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Social Media and Customer Service

IMAGE5.pngSocial media sites such as Twitter and Facebook has become more than a tool to create an online marketing campaign and advertisement.  Nowadays, customers are also using this to reach and solicit advice and get customer support.  Based on the study conducted by Nielsen, more than half of the consumers are directing to the social media account of the company to complain, report satisfaction or ask anything associated with the product.  This study shows that Social media and customer service correlate with each other.

Social Customer Care

The Social Customer Care which is a term used for Social media and customer service is not a whole new term and concept; it has been a major factor that is providing a multi-channel service that provides a whole lot of opportunity for the B2B companies to affect the loyalty of the customer as well as increase their sales.  The consumers are looking for ways on how to easily and seamlessly connect to the company, and social media is one of them.  Nowadays, having a social media account will no longer cut the deal, you need to have a strong online presence and authority to attract the consumers.  Here are some tips on how you can raise your social media authority and provide a great customer support experience to your consumers.

Tips for Social media and Customer Service

Where are your customers?

The first thing you have to consider is what type of social media platforms do your customers generally use?  This will help you in determining where to allocate your efforts and resources and what social media account you should maintain.  Most companies tend to utilize Social media and customer service on Facebook and twitter since there is a higher concentration of their customers on those platforms.  There are also other companies that use Pinterest, Instagram, Google+ and others.  In order to find out which platform to use, find out whether people are talking about you online.  If there are no people discussing your product and services, then forcibly include your brand on their conversation.  Put something on value with your product and people will start talking about it.


Listening is one of the most crucial factors in Social media and customer service.  You have to listen to the complaints, input and praises of the consumers.  According to the latest survey of Oracle, around 43% of the respondents wanted to receive a direct answer to their queries.  More than 88% of them vows to never purchase on a company that leaves unanswered complaints and questions 

Keep Track

When you are managing a social media account, it is important to note that it is not just a ticket system for your Social media and customer service.  If there is a large traffic on your site, most often than not, lots of question will be posted.  Not every question needs an answer; there will always be another consumer willing to reply to a certain question.  Questions that need immediate answers are technical-related issues, complaints, urgent services and issues.

Every time you receive a question make sure you are well aware bout the past of the customer, whether you have interacted with that person in the past or they have similar issues before.  This will be an effective part of Social media and customer service.

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How to be Successful in Your Business Development

unnamed.jpgEverybody understands that having multiple marketing and advertising strategies can make your business known, both by other business owners and your potential customers. But only a few successful businesses understand the importance of a well-organized and well-planned business development.

Business development is a way of improving relationships with your current clients as well as getting more potential clients for your business. Whether you have your own business, working in a small firm or a big firm, it’s important that you understand that this is crucial for your business.

Steps on How to Become Successful in Business Development

Step 1: Understand the ins and outs of your company. If you’re the owner of your business, then list down all the important details about your business. But if you’re new to the industry, then review all the products and services that the business has to offer. Do a research on the background of the company, who contributes and what competitive advantage it has among other competitors 

Step 2: Make a short pitch. Create a 60-second summary about your company and what it offers. This should be short, concise and would need to have all the important details. Practice your script in front of a mirror, your family members or even friends. Make it sound natural and interesting for your business development.

Step 3: If you need promotional materials that would be relevant to your pitch, make sure you design and print it yourself. Business cards are vital because you’d need to leave something behind after talking to your potential clients. Don’t forget to create a brochure and website that would reflect your company’s personality.

Step 4: Join sites that’s relevant for your business networking. Create friendly but professional profiles in LinkedIn, Entrepreneur Connect, Ryze, Facebook, Twitter, and Google Plus.

Step 5: List down all your primary contacts. This includes your family, friends, schoolmates, associates, the people you’ve dated, old friends or anybody you know. Use your profile accounts to search for them and know what they do.

Step 6: Send letters and emails to your primary contacts. Do not make it look like mass mailing, but include a short personal message so that they would feel it’s personal. Don’t forget to include a short summary of the company you’re working with and what you do as a business development.

Step 7: Attend meetings that would be relevant to your company such as professional organizations, your local chamber of commerce and many more. Meet with your peers and find new people that are outside your profession. It’s important that you expand your contacts.

Step 8: Introduce yourself in all the meetings you’ve attended and always give business cards to the people you meet. Get their business cards and make a note on the back describing the person. When you get home, message them via email and continue your conversation.

Step 9: Always follow up your contacts via snail mail or email. Don’t forget to be personal so that they won’t feel it’s just for business purposes.

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Tips for Being Successful Business to Business Networking

IMAGE-3.jpgSocial Networking platforms and online networking has reached into new sorts of popularity over the years. The prevalence and number of individual systems administration events have additionally expanded offering boundless of open doors for the individuals who wanted to see what is going on in the real world of the business sector.  You should keep it in mind that an effective and successful business to business networking is about creating and forging a relationship, developing trust and finding out how you can extend help to others.  Here are additional tips on how to have a successful Business to Business Networking. 

Tips on a Successful Business to Business Networking


Doing your homework is always vital before you venture out into something associated with successful business to business networking.  You should never go into B2B networking without knowing anything about it.  Make sure you are well aware of the topic of the event and the people who will be attending the event.  One tip is to arm yourself with the basic of the knowledge on the topic of the occasion.  This will enable you to join different group conversation and create an ongoing discussion with different sets of people.  You may be able to see the people that are expected to attend by looking on the Facebook event page or see the people posting twitter status regarding it.

Practice Makes Perfect

A lot of investors and decision-makers usually attend successful business to business networking events so make sure you have created a perfect pitch for your business.  These events are permitting the business to create a short introduction for their business so make sure you will be able to impress these decision-maker with that.  Keep it very short but concise.  Ensure that you will be able to convey the right message to the audience.

Business Cards

Business Cards should never be forgotten during successful business to business networking.  This will make you look more professional than giving your contact information on the piece of paper or tissue paper.  It is so easy to create a business card using the templates provided online and can be conveniently printed using any type of printers.  Include your social networking profile.

Optimize your Online Profile

Make sure your online social sites are complete with information.  Your LinkedIn should be complete with educational background and Job experiences and training or seminars.  To have a successful business to business networking, maximize the connection of your LinkedIn by adding the business profiles.  Your Facebook profile should be good and clean.  Make sure the information, picture and updates are professional.  Twitter should also be the same.

Start a Blog

Starting a blog such as Wordpress, blogger, tumbler can increase your online presence and can bring you success in B2B networking.  Once your blog is already attracting traffic, include your social media profiles such as Facebook and LinkedIn 

A successful business to business networking is n opportunity to forge relationship not only with your business partners but also with the consumers.

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Essential Strategies for Building a Strong Brand

BRANDING.jpgA brand can be considered as one of the most significant assets of an enterprise. This explains why an organization allots its resources for the purpose of building a strong brand. Crafting a recognizable and sustainable brand, however, is not an easy feat. It does not require a single strategy, but a mix of various strategies. There is a need to have a clear image of what the company is all about, which means that there should be a unified message about the mission and vision of the business. Your brand will serve as your identity. It will be reflective of your core values. It will create an emotional connection to your target market. With all of these things, there is no wonder why building a strong brand should be given emphasis in any organization, even for small businesses.

Know your Target Market

In building a strong brand, one of the first things that should be done is for you to know your audience. This would necessitate the need to learn their preferences, needs, behaviors, and other factors that will dictate how you would be more appealing for them. Keep in mind that there is no one-size-fits-all approach when it comes to branding. There should be different strategies when targeting different segments. Find your niche and research about how you can captivate their attention. This will form the basis of how you can craft a valuable brand.

Tap your Creative Skills

Another essential in building a strong brand is creativity. In a market that is saturated in terms of alternatives, you can stand out by being unique. Create marketing strategies that are out-of-the-box. Do not be afraid to experiment. Be as creative as possible. Customers will be more attracted to your brand if they see that you are different from all others.

Promote your Brand

This is another critical component of building a strong brand. It is not enough that you have a recognizable brand name. The more important thing is for you to think of how you can possibly promote your brand and reach your target market. In building a strong brand, one of the best ways to promote your business would be through online marketing. Having a well-crafted website and being present in social media platforms will help a lot in nurturing your brand. Offline marketing channels, such as the distribution of flyers, among others, will also be a big help. Make sure to promote your specific brand, and not the entire industry.

Be Consistent

Lastly, building a strong brand requires consistency. In order to achieve recognition, consistent application of your branding strategies must be practiced. Meaning, whether it is in traditional or contemporary approaches to marketing, whether it is online or offline, your brand must have the same personality. 

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Elements of a Successful Campaign Strategy

smm-post-1.pngA successful campaign strategy must be well-thought-of and meet certain criteria. Knowing what makes a marketing campaign effective is the first step in ensuring that the marketing efforts are not just a waste of time and money. Below are the elements of a successful campaign strategy 

Know the Target Market

It is important for any campaign strategy to establish the identity of the potential customers. One of the most common methods in marketing is to treat everyone as the target audience. But in reality, only a few businesses are able to make their campaign strategy address everyone as a future client.

On order to know the target market, it is vital that the company knows one’s business and niche. That way they will be able to determine who to target and convert into sale through the campaign strategy.

Choose the Right Platforms

Another important element of a campaign strategy is to use the right platforms to engage the audience. Having a website alone is not enough to have the right online presence. Some businesses think that having more is better than one.

At present, social media networks such as Twitter, YouTube and Facebook are popular among consumers. But chances are, the business can only benefit from engaging on some of the platforms. The best advice to businesses is to try using all the available platforms and then focus on the ones that provide the best results.

Act on Leads

It is important to consider all the people who have entered the sales funnel to be valuable, even those who left early. A campaign strategy must include analyzing the data accumulated from every sales funnel, whether it is from social media accounts, website or the mailing list. That way, the company will be able to identify what worked and what didn’t.

Follow Up on Leads

Some businesses tend to forget about leads that don’t convert. But that should not be the case. There are instances in which a little follow up can lead to a conversion. A campaign strategy should also include following up with an automated email or an ad that can help in engaging non-converting leads.

Effective Call to Action 

A successful campaign strategy includes an effective call to action. There will be no sale if there is no CTA. The campaign should not be too advertorial. To achieve success with a marketing campaign, it is important to make the consumer do the action because one wants to do it.

A campaign strategy can be complex, but the successful ones all have something in common. The more research and thought that a company puts into their marketing campaign, the better the results will be. The elements mentioned above will help a business reach one’s goals via its marketing efforts.


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Advantages of Choosing Social in Social Media versus Traditional Marketing

Lavoro Twitter Post.jpgYou may feel like sulking about the fact of how you do not have enough budgets to afford a wide scale, Traditional Marketing campaign. Then again, you may see this as a blessing in disguise. When comparing Social Media versus Traditional Marketing, you may discover how the previous channel will be more advantageous for your business.

Here are some ways of why Facebook or Pinterest may win when you consider a comparison between Social Media versus Traditional Marketing:

Going Targeted in Social Media versus Traditional Marketing

When you use Traditional Marketing, you will also tend to reach a mass market. This can be beneficial if you are introducing your product on a nationwide basis. However if you are simply selling your items or services within a community, you’ll get more of your budget’s worth when you invest your budgets in Social Media. This is how going social can win more when you’re considering Social Media versus Traditional Marketing.

For instance, there is simply no need to buy a really expensive, yet tiny media spot during the Super Bowl, when you’re only talking about a store in Philadelphia and nowhere else.

Social Media is Less Expensive than Traditional Marketing

If you buy a pot in Facebook Ads, the extent of your payments will depend on how much budget you can only afford.

This means if you can happen to allow more dollars to spend for additional Likes and impressions, then you can still get featured for as long as you wish. This is how Facebook wins when you’re considering Social Media versus Traditional Marketing. Unfortunately, Traditional Marketing will require for you to have a minimum set of the budget before allowing for your material to get seen by various viewers.

Increase of Customer Feedback

Upon considering Social Media versus Traditional Marketing, going social also provides you the opportunity to check on the progress of your campaign in real time. You will no longer need to wait for weeks or a few months, to see how your material is doing within the past few days. All you’ll have to do is log in your account, and you may already see the reach, impressions and click-through which went down in your social efforts.

Going Social Lets You Build More Communities

After following through your social audiences’ feedback and level of response during the campaign, social media gives you the chance to share more varied values to your followers. Traditional Marketers only allow for materials to be shaped in one way. These include 30-seconders of television commercials or 10-seconders of radio ads. 

When you have a Social Media campaign, you’ll find how it can win more as you think of Social Media versus Traditional Marketing. This is because at a minimum cost and with just a single page, your followers can already follow through every phase of your messages depending on what you will be posting. 

Upon considering Social Media versus Traditional Marketing, you will find how Social Media Marketing can have more impact on your business. This is especially true when you own a start-up. See how the benefits of going social for your business can apply to you and consider your options today.

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Social Media Marketing: What the Future Looks Like

post1.jpgThe future of marketing is social – this is one thing that cannot be denounced. In recent years, many companies, including small-scale businesses, have already turned to social media in order to reach their target audience. One important concern, however, is how social media marketing will be in the future. Will it remain a cost-efficient strategy to promote a business? Is it going to slowly die and be replaced by new marketing channels? Will it reach saturation and seek for a replacement? Keep on reading and we will examine some of the possibilities on how social media marketing will be in the years to come.

Social media is already smart these days. In the upcoming years, it is going to be even smarter. There is no other way to go but up. Artificial intelligence and semantic search will be seen more on these platforms. In the field of marketing, these means that companies will have better ways of analyzing consumer behavior, increasing the likelihood of creating social media marketing campaigns with a high level of effectiveness.  With the rise of big data, in the future, data will even be bigger. Companies will continue to collect more information from their clients. Such will be used to improve social media marketing. This is already one thing that is prevalent today, but in the future, it will not only be optional but a necessity. Businesses will be more focused towards extracting data from their clients.

The future looks bright for smartphones. As experts have previously predicted, since smartphones have already taken desktop computers as primary tools for accessing the internet, the demise of desktops will be on its way. The same thing holds true in the case of laptops. With smartphones being smarter, it can do more. Therefore, social media marketing must be focused on optimizing contents for mobile viewing. Having a mobile version of a company’s website will be necessary, and those who will not be able to have such will be easily overtaken by their competitors.

Today, the concept of social media marketing is still a bit complicated. Small businesses wanting to improve their presence online will find the need to work with the pros and pay for their services. There are also limitations in terms of bandwidth. In the future, however, it is believed that using social media for the purpose of marketing will be a lot easier, and hence, almost anyone can do it successfully. New technologies will exist for the automation of marketing processes, including the creation of content and having such deployed. 

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Retail Returns and Customer Confidence

return policy.jpgAs we begin the new year, and the holiday are behind us.  In the reverse logistics world, things are just heating up.  I was in the returns line the other day at Costco, returning an item I did not give as a gift.  In line a man was talking to his wife about how much returns there are after the holidays.  He stated, "I wanted how much there is in returns after the holidays".  Funny, I do not think he was expecting an answer when I turned around and told him over $260 billion.  His eyes grew as large as lemons.  I had just read an article "Holiday returns push retailers to optimize reverse logistics processes" by The Strategic Sourceror.  This article not only stated this number, but also went on to talk about some of the issues that will become problematic this year.

Dr. Dale Rogers was quoted in the article stating, "Nearly 70 percent of retailers lack a cohesive plan for handling the returns and reverse logistics of omnichannel purchasing."  This is troubling when you consider the number of returns.  The sheer number alone will overwhelm a retailer's bottom line, inflate a companies balance sheet, and even inflate the GDP.  With this amount of returns, and many of these coming back from online channels, fraud will take its place in this process as well.  And this will eventually trickle down in some way to the end consumer.  How often have you purchased something you think is new, only to end up at home with an already opened package, and sometime a package that has a used item in it.  This is a real problem, as retailers tend to put unopened looking items back on the shelf or online for resale as new stock items.

There is a unique trust factor and reputation that is at risk here.  I tend not to shop at stored who give me new product and it is not.  I will not shop at stores who sell me new product and it is not, and will blame me for the return.  Having a thoroughly thought out plan as a retailer, and creating processes to help avoid this risk to them self and frustration to the end customer is key.  Using Third Party Service Providers (3PSP's), experts at handling these sort of returns an situation dispels the risk and ads confidence to the retailers new stock sales moving forward.

All of this is about the end user, customer, and protecting your brand.

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Revere Logistics as a Value Added Service

value add.jpgThis is a great article on some of the current information, Hailey Lynn McKeffry, Editor in Chief for the EBN writes in her article titled, "Climbing the Reverse Logistics Mountain" how in the past, RL was a necessary evil, and now is a value add to OEM and Retail supply chains. I think that the majority of us that have worked in the RL world over the years have seen this change and understand the concept.  I also see that the true benefit is not always being implemented and used even today when data and dollars prove this to be the case.  There are dollars being left on the table and customer service satisfaction can be leveraged through looking at the entire supply chain as a value add versus the necessary evil.

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Reverse Logistics and Social Media


For any Third Party Service Provider (3PSP), not only is social media key to thought leadership and company recognition, but with is article written a few years ago, "Social media as a touch point in reverse logistics: scale development and validation", there is some valuable information and data that should be considered.  As the world continues to change and customers depend more on social media and the world wide web to make buying decision before purchases, 3PSP's should be working hard to determine how they can assist in the customer service end of the reverse logistics process.  What I find is that most 3PSP's are not embracing social media, they look it as taboo, and that is primarily because they do not know how to use it.  There is so much good being done for companies and for these companies customers through social media that it strikes me odd that the majority of the RL world sits in denial.



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