Add some sparkle to your digital personality

As a business it is important to show a personality that reflects the brand culture. Remember you are doing business with people so a human and relatable element to what you do is vital for success.

You can add a little bit of sparkle to your digital personality. Even in the most traditional business types there is no room for drab or boring. People want to do business with people they like and can relate to. Boring does not cut it anymore!

It is possible to mix fun & personality with business and this the best place to do this is in your language and content on your digital channels, starting with your website.  The words and language you use should reflect what you do. I have so many conversations with businesses who tell me one thing but their story does not even remotely be seen on their website. There is a total disconnect!

The other key area is in the content you create. Social media, blogs, video, podcasts, Fact Sheets, whatever the format or channel, you ca add your own touch of sparkle or personality to it.

Who does this well?  Brands and people that don’t apologise for being who they are but celebrate their uniqueness. Think Gary van Der Chuck, Marie Forleo, Michelle Bridges, Black Milk Clothing, Air BnB, Uber & Boost Juice. They are not afraid to be a little quirky, outside the norm and prefer authenticity to perfection and their audiences LOVE them for it.

Here are some tips to help you add some sparkle to your digital personality:

  • Be authentically you –authenticity is a vital component of great digital content. It is why the most successful companies are where they are. Their customers relate to them on their level and even though they might not be perfect, they are authentic.
  • Don’t pretend, be fake or try and be someone you are not – I love Oprah but I am not going to copy her style or try to be someone I am not. People can see through fake!
  • Don’t apologise for being who you are – not everyone will like you and that is OK. You can choose to do business with people you like spending time with. Life is too short to have to deal with people who don’t appreciate you
  • Use different formats & channels – try video, podcasts, fun meme’s or cartoons. Find what works for you, your personality and your audience. Mix it up, test it and refine.
  • Share your story – we all have a unique story to share. Your About Us page should reflect this and doesn’t need to take the same format as every other page out there

Digital doesn’t have to be boring. In fact being boring and highly polished will probably work against you in this personalised fast pace world we live in. Don’t be afraid to add a bit of sparkle and remember to always be you.

My personal mantra is ‘Never let anyone dull your sparkle’

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What is a Digital Concierge QandA

I have been asked a lot of questions recently about what a Digital Concierge is and how businesses can use this service. So I created a video to answer some of your questions. Yours in Digital.

Tanya

Digital customer service – do you pass or fail?

Often a digital channel will be the first interaction with a potential customer so it is vital that you give a great first impression.

Most of your digital enquiries will come via email and social media so regular monitoring of these channels is the first step in digital customer services and should form part of your sales process. You need to set up systems and processes to make the customer experience one that is enjoyable and fits with your brand’s personality. Start with these steps:

  1. When you get an email enquiry, DO NOT just answer an email with only what someone asks. Take it the next step and give them additional information. Plus don’t send a form or automated response. (automation is OK as a first email but it needs to be clear they will you will be giving a personal response to their enquiry). Go above and beyond and really listen to what the customer is asking. Ask more questions if you need to in order to answer. And whatever you do, do not call someone Babe or Honey (yes has happened to me with the company in question not understanding their audience at all)
  2. Reply quickly. Sending an automated reply that says you’ll respond in 3-4 days is NEVER EVER acceptable and just bad service (something I recently experienced with a well known fitness company) We want information fast, because we can and should get it quickly now so taking days to respond is a sure way to lose this customer for life.
  3. Don’t ask them to contact you on another channel. The reason they are contacting you on email for example is because 1.they are comfortable with it or 2. You haven’t responded on another channel (such as Twitter or Facebook).
  4. Consider the overall customer journey. Put yourself in their shoes. Would the journey from query to purchase make you comfortable? What would you want? What would make you a raving fan? What is the wow?
  5. Don’t send a copy & pasted form response. Unless you want to lose the customer forever. LISTEN and PERSONALISE your response. I see this constantly with large companies that think a form response is OK when it is not (hear that Telstra)

digital customer service

Remember that when a prospect is sending you an enquiry email they are ready to buy. These digital enquiries should take priority and you will see a return if you think of them as customers walking through your door, not annoying emails.

Digital is 24/7 and being able to do business in a global economy is amazing if you understand that simply being responsive from Mon-Fri 9 to 5 is no longer acceptable. You need to commit to monitoring all your channels outside of hours?

Digital customer service is particularly important in the lead up to Christmas as online shopping continues to increase. By not responding you handing sales to your competitors on a platter, literally!! As a consumer if someone doesn’t respond, I go to their competitor and buy from them within 24 hours. And not only have you lost the sale, you have pissed me off to the point of not wanting to do business with you in the future.  I’ve had companies contact me 3 weeks (and one took 2 months) after I had sent an email enquiry and were surprised by my response.  C’mon get with the program.

I see companies spending thousands of dollars on advertising then committing the cardinal sin of not replying to their sales enquiries that come via digital channels. Crazy!!

This is a no cost tactic that will increase your sales & conversions. Do it and stop making excuses!!

How answering your email can increase your sales

One thing that always baffles me us why businesses spend thousands of dollars on advertising then can’t even answer a customer enquiry via email. Why, why, why??

This makes absolutely NO sense. These are the businesses that complain that their ad campaigns didn’t work when it actual fact the received leads and traffic that the business didn’t convert because they didn’t do the simplest thing and answer the customer enquiry.

Digital advertising Rule 101 – answer customer queries. If someone is taking the time to email you they are genuinely interested in buying your product. Answer them!! Promptly!!

email-marketing

This one simple thing can add thousands of dollars in sales to your bottom line each year. It baffles me why so many businesses ignore email queries. Someone please explain it to me? If someone walked into your store and asked about a product would you ignore them? I don’t think so. So why do you treat them differently online?

I experience this every single day and it baffles me constantly.  And guess what, when someone doesn’t respond I wipe them forever and buy from the competitor. So you’ve not just lost this sale but future sales as well. Pretty damn stupid marketing tactic if you ask me.

Don’t be dumb. Respond to your emails and watch your sales increase.

How can you use the new Facebook features to increase sales?

You may have heard that Facebook has rolled out 6 new features as they continue to evolve their product offering.  I don’t think all changes will be useful & relevant to all businesses but I wanted to chat about a couple that I think are pretty cool & useful.

Facebook Beacon
The first is the Facebook Beacon for local business – if you haven’t heard of beacon technology by now you have probably been living under a rock.  While is it a bit slow on the uptake here in Australia it has massive scope if used correctly to reach people near your location. Facebook beacon is a device you put in your local business that sends information to people who are on Facebook near you and have Bluetooth turned on.  You can send people a welcome message with a photo, recommendations from their friends who have visited the store, a prompt to check in and more. Best of all it is free and you can request one from Facebook. I am interested to see how local businesses use this and who does it well.

facebook beacon

Send money to friends
The other new feature is the ability to send and receive money between friends which is awesome if you are planning group events. At present it is done via Messenger but only to users in the US. Simply attached your debit card to get started. Very handy if you have an ecommerce store. Likely to work similar to Google Wallet and I’m curious to see what sort of security it will have.

Lead ads
I don’t know about you, but I find it hard to fill in lead forms and details on my phone to those Facebook ads. To make it easier Facebook are testing new lead ads for mobile. If mobile users respond to an ad for something like a newsletter, business information, free report or follow-up call, they can submit their contact information (email address or phone number) with just two taps of a button. I will see how they work before I make judgement on them

So have a play and see what you think. The great thing about this technology it is a cheap to test and an inexpensive to enter a marketplace in order to reach more  customers, convert and stay engaged. No doubt there will be more changes to come soon.

Word of click is the closest thing to word of mouth

We know word of mouth works, but so does word of click. Digital allows you to have a two way conversation with your customers 24/7  and if they love your service they can promote you quickly & easily with one click.

What social media do you need?

What social media do you need? If you are starting out on social it can be very confusing working out what social media platforms you need to use for your business. For less than a cup of coffee you can get a few answers to get you started.

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