Strategy

Sarah Worsham / May 5, 2009

Splash Pages – Thumbs Up or Down?

splashsergiotudela Now, I have to agree with Todd Zeigler over at The Bivings Group – normally I hate splash pages, especially as a user. But as Todd said, they seem to be extremely useful for collecting information (usually emails). It seems that sometimes you have to be a bit obnoxious for people to actually give you their information.

However, I want to insist that splash pages need to be used for one purpose – and one purpose only – collecting information from site visitors – getting them to sign up for your service, newsletter, whatever. They should NOT be used for a pretty flash movie or some other annoyance that serves no real purpose other than to annoy everyone. I don’t care if you spent a lot of money on that supposedly cool introduction. If you’re not using it for a real purpose, don’t do it. If you’re going to annoy your visitors, at least do it for an actual purpose – collecting information for a specific reason.

I also have to agree with Todd regarding the implementation of a splash page:

If you are going to deploy a splash page, please, please, please set it up so that a user only sees the page periodically. We usually set it up so that users who do not sign up see the page every two weeks or so. Also, make sure to set it up so that if users have already signed up for your email list they never see the splash page again. These steps will minimize the disruption to users who visit your site frequently.

(photo by sergio tudela)

Technorati tags: splash page, usability, design, business, marketing strategy, marketing

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Sarah Worsham / May 4, 2009

Word Associations – Customer Service – What Comes to Mind?

I think we all have different images about what customer service should be. But what’s the first thing that pops into your head? I polled twitter to find out:

twittercustserv A lot of frustration. As @TerryBean said, a “dying art”. @mistygirlph mentioned customer experience. @damnredhead and I had a longer conversation about how non-verbal communication is often forgotten (hands in the pocket or crossed arms). I like the images @impossibleman mentions – “standing along side” and “walking them through”.

Customer service is one of those touchpoints that companies often ignore as a cost center – or if they do provide customer service, forcing the employees to follow scripts or processes instead of actually helping customers. Customer service is a huge part of the experience companies have with customers. It’s not just about after the product/service is bought. It’s beforehand, it’s during and it’s after. Customer service is about experience and reputation. Customer service impacts all business departments – marketing, PR, accounting, etc. Being dedicated to customer service and actually providing good customer service are two different things. But customer service is something that can help companies make it through a tough economy.

I had a conversation with @CharlieCurve on the phone and he mentioned the problems Twitter was having last summer where it was down for days at a time. People were frustrated but were still fighting for the brand, wanting it to make it – embracing the FailWhale. If your product or service were to have that kind of problem, how would your customers react?

Technorati tags: customer service, brand, customer experience, business, marketing strategy, marketing

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Sarah Worsham / May 1, 2009

Social Media Use Case – Insights Group – Business CoWorking & Organic Marketing

Insights Group in Brighton, MI provides businesses with co-working space (office space you can use whenever) and organic marketing services (helping your business get more business). Co-founders Sandra Maki and Allan Curtis are inherently social people – Sandra is always ready with a hug. They’ve taken that knack of being social online to use social media to connect people and get the word out.

We are helping to teach small business owners how to use social media as one of the marketing strategies for their business. Social Media is the #1 choice to get started marketing a business, and to add to an already established plan. Best of all, it doesn’t cost you a thing. Just a bit of time invested. So many things are changing daily, and by having a presence on the web, and utilizing social media, incredible opportunities present themselves. So many of the people who have attended our classes are amazed by what doing a few simple things online start to do for their business. We have a member who has been in business for 16 years. She says that since coming to InSights classes and putting into place some of the things we teach, her business has more than doubled. Social media helps us connect to each other, fellow entrepreneurs and business people, and to our consumers. – Sandra Maki, Insights Group, Co-Founder

Insights is connecting people and to people by using a variety of social media, including Facebook, MeetUp, CollectiveX (for community) and regular blogging. Similar to directing an orchestra, various social media are used in concert to promote events, information and connect people. Using RSS feeds, Facebook and the Insights Community (CollectiveX) can be updated with posts from the blog. When events are scheduled, they are promoted on Facebook, Meetup and the Insights Community, with coverage on the blog. A synergy of socia media, using the strengths of each to reach the right audience, has helped Insights help businesses, and in the process, help themselves.

Being social is all about giving. Sandra and Allan help other businesses learn to use social media effectively, by teaching classes, providing insight and connecting people. They are helping local businesses reach beyond their traditional marketing efforts to increase their networking effectiveness. When you give and help people, they are more likely to recommend you. And, as most people who have met Sandra or Allan will attest, they are well worth the recommendation.

Is your Michigan business using social media effectively? Send us an email and tell us about it.

Technorati tags: social media, strategy, social media strategy, business, marketing strategy, marketing

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