Category

Blog

Are You Staying Current with Social Media Trends?

By | Blog | No Comments

Social media trends can easily become the bane of your existence in your business. In fact, it’s not uncommon to hear business owners complaining about needing to use social media at all for their business.

Business owners usually hate the changing social media trends for a few reasons:

  • Social media channels are always changing the rules
  • There are always new social media platforms popping up
  • It’s extremely time consuming
  • It’s overwhelming to try and be everywhere at the same time

Unfortunately for them, the reality is that businesses need some sort of a social media presence. It would be unwise to avoid tapping into places like Facebook and YouTube which already have insane amounts of users and traffic. Additionally, more people are learning about brands and companies online.

Accept the constant changes of social media trends

Take a deep breath and accept what cannot be controlled. Social media is a form of technology, and technology is always changing. So the first step in dealing with the frustration is to just accept the fact that nothing ever stays the same. If you need to use social media then constant changes are just a part of the game. That means you need to learn to embrace it instead of fighting it. Fighting it won’t help.

Streamline the social media process

First and foremost, you need to establish your goals and pin down your audience. Are you using social media to drive sales? For recruitment? Working out exactly what it is you’re looking to do and who you’re talking to will determine your audience’s main challenges and what they want to hear.

Keeping a content calendar with a consistent posting schedule is essential. It might sound like a lot of work, but if you plan out monthly themes and messaging in advance, you’ll save time down the line as you’ll know who needs to write what and when.

You need to know your channels and what works where. Not all social media channels are created equal, so customize and target content to each platform.

Outsource it to someone else

You have the option of outsourcing social media management to people who are dedicated to keeping up with changes, algorithms, ads and more. It’s a full-time job trying to keep up with social media, and if you really don’t have the time or the skill set then you may just be better off hiring someone to do it for you like us! We can read reports, measure ROI and make adjustments based on new terms. We can also help build your audience.

Be strategic

Along the same lines of working smarter and not harder, be strategic with what social media channels you use. For example, don’t use Facebook if you know your market isn’t there. If on the other hand, you know your market is on Instagram, then start to leverage Instagram. This is far more effective than having your hand in too many pots.

Don’t listen to the hype

Every time Facebook decides to change an algorithm the social media world goes nuts. This typically causes people to act in very irrational ways, like completely deleting a Facebook fan page instead of keeping it so they can run targeted ads. The moral of the story here is not to listen to the hype. Just continue doing the best you can, adapting your process, and seeking advice from professionals who know more than you do.

Continue building your email list

Perhaps the best way to make sure you never fall prey to changing social media trends is to continue building your email list. If Twitter decides to close its doors tomorrow you would lose all of your followers, but no one can take your email list from you. That’s why although social media is important, it’s equally as important to build your own contact list. Social media trends change and media channels can cease operations or simply change the rules whenever they please, but you have complete control over your contacts. While changes in social media trends can be frustrating, it doesn’t need to be. By accepting the nature of social media and acting strategically, you can leverage these tools for your marketing without driving yourself completely insane.

Interested in a free consultation? Click here and we’ll contact you ASAP

 

Before You ReBrand

By | Blog | No Comments

Your brand needs some help, but it isn’t the only thing that needs some extra love and care. When you want to conduct a brand overhaul or rejuvenation, you need to look at the bigger picture. You should be asking yourself several questions regarding the state of your organization, the products or services that you offer and the overall morale of your employees.

Here are a few things you need to fix about your company before rebranding.

Your Product/Service

There are often cases of misidentified problems within an organization. These include, but are not limited to, the quality of your product/service or the misguided reach for your target audience. You may be thinking things are fine with you, but it’s everyone else that needs the fixing.

Your work is great so maybe everyone else is just not getting the message? Well, the answers could lie in the quality of your product or the lack of correct advertising.

You wouldn’t sell steak in a vegan restaurant so why are you selling pants at a nudist convention? It may be the material of the pants or the location, but either way, you aren’t going to get very far.

Your Understanding of Your Customers

If you don’t know who you are trying to reach, your efforts are most definitely going to be wasted. More often than not, organizations go after the customers who are trendy or after people that are impossible to reach. If you’re phone case company that specializes in cases that help you take better selfies, you aren’t going to direct your marketing efforts towards senior citizens. That type of product is most likely going to do well with a younger crowd.

Get to know your ideal customer by doing extensive research. Begin the process by starting with the smallest market first. You will get a better feel for your immediate audience. You want to narrow your focus. This way you’ll be able to define your product in a way that appeals to your audience—showcasing it from their point of view.

Your Team And How You Treat Them

You need the ideal team around you. They should be people who are willing to work together, encourage one another and they need to be skilled. If not, then you need to cut dead weight. While it may sound harsh, it’s a reality that many organizations face, but are too afraid to consider.

Your Internal Communication

There are times when organizations seek the advice of consultants to help with their internal problems only to scoff in their faces. One of the biggest issues with poor structure is a lack of communication and more often than not, organizations believe their communication is one thing they don’t need to fix, but it is a big issue that needs to be resolved as soon as it is identified.

A tale-tell sign of poor communication is the confusion that can take place between departments. Once the confusion begins, the whole makeup of the organization can take a hit.

The effects will trickle into each department and can create immense difficulties—especially with marketing. A perfect example of this would a nonprofit organization that has inconsistencies and uses different logos for different across several platforms or mediums. It confuses the audience and distracts the organization from its ultimate goal.

Start by getting out here and doing something about the problem. There are countless resources out there just waiting to be used. Whether you are using a consultant, a book or a course, give it a chance and see where it could take your organization. Proper communication is essential to a fully functioning company.

Your Lust For Competition

A little healthy competition never hurt anyone, but if you’re letting that get in the way of your work, you need a reality check. One of the most important things you can be doing is staying on the cutting edge of your field. This is why it’s good to look at competitors on a regular basis. Sometimes, however, this can turn into unhealthy competition.

You should be focusing on your own brand and how you can make it better. Take a look at your practices and see if something needs a tweak or an overhaul.

While you can look at the competition all you want, it’s not going to change anything unless you are trying to better yourself. Give your competition the credit they deserve and give yourself the praise you ought to have every time you accomplish something great.

Your Attitude

A negative attitude can go a long way.

You may not realize it, but you could be hurting your coworkers, employees, clients and organization by exuding a pessimistic attitude. It doesn’t take much work to turn a negative outlook into a positive view of the future. Underlying issues have a tendency to pop up so it’s crucial that you remedy any negative feelings while you can.

You may be under the impression that your company doesn’t need to keep up with the times. You’ve been doing the same thing for so long that it has worked for you, but what if you are missing out on the countless opportunities out there?

Not only do you owe it to yourself, but you also owe it to your coworkers and employees to continually evolve. This means you need to redirect your focus when things aren’t looking bright. Instead of sticking with that negative attitude, be positive about change and try to fix what you can.

Your Perception of Branding

Branding is much more than a logo, colors and an upbeat slogan.

There are millions of people out there right now that have no idea what goes into the branding process. They think they can go it alone or pick and choose parts of the processes when that isn’t the case.

You may in a situation where you either think you don’t need branding help or that you know everything. Branding influences everything. It should be dispersed across the entirety of your organization and not just the areas where you think it’s important.

With that being said, what do you think you could be doing better? Your company should always be in a constant state of evolution. You will see later on in the branding or rebranding process that a good brand is able to change with the times but can still maintain it’s original integrity.

If you can keep this in mind while focusing on the well-being of your organization, then that’s already one step towards a brighter future.

Interested in a free consultation? Click here and we’ll contact you ASAP

 

How to Drive Targeted Traffic Using Google Ads

By | Blog | No Comments

One of the leading ways to drive more shoppers to your online store is by using Google Ads – formerly known as Google AdWords. 

These ads can help you start generating more traffic no matter where you are in your SEO optimization process. And the best part is – they work wonders for both new and established stores that want to push new products, deals, and promotions in a timely fashion.

If your Google Ads aren’t performing as well as you expected, you’re in the right place. In this blog post, I’ll walk you through 11 traffic-driving Google Ads tips and hacks that will help you reach your target audience and drive more sales.

Adjust your keyword matching

When setting up your Google Ads campaigns you’ll notice that the default keyword match is set to broad match which lets you target the wide audience. But there are other types of keyword matches that you can use to reach more specific audience. Here’s a quick breakdown of each:

  • Broad match: This is where Google matches searches to your keywords in a broad way and includes misspellings, typos, synonyms and related keywords.
  • Exact match: This is where Google only matches your ads if the searcher is using the exact keyword to search, without much wiggle room.
  • Negative keywords: These are keywords that ensure you are excluded from irrelevant searches.
  • Phrase match: This type of keyword matching will ensure that Google only matches your keyword phrase to searchers who are using the exact phrase, without any variations.
  • Broad match modifier: This match type is similar to broad match except it allows you to pinpoint exact phrases or keywords you want to be matched to.  

As mentioned before, negative keywords are those terms you don’t want your site to be found with – terms that are not relevant to what you’re selling and bring the wrong kind of traffic. If you’re an online store that sells t-shirts, for example, then your negative keywords would be “work shirts” and/or “dress shirts.”

Set up conversion keyword tracking

Running successful Google Ad campaigns requires you to understand which keywords convert best. So test, monitor and optimize your campaigns closely. 

To do that, use Conversion Tracking. It’s a free Google Ads tool that tracks precisely which keywords are bringing in converting traffic. This tool also shows what happens after a customer clicks on your ad. In case you’re new to Google Ads, watch this step-by-step video guide from Google to learn how you can track the performance of your Google Ads campaigns.

Tighten up geo-targeting options

Just because you can reach potential shoppers in 250 countries, doesn’t mean you have to. Segmenting your target market into locations and creating different campaigns catered to those audiences will keep your budget safe while bringing in more targeted traffic.

Ideally, you want to target different areas (country, state, city, area) in the different ad groups of the campaign. This will help you identify the locations that bring you the most conversions, allowing to adjust bids so that you’re spending your ad dollars on ad groups that are bringing you more sales.

Tweak your language targeting

Language targeting lets you reach customers who speak one or multiple languages. This targeting option is especially helpful for those businesses that want to increase global presence.

If you want to communicate with your potential customers more effectively, seriously consider translating your ads to other languages. Ask your multilingual friends for help, or hire freelance translators to ensure your copy is on-point.

Add Google Shopping to your traffic strategy

Google Shopping campaigns are killing it. According to a Merkle report, Shopping campaigns account for as many as 60% of Google ad clicks. What does this mean for ecommerce drop shippers like you? Well, if you’re not running Google Shopping campaigns, you’re leaving money on the table.

If you haven’t used Google Shopping before, you will need to create your Google Merchant Center account (this is where your product data is inputted and product feed is generated from). You’ll be asked to:

  • input your tax and shipping information
  • verify that you are the owner of your online store site
  • link your Merchant account to your Google Ads account

When choosing products for your Google Shopping campaigns you want to ensure that they are as unique as possible to keep your competition low and your demand high. Other products you may want to include in your feed are:

  • products that have higher profit margins
  • products that are already your top sellers
  • entry products that shoppers are likely to buy more often or in larger quantities

Consider holding back on Google Display Network Ads (at first)

Google Display Ads appear on third-party pages across the web depending on how you target your ads, to whom you choose to show them, and the types of ads you create. While this might sound like a perfect opportunity for many business owners, marketers argue that Display Ads can be quite distracting, resulting in poor user experience and brand image.

This doesn’t mean that Display Ads don’t work. It’s just Search Ads have better ROIs for new stores on a tight budget. 

Get Help From the Experts

Keyword trends, conversions, bid competition, and quality score – to name a few – are continually changing and you will need to adjust your campaigns accordingly to ensure the traffic stays on target within the budget you need.  

If you don’t have the time or skill, consider trying automated tools like Traffic Booster that will do the expert work for you without any additional budget outlays.

The algorithm behind it will ensure your campaigns are optimized in real time, leaving you with more time to work on other marketing activities, sales funnels or your next big printed product.  

Include prices and other details in your ads

If you want to see more sales rolling in, your ads should be as straightforward as possible. The less you play with customers expectations, the higher click-through rates you can expect. That said, don’t hide shipping rates or other fees, use accurate pictures and detailed product descriptions

Keep an eye on your quality score

Google’s Quality Score is how Google rates the relevancy of your ads. This score is worked out based on CTR, ad and keyword relevance, landing page quality and account performance.

In other words, if you are using misleading information in your ads, you’re damaging your Quality Score. And the lower your score is, the greater the chance Google will put a competitors’ bids before yours.

Quality Score is a mark given from 1 to 10, with 10 being the best. You can check your current scoring for your campaigns if you go to your Google Ads “Keywords” tab. From the Google Ads Dashboard, click on the “Campaigns” > “Keywords”. Then click on the speech bubble near your Keywords status.

Don’t forget to remarket

Remarketing campaigns on Google Ads helps you reach internet users who have already visited your store. And since they’re already familiar with your brand, they are more likely to trust your ad.

You will need to create remarketing lists that you can then use for your Search, Display, Shopping and YouTube campaigns. To do this, you will need to access “Audience manager” from your Google Ads dashboard tools.

Check your delivery method for quick results

When you create a Google Ads campaign, the delivery method is always set to the default. This default is the ‘standard’ delivery method, which results in your ads being distributed throughout the day according to your daily budget. If you want faster results, which is particularly vital to time-specific deals, discounts, specials, etc., then make sure you change your campaign’s advanced settings to ‘accelerated’ in order to drive that targeted traffic to your store more quickly.

Keep testing

If you want your Google Ads to be successful, you have to be ready to test them continuously. Remember, not all tweaks may work for your products or target audience. But by closely monitoring your campaigns and adding small changes to your tests, you’ll eventually find the winning formula for your business.

Interested in a free consultation? Click here and we’ll contact you ASAP

How To Devise An Event Marketing Strategy

By | Blog | No Comments

Now event management may seem like a highly lucrative field; but if you’ve dabbled in it long enough you’ll know that promoting an event is no less than a Herculean task. Events do not sell themselves, it is as simple as that. You may have a mind blowing concept which is sure to bowl over audiences, but what use is that if you manage to sell only a handful of tickets? Well, don’t lose hope just yet. A splendid event marketing strategy is just what you need to lead your event to success and sell your tickets online.

Event marketing isn’t as easy as it seems – it is not just about using the resources at hand, like social media, to advertise your event, it is about having a marketing strategy that is driven by a solid timeline and clever tactics. Remember, no two events are the same; never make the mistake of generalizing your event strategies, that would be a grave error on your part. If you’re still confused about how to proceed with event campaign, these pointers could come in handy.

Pre-Event Planning

The pre event stage is critical, since this will make or break your event. Most people make the mistake of starting the marketing campaign when the event is ready to be launched. You need to get the word out even before the details of the event have been finalized. So what if the trivial details haven’t been decided yet? You can still start a page online, and keep updating the page as and when the details are finalized. For example, you could have your page SEO optimized, and that would definitely increase the traffic to your page. Blog posts to the official page also form an important part of the marketing campaign.

An important part of the pre event marketing is the partner outreach. You must reach out to as many companies and collaborators for partnership; that would amp up your resources which would be helpful in the next stage of the planning.

The Main Event

Just before the launch of the event, you could start an email campaign, that would reach out to your target audience. When people visit the page you’ve created, they get the option of signing up. You could send out an email blast to all those who’ve signed up, including your potential clients.

If you have some idea about PR, you’ll know how important a press release is. When your event has been launched, you could send out an official press release to all the eminent media houses to ensure maximum publicity. For more press coverage, you could even opt for search engine optimization which would bring your event into the spotlight.

It’s A Continuous Process

Paid promotion is a continuous process; you need to take every day into account, and plan your strategy beforehand. For instance, you could make use of social posts and blogging to give your marketing a boost.

You have your attendee referral, don’t you? Keep that in mind while devising your marketing plans. Google adverts and google adwords would be a great way to promote your event in this particular stage.  This is a trying time for you as an event manager, you need to pull your socks up and  give it all you’ve got!

The above roadmap could come to your rescue if you’re totally lost about how to plan your event marketing strategy. Official pages, blogs, email marketing, social posts, SEO, attendee referrals, paid promotion – there’s so much to take into consideration! Only a well thought out plan could help you with your endeavour. So go ahead, chalk out the perfect marketing strategy for your upcoming event!

Interested in a free consultation? Click here and we’ll contact you ASAP

Web Design Trends for 2019

By | Blog | No Comments

When it comes to web development you are bound to experience constant changes and updates in the designs every year. In fact, the updates and trends are constantly changing and it is going to be the same for the upcoming year of 2019.

With constant growth and development, more and more people are realizing how important it is to stay ahead of the competition through web development. Creating valuable content, engaging the audience and good web experience is something web development creates for the audience.

Having a responsive website increases the chances of conversion; people who are visiting your website must find a reason to turn into your regular customers. This is where web development comes into action, web developers constantly keep themselves updated with the ongoing trends and algorithms in order to engage the audiences.

However, with constant changes and improvements in the world of web development, it becomes quite tough for businesses to keep up with the trends in order to have a steady conversion rate. Thereby, it is important for web developers to constantly stay updated keeping in mind the trends and the requirements of their customers.

Static website generators

Well, as a web developer you would already know about static website generators. The trend is surely going to be reflected on most of the websites in 2019.

Static website generators are used to develop a website with plain texts that are generally stored in files. In many cases, the static websites that are built using generators give you an advantage of better loading speed, safety, and easy traffic handling. But website built using these generators are not user-friendly and offer lesser options for the audience to engage which has become very important these days. 
Many developers believe having static website generators will prove to be a breakthrough when it comes to web development.

Intelligent Chatbots

Chatbots are commonly referred to as intelligent Chatbots that provide a way for the people to converse in the same way as if you are talking to a customer care executive.

The Chatbots are supported by artificial intelligence and are also referred to as an intelligent agent. Through AI all the questions and doubts of the customers can be cleared in the best possible way. The Chatbots are here to help your customers through intelligent answering abilities that are backed by examples and instinctive sources.  Not just that they help and guide the customers through the services, offers, and provide solutions to their problems.

In the coming years, having Chatbots for your website is something that is going to get more popular worldwide, as it can definitely help in conversions.

Progressive Web Apps

Progressive Web App that utilizes modern web abilities to provide an experience that is similar to the application in mobile phones. The features that progressive web apps provide are same as mobile applications, like offline support, a camera without needing to download these features from App store or Play store.

They work for every user despite the choice of browser they choose as these web apps are built progressively enhancing as a core tenet. In addition, they offer the responsiveness which is a must have to reach out to the maximum amount of people. Also, push notification makes engaging a lot easier and navigable for the user.

JavaScript frameworks

JavaScript frameworks have been trending for a while now and it seems like they will continue to rule in 2019 as well. More and more web developers are using JavaScript frameworks as it has easier and more adaptable functions to offer. Dues to features like these more and more developers are using to create cleaner, responsive sites that are free from errors. Features like closures, callbacks, RAILS are readily available with a quick and reliable approach.

Evolution in web designing

Web designing field continues to change with the upcoming trends that seem to be fit for a particular business. The upcoming year is going to experience new changes in the field of web designing as well. Some of the most prominent features that you are most likely to witness are:

* Bolder and more prominent typography is going to get more popular when it comes to web designing.

* Most people tend to engage to content that seems to be convincing and can also give relative information to them.  Videos and illustrations that can give a better insight to the users will get more popular.

* Interfaces based on movement will get more popular.

Mobile-driven approach

In 2018 an average American spends around 3 hours 35 minutes every day on mobile devices and the time is going to rise by 11 minutes in the coming years. The numbers are clear to understand how important it is have a website that is responsive to mobile devices as well.

Surely, the web experience is completely different than mobile devices. And, there are a lot of potential users that are going to approach you through mobile devices. So, it becomes very important to provide an improved and bug-free experience to the mobile users as well.

Interested in a free consultation? Click here and we’ll contact you ASAP

12 Days of Marketer’s Christmas

By | Blog | No Comments

On the 12th day of Christmas my true love gave to me,

12 websites for clicking,

11 events for boothing,

10 logos for branding,

9 Facebook postings,

8 PowerPoints presenting,

7 videos for watching,

6 leads a knocking,

5 sold and done!

4 Insta filters,

3 sent proofs,

2 deck designs, 

And GB the #GoodBusiness Agency!

Refresh Your Brand in 2019

By | Blog | No Comments

Every New Year brings new possibilities and opportunities. This is especially true for brands that want to better communicate with their audience and effectively reach their target market.

Technology is ever changing, which strongly affects consumers. This leads to design and campaign changes – thus, ultimately changing brands that consumers know and love.

Within the last ten years or so, many brands have been updating the look and the feel of their brand.

This past year alone, big brands such as Calvin Klein, Kickstarter, Audi, NASCAR, Formula One, Activia, Chobani, ALDI, Coke, and many others have rebranded or refreshed their brand.

So, why should your brand consider rebranding or refreshing it’s image? Here are just a few reasons:

Innovation equals profit.

By innovation, we mean how fresh and different your brand looks. If your brand is behind on the times, or doesn’t have a cohesive and consistent feel, your business could potentially lose the attention of your consumers. Your brand could also lose its credibility, and can look unprofessional. Consumers notice more than you’d think.

Your brand’s look matters – it’s the face of your business. Take the time (and the investment) to get your branding right. Yes, your company’s branding will need to be refreshed or rebranded multiple times throughout it’s lifetime, but if it is done right, your company will acquire some noticeable profits. Not to mention, you’ll build more brand loyalty. Even little things can really make your brand stand out. Interbrand did a study on a few of their clients, and the ROI of their branding efforts gave their clients noticeable profits among their target markets.

The fresher, the better.

This is especially true if your brand’s consumers are Millennials, or if you want to gain an additional target market. If you want your brand to have a long and healthy lifetime, it is basically inevitable to go without a brand refresh or total rebranding of your company, at some point.

Remember, upgrading your brand not only means changing the “style” of your brand, but also the look and meaning. For example, Fast Company did a study of Millennials vs. Boomers and how they associate with brands. This gives us a good idea how some brands are doing within their target markets.

Thanks to digital devices making us so impatient, it is crucial to get your consumers’ attention within seconds. It’s not that every brand should take the current trends to heart, but keeping them in mind will allow you to know your target market better. Coke displayed a great example of this point in their latest Diet Coke Brand Restage

First impressions matter.

A lot of brands are using this as the reason why they are spending so much more on marketing and on their brand (especially if they are selling products in the retail industry).

  • How does your brand stand out in your industry?
  • How do your products top your competitor’s products?
  • How do your marketing efforts match your audience?

Allowing your brand to display a fresh perspective will let your target market know that you are there and you notice what they want and what they like. Not only are you listening to your audience, you are engaging with them – which both are vital in successful digital marketing. Chobani showed a great example of this with their New Product Logo Rebranding.

Better branding means a better team.

If your brand is lacking some appeal towards your target market (or just lacking appeal in general), you may not find the right candidates for some of your opening positions within your company. Most talent acquisition employees and those who are currently seeking jobs are really taking notice of “employer brands.”

Your brand not only needs to look up to date, but it also has to feel up to date. We mean that your brand has to have an appealing tone and a noticeable reputation. The more attractive your brand is, the more candidates you can obtain to fill those missing holes within your company. To gain a more reputable brand, rebranding or updating your brand’s look is normally a good start.

Consistency is also another way for your brand to become more reputable – meaning if you have a friendly, employee conscious tone within your brand’s social media then you should probably carry out that tone to other parts of your brand.

One mission, one look.

Most brands acquire or merge brands, and that’s a pretty common thing to see, but what isn’t common is one business with two faces. By that we mean having two of everything for one brand – two logos, two feels, two tones, two missions, etc.

Rebranding is probably your best bet if your brand just acquired or merged with another brand. Your target market will notice that your internal branding has a new perspective and that the outlook on their favorite company has changed, too. It also cleans the slate on what consumers think of either brand. This means if your acquired business had a bad reputation, consumers may not feel the same way now. Your acquired brand has a different appeal, and consumers may take a second chance on the merged brand.

Still have the same (or relatively similar) mission statement before you acquired or merged brands? It’s still a good idea to rebrand your company to lessen “brand confusion” for consumers. Brand confusion happens a lot when your internal brand or company conflicts with it’s own look and appeal – consistency is key, folks.

Be creative, innovative, and engaging.

At the end of the day, rebranding and brand refreshes are to keep your brand relevant. If your target market likes bright, fun colors then you should apply that in some way and pay attention to your audience’s feedback.

When it comes to rebranding or refreshing, you have to start somewhere. The first thing you could do is change your color palette, even if it’s just a little bit – maybe adjusting towards different hues.

Although a color palette change isn’t a full rebrand, or even a refresh for that matter, it’s a way to get your creativity flowing. After, it’s ideal to implement other design elements or images into your brand look – this really allows you to dive into what a refresh means for brands.

A total rebrand or refresh includes your whole brand, its image, and your presentation. If your brand needs an update, then you should change your consumers’ perspective when they interact with your brand.

Don’t get ahead of yourself and change your deep blue logo to a florescent yellow logo.

Just pay attention to your audience and possibly start incorporating new design elements into some of your branding (i.e. social media posts), then see what happens.

Focus on your brand, try testing new trends with your audiences, and grow from there.

If you see a positive reaction, (versus what you normally see) it may be time for a rebrand or refresh. A brighter color palette or a new sleek, fresher looking logo may be a start to a brand upgrade.

Interested in a free consultation? Click here and we’ll contact you ASAP

How to Strategically Respond to Customers on Social Media

By | Blog | No Comments

When your customers want to reach you, where do they go? Chances are, they head to your social media accounts. While phone and email are still critical support channels, it’s no surprise that nearly 70 percent of consumers have used social media for customer service on at least one occasion: why would they spend 10 minutes listening to hold music when they can just send a quick tweet to get what they need and be on their merry way?

Whether it’s Twitter, Facebook, Instagram, LinkedIn, or any other channel, your customers want to reach you there, so it’s important to treat social media support requests as an integral part of your customer service program. Here are six practical ways you can listen thoughtfully, address concerns, and learn from customer feedback on social media.

Monitor your mentions

The first step to offering great social media support is actively listening for mentions of your brand. There are a range of social media monitoring tools (some of them free!) like Keyhole, Hootsuite, Buzzsumo, and Digimind that you can use to track discussion of your brand on social media. These tools can notify you whenever your brand name is mentioned, so you can catch chatter that’s related to you, even if you’re not tagged in it. Don’t forget to monitor phrases related to your products or promotions, plus any hidden mentions, such as misspellings of your brand name.

Meet your customers where they are

When your customers contact you on social media, it’s important that you give an initial response over that same channel. For example, if your customers ask a question on Facebook, they don’t want an email or phone call in response — they’re expecting you to reply directly on Facebook. Doing so helps you keep the flow of the conversation and maintain accountability for every message you receive.

If your customer’s question involves something personal, or if you think you can answer better over an email or phone call, let them know you want to transition to another medium, and assure them that you’ll take care of the issue there. Try sending something like this: “Thanks for your question. Can you direct message us your email so I can send you some resources that will help with this issue?”

Sending this type of response benefits you in two ways: your customer will know to check their email for your reply, and the rest of the social media world can see that you cared and responded.

Respond quickly with reusable responses

Social media moves fast, so customers expect a quick reply. A study by Twitter revealed that 71 percent of Twitter users expect a brand to respond within an hour. Keeping up with customer posts and tweets might feel overwhelming, but your social media monitoring tool gives you a head start. Another helpful strategy to respond faster is to write reusable messages for each social channel to answer frequently asked questions. Organize these responses so your whole team can easily search, copy and paste, and tweak them later.

Building out these commonly asked social responses helps make sure every customer service rep on your team uses messaging that’s consistent with your brand. As a bonus, an organized reusable message library can double as a great example and teaching tool for new or less experienced employees.

Reply to every post

It can be challenging to keep up with an endless flurry of comments and mentions, and it’s easy to let some fall off your radar. But when you brush off a question or comment you receive on social media, you’re ignoring your customer.

Ignoring customers online has its consequences. According to one digital engagement service, 88 percent of customers are less likely to purchase from a company that ignores customer questions on social media. So, take the time to acknowledge every comment with an authentic reply. Check out how customer service reps at Zapposreply to every comment and sign off with their initials to make it feel more human

Track your trends

Look for trends in your customers’ social requests and in your team’s performance, like response times, mention frequency, and commenting times. When you have insights into these broader trends around your social media support, you can make proactive changes to avoid complaints in the future and set goals for your team to aim for.

Use a social media listening system like Brandwatch and Buffer to get insights on trends around your brand, and try a social media customer service software like Frontto get analytics for performance metrics for your team. Try tracking metrics like these:

  • Individual response time
  • Team average response time
  • Busiest time of day
  • Busiest day of the week

Answer with empathy

Like all customer service, social media support requires empathy. Reading customers’ messages closely will help you understand their feelings and determine what tone to reply in. Generally, you’ll want to match your tone to the customer’s. For example, if they send you something quippy, you want to respond with a similar clever kindness. However, a frustrated-sounding tweet about a late delivery merits an equally serious reply. When your company is at fault, write a response that takes ownership of the issue.

To make sure social media comments are handled with empathy, provide your team with a guide for giving great support. Include instructions on how to write in your brand’s voice and tone, examples of what to say and what not to say, and best practices that are specific to each channel.

Providing a great customer experience across multiple channels like email, social media, and phone can feel daunting, but by bringing all your communications channels together and giving your team the tools they need to reply, you’ll be able to satisfy all your customers, wherever they are.

Interested in a free consultation? Click here and we’ll contact you ASAP