customer service, customer experience, social media engagement
customer service, customer experience, social media engagement

Are your customers happy?

A recent study noted customers are increasingly reaching out and getting nothing in return which leads to 55% of customers having bad customer experience.  In the social media space, seeing that either 1 in 5 pre-purchase or 1 in 3 post-purchase have a bad experience doesn’t need to happen.  Hopefully you are responding and engaging your customers, otherwise you are handing sales and money to your competition.

Your company is social (and if not, you should be) so you have to remember it’s a 2-way street.  Your customers want to show off your company to their friends, but if you are one of the company’s providing that bad customer experience, why would they?

Respond back on Social Media

Making sure notifications hit your phone, email, etc. as people engage one of your social media platforms is key.  Don’t wait, don’t hesitate, just jump in and respond.  A twitter response that takes more than an hour could have up to a 50% decrease in brand loyalty.  While there are exceptions to the hour time frame, if your business is open or holds regular hours, the response time should easily be within the hour during regular hours.

Customers are people and people appreciate being heard and being responded to.  I’ve had countless brands and companies engage me when I mention them on social media.  For Twitter, even a favorite can do the trick.  On Facebook, a like.  Certainly if you have the ability to respond and answer a question, you just increased your customers love for your company.

Keep customers happy and engaged.  Provide great content to share with your audience, and make sure they are heard online.  If you are in need of a review or Q&A with myself, let me know!

 


 

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social media marketing, loyal fans, customer experience
social media marketing, loyal fans, customer experience

Do you have your loyal fans figured out?

Engaging with your community can be one of the best ways to grow your business for free!  Finding those loyal fans can be an easy task, but do you know what to do with them?  Utilizing social media tools, you can have a set of loyal fans to try new products, services, and ideas.  At the end of the day, why wouldn’t you want a focus group?

Easy Social Media Tool

One of the easiest ways to build out this feature of your business is through a Facebook group.  Create your group around interests or topics relating to your business.  Give your audience a place to not only hear from you, but to chat with other customers.  This group conversation and discussion can shed light on amazing insights into your company.

  • Pose questions:  Ask for honest feedback from the group.  You might have just spent a month looking into something for your company, but the fresh eyes of your group will shed light on something you might have missed.
  • Are you launching something new?  Why not offer special rate or give out beta testing to members of the group asking them for their insights and sharing with the group.
  • You have a captive audience to promote, whether free or paid items.
  • Don’t ignore them if they are reaching out.  This also gives you the opportunity to stand out from your competition by giving great customer service and help your customers.

A sense of community not only elevates your business, but will create a group of loyal fans that will spread the message of how awesome you are.  Peer review is the best review you can get!

 


 

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Social media platforms, social media strategy, digital marketing strategy
Social media platforms, social media strategy, digital marketing strategy

Knowing where to go and where to start on Social Media

One of the biggest questions around social media marketing for a business becomes which platform should be utilize?  While Facebook is the biggest and most well known, do your customers hang out on Facebook and will your voice get heard?  The other question to ask is how much time you have to commit to social media?

Which Social Media Platform

Your ideal client and audience should be the question to dictates where you spend your social media energy.  Instagram for instance, has a growing millennial and iGen user base while Facebook’s fasting growing demographic is 40+ users.  Snapchat can be a highly valuable marketing tool if you know how to utilize the platform towards a young demographic and relate your posting to them.  There are so many platforms out there with plenty of demographic information to really hon in on where your target audience is.

Personalizing your message on any platform will increase your visibility and reach.  As a marketing philosophy, you have to put people first in order to stand out.  There are plenty of ways to sell while still connecting with your customers.

Time on Social Media

Once you have your audience and platform, then it’s all about your time commitment.  Platforms come with time commitments to be successful.  Instagram requires you to think in the moment, but also create graphics (if applicable to your business).  Snapchat requires you to create stories and think long term.  Pinterest wants quality images (the taller the better) that stand out on the newsfeed.  Each platform also lends itself to how much content to post and when to post for maximum exposure.  All these time commitments lead to success and a return on your investment in social media.

 


 

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marketing, hoover vacuum, generational marketing
marketing, hoover vacuum, generational marketing

Example of 1950’s era marketing. Does that fit with today?

Did you know to market to different generations effectively, multiple marketing messages and campaigns need to be running?  Each generation is going to have it’s own way of absorbing and processing information from your business.  As I’ve talked about who your idea client is, it then moves into what marketing channels they use and trust.  How can your business then be front of mind to your ideal clients?

Know the Audience to be Effective

From a marketing perspective in today’s world, you have to not only know your client, but know how to market to them effectively.  While everyone will value a personalized message, the younger generations almost expect this of your business.

New Technologies and Ways to Market Your Business

While your shift should be towards mobile and social media marketing as goes the trend, you can’t be broad sweeping in making changes or how you use any new technology or platform.  There are still clients that will only find you through traditional advertising/marketing means, if they are part of your target audience.  Adding in a new component to to test the waters is certainly a great idea.  Maybe those new ideas stick around long term.

By making this switch to mobile/social marketing, there becomes a whole new set of parameters and rules to being effective.  So many of these new tools have the ability to get very specific in targeting who you are reaching and even personalizing the message.  The fact is you pay attention to those points will give you a competitive advantage.

 

The first steps in taking on this new adventure can start with our help!  We’ll sit down to help outline your audience, where they are online, how they value their marketing, and then start building a strategy to attracting them!

 


 

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customer experience, client relations, happy
customer experience, client relations, happy

Are you making sure your clients are happy?

Are your clients happy?

We want to make sure clients are happy!  Clients are the biggest promoters of any business.  When results and work are followed through, clients will say awesome things to the right people.  If something doesn’t go as planned, or totally wrong; they will tell everyone and anyone who will listen to them.

What are some ways you can ensure they are happy

  • Listen!!!  I can’t stress this enough, take notes, understand the business, and use their vision as a roadmap for creativity.  If you can’t relate to them, their business, or their ideas; you should think twice about working with them.  There is nothing wrong when it’s not a good fit.  You can’t work with everyone.  As a bonus, have a couple of people in your back pocket to refer in that instance.

 

  • Research.  I’m a firm believer that by not having a background in your industry, someones outside perspective can be refreshing.  Outsiders won’t think like the industry.  They are looking and researching your industry from a different perspective and pulling specific information that can enhance your marketing image.

 

  • Think outside the box.  While you want to ensure you are giving the client what they want, you still want to wow them.  If you are going to take creative freedoms, make sure you can fully articulate the reasoning and follow through with your idea.  And when those times come up that your idea get’s turned down, don’t take a negative reaction.  Understand the reasoning to grow.

 

Armed with a couple of quick tools, working with (almost) any client can be a breeze as well as a rewarding experience for both parties!  Do you have success for not so successful tips?

 


 

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marketing, social marketing, customer expereince
marketing, social marketing, customer expereince

How is Your Marketing Message Getting Out There?

You Market for Someone Already

We all have our favorite article of clothing, or bathroom product, or that car we always wanted.  What is it about that specific product that has you so excited to tell everyone?  Whatever the case may be, you become the social marketing arm for that company, and you didn’t have to do anything!  Effective brands and company’s make it easy for you to share their products and services with your friends, family, and social network.  So what are some ways you can utilize this for your company?

  • Who doesn’t love something free?  There are companies out there that focus solely on promotional items.  If you get something, make sure you would use it as well.
  • Customize email marketing messages that not only reward loyal customers, the message is easy for them to share with their followers.
  • Utilize key words and phrases that entice your customers to want something:  Exclusive, VIP, Insider, etc.  Do they feel special?
  • Don’t be afraid to watch the competition.  Inspiration comes from everywhere.  Who knows, they do something that provides you with an idea you would have never thought of.

Think Outside the Marketing Box

Marketing has evolved so far from the radio and newspaper ad you once ran.  While some company’s still do (and I’m sure with measured success), if you are looking for inexpensive ways to marketing, provide the most amazing customer experience.

Have you thought about what your company and brand looks like to the world?  We would be happy to set up a time to chat with you further about how you can jump ahead of your competition.

 


 

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