If you’ve ever lived through the process of buying a house, selling a house or building a house, you know that those processes can be – and typically are – hugely stressful. We recently finished the home selling process (for the 3rd time), packed all our furnishings and belongings into PODS (I highly recommend), moved…
Tag Archive: Customers
When in Doubt, Think “In Real Life”
“In real life” is the common phrase used to distinguish offline relationships from online ones. As the number of business transactions, customer service conversations and brand building efforts occurring online grows, understanding how to communicate and build relationships virtually becomes that much more important. The good news is: there is no trick to be learned….
The Psychology of the Twitter Follow
Whether they are aware of it or not, every person on Twitter has a method to their following madness. I was recently asked by a client how I determine what accounts to follow, and as I shared the list of things I consider when deciding to follow back, I thought more about the psychology involved when…
Why It’s Dangerous to put all your Eggs in Facebook’s Basket
In looking back at the changes made to Facebook fan pages in the past year, you’ll quickly see how the challenges facing business owners using Facebook as a main driver of their social presence – and in some cases, of their entire business – have piled high. Facebook changed its algorithm on September 20, 2012,…
Why a well-designed website does not mean your website is well-designed
I’m a stickler when it comes to things like website navigation and customer usability. I don’t know if it’s just my nature or the years I spent working in consumer behavior research, but my opinion of a brand, its products or services, its customer service and the overall brand experience is largely affected by how…
Why Not Following Back on Twitter Can Hurt Your Business
Many would argue that Twitter is – hands down – the best social media platform to use to build a community around your brand. With Twitter’s real-time nature and fast-paced, conversational style, you are able to talk to, laugh with and answer the questions of multiple people nearly simultaneously. Twitter is the social platform that…
Are Facebook’s ‘Promoted Posts’ the Last Straw?
The widespread rollout of Facebook’s Promoted Posts, where fan page owners can pay Facebook to place an ad in their fans’ news feeds for up to 3 days, may very well be Facebook’s “Jump the Shark” moment. Why? Because the long list of challenges fan page admins already have to endure, coupled with the costs involved…
Consistent Online Branding, 99% of the Time
One major contributor to building a strong brand is consistency. In the social realm, this means consistent profile biographies, consistent tone of voice across all profile updates and interactions, consistent colors used throughout your website and social profile pages, and consistent imagery, too. Or maybe not? Maybe there’s 1 potential exception to the “consistency” rule….
Is unhappy customer feedback necessarily bad?
In my mind, “good customer service” is… Something we, as consumers, hope to receive. Something we, as business owners and employees, try to deliver. Something that can make or break a business relationship. I had what might possibly be the most absurd customer service experience in my life a couple weeks ago when I left…
