8 Characteristics of a Top-Notch Customer Experience Manager

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We communicate with customers much more online today and it's important to devote attention to who in your organization is best equipped to handle your most valued assets...your customers and prospects. Marketing, sales, and online reputation management have blurred lines between them and Social Media managers are morphing into Customer Experience managers. Who exactly is the best person to speak for your brand online? After all, their job … [Read more...]

7 Basic Steps to Optimize Your Business Online Reputation

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Are you one of the many business owners or managers who find it difficult to manage online reputation? There are literally hundreds of places where your customers can go to share their opinions. While the specific sites and services will continue to evolve over time, there will always be a need for solid strategies to grow, improve and sustain a business' online reputation. Although each review site is unique, there are some basic actions you … [Read more...]

Offline and Online Reputation Management: a Gameplan is Required!

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"If you don't like what's being said about you, change the conversation." ~Don Draper Successful offline and online reputation management is difficult. Many businesses struggle with the what, the why and the how to manage their reputation. The goal is to capture your happy, loyal customers' opinions but to get there, many moving parts must align. I notice things. Perhaps it's my love of satire or the fact that Jon Stewart is my idol, but I … [Read more...]

The 4 Cornerstones of Content Marketing That Educate and Build Trust

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"Profit isn't a purpose, it's a result. To have purpose means the things we do are of real value to others." ~Simon Sinek In today's climate of radical transparency where everything your business says and does is subjected to scrutiny, the most valuable way to attract leads and sales is through education and trust. The vehicle for education and building trust is content marketing. What Delivering Real Value Means Today Real value is … [Read more...]

Anatomy of a Social Media Fail…and Lessons Learned

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"Mistakes are often the stepping stones to utter failure."  ~Proverb Why, oh why, do businesses take to the airwaves without a plan or careful consideration of the consequences with the content they promote? With all that's happening in the world, there are a lot of strong opinions online. Your business (and your marketing team) must put strategy over tactics. They must practice restraint and consider the actions they take in this world of … [Read more...]

How to Modernize your Culture and Motivate Employees to Create Content

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One of the biggest challenges today is the fact that content is the cornerstone to successful marketing and businesses are having a hard time adapting to it. It's difficult to create content when you're busy operating a business or focusing your efforts on sales. One of the keys to overcoming this difficulty is to modernize your culture and implement programs to motivate employees to participate in the content marketing process. Is it hard to … [Read more...]

Top Social Media and Content Marketing Trends for 2015

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More than ever, we're seeing businesses take a holistic approach to marketing. Social Media marketing is no longer something you do as an afterthought. Businesses are taking steps to integrate content creation within their organization. There was so much growth in 2014 and now we're seeing that Social Media and Content Marketing will be even bigger in 2015. Over 70% of US online adults use some form of social media networking. (Pew Internet … [Read more...]

Customer Experience Marketing: Give ‘em Something to Talk About

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A brand is no longer what we tell consumers it is. It’s what consumers tell each other it is. The customer journey is more connected than ever. Your customers' experiences get shared whether you're in the conversation or not. Customer Experience Marketing gives your customers the microphone. It's your job to give them something to talk about. Customer experience is defined as the sum of all experiences your customer has with you over the … [Read more...]

8 Ways to Rev Up Online Referrals, Guarantee a Steady Flow of New Customers

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"The best referral engine there is... is a happy customer."  ~John Jantsch In a transaction-based business, sales are driven by good customer experience. When shopping and researching their purchase, your customers look for evidence of a good customer experience. They look at your blog content, your Social Media profiles and your online reviews. Online reviews are actually digital referrals. Even though users may not know each other, online … [Read more...]

How to Annihilate Your Online Reputation With One Fatal Error

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I don't know what it is lately but there sure seems to be a lot of online reputation fails being played out on Social Media. This latest round started with the 18-minute Comcast customer service call that was heard 'round the world. The customer service agent was clearly using sales tactics to "retain" the customer when all the customer wanted to do was cancel his service. The PR nightmare that happened after only served to confirm what the … [Read more...]