Category: Sales & Marketing

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Reward and Recognition in Call Centers

A young lady working in a call center smiling

Call centers are now a mainstream tool for providing customer service to a very large audience. As a co-host of the Customer Service blog, I’m going to share some useful ideas about how to maximize the performance of your call centers.

So what can I tell you about it? I hope to be able to share some best practices that I’ve come across over the years, as well as some tools and tips to help you get the most out of your own programs. I’m hoping to help you design new, fun, innovative and effective recognition programs for your call centers, and to get you to share some of your great ideas as well. With all the different generations we now how in our centers, it’s more important than ever to understand what’s going to work to motivate our agents to succeed.

When my two daughters were very young, we used to frequent a restaurant that offered kids a prize at the end of their meal. It was an actual ‘treasure chest’ full of small, inexpensive, fun items to choose from. They would ooh and aah over the chest, sometimes taking more time to select their prizes than the waitress had patience for. The best thing about this treasure chest was that they could choose what they wanted – whether it was a yo-yo, a princess tiara, baseball cards or a slinky. They both had very different tastes and always chose something unique. When I look at some companies plans, the one thing they seem to forget is that people want to be able to choose their own rewards. Not everyone is motivated in the same way and we need to keep that in mind when we are looking at the rewards, and even the way in which we recognize people. Tickets to a baseball game might be the perfect choice for one agent, but a terrible one for someone else. Balloons and streamers and certificates might make someone’s day, but it might embarrass someone else who likes to keep a low profile.

Rule #1:

Make sure your program can meet the needs of all the recipients.

Tool #1:

Here is a link to a form you can use (or modify) to find out what you should put in your ‘treasure chest’ to make sure your agents ooh and aah too. The form can help you better understand how your agents want to be recognized and what’s important to them as individuals. We used a red metal toolbox purchased from a hardware store, and the team decorated it to look like a pirates treasure chest. This just added to the fun.

Feedback please

What have you done to personalize programs in your centers? What tools have you used to ensure your rewards and recognition were appropriate for the people receiving them?

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Kim Vey has over 20 years of experience as manager of front-line staff and management professionals to achieve strong results in performance, including in call-center customer service. She can be reached via email or LinkedIn.

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How to Attract Laser-Targeted Traffic – Part 2 of 2

Dart targeted a bullseye in a dart board

(Lots of background and tips are in the previous post!)

Use Google AdWords’ Keyword Tool to get the inside scoop on how many times your keywords are searched, globally and locally.

Go to: https://adwords.google.com/select/KeywordToolExternal and type in your narrowed keywords, one at a time.

How do Your Keywords Stand Up Against the Competition?

Google’s Keyword Tool results will also give you a simple indicator of competition (low, medium and high) as well as local search trends, among other interesting indicators. It will even sort results by traffic and other meaningful ways … it’s a fabulous tool!

Repeat your keyword search until you’re satisfied that you have identified at least six great long tail keywords. Repeat this for each website page, each blog post, each article, press release, etc.

If you want to take this research to the next level, try these two things:

  1. Find your competition and check out their keywords. Jump onto a competitors’ site, click on “View”, then from the dropdown, click on “Source”. Now scroll through the mumbo jumbo (HTML) until you find the keywords imbedded into their site code. These are likely the keywords for which they are optimizing. And they very likely optimize each page for different keywords (as they should!)
  2. Use Google’s free Traffic Estimator tool to find out how much traffic your chosen keywords probably get: https://adwords.google.com/select/TrafficEstimatorSandbox

Don’t be Fooled

Google has an auto-fill feature on the toolbar. When you begin to type your phrase, the drop-down suggestions reveal Google’s most searched terms. But remember, they are usually not long tail, specific enough to get you ranked for first page. Use Google AdWords’ Keyword Tool to test that!

Once you master this skill and art, it will become second-nature, and your traffic will SOAR!

What keyword research tips work best for you?

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman:

Ms. Chapman’s new book, How to Make Money Online With Social Media: A Step-by-Step Guide for Entrepreneurs will be available in bookstores and online November 24, 2010. 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

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How to Attract Laser-Targeted Traffic – Part 1 of 2

A targeted dart on a camera lens on a blue background

Find the Best Keywords

The internet works brilliantly because keywords drive everything. They’re the basis for every search engine that helps researchers and buyers find exactly what they’re looking for. These tips are for you if you’re an internet business owner, marketer, blogger, or ANYONE who wants to attract and engage a specific audience.

If you don’t start by strategizing, researching and then using the right keywords in the right places, you may end up with a beautiful and well-written site, but no traffic and/or no sales.

Most-Searched Keywords

Remember, you’re looking for those special words that capture individuals’ attention – information and products that:

  • Solve peoples’ pains and problems, and
  • Promise to meet their needs and desires.

Keyword research is critical to your success. The exercises described here will also orient you to important marketing insights and competitive advantages. Work smart by paying close attention to this. And have fun with it!

In order to find excellent keywords, pretend that you are your ideal customer, and that you are sitting at Google’s search bar. What words will you use in your search?

More Specific Keywords – “The Long Tail”

Go ahead and actually use the Google search bar for this first step. It’s important to narrow down your search to very specific keywords. For example, if you want to investigate how to offer your services as a fly fishing guide, a Google search for the term ‘fishing’ is way too broad. That Google search will return a very broad mix – like Wal-Mart’s aisles – full of irrelevant things such as fishing rods, camping tents and oars.

Your search terms need to be more specific. Try ‘Fly Fishing Guide’ in the Google search bar – and then narrow your search more: “Fly Fishing Guide for Tennessee Streams”. This specific, long phrase is called a ‘long-tail’ keyword (phrase) and it’s more likely to deliver the results you desire; sites that are closer to your specific need or audience.

Your Keywords List

Since keywords are everything in this business, be sure to use the very best keyword search techniques possible. Make a list of possibilities, then Google them one at a time.

If you find that you’re getting a lot of irrelevant results, even after you try more specific, long tail keywords, try these tips for Google searches (other search engines may have different tips and rules):

  • EXACT WORD: Enter ‘+’ before your keyword, such as ‘+toys’ (note: no space after the +), to return only listings that include the +keyword.
  • EXACT PHRASE: Enter your keywords in quotes, such as “safe toys for toddlers” to get return listings that use the phrase exactly as entered.
  • SIMILAR WORDS: Enter your keywords with ‘~’, such as ‘~ safe toys’ to get your word and all its synonyms.
  • MULTIPLE WORDS: Enter your keywords with ‘OR’ in between, such as ‘safe toys OR toys for toddlers’, to get return listings that have either term.
  • EXCLUDED WORDS: Enter your keywords with ‘-’ between, such as ‘safe toys – adult toys’, to exclude any listings with the second term.

Strike a balance between specific enough, but not obscure

You’ll know when you’ve found a great long tail keyword because the search results are more relevant, and you’ll see that the companies listed on the results pages could be your competitors. Click around and take note of what they sell, how they market, and how they engage their audience.

Use Google AdWords’ Keyword Tool to get the inside scoop on how many times your keywords are searched, globally and locally.

Go to: https://adwords.google.com/select/KeywordToolExternal and type in your narrowed keywords, one at a time. Google explains, “You can search for keyword ideas by entering a keyword related to your business or service or a URL (domain/website name) to a page containing content related to your business or service.”

The results will provide the number of monthly searches conducted on this term, as well as suggestions for alternate wording and their search numbers. You’re looking for keywords with at least 5,000 searches. Keywords that are searched more than a million times are not specific enough, because your chances of achieving first page results on Google are very low – there’s too much competition!

What keyword research tips work best for you?

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman:

Ms. Chapman’s new book, How to Make Money Online With Social Media: A Step-by-Step Guide for Entrepreneurs will be available in bookstores and online November 24, 2010. 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

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Harvey Mackay’s Awesome New Book, Use Your Head To Get Your Foot In The Door

Person reading a book

What surprised me most when I met Harvey Mackay this past weekend at the 2010 21st Century Book Marketing event? He’s kind. He’s funny. He’s REAL.

Harvey (shunning “Mr. Mackay”, he insisted on “Harvey”), has authored business best-sellers that have been translated into 37 languages and sold over 10 million copies in 80 countries. His first book, Swim With the Sharks Without Being Eaten Alive was a groundbreaking New York Times #1 best seller for 54 weeks.

Harvey stood right there next to me, smiling and cracking jokes while my friend tried again and again to get the camera lighting just right. It took four shots. Harvey was as gracious as could be.

That’s the kind of human interest he injects in his books. No wonder he’s so popular. Harvey knows how to connect with people. So of course his latest book is on topic and in demand.

How to Market Yourself for Your Best Career Move

Recently released, Use Your Head To Get Your Foot In The Door, offers much-needed motivation and practical advice for networking and selling yourself for that perfect next job. He doesn’t teach you how to write your resume – many other books do that enormously well.

With unemployment high and the perfect job seemingly out of reach, this book is invaluable for your soul. It infuses encouragement with humor and sound bites that will keep you emailing, dialing, knocking, and smiling;

  • “Don’t get dejected if you’ve been rejected – just get your new you perfected!”
  • “Remember the purpose of the resume. It’s to enable you to resume work.”
  • “You may not be interviewing for a sales job, but you have to be a great salesperson to sell yourself.”

Click here to buy Harvey’s book:

Sample Use Your Head To Get Your Foot In The Door

He also offers iTunes Podcast Previews. Harvey believes in giving – so enjoy!

What are your favorite Harvey Mackay quotes?

(Special thanks to Harvey and www.HarveyMackay.com

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman:

Ms. Chapman’s new book, How to Make Money Online With Social Media: A Step-by-Step Guide for Entrepreneurs will be available in bookstores and online November 24, 2010. 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

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Satisfied Customers – Do You Know if Yours Are?

Young confused man raises hand wondering

In our world of customer service, it is our mission to keep customers.

“It is a privilege to serve you”, that is what the Banker told me today when I called for information regarding refinancing. Do your employees believe that serving your clients is a privilege? Do your clients feel like they are appreciated?

Nowadays a lot of consumer product and service companies are asking for feedback. Some companies incorporate the ‘how are we doing’ insight as a deep part of their company culture. Salesforce.com has a place for employees and customers alike to log their feedback. In “Behind the Cloud”, http://www.amazon.com/Behind-Cloud-Salesforce-com-, Salesforce.com CEO Marc Benioff explains how and why they spent money to build their IdeaExchange forum. Many e-commerce sites ask at the end of a sale for feedback about the shopping experience. Brick and Mortar stores are now enticing shoppers to log in and provide feedback on their shopping experience in exchange for a ‘prize’.

What about the business-to-business companies? With customers locked into contracts, the same drive to listen and improve is not always as entrenched into the company culture. We can change that. Start by listening.

CUSTOMER SURVEYS

There are several easy-to-use, cost-effective online survey solutions now to help you launch a Listening Campaign. Polaris Marketing provides you with some sample questions if you are new at this. Survey Monkey, Question Pro, and Zoomerang are just a few online resources that will not only help you with the logistics of doing a survey but also help you formulate a strategy so you get the answers you need.

Online Surveys are not the only option. Make calls to a % of your client base every quarter or send out a brief survey with your monthly invoice. Depending on your product or service, this simple effort may be a huge differentiator for you.

Make sure your survey will give you actionable feedback. In other words, ask questions that will give you answers about specific experiences as your customer so you will know what to fix. General questions like “ Are you happy with your experience in working with us” give you a good indication of how your customers are feeling, but if they answer in a negative way you won’t know what part of the experience needs fixing.

ACTION PLANS

Once you are ready to rollout a survey, you still have much more work to do. The most important element in asking for feedback is deciding what you are going to do about what the surveys say. Don’t bother asking if you don’t intend to allocate the time, resources or money to making changes.

Now it is time to put the feedback into actionable – who, by when and how – plans to make changes. You won’t be able to fix everything at once, but it is important for both your employees and your customers to see real change as a result of the surveys. Be realistic about what you can accomplish and set both short-term and long-term goals.

AND REPEAT

Now that you have launched your Listening Campaign, you will have the process for next time all mapped out. Quarterly? Semi-Annually? Annually? Whatever timeline works best for you and your business to ensure the feedback is put to use.

“There’s a big difference between showing interest and really taking interest.”

— Michael P. Nichols
The Lost Art of Listening

Barb Lyon, Consultant – Customer Service Strategies


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Your Best Elevator Pitch

Simple Steps to Create a Dynamic Marketing Message

How do you cut through the sheer marketing clutter and make your mark on your prospects’ minds? Create one distinct, memorable message that you use at every opportunity.

Core Marketing Message

Every business needs to distill their message down to an effective core marketing message that each employee can deliver comfortably at a cocktail party, and becomes the foundational message in company literature, videos; essentially, all advertising or promotion. It is also called your elevator pitch, and it focuses on solving your customers’ pain or problem.

Info You Need to Prepare to Develop Your Elevator Pitch

You can spend days or even weeks in this process, but we’re going to make it really easy for you. To get right down to the point, first answer these questions – IN WRITING:

  1. Profile your ideal target customer/customer. Include demographics and lifestyle choices.
  2. What PROBLEM, PAIN, or challenge does this target customer face?
  3. What SOLUTION does your product or service deliver for this problem or pain?
  4. What PROOF do you have, such as a customer success story?
  5. What makes you different from your competition? (It MUST be a difference that matters to your customer.

How to Develop Your Elevator Pitch

REMEMBER THIS: DO NOT start talking about your product or service and what you do. Read that sentence again. INSTEAD, start talking about your customers and how you help solve their problem and ease their pain.

Imagine that you’re asked, “What do you do?” Here’s how to respond:

  1. Start with who you work with; “I work with small business owners and entrepreneurs…”
  2. Continue by telling about their pain or problem; “…who need help taking their business to the next level…”
  3. PAUSE. WAIT FOR A QUESTION OR RESPONSE.
  4. Tell them about a customer you’ve worked with and the results you achieved; “…For example, I’ve worked with a 5 year old family business that needed a business plan to raise money for expansion…”
  5. This could lead to more conversation about problems & solutions.
  6. Tell them your solution and what makes you different; “…we get very good results, and have been told by venture capital investors that our plans are among the best they’ve ever seen.”

Now you have opened the conversation to focus on problems, and even if they can’t benefit, they may know someone who can!

This approach is a natural to develop the company’s core marketing message for all advertising and promotion. We’ll cover that in a later post.

What’s YOUR elevator pitch?

(Thanks to Action Plan Marketing for the concept and inspiration.)

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman: With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her customers 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

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Email Marketing Tips

Email Blocks on Gray Surface

How to Design Emails That Work

Many of us feel inundated and overwhelmed by the sheer volume of emails that show up in our inbox every day. However, email is still a powerful marketing tool. In order to capture your audience’s attention, use these tips to boost your email open rates and begin to engage your readers.

Craft Effective Email Subject Lines

Remember that people scan for interesting information. Like newspaper or magazine headlines, if you don’t grab their attention and convey the right message in the subject line, consider them lost.

Things you can do that make email subject lines really work:

  1. Keep your subject line under 40 characters. That’s an effective quick glance for the reader, but even more importantly, most email browsers will cut off anything over 40 characters.
  2. Use sentence case, rather than all caps, which conveys screaming and low credibility.
  3. Concisely state your offer (the benefit to the reader). Then, in the email copy, deliver exactly what you promised. You must build trust in each and every subject line, or you will lose your reader forever to the dreaded ‘unsubscribe’ button.

How to Write Effective Email Content

Online marketers are becoming very good at honing the craft of creating effective emails. Best practices are emerging, which focus on content, format and style.

Just like everything else in the marketing world, email best practices are evolving fast, but the best performing emails integrate some basics that increase click throughs and conversions:

  • Place some of your most important content in the first two sentences. Readers will give you 2-3 sentences, but if they don’t find value almost immediately, they will delete it.
  • Design the spacing in easy-to-grasp chunks (like this post!) Use headings, subheads, bullet points, short paragraphs, and white space.
  • Personalize your email. Many email platforms make this easy.
  • Include images, but no more than 20% of the entire space. Always include image tags or titles, so if the image doesn’t come through to the reader, they can still grasp the idea.
  • Always include links back to your site or source, and test them before sending the email. (You’d be surprised at how many folks don’t take the time to test links!)
  • Proof read it slowly and carefully. Even if you are in a hurry. Typos undermine your professionalism and credibility. Then have someone else proof read it, too.

(Many thanks to www.VerticalResponse.com for the inspiration for this post.)

What email tips make your campaigns more successful?

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman: 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

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One Social Network PR Strategy That’s Right on Target

Remember the scene in Network where the news anchor Howard Beale (played deliciously by Peter French) shouts his famous line, “I’m mad as hell and I’m not going to take this anymore!”? This past summer thousands of Target shoppers expressed that same sentiment online when they found out their favorite general store had donated piles of cash ($150,000) to an organization that supports Minnesota gubernatorial candidate Tom Emmer, whose tax policies Target said it liked, but who also holds anti-gay views and a few other controversial opinions, according to the Star Tribune:

“Emmer opposes gay marriage and abortion, supports Arizona’s immigration law, and previously has proposed chemically castrating sex offenders and steering state money away from AIDS prevention programs.” Insert your political reaction thought balloon here….

Of course big companies make donations all the time to politicians both sides of the aisle to cover their ah, clout with law makers. But the reaction to Target’s influence-peddling gift met an almost immediate Social Network avalanche and a tsunami of trad media as well. Some 58,000 Facebook friends joined together and called for a national boycott, plus the story generated more negative news coverage in August than five years worth of PR expenses paid to big flak companies to try and prevent that from ever happening. Once this Emmer thing went viral, it was all over for the Bullseye except for the back peddling.

On the other hand, the Jet Blue story about their employee slipping out on the job down the emergency chute was more contained by the low-cost airline, due to some extent by the way true Blue handled the story online, if you believe this analysis from Social Times below (and I do because in the age of sensational news reporting and crowd sourcing where almost anything can become “newsworthy” if enough people are paying attention to it, you need to take the air out of some stories quickly):

“The majority of media analysts felt JetBlue was sitting on a ticking PR time bomb by keeping silent. Finally, two days later, JetBlue posted 140 words on their blog with a mixture of tongue-in-cheek, self-depreciation and a reference to the cult movie Office Space.

How did JetBlue fare in the court of everyone’s opinion on the social web? Sit back and learn, because JetBlue nailed it. Its response was notable for four things:

  1. Acknowledging the weirdness of the situation rather than its seriousness may have kept the social media conversation away from topics that could have turned critical of JetBlue.
  2. Using a tone consistent with the JetBlue brand reinforced the brand as sufficiently resilient to weather this storm.
  3. Refraining from firing off a quick defense before they knew against what they were defending may have prevented the airline of having to defend itself at all.
  4. Responding only in their blog almost guaranteed wide distribution across social media.”

On the other hand – even though we have used both hands already and do not really have a third hand – can you really compare the two situations, an errant employee and an errant political donation? You decide and send me the verdict.

Yes, my friends, as that Arizona politician John McCain often says (although you wonder if he’s really their friends, like on Facebook,) that is the kind of PR strategy – or some shape of it — that every company large and small needs to have available for handling issues in a social media world. You can read the whole Social Times post here:

http://www.socialtimes.com/2010/08/jetblue-social-media/

Given the pervasive nature of communications online, you should start planning that strategy now. And, of course, don’t forget to bet on your favorite political racehorse by writing a fat check. It’s not too late. Just ask Target, which has yet to reconcile its widely accepted policy (in the business world) of spreading dollars around like fertilizer to party front runners without a visible thought to the social or ethical implications.

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For more resources, see the Library topic Public and Media Relations.

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Martin Keller runs Media Savant Communications Co., a Public Relations and Media Communications consulting company based in the Twin Cities. Keller has helped move client stories to media that includes The New York Times, Larry King, The CBS Evening News with Katie Couric, plus many other magazines, newspapers, trade journals and other media outlets. Contact him at kelmart@aol.com, or 612-729-8585

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What is the Google Sandbox Effect?

Google logo in a black background

Many internet experts agree that new websites are relegated to a “sandbox” by Google.

How Does the Sandbox Work?

The Google Sandbox, though not officially recognized or confirmed by Google, is widely recognized by webmasters worldwide as a type of ‘holding area’ in which new websites ‘do their time’ while they prove themselves worthy of Google ranking. When Google deems the website to be worthy – important and high quality – the site is removed from the sandbox and will show up in Google’s Search Engine Results Page (SERP).

Why did Google Create the Sandbox?

In 2004, it is believed that Google’s algorithm banned new sites from ranking in search results. This was intended to protect the integrity and quality of search results, to discourage spam sites from reaching the top of Google’s results page quickly.

How Can Websites Get Out of the Sandbox?

New websites start out with a page rank of ZERO. If Google deems a site worthy (quality, relevant), even a new site can show up in Google’s search results, but may take up to six months or more (by doing all the right work on Search Engine Optimization – SEO) to achieve its full potential.

What SEO Tactics Affect Google Rankings?

Although it is not an exact science, many SEO tactics affect a site’s placement:

  • Your content is duplicated on other sites
  • If your server is down while Google comes to index (spider/search) your site, it will not show up after that until the next time Google comes to index your site.
  • Your webmaster does not keep up with Google’s algorithm, and your site no longer meets the often-changing requirements.
  • Broken links on your site will greatly penalize your sites’ ranking.
  • How old is your domain name? If it is new, that will count against you. ‘Seasoned’ domain names are much stronger.
  • If your site goes after broad, popular keywords, it is best to change them to long-tail, narrow-niche keywords to decrease the competition and increase your site’s chances of being recognized.

For more information, see Sandbox Effect on Wikipedia

Do you have more tips to share on the Sandbox?

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For more resources, see our Library topics Marketing and Social Networking.

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Branding for Easy Promotion

Branding on a laptop screen

Free or Nearly Free

Tell the community (or the world!) about what you have to offer. Enhance your professional (or creative, or social) reputation. Attract new customers. Grow your name recognition and brand. Increase your bottom line. And do it all for pennies.

Who is your target market?

If your business (AAA Computers, Inc.) fixes computers, then who are your ideal customers? Are they the families in the neighborhoods near your shop? The small businesses in your local business district?

What does your brand stand for?

First and foremost, your brand must represent something that others want. What’s most important to your target market? For the computer fix-it business, these benefits are important to your ideal customers. Your services are:

  • Accessible. Immediate service when they have a need … even nights and weekends.
  • Affordable. They don’t want to sink $500 into their two year old laptop. But they don’t want to go through the time and expense of buying and loading a new one, either.
  • Answers. You solve problems. Quickly and easily.

Make ‘word-of-mouth’ marketing EASY

AAA Computers, Inc. now has services that solve its customers’ problems, and is RIPE for word-of-mouth advertising, primarily free.

Stick with one message that you repeat in every advertising medium. For instance:

AAA Computers, Inc.

Accessible, Affordable Answers

This is a memorable message that succinctly promises the benefits of your service. When you create goodwill with customers by actually DELIVERING those benefits, they will tell their neighbors, their kids’ teachers, and their golf buddies. Word will travel, and your business is easy to find because you tied the benefits to the message and the name.

Now, go forth and print door hangers for those neighborhood homes. Post bulletins at the grocery. And leave a stack of business cards at the nail salon.

What makes your business flourish?

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman: 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