So, how do they do it? The NTS program is funded through generous contributions from corporate contributors. Everything from computer servers, web site design, video imaging, Santa's tracking map, and telephone services are donated.
A woman of varied interests. Author of the "For Dummies" series about
eBay, as well as Social Media and Customer Service books. Host
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Small business? Find tools, apps and tips on my Cool eBay Tools website!
Saturday, December 24
Ho! Ho! Ho! Track Santa with His Crew at Norad - Merry Christmas!
So, how do they do it? The NTS program is funded through generous contributions from corporate contributors. Everything from computer servers, web site design, video imaging, Santa's tracking map, and telephone services are donated.
Wednesday, December 21
50 Good Customer Service & Marketing Strategies For 2012
It's good to know others mirror the thoughts I've written in my books over the years. I'm not sure if Andrew had read anything I've written, but his guest post below make me feel secure that the drum I've been beating for close to a decade is being heard by someone!
This comprehensive guide on ecommerce customer service will teach you how to improve your customer service strategy without altering the structure of your business. It also helps illustrate just how much money you can make from your existing customer base with great customer service.
50 Good Ecommerce Customer Service Strategies
1. Offer a monthly product giveaway to customers that sign up for your newsletter.
2. Offer coupons to your customers for writing a seller review.
3. Add coupons & promotions in your e-mail marketing. Don't have an e-mail marketing strategy set up? You need one.
4. If possible, work to offer same day shipping for customers that need their items in a hurry.
5. Increase your call center hours to take into account extremely early and late orders.
6. Offer free return shipping for a limited time to see if that added feature builds confidence in your customers and leads to more conversions.
7. Give customers the ability to have their items sent gift wrapped, or to purchase their item with gift wrapping for them to wrap themselves.
8. Offer gift cards to your customers so they can easily share your website with others.
9. Implement live chat. Live chat can greatly decrease the number of abandoned carts at your webstore.
10. Give a coupon to each customer that signs up for your weekly newsletter.
11. Let customers apply to become a ‘product tester’ where they get your products for free in exchange for writing about them on blogs and linking back to your website.
12. Throwing a video-submission contest using your products and rewarding the winner, then use those videos for your own marketing.
13. Provide product recommendations or similar items to customers below the items they're interested in to make it easier for customers to find items that work well in sets, and to increase average order volume. Sweetwater does a great job of this:
14. Be upfront with shipping and tax costs. No one likes hidden charges.
15. Invest into your site navigation and search functions. Customers who can't find an item they're looking for quickly is one of the major causes of a high bounce rate.
16. Start a review contest. Whoever writes a review gets entered to win a drawing of $1,000. Roots Canada has a great example below:17. Create a blog where you show off your expertise about your products and interact with your customers.
18. Start a Twitter & Facebook page and promote it on site to share deals and listen to your customers.
19. Throw a Holiday-inspired contest where a winner receives a gift package or makeover of their house with your products. To be entered into your contest you can have users sign up for your newsletter or fill out a short questionnaire.
20. Display McAfee, Better Business Bureau or VeriSign secure badges.
21. Include a personable About Us page. Here’s a great example:
22. Lower shopping cart confusion. Use one of these tools for help: http://www.getelastic.com/8-quick-n-dirty-tools-to-beat-site-abandonment-this-holiday/
23. Increase your return policy time table to increase customer confidence.
24. Give coupons to customers that share their purchases on Facebook. Shopon.com provides a tool to help you do just that.
25. Display positive seller reviews and testimonials on your home page.
26. Personalize your brand beyond your About Us page with interviews and op-eds from your staff. Show off your expertise of your products.
27. Offer delivery estimates so your customers can know when to expect their order.
28. Add additional payment methods like Paypal, Google Checkout, and Amazon Checkout so your customers can checkout with ease.
29. Open a forum where your customers can talk openly about your products. You’ll be surprised by how much you can learn from them.
30. Ask for product reviews in exchange for coupons. You can then use these product reviews as valuable SEO on your website.
31. Create a ‘deal of the day’ or ‘deal of the week’ for your customers.
32. Offer a deals section to your customers. Offer quarterly or yearly clearance sales to clear out old inventory. Wetsuit Warehouse does a great job of this:33. Give your customers free samples of products for signing up to your newsletter.
34. Donate generously to a charity and promote it on your website.
35. Run a special promotion where a certain % of proceeds goes to charity.
36. Offer a ‘best sellers’ or 'popular products' section to your customers.
37. Add a coupon section to your website for easy access. You’d rather keep your customers on your website while they look for coupons instead of on Google, right? Macy's does a great job of it: http://www.macys.com/campaign/social?campaign_id=61&channel_id=138. Offer freebies / coupons for customers that share your products on social networks.
39. Reach out to bloggers with a strong community and let them write about your products. They don't even have to be in your industry – do they have a hobby that your products can service?
40. Give coupons and deals to users who invite their friends to shop at your store. Have them e-mail you a copy of their invetation for a coupon.
41. Have great phone support? Connect consumers directly to a phone representative from a search engine. More: http://searchenginewatch.com/article/2120364/Phone-Through-Rate-is-new-AdWords-Ranking-Factor (Make sure to read the comments- some good insight there).
42. Include any retailer awards on your home page.
43. Host a blog-a-thon where you invite regional bloggers interested in your products to a big party where they are the theme, in exchange for a blog post. Lucky Gunner does a great job of this: http://www.luckygunner.com/2011-blogger-shoot
44. Listen to your customer and talk about it. Offer an easy ‘submit feedback’ button on your website, then talk about any changes you make that take into account customer suggestions on your website or blog.
45. If all of your products are made by people in America, show it off on your About Us and home page.
46. Offer discounts if customers buy in bulk? Let it be known, clearly!
47. Have a list of charities to donate to? Share that list on your website.
48. Offer multiple language phone support for your products? Show it off clearly on your home and product pages. Don't have multiple language phone support? Depending on your products it might make sense to add new language support to your customer service team. Talk with your current team to see approximately how many non-English speaking calls, or calls where the caller cannot speak English very well, happen.
49. List your contact info clearly, including a mailing address, on your Contact Us page. I hate it when I find retail stores that only include a customer inquiry form to fill out on those pages without any information about the company.
50. Advertise your top customer service employees on site to show off your good customer service skills and promote good customer service within your company.
Thursday, December 8
Commerce of Christmas: How Much Are We Spending & Where Does it Go?
How do the numbers really add up? We’ve all seen the Black Friday rush and the news reports of skyrocketing Cyber Monday sales and felt the pressure to spend, spend, spend over the holidays. In this brand new infographic, It's easy to see when people shop for the holidays, where they spend their money, and perhaps most importantly of all, where on the globe is the world’s most expensive Christmas tree?
Monday, December 5
12 Most Stupendous Ways to ROCK Customer Service
by Ted CoinéI wrote my first book, Five-Star Customer Service, with one simple premise in mind: you don’t have to charge Ritz-Carlton prices to give Ritz-Carlton service! After all, a sincere smile costs you nothing, but that alone can build you an empire – just ask Chick Fil-A how that type of warmth is working for them as they compete for customers with McWendy King.
No matter what business you’re in, you can make Five-Star Customer Service your calling card as well. Begin with some of the “12 Quick Tips” I share with each of my Five-Star audiences.
Everyone else out there is making the same sloppy mistakes, treating their customers poorly – and setting expectations low. Follow these suggestions and lock your customers in for life.
Remember, Spoiled = Loyal. Spoil your customers with your outstanding customer service.
1. Make your company a H.I.T.
Hire for attitude. Inspire through pride. Train in skills.
In. That. Order.
Remember: you can teach job-skills to anyone with half a brain, as long as their mind is open to learning. Attitude is key. When hiring, start there or suffer the consequences.
2. “It’s not my fault, but it is my problem” – Disney
Don’t take complaints personally. …But do solve them. The buck stops with you, no matter where you land on the org chart.
3. You are always on a job interview
Who’s to say that your client’s dorky intern won’t be your biggest customer three years from now, or your next boss? Give the same unrivaled level of customer service to everyone you meet, all week long.
4. If it works for Stew…
This one is written in stone outside Stew Leonard’s, “The World’s Largest Dairy Store.” If it works for Stew… I’d at least give it a try if I were you.
Rule #1 – The customer is always right
Rule #2 – If the customer is ever wrong, reread Rule #1Of course customers make mistakes: they’re people, too! But you’ve got to stop thinking like that, or you’ll never provide Five-Star Customer Service. If the customer wants it, your only desire should be to provide it.
5.You are never fully dressed without a smile
Down? Cranky? That’s for amateurs; your competition. Can’t smile? Call in sick.
6. Replies to “thank you”
2-star answer: “No problem.”
3-star answer: “You’re welcome.”
5-star answer: “My pleasure.”Be the 5-star “My Pleasure” Guy… or Gal. People will love doing business with you.
7. Don’t fuss at your customer
Compare:
(A) “We aren’t really supposed to do that, but I’ll make an exception this once, as a courtesy.”
(B) “I’d be more than happy to help you with that. What else can I do for you? Really; what else?”8. “My job is to make your job easier”
This should be the mantra of every member of your company – and no one should take it more seriously than the top brass. Leap tall buildings to make your workers’ jobs easier. Encourage them to make your customers’ jobs easier. Then buy your own island.
9. Act as if your customer’s business were your own
Always start a sale by asking yourself, “If I were in my customer’s shoes, would I really benefit from this?” Keep that attitude throughout your relationship. Serve your customer ahead of yourself; your customer will take care of you, so you won’t have to.
10. Give conservative estimates of time and money required for any project
Your clients expect projects to get off schedule and run over budget; it makes them tense, and they’ll resent you for it before you even start your work. Stun them by completing projects early and coming in under-budget. Earn residual sales and referrals.
11. President/CEO: call your clients “just to check in”
A sincere and unexpected “How are we doing?” call from #1 will blow your clients away – and that moment-of-truth experience will lock them in for life. Watch your referrals multiply, and enjoy the share of your clients’ wallets you gain as a result.
12. C.A.R.E.
Communicate. Appreciate. Respect. Encourage.
Demonstrate through your every action that you C.A.R.E., a stupendous movement started by Al Smith. And you can start by practicing The 15/5 Rule, which I spell out in my recent post on the C.A.R.E. site. I hope you check it out!
…And if customer service is your thing, I can’t recommend the #custserv twitter chat group enough. The conversation is active and awesome all week long. Every Tuesday at 9 pm Eastern (that’s New York time), dive into one of the most active, fastest chats ever! It is chock-full of authors and CEOs mixing it up with front-line CSRs and small business professionals. It’s as egalitarian as it is stupendously educational… and the friendships you build will last a lifetime!
Ted Coiné
Ted Coiné is the business heretic at the helm of the Catalyst blog. Author and speaker, futurist, and happily-former CEO, Ted is currently writing his third book, Catalyst, about how business will be done in this exciting new century. Follow him on Twitter and join the conversation on #leadbiz.
Friday, December 2
Seniors Mastered the Art of Friending & Likes at my Microsoft / AARP Get Connected Workshop
SPOKANE, Wash. -- Mastering the art of social media - Facebook, Twitter, YouTube - is something many have conquered, but now more and more seniors are jumping on the social bandwagon as well.For seniors "liking", commenting and defriending are foreign concepts but at AARP's Get Connected event held in Spokane Thursday, 350 seniors took the plunge to learn how to master social media.Nancy Pritt was among those who wanted to take the plunge online. "I want to learn more, I want to get involved and do it," she said. "I'm pretty empowered about the whole thing ... I'm ready to start."She, along with other seniors like her, are getting some help from Marsha Collier, the author of "Facebook And Twitter For Seniors For Dummies.""It's a great way to build your life as you get older it doesn't have to get smaller it can get bigger," Collier said.While it might be scary at first, Collier says it's time to dive in"They just need that little extra push to get people online, stalk your children thing, I stalk my daughter all the time," she said.A study recently found people 65 and older are the fastest growing age group in the State of Washington joining Facebook. And while Nancy Pritt might not have a Facebook account yet, she already knows the lingo."A comment would be I saw you on at the AARP session of Get Connected ... you look great and I'd go "like" it," she said.Then there's friend requests …"That means you want to ask them to be invited into your program."… and of course a "Like.""To like something means you agree with that comment or statement it's a thumbs up."With the lingo down, now Nancy is ready to get connected on her own online."I've got some shopping to do so … right after this I'm looking forward to get going with it," she said.
Tuesday, November 29
Help Mom & Dad Get Connected at my Free Microsoft/AARP Workshop in Spokane 12/1
Do you want your parents to know more about social networking, what it is and how to use it safely?
The event is designed for new or experienced computer users and will be held on Dec. 1, from 9:30 a.m. – 2:30 p.m. at the Spokane Convention Center (334 West Spokane Falls Boulevard – Ballroom 100A). Doors will open at 9 a.m. for refreshments and resource information.
This workshop will show you how to connect with old friends, make new ones, get connected with AARP and communicate with the grandkids. You’ll get tips on safer socializing on the Internet and learn how to make your computer easier to see, hear and use.
How to monitor social media mentions in five minutes a day
One of social media’s biggest obstacles is the amount of time required to do it properly. But it is an obstacle that can be overcome if you put some simple and effective processes in place.
In this tutorial I’m going to walk you through a system that will help you stay on top of the bulk of your social media mentions. The best part? Once set up, you only need five minutes a day to make it work for you.
Step One: Set up a ‘monitoring’ folder
The system I’m going to show you makes the most of the bookmark folders function within all major browsers. Head to your bookmarks bar and create a new folder.
In this example I’ve called it ‘Monitoring’ and this is where I’ll store my tools and pre-set searches (the reason for this will become more apparent later in this post).
Step Two: Gathering your tools
Now that our folder is set up, we can start to pull in the various tools we’ll use for monitoring purposes.
The tools you’ll need include:
- Addictomatic – a multi-platform buzz dashboard
- Social Mention – a slightly more sophisticated multi-platform buzz dashboard
- Samepoint - another dashboard that includes some additional platforms the others don’t offer
- Twazzup – a real-time news dashboard (with a bias towards Twitter)
- BackTweets – a tool which tells you who has been sharing your content on Twitter
- Blogpulse – a tool that searches blog posts for specific mentions
- Google (weekly in date order) – this will take you to the advanced search box but we’ll make this even more useful during the next phase
You’ll notice that some of these tools overlap – this is intentional to provide the best possible opportunity of capturing the right information without it getting overwhelming.
We’re after relevant data, not data for the sake of it.
Step Three: Tailoring your search parameters
This is where we bring the ‘storage system’ and tools together.
Let’s start with Addictomatic.
- Type your search item into the bar and hit create.
- Make sure you enclose your query in quotes as this will give you the most relevant results.
- Once you get your results back, you want to save this search (in this case I’ve used the bookmarks star) and save the search into the monitoring folder.
While this might seem a little laborious at first, you only need to do it once. I now have access to that saved search whenever I want at the click of a button.Addictomatic updates the results as they appear so I’ll always have access to the latest results. Repeat this process with the next tool.
Before we get to the final product which is where the magic happens, let’s set up one more search that will become an invaluable part of your toolkit.
Head over to Google and run your search.
When your results are returned, they’ll automatically come back from ‘any time’ and in order of relevance.
We want to drill this down in more detail by activating two variables.
Go to the left menu bar and click on ‘more search tools’ Another menu will drop down – select the ‘past week’ option Another menu will appear – select ‘sorted by date’ This will give you results like the example to the right.
Note: When you are setting up your BackTweets search, enter the URL you are interested in monitoring as opposed to the brand or keyword.
Step Four: The finished product
Now, if you’ve followed this templated process for each tool, you’ll end up with a folder that looks like this.
Step Five: Making it work for you every day
By this point you will have set up your folder with all your pre-set searches. This means that you can scan all your searches from the one organised location.
A routine you might want to follow could involve a check of each preset search in the morning, at lunch and then in the evening.
This system will give you a free and easy way of staying on top of your mentions all over the social web.
Some good tips and new tools. Well worth the read!
Saturday, November 19
2011 Los Angeles Metrolink Holiday Toy Express Santa Train
Santa’s glittering train, the Metrolink Holiday Toy Express, once again travels from city to city to entertain families and help to collect toys for the less fortunate. This year’s 32-city tour, which passes through six counties (San Bernardino, Riverside, Ventura, Orange County, Los Angeles and San Diego counties) brings a brightly packaged gift – a 450-ton train decorated with holiday displays, a musical performance and 50,000 twinkling lights – and of course, Santa!.
Families who come to the station to enjoy this special holiday treat are encouraged to bring new unwrapped toys. Local firefighters typically collect more than 100,000 toys for the ABC7/Spark of Love Toy Drive during the season on nights the Holiday Toy Express is in town. These toys are distributed in their local communities to families who may not be able to provide gifts this holiday season.
You can check the schedule here: http://www.metrolinktrains.com/news/?id=7144
Friday, November 11
Who is the Fastest Growing Demographic in Social Media? Join us 12/1 in Spokane
Who do you think make up the fastest growing segment of people in Washington state joining Facebook? The answer: people age 65 and older.
That's according to a new survey commissioned by the AARP. Author and social media expert Marsha Collier and AARP volunteer Sis Polan joined Margaret to talk more about social networking and baby boomers and to promote an AARP-sponsored event taking place at Microsoft called "Get Connected."
That event was sold out, but there is another event scheduled for December 1 in Spokane. But ...
Join AARP, Microsoft and me, (I'm the author of “Facebook and Twitter for Seniors for Dummies”) at the Spokane Convention Center for a free workshop on Facebook, Twitter, Video Chat and Safer Socializing on the Internet.
The event is designed for new or experienced computer users and will be held on Dec. 1, from 9:30 a.m. – 2:30 p.m. at the Spokane Convention Center (334 West Spokane Falls Boulevard – Ballroom 100A). Doors will open at 9 a.m. for refreshments and resource information.
This workshop will show you how to connect with old friends, make new ones, get connected with AARP and communicate with the grandkids. You’ll get tips on safer socializing on the Internet and learn how to make your computer easier to see, hear and use.
Check out their website by clicking here. You can also follow them on Twitter: @AARP - and ask questions by using the hashtag: #aarptech
Thursday, November 10
Gift Givers & Online Sellers: USPS 2011 Holiday Shipping Deadlines
Nothing worse than missing the mailing deadline!
This Holiday season, let the United States Postal Service® show you how easy it is to ship all of your holiday packages. With many choices for flat-rate shipping, free package pickup, new holiday forever stamps, select Post Offices™ and USPS.com® are carrying a wide variety of products for holiday gift giving, gift wrapping and gift sending. Please consider using Postal Service™ products and services to make your holiday shipping less stressful and hectic.
The Postal Service wants to make sure that you send all of your holiday mail in time for your family and friends to receive and enjoy for the holidays. Therefore, in order to ensure timely delivery of your cards, letters or packages, please note the shipping deadlines for the following different types of mail:
DOMESTIC MAIL DEADLINES
Domestic Mail Class
Deadline
FIRST CLASS MAIL®
DEC. 20
PRIORITY MAIL®
DEC. 21
EXPRESS MAIL®
DEC. 22 (Check your local Post Office)
PARCEL POST®
DEC. 15
Following is a list of related holiday dates:
- First night of Hanukkah (Chanukah ) - Dec. 20th at Sunset
- Christmas Eve - Dec. 24th
- Christmas Day - Dec. 25th
- Kwanzaa - Dec. 26, 2011 - Jan. 1, 2012
Tuesday, November 8
Get Quality Photographs of Coins & Jewelry for eBay and Online Selling
Some of the more challenging types of eBay merchandise to photograph are coins and jewelry. A common problem is that when you use techniques that work fine for most items, silver can appear gold, and vice versa. Fortunately, the solution is simple: use ambient, or naturally occurring, light. Ambient light is the best light for photographing many types of items, especially shiny ones.
An easy way to bring ambient light into your photos is to use a Cloud Dome, a large bowl that you place upside-down over the object you want to photograph. This bowl evenly diffuses ambient room light over the surface area of the object. This way, you can produce quality digital images in average room lighting. The cloud dome also helps with the following:
Eliminating camera shake: When taking close-focus, highly zoomed-in pictures, holding your camera steady is of utmost importance. Using a tripod is difficult with close-up pictures, so using a cloud dome is the best option because your camera mounts directly to the cloud dome and is held as still as if you were using a tripod.
Consistent lighting: When you use flash or flood lighting alone (without a cloud dome) for pictures of metallic objects, your photographs can include shiny hotspots from reflections (off walls and ceilings), washed-out areas from the glare of the lights, shadows, and loss of proper color.
A cloud dome being set up to photograph jewelry.Follow these steps to take a picture with the Cloud Dome:
Attach your camera to the dome’s mount with the lens positioned so that it peers into the hole at the top of the dome.
Place your item on top of a contrasting background.
Place the Dome with camera attached over your item.
Check the item’s position through your camera’s viewfinder or LCD screen.
If the item is not in the center, center it. If you feel you need additional lighting to bring out a highlight, use a lamp or two outside the Cloud Dome.
Focus your camera and shoot the picture.
Many items benefit from being photographed through a Cloud Dome, especially the following:
A quartz stone with gold inclusions and diamonds, photographed with the dome.
Jewelry: Taking pictures with the cloud dome keeps the gold color gold and the silver color silver. Also, using the cloud dome helps your camera pick up details such as engraving and the metal surrounding cloisonné work. It also gives pearls and gold their unique luster and soft reflection.
Gems and stones: You can take beautiful pictures of gems and stones with the cloud dome. To achieve a special look, you can use a cloud dome accessory, a reversible gold-and-silver reflector. Especially when you use the silver side, facets of diamonds glisten as if they were in the pinpoint lights at the jeweler’s. You may also want to focus a floodlight or lamp on the outside of the dome for extra sparkle.
Coins and stamps: The cloud dome allows you to hold the camera steady for extreme close-ups. It also allows you to photograph coins without getting any coloration that is not on the coin. For both coins and stamps, the cloud dome helps you achieve sharp focus and true color.
Holographic or metallic accented items: If you’ve ever tried to photograph collector cards, you know that the metal accents glare and holograms are impossible to capture. Also, the glossy coatings confuse the camera’s light sensors, causing overexposed highlights.
Reflective objects: Items such as silverware or even computer chips reflect a lot of light. The cloud dome diffuses the light so that the pictures become clear.
Tuesday, November 1
What's Your Definition of Rude? 15 Mistakes to Avoid in Small Business Customer Service #custserv
Sometimes it seems like rude customer service is the rule rather than the exception. But there's rude — and then there's rude.
When it comes to getting customer service, what's your definition of rude? What unprofessional behavior irritates you the most when, as a consumer, you are interacting by phone with another company?
Sometimes, customer service that is perceived as rude is not intentional and often is the result of absent-mindedness or carelessness on behalf of an employee. Either way, bad customer service can translate into lower sales and lost business, says Nancy Friedman, president and founder of the Telephone Doctor, a St. Louis-based customer service training company.
Based on its own surveys, the Telephone Doctor has compiled the 15 biggest sins of customer service employees today. They are listed below, along with Telephone Doctor's guidelines (in parentheses) on how to do it right.
If your company's customer service managers and front-line employees are guilty of any of these, it's time for some action. Otherwise, you may have an image problem that could sabotage your effort to produce and market great products.
1. Your employees are having a bad day, and their foul mood carries over in conversations with customers. (Everyone has bad days, but customer service employees need to keep theirs to themselves.)
2. Your employees hang up on angry customers. (Ironclad rule: Never hang up on a customer.)
3. Your company doesn't return phone calls or voice-mail messages, despite listing your phone number on your Web site and/or in ads and directories. (Call customers back as soon as you can, or have calls returned on your behalf.)
4. Your employees put callers on hold without asking them first, as a courtesy. (Ask customers politely if you can put them on hold; very few will complain or say "No way!")
5. Your employees put callers on a speaker phone without asking them first if it is OK. (Again: Ask first, as a courtesy.)
6. Your employees eat, drink or chew gum while talking with customers on the phone. (A telephone mouthpiece is like a microphone; noises can easily be picked up. Employees need to eat their meals away from the phone. And save that stick of gum for break time.)
7. You have call-waiting on your business lines, and your employees frequently interrupt existing calls to take new calls. (One interruption in a call might be excusable; beyond that, you are crossing the "rude" threshold. Do your best to be prepared with enough staff for peak calling times.)
8. Your employees refuse or forget to use the words "please," "thank you" or "you're welcome." (Please use these words generously, thank you.)
9. Your employees hold side conversations with friends or each other while talking to customers on the phone, or they make personal calls on cell phones in your call center. (Don't do either of these.)
10. Your employees seem incapable of offering more than one-word answers. (One-word answers come across as rude and uncaring.)
11. Your employees do provide more than one-word answers, but a lot of the words are grounded in company or industry jargon that many customers don't understand. (If you sell tech products, for example, don't casually drop in abbreviations such as APIs, ISVs, SMTP or TCP/IP.)
12. Your employees request that customers call them back when the employees aren't so busy. (Customers should never be told to call back. Request the customer's number instead.)
13. Your employees rush through calls, forcing customers off the phone at the earliest opportunity. (Be a little more discreet. Politely suggest that you've got the information you need and you must move on to other calls.)
14. Your employees obnoxiously bellow "What's this in reference to?" effectively humbling customers and belittling their requests. (Screening techniques can be used with a little more warmth and finesse. If a caller has mistakenly come your way, do your best to point him or her in the right direction.)
15. Your employees freely admit to customers that they hate their jobs. (This simply makes the entire company look bad. And don't think such a moment of candor or lapse in judgment won't get back to the boss.)
In defense of customer service workers, customers can be rude too. And customer service jobs can often be thankless, with little motivation or incentive to do the job right.
But the problem here is that life for customer service employees may not be fair. Customers can be rude and get away with it. Employees cannot — if they want to help their companies to succeed and keep their jobs as well.
Monday, October 31
Holiday Season Small Business Online Customer Service: Just Do It!
- The time to react to your customer is shrinking. In this 24/7 instant gratification world, the time in which your customer expects you to be able to resolve their problem is getting smaller. Most customers expect to be able to reach you 24/7, and for you to resolve their concern on the very first call (or at least the same day). This is putting increasing stress on companies’ infrastructure and pressuring companies to ensure the profitability of each customer. Look for companies to begin to “fire” customers that don’t meet their profitability metric.
- Customer service has become the new marketing. Small business owners used to be afraid that a dissatisfied customer would tell 7 people. Now, through social media sites, they can tell 7 million people. On the flip side, “raving fans” can be your biggest source of new business as they tell everyone how great your company is. Consumers believe what their peers say about your company more than they believe any of your own paid advertising.
- You can find out exactly where your customers are talking about your company. Every business is being talked about on the Internet, but where? New customized software from companies like Flowtown allow the business owner to insert a contact’s name or e-mail address and identify the social networks in which that contact participates. Knowing where your prospects and customers congregate online is critical for engaging your customers where they are.
- The “social support” experience grows. Consumers now talk and bond directly with each other over using your products. Companies like Get Satisfaction and Feedback 2.0 are building online communities that facilitate conversations between companies and customers. Get Satisfaction states that 46,000 companies use its product to provide a social support experience to listen and talk to their loyal customers.
- Faster resolution of customer service issues through blog and social media site comments. Calling a company’s customer service number is no longer the fastest way for a customer to get an issue resolved. Since most brands are tracking what is being said about them on all the social media sites, tweeting your concern or posting it on Facebook will often yield quicker results. This has especially been effective for me with my vendors like Comcast, Vonage, American Airlines and Discover Card.
- Integration of Web customer service and traditional phone support.Customized software now allows integration of what prospects and customers are saying on the Web about your company. More solutions like Parature for Facebook are available to integrate that information with your website and customer service center. Software now enables Facebook users to search their knowledgebase, submit help tickets and chat with customer service agents. Look for online and offline customer input channels to continue to merge in the coming year.
- More self service: It started with ATMs 40 years ago and now we rarely go to the airport without using a self-service kiosk. This past year, more complicated transactions like renting a car are now being done via kiosks at companies like Hertz. Although it takes a bit longer, it is effective for impatient customers who do not want to wait in lines. Many stores have also implemented self checkout. Can buying a car or house via self serve be far behind?
- Faux personalization becomes an expectation. With many consumer interactions now happening online or through automated kiosks instead of live people, customers have come to expect the type of “personal service” they get at websites like Amazon. Easily being able to track your current, past and recommended future purchases has become an expectation that is not easily matched in a brick and mortar store. Amazon always remembers who you are, but does your local retail store? As a result, where would you rather shop?
- Retail stores are now an experience. Successful retail stores like Apple and Brookstone have become demo centers with a lot of service people around to help. On Black Friday, when other stores were struggling to keep up, I was in and out of an Apple store in 5 minutes with my iPad purchase. In order to compete with online shopping, successful stores are now fun places to come out and shop. Gone are the days when you couldn’t find someone to help you at Toys R Us (and I don’t miss it).
- You need to chat. Helping a customer on your website used to providing an e-mail address or listing the company phone number. Real-time chat is now becoming a requirement in order to help your clients. Can video chat be that far behind for an even more personal touch?
- Online inventory tracking from your customer’s phone. Your customer will no longer come into your store to see if you have a product. Companies like Milo.com can now tell the customer if a product is on your shelf. The company says it tracks real-time availability of 3 million products in 52,000 stores. Is this the end of “window shopping”?
Social Media is NOT a numbers game for small business! Find your customers and engage them!
Friday, October 21
Who do you think is the fastest growing segment joining Facebook?
Who do you think make up the fastest growing segment of people in Washington state joining Facebook? The answer: people age 65 and older.
That's according to a new survey commissioned by the AARP. Author and social media expert Marsha Collier and AARP volunteer Sis Polan joined Margaret to talk more about social networking and baby boomers and to promote an AARP-sponsored event taking place tomorrow at Microsoft called "Get Connected."
The event is sold out, but the AARP has made it very easy to take part in their live stream and even ask questions via Twitter. Just check out their website by clicking here. You can also follow them on Twitter: @AARP - and ask questions by using the hashtag: #aarptech
Monday, October 17
How To Build A Great Twitter Reputation, Get More Followers & Retweets
First—because this is what makes you really popular—we’ll cover making connections and building your account.The three steps to a great Twitter reputation are content, style and connections.
Second, we’ll work on creating tweets that will give people something to retweet, and help people get to know you and want to recommend you.
Your tweets are the core to your reputation. You’re going to need four types: Popular, focused, conversational and retweets/thank-yous.
Third, we’ll work on your Twitter style. This mean understanding the social etiquette and rules of Twitter as they apply to you.
Ready? Let’s get started:
Your strategy is going to be to become influential by helping key people, one at a time, and building a circle of great connections.
Begin by searching for people to engage with by topics that interest you. You want to find the most engaged and influential users in the topics that you care about most. Here is a collection of resources that you can use to search for Twitter users by topic:
You’ll want to follow very few key people at first, because you’ll want to have time to devote to them once you follow them.
When influential users begin to retweet you, a LOT of people will check you out. You will gain followers if you have the right mix of tweets, and demonstrate an understanding of Twitter etiquette.
There are two key approaches to making influential connections who will recommend you and retweet you over time. Which you do most depends on your personal goals. And the approach doesn’t matter as much as how you engage. Your two options are:
1. Build A “Personal Learning Network" (PLN)
Essentially, you will seek out people who can teach you something, and people that you can teach something to.
You can focus on your business, career, hobby, or any interest. PLNs are very popular with educators. Twitter can be just one part of your PLN strategy. And Twitter chats can be a goldmine for PLNers. Browse through a few articles about Twitter PLNs to learn more.
2. Become A “Super Advocate”
This is the most powerful way to build your reputation and get influential users to promote you. Read more here. Many influential users are very focused on one particular niche, so it helps if you are also very focused on the same niche. You will pick key users and do as much as you can to assist them.
3. Engage And Follow Through
Once you have found people worth connecting with, help them. Promote and retweet them. Engage them.
Strategies include FollowFriday, writing blog posts about top users hoping those users will tweet the post, creating lists of users, retweeting users, etc. Some people try to find various kinds of favors they can do for influential users.
As always, everything works best if you are genuinely interested in the people you connect with, and are ethical, sincere and learn from your mistakes.
Once you have spent a lot of time engaging with a user, put that relationship on listening mode, and select a new user to engage with.
Content That Gets You Followed And Retweeted
As you build your reputation people are going to be recommending you.
Having the right tweets means when people check you out they will follow you, and feel comfortable recommending you to others.
It’s important to have each of four kinds of tweets mixed together every day: Popular, focused, conversational and retweets. That’s because when people check you out, your tweets are what teach them about you.
If you have all of one kind of tweet, they won’t learn as much about you, and you’ll get fewer followers, and fewer recommendations.
And don’t forget to spread out your tweets! Don’t overwhelm people with a bunch of tweets all at once. Use Buffer to naturally space things out to times when most people are online.
1. Popular Tweets
These are simply the kinds of tweets that get retweeted the most. When you make the right kind of connections, people will want to retweet you. Having a popular tweet or two to makes it easy for people to find something of yours to retweet.
Because they will at first be your most retweeted tweets, be careful! Don’t always be tweeting things just to get retweets. It will give you the wrong kind of reputation in the long run, and you’ll have created a boring job for yourself: finding things to tweet.
Hot Topics
Hot topics should be tweeted when you find them, or within a few hours.
There are many services you can check to find a hot topic that interests you whenever you are online and have a couple of minutes. Here are few to get you started:
Quotes, Facts And Humor
Quotes, one-liners and fascinating factoids are very overdone on Twitter, but it’s okay to share a few each week. These can be scheduled in advance. Also: try to be funny yourself from time to time!
To be funny take what you are doing or what your friends are up to, or a current news or hot topic and combine it with a funny or famous line, such as quotes from movies or TV. Make a game of it!
Another way of creating funny tweets is to say something out-of-character (stupid, obvious, or as if you didn’t mean to say it), then follow that up with, “Oh wait…”.
2. Focused Tweets
These are things you know or care a lot about. These help people get to know your interests, and this can be how you help others.
For example, if you have a wealth of knowledge in some topic area, and a lot of links to useful information, you might schedule one of your informational links to go out each day. These can also be your comments on news or entertainment or causes that you care about.
3. Conversation Tweets
The first two kinds of tweets can be scheduled some of the time. Conversation tweets are where you reply to people, help people, or get help.
Begin by regularly searching for people who need help and helping them. Start by reading tweets about people asking questions about Twitter by doing a Twitter search like this. Use Google search or search Twitter’s help website to find answers. Also read a Twitter article or two each week to learn more. (A good place to start.)
Finally, after making sure you are replying to everyone who tweets to you (even if it takes you a few days), begin asking questions from time to time.
4. Retweets And Thank-You’s
People love being retweeted.
You need to show that you retweet others. Either your focused or popular tweets should be retweets from time to time. Start by checking @GuyKawasaki and @FlipBooks from time to time for popular things to retweet. Later, you’ll be mostly retweeting things from key connections as you make them.
Don’t automatically thank people for following you, but do thank them for retweets sometimes (“follow thanks” are so common as to be considered spam by many users). If you chat with someone right after they follow, it’s okay to thank them afterward though.
Above all, learn how to turn praise for others into public compliments on Twitter.
Developing Your Twitter Style
Make Your Own Rules
Be sure you’ve read a few Twitter etiquette articles. Realize that not everyone does things in the same way, so feel free to make your own rules over time. It’s important to make your own laws, and keep improving them.
The main thing is to be responsive. To build a great reputation your tweets need to show you are a real person who engages with others. Having conversation and retweet tweets in balance is a big help.
Your Mentors
Once you start making great connections on Twitter, pay attention to how they use Twitter. Emulate them and ask questions in order to build your own style.
The fastest way to begin using Twitter really well is to have great mentors, promote them, and ask for and listen to their advice.
What do you think? Have any questions or comments on building a great reputation? Leave a comment in the box below.
Dave
Saturday, October 15
AARP/Microsoft "Get Connected" Workshop on Social Media: Twitter & Facebook for Seniors
Are you tired of being the social media support for your parents (grandparents)? Want to get them up to speed on how to use Twitter and Facebook? Next week will be my first workshop for those "of a certain age" at the Microsoft campus in Redmond on October 20. The next workshop will be in Spokane at the end of November ... more cities to come - stay tuned!
Redmond is sold out, but the event wil be livestreamed on the AARP Facebook Live stream page. Have your parents stop by for the live stream or I'd love to meet them when I visit their city.
A special thank you to Diane Brogan from MomPopPow for reviewing my Facebook & Twitter for Seniors For Dummies on youtube (which is the intro for my presentation).
Friday, October 14
So excited! I have an iPhone / iPad App: "eBay Tips For Dummies" only 99¢
Description:
You love Marsha Collier’s expert eBay guidance from her bestselling eBay For Dummies book. Now take Marsha’s helpful advice with you everywhere you go! This fun and easy eBay app will help you bag big bargains, sell like a pro, turn a profit, and make the most of your eBay experience. Packed with tips on using eBay, making smart bids, conducting your own auctions, marketing and shipping your stuff, handling privacy issues, and keeping everything safe and legal, the eBay Tips For Dummies app is exactly what you need to become a savvy seller and brilliant buyer in no time at all.
App Features:
- Basics section guides you through the eBay registration process, creating your eBay identity, navigating the site, keeping an eye on auctions and your own transactions, getting and giving feedback, and more
- Part of Tens section highlights ten (or so) golden rules for gaining a great reputation on eBay and enjoying your eBay adventures
- Buying section gives you the inside scoop on becoming the best buyer you can be – from marking items to watch to winning bidding battles, communicating with sellers, making prompt payments, and resolving issues, it’s all here
- Selling section shows you the ins and outs of making your items stand out in the eBay crowd and includes tips on deciding what to sell, adding photos and details to your listings, writing a terrific title, setting a price, getting in touch with bidders, and getting your merchandise out the door
- Privacy & Security section helps you understand eBay’s privacy policy, keep your account safe from hackers and spammers, create a powerful password, use feedback to make informed decisions, make secure transactions, and more
- Search feature lets you search the entire app by keyword or phrase to help you find the information you need anytime and anywhere you want it
- Share feature allows you to send your favorite tips and tricks to your friends and family via Facebook or e-mail
eBay Tips For Dummies is your on-the-go guide to cashing in on the eBay phenomenon and getting that great deal!
Wednesday, October 12
Why Social Commerce Now? Social Business is the Wave to Ride for Holiday Sales
We are leaning into the largest social commerce holiday season ever. Big brands are quietly placing their bets on social commerce and the time to put a social commerce plan in place is now. Brands that wait will miss a tremendous opportunity. Here’s why:
We have been watching online behavior change over the past several years as social networks have matured. As the aggregation of data becomes more convenient through sources like Facebook and Twitter, people are consuming more content from a central hub.
A recent report from Nielsen says:
Social Networks and Blog sites rule Americans’ Internet time, accounting for 23 percent of time spent online, more than twice the amount of time spent on the #2 category, Online Games. To further put this into context, time spent on the 75 “Other” online categories combined only accounts for 35 percent of Americans’ total Internet time.
Nearly ONE QUARTER of all time online is spent on social networks and blog sites…and the number continues to grow.
Gartner Research reports:
By 2015, companies will generate 50% of Web sales via their social presence and mobile applications.
That’s a big percentage that companies need to prepare for now by testing social commerce.
Gartner Research also points out that Social media ranks in the top four action points for retailers through 2013. This is in response to “empowered consumers” — which includes social media trends — and is their top concern.
Booz Allen forecasts that today the social commerce oppotunity is worth $5 Billion and by 2015 it will be worth $30 Billion (a 600% increase!). There is a lot of money to be made by brands who introduce social commerce to their communities now and grow with them over the next several years.
HOW TO DELIVER SOCIAL COMMERCE HO-HO-HO’S
We think this is a big, big deal.
This holiday season, train your online communities to expect to shop inside their social stream. Teach them how to share storefronts and tell their friends about it – social commerce drives community growth.
Here are some take-away tips for getting the most out of the holidays:
Plan ahead. If you haven’t, sit down now and create a calendar of offers and promotion dates.
Start to hint in your social media marketing that special offers are coming inside the social sites and your fans should keep an eye out for your updates.
Open shop November 1. Holiday shopping will be in full swing, so if you haven’t already started planning, set a goal to be selling by the end of the month.
Take a page from Marketing 101 and use creative promotions such as:
1. 30% off your best-selling items for 2 weeks
2. Free shipping for a day
3. Black Friday sale
4. Cyber Monday – discounts throughout the day
5. Shipping day count-downs
Sunday, October 2
WIN! Possibly the Best Android Phone Yet Samsung Galaxy SII #Epic4GTouch & I'm Giving one Away!
I'll admit that I am a fan of brands who consistantly pump out good products that don't disappoint. Samsung is one, and with the Galaxy SII Epic 4G Touch for Sprint, they haven't missed the mark. Yes, it's a smartphone and does everything you expect one to do, but with incredible new features:
- 4.52” Super AMOLED™ Plus Screen: The brightest, most colorful screen I've ever seen. You see the deeper, richer color with unmatched detail and contrast. Blacks are impenetrable and the colors pop out at you. Great view from any angle.
- Camera: Samsung overrides the standard Gingerbread camera app with one with lots of options. Easily jump between the rear-facing 8 megapixel and front-facing 2 megapixel camera. It might replace your digital camera because you can set resolution, ISO, scene and shooting modes and adjustments like white balance, contrast and metering. There's auto focus, macro mode and face detection
- Voice Talk: Tell your phone what to do. You can make calls, play music, send messages, launch apps, browse the web, get turn-by-turn directions, and more, using just by talking to your phone.
- Motion Control: Just pan to organize your home screen, tilt to zoom, flip to silence. That's an amazing innovation.
- Wirelessly Connect with Your PC: No USB cable. Built in app, Kies Air lets you wirelessly manage contacts, music, photos, video, and more—all from your computer's browser over wifi.
- Super Fast with a 1.2 GHz dual core processor.
Now here's how YOU get a chance to win!
Visit and like (please) my Facebook Author page (you might even enjoy the links I post and decide to stay). It will be more fun if you share with everyone with a short comment why a phone like this might help you at home or in your business.
If you are already a fan of the page,click the Sweepstakes tab on the left side of the page to enter!
Multiple Entries accepted! Contest runs October 1 through October 7
Other sites are participating in the giveaway over the next few weeks. They are listed below the rules.
Rules:
Sweepstakes is open to residents of the US and Canada over the age of 18. Family members of Samsung and The Collier Company, Inc. are not permitted to enter. Competition entries are only accepted via the specified post; entries left in the comments section of any other post will not be recognized. Entries should be submitted before midnight pacific time on October 7, 2011.
The winners will be announced on Marsha Collier's Musings, Marsha Collier's Posterous and contacted via email; they will be expected to respond within 24 hours else their prize may be forfeit and another winner selected. Decision is final and no correspondence will be entered into. Winner agrees that their name and details of their entry may be used for promotional purposes by, but not limited to, Samsung and Marsha Collier.
Prize consists of one Samsung Galaxy SII Epic 4G Touch smartphone. There is no cash alternative.
Saturday, October 1
Free Video Calls from your Smartpnone to a PC! Great for Home or Small Business
Thursday, September 22
Tax Deductions for Online Sellers: Learn what you can write off for next year's tax season
As an online seller, you have expenses throughout the year for new inventory, packing supplies, postage and more. When these expenses pop up, you make note of them—and tuck away the receipts in a safe place—so that when April rolls around, you have a few deductions you can enter to reduce your tax bill. You do this, right?We know taxes can be, well, taxing, so we came up with a few deductions you can use, should you be unsure of what qualifies as a deduction. We talked to business attorney Cliff Ennico, the author of "The eBay Seller's Tax and Legal Answer Book," to get his insights, and we did a little research of our own to see what you can claim to help keep both you and Uncle Sam happy.
First, the basics
Ennico tells us that sellers first need to figure out if their online sales are a business or a hobby.
"If you treat your selling as a 'business,' i.e. you file Schedule C on your federal income tax return, or form a corporation or LLC for your business, you may deduct all 'ordinary and necessary' expenses of that business," he explains. "If you treat your selling as only a 'hobby,' you can deduct hobby-related expenses, but they will offset only any income you derive from that hobby."
This means you can't claim hobby-related deductions against your nonhobby-related income (for example, your salary from your day job) if you had a net loss. For instance, if you sell an item for $50 that cost you $100, and that was your only income from your hobby during the calendar year, you can't claim a $50 loss as a deduction. However, if you do make a profit, you may deduct expenses related to that sale, for instance, shipping costs or selling fees.
As for businesses, what does "ordinary and necessary expenses" mean? According to the U.S. Small Business Administration, "an 'ordinary' expense is one that is common and accepted in your field of business. A necessary expense is one that is helpful and appropriate for your business." Basically, these are expenses you have to make in order to operate your business.
Now, let's now look at some specific expenses you can claim as deductions, whether your sales are a business or hobby. You'll notice that all the expenses we discuss below have to do with online selling, as they should. You can't just write off anything. It must be related to your sales.
“If you are selling on eBay out of a home office, you are absolutely entitled to take the home office deduction”
Zeroing in on write-offs
The list of items that qualify as tax deductions is quite long, and can include a variety of expenses, so don't let our examples limit you. Look around for other possible deductions, and always be sure to consult with a tax professional. Remember, we do our research, but we're not lawyers. Let's get to it.
Your workspace: Many online sellers use a room in their homes to photograph items, pack orders, store inventory, etc. And believe it or not, you can claim this space as a tax deduction. In fact, this type of deduction even has a name: the "home office deduction."
To qualify for this write-off, you must regularly use part of your home "exclusively" for your online sales, and you must conduct most of your sales out of your home, according to the IRS.
"If you are selling on eBay out of a home office, and you have no other place of business, you are absolutely entitled to take the home office deduction!" says Ennico.
You can write off a percentage of your mortgage or rent, Ennico continues. This percentage is "basically the square footage of your home office, including inventory storage space, divided by the square footage of your home."
Just don't go overboard and try to write off everything that's in the space.
"By far the biggest mistake is to include furnishings, artwork and other decorative items in your home office that are not related to your eBay selling business," he adds.
To claim the home office deduction, you will need to file an IRS Form 8829, along with your 1040 form. But we think it's worth the added work.
Utilities, repairs, office expenses: You can also write off a portion of what you spend on your utility bills throughout the year. After all, you can't sell online without plugging in your computer, printer, camera and so on. These are necessary expenses. How much you deduct should be proportional to your home office deduction. For example, if you deduct 1/10 of your mortgage for your home office deduction, you should deduct the same percentage of your utility bill.
And if your computer or printer goes on the fritz and you have to repair or replace one of these, or another device you use for your sales, make note of these costs, too. They're necessary expenses and deductions, as well. So are any office supplies you buy for your business like tape, business cards and ink cartridges, for example.
Operations fees: Don't forget about listing and payment-processing fees that you pay. These are often a must to sell online, and they're also deductions. Also note any subscription fees you pay to third-party services to launch listings or host images, or any store or Web hosting fees you pay for your online shop. You can deduct these, too. You can even write off what you spend for shipping insurance for the items that sell.
“You can write off what you pay to get your taxes done—whether you hire a professional or buy a tax preparation software package”
Postage and packing: You have to pay postage every time you ship, and you have to ensure you have the right packing materials to get your items to their destinations safely, so it shouldn't come as a surprise that this expense can really add up at the end of 12 months. Even if you use mostly recycled materials, odds are you still buy tape, shipping labels, tissue paper, even a few freebies to include in your packages, so write down how much you're spending on these and keep the receipts! This could be a substantial deduction.
Sold items: You can also claim the cost of the products you sell as a deduction—as long as the items have sold, Ennico says. You can't write off what you've spent on inventory that hasn't sold.
"Any inventory that remains unsold at the end of the calendar year is an asset of your business, the cost of which cannot be deducted until it actually sells (or is given away and written off as worthless)," he explains.
Tax preparation: Finally, you can write off what you pay to get your taxes done—whether you hire a professional or buy a tax preparation software package. As we did our research, we saw this deduction listed among the "most easily forgotten tax deductions." But don't you forget it. It's definitely a good one, because it can give you peace of mind that you've prepared your taxes correctly—and it can prevent a lot of problems with Uncle Sam. Plus, this expense means you can let someone else crunch the numbers while you focus on selling.
We'll leave you with one final piece of advice as you're going through the rest of the tax year: Whatever deductions you decide to claim, make sure to keep good records—and keep them organized. This will make tax preparation a lot easier, notes Bruce Langston, Auctiva's controller. He suggests using a filing cabinet to keep all your business records, and using that cabinet only for your business. Don't put anything else in there.
Aim to keep recordkeeping "simple, accurate and up to date," to make bookkeeping as easy as possible, he adds. So start going through those receipts you've accumulated, and start filing.
For more information on taxes and streamlining your online business, take a look at my eBay Business All-in-One For Dummies 2E. Covers taxes and so much more.
Tuesday, September 20
New Report Finds Photos Generate 50% More Impressions for Small Business on Facebook; Twitter: Quotes
- Not All Posts Are Created Equal: The Roost social marketing platform for small businesses provides impression and engagement metrics beyond the standard Likes, Comments, Shares and Retweets. Roost takes a deeper look at the various types of posts for each platform and determines which ones yield the highest levels of interaction amongst local business fans and followers.
- Photos Rule on Facebook: The two greatest engagement tactics on Facebook are Likes and Comments, with Likes leading the charge. Roost finds that the best way to achieve Likes is through photo posts, quotes and status updates, with photos providing 50 percent more impressions on average than any other post type and quotes providing 22 percent more interactions when compared to all post types.
Findings also show that questions generate almost two times as many comments as any other post type. The second most popular way to get fans commenting is through a compelling business status update. Facebook Shares are a great way to disseminate business and product messages across fans’ networks and links are 87 percent more likely to be shared than any other post type.
- Quotes Rule on Twitter: Roost’s report finds that the most effective engagements for local businesses communicating on Twitter are Retweets. Quotes drive, on average, 54 percent more Retweets than any other type of Tweet, with status updates being the second highest driver of engagement.
Friday, September 16
Six Key Ingredients for an Effective Website: Companies Need to Communicate with Customers
Book Excerpt: Companies need to actually communicate with customers via their website, especially if they are using it for online sales and want to ensure customer engagement and conversion.
"When customers with an urgent issue want to get hold of you and can't, they may become frustrated and angry," writes Marsha Collier in The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More! According to Collier it is imperative to let customers know that they can reach you easily and in a variety of ways, since this "goes a long way towards preventing them from reaching the boiling point."
Companies can include limitless information about themselves on their website, but to ensure an engaging customer experience there are six key ingredients that are imperative to have on the site, including two things far too many companies hide from customers: a mailing address and a phone number.
In this excerpt from The Ultimate Online Customer Service Guide, Collier describes the six website must-haves:
Using Your Web Site to Connect With Your Customer
No matter how simple it may be, most businesses need a Web site. If you don't have a Web site, you should begin creating one today. If you do have a Web site, you are either selling your products or services there—or you're not. Being online (even if you're not selling products) is important so your prospective clients can get a clear picture of you, your staff, and your offerings.
If you're selling on the Web, your site is your home base for customer service connections. And since shoppers are notorious for abandoning orders pre-checkout, you must make sure you have done all you can to ensure that they click that Pay Now button. It's not just about offering quality merchandise; it's about establishing trust with, and inspiring confidence in, your buyers.
Here are a few things you should make sure to have on your Web site to help you gain your customers' trust:
- Include a mailing address. Web sites that do not include an address tend to look suspicious to prospective buyers. And, note, an actual address is often better than a post office box number. If you run your business from home and have security issues, you can always rent a mailbox at a UPS store or the like. This will give you a physical location to attach to your business name; and the reassurance that you work in a physical space really helps customers regard you as a reputable business.
- Provide a phone number. People like to know that they can reach a human being if they have a question on an item or a problem with an order. A Live Chat button is a nice addition for those who don't want to pick up a phone. (Don't forget to post the hours customers can reach someone through chat or phone.) More on how to set this up further on.
- Include pertinent company information. If yours is a family-run business, say so! Tell the background story of your company, and provide information about the people involved. Customers like doing business with individuals like themselves. Also, tell them you are focused on customer satisfaction.
- Link to a page of frequently asked questions (FAQs). Many Web shoppers have questions about the policies and logistics regarding how, when, and where you'll ship their purchase. Include information about your return policy as well, and whether you offer gift wrapping.
- Feature testimonials from happy customers. Including previous customers' positive comments on your site makes current and potential customers feel that they're in good company when they shop with you. Of course, to accomplish this, you need to . . .
- Encourage customers to post reviews. Many sites contain a special section for customer reviews. If that's too complex for your site, consider linking to a noncommerce site that posts product reviews for your industry. If, for example, you sell cameras, you might link to sites like www.ivillage.com, cnet.com, or steves-digicams.com, where your customers can read unbiased reviews of the experiences of others, then click back to your site to order from you. Keep in mind that while it's critical to allow customers to comment, you must be sure to moderate this feedback. Respond when necessary, and don't take negative remarks personally; simply try to view criticisms as suggestions for improvement.
Whether your online presence is an e-commerce site, a general site about your business, or a blog about what you do, you must always include a "Contact Us" or comment form. Do customers have the option of getting in touch with you in a variety of ways, beyond a phone number? Providing e-mail addresses and social media links are important, as well. Keep in mind there's a growing trend away from placing phone calls to companies, so show customers where they can reach you for swift attention when they want to solve a problem.
Web Site Alternative
If you're a professional who feels that having a Web site is not something you'd like to do, there is an alternative. You can have a Google profile. A Google profile can serve as your online resume or calling card—however you wish to format it. Anyone who searches your name on Google will find it on the first page of search results. It features a "contact" link that, when clicked, opens an e-mail window and sends the resulting e-mail to a free Gmail account, which you can set up to forward directly to your computer's inbox.
Go to www.google.com/profiles and fill out the form; your profile will be live in moments. As a matter of fact, having a Google profile is important for anyone in business, as it gives people an alternate way to find and contact you. For an example, check out mine at www.google.com/profiles/marsha.collier.
Excerpted with permission of the publisher John Wiley & Sons, Inc. from The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More! by Marsha Collier. Copyright (c) 2011 by Collier Advertising and Promotion, Inc., and Marsha Collier.