Tag Archives: social media

It’s Not Just About Happy Customers; Angry Customers Matter Too

31 Mar

All companies — large and small — treasure and understand the value of their happiest customers. The number and loyalty of these customers is often the difference between success and failure.

But, how should we deal with angry customers? As a general rule, we should not give up on them until we understand their feelings and try to turn those negative feelings around.

Consider these observations from Vision Critical, which provides a cloud-based customer intelligence platform that allows companies to build engaged, secure communities of customers:

“The value of your happiest customers is well understood, but the influence and potential of angry customers should not be underestimated. On average, Americans tell nearly twice as many people about negative experiences as positive ones, and the anger of the social media-empowered customer can easily go viral and inspire a movement. Of the millions of people who post tweets about customer service every week, 80 percent are negative. All it takes is the right hashtag at the right moment to turn one person’s gripe into a social media maelstrom.”

Take a look at this in-depth white paper from Vision Critical.
 

Vision Critical

 

Measuring Public Relations Effectiveness

30 Mar

How effective are a company’s public relations efforts? The answer to this question has become even more complex in this era of online viral marketing and word of mouth. It’s not enough to just count mentions, etc., as we did in the past.

According to Onboardly, a demand marketing agency that helps small and medium-sized companies fast-track visibility, brand awareness, and lead generation by working at the intersection where public relations, content marketing, and social media meet, to deliver marketing that gets results:

“PR is still a mystery to many. Press releases. How some make it onto TechCrunch and others with equally great products or stories remain unknown. Say the words ‘PR Metrics’ and you’ll get an even more quizzical face in response.”

“Some question the value of PR for their business and well. PR metrics are what demonstrate the need and the effectiveness for tactics such as earned media, influencer relations, content marketing, and good old-fashioned press mentions. We’re firm believers in the power of PR to make big things happen – no matter how small the company or the size of the budget.”

We’ve developed this infographic as a way to explain a bit behind what PR is as well as what it can do.”

 
PR Metrics That Matter
 

The World’s Most Ethical Companies According to the Ethisphere Institute

29 Mar

There are various reports about the most ethical firms in the world. One of the most comprehensive such reports is compiled by the Ethisphere® Institute.

According to its Web site:

“The Ethisphere® Institute is the global leader in defining and advancing the standards of ethical business practices that fuel corporate character, marketplace trust and business success. We have a deep expertise in measuring and defining core ethics standards using data-driven insights that help companies enhance corporate character. Ethisphere believes integrity and transparency impact the public trust and the bottom line of any organization. The World’s Most Ethical Companies is a distinction that honors superior achievements in transparency, integrity, ethics and compliance.”

“The World’s Most Ethical Companies® designation recognizes companies that truly go beyond making statements about doing business “ethically” and translate those words into action. Honorees not only promote ethical business standards and practices internally, they exceed legal compliance minimums and shape future industry standards by introducing best practices today. In 2015, 132 honorees were named spanning 21 countries and five continents and representing over 50 industries. In its ninth year, the list includes 15 nine-time honorees and 11 first-time honorees.”

Of the 132 honorees for 2015, 100 are U.S.-based companies!

Click the image to see the 2015 honorees, designated by industry as well as alphabetically.
 

 

Social Media Posts and Interaction: A HubSpot Study

28 Mar

How well do industries do in their social media engagement? Is the frequency of posting related to the level of audience participation? HubSpot recently conducted a research study on this (“2015 Social Media Benchmarks Report”). The full 49-page report may be accessed for FREE by filling out a simple form. THE RESULTS MAY SURPRISE YOU!!

As summarized by Ayaz Nanji, writing for MarketingProfs:

“Businesses that post more often to social media do not necessarily generate more engagement per post, according to a recent report from HubSpot. The report was based on HubSpot social media data for 7,000+ businesses in nine industries (real estate, healthcare, hardware, nonprofit/education, manufacturing, business/financial services, consumer goods/retail/E-commerce, marketing services, and software/technology).”

“There is no positive correlation with industries that publish more social media posts per week and interactions per post, the analysis found; in fact, there’s a very slight negative correlation. Businesses in the two industries that post the least (consumer goods/retail/E-commerce and manufacturing) have two of the highest interaction per post averages, whereas companies in the industry that posts the most (real estate) have the lowest number of interactions per post on average.”

Take a look at these three charts from HubSpot. Click them to read more at MarketingProfs.
 

 

 

 

The State of Wearable Technology

27 Mar

To date, the current popularity of wearable technology seems to be more of a company and media public relations campaign than based on actual sales revenues. In many cases, firms have not met their sales goals for the latest in wearable technology; and consumer interest is far less than expected. This is in some part due to consumers questioning whether they really need wearable technology when they have the most-advanced smartphones which are capable of doing so much.

Although some firms have succeeded with their wearable technology, Google has virtually withdrawn Google Glass from the marketplace. So, it will be interesting to see how Apple fares when it introduces its high-tech watch next month.


 
Take a look at the following infographic on wearable technology to see how far we have come in the last five-plus decades. The infographic is by Mashable.
 

 

How Should Companies Respond to Tweets on Twitter?

25 Mar

With the growing popularity of Twitter as a business communications platform, companies have various decisions to make — including these: Does every tweet mentioning the firm’s name require a response? How should firms respond to positive tweets? To negative tweets? How fast should a firm post its response to a tweet?

LeadSift (“Our technology sifts through massive amounts of social data so brands can easily identify customers and engage with them in context.”) recently conducted an important research project on these topics:

“Is it better to answer an irate customer on Twitter, or take the conversation to E-mail? Should you include happy faces in your tweets, or keep them professional? There is no end to the questions that businesses have when developing their Twitter engagement strategy, so we decided to help. LeadSift examined over 10,000 randomly selected interactions from brands and small and medium-sized businesses on the LeadSift platform to see what works, and what doesn’t, when engaging with customers. Take a look at the following infographic for 10 research-backed ways to improve your Twitter customer engagement.”

And click the infographic to read a lot more.
 

 

An Infographic Dictionary for Business Founders

20 Mar

Often times, the lingo involved with startups is in a class by itself. So, what terminology is essential for business founders to know?

As Pedro Sanchez de Lozada writes for Udemy, an online educational firm:

“Silicon Valley not only has its share of startups and founders. It has its own lucrative lingo. Outsiders need time to adjust to such new-found words. Though we see this same lingo popping up in places like New York, Boston, Portland and LA, the Valley is home to some of the most outrageously butchered start-up buzzwords.”

“If you are just visiting, here for a long-term stay, or moving all together, I suggest you become familiar with how the left coasters chat. You may need to know this at your next pitch. Oh, and more importantly, don’t take these definitions too seriously.”

Check out Udemy’s “Founder’s Dictionary.”
 

 

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