How Content Transforms Salespeople [Infographic]

Forget the sleazy salesperson stereotype.

Today’s most successful salespeople act as thought leaders and industry experts, connecting prospects with content. They challenge buyers to be on the cutting-edge of their industries.

But unfortunately, many people still harbor a negative perception of sales reps. So what’s a salesperson to do? Load up on content.

This infographic explains how content helps sales teams build relationships that lead to revenue.

Use content to create revenue

Category: Blogging, Content, Sales

The History of HashTags # [Infographic]

Twitter is largely responsible for turning the hashtag -#- into a household term, and many see the success of hashtags at connecting users based on common themes or discussion topics as one of Twitter’s biggest strengths.

Hootsuite have published a post titled – “Will you miss the hashtag when it’s gone?” – in response to Vivian Schiller, calling hashtags “arcane”. Worth a read.

Ben Martin

How often do you use hashtags?

Category: Twitter

Best Practices for Customer Service on Twitter

Ben MartinTwitter has become the go-to medium for customers looking to provide feedback or solve problems, brands must adapt their Twitter strategy to better serve their customers. Below you will find a check list that best-in-class brands have adopted to better handle customer service requests and maintain positive sentiment about their brand.

 

1.Dedicated handle
Brands who have adopted dedicated customer service handles have an easier time managing customer service requests for both the dedicated handle and for the brand’s main handle. With a dedicated handle, brands can ensure that customer service requests are being taken care of in a manner consistent with the brand’s overall customer retention strategy. A dedicated customer service handle can help your brand separate a wide range of customer service requests from other types of mentions so you can effectively monitor your social customer service process. In addition, it can be a great way to naturally gain followers. Through proactive monitoring and engagement, you have the ability to build positive sentiment around your brand, which will help increase your audience size and encourage engagement.

2.Dedicate team and the right tools
When a customer service handle isn’t staffed the response time increases dramatically while the response rates decrease. Knowing when most of your customer service requests come in via twitter can help you determine the best time to staff your customer service accounts. There are several great tools that can monitor your most active Tweet times.

3. Canned answers + resources
Having responses on-hand can help reduce your response time and help increase response rate, as your customer service representatives have more sophisticated resources available to resolve issues. In addition, outline where you’ll direct different types of customer service requests, whether you ask for more information from your customers, direct them to email, direct them to a webpage, or solve the issue in a direct message.

4. Rules of engagement and primary handle guidelines
If you’re debating on whether or not to set up a dedicated customer service handle, you’ll want to determine how to handle customer service requests that are directed to the primary handle. You’ll also want to monitor mentions of your brand name in the event that Twitter users aren’t following, or aren’t aware of your brand handles. Effective monitoring can help resolve customer issues before they start – helping to keep sentiments positive around your brand handle. Not only that, let your followers know (daily) when your customer service handle is staffed. This will help to reduce posts when that handle is not staffed and or set expectations of response time

5. Promoting your handle
When you’re setting up a dedicated customer service handle, consider where you’ll promote the handle – for example, you may want to link your handle via your customer support page, so that users have a range of options to contact your customer service representatives. You may want to also find a way to link your main handle to your customer service handle (for example, in your brand bio) so that users who visit your profile are aware that you’ve got a dedicated customer service handle.

6. Reducing your response time
This is one way of letting your followers know that they are important to your business. In addition, it’s a proactive way to address negative word of mouth that may affect the sentiment generated around your brand.

7. Responding to as many mentions as possible
Responding to a majority of requests is a great way to keep your followers happy, and engaged. If your brand responds to as many mentions as possible, your users are more likely to mention your brand handle more often, which means your handle has the potential to reach followers who may be outside your reach.

CONCLUSION:
Understanding the rules of engagement for customer service on Twitter is a crucial step to managing your overall customer service strategy. As more and more users turn to Twitter to ask questions, give feedback, praise or complain about a brand, brands need to be proactive in managing their brand image – by showing customers that they’re listening, and that they care. Since Twitter is a word-of-mouth platform, these steps are essential for any company looking to increase their business in the digital world.

The State of Twitter and 10 Mavericks You Should Absolutely Follow

The State of Twitter and 10 Mavericks You Should Absolutely Follow via +Kim Garst on Huffington Post.

http://huff.to/ODWzxm

There are now 241 million active users (MAUs). This is a 30 percent increase year over year!

There are 184 million #mobile MAUs; 76 percent of all MAUs are mobile!

Timeline views reached 148 BILLION in Q4, a 26 percent increase year over year!

Q4 revenue was $243 million, up 116 percent year over year and adjusted full year earnings were $75 million.

Plus, in just the last quarter, #Twitter has launched television conversation targeting, tailored audiences, conversation tracking and promoted accounts.

So, hopefully I have made my point. I have been and will continue to go ALL IN on Twitter. If you are smart, you might want to give some serious thought to going all in yourself.

Category: Twitter

Guide to Twitter inspired by Dr. Seuss

Who doesn’t love Dr. Suess! Well if you don’t – ah well, there’s other posts you can read here!

Dr. Seuss, the writer and illustrator behind children’s classics The Cat in the HatHow the Grinch Stole Christmas! and The Lorax, would have turned 110 on March 2nd. If he were alive today, he would have been a social media master. So to honor his wit and wisdom, here’s an interpretation of the Seuss guide to Twitter from Hootsuite

Dr Suess

Category: Twitter

LinkedIn Etiquette: Do’s and Don’ts [INFOGRAPHIC]

How good is your etiquette on LinkedIn?

This greast infographic by Top Dog Social Media gives you twenty do’es and don’ts!

Takeaways:

  • Profile Picture: Make sure you’ve got a profile picture, if you can, get a professional to do it.
  • Invitations: Personalise your message, every time.
  • Connect: Introduce your connections to others in your network.

LinkedIn Best Pratice

What are your take-aways or what would you add?

Category: LinkedIn

LinkedIn Endorsements Section becomes a whole lot better

I noticed yesterday when doing some LinkedIn fine tuning that we can now sort ALL of the skills we have listed under the endorsement section. Previously the top ten of your listed endorsements where sorted, top down, and we were unable to rearrange. The following forty however we could move as we saw fit.

What frustrated me, and many I speak to, is that we acquire new skills regularly and need these visible to help with our credibility. Not many of us will scroll and click to see the hidden skills.

This is a great change to the format and one that will help us all and highlight your new skills to those that view your profile. I agree, its not a perfect system, but neither the less its evolving in the right direction. Only downside, until someone endorses a skill you have moved it sits there with no validation. Could this have an adverse effect?

So take some time now and move your new skills you want your network to see and pay it forward, endorse someone. Though ONLY if you have experienced that skill. Or even better – write a recommendation for that person.

What do you think of the new Endorsements format? Drop a comment below

Category: LinkedIn

The Evolution of SXSW

If anyone has room for me in their luggage let me know……

Tech geeks, film fanatics, and music lovers UNITE! It’s that time of year again when we all descend en masse to Austin, TX for ten days of panels, screenings, and parties. That’s right. We’re talking about the one and only, SXSW. What started out as an alternative music festival in 1987 has transformed into a breeding ground for new technologies and creative ideas.

the-evolution-of-sxsw

Category: Social Media

Are You Ready For Social Selling?

What is social selling:
Social Selling is the process of finding and connecting potential leads and prospects via social media to increase sales.

The Aberdeen Group define social selling as the utilisation into one of three techniques. These three techniques include Social Collaboration, External Listening and External Participation.

There are many studies available that demonstrate why you need to evolve your traditional methods to involve social media, none more important than this. On average – 60% of the purchasing decision has already been made, prior to a sales person being invited to the discussion.

Someone is educating and providing insight to your clients – is it you or your competition?

You want more? Ok…
Seventy Two percent of sales people who use social media outperform those sellers who are not using social media
Thirty Six percent of companies who have a social selling team are more likely to achieve quota.

To get started on your Social Selling journey – here is a great Infographic to start you off for LinkedIn

Are You Ready For Social Selling

So, are you ready for Social Selling. Why not try these additional resources : 10 Steps for a Rocking Profile

Digital Trends for B2B and B2C Marketers in 2014 [Infographic]

What are the most exciting opportunities for digital marketers this year and where should they focus? Content marketing, customer experience and mobile dominate. Check out the results from Econsultancy and Adobe’s 2014 Digital Trends Briefing.

Content, Customer Experience and Mobile dominate

Content, Customer Experience and Mobile dominate

Does this inforgraphic represent your priorities? What would you add? Join the conversation and say “Hi” in the comments below

Category: Marketing, Sales