Cost of Online Reputation Management

Do you know what people are saying about you online?  Traditional marketing has always known the value of word of mouth marketing.  Today the internet, well, more specifically search engines, has made knowing what people are saying about you even more important than traditional word of mouth marketing.  Why?  Because 88% of consumers trust online reviews as much as personal recommendations.  So, if your reputation isn’t managed well it could be very costly.  And, did you know that what people say about you online impacts your search results?  Let’s learn some more.… Continue Reading

Blog Abstract: 5 Ways to Improve Customer Loyalty With Social Media

From time to time, team members will share their views stimulated from a piece by an industry thought leader. Here, our Digital Marketing & Web Development Strategist, Johanna Mateo, discusses an article by Social Media Examiner, “5 Ways to Improve Customer Loyalty With Social Media.” 

We no longer question how much of a role social media plays in today’s businesses. It is a matter of how well you use it to drive your customer acquisition, increase brand loyalty and handle critical customer service issues. Brands are learning every day how to handle the exposure and reach that social media can bring to their business. But yet, it is equally important to understand first how to make social media an intricate part of your business goals.

This article gives you five straightforward tips on how to maximize customer loyalty via social media. I’ll give you the brief rundown here:Continue Reading

Has Great Customer Service Become Extinct? The Need For Reputation Management

Have you noticed the unlimited amount of information regarding customer service found on the internet, through books, seminars, video and every other means you can imagine? In addition, there is a common belief that advancements in today’s technology have created a consumer-centric world where customer service alone has the ability to make or break an organization. We also live in a world where the success or failure of any business is dependent upon its ability to be efficient or do more with less.

Recently, I’ve had several experiences that have caused me to question if these two belief systems contradict each other. And wonder… is it possible to mesh the above concepts in order to create a synergistically beneficial relationship for both the consumer and business?… Continue Reading

Lost Customers Are Not a Lost Cause: Why and How to Win Them Back

Building Solid Relations For Lasting SuccessAlthough dependent upon the industry, did you know that many businesses lose up to 40-percent of their customers each year? Though you’re certainly aware that you are experiencing a level of churn, I’ll bet you’re pretty shocked at how high those numbers can get.

A few years ago, The Griffin Group conducted a customer loss survey and reported these startling statistics:

  • 71% of marketing and sales executives had no process for identifying customers who have defected;
  • 46% of marketing and sales executives do not know how many customers they lose each year;
  • 68% of firms have no process for identifying customers at high risk of defection;
  • 62% of firms have no process for determining to which competitor the lost customer defected;
  • 60% of firms do not conduct interviews with lost customers; and
  • 77% of firms do not know how many lost customers they successfully win back each year.

Even if … Continue Reading