Tag Archives: customer expectations

Are You Vigilant in Protecting Your Reputation?

22 Feb

Whether we are reviewing our company’s reputation or our own personal self-brand, the results may be challenging because of the spread of fake news and the proliferation of negative social media comments. What we hope for perceptions of our reputation may not be in sync with the way others see us. And having a favorable reputation is critically important.

What can we do to have a well-respected reputation? Consider these suggestions from Sapir Segal, writing for Marketo:

Social media marketing requires a lot of patience and maintenance. Once you’ve established your social media presence and are generating engagement and measuring your ROI, the most important stage is to protect your hard work. Monitoring and protecting your social media presence from decline or extinction is just as pivotal as demonstrating it in the first place.”

“Controversial posts, account hacks, and inadvertent mistakes are all examples of threats that could harm your brand’s reputation. Luckily for marketers, many of these troubling factors are avoidable or correctable. To protect your social media reputation, you must have a careful eye for potential problems, a plan for handling crises, and a team you trust to write and manage the content. Here are three common mistakes that plague social media marketers: (1) unsupervised content publishing; (2) controversial content; and (3) account hacking.”

 

Click the image to read Segal’s solutions to these problems!

 

What Was Hot in 1997?

16 Feb

We tend to spend a lot of time looking at the “hot new things,” such as connected vehicles, virtual assistants, and a lot more. But, as marketers, we seldom look back to the past to see what was hot then in terms of fads and long-running successes. What hot high-tech products from 20 years ago can YOU name?

Recently, CNET published an entertaining slideshow: “Flashback fun! Return with us now to the thrilling days of the late 1990s, when the Interweb was young, the CD was king, and the cloud was a white, fluffy thing that floated above your head while you gabbed on your cordless telephone.”

 

Click the image to see the CNET slideshow. Which of the items shown in the slideshow were fads; which were long-run successes?


 

Rating the Super Bowl Ads: What’s YOUR Take?

7 Feb

From a sports perspective, Super Bowl LI was an exciting football game — the first one ever going into overtime. But was this Super Bowl an advertising success? The reviews of the ads are mixed. [Click here to access all of the ads.]

Consider these observations from

“The New England Patriots’ furious comeback victory over the Atlanta Falcons must have felt like a relief to the National Football League and many of its fans, if only because it squarely turned the focus and conversation back to football. That came at the close of a Super Bowl where commercials that once would have seemed relatively innocuous felt provocative thanks to the polarized political climate.”

“Super Bowl ads featuring images of multiculturalism and inclusiveness are hardly new — sponsors like to appeal to wide audiences with feel-good imagery. Even so, amid all the acrimony over government policies, several commercials risked becoming lightning rods, including a Budweiser ad that dared to trace founder Adolphus Busch’s immigrant roots and a Coca-Cola spot that offered ‘America the Beautiful’ in different languages.”

“[Nonetheless, for the most part], the much-ballyhooed commercials yielded as few highlights as New England’s offense did during the first half.”

 

Each year, Advertising Age runs an online post-game poll whereby anyone can vote on the question: “Which Super Bowl Ad Was the Best?” As of Monday night, the following ads were rated the best by those participating in the Ad Age poll. In addition to listing the best ads (in the order of the Ad Age poll results), we are providing the ads themselves. WHAT DO YOU THINK?

 

Airbnb “We Accept”

 

84 Lumber “The Journey Begins”

 

Audi “Daughter”

 

Bai Brands “Gentlemen”

 

Budweiser “Born the Hard Way”

 

Mr. Clean “Cleaner of Your Dreams”

 

Honda “Yearbooks”

 

Kia “Hero’s Journey”

 

Tide “Bradshaw Stain”

 

 

Don’ts for Businesses Using Social Media

30 Jan

In this new era of fake news, alternative truth, and inflammatory messages on social media, it is a good time for us to appraise (or reappraise) our own use of social media. Are we doing the best we can to avoid careless mistakes or inflammatory language?

Recently, Annie Pilon described “20 Taboo Topics to Stay Away from on Your Company’s Social Media Channels” for Small Business Trends. Here are some of her observations. PLEASE keep them in mind when utilizing social media and reacting to comments by others:

“If you use social media to promote your business online, you’ve probably put a lot of thought into what types of posts to share. But sometimes it can be just as important to consider what NOT to post on social media.”

             “Making fun of specific groups of people can go too far.

Even the occasional complaint about customers can be enough to damage your brand.

Avoid complaining about your employees online.

Customers want to know that you have a team that they can trust.

Nonconstructive criticism about public figures can seem petty to your social media followers.

You don’t want to be too intrusive when asking questions of your followers.

Be careful not to share anything that’s not true, as it can make your business look bad and lead to your followers being misinformed.

Healthy competition can be good for a business, even on social media. But there’s a big difference between a friendly back-and-forth and trash-talking.

Social media also isn’t the place to share sensitive or confidential information about customers.

Don’t share with followers every time you’re having a bad day or just feeling ‘blah’ about your business.

Posting anything illegal, whether it’s drug use or even just speeding, is a very bad idea.

Stay away from sharing any content that could be considered controversial.

It’s also best not to post anything that’s irrelevant to your audience.”

 

Click the image to learn more from Pilon.


 

Great Books to Read in 2017

26 Jan

As we continue to look ahead to 2017, there are various books that provide valuable information and that are highly rated by reviewers. Here are a few sources for YOU to check out, by topic.

Click the images to read the reviews.
 

“5 Must Read Books That’ll Inspire Entrepreneurs in 2017”


 

“12 New Books to Help You Build Wealth and Get more More Done in 2017”


 

“11 Great Business Books to Read Right Now”

 

“20 Books Every Marketer Should Read in 2017”

 

“Top 15 Best Books on Social Media Marketing for 2017”

 

What Happened to The Limited?

19 Jan

After more than 50 years, youth-oriented women’s apparel retailer The Limited has announced that it is shutting all of its 255 stores and will focus on its online business going forward. Some experts, the retailer will be sold or shut in the not-so-distant future.

Click the image to see the sales now available online.


What happened? As reported by PYMNTS.com:

“According to Fortune, Sun Capital Partners sent a letter to investors explaining that it had invested 1.8 times its $50 million investment in Limited stores. The disclosure outlines how the private equity firm will still be able to garner a profit from the investment, despite the fact that the equity value of Limited has been written down to zero.”

“’We have worked very hard and made significant investments over nine years to improve operations and create a sustainable business at the Limited,’ Sun Capital told Reuters in an E-mailed statement. ‘In an increasingly challenging environment for mall-based retail and women’s apparel, we are very disappointed that the company has had to make the difficult decision to close its retail locations.’” 

“All brick-and-mortar locations of the Limited were closed effective Jan. 8. The Limited’s web site continues to display deep discounts and a change in the return policy: ‘All sales are final.’ However, it’s not clear how long the retailer will continue to sell items online.”

 

Getting People to Spend More Time on Your Web Page

17 Jan

Consider these observations from Vikas Agrawal, writing for CustomerThink:

“Did you know that humans now have shorter attention spans than goldfishes? A 2015 study conducted by Microsoft in Canada showed that the average attention span of humans has decreased by 4 seconds in the past 15 years. From 12 seconds in 2000, last year’s study showed that it is now at 8.25 seconds only, largely due to the advent of smartphones. This is actually a tad shorter compared to the attention span of goldfishes who are clocking in at 9 seconds.”

 

Now, consider the work on infographics by InfobrandZ:

“Pictures speak to us. They convey ideas that spark both our memories and our imaginations. Looking at a picture is indeed like reading a thousand words. More than that, it allows us to visualize relationships in a way that is not possible with words. And in that fact lies the power of Infographic Marketing.”

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