by Lisa Wedmann | Mar 6, 2013 | Branding, Business Success, Interactive, Latest
In this business, we all want to keep our clients happy. Yet in this busy, fast paced go go go world, one key component is lacking – listening!
Instead of hearing what our clients are saying, we are so eager to “sell” our latest idea, fix a problem or answer a question, that we interrupt, ramble on and miss important knowledge and insights.
Listening is THE only way to provide a client with great ideas and plans. Yet instead of hearing what our clients are saying, our brain is busy rushing ahead preparing answers and plans.
Here are a few tips to help listen to clients.
Keep an open mind
Don’t go into a meeting with pre-conceived ideas about what is going to happen. Yes, prepare an agenda. Yes, do the necessary research. And then, let the meeting happen.
Listen with intent
Actively listen to what your client is saying. Don’t jump in, or worse, interrupt. Provide answers when necessary. Remember, the goal is to keep the conversation going and lead to a plan of action.
Talk Less Than You Listen
Be present and be quiet. Yes, ask questions. Yes, provide answers. But let your clients speak, without interruptions.
Ask open ended questions
When asking questions, the aim is to get your client to share. Avoid simple yes and no questions. Instead, ask questions that will get you client to open up and share important insights.
It’s not personal
The client is always first… even when they are wrong! Understand that this is part of business…any business not only the advertising business. It’s hard to sit in a meeting and have your latest ad torn apart after hours of work.
As tough as it can be, remember it’s not personal – this is business. Don’t get upset, interrupt, or get defensive. Hear what the client is saying and let them get it out.
Get off email
When a client sends an email expressing a concern, get it off email – quickly. Pick up the phone, or set up a meeting to talk it out. Then listen. This will lead to a solution quicker than having multiple emails going back and forth. It’s so easy today to “duck” facing issues personally… but just because you can, doesn’t mean it’s the right approach to use.
Communication with clients is a two-way street. We do need to be persuasive “sales” people. But in order to achieve success, to obtain the “go ahead” or buy in that we want, we need to listen first.
by Matina Singh | Feb 1, 2013 | Branding, Interactive, Latest, Social Media
It wasn’t so long ago that when you ran a contest the only way people could enter the contest was to take the time to fill out an entry form and then whether mail it in or drop it off in a ballot box. The Internet has made things easier, but still, the consumer has to find their way to your website. Social Media properties such as Facebook has added a layer of ease to the process: Consumers are already on Facebook engaging and talking to their communities. More importantly, consumers have join in and subscribed to contest and promotional sites such as Red Flag Deals or Contest Forums. If the promotion looks interesting enough, clicking on a link that takes the consumer to a contest landing page and asks them to fill out an online form, isn’t that big a deal.
It doesn’t make any difference what type of business you have; running a contest on Facebook is a powerful and effective approach in building awareness, and engagement as well as generating more followers. As appealing as it may seem, Facebook contests can only be effective if it is properly promoted.
Here are 5 simple ways to get the best out of your Facebook contest:
1. Timeline photo
Your timeline photo can be used to tell people about your contest. Not only is this a ‘premium’ advertising space for your contest, there will also be an update to your fans about the changes of your timeline photo. A well-designed timeline cover is a good alternative to promote your contest.
2. Promoted post
In general, only 16% of your Facebook fans see your wall posts. Facebook enrolled the Promoted Post option, where a specific post can be promoted to reach a higher audience. If you recall that caused quite a stir in the business and corporate communities. However, it is here and the fact is that it can cost as little as $5 to reach your community target to get them engaged.
3. Advocate engagement
Have you noticed a particularly engaging fan that frequently shows support for your brand? Engaging with these fans to participate and promote your contest is an effective way to instantly build buzz. It is a form of word-of-mouth marketing that we all know can be influential.
4. Cross promote
Broadcast your contest on Twitter, Youtube, Pinterest, Linkedin and any other Social Media. Your audience is everywhere, so if you do not promote everywhere else, then your contest is probably not reaching its maximum potential.
5. Choose the prize that fits
Instead of offering some big-ticket prize that doesn’t relate to our business, how about giving away one of your own products? If your business is sevice-based rather than product-based, offer the winner a free month of service. The goal of a contest is to find more people who are interested in your business, not just a prize.
That said, here is a very good examples of a Facebook contest…and how you can leverage the impact and reach of Facebook.
Being Human: The Salman Khan Foundation is a registered charitable trust set up by Salman Khan (famous actor in India) for helping the cause of the underprivileged in two main areas: education and healthcare.
The timeline photo changed before the launch of the contest:
The Teaser Campaign Approach: Get your audience curious by adding some pre-promotion. Here we can clearly see the brand is trying to get engagement from their fans by asking and not telling their consumers what the was coming. They have to wait 4 days to find out….
Build and Leverage the Momentum.
In this case, each day a new count down image was posted. The Foundation got their consumers intrigued and made them come back to see the comment, what was new and that all leads to greater engagement.
The Grand Finalé… The Day of the Draw….
Finally here! A total of 31,416 likes, 1,124 shares and 6,170 comments were received! Fans were encouraged to create an outfit for the celebrity and from those comments a 3 random people would win.
Everyday another Timeline photo was posted promoting the new clothing line of Being Human.
Closing the loop… showcasing the winners:
A perfect end to show that this was not only a promotion stunt but the winners actually got to meet the celebrity.
Do you have a favourite contest that ran or is being run right now? Share with us any other great contests that you have seen on Facebook here. We’d love to know!
by Jenna Elberson | Jan 11, 2013 | Interactive, Latest, Social Media
Have you noticed you’ve been losing Twitter followers and you don’t know why? Did you work hard to gain your followers and find yourself struggling to keep them? Do you have numbers but a very small engagement ratio? If you’re losing followers, then there is a good chance you need to adjust some Twitter techniques to stop this from happening.
Let’s take a look at how to gain and keep more Twitter followers:
Retweet like you mean it- One way that you can build and keep more Twitter followers is to retweet posts from other people. But be deliberate about it- don’t just spam RTs down your feed. Instead, take time to spot good posts from your network and share it, retweet from the blogs that you read and other great content you find on the Web.
Send @ Replies- Retweeting and sending @ replies to people is another good way to get them to follow you back. You don’t have to be following someone to talk to them or to see their tweets (unless they have a protected feed) so a good way to get more followers and to keep the ones you have is to take time to talk with people. Comment on their tweets, something interesting you read in their profile or tweet their blog post and you will find more people following you back and those who do follow staying around longer.
Follow Friday- Although it’s been around forever and is sometimes abused, Follow Friday (#followfriday) is still a good way to gain more followers and to keep the ones you have. If a follower sees that you are recommending them to your feed, they are much more likely to continue following you.
Buy some Twitter followers- It’s not enough just to buy Twitter followers though. You need to engage with those targeted users to keep them around. Did you buy Twitter followers and then fail to do anything to boost engagement? Buying followers will only get you so far if you don’t provide something for them to interact with. Even targeted fans will grow bored if you’re not using your Twitter stream correctly.
Create a Twitter content plan- Finally, the best way to get more followers to your Twitter is to create a Twitter content plan. Sit down and think about your target audience and your goals for using Twitter. What do you hope to accomplish with your Twitter account? What will your target audience want to read about from you? What types of content can you produce and share that will be of most value to them? Spend some time researching and planning and then you will have a Twitter feed that’s full of regular followers.
Twitter is a fast-paced micro-blogging social platform. If you’re losing Twitter followers, there’s a good chance you’re just boring them. While it only takes a few minutes to type out 140-characters or less, it pays off in the long run to put some thought into what you’re sharing.
Do you have some tips of your own to add to the list?
Lisa Mason is a Twitter addict, content marketing specialist and lover of all things social. Drop by and say hi @writerlisamason.
by Matina Singh | Dec 21, 2012 | Branding, Business Success, Interactive
In the age of technology one really must question the effectiveness of in-store POP. In the recent POPAI’s 2012 Shopper Engagement Study, it states that the in-store decision rate has climbed from 70% in 1995 to 76% in 2012. Can’t believe it right? Although initially I had my doubts, the more I thought about it the more I got to thinking that it’s just about right. It’s not that POP is no longer valid, it’s that POP has had to evolve and keep up with technology.
First let’s take a look at your shopping habits, do you use online flyers or read online reviews before you head to the store to make a purchase? The consumer is changing, with the stores right there at their fingertips on mobile paired with in-store efforts, it gives your brand a leg up with consumers. This allows them to see, read and understand the item they want first, before making a purchase.
Is your brand focused on just in-store efforts or do you use social media, mobile shopping apps, mobile coupons and “red flag deals” type-sites to boost your consumer/product relationship.
What else is your brand focusing on? I mentioned before in-store and mobile incentives and I believe these new techniques, along with the ability to flip through an online flyer, helps a consumer make a decision on your brand. It’s quick, and with the world becoming more fast pace and people always on the go, this is a great strategy to tap into. But what if your consumer just pops into the store without that online flyer, will they simply make a decision in-store based solely on the attractiveness, clarity of a product or in-store coupons? Needless to say… when all else fails, packaging plays a huge role.
So let’s talk packaging. In order to get your product off the shelf and into their shopping cart your product packaging needs to speak to the consumer’s needs. The product package itself needs to be appealing; this is the first important feature. Ultimately it’s the only POP space a brand really owns. Read more about packaging here. Use your empathy here and put yourself in your consumer’s shoes; what kind of keywords, design, in-store and mobile incentives would grab your attention? You will need to make your brand stand out from the rest by appeal and the call-to-action. Not only does your brand need to be unique, but it must stand out from all of your competitors.
With all this said don’t forget to use social media to get customer feedback about what they like about your brand, packaging, use of color, basically what makes your brand standout from the rest because this can be a great benefit to your brand and improve ROI.
Your brand needs to be adaptable to this ever-changing world and so does your in-store, on-shelf strategy. Customers love discounts, contests and being interactive. Create in-store buzz by having an event. One that comes to mind is Oreo cookies. They gave children the chance to stack as many Oreo’s in 30s to win a prize and parents received an in-store coupon.
Ultimately, in the end what it takes is to be unique, creative with the technology that is available. Couple that with the understanding of your consumer and you’ll have a solid in-store presence to generate those consumer pick-ups… and sales!
by Jenna Elberson | Dec 6, 2012 | Business Success, Interactive, Social Media
I find these days that smartphones and iPads are attached to our hips. It’s as if we can’t live with out them… we breathe, we use our mobile devices.
It’s shocking to hear how many big named companies still don’t have a functional mobile site. Whether you’re in the restaurant business or running a small business, mobile is where it’s at and it’s a great way to push out weekly/monthly notifications to promote specials or the services and products your business offers.
So how can we tap into that? What are the brand benefits to a mobile device? Before answering the question, take a look at these facts…
- Nearly 4 billion people have a mobile phone. Whether it’s a smart phone, flip phone or Blackberry.
- Within 3 minutes of delivery 90% of text messages are read.
- 70% of mobile searches lead to action within one hour. It takes one month for the same percentage of desktop users to take action.
- 79% of smartphone users use their phone to help with shopping, with 74% ultimately making purchases.
- Mobile ads perform 4 to 5 times better than online ads in key metrics.
So what does this all mean? Well a very important part of any brand or business web initiative is to make sure it’s accessible. Does your company/brand have a mobile site? If yes, then your business is closer to grabbing consumer’s attention more than most of your competitors.
Let’s be honest. This can be a big win for your business and your brand just by implementing this one initiative. Here are some benefits of mobile website optimization…
- There are faster downloading speeds like 3G, 4G and now even LTE.
- You can use push notifications. These are great for promotions or news updates. In my opinion Michael’s (the craft store) take advantage of this technology extremely well.
- You can engage with users quicker with mapping functions or click and call.
- The accessibility. A mobile site can be accessed anywhere and provides a higher level of connectivity with you and your customer.
Having a mobile site is just the beginning… like any marketing initiative you will need to “work it”. You know those funky looking squares with the black zigzag design? They’re called QR codes and they’re a very popular tactic for getting users to go to a specific landing page. Placing them on pamphlets, business cards, banner ads, in store ads and more will help you garner more reach to your mobile site. Most, if not all QR code scanners are free and very easy to get. The possibilities are endless when it comes to designing, promoting and using a mobile webpage.
You will quickly come to realize that having a mobile website is very beneficial for your brand. It increases the opportunity for SEO, web advertising and provides the added bonus of cross-platform campaigning.
Brand, product or business service… remember that as businesses continue with the growth of technology, more and more people reach for a phone more often than their toothbrush.
by christine | Nov 22, 2012 | Branding, Business Success, Interactive, Social Media
The Social Media skills now required to maintain a good social media reputation has evolved. Most of us (businesses and brands) have our social listening strategy in place, writing content and posting on our social media accounts. So…how is it going? Are you monitoring your accounts, interacting with your followers on each account? If you are, good. We all know that it’s imperative to listen to what your customers have to say… as this will keep your brand honest and transparent.
Does your social media strategy include the necessary social media skills?
Being proactive in your social media accounts has never been more important. With the daily launches of new social media blogs and sites, keeping on top of your brand’s social calendar takes time and resources. Don’t lose faith! These efforts can and will be reap Brand rewards in the end. Engagement with your customers is imperative to keep the “stickiness” on your sites and also loyalty and trust with your brand. More importantly understanding and knowing how to handling both positive and negative feedback properly can be indeed a powerful tool to gain loyalty from your target audience and enhancing their experience with your brand. Keep in mind these steps below to become socially proactive:
1. Proactive and engagement on your social accounts should be your primary measurement of how your brand is doing. Keep an active conversation with your customers, so when and if a problem arises you can respond quickly with a solution
2. Respond Quickly to all Social Media Feedback, especially negative.
3. Don’t script your response. Be human and sensitive… an actual “real” live sensitive caring person (customized responses will go a long way to creating a supportive community online).
4. Support your response with detailed information; again give qualified information to help turn the negative experience into a resolved, positive experience. (We all remember being on the other end of those endless customer automated phone messages…that keep telling us to press the next sequence of number’s to get help, but in the end, it feels like we are on a never ending carousel spinning round and round, and in the end we hang up out of frustration or just get lost in a loop of unhelpful automated annoying computer generated voices.) We want our customers to feel that someone is actually listening and with a positive timely response your customers will probably post a very sincere thank you back and become a loyal customer in the end.
5. Dedicated customer service email and resources are a must. In support to #3, you have to specifically set up for your social media accounts. This will help garner a great customer support service within your social media communities. You should allow for a dedicated resource for these platforms to monitor what’s being talked about online and also join in on the conversation to build strong relationships and provide positive customer experiences.
6. Be Honest and Transparent…this will go a long way for validating that yes we all make mistakes, but lets work together to fix it and make it better by actually listening to what your customers are saying.
7. Be Empathic, stay objective. Look at it from the consumers point of view, have all your facts and as said earlier try to resolve as quickly as possible.
Now to make it all work! Now that you have your social listening strategy, resources, and your social customer service in place you need to add some tools to help you get the edge on your competition by taking charge of your social media and your online presence. You can start with some free resources and or customized packages. No tools work the same, so do your research. This is just a small sampling of links below to get you started:
RSS Feeds, Google Alerts, Track Tweets, Comments and Discussions on fan boards, etc, and Netvibes
Want to know more about social media? Download Social Media Understood here.
Please feel free to add comments, tips, and suggestions; I always like to hear how other people adapt new strategies to their social accounts. And remember be Proactive!
