Has Civility Lost Its Way on Social Media?

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When I was younger, my grandmother used to say, "In social situations, never discuss politics, sex or religion." That sage advice has stuck with me like a mantra through every off-site business meeting, networking event, backyard BBQ and even all those company Xmas parties. It's a simple acumen, without a lot of adornment, so perhaps that's why lately many people seem to forget that it's applicable to social media. This week has been a true … [Read more...]

Social Customer Service: Ignore Your Customers and Lose Sales

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A report¬†out this week shows that 87% of customer Facebook messages are ignored. Many customers will turn to Facebook and other social media when issues arise, expecting to be heard. Just like the phone or email, social customer service may be the preferred channel your customers use to correspond with your business. How equipped are you to include social media as a way to listen to your customers? We've all been victims of the automated … [Read more...]

6 Ways Employees Are Key to Online Marketing Success

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What do you want your customers to know about your company? We've all been subjected to thundering advertisements and they just don't ring true anymore. No matter how loud you get, there's always someone louder. Can you advertise price? Sure, and there's always someone who'll undercut you. The only real and lasting expression left to capitalize on and drive sales is the experience you deliver every time a customer comes in contact with your … [Read more...]

What Dave Grohl’s Broken Leg Teaches Us About Personal Branding

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Things happen. We get up everyday and expect smooth sailing but the truth is, most days, things happen. Personal branding is the work you do to insure that when things happen beyond your control, your primary message of value stays intact. If you were faced with a situation beyond your control that affected not one but many other people (such as customers), how would they react? What would your customers think and say about you? Would your … [Read more...]

10 Tips for Dealing With Social Media and Online Reputation Attacks

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I've spent years talking about the benefits of social media marketing for business, especially to generate leads and sales. Some businesses have embraced social media and online reputation management but there's many more who sit on the sidelines. I've been pondering this subject recently and I've realized that one of the reasons business owners steer clear of social media is they just don't want to leave themselves open to online attacks. They … [Read more...]

6 Time-Wasting Social Marketing Tactics to Give Up Today

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Businesses evolve. Customers evolve. Social Media and online marketing evolves. So why are there so many businesses who are acting like it's 2011 when in comes to their social marketing tactics? Given that we're in an accelerated environment with nearly every industry discovering that the status quo doesn't get the job done anymore, it's prudent to assess what social marketing tactics are working and what's not on a regular basis. However, … [Read more...]

“I Hate Yelp” and Other Afflictions Hampering Your Online Reputation Management

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As your business adapts to social media marketing, it's crucial to not disregard that part of social media known as online reputation management. While the term "social media" can mean many different things, it boils down to a digital acknowledgment of what your customers think about you. That feedback can appear on any social channel your customers choose and leaving online reputation management out of that equation is dangerous. As I work … [Read more...]

12 Strategic Questions to Answer for Social Media Success

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Social media success can mean many different things to many different people. Some think it's all about how many "likes" or followers you've accumulated. Some think it's posting benign messages that push products (but actually never get anyone's attention). Truth is, social media success, at least for small and medium size businesses, means converting fans/followers into customers. I was reading an article about social media success the other … [Read more...]

Anatomy of a Perfect Facebook Post

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How would you define a perfect Facebook post? It's surprising how many businesses and their marketing partners have a hard time articulating the answer to that question. A client of mine, RC Lacy Ford Lincoln Subaru, recently posted what I believe to be a perfect Facebook post and I'm going to tell you the reasons why. But first, I'll let two of my other clients tell you. They were the ones who alerted me to the post first. "It makes me wish … [Read more...]

Social Selling: 3 Must-Haves and 6 Right-Now Actions for Success

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"Social Selling expands on the age-old basics of getting to know your customers and meeting their needs." ~Jon Ferrara, CEO, Nimble Today, customers not only have a choice, they have a voice. Only 33% of buyers trust what the seller tells them. However, 92% trust what another buyer tells them.¬†What kinds of stories are your customers telling other buyers? It's crucial to make sure your true customer experience story is being told and to do … [Read more...]