7 Tips To Manage A Successful Online Reputation
What is your online reputation, and what are people learning about you? You have some control over it.
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Strategies 101
7 Tips To Punch Up Your Blog Content
Blog floundering? Visitors dropping in but not staying around? Here are seven ways to revitalize your company’s online presence.
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Conflict And Community: Are You Prepared?
LEADING THOUGHTS There are many types of communities: there are user forums and more permanent communities – some “walled” and some open. Blogs are absolutely living, breathing communities, where comment discussions are oftentimes more valuable than the content itself. There
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Goal Setting Continued… Goal #2: Excellent Customer Experience
LEADING THOUGHTS Welcome back! Last week, we wrote about the importance of goal setting for your engagement strategy, as it relates to social media in this particular example. What you do on the social web, just like any other business
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Benchmarking: If You Don’t Know Where You Are, How Will You Know Where You’re Going?
LEADING THOUGHTS In this post, I want to address benchmarking, without which metrics is meaningless. Benchmarking provides the context that you need in order to make metrics meaningful. Imagine you start measuring social media, and you discover that you had 1,000 social media mentions in all channels. Now what? Is that good or bad? I have no idea! To really understand this, you need context. What’s customary for a product like yours? How much buzz is the product category garnering? How does it compare to your own performance? Let’s dig in and figure out what you should be benchmarking against.
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All Ears: Listening Is One Part Science, Two Parts Art
LEADING THOUGHTS Back in the day, businesses could afford to keep an arm’s length from their customers. While just about every company waxed poetic about customer support and being customer-centric, for most it was simple rhetoric, something people wanted to hear. Customer support and sales were the only departments that were really and truly touching the customer, listening and responding to the customer, whether he or she was happy or somehow unhappy about the experience. Now that social media has played an equalizing role, bringing companies and customers together, the castle walls are successfully coming down. You can’t engage with anyone — a customer, or a prospect, or a partner — until you really learn how to listen. Make sure you 1) dig in and really understand the issue, 2) empathize with the customer, 3) establish a guideline of what to expect in terms of resolution, 4) communicate the issue back to the relevant team members and 5) keep the communication loop going back and forth.
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