The 4 Core Factors in Delivering Superior Customer Experience


Let's face it, this monumental shift away from spewing propaganda about products and services to people who don't know you and towards connecting and engaging your target customers is very challenging. After all, while what you sell may be awesome, it's why you sell it that brings buyers to you. The ONE thing you can differentiate yourself with is customer experience. Customer experience is the product of an interaction between a company and a … [Read more...]

The Right Way and The Wrong Way to Respond to Negative Reviews


Just like everything in life, there's a right way and wrong way to do things. When you're searching for the right way to respond to negative reviews, the challenge is knowing which is right and which is wrong...and when and how to take that next step. Being savvy with responses to online reviews is an art form for which a talent not many are blessed with. When someone writes something negative about your business, the first reaction, while … [Read more...]

Do’s and Don’ts for Getting Online Reviews


Online reviews are now an integral part of the purchase journey as consumers seek out opinions from "someone like me." 88% of consumers trust online reviews as much as personal recommendations. But getting online reviews is not a simple task. The number one criticism I hear from business owners and managers is how difficult it is to obtain online reviews with any sort of consistency. We're seeing Google continue to make moves that point to … [Read more...]

Negative Online Reviews: 3 Positive Ways They Affect Your Business


Every business owner wants to see glowing online reviews and comments about their organization. It's natural for us to only want the positives pointed out in public. When negative online reviews happen, your first reaction is to retaliate, blame, and/or deny they exist. But what if you started looking at your negative online reviews with as much enthusiasm as the positive reviews? I know all too well what it's like to get negative reviews. I … [Read more...]

8 Characteristics of a Top-Notch Customer Experience Manager


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


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!


"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


"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


"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


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...]