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...]

Social Media Manager Job Description: A Complete Guide

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“Never hire someone who knows less than you do about what he’s hired to do.” ~Malcolm Forbes Many businesses have recognized the awesome value and benefit in Social Media marketing. Perhaps you're one of those. You've seen how Social marketing drives leads and sales and boosts your online reputation. However, as a business owner, you aren't spending time on Social networks personally and it’s quite a challenge to figure out who the best person … [Read more...]

10 Outdated Social Marketing Tactics to Stop Doing Right Now

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The speed of Social Media adoption and strategy is getting faster and more complex everyday. It's very difficult to know for sure what tactics will get you the best results. There are many companies still in the dark about the value of social marketing and advertising...and still many more who are stuck in 2011 with their social marketing tactics. The success of your social marketing tactics lies in the content and how you publish and promote … [Read more...]

Why Content Marketing is Your Ticket to More Business

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Creating a personalized, customer-focused environment reveals to buyers that your business is easy and friendly to work with. There is no better way to convey an outstanding customer experience than offering helpful, useful information that prospects can readily access. A recent study by eMarketer shows that US consumers are choosing small businesses because of the personalized experiences they provide compared with larger corporate-owned … [Read more...]

It’s Yelp’s Movie…We’re Just In It

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Every single time I speak to a group about Social Media, someone (or two) raises their hand with a question about Yelp - and with good reason. Like all Social networks, Yelp has its idiosyncrasies. It takes time and effort to learn the ins and outs of Yelp and how to make it work for your business. I have a friend who lives in Silicon Valley. He decided it was time to replace his old car. He began his buying process by researching online (like … [Read more...]

Stop Allowing 3rd Party Review Sites to Dictate Your Sales Revenue!

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We've heard a lot about content marketing and how it can create traffic, leads and sales for your business. What we haven't heard a lot about is utilizing content marketing to help build and retain your online reputation. Up until now most business owners have felt like they were powerless over the online review sites like Yelp and Google+. The information on these sites can dictate whether a prospect will buy from you or not. When 94% of … [Read more...]

The Absolute Best Way to Tank Your Online Reputation

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90% of Americans say their buying decisions are influenced by online reviews. Social Media and online ratings go hand in hand. Thousands of people share their experiences online everyday with their friends and family. Many are compelled to take it a step further and write a review on Google+ or Yelp, which in turn shows up in search results for other prospective buyers. This wave of interpersonal sharing of experiences has morphed into one of … [Read more...]

6 Factors of Social Media Marketing that Call for Financial Investment

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Social Media is not free. Many people think it is because the platforms give you real estate to use as you wish. If you're using social media for personal reasons, there's very little financial investment needed. However, if you're a business who wants to connect with customers and prospects, engage them in daily conversations and ultimately drive leads and sales, you need to allocate a portion of your budget to invest in Social Media … [Read more...]