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#1 Secret to Word-of-Mouth: make me popular.

Read more about : (matching categories Word of Mouth Magic )
Posted by User ImageBolaji Oyejide,November 22nd, 2008

Welcome to Customer Flypaper, if you want to be notified the next time we post a tip sign up for email alerts or subscribe to our RSS feed. Thanks for visiting!

Want me to talk about your business?

Make me popular.


Make people like me.

Make people appreciate me.

Respect me.

Admire me.


Make people see me as an authority.

A valuable resource.

A funny guy.


Make me the first pick, when kids in class are picking teams.


I don’t care what you’re selling.

Make me popular. And you won’t be able to shut me up.


It is SOOO not about you. Or what you’re selling. Or your profits.


It’s SOOOO about me.
My self-image.
My personality.
My attitude.
My friends.
My tribe. And what we care about.


Raise my profile.

Elevate my status.

Give me something to brag about.


And I’ll become your customer evangelist.


Any questions?

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Think Your Buddy Can Build Your Website?

Read more about : (matching categories Its The New Media )
Posted by User ImageJohn Easton,November 21st, 2008

If your nephew, brother, uncle or even your graphic designer friend has a flair for the creative don’t let price alone motivate a decision to have your buddy build your website. Sites like Amazon and eBay will probably never win design awards but they arguably transact more business online than any other web property due largely to their development team’s understanding of customer behavior, wants and the underlying technology driving site functionality.  That said; ask yourself the following questions before you let a price break motivate you to set Uncle Luke loose on building the website that just might be your prospective customer’s first introduction to your business.

  1. What problem does your website solve?
    Sites designed for selling products, generating leads or simply building awareness are all different animals and the design and driving technology behind the scenes are different.  Your chosen website development provider should be able to understand what your customers need and want and be able to help you think through how to best fulfill these needs online.
  2. What is the right technology to use?
    Graphic designers usually fall victim to this scenario.  Designing the site’s look at feel (creative) is a completely different task than inserting and activating the mix of navigation, links, site measurement tools, search engine hooks, database drivers, etc.  Creative types often don’t have much or any depth of knowledge with the enabling technologies and rely on shrink-wrapped authoring tools like Dreamweaver, Microsoft’s Front page, etc. to generate the facilitating programming.  In addition to integrating the right applications, the site must function properly within an ever growing universe of browsers and operating systems.
  3. How will I update my site?
    While your unemployed nephew might be very excited about the prospect of making a couple hundred dollars to get your site up, what happens inevitably when you need to make a change?  If he has the time to do it at all, chances are your critical site change will be on the back burner competing against other priorities in his life (new girlfriend, baby, new job, etc.).  A competent provider will be able to create a user-friendly content management system so that you or a staff member will be able to make most changes.
  4. How will prospects discover my site?
    While there are many online and offline strategies to get visitors to your site most are outside the scope of the actual development process. The short answer is Google or some related search tool.  In order for your site to be search engine sticky it has to be outfitted with a number of hooks in order for the site to be found and for your site to rank high in search results (meta tags, meta descriptions, search keywords, friendly URLs, frequently updated content, etc).

If your nephew is a bang up designer, skilled in multiple web coding languages, understands site usability, regularly implements search engine optimization schemes then by all means employ him. This is not a bash against family support or budget control but the message is intended to help you diminish risk by asking the right questions up front to ensue that your site meets its intended business objectives.

———————-

John Easton is a recovering corporate executive turned entrepreneur. Through his company, Eastonsweb Multimedia, John helps businesses attract the best customers using video, web and multimedia tools.  You can view his newsletter editions and subscribe by clicking here.

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Another Thing That Leads To PR Failure: Not Grounding The Private Jet

Read more about : (matching categories Lets Talk Marketing )
Posted by User ImageKristina Hill,November 20th, 2008

Jet A few days ago, I wrote a post called “6 Things That Lead To PR Failure.” In the post, I gave tips on how to avoid common pitfalls that derail PR efforts. You can read the entire post here .

In light of the outrage over the big three auto CEO’s flying into Washington DC on private jets - to ask for billions of dollars in taxpayer money – I have to add that another thing that leads to PR failure is not grounding the private jet.

Now granted, most small business owners are not jet-setting around in private planes. But, the concept of “grounding the private jet” connects to the bigger picture of not letting consumers think that you’re up here, and they’re down there, when marketing and communicating during an economic downturn. The most important thing that you can do in your sphere of influence is to let your customers know that you feel their pain.

In the current climate, image is everything. Take care of your customers during the hard times, and they will be with you on the other side.

————————
About Kristina Hill

An expert in marketing communications, Kristina Hill provides integrated marketing consulting services to small and mid-sized businesses through MarComm Creative Group, LLC. The business offers an array of services, including: public relations and media relations; advertising planning and placement; integrated marketing plan development and execution; and writing services.

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“The Matrix” runs on Windows: Word of mouth from the anti-tribe.

Read more about : (matching categories Word of Mouth Magic )
Posted by User ImageBolaji Oyejide,November 20th, 2008

These days, it’s cool to not be in the Windows Tribe.


By now, you must have seen the plethora of “I’m a Mac… and I’m a PC” commercials. Unfortunately, in its quest for World domination (90+% market share)… Microsoft has sacrificed quality and customer service.

Over. And Over. And Over. Again.

It’s not ALL due to an evil conspiracy to take over the world. :) A huge part of it is the fact that they can’t build new versions of their software from scratch. They have to use all that OLD, BUGGY code from the last version, and add to it.

Can you imagine building your new house on top of your old one? How sturdy would that turn out?

Here’s a viral video from CollegeHumor, that spoofs the Matrix movie (quite well, I might add), and takes shots at Windows at the same time. If you get the jokes, you’re probably in the anti-Windows tribe.




The moral of the story:
In your quest for success, keep profits a close second to meeting the needs of your tribe.

The other moral of the story:
If something isn’t working, have the courage to scrap it and start from scratch.

It hurts a lot more in the short run.
But it pays off a lot more in the long run.
Ask Microsoft.

After all, bad news travels faster than good.

And negative word-of-mouth is the baddest news there is.

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Get Your Blog LinkedIn

Read more about : (matching categories Its The New Media )
Posted by User ImageJohn Easton,November 18th, 2008

 

Video thumbnail. Click to play 

From project collaboration to tracking the travel habits of your network contacts; LinkedIn, the online networking community recently launched a suite of applications to enhance member profile pages.  During a call today one of my blog partners raised the question, “how can we link the Customer Flypaper blog to our LinkedIn profile?”  Instead of answering the question directly I thought to share the video above for anyone wanting to link a blog to their LinkedIn profile page.

How do you like the new LinkedIn apps?

———————-

John Easton is a recovering corporate executive turned entrepreneur. Through his company, Eastonsweb Multimedia, John helps businesses attract the best customers using video, web and multimedia tools.  You can view his newsletter editions and subscribe by clicking here.

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Grant Writing Tips You Shouldn’t Take For Granted

Read more about : (matching categories Words to Sell By )
Posted by User ImageReneisha Black-Ferguson,November 18th, 2008

Difficult economic times create an ironic and frustrating challenge for your charitable efforts: as the needs expand, the available funding shrinks. With less cash to go around, the already vigorous competition for grant money heats up. But as they say, when the going gets tough…

Scarcity of resources makes your consistent and creative use of fundamental grant writing principles more critical than ever. Here are just a few:

Only If You Build It Well, Will They Come

Savvy granting sources shower their dollars on real projects targeting real needs, using a realistic strategy. On that note, let’s keep it real—even the best grant writing won’t do much good for an activity or organization that exists primarily to pursue grants. But some carefully crafted words can work wonders for a project that combines passion with a purpose and a plan. So don’t go putting your lipstick on pigs; save it for a meaningful mission.

Color By The Numbers

Before you put fingers to keyboard, read everything you can about your granting source, its general policies, and especially the specific guidelines covering the grant you’re seeking. Then lather, rinse and repeat. The last thing you want is to deprive your worthy cause of much-needed support by providing only 10 copies of your application, instead of the 12 clearly required by the rules. Unfortunately, many overwhelmed granting sources are looking for reasons to weed your submission out of a large, intimidating stack of funding requests. Don’t make it easy on them by coloring outside the lines.

Let Your Passion Shine Through—Without Creating A Glare

Your enthusiasm for your endeavors can be a powerful ally in winning commitments from donors. At its best it’s contagious, triggering an almost spontaneous eagerness in granting sources to get behind your project. However, the flames that warm will also consume, and in the absence of well-established facts, figures and methods of measuring outcomes, unbridled passion may come across as impractical idealism. Use your excitement wisely, to add punch to your executive summary or breathe life into your budget narrative, and it will reward you.

The Toughest Job You’ll Ever Love

Assembling a successful grant application isn’t just another writing assignment, it’s more like a short term small business operation. Setting timetables, collecting information from multiple sources, and interpreting or even creating budgets will almost certainly be part of your job description. Build time into your production schedule for the necessary writing and non-writing work, as well as the inevitable delays you can’t control. Prepare yourself by drawing on valuable online tools like The Foundation Center.

In the best of times, grant money doesn’t grow on trees. But with a solid grant writing strategy, despite a challenging economic environment you can make sure the bucks stop with you.

 ____________________________________________________________

Reneisha Black-Ferguson is Founder and Managing Director of Proxy Prose (www.proxyprose.com), a commercial writing and editing firm where compelling content creation combines with years of project management experience.

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Controversial “Motrin Moms” ad gives Motrin a headache. (#motrinmoms)

Read more about : (matching categories Word of Mouth Magic )
Posted by User ImageBolaji Oyejide,November 17th, 2008


Motrin missed the mark on this commercial, launched this past weekend, for Moms with young infants.

The on line backlash has been instant, and dramatic. This is the kind of word of mouth no company wants.

Reactions were fast, and furious.

And more…

And more…

And more.

Go to FriendFeed, or Twitter, and do a search on #motrinmoms. You’ll be amazed by the volume of negative backlash against Motrin.

So Motrin did well to identify a tribe - mothers with brand-new babies.

Unfortunately, rather than joining the bee-hive, they kicked it. Moral of the story? Reflect your customers’ (tribe’s) language. Don’t speak at them, speak with them.

Do you know who your tribe is?

p.s.
Motrin has since issued an apology.

The power of word of mouth.

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Prez Elect on Line 2! and You’re working on Your Service plan

Read more about : (matching categories The Customer's Take )
Posted by User ImageOwen Lawson,November 17th, 2008

You can’t pay for the product placement that President elect recently gave one of my all-time Chicago “Hole In the Wall” favorites, Harold’s Chicken, during an interview with 60 Minutes.  For Chicago Southsiders, Harold’s is an institution.  However, for me, I moved beyond raving fan.  This place is MUST EAT CHICKEN. This place is so good, that like Obama when describing my home address, I often used the location of the nearest Harold’s as a geographical point of reference.  In short, my culinary world revolved around Harolds.  It was one of the pillars of my fresh out of college, new to the workforce diet.  Their is nothing short of culinary magic in the timeless order and downing of a “Half White Dinner with Ketchup and Hotsauce and Slaw.”   You will want to chase that with one can of orange pop and one can of grape pop.  If you are celebrating something really special during your Harold’s feast, you may consider the timeless Tahitian Treat as your beverage du jour.  For those of you in my current neck-of-the-woods, “The South,” substitute soda for the word pop.  

Regardless of what type of pop you chase your Harold’s with, it is an institution that should be shared with the world.  What a wonderful world we live in when you can watch the President Elect make a side-reference to your gastronomic addiction of choice and think WOW…”I hope the owner’s of Harold’s Chicken take their product placement moment and make the most of it!  I hope they do it so well that the institution and magic of Harold’s spreads far and wide across this land…especially in my tiny hamlet of Charlotte, NC”  It got me pondering how but how could the legions of Harold’s Chicken Fans ok, ok, ok Harold’s Chicken Addicts carry the message of the Fried Chicken King across the great expanse of our nation.  Here are some quick thoughts from the voice of three Harold’s Chicken Customer, scratch that, Fan, double scratch that, Harold’s Addict/Connisseur/Freak:

  1. Post immediately on the shoutout that you just received from the Leader of the Free World.  You just had your business named by the Leader of the Free World…loop that reference into as many creative, fun, and engaging messages that you possibly can.
  2. Let your Webgend GROW!  Okay I’m stealing a little bit from a quote that Earl Woods offered his son Tiger during a tight competition to win his third consecutive US Amateur Championship when the father leaned into the son before a challenging and defining putt to seal the championship.  He whispered to his son…”Let The Legend Grow.”  In the Harold’s example, Letting the Webgend (combo Web and Legend) Grow means understanding who you are in the eyes of your Fans, your Addicts, your Missionaries (aka Harold’s Freaks) and exploding their appreciation for the value that you add in their lives.   For example going to Wikipedia or Googling will allow Harold to understand his relevance and awareness amongst Fried Chicken Freaks!  Listen and then recommit to letting your WEBLEGEND GROW!  Sink the putt with simply outstanding service that is true to your business’ highest aspirations.  Let those aspirations shine in your Webutation.  
  3. Ask your customers to weigh in on their connection with their theories of how Harold’s Chicken took a community organizer from zero to HERO!  What is it about that Chicken that inspires that type of greatness….Does it sound off the wall?…YOU BET…but it is the stuff that drives loyalty through relationship.  Harold’s does not have a Patron/Yardbird Hall of Fame…What a great time to start!!! By store location, create walls of fame that contain pictures, comments, and signatures of the customers that make that location great.   Now you have to be a true fan of Harold’s to understand how challenging a task this maybe…that being said…often the worthiest Promotional work proves to be the most difficult in successful execution.  Know that going in and commit to making it happen for your customers.  Our GLORY is often YOUR GLORY…any doubters please see the title of this post!  
  4. Stay genuine to your experience…President Elect Obama and his wife Michelle mentioned Harold’s Chicken while recalling their humble beginnings.  Tap into that authenticity and make sure that your brand thrives…”Chicken that is great creates greatness that is bold…Fried Chicken that is humble in its beginnings yet incredible in your mouth, priceless yet affordable, timeless, and yet YOURS TODAY!”
One last corny idea for the road…create the Commander-In-Chief Special.  Ask your customers what the special should be and than issue a proclamation from King Harold decreeing the launch of the Commander-In-Chief Special as recognition for one of the greatest product placements ever delivered for your Fried Chicken Kingdom.  Did I mention it was corny?…but remember this your business’ biggest fans will often be the corniest and most loyal subjects that your business will ever serve.  Fill their memories in a way that inspires them to deliver their outstanding and authentic endorsements of your service kingdom.  
Finally, when your customer is elected Leader of the Free World will your service and products leave indellible marks in their life such that they will, without pause or fear of consequence, acknowledge the presence of your business in their lives as a referential landmark?  
Your customer’s voice is worthy of the service and products required to garner the emphatic “Yes” to the aforementioned question. 

 

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The Secret to Reaching Online Influencers

Read more about : (matching categories Its The New Media )
Posted by User ImageJohn Easton,November 16th, 2008

In his book The Anatomy of Buzz, Emmanuel Rosen likened the spread of information about a company, “Buzz”, to the spread of data through a computer network with most contact points taking place one to one between individual nodes but the more expansive communications facilitated by network hubs that communicate with multitude nodes.  In the real world these hubs are the influencers in your market with hundreds or thousands of people following their advice.  I shouldn’t have to tell you that word about your business will spread at light speed through hubs and their linked networks.

How Do I Reach the Influencers?

Online social networks and communities are great places to quickly identify and build meaningful relationships with influencers.   A word of advice before slinging a “please help me…” pitch to a community influencer.  Everyone wants a piece of these individuals so think of a mutually beneficial way of approaching them. Offer your expertise to network influencers directly or to a cause they support, make a polite introduction, promote them within your network and let them know. Below is a list of resources to help you identify and reach out to your network hubs.

  1. Twellow: The Twitter Yellow Pages allows you to search Twitter users by interest, business line, location and more.  What’s better, you can sort search results by several variables including number of followers.
  2. Technorati:  Use this popular blog search engine to identify the top bloggers in complimentary niches and by contributing to their communities through engaging comments and guest posts, you can attract new visitors to your online community or business.
  3. Top contributors lists:  Many blogs and social communities reward participation in their networks by posting top users lists.  Reach out to these top users with a creative idea and their following might start following you.
  4. Yahoo Answers: For those who don’t know, Yahoo has a community of smi-pro and pro experts who answer just about any question under the sun. Yahoo also tracks and reports on the “Top Answerers” in each category.  Here is a link to the Yahoo Answeratti in the business category, Click Here.

Bottom line is that when the network hubs talk, everyone in their niche listens.  If you can foster mutually beneficial relationships with these online personalities your business will benefit.  Where do you look for online influencers and how do you reach them?

———————-

John Easton is a recovering corporate executive turned entrepreneur. Through his company, Eastonsweb Multimedia, John helps businesses attract the best customers using video, web and multimedia tools.  You can view his newsletter editions and subscribe by clicking here.

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6 Things That Lead To PR Failure

Read more about : (matching categories Lets Talk Marketing )
Posted by User ImageKristina Hill,November 15th, 2008

PR Failure

All businesses dream of the day when they will land that front-page story in the local paper or even national press via top-tier media like the New York Times or USA Today .

The most important thing that you can do during your ride to the top is to sidestep stumbling blocks that can prevent you from reaching your PR goals. Here are six things to avoid in your PR efforts so that you won’t get derailed along the way:

  1. In-house confusion : Make a decision about who will be the official "voice" of your company in press releases, interviews, and other public activities. The time to figure this out is before a reporter calls and before you pitch a story to a media contact – not after.
  2. Not knowing your story : The public will not grasp your business’ story if you can’t clearly articulate it. Establish what you want to communicate about your business and stick to these points during your PR activities. Share these talking points with other staff as well. You will reap the benefits if everyone is communicating the same message.
  3. Forgetting the facts : This connects with the significance of knowing your story. Make sure that you can communicate the vision/mission of your business, reasoning behind your products and services, and other important details.
  4. Not setting goals : Be clear about the goals of your interaction with the media during the planning phase of your PR efforts.
  5. Lack of flexibility : So, you’ve made a successful story pitch or have been called to participate in an interview. One of your main priorities at this point is to be flexible. At times, you might need to drop everything if the media calls. Being a flexible and accessible contact will make you a long-term source for your media contacts.
  6. Unrealistic Expectations : You might not get that front page story for your business right off the bat, but don’t get discouraged. Adjust your expectations about the media coverage your business will receive and be willing to work yourself up the ladder.

These are just a few tips to help you avoid PR failure. Do you have anything else to add to the list?

————————
About Kristina Hill

An expert in marketing communications, Kristina Hill provides integrated marketing consulting services to small and mid-sized businesses through MarComm Creative Group, LLC. The business offers an array of services, including: public relations and media relations; advertising planning and placement; integrated marketing plan development and execution; and writing services.

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