Posts tagged Twitter

How To Advertise On Google Plus

Hey there internet fans. It’s Ryan Perry with Simple Biz Support. It’s Wednesday. Therefore, it is Social Media Wednesday. On the other side, I’ve got Sarah Giometti with ICT Marketing. Good morning Sarah.

Sarah Giometti: Good morning Ryan. How are you?

RP: Struggling a little bit. As you can tell, you’ve got the up-your-nose camera view. Unfortunately, my main PC’s having some issues right now. So, I had to break out the laptop. That’s why we started a little bit late and that’s why I’m looking down on everybody which I normally don’t like to do unless I… I guess I can talk like this at a hunched level throughout this broadcast. So, it is what it is, but we’re going to make it work one way or the other.

SG: Yep. I’m sure that’ll be great for your posture anyway. You can just work it out at Power Fit.

RP: There you go. We were… Typically, we talk beforehand. We had to break out the old technology, the cell phones, in order to nail down our broadcast today. We were talking about the fact that you can actually advertise on Google Plus. So, not Google AdWords, although, it is through AdSense, but it’s a way of promoting your Google Plus page, your social media business Google Plus page and for me, from an SEO point of view, that’s an important feature simply because Google… You always want to play in Google’s playbox, stand box, if you will, in the sense that if you play under their rules, their terms, your chances of being found, becoming more visible, first page placement is more important.

So, having good social engagement on Google Plus especially if you’re in a competitive market space, can be very, very helpful. So, you’re going to kind of talk about what that looks like and also, you kind of talked about kind of a unique program of tying the Google Plus ads along with Facebook and I forget… Oh, Custom Audience. So, I’m going to let you talk.

SG: Alright. So, yes, Google Plus does allow you to run ads promoting your Google Plus posts. It runs very differently from things like Facebook and Twitter. First off, you, unfortunately, do have to have 1000 followers on your Google Plus page for your business before you’re allowed to run these ads. Second, you are promoting the Google Plus posts. However, you’re not promoting them within the Google Plus platform. You actually promote them through the Google AdWords campaign, program, platform and then you send it out on their Displayed Network.

SG: So, the ads show up on third-party networks like XYZ.com and people can see the post and interact with it from there without having to come back to Google Plus. So, this is where it’s kind of a game changer is your posts are being promoted to a possible audience throughout the internet, off of the social media platform and they can interact with it from there. They can click the link to go to whatever article you’re posting, maybe one of your blog articles or one of your videos. They can plus one it from there. They can comment from there and so your engagement increases.

SG: Some of the bigger brands who have already run these, they’re reporting a 50% increase in their engagement by running these page post ads. The other beauty of it is traditional Facebook advertising is within the Google search pages. It’s a headline and some text. So, there’s no picture. There’s no pretty. In the Display Network, you can have a picture ad, but again, it’s not interactive as much as…

RP: Okay, so, let me just… ‘Cause I think we’re taking it to a place that really hasn’t been talked about a lot. So, just to give clarification… Sorry. Just to give clarification to the audience, let’s take them through a scenario. Let’s say you’ve got a shoe store and you want to sell shoes. If you’re on Facebook and you do Facebook advertising, you are restricted to be within the Facebook network. That is, if anybody is not on Facebook or they’re not logged into Facebook, they will never see your ads because they’re only going to show on Facebook.

RP: What you’re saying with the Google is that because it goes through AdSense and the ads actually go out through their… What is it? The Display Network is that the ads, you do not have to be in Google Plus like you do have to be in Facebook in order to see an ad. It might show up on… I don’t know some of their… But they have some big agencies. I don’t want to say MSNBC News, but they do have some very large websites like that that they post ads on.

SG: Correct.

RP: And you’re saying that instead of it just being an ad with a bolded title and two lines of text like we would normally see for pay-per-click, we can actually have a picture ad that’s a little bit more engaging, more visible, more attractive?

SG: Correct. It would be the… The post that you post in Google Plus is what people would see throughout the Display Network. So, if you include an image in your Google Plus post, either just a straight image with some text or the image that goes along with a link to a blog article or whatever page you’re promoting. That imagery… So, it could be beautiful, colorful imagery [05:42] ____ text. Obviously, the text you still want to keep shorter ’cause it is still an ad, but that… You have a lot more control over the visual part of the ad and yes, it’s displayed throughout the Google Display Network throughout the internet.

So, as long as people are logged into… Actually they don’t need to be logged into Google. They have to be logged in to interact with it so that their name shows up in everything but it gives people the opportunity to interact with your post through out the internet versus just having to be on Google Plus. The ads actually are never on Google Plus.

RP: Okay, so it’s always on the display network so even if people are logged into their Gmail account, they can actually like it, share it, those type of things. If they’re not logged in, they are still going to see the ads, so there’s still value they can click on it, it will take them into Google Plus. But definitely from a brand point of view, I love the fact that you can incorporate images because I think images are so important these days with your audience, think about Pinterest, Instagram, how popular those social media platforms are and that’s strictly, all they do is images for the most part.

SG: Absolutely, with these days, we’re very visual people and so we like images, we like video, as you know that’s a giant part of your speciality, and so this is where the images are big and beautiful, and well they are of various sizes but they stand out in the ads, and they’re interactive which a lot of ads really are just, they are dead picture where you click through, you don’t really know where you’re going.

SG: This gives you the opportunity to tell people what you are trying to show them versus just a picture, it’s a blog article about Facebook custom audiences for instance, so you can tell them ahead of time, like a news article to entice them to click the link and go read the article but read the blog post and so it makes it more interactive, more human to them than just a picture ad that says your name, a couple of words about what you do, and hope that they click through the picture to whatever random place you’re sending them ’cause they really don’t have any idea.

RP: Okay, so then the kicker bonus that you had talked about before we started the broadcast was the fact that is integrating the Google Plus ad with the Twitter, or excuse me, the Facebook custom audience.

SG: Yeah, so this is why people are thinking might be a bit of game changer with lead generation is, Facebook custom audiences, you can use tracking pixels on certain pages of your website if that, so if you went to my website and read a blog post that I had a tracking pixel on for Facebook and you were logged in in your Facebook account, Facebook would grab your Facebook information and the next time you log into Facebook, my ads in Facebook would be delivered to you. And so you see this a lot more often, online shopping use this the most, more than small businesses do and so have you ever noticed you are doing online shopping looking at a product, you are back onto Facebook and all the time you see that product everywhere?

RP: Right, and it’s not just, it’s not like, if we talk about shoes again, it’s not just a picture of a shoe, it’s a picture of the shoe you were looking at.

SG: Yes.

RP: And it’s that specific, and so that’s called re-branding.

SG: That’s re-targeting.

RP: Re-targeting, I’m sorry. Yes, re-targeting, which is very powerful. So you are recommending that this type of marketing is probably best suited for people selling a product, versus service-oriented businesses.

SG: Not necessarily. They’re just the ones who have taken advantage of it the most. Service organizations, there’s no reason that a service organization can’t utilize it the same way. It is a little bit harder with the images, you have to be a lot more creative with your imagery that you are going to use for these ads but the scenario could be potentially, you put a post on Google Plus, you run that ad on the displayed network, someone clicks on the link, goes to your website, reads the blog article that you’re promoting, you have a Facebook tracking link on that blog article and the next time that person’s on Facebook they see your ads again.

So here’s somebody that’s already shown interest in your content because they’ve been on your website to look at a blog article, a video, they may have stayed, looked at more information, and now you get to touch them again on a second platform, third platform really if you count your website, and pull them, draw them in on Facebook as well. Now you’ve touched them on multiple platforms and you have an opportunity to grab them as a follower and keep putting your content in front of them and nurturing them into that sale.

RP: Right, and if you think about it from a branding point of view, what’s the touch now? Is it seven to 10 approximately? You need to have seven to 10 touches before people really recognize you?

SG: I still think it’s closer to 20. Everybody has a differing opinion of what the number of touches is but people are kind of in content shock, there’s so much content out there, we’re being driven a ton of content every time we log into every single social media platform, there’s a huge amount of content that is fighting for our attention.

RP: Sure.

SG: So I think it’s even, it would be higher for your brand to stand out in that mess of content, so you need a lot of touches and so this is an opportunity to touch them in multiple different places, they’ll start remembering you and then when you hit them on Facebook they have the option to follow you, and get more and more of your content, so you just keep touching them and touching them, and that’s all based on activity they took somewhere out in the internet because they saw a different ad that you are running.

RP: Right, now you may not know the answer to this, one of the things I am thinking of is that, okay, so I run a Google Plus ad, I do the Facebook and I’m forgetting everything today, I apologize, the custom audience ad. Somebody goes to my blog, they read an article, they get tagged by Facebook, they log into Facebook, they see my ad. Do you have any ideas, if I keep on paying every single month as the business owner, if I keep my account going with Facebook, how long that ad will show to that end user?

SG: That I actually don’t know…

RP: Okay.

SG: How long that goes. It may be until they convert. So they like the page, things like that, it might end it. That, I actually don’t know the answer to.

RP: Okay.

SG: But I will look that up.

RP: I’m sure Facebook will take your money, one way or the other, though.

SG: Oh, absolutely. They are more than happy to take your ad money, and they still are the cheapest form of advertising around, hands down.

RP: Right. Yeah, and actually, Zuckerberg needs more money. I just read an article yesterday. Apparently he has… People have been working on his house for over a year now, construction, building all this new stuff, remodeling everything, and the neighbors are getting a little annoyed with the noise, the dust, the blocked roads, the No Parking, and then, of course, there’s security on top of it all. But can you imagine remodeling a house for over a year?

SG: No. It sounds horrid. But he also bought like four houses surrounding his house.

RP: Yeah, he spent $30 million on four houses around his house. I dont’ know if he’s going to tear all those down so he can have just one big property…

SG: No, he wanted to control who moved in…

RP: Right.

SG: Which is smart. I mean, I…

RP: Yeah. Sure.

SG: That’s smart.

RP: Right, because as he starts having kids, he’s going to have four kids, apparently, and so now each one of ‘em will have a house…

SG: Correct.

RP: Right next to Mom and Dad. I don’t know. There was… I was watching the show the other day, and then we’ll get going ’cause we’re past our time, but it had to do with people and big pools. And this guy bought the next door neighbor’s house so he could tear it down to put a pool in. And this is, he spent a million dollars on the house, the property just so he could put a pool in. I’m like, “That is some serious dedication, folks.”

SG: That is, that is.

RP: Alright. So, for people that are interested, though, I really like the two-part approach using Google because there’s so much reach with Google as far as advertising, and then bringing it in to Facebook where that… And I’ve got re-branding stuck in my head… Re-targeting, to re-target the ads so you get multiple impressions is very, very powerful. What’s a good way for people to get a hold of you, Sarah, with any questions?

SG: They can find me across all social media sites. So ICT-Marketing.com is our website. Facebook, we’re ICT-Marketing, I think, ICT Marketing, one of those. Someday, I’ll get that one right.

On Twitter, we’re ICT_Marketing. So you can hit me up on the social media platforms, I’m there personally as well. If you want to reach me personally, I’d say go for Twitter, not Facebook. I lock my personal Facebook down, so you’d have a harder time reaching me, but you can reach me through my company pages as well.

RP: Alright, perfect. Sarah, as always, I appreciate your time, and we’ll be talking next week.

SG: Thanks, Ryan. Have a great day.

RP: You too. Thank you.

About Ryan Perry

Ryan Perry has taken his 10+ years of business ownership and hands-on marketing skills and focused them on online marketing. In April of 2009, he started Simple Biz Support with an emphasis on Search Engine Optimization (SEO). Ryan is propelling local business websites to the top of Google, Yahoo and Bing resulting in increased market exposure and revenue for his clients using a variety of internet marketing tools including blogs, article submissions and video. Additionally, Ryan speaks and vlogs (video blogs) about internet marketing, educating business owners how to effectively use various SEO tools and techniques to promote their business on the internet. Ryan currently resides in Santa Rosa, CA. Connect with Ryan on Google+

How To Use Social Media To Improve Customer Service

Hey, good afternoon. Good afternoon? It’s still morning. It’s Ryan Perry with Simple Biz Support. And it is Wednesday, therefore, it’s Social Media Wednesday. As always, I have the beautiful and talented Sarah Giometti with ICT Marketing. Good morning, Sarah.

Sarah Giometti: Good morning, Ryan. How are you?

RP: I’m doing wonderful. I brought you back a little something-something from the game the other week.

SG: That’s awesome.

SG: I love it.

RP: I had a Dodger Dog, but I had to eat it. But I brought one home for you.

SG: I appreciate it. Yeah, they are definitely better than anything you get at AT&T Park.

RP: Even better than the… What are the fries? The… I can’t think of…

SG: The garlic fries?

RP: The garlic fries, yes. Those are pretty good.

SG: Yeah. No, I’m talking the hot dog.

RP: Okay, just the hot dogs.

SG: The hot dog… The Dodger Dog is way better than the Giants hot dog.

RP: Yes. Fair enough, fair enough.

This week we are talking about customer service and how it relates to social media. We actually have a very unique experience from my last trip. You have a unique experience from your recent move. And they actually have two different results, and I think they left two different tastes in our mouth. Before we go on to those stories though, let’s talk a little bit about social media, customer service. And I’m thinking, a lot of small business owners… I can see it on a national level, Coca-Cola, Pepsi, GM, Ford, very large brands using social media as a way to engage and interact and track customer service complaints, both… Well “complain” is a negative, but also positive responses and responding to people and saying “Thank you.” But let’s talk about the smaller business owner who’s maybe just regionally or within the city, how does one go about engaging customer service with their customers?

SG: It’s really simple. Customer service on social media, your customer’s already talking about you, one way or the other, maybe positive, neutral or negative. And so it’s being aware of that, and kind of trying to control it as much as you can. Part of that is the places where people would look to find you, like your contact page or your FAQ page on your websites, putting links there, saying “Reach out to us on social media if you’ve got a quick question.” The caveat though is you need to be connected because people will expect kind of an instant response on social media. Within 30 minutes to an hour, you need to respond with them. So if you’re gonna take on this endeavor, you gotta make sure that you are… Somebody is able to respond to them. But putting links there for, if someone’s gotta quick question or they have an observation or they have feedback, to have them put on social media, so that not only can you respond to them, but your other customers will see it as well. And if they have that same question, it’s answered for them in a really quick way. And so just because you’re a small, local or regional business doesn’t mean you can’t utilize it the same way that the bigger brands do.

RP: Okay. So you’re talking about going on to your contact page and actually adding a link to Twitter, Facebook, that goes to your business page. Now I can imagine a lot of business owners might be concerned about that, going, “Well geez, I really don’t want this information public. I would much rather they just send me an email. Why would I want to push them out to a public forum to make a complaint?”

SG: ‘Cause they’re not necessarily making a complaint. And to be quite honest, if somebody has a complaint, they’re going to post online about you. They are 10 times more likely to complain about you online, than to give you praise. So since they’re probably going to do it anyway, why not control it in a situation where if you push them to your Facebook page and they post on it, you’re immediately notified. Whereas something like Yelp, you’re not necessarily immediately notified. So if you can kinda control where they do it, you can kinda nip it in the bud. You can see that they complain and take steps to correct it, to make them happy, and then they become a happy customer again, and praise you for taking care of their problem really fast.

RP: Right. And I think from an end user point of view, that’s really important. That a lot of times, we complain only because we want to be heard. And so as a business owner, a lot of times,we have fear that, “Oh I don’t want that negative review” or “I don’t want any negativity out there.” But realize that if you handle it correctly, you can actually spin it into a positive and take that person who just really wanted to be heard and acknowledged. And I think what you’re saying, Sarah, is that if you can control, if you know they’re going to post anyhow, but if you can corral people to post on your page so that you have instant notification… Same thing on Twitter, we talked about the Twitter app. It’s really easy, it’ll pop up on your phone, “Hey, somebody mentioned you on a post,” makes it really easy to respond. And think about the PR spin on this, that somebody’s got a negative complaint and as a business owner, you go and you engage with that person in a positive way, apologizing, and saying, “Hey, I’m sorry you’re upset. What can I do to fix it?” or “You know what? Give me a call or I’ll call you,” depending on the situation. But taking that immediate reaction or taking that immediate action, other people are gonna notice also, not just the individual person that had the problem, but other people on social media will see it too, won’t they?

SG: Yeah, absolutely. So especially on Twitter, everybody that follows you and everybody that follows the person that complained, they’re all gonna see the interaction. So, yes, you can definitely turn it into a positive for you, for your business, where you handle it appropriately, apologize for the mistake or problem, whatever it is, and take actions to correct it, you make them happy. Then they’re gonna turn around and praise you and everybody’s gonna see that interaction. So it’s a positive for you because everybody knows we’re all human, all the people that run the local businesses. We’re all human. We know we make mistakes. Our employees make mistakes. It’s how you respond to that is really what’s gonna set you apart. And people are gonna see like, “Okay, they made a mistake but they totally fixed it and made her happy”, all these other people that may not already be your customers are gonna look favorably on you and they may go as far as research you a little bit further and become customers because of how you handled that, even though it all started from a complaint.

RP: Right. And I think that’s really important to know, that as a business owner, the reality is if you’re in business long enough, you’re gonna piss somebody off. That’s just, unfortunately it’s the nature of the beast. Regardless of how well we take care of things, if you’re in business long enough, you’re gonna piss somebody off and it’s gonna go out there. And I don’t think it’s a bad thing necessarily from a social media point of view, and I’ll use Yelp as an example on this one and the fact that if I’m, typically it’s a restaurant that I use Yelp for, and if I go on and I’m looking at restaurants, I don’t expect everything to be five stars. Everybody has different tastes. People will arrive right when it’s a rush, they’re at the end of the line of a big rush. And those things happen and maybe they had to wait longer. Those experiences are just a natural way of life.

So when I go to a Yelp review, if I see that they have multiple reviews and it’s all fantastic and everything’s lovely and life is full of rainbows and unicorns, I actually get a little nervous. I go, “Maybe, how honest are these reviews?” versus an overall average of say between three and a half to four stars. I can go, “Okay, is there a consistent message in there that people have the same complaint or are they different complaints at different times?” and if that’s the case then I go, “Alright, overall, it’s got very good reviews.” The fact that they have a couple of minor complaints here and there, that’s human, not gonna worry about it.

SG: Yeah, absolutely. And also, the businesses are so worried about the really, really negative kind of crazy ones, here’s a note to business owners. We’re not dumb. We know that they’re crazy too. And so exactly, if you’re seeing this kind of an average three to four stars but the overall is someone like they didn’t quite particularly like the food or one server was not great but the rest of the staff was great, we’re smart enough to figure that out. I had a client once with a lady, I mean she clearly was on drugs when she wrote the review, and it was incredible what she wrote, and it was crazy. And all the rest of these reviews, for the most part, were good reviews. And he was so worried about it that… Just don’t worry about it. Just keep asking your customers if they liked your service, review me on Yelp, bury that review. But people can tell the difference between a legitimate like, “Eh, I didn’t really like this place”, or “The service was really bad and it wasn’t well taken care of”, versus the crazy person who will never be satisfied by anything.

So it’s definitely, having that negative out there isn’t terrible. It really is how you respond to it. If you respond to it negatively or not at all, then you’re just gonna hurt your image even more. And if you respond to it in a quick manner, in a really positive way, and take care of the person and solve the problem, especially at a restaurant if they had really bad service or the food was not great, invite them back, give them a discount. Have them come back to the restaurant and take care of them and have them give you another chance. That’s often a great way to bring them back in and change their opinion of you. But, ’cause you’re right. People just want to be heard when they’re complaining. And so if you listen to them and interact to them and take care of it, they’re gonna be a lot happier and then, that you could turn them into someone who becomes a rave reviewer of you online. And so they started with a complaint and now they’re telling everybody how awesome you are. And that’s exactly what your goal is.

RP: Right. And the one thing I’m really surprised is as powerful as Yelp is, and I’m talking specifically the small business owners because I know a lot of them are not active on Twitter and Facebook. But Yelp is such a very powerful tool, especially if you’re a service-related industry, obviously restaurants, but even if you get in the dentist, optometrist, anything where it’s service-related is take the time to claim your Yelp account and respond to both positive and negative reviews. It doesn’t take a lot of time. And you mentioned earlier that Yelp is not gonna send you an email when there’s a new review on your account, so you have to calendar it once a month or once a quarter, and go in and check and see if there’s any comments depending on how often people leave comments. I think that’s really important.

We’re running out of time. So I wanted to go into good cop, bad cop, as far as social media goes, and we were talking before the broadcast started where I had an experience, flew down to San Diego, very first time that I ever used Avis as a rental car company, and flew in relatively late. By the time we hit the counter, it’s midnight. You get on, in San Diego, when you get on, when you land, the rental cars aren’t right there. They’re nearby, but they have to shuttle bus you. So you have to go out to the shuttle bus station. You gotta wait for the Avis bus to show up. And we get in and the guys goes, “Well, you preferred?” And I’m like, “Nope, not preferred, I’m just a regular Joe with a rental car or looking for a rental car,” and he points to the back of the bus.

So the front of the bus was reserved for preferred customers and for us, just holiday flyers, back to the bus, didn’t really leave a positive taste in my mouth initially, from a just first time experience with Avis. And then you get there, they drop you off, you go in, everybody’s kind of grumpy at midnight. The staff wasn’t really enthusiastic, wasn’t really a positive experience and once we actually get through the whole process the guy gives me my check that has all the information and that’s it. There’s no car keys, no nothing. And remember this is the first time I’ve used Avis, so I’m like, “What do I do?” And he goes, “Oh, well your car’s out front.” And I go, “Well, which car do I take?” And the guy grabs the paperwork and he flips it open and he looks on the receipt and inside the receipt is a parking space number.

On the outside of the book that he gave me is a parking receipt number slot, but he never filled it in. So he scribbles it down real quick and points me out. We go out the door and we’re in San Diego, relatively busy airport, there are a lot of cars and I don’t know which ones are being returned, which ones are being picked up and I’m with my girlfriend and we’re both kinda looking around going, “I don’t know where the hell we’re supposed to go because we were just told to go outside,” and one of the guys that works there, obviously low level, he’s returning a car, he’s probably the guy that washes them in broken English asks me if I need directions. I go, “Yeah, I’m trying to figure out where the car is,” and he actually showed us. He was the most polite, engaging person that they had there.

So we go to the parking space and the parking space is empty where our car’s at. There’s no rental car there. And I’m like, “Well, this is great. It’s been a bad experience. It’s midnight, I’m tired,” and so I look inside ’cause I noticed that when the guy looked for the parking spot, he looked inside on the ticket. And I thought, well maybe there would be a description of the car and fortunately, there was a license plate number, two slots down was our car. So when I got back, I left a nice little message on Twitter and I actually hashtagged Avis so that they would see it. And this is, I think we’re pushing two weeks now, haven’t heard from them. Don’t expect it. So Avis, I don’t plan on doing business with you and you guys probably don’t care because you’ve got plenty of other people out there, but just wanted to let you know. So on a lighter note though, you actually had a very positive experience where you engaged in social media.

SG: I did. When we moved to our new house, we were having Comcast installed and it was initially a really awful experience of me, sitting here twiddling my thumbs, with no internet, no TV, no nothing. And so I couldn’t work, I couldn’t go anywhere ’cause I’m waiting for their four-hour window that turned into 16 hours over two days of incompetent people showing up, nobody showing up, appointments I was told were scheduled, not scheduled, and I finally got… That was Friday, Saturday, Sunday, they finally showed up to install my services. But at one point, I think it was Saturday night when they didn’t show up again and there was no record of the appointment I was supposed to have for Saturday morning which I cancelled a service project for my Rotary Club and some other family engagement. I didn’t do any of that Saturday morning so Comcast could not show up.

I posted on Twitter and I had two Comcast employees respond to me, one really quickly, one a little bit delayed and had gotten comments about it, a phone number for a specific person to handle everything for us. Got everything installed but they not only responded really quickly, I mean ’cause I was livid. I lost all of Friday ’cause I couldn’t go to the office to work, I lost all of Saturday, and the service project happened to be one I really, really wanted to go to. We do a lot of service projects and that was one that was really important to me that I couldn’t go to ’cause my husband was out of town, so it had to be me. And so, I was livid and I was not nice on Twitter. It’s one of my few really not nice posts, but they responded really well, really took care of us, ended up… And the free stuff is a nice perk but it was the being heard and compensating me at least somewhat for my time sitting around because they screwed up so badly.

And so that’s where you can see the difference is, I was livid and within a few days, I was happy with them. ‘Cause once their services are here, they’re great, it’s just sometimes getting them installed is not so awesome. So you can see the differences between your Avis experience and my Comcast, both the whole thing was bad but how they handled it and how their employees handled it made a world of difference, and that was just for them paying attention to their Twitter account mentions, ’cause I’ve definitely tagged them on my tweets. So any business can do that and pay attention to it and create a culture of taking care of your customers through social media.

RP: Right, and the reality is this conversation that we’re having now about, “Oh, I had a bad experience that wasn’t rectified,” you had a positive experience that was rectified, you and I are not the only people that we’ve told this story to. You’ve told this story to many other people. I’ve told this story to many other people so that all is part of that brand, what’s the identity that people start associating brands with, because if they start hearing the same negative story over and over and over again then they’re gonna have a negative affinity towards that brand versus here’s a negative that turned into a positive, “Oh okay, this brand has a positive association now.”

SG: And in the world of, when you’ve got competition, customer service can be the thing that defines you and makes you different than everyone else. You can choose between several car companies. We are never going to choose Avis again because not only was our customer service poor, they didn’t do anything to make you feel better after the fact, versus I have other options for internet and TV, they’re not necessarily as fast as Comcast, but I do have other options but I’m not going to switch because they have great customer service and and took care of me. It took a little bit of time and aggravation, but they did take care of me and made me a satisfied customer. So to utilize in customer service define you and differentiate you from your competition could be huge.

RP: Right. Alright, so, business owners, your action step this week, I think the first thing you can do is if you haven’t reviewed your Yelp account in some time, go on your Yelp account, check it out. Are there reviews? If there are reviews on there, I don’t care how old they are, they could be five years old, go in there and leave a response and leave a response and let those people know that you appreciate the fact that they left something positive and let them know that if it’s a negative, that you are there to fix it. Not make excuses. But fix it. And then the other thing that Sarah mentioned early on in this broadcast is make sure you have a link to your Twitter account, Facebook account, on your website, that way, you can draw people, push people into your website, to leave responses so that you get notifications. With that, we’re a little bit over time. I apologize. Sarah, as always, I appreciate your time and I hope you have a great rest of your day.

SG: Thank you, Ryan, I hope you do, too.

About Ryan Perry

Ryan Perry has taken his 10+ years of business ownership and hands-on marketing skills and focused them on online marketing. In April of 2009, he started Simple Biz Support with an emphasis on Search Engine Optimization (SEO). Ryan is propelling local business websites to the top of Google, Yahoo and Bing resulting in increased market exposure and revenue for his clients using a variety of internet marketing tools including blogs, article submissions and video. Additionally, Ryan speaks and vlogs (video blogs) about internet marketing, educating business owners how to effectively use various SEO tools and techniques to promote their business on the internet. Ryan currently resides in Santa Rosa, CA. Connect with Ryan on Google+