Taking the Time to Make Social Media Truly ‘Social’


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A Welcomer Story from Across the Globe

Social media can be a great way to make new friends. Over the last 6 months, I have been privileged to get to meet Maz Iqbal of TheCustomerBlog.co.uk. He is someone I connected with initially via social media and have now gotten to know as both a prolific writer of thought-provoking blog posts and as a person as well. He concludes all of his emails with, “At your service/with my love” and he really means it.

He was one of the first customer service bloggers to agree to review my book, even though we had never communicated. In our communications since, his emails are always thoughtful and welcoming and though Maz lives in Berkshire, UK and I live in Manhattan, we have developed a very nice bond. It will be wonderful to meet him in person one day.

Recently, Maz wrote an amazing blog post entitled, The Customer’s Experience: Tales of Disappointment and Delight. His delightful customer experience occurred at Kathleen’s Country House in Killarney, Ireland. He wrote about how welcoming Kathleen was and how her primary goal is to get to know all of her guests as people first. He explained how she loves to introduce her guests to one another and how this adds to everyone’s enjoyment of their stay. Because Maz referred to Kathleen as a Welcomer and included a hyperlink to his March review of my book, I felt compelled to not only reach out to Maz to thank him, but to send an email to Kathleen as well, congratulating her on being reviewed by Maz and for being a Welcomer.

She immediately sent me this response…..

We rely almost 99% on ‘word of mouth’ repeat business, consequently it is all the more welcome when such kind guests take the time and trouble to place a complimentary review.

I am attaching a brief synopsis of some of Ireland’s highlights most Iconic attractions that abound us here for your perusal.

Looking forward hopefully to meeting you and to welcoming you here one day.

Kathleen had never met me in person, but she treated me like a friend. Not only did she send me such a lovely email response, but also included detailed information about Killarney, Ireland. I can guarantee you that on my next trip to the UK, I would be honored to meet Maz and his family in England and then travel to Ireland to spend a few delightful nights at Kathleen’s Country Inn.

Social media becomes truly ‘social’ when people take the time to connect. I look forward to spending time, in person, with these new friends I have made online. Be sure that you and your associates are making real connections whenever possible and being ‘social’ whenever using social media.

Republished with author's permission from original post.

Richard Shapiro
Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business was released February, 2016.


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