There are many reasons why customer service is important to your success as a company. The main reason is customer service can cost you repeat and future business if it is bad. No matter how niche your business may be, with the whole world online, competition is fierce. It only takes one bad experience, no matter how trivial, for a customer to look elsewhere. Fortunately, there are many preventative measures you can implement online to help your customers resolve issues and improve the level of service you offer.
I know what you’re thinking: “Oh great, not another social media website that I have to manage!” Yep, that was my reaction to Google+ when it was released last year too. Regardless, I did my part as a web professional to set up an account shortly after it was introduced in order to familiarize myself with it. […]
I hope you’re not superstitious, because if you are, you may not like this post. I’m not superstitious, although I am writing this blog post on the 13th of January – and it is a Friday.
Friday the 13th is a scary day to many people, but not to me. However, what IS scary to me is the concept of “design by committee.” I get chills down my spine whenever a client or potential client refers to needing to have their committee review all design layouts. I’m going into my 13th year with NetSource, and in all of these years of experience in the development of hundreds of website projects, I have never seen a project benefit from “design by committee.” […]
Years ago I was babysitting my nephew. He was sitting on the floor in his diapers with a boatload of toys and I was sitting on the floor next to him doing my best to entertain him. I noticed that whatever toy of his I was playing with he wanted. He’d reach out his little hand for the toy I had, dropping his current toy in the process. Doing what any good and caring uncle would do, I decided to experiment on him. I started picking up random items nearby and playing with them like they were really cool toys too.
“Brrrrrrrr! Bam Bam Bam!” I exclaimed as I made a rolled up extension cord fly by like it was a fighter jet. Sure enough, the little hand reached out to grab it, dropping a perfectly good Star Wars X-Wing fighter in the process. It wasn’t long until I had 2 more Star Wars toys and a Buzz Lightyear figure that shot laserbeams from his wrist while my nephew had various cardboard boxes and an old shoe to play with.
We are naturally inclined to reach for whatever the next big thing is. Right now, social media is that thing, and for the most part, it is worth reaching for. But what shiny toys might we be dropping in the process? Likely it is email marketing. […]
Last month I had the extreme privilege of being selected by NASA to report live at the launch of STS-132, the last scheduled mission for the space shuttle Atlantis. After a thorough screening process I was issued press credentials and allowed 2 day access to the historic NASA Launch Complex 39 Press Site next to the Vehicle Assembly Building where they prep the shuttles (and the Apollo Saturn V rockets back in the 60’s and 70’s), put them on a giant crawler and move them out to the launch pad. The funny thing is: I’m not a reporter. But here I am at the final launch of Atlantis with news crews and media outlets from around the globe. I’m meeting astronauts, NASA engineers and getting up close and personal viewing at the launch pad where Atlantis proudly stands getting final prepping for launch. How did I, a non-reporter, manage to trick NASA into giving me press credentials for a shuttle launch? It’s simple: Twitter.
We all know about Twitter and Facebook – how could we not as they have been beaten into our brains over the last year. Most of us are likely fatigued from the overload of media attention they have generated – Facebook this, Twitter that. Yet if you use these tools to help promote your business, you know the importance of keeping up with any news related to these two social media giants.
On a smaller scale, Twitter and Facebook are not the only games in town to pay attention to as there are newer players on the social media field. These newer players are helping to define the future trends in social media and networking. Here are 4 trends to watch and the web apps that are behind them: […]
Google is huge, no doubt, but one area they have struggled is in establishing a social networking platform to connect their huge user base. The more time users spend with Google – the more opportunities for Google to monetize off of them. Granted, they have a lot of cool and free tools to play with, but there is a reason Google Adwords appear in your Gmail inbox. Having a social network that users can hang out on for hours at a time is the big nut Google hopes to crack, and Google’s primary social networking nutcracker for the last few years has been Orkut.
Now that the hype has settled and the new website smell has faded, let’s take a look at Twitter and how to maximize it’s effectiveness via third party Twitter tools. These tools come in various forms; from websites, desktop apps to mobile phone applications, there are many ways to get your tweets in order.
This has been a busy year so far for companies trying to get noticed. Now I can understand with the recession that there is cause for concern and more reason to bring attention to your business. But attention alone doesn’t make a customer suddenly what to do more business with you. There is something to be said about familiarity too as well as what kind of attention you bring to yourself.
So, you’re still thinking this whole blogging thing is silly? Yet you want your website to rank well and bring a lot of visitors to your website?
If these two statements apply to you, then truth be told, you’d be silly not to consider a blog. […]
Yep, that is my predicition.
In 2009, while our economy continues to slug along, those that do a good job of marketing themselves online stand to have a very good year. We’ve all probably heard stories of how a lot of people became rich during the Great Depression – because it is true. Those that keep their eye on the ball when everyone else is distracted will continue to hit home runs – it won’t be as easy as it was before, but it will still happen.
Markets are shifting right now. While mainstream for quite some time now, the internet is now starting to subplant other channels of distribution and marketing. Newspapers are struggling, some either are, or are planning to go to internet-only distribution. Video, which had the exclusivity of TV delivery, is now more popular than ever online (even traditional TV’s might be hooked up to a PC or Apple TV), Google searches are replacing Yellow Page look-ups, users are carrying around internet-enabled cell phones loaded with mobile apps that connect to their online accounts, businesses are advertising online with pay-per-click advertising. While lower than before, the spikes in gas prices over the last few years has more people getting used to the idea of staying at home where they can spend more time surfing the web. A new generation is growing up not knowing of a world prior to high-speed internet. Social networking is redefining public relations for major companies and public figures.
There is a fundamental shift that is taking place – while we thought we have already seen the impact of the internet on our lives, we are now realizing that the last 10 years was just a slightly advanced stage in it’s infancy. A major growth spurt is coming in 2009 and a lot of companies that thought they had a “web presence” are going to get left behind, while a lot of companies that are “plugged in” to the coming changes will reap great rewards.
So, what are the nutshell nuggets of knowledge to pull from all this?
First you can’t be just a “web presence”. You can’t be “static” online. You can’t think of a website as the beginning and end of your online efforts. Sure, it has worked in the past, and in many cases working still. But at some point it no longer will.
Second, change the way you think about the internet – almost consider it a parallel universe. 20 years ago, they called the concept “virtual reality”. It made a lot of buzz but died down as the real world realities of the internet’s limitations at the time softened our vision of this “cyber-space”. Now we are seeing virtual reality slowly coming about. Sure, it’s not a funny headset and Tron-like graphics, but the internet is becoming another place that we exist, or more importantly, where your customer’s exist. They are not just hopping online to do a quick search with a keyword phrase to find your product or service and then signing off, they are living much of their life there. So, you will need to be “plugged in” to where they are, what they’re doing and how to get their attention.
We are already seeing this shift in our business. We are not a website development firm anymore, despite my old-habits-die-hard habit of calling us that. We are actually an interactive agency now. Developing the site for your web presence is no longer the beginning and end of our involvement. Throughout 2009 we will be asked to build the “main” site, setup the blogs, create sub-sites, recommend lead tracking solutions, secure advertising, handle marketing campaigns, develop a social media strategy, manage company brands, oversee public relations, broadcast online call-in radio shows, produce video, write copy, record podcasts, program applications, create training materials, research keywords and provide consultation services.
By being prepared for changes in 2009 as the internet leaves behind it’s infancy, you can be a part of it’s growth spurt.
There is a book in our office that has been required reading for all staff members for the last 3 years. This book is called “Don’t Make Me Think” by Steve Krug. The book is about usability of website design and how you don’t want to have your site visitors have to think when they visit your website. There should be a clear purpose to the site that spells out to the site visitor what you want them to do next, whether it is to fill out a contact form, buy a product, pick up the phone and call you, request a quote now, search for a dealer in their area, refer your site to a friend or apply now.
The book is deceptively simple and most of the information in it seems so straight forward and obvious, because… well, it is. It is a clear message that doesn’t require thought and offers examples of how to enact better usability on your website, or websites you produce.
It is easy to get caught up in the message of your site without thinking about how that message is being received by others. Sure a 5,000 word dissertation on what your product does can be informative, but it can also be overkill, or even boring and not worth the time of a busy internet suffer who is just trying to determine if your product can provide the particular benefit they are looking for.
When you are the provider of a product or service it is easy to be too close to the message – too “in-the-know” to be able to see how the site is coming across to others who are not “in-the-know” on your product or service. Maybe usability testing is something you should consider. This is basically a test audience who does not know your company and it’s products or services. Let them navigate your site and see if they get it as quickly as you think they will.
Usability studies can be as simple as inviting a trusted friend over to try out your site and give feedback to doing a full fledged study with hired testers, video taped sessions, surveys and reporting. However you do it, do at least something so you have good, third-party feedback on your site.
Most importantly, think of your call-to-action – that clear purpose to the site that spells out to the site visitor what you want them to do next. Make sure your call to action is ever-present, on every page, reminding your visitors what you expect them to do next. Sometimes a little redundancy is ok.