3 Examples of Listening to your Customers
The session I faciliated at BookCamp Toronto 2009 was called Listening to Readers. Thanks to everyone who attended and participated.
I thougth I would share 3 recent cool examples of how social media tools can help you listen to your readers — and respond.
1) A twitter example. I’m a huge twitter fan because it is fast, and I get lots of good information from it. I didn’t understand how twitter would benefi me when I signed up last October but within a week I got it. It’s not about learning what people had for lunch but for sharing information. Now I twitch if I haven’t tweeted.
Last week audible (www.audible.com) was recording one of our books and had a pronunciation question about a word in Farsi. We didn’t know; the author didn’t know; so @HarlequinBooks asked the twitter community. We had the answer in 10 minutes.
2) Twitter & blog. NYT author Kresley Cole was blogging at the paranormal blog about her Immortals After Dark series and giving away an ARC. To enter the contest you had to comment. But when we changed blog platforms a few weeks ago, the new platform required registration. We didn’t think it was such a big deal, but the twitter stream told us it was. One of my colleagues, brilliant Amy, thought up a workaround (she created a registration “anonymous” that everyone could use) and tweeted the fix. Problem solved within minutes and we had lots of contest entries.
An aside. Malle is an Estonian name (in Estonian you pronounce every letter. The stress almost always falls on the first syllable of words — M A L L E). It’s a really small country with slightly more than a million people so imagine my shock when I was reading a Kresley book and came across her vampire brothers. Her Estonian vampire brothers! This is way more rare than watching a movie set in Canada! Of course one of our most famous novels is Libahunt (translated: Werewolf) and this was way before paranormal became the hot genre.
3) Nooners. We launched an original digital-only short paranormal series last year called Nocturne Bites. Naturally we read blog reactions and on launch day one of the bloggers reviewed the title and commented how it was perfect lunch time reading. Nooners. We thought this was a fantastic marketing idea and used it to create special lunch hour sales from 12 – 3:00. I believe we called the promotion Afternoon Delights and it’s been successful. Most importantly it came about by listening to our readers. (Although I still like the name Nooners best!)
Are you listening?