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JUNE 4, 2012 [Blog] 5 Cool Social Media Tools to Help You Expand Your Small Business
Disqus is a must-have addition for any small business blog. After users create a Disqus account, they can take the comments they leave on your blog and repost them to their various social networks. They can also “like” other comments and subscribe to your blog as well. Guest Post by Alicia Ranch-Traille. 1) Monitter. This is where Monitter comes in handy. 5) Disqus.
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JULY 11, 2011 [Blog] Customer Experience Marketing for Real People
Note: Special thanks to Greg Siefert and The Customer Experience Blog for the customer experience model By Lief Larson "Customer Experience " has redeveloped as a buzz phrase in digital marketing departments lately. Customer experience management is the intersection of many different disciplines, including: design, marketing, branding, and interactions. This is simply not the case.
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SEPTEMBER 21, 2011 [Blog] Treating Your Customers Like People – Not “Names”
In 1978, Bob Seger topped the charts with Feel Like a Number , a lament about how large institutions often dehumanize their individual constituents. The song struck a cord (if you’ll excuse the bad pun) with fans and remained popular for years because no one likes being made to feel anonymous— like a number, a statistic, a mere name. ’ That was eight years ago. An extreme example?
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SEPTEMBER 6, 2011 [Blog] Messengers of Trust: Part II
In my last blog post, Messengers of Trust: Part I, I stated that all products, services, and messages are created by people and that customers have an innate ability to interpret the intentions of the (often unseen) people behind the products, services and messages they are evaluating. As companies evolve, my argument is that the enlightened ones will enable their people with the tools to build direct, real-time relationships with web-based customers through customer engagement because there is no better messenger of trust than an authentic, well intentioned human being.
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AUGUST 22, 2011 [Blog] Customer Satisfaction is No Longer Enough – Engagement is Now Key
Connected bank customers are also five times more likely to blog about their brand and more than twice as likely to forward information directly to a friend or family member.” What is that sets brands like Apple, Nordstrom and Nike apart from their competitors? It isn’t “customer satisfaction.” We ‘expect’ to be satisfied.”
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MARCH 2, 2012 [Blog] 4 Reasons Your Business Sucks at Social Media
You should be posting multiple updates, blogs and tweets a day, every single day of the week for every single week of the year. It’s a good idea for a business appraisal company to blog about selling a business. GUEST POST. Social media networks were supposed to be the promised land for small businesses. 1) Stop trying to build Rome. Build relationships. 2) Be more than active.
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WORKFACE [Blog] Chat Sucks, Spin Sucks, Trust Rocks
| MONDAY, OCTOBER 24, 2011
That's why Bill O'Reilly's book The No Spin Zone made the New Yorks Times best-seller list and why Gini Dietrich's Spin Sucks blog
has become so popular. We all hate "spin" - a story that is self-serving for the teller rather than the plain, honest truth. Speaking of which, check out Workface founder Lief Larson's guest post there today, Three Ways to Increase Engagement on Your Website. Lief's post explains that legacy online chat sucks for the same basic reason spin sucks—because it doesn't engender trust. You have no idea who is on the other side of that chat window. MORE >>
WORKFACE [Blog] You've Heard of CRM, But Do You Know VRM?
| THURSDAY, AUGUST 2, 2012
In a recent blog
post I discussed how the future of the web is anonymous. In 2006 Mike Vizard coined the term Vendor Relationship Management (VRM) as the counterpart to Customer Relationship Management (CRM). Whereas companies use CRM to pull, collect, and curate customer data for record management and subsequent follow-on marketing, VRM is a conceptualization of customers owning their own data and maintaining control over how, when and where they choose to push that data to companies (vendors). Who can blame them? Businesses want control. again, the customer will not pay for VRM). MORE >>
WORKFACE [Blog] How to Double Your Website Visitor-to-Customer Ratio
| TUESDAY, DECEMBER 6, 2011
We focus on things like getting found on Google Search, building credibility in online forums and reviews, influencing our industry through blogs
and social media, and provide free trial of the product or service. It happens – sometimes – several times a day. You know what I’m talking about. The phone rings and you don’t recognize the name or the number. So, you let it ring through to voice mail. As a marketer you understand why businesses cold call. In fact, you may even fund programs yourself for the benefit of your business. Why are these ratios so poor? MORE >>
WORKFACE [Blog] Customer Service Equals Active Listening for Social Media
| MONDAY, JUNE 13, 2011
Expansion of these three primary listening elements will be included in my next blog
post. By Courtney Bassil. Being a Customer Service Manager, a relevent tweet caught my attention. The tweet stated: In case you missed it, best customer complaint ever. Of course I took a moment to visit the link. Although there was some humor in the article, what I found fascinating were the stats at the bottom of the article. As of Monday June 6, 2011 the article had been shared 5,681 times, and the ‘thumbs up’ icon for facebook was at 667. Great question! And is it even possible? Wiki.com. MORE >>
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