Pure Social Shopping in Twitter - Click to #AmazonCart

In a huge innovation, today Amazon unveiled #AmazonCart. When you see an item posted on Twitter with the hashtag #AmazonCart, you can just click the link and the item will be placed in your Amazon Shopping cart for your purchase at a later time.

Social Storytelling Through Book Reviews Promotes Shares

Book reviews can add great content to share in social media and your blog, especially when the books are written on a topic that relates to your customers. But after many years online, I can testify that reviews written without thought can be boring. Don't write a "book report." Let your readers know why the contents of the book resonated with you and how it can help them.

As an online writer -which YOU are- it's your duty to develop content that attracts people and make them want to share. A short (emphasis on the word short) video review can tell a story and be fun to watch. Check the example below posted by +John Lawson for my newly published eBay Business All-in-One For Dummies which he posted yesterday during his Google Hangout. It's a fun take on a serious title.


I hope, if you took the 3 minutes to watch the review, you might want to click the link above and buy my book. Its for any eBay seller, or e-Commerce business who wants to ramp up to professional grade. I'm sure it will give you enough tips to justify the purchase.

Looking for Big Numbers in Social Media? Why?

If your online goal is to conclude a sale to (or build your brand) with your social media friends and fans, you’ll have to give these folks a cold, hard look. Some believe that more is better. But more what? You need to focus on people who, at the end of the day, may purchase something from you directly or through your website.

Facebook Insights, Google Analytics, and other tools will help you decide if you’re playing in the right ballpark. If your message isn’t being received by the right people, you’re wasting time and money in social media.

Visit my website to read Big Social Media Numbers Don’t Always Equal Dollars for the cold hard facts - and just how to measure your numbers.

Visual vs Verbal: Reaching Out to Grab The Customer #storytelling

I love hearing stories about businesses. I'm sure you've heard the apocryphal story about Nordstrom accepting a return of a set of tires, even though they don't sell tires, just to please a customer. (If you haven't, click here to read the full story). The fact that people enjoy repeating the story not only reinforces the mythology, but enforces Nordstrom's reputation for first-rate customer service.

The web can be a pretty cold place when it comes to selling. As customers, it's tough to see through a sales pitch and feel the love for a product or brand. That's the reason why websites need to have comprehensive 'About Us' and Frequently Asked Questions pages. The very best About Us pages tell stories about the people behind the business. The FAQs should be written in an engaging manner - not just filled with techno-fluff and acronyms. Friendly word phrasing is important; just as important as the visual impact of a picture.

If you've heard me speak, you've no doubt heard "post enough pictures to tell the story as if there were no description, and write your description as if there were no pictures." By doing so, the pictures can appeal to those who have a visual learning style and provide equal punch to those of a verbal bent who get far more out of words.

Stories and anecdotes can create just as much magnetism as a dazzling seventy-five year art provenance. Words. When phrased well they speak to people - and carry your message.

Building trust goes a long way to nurture long term customers. One of the best ways to build trust is to tell stories.

While reading Lou Hoffman's blog, I came across SlideShare deck below produced by the Hoffman Agency: “The Return of Storytelling vs. Corporate Speak,” which shares some of the science and anecdotal evidence on why storytelling works. It's well worth the time to take a couple of minutes and enjoy the message.

The Return of Storytelling vs. Corporate Speak from The Hoffman Agency

Do You Use Cloud Computing? Survey Finds Americans Confused

A whopping 95% of those claiming they never use the cloud actually do so via online banking and shopping, social networking, and storing photos and music.

While “the cloud” may be the tech buzzword of the year, many Americans remain foggy about what the cloud really is and how it works. A national survey by Wakefield Research, commissioned by Citrix, showed that most respondents believe the cloud is related to weather, while some referred to pillows, drugs and toilet paper. Those in the know claim working from home in their “birthday suit” is the cloud’s greatest advantage. The good news is that even those that don’t know exactly what the cloud is recognize its economic benefits and think the cloud is a catalyst for small business growth.

Survey Highlights:

• 95% of those who think they’re not using the cloud, actually are
• 3 in 5 (59%) believe the “workplace of the future” will exist entirely in the cloud
• 40% believe accessing work information at home in their “birthday suit” would be an advantage
• More than 1/3 agree that the cloud allows them to share information with people they’d rather not be interacting with in person
• After being provided with the definition of the cloud, 68% recognized its economic benefits
• 14% have pretended to know what the cloud is during a job interview

The cloud is what powers today's business and social sphere online, are you using it to  your best advantage?

Study graphic courtesy of citrix.com

Prepare for the 2013 U.S. Postal Service® Price Change Jan. 27

Beginning Jan. 27 the U.S. Postal Service (USPS) will introduce a First-Class Mail Global Forever Stamp at $1.10 (20 stamp sheet for $22), and is among new mailing and shipping changes for the new year. Here's the short take on the changes:

• Parcel Post^® is now called Standard Post and is ONLY available at the retail counter. (Parcel Select is a comparable mail class for Endicia customers)
• First-Class Mail International Parcel is now called First Class Package International Service.
• International Electronic USPS Delivery Confirmation® will now be available, and FREE, for First-Class Package International Service and select Priority Mail International packages (only on shipments to Canada, 19 countries to be added in April 2013)
• Express Mail International Flat Rate Envelope weight limit has been reduced from 20 lbs to 4 lbs
• Express Mail International now includes the first $200 of USPS insurance
• Optional expedited delivery of USPS packaging is available for $2.50
• Commercial Base discounts are growing in 2013.
• First-Class Mail 1 ounce stamp is increasing by $0.01 to $0.46.

For full information on the new changes - and how to best use USPS mail classes for your business, click here to download a comprehensive PDF from Dymo Endicia

Small business gets commercial base discounts on shipping when they use electronic postage for their shipments. I use Dymo Endicia's Dazzle software and they have given me a discount link for my readers. Click here for a code for a free 60 day trial.

Note that the USPS receives no tax dollars for operating expenses and relies on the sale of postage, products and services to fund its operations.

Best Practices: 10 Ways to Avoid Email Overload in 2013

Email is possibly the biggest time-suck for most of us. It's good to remind ourselves of the best practices now and then. I came upon this valuable post from 2011. The recommendations are as valid today as they were then.

Most people I know share a common complaint - too many emails! However, I observe many people creating extra work for themselves in their haste to plow through it all. The results include miscommunication, slow response times, and even more emails!

I'm generally on top of my emails and my inbox only contains the current day's messages. I doubt I'm any less busy than the average person, but I do follow a few simple tips.

1. Think before you "Reply All"
   A boatload of our extra email comes from people hitting the "Reply All" button, even when "All" of us don't need to see the message. Only use this feature when necessary.   
2. CC and BCC cautiously
   A close cousin of the "Reply All" problem is the CC and BCC. Copy someone who doesn't need to be copied and you risk having them add more unnecessary emails to your inbox.
3. Read carefully before responding
   A lot of unnecessary email traffic comes from people sending partial responses to emails. In their haste to reply, they may miss a key detail. For example, I recently emailed a friend who invited me over for dinner to let her know I was available on Friday, Saturday, or Sunday. I asked her to choose the day that worked best for her and her husband. She replied, "We can't do Friday, but we can do Saturday or Sunday." Ugh - now I have to send a second message and she'll no doubt send a reply. Two additional emails would have been avoided if she had simply selected the day that worked best for her.
4. Write concise but thorough messages
   Think of a question your recipient may have about your email and include the answer in your message. A short, well-written email leads to less back and forth which ultimately reduces your email load.
5. Describe what you want in the first paragraph
   Make it easy for your recipient to understand what you are looking for. Put any request for action or information in the first paragraph of your message so it won't be missed.
6. Email isn't for conversations
   Look at the messages in your inbox and see how many are from the same conversation. Do you need to discuss something with a colleague? Pick up the phone and knock it out.
7. Write descriptive subject lines
   The subject line should give the reader a clear idea of what the message is about so he or she can determine how quickly to read it. A descriptive subject line also reinforces what you are asking the reader to do.
8. Set rules to automate email management
   Outlook and many other popular email programs let you set rules to automatically manage certain types of emails. For example, you can have all your email newsletters automatically routed to a "Reading" folder that you can check once or twice a week. This unclutters your email box and allows you to get to those lower priority items when you have a free moment.
9. Use one program to manage all your email addresses
   Many of us have multiple email addresses, but that doesn't mean we can't get all our messages in one place. This allows you to manage just one email inbox instead of several. I have rules set up in Outlook that route messages sent to my secondary email addresses to special folders so they don't get mixed in with messages sent to my primary account.
10. Check email only a few times per day
    Constantly checking your email every time a message arrives is a huge distraction and productivity drain. Instead, set aside blocks of time to focus on email and power through your messages. Force yourself to make a decision about each message (respond, file, or delete) rather than just leaving it sitting in your inbox for later. You'll find this approach allows you to write better messages, get fewer responses in return, and dramatically reduce the number of emails in your inbox.

via toistersolutions.com

Actionable Takeaway: Four Professional Social Media Commerce Secrets

Here are four marketing strategies you don't want you to forget. Commerce is your goal — but "social" will get your business front and center with prospective customers. Include videos and engaging content on your website, and interact on other sites and blogs.

• Keep your website fresh: With all the pressure about posting in social media, keep in mind that ultimately you need to direct visitors to a core website where they can learn all about your business — and make purchases. Create a web presence that reflects your business and your company culture. Make it accessible and engaging.
  
• Include instructional videos: Build a library of Facebook videos or YouTube uploads that pertain to your business and demonstrate your products. Link to these videos from your website and post them on your Facebook business page.
  
• Friend and tag other businesses on Facebook: It's just as easy to tag friends on your Facebook personal page and fans on your business page, but you can also tag other business pages as well. See the screenshot above. Go to friendly businesses and "Like As Your Page." Be social — and help spread the word — by including other businesses in your posts.
  
• Make social media fun: Keep the social conversation going. Post more often on a couple of sites instead of posting rarely on many. Aside from posting relevant content regularly (and not self-promoting all the time), reply to those who post to your accounts. Answer and ask. The most desirable social media personas are those who interact regularly.

Let's talk on Twitter! You'll find more tips in my book pictured below, "Social Media Commerce for Dummies"

Social Media Commerce: Make it Easy for Your Customers to Do Business with You

December 4th, 11 AM PST / 2 PM EST  - Live Chat with Marsha Collier

Are you struggling to gain new customers or earn repeat business from existing customers? It could be because you’ve made the process of doing business with your company too difficult – everything from product discovery to customer service to ordering, payments, delivery and merchandise returns. Join us to discuss how social media commerce can make doing business with your business easier for customers. 

Submit your pre-chat questions, and add the event to your calendar so you don’t miss the conversation. The conversation will take place at the Endicia Thinking Forward Website on December 4th, at 11 AM PST / 2 PM EST.

This Live Webcast precedes the publication of my latest book, Social Media Commerce For Dummies. It's one that will help your business build revenue and customer base through social media. Please join me - and be sure to post some pre-chat questions on the Endicia website.

5 Essential Tactics for Maximizing your Profits For eBay and Online Holiday Sales

        Post by Marsha Collier

Want to succeed as an online seller? Too many folks try to tell you how easy it is. Bottom line? It isn’t easy – especially the part where you actually try to make a profit. You have to keep up with changes in the market— like shifts in consumer buying behaviors— study from tried and true experts, and practice!

The best place to get a feel for online selling is on eBay. I’ve written many bestselling books on the subject, and I’m a Top Seller on the site. Remember that you can’t make a dime if you don’t actually list anything, and you probably won’t be successful without making a few mistakes. But, you can also learn from the successes and mistakes of others. So in this post, I want to offer some advice on how to create listings that sell – and how to earn the most profits from those sales!

• 1. Listing title. Nothing is more important than your title. You’ve no doubt heard about SEO (search engine optimization). Well, you can apply these same practices on eBay to increase sales. It’s all about “keywords” – the terms people will use to search for your item. Note that rarely would anyone search for a “beautiful” sweater. More than likely, someone would search for a sweater in a certain size, color, fabric, brand name, sleeve length – get it? Do not waste your 80 characters (total allowed on eBay for your item title) on fluffy adjectives or adverbs. The item title does not have to be a proper sentence; instead, be sure to make the verbiage descriptive with practical details. Since eBay buyers see less than the full title listing when browsing (mobile only shows 25 characters), keep the less important words at the end. Search will find the matching words anywhere in your title when someone searches for them.

Bonus Tip: Use tools like Google’s Keyword Tool (used by advertisers who place ads with Google) or Title Builder, an accurate eBay-centric search tool to identify top keywords people search for.

• 2. Pictures. You may post up to 12 pictures at no charge, but most new items can be illustrated completely in just two clear, well-lit photos. Be sure the photos you upload are at least 500 pixels wide or you run the risk of eBay rejecting them. Use multiple photos if you are selling a collectible or rare piece so that you cover every possible angle. Be sure to photograph any flaws so the customer can effectively evaluate an item’s condition before bidding on or buying vintage items. If you would prefer to show images within your description, go to the HTML description builder and use the code <img src=”URL of the photo on the web” height=”height in pixels” width=”width in pixels“>. When shooting images of jewelry, coins or anything detailed, use your camera’s macro setting. Do not use any fancy backgrounds that may distract from your item. 

Bonus Tip: To accurately portray colors of metals, use a Cloud Dome (or Cloud Dome Nimbus for smartphone cameras). It holds your camera steady and uses a mathematical formula to reflect light at exact angles for the best images possible.

• 3. Price it right! Check eBay’s completed listings search to see if your item actually sells well on the site and how much similar ones have sold for in recent auctions. Prices and trends may change by the minute and there is no point in listing when an item isn’t selling well. Check current listings too: How many sellers are selling your item? And at what price? As with any market, eBay items sell based on supply and demand. Choose your items carefully, price strategically and put slow selling items in your store. If you have a bit of wiggle room in your pricing, consider using eBay’s “Make Offer” option when listing. This way you can determine the sale price based on a customer’s offer. You can make up to 3 counter-offers to a buyer. Free shipping is also a good strategy for attracting customers and can make your listing seem more appealing than another seller with the same or a similar item – buyers feel like their money is going further, and there’s no guessing as to what cost the final invoice may reflect.

Bonus Tip: Double check your profit margin before you list. Although eBay has fee calculators, one of the best I have found is at http://salecalc.com/ – this tool takes all fees and expenses into account and gives you an accurate picture of how much you will make on your item if you sell it at a certain price point.

• 4. Don’t ignore the value of Customer Service. Good customer service will set you apart (and give you a leg-up on the competition from big brands) by letting the customer know you care. Communicate with your customer, even within your description. Let the customer know you are invested in their happiness with the purchase. Sell to international customers; American goods are very popular overseas. Putting the customer first through stellar customer service promotes repeat business and helps you reach the goal of Top Seller Status (where you receive a 20% discount on final value fees and are advantaged by eBay’s Best Match search algorithm). Find out more about Top Seller Status here.

Bonus Tip: Print out “thank you” notes and include them in your orders. Include information about you, your website or other merchandise you carry. Consider also offering customers a discount on their next order.

• 5. Ship the item out FAST! Know when your auction listings are scheduled to end, and be prepared to immediately pack and ship any items that have sold. For “Buy It Now” listings, set aside a few minutes each day to take care of shipping needs. Once the customer has sent you money, the item belongs to him or her – it no longer has a place in your inventory area. Keep a stock of shipping supplies (padded envelopes and free Priority Mail® packaging here) that match the items you sell. Use First Class mail whenever possible for items less than 13 ounces and send them in a bubble wrap envelope to save on weight. When it comes to shipping costs, box weight can make a big difference, so you might consider Priority Mail® Flat Rate Boxes, depending on the size and shape of the item. Priority Mail® Regional Rate Boxes can also be an economical option, depending on your shipping destination. Use the postal zone charts at this link to calculate shipping rates from your ZIP Code. Remember, Top Seller Status, which can increase your profit margin, is impacted by how buyers rate your shipping time and shipping costs.

Bonus Tip: As your business grows, no doubt you will sell on other sites like Etsy, Amazon, Facebook or your own website. Keep all your shipping records in one place: on your computer. Use this link for a 60 day trial to DYMO Endicia and see how easy postage and shipping can be. http://bit.ly/free60days    

via thinkingforward.tumblr.com

 

Live Webcast Chat: How to Mine $ocial Media

Tuesday, October 30th, 11 AM PST / 2 PM EST

Can social media be used to help you make money? Yes it can. I've learned a lot while writing my upcoming book, Social Media Commerce For Dummies and I want to share with you. Submit pre-chat questions or ask them live. Let's share strategies and tactics to help your business make the most of social commerce.

Live broadcast by Ustream

The conversation will take onthe link above on October 30th, at 11 AM PST / 2 PM EST.

via thinkingforward.tumblr.com

 

Why 90% of Small Businesses Use Social Media [INFOGRAPHIC] / Social Media Week

This coming Thursday, I will be on a panel with some very smart folks at Social Media Week in Los Angeles: Social CRM: Hurdles Along the Path to Measurable Social Marketing Programs. We will be visiting the ROI for brands online. Below is some information that covers some of my thoughts:

A survey of 600 small business owners across the United States indicates that 90% are actively engaged in social networking sites and 74% perceive social networking as valuable — if not more valuable — than networking in-person.

When 42% of owners say that 25% of new customers discovered them through sites such as Facebook and Foursquare, it is crucial that your business is online and social.

But the news is not all merry, as 58% of surveyed owners said they struggle with promoting their Facebook pages — if they have a page at all.

The takeaway is clear. You need to be where your customers are. Forget what your competitors are doing, as their customers are different from your customers. You also need to integrate internet communications into your normal routine of business networking.

via socialmediatoday.com

 

Quickly Research Facebook Competition by Checking Fanpage Likes Tab

On Facebook, demographics are everything. Knowing your fan base, and the fan base of your competitors can mean the difference between creating engaging page content or failing to connect with potential fans.

Here is a quick way to get the inside scoop on your Facebook competition to make sure that you’re targeting the right audience with your Facebook page content.

Step 1 – Identify your Facebook competition

Though this is rather self-explanatory, it makes sense to keep an eye on your Facebook competitors. What brands are operating in the same space as you? Identify them and “Like” their pages. Take note of what they post, how they engage, and what kind of content they share with their fans. (To do this you must visit them from your personal Facebook profile, not your business page)

Step 2 – Visit their Facebook Page and Click on the “Likes” tab

On each Facebook page that is timeline enabled, personal users can click on the “Likes” tab at the top of the page to get a quick snapshot of the company’s fans. This is where you gather the data.

Click the Likes tab to view a snapshot of your competition’s fans.

Step 3 – Study Like Data to Determine the Fan Base

After clicking the Like tab, you’ll be presented with a nice summary of your competitor’s fan page data. Take note of it, and compare it to your own page’s analytics. What do you see in common? Are you reaching the same audience? Do you have similar peaks in traffic? Maybe you have nothing in common with your competitor’s page. This could be good or bad, depending on which page has the most engaged users, or those “talking about the page.”

Obviously, Facebook doesn’t reveal all the statistics of other fan pages, but with this limited information, you should at least be able to identify strengths and weaknesses between your page and your competitors’ pages. Use the data to inform your content decisions, and finally, don’t forget to keep checking in on your competitors. Facebook is always changing, and so are page management strategies. By checking your competitors’ Like tabs, you can at least be sure that you’re operating within similar demographics.

Do you know your Facebook competition? What are you doing to stay competitive?

via fanpagetoolkit.com

10 Things Your Customers Wish You Knew About Them [Infographic]

What does it take to deliver outstanding and above and beyond customer service? The simple answer: An incredible understanding of how your customers think. Spending lots of time with your users and customers every day is one of the most important things I believe.The infographic below has some points to remember:

One of the things I’m trying to do as much as possible is to learn about other ways to understand more about users and customers. What are some of the things you have learnt over the past that made a difference interacting with a company? What was the absolute best experience you had in your life speaking to a company? Would love to hear your thoughts in the comments.

Source: HelpScout

via blog.bufferapp.com

 

10 Things You Don't Know About the Seller Community: Happy Birthday eBay!

In honor of eBay's 17th birthday, I thought it'd be fun to recap some memorable moments from the past 17 years since Pierre Omidyar launched the company during Labor Day weekend 1995. While I'm not (and never have been an employee of eBay), I'm thrilled to have been part of the eBay Community since those very early days! (I’ve also included a few tips below to help improve your selling strategies and operations)

During eBay’s Q2 earnings conference call, CEO John Donahoe stated: “This is the strongest performance we’ve seen out of marketplaces since 2006.” eBay is clearly reclaiming its reputation with buyers as the world’s best person-to-person marketplace. If you’ve been on the bench about selling, it’s time to get into gear and start listing!

1. The most popular auction selling format is the 7-day auction, although auctions generally are losing traction with today’s “on-demand” shoppers. (The best use for auctions is still rare and one-of-a-kind items). Fixed price listings represent the highest revenue-generating format on eBay, accounting for 65% of sales by total dollar volume.
2. eBay has 105 million registered users in 39 markets around the world, and international sales volumes in Q2 2012 totaled close to $10 billion, driven by strong growth in Europe and Asia-Pacific. If you are selling as a business versus a hobby, it’s worthwhile to consider shipping to international buyers. DYMO Endicia’s solution helps make this virtually painless.
3. 600,000 new customers made their first purchase via eBay Mobile in Q2 2012, and eBay estimates that for all of 2012 there will be $10 billion in transaction volume through eBay and PayPal mobile, more than double 2011. As a seller, when you create your listings, this means you should make them concise, but still clear and accurate.
4. While mobile is great for buyers, post your listings from your computer using the full-featured listing form so you won’t leave out pertinent details. When complete, view your listing on the eBay Mobile app to be sure it translates well, then go back to your computer to make any necessary modifications. Mobile apps definitely have a purpose, but take time with your listings so you can get the highest price possible for your items.
5. Customer service, not just listing volume, is a key condition for attaining Top Seller status. Accurate and friendly communication, quickly getting packages out the door and free shipping options are all factors buyers consider when making purchases. Top Sellers now represent 50% of eBay’s gross sales volume, and this number grew 22% over last year.

Networking Your Small Business Target Audience in Social Media

Social networking demands the attention of today’s small businesses... right along with online reviews and customer feedback. But, with time at a premium, where should you go to reach your customers and maximize your social media efforts? Articles all over the web tout one site over another, claiming this one is best or that one will draw your customers’ attention. What’s more, there always seems to be another emerging social media platform around the corner. Is it any wonder that small businesses get confused about where to focus their time?

Even before you make your initial foray into social media, defining objectives should be your first step (hint: stating that you want to increase sales is too general). Return on investment (ROI) will be different for each business depending on your goals. Drawing shoppers to eBay, a Facebook store or your website may each take on a slightly different tack.

Before you start utilizing a social media channel, you also need to understand and know your customers. You find them where they spend time on the Web and reach them with content appropriate for the various platforms. Keep in mind that social media channels are designed for “social networking,” not broadcasting – you must interact with fans and followers. Pepper your promotions not more than one in six of your posts on a particular platform.

Here’s a quick overview of the top social media communities you might want to be part of with your business:

• Facebook. Facebook is personal. Here you need to reach customers on a personal level. Sharing information or facts that relate to your business and to customers’ everyday lives will bring you more likes and shares. Graphics and photographs are very appealing to this audience.
• YouTube. YouTube for ecommerce is all about demonstrating your products. If you have a product that would benefit from demonstration, by all means make a short video. Embed or link to that video on your other social media channels.
• Twitter. The short message service that has taken the world by storm is a great way to build your online community. But to be relevant and build trust on Twitter, you need to spend time online meaningfully contributing to the conversation, not just posting links to your website or to items for sale. Respond to questions and re-tweet comments or facts of interest. Your goal is to sell to a community, not to become a spammer.
• Google+. If you deal in technology and deal internationally, Google+ may be ripe to help you find new customers. The site slants highly to men and the bulk of the participants on the site are in technical fields. The number one occupation on the site is Student, and only 32% of users are in the United States. All that said, it is a perfect platform to interact with those who appreciate technology. Engage with long-form posts and video content. Take advantage of Hangouts to build your reputation as an expert in your category.
• Pinterest. The jury is out as to whether Pinterest is truly monetizing for the small business. Post selected items (by no means every item you sell) and be sure the links are updated to direct to the actual item for sale in your online store.

The Psychology of Social Commerce: Mental Rule of Thumb for Shoppers

The topic of the book I've just finished writing is social media commerce. This infographic guides you through the process I've covered ...

The proliferation of social media has led to a new form of e-commerce: social commerce. Psychologists have analyzed the thoughts and behaviors of “social shoppers” to determine what drives them to a purchase.

via thinkingforward.tumblr.com

How Facebook Interest Lists Can Help You Curate Content

Facebook has now provided a way for you to curate content right on your Facebook page via their new Facebook Interest Lists functionality.  When you log in to your present Facebook News Feed you have access to aggregate content from your Friends and individual pages you’ve “liked” that Facebook’s Edge Rank (an algorithm) deems relevant to your account.

Facebook has created Facebook Interest Lists to give you another way to access targeted content via their platform by creating your own personal (or brand) newsfeed comprising individuals or pages that you want to receive information from.

To Create Facebook Interests Lists:

You will easily find “Interests” at the bottom left of your page at the bottom of the column. Just click on it and Facebook will open a page like this image below with preselected Suggestions broken out in Categories, which also shows you the Number of Subscribers and any Friends that you may have.

“Suggestions” which are optimized for your account are at top of page and then these Categories:

• Art
• Books
• Business
• Causes
• Entertainment
• Food
• Games
• News
• Politics
• Sports
• Technology

 

Note in this screenshot above you have the ability to do a Search as well and then create a list of your which will show your Friends and Pages you are connected to via your account:

Once you’ve selected your Friends, Pages, Subscriptions or Individuals from the Specific Categories name your list and then save it. Note: you will also be asked if you want this Facebook List to be Public, Friends or only Yourself.  Select these options and then hit save.  As soon as you complete the process you will be taken to the Newsfeed of this List, enabling you to check how you set it up.

How Brands Can Generate Marketing ROI using Facebook Lists:

• Your aggregating the best or optimum content for your audience. If you make your list public others can see and then subscribe to your list, which generates exposure.
• Make sure you add yourself to your list of course – this helps to also create broader exposure for your brand and Page.
• Like anything social media marketing process – try to niche in as much as possible. Expect millions of lists to be built moving forward. So, in your self-interest to make sure your list is curated for a specific niche, geographic location or market segment.
• Remember, the more Friends who sign up for your lists the exposure your lists will generate and they will also garner more authority your lists have when others are searching.
• Bit off topic but related – make sure you have your Facebook Settings set up so others can Subscribe to your public updates. This is a simple check box. Will help to drive more engagement moving forward.

Think of Facebook Interest Lists as valuable content curation that is effective for your Facebook page but that can also be used as a content source for your other social media profiles and accounts.

via linkedmediagroup.com

 

10 Reasons Your Website Needs to Focus More on Customer Service

Customer service is a major factor in a customer’s overall satisfaction with a company. Consumers want to be assured that the company will back its product or service and be there to assist them when they have a problem or question. Since so much business is being conducted online nowadays, there’s an even greater need to know that the companies we do business with won’t be giving us the cold shoulder when we call with a problem. Here are ten reasons why websites need to focus more on customer service:

1. Competition – In e-commerce, and in all business, there is often little that sets one company apart from the competition. Pricing and product quality being essentially equal, consumer choice will come down to customer service.
2. Consumer Confidence – When a consumer makes an online purchase, he surrenders the convenience of having a local merchant to deal with. He needs to know that there will be someone there for him when he has a problem since he won’t typically have anyone nearby to handle it.
3. Social Networking – Word gets around fast these days, and that includes bad reviews about a company’s service. Nothing can shut down an otherwise successful venture like a bad reputation; and on the internet, a reputation can be established, and taken away, literally overnight.
4. Volume – The amount of commerce conducted online is at an all-time high and continues to grow. The more transactions that a website handles, the more likely there will be mishaps – incorrect billing, wrong items delivered, product defects, lost orders, etc. The need for a strong customer support team increases with the volume of business a company does.
5. High Expectations – Because of the wide open market that the internet provides, competition is stiff in virtually every service or business. Consequently, consumer expectations are high. There is zero tolerance in today’s business market for poor customer service.
6. Low Perceptions – Conversely, with so many businesses outsourcing their customer service resources overseas, public perception of the average customer service rep is at an all-time low. Being a company known for great customer service can be the defining factor for why consumers choose you over everyone else.
7. Availability – Customers now have so many avenues by which to contact a business – email, phone, online chat, Skype, and even social media – there’s no excuse for inaction or delay on the part of customer service personnel.
8. Cost-Savings – Forward-thinking businesses learned early on that by providing online tech support via  FAQ’s, downloads, operator manuals and help forums, not only did their customer satisfaction index improve, so did their bottom line.
9. Customer Loyalty – Repeat business is essential to the success of a company. There are only so many people that you can sell to one time. What brings people back, what sets a company apart more than anything else, is customer service.
10. Representation – As click-and-mortar entities replace the brick-and-mortar legacy businesses, the face of the company becomes those individuals with whom the customer interacts. In most cases, that’s the customer service rep. The customer service representative is just that – a representative of who you are as a company. That’s no place to skimp if you want to succeed.re

via the smart folks at longhornleads.com

I couldn't have said this better! Word spreads fast in social media and customer service promotes your business best. Join us for the Cusomer Servic chat on Twitter #custserv Tuesday at 9p ET/6p PT

Ways to Boost E-Commerce Profitability: Free Webinar

I'm going to dish some inside social commerce strategies with DYMO Endicia* Brand Manager, Vivian Li on July 17. We're also going too give you advice on how to achieve success for your e-commerce business in today's erratic marketplace. We will go over the fine points of the importance of social commerce and how to apply best practices for managing your online business. So if you have missed my presentations at eBay conferences lately, be sure to attend. 

During this webinar, we will guide SMB owners how to boost e-commerce profitability by:

• Expanding your web presence through social commerce 
• Delivering great customer service and winning repeat customers 
• Increasing your profit margins and customer satisfaction through efficient shipping 
• Simplifying shipping and mailing while taking advantage of cost savings with USPS 
• Optimizing your online listings  
• Going global and learning about International shipping methods 

Reserve your place by clicking here NOW! By registering you will be entered for a chance to win one of 20 copies of my Ultimate Online Customer Service Guide: How to Connect with Your Customers to SELL MORE!

*DYMO Endicia is a leader in the electronic postage market and a trusted partner of the USPS for over 25 years.