If you haven’t ventured over to REI’s social accounts lately, you should. Something amazing is happening. For years, we’ve been told that silos between customer service and marketing are just facts of life–something to expect. Yet, REI’s customer service replies look like, feel like, and even using the same language as their other posts. It’s…
Nearly all potential customers with electricity consult online ratings and reviews before making a purchase. Bad reviews kill good marketing. The 2 Types of Reviews Consumers often use mobile search at the beginning of their purchase funnel, and Google serves up reviews right at the top of the results for local searches of this type.…
Marketers have been using personalization as a powerful tool in their strategy to improve marketing for many years, and, as marketing technology moves forward, personalized marketing is getting more advanced. Studies show that personalized email campaigns achieve 41% higher click-through rates and 29% higher open rates than non-personalized emails. Furthermore, your customers now expect personalized experiences.…
The Internet celebrated last week when Wendy’s gave an uncouth Web denizen his comeuppance via a sharp and timely tweet: High Five? The evisceration of Thuggy-D caused digital and traditional media alike to celebrate Wendy’s victory in this “Twitter beef” including an entire segment on Anderson Cooper that played like a Jimmy Fallon bit, if Fallon…
It doesn’t matter how good you are—some customers will be unhappy. If you’re lucky, they’ll complain. That may sound odd, but remember that 95 percent of dissatisfied customers never complain in a way you can find it. So the five percent that do complain are doing you a favor, for two reasons: They tell you where…
Remember that one time you were tempted to post all 20 images from your friend’s bachelorette party, all at one time, within the 30-minute window it took to filter each and create ~the best~ captions? Yeah. Don’t do that. (Kim Kardashian, I’m looking at you.) When should you use Instagram’s slideshow? When the answer to…
You’ve got a great idea for a business, you’ve got everything in place including your logo and now you need to find your customers. You could offer the best products or services in the world, but that alone won’t help if your potential customers can’t find you – so you need a great marketing strategy to match. Here’s our list…
With how accessible the internet is today, would you believe me if I told you the number of people who go online every day is still increasing? It is. In fact, “constant” internet usage among adults increased by 5% in just the last three years, according to Pew Research. And although we say it a lot, the way…
The use and utility of online chat and chatbots, powered by improving levels of AI, are increasing rapidly. During these transitional times, it’s interesting to know whether we’re interacting with a real human being or an AI chatbot. We’ve developed five techniques for determining if you’re dealing with a real person or an AI/chatbot. Spoiler…
The most successful brands on social do several things right, or rather differently. Everyone who succeeds traces their unique path. But they all have one thing in common—they are memorable. The reasons vary. Some have an arresting sense of humor, others provide exemplary customer service, while some post impressive content. ‘Memorable’ means different things to…