TopRank Online MarketingTopRank Online Marketing Blog

Emily Bacheller

How To Achieve Customer Service Success Using Social Media

Emily Bacheller on Feb 12th, 2015     Social Media

social-media-customer-service

From James: Today’s post is the second in a series of four articles on social media marketing – all part of a contest within TopRank Marketing for a chance to attend Social Media Marketing World. Watch for the next post in the series on how to create impact with Instagram.

According to a 2012 Nielsen Social Media Report, nearly half of all U.S. consumers use social media to ask questions, report satisfaction, or to complain. That means that your customers will inevitably take to Facebook, Yelp, or Twitter to talk about your brand. Are you ready to field questions, comments, and criticisms from your customers on social media? Providing attentive customer service on social media sites doesn’t need to be stressful. Continue reading to learn how to respond to all kinds of comments from your customers – the good, the bad, and the ugly!

James Anderson

How Locally Laid Got Paid by Turning Customer Feedback into Brand Storytelling

James Anderson on Jan 28th, 2015     Online Marketing, Online PR

Locally-Laid-Brand-Storytelling

Here in Minnesota, a small egg company is getting big press after ruffling the feathers of a concerned shopper.

When Locally Laid Eggs received a letter from a grocery store shopper, saying that the company’s name is “offensive” and its advertising “vulgar,” the company took to its own blog to offer up a rebuttal. In doing so, they enlightened readers about locally-sourced food and responsible farming and revealed some key marketing lessons in the process.

Most companies would have tossed the letter and missed out on the opportunity to use this kind of storytelling to pick up on the interest that Locally Laid had generated. But Locally Laid understood the importance of story before marketing. From the tiny Wrenschall, Minnesota town (population 399) the small company had the foresight to not only address — respectfully — the letter writer’s concerns, but to point out the reason why their product stands out from competitor options on the shelves.

Ashley Zeckman

5 Marketing Tips for Improving Customer Relationships & ROI With Better Communications

Ashley Zeckman on Jan 12th, 2012     B2B Marketing, B2C Marketing, Content Marketing, Email Marketing, Online Marketing
If you keep customers happy they will continue to buy

Improved communication turns one time buyers into lifelong customers.

As marketers and sales professionals there is no doubt that we are focused on obtaining new customers and increasing awareness within targeted market segments.  However, we must also consider the lifetime value of our existing customers and how marketing communications can contribute to that relationship.  Taking the time to examine what kind of communications can keep your brand top of mind with customers and inspire continued awareness for repeat sales and referrals is of enormous value.

Do you know how much your current customers are worth to your company?  In recent years research has found that a 5% increase in customer retention can increase profits by 25% to 95%.  Armed with the knowledge that satisfied customers has a direct impact on your bottom line, there is no time like the present to begin targeting your current customers.  Here are 5 tips on better customer communications you can start using right now:

Lee Odden

ComcastCares Social Media Interview with Frank Eliason

Lee Odden on Dec 15th, 2008     Interviews, Marketing Industry News, Online Marketing, Social Media, Social Media Smarts

Social Media Smarts: Interview with Frank Eliason of Comcast aka @ComcastCares

Frank Eliason
Photo by Shel Israel

Twitter has become many things to many people and organizations for that matter, including Comcast.  It really says something when a company experiences the bite of consumer malcontent via social media and then turns around and becomes known as a best practitioner.  This is the experience of Comcast and Director of Digital Care, Frank Eliason.  

Based in Philadelphia, PA, Frank started with Comcast as a Customer Service Manager in September, 2007 and as you’ll read in the interview below has evolved into the social media face of Comcast through his Twitter name ComcastCares.

Lee Odden

SEO Improves Customer Service

Lee Odden on Nov 21st, 2006     Online Marketing, SEO

man-woman-computer.jpg
A group blog I write for on occassion is hosting a carnival of customer service and invited the group to contribute. This is a business blog directed towards small and medium sized businesses on issues ranging from legal considerations to SEO. The invite made me think about how SEO can affect a customer’s experience with a site and it’s brand.

The first thing that comes to mind is the persistent numbers of people that use search engines as a means of site navigation. I am still surprised when I look at client referrer logs and see how often domain names are used in the search box at the major search engines. For the most part, most on-site search functions are horrible and Google for example, does a much better job at helping users find specific content on a particular site.

To optimize your online marketing performance, contact us at TopRank | ©2014 TopRank® Online Marketing | Top