Showing posts with label word of mouth marketing. Show all posts
Showing posts with label word of mouth marketing. Show all posts

Social Media is Word of Mouth on Steroids

A price averse prospect posts a miffed “review” on a ratings site, smacking a respected company with a public black eye. An architect writes in a Linked In Group that remodeling prices are way down, spurring a feeding frenzy of homeowners expecting deep discounts. An employee lists where he works on his obscenity-laced Facebook page, prompting prospective clients doing due diligence on the company to write it off in a hurry.

Whether or not you’ve embraced social media platforms such as Twitter, Facebook, Linked In and/or blogs, it’s becoming essential to actively listen to them. Online conversations are windows into unfiltered opinions, experts say — insights that can help you improve, as well as to engage and build trust on a personal level. So, to get started...


Create automatic alerts. Free tools such as Google Alerts can reveal when your name (or other search term, including your competitor) appears in a variety of public online media.

Surf and increase cross postings. At least weekly, search for your name on consumer-driven ratings sites, from Yelp! to the Better Business Bureau.

Join community listservs; when relevant, respond to queries in your groups with helpful, non-salesy advice and insights.

Promote glowing reviews. Encourage strong clients and trade partners to visit the sites and share their perspectives on your company.

Keep a level head. For negative comments, if you know the poster, politely call and ask if there is anything you can do to change their impression. If a review is flagrantly untrue or is posted by someone you believe is not a client, you might be able to contact the site and challenge the post’s legitimacy. Otherwise, just use the opportunity as a way to prove the excess of your customer service and grace by responding with a “higher road” reply offering to make right whatever the poster seems to have had a problem with. Be careful; rebuttals can sometimes sound like a dogfight and only put you in a defensive position. This is the opposite of the goal you should have.



Younger employees help senior executives unlock social media mystery

Both groups benefit in reverse-mentoring programs

From 10/25/09 Chicago Tribune Online
By Barbara Brotman

Janet Cabot couldn't wait to show Ashley Spohn her latest accomplishment.

"I am so all over this Delish thing," Cabot bubbled, punching up delish.com on her computer in her office at Edelman, a Chicago-based public relations firm.

"Oh, you're doing so well!" Spohn said delightedly, counting the recipes Cabot had collected on the food lovers' Web site. "Look, you've got so much!"

Her pride was as evident as the exchange was notable. Though Cabot, 56, is Edelman's central region president with more than 30 years in the business, she is the student. Spohn, a 23-year-old account executive on the firm's digital team, is the teacher.

Many organizations eager to strengthen their presence in the online world have discovered that they have the perfect consultants on their staffs: 20-somethings who live in that world.

"We grew up with social media," said Matthew Clay, 23, a media executive at Edelman. "We spent eight hours every day on AOL IM." For more of this article, click here!

How to reach moms in the marketplace!

Great post on Mediapost.com by Stacy DeBroff who is founder and CEO of Mom Central Consulting (www.MomCentralConsulting.com), about how to target moms.

• Moms increasingly go online to connect with like-minded Moms, actively seeking out friendships online to fill the void of a lack of best friend or strong inner circle. Brands now have an opportunity to pull them together in forums with others who share their interests. The result? Increasing loyalty to brands that facilitate Mom-to-Mom connectivity.

Key Take-Away: More than ever, brands should focus on providing Moms with opportunities for connectivity, both online and offline, rather than just information, expertise or coupons. Tactics such as forming Mom Ambassador programs offer them significant opportunities to build relationships and leads them to effusively thank the brand for bringing them together.

• Geo-Targeted Local Gatherings: With the frenzied pace of today's Moms, many women find that friendships and relationships often fall to the wayside. With just 19% living in the community where they grew up, Moms desperately seek new connections and they struggle: 58% report experiencing loneliness in the past month, and 4 out of 5 need more friends in their lives. Offline events give them the opportunity to meet fellow Moms they know from online communities.

Key Take-Away: In developing Mom-focused consumer campaigns, brands have to think locally while reaching globally. Robust geo-targeted programs with both online and offline components enable Moms to relate brands to their daily lives, and offline events help them build local relationships and connections with fellow Moms in their communities.

• Rise in Social Network Participation Due to Friendship Seeking: Millions of Moms turn to sites like Gather.com (Mom groups), along with Twitter (shared passions), Facebook (reconnections with family and friends) and Linked-In (business-related) for connectivity.

Key Take-Away: By facilitating connectivity and community on these platforms, brands can build tremendous and lasting loyalty among their Mom brand enthusiasts.

For a copy of this research study, please contact Tracey Hope-Ross, VP Social Media and Research: tracey@momcentral.com or 617-244-3002. Freakin' Genius Marketing can help you leverage relationships with this integral target market- from list development to social network participation, we have you covered.

What's in a name?

On Friday I attempted to choreograph my way through a product launch press release in which the new company, which is web based sans brick and mortar entirely, sports a domain name that is the same as the company name. The product or tool, however, a portal of sorts, didn’t really have a name. Well, I guess it had a name, the same name as the company, but I was struck with the quandary of how to distinguish between the company, the domain name and the actual product in a way that just didn't sound like gobble-de-gook in the launch release that was announcing both the new company and the new product.

It was clear that the name of the company reflects its mission. While that makes perfect sense as a company name, it’s not intuitive at all for search effectiveness, which of course, when you are a web-based tool, needs to work for you, not against you.

Anecdotally, I did a google search for the name of the company, which of course is also the domain name. I had results pages long of completely unrelated topics because the mission of this company, while being a goal, is not at all what its product is about. Using the product itself leads to the goal of the mission, but the search terms or keywords a potential customer would use would not be intuitive.

So, while the brand is effectively named…the product name was not optimized for search, which is key to driving sales on the internet.

One must always remember, a potential customer will search for what they need in terms of a description. Sometimes, if they already know a product, they will search by its name, or the domain name, but better yet, if the domain name is reflective of the product name, then the search will be that much more successful at finding the product.

So….what’s in a name? A name has as much importance as unlocking the door on the front of your brick and mortar business. You don’t want the customers peering into the window but not be able to open the door.

E-maily Post: Do's and Don'ts of Email Design

So, you've decided it's time! Whether you are undertaking an email campaign to drive traffic to your website and generate leads, build brand loyalty or obtain new customers, I say, good for you! Email Marketing is an incredibly effective medium to be successful at all of these goals.

Freakin' Genius Marketing is regularly retained to develop email campaigns from design to execution, but if you are a DIY'er or just trying it on for size, here are a few important tips to avoid the "water" hazards on the course to reaching and making an impression on your recipients.

1. Let your Brand Shine Through!

When your readers open your email, your brand should be clearly visible at first glance. Make sure your template includes your logo and tagline if you have one. If you don't, consider creating one. Brand recognition will make your email subscribers more apt to open and read your emails going forward. Synchronize the colors and fonts with your website, too. Keep it all consistent so your readers get used to seeing what comes from you looking a certain way. It fosters a relationship which is the foundation of all successful sales efforts.

2. Let them jump ship if they want to!

Opting out must be clear and easy. Losing subscribers isn't a warm fuzzy, but giving them the option to opt-out is one key to fostering that relationship I talked about in the last paragraph. It also reduces the risk of having them report you as SPAM (You definitely don’t want to get blacklisted, as a newbie or otherwise). Other alternatives such as an opt-out page, giving your subscriber the opportunity to receive your mailings 1X a month or quarterly instead of more often. Now, instead of losing your subscriber completely, you can still relay a message to them at their preferred frequency.

3. Write it right!

Don't waste time on fluff. Don't bury the lead. Get to the good stuff right away. Include a call to action or a link to a call to action. Don't send out communication that doesn't go anywhere. Your frequency and length should have an inverse relationship. Short and often! Or, if you are sending a monthly email, like a newsletter, make sure it is chock full of value-added information as opposed to having a goal of multiple lengthy articles to keep them engaged.

4. Don't leave anyone out!

An often overlooked aspect when designing an email is making sure there is an option of reading the email in basic HTML or alternative formats. This is imperative because if the email is unreadable (as is often the case on a mobile device) you risk losing them as a subscriber. Additionally, they won't be able to click on links or buy anything from your website. On that note, links are also important as they help to engage the audience, drive traffic to your website, and promote click-throughs (which is most often the analytic you will follow to estimate success of the campaign).

5. Be Consistent!

This sets expectations for the future and allows your reader to easily navigate your emails out of familiarity. They will know where to look to be able to find promotions, articles or favorite sections they've come to expect. Keep your emails clean and easy to read. This can be done by using white spaces between paragraphs, table borders, graphics, columns and sections to compartmentalize materials. No reverse type either. Maintaining a high contrast between font and background colors allows your words to pop from the screen, but reverse type doesn't translate well to screen viewing and certainly not to printing.

A good email design goes a long way! Test Test Test until you have something that you get the results from. The more you test, the easier it will become to create an email that represents you and your company in the best possible way.

If you follow these simple techniques, you will find that it will help optimize your open and click-through rates, reduce SPAM reports, and help you build your customer base. If you would like more help in designing or executing your email campaigns, contact Freakin’ Genius Marketing by emailing us at info@freakingeniusmarketing.

Jumpin' on the Email Marketing Bandwagon

Ok, so you’ve decided to jump on the email marketing bandwagon. Where do you begin? With design and content quandaries, deliverability, recipient overload, bounce rates, and consumer distaste there are so many choices that if made wrong, will negatively impact click-throughs, read rates and unsubscribes.

Marketing services agencies like Freakin’ Genius Marketing can handle all aspects of your email efforts from design to execution, all while providing analytics to help increase your lead and success rate, however, if you choose to go the DIY route, you will be deluged in options and resource providers.

Below is a great 3rd party list of turnkey email providers that will not only serve as the foundation for your email campaigns, but will also house your databases safely.

Evaluate your needs and assess a number of them before making a choice. If you are html saavy or have a programmer on staff you may not have to utilize a resource like this. However, if you are looking for a bevy of templates for newsletters, e-post cards, announcements, emails, vmails, etc. then you should make sure that the templates offered by the service provider in question meets your needs. If the providers offer a free trial, give it a test spin…upload a test list and experiment with the design tools. Make sure there is a spam test and run it against your design to make sure you will be cleared.

Using a top notch service provider is imperative to your emails getting through and not ending up on a recipient ISP’s blacklist. This takes some undoing and will seriously affect your delivery rates.

Questions? Overwhelmed? Call Freakin’ Genius Marketing and we can help you create an annual campaign effort from design to implementation.

Top 50 Email Marketing Service Providers and Resources

Source: Website Magazine’s 50 Top rankings are a measure of a website’s popularity. Ranks are calculated using a proprietary statistical methodology of average daily unique visitors and page views over a specified period of time. The site with the highest combination of factors and variables is ranked in the first position.

1. Icontact.com
2. Getresponse.com
3. Mailchimp.com
4. Cheetahmail.com
5. Streamsend.com
6. Lyris.com
7. Campaignmonitor.com
8. Aweber.com
9. Campaigner.com
10. Sandblaster.com
11. Silverpop.com
12. Listrak.com
13. Benchmarkemail.com
14. Emaillabs.com
15. Bronto.com
16. Fusemail.com
17. Boomerang.com
18. Email-unlimited.com
19. Eliteemail.com
20. Subscribermail.com
21. Mailworkz.com
22. Netatlantic.com
23. M,yemma.com
24. Yesmail.com
25. Jangomail.com
26. Cakemail.com
27. Strongmail.com
28. Emailbrain.com
29. Epostdirect.com
30. Goldlasso.com
31. Contactology.com
32. Resultsmail.com
33. Contractpro.com
34. Inwise.com
35. Contantcontact.com
36. Verticalresponse.com
37. Emailvision.com
38. exactTarget.com
39. permissiondirect.com
40. listcast.com
41. simplycast.com
42. mailermailer.com
43. bigresponse.com
44. pinpointe.com
45. vipermailer.com
46. volomp.com
47. contact29.com
48. skylist.com
49. enterprisemailer.net
50. lightningemail.com

Loyal Customers in Good Times and Bad

Loyalty. Something most businesses would give their bottom line for! Loyal customers are the best investment and asset a business can have and will help you weather the proverbial storm during the mean times. In the end, it’s your loyalist’s experience with your company, products, and employees that will keep them faithful and encourage them to spread the word to others also. So what strategies do you have in place to not only keep your faithful customers happy but perhaps even increase their spending with you?

Consider what the impact on sales would be if you could motivate your top customers to purchase one more item per visit. Executing a cross-sell promotion to drive the purchase of an additional item or a bounce-back offer to motivate the customer to come back for an additional visit can have a significant impact on your sales. Make your loyal customers feel special and the results will speak volumes.

Not all ambassadors of your brand will need a specific reason to tell someone else how much they love you, but it certainly doesn’t hurt to empower them with new exclusive benefits that they’ll be so excited about they’ll tell everyone. With new customers getting harder to acquire, word-of-mouth marketing through your tried and true loyal customers may be the most attractive. Give them something fun or valuable to share, or create a “refer-a-friend” program.

Creating conversation with your most loyal customers is easy. They are already loyal to you and have a lot to say to you. You have earned their respect. You can get their feedback on your product line, customer service, or e-mail campaign by using a satisfaction survey or an exit interview at your register or door. Enhance any customer touchpoint with product review options, testimonial forms, and acts of sincere thanks for their business. Asking for your customer’s feedback and advice is the greatest form of flattery, and the last time I looked, there was no itemized budget for flattery, so use it generously.

One word of caution, when you collect your loyal customer’s feedback, don’t ignore it. The act of collecting it is not the endgame. It is imperative that you react to the feedback you receive from your best, most loyal customers. Be ready to respond to concerns that could lead a loyal customer to jump overboard. Lastly, don't let once-loyal customers slip away. Reach out with an incentive-laden “lifeboat” at the first sign of activity drop off.