Customer Service Rules in the Digital Age

Originally posted on Dan Galante's Sales & Marketing blog:

In my post Building the Brands of Tomorrow, I stated that one of the things that companies needed to do to build the brand of the future is to listen to their customers. This means handling customer complaints promptly. We are in the digital age. In this age, social networks are the wave of the future. Today’s consumer is an empowered consumer. A customer can quickly share their thoughts about a product or an experience on Facebook, Twitter, Google and many other networks. Brands need to be present on social networks to interact and engage with the empowered consumer. More and more consumers are consulting their social networks for product recommendations.

Many companies are not fielding the empowered consumers’ complaints on social networks. In other words they are not providing customer service on social networks. Whenever we have an issue with a product, we have to call an 800 number which…

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The Basic Principles of Marketing have changed or have they?

Originally posted on Dan Galante's Sales & Marketing blog:

Marketing in the digital age has shifted from content to context. Up until recently, many brands created the content that was used to market their products. Consumers were expected to like their products just because they looked cool or were hip. With the rise of social networking with sites such as Facebook and Twitter, this started to change. People began to express themselves online more and more. Ultimately, this led to sharing their experiences online. Noticing this trend, many brands immediately launched Facebook pages, this lead to the shift from content to context marketing. Instead of creating content, many brands Like Coke and Pepsi had their consumers create content for their marketing campaigns. Customers would upload videos of the products and they would like the brands Facebook pages. Consumers have access to more information about products and services than ever before so brands have to have a compelling message.

Last…

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How to Develop and Market a Product

Originally posted on Dan Galante's Sales & Marketing blog:

Developing and marketing a product, requires a lot of planning. You need a vision for your product. Whether you are a start-up company or a product manager launching a new product, there is a lot of research that has to take place. Your budget will dictate the size of your marketing campaign. However, you are in control on how to allocate that budget. I touched on some of the questions that should be asked in a previous post.  I will focus on them in more detail. The research should focus on the following:

  • What is the product designed to do?

You will need to be able to answer this question in writing (product literature) through creating and implementing product demonstrations that tell a story. This story should demonstrate a need that is not currently being met. Once this need is identified, it is your job to show how people…

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How to Get Customers to Pay On Time While Keeping their Business

Originally posted on Dan Galante's Sales & Marketing blog:

When we deal with customers, it is important to get them to pay their invoices in a timely manner. What a timely manner means is dependent on your company’s payment policy. Are these customers C.O.D or are they net 30, net 60, net 90 or longer? This payment structure is based on the length of the sales cycle.

What can we do to make sure that customers pay their invoices on time?

Develop and nurture the relationship with your customer.

Do the following:

1 When you complete the sale, put all details in writing. Agree on a method of payment with your customer.

2 Follow through with the implementation of the sale and check in with your customer to make sure they a happy with their purchase.

3 If the customer voices concerns or has an issue with your product, address it immediately.

4 Make sure that you honor the warranty…

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Building your Personal & Corporate Brand using LinkedIn

Originally posted on Dan Galante's Sales & Marketing blog:

Use of social media is essential in personal and corporate branding.  The networks that brands should be on are LinkedIn, Twitter, Facebook, YouTube and Google+. Writing blogs and having websites are also essential for building a brand.  Today I am going to discuss how to build your brand using LinkedIn. LinkedIn is a professional networking site that allows people to search for jobs and connect with people they know. You can also make new connections on the site. Right now, 135 million people around the world are using LinkedIn.

The Basics

LinkedIn allows users to sign up for free. To get started you need to do the following.

1 Click on the join today tab.

2 Enter a first and last name.

3 Enter a valid email address.

4 Create a password.

Creating a profile

Once you have created a password you, will need to identify your geographic location and provide information…

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Building the Brands of Tomorrow

Originally posted on Dan Galante's Sales & Marketing blog:

Previously, I discussed about how to develop and market a product. In this post, I am going to discuss how you can build a brand for tomorrow. While attending the Pivot Conference in New York City, I learned that whether you are a start-up company or a large fortune 500, it imperative that you react and anticipate changes in your customers’ needs. For a brand to be successful today and in the future it has to be customer focused. In the past, brands would create content that consumers had to like. Today brands are co-created through shared experience with the consumers. This co-branding effort is happening on social networking sites like Twitter, Facebook and YouTube. Customers are sharing their experiences with the use of different products. They are liking their products on Facebook, sharing their thoughts on Twitter and posting YouTube videos. Brands such as Coke and Pepsi are great…

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How to Setup Google Analytics on Your Website and Blog

Originally posted on Dan Galante's Sales & Marketing blog:

Google Analytics is a great way to monitor your efforts online. It allows you to see how many people are visiting your site, the duration of their visit, what content they are looking at and from what network. You can also see what country they are from. Another thing you could do is to set custom goals to check for certain things. The site allows you to measure the amount of traffic that comes from social networks. To access this, just click under the social tab under traffic sources. Google Analytics also lets you track your Adwords campaigns. I use Google Analytics for my website and tumblr blog.

Today I am going to discuss how to setup Google analytics for your website and blog. The first thing that you will need to get started is a Gmail account. Now with your Gmail account, go to the Google Analytics website. You…

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