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Do’s, Don’ts & Marketing Etiquette of Community Managers

15 May

SocialCustomerService

I have spoken before about the importance of an ambassador for your social media as a brand and with the role, comes a certain amount of responsibility. Social Media has become one of the biggest platforms for customer service and with it comes it’s own set of rules.

The core of any good social customer strategy is conveying to customers they have been heard and you are doing something about the issue. A combination of speed, accuracy and impact will lead to customer satisfaction, and open opportunities down the road. Here are some very basic guidelines about how to approach your brand’s public voice.

Do’s

  1. Start and join conversations
  2. Be generous and promote others
  3. Engage with experts, advocates and customers
  4. Share great content
  5. Reward your fans with special discounts and promotions
  6. Ask customers directly for their feedback about your product or service
  7. Encourage engagement by responding to the people who answer

 

Don’t

  1. Use social media to ‘push’ products. Suggestions in context of service or support are fine, if carefully handled; blatant  marketing is a no-no
  2. Lose focus: be present, responsive and consistent
  3. Be defensive. Respond with respect and let the customer know you’re listening and understand.
  4. Respond too quickly. Listen first and then decide if a response is warranted. Figure out if this is a loyal customer or a detractor of your brand

 

Manners and Etiquette

  1. Listen first, talk second
  2. Be yourself, this is a conversation
  3. Show and expect respect
  4. Never use bad language
  5. Apologise with sincerity
  6. Be polite; follow normal social norms, just like offline
  7. Identify yourself as an employee, do not make anonymous recommendations on behalf of your company

Remember with great power comes great responsibility….

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LinkedIn confirms purchase of social news reader Pulse

12 Apr

Gigaom

LinkedIn(s lnkd) confirmed Thursday that it has acquired the social news reader Pulse, explaining how the company wants to use Pulse’s tools to improve the content on LinkedIn’s site. AllThingsD had previously reported that the acquisition would take place, and LinkedIn put the price tag at $90 million, which fits with what Om’s sources told him last month.

LinkedIn explained the acquisition in a press release, noting that the demand for content on the site that relates to people’s professions is growing, and that the Pulse team can help LinkedIn improve the types of news people are seeing:

“We believe LinkedIn can be the definitive professional publishing platform – where all professionals come to consume content and where publishers come to share their content. Millions of professionals are already starting their day on LinkedIn to glean the professional insights and knowledge they need to make them great at their…

View original post 197 more words

Microsoft brings 3D maps to Excel users

12 Apr

Gigaom

The PC market might be a hot mess right now, but anyone using a Windows machine for data analysis might be rejoicing a bit thanks to a new Excel add-on called GeoFlow. It’s a tool for visualizing geospatial and temporal data, a use case that’s only going to become more common as the internet of things becomes more real and sensors make when and where are as critical as how much.

And now, if you have up to a million rows of these types of data and are on a newish Windows machine, GeoFlow will let you plot the data over Bing Maps. The visualizations actually look pretty good, and time lapse capabilities are always good when time is a variable.

GeoFlow_StoryLevel_1

I also like Microsoft’s focus on using the tool for storytelling, citing the ability to share findings through “cinematic, guided video tours.” Even though visualizations are getting much…

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eBay’s PayPal and Magento join hands to offer a mobile payment service

11 Apr

Gigaom

When eBay(s ebay) bought Magento in 2011 it gained an e-commerce platform that merchants could use to create custom online stores, but eBay has largely kept Magento separate from its most famous e-commerce acquisition, PayPal. That’s now changing, though, as the two are announcing a partnership to integrate PayPal’s m-commerce and mobile payments technology with Magento’s service.

In an upcoming blog post Wednesday, PayPal CTO James Barrese said his company is creating two new extensions for Magento’s 150,000 merchants. The first, called In-Aisle Selling, hooks PayPal’s point-of-sale mobile payments service Here directly to a merchant’s store. Here lets a salesman to take a credit or debit card payment anywhere in the store with PayPal’s triangular magnetic reader, while Magento’s ordering and inventory system pulls down all purchase and customer details.

The second extension is called Order Ahead, which lets merchants set up shop in PayPal’s mobile app. In January, PayPal…

View original post 135 more words

Dropbox adds single sign-on support to woo more business users

11 Apr

Gigaom

Business workers hate, hate, hate having to sign onto multiple services — cloud-based or on premises — with different passwords and credentials. That’s why Dropbox is bolstering its business version with single sign-on or SSO capabilities. First, it’s supporting the Security Assertion Markup Language (SAML) which means if your IT people have set up a SAML federated process in the office, you can sign on once to access all those affiliated applications.

It’s working with identity management experts — Ping Identity, Okta, OneLogin, Centrify and Symplified — to bring SSO to those users. And, in case it’s not clear that Dropbox wants to attract business users, it’s re-christening Dropbox Teams as Dropbox for Business. Got it? Good.

IT admins can already integrate Dropbox with Microsoft Active Directory, the directory services scheme used by many companies, to automate the creation and removal of Dropbox for Teams accounts from…

View original post 273 more words

Facebook expands ad targeting, will let partners show ads based on web activity

11 Apr

Gigaom

Facebook(s fb) has further refined its ad-targeting capabilities, announcing on Wednesday the launch of “partner categories.” This new feature will allow advertisers to target more specific groups of people on Facebook and serve them ads based on their activity across the web, rather than just their activity on Facebook, using data from third-party providers.

It’s no secret that Facebook is working to build out its platform as an advertising service, slowly increasing the types of ads that different companies can buy and the ways in which they can target specific groups of people on the site.

The company explained what this will look like from a consumer perspective in the blog post published Wednesday morning:

“For example, a local car dealership can now show ads to people who are likely in the market for a new car who live near their dealership. To date, advertisers have been able to…

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Silicon Valley’s top VCs line up to fund Google Glass developers

11 Apr

Gigaom

Google Glass (s goog) hasn’t even hit stores yet, and already top venture capitalists are ready to fund the people developing cool uses for it.

google-glasses-featuredGoogle debuted Google Glasses to developers back in June 2012 at its Google I/O conference, and companies have already started thinking about how they could build a more connected internet of things and roll out specific apps for the technology. And on Wednesday, some of Silicon Valley’s most prominent investors declared their financial support.

Bill Maris, managing partner at Google Ventures, Marc Andreessen of Andreessen Horowitz, and John Doerr of Kleiner Perkins announced Wednesday that they’re together launching The Glass Collective, an effort to provide seed funding for people who are developing interesting uses for the technology.

Maris explained in a blog post why the investors think it’s important to support the idea:

“So what will the future be with Glass? Well, the truth is…

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Foursquare closes $41M debt financing, ups the ante on a high-risk gamble to own local recommendations

11 Apr

Gigaom

Foursquare announced on Thursday that it has raised $41 million in financing from a group of venture funds, but in an interesting twist the funding is convertible debt rather than equity. To some, that reinforces just how much pressure the company is under to show that it has an actual business, and that it can someday generate enough value to justify the financing it has already raised. In other words, the company and its investors have upped the ante on an ambitious bet.

BusinessWeek broke the news of the Series D funding round early on Thursday, an article that was quickly followed by a post from founder Dennis Crowley on the official Foursquare blog — entitled “Continuing Foursquare’s Growth” — and posts from two separate partners at one of the company’s main financial backers, New York-based Union Square Ventures.

Crowley compares the challenges to Google

In his post, Foursquare founder…

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Nominations are now open for the 2014 TED Prize

11 Apr

TED Blog

Each year, the TED Prize is awarded to an extraordinary individual with a creative and bold vision to spark global change. Think JR’s global participatory art project, Inside Out, or Sugata Mitra’s School in the Cloud. By leveraging the TED community’s resources to support the winner and investing $1 million in their idea, the TED Prize inspires leaders to dream bigger about what’s possible.

Nominations for the 2014 TED Prize are now open. We’re looking for nominees who know how to capture imaginations and make a measurable impact. We know you share our passion for world-changing ideas. That’s why we’re counting on you to nominate a visionary you respect that is capable of leading a high-impact collaborative action.

From now through June 16, you are invited to nominate yourself or someone else – perhaps a co-worker, a friend, a mentor or even an innovator you admire from afar…

View original post 143 more words

How To Get Your First Customer

19 Mar

customer

Starting a new business is always tough. You have spent hours and hours putting your Business Plan together, sorting out the financing, arranging your office and buying equipment. And the big day arrives you have to get out there and secure your first customer. It all looked so easy when you were planning, but now this is real and doesn’t seem as effortless as you thought.

What practical steps can you take to ensure your business gets off to a flying start?

Put a Plan in Place

If you didn’t write a Business Plan then putting pen to paper is your first step. You have to careful plan what you want to achieve and what you are trying to do. A Plan will help crystalise your thoughts and ideas and act as a spring board for creative thought.

It also will be a useful boost when you come to review your progress against what you set out to achieve.

The key element in your plan is to spell out exactly who your typical customer is going to be. Are they young or old? Well off, or on the look out for bargains? Single or married? Once you have clearly defined who you are after then chasing your first sale becomes easier.

E-Mail All Your Contacts

You may not think that personal friends and family may be interested in your product or service, but don’t forget that they have friends and family as well and so can help spread the word!

E-mail every one in your address book and tell them, if they don’t already know, that you are starting up in business and need their help. In your e-mail describe what you do and the products you offer and request that they forward it to everyone in their address book. For those family and friends who don’t have e-mail, call them; write to them, to officially launch your business. Very quickly word will spread and enquiries and orders will start to flood in.

Ask For a Referral

It’s possible you may have ‘road-tested’ your business before you decided to go full time. In that case you will already have a small database of customers. Ask them if they can provide you with some names of people or businesses whom they think may be interested in what you have on offer.

A referral, or positive recommendation, is a powerful and easy way to give your business a kick start. If you want, why not offer a small gift, or a discount on the next sale, for all customers who refer someone to you? This gesture will further cement your relationship.

Tell Everyone You Meet

Be a walking advertising board for your business! Find any opportunity to tell people, especially strangers, what you do. Be enthusiastic! Have a rehearsed opening which encapsulates everything about the benefits and problems your business offers and solves.

Take your business cards wherever you go and leave them all over the place! Supermarkets, restaurants, shops, anywhere where people will find them.

Be a Media Star

The local newspaper or radio stations are always on the look out for stories which are of interest to the locality. Don’t expect them to run a story along the lines of ‘and today, Joe Bloggs has just started in business doing’. Your story needs to be interesting and have an unusual slant.

Did you travel the world and come up with your idea whilst riding a train in India? Did you have a flash of inspiration following a shocking experience? Carry out a survey which shows that local people are crying out for a service such as yours. Think of something that will grab the editor’s attention and this will increase your chances of appearing in print.

Build Relationships

Don’t be disappointed if you don’t get a sale on the first approach. Sometimes you have to patient. A way of achieving your batch of first sales is to concentrate on building a relationship with your prospective clients. Keep in touch, remind them you are still around and, assuming you have targeted correctly, they may eventually place that coveted order!

If you are about to start your business get planning right now and start to implement some of these ideas to get your new business off to a flying start.

BPW Innovative Business Woman of the Year 2005

Finalist in Midlands and West of Ireland Regional LiveWIRE Young Entrepreneur of the Year Award 2005

Finalist in JCI Galway Entrepreneur Award 2006

Listed in Top 40 Irish Female Entrepreneurs: Image Business 2006

Double Finalist Network Galway Business Women of the Year Award 2006

Listed in Top 100 Women in Business by Entrepreneur Magazine 2006 & 2007

Finalist in the Image Magazine Young Businesswoman of the Year 2008

Finalist Network Galway Self Employed Business Women of the Year Award 2009

Email:   tara@busylizzie.ie

Direct Dial: (091) 399950

Skype: busylizzielifestylemanagement

Website: www.busylizzie.ie

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