Welcome to the blogosphere!…Now what?


Well, the 43rd comment to come in on this post of mine grumbling about Nameplanet’s customer service seems to be good news for Nameplanet customers:



“Jipie! Nameplanet has been taken over by Tucows!

Although they announce not to make any changes at the moment, it’s already a day and night difference: they communicate!

Read more ’bout in on their blog:
http://nameplanet.weblog.info/

Really hope things will change for good now!
brt”


This post (posted by ‘Ross’ who runs their retail division) at their shiny new blog confirms brt’s news:



“You may have already read that Tucows has acquired NetIdentity and NamePlanet. Hopefully I can help make some further sense of this…”


That was posted on Friday. 50 comments in already…talk about demand…


So Ross…you’ve shed some light to the press release and got your customers’ attention. Now what? Here’s my advice:



Step 1 to your long road to real, direct dialogue with customers – start a blog: check.


Step 2. Wade through the gripes here and respond directly to the issues raised.


Step 3. Run a search and see who’s saying what about your company. Result #6 is the kind of thing to look out for. (you could run the search here too, or here or here (meta).


Step 4. Subscribe to the results. Check daily. (see RSS 101)


Step 5. Don’t ignore, respond. Acknowledge. Admit. Converse. Correct.


Step 6. Repeat steps 4 and 5, daily.


Comments (1)

  1. Ross Rader says:

    Hey Alex –    

    I’ve been tied up wading through a ton of gripes and feedback in a number of different forums. Mostly my email (over 600 responses to our announcement and counting…) but I’ve been trying to stay on top of the blog comments, this thread and a few other bits as well. I can’t promise that I’ll be responding to every single blog post and comment – but I am promising that every email question will get an answer. So far that’s proving to be a tall order, but I’m working through it 🙂    

    Regarding step #3, I *think* I’m well ahead of you. As a long time Technorati fan (former top 100 blogger to boot! 🙂 the first thing I did when we started working through the details of this acquisition was to subscribe to a bunch of watch feeds so that I could stay on top of the "buzz" around the companies. I posted our high-level todo list over the last couple of days. The biggest, firstest step is to get our customer service team up to speed. From there, we can start working on product improvements and enhancements.

    I’m pretty stoked about the whole thing. We’ve got a pretty aggressive plan to pull everything together – honest feedback like that found on this blog will be of real assistance. If there are other issues that you (or anyone else) haven’t brought up, be sure to drop me a note (ross@tucows.com, or in a blog

    post, or whatever…)    

    Warm regards,    

    -rr