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My Home Depot: The Go-Getters Guide to a Remarkable Experience

Customers don’t care what you do. They only care what they are left with after you’ve done it. Do you notice the customer experience you receive at a business you frequently visit? With most customers, the answer is yes if the experience is bad. The extreme endpoint of the service experience. Occasionally, however, customers make note of a customer experience design that is just average. And average experiences won’t help your business, will they? So businesses should be continually looking to improve customer experience, yes? I often take note of my home depot customer experience design and think about the changes I would make if I was in charge. This blog is a discussion of how my wife and I would improve my Home Depot customer experience.
my home depot
My home depot.
Check out our thoughts on customer focus.
We often get questions and comments on delivering great customer service and experiences. They are from both clients directly and customers commenting on our blog.
Many relate to customer service actions that are reminders of what we already know (but we occasionally forget).
These are big enablers of customer service. They usually won’t create Wow service on their own, but their absence is noted by customers and lowers excellent customer service to just good enough or less.
See our article on  Client Satisfaction …10 Secrets to Improve Customer Experience
What are the ways this Home Depot was just average in its customer experience design? Consider Home Depot’s explicit operations and design:
 
saving you time
Are they saving you time?

Saving you time

One of the most important needs of most customers is time … no one ever has enough and if you are a customer like me, you hate waiting for service in anything.
There two big-time wasters at the Home Depot.
The first is trying to find what you are looking for. This is almost always an issue for us.
Usually, when we ask directions we get a prompt answer to an aisle, which certainly shortens the search, but not enough in our mind.
The second is trying to find someone to help you. That also includes someone who can handle 90% of the answers. That rarely happens on the first try.
 

My Home Depot  … show the value

In their store, as well as on their website, you can never find product value statements or recommendations. If you want recommendations on the best value you must ask.
And when you do, you rarely get a convincing answer. No real unique selling points for the store as a whole, at least that was obvious to us.

 

 Store to web site integration

I visit Home Depot quite often and use their website even more frequently. In all those visits, I have been shown a terminal where the customer actually used it to answer my question only once.
My bet is that there only 2-3 computers in the entire store where a customer clerk could look online to get information and answers on products. And service for products is even a bigger issue. An area where small changes could provide big improvements

 

Customer education

 Home Depot used to do a decent job in educating their Do-It-Yourself customers by adding a learning center in both the store and online.
The online service is still better than average, but again, they could do a lot more by integrating online and in-store customer education.
Many of the employees are just clerks and know very little about products and do it yourself activities. 

  

My Home Depot … lots of help and directions 

All stage employees should be encouraged to be ‘assertively friendly’.  They should seek out those who look like they need help before they come looking for help.
But this rarely if ever happens.
The Home Depot stores are very large and directions can be confusing. The last thing customers need is to not be able to find what they are looking for. As a result, signs have to be super easy to navigate and offer simple ways to get from one place to another.
Wouldn’t it be easy to create store maps to give to customers in need?
Apparently not so easy.

 

Take nothing for granted

Don’t take a customer’s loyalty for granted, especially when dealing with first-time shoppers. The key to customer loyalty is not just by providing a quality service or product, but how you service and support it.
Meeting customer expectations in a first sale may not be enough. First-time buyers want to know you care.  For loyalty to endure, it must be noticed and acknowledged.
That means some top-notch unique actions on behalf of customers. Have you ever received any of these? We have not.
Again, Home Depot signals that they are happy with an average customer experience.

 

 

product choices
Your product choices?

Product choices

Have you ever been into a store that has more product options? I am not talking about product sizes here.
I am talking about different brands that do basically the same thing.
And that is not a customer benefit, because too many choices make decisions much more difficult, especially when Home Depot employees can’t tell you which product is best.

  

Stand tall on customer issues

Being a customer advocate is often tough for many businesses. Many overcome this by defining a customer bill of rights and displaying in the store and online.
No way to not follow these as they are predominantly displayed. Ever seen one at Home Depot? Nope, not us. But certainly at other brands.

 

 Build trust

When you save your customer time, deliver quality service, stand tall on customer issues, and always show your value, you definitely build trust.
And trust is the basis of great customer relationships and follow-on business.
A definite win-win.

  

Looking for customer feedback

As customers both my wife and I like to have a business seek out our opinions.
Shows they care. On the flip side, if a business never asks, or has no way to solicit suggestions, it shows they don’t care very much.
Where do you think Home Depot falls on this spectrum?

 

Immerse customers in brand 

At many businesses, you can look in any direction and see the branding all around. And we are not talking abound simple brand identity here.
We are talking about things that remind customers about things the brand believes in, or stands for, in the store or online.
It works to surround you with the customer experience at every moment.
Home Depot can do more to stand out in this area, much more.

 

Customer experience design certainly should show how much a business appreciates the importance of customers, shouldn’t it? It’s a culture they seem proud to stand behind.
Companies that are proactively managing all elements of their customer experiences are most successful in achieving customer loyalty.
 
Customer experience actions that are remarkable get talked about. And getting talked about in this light is a great thing, right?
No question. So ignoring well-known customer experience annoyances is a big no-no.
Here’s the thing, customer experience design isn’t just a new way of marketing, it’s really a new way of running a business. Many businesses certainly have figured this out and are using customer experience to rapidly grow their business.
Home Depot needs to better understand this concept.
Related post: Random Acts of Kindness for Customer Experience Improvements

Summary

 

Remember one simple thing here: all employees need to view themselves as customer advocates, period.
Customer service actions that are remarkable get talked about. And getting talked about in this light is a great thing, right?
No question.
customer_experience_design
 
Do you have a lesson about making your customer experience better you can share with this community? Have any questions or comments to add in the section below?
  
Need some help in building better customer trust from your customer engagement? Creative ideas to help grow your customer relationships?
 
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job and pay for results.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
Test. Learn. Improve. Repeat.
Are you devoting enough energy to improving your continuous learning for yourself and your team?
 
Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
  
More reading on customer experience from our Library:
Customer Orientation … the Worst Customer Experience Mistakes
Customer Experience Optimization … 10 Employee Actions that Lower It
Building a Customer Experience Strategy for Business Success
10 Ways to Employ Customer Experience for Influence
 
Like this short blog? Follow Digital Spark Marketing on LinkedIn or add us to your circles for 3-4 short, interesting blogs, stories per week.
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Easy Ways to Find and Keep Your Best Customers

Starting a business isn’t always easy, but if you find that you don’t quite fit in the corporate world or don’t want to be boxed into a 9-to-5 schedule, entrepreneurship is a great choice. But as with all things, the first steps are the hardest. Even if you are the best in your industry, selling yourself – which is a necessity as a small business owner – can be intimidating. Once you’ve acquired those first customers, you’ll be more confident and can work to keep your best customers.
keep your best customers
Keep your best customers.

Start social

One of the first things you can do to get your name into the public spotlight is to go social. Sites like Twitter, Instagram, and Facebook already have an audience, and you can target potential customers based on your preferred demographics.
CoSchedule explains that social media provides a platform upon which to create brand recognition and to get to know your customers. In addition to interacting with buyers and potential buyers, your social media accounts are a great way to promote contests and special offers.
Take steps to ensure your branding remains consistent across your social profiles, business web design, and other marketing materials.

Become a chameleon

Change is good. Keep that thought in your mind as you learn how to adapt your business to your customer base. Their taste will change, and you will have to learn how to react to these needs, much like a chameleon adapts to his environment to stay alive.
If you sell clothing, for instance, change or inventory up each season, and make sure to stay abreast of emerging fashion trends. Many wholesale clothing distributors even offer drop shipping options, so you aren’t stuck with last season’s products that you’ll have to sell at a loss.
customer retention tactics
Customer retention tactics.
You can also keep your customers happy by providing a selection of complimentary items that fit the theme of your business. In the clothing retailer example above, you might sell trendy jewelry in the summer and infinity scarves in the fall.

 

Expand and accelerate

As you continue to broaden your product line or service offerings, you’ll get a clearer picture of what your customers want. If you find their demands exceed what you are capable of offering with your current budget, you may be able to get a financial boost via crowdfunding.
Fundera asserts that offering your potential investors (your previously satisfied customers) incentives may encourage more donors to put their money into your business. Crowdfunding is a viable option for small businesses since it gives your customers a chance to weigh in on what you offer. It further allows you to take advantage of social media to appeal directly to your future benefactors.
Giving your customers a voice and rewards for supporting your endeavors is a great way to build loyalty for life.

Building Innovation

identifying best customers
Are you identifying the best customers?

Keep up with customer service

More than anything, do what you say. If you promise your customers a new style of swimsuit for summer, make sure it’s available in time for spring break.
If you truly want to keep customers for a lifetime, you will have to provide exceptional service with each order and interaction. When you make a mistake, admit it and take steps to rectify your actions.
Remember that customer service can literally make or break your business. Referral programs, repeat buyer perks, and small “thank you” notes or gifts are other ways to provide excellent service and strengthen the relationship between you and your customers.
There is no one-size-fits-all master plan for managing a business. For many, it’s a matter of trial and error. However, by meeting your customers’ needs and providing consistent service, you put yourself in a much better position to keep your current customers happy while building your client base.
More reading on mentoring from Digital Spark Marketing’s Library:
Remarkable Lessons in Motivation Steve Jobs Taught Me
How to Create Honest Employee Trust and Empowerment
The Story and Zen of Getting Things Done
10 Positive Thinking Ideas from Peers and Mentors
 
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16 Ideas Neil Patel Uses for Storytelling and Story Marketing Tips

Neil Patel uses for storytelling
Are you using storytelling for marketing?
You have to understand, my dears, that the shortest distance between truth and a human being is a story. Awesome quote from Anthony de Mello, isn’t it? Neil Patel uses for storytelling marketing ideas.
While most ideas lead to nothing, some create enormous value. Calculus, the theory of evolution and the telephone made our lives better no matter who came up with them first. That’s not because of the idea itself, but what was built on top of it. Ideas only create a better future when they mix with other ideas. Innovation, to a large degree, in combination.
The stories of Alexander Fleming and Jim Allison are instructive. In Fleming’s case, it was scientists at another lab that picked up the initial idea and did the work to make it into a useful cure. Then they went to America to work with other labs and, eventually, pharmaceutical companies to do the work needed to go from milliliters in the lab to metric tons in the real world.
Like to hear a great story? How about telling stories? Employ marketing tips for stories and storytelling to rapidly spread ideas.
That is an important reason story and storytelling are your best assets.
Certainly, you have noticed the tremendous abundance of marketing strategy choices in the marketplace today. No needs go wanting, do they?
Consumers have everything they need and therefore their decisions are based on what they want. And what they want is driven by what they believe.
Related post: The Zen of Winning the Battle of the Content Plan
Great storytelling and stories are a very integral part of being persuasive. If you want to persuade your customers and create a memorable experience at the same time, you must master the psychology of storytelling.
 

Understanding stories and storytelling

Here are some story/storytelling characteristics that are useful in understanding this marketing technique:
Are authentic and people should never question this
They make a promise that has some meaning to the community
Are targeted to a particular community
They make subtle points … and are not overwhelming
They are a trusted marketing tool
Stories and storytelling appeal to our senses and not to logic
And most importantly they are told with the heart to appeal to emotions
 

Why stories and storytelling?

Facts often can be boring and overwhelming, can’t they? Stories, though, not nearly as much. They are much easier to understand and much more entertaining.
Therefore they are much better at spreading ideas.
Facts are meaningless without a contextual story. Don’t tell facts to influence, tell stories.
The more you improve storytelling, the more your influence increases… it is as simple as that.
Stories make it easier for people to understand. They are the best way, by far, to spread your ideas.
Especially when there is a large competition for people’s attention.
 

Neil Patel uses for storytelling … elements of stories

Here are some perfect examples of the elements of stories:

The point

The Wizard of Oz

Every story should have a point. How often have we been regaled with high drama and intricate detail, only to have no payoff?
Most of us have seen The Wizard of Oz and can sing out in unison Dorothy’s final words in the story, “There’s no place like home.”
Without that, and without her realization of what she values, her adventures are all for naught. Make sure you have a payoff in your own stories.

A dramatic question

 

Raiders of the Lost Ark

“Will Indiana find the Ark before the Nazis get it?” is the conflict of the entire story. Once that question is answered, the story ends. But wait: there’s more. A great answer to a dramatic question can have an ironic twist.
The answer usually is not merely, “Yes.” Instead, it’s, “Well, yes…but…” In Raiders the answer is “Yes, but the Ark contains inconceivable power…more than we care to handle.”
The final shot reveals the Ark stored inconspicuously in a massive warehouse. The irony is complete. You should develop stories with both dramatic questions and ironic twists if possible.

Content that includes emotion

 Apollo 13

The first time I saw Apollo 13 I was on the edge of my seat asking the question: “Will they make it back?” On the edge of my seat, I watched as the characters struggled, toiled, prayed to get the astronauts home.
Then I took a step back…:”Wait. I was there when this really happened. They make it back!” So what compels me to watch the remainder of this film every time it comes on? Ron Howard has the uncanny ability to make the audience care about what happens to the characters.
Whether it is through the riveting soundtrack, poignant conversations between husband and wife, or struggles between colleagues, we care.
Create stories that cause us to feel, to empathize, and to understand is critical. Emotion should be created in every facet of the story: words, images, voice, and music. That should be your objective.

Set a pace

 Lord of the Rings

Notice any emotional scene between Frodo and Sam, or characters that have romantic connections in the Lord of the Rings?
In this story shots are long in duration, the movement is subtle, and the soundtrack is smooth and peaceful.
Contrast that with the epic battle scenes: shots are quick with no transitions, quick zooms and sweeping panoramas of the battlefield dominate the scene, and the music: as powerful and relentless as the battle itself.
All of the elements come together to develop a consistent pace or rhythm of the scene, don’t they?
At times, however, an intentional contrast can achieve a great effect. Why would a director deliberately use slow motion and cut out the soundtrack at a particular point in a battle scene?
To draw attention, of course.

 

gift of voice
The gift of voice.

Gift of voice

 Stand By Me

Often times, people become reluctant about recording their voice for others to hear. Voice-over personalizes a story to an intimate level.
The narration of Richard Dreyfus as the adult Gordy LeChance, in the movie Stand By Me, adds a nostalgic tone of reminiscence to a bygone era.
Clearly, voice impacts emotional content as well.

6 Best Examples of Marketing Storytelling

Less is more economy

 Master Card “Badger” commercials

This is where the mantra, “Less is More” comes out. No one needs to be a more economical storyteller than commercial writers. The entire process must be completed in no more than 30 seconds in most cases.
The old Master Card commercials about the hard-luck dog badger attempting to get home are masterpieces of the economy.
Make your objective to use fewer images and words to convey meaning. This technique can pay big dividends.
powerful soundtrack
Use a powerful soundtrack.

Powerful soundtrack

 Jaws

Need I say more about the impact of the trademark “Da-dum. da-dum da-dum.” Don’t leave the soundtrack to an afterthought.
Its choice can make a huge impact. Choose the soundtrack as instrumental music in lieu of lyrical.

Neil Patel uses for storytelling … storytelling  how to’s

How do you make your ideas more compelling? Even if your message is true and important, it’s hard to reach a general audience with facts alone.
Tell awesome stories that are memorable – stories have the power to captivate and inspire people, from high school students, busy parents, or even members of Congress.
Awesome stories surprise us. They have compelling characters. They make us think, make us feel.
They stick in our minds and help us remember ideas and concepts in a way that numbers and text on a slide with a bar graph don’t.
Stories make presentations better. Stories make ideas sticky. They help us persuade.
Savvy leaders tell stories to inspire us, motivate us. (That’s why so many politicians tell stories in their speeches.)
They realize that “what you say” is often moot compared to “how you say it.”
 Here are 14 steps we recommend to create and tell an awesome story:
  

Step 1 Engage your audience

Your audience needs something to do. They need a reason to be there, listening. Stories, when properly practiced, pull people into a dialogue.
It’s about engagement and interaction. The audience is just as an active a participant as the storyteller.
Ask the audience to think back to early passions and interests and bundle the story with specific experiences.
Show them this is important, this is remarkable and you are a part of it.

Step 2 Make the audience care

Whenever I am fortunate enough to see and listen to remarkable stories being told ‘live’  in action, I am struck by their power to pull listeners in, much like a gravitational force that’s impossible to resist.
The best way to pull your audience in is to make them care … emotionally, intellectually, aesthetically.
But how do you make the audience care? This is the most fundamental question of all. There is no single answer.
One important answer is having empathy for your audience and trying to craft your story and design your content always with the audience in mind.
Stories in all their many forms are never just about transferring information alone. We are emotional beings, like it or not, and to make the audience care enough to listen to you, you have to evoke in them some kind of emotion.
See our article on the Guinness storytelling strategy in this regard. 
 

Step 3 Explain why the story matters

Make it clear to your audience why what we were seeing and hearing matters. Even if it is not always explicitly stated, the message should be clear.
It is hard to choose just one element that a successful story must have, but if I had to choose just one, I’d say it is this:
Show clearly why your topic — or result, cause, mission, etc. — matters. What are the big picture and our place in that picture?
Pixar’s Andrew Stanton said something very similar when he identified the most important element of storytelling as ‘make me care’.
You must make the audience care. And you must let them know clearly why it matters.
 

Step 4 Make a promise

Very early on you need to get the audience to believe that this story is going to go somewhere, and that it will be worth their time.
The secret is a well told promise about the upcoming story.

 

Step 5 Construct anticipation

In a great story, the audience wants to know what happens next and most of all how it all concludes.
In an explanatory narrative, a series of actions can establish a narrative flow and the sense of journey that is created is one form of anticipation of what comes next.
Instead, a good story allows each member of the audience to interpret the story as he or she understands the action.
This is why people find good stories so appealing and why they find advertising that simply conveys facts and information boring.

 

Step 6 Spark their curiosity

Your goal is to tell stories in an opening, an aperture of excitement. Ignite the fires of curiosity that will live within us all.
It’s a celebration of human curiosity and it matters to who and what we are. You don’t have to beat people over the head with your message, nor do you need to always make your message painfully obvious.
This is not about being vague or unclear, but it is about letting the audience work on their own a little to figure things out by creating some curiosity.
That’s one of your jobs as a storyteller. We’re born problem solvers. We’re compelled to deduce and to deduct, because that’s what we do in real life.
It’s this well-organized absence of information that draws us in.

 

Step 7 Touch audiences with an emotional connection

The Google Reunion story  is about as emotional as it gets.
Stories like this provide a chance to experience a variety of emotions without the risk of those emotions themselves.
Emotions like wonder, fear, courage, or love can be tested out in the minds of those as they listen to a story. You may remember the feelings of emotions which can trigger memories or create resolve as a result of hearing such stories.
The experience of hearing stories can awaken portions of emotional lives that may have lain dormant or have not yet been explored.
Be dynamic with your stories like Google was in this story. Nothing is more important to narrative content than imagination, so give vivid descriptions and use emotional hooks and humor to get people fully engaged.
This story definitely engages us, doesn’t it? Be creative, not only with words and images, but also with the methods you use to convey them.
Like the music as well as the messages.
 

Step 8 Talk about memorable human interest

Storytelling is largely an act of curation. The greats detect stories as they move through life and then pull them together in ways that make us stop and think.

 

Step 9 Make it personal

Well-told stories can help us to learn about other cultures, ideas and ways of thinking. They can provide opportunities to know how past generations responded to challenges.
They can also let us know how new generations are encountering and dealing with similar opportunities or the new challenges they face.
Use a creative story that builds on some big forces such as politics, religion, geography, nationalism.
If you really listen to your customers, you can leverage their stories to drive your creativity.

 

Step 10 Trigger a question

Good storytelling causes the audience to ask questions as your narrative progresses.
As the storyteller, you can ask questions directly, but often a more interesting approach is to present the material in a way that triggers the audience to come up with the questions themselves.
And yet we must not be afraid to leave some questions unanswered.
When we think of a story we may think of clear conclusions and neat, clear endings, but reality can be quite a bit more complicated than that.
There are an infinite amount of mysteries to ponder and puzzles to be solved. Many observations cannot (yet) be explained, but that is OK. This is what keeps us going forward.

Step 11 Emphasize the visual

 “Show the readers everything, tell them nothing.” – Ernest Hemingway
Here visual does not mean only the use of graphics such as photography, video, animations, visualizations of data, and so on.
Visual also means helping the audience to clearly “see” your ideas through your use of descriptive language, through the use of concrete examples, and by the power and simplicity of metaphor.

 

Step 12 Make the tough choices about inclusion and exclusion

Whether you have 5-minutes, 18-minutes, or an all-day seminar in which to tell your story, it is never enough time to tell all that you know or to share everything in as much detail as possible.
Time can be a real obstacle, but it’s also a great enabler if you are willing and able to put in the time to think long and hard about what’s the most important and what’s less important for reaching your audience in a way that is honest, informative, and engaging.
You can’t include all that you know or all that there is to say. The secret is in knowing what to leave out.
This is not easy. Balance is key.

  

Step 13 Story is about change

We’re all learning all the time. And that’s why change is fundamental in a story. Remember, life is never static.
Think of change in two ways. First, the content of every good presentation or story addresses a change or some kind.
Second, an effective presentation or a story told well will create a change in the audience.
Don’t let the only change you create be in your audience be the change from wakefulness to sleep.

  

Step 14 Show a sense for the future

A good story is a mix of logic, data, emotion, and inspiration. We usually do fine with the logic and data part, but fail on the emotional and inspirational end.
Certainly, we need to infuse a bit of the future into our talks to inspire people to make a change.
Most importantly, a good story should not end when the speaker sits down or the class comes to an end.
Related post: 9 Ways Subway Blew a Direct Response to Social Comment

Neil Patel uses for storytelling … secrets of success

To be most successful, stories and storytelling must play to these secrets:
They must reinforce existing popular views.
Call attention to something new.
Focus on first impressions.
Tell only what YOU believe.
 Be authentic.

Key takeaways

Great storytelling and stories are a very integral part of being persuasive. If you want to persuade your customers and create a memorable experience at the same time, you must master the psychology of storytelling.
Give them a try today.
content writer
Need some help in capturing more customers from your social media marketing or advertising? Creative ideas to help the differentiation with your customers?
  
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
 
Test. Learn. Improve. Repeat.
 
Are you devoting enough energy to innovating your social media strategy?
 
Do you have a lesson about making your social media better you can share with this community? Have any questions or comments to add in the section below?
  
Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
More reading on social media marketing and advertising from Digital Spark Marketing’s Library:
20 Recommendations on How to Promote Your Blog
Like this short blog? Follow Digital Spark Marketing on LinkedIn or add us to your circles for 3-4 short, interesting blogs, stories per week.
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8 Things Steve Jobs Would Know About Your Social Media Engagement

Edwin Schlosser once said: The skill of writing is to create a context in which other people can think. The more success you have with customer engagement, either online or off, the better your understanding of their needs and priorities. That is something Steve Jobs would know. Having the best customer insights makes it much easier for you to define your next moves and social media engagement as well as improve your odds of success.
Steve Jobs would know
Employ social media engagement.
I was recently sent a copy of KPMG Nunwood’s report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.
How do you achieve relationship status with your customers? Do you know which moments matter most to them? And which are moments of failure?
Related post: The Zen of Winning the Battle of the Content Plan
When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term “relationship” when it comes to customers, but let’s just use Merriam-Webster’s definition, which tones things down a little: the way in which two or more people, groups, countries, etc., talk to, behave toward, and deal with each other; the way in which two or more people or things are connected.
That connection is what I’m referring to. We want to connect with our customers, not just transact with them. Relationships take time and work, every day; the focus and the desire to keep the relationship alive and strong should never stop because, when it does, the relationship will end. The connection is gone.
It has been said that to be a success in social media engagement you must be useful or entertaining (or hopefully both).  Have you ever seen the videos of Steve Jobs with his media presentations on Apple’s new product announcements? I am a big fan, I admit … but you don’t have to be a fan to recognize the genius in his presentation. They are simple, useful and, most of all, entertaining. They are something Steve Jobs would know.
Let’s examine the strengths of these presentations and apply them to improve your content marketing. Remember … the objective of your content is to create a context in which your audience can think:
focus on dreams
Focus on dreams.

Steve Jobs would know … focus on dreams, not products

it is the end state customer utility that counts most

 

Social media engagement … create ‘Holy Smokes’ moments

grab immediate attention with your title and lead paragraph sentences
 

Use heroes, villains, and drama

tell a story to communicate your content whenever possible. Stories do a good job of giving a meaning that can be remembered

 

Steve Jobs would know … stick to the rule of 3

focus on no more than 3 key messages
think simple
You must think simple.

 

Social media engagement … think simple

communicate with simple words and messages for a broad audience

 

Rely on visual messages

use images to convey your messages and re-enforce with words

Winning New Customers: Ideas You Should Use To Supercharge Growth

 

Create Twitter-friendly key points and messages

more on the simple theme with rich keywords

 

Steve Jobs would know … share the stage

collaborate and test your content and editing with others both inside and outside your business. Do include key customer advocates
To conclude, let me give you two excellent examples, one from the Marriott hotel and one from JetBlue Airline.

 

Marriott customer engagement example

I stayed in a new Marriott Courtyard hotel a while back. The situation was that it was recently opened and should not have been opened until the problems were worked out and management was ready. There were many problems, believe me, and it started as a significant customer failure.
But not only did the staff take care of the issues for me, the manager, once he got me back to ‘even’, continued to build the relationship with me. His techniques included exceptional, personalized service … using my name in face-to-face greetings, and continued follow-up and attention to detail.  He actually made me believe I was the best customer he had ever had. Not only did I forget about the earlier problems, but I was feeling great about the entire three-day experience.
Service recovery requires remaining with your customer, through follow-up, and through unexpected contact well after the issue. All customers deserve our best service … but the ones that have a negative experience represent an opportunity to define a business.
Such an opportunity represents an opportunity to turn customers into enthusiasts and maybe even advocates. And that requires going beyond the ‘break-even’ point for that customer.
Research has shown time and time again that customers who reported a problem and were delighted with the outcome have higher satisfaction with the business than the ones who never experienced a problem. So these results show the importance of turning customer failure into full customer recovery.
My perspective:
Why should any company not want to seize such an opportunity?
Try it … the next time you have a customer who has had a back experience with your business. You will be amazed at the results.

 

Steve Jobs would know … JetBlue customer engagement example

This is a story of JetBlue’s customer engagement strategy built on its employee empowerment culture.  I experienced it first hand and was duly impressed.
The story started a while back while I was sitting on the runway in Orlando as my homeward-bound Jet Blue flight was about to taxi toward takeoff. Like just about every other flight that hadn’t already been canceled that day on the Eastern seaboard, ours was a couple of hours late departing.  The lead flight attendant gets on the P.A. system and says something very close to:
Ladies and Gentlemen, we know we’re late taking off, and even though it’s the weather and not something we caused, we’re going to comp everybody movies for this flight. We know you’ve all had a long day and we want it to end with something nice and relaxing. And for those of you who were supposed to be on the Continental flight and ended up here, we don’t ever want you to go back.
The mood on the flight which could have been a rather dreary late evening affair took an immediate upswing. People joked and smiled and made eye contact.  They were noticeably brighter and calmer as the flight progressed.  And I’m writing about the experience today and business travelers are reading about it.
What enabled this relatively small act of kindness and allowed it to become a major brand statement? Midflight, I went to the back of the plane and asked. I wanted to know the policy that allowed a flight attendant to make such a call.
We’re allowed to make almost any decision,  the flight attendant explained, as long as we can justify it on the basis of one of the airline’s five core values: Safety, Caring, Integrity, Fun or Passion. If we can tie doing something back to one of these principles, the decision is going to be supported by the company.
My perspective:
What JetBlue is saying to its employees … if you act in support of the values that really matter to our business, we want you to take risks in order to care for our customers.
This is a very simple concept, eh? But how many of us put such a thing into practice with our own people? Sit down today with your employees and do what Jet Blue did. Start building your employee empowerment culture today.

 

The bottom line

To be effective in this new era, we as marketers need to see our jobs differently. No more just focusing on metrics like clicks, video views or social media shares. We must successfully integrate our function with other business functions to create entire brand experiences that serve the customer all the way through their experiences throughout the business.
We can do better. Much better. But first, we need to stop seeing ourselves as crafters of clever brand messages and become creators of positive brand experiences.
There can never be enough focus on continuous improvement in brand marketing, independent of how well the business is doing. It seems we are all looking to take their success to a new level. This is an excellent time to make a statement about their brand marketing. Changing before you have to is always a good idea.
awesome content
 
 
Lots that we can apply from these eight lessons, isn’t there?
Please share an example or experience from your story vault.
 
Need some help in capturing more customers from your social media marketing or advertising? Creative ideas to help the differentiation with your customers?
  
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
 
Test. Learn. Improve. Repeat.
 
Are you devoting enough energy to innovating your social media strategy?
 
Do you have a lesson about making your social media better you can share with this community? Have any questions or comments to add in the section below?
  
Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
More reading on social media marketing and advertising from Digital Spark Marketing’s Library:
20 Recommendations on How to Promote Your Blog
Like this short blog? Follow Digital Spark Marketing on LinkedIn or add us to your circles for 3-4 short, interesting blogs, stories per week.
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Creative Leaders: 9 Success Enablers You Must Develop

When your intuition is roaring, follow it. Do you often follow your intuition? Do you consider it a success enabler of highly creative leaders? Let’s investigate what these success enablers are.
creative leaders
Creative leaders.
Check out our thoughts on team leverage.
There is a wide consensus in industry and academia that creativity is a key requisite to master today’s business challenges. A recent CEO survey by IBM showed that creativity is the number one requirement of today’s managers for the next years to come.
To be creative under time pressure, however, is not an easy task. Ideas are often the result of insights or come about through the long incubation and development of dispersed insights. Yet in business contexts, idea generation must work ad-hoc, on-demand and often in group contexts, as diverse and distributed knowledge is needed to solve problems creatively.
Related: The Zen of Abraham Lincolns Leadership Lessons
To facilitate such instant creative idea sessions, various creativity techniques have been developed over the last decades. These techniques are supposed to help professionals be more creative and generate novel and feasible ideas, either individually or in teams.
Still, numerous scientific evaluations show that the most widely used method in business today, brainstorming, is not necessarily an effective tool. Participants may think too far out of the box so that their ideas cannot really be put to use, as they are not sufficiently related to the problem at hand.
Based on experience we have defined 9 success enablers of highly creative leaders, as discussed below:
 

Creative leaders … committed senior leadership

Leadership depends on senior leadership for support. Even more so when you add creativity to the equation. This support helps remove barriers to enhance organizational creativity.
While the truly inspired and creative may break through the barriers to success, an environment where help supports organizational creativity may reap benefits from many surprising sources and not just the Einstein’s of the world. All leaders own the role to remove barriers.

 

Examples of creative leaders … building a community

We all need to find people that have common interests and thinking. Connecting to others helps us uncover phenomena, patterns, and solutions more quickly— and in ways, we might not imagine on our own.
Additionally, creative ideas have a difficult time thriving in isolation. Your community can inspire, ask, plant seeds, bear witness, provoke, acknowledge and nurture—all elements of a collaborative venture.
The bottom line: Our ideas need communities of contributors, and we need each other. The more connections we have, the more powerful our creativity becomes. Building communities is a critical success enabler.

  

Highly creative leaders and curiosity

Curiosity is the cornerstone of learning and creativity. Hands down the most important to creativity in our opinion. Think about answering these curiosity enablers: When did we stop asking questions?
What happens to our habits of inquiry and knowledge-seeking as we get older? What barriers shut down curiosity, and what reignites it?
In order to reclaim curiosity as a collaborative habit—and model the way for others—it’s necessary to embark upon a personal investigation to unravel perceptions and conventions that get in the way of a curious, open mindset and enable it.

  

Open communication and information sharing

Open communication and information sharing are another of the essential success enablers. Our understanding of organizational decisions and policies, opportunities to voice concerns, and a sense of ‘being heard’ all enhance leadership creativity.
For me, one of the barriers to creative collaboration is an environment where people undermine each other, information is not shared, and there is no credit given for creativity. It is essential to have access to information as creativity is often spurred on by hitchhiking on new ideas that flow past the alert mind–often converting them to a new situation or application.

 

reflection
Reflection is always wise.

 Reflection

We need leaders to engage in continuous reflection, be aware and open, and challenge their assumptions. And certainly, gain from continuous learning. On a collective level, we want leaders to share and support while trusting and being vulnerable as part of a creative journey within a supportive community.

Combine and transform

To be a successful leader and thinker, you need to also be an accomplished learner. By participating in combining and transforming, we must recognize the importance of acknowledging and recognizing those individuals and works that have influenced our thinking. And learn from them.
Practicing the habit of combining and transforming is about embracing a new form of learning and finding your creative voice. It allows us to form powerful connections with other people and to engage in social learning.

 

Empowerment

The empowered have much freedom and authority to initiate change. Some gave it to themselves while others waited for it to be given. Often many see the anxiety that at times accompanies empowerment. Ideally, the empowerment of people results in increased initiative, involvement, enthusiasm, innovation and speed.
learning through failure
Are you learning through failure?

Learning through failure

 Failing forward is a key habit of creativity. Failing fast, failing intelligently, and learning from those failures makes room for imperfection, iteration, and experiencing joy in the process.
One of the ways to practice failure is through a “crash and burn” exercise. A crash and burn is an attempt to do something with a 5 percent or less chance of success. It might be sending an email to someone who is famous and asking for help on a project or attempting to sew a dress even though you don’t know how to sew on a button.
This exercise allows the learner to stretch their comfort zone and pay attention to their failure response. By practicing failing well and observing our inner dialogue when doing so, we recondition and empower ourselves. We get a chance to examine and shore up our identity, take risks, and become better versions of ourselves.

 A creative solution

The need for creativity in leadership requires innovative solutions. Creativity is not a singular skill that can be developed in one way or even in several ways. As leaders, we must create the conditions that allow creativity to flourish; keeping in mind that creativity will manifest itself differently in everyone.
One way for leaders to learn how to create these conditions is to develop a mindset that allows them to be aware of their own creative abilities. This then creates conditions for a ripple effect of awareness and appreciation of creativity in others.

The bottom line

“I knew that if I failed I wouldn’t regret that, but I knew the one thing I might regret is not trying.”

For some reason, many of us have been conditioned to be more afraid of failure than we are of inaction. However, failure, in addition to being inherently valuable as a learning process, contains within it the chance of success. And no matter how small that chance is, it’s better than the chances of success when we choose not to even try.

My journey as both a learner and leader has shown me that those that are able to interact and manage their learning environment so much better as leaders than those who don’t.
I believe there is a direct link to creativity in this relationship. Building on it greatly strengthens the highly creative leader’s success enablers.

create_website_design

 

So what’s the conclusion? The conclusion is there is no conclusion.  There is only the next step. And that next step is completely up to you. But believe in the effectiveness of great leadership. And put it to good use in adapting to changes in your business environment.
 
It’s up to you to keep improving your ability to lead. Lessons are all around you. In many situations, history may be providing the ideas and or inspiration. But the key is in knowing that it is within you already.
 
Need some help in capturing more improvements for your staff’s leadership, teamwork, and collaboration? Creative ideas in running or facilitating a team or leadership workshop?
 
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
Test. Learn. Improve. Repeat.
Are you devoting enough energy to innovating your social media strategy?
Do you have a lesson about making your advertising better you can share with this community? Have any questions or comments to add in the section below?
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
  
More leadership material from Digital Spark Marketing’s Library:
Leadership Characteristics that Improve Influence
10 Leadership Competencies You Should Not Live Without
Building Collaboration and Sharing Skills in your Staff
How to Create the Best Leadership Accountability
The Zen of Abraham Lincolns Leadership Lessons
Mike Schoultz is a digital marketing and customer service expert. With 48 years of business experience, he consults on and writes about topics to help improve the performance of small business. Find him on G+FacebookTwitter, Digital Spark Marketing, and LinkedIn.
Featured

Facts on Innovation: 6 Amazing Ones You Need to Know

Charles Darwin said: It is not the strongest of the species that survive, nor the most intelligent, but the ones most responsive to change. From Dan Pink’s Blog, we found the following facts on innovation that we would like to share with you:
Check out our thoughts on building innovation.
facts on innovation
Awesome facts on innovation.
This is important: Learn How to Think What No One Else Thinks
A study of the top 50 game-changing innovations over a 100 year period showed that nearly 80% of those changes were sparked by someone whose primary expertise was outside the field in which the innovation breakthrough took place.
Wow!  80% created by someone outside the field where innovation occurred!
 
What other innovation facts and conclusions can we derive from this?
 
Innovation, while often depending on the new invention, is more about application than invention.
already been accomplished
Already been accomplished?
Often the application of something similar has already been performed in the other field, usually in a different way.
When working innovation, it helps to draw on various skills; experience sets …diverse crowds.
And finally
open to new ideas
Are you open to new ideas?
We need to be constantly open to new ideas, particularly in different fields of endeavor.
Probably the most persistent — and damaging — myth about innovation is that it’s about ideas. It’s not. Tremendous amounts of time and energy are wasted thinking up radically new ideas that never end up going anywhere. Middle managers never seem to tire of complaining that their ideas are ignored by the powers above.
The truth is that nobody cares about your ideas. They care about what problems you can solve for them. So if you want to innovate effectively, don’t go looking for a great idea so that you can dazzle others with your brilliance, look for a meaningful problem and get to work on solving it.
The secret to innovation and creativity is curiosity. You generate lots of ideas to find the best of the best. By creating ideas, you start by asking lots of questions. By being curious. By thinking widely and not discarding ideas too soon.  By convergent thinking. All of which help us to understand better and define the problem we are attempting to solve.
Without the question “why?” there can be no here’s how to make it better. Or no game-changing innovations.

https://digitalsparkmarketing.com/creativity-ideas/

So we want to share a story to illustrate the value of why you need to ask why.
We are always on the lookout for good stories. Stories to show points we are emphasizing. So we read a lot. Today’s story is about generating ideas. Ideas from convergent thinking.
The story is about why you should ask why. It comes from Ideas Champions. A consulting company like us (but bigger and more well-known), who specialize in creativity, innovation, team building, and leadership. All favorite topics of ours. So we keep up with this team.
The story is a big problem with one of our favorite monuments … the Jefferson Memorial in Washington DC.
Simply put, birds in huge numbers were pooping all over it, which made visiting the place a very unpleasant experience.
Attempts to remedy the situation caused even bigger problems since the harsh cleaning detergents being used were damaging the memorial.
Fortunately, some of the National Parks managers assigned to the case began asking WHY  as in Why was the Jefferson Memorial so much more of a target for birds than any of the other memorials?
A little bit of investigation revealed the following:
The birds were attracted to the Jefferson Memorial because of the abundance of spiders, a gourmet treat for birds.
The spiders were attracted to the Memorial because of the abundance of midges (insects) that were nesting there.
And the midges were attracted to the Memorial because of the light.
Midges, it turns out like to procreate in places where the light is just so and because the lights were turned on, at the Jefferson Memorial, one hour before dark, it created the kind of mood lighting that midges went crazy for.
So there you have it: The midges were attracted to the light. The spiders were attracted to the midges. The birds were attracted to the spiders. And the National Parks workers, though not necessarily drawn to the bird poop, were attracted to getting paid, so they spent a lot of their time (and taxpayer money) cleaning the Memorial.
How did the situation resolve? Very simply.
After reviewing the curious chain of events that led up to the problem, the decision was made to wait until dark before turning the lights on at the Jefferson Memorial. About as simple a solution as you could get. Right?
That one-hour delay was enough to ruin the mood lighting for the midges, who then decided to have midge sex somewhere else.
No midges, no spiders. No spiders, no birds. No birds, no poop. No poop, no need to clean the Jefferson Memorial so often. Case closed.
Now, consider what solutions might have been forthcoming if those curious National Parks managers did not stop and ask WHY:
Hire more workers to clean the Memorial
Ask existing employees to work overtime
Experiment with different kinds of cleaning materials
Put bird poison all around the memorial
Hire hunters to shoot the birds
Encase the entire Jefferson Memorial in Plexiglas
Move the Memorial to another part of Washington
Close the site to the general public
Technically speaking, each of the above solutions was a possible approach, but at great cost, inconvenience, and with questionable results. Not great solutions.
Key takeaways
What problems are you facing that could be approached differently simply by asking WHY. And then WHY again, and then WHY again … until you get to the real definition of the problem?
If you don’t, you may just end up not correctly defining the problem. Not good. Nothing worse than solving the wrong problem. So put in enough time in understanding and describing your problem. Don’t leap to problem-solving before you do. Lots of whys help us explore and thoroughly identify the problem.
INTEGRATED_MARKETING_STRATEGY
Do you have an Integrated Marketing Strategy?
What conclusions does your business derive from these facts on innovation?
Remember … all new ideas begin in a non-conforming mind that questions some tenet of the conventional wisdom.
Need some help in improving the innovation process for you and your staff? Innovative ideas to help the differentiation with your toughest competitors? Or maybe ways to innovate new products and services?
 
 
Call today for a FREE consultation or a FREE quote. Learn about some options for innovation workshops to get noticeable results.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that struggle gets better every day you learn and apply new innovative ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
Test. Learn. Improve. Repeat.
 
Do you have a lesson about making your innovation learning better you can share with this community? Have any questions or comments to add in the section below?
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
  
More reading on creativity and innovation from Digital Spark Marketing’s Library:
Generating Ideas by Convergent Thinking
Amazon and Managing Innovation … the Jeff Bezos Vision
The Secrets to Building an Innovative Culture
 
Mike Schoultz is a digital marketing and customer service expert. With 48 years of business experience, he consults on and writes about topics to help improve the performance of small business. Find him on G+FacebookTwitterDigital Spark Marketing, and LinkedIn.
 
Photo Credit: opensource.com via Compfight

Create Social Media Buzz with Empire Avenue

Empire Avenue has always been an excellent tool for monitoring your social media and online activity, social media buzz, and networking with more people. While the gamification of social media and influence scores will continue to be discussed and debated, services like Empire Avenue or Klout, if used correctly, can be extremely valuable to businesses.

Of even greater value though is a powerful tool within Empire Avenue called Missions.

Added last year, missions are activities that Empire Avenue users can set up where other users are asked to do something and receive in-game currency (eaves) as a reward. Using missions, you can jump-start your social media activity, and I’m going to tell you how.

Creating Empire Avenue Missions

For the purposes of this post, let’s assume that you already have an Empire Avenue account and some eaves to spend. I will also review some great options for missions in a moment, but let us also assume that you’ve decided to ask users to visit and share your latest blog post to their own social networks.

Log into EA (http://www.empireavenue.com) and click on the Missions tab. Your first view will be other missions that members have created. I do recommend checking these regularly as they are a source of more eaves for you, ideas for other missions, and an important part of the game. You can also click on Dashboard to see any previous missions you’ve created, but click on Create Mission for now.

The Create Mission form is comprised of Title, Mission Type, Detailed Description, Reward, Requirements and Promote.

As suggested in the field, your Title needs to be compelling. I recommend including what you want them to do along with what you’re going to give them. More on that in a moment.

For Mission Type, your choices are Visit a URL or YouTubeLikes / Subscriptions.

For most missions you will be sending members to another URL, but the YouTube options are nice. When you provide a link to your YouTube video or channel, Empire Avenue will display it within the site and require that they watch the video or subscribe to your channel before collecting the reward.

In the Description field, you can go into greater detail about your mission and what you want them to do for you.

The Requirements section is nice because you can limit who is eligible to do your mission. For most social media missions, you’re likely going to want Anybody to do them, but you can choose Shareholders or Not, Minimum shares owned, community membership or even Country.

Currently, the only Reward that you can offer is Eaves. You will determine how many eaves to pay out, and how many payouts you wish to give. This will determine your mission budget. Offering 10 rewards of 5000 eaves each will set a mission reward budget of 50,000. Empire Avenue will charge a fee equal to your reward budget so your total mission cost in this example would be 100,000.

Finally, there’s a Promotion section where you can decide whether or not you wish to send a message to your shareholders to let them know about the mission. Anyone can view available missions in the Missions area, but notifying shareholders is a great way to get eyes on your mission quickly. It does, however, come at a cost of additional eaves for each shareholder, and the rate goes up the more often you send such messages.

Once you have made your choices, click on Save & Preview and you will see what your mission looks like. You can make sure everything is spelled correctly, that you have the right reward values, and even test your link.

Empire Avenue Mission Best Practices

Before we get into some specific ideas for missions, there are few tips and recommendations I want to share with you.

  1. Be clear and concise in your title what your mission task is and include the reward value.
  2. Try to keep your description brief and to the point.
  3. Include some information about where you’re sending them, what the link is about, particularly if it is a controversial subject.
  4. Include the link within the description as well as the link field.
  5. If you have other missions that haven’t been completed yet, include a link to those missions within the description.
  6. Be specific with your mission task. Instead of simply asking someone to check out your latest blog post, ask them to make a comment or share it.
  7. Make sure that your reward matches the request. The more time you want someone to invest, the more you’re going to have to offer. Also, the more you offer, the faster the mission will get completed, so if it’s something you need done quickly, be prepared to offer a premium.
  8. Remind people to Like the mission. It is an in-game activity and such actions are counted by EA.
  9. Use Shareholder Messages sparingly, since they can get so expensive. It’s actually cheaper to increase the value of your rewards a little bit and entice more people viewing the general missions thread.

Empire Avenue Mission Ideas

Now, what are some of the most effective missions? You will see a lot of ideas as you peruse everyone else’s missions. If your stock price is struggling you can pay others to invest in you, improving your share value and encouraging even more people to invest in you. That’s great for in-game success, but I like to use Empire Avenue to jump start social media buzz.

Each time I post a new blog entry or article, I share it to my social networks. But it sometimes takes time for my own followers to get online and notice something new from me, so I use Empire Avenue to spread the word.

If you’re posting to multiple networks, first pick the one you want to target. Generally, this should be the network where you expect to have the most impact with this specific post, whether it’s Facebook or Twitter or Google+. Then, grab the URL for that specific post and use that as the mission URL. The mission task must be to share or ReTweet the post. If it’s a tweet, you will get a lot of Favorites as well as new followers if they haven’t followed you before. If it is a Facebook or Google+ post, I always mention that Likes/+1’s and Comments are welcome.

I do not recommend trying such a mission with LinkedIndue it’s poor viral nature. Individual status updates just aren’t seen by that many other people.

If you post frequently, you can do one of these missions for each post and switch networks occasionally to achieve a mix of audience. Or, if you post just once a week or so, you might run several missions for the same post.

You must try different missions with different blog posts to see what works best for you and your audience. Personally, I have found that Twitter works best for news-related stories.

Not every blog you write and mission you run will get the same results, which is why you need to test different missions, as well as utilize other blog traffic and promotion tools like Triberr. And if you’re not promoting a specific blog post, there are some other missions you can run to help your business:

1. Gain Followers

An easy mission to run is to simply ask people to follow you on a specific social network. The most commonly asked are Twitter, YouTube, Facebook, Google+ and Instagram. These kinds of missions do not require much effort and therefore can use small rewards and a lot of payouts. This is a excellent way to quickly ramp up a new Twitter account, or get that new Facebook Page up past 25 likes.

2. Blog Comments and Shares

If you struggle to get people commenting on your blog, jump start the conversation by asking your Empire Avenue friends to comment. Many of the comments will likely be of the “nice post” variety, but some members do take the time to read and craft a thoughtful comment. Ether way it’s activity that will make your normal readers feel more comfortable posting their own thoughts.

You can also ask members to share your blog to their networks, using whatever social network buttons to offer or prefer. This is a nice way to get your blog shared to some of the other networks like Digg, StumbleUpon or Reddit, but it will cost you more and be less immediately gratifying. You can instantly see shares on Google+ from your original post, but if I go to your blog and digg it, you won’t likely know.

3. Blog Writing

A brilliant idea that I saw executed recently by Reg Saddlerwas asking members to write a blog post of their own on a specific topic. In this case, it was a review of a specific product and the issue it solves, “privacy while using a public WiFi network.” The mission paid a hefty amount (50,000), and provided background information and a reference post. The mission owner also provided additional promotions to myself (and presumably others) who wrote exceptional posts.

So, in short, this is an expensive way to go, but imagine the publicity you could get for your brand! In one week, you could have 50 different blog posts on 50 different sites all talking about and linking to your product or service. This not only the most expensive, but also the most complicated of mission options since you’re going to have to provide a blog topic that people would be comfortable writing about. If it is highly technical or too industry-specific, it will prove too challenging.

If you aren’t already an avid Empire Avenue user, I hope this has inspired you to give it a whirl. Running missions takes eaves, so it requires a certain degree of success within the game (you can buy eaves with real money, but that’s not necessary). If you need help formaulating a strategy for EA success, let me know. And please share some of your mission success stories!

15 Customer Service Skills that Every Employee Needs

There are certain customer service skills that every employee must master if they are forward-facing with customers.

Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down.

Luckily, there are a few universal skills that every support member can master that will dramatically improve their conversations with customers.

Below I’ll cover the 15 most-needed skills to master this incredibly important position.

The Customer Service Skills that Matter

When most business publications talk about customer service skills, things like “being a people person” tend to take the spotlight.

It’s not that this trait is outright wrong, but it’s so vague and generic that it is hardly a help to those looking to get involved in support positions within a company, and certainly doesn’t help out entrepreneurs/founders who are looking for the right set of skills when hiring the all-important folks who will be taking care of their customers.

With that said, let’s get into some specific skills that every support employee can master to “WOW” the customers that they interact with on a daily basis…

Patience

If you don’t see this near the top of a customer service skills list, you should just stop reading.

Not only is patience important to customers, who often reach out to support when they are confused and frustrated, but it’s also important to the business at large: we’ve shown you before that great service beats fast service every single time.

Yet patience shouldn’t be used as an excuse for slothful service either!

Derek Sivers explained his view on “slower” service as being an interaction where the time spent with the customer was used to better understand their problems and needs from the company.

If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they’d rather get competent service than be rushed out the door!

The ability to really listen to customers is so crucial for providing great service for a number of reasons.

Last week I went over a few customer feedback systems, and long before that I showed you the data on why listening to customer feedback is a must for manybusinesses who are looking to innovate.

Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it’s also important to be mindful and attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling that your software’s dashboard isn’t laid out correctly. Customers aren’t likely to say, “Please improve your UX!”, but they may say things like, “I can never find the search feature,” or, “Where is the _____ function at again?”

What are your customers telling you without saying it?

Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shorcuts) is a key skill when providing the kind of service that people talk about.

The many memorable customer service stories out there (many of which had a huge impact on the business) were created by a single employee who refused to just do the “status quo” when it came to helping someone out.

Remembering that your customers are people too, and knowing that putting in the extra effort will come back to you ten-fold should be your driving motivation to never “cheat” your customers with lazy service.

Clear Communication Skills

Make sure you’re getting to the problem at hand quickly; customers don’t need your life story or to hear about how your day is going.

More importantly, you need to be cautious about how some of your communication habits translate to customers, and it’s best to err on the side of caution whenever you find yourself questioning a situation.

An example: The last time I went to get work done on my car, I was told by an employee that if I wanted to get an oil change, it would be “included” in my final bill.

I thought that meant I’d be getting it for free, yet as it turns out, that wasn’t the case. The employee apologized and I truly believe it was an accident (they just worked there), but I haven’t been back to that shop since because of the miscommunication.

When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.

Knowledge of the Product

The best forward-facing employees in your company will work on having a deepknowledge of how your product works.

It’s not that every single team member should be able to build your product from scratch, but rather they should know the ins and outs of how your product works, just like a customer who uses it everyday would.

Without knowing your product from front-to-back, you won’t know how to help customers when they run into problems.

Acting Skills

Sometimes you’re going to come across people that you’ll never be able to make happy.

Situations outside of your control (they had a terrible day, or they are just a natural-born complainer) will sometimes creep into your usual support routine, and you’ll be greeted with those “barnacle” customers that seem to want nothing else but to pull you down.

Every great customer service rep will have those basic acting skillsnecessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.

Time Management Skills

Hey, despite my many research-backed rants on why you should spend more time with customers, the bottom line is that there is a limit, and you need to be concerned with getting customers what they want in an efficient manner.

The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you don’t know the solution to a problem, the best kind of support member will get a customer over to someone who does.

Don’t waste time trying to go above and beyond for a customer in an area where you will just end up wasting both of your time!

Ability to “Read” Customers

You won’t always be able to see customers face-to-face, and in many instances (nowadays) you won’t even hear a customer’s voice!

That doesn’t exempt you from understanding some basic principles of behavioral psychology and being able to “read” the customer’s current emotional state.

This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them.

More importantly though, this skill is essential because you don’t want to mis-read a customer and end up losing them due to confusion and miscommunication.

Look and listen for subtle clues about their current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive.

Closing Ability

To be clear, this has nothing to do with “closing sales” or other related terms.

Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).

Getting booted after a customer service call or before all of their problems have been addressed is the last thing that customers want, so be sure to take the time to confirm with customers that each and every issue they had on deck has been entirely resolved.

SocialOomph Queue …Things to Add

When you share a tweet to Twitter, the half-life of that tweet is just 18 minutes. That means that, by tomorrow, it’s likely no one will see the tweet you shared today. That’s why it’s so important to share your latest blog posts many times over the course of the first 24 – 72 hours that it’s live. And keep SocialOomph in mind.

But that also means that you can and should share evergreen content to Twitter over and over. For that, I use SocialOomph.

With SocialOomph, I can set up one or more queues and fill those queues with one or more updates (tweets). I have an archive of more than 400 posts and articles that are still current and evergreen. I’ve created queues for each of my Twitter accounts and filled them with links to those posts, as well as other tweets I like to share regularly (invitations to sign up to the newsletter, etc.).

I recommend making sure that at least 30 days go by before you share the same tweet again, that way it’s unlikely too many of followers will feel like you’re repeating yourself. With my current number of updates, I can tweet a dozen times a day and go over a month without repeating.

Each time I publish a new blog post where I know the content will continue to be valuable weeks and months later, I make sure that gets added to my evergreen queue.

  • Log into SocialOomph
  • Go to Posting -> Create New Update
  • Paste in the title of the article, or some other variation
  • Paste in the URL of the article, after the title
  • Click on the Shorten URLs button
  • Click on “Don’t schedule, just add this update to my queue reservoir(s).
  • Select one or more queues
  • Click Save

You’ll want to make sure that you’ve set up your queues to automatically rotate all updates.

A Social Media Marketers’ Successful Traits … A Difference Maker

The most important part of social media marketing? It is being social … hands down. A difference maker for future success, no doubt.

What skills, though, do successful social media marketers have that put these individuals above the average social media user, and better yet, above the traditional marketer? Authenticity? Personality? Market knowledge?

We don’t have an information shortage, we have an attention shortage.

  • Seth Godin

Our vote for the most important type of marketing? Word of mouth marketing, hands down. And the best channels to create word of mouth marketing?  Social media, again hands down. A great way to get attention in a crowded marketplace. Seth knows.

To us, it’s clear that it takes a certain type of person to manage social channels. From managing attacks on your brand/company to interacting with people on a daily basis, being in social media requires some specific traits. Here are 14 traits and characteristics of highly effective social media marketers and some tips to help you rock like them:

Curious

From constantly reading about new trends and happenings in your industry to learning about your audience, curiosity is key for a successful social media marketer. In this type of position it’s important to know as much as you possibly can about your brand, your industry and the audience you’re catering to.

Build trust

Be honest in your communications at all cost. Trust is very hard to earn back once lost. It is basis of good relationship building.

Innovative

Innovation adds ‘flavor’ to your skills and makes them adaptable. Be innovative to stand out above the noise.

Sense of humor

Adding humor to marketing is a cool way of saying “we are a friendly business”. It makes your marketing memorable. Gives your brand a distinct personality and yields priceless results.

Patient

Never be pushy, and know the path to the social media community takes time. Be patient yet persistent with all your marketing goals.

Newsworthy

Demonstrate both the ability to make news as well as create effective curation; rarely be predictable yet always consistently adding value.

Writing skills

Create copy that is imaginative as well as provocative. Write with confidence and humility. Be humorous at times but be sure you are taken seriously.

Unpretentious

Don’t create a feeling of ego. Be genuine and humble at all times.

Nurturing style

Avoid a selling style. Always aim to be relentlessly helpful to customers.

Engaging

Practice continuous networking, both online and off. Use many channels to connect. Your goal is to optimize relationship building.

Listener and learner

People usually have something to say, so listen and show appreciation or let them know you are working on it. Never put down or ignore negative feedback. Listen, asks good questions, then listen intently some more. Continuously study and learn from customer insights.

Responsive

Recognize the consistency of engaging customers promptly. Right on it when customers ask questions or give comments.

Natural leader

Be someone who makes employees around them better. Empower people to act and builds a tribe of likeminded professionals among your peers.

Sharer

Stay open minded and always eager to recognize and share the work of others.

Most of these traits aren’t rocket science, are they? Create a checklist of these traits to keep in the forefront of your thinking. Practice often, and your will certainly see the dividends to your business.

Keep in mind that being social isn’t a new of marketing. It is a new way to run your entire business.

Please share an experience or story on your business’ social media marketing design with this community.

Read more from Digital Spark Marketing’s blog library:

8 Popular Social Media Initiatives for Customer Engagement

Social Commerce Business … What Ben and Jerry’s Knows That You Should Know

12 Ways to Build Social Commerce Business through Great Customer Service

How Bloggers Should Leverage Instagram

Instagram is one of the relatively new ‘visual’ platforms that, for those focusing on the written word, is a bit challenging to make headway on. We don’t have gorgeous products or interesting scenery… we have blog posts, that leverage Insragram, right?

But Instagram, like every other social network, does have potential for certain bloggers who want to make a little effort to leverage it. And I’m going to tell you exactly how.

And the good news is, while we’ll be reviewing quite a number of techniques and processes, the amount of time required to promote an individual post to Instagram is relatively minor… likely a few extra minutes. Is that worth it? Let’s discuss that.

Why Should Bloggers Include Instagram?

Now, bear in mind that how each individual uses and experiences Instagram depends in large part on who they’ve chosen to follow. That said, most of us probably have Instagram feeds filled with selfies and family photos and food porn. With its tight integration with Facebook and fun filters, it’s incredibly easy to snap a fun, candid photo, edit it a bit, and then share it with your friends.

But suppose for a moment that, instead of connecting with friends and family, you instead used Instagram to connect with peers and colleagues, influencers and readers.

And suppose that you regularly posted an image associated with your latest blog post, inviting your followers to read it?

Oh but wait, you can’t include working links within image descriptions. So this must all be a waste of time.

The Devoted Instagram Follower

Here’s where Instagram gets really interesting.

Yes, you cannot include links within individual image descriptions. That means that, in order for someone to get to your site or blog or post, they’re going to need to use the link within your Bio.

That’s right. Someone that sees an image you’ve shared and is interested in reading the corresponding blog post is going to have to read the description, tap on your Name to get to your Bio, tap on the link in your Bio, and then find your blog post and tap the title to open it up on their mobile device.

Who’s crazy or bored enough to do all that!

Quite a few people, it turns out.

While actual numbers will vary of course with the blogger and blog post, bloggers who have tried to leverage Instagram have been pleasantly surprised. While the referral traffic won’t rival other social networks, what’s interesting is how interested those readers really are.

I mean, think about it. If they were willing to jump through three hoops just to get to your content, they must really want to read it, right?

And the metrics back this up.

When one compares the traffic from Instagram to the traffic from other sources and campaigns, it’s clear that the Instagram users tend to read the entire article, spending more time on site than others. And they’re interested in clicking around to other content as well.

During a one-week test, I observed on my own blog that readers from Instagram spent twice as much time on site and were 40% less likely to bounce off the page. (Though to be fair, this low bounce rate is largely due to the fact that we’re sending followers to the Home page, and they need to tap another link to get the content they’re interested in.)

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How To Share Blog Posts To Instagram

I think the number one reason most bloggers don’t think to share posts to Instagram is the simple lack of a share button, right there on the blog, staring us in the face and asking, “Why, Mike? Why haven’t you shared to me lately?”

Ok, maybe that’s just me.

But really, just as followers on Instagram have to jump through a few hoops to get to your post, likewise you need to jump through a few hoops to get that post on Instagram.

Step One: Get your blog image into your phone.

This in and of itself is probably not too challenging… just not easy to remember. You need to make this part of your Blog Promotion Checklist.

If your blog post already has a great image that’s suitable for sharing to Instagram, you can likely visit your blog on your phone once it’s published, tap and hold the image, and select Save Image to save it to your camera roll. (Specific steps may vary depending on your phone’s OS.)

Step Two: Share Your Image to Instagram

Now, simply open the Instagram app on your phone, tap the center button in the bottom row, and then tap the thumbnail image in the lower left. This will open up your camera roll and allow you to choose an image from your phone.

Tap Next and you’ll have an opportunity to apply filters and other image edits.

Tap Next and you can add a description, tag people, and even share to other social networks. The caption is where you must explain that this is a new blog post, and that followers can get to it through the link in your Bio. I also avoid sharing these posts to Facebook or Twitter, since I’ve already shared the blog post there in a more optimal way. However, I do share these images to Flickr.

Soft Skill Absences That Lead to Customer Service Failures 

One might think that a small company like Angie’s List (~$100 million/year) would outperform e-commerce giant Amazon.com (~100 Billion/year) on customer service failures. Sadly, no.

After moving to San Diego, I was a happy Angie’s List customer, using the service to find local service providers for moving, cleaning, and more. All went well until I booked a house cleaning service advertised as “deep cleaning” when the actual service was anything but. When I contacted Angie’s List to complain — multiple times — the customer service rep (CSR) basically read me their terms and conditions which said no refunds after 30 days.

It didn’t matter that I couldn’t schedule the service provider inside that 30-day window. My only option was to book something else within another short time window, which I didn’t want to do. So, they kept my money.

Yes, that’s right. Angie’s List kept my money and provided nothing of value whatsoever. That “free” money cost them a lot. I’m now a “never Angie’s List” customer, and have relayed my story to hundreds of people in person or speeches. And now I’m writing about it on CustomerThink, a site that serves 100K visitors per month.

So for a short-term “win” that forced me to comply with nonsensical rules, Angie’s List lost my business forever, and this post will be added to growing pile (82K and counting) of Angie’s List Sucks posts easily found on Google. Stupid beyond belief.

Contrast that with Amazon, where I recently had a problem with a delivery. I contacted them and they promptly refunded my money. The rep (yes, I spoke with a real live person) was helpful, friendly, and clearly wanted to resolve the issue to my complete satisfaction.

Agent Training

I recently completed a study of customer service practices (disclosure: sponsored by Oracle) to determine the relative impact of 14 different practices on success. My online
survey (n=209) also asked service managers/execs to select their first-, second-, and third-largest customer service investments for the coming year.

Investment priorities generally correlated with the more critical customer service practices, including new customer service solutions, channels and other capabilities. However, one investment stood out as a bit of a surprise — “agent training/development” was ranked No. 1.

Source: CustomerThink Online Survey Nov. 2015 (n=209)

Source: CustomerThink Online Survey Nov. 2015 (n=209)

That raised a question for me — training in what, exactly? Here is what I learned after putting that question to a number of customer service experts.

Listen with Empathy

Nearly everyone mentioned how critical it was to truly listen what a customer is saying, and understand how they feel. As Jeff Toister points out, this skill shouldn’t be taken too literally and limited to just phone calls.

Listening skills including listening to and interpreting verbal messages, but I also include written messages (email, social media, text, etc.) in this category too. Employees are faced with countless distractions at work that make it difficult for them to understand what their customers really want and how their customers are feeling. One of the best things a customer service professional can do is try to understand the underlying emotion a customer is expressing when they’re sharing their issue.

My Angie’s List rep showed no evidence of actually listening, or caring about my situation — only in repeating their terms and condition. Fail #1.

Solve Problems

Why treat CSRs like robots and only allow them to do exactly what’s in a script? People have brains, put them to use! According to Steve Curtin, taking ownership is key:

… a process, policy or service model rarely contains the sentiment that a customer’s problem is your problem. When employees lack this mindset, their solutions to customers’ dilemmas are limited to what’s on the screen or page before them – and this may not completely solve the customer’s problem. But when employees take ownership by adopting the mentality that a customer’s problem is their problem, this enhances their ability to consistently resolve problems to the satisfaction, if not delight, of customers.

In my case with Angie’s List, the “problem” was a 30-day refund window which didn’t allow for fulfillment delays. But the CSR was clearly not interested in solving that problem, wasn’t empowered to give a refund, and refused to escalate the situation to management. Fail #2.

Build Human-to-Human Relationships

If everything went perfectly, you wouldn’t need customer service. But even in highly automated, quality-obsessed companies like Amazon, occasionally something goes wrong. At these moments of truth, Richard Shapiro advocates creating a human connection:

If a rep says, “I hear you are concerned, but I can help you,” it automatically provides a human connection, the first building block to building a relationship. In person, the rep can authentically compliment the customer about something he or she may be wearing or even make a comment about the weather. If the rep is on the phone with the customer, make mention of a noise in the background like a dog barking or baby crying. This shows the customer that the rep is actually a person, too.

I was unhappy when I contacted both Amazon and Angie’s List to deal with issues. Amazon handled it well, while the Angie’s List rep just poured fuel on the fire. Fail #3.

Turn Calls into Revenue

After my Amazon experience which required a refund, I was back online a few days later ordering more. Really outstanding CSRs can turn a customer call into new revenue, says Chip Bell:

Customers are smarter, Internet savvy and more demanding than ever. They expect CSRs to be smart and resourceful, not human robots with programmed scripts. Up selling takes specialized skills, not rote order taking procedures.

After my Angie’s List experience, I immediately stopped ordering and have tried my best to discourage friends and neighbors, too. Fail #4.

Combine High-Tech and High-Touch

With rare exceptions, most businesses will continue to offer customer service by phone, even as adoption of digital channels increases. In fact, a recent NewVoiceMedia study found that “68 percent of respondents claim they would prefer to interact with a live agent rather than automated self-help (FAQs/guided support, dial directories, chatbots, etc.) when dealing with customer service.” People are the key to delight customers, says Shep Hyken:

Obviously a good self-service portal on the company’s website is important, but there are many channels that customers interact on that are responded to by the CSRs of a company. A comment on a social channel, like Twitter or Facebook, will take a well-trained CSR to respond in way that is correct and personal. Until these online and social channels are take care of by computers and robots, in such a way that the customer is delighted with the interaction, it will be the people that will make the difference.

Angie’s List had good automated tools for finding contractors and booking orders. But when human judgement was required, they failed miserably. That’s Fail #5, which is enough for this article.

Improve, Empower, and Reward

There are other skills that need development, including decision making and time management, says Bill Moore of Customer Relationship Management Institute (CRMI). He also counsels managers to empower their reps and recognize them for improving customer satisfaction:

Be sure to compliment the training with internal procedures that provide the service representatives with the authority to resolve conflicts up to a certain dollar amount without approval. The Ritz Carlton and Nordstrom’s are two examples of where employees are authorized a certain level of remuneration to immediately resolve a customer issue.
And … ensure measurable improvements of customer satisfaction are tied to an ongoing employee recognition and reward program.

And finally, Ron Kaufman writes that a passion for “perpetual service improvement” is the key to growth:

Excellence in service is not taking a prescribed set of actions. Rather, service excellence is taking the next right action to create new value, better value, or more than expected value for someone else; an internal colleague or an external customer. Service excellence is the commitment – not merely to predictable standards – but to continuously stepping up.

Bottom line: People still matter. My sincere thanks to the customer service experts who helped me better understand the skills customer service reps need to avoid defections (Angie’s List) and build genuinely loyal relationships (Amazon).

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What the Pinterest Social Media Platform Can Do for Marketing

Have you noticed the new social media platform Pinterest recently? If not, seek it out and give it a careful review.

Pinterest, an online bulletin board for your favorite images, launched in 2010 and is already experiencing wild growth.  According to comScore, Pinterest usage in the US shot up from less than half a million unique visitors in May 2011 to nearly 12 million in January 2012.

The site signed up more than 7 million unique visitors last December, up from 1.6 million in September. And it’s driving more traffic to company websites and blogs than YouTube, Google+ and LinkedIn combined, according to a report from Cambridge, Mass.-based content-sharing site Shareaholic.

Pinterest allows you to organize images — maybe food or wines you’ve tasted, or great photography — into boards for specific categories. When you “pin” something new, your followers will see it. They can like, comment or re-pin it to their boards. Like Facebook content, your Pinterest pins can go viral.

I have started many boards … from favorite posters to inspirational quotes to creative marketing. The possibilities are unlimited.

Here’s a look at why some business owners — particularly retailers — might want to seriously consider creating a business presence on Pinterest.

Perhaps the most powerful business application is the ability to post images of your company’s products on your Pinterest board and link them back to your website. It works as a sort of virtual store catalog.

But remember that this is social media … you’ll want to be relevant to others interests and avoid selling at all costs.  If you simply display images of your products without contributing other content or sharing other users’ pins, you’ll likely find that people will tune you out.

A wide range of major brands are using Pinterest to engage fans through social curation and as an online focus group to see what clicks with consumers, including:

Lands’ End  – The Lands End sub-brand ran a contest last month called “Pin It to Win It,” inviting customers for pins of items on the site they liked, with the ten most creative awarded prizes of $250 gift cards.

Whole Foods Market  – pins things related to their products such as recipes, delicious-looking food, food art, and images of recycled or reused products to inspire customers to be environmentally responsible.

Etsy – offers stationery, gift ideas, seasonal decorating advice and a “Smile Booth” for employees and consumers.

Travel Channel – a big fan, the U.S. cable TV network taps into interests such as animals, street food, behind-the-scenes personal photos, beaches, landmarks, and souvenirs.

Gap – repins “popular Gap images on Pinterest including its puffer jackets and celebs like Will Arnett and Amy Poehler sporting the brand’s products.

Pinterest already is driving buyers to some websites. In the last six months, the retail site ideeli.com has seen a 446 percent increase in web traffic from Pinterest and sales resulting from those visits have increased five-fold.

The site does have some drawbacks for businesses. If your product or service isn’t particularly visual, your images may not tie directly back to your brand. The platform also doesn’t offer business-oriented features, and its search function prioritizes pin and board subjects ahead of “people,” the category that brands would fall into.

The best way to determine if  Pinterest could attract buyers is simply to experiment with it and don’t give up too quickly. If you run a landscaping business, for instance, pin pictures of landscaping you find online or snap in your community. If you’re a lighting store, pin shots of the interesting in home lighting designs. You also can search through the site’s categories and add some inspirational, funny or beautiful images you find.

Then, follow interesting boards and individuals who post images that inspire you. Once you’ve done some pinning of other people’s content for a week or so and attracted a few followers, create a new board of your products.

Add descriptions and perhaps the price to the images. Make sure they link back to your website and start tracking pinterest.com as a referral source in your website analytics.

Invite your followers from other social media sites and your customers to join and follow you … perhaps give them a small incentive to do so. Next, try creating an image of a special deal or coupon just for your followers. Upload it to a new board for Deals. Perhaps offer a prize to the person who gets the most likes or comments on a re-pin of the coupon, and then sees who shares it the most.

In a month or two, see if you’re getting referral traffic or sales. Depending on the results, you may need to tweak your boards with new images and words.

One thing is clear whether you’re on Pinterest for personal or business reasons: the best images — be they funny, beautiful or thought to provoke — attract the most attention.

The Bottom Line: Where there’s buzz, there’s opportunity.

How can you use this exciting image-driven channel to engage your customers better?

Need some help in capturing more customers from your marketing strategies? Creative ideas to help the differentiation with potential customers?

Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.

Call Mike at 607-725-8240.

All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.

When things are not what you want them to be, what’s most important is your next step. Call today.

Test. Learn. Improve. Repeat.

Are you devoting enough energy to improve your marketing, branding, and advertising?

Do you have a lesson about making your marketing strategy better you can share with this community? Have any questions or comments to add in the section below?

Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on Twitter, and LinkedIn.  

17 Tips to Make Every Marketing Campaign a Success

Understatement time: Marketing has changed a ton in the last five years. Social media’s power to drive campaign success into uncharted territory has resulted in a massive shift in content marketing. The best campaigns have capitalized on the elements that make almost every marketing campaign a success.

Stop interrupting what people are interested in, and be what people are interested in.

Below, we’ve taken five of the best marketing campaigns, and have broken down key elements that contributed to their explosive success. Although some of these marketing campaigns were created by the biggest companies and agencies in the world, they succeeded not because of how much they cost, but because they understood fundamental truths about social media users.

Play to people’s emotions.

When I saw my boss cry when watching the ad, I knew it was going to perform well. Emotional stimuli, happiness, sadness, inspiration, anger and beyond, have been proven to activate the human nervous system and boost social transmission. In other words, if you can cause an emotional reaction in people, they’re far more likely to share your content.

This notion is clear when you look at what gets shared online. Go to a website like Upworthy or any other content aggregator and see what gets the most attention. It’s stories about unlikely heros, or videos of soldiers coming back from war and surprising their families, or stories of people and their pets. These videos, to use an internet expression, catch us ‘right in the feels’ and that’s why they succeed. Brands should be striving to make that same impression, and WestJet is proof as to why.

The airline also made their service a secondary element of the ad, which might seem counterintuitive to many brands but can actually pay off big time on social media. Many people are inherently hesitant to share brand-heavy content on social networks.

Use many channels … with new ways to communicate

Ignore conventional marketing. Instead be unique and memorable.

Old Spice didn’t just bend conventional marketing practices, they avoided them entirely, creating something far more impressive in the process. You wanted to play the video again and again to try and see how it was accomplished. You wanted to show it to friends and talk about it. It was so interesting and shareable that brands have been chasing this model ever since it aired.

Then, they did something even smarter. They created the response campaign to bring their viewers into the experience. Everyone who loved the ad had the opportunity to be a part of it. Users flocked to submit questions in the hopes for a direct interaction with the Old Spice Man.

Know your audience and cater ads to their interests.

Consider competitivenesstalking about REAL differences with competing offers … the value proposition

Differentiate and include audience

People love to be a part of something popular or viral. It’s like being part of a studio audience or being mentioned by a celebrity on Twitter. Not only is the experience enjoyable for them, it’s also something they want to share with their friends and followers. By creating these personalized videos, Old Spice turned a successful brand video into a shareable social media campaign.

Utilize creativity … inventing new ways to talk about products and services

Use humor.

Provide useful content … with meaning and relevance, not just entertainment value

Take risks.

With social media, users are empowered to skip over any ad they don’t find interesting. This puts the onus on brands to somehow catch people off guardor otherwise keep their attention. Humor is one of the most effective ways to do that.

Much like with Old Spice, K-Mart used humor in a way that you might not have expected from their brand. While it’s easy to call it juvenile, the results speak for themselves. The humor made the video so shareable that more people shared it on Facebook than commented on it. That type of engagement is invaluable of the brand.

This marketing campaign was also special because it was a risk. It wasn’t just a risk for K-Mart, it was a risk for any brand. Swear words and childish jokes isn’t something most retail brands would strive to be associated with. But social media is about creating discussion. Safe bets don’t create discussion, risks do. K-Mart put themselves out there and social media users appreciated the humor and the risk. They took a chance and it paid off.

Support a meaningful cause and share it with your audience.

So what are the main lessons to draw from the Always marketing campaign? Put your company behind a cause. Try to start a movement.

Always is working to become synonymous with women’s empowerment. This is their cause, and the basis of their ad. Again their product was put to the side, but where WestJet did it to focus on their customers, Always focused on the ‘greater good.’

Find a cause or a message that your business believes in. This is important: don’t just support it for an easy marketing win. Actually throw your company behind the cause. Raise awareness, fundraise, co-market with existing organizations that have taken on the cause. Looking like you support a cause isn’t enough, and can actually be damaging to your brand. You need to follow through. Always, for example, partners with UNESCO to support education for women across the world.

And the #LikeAGirl ad wasn’t just an ad, it was a call to action. In the same way that Old Spice succeeded by involving fans in their YouTube campaign, Always succeeded by making people want to join their #LikeAGirl movement. Athletes and businesses jumped onto the hashtag and threw their weight behind the movement, spreading the campaign even further.

This works for the same reason people latched on to the Ice Bucket Challenge. These movements are inclusive; they make you feel like a part of something good. All humans have a desire to be included and make a difference. If your brand can start a movement like Always was able to do, the positive impact on your brand will be substantial.

Clarity beyond the marketing … focusing on the business behind the marketing

Of course there are marketing formulas that have been proven to work time and time again:

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Call to action … the most important factor … leaving behind value when the marketing is done

Awesome consumer targeting

Dollar Shave Club isn’t just marketing to men of shaving age; they’re marketing to tech-savvy younger men, the audience most likely open to buying razors online. “Young men” is written all over the video. There are toys in the background. They swear and use humor. There’s a machete. They make fun of tennis. It ends with a party. This isn’t an energy drink ad. There aren’t explosions and extreme sports. But it nails the target demographic in a simple, straightforward way. People often talk about targeting on social media. You can target your content once it’s created, or you can target it from the outset. Doing the latter made this video into a hit.

What about distinguishing their brand? Did you notice, there isn’t a single image of anyone actually using the razor in the video. Why wouldn’t they show the razor in use? Maybe because they know (correctly) assumed that men wouldn’t be sold on how the razor looks while in use, especially since it will essentially look the same as every other razor. They narrowed in on the elements that distinguished their product from every other similar product: the price and delivery method.

What Is the Starlink System All About?

What is the Starlink System? Technically speaking, it’s a satellite internet system. If you live in a city or a big suburb, you probably enjoy fast internet speeds, maybe at 1Gbps or beyond. But imagine enduring internet speeds at 20Mbps, or even as low as 0.8Mbps, every day.

Unfortunately, people across the US and the globe, are stuck in this very situation. Installing fiber in a city, and bringing Gigabit broadband to millions of customers is potentially lucrative, but not so much in a rural area home to only a few hundred people.

Enter Starlink. The satellite internet system from SpaceX is capable of delivering 150Mbps internet speeds to theoretically any place on the planet. All the customer needs is a clear view of the sky. In fall 2020, the system began serving its first users, many of whom were based in remote or rural regions of America—and the response was enthusiastic to say the least.

I live in Melbourne Florida and have been watching Starlink launches for the last few years from about 35 miles. They have been amazing! I worked at Loral when they plunked their first launch of their equivalent system in the ocean and never recovered about 20 years ago. Let me tell you a synopsis of this system … 

Satellite internet technology has been around for decades. It involves beaming internet data, not through cables, but via radio signals through the vacuum of space. Ground stations on the planet broadcast the signals to satellites in orbit, which can then relay the data back to users on Earth.

One of the main existing providers has been HughesNet, which relies on satellites 22,000 miles above the planet. SpaceX’s system improves on the technology in two notable ways: The company wants to use low-Earth orbiting satellites that circle the planet at only around 300 miles above the surface. The shortened distance drastically improves the internet speeds while also reducing latency. Second, SpaceX wants to launch as many as 40,000 satellites in the coming years to power the system, ensuring global coverage without service dropouts.  

SpaceX has quietly said that some users are experiencing congestion issues. In certain cases, the congestion is so bad users report seeing download speeds under 10Mbps and higher latencies. The company is promising to alleviate the congestion problems by launching more Starlink satellites in orbit. But some users are skeptical SpaceX can pull this off, given Starlink’s growing popularity in the US and around the globe.

One great, non-official resource is the Reddit community for Starlink. Here, you can find actual users of Starlink, who often post about their experiences with the service, and answer questions. It also contains its own community-driven FAQ about Starlink, which is chock full of details

This system is ideally suited for rural and geographically isolated areas where internet connectivity is unreliable or nonexistent.

SpaceX initiative to create a global broadband network, Starlink uses a constellation of low Earth orbit (LEO) satellites to provide high-speed internet services. SpaceX, more formally known as Space Exploration Technologies Corp., is a privately held rocket and spacecraft company that Elon Musk founded in 2002.

Instead of using cable technology, such as fiber optics to transmit internet data, a satellite system uses radio signals through the vacuum of space. Ground stations broadcast signals to satellites in orbits, which in turn relay the data back to the Starlink users on Earth. Each satellite in the Starlink constellation weighs 573 pounds and has a flat body. One SpaceX Falcon 9 rocket can fit up to 60 satellites.

The goal of Starlink is to create a low latency network in space that facilitates edge computing on Earth. The challenge of creating a global network in outer space isn’t a small one, especially because low latency is an important demand. SpaceX has proposed a constellation of almost 42,000 tablet-size satellites circling the globe in low orbit to meet this demand. The CubeSats — miniature satellites commonly used in LEO — create tight network coverage, and their low Earth orbit produces low latency.

However, Starlink isn’t the only contender in the space race and has a few competitors, including OneWeb, HughesNet, Viasat and Amazon. HughesNet has been providing signal coverage from 22,000 miles above the Earth since 1996, but Starlink follows a slightly different approach and presents the following improvements:

  • Instead of using a couple of large satellites, Starlink uses thousands of small satellites.
  • Starlink uses LEO satellites that circle the planet at only 300 miles above surface level. This shortened geostationary orbit improves internet speeds and reduces latency levels.
  • The newest Starlink satellites have laser communication elements to transmit signals between satellites, reducing dependency on multiple ground stations.
  • SpaceX aims to launch as many as 40,000 satellites in the near future, ensuring global and remote satellite coverage with reduced service outages.
  • Starlink has the advantage of being part of SpaceX, which in addition to launching Starlink satellites, also conducts regular partner launches. Other satellite internet providers may not be able to schedule regular satellite launches due to the high-cost factors involved.

Starlink offers unlimited high-speed data through an array of small satellites that deliver up to 150 Megabits per second (Mbps) of internet speed. SpaceX plans to double this rate in the coming months.

According to a Speedtest by Ookla, Starlink recorded its fastest median download speed in the first quarter of 2022 at 160 Mbps in Lithuania. Starlink also clocked in at 91 Mbps in the U.S., 97 Mbps in Canada and 124 Mbps in Australia. Starlink in Mexico was the fastest satellite internet in North America, with a median download speed of 105.91 Mbps. The Speedtest further revealed that upload speeds have seen a downward curve of at least 33% in the U.S. — from 16.29 Mbps in the first quarter of 2021 to 9.33 Mbps in the second quarter of 2022.

According to Starlink’s website, it offers high speeds and latency as low as 20 milliseconds in most locations.

Starlink offers the following three internet packages:

  • Starlink Internet. This package is geared toward residential use and costs $110 per month plus a one-time charge for the hardware of $599.
  • Starlink Business. The business package provides twice the antenna capability of the residential offering along with faster internet speeds. It costs $500 per month with a one-time equipment charge of $2,500.
  • Starlink RV. In June 2022, the U.S. Federal Communications Commission authorized SpaceX to use Starlink with moving vehicles, including recreation vehicles, airlines, ships and trucks. So, people on the road can now get access to the Starlink RV service for $135 per month plus $599 for the hardware.

The megaconstellation currently consists of more than 5,700 operational satellites, and that number will continue growing far into the future.

Interview Questions for Every Customer Service Candidate

Short of inventing a time machine there’s no guaranteed method, which makes an interview one of the most important tools you have to vet a customer candidate.

The right interview questions reveal more useful information about a candidate than their work history, because they force interviewees to think on their feet, drawing on their experience to answer pointed questions. Seeing how they react speaks volumes about how they will handle real-life situations, and will help you avoid wasting time and energy on hiring the wrong person.

Divide these interview questions among your hiring team, and you’ll get the information you need to hire top customer service talent.

Structuring Your Interview Q&A

The best interviews are not strict question-and-answer patterns; they’re structured conversations that draw out candidates’ attitudes, strengths and challenges.

Encourage candidates to use a storytelling approach: Tell them you’re not looking for hypothetical “this is what I would do if that happened” answers. Ask for specific, detailed stories about their experiences and their behaviors in those situations.

Don’t be afraid to dig deeper: Your questions are only starting places for conversational topics. If the answer is interesting or concerning, ask follow-up questions to uncover more details.

It’s OK to ask similar questions: Often the best stories will come out when a candidate has had a few minutes to think about an earlier question. By revisiting important areas, you give them the best chance to reveal their character and skill to you.

Don’t rush to fill silence: It’s OK to let your candidates sit quietly before they answer a question. It can give them time to formulate their thoughts, and it can also result in them revealing more than they initially intended.

Customer service approach

1.What does good customer service mean to you?

2.What appeals to you about this role specifically?

3.What’s the best customer service you’ve ever received? Why?

4.Can you tell me about a time you received poor customer service?

5.Is there a difference between customer service and customer support?

Emotional intelligence, empathy and behavior

6.Can you tell me about a time when you were proud of the level of service you gave a customer?

7.Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?

8.Have you ever bent the rules in assisting a customer? Tell me the situation and the outcome.

9.In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?

10.Can you tell me about a customer that you found difficult to understand, and how you approached that interaction?

11.Can you describe a time when you had to say “no” to an important customer’s request?

12.What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need?

Problem solving

13.Have you had a time when a customer was reporting a technical issue that you didn’t know the answer to? What was your approach, and how did it end up?

14.Can you tell me about a situation with a customer when there wasn’t a clear policy to use, and you needed to make a judgement call? How did you approach your decision, and what happened?

15.Can you give me an example of a situation where there were major problems with your product/service, and you needed to respond without having all the answers yet?

Communication skills

16.Can you give an example of how you handled alerting a customer when your product/service caused a major problem?

17.When responding to a customer, how do you decide what information to include, and what to leave out?

18.Can you tell me about a time when you needed to convince a customer or a teammate to change the way they were working (e.g., adopt a new procedure or modify their language), and how you went about that?

Attitude and approach to work

19.What’s the last new skill you learned? Why did you choose that skill, and how did you learn it?

20.Can you tell me about a time when you made a great contribution to your team?

21.What’s the next book I should read? Why?

22.What are you better at today than you were this time last year?

23.What do you think makes a good teammate?

Do you have unusual interview questions you’ve had success with in past interviews? Share in the comments below!