Just Get Serious About Success
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Just Get Serious About Success
A dynamic, engaging, and inspiring achievement and business speaker, Donna's exciting and insightful speeches have audiences ready to get se
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Social Media Customer Service Is Failing, and Other Marketing Stories of the Week

Social Media Customer Service Is Failing, and Other Marketing Stories of the Week | Just Get Serious About Success | Scoop.it

Social Media Customer Service Is a Failure, From PR-Squared

PR-Squared published a guest post this week from Frank Eliason, SVP of social media at Citibank. He discusses social media customer service and explains his opinion that, up until now, most businesses have failed at it. Whether businesses approach social media from a marketing, communications, or customer service standpoint, he believes that the company's social media focus is often misplaced. When everything is about metrics and ROI, he claims, the artistry is taken out of the work, and the communication fails to serve its purpose. While we at HubSpot do love our social media metrics, we can see his point when it comes to customer service.

Do you agree with his thoughts? Check out the full story here.


Facebook Launches Sponsored Results: PPC Ads in Facebook Search

The HubSpot blog once again has the honor of bringing you this week's Facebook update. PPC ads in Facebook search? Yup, you read the headline right: much like Google AdWords' sponsored results, Facebook is now offering marketers the option to purchase ad space in Facebook search results for specific keywords that return results for specific apps, Facebook pages, or places. This means that businesses can buy ad space to rank above their organically ranking competitors. Although these paid results will clearly display the word "Sponsored" above it, they may still outrank organic results, which ought to drive some traffic their way. These ads can't yet direct users to external web pages, but given all the options for attracting customers with Facebook, we imagine this may make an impact. Want to know more? Check out the full story here.


Which Are the Best Subject Lines In Your Sector? From Smart Insights

This week, the Smart Insights blog ran a story about successful email subject lines by industry. Whether you work in B2B, B2C, ecommerce, or nonprofit and doing email marketing, there's likely some data in Smart Insights' article that will be relevant to you. Some interesting insights include: overall, subject lines under 25 characters or above 80 characters tend to have the best open rate, with a so-called "dead zone" of email performance in between. When adding in click-through rate, the data skews further in favor of 80+ character subject lines. As the data gets divided by sector, though, things really get interesting. Are you curious? Check out the full story here.


Purchases Made Via Smartphone Have Highest Order Average, From MarketingProfs

For the ecommerce enthusiasts in our audience, this MarketingProfs article ought to have you intrigued by its headline alone. The average order value of purchases made on smartphones in Quarter 2 of 2012, as assessed by Monetate, reached $97.39, surpassing tablets ($96.11) and traditional devices ($91.86). Still, these numbers are down overall from Q1 2012. During that time, smartphones were at an average $104.96, tablets were at $96.83, and traditional devices were at $95.41. The study also includes many other ecommerce takeaway statistics, including the interesting fact that smartphone conversion rates hovered at a low 1.09%, as compared to tablets at 3.17% and traditional devices at 3.34%. Want to know more? Check out the full story here.

 

Google Search Results Show Some Facebook User Posts Leaking Out of Walled Garden, From Search Engine Land

Well, that headline certainly sounds ominous, no? Our friends over at Search Engine Land published a story about how Facebook user posts, previously kept entirely off-limits to people who aren't logged into their own Facebook accounts, appear to be creeping into Google's indexed search results. These are not to be confused with social Facebook comments left on other sites, posts on public Facebook pages like those for brands, or limited views of Facebook profiles not hidden from the search index. These are posts a user has made on his or her own profile. It's not clear exactly how this is happening, though the author supposes it might be due to the posts being explicitly linked to from third-party sites -- for instance, if the author had also sent the post to Twitter with a link back to the Facebook post, it might show up. Want to read the full analysis? Check out the complete story here.

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3 Case Studies of Social Media Customer Service Done Right | Jeffbullas's Blog

3 Case Studies of Social Media Customer Service Done Right | Jeffbullas's Blog | Just Get Serious About Success | Scoop.it
Social media is providing people with all new ways to share, collaborate and communicate. Facebook, Twitter and other social media platforms are available to companies looking to better connect with their customer base.

Via Dr. Susan Bainbridge
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16 Experts on the Future of Digital Customer Service

16 Experts on the Future of Digital Customer Service | Just Get Serious About Success | Scoop.it

Digital customer service is on the rise. More and more companies are finding their way to the social web to answer questions of clients and prospects. A study I conducted earlier this year showed that about one out of three companies is currently helping clients in the digital world. Even though this percentage is still rather low, I have the feeling that online customer support may become a mainstream element in a social media strategy. The performance of many companies is improving and most of the active players are already preparing for the future.

 

Looking at this evolution, I was wondering how webcare can be a differentiator in the future. What if the majority of the companies are offering online service, how can you stand out? To offer you a broad scope, I talked about this topic with a broad range of national and international experts, people from the field and opinion leaders. You can find their vision later in this post.

 

Based upon their feedback, it is clear that the future of online customer support is about being strong in 5 dimensions or at least in a number of these dimensions.

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7 Highly Effective Public Speaking Activities

7 Highly Effective Public Speaking Activities | Just Get Serious About Success | Scoop.it
Well designed and creatively used public speaking activities can go a long way towards helping you overcome stage fright and develop excellent public speaking skills.

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The Fastest Way to Improve Your Public Speaking Skills | The Speak Well

The Fastest Way to Improve Your Public Speaking Skills | The Speak Well | Just Get Serious About Success | Scoop.it

Given that it’s mid-August, this very brief post is written for people who cannot find the time to practice, prepare for or perfect their upcoming presentation. I get it. Between last-chance vacation days, Usain Bolt and Gabby Douglas, presidential running mate announcements, and well, the hottest summer on record, trying to carve out the time to do a dry run is as challenging as trying to beat Michael Phelps in the 200 Butterfly. So here’s a really quick way to improve: avoid the words “basically” and “actually.”

These filler words – second only to “um” and “ah” – are the main reason why your audience stops listening and starts thinking about your choice of neck tie or earrings, which then reminds them that they have to buy a birthday gift, and when was the last time they got their oil changed, and so on down the rabbit hole of distracted listening.

I was in the audience for a presentation the other day with 85 people stuffed into a hot and airless conference room. The first presenter was nervous and the second one was bored. They said the words “basically” and “actually” 23 times. It could have been a higher number, but I stopped counting to wipe the sweat from the back of my neck and look around the room. I noticed that no one was paying attention. The only time the audience re-connected with the speakers was when they said “Are there any questions?” There were no questions.


Via Charles Tiayon
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The Future of Sales Technology

The Future of Sales Technology | Just Get Serious About Success | Scoop.it
Salespeople are always the early adopters. Here's where they (and you) are heading.

Via The Fish Firm II
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ben bernard's comment, January 9, 2013 11:43 PM
thanks ! http://www.scoop.it/t/direct-marketing-services my newly made scoop.it :)
Patrick De Wijngaert's curator insight, January 21, 2013 1:22 PM

interesting

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5 Concerns For Small Business In 2013

5 Concerns For Small Business In 2013 | Just Get Serious About Success | Scoop.it
NEW YORK — In 2013, small business owners will contend with many of the same issues that made it hard to run their companies over the last 12 months. They're also heading into the new year with a lot of uncertainty.

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ben bernard's comment, January 9, 2013 11:43 PM
thanks ! http://www.scoop.it/t/direct-marketing-services my newly made scoop.it :)
Allce Kim's comment, January 19, 2013 2:19 AM
Nice ideas...http://www.scoop.it/t/android-application-develop-ment
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10 Guiding Principles for Start-ups

10 Guiding Principles for Start-ups | Just Get Serious About Success | Scoop.it
To build the most successful small business in the world, it takes 10 key principles.

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Robert Yn's comment, January 6, 2013 6:40 PM
Check Out Latest Sunny Leon Wallpapers Collection http://bollywoodglitz24.blogspot.com/2012/12/sunnyleonewallpaperhd07.html
ben bernard's comment, January 9, 2013 11:42 PM
thanks ! http://www.scoop.it/t/direct-marketing-services my newly made scoop.it :)
Bilal W.Dawoud's curator insight, April 23, 2013 4:22 AM

So true!

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The 5 Stages of Your Creative Process

The 5 Stages of Your Creative Process | Just Get Serious About Success | Scoop.it
I love the creative process. Yet I hate it, too. Creativity is almost always a love/hate/love relationship.

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jerome larose's comment, January 19, 2013 5:46 AM
i hope you'll get it soon
Tomek Pawliszyn's curator insight, February 3, 2013 6:00 AM

Great read!

Jed Fisher's curator insight, February 19, 2013 1:03 PM

Off topic but nice article. Always good to remember that it is a "process" and it's ok to go up and down through the process.

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Why Marketing Is Broken and How to Fix It

Why Marketing Is Broken and How to Fix It | Just Get Serious About Success | Scoop.it
The marketing world needs to stop being so afraid and start solving problems, according to Cindy Gallop, an entrepreneur and consultant whose prescription for growth calls for s...

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MindingYourBusiness's comment, January 23, 2013 1:40 PM
Marketing isn't broken. Big companies are just risk averse. Successful small businesses will always take the creative approach to marketing, because they have to (and they either don't have access to big data or don't know how to use it).
Bijaya Ghimire's comment, February 15, 2013 12:16 AM
http://volunteersummernepal.org/blood-donation-program
NfcSmartPoster1's curator insight, March 13, 2013 8:35 AM

Marketing Insight

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Customer Service vs. Customer Experience – Both are Vital but Not ...

Customer Service vs. Customer Experience – Both are Vital but Not ... | Just Get Serious About Success | Scoop.it
Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier including awareness, discovery, attraction, interaction, purchase, ...
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2013 Customer Service Strategy for Your Call Center - Customer Think (blog)

2013 Customer Service Strategy for Your Call Center - Customer Think (blog) | Just Get Serious About Success | Scoop.it

Call centers are used for outbound and inbound sales calls as well as customer service.

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Can you crowdsource customer service?

Can you crowdsource customer service? | Just Get Serious About Success | Scoop.it
Crowdsourcing customer service will be the key to engage customers and deliver a faster, richer, and more effective customer experience. (RT @frontreport: Can You Crowdsource Customer Service?

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INFOGRAPHIC: Using Twitter for Customer Service

INFOGRAPHIC: Using Twitter for Customer Service | Just Get Serious About Success | Scoop.it
An infographic about how to take advantage of Twitter for customer service.
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Customer Service: Three Telephone Tips

Customer Service: Three Telephone Tips | Just Get Serious About Success | Scoop.it
Communication Skills Made Easy...

To save time, build rapport, and provide exceptional customer service, you might find the following telephone tips helpful.


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How To Use Social Media As A Customer Service Tool

How To Use Social Media As A Customer Service Tool | Just Get Serious About Success | Scoop.it
It seems the world has gone social and businesses are struggling to keep up.
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Overcoming fear of public speaking - NorthJersey.com

Overcoming fear of public speaking - NorthJersey.com | Just Get Serious About Success | Scoop.it
A study showed that fear of public speaking is actually greater than the fear death. How that is possible is quite astounding. But it is true. People are terrified of public speaking. It should not be such a fearful plight. Here are some tips to walk you through what should be an easy process of speaking to an audience.

PHOTO COURTESY/THINKSTOCK
Public speaking can be daunting. Some tips can help calm fears and increase effectiveness.
Research your topic. Even if you consider yourself an authority on a given topic, the Internet is filled with information as well as misinformation. Try to fact-check what you've read to be sure that there is more than one source which concurs with the information.

Stay focused. It is always good to employ the use of stories, sidebars or metaphors. However, be sure that each aligns with your topic and does not confuse or refer to other topics which may distract an audience in their attempt to follow your line of thought.

Use a strong opening and closing. No matter how eloquent or well-researched your topic may be, the audience will only retain seven percent of what you say. Because of this, you want the audience to "walk away" with one or two main points. Make those points both in your opening and your closing.


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3 Best Ways to Say 'No'

3 Best Ways to Say 'No' | Just Get Serious About Success | Scoop.it
Struggling with productivity and time management?

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Joan Carles González Santamaría 's comment, January 4, 2013 3:49 AM
decir No ahora para decir Si cuando convenga.
Maid Marion's comment, January 7, 2013 6:43 PM
Check out my tips friends http://horseracingbettingtipss.wordpress.com/2013/01/04/ladbrokes-bonus-code/
David Job's curator insight, February 4, 2013 7:50 AM

To deal with assertiveness and stay focus

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5 Ways to Push Your Company Past the Startup Phase

5 Ways to Push Your Company Past the Startup Phase | Just Get Serious About Success | Scoop.it
Launching a startup is tough, but moving past start-up and into phase two can be even tougher.

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Maid Marion's comment, January 7, 2013 6:43 PM
Check out my tips friends http://horseracingbettingtipss.wordpress.com/2013/01/04/ladbrokes-bonus-code/
ben bernard's comment, January 9, 2013 11:43 PM
thanks ! http://www.scoop.it/t/direct-marketing-services my newly made scoop.it :)
EZIA's curator insight, February 3, 2013 12:43 AM

Ok - you started a business - then what?  Learn how to move into Phase two of your business - good article.

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5 Things Business Can Learn from a Tree - Forbes

5 Things Business Can Learn from a Tree - Forbes | Just Get Serious About Success | Scoop.it
I am always noticing metaphors, symbols, patterns. For a long time I have noticed the powerful principles embodied in the design and structure of a tree as it relates to business. I hope it helps your business like it has helped ours...

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Robert Yn's comment, January 6, 2013 6:40 PM
Check Out Latest Sunny Leon Wallpapers Collection http://bollywoodglitz24.blogspot.com/2012/12/sunnyleonewallpaperhd07.html
ben bernard's comment, January 9, 2013 11:43 PM
thanks ! http://www.scoop.it/t/direct-marketing-services my newly made scoop.it :)
Raja Kumar's comment, January 21, 2013 5:37 AM
thanks
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11 Words You Should Never Use in Sales or Marketing

11 Words You Should Never Use in Sales or Marketing | Just Get Serious About Success | Scoop.it
Want to stand out from the pack? Stop sounding like the pack.

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David Job's comment, January 23, 2013 12:12 PM
But feel free to use them INTERNALLY because they are driving your operationnal excellence strategy.
David Job's comment, January 23, 2013 12:12 PM
But feel free to use them INTERNALLY because they are driving your operationnal excellence strategy.
David Job's curator insight, January 23, 2013 12:13 PM
But feel free to use them INTERNALLY because they are driving your operationnal excellence strategy.
As the customer doesn't know much about operationnal excellence, indeed, using those words can be misunderstood.
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"Five Ways to Build Public Speaking into Your Marketing Plan"

"Five Ways to Build Public Speaking into Your Marketing Plan" | Just Get Serious About Success | Scoop.it

No news to buzz about? Speaking engagements to generate publicity.

Here are five tips for targeting -- and capitalizing on -- speaking opportunities:

 


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C. Selçuk Esendal's curator insight, January 15, 2013 11:14 PM

Foundation for ultimate success! Scoop it!

Patrick De Wijngaert's curator insight, January 21, 2013 1:21 PM

Build speaking into your marketing plan

Space Matrix's curator insight, February 8, 2013 6:10 AM

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Seven Options to Deliver Better Customer Service with a Shrinking Budget

Seven Options to Deliver Better Customer Service with a Shrinking Budget | Just Get Serious About Success | Scoop.it

“Sorry, Mr. Contact Center Manager, Carl, but next year’s budget for contact center customer service will go down by five percent. We expect you to provide the same level of customer service and even increase our Net Promoter Score. We all have to do more with less.”

If this sounds like your last budget discussion with your boss, you are probably already thinking about how you can meet this challenge. You know you can’t cut on resources because that hits your ability to meet service levels, and you also know that customers expect you to be open longer and respond faster to all of the channels a modern contact center customer service operation is expected to provide.


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Koen Vanderhoydonk's curator insight, December 25, 2012 3:13 PM

This also applies on Banking activities, where outsourcing is a very important element of our sectors future.

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Transform Your Social Media into a Digital Customer Service Experience

Transform Your Social Media into a Digital Customer Service Experience | Just Get Serious About Success | Scoop.it

Think about your current customer service efforts: perhaps you have a phone representative or email contact listed on your website. For today’s active online consumers, this will not be enough. The key to customer service is when multiple points of contact are set in place to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer’s expectation.

 

When you consider contemporary customer service, social media has become the star of the show. With brands directly connected to their fans through Facebook and Twitter, a new company + consumer relationship has truly taken off. It’s time to take your social media to new heights and deliver digital service to your consumer that is out of this world.

 

While social media provides a medium for public relations, marketing and advertising, these networks also heavily involve customer service, customer relationship management, sales, operations, human resources, plus research and development. At the forefront of all digital communication, social media does much more than just advertise. Realistically, there is no way to successfully leverage these networks if your strategy only includes marketing.

 

With millions of users tweeting and commenting about products they use or brands they love, develop a social media customer service plan for your business around what fans are saying. Whether that means a positive comment on Facebook, a fabulous review on Yelp, or re-tweet from an A-list celebrity, when consumers are sharing their experience, take note. What is key about the relationship with social media and consumers is that when integrated correctly, these networks open opportunities to positively boost the overall customer experience.

 

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Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management | Just Get Serious About Success | Scoop.it
  Are you able to provide unique, differentiated service experience to your customers?  Do your agents run through a pre-designed assembly line-like process with customers? Increasingly,...
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