It’s 2016 which means your business is on social media – whether it’s Facebook, Google+, Twitter or some other social media network. We know you’re investing time and money engaging with your current and potential customers. But have you made the same level of investment into providing a person or company who is solely dedicated to customer service on social media?
Many brands, despite having a presence on social channels aren’t investing time and resources into great customer service on these platforms.
“A report by NM Incite into the ‘State of Social Customer Service’ found that although nearly 1 in 3 social media users prefer to reach out to a brand via social channels instead of over the phone, only 36% of users with a customer service inquiry reported having it solved quickly and effectively. 14% of users reported the company engaging quickly but failing to solve their issue, and 10% never received a response at all.” (more…)
Recently, the team at Upright learned about an update to the Google Local search results that will drastically effect local searches moving forward. When someone is looking for a business in their city to visit they will typically type phrases into Google that resemble “Cincinnati Dry Cleaning” or “Seafood in Cincinnati”. When the results for your search appear they will look like the image below which Google calls a “Snack Pack”:
We’ve all been in a situation where an experience with a business – local or national – was less than satisfactory, right!? You make an effort to call, and get no call back, or you share your experience with them in a survey and get a generic ‘thank you, we will try to do’ better response. By this time, your blood is boiling and you’ve decided to take your complaint to social media. Once you’ve written your 1-star review, you at least know that other customers will see this review. But did you ever get a response from the business, even on their own social media channel? Nope! Why do companies seem to be so awful at handling these situations? (more…)
We’ve all seen the posts that say, ‘If I sent you a message don’t click on it… it’s spam.’ Since business pages are attached to personal Facebook pages, we will want to take some extra steps in securing your Facebook profiles>
Don’t be alarmed, typically hackers that hack Facebook pages are trying to gather some information about you or to get others to click on a link so they hack their computer. It may sound scary but if you practice basic security skills, such as not sharing your credit card via Facebook messenger, then you should be good. We want to not only protect our personal accounts but our business accounts! With that being said, it’s better safe than sorry… literally. (more…)
Love it or hate it, there is no denying the influence of Facebook. The popular social media platform becomes more widely used each year. This trend has significant implications for your business. According to a 2012 State of Inbound Marketing report, 77% of B2C companies, and 43% of B2B companies acquired customers from Facebook.
Now more than ever, it is important for businesses to have a presence on Facebook. This means more than just having a business page. To appear on any newsfeeds, your page needs to be active with posts. Frequency of posts should keep you visible without being annoying or considered clutter. A good place to start is around three posts per week. From there you can adjust based on the response. (more…)
As you may already know, users are taking into account online reviews when it comes to their buying decisions. They are also reading reviews more often than in previous years, and they are forming opinions even quicker! Online reviews are crucial when it comes to turning a potential prospect into a lifelong customer.
However, did you know that ‘millennials’ are the ones that are writing AND reading the most reviews? Was that surprising to you? Millennials are getting a lot of heat these days from the older generations, but they seem to be bringing their a-game when it comes to online reviews. (more…)
Good, Fast, Cheap. You can only pick two. Running a small business comes with challenges that most people can hardly understand, and one challenge that seems to rear its head every day is customer satisfaction and expectations. Issues will arise daily within one of these three groups and every issue can be broken into one of these three categories:
- Good – Is the product or service meeting the level of expectation that the customer had set?
- Fast – Is the product or service delivered fast enough to meet the customer need?
- Cheap – Is the price low or high enough to satisfy everyone involved?
Once every six months our account managers will take a gander and see what competitors are doing with their online marketing efforts. This isn’t to copy them or ‘steal’ their strategies but to be totally aware of what the competition is up to. If you ignore your competition entirely, you may be missing out on some key elements to capture a potential customer who may be comparing the both of you.
Here are a few things we look for when studying competitors:
- Current coupons and specials
- Gimmicks to lure in customers
- First time customer promotions
- Social media strategy and posting schedule
- Local online marketing efforts
- Site design and navigation
Crafting a good marketing message is still about what it has always been about – speaking to the needs and desires of your prospective customers. In the early days of advertising, you had a limited number of ways to reach your prospect with that message, all falling into two basic categories – print or broadcast. In both cases, the communication was basically one way, so the message had to be direct and to the point. Today, the internet provides marketers with a whole new communication landscape, which is much more nuanced. When marketing through social media channels, it is important that you do not try a one-size-fits-all message. The objective is to start a conversation.
Social media messaging needs to feel less like a sales pitch and more like socializing. Platforms like Facebook and Twitter are meant to be interactive, so your messages should draw readers into an interaction with you. The copy that has worked for email blasts or newspaper advertisements is probably not going to work as well in this environment. The social media message should not jump straight into the pitch, but instead pique interest and inspire response. The conversation lets you get to know your prospect. This interactive marketing ultimately gives you a great advantage, because instead of trying to convince people they want what you are offering, you can offer them what they actually want. (more…)
In online marketing, certain reports become a point of fixation for marketers and business owners alike. Keyword Ranking reports are one of those reports that tend to look extremely valuable, but actually tend to leave out a lot information. If you’re unfamiliar with ranking reports, they are snapshots of how your website is appearing in search engines for a specific set of defined keywords. They tell you your websites position on a results page, which can indicate the amount of visitors that will make it your site. If you’re ranked number one you will get a lot more visitors than if you’re ranked number 11. Since this is so easy to understand and therefore it becomes a go to report for marketers. However, it’s up to us to explain what’s missing and stop a bad fixation.
Let’s go over a bit of a report from a service Upright likes to use Bright Local: