Web site optimization, social media management, online advertising & more for today’s companies.
Author: Joe Beaulaurier
Joe Beaulaurier is the founder of Whatcom Marketing, a marketing consultancy serving small to mid-size companies' marketing needs in the Bellingham area and one of the first to provide full-service social media management services.
Involved with online business for more than 20 years, Beaulaurier's sales experience and industry evangelism make him a recognized and respected marketing professional.
Quick, show of hands, how many of you would be comfortable leaving your store unattended while you were out making deliveries? No one? Hmmm… interesting, because that’s pretty much the equivalent of what so many companies are doing right now.
John [customer] is irritated because he dialed in to a customer support department and was put on hold for 30 minutes. No one ever answered his call. He goes to the brand’s Facebook page and leaves a comment expressing his anger. No response. He then tweets at the brand’s Twitter profile. No response. So he writes a blog post criticizing the heck out of the brand and shares it all over the social Web. Still no response.
This situation really resonated with me since it is one of the very dangerous scenarios we protect our clients from with Whatcom Marketing’s Social Media Management services. We monitor for online comments, both praise and criticisms, and respond to ensure the customers’ needs are recognized and depending on our clients’ instructions, handle the issue (“We are so sorry to hear of your experience. Your account has been refunded.”) or assure the customer that they’ve been heard and a response is forthcoming (“We are so sorry to hear of your experience. We’re going to have someone in charge contact you right away.”).
Are you leaving your store unattended and customers ignored? Locking them out isn’t an option. Call us today.
Social media sites like Facebook and Twitter provide small businesses a very cost-effective way to attract new customers and build their referral business. But it is something they are often not able to take advantage of due to time and expertise constraints. This is why Whatcom Marketing has launched a number of social media management services that enable small business owners to enjoy the benefits of a solid social media strategy without the significant time investment and risk of embarrassing themselves by working without a plan or strategy.
Now that companies are able to quickly and widely communicate with their markets through a multitude of inexpensive channels, would you be surprised to learn most still fail to use the most powerful marketing weapon in their arsenal?
It’s sitting there, ready to be deployed and doesn’t cost anything. Most know of it, use it in casual conversation but when it comes to promoting products and services they fail to reach for it.
You’ve read for years now that your company should be engaging in social media (Facebook, Twitter, YouTube, etc.) and “participating in the conversation.” But that means sometimes encountering someone who will call you names while saying your service sucks and your policies are so bad that your business should be boycotted. Who would want that, right?
Having to participate in conversations where you or staff represent your company and everyone else can be anonymous is an unfair playing field. You want to be positive and professional while they can call you names and make baseless accusations. Run, run away fast, seems to be the best advice. Continue reading “Fear of Social Media”
I just visited the web site of a decades-old marketing agency. I was excited to learn about their offerings and who their staff were. They were located in the Northwest so I thought it would be worthwhile to tuck away their contact information for future reference. But then I saw it. It made me twitch. It made me realize that I’d most likely never want to ask this company to assist a client.
Do you put your shoes on before your pants? No, of course not. Things get a lot more difficult if you did, right? So why do you, mister and missus business professional, always insist on creating logos, graphics, signs, web sites, emails, and other business / product identifiers before you know who your target market is, what your best offer to them is and how best to reach them?
Committing to visual and messaging elements of your company’s marketing before understanding your market is much like putting your shoes on before your pants (or “handing a blind man a gun” or “the tail wagging the dog” if you love metaphors). You may be able to ultimately get your pants on but you’ll struggle, work really, really hard and look silly doing it.
Chris Brogan is a great resource of free flowing discoveries of what works, what doesn’t and new discoveries in business development and marketing. He just put up a quick post about how “his” cab driver (read the post to understand why I placed quotation marks around “his”) demonstrated incredible business intelligence, teaching “me more about business than most business books.”
I’ve ridden in dozen of cabs and only once, in Las Vegas, did a driver engage me as to my need for rides in the immediate future. And, like Chris, I too took advantage of the opportunity to call “my” cab.
Ask for the sale people. It’s right there if you’ll only ask.
It’s the greatest source of frustration for business owners. You pay a pile of money, provide a great valuable offer and you get little to no response from your advertising. Is it the advertising venue’s fault? Is it the wrong time to do this? Is it that you didn’t spend enough money?
It’s probably because your advertising did not stand out enough to be recognized as relevant to your target market. In short, while they may have seen it, they didn’t SEE it.
I’ve used radio recently to advertise promotions occuring at the same time the ads were played. They were very successful at driving 30-50 year olds to the promotion. There was some print and direct marketing done ahead of time which hopefully helped create the success with the radio spots.
But even with such evidence to the contrary, I have to ask, is anyone listening to radio these days? I see my wife and kids plugging their music players into the car’s auxillary input jack all the time. And when home, their music players are their source of background music. I’ve noticed coworkers streaming Pandora and other music websservices for music at their desks unless they are using their music players too. I just don’t see/hear people listening to local radio stations any more.