The Internet has revolutionized almost every facet of our business and personal lives over the past 20 years. Today, we have entered another far-reaching revolution which has created new and different consumer behaviors.
Only five years ago, there term “like” was just another word used to describe one’s preferences. In today’s digital universe, however, the notion of “liking” something has become ubiquitous. Liking is one of the primary ways people exert their tastes and preferences online, and it has created an entirely new type of conversation – one between consumers and brands.
Some have tried to calculate the ROI of a like for a brand, while others argue that the intrinsic value of a like can’t be quantified.
Lab42 asked 1000 social media respondents to identify what motivated (and prevented) them from showing their support for brands on Facebook. The results actually bring up a few new feature ideas Facebook should consider if it wants to keep business owners and marketers happy. See for yourself to see what people are saying.
Entrepreneur (blog)Rethinking Social Media's ROIMediaPost CommunicationsHistorically, return on investment (ROI) has been predominantly based on financial considerations. This is changing as other parameters must be considered.
Gone are the days when businesses could rely on crafty salesman alone to sell their products and services: today's customer is only a click...
Today's customer is only a click away from obtaining a huge variety of information about your brand and the things that you sell.
This highly informed customer wants you to know as much about them as they know about you.
This is because great interactions with customers begins with knowing your customers wants and needs.
Given that you aren't able to meet each and every one of them, how can you achieve this?
The answer is through research: studies in social psychology and customer satisfaction reveal consistent patterns of human behavior and the thoughts that people hold about the brands they interact with.
Help Scout showcases in this Infographic, 10 of the most important things that your customers wish you knew about them
What's happened to exclusivity? It’s not exclusive anymore—and that, to me, is a bit of a problem. The trend among many companies and brands is to offer “exclusive” to everyone.
Everyone Can’t be a VIP
Even in our ultra-connected society, there is still room for exclusivity. In a good way. VIPs are actually Very Important People, as in, your most loyal customers and brand evangelists.
How many tweets or invites do you get via social media now that are obviously inviting everyone to become a VIP? Or to download something “exclusive” when you know it’s available to anyone with a computer and internet access?
Exclusivity can add value to your brand while directly targeting communication and perks to a select audience.
There’s an art to creating and being exclusive. Bryan Kramer shares these five points:
1) Give more than you get. People want to know what’s in it for them—basic human nature
If you’re offering something exclusive, be sure the perceived value outweighs the cost to the consumer
2) Make it special. Simply put, “exclusive” means there is no possibility of getting it elsewhere
By targeting a particular segment for special perks or privileges—you can create your most loyal evangelists
3) Know what your VIPs need, then give it to them
The key to this is to 'Listen'
4) Create raving fans
Everyone that receives better than great customer service—the highest level possible—has the potential to become a raving fan
5) Give people bragging rights
Word of mouth is incredibly infectious and effective, and when you establish a special connection with your most loyal evangelists—and give them a brand experience worth talking about—then you’ve helped to create a desire to share their experience with everyone else
Key Takeaway: The amount of love you put into something is how much you’ll get back.
Remember: It’s the totality of the experience that makes someone value his or her true VIP status.
People enjoy spending time on social media platforms because they love the interaction and conversations they find there. Brands love social media platforms (Now This is What Social Media Marketing Should Look Like!
Facebook's ad tracking program, “View Tags”, lets advertisers drop cookies on people who see their Facebook ads and track if they buy something later. Results also show that up to 87% of conversions can come from views, rather than clicks.
Mobile Device Management For Your BusinessResource Nation (blog)mobile device management Over the past few years, businesses have become increasingly dependent on having digital information like email and business applications accessible at all...
Facebook just announced they are implementing one of their most requested features: a share button for the mobile app. If you've ever been frustrated because you couldn't share content from your smart...
John Tschohl is a recognized customer service expert drawing from years of experience sharing methodologies, tips and best practices. This is one in a series of articles from John that we will feature in the Expert Corner on the Desk.com blog.