As business owners, we know you spend a lot of time and resources planning marketing campaigns. It can be exhausting—especially if you're trying to actually run a business at the same time. But it's necessary because if you don't have a steady stream of leads coming in, your ship will sink. Today, we thought we'd give you a little inspiration to help keep some wind in your sails.
Make a video
In an increasingly visually oriented world, video is quickly becoming king. Many people are naturally visual learners, so perhaps it would benefit you to make a video demonstrating your product or service. When done right, video can be a powerful marketing tool.
Always have a call to action
Whether you're making a video or sending out an email newsletter, make sure your call to action is very clear. If it's in an email or on your website, be sure it's bigger and bolder than the rest of the text so that it stands out and folks know what you want them to do. If it's in a video, tell your potential customer what their next step should be—give you a call!
Leave only one choice
Have you ever gone shopping for something and been so overwhelmed with choices that you just left without getting anything? The same thing can happen unless you limit confusion and decrease the number of call to action options you offer your customer. If you want people to sign up for a free trial, just use that call to action rather than doing that plus offering a way to sign up for a newsletter or get an estimate. Pick the thing you want them to do most and just give them that one choice. You don't want folks getting overwhelmed and just walking away.
Give your about page a little spit and polish
People read about pages, so it's important that yours is stellar. It's where customers go to learn what you're about and what you can do for them. You have to make sure your value proposition is solid and easy to see. Make it big, put it in a headline, whatever you have to do to make it clear what kind of value you can deliver. It also helps to break up your copy into small paragraphs. A big giant chunk of text is overwhelming and people won't read it.
Keep your blog updated
We know it's time consuming and you already have a full plate, but sporadically posting on your blog is a bad idea. You need to keep your content fresh and ever flowing. The more you post, the more traffic will be driven to your site and the more customers you will get. Your organic traffic will grow naturally the more you put yourself out there with blog posts.
Promote your tweets
Promoted tweets are a form of sponsored content, but they should still look just like a regular tweet and not an advertisement. Keep your tweets fun and valuable to your followers. To maximize their potential, be sure they link to a strong landing page that is related to the topic of the tweet. This will help you continue the conversation you started on Twitter.
Pay attention on Twitter
Do a topic search on Twitter and you'll get a list of tweets about what you are offering. This is a way to get real time information and reach out to people who are mentioning your product or service or looking for it. Engage them and make them yours!
Quora is your friend
Quora is a social media site that we wrote about a while back. If you missed it, click here to get caught up. It's growing in popularity and is becoming a great place for you to get recognized as an expert and meet people who might be asking questions about stuff you happen to know a lot about. You can help them with their problems by answering their questions. Next thing you know, you're doing business together.
Quora even allows you to create a profile that links back to your site, so you are giving people a direct link to you, the person who can fix their problems.
Volunteer to speak at an event
We've written about this type of thing before, but being a speaker at an event can get you a bunch of good quality leads since you are the presenter. Clearly, you're a reliable source of information and you're the person people will go to when they need what you have to offer. You'll also be able to do a little networking with others in your industry and that's never a bad thing!
We hope some of our suggestions have inspired you to try a few new things to refresh your marketing efforts. If you ever need more idea, come and see us. We'll have a chat and come up with something that will totally kick some serious buttski!
Imagine how cool it would be for your customers to have a fully immersive experience when they walk into your office or shop. The rooms, halls and every space in between can literally be a physical experience of your brand. This is what we call a “branded environment” and it works by communicating to folks about what you stand for and what promises you make to your customers, employees and investors.
The Benefits of Environmental Branding
Why not use your existing space as just another way to reinforce your brand messaging? A well-branded space is a powerful thing and when done thoroughly, it can:
- Strengthen brand awareness
- Help you stand apart from competitors
- Identify and promote your core values, specialties and strengths
- Create an immersive experience that strongly reinforces your brand identity
- Transform your buildings into inspirational, engaging and enlightening spaces
- Highlight new products
Elements of a Branded Environment
Every environment presents an opportunity for branding, and it’s actually pretty fun to plan and execute a branded environment. It involves a little bit of interior design, graphic design and some good old-fashioned creativity. The elements of a branded environment include:
- Way finding (signs that say where the elevators, restrooms, conference rooms, etc. are located)
- Media walls
Through the use of environmental graphics like posters and signs both inside and outside of your space, you can create a physical representation of what makes you special. Your brand environment is created by strategically applying your brand elements (like environmental graphics, furnishings, fixtures, etc.) around your space, offering you the opportunity to create an immersive and engaging experience that strongly communicates your brand message to everyone who stops by.
Some of the strongest examples of thoroughly immersive branded environments can be found at the mall. Major retailers put a lot of effort into creating a customer experience that makes a big impact. Walk into a Victoria’s Secret PINK store and you’ll know exactly what we’re talking about. Our GLAD WORKS studio is another example of a branded environment. Everything in the studio is sleek and modern and our brand colors of red, black and silver are well represented throughout the space.
With a little creativity and some design chops, your space can be transformed into a physical representation of your brand that your customers won’t soon forget. Next time you go shopping or visit us at our studio, take note of your surroundings for some inspiration so you can rock your space!
From corporate and product brands to personal ones, branding has a huge impact on consumer purchasing decisions. But what many business owners don’t realize is that you yourself are a brand—it’s not just your business and your products that you’re selling. It’s you. Today we’re going to focus on how to create your own personal brand to help strengthen and solidify what you’ve already created for your business.
What faces do you want to show the world, GLAD WORKS friends?
One way to get started on solidifying your personal brand is to find someone to emulate. This doesn’t mean that if you’re a fan of Britney Spears that you should go out and copy her (Can you imagine?). What it does mean is that it’s a starting point. Maybe you like her sense of style or her hair extensions. Start with that and see what you can add to it that is distinctly your own. Do people tell you you’re funny or outgoing? Add that to your brand as long as it’s something you see in yourself too.
Figure out your message
What kind of message do you want to put out there and what’s your goal? What do you want to accomplish personally and professionally? Decide on a few key attributes that reflect both your personal passions and your company’s needs. For example, if you own a bicycle shop and you believe in living a healthy and active lifestyle, you’ll probably want folks to see you as someone who is out there sucking down kale smoothies while biking instead of driving a car.
Once you’ve gotten your message sorted out, incorporate it into your thoughts. Be consistent and constantly reinforce it. If you’re that bike shop owner, you really don’t want to get caught pulling up at the drive through in a Hummer, right? So, be your own brand police. Think about your message every time you post to Facebook or Twitter. Consider it when you’re interacting with customers or attending tradeshows or networking events. Be your message and protect it.
You can still be consistent while evolving at the same time. As you evolve as a person, let your personal brand evolve with you. If you change jobs or take on a new role, let your brand change to fit that. Just remember to shape your new brand around your goals and newfound passions.
In the digital age it’s more important now than ever to have a strong sense of your own personal brand. Always put your best self out there because the world is watching you! Find a brand message that fits, stay consistent and let it evolve as you evolve and you’ll position yourself for success!
“What’s in a name? That which we call a rose by any other name would smell as sweet.”
These are the words of Juliet in the famous balcony scene from Shakespeare’s Romeo and Juliet. Juliet laments that her love for Romeo is forbidden because he belongs to the house of Montague, and therefore bears a name that makes him her enemy. Juliet realizes how arbitrary names are, and yet, in the end, they mean everything. And it is also true in business. The name you choose for your business or product has a tremendous impact on its success or failure. Let’s explore that a little today and hopefully, you’ll be able to avoid a star-crossed lovers situation between you and your customers!
What’s the best approach?
The right name can make your business a hot topic, but the wrong one can doom you to obscurity. There’s a lot of pressure on your name and ideally it should convey what you do, how you do it and whom you do it for—all without being too literal or long. Seems impossible, right?
Experts don’t even agree on what the best approach is. Some think an abstract name is best, others prefer one that’s more informative. Others insist that a made up word makes a name more memorable, and some argue that made up words are too forgettable. Big businesses spend lots of money to pay linguists like the folks at Lexicon (who have named products like Swiffer, Febreze, OnStar, BlackBerry, Dasani, Pentium, Scion and countless others) to think up names for them.
Honestly, just about any name can be made to work if it’s backed by the right marketing strategy, but we still need to take steps to ensure that it’s a killer name that can hold it’s own no matter what. The better the name, the less effort you need to exert trying to explain it.
Where to start
The best place to start is by asking yourself what you’re trying to communicate. Have you defined your target audience? Do you have a mission statement? These are things that can help you identify what you want your name to convey.
There are times when a real word or combination of words is better than made up words. That’s because they’re more relatable and have the power to conjure up emotional associations and reactions, which helps people remember them better.
That said, a name can be too meaningful as well. Take the name The Cheesecake Factory, for example. What if it started out life as The Portland Cheesecake Factory? When the business expanded to other parts of the country, the name would be limiting and wouldn’t have as much meaning to people in Providence or New York or Chicago. Descriptive names are concrete and tell something specific about the business. When you see The Cheesecake Factory, you know they’re gonna have cheesecake there.
A suggestive name is more abstract and tells a story. Look at the name Piperlime for example. The words “piper” and “lime” build images that begin to tell a story about the brand instead of describing it. Looking at the words, you think of an airplane or a bird combined with lime green or the flavor of lime. It’s light, fun, relaxed and stylish. And indeed, that’s what the brand is about.
The name of your brand product should always reinforce the key elements you want to convey.
Next week, we’ll go over some of the pros and cons of several different naming trends, help you get started on a list of potential names, and show you how to make sure you’re not using a name that’s already taken.
See you next week!
These days, demographic-based branding dominates all. The problem all brands face is this: if your brand suits a particular demographic at this moment, what happens as that demographic ages and times change? Do you age with them and eventually become extinct, or do you fight to stay relevant to subsequent generations of consumers? Of course you know the answer to that question: FIGHT! Go to the mattresses to avoid becoming irrelevant and sinking into oblivion!
We are all familiar with brands—big brands—that have found themselves becoming associated with an aging demographic. Take Gap, Inc. for example: remember all the changes they made to try to turn things around a few years back? They had to find a way to differentiate their brand and revamp their stores by doing tons of promotions and expansions. It cost them a lot of effort and cash and took a long time, but most industry analysts say they’ve finally turned it around and gained their customer base back.
There’s a lot we can learn from the mistakes of the big brands like Gap, but the most important thing is “don’t get too comfortable.” Just because you appeal to people now, doesn’t mean your branding job is finished. It needs to continually evolve—or risk extinction.
Now it’s not just retail businesses that struggle with this problem. For another example, think about what’s happening in thousands of libraries across the country today: in this age of cyber everything, what good are shelves of dusty old reference books? We have Google now! The internet is on our phones which are in our pockets 24/7!
The information age is forcing libraries to adjust their function to fit the next generation of patrons. Sure, there are still people who prefer to use dusty old reference books, but that population is dwindling as more people migrate to a digital way of life.
So, libraries are facing a branding crisis of sorts just as Gap and many other retail brands do. They’re having to differentiate themselves from the old notion of “library,” appeal to a new demographic, and remain relevant for an emerging generation.
To achieve this goal, some libraries have adopted Internet cafés with free wifi. They’re finding new ways to engage the community and keep them coming through the doors by offering free classes like “eBay 101,” providing physical event space for meetings, and expanding their repertoire of services in many exciting ways.
Professional librarians are transforming themselves from the old stereotype of bespectacled old ladies poring over crusty tomes into Internet savvy cyber superheroes able to whip up queries and ferret out information, and in doing so they’re finding that their new job is to save us from being buried alive in the information age. The core mission is the same, but the way it’s carried out is evolving.
That’s exactly what businesses like yours need to do to avoid becoming extinct: Marketing your brand is never a “set-it-and-forget-it” proposition. That doesn’t mean you have to change who you are or what you stand for, but you do have to pay constant attention to keep your demographic engaged so your customers don’t dismiss you as dated, move on to a more hip competitor, and ultimately forget about you.
People are always asking us how powerful a branding tool blogs can be, so today you get your answer people! Perhaps the best example of this power can be found in the popularity of fashion blogs and the bloggers who write them. They are r-e-d HAUTE right now!
As you know, we here at GLAD WORKS are quite the Fashionistas. To that end, we’ve always got our eyes on the new hotness—in August we were even platinum sponsors of StyleWeek Providence, an organization dedicated to showcasing emerging and established fashion designers from the New England area.
With all our fashionista-ing and whatnot, we’ve noticed how super popular fashion bloggers are! In fact, they’re so powerful and popular that they’ve even gone meta! As in, there are blogs about fashion blogs!
If only we could all be that lucky, right?
You know you’ve hit it big when other bloggers blog about your blog. Don’t worry though—even if we never make it to that level of greatness, there’s no denying that blogs are extremely powerful branding machines.
Let’s take a look, shall we?
In 2009, fashion bloggers had finally typed their way to the front row of some of the most exclusive runway shows. They were sitting right there next to the Anna Wintours of the world, watching and listening and reporting back to their legions of followers. The fashion designers were all hoping that these bloggers—right alongside the editors of the fancy fashion magazines—would like what they saw and show their brands some love. Fast-forward to today and this trend is only gaining momentum.
One of the biggest advantages blogs have over other forms of communication is the fact that the blogger has already done the work of creating a personal brand, and that brand has a loyal, engaged and trusting group of fans. Companies are dying to get a little bloggy love from these people because it translates so easily into sales.
Bloggers get their credibility in three main ways: 1) they live in the “real world,” 2) they talk about themselves/put themselves out there, and 3) they tend to interact with their followers.
Bloggers use the inspirational and visual nature of blogging to share their own perspectives, writing in a conversational style that’s highly relatable, and they’re very aware of what will resonate with their audiences. Readers grow to like and trust them—even if the blogger is a little quirky. In fact, in many cases, the quirkier the blog/blogger, the better!
Rosanna Ortiz-Sinel, president and founder of StyleWeek Providence, thinks selling quirkiness isn’t just a matter of blogging on the Internet. In fact, it can be seen across the entire industry: “the weirder you are in the fashion industry, the more followers you get because it’s a little out of the box,” she states.
Holla, BryanBoy with that quirky, editorial look you’re so famous for!
This is not to say that ALL successful blogs MUST be cute and quirky, but hey. Sometimes it helps!
Our blog is cute and quirky and you LOVE it… Right?
Needless to say, quirky fashion bloggers can and DO wield The Mighty Hammer of Thor over a brand—they also happen to do it wearing fabulous outfits.
Ortiz-Sinel agrees that the power of a blog is significant, and mentioned that two local fashion blogs in particular (The Newport Stylephile and Audrey McClelland from Mom Generations) had a positive impact on the success of StyleWeek Providence: “they helped us go viral with our message. That was really what we needed because these bloggers are known in the industry for their focus on style and they have a lot of credibility.” The bloggers created a buzz that augmented StyleWeek Providence’s marketing and advertising by talking about it to their followers.
And stretching beyond just the world of fashion, leveraging blogs absolutely should be on the list of options for companies trying to get the word out while improving engagement. As Ortiz-Sinel saw first-hand with StyleWeek Providence, local followers can be turned on to events they might not have been aware of otherwise.
Because of their intimate and direct relationship with their readers, bloggers have tremendous influence on helping an existing brand when launching a new product, broadcasting information and generating buzz about an event, reigniting interest in a seasonal line, or entirely turning around a not-so-great image. Considering that drumming up this support may not involve much more investment than a few emails, or perhaps shipping a few sample items, the ROI is fantastic!
(NOTE: As of 2009, the FTC requires that bloggers disclose when they’ve received payments or goods in exchange for review or endorsement. Blogs have to say “care of” or c/o the brand supplying the goods, just so everything is on the up and up. For more information, see http://www.ftc.gov/opa/2009/10/endortest.shtm )
When you see a blog post, a website, a Facebook page, or a piece of mail, what do you notice first?
Cool fonts? Maybe.
Great copy? Probably not right away.
The pictures? You got it!
Pictures are often the first thing that draws a viewer’s attention, and they help to create that initial attraction to a brand. Because of that, it’s really important to think about what the images you have posted on your website, social media sites, and even those that appear on your printed materials say about your business. If they’re crummy, people will think you’re crummy and that’s not the direction we want to head in. We want to be totally un-crummy and maybe even amazingly spectacularly gorgeous and wondrous.
Your pictures, just like your words and actions, represent your brand. They’re your big chance to stand out from the crowd and create interesting and memorable images for your marketing materials. They say a picture is worth a thousand words, right? It’s completely true, so as representatives of your brand, your pictures should look professional so they can help you communicate all the right things to your customers.
By professional, we don’t mean to say that your images should be predictable or stuffy or boring. In fact, they should be anything BUT that, but they also shouldn’t be pictures you took at home of your pet chicken or your kid unless they’re relevant to your brand and they look professional and polished.
Part of what’s special about a professionally done picture, is that they’re very high resolution. This is important because the resolution requirements for print and web are different and your pictures must be appropriate for your purposes. Pictures intended for use in print need to be much higher resolution in order for them to print clearly. Pictures intended for the web will probably not be good enough for print materials. Web pictures will not have high enough resolution to be used in print. That’s why the pictures on those invitations you made for your Great Uncle Carmine’s 90th birthday party came out kinda wonky even though they looked great on the computer. A professional photographer can help you sort all that out and make sure everything looks sharp.
Another thing a professional photographer can help you establish is consistency. Pictures that are of the same style and quality help to create consistency throughout all of your marketing collateral. This helps create that ever-important brand recognition. Another part of brand recognition is having images that draw people in by making an emotional impact on the viewer. Your pictures should work to connect your customers with your products and make them remember that connection. Animals and children are great for evoking a viewer’s emotions. If you’ve ever wondered why we use so many pictures of Bella and Dolce, there ya go. Aside from the fact that they’re wicked little divas and they sulk until we post pictures of them, we also do it because they’re adorable and people love adorable things. We’re always careful though that Bella and Dolce are relevant to our content. Their sweet little Chihuahua mugs wouldn’t work so well on a website that sells home security systems, for example. You’d need a Rottweiler for that at least.
But why should you bother hiring a professional photographer when you can just Google stuff and find great pictures for free online? Well, there’s a little thing called copyright. It’s very, very naughty to take images you find on the Internet and use them for your purposes without permission. You can always buy stock photography from a web site and that’s totally cool to use, but those photos can be kind of pricey and generic. You can always purchase exclusivity rights to the photos you choose, but that can be costly too, especially if you’re purchasing a lot of images. If you don’t own the photos, there’s a chance you’ll see that same photo on something a competitor is doing! EEEEK! It’s like showing up to Prom wearing the same dress as that annoying girl from math class. That’s so embarrassing!
We hope we’ve successfully communicated to you how important it is that the images you use to help you with your branding and marketing are tip top and full of The Fabulous. You want everything to be, well…Picture Perfect!
Sorry. We had to say it. We held it all the way to the end though! Aren’t you proud of us?
PS: Next week we’ll talk about creating content that has great viral potential. These days it’s not just enough to be cool or interesting--you’ve got to be contagious!
The other day I was riding my bike through the park when I noticed three gorgeous parrots sitting on top of a fence surrounding the playground. I was intrigued because you don’t see that kind of thing around here very often, so I took a quick detour to go check it out. On my way into the playground, one of the birds greeted me with a loud “HELLO!” from high atop the fence. I wasn’t expecting that (Duh! Parrots…talking…who knew?) and I admit it scared the heck out of me, but once I got over myself, I noticed how much attention these birds were attracting.
There were two handlers there with the parrots, and they were having a great time interacting with the public and letting parents take pictures of their kids with the birds on their shoulders. All they had with them to identify themselves were shirts with the name and logo of their pet store printed on them. There were no brochures; there was no flashy mini-van with EXOTIC PETS written on it parked in the lot, there was nothing like that. They didn’t make a big “look at us we’re so awesome!” event out of it. Not that there’s anything wrong with vehicle wraps and brochures—they all have a place in your marketing mix, but sometimes, less is more. Instead of being flashy that day, they were just two people from a pet store showing off their exotic birds and hangin’ out.
I’ve always thought parrots were pretty cool, but after seeing them up close like that and interacting with them, I wondered if maybe I could be that kind of guy—one who owns a parrot and teaches it to sing the Rocky theme song to me while I get ready for work in the morning. And then I thought, “what a great marketing idea!” I’m always going to remember that experience, and more importantly, I’ll always remember what pet store provided it. If I ever get my wife to approve such a purchase, what pet store do you think I’m going to go to?
A part of that decision was the fact that the “high pressure sale” was nowhere to be seen. I’ve been thinking a lot lately about how hard it is to get a consumer’s attention in a way that’s meaningful and memorable. People these days are bombarded with so many messages coming from every direction imaginable. There’s a lot of competition for their attention and everyone seems to be getting louder and bigger to get their message noticed over all the others. Is there another way to get grab some eyeballs without looking like Arnold Horshack trying to get Mr. Kotter’s attention? (Hi five if you get that reference without clicking the link.)
Maybe the answer is not to ramp up the intensity and jump up and down shouting, “Oooh! Oooh! Oooh!” Maybe something quieter and more creative in this age of flash and hype is an option for getting noticed? Often, that kind of stuff is also the most memorable.
The parrot people didn’t have anything terribly complicated and flashy going on at the playground, but look what they got out of it? I’m on the Internet talking about that experience, and I might actually go and buy a parrot from them (if my wife will let me)!
Creativity is key here. One great way to get some creative juices flowing is to find out what your competitors are doing, and do the opposite! What got me to go over to that playground? I saw parrots in an unexpected place and I was intrigued. Normally, you’d expect to see exotic pet retailers at a mall or at an exotic pet show, not at the playground! Going out of your element and doing something totally unexpected is a great way to get noticed—and by a whole new group of people, too!
Another remarkable thing about the parrots was the emotional engagement they inspired. Parents were lined up with their kids to get a picture with the parrots, and everyone was laughing and enjoying themselves. Those families will always remember that day, and those wily parrot people got to be a part of that—they made it happen! It’s so hard to reach people on an emotional level and create a magical experience, but it’s one of the biggest things you can do to really reach your customers. So many of our decisions are not based on rational, logical thoughts—they’re based on emotions.
For example, who buys a pet because it’s a logical thing to do? Almost nobody. I mean, let’s be honest. Does anyone truly buy a dog because they want to go for walks at 5:00 am and pick up little doggie “presents” along the way? Nope, but they do it because they’re emotionally engaged with their pet.
If you can find a way to get into people’s hearts, you win. That personal connection isn’t only what will get attention, but it’s what’s going to set you apart from your competitors too. Not only that, but it will lead to far more word-of-mouth marketing and networking. It doesn’t matter whether you’re selling pets or car insurance, you’ve still gotta be creative: do the unexpected, appeal to emotions and you’re in!
We should be ashamed of ourselves for writing such a silly title!
But there it is. It’s too late to change it now.
Anyway, last week we talked all about branded content and how lovely it can be when you offer something of value to your customers instead of a bunch of self-promotional hoopla. We went over how important it is to understand your customers so you can do things that make them happy. This week, we thought you’d like to know how you can interact with them to learn everything about them—what do they want, what do they find valuable, what color socks are they wearing?
Okay, maybe you don’t care about that last part (unless you actually happen to sell socks…) but you get the idea. You want to find a place where you can go to learn about these good people who are keeping you in business, but preferably not the Psychic Network.
We’ve written a little bit about how social media can help your business in previous posts, but the site we’re focusing on today, Yelp, is a little bit different from what we talked about with sites like Twitter, Facebook, and Linkedin. It sort of resembles Foursquare but it’s not exactly the same.
What makes Yelp especially well suited to learning about what your customers are thinking is that it’s a consumer review site. The main function of Yelp is to provide folks with a space specifically meant for voicing their opinions of local businesses. If you’re a business owner, this can be a really great tool to help learn about your customers and resolve customer service issues because it can provide you with that direct and honest feedback you need.
Yelp is comprised of local business listings where users can search for businesses to review, learn about, or recommend to others. It lists businesses like dentists, restaurants, beauty salons, bars, etc. The site gets over 50 million unique monthly visitors, so it’s kind of a powerhouse.
To get started on Yelp you first have to add your business to the site. Don’t forget to fill out the whole profile. An incomplete profile is frustrating for someone who’s trying to find out more about you. Plus, it makes it look like you don’t really care, and that’s not true. Remember to keep it fun and interesting because this too is branded content (remember our discussion from last week? Of course you do.)
Once you’re on there, you can wait for reviews to start rolling in. Be sure to subscribe to the RSS feed so you’ll always know when something new pops up.
Feel free to invite your customers to write a review on the site to help kick things off. You may even offer them a discount for doing so, but be careful not to solicit a specific type of review. So, if you’re all “Hey Buddy! I’ll give you 50% off your next purchase if you go to Yelp and tell everyone we totally rock!” you’re going to anger the Yelp gods and you don’t want to do that because they will smote you and stuff. Besides, it would defeat the purpose if you bribed people to write positive reviews because you want to know the honest truth about how people are experiencing your brand, which leads us to our next thing: How to deal with feedback of all kinds—even from the cranky pants people.
Dealing with positive feedback is easy. You acknowledge the customer, thank them, ask them to remember you next time they need something, maybe you even toss a coupon their way, etc. But handling negative feedback is a different story. It’s actually a good thing to get some negative feedback because it might alert you to issues you didn’t even know you had! But when somebody says something bad about your business, it’s like a punch in the face. Tempting as it may be, you can’t get defensive about things. Instead, publicly address the customer’s issue and work with them to resolve the problem. There’s a good probability that that negative feedback will turn positive if the customer walks away feeling satisfied. Additionally, other people reading that interaction will see your great customer service in action! Sending the customer a private message and apologizing probably isn’t a bad idea either. It makes it personal and that can be kind of nice.
Another great way to use Yelp is to help you drive traffic to your place by offering special offers and discounts. There are also nifty little tools you can use to view business trends and track your ROI with stats and charts on your Yelp page!
As a business owner, you know that there’s nothing more important than getting customers through your door except keeping them once they’ve come. Yelp can help you do both. In fact, it provides you with the tools and information you need to create the holy grail of customers—brand evangelists!
What the heck is a brand evangelist?
The name sounds like it describes some sort of crazy-eyed, obsessed person, doesn’t it? It does, but honestly, this person is your company’s best friend.
In fact, nutty as it may seem, perhaps you’ve even found yourself in the role of brand evangelist at some point or another in your life. For example, have you ever had a really, really, EPIC slice of pizza? One that was so good that every slice of pizza you have for the rest of your life will be a disappointment? And not only did the food at this place please your taste buds, but the service was amazing, the waiter was hilarious, and the prices were great and you just had The! Best! Time! Ever!
Since that incredible experience, have you told everyone about it?
Then you, dear friend, have had an evangelizing moment where the company has touched your soul and provided for you a temple at which to worship. So what if it was a pizza place and not something more sophisticated? We’ve all been a brand evangelist at some point. If you haven’t ever experienced this, you must have a knack for finding all the crummiest places. Either that, or you’re a big cranky pants.
At any rate, you want your customers to experience this evangelizing moment so that they can become brand evangelists. Sure, not ALL of your customers are going to become so enthusiastic about your business that they become evangelists (because they’re cranky), but some people are thrilled to pieces when they find something great and they can’t wait to share the news with the world. These are the people you’ll want to treat like family. You want to make sure they stay loyal and enthusiastic and LOUD!
There are lots of ways you can do this.
Perhaps the biggest, yet most overlooked group of potential brand enthusiasts you have are your employees. Yup! Those people sitting around you every day, even the weird guy who looks like Melvin, that stapler-obsessed man from the movie Office Space, can be your biggest brand enthusiast. After all, they experience your brand every day. They are in fact part of your brand. And they go out into the world and talk about their jobs, what they do at work, the services they provide, etc. You want your employees, as representatives of your brand, to love and believe in what you do so they can spread the good word! If your employee’s don’t care about your brand, nobody else will either, so start internally and then work outward.
Once you’ve got your employees singing your praises, you’re ready to tackle the outside world. One of the best ways to turn ordinary customers into brand evangelists is to listen to them. What do they need that your business can provide? What value can you offer them? Just ask them and they’ll tell you. In fact, people feel honored when asked for their opinion and are often quite willing to share their thoughts. It makes them feel special and that goes a long way toward creating some amazingly loyal and enthusiastic customers.
It’s also important to know what people are saying about your business. Using social media is a great way to sort of listen in on the buzz and find out what people are digging about you…and what they’re not.
Be prepared to hear the good and the bad news about your brand, and use that to turn frowns upside down (if there are any, which there won’t be because you rock)! One of the fastest ways to create brand evangelists is to resolve customer service issues quickly, and to the customer’s satisfaction. If a customer goes online to share an experience, you have an opportunity to interact with them and change their opinion of your brand.
When interacting with customers, be sure to use a voice that they can relate to. If you’re stuffy and weird, they won’t feel comfortable dealing with you. Make sure your brand speaks in a voice similar to the customer’s own, and they will listen.
Interaction is crucial in creating brand evangelists. The more interaction a brand has with its customers, the better. Take the time to engage them either on social media sites or even simply by taking the time to talk with them when they visit your office/pizza emporium/donut shop /turtle hatchery, etc.
Be available! Give your customers ample ways to connect with you. This can be via email, phone, facebook, twitter, etc. Availability lets them know you ARE interested in them and that you DO care about their opinions.
But, what about your existing evangelists?
Well, make it easy for them to love you! People are far more likely to listen to other customers about how great you are than they are to you. They know you have a biased opinion—of course you’re going to say only good things about your brand, but other customers will tell the truth (one hopes). So, make those customers super happy! Offer them special deals to help fortify your relationship with them, know them by name, remember their preferences—whatever you can think of that will make them feel special and valued. Maybe you could even give them a stack of coupons or business cards to hand out to their friends!
Whatever methods you use to turn ordinary customers into brand evangelists, think about how you yourself like to be treated as a customer and use that to help guide your efforts. You’re already an expert, you just have to put what you know into practice and you’ll have everyone singing your praises in no time (maybe even the cranky people)!