Archive for the ‘Customer Communication’ Category
Friday, June 19th, 2020
As businesses slowly begin to open back up, many find themselves doing business far differently than they may have before the pandemic. Safety is top of mind. Not all customers feel comfortable at this point, interacting in person with the businesses they may have frequented without fear in the past. That means for many companies, a combination of in-store/in-person and online or socially distanced interactions. Many are operating on the fly, figuring things out as they go. But now may be an excellent time to take a step back and update, or create, a marketing plan to help you move forward more strategically.
Here’s some advice for doing just that: (more…)
Tags: Marketing, marketing during the pandemic, marketing plan, marketing planning, marketing strategy
Posted in Business Development, Customer Communication, Marketing and Branding, Strategic Communications, Strategy | No Comments »
Tuesday, April 14th, 2020
With millions of people out of work and countless businesses shutting their doors temporarily, or even permanently, many businesses are wondering whether they should maintain their marketing communication activities.
Our Advice: Yes, But…
(more…)
Tags: coronavirus, COVID-19, Customer Communication, Employee Communication, managing communications, pandemic, public relations
Posted in Brand Management, Client Relations, Content Marketing, Customer Communication, Marketing and Branding | No Comments »
Wednesday, April 8th, 2020
“How are you doing?”
It’s a question we’ve been reading and hearing a lot over the past few weeks. Chances are, unfortunately, we’ll be hearing that question for the foreseeable future.
How are you doing? It matters and it pays to ask.
Our clients tend to be consultants, publishers, agencies and very large organizations. The vast majority, while not always technically “essential enterprises” are still doing business, but not in the same way.
(more…)
Tags: Community Relations, coronavirus, COVID-19, customer relations, Employee relations, pandemic, strategic communications
Posted in Client Relations, Customer Communication, Marketing and Branding | No Comments »
Thursday, October 10th, 2019
Think your clinical staff members—primarily doctors and nurses—are the only ones, or the most important ones to impact the patient experience? Think again. Every single one of your employees and volunteers has an opportunity to influence the patient experience while on the job, and off. In fact, every single one of these individuals has the opportunity to influence patients’ choices when they are considering a new provider or care facility.
While on the job, and off. (more…)
Tags: brand ambassador, Brand Management, employee outreach, employees as brand ambassadors, managing customer expectations, media relations, patient expeience, pr
Posted in Brand Management, Customer Communication, Employee Communication, Internal Communication | No Comments »
Wednesday, September 18th, 2019
Have you ever pulled up a company webpage on a smartphone and immediately been asked if you’d rather load the content on the company’s app? It seems like businesses of all sizes have gone app crazy over the last several years. Google Play currently hosts 2.6 million apps and the App Store is not far behind with 2.1 million.
Many small businesses may fear falling behind on this ubiquitous form of customer interaction, but does your company really need to have an app? In an article for Entrepreneur, Thomas Smale discusses several factors to consider when deciding whether or not to spend the time and money to develop a mobile app. (more…)
Tags: content marketing, digital apps, digital marketing, marketing strategy, mobile app, mobile marketing
Posted in Content Marketing, Customer Communication, Internet Marketing, Mobile | No Comments »
Monday, September 2nd, 2019
It’s important for any business to know whether or not their customers are satisfied with the service the company is providing – the same applies for products, but we’ll focus on services here. Many companies ask customers for feedback to gauge their experience, and this can take many forms, including surveys and post-purchase emails among others. This feedback could be asking for a simple thumbs up, thumbs down or sliding scale review of the overall service, or it could ask more specific questions, focusing on different aspects of the service: timeliness, quality, likelihood to repeat business, likelihood to recommend to others, etc. (more…)
Tags: communication strategy, Customer Communication, customer communication management, customer relations, customer satisfaction
Posted in Business Development, Client Relations, Customer Communication, Customer Service, Uncategorized | No Comments »
Thursday, June 13th, 2019
by Justin Grensing, Esq., MBA
Earlier this year, an outage on Facebook, as well as its subsidiary services Instagram and WhatsApp, demonstrated that even the most sophisticated tech companies and social media platforms are not immune to technical challenges. In an article for Entrepreneur, Kimanzi Constable argues that the outage could hold some important lessons for content marketers and online advertisers. It wasn’t an isolated incident. Lately it seems that every week brings another outage—most minor, but all troubling.
“There is no doubt businesses lost revenue with this outage,” he writes. “For those who pay for advertising, their ads weren’t reaching potential customers. For those that rely on posting in their Facebook groups, on their personal pages and on Instagram, they lost revenue because they couldn’t use the strategy that they’ve always used.” So what should companies do from a strategic standpoint to prevent this kind of negative impact in the future? (more…)
Tags: avoiding communication blackouts, Brand Management, ensuring connections with your audience, online outages, protecting your brand, Social Media
Posted in Business Development, Customer Communication | No Comments »
Monday, January 21st, 2019
Customer communications management—or CCM—is a term that has been making its way into marketing and customer relations circles and conversations lately. But, is it something new, or just a repositioning of the same, classic approach to communication management that marketers have been using for years? Is this a term just used to apply to what is also known as digital marketing, or does it have an analog component as well? (more…)
Tags: content marketing, customer communication management, internal communications, managing communications, strategic communications
Posted in Content Marketing, Customer Communication | No Comments »
Tuesday, September 11th, 2018
Marketing is key to not only getting the word out about your products and services but also for convincing potential consumers that your offerings provide the best quality, best value, are the trendiest, etc. Influencers can be a huge benefit in this respect. Influencers are individuals or organizations that have the ability to influence the beliefs, attitudes and actions of others. An influencer might be a popular professional athlete who touts the efficacy of a particular shoe, supplement or clothing brand. Or it could be a celebrity who shows up on the red carpet wearing a particular fashion brand—one that carries your label.
These are examples of large-scale influencers. Small businesses typically don’t have access to such individuals unless by pure good fortune. But in an article for Forbes, Dinah Wisenberg Brin writes that some businesses have found success using “micro-influencers” to achieve similar effects, albeit on a smaller scale. (more…)
Tags: digital marketing, influencers, Marketing, micro-influencers, social media marketing, targeted marketing
Posted in Business Development, Client Relations, Content Marketing, Customer Communication, Influencer Marketing, Internet Marketing, Marketing and Branding, Marketing Communication, Social Media | No Comments »
Wednesday, September 5th, 2018
In an article for Harvard Business Review, Adam Richardson discusses the concept of customer touchpoints, which he broadly defines as “any interaction point between the customer and your brand.” If we think about this definition, it truly is quite broad, not least because it invokes the concept of the brand, which is itself extremely broad.
Does an online ad reflect on your brand? What about a discussion with a billing agent over a discrepancy on an invoice? While the answer to the first question is probably obvious, the second might seem like a stretch at first. But in truth, both are examples of touchpoints. And touchpoints have a direct impact on consumer brand perceptions. (more…)
Tags: brand audit, Brand Management, branding, customer communication management, customer touchpoints, effective branding
Posted in Brand Management, Business Development, Customer Communication, Marketing and Branding | No Comments »
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