Chatbots: A Bane or a Blessing?

 Chatbots: A Bane or a Blessing? 

New tech always attracts those who believe in the power it delivers, along with doubters who refuse to think a ‘better mousetrap’ is even possible. This is especially true when it comes to Chatbots, as it has been one of the most discussed topics among internet marketers, at least in the last year. 

Have you ever visited a website, opened their “live chat” box for immediate support, then shortly thereafter, come to realize you were speaking with one of the recent, trendy forms of artificial intelligence? Odds are if you do much online, this experience is one that’s not a stranger to you. 

More and more brands today are utilizing Chatbots to help lower overhead, answer questions, and streamline their operations. However, not everyone agrees it is a truly valuable addition to the marketing mix. Which means there’s a roadblock.Continue reading

So Now You Want To Deliver Great Customer Experiences?   

If you are a marketer, manager, or marketing executive, you are probably always looking for innovative methods to improve your customer experience marketing as the result of extremely satisfied consumers is usually a more profitable business. In order to make the customer experience central of your success, you will need to enhance customer service in a digital way, create many personalized interactions, and consistently reward your most loyal customers.

Enhance Customer Service With Social Media

At the core of any great customer experience is excellent customer service. A study reported that 47 percent of consumers would shop at a competitor if they experienced poor customer service. Due to the astonishing results of this study, it’s simply not in your business’ best interest to deliver poor customer service to your customers. The good news is that these detrimental habits can be easily corrected with the proper training and resources.

To offer … Continue reading

Review Management – The Strategic Foundation for Your Business

Whether you sell to businesses or direct to consumers, local or international, to ensure your business success, you must establish a foundation of customers who believe in your products/services and are willing to share their opinions with others.

Over time your relationship with these customers grows broader and deeper, separating you from your competitors and making it much easier for new customers to choose your business.

This thought process is the foundation for review management. And understanding why a review management initiative should be at the top of your marketing checklist is pivotal to your success.

See What Your Customers See

Take a moment to do a search—the way a prospective customer might—for the type of product/service your business offers.  For example, if you are a kennel owner, type in ‘dog kennel’ and the city you are in.

  • Does your company come up on page one of the search results?
Continue reading

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.

Case in Point

A few years ago, American Airlines had a costly run in with a guitar. In fact, it cost the airline $180 million and a 10% loss in their stock prices. When a passenger witnessed the airline mishandling his guitar, which resulted in the instrument being seriously damaged, and the airline refused to pay for the … Continue reading

Why ‘Start With Why’ by Simon Sinek is Great

From time to time, team members will share their views stimulated from a piece by an industry thought leader. Here, our CEO, Lisa Maier, discusses an Inc article by one of her favorite authors, Simon Sinek.

Simon Sinek has a great TEDx talk, Start with Why – How Great Leaders Inspire Action. The main message is that most of us have it backwards: the most loyal customers don’t buy what you do, they buy why you do it. What you do simply proves what you believe. And when they buy from you, when they interact with you, they do so for themselves, because their ‘why’ is in resonation with your ‘why.’ This creates the most loyal relationship possible because it is based on identity.

What is interesting is that this is a treatise on attraction vs promotion in many ways, as it speaks to why and how we make … Continue reading

Connecting With Your Customers: Building A Strong Brand Backstory

From time to time, team members will share their views stimulated from a piece by an industry thought leader. Here, our CEO, Lisa Maier, discusses a Brand Strategy Insider article by Mark Di Somma,“ How To Build A Strong Brand Backstory.”

In this age of social media ascendancy, it is essential to think about the personalization of your brand, and its ability to connect palpably to your target segments. The thesis of this article is that one of the underused ways to build a brand that really connects is to use a backstory approach. This approach is completely different than the usual brand-building done by companies because it looks backwards – instead of forward – and connects seemingly unrelated dots to build a coherent story of who you are.

Because it is a story of discovery, it can be a much more engaging approach, which is a real positive … Continue reading