The title is a stretch; I think I was looking for anyway to quote Dr. Evil. You are probably thinking, “what the heck is this idiot rambling about this time.” Put simply, social media and a great website are nothing without a great product and great customer service.
To start, I am a web designer and I use social media a lot for learning, networking and connecting with communities, friends and colleagues. I also understand people who don’t like social media or don’t understand it. I am not going to debate that here, I am just saying…so with that said on to Social Media and websites.
Many social media “gurus” and “experts” will tell you that if you don’t have a social media strategy, if you’re not on Twitter and Facebook, you’re missing out. Most web strategists and designers (like me;-) will tell you that if you don’t have a great website, if you’re not selling your product on the web you are missing out. For the most part I would tend to agree with both of these opinions. Most companies could benefit from a well thought out social media strategy. Yes, most companies should have a well put together site and if possible your products should be available for search and or purchase. I could take this tangent and talk about all the reason why, but instead I wanted to point out a company that doesn’t really do either, but that I LOVE!
Total Wines. If you are not fortunate enough to live near one then I am truly sorry for you. For you all, Total Wines is the Costco of wine shops. They literally have every bottle of wine ever made (okay may be I’m exaggerating a bit). The stores have a HUGE selection of wines, beers and most have liquors as well. Not only is the selection awesome, the prices are cheaper then Costco. Needless to say I think they have a great product.
Other then prices and selection, when you go into a Total Wines (or at least the ones I have been in) the staff are amazing. You never have a staff member walk away after eye contact like many other warehouse stores. When they engage they make sure that you find what you are looking for. Their customer service goes beyond the normal since all of their floor staff have intimate knowledge of the wines and can recommend based on your tastes and price range. Great customer services.
As far as I can tell Total Wines has no presence on social media. No Twitter followers, no Facebook friends or fans, no LinkedIn connections and no MySpace what ever they have. If you visit their website, uh..well…umm, well (sorry guys) it SUCKS. Put in a nicer way, it leaves me wanting more. No product search, no ecommerce, and heck the navigation doesn’t even work in all browsers. Guess what? I DON’T CARE. I still LOVE them.
I hope by now you see where I am going with this rant. I know what some of you are thinking (besides you just wasted 5 minute of your life you will never get back). Total Wines could improve their customer interaction by initiating a social media plan. They could increase sales by improve their web presence, for sure. My point is they don’t HAVE to.
So at least one company tells social media and websites to “talk to the hand because the face don’t want to hear it anymore”.