• Its Time To ‘Face’ the Facts of Social Media

    On: April 22, 2013
    In: Uncategorized
    Views: 1118

    It goes without saying any more that your business should be connecting with customers and prospects on-line, but its difficult for people to connect with a corporate entity or make friends with a logo. So how can your business leverage the power of social media and build stronger customer relations?

    Put a face ogong show 03n it.

    Many successful brands seems to grow straight out of the personalities of their leaders, but most of us aren’t Steve Jobs or Richard Branson. There are things that anyone can do when presenting themselves as the ‘face’ of their company.

    Tell Your Story

    As important as product benefits are to your customers, they are far more likely to connect with your narrative. How your business was started, what you are trying to do, and what it means to people’s lives are the kinds of things that help build a great story. Merge this story into your marketing messages and connect your experiences with your customers’ goals. Larger organizations should have multiple ‘faces’ for different aspects, and everyone should be aware of the overarching story and how they connect to it.

    Be An Authority

    Social media is about networking, and you should be a valuable member to your networks. Use your skills and experience to share your message wherever you can. Creating videos, writing articles, posting on message boards and making your self available for interviews are great ways to boost your online persona and share your story. This will also build rapport and trust with your customers without pressuring

    them to buy anything. And this will pay off in the long run when they do need your company’s offerings.

    Take Your Lumps

    Joining in the online conversation about your company will inevitably lead to facing complaints from customers. Learn to take criticism with dignity. No matter how good your products are, and how responsive your customer service is, there will be someone who is dissatisfied. How you respond is more important than the complaint itself. Try to respond to their concerns and use the feedback to improve the experience for others.

    The vast majority of people check reviews before making purchases, and place much more trust in sites with positive and negative reviews. Request feedback from your customers — even offer incentives for it — and use criticism to improve your process. If a customer’s complaint is valid, respond privately and post a public response when any dispute is resolved. Other customers will appreciate your responsiveness with getting involved in a public argument.

    The online conversation about your company and products is going on every day, its up to you to become involved in this conversation on put the best ‘face’ on it.

    Read More
  • Bookwallah exports imagination

    On: November 11, 2011
    In: Uncategorized
    Views: 1127

    The Bookwallah organizationis trying to build and maintain libraries in orphanages  in developing countries around the world. But before they can do any of that they need to raise money.

    Working with the founders, the created an identity that was clean, professional and flexible across a number of media; but also reflected the endergy and the spirit of the organization.

    To learn more about Bookwallah and their work, check them out at www.bookwallah.org.



    Read More
  • Branding never stops.

    On: October 21, 2011
    In: feature
    Views: 2637

    Many people think that branding means having a logo, and maybe a tagline to go under it. But to us, branding is the summation of everything your customers see, hear and even ‘feel’ about your product.

    We like to think of it as your company or product’s lifestyle, the summation of mental connections your customers’ make about you. That said, most “branding” efforts are misguided, expensive and wasteful.

    Traditional branding (like institutional advertising and sponsorships) can build awareness, but ‘awareness’ has never sold anything. And amorphous goals like ‘brand affinity’ are difficult to measure and require a large investment of time and capital.

    So how should you brand? The short answer is ‘in everything you do’. Since your brand is a reflection of everything your customers think and feel, it should be part of everything you do. From your logo and packaging to your customer service scripts and on-line forms, it should all work in service to your brand. Nothing is too small to overlook and you should steer clear brand dissonance.

    If your brand is all about value, you might want to avoid the Jaguar cross-promotion. Environmental responsibility? You might want to rethink those plastic bags. These things are closer to your brand than any high-flown ad in a trade journal.

    Not to sound cynical or mercenary, but every nickel you have to spend on promotion should be put toward driving customer behavior. Why invest in trying to make people like you when you could be getting them to click ‘like’ on Facebook and telling their friends about you.

    Modern marketing is a two-way street, and you can build loyalty and ‘affinity’ by actually listening to your customers and investing in their continued support. Don’t tell them your focused on the future with an expensive mailer featuring soaring eagles, invite them into your process and show them your vision.

    The first step is to understand your brand, and just not the one you talk about it your annual report. Talk to customers, prospects and competitors (if you can) and try to get a feel for how you are really seen in the marketplace.

    Then find a way to involve  people in the brand. Invite input, reward cooperation and do everything you can to connect the best aspects of your brand with their lives.

    And, most importantly, don’t stop.

    Read More