What Not To Do Online: Meltdown 101

Remember when you used to be able to get angry, air your opinion, and move on? Not any more.

In today’s fast paced world, if you take action before thinking, you could wind up in a whole lot of trouble very quickly.

As evidenced by a recent breakdown of a Scottsdale, Arizona company.What Not To Do Online Meltdown 101

Read here

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The owners of Amy’s Baking Company Bakery Boutique & Bistro were featured on an episode of Gordon Ramsey’s Kitchen Nightmares. The owners were too difficult to work with, so Ramsey dumped them before finishing the process. And that didn’t sit well with the owners. So they took to the online world to air their opinion.

And it quickly blew up into whole lot more.

Yelp reviews skyrocketed, and no one had anything good to say.

Reddit threads monitored the meltdown process.

Facebook reached out to tens of thousands of readers.

And the meltdown went on and on.

The problem with having a meltdown online is it’s there forever. No matter what you do, the meltdown will follow. Especially when it hits you in so many different ways.

People write about it on blogs. They report it on news sites. It circulates again and again. No matter what you do to try and erase the trail, it will exist forever.

Yes, it can quickly be the end of your business. And time will tell whether this company can survive this meltdown.

Yet for every online meltdown we witness, there are lessons to be learned. What can you do to avoid the same situation in your future?

Recognize “Damage Control” Situations

It’s easy to take a look at a situation like the one mentioned above and understand exactly where they went wrong. But can you recognize it in your own business?

No company will ever be completely immune to negative comments and disgruntled customers. There are always people that simply won’t be happy with what you say or do.

Yet the art comes in learning when to stop long before it becomes a problem. You’ve heard the phrase “friends don’t let friends drive drunk”. You may have heard “friends don’t let friends text while drunk (or angry, or emotional, etc)”. The same applies in any online application.

If you have a problem or a response to something negative, put down the phone, turn off the computer, and give yourself time to digest the situation to its fullest.

Ask yourself a series of questions.

  • What would happen if I said this to every customer I have?
  • What could I say to this one customer to defuse the situation?
  • Is saying nothing at all better than antagonizing the situation?
  • How would others feel in this situation?
  • How would I react if I read about this situation online for another company?

The longer you wait before you take action, the more you analyze it in different ways, the less “reaction” you will receive in the process.

Always Respond Appropriately

The first time you type the F word in response to a post, customer or other reviewer, you know you’ve gone waaaayyyy too far. No matter how you really feel, never, ever get into a shouting match online.

You’ll lose.

If you really are bothered by what others are saying, walk around saying and doing whatever you need to do to gain control. Cuss your head off. Scream your lungs out. Punch the pillow on your couch. Do whatever it takes to get out your anger. Just don’t do it online.

Any response you ever give online – ever – should be positive, professional and appropriate. Anything less will only make the situation worse.

Be Ready To React

After you take the time to calm down and look at the situation through different eyes, sit back and observe the behavior. If left unfueled, your customer (or the one that started the online fight) should calm down as well. They won’t go on and on if there isn’t a counterpoint. And with only one side of the story being told, very few people will join in on the argument.

If you aren’t feeding the fire, things should die down quickly.

Then you can start in with damage control.  Look at what caused the situation in the first place. Did an employee misstate information? Did a customer not understand your policies? How can you change the situation? Do employees need further training? Would a FAQ page on your site provide needed content?

Learn from your mistakes and move forward. This too shall die down. Give it time.

Here is the full show :

Fired Amy’s Baking Company Waitress Shares Story on Reddit

 

Should You Care About Social Media in 2013 and Beyond?

Just a few weeks left in 2012. Time to start thinking and planning for 2013.

While I’m sure social media in some way is a part of your marketing plan, how big will you make it in 2013? Will you be doing what you’re doing now? Or will you be doing even more?

“The ROI of Social Media is Your Business Will Still Exist in 5 years.”
- Erik Qualman

Yep, that’s the reality of social media. If you want to be in business 5 years from today, you had better plan on incorporating social media into your marketing – big time.

Why? Tomorrow’s consumers are growing up in a social world. They won’t just use it; they’ll live it.

Kindergartens are learning on iPads, not chalkboards.

And of course parents – being good parents of course – understand this is the world their kids will live in. So they’re trying to keep up as fast as they can.

69% of parents are “friends” with their children on social media.

But all of that isn’t the biggest takeaway I took from this video.

Think about that for a moment.

As people increase their knowledge, multitask, and find new things to do, they head to Google to find out more about it. New things are developed all the time  – 6 months ago, you would have had no need to type in things like “How to use Microsoft surface keyboard”. A year ago, a search for “creating a motivational Pinterest board” didn’t exist in most people’s minds.

Yet today, Pinterest receives over 16 million searches every month on Google.

Yep, that’s how fast things change.

As technology changes, so does the way people use technology. And its not just in new areas. Your business is being affected every day as well.

Whether you are selling insurance, fixing cars, or promoting a band, the way you reach out to your potential customers is changing every day.

That’s why blogging is so important. That’s why using social accounts like Facebook and Pinterest are so important. Its not just about “chatting” with people. Its about using the accounts in the correct way – a way that will leverage what you do and bring in customers and profits on a regular basis. Its also about providing the necessary content that’s relevant to both your readers and to people searching for you in Google.

 Dig Deeper: It’s The Easiest, Most Profitable Way To Talk About Your Small Business

If you stick with the old methods, you’ll be left behind. Remember:

“The ROI of Social Media is Your Business Will Still Exist in 5 years.”
- Erik Qualman

Longevity Of Blogging And Why It Matters

You start up a business.

You understand the only way to make it succeed is to market it.

So you choose a marketing method. Let’s say its an advertisement in a magazine.

You spend the time putting together the ad, work with a graphic designer to make it professional, and wind up giving it a try by signing a three month contract.

It runs for three months, yet little happens. You get a phone call or two with inquiries. And maybe even one new client – a small one. But it really didn’t bring in the thousands you had hoped for, so you drop the ad. It didn’t work, right?

So you move on.

You try the yellow pages for three months. Same results.

You try a postcard. Same results.

You try radio. Same results.

And your dreams of running a great business soon die as you simply can’t pay the bills. You just don’t have the business coming in that you had hoped for.

This is a common scenerio in the world of small business.

And while hopefully you see the problem with this type of marketing, in many ways that same understanding doesn’t transfer over to the online world.

The problem I described above all comes down to longevity.

Its proven it takes on average multiple messages before a potential client notices you,  8+ times depending on what you are selling.

Different people are at different points in the sales cycle, and are looking for different things. Some people are just starting their research; others are ready to buy. When they first notice you, they have to build up the trust factor. By seeing your name again and again, that trust grows.

But the problem comes in creating a marketing cycle that is too short for recognition. You put time and energy into building the marketing tool, only to cancel it right when people are beginning to take notice.

For the three months in the magazine example, a person may have looked through each magazine once or twice – which may mean they’ve seen your ad three to six times depending on if they were looking for it. And right when they begin to notice it, you pull the ad and its gone.

The same applies to the Internet.

Many companies today hear about the benefits of blogging. So they work with a designer, build a blog, invest in graphics and images, put it all together, and start blogging. A company blogs a few times, has trouble writing, so they put it aside not knowing what to say.

This is like buying a box of postcards, but leaving them on your desk because you don’t know who to mail them to.

Then they invest in ghost blogging. Someone else comes to the rescue and begins to blog on relevant topics and keywords exclusively for their blog. They blog week after week. Google starts noticing and the blog begins to rise out of the sandbox. The posts start attracting attention and move into position under a variety of keywords. The content is good, so multiple other sites and blogs start noticing and connecting to it. Traffic starts coming, and things start happening.

Yet in three months, the company may or may not have a new client. They are beginning to attract attention online, but it might not have converted to a new client yet.

Then the owner evaluates, finds no clients have come from the blog, and they cancel the service.

Without fresh content, the blog quickly dies. Google won’t post it if its not supplying fresh content into the search engines. Other sites and blogs won’t reference it if its not current information.

And the owner sadly thinks “one more thing didn’t work”.

Yet blogging actually has more benefits than traditional marketing.

With an advertisement in a magazine, it works as long as someone reads that magazine. The majority of people read that magazine when its delivered, with readership dropping off substantially when the next issue arrives.

Yet with blogging, new posts actually increase the readership of your previous posts. As your blog becomes more popular, when they enter your site, they stick around and click to read more. Meaning your old posts have just as much pull as you new ones.

If you’ve been blogging for a year at once per week, that’s 52 posts. Its easy to connect them to go more in-depth and continue building on your content. And if they each provide content on a different keyword – a different topic – you also have the opportunity to come up in Google search results multiple times, depending on what people search for.

Blogging isn’t a get rich quick marketing method. You can’t blog a handful of times and expect huge results.

But if you commit to it and continue blogging month after month, you will see results over time.

Some of our clients that “get it” have been blogging for years. They have hundreds of posts, all helping them gain attraction in both Google and other online resources every single day.

It works if you keep doing it. Whether you blog yourself, or hire a ghost blogger, it is the one marketing method that will increase substantially the more you do it.

Why You Should Be Using Pinterest For Your Creative Business

Just when you think you have Facebook and Twitter figured out, along comes another site you simply can’t ignore.

Pinterest has been a major player in the marketplace for the past few months, and with good reason. Pinterest is a social site that calls themselves a virtual pinboard. It allows you to organize and share all of the beautiful things you find on the web. People use pinboards to plan their weddings, decorate their homes, organize their wardrobe/closet, and find favorite recipes. They use it to find interesting ideas and to share different things they love, for both home and office use.

Yet Pinterest is more than sharing information – its about sharing things in a visual way. The image attracts attention and makes people want to share. The more they share, the more exposure you will receive.

If you haven’t had a chance to check out Pinterest yet, now is the time. Use these ideas to set up and draw attention to your business.

Dedicate time

One of the key ways to make Pinterest work for you is to dedicate the time to make it work. If you’re active, others will notice and share what you pin. Its not like Facebook where newsfeeds can quickly get overwhelmed. You can dedicate even just a day or two with a few minutes each and quickly find a following. Start by following a few movers and shakers to see what they do. Then build contact and let the fun begin.

Keep it simple

Pinterest is attracting a heavy female audience. Its easy to use and because its visual in nature, you can quickly scan things and find something to share. Every board is set up in the same way, giving it a clean, uncluttered look. And every pinned photo includes a link back to your site, which can help boost the page views and attract attention to any specific post or content you desire.

Share the love

People have preferences for where they spend their time. If they love Facebook, they probably won’t dedicate a lot of time to your Twitter feed. Yet when they recognize a site and learn you have an account as well, they will quickly look you up and follow. Create Pinterest logo links from your blog and let people know where you are active.

Understand your demographics

Is Pinterest a place for you to attract potential business? Do a little research before you begin spending time developing your pin boards. Pinterest is very visual and highly concentrated in the female marketplace. If you have things to share visually – photography, art, weddings, fashion, decorating, crafts and more – it may be a place to explore. Make sure you understand what you will be promoting and what your overall goals and plans are for developing boards.

Its not about you

I’ve been to great profiles that have amazing boards. Most are themed in precise ways so people understand immediately what they will be looking at. Some things are about their businesses, yet most things are linked all over the web. What makes them great is they realize people want tips, resources and ideas related to your concept, yet don’t want to be overwhelmed with a sales pitch, no matter how subtle it is. If you have great advice, they will be back again and again.

5 Steps To Making LinkedIn Work For You

What’s the best social media platform for you? It depends on your business, and who you are trying to reach out to.

If your client is corporate, it may involve LinkedIn. While LinkedIn hasn’t zoomed to the top like Facebook in recent months, its still a platform used my millions of business people all over the world. Its set up exclusively to connect with other business owners, and provides you with everything you need to find connections, prospects and clients.

If you haven’t looked at LinkedIn in a while, head back over and give it a try using these five steps.

Step One: Build A Dynamic Profile

If you’ve ever created a resume, it’s easy to assume your LinkedIn profile should resemble your resume. Nothing could be further from the truth.

Take a moment and think about how people would search for you. Would they search for President of ABC Company? Or would they search for your type of business or niche: product photographer or retail marketing expert for instance? Keywords are important in the online world because people search by keyword, not by business name. You can also be found in a variety of ways, including on LinkedIn and on sites like Google.

Make sure you fill out a complete profile, and make it as detailed as possible. Put in a professional portrait of yourself – not your business logo or a photo of your dog. People want to connect with you as a person, and build a relationship before they take the next step. A professional photo gives you more credibility, and helps people visualize doing business with you. [Read more...]

Social Marketing – Are You Spending Your Time In The Right Places?

The world is a buzz with the networking site Twitter. Yet is that the place where you should spend your time?

Just like any other marketing tool, Twitter will only work if that’s where your prospective clients are.

Today I was reading through a new report put out by Edison Research and Arbitron, The Infinite Dial 2011: Navigating Digital Platforms, and noticed some interesting things.

Right now, Facebook has reached majority, meaning that more than half of the US population now uses Facebook on a regular basis. In less than 3 years, it has grown from an 8 percent to a 51 percent usage. So if you are trying to reach the average consumer here in America, its pretty safe to say that you can do so through Facebook.

One in five Americans report that they have visited social networking sites several times per day. And one in four users state that they are following brands or companies in addition to their online friends.

It’s hard to ignore those facts. And it’s hard to run a company, and not know Facebook is the place to be to reach out to target marketplaces.

But what about Twitter?

This same report states that while 92 percent of Americans have heard of Twitter, only 8 percent say they have ever used it.

One of the biggest reasons I think the gap between those who have heard it and those who have actually used it is so high is because Twitter takes a bit more to understand.

When I mention Twitter to a room full of people, I will undoubtedly get the question “Why do people care what I eat for lunch?” The common misnomer about Twitter is you report what you are doing. Twitter is more than that; it’s about communicating, building relationships, and building your expertise.

But if your client base doesn’t get it, no matter how much you Tweet, you’ll never reach them.

1. Start by finding out where your clients are.

2. Look towards the future. If statistics show on social platform growing, put your time into that platform.

3. Watch your results. If you see action, keep it up.

4. Try new things. Just because statistics show something is falling off doesn’t mean its not right for you. If you have the time, try it. Then monitor your results, and continue doing what works for you.

So You Like FourSquare

Have you caught the FourSquare bug?

FourSquare is a mobile application that lets you checkin anywhere around you. From your local gym, to a movie theater, to a restaurant – even the Apple store, you can checkin just about anywhere.

And if you checkin enough, you can unlock badges, specials, and even become the mayor of your favorite place.

Why FourSquare? It originally started out as a way of finding cool places to go in an area that may be unfamiliar to you. Co-founder Dennis Crowley was planning a trip to Scandanavia in 2008, and grew frustrated after a Google search gave him random and non-useful results. He reached out to friends to ask for travel tips and recommendations, and received some amazing tips. So an idea for an application that would allow users to share facts about locations in a gamelike format was born.

Sounds great. But is it really something that can make the long haul? Is this an application that will be here a year from now?

Maybe so. You just have to think outside the box for a while.

Let’s say you are in the travel business. Why not build up your own channel of tips to locations you feature? When someone checks in, they will receive your tips?

That’s what the History Channel started up as a way to promote sites they use in their programming. Instead of random tips, you’ll actually receive historic tips put out by their historians. The more you uncover, the closer you’ll get to unlocking the Historian badge. And you can learn a variety of interesting facts along the way.

Or how about if you host an event? SXSW may be off the charts compared with your event, but it’s a great way to come up with ideas for your own. What if you used the app to bring people together? Provide tips about the local area, what to see and where to go.

I think we’re going to be seeing a lot more of FourSquare in the future.

Does Social Bookmarking Still Work?

A few years ago, the rage was social bookmarking. Sites like Digg, De.licio.us, and others were used to store, organize and share their favorite bookmarks or web resources. Not only were they a great way to organize your own data, but they could also aid in bringing a significant amount of traffic back to your site as well.

Things have changed. The sites we are using and the way we are using them have changed. Does that mean social bookmarking has changed too? And does it still work enough that you should pursue it as a means of generating traffic?

One of the things that made these sites so powerful was for SEO purposes. When a site was listed on Digg, which was high up on the PageRank scale, your site could expect to receive some of that love through the link listing. In 2009, Digg and other social bookmarking sites began to use nofollow links, meaning Google would no longer track them or rank them, thus reducing the power of the connection.

And if there is no connection, why use the system? Which is why we’ve seen a heavy fall off from using these more traditional sites.

Unless they have more to offer.

A site like StumbleUpon is technically a social bookmarking site, yet offers its users more than just bookmarking – it’s become an experience. Have someone StumbleUpon your site, and you could instantly receive more traffic.

Use BizSugar For Small Business Social Bookmarking

When you think social bookmarking, you think Digg and De.licio.us. They are the big names, and the sites that have made the biggest names within this category. Yet just like every other category, the biggest doesn’t necessarily mean it’s the best for your business.

If you fall in the small business category, and provide news and tips that appeal to other small businesses, give BizSugar a try. BizSugar is a small business focused social bookmarking site that provides categories in the marketing, finance, franchises, global business, legal, management, technology and startup categories. The top voted stories receive front page status, and can usually wind up on the front page with 20 to 30 votes, or sugars. Readers also have the ability to send a post to Twitter, Stumble Upon, Delicious, Facebook, Google Buzz or Blogger, or email it to a friend.

Like other social bookmarking sites, you have the ability to create a profile, including photographs, links to your website, RSS to your blog, and links to other social networking sites. Once your profile is built, you can begin sharing news, adding friends, commenting and voting on other stories, and building relationships with other BizSugar members.

The best way to see if you are a match for the BizSugar community is to head over and take a look around. Start by looking at today’s top stories on the home page. You can click to top stories yesterday, over a 7 day period, 30 days, and past year. Also take a look at the hot topics to see what’s trending now.

Once you have a good idea what’s being submitted, and what people enjoy, start submitting.

State Of The Blogosphere 2010 – A Look At How People Are Using Blogs

Every year I participate in Technorati’s State Of The Blogosphere survey, and analyze the results to see how others are using blogs.

Some key highlights this year:

  • 25 percent of all bloggers are engaged in mobile blogging, with 40 percent saying it has changed the way they currently blogged
  • 48 percent of bloggers believe that more people will be getting their news and entertainment from blogs in the next five years than from the traditional media
  • 64 percent of all bloggers remain hobbyists, and blog mainly to express their own personal views
  • 81 percent of bloggers have been blogging for more than 2 years, and have on average 3.5 blogs
  • 11 percent are now saying that blogging is their primary income source
  • 56 percent of bloggers use Twitter, and 87 percent have a Facebook account. The most common reason to have one of these accounts is to promote their blogs.
  • 75 percent of mommy bloggers use Twitter. 56 percent of mommy bloggers say Facebook is more effective traffic driver than it was a year ago.
  • WordPress is the most popular blog platform
  • 90 percent of bloggers use some form of multimedia on their blogs, with photos being the most popular form
  • 48 percent of bloggers receive fewer than 1,000 unique visitors per month, and 2 percent receive more than 100,000 visitors per month

What are my takeaways, and what should you be looking for in blogging?

Mobile devices will be the new way of blogging and looking for information in the future. While the numbers are low today, people predict blogs to be the major source of news and entertainment within five years, which also means they will be accessing it from the tools they use the most – which is their mobile devices.

From the rest of the data, I still see blogging as a relatively new and untapped marketplace. Very few are deriving much traffic from it, and fewer still are deriving income from it. This will change. As more people learn to use these tools in effective ways, we’ll see greater numbers of people catapulting in both areas.