Using Social Media for a Better Customer Service Experience

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Social media has come a long way over the past decade. What was once a hub for high schoolers posting online thoughts or exclusive for college students with a valid university email address has now become a common form of communication for just about everyone middle school aged or older. So, when it comes to customer service, brands now expect their customers to visit their social media page to request responses to their biggest questions or problems.

And, brands that have been slow to the table have found that customers are demanding they catch up to the current trends or lose out to the competition. In a survey by JD Power of over 23,000 online customers, 67% said they had contacted a company via social media for customer support issues. More than that, Convince and Convert reported that many users (42%) expect a response to their social media support questions within the hour and believed the response time should remain the same even after business hours and on the weekends.

Brands used to take at least a business day or two to get back to their customers by phone or email, but things are changing rapidly with new modes of communication. With new marketing tools, like automated posting platforms and text marketing software, users are expecting brands to connect with them on a personal level.

Pick Good Platforms for Your Brand

You don’t want to get caught spending your valuable content learning the ropes and crafting content for a platform that doesn’t really appeal to your target audience base. Choose platforms that are best for the kind of content you are going to offer, the type of buyer you are addressing and the type of brand persona you want to portray.

While LinkedIn is much more serious and business-oriented by nature, Pinterest is all about inspiration and image strength. On the other hand, Twitter offers a good place for quick, public thoughts and Facebook is more about building relationships through a variety of posts that contain images, content blurbs and links.

You will want to find out where your customers and social media influencers are, and not just assume a specific platform is best because you like it or know it the best.

Monitor Social Chatter

Social listening helps you discover where your audience is spending their time and understand what is being said about your brand, products, employees, competitors or industry. Social listening tools will help you pick selective keywords to find the conversations that matter to your brand. You might find that many conversations are public ones where you can jump in with your professional account to offer genuine care, honesty and helpful solutions that show just how customer-minded your brand really is (but be careful not to intrude on personal conversations).

Publish Solutions

Social listening and your customer service team are two great tools to help you really round out your content marketing strategy. Find out what questions or concerns are being raised by multiple users and then respond with your content. Good customer service content can then be promoted by your social media pages and specifically provided for users if they reach out with that problem or question (saving your customer service team time and showing professionalism).

Chances are, if you know for a fact that a few of your viewers are struggling with an issue, then there are probably several more who just haven’t reached out about it and your content may provide a simple solution for them.

Offer Text Messaging Assistance

Many brands will ask users to email them about specific issues with a product or service when they reach out on social media, but email can be a bit clunky. Consider offering SMS messaging as an option to help your users get the help they need in a faster and more convenient way for them. Since many of your users are probably using social media apps on their phones to contact your brand in the first place, offering them the choice between connecting with a customer service rep through text messaging can feel really convenient.

You can then transition a positive customer service experience into your SMS marketing content to cultivate your lead or build a stronger relationship with your customer.

Author Biography

Sophorn Chhay

Sophorn is the marketing guy at Trumpia, the most complete SMS software with mass sms messaging, smart targeting and automation. Jumpstart your business by grabbing your free copy of his powerful Mobile Marketing Success Kit. Watch Trumpia’s 5-Minute Demo on how to execute an effective mobile marketing strategy.

What You Need to Know About Blog Design to Establish Your Business

blogSo, you are trying to establish your business by connecting to people on the internet. One of the best ways of connecting to others is through a blog. But, what draws people in?  Many love to read blogs, it is a very popular thing in today’s world. Here we will discuss what you will need to know to start your blog.

Firstly, find out which kind of audience you are looking for. You should know your specific targeted audience that you should write for. If you know who your target is, then you can write about what they want to hear about. Or, you can gear the outlook into things that they will want to see. To state the obvious, if you are a sports blog you do not want to write about dining. Stay consistent with what your subject is supposed to be. Also, have specific articles about certain subjects. That way, if someone searches for a specific question your article has the chance to pop up as a recommended article. Once people see how helpful your article is, they may save your blog for future references.

Next up is the design. You want to make the design visibly appealing for your audience. You do not want bad colors or a chaotic structure. If your blog is visibly appealing, then the audience is more likely to read it. If you do not have structure or order to your blog, then your readers will quickly lose interest. Be sensible with your color choices. You do not want a whole bunch of bright colors that clash together. Too much color can be a bad thing. So, do not overdue the color scheme.

Pictures. While this may sound silly, people do appreciate pictures, but not overly done pictures. There needs to be a reason for each picture that is put on your blog. Just a few pictures could be helpful. For example, if you are doing a blog on: The Mechanics of Throwing a Perfect Spiral. You may have a picture or a football, and where you are supposed to hold it. Or maybe the position of your arm when you are supposed to release it. With every picture you use, make sure it makes sense. To continue my example don’t put a picture up of some random stadium. There needs to be a reason for everything that you put up on your blog. Pictures can be very helpful for your blog, as long as you do it in an appropriate way.

Overall, as long as you try to make everything have a sense of purpose your blog should be fine. You need to put the time and effort into your blog to make it successful. There is a lot you will have to do in order to get the readers you want to help establish your business. But, if you can get the readers, then you will be able to start getting the business to your website and to your products.

 

5 Drawbacks to Twitter and Why They Don’t Matter

TwitterSome people love Twitter, others hate it. Ultimately, no matter your opinion, it’s a great marketing resource and a perfect platform for possible customers. Today, we’re going to cover 5 apparent drawbacks to Twitter and talk about why they really don’t matter.

1. “There are so many tweets out there, it’s way too easy for yours to get buried with the pack.” 
Well, I’m here to tell you that yes, while this is possible, it’s very easy to avoid. Tweets are just like any other form of marketing. There will always be those who ignore the tweets and advertisements, but the sheer nature of Twitter requires that people follow you in order to see your tweets directly. This means that they have some sort of interest in hearing what you have to say. Embrace this, make your tweets interesting and you won’t be ignored.

2. “You only have 140 characters to market yourself or your company, there’s no way that’s enough.” The most effective advertisements are those that catch someone’s eye and have a lasting affect. It’s easiest to catch someone’s eye with a short ad rather than a long one. No one wants to read 600 characters, but 140 isn’t asking much.

3. “Spam is so prevalent on Twitter, there’s no way to distinguish the actual promotions from the fake.” The only way that one is exposed to spam on Twitter is if someone they follow tweets or retweets it. If it’s coming directly from the source, like the account of a credible company, the promotions are always taken seriously. Twitter has a great monitoring service.

4. “You have to be following someone in order for them to send a direct message, that limits outreach.” Yes, while this is true, it’s also a huge marketing advantage. This requires that people ask questions directly to your public posts, providing you with the opportunity to respond where everyone can see it. This way, you’re answering someone’s question and putting your company in a good light for its outreach.

5. “Relationships on Twitter are just that, they don’t actually help business.” No matter the nature of a relationship – on Twitter, on Instagram, by text/email – it is still a relationship. Relationships are connections, connections bring business, and business is revenue. Be nice and helpful on all platforms, especially Twitter where anyone can see it.

Signing off for now, your friends at Flywheel Marketing.

Best Hashtag Practices

hashtagsSocial media: a mystery? A science? A narcissistic obsession? It doesn’t really matter. What matters is that you, as an aspiring or established professional, are caught up with the newest trends and practices. Today, we’re here to talk about hashtags and how they can make or break your social media presence.

The hashtag works as a grouping mechanism. It’s a way to “tag” your tweet, and identify it with other tweets regarding the same or similar subjects. For example, if you were to label a tweet with “#CasualFridays”, anyone could search that hashtag and see which tweets, including your own, have the same label. Now that you have a better understanding of hashtags (you probably already knew that), we can move on to the actual appealing ways to use them.

1. Try to join in on trending hashtags while relating it to your company. There are social media obsessions – videos, tweets, quotes – that have gone viral… join in on this opportunity! Oh, an awesome video of a flying cat surfaced, relate it to your own business somehow! For some reason, whenever corporations join in on social media trends, people love it. Twitter is free publicity, so it get the most of it!

2. Use hashtags frequently, but not ridiculously. Yes, Twitter does offer you the ability to do it whenever you want, but that doesn’t mean that you need to. Try to limit yourself to one per tweet, usually at the end. Don’t exhaust your resources.

3. Have fun with it. Let your personality shine through your tweets, including your hashtags. Many people lose track of their true identities when it comes to social media – don’t let that happen! It’s easy to post informational, lackluster links, but the entertaining, creative posts are the ones that have the greatest effect.

4. Make sure that you utilize your followers and their presence. Twitter goes from written thoughts to spoken words, use your hashtags to have more people see your tweets i.e. the search presence.

These are some minor improvements to fully and efficiently utilize your social media outlets. Don’t be annoying, don’t try too hard, just be yourself and the clients/followers will love it!

Signing off for now, your friends at Flywheel Marketing.

How Can I Be Sure My Approach Is Unique?

real estate soldAs a real estate agent in the 21st century, the only way to guarantee success is to change with the times while maintaining your true persona. Many realtors don’t fully grasp how to represent themselves on social media and subsequently lose clients because of their skewed online presence. The ability to be unique is something that is so often under appreciated. However, the simple concept of social media – connecting with clients and coworkers in an untraditional setting – gives everyone, especially people who need to come off as extremely personable for the successful execution of their job (realtors), the ability to assume the unique role that might just be the extra accessory in closing the deal. Today, we’ll cover 5 things that you, as a realtor or an aspiring realtor, should keep in mind when developing your social media presence and diversifying your approach.

1. When posting, don’t be afraid to use an informal voice. Coming off as an omniscient prick only gets you so far (irony at its finest). Lose the big words and dumb it down a little bit to stuff that the common person, and client, actually understands.

2. If you have an opinion on something, share it (there are exceptions). Now I’m talking about sharing your opinion on the product and/or subject of the blog. There’s a time and a place for everything, but it’s neither the time nor place to cover your views on immigration legislature while posting on the account from which you share to clients. If you love an aspect of the house, then say it exactly as you would in person. There’s no reason for your own individuality and unique voice to be lost in transition from word of mouth to word of text. Be your own, relatable self.

3. Don’t copy what other realtors are doing, but don’t be afraid to use their good ideas. There may be something that a realtor posts – a way he/she words something, a social media contest they’re doing, etc. – that sparks your interest. Let it. Take notes, and do something similar, just not exactly the same.

4. Talk to your peers, and possibly a younger generation if that applies. Two brains are always better than one, and if you’re social media illiterate, it’s a safe bet to ask a younger generation how/what to do.

5. Stop trying so hard to be different. Everyone’s trying to be different. Just be you, using your own voice, posting informational and well-researched bits for your own clientele. Everyone is unique, but they don’t realize it until they’ve tried so long and so hard to be someone that they aren’t. If you think it’s a good post, then post it. If you think the joke’s funny, then say it. Just do you, and the results will come!

Singing off for now, your friends at Flywheel Marketing!

15 Ways Real Estate Agents Should Use Social Media

real estate agent social mediaThe real estate market is changing, and with the right tools, you can stay ahead of the curve. Social media – Twitter, Instagram, Facebook, etc. – are platform gifts from God (more like from technological wizards with more intelligence for their own good but that’s beside the point), and are to be used in every step of promotion, planning, and preparation. Instagram, specifically, is essentially a home show at a prospective buyer’s fingertips when used correctly. Today, we’re going to cover 15 ways that you, as a real estate agent, should be using social media.

1. To show a behind-the-scenes point of view of the house. People love to see what goes on outside of the public eye, including the work that you’ve put into the houses, the hidden gems within the houses, etc. The more positively presented information flowing through the mind of a potential buyer, the more likely they are to supply you with your next commission.

2. To advertise open houses. This can be utilized on any social media outlet. The idea is solely that more people see the advertisement, a simple social media marketing tool. Who knows who will show up at that house because of what they saw on social media.

3. To reach a target market. This is usually the most effective when the target market is younger generations because they’re typically the ones most active on social media.

4. To show short video tours. This one may only work on Instagram or Facebook because videos aren’t necessarily received that well on Twitter. This tip is relatively self-explanatory; the only way that someone will buy the house is if they like what they see.

5. To come off as relatable, and trustworthy. Buyers want to feel reassured that they’re buying from a trustworthy seller. This can be best achieved by the captions attached to your posts; present yourself in a way that appeals to buyers.

6. To show what they’re getting, no embellishing. A picture is worth 1000 words, and no amount of words can convey a house and its style better than a picture or video.

7. To develop external relationships. Have you ever bought something from a friend, and knew it would be in good shape because you trusted that person? That same goal applies with taking your business to social media. Develop that outside-of-work connection by providing the customers with a slice of your true self.

8. To engage with customers. A potential buyer may not feel comfortable calling you, but the informality of a Direct Message appeals to almost everyone. Engage with your followers/friends, and be consistent in your responses!

9. Use Google Analytics. The appeal and effectiveness of your posts can now statistically be measured with Google Analytics. Twitter also has something similar with measuring the capacity of your tweets – research these options.

10. To develop a desired persona. Who do you want to be as a realtor? Social media is the absolute best way to establish your reputation and reach all audiences.

5 social media behaviors to avoid:

1. Posting too frequently, or too infrequently.
2. Using a business account for personal posts; your kids are cute, but advertising them on a real estate account might give people the wrong impression.
3. Only using one social media outlet. Mix it up.
4. Responding negatively or rudely to questions (remember, you’re trying to brand yourself).
5. Embellishing the truth. Give it to the buyer straight, no one likes a liar, and you’ll have to deal with the repercussions anyway.

Signing off for now, your friends at Flywheel Marketing.

10 Ways Fitness Instructors Should Use Social Media

fitness-instruction-social-mediaYoga? Spinning? Zumba? Whatever you teach, utilizing social media WILL take your classes and class sizes to the next level. Whether you’re a free-agent moonlighting for the YMCA or a contracted instructor at a local gym or community center, your pay is based on the number of bodies you put into your classes. Sure, once they come to your class, they can’t believe they’ve been living without your class and will keep coming back. However, how do you get them there in the first place? How do you get those first-timers to walk into your classes so that you can hook ‘em and keep ‘em coming back?

Without a doubt your best form of free advertising, apart from word-of-mouth, is Facebook. This is most likely the easiest one as well – get your current students to “like” your Facebook page. Constantly promote your classes. Yoga? Promote your lavender essential oil foot rub during savasana. Zumba? Promote your new Pharrell routine. Spinning? Promote your students’ reviews of your class, or upcoming pricing specials you’re running. Or, promote a “bring a friend get a class free.”

Another popular tip with fitness instructors on social media is to post pics of your classes on Instagram, Pinterest, Facebook, etc. – to show, even though you’re working them to the bone, they’re having fun while doing it! Once people see the happy smiling people, they’ll want to be a part of it.

Below are 10 ways fitness instructors should use social media:

Facebook – as mentioned above, use this as a free “word-of-mouth” tool. Free! Just invite people to like your page, and promote away!

Twitter – get as many followers as you can! Even with social media ADD, everyone reads 140 characters.

LinkedIn – set up your profile and start networking with other instructors, students, and like-minded fitness fanatics.

Pinterest – who doesn’t love Pinterest? Most of us spend hours weekly on this app. Start your boards NOW and see the “followers” start pouring in.

Google Plus – set up your profile and get the word out about your classes!

Instagram – start snapping those fun photos of your classes! Post them as often as you can. Encourage your students to do the same!

Meet Up – create some fun like-minded fitness groups; rope in those introverts who might not otherwise come to your class

Blogging Platforms: Blogger, Tumblr, WordPress – start a blog! Blog about your weight loss, how you overcame depression, how you get up and keep doing it every morning. Offer fitness tips and encourage followers to comment and ask questions.

MySpace – woah, blast from the past, yes but still an awesome way for artists; musicians, instructors, etc. to get a following and get their name out there!

YouTube – post videos of your awesome classes! There’s definitely somebody out there who has never been to a yoga class, has heard about yours and wants to come. If they see a Youtube video of your easy-flowing, gentle ways that might just be the push they need to show up! Or maybe there’s a guy who doesn’t want to show up to a Zumba class and be the only guy. Let that guy see he won’t be – through Youtube!

LinkedIn: The One Thing You Should Know Before Outsourcing It

linkedin-coffeeIn the television comedy Arrested Development, father George of the always-off-kilter Bluth family is under house arrest for white-collar crimes and cannot be present to partake in the dysfunctionally wacky family interactions. Typically Bluth-ian, the family hires a ‘surrogate’ for him to participate. This surrogate, a stone-faced man wearing a video camera on his ball cap and an earpiece to George’s microphone, represents George and repeats everything the father says to the group in the living room of a Bluth Construction model home.

Hilarity ensues when others get on George’s microphone or when George himself says something that should have been expressed off-mic. The surrogate faithfully (and woodenly) reports George’s unintended expressions and the family reacts as if George is speaking. For all they know, this surrogate IS him, even when what the surrogate says is nonsensical and out of character.

The problems George has in sending a surrogate to be him are the same ones you might experience if you outsource too much of your LinkedIn profile to anyone. The takeaway here? Never give someone else ‘carte blanche’ with your LinkedIn.

At Flywheel Marketing, we do manage LinkedIn pages … and we do it very carefully. Any marketer should admit to you that LinkedIn is a bit tricky to outsource. Read on for specifics.

There are definite limitations to what someone else – your ‘surrogate’ – can do as you on LinkedIn. LinkedIn corporate pages allow us to post on your page and we make comments to people who respond to those comments on your page. That is it. We can’t join groups, connect with other people, connect with other businesses, or make any comments on any other pages other than your own corporate page. As you can imagine, there are lots of marketers frustrated with this because none of the other social networks have this limitation.

The only real way to use LinkedIn effectively for sales is with personal pages. It bears repeating that outsourcing personal pages is a bit tricky because … well … personal pages are personal. When communicating and connecting through a personal page, people are expecting that to be you personally.  A marketing company you hire cannot know who you just met at a conference, who your old co-worker is, or if that high school sweetheart is trying to connect with you, not for old-time’s sake but for a sizzling business partnership. And if any marketing company tries to do that, the results would often be nonsensical and out of character for your professional persona, just like the ‘surrogate’ in Arrested Development.

Of course we can bolster and maintain your professional presence on LinkedIn. We can and we do. We can post content on your corporate pages and respond to any comments that are made. When used as an “about us” page, this outsourcing of your LinkedIn is great for branding.  When it comes to posting content on your personal page, we can do that but we at Flywheel Marketing would want to work with you very closely so that connections and conversations with other individuals truly reflect you.

Email us at hello@flywheelmarketing.com, Tweet us or post on our facebook. Put us to work.

How to Track Pixels in Facebook Advertising

pixels-share-logoPixels.

If you are summer moviegoer, PIXELS means a movie where aliens misinterpret a time capsule of classic arcade games as a declaration of war and they attack the Earth in the form of those beloved video games. It’s wholesale jerseys the perfect excuse to tear up New York City streets a la Ghostbusters.

The summer blockbuster PIXELS gives us at Flywheel Marketing the perfect excuse to bring up the subject of pixels in your facebook advertising. Pixels are the crucial elements in why facebook advertising can be so directed, so effective, and so cost-effective. And they take only a в few minutes to understand.

In its simplest form, a tracking pixel is a 1×1-pixel image. Coagulant You or your marketing company places this small, unobtrusive piece of code (a pixel) on your website. The pixel goes unnoticed by your site visitors and it will not affect your site’s performance.  It relays a code back to the master URL that shows that the pixel was pinged and by whom. When that person browses the internet, which “pinged” pixel allows companies to serve ads to people most interested in their products or services.

Pixels come in three flavors:

#1 Conversion pixel. These pixels are placed within the checkout confirmation page or the thank-you page at the end of an online purchase. The only information the advertiser gathers with this pixel is how many “conversions” the ad garnered. A conversion or a conversion action in social media is the buy or purchase, often the desired end result of a promotional campaign.

As you can imagine, only 2% of traffic to a website converts to a buy on the first visit, so conversion pixel information is like seeing 2% of your ad’s effectiveness. What about the 98% who visit your site, click around, read about you … and don’t convert right away? Yes, you are ignoring the 98% that wholesale jerseys don’t convert. Might some of that 98% buy your product wholesale nba jerseys if they were reminded of it enough? Absolutely. But a conversion pixel will not show you which ads are reeling in eventual customers; it will only verify for you how many conversions that ad brought to your business.

Next two ways to track pixels in facebook advertising show your AUDIENCE rather than just your CUSTOMERS. This reveals to whom you are showing the ad, not Кофр necessarily who acts on the ad with an Honda end sale … yet.

#2 Remarketing or retargeting pixel. This tracking pixel, imbedded in a website’s home page, tracks visitors to your website regardless of whether or not they make a purchase. It then serves up your ads to them as they browse the web. You or your marketing service can customize the pixel tracking to include or exclude those who have already bought from you. One recommended campaign is focus on existing customers with promotions that encourage upgrades or to past customers with incentives for them to re-subscribe. The re-marketing pixel is a perfect fit for that kind of marketing effort.

The remarketing approach is a powerful branding and conversion optimization tool, especially if it is part of a larger social media marketing strategy. While its strength is that it can help increase conversions from people already interested in you, remarketing is not the strongest vehicle by itself to drive people to your site. If you couple remarketing with and another pixel that drives traffic, this combination will help you optimize your marketing efforts.

#3 One-percent like-kind pixel. Imbedded on the home page of your website, this follows your audience as they visit other sites. This pixel tracking can display your ads for products or services to people who have demonstrated an affinity for your type of product, just not your particular brand … yet. It grabs potential customers who have showed that they like products with a mere one-percent variance from your product line. In essence, your ad is served up to people who are likely to like your product but they just doesn’t know about you yet. This delivers your ad to people most likely to Like your Page, engage with your posts and watch your videos … actions that build your brand and make conversions (making a purchase) more likely.

Here are a couple of parting thoughts on facebook advertising in general:

When PIXEL’s Adam Sandler sees his attackers coming at him while munching down asphalt, he gasps, “PacMan was a bad guy?!?” Because of tracking pixels, facebook advertising is not the Pac Man that takes down your advertising dollar. Facebook advertising is in fact a cost-effective ways to promote your product. The most optimized ads (that is, the ones best targeted to those who then purchase something) will offer the least expensive price-per-click advertising budget. The typical cost per click usually starts at 50 cents and, with savvy use of one-percent like-kind marketing, that price-per-click may drop as the campaign’s effects spread. When a Flywheel Marketing client’s product went viral after a celebrity wore his apparel, his price-per-click plummeted to an almost-unheard-of penny-per-click.

Don’t forget to QR “cross train” your facebook advertising with your customers who prefer email. Go ahead and email those customers with your facebook ads. It’s a very simple way to loop in all customers and optimize your entire campaign.

When it comes to story pixel tracking, Flywheel Marketing is GAME ON with your facebook ad campaign. Email us at hello@flywheelmarketing.com. Put us to work.

 

 

Hawgs and hashtags: The Sons of Arthritis story

My wife Mary and I started Sons of Arthritis Apparel back in late 2010 with a little Go Daddy ad and I thought I was going to be making ‘beer money’. Well, there was a gentleman – a big-name biker — on facebook
who posted our shirts and the dang thing went viral.

I Micro didn’t know anything about facebook until that took off. We soon found out that wholesale mlb jerseys – lo and wholesale jerseys behold – facebook was the medium to start rolling -NAPO- our business. At first and for the longest time, we built our apparel business based on some posts. But, you know, facebook has had quite a few changes to the way they go about things – with their algorithms and what they do behind the scenes. Lord knows I still don’t know anything about it.

Over time, cheap jerseys I had to look for people who Smelly could help me understand facebook and grow my business on social media. I had a couple and of them who supposedly were going to make me money and didn’t do anything.

Then I reached out to a company called Flywheel Marketing. When I called, they were very good at knowing our business. Flywheel took the time to understand what we did, to research wholesale nba jerseys us. Their communications have been fabulous.

As of now, in 2015, we are a half-million dollar company and doing facebook ads at a cost-per-click that is trip so low that it is almost unheard of.

If you are looking for someone to really drive wholesale nfl jerseys your business on social media so you can be successful, I highly Use recommend Kapstaden Flywheel Marketing.

Good luck.

Stan Dorak

Entrepreneur

CEO of Sons of Arthritis Apparel

 

Email Flywheel Marketing at hello@flywheelmarketing.com. Put us to work.