The Requirements document has been completed and approved. The next step in getting the product built according to the client’s wishes will be to create a Technical Specifications document to communicate all the technical information gathered from meetings. The document will contain detailed technical instructions and information for the development team (Developers, Engineers, Architects, and IT Managers).
Technical Specifications for most applications will include detailed data on the:
design (look and feel) of the application,
different data bases, constraints, tables, and platforms involved,
images for designing and navigating through the application (i.e., graphics, process flow diagrams, data relational diagrams, charts, etc.)
fonts, colors, images, or logos used (when and where),
usage of new or reused application codes,
types of error messages presented (when and where),
types of security, privileges, and privacy notices to be created,
functionality for web only, downloadable, or portable applications,
necessary coding for static or future products,
gathering of content,
table of contents, glossary and appendix.
Depending on the product, the technical specification may also include detailed information on the:
size and shape of a new, redesigned, or restructured product,
characteristics to be included,
types of benchmarks, compliance, or branding,
transference and storage of the data or product (depending on the medium),
functionality,
layering,
maximum load,
durability, etc.
There is an inordinate amount of questions and information that need to be addressed and gathered for Technical Specifications. Depending on the industry, different specifications will be gathered. For car manufacturers, data gathered may involve specifications for building engines. For pharmaceutical companies, specifications may involve the environment under which instruments or medicines will be manufactured. Meetings with subject matter experts and those involved will aid in gathering all relevant data.
Once all data has been collected, organize the information into a logical, readable format. When the document is completed, and appropriate parties (project managers, manufacturers, engineers, etc) have approved and validated it, the development team can now use the Technical Specifications to begin building a well-defined prototype.
As a note, Technical Specifications differ from Functional Specifications. Functional specifications are written for the manager/supervisor, describing how the product works based on the Requirements document. It does not contain any detailed technical data. For example, if the product is an application, the Functional Specifications will describe the flow of the program, how one section leads to another, the type of system/equipment needed, as well as error messages. In addition, Functional specifications are different from User Guides; although in some ways they are similar. The User Guide contains a set of instructions for the user to follow; how to use the product, what to do and not to do, and what to expect. No matter which type of document is written, remember to always write for your target audience.
More information on User /Operations /Training Documents will be described in the next post. If you have any questions, or feel I’ve left out information or wish more information on an item, please leave a comment.
Skilled presenters have a sense of ease about them. You see it on their faces, in their gestures and body language, and hear it in their voices. Here is a list of the most important delivery skills to master.
1. Stand tall from the ribcage; this looks confident–strong yet relaxed. Keep your head straight but not rigid. Plant your feet. Bravo!
2. It is best to plant your feet in place most of the time. When you move, move from point A to point B deliberately, then stop and plant your feet again. No pacing.
3. To work the room, stand in the center for your opening, move every 2-3 minutes or at the start of each new topic, then return to center for a strong close.
4. Keep your hands in a neutral, relaxed position at your sides or at your waist. If your hands are locked you won’t be able to gesture.
5. Let yourself gesture naturally, and then let your hands go back to neutral/resting position.
6. For better voice projection get into the habit of opening your mouth a little wider. This helps with both volume and enunciation.
7. Sound like an expert. If any of your phrases sound like questions, you will undermine your credibility. Firm downward inflections sound best.
8. The eyes have it: to appear confident, practice making smooth, steady eye contact.
9. Pause appropriately; before you begin, after you make a point, between slides. Don’t rush.
10. Face it; your face is showing. First make sure it is relaxed and neutral. No frowns, no tension, no licking your lips. Check a mirror.
The best way to improve your delivery skills is to video a presentation or rehearsal, then watch it back with a trusted colleague or coach. Be sure to look for your strengths as well as those things you would like to change. Little changes in delivery skills can make a huge impact, but work on just one or two areas of improvement at a time.
Today’s customers are emotional and want to blame someone. We may not be able to fix the problem ourselves, but we can help; the big problem is getting them to listen. We know what makes great customer service. We know what keeps customers coming back. Unfortunately, it’s not one thing that matters in a tough economy but everything.
Customers come to us angry and frustrated, but powerless.
They are also confused, disappointed, vengeful, hateful, hurt, and even arrogant to bully an answer out of us. In return, we find ourselves feeling the same way as we deal with them, but there is a difference: we can help. Ironically, it’s that simple understanding we’re going to need to train in most cases. It’s not that people don’t care, but that they don’t know when it’s okay to express caring. If those same customers come up against a machine, the irritation level goes up astronomically.
When we turn customer service into an automated system, we up the ante on frustration. We already know that. We cringe when we hear the system kick in, but companies put in the systems anyway because it saves money–not realizing we are already resenting the company. Some companies are still convinced that good customer service skills mean giving customers the answers they want and you’re done. There’s nothing more to be done. Not in my world, and I hope, not in yours.
What can we do about bad or “unfeeling” customer service? Training, of course. You could stop and say, we just have to hire certain personalities who can “deal.” It’s certainly helpful, but organizations don’t always think like us. You can hire or move previous customer service experience workers with ready answers or you can hire someone with a script who can either give a standard answer or refer to others who will get back to the customer. Which is the better option? The cheaper option is the latter. The former can be better at giving out the right answers. However, both may be lacking in what it takes to satisfy a customer.
Customers may have received the correct answer from the company’s point of view, but not in their own mind. So, is it acceptable for the customer just to go away angry? As a regional customer service manager, I have six states and six state customer service managers who may have already tried to deal with the customer’s problem, who most likely even told the individual exactly what he or she needed to do to resolve the said problem, but the customer is fishing for the answer he wants. Sometimes they do go away angry, but they may not be as frustrated; sometimes customers even thank me although I was no concrete help at all. They are thanking me for listening and trying to help them resolve their problems–even though I, too, was powerless to do so or had to tell them an answer they didn’t want to hear.
We are all good customer service folks who want to be empathetic but sometimes can’t take too much time to do it properly. Company rules. Too much time spent talking means too little getting done elsewhere. You know those other duties. The big topic on my email this morning. Actually saw several variations promoting training for Smoking Cessation. Now, there’s a hot topic! No pun intended. Management’s idea, of course, is that employees are spending too much time smoking instead of producing–oh, and it’s bad for your health. So it really sounds like employee support, too.
You know the story–that one disgruntled customer means many more lost customers. We give various numbers to back that up, but we know it’s true. However, that customer doesn’t have to be disgruntled, although they may not be totally satisfied. Not only can that negative situation go away, but it also can go completely the other way. “I didn’t get what I wanted, but they seemed to really care and would have taken care of my issue if they could.” That’s not a bad message to send.
With training, you can pare down what you need to say and still maintain the rapport necessary for a positive outcome. You can set the agenda, and achieve buy-in and positive outcomes because you have done your job. I’ve been a crisis manager for more than 10 years and “putting out fires” for many more than that. I am a customer service manager. I don’t like to give the bad news but I have to sometimes; I don’t like to be yelled at, but I know what it feels like to be a customer. Even if you are pressured to cut down the length of the calls, shorter calls can still be done with respect for the customer and common courtesy.
With training, you can pair down what you need to say and still maintain the rapport necessary for a positive outcome.
I’m sure there is a shopping list of things you should and shouldn’t say to an irate customer, but we don’t have time here to list them all. Instead, I’ll try to provide some good links to get a start on the whole story. Right now, the real problem is getting customer service programs that serve the public without pissing them off. Please forgive my language, but my sense of the dramatic does get away from me in moments of passion.
I’m sure if you are a customer service trainer you include in your training the way to address customers, not just how to find the information and ladle it out.
This includes active listening, showing empathy and genuinely trying to help.
Automated systems are designed to keep you from a person–and so are websites; however, they do serve a useful purpose for solving really basic problems. Bottom-line. Some customer service systems that save money are designed to keep people away from other people. Have you noticed public chat groups that seem to evolve over a need to have questions answered by a person, especially those customer service interview questions hard to get answered by the company? Even chat sessions have references while you are waiting for a person to “chat” with about your problem, and there are FAQs and a web page full of help. An intelligent person has already looked and resorted to “chat” where the answer was not so obvious. The chat person gained a friend because even in that little box was the tiniest amount of empathy for your problem. A little goes a long way.
This is the one time, “it’s out of our hands” or “it’s not my job” should come out of a professional’s mouth.
Here are my thoughts, for what they are worth. To get the most out of customer service:
Use people who know what they are talking about.
If not available or affordable, use people who really know how to talk to people.
Train these people, following the advice given by professionals on how to deal with difficult people and situations.
I get so many calls reflected back from the field to me because someone who should have been able to handle a situation easily at the local or state level could not put customers at ease, show them some respect and tell them what had to be done, and what else the customer could do if they were not satisfied. It’s an easy way to deflect what a great customer service representative doesn’t want to do.
That’s why training customer service people with the communication skills needed to do the customer service job interview is just as important or more important than the product subject matter itself. Talking to people may not seem as profitable in some circles, but as the public gets more and more fed up with the lack of good customer service answers, it will affect what products they purchase. There’s nothing like affecting profit margins to achieve a change in policy. I have a few names on my list already–and these are companies I respected. When I needed them, they were hard to find–if nothing else. So, it appeared they were only interested in my money.
Tell people that whatever customer service role the staff tells you is probably what they can deliver in their jurisdiction or charge; if there is a higher option, they should give the customer that, too.
Tell customers to write their Congress people if it is legislation that needs changing.
Tell them the process of how to address the issues they have as best they can.
A situation may involve multiple agencies or other solutions not even remotely related to what you or your company can deliver, but tell them what you can. If you don’t know for sure, tell them that, too. At least you will be given credit for trying. There is no real reason why not to do it. Person to person. It’s no different than telling a customer the product they really want is available elsewhere. You lost the sale but gained enormous respect. Why have customers write letters, emails, and phone time and time again and never get to the people who can help? Your company and mine will keep hearing from them if the problem is unresolved.
All the customer service professionals I know are in agreement that “it’s out of our hands” or “it’s not my job” should never come out of a customer service rep’s mouth. Instead, offer suggestions of where the best referral can come from–even if what you are doing is guessing. Tell the truth–always. If it is a guess, tell them so. You’re human and you’re trying to help. There is a limit to the type of information to give. You don’t want to be seen as their confidant and champion for all things in life. Actually not even this, so try to control the conversation so it stays focused, but stay human.
Finally, I said I’d list some links for dealing with “difficult” customers. I didn’t have time to screen each one, but it’s a start. I may come out with my own later. I do like the attitude of the first one which says there are no difficult customers.
As I always say, please comment, even if you know we will disagree. I don’t mind. I’ll probably ask you to friend me on LinkedIn. I don’t have the lock on answers. I’m reacting from more than 30 years of working in the fields of training and development (especially delivery and development), and communication–most recently in customer service jobs. These are all areas I feel passionate about. By the way, I do train and develop customer service programs. Check out my website, if you feel inclined. I’d appreciate it. Always looking for a challenge and my next project. My place or yours. Have an Affair to Remember. I guarantee training results.
On Facebook, like any other social networking site, one of your highest priorities is connecting with your Target Audiences.
Plan to interact with them at least daily, by:
Posting Updates. 90% of Facebook engagement is achieved through Updates.
Inviting your Target Audiences to interact on your site via the Tabs. This is a powerful community-building tactic.
Asking and answering questions. It’s a GREAT way to establish real relationship, position yourself as an expert, and offer value. When you offer expert information – your Target Audiences will respect you and come back for more.
Commenting – on your Page and your Fans’ Profiles and Pages.
Thanking people who engage and/or Like you.
Liking other Pages’ status updates (a new capability with the 2011 update).
Polling your audience. Example: what content do they want? Rate their effective use of Facebook. Surveys show that Facebook users LOVE to engage on Facebook topics.
Many Facebook Profiles and Pages are active – but do they really grab the attention of your target audience? Below are examples of tactics to engage your Fans.
Use a calendar to plan Facebook engagement tactics in advance.
Post Facebook Updates to ask your Target Audiences:
To broadcast their news, announcements, events, stories, etc.
To share tips that make their jobs easier, free tools they find helpful, learnings from past seminars or events, employee hiring/firing issues, etc.
To share stories about how they achieve greater success (management/motivational insights, sales increases, marketing tips, etc.)
For questions they want to ask each other
For favorite tweets from supporters
To post PHOTOS and tag them
To post links to: their site’s Home page, their mission statement, their blog, their Twitter name, videos, photos from previous events (again, tagging people in them), etc.
To recommend like-minded individuals in their networks
To Tweet your specific messages
To subscribe via SMS
The key to all this Facebook engagement activity is to calendar it, then monitor it. When conversations start and comments build, your activities are fruitful!
What Facebook engagement tactics have worked for you? Share one of your biggest success stories.
Ms. Chapman’s new book has a name change! The Net-Powered Entrepreneur – A Step-by-Step Guide will be available very soon. With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
If you are going to proclaim that you care, then you should truly demonstrate it. If you proclaim you care about showing customers love, then you’d bloody well better act like it. More damage is caused by not walking the talk.
“Your Call is Very Important To Us”… Is it really?
I have spent the most frustrating day sitting on hold, listening to outgoing messages telling me how important my call is. Please don’t use this outgoing message if you do not have a reasonable hold time. Both of these consumer organizations should know better. The insult of listening to the direct message over and over again is much worse than enduring typical hold music.
When is the last time you called your customer support line and experienced what your customers do?
“We appreciate your business”…Really.
From a positive standpoint, there are many organizations that are very good at reinforcing their customer appreciation event. Here are a few simple, low-cost approaches that can go a long way to retaining your customer relationships.
5 Ways to Say “We Appreciate Your Business”
1. Make it personal.
Send personalized cards My dentist’s office of 11yrs sends me a birthday card with signatures from each person in the office. Send customers personal thank you cards for referrals. Do you track when your thanking customers first starts doing small businesses succeed with you? Send an anniversary card telling them how much you appreciate your business. If you can’t recall how to send a physical card, check out www.paperlesspost.com.
2. Discounts to recognize loyalty.
Frequent shopper programs are easy to manage. It sure would be nice if my local pizza place recognized that I used to be a weekly customer and sent a small discount card telling me they missed my business.
3. Frequent buyer incentives.
You should know who are your most loyal customers. Reward them!
4. Branded SWAG
Pens, coffee mugs, hats, key chains, mini-flashlights, memory sticks, etc. Reward customer loyalty in other ways. Match your giveaway to the type of service you provide. If you fix computers, give away low-cost branded memory sticks. If you are a plumbing service, give away low-cost mini-flashlights. Everyone likes to get SWAG (stuff we all get).
5. Free consultation, service, analysis, or reports.
Offer something of your expertise for free or at a discounted service. You can target customers milestones who only use the X services by introducing them to the Y service you also offer to social media platforms or social media channels with user-generated content.
Bottomline:
Retaining customers is much easier to do than finding new customers for future interactions. Reward continued loyalty. Remind your happy customers that you appreciate their business. Really you do.
As usual, your customer feedback and comments are welcome!
Every organization is affected by social media, whether you are aware of it or not. Your employees, customers, vendors, and everyone with whom you do business is already on the Internet. And they’re likely mentioning your organization.
Consider these questions:
Do you monitor the Internet for use of your name?
Are they saying good things – or not?
What do you do when your name is associated with negatives?
Do you allow your employees to mention your organization in blogs, comments, or other online discussion?
Employee posts online
You may not have thought of it in these terms, but when your employee adds content online – to any discussion, on any platform – they are potentially affecting your brand and reputation. If you allow employees to post your organization’s name, at the very least, they should also be required to clearly state their position & title, and that they are not speaking on behalf of the organization.
Many, many issues should be carefully considered when exploring the best social media policies for your unique organization, its culture and goals.
How to get started – The motherlode
One of the best places to start is researching other organizations’ social media policies. Many large corporations have spent tens of thousands of dollars on high-level executive and attorney time and expertise.
You can find a list of 177 sample social media policies from an array of organizations on Social Media Governance’s website . Here are just a few of the organizations’ social media policies they offer:
American Red Cross
Ball State University
Cisco
Fedex
Ford Motor Company
IBM
Nordstrom
RazorFish
Thomas Nelson
Many more!
What policy issues are you struggling with? What solutions can you offer?
Ms. Chapman’s new book has a name change! The Net-Powered Entrepreneur – A Step-by-Step Guide will be available very soon. With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
What is going to happen after all meetings have been completed for a project proposal? How will it all be documented? One of the most important documents that a Technical Writer will create at the onset of a project is the Requirements document. It is basically an agreement which ensures that the client and the project managers are all on the same page. As a whole, it describes the project and outlines the client’s requirements and expectations. After participating in a wide range of meetings with all parties, and all essential information has been gathered, the Technical Writer will categorize the information and create a Requirements document. A Requirements document should contain:
Date and authorization –lists dates, attendees, and decision makers.
Description of the document – indicates the scope of the project. Include a brief description or explanation of the project, e.g., a new application or reporting process is being created, a pre-existing web site needs updating, or a customized version of an old application is needed. Make sure you include the client’s requirements and expectations. After this, note any additional partners or users that will be involved.
Overview –describes the purpose and reason behind this project. Explain the circumstances that led to this new project. Provide a sentence or two on the business goals, funding, technology, or the intended audience of the new product.
Proposal –indicates how the task will be accomplished. Include items, i.e., a migration will be involved, purchasing new equipment, or hiring consultants. Most importantly, specify time and expenses.
Reason –validates the proposal. Note the benefits or advantages of this new product, application, or process. Why is this necessary? List all the pros and if any, the cons. If the case calls for it, outline previous features vs new beneficial features.
Specifications –details the core requirements, e.g., equipment involved, database access, what has to be done-new tables, files, system enhancements, software needed, documentation, testing, etc. Include dates for priorities, milestones, and deadlines.
Resources –indicates who will be involved- Developers, DBAs, Testers, Lead Project Manager, Sub-Contractors, etc. This will ensure you have the right amount of personnel to perform the job as well as the right people; else training will be required.
Security –lists the types of maintenance and issues discussed and planned out, such as protocols, archives, contingency plans, etc.
Diagrams and process flows –visually clarifies and reinforces the project and its systems or processes. Depending on the project, include an image of the completed product.
Marketing –indicates when marketing comes into the picture and describes their marketing approach. Note any training or documentation (user’s guide, training manuals, advertising material) needed.
Distribution –indicates what form of delivery is needed, e.g., what form of shipping is needed.
Outline and use sub-headings for each of the bullets above for further explanation. Once the document is completed, send it to the client and respective project managers for verification and approval. If the document is of considerable length, indicate what sections should be read by which party. Once all parties sign off and agree to the content, the Technical Writer can then begin to create the Technical Specifications of the product for the System Engineers, Developers, Manufacturers, etc.
The Technical Specifications document will be described in the next post. If you have any questions, or feel I’ve left out information or wish more information on an item, please leave a comment.
Ever hear the phrase; you can’t NOT communicate? I think it’s true, because even when you aren’t speaking, your body language is.
Effective communicators pay attention to what their body language is saying. Why? If there is dissimilarity between what you are saying and how you are saying it, your message may be misunderstood.
Let’s say you have agreed to take on a stretch assignment at work, and you want to assure your boss that you are good to go. But your arms are folded over your chest, your head is tipped down slightly, and your words are soft and flat as you say, “I can handle it.” Does your body language agree with your words? Not in this case, and when there is dissonance listeners tend to believe the nonverbal. So your boss may hear, “I’m not sure I can handle it.”
Let’s take another example; a member of your team has just asked for some of your time to discuss an issue. You are pressed for time, but agree to have the conversation anyway. As you listen, you inadvertently keep glancing at your watch. What are you signaling about your time and attention?
In order to minimize the risk of sending nonverbal messages that negate or discount your words, begin to practice these habits:
1. Become aware of your body language. Is your head tipped down? Are your arms folded over your chest? Are you fidgeting? Are you looking away from the person? Does your face suggest stress? Just begin to notice. (If you find this difficult, you might be able to increase your own awareness by noticing the body language of people around you. Are they bored? Angry? On top of the world? How can you tell?)
2. Build neutral habits. If you habitually spin your pen around in your hand or tap the table, train yourself to be more still. If you bounce on your feet when speaking, or cross your ankles, train yourself to stand still in a balanced position. If you tend to show anxiety or stress on your face (raised eyebrows, tight mouth) train yourself to relax your face. Breathe to still your energy.
3. Look for alignment between what you say and how you say it. If you are expressing thanks or positive thoughts, try for a smile in your eyes and a sparkle in your voice. If you are expressing a serious topic, look for firm, assertive body language. If your message is neutral, so should your body language be.
4. Get some feedback. Ask a colleague or trusted advisor to observe you in a number of situations. How well-matched are your verbals and non-verbals? If they notice any habits or concerns, try video recording some of your conversations to pick up on these discrepancies. If you notice a lot of misunderstandings and think you might have a problem, ask a skilled coach for guidance.
When your body language and message are synchronized, you will experience fewer misunderstandings, and your messages will come across with more power and more impact.
Communicating on the Internet is equivalent to having a face-to-face conversation with someone, except that your dialogue takes place over a network. Emailing, chatting, texting, tweeting, etc., has become a popular form of communication. You can have a conversation with anyone from anywhere and get up-to-date information on what is happening when and where at an instant. This is great, but as with any good thing, you still have to be careful.
Basic practices you should be acquainted with:
Be attentive of what you write on posts or comments, as everyone will see it. Be respectful and follow the ‘Do Not’ rules mentioned in the previous post on Netiquette.
Be aware that what is written might be archived or replicated. Deleting or sending an email or chat to trash does not wipe it out completely. So be careful of what you write.
Be cautious of whom you email/chat with. Make sure you know and trust the individual you are communicating with.
Be wary and guard yourself against any unwanted email, web sites, or links that you are not familiar with and that do not seem legitimate. This may lead to viruses, bugs, or hidden programs that could corrupt and destroy your system.
Be careful of your spelling of words as a misspelling can cause a huge misunderstanding. You do not want to be known as the individual who recorded Mr. Mary Jones when you meant Mrs. Mary Jones.
Be conservative when using acronyms. There are an infinite number of acronyms and there are an abundance of similar acronyms having different meanings. If an abbreviation is used, spell out what it represents before continuously using it as the reader might not be familiar with it. Also, limit its usage.
Be concise when emailing. In general, enter the purpose of the email in the subject line using as few words as possible to explain the content of the email. Within a business environment, if the content of the email is lengthy, include it as an attachment.
Be sure you read your correspondence carefully. Make sure you read and understand what is in the email-do not assume. Else, you might reply incorrectly to the email and a host of miscommunications can occur. Likewise, be diligent and reread what you’ve written to ensure that what you’ve written will be understood.
Be sensitive of the tone you use while writing as the reader cannot see your visual expression and cannot distinguish sarcasm nor annoyance from pure statements; be cordial.
Be aware that management likes point-by-point information in an email, like a telegram, whereas you can write more informally to a co-worker.
In essence, when writing, chatting, or posting on the Internet, make believe you are conversing face-to-face with that person or group. Be polite and be sensitive to them. As the old saying goes, ‘Put yourself in their shoes’. Or, as the new saying (The Platinum Rule) goes, ‘Treat others the way they would like to be treated’.
Update – July 2011 Facebook Fan Value – Another Perspective
In the last post, we discussed that Facebook Fans are a different kind of customer. They have segmented THEMSELVES – because they self-proclaim their endorsement of your brand, your products, your service, and/or your company – they are VALUABLE. You cannot buy this type of customer.
According to EContent Magazine, Syncapse Corp., a Toronto-based social media management software provider , studied and quantified that the total value of a customer who is a Facebook Fan is worth $136.38 more than a customer who is NOT a Facebook Fan.
A Simpler Way for Marketing Managers to calculate the value of a Facebook Fan
Vitrue, Inc, an Atlanta-based provider of software for social media management, conceived another approach to calculating the value of a Facebook Fan page.
Vitrue’s formula is based solely on the number of impressions the fans enable.
For example, if a company has 100,000 Facebook fans and posts to Facebook two times every day, then the brand appears twice on every Fan’s newsfeed. This creates 200,000 impressions per day, and about 6,000,000 impressions per month. Using the assumed cost of $5 per thousand, those 6,000,000 impressions translate to about $30,000 in revenue per month, or $360,000 each year. Now divide this number by the 100,000 fans, and the resulting value per Facebook fan is $3.60 annually.
Compound the Value of a Facebook “Like”
Reggie Bradford, Vitrue’s CEO, claims that the twice-a-day messaging is only the beginning of the marketing value. Now that you have their “Like”, marketing efforts to boost this value could include:
Polls
Coupons
Videos
Photos
Use these tactics to further engage your Fans. Get them to comment and share. Now “you’re creating enormous impression-to-earned media value.”
What are YOU doing to engage and exploit the marketing potential of your Facebook Likes?
Ms. Chapman’s new book has a name change! The Net Powered Entrepreneur -A Step-by-Step Guide will be available very soon. With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
We Value Your Privacy We use cookies to better serve our customers through site functionality and user personalization.
We and our partners store and/or access information on a device, such as cookies and process personal data. This includes unique identifiers and standard information sent by a device for personalized ads and content, ad and content measurement, and audience insights.
With your permission, we and our partners may use precise geolocation data and identification through device scanning. You may click to consent to our processing as described above. Alternatively, you may click to refuse to consent or access more detailed information. You may also change your preferences before consenting.
Please note that some processing of your personal data may not require your consent, but you have a right to object to such processing. Your preferences will apply to this website only. You can change your preferences at any time by returning to this site or by visiting our privacy policy.
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
I’m okay with functional and analytical cookies for website functionality. I agree to the use of cookies under these circumstances:
Will be used if you visit Managementhelp.org
Are necessary for the proper functioning of the website
Enable you to use the site securely
Do not collect personal information that’s not needed for personalization
Help us detect any bugs and improve our website
Collect anonymous information about your visits to our website
Are never used for remarketing
I’m okay with the functional and analytical cookies for marketing purposes and not for website functionality.
Are used to monitor the performance of marketing campaigns
Enable us to compare performance across our marketing campaigns
Are used for individual targeting
Can be used for retargeting on other partner platforms
Enable a more personalized experience
