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Top Articles
Looking Beyond 2012: Trends for Leading Transformation
[2012-01-23] It's a new year and a new set of predictions to set goals and expectations for 2012. I won't bother you with the top 10 emerging social networks or apps to focus time and resources. Nor will I gaze in the crystal ball to reveal the five secrets to viral marketing and user/customer acquisition. Instead of adding my forecasts to the endless sea of debatable prophesies, I chose a more aspirational path.
The Customers' Voice, Your Social Graph and Your Reputation
[2012-01-10] Social media impacts every part of your business. in 2012 it is imperative that you
The Customer Is The Customer. Adapt Or Die.
[2011-12-19] I've had a variety of sales jobs in my career and have dealt with some great people … and some world-class jerks. Not just difficult and demanding people, but unethical, bullying, liars at Fortune 100 companies.
Social Media Conversation. Yes, but at what cost?
[2011-12-05] There were some outstanding blog posts last week that explored the idea of the SPEED of social media communication changing traditional business models. This was social dialogue at its best.
How Much Are You Paying to Send Customers Away?
[2011-11-15] Engaging in online marketing is all about customer acquisition, ROI and profits. If you see growth in these three areas, you can be reasonably confident that your online marketing efforts are paying off in some form or another.
How deeply do you respond to customers in public?
[2011-10-31] Recently, I wrote a post that recommended, "Don't be afraid of fake reviews," to help business owners know how to respond to an angry post in social media. To make a long post short, my advice was to always treat angry reviews as legitimate (not assuming it is faked by a competitor, for example), because responding that way is best whether the review is fake or not. That advice was questioned by one correspondent, who asked, "How deeply do you respond in public?" What he wants to know is how to practically manage a conversation in social media, which is a very good question.
Understanding and Building Relationships with B2B Customers
[2011-10-19] According to Stephanie Edwards, writer for MyCustomer.com, no matter what your job may be, interaction with customers is inevitable. To her, the word customer applies to more than just the "end-user." In a business-to-business environment, customers are categorized in three ways: external versus internal customers, intermediaries versus end-users, and valuable versus not-so-valuable customers. In order for a business to be successful, it must recognize the importance of customer service, both internal and external.
Social Business, Social Brand: Completely Different yet Exactly the Same
[2011-10-04] There seems to be some confusion in the market place about the difference between a social brand and a social business. First, let's explore the definitions.
The Hidden Power of Your Customers
[2011-09-19] I had the pleasure of spending time with my dear friend Becky Carroll during the Lithium Likes To Love World Tour #L2LTour last week in Orange County.
Linking Your Facebook Fans to Your Website
[2011-09-07] Most businesses today have embraced social media.
Great Customer Service or Great PR?
[2011-08-22] So, Morton's Steakhouse is making waves online at the minute, due to them delivering a steak to HARO founder and social media guy Peter Shankman.
The Rise of the Connected Customer and the New Era of Relevance
[2011-08-11] It's not a widely kept secret, but customers do indeed keep companies in business. While businesses have long invested in improving customer relationships, the time has come to think beyond efficiencies and automation and examine new opportunities to rethink customer experiences overall. Why? Customers are more connected than ever before. The role they play has exploded beyond transactions and is now influencing the transactions of others as well as contributing to the brand experience at levels never before seen.
Social Media Feedback As Customer Prophecy
[2011-07-25] My wife and I decided to celebrate for no particular reason at a favorite restaurant. When my wife went to the restroom, I checked-in on Foursquare to pass the time. When I "checked in" to this location, I was surprised and delighted to see a review from one of my best friends pop up on my screen. What a coincidence. He had been to the same restaurant within the same week. Here was his review:
Exceptional Customer Service Is A Great Marketing Idea
[2011-07-11] Every business has to do marketing in some form or another.
Mirror, Mirror on the Wall, I'm My Ideal Client After All
[2011-06-27] I believe that most businesses are uniquely suited to serve a narrowly defined ideal client.
How To Stand In Your Customer’s Shoes
[2011-06-13] About two months before I turned in the final manuscript on my first marketing book, it was available for pre-order on Amazon. You could see the cover and the writeup about the book, and unknown to anyone who might have visited that page - the book wasn't even finished yet. I admit, I did pre-order a copy, mostly out of curiosity to see what kind of communications I would receive about it in the months leading up to its release.
Social Media Marketing isn't Customer Collaboration
[2011-05-31] Telling your customers you want to engage and collaborate with them and then marketing to them are two very different things. The concept of wanting to collaborate with customers sounds great and at first everyone nods their heads and says, "yes we want to do that." But when it comes time to actually doing it (collaborating) we oftentimes revert back to the idea of using social media to market or send out messages to our networks, not quite the same thing as collaborating with them. Don't get me wrong, there is nothing wrong with just using social media for marketing, but in my opinion it can be used for greater and deeper impacting business purposes.
A Global View of the Social Customer
[2011-05-16] We talk a lot about the social customer, but rarely do we look at their behaviors within the global landscape. What's important to note about the below data is that it is based on regions, not countries. When devising a social media strategic plan, it's important to understand the social customer at the country level because their behaviors change quite dramatically.
The Secret of Conversions: It's About Relationships
[2011-05-02] There are a lot of things that go into operating a successful business. But, when it's all said and done, the thing that really matters most is building relationships. Sure, your customers are concerned about price, quality, service, etc., but the most successful businesses are those that work to create some kind of strong rapport with both their customers and potential customers alike.
The Games Businesses Play with Customers
[2011-04-19] As a child, you most likely played two very popular playground games, dodge ball and four square. If you're an adult who is also an early adopter of emerging mobile applications, chances are you play them once again. The difference is that this time a mobile phone takes the place of a ball and it's usually not hurling toward you.
How To Attract Clients And Customers With Your Content
[2011-04-04] How would you like to build a huge, targeted readership of genuinely interested prospective clients or customers? Well, the following quick tip will help you do just that and it works on newsletter lists and email marketing lists just as well as it does with blog subscribers. It's based on 2 simple steps:
Fail in Favor of the Customer
[2011-03-21] I talk to lots of companies about who they hire and how they train. Because, let's face it, any company with more than one employee relies on the entire staff to deliver on the promise of the brand, or at least the promise made in the marketing brochure.
How To Fire Your Worst Customer
[2011-03-07] As a marketing writer, most of the topics I choose to cover are focused on building your business. Ways to promote, sell, motivate or acquire customers are all important and deserve the biggest share of the conversation when it comes to marketing your business.
Tips For Customer Engagement
[2011-02-21] Today's question is from Kevin Murray, who runs a family driven online marketing company over at WorkWithTheMurrays.com. Kevin asks:
Building More Relevant Email For Your Customers
[2011-02-07] This presentation is all about integrating different channels to gather customer data- and then using that data to personalize your email marketing strategy. At Search Mojo, we are big proponents of integrating Social Media with Search. So in particular, I'm really excited about this idea of tying social media into email marketing.
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