

not available

Last weekend I was offline.  I didn’t tweet.  I didn’t even check my twitter stream.  I did not even go on Facebook or check any email.  The closest thing I came to using the computer was seeing how the weather was going to be.

In today’s age of  “always being available” I found this past weekend to be refreshing.  And busy.

Now I was anxious.  But only a little.  I have an event that happens in less that one month and there are people who are counting on me.  But they all have my phone number.

So what did I do that kept me busy?

  1. I watched almost every Thomas The Tank Engine and Bob The Builder dvd and vhs we have with my son.  And we do have alot of videos/dvds.
  2. I read a few stories from Malcolm Gladwell’s “What The Dog Saw”.
  3. I took afternoon naps.
  4. We fed ducks at Harbourfront.
  5. We celebrated my sister’s birthday at her cool downtown condo.  (She cooks a great green curry something or the other. Really.)

So, I know it’s only Tuesday afternoon.  But why not “schedule” to be offline this weekend.  It doesn’t have to be this weekend.  I’m just suggesting to keep the smartphone in your desk (or at least data free) and your laptop powered down.

You’ll be amazed to see how much you can accomplish and how free you can be when you’re “not available.”

I would love to hear your thoughts on unplugging yourself.  Has anyone ever tried it recently?

[youtube=http://www.youtube.com/watch?v=2DTFwYZ6YJU]