I thought this short video interview (shot by my friends at Sprinklr) was very compelling because Frank is a man of few but meaningful words - a rarity in this business. He’s being asked what makes social media successful, and here are some highlights:
“doing it right [social media] requires culture shift”
“It’s not so much about the tools. It’s about collaboration and the spirit of openness.”
“You want to win in social? Win with your employees, win with your customers.”
“You want someone to care about your brand? Treat them right.”
The money shot:
“Our customers want social service? No they don’t! They want you to do it right the first time. Simple as that.”
Frank’s right about all this - and then some - Bless you Frank!