Author: Pamela Swift

Using Social Media to Enhance Customer Relations

Post author By Pamela Swift
Post date April 16, 2011

Article Contributed by Jennifer Couch

Social media has given companies a powerful tool – the ability to see real-time online conversations about their brands. To be successful, companies must remain proactive and constantly search for conversations; though someone may not be talking directly to the company, they may be talking about the company, which is just as important.

Finding the Conversations

First and foremost, companies must search for conversations. Google provides services that allow companies to search for keywords in real time. By utilizing Google’s “Discussions” tab, companies can search for their name and find conversations on forums relating to their company. Customer service representatives can then intervene and work to solve the problem.

Google also offers a search feature called “Realtime” which searches for keywords in micro blogs such as Twitter. This gives customer service representatives an opportunity to see what “Tweets” are being shared about the company.

Blogging is also another way customers express their frustrations online. Blogs also allow people to comment which can be another source of conversation about your brand. Using Google’s “Blog” tool allows companies to search for blogs and comments that include content about their company.

Video and photo sharing sites also need to be monitored as they allow comments that can include information about the company.

Being Accessible Online

Companies must make it possible for customers to find their social network contact information. Information on social networks should be displayed on the company website, company emails, and marketing materials; publicize that customer service representatives are available on all of your social networks.

When a problem arises:

When companies discover a negative conversation or comment, they must not be ignored. Facebook pages should be constantly monitored and comments of negative connotation or concern should be addressed immediately. Quick response time, a personal approach, and follow-up are imperative when handling customer service issues online.
Best practices state that a negative Facebook comment’s reply should say: “We are sorry to hear about your bad experience and would like to speak with you personally to get the problem resolved…”

Charter Communications does an excellent job of reaching out to customers and identifying problems through Twitter. Their customer service representatives monitor Twitter for any sign of conversation about Charter, and if a problem arises, they contact the person directly and work to get the problem resolved as quickly as possible.

Many businesses are becoming successful at using social media for customer service issues because they remain proactive in their search for queries, comments, complaints, and conversations relating to the company. In some cases, this can help diffuse a problem before it arises.

Monitoring conversations online will allow companies to gain useful first-hand knowledge and help to deliver a service that is more satisfying to customers in the future.

About the Author

Jennifer Couch writes for Auctori.com. At Auctori.com learn more about implementing a social media strategy in your company.

Entrepreneurs

Tips for Small Business Owners

Post author By Pamela Swift
Post date April 14, 2011

Article Contributed by Dexter Siglin

For anyone in sales, winning the favor of the C-Level executive you’re pitching is the Holy Grail in sealing the deal. Everyone has a story of the months – and sometimes, years – they spent trying to get a foot in the door at a client’s company. And everyone has at least one tale of the heartache of finally making contact with a C-Level, only to be shut down. Aside from praying for divine intervention, what can small business owners do to establish good connections with their C-Levels prospects?

1) Establish Credibility

Build your credibility by assuming nothing and working for everything. Don’t make the mistake of thinking that because your company has credibility, that it automatically rolls over to you in the eyes of a prospective C-level client. One step further – don’t make the mistake of ‘assuming’ that your company has credibility! Be willing to start from scratch with a C-level prospect: don’t ignore the C-level’s staff by going around them. And you know what they say about “assuming”…. don’t assume that because they spend money with your company they like you, and don’t assume because you had one o.k. meeting that you can ‘friend’ them on Facebook.

2) Don’t be desperate – Be different

The best piece of dating advice I ever received from my father; “Son, there is no bigger turn off to a woman than a man who acts desperate.” This advice can also be applied to the sales dynamic in working toward the C-level executive. People that act desperate to get a ‘lunch date’ or to give away concert tickets – just to get face time in the ‘courting’ stage, come off as having no value except that which they can buy in the form of entertainment. Most C-levels see this all the time and are numb to it. Save those trinkets for when you already have a good relationship and can use to build on and expand it.

3) Net-work it

It amazes me when I talk to sales professionals who’ve been in the business for several years, yet have no solid professional turned ‘friendly’ executive relationships. By friendly, I mean the kind that you can call on their mobile anytime to talk about football and business. If you want to build long-term credibility and value, relationships need to be fostered and developed over time so you have a ‘network’ to rely on when you need it. Go to events, attend calls that execs might be on, add value without being annoying. Sometimes the most impressive people are the one’s that can show they ‘listened’ instead of talked too much. Once you make a connection – add them to your network (see #4 below) immediately and foster them over time by giving more than taking.

4) Social Media

When I was a sales leader looking to hire a sales professional, the first thing I looked at was a candidates LinkedIn profile. I was always dumbfounded when I saw someone who purported to be a ‘people person’ and yet have 50 ‘connections’ on LinkedIn (that’s a D in my book), and no Twitter account (grade F). For most industries, if you are in sales and trying to expand your prospect network and not in the social media game – you are playing in the minors. Using my social network – within minutes, I can provide value to person in my network just by connecting them with another in my online posse – or a friends network – and it takes not time at all (once you have the network that is).

5) Add value

Adding value is not ‘volunteering’ your latest white paper or spamming your LinkedIn network with irrelevant updates and webinars your company is holding. True value is offering an idea or a resource when it’s needed, and asking for nothing in return. Example – when you find out that a C level is looking for something – could be a resource to hire, advice on technology, etc…go get it for them in your own network – make the connection, and go away! The beauty is, if you do this enough,
eventually you become a colleague with professional value – not just a ‘taker’.

About the Author

Dexter Siglin is the community manager of xPeerient.com, the world’s first social IT exchange, who’s mission is to “create a world without cold calls.”

Business Ideas

6 Tips for Better Office Brainstorming Sessions

Post author By Pamela Swift
Post date April 11, 2011

Article Contributed by John Brook

Brainstorming is a very effective tool to use within business settings; however, it is important that all managers and team leaders take not that there are wrong ways to go about brainstorming. Brainstorming in inappropriate manners only wastes time, and we all know wasting time means lower worker productivity and a loss of money. Let’s take a look at several different tips that can be utilized to make your office a little more successful when it comes to solving problems by brainstorming.

1. Set Up Different Sessions

Brainstorming itself is broken up into several different portions. There is no sense in trying to cram all the parts of a brainstorming adventure into one session. In fact, different parts of brainstorming include critical thinking and other parts include creative thinking, and each of these parts take utilizing different sides of persons’ brains. So, do not let your group overwork and overwhelm itself by trying to use both sides of their brains at one time. Set up several different sessions for brainstorming.

2. Never Criticize

As creative thinking is taking place in a brainstorming session there should be no person there to criticize, no matter how silly or absurd an idea may sound it should be left out on the table at least for the first brainstorming session. There are a large number of ideas that often seem silly in the beginning; however, these ideas are often so creatively thought of that they can be utilized in several different manners to address several different types of problems.

Having a critic at a brainstorming session also dampens the atmosphere, creative ideas tend to not flow as easily. In fact, many people taking part in the brainstorming session will keep all their ideas to their self in fear they will only be criticized if they speak up. Not only should negative criticism be left at home for the first brainstorming session but praise for ideas should be left at home too. While this may seem silly it does prove to be helpful because people will generally throw more ideas out on the table knowing they will not receive praise or criticism.

3. Move On To Better Ideas

Just like said before there are many creative ideas that often lead to a formation of more and more ideas being developed; however, when an idea or even a heap of ideas run dry it is time to move on. Do not waste time trying to revive an idea just because it sounds good.

4. Try To Come Up With As Many Ideas As Possible

Always, always, always seek more and more ideas. The more ideas that are thrown out on the table the more a group will have to work with. As long as tip two stated above can be thoroughly and effectively followed then the ability to gain as many ideas as possible from group members should be no problem.

5. Establish Time Limits

One of the most important elements to implement into brainstorming sessions is time limits. The best ideas and most quantitative amount of ideas will come out within the first four to six minutes of a brainstorming session. Keeping this is mind it is always best for the brainstorming sessions to be kept at a minimal time limit, generally no longer than ten to fifteen minutes to start, brainstorm and finish.

6. Define All The Factors

When brainstorming for ideas on how to solve an issue it is best to first brainstorm on what the exact issue is that needs to be resolved. So, do not always start out a brainstorming session looking for solutions. Be creative and bring ideas to the table that are most likely causing the issue to be occurring. After ideas for both issues and solutions have been developed it is best to narrow down the ideas by making a list; however, everyone in the group should agree on ideas that should be kept or thrown out. If all group members cannot agree for an idea to be thrown out then it should be kept because at least one member sees some potential in it. That group member should go home and develop the idea to a further level and present their developments to the group at a later date. If the group does not like the further developed idea it can then be thrown out.

About the Author

Deeply involved with OfficeKitten.co.uk, John Brook finds himself helping out by writing reviews of cheap office furniture on the internet.

Branding

From Stuck to Unstoppable: 5 Reasons Why You Should Build a Strong Client Capturing Brand

Post author By Pamela Swift
Post date April 5, 2011

Are you running a service-based business and believe your branding is all about your logo, tagline and brochures? While these are important elements of your brands ‘touch points’ when I refer to your business’s brand what I am talking about goes much deeper than your stationery and tagline.

So what is a brand? Your brand is your reputation; it’s the promise of value you offer a client and the immediate thought that a prospect and/or client has when your business name is mentioned.

While it can take time and commitment to build a strong brand, it is well worth the effort if you want to build a thriving business.

Here are 3 signs that your service-based business has a weak and incoherent brand:

1. Your ideal clients/prospects are not investing in your services

Sending out weak, mixed messages will only confuse a prospect and a confused mind says ‘no’. If you are unsure of what makes you unique, what sets you apart from your competitors, and the value/benefits you offer your clients, then your brand communications will be ineffective in showing your prospect why they should be investing in you and not your competitors.

2. You feel on the verge of marketing burnout, exhaustion and desperation

What often occurs when businesses are not generating the results they desire is that they increase their marketing efforts. However, the problem is not the amount of marketing being done but the fact that their marketing message is confusing and not speaking to the needs of your prospects, which leads us back to our previous sign of clients not investing.

3. You struggle to charge what you’re worth

A business owner with a weak brand will often find it difficult to charge a premium fee because they fail to demonstrate the value, benefits and results clients will achieve through hiring them. For this reason the level of income the business generates is often considerably lower than a business with a strong reputation and brand.

Here are five benefits of building a strong, authentic brand

1. Position yourself as an expert

Having a strong brand will enable you to position yourself as a specialist to build a reputation as a credible authority in your field. Showcasing your knowledge and expertise in your articles/blog posts and through sharing your success stories and that of your clients is important.

Q: What are your strengths and talents? What makes you unique and sets you apart from your competitors? What stories can you share to showcase your expertise?

2. Charge a higher fee due to increased perceived value

It’s a well-known fact that experts and specialists are able to charge a higher premium for their services because of the perceived value.

When I first started the career coaching arm of my business some 15 years ago and compare it to where I am now, through building my brand and positioning myself as an expert I have been able to increase my fees by over 12000%. I would never have been able to achieve this if I had a weak and incoherent brand message.

Q: What’s the value you offer clients? What solutions can you offer them to help them overcome their issues and problems? Are you writing about this convincingly in your marketing materials?

3. Create a powerful, clear and consistent message

Having a clear understanding of your brand and your brand message will ensure that everything you write, including your articles, blog posts and social media messages continues to portray a clear and consistent message.

When planning my content I know the topics I write/speak about (including branding, marketing and mindset) will help service-based business owners in getting noticed, hired and paid what they’re worth. This is a consistent message that I continue to share with my community therefore building my reputation as an expert in my field.

Q: What are the topics you are an expert in? Do these topics relate to one target market? Is your target market interested in this topic? How frequently will you connect with your audience?

4. Attract your ideal client

A strong brand and brand message will enable you to attract and speak directly to the needs of your ideal clients. It’s vital you understand the problems and issues your clients are experiencing and demonstrate that you have the solutions to support your clients in overcoming these problems once and for all.

My ideal clients are service-based businesses that have amazing value to offer their clients however continue to struggle with generating the level of income they desire. My clients can see that I provide a solution to their issues in my article/blog posts and videos/podcasts and when they’re ready to take action and generate the level of income they desire they know where to find me.

Q: Are your communications attracting your ideal client? If not, is your message focused on the needs of your target market? Are you explaining the benefits and results your clients will achieve through investing in you?

5. Create a unique brand that is difficult to copy

While your competitors may try to emulate what you are doing, it will be difficult to maintain because an authentic brand is one that is unique to you and very difficult to copy and maintain in a believable manner.

Q: What makes you unique? What qualities and characteristics do you possess that have enabled you to generate amazing outcomes and can become your promise of value to prospects? Remember, these things are unique to you and will become an important element in building a strong brand.

To start building a powerful and authentic brand, ensure you identify your unique qualities and strengths; communicate a clear and consistent message that speaks to the needs of your ideal client; and continue to showcase the value and benefits your clients will achieve through investing in you.

About the Author:

Annemarie Cross is a Branding Specialist and Business helping ambitious business owners to get noticed, hired and paid what they’re worth, INSTANTLY! Are you doing these 7 must-do business building strategies? Find out here: http://www.AnnemarieCross.com and access our free audio mini-series ‘7 Easy Steps to Build Your Brand, Your Biz, and Your Income.’

Newsletter

BIZNESS! Newsletter Issue 113

Post author By Pamela Swift
Post date April 3, 2011

Cover Story
Peanut Butter Museum

A pop-up gallery in New York City is dedicated to the art of the peanut-butter sandwich, reports Marshall Heyman in the Wall Street Journal. The Nutropolitan Museum of Art, on Mulberry Street, is sponsored by Peanut Butter & Company…

Continued in BIZNESS! Newsletter Issue 113 >>>