Marketing Pilgrim's Reputation Channel

Marketing Pilgrim's Reputation Channel is sponsored by Trackur.

Does your marketing gel with your social customer service team? [infographic]

Not since chocolate met peanut butter has a partnership been as important as marketing and customer service. With social media playing an increasingly important role in customer service, does your marketing team work closely with your customer service folks?

 social-customer-service-marketersVia Sentiment Metrics

 

Nearly half of all consumers expect a customer service response within an hour

lithium impatient customersThere are companies with a team of dedicated customer service professionals whose job it is to monitor and instantly reply to all consumer queries.

Your company probably isn’t one of them. How can I make that assumption? Because I know that a large number of online companies are small businesses. Some a run by 1 person or a couple. Some are manned by an owner who also has another full-time job. These are the companies that can’t afford to lose even one customer, so attending to questions and complaints is even more important.

Trouble is, 66% of consumers in a recent Lithium survey said they expect a same-day response to their online request

  • 43% expect a response within an hour.
  • 14% expect a response in a lightning fast five minutes or less.

How to Become a Perceptive Listener

This post was drawn from the teachings contained in Duct Tape Selling – Think Like a Marketer Sell Like a Superstar by John Jantsch

Duct Tape SellingEffective salespeople have always been good listeners. But with today’s information overload, the art of listening has exploded in a way that requires salespeople to be able to monitor and filter what is being said, shared, written and reviewed, and also to identify what an opportunity looks and sounds like through the chaos.

Today’s salesperson must develop listening skills and use monitoring tools that allow them to stay in tune and add insight to the information clients, prospects, and competitors are sharing.

Online tools like Trackur are a powerful way to enable your listening routines, but you’ve also got to develop the human skill necessary to make sense of what you listening to.

Get Andy Beal’s new book Repped for just $0.99…but hurry!

repped-saleIf you’ve not yet bought your copy of Repped: 30 Days to a Better Online Reputation I forgive you. :-P

Now is your chance to right what is obviously a glaring omission and pick up the Kindle version for just $0.99! Amazon has Repped on sale until tomorrow evening, at which point the price will jump up and you’ll kick yourself for missing out on this great deal.

If you’re not a Kindle kind of person, never fear. You can buy a copy of the paperback at 50% off this week only. Just head to this online store and use discount code: N6LH5FGW

All joking aside, my sincere thanks to all those that have already purchased a copy, especially those that have shared their 5-star praise on Amazon.

Announcing Marketing Pilgrim’s social media & reputation management training program

Online Reputation Management TrainingEver felt like you need to brush up on your online reputation management skills? Do you have gaps in your social media marketing training?

Well, today I am launching a new exclusive training course that includes expert advice from Avinash Kaushik, Jennifer Cario, Greg Jarboe, Jeff Hasen, and myself. The new course is a join effort with the leaders in online marketing training, Market Motive and includes:

  • Video lessons and resources are all online and available 24×7.
  • 7 hours of training videos from a respected faculty
  • A curriculum organized into 8 structured modules.
  • 6 downloadable workbooks. Exercises. Progress quizzes.

In addition, if you sign up now, you’ll get access to an exclusive live webinar on April 29th: “Master Your Online Reputation Management In Just 60 Minutes.”

The sale doesn’t end at checkout: survey shows the importance of post-purchase interactions

accent positive impressionYou spend a lot of time, effort and money to get a new customer through the virtual door. Once there, you dazzle them with your unique products or ground-breaking services and they’re hooked. They add the item to the cart, complete the checkout process and you have their money. Yeah!

You’re probably ready to move on to the next customer but not so fast. In new survey by ACCENT Marketing, 86% of consumers said it was important to them that they have a positive experience after making the purchase.

For the average transaction, all a customer wants is follow-up. This could be as simple as an email with a tracking number so they know when their package will arrive. By why stop at simple and average. I was listening to a podcast this week with a magician who said the secret to his success was giving customers helpful information over and above what they paid for.

Win One of 3 Signed Copies of Repped: 30 Days to a Better Online Reputation, by Andy Beal

Repped: 30 Days to a Better Online ReputationAs long-time Pilgrims will know, I like to organize the occasional book giveaway–and we’ve given away some amazing books in the post.

I hope this one is equally of value, as I am giving away 3 signed copies of my new book, Repped: 30 Days to a Better Online Reputation.

In Repped, I walk you through a practical and actionable process for building, managing, monitoring and repairing your online reputation. It’s only been available for a few weeks, but is has already racked-up an impressive Amazon review profile.

If you’d like to be one of the 3 lucky winners, just leave a comment below. Three lucky readers will be chosen at random on March 5th.

Good luck!

Winners: Congrats to our 3 winners.