Networking – BusinessCollective https://businesscollective.com Entrepreneurship advice and mentorship from the most successful young entrepreneurs. Mon, 04 Jun 2018 15:00:39 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.5 10 Creative Ways to Use Facebook for Customer Acquisition https://businesscollective.com/10-creative-ways-to-use-facebook-for-customer-acquisition/ Tue, 08 May 2018 15:00:00 +0000 https://businesscollective.com?p=53714&preview=true&preview_id=53714 Question: What is one creative way to use Facebook for customer acquisition?

Post Creative Content

"Facebook is a platform where your clients want to engage with you. The biggest no-brainer is offering creative content that your followers can share. For example, we make sure to post inspirational quotes and fun content mixed with industry related news. It’s simple: your followers will want to engage with you on things that interest them the most. "


Support Email Campaigns With Facebook Custom Audiences

"Offer a special discount or offer to your email list. Create a custom audience on Facebook that contains your email list members, and then run Facebook ads that align with the messages of your email offers. Reinforce the value of the offer by being in multiple places for your targeted list."


Watch Groups for Leads

"Facebook groups exist for just about everything, including finding better services around local areas. I like to monitor Facebook groups that are active in my area for the kind of information that can mean leads. Our construction company, for example, can really take advantage of a home improvement group attracting people who want to remodel."


Host a Competition

"Host a competition where your participants post photos of themselves with your product or utilizing your service. Not only will potential new customers learn more about your product, you'll show them that you genuinely care about your current clients and are willing to feature them — something all social enthusiasts enjoy."


Use the Review Feature on Facebook Pages

"You can get your customers to write reviews on your Facebook page. These reviews work and potential customers want to read about your business before they try it out, especially from their peers or others they trust. Leverage these reviews by making positive ones into status updates and thanking the reviewer personally."


Offer Free Things

"I've run campaigns in previous businesses, giving away small prizes to people who engaged with our products in a quick and easy challenge. Create an easy contest that anyone can do and offer prizes like gift cards. Watch in shock at what it can do if you have a big enough network on your Facebook page. We saw traffic to our websites grow up to 10 times in a month from this strategy."


Utilize Audience Insights

"Facebook Audience Insights can be used to segment out a hyper-targeted audience and then served ads for customer acquisition. You can utilize the tool's Affinity and Relevance scores to hone in on a sample set of Facebook users that are more likely to be acquired as customers based on user interest data. Your ads will have a lower cost per click (CPC) and a higher engagement rate."


Use Lead Ads

"Last fall Facebook released lead ads, which allow mobile users to request more information from advertisers without taking the user off Facebook. It's a seamless and intuitive method of capturing leads, and one that caters to an increasingly mobile user base. Marketers may also test their ad in a variety of formats (video, carousel, etc.) to see which is most effective for their audience."


Retarget

"Facebook is a retargeting gold mine. Add a retargeting pixel on your site and then boost your Facebook posts to folks who have visited your site in the last 90 days. We increased our engagement by over 332 percent by leveraging small boosts to our retargeted audience."


Honor a Different Customer Each Week

"Customers like to be acknowledged, and you can showcase a different customer each week on Facebook. Think about what motivates your customers most. Is it how your product makes them look or feel? Use that knowledge to devise a program that promotes your best customers in ways that will motivate others to give you a try."


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9 Social Media Faux Pas https://businesscollective.com/9-social-media-faux-pas/ Fri, 27 Apr 2018 12:00:19 +0000 https://businesscollective.com?p=53620&preview=true&preview_id=53620 Question: What should a company NOT do when it comes to crafting a social media strategy?

Post Too Much

"You want to make sure you’re posting enough relevant content that your followers are noticing, but not posting too often. It can get spammy and lead followers to hit that "unlike" or "unfollow" button. I know I have unfollowed brands before that simply posted too much. "


Forget to Listen

"Many businesses make the mistake of using social media purely as a megaphone. Companies should use social media to listen to their followers, fans and customers. Get feedback and engage in conversations or questions that result in constructive dialogue. Make it personal. Seeing larger organizations respond to individuals on social media in a meaningful way is a powerful message."


Outsource to a Foreign Country

"You should never outsource your social media strategy to someone outside your own country. I even like to have it be someone within my own state. This keeps the language, tone and overall vision of the company on the same page, especially when communicating with the outside world."


Focus on How Awesome You Are

"Broadcasting your awesomeness is lame. Ever been on a coffee date when all the other person did was share their awesomeness? Did you want to go to dinner and drinks? Of course not. Instead, use social media to amplify the heart and soul of your organization and celebrate your customers' victories."


Ignore the Importance of Visuals

"All of the most popular social channels are visual platforms. Ignoring the importance of high-quality graphics and images will derail your strategy before it even begins. Roll your visual strategy into your overall social media planning discussions, as it's often more important than any text or words you write on social. Visuals must grab attention, then quickly align with your overall strategy."


Focus on Vanity Metrics

"Follower counts look good, but they're rarely a useful indication of the success of a social media strategy. Like all marketing efforts, the aim of social media is to ultimately make sales. You can have 100,000 followers, but if none of them convert, you're wasting money. Social media sharing should leverage marketing personas and targeted content to build a valuable audience, not just any audience."


Use Linear Patterns on All Accounts

"Never allow your social media strategy to be linear across all platforms. Different users, demographics and strategies must be used for every social platform separately. Do not allow the same content to be shared on all platforms in the same manner. Hire people who understand how to manage each, rather than one person to run all of them. "


Set a Strict Schedule

"Your social media schedule should not be completely pre-determined. A few anchor items and an overarching theme are great, but your strategy should be based on producing quality content based on how your brand can add value to what's going on at the time. The best strategy for social media is to listen and adapt."


Focus Only on the Sell

"When creating a social media strategy, many companies flood their audiences with promotional content that is designed to sell. This can be overwhelming for some users who casually use social media. Always remember to mix in creative and informative content with your hard-sell content for the best results. Businesses that post informative content generally reach a much larger audience."


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How to Successfully Network While on the Road https://businesscollective.com/how-to-successfully-network-while-on-the-road/ Tue, 24 Apr 2018 12:00:57 +0000 https://businesscollective.com?p=53600&preview=true&preview_id=53600 Any entrepreneur can share countless travel stories of lonely hotel dining and tasteless room service dinners. Combine that with red-eye flights, missed connections and rental car lines, and business trips become more work than fun. That’s how I, too, felt about work trips until I realized how to incorporate business networking dinners as part of my travels.

I’m a strong believer in the power of business dinners and enjoy organizing them in my own city. However, rather than limit them to my hometown, I realized I could extend them to every city I visited. With a little advance planning, I now organize dinners wherever my travels take me. These dinners are not only a wonderful way to reconnect with contacts, but also a fun opportunity for the local guests to meet each other. Here are my steps to creating the perfect networking dinner:

  1. Create the ultimate guest list. My contacts move all the time. It’s impossible to know who is living where. To determine who lives in the destination city, I run a LinkedIn search by clicking “Advanced” next to the search bar, and filtering for “1st Connections” and “Location.” This identifies all my contacts in that city. From there, I can easily grab their email addresses or send them an invite message directly through LinkedIn.
  2. Expand your network. When visiting a smaller town where my network does not run as deep, I ask my friends to each invite a like-minded friend or someone else in the industry. This helps expand the dinner circle. I’ll also reach out to fellow members in entrepreneurial networks, such as Dreamers and Doers. Finally, if there is someone relevant in the industry who I’ve been meaning to meet, I will email them directly and extend a dinner invitation.
  3. Send the invite. Aim to send the invitation three weeks before the dinner date. Doing this any earlier means people might be unsure of their schedule, and if left too late, they may have already made commitments. Not all invitees will be able to attend. If you are aiming for a four person group, invite six people. If you are going for six people, invite nine or ten. If your goal is to maintain one group conversation, then plan for six guests: Six is the maximum number before one group will split into multiple side conversations.
  4. Select the perfect venue. Finding the right venue is critical to a successful dinner. First, the location should be central and convenient. Second, it should have a fun atmosphere, but be quiet enough that people can hear across the table. The menu should vary and feature food options for those with dietary restrictions. Try to pick a restaurant with $15-to-$25 entrees, so price points will not deter anyone from attending. Finally, make a reservation. In the U.S., it’s easiest to use a combination of OpenTable and Yelp to find a restaurant that fits the bill. In other countries, Google Places, Facebook Places, a hotel concierge or a local friend might be better resources. Search for OpenTable reservations in the desired neighborhoods and price range. Look at the photos, descriptions and menus of the top results, and then double check the user reviews on Yelp. OpenTable reviews tend to skew positive, so it’s essential to do a second check on another source before booking.
  5. Send a calendar invite. After the date, time, and venue are confirmed, send a calendar invite. Many people live off their calendars. If the event is not on their schedule, it does not exist. Save everyone time by sending a properly formatted calendar invite with the restaurant address, your phone numbers, and any other pertinent information.
  6. Confirm two days before. Two days before the dinner, send a confirmation email reminding the guests of the upcoming dinner. Reiterate the address and your contact information, and remind them to inform you if they are no longer able to attend. At this point, 10-20 percent of people will typically tell you that their plans have changed. Knowing this allows you to update your restaurant reservations accordingly.
  7. Introduce everyone and enjoy. As the host of the dinner, start off the dinner with introductions. Feel free to mix the personal with the professional and dig below the surface of common banalities. You can do this by inviting each guest to share one personal and one professional experience happening in their lives. This will help kick off the discussion and bring everyone closer together.

Nothing can compare to the deep and powerful connections made breaking bread together, and these connections can even happen even outside of your hometown. Now, whenever you have a business trip, consider hosting a networking dinner to bring together like-minded people.

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6 Best Strategies for Networking Naturally https://businesscollective.com/6-best-strategies-for-networking-naturally/ Wed, 04 Apr 2018 15:00:36 +0000 https://businesscollective.com?p=53456&preview=true&preview_id=53456 Traditional networking advice dictates that before you pitch to someone, you should go out of your way to provide them as much value as you can. While networking should never just be an all-out pitch fest, trying to bend over backwards to help someone you’ve just met can come across as off-putting.

Serving before you sell is important, yes. But going to extremes should really only be reserved for people who you know feel comfortable receiving such favors. That said, there are plenty of ways to work your network so you can make your network work for you — without making anyone feel remotely uncomfortable.

Make One New Introduction a Week

Most likely, everyone in your network does not know everyone else in your personal network. It’s also highly likely that the people who don’t know each other could benefit from meeting. Making those introductions is a great way to become known as a connector and someone who’s readily willing to help out (without creating any feelings of unease or discomfort).

The introductions might turn into something productive, and they might not. That’s not the point as much as it is staying top-of-mind as an influential member of other peoples’ networks.

Use a CRM to Stay in Touch

You probably already use a CRM to manage your lists of customers, potential customers, leads, etc. And you should continue to do so. But most CRMs have a setting where you can add a contact and set how often you want to be in touch with that person. For most people in your network, especially if you want to make sure that you’ll stay top-of-mind, it’s a good idea to keep in touch once every 30 days. Have your CRM notify you if and when you’re overdue.

Make Your Business Card Stand Out

In a world where being ignored — even by a complete stranger — hurts our self-esteem, being noticed is a huge boost that helps us feel important and worthwhile. 

Once you’ve had a great conversation with someone important, don’t let them forget who you are. In general, once everyone has left an event, they’re going to have a huge stack of business cards. I know I have a hard time remembering who each business card belongs to, and what conversation we had. That’s why on my business cards, I have a headshot and a few words describing what my company does.

As simple as this may sound, it’s paid huge dividends for me and has helped me land deals that otherwise wouldn’t have happened.

Ask for Introductions

If you’re at an event where you don’t know many people, ask one or two people in the room you do know for an introduction. The people you already know will make sure it’s someone that actually makes sense for you to talk to. You’d be surprised how much people are willing to help if you just ask them sincerely. I’ve had people introduce me to CXO-level executives of Fortune 500 companies just because I asked them nicely.

Send Gifts

Sending someone in your network a gift is a gesture that goes far and beyond a typed-out “thanks” on LinkedIn. It catches people off guard. Books, flowers, or relatively inexpensive food delivery are all good options. 

When you do something truly unexpected, you’ll be remembered no matter what. But when you do something that’s both unexpected and provides value to the person, you’ll be remembered in only the most positive light, and they’ll look to repay the favor from a place of kindness rather than obligation.

If you’re in the software business like myself, you’re rarely dealing with anything physically tangible, so getting something I can touch really stands out. I’ve had companies who have tried winning me over as a customer send me handwritten notes, t-shirts, boxes of energy drinks for the team, coffee, etc. And each time it puts a smile on my face. As a result, I feel much more connected to that company, leading to a much higher chance of me working with them because I know they’re willing to go above and beyond for their customers.

Forget “Working the Room”

There’s a fair amount of networking advice that tells you to plan your exits before you even start talking to people so you can work the room and get your business cards out to as many people as possible. And while you might have to plan your exit so you can make a quick escape if you get caught talking to someone unhelpful, this piece of advice is best if forgotten — especially if you’re the kind of person who wants the people you meet to remember you for a long time.

Establishing a solid, meaningful relationship with just one person is better than having a mini pitch-fest with 10 different people who won’t care about you two days from now. 

Trying too hard to provide value to someone you’ve just met upfront is off-putting. People appreciate help. But if you’re overly eager, it will raise suspicion and make them wonder what the catch is. So instead of going too far out of your way (which would take up a ton of your time and energy anyway), try these approaches to become remembered as a connector, a value provider, and an influencer.

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10 Ways to Incorporate Engaging Video Into Your Business Strategy https://businesscollective.com/10-ways-to-incorporate-engaging-video-into-your-business-strategy/ Fri, 09 Mar 2018 16:00:53 +0000 https://businesscollective.com?p=53272&preview=true&preview_id=53272 Question: What’s an innovative way companies can incorporate emerging video platforms into their business strategy?

Record Customer Testimonials

"Dedicate a few people from your team to start taping customer testimonials. Throw those testimonials on YouTube and share them on social media. From there, dedicate time every week to developing a short (5-10 minutes) video episode for internal use where you interview employees and offer company updates. This way, your employee engagement will go through the roof."


Use Crowdcast for Instant Webinars

"Video can often be one-way. A brand tells its fans what the company is up to, or gives them a behind-the-scenes look at the business. Crowdcast is a startup that provides dead-simple webinars. You can use their platforms to actually have a dialogue with your fans. Best of all, you can capture all of the live content and save it on your site for future visitors!"


Use Snapchat Video Channels

"Snapchat isn't content with simply offering videos through its "Discover" feature. It wants to give users a reason to keep coming back. If they plan to let users subscribe to Discover channels, you want your company to be the first mover. Snapchat is poised to record a huge growth this year."


Show Your Products in Action

"Short, live video platforms like Vine are great for showing off something that doesn't come across well in just images. Mixing videos with products pages, such that buyers can see them being handled and used live, is something I expect to see a lot more of very soon."


Hold a Panel with Google Hangouts

"We've found great success by facilitating an industry panel of experts. Pick a current trend or controversial topic to be discussed. With nine people on the panel and one moderator, each participant will share their own views, which makes for an educational session full of lively discussion. Upload a copy to YouTube for those who missed the live recording."


Record Q&As

"Ask the experts in your industry about certain topics on a weekly basis, and use their answers to create a video. The expert doesn't have to be present -- just an individual reading off advice and shouting out the expert's name, company, Twitter handle and more. This is a great way to boost connections, views and shares, and will be very appreciated by those who take part!"


Build Community With Periscope

"The dream of live streaming from your mobile phone is finally here, and companies can now give a firsthand look at what's happening behind the scenes. Media and entertainment companies can capitalize on this by Periscoping from events and giving personality to the brand in real time. Our travel company builds community through Periscope all the time."


Train Your Staff With Video

"Not only does this help standardize what new employees and existing staff hear about the company and its culture, but it also helps create a more efficient and engaging process for the organization and those involved in getting this information. Typically, these processes are paper-based and boring, but video adds interest and offers a way to make the information stick."


Make Video Part of Your Mobile Marketing Strategy

"More people than ever are using their smartphones to do research and shopping, and they love to watch videos. It makes sense to include a visually engaging platform in your mobile marketing strategy. You can include videos on social media marketing sites, your website and in mobile ads, since video ad campaigns or insightful product or service videos are shared more than other content."


Go Live With Customer Service

"I'd love to see a sales staff on live video helping customers who can't make it to the store. Some service work can also be done with video connections. There are millions of "How I did this simple task" videos on YouTube. I'm waiting for more companies to take advantage of video to provide real value to customers, rather than bleep out more negligible marketing clips."


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5 Ways to Elevate Your Brand’s Instagram Story https://businesscollective.com/5-ways-to-elevate-your-brands-instagram-story/ Wed, 28 Feb 2018 13:00:10 +0000 https://businesscollective.com?p=53182&preview=true&preview_id=53182 We’re all still learning about Instagram Stories and how to master the art of engaging our audience with them. That said, I have personally seen the impact of this tool and it is massive. We’re seeing more views on Stories than regular Instagram timeline posts, and large amounts of click-throughs to outside links that our clients are integrating into the feature.

What’s the best way to use the Instagram Story tool for your brand? The most important thing is to just dive in and give it a try. I mean, what’s the worst that could happen? It disappears in 24 hours, right?

Here are a few pointers to get you started. Always remember that every brand and account is different. Analyze your own data (views and clicks) to see what content resonates with your audience the most, and adjust your digital strategy accordingly.

  1. Make it consecutive and consistent. They’re called stories for a reason. When you’re thinking about what content you want to post on your Story, don’t think about it as a bunch of random separate posts. Think about what message you want to convey your audience. It’s like a television series: Each “episode” needs to stand on its own, but there should be an underlying theme across each piece of content. Whenever my company is on site with one of our clients at a concert, we try to do everything we can to capture the entire essence of the event. We start with the content of the artist and fans getting pumped up before the artist hits the stage. We make sure we get the opening and closing songs (plus some good stuff in between), and then maybe post a video and video from the after party. It really captures the essence of the whole day, rather than just a few random posts from the concert.
  2. Think about your first impression. When it comes to Instagram Stories, the post you upload to kick off your Story matters a lot. If your first post doesn’t catch somebody’s eye, they’re not going to watch the rest of your Story. I highly recommend adding a video as the piece of content in your Story, as this is often the best way to grab somebody’s attention. When analyzing data, we’ve found that more people go on to watch your second post within a Story when the first thing they see is a video.
  3. Switch it up. When you’re putting together a Story, a good way to keep it interesting is to alternate between using different types of media. Keeping your Story all pictures or all videos can make it a little monotonous. Kick it off with a video, but then add some still photos, Boomerangs, and maybe throw in a slow motion shot to keep it interesting.
  4. Find the sweet spot. How many pieces of content should you put in your Story? This is a question I get a lot, and I always recommend 8-12 pieces of content per day/Story. This can vary slightly depending on what you’re programming, but it’s important to always remember quality over quantity. Don’t ever post a piece of content just because you’re trying to reach a certain number of posts.
  5. Use links sparingly. A lot of people don’t realize this, but if you have a verified account, you can actually link out to an external website from your Stories. You don’t want to use the link tool in every single post, but this is a great way to drive people to watch a full video, read a full article, or purchase a product in your store. Make sure to make it clear to your users that they need to “swipe up” — or they won’t know there’s a link integrated into the post. This link tool is magical though. I’ve seen it bump a single up on the iTunes charts several times even within the last 30 days. It’s been great for boosting sales in our client’s online stores as well.

Instagram Stories have already proven to be such an incredible tool for our clients, and this is only the beginning. Imagine where it will be in the next few months! I’m highly anticipating what tools are going to be released next, as each one will inspire us all with an endless list of new ideas on how to better connect with and monetize a digital audience.

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Using Video to Tell a Story on Social Media https://businesscollective.com/using-video-to-tell-a-story-on-social-media/ Wed, 21 Feb 2018 16:00:27 +0000 https://businesscollective.com?p=53128&preview=true&preview_id=53128 Not sure if you want to incorporate video into your social media strategy? Let me share some statistics to help you make a decision. Viewers retain 95% of a message when they watch it on video, compared to 10% when reading it in a text. The increase in click-through rate with video is as high as 96%, and videos are shared 1200% more times than links and text combined.

With statistics like these, I’m surprised you haven’t stopped reading this article and started filming. As an agency CEO, I often hear that many business owners aren’t sure what to film or they simply do not have the time. Therefore, I’ve created a list of five different video ideas and ways to incorporate them into your own marketing strategy. Bonus: They won’t take up hours and hours of your time.

Video Blog

I actually find creating video blogs can be more time-efficient than writing them. This gives business owners the opportunity to share their knowledge on film. My suggestion is to write out the five most common questions you get from your customers and create one video per question. The videos do not have to be long; they simply have to answer the question at hand.

Film six or 10 questions at a time (maybe even more). This way, you can schedule a video blog once a week and you won’t have to film so often. (Hint: Just make sure to bring a change of clothes so it doesn’t look like you wear the same thing every day!)

Make sure to upload all of your videos on your business YouTube channel. Include a headline, a detailed description and tagged keywords. This will assist with your SEO efforts. Additionally, when posting on Facebook, be sure to include captions on your videos. Eighty-five percent of videos viewed on Facebook are watched without sound. In order to add captions, you need to make an SRT file and upload the file to your video. Facebook provides an easy-to-use tutorial for this.

Facebook Live

You’ve probably heard about Facebook Live. It’s exactly what it sounds like — a live video on Facebook. This is a great platform to showcase your business in an authentic light.

Prepare ahead of time. Before going live, think about your goals. What do you want to accomplish with this video? What do you hope your followers will take from it? A restaurant owner, for example, might showcase a behind-the-scenes look at what goes into prepping meals. In this case, it’d be important to discuss the details of the recipe and provide viewers a tour of the kitchen.

Additionally, to increase video traffic and engagement, make sure to communicate with your audience when you’ll be going live. Set a date and time so that followers can watch as the video is being broadcasted.

Instagram Stories

Instagram stories allow you to share moments throughout your day and can be done with both video and photos. Using your creativity, add video snippets and/or photos to your existing story throughout the day. As a business owner, this is a great opportunity to showcase the day in the life of you. Show us behind the scenes of what makes your company so great. Because Instagram stories disappear after 24 hours and won’t show up in your profile or in the general feed, you don’t have to worry about overposting.

Cover Photos

Christmas came early: Facebook recently released the ability to change your static cover photo to video. The Facebook cover page is the most viewed area on your page. Therefore, this is a great opportunity to showcase your business.

Some things to keep in mind:

  • Videos must be between 20-90 seconds.
  • The suggested video size is 820 x 312 pixels.
  • The video will continue to loop.

The feature is in its early stages but is expected to roll out to a wider audience soon.

Out Of The Box

This requires a little more time and effort but the results are worth it: Get your team together and brainstorm ways you can showcase your business in an entertaining light.

For example, think about parodies, music videos, car karaoke, or what’s trending to get ideas flowing. There is no such thing as a bad idea.

One of our dentist clients did a music video to the song “Can’t Feel My Face.” The video received over 150,000 views and hundreds of comments from people saying how they hated the dentist but wanted to go to this one because they seemed so fun.

Start small with one of these ideas and slowly grow to include other video options. By incorporating video, you will see an increase in click-throughs, shares and retention. Lights, camera, action!

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4 Strategies for Keeping Your Social Media Marketing Efforts Safe https://businesscollective.com/4-strategies-for-keeping-your-social-media-marketing-efforts-safe/ Wed, 24 Jan 2018 13:00:34 +0000 https://businesscollective.com?p=52872&preview=true&preview_id=52872 According to the Mobile Marketing Association’s Mobile Native Advertising Report, mobile-native ads performed as much as 10 times better than mobile-display ads at a similar frequency. It’s easy to see why native is so effective: Social media gives us so much data that we’re able to serve tailored messages to very specific audiences, making those ads highly relevant to the viewer. More and more marketing agencies are getting savvy at social media marketing, and hundreds of firms specialize in the growing niche. With ever-increasing returns on investment in the social space, what could go wrong?

In a word: everything. Professional social media management is a serious game for both agencies and clients, and clients should beware of the pitfalls that come with poor choices. We’ve seen countless examples of prospects who come to us too late — when what they really need is crisis management, not social media management. Almost always, if the client or its agency had prepared for situations that arise when you open your brand up to public conversation on social networks, the issue could have been prevented. With that in mind, here are four crucial ways to secure your social media marketing and defend against both cyber security and brand integrity dangers:

  1. Ask about the agency’s security measures. How does the team choose passwords for your accounts? How do they limit access to those passwords among the team? On what devices will your social media accounts be open? When you hand over the keys to your social media accounts, you’ll want to make sure that precautions are being taken to protect against hackers or even unforeseen data breaches that can occur at the agency. We educated one of our client’s teams on how and when to get involved with their own account. Ask for training sessions and/or a written handbook so you’re on the same page about whether accounts can be accessed on-site, off-site, via mobile apps, via personal accounts, etc.
  2. Ask about the agency’s social media protocols. A professional marketing or advertising agency should have a written procedure for dealing with disgruntled employees, unhappy customers, foul language and other inappropriate content. At a minimum, the procedure should outline how quickly posts are removed, and/or how to report situations to you or your team for an executive decision. Not only should you be comfortable with their procedures, but you should also be comfortable with your responsibility to get back to your external social media team in a timely manner. Your online reputation depends on it!
  3. Ask for details. Don’t just stop at the salesperson or principals of the agency you hire. Instead, ask to meet the key member(s) of the social media team who are responsible for executing the work. In the conversation, ask the team to describe problems that have occurred in the past with other clients, and have the team describe how they were resolved. Remember that social media is an extraordinarily fast advertising medium: We once had a restaurant client whose happy hour post ended up on the Facebook page of a higher education client. Luckily, we spotted the post within minutes of it going live and were able to rectify it. Now, we have a “write-edit-proof-post-check” procedure that allows for catching those sorts of errors before they even happen. Those are the honest stories you’ll want to hear in your sit-down with the team.
  4. Monitor progress internally. You or someone on your team should be monitoring your social media platforms at least weekly. It will only take a few minutes to scroll through the posts and assess their response rates. We once had a client start a war about parking with their next-door neighbor, which the client played out on his own Facebook page (against our strong advisement to keep it private). Don’t meddle with the team you hired to manage your social media, but do check in at regular intervals.

One unfortunate phrase we hear from prospects is, “We don’t want to be on social media because people can say negative things about us for everyone to see.” The truth is, people are going to say negative things about you and your brand, anyway: You may as well be there to guide the conversation with a competent and effective social media marketing team. Ultimately, social media marketing and native advertising are vital parts of any comprehensive marketing strategy today, and there are still opportunities to be a first-mover in many industries. Plan carefully, and be sure to participate in the conversation.

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10 Best Ways to Get High-Quality Customer Feedback https://businesscollective.com/10-best-ways-to-get-high-quality-customer-feedback/ Mon, 22 Jan 2018 16:00:35 +0000 https://businesscollective.com?p=52856&preview=true&preview_id=52856 Question: What’s one method you use for getting high-quality customer feedback?

Follow Up

"Many, many more people are willing to give reviews than will actually bother to leave them. Asking nicely for them, usually in a follow-up email after service has been completed, works surprisingly well for generating reviews. No one is going to fault you for asking, and every new one is worth its weight in gold."


Use a Net Promoter Score

"Ask your customer the ultimate question: "From a scale of 0 to 10, How likely is it that you would recommend our company to a colleague or friend?" Followed by: "Why did you rate us that way?" It does not waste your or your customers' time and it is measurable, actionable and allows you to compare how you do over time."


Ask Them Often

"Ask often and in the right places. Remind customers about the ability to leave reviews across multiple platforms and at a variety of times during their client experience. For example, we send convenient email reminders for feedback after each tutoring session. "


Send Emails

"This is an obvious option, but it's often overlooked in favor of more contemporary approaches such as social media. Since the customer is communicating one-on-one, they're less likely to put on a show (as they would on social media) and are more likely to give quality feedback."


Ask for the Good and the Bad

"Every one of the 4,000-plus people who have travelled with us received a survey at the end of their trip. It's easy to fill out and explicitly asks them what was we did well, but also what we did not do well. Especially as a founder, it can be hard to ask people what they don't like about your company. But you absolutely must, because you'll learn the most from the tough love."


Get Feedback on Third Party Sites

"We are an IT company and ask our clients to leave feedback on third party sites like Clutch.co, Greatagencies.com, Upwork.com, and Appfutura.com. These sites call or email clients and get a thorough feedback and publish it online. They ensure that feedback is authentic and high quality. Once published online, our prospective clients can read it. In addition, we get video testimonials."


Connect With Key Customers

"Conduct both focus groups and one-on-one executive briefings for your key customers. We host ours over lunch so we can build enough trust and dialogue to cut through superficial feedback and really understand how to serve them better."


Use Anonymous Surveys

"We tend to shy away from social media for user feedback. It doesn't give us the metrics we're desiring to improve our business operations, and it can be an easy outlet for customers whom are vocal, but not necessarily constructive or helpful. Using surveys to ask specific questions has greatly improved our feedback loop and allowed us to improve our customer experience with much greater accuracy."


Ask the Right Questions

"It's important to get honest and helpful feedback from customers, but you have to pose the right questions. It's important to know what you're doing right as well as what you could be doing better. You can ask pointed questions in emails, phone conversations and on social media. You may have to prompt customers. Ask what they do or don't like about specific products/services."


Train Your Customer Service Team to Have an Open Dialogue

"We train our customer service team to have an open dialogue on incoming calls with customers. This allows us to get raw, unfiltered feedback that helps us improve our product."


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9 Mistakes You’re Making on Your Company Facebook Page https://businesscollective.com/9-mistakes-youre-making-on-your-company-facebook-page/ Fri, 19 Jan 2018 16:00:21 +0000 https://businesscollective.com?p=52833&preview=true&preview_id=52833 Question: What's one thing that I'm doing wrong on my personal or company Facebook page?

Trying to Be Someone You’re Not

"Everyone seems driven by the idea that their page should be filled with hilarious content to drive visitors. While I’m on a company’s Facebook page most of the time, I go there because I want to know more about the company and its practices. The right way to do it would be to use your Facebook page to show the personal side of your company. Work-in-progress pics are a great addition."


Not Staying Apolitical

"I never leave my political views on my business or personal Facebook page. I think it's is a big mistake if you do. It can upset your friends, employees or clients. Social media is for personal fun or building brand -- not for your political views. Also, a word of caution: Many apps and companies have access to your Facebook data who can then misuse it. Stay apolitical on Facebook."


Not Asking Questions

"Your company's Facebook page is not an outlet to simply make announcements. You have the opportunity to engage your community by asking questions and learning more about your customers and fans. This extends beyond just answering comments or messages. Go further. Ask happy users how they're using your product. Ask unhappy users what you can do better. People will see that you care."


Not Posting Accompanying Photos or Videos

"I'm still surprised to see many businesses and organizations creating a text post without an accompanying photo or video. Your company page must experiment with and include various types of photos and videos to improve reach and engagement on your Facebook page. In particular, Facebook native video receives higher reach than photos."


Forgetting You're a Business Owner

"On your personal page, you're sharing too much of who you are as an individual. The minute you opened for business, social sites became a platform for your business, and injecting personal views into your posts became off-limits. It may be a sad truth to deal with, but you cannot simply be yourself anymore -- not if you want to be successful and attract a wide range of consumers."


Neglecting Your Visitors

"The worst thing you can do is neglect the activity of others on your company page. Set a response time for comments on your posts, whether positive or negative. A quick response time has been shown to increase general trustworthiness. It adds an element of accessibility which translates to comfort with your company."


Forgetting About Making Sales

"While Google is more of a shopping mall, and Facebook a cocktail party, posting still needs to have an end goal of making the sale. Plan your content to offer value, but be focused on what you are eventually going to sell by using posts to identify problems, strategies for solutions, celebrations of customers, and special offers to those who are engaged on your page."


Not Making Your Contact Info Easily Visible

"Make sure your website, phone number or email is easily accessible on your Facebook page so prospects can find you. Pro tip: Include it in the banner image on your page -- don't just bury it in your description or hope that customers will Google you, because they won't."


Combining Your Personal Account With Your Business Account

"Keep your personal Facebook page separate from your company page. A company Facebook page should be dedicated solely to your business, and only relevant and promotional content should be posted. Make your company page easy for clients to navigate by keeping personal posts to a minimum."


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