Topic: Reputation

Reputation tips and tricks

#37 – EA Games feels the full wrath of the force, Logitech loses customer Harmony, and the 3 hottest ORM tips for 2018 0

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Two tech companies face a reputation backlash but demonstrate how to quickly recover good will with their customers.

Each week, Erin Jones and I take a look at the most interesting reputation management stories, answer your questions, and share valuable ORM tactics. In this week’s episode:

  • EA Games sets new record for Reddit down votes, quickly reduces game credit costs.
  • After Logitech announces Harmony Link’s demise, backlash ensues, forcing the company to apologize and appease.
  • Erin’s back from one of the largest marketing conferences in the US, with her top 3 take aways for ORM.
  • Don’t miss Erin’s workshop in South Denver!

If you have a question you would like us to tackle, please leave a comment below or on my Facebook Page.

Transcript (forgive us for any typos):

Coming Soon!

The post #37 – EA Games feels the full wrath of the force, Logitech loses customer Harmony, and the 3 hottest ORM tips for 2018 appeared first on Andy Beal .

Source: Andy Beal

Must-Haves for Your Holiday Marketing Strategy 0

4 online marketing tips for your local retail business

With several of the biggest spending days of the year happening in November and December and consumer holiday spending steadily increasing year-over-year, there are a lot of opportunities for your local store to bring in new business!

The holiday season will bring loyal customers back to your business, as well as an influx of new customers — 73% of consumers are looking for new places to shop to buy gifts for friends and family during the holidays.

As your loyal customers plan where to buy gifts for their family and new customers are exploring stores like yours to find the perfect present for their friends, your online marketing strategy can influence your customers’ spending behaviors.

Do these 4 things, and your online presence will be the gift that keeps on giving:

Be Consistent

Consumers can be influenced by seeing a post from your business once — but 90% of consumers say they’ll make a purchase after seeing a brand’s message multiple times on multiple platforms.

Whenever you’re posting about your shop’s holiday specials online, make sure you post about them more than once to increase brand awareness and the likeliness that a customer will make a purchase.

Plan Ahead

With the bulk of holiday shopping happening between Thanksgiving and Christmas Eve, your business still has time to plan your content strategy! Take the time to develop a content calendar and posting schedule for your Facebook, Twitter, and Instagram pages.

Planning ahead ensures that your content will have time to get in front of your customers more than once and will save you time in the long run.

Connect With Your Customers

The holidays are a time of year that people associate with family, love, and joy. Creating and sharing content that evokes emotions like these will encourage people to make a purchase at your store.

Customers associate the holiday season with positivity — aligning your brand with the positive feelings that the season brings will help you connect with your followers and bring them into your store.

Build a Brand Ambassador Program

When people are deciding where to shop and what to buy for their loved ones, they are easily influenced by what they see on social media — especially on Instagram.

The more present your business is on social media, the more likely someone is to see your products and services and make a purchase. Building a network of brand ambassadors is a great way to expand your social media presence and connect with customers.

Learn how to find brand ambassadors on our blog!

Planning ahead for the holidays is important, not just in your store but online as well! Promoting your business to loyal and new customers alike will make this time of year joyous — for them and for you!

For more marketing tips, check out our blog, and follow us on Twitter, Facebook, LinkedIn, and Instagram

Must-Haves for Your Holiday Marketing Strategy was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub

What a Great Loyalty Program Can Teach You About Your Customers 0

Loyalty programs can become the best source of business intelligence

This article has been reposted, with permission, as part of a content collaboration with Thanx, a mobile marketing platform that helps merchants understand and engage their customers.

Loyalty programs typically operate with the goal of driving increased frequency from your customers. But as technology progresses, best-in-class loyalty programs can actually become your best source of business intelligence.

Customer loyalty isn’t just about punch cards — more sophisticated programs are taking their place. Unprecedented amounts of data are now available to brick-and-mortar businesses. Restaurants, car washes, entertainment centers, and bakeries are all joining the data revolution, using digital loyalty programs to gather vital customer intel. What type of “intel” exactly, you ask?

A great loyalty program can tell you EXACTLY who your customers are… even when they leave your business.

Plus, it’s a great way to engage with current and potential millennial customers! Read more here about Making an Impression on Millennials through loyalty programs and more.

While there are numerous glaring shortcomings with punch cards, one of the most egregious failures of the traditional “buy 10 get 1 free” stamp/punch card is the sheer data blindness.

Say you’re a coffee shop, and your best customer comes in every day, redeeming a free coffee from a stamp card every 11th day and then re-starting on a fresh stamp card. Sounds like a good deal for this VIP, right? Maybe… but not so much for this merchant, who has NO discernable intel on their top customer.

Imagine this top customer starts lapsing in their patronage for this coffee shop — they’ve started trying a new shop down the street. While your baristas working the front counter might be able to reactively recognize this customer by face when they’re ordering at the counter, there’s no good way to proactively reach out to this customer once they’re outside the four walls of this business. That means that, even if your incredible wait staff manages to notice this customer’s absence, they’ll have no means by which to remedy it.

As loyalty programs become more digital, the data they collect serves as a customer information bank, allowing brands to know exactly who their top customers are and reach out to them when they lapse. That’s why modern loyalty programs can double as a CRM (customer relationship management software) for brick-and-mortar businesses.

At Mixt Greens, a Thanx merchant, they make sure to use their VIP data to reach out to their best customers with holiday gifts, personalized messaging, and other VIP-specific communication.

In a survey, respondents agreed that top spenders should earn better rewards than regular guests. With a loyalty program that can automate the process of identifying and rewarding those VIPs, it’s easy to keep your best customers close (and your profits intact).

The Value of Your Top Customers

A great loyalty program will be able to show you exactly where your revenue is coming from. Your top customers generate the VAST majority of your revenue, so it’s valuable to keep them engaged and loyal. For most businesses, the top 25% of customers make up anywhere from 62% to 75% of revenue, [according to Thanx.]

Want to know how to engage these loyal customers? Try an engaging email marketing campaign and extend your customer service on social media.

Learn more about how Main Street Hub can turn your customers into loyal fans by signing up here.

What a Great Loyalty Program Can Teach You About Your Customers was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub

Business Impact of Catalan Independence Measured 0

With so many eyes on Spain and the Catalan independence movement, the business world in Spain is already feeling the impact of the political climate. Spaniards inside and outside Catalonia are using their purchasing power to express their political stance and companies are making tough choices, like whether to maintain headquarters in Catalonia. Reputation Institute’s team in Spain recently launched a study to gauge the temperature of the business climate and discover what might lie on the road ahead.


3 Major Findings from Catalan Independence Study

The crisis occurring in Catalonia creates a reputational risk for companies that have their headquarters in Catalonia. Here are some of the study’s major findings:

  1. Companies that have moved their HQ out of Catalonia due to the independence crisis have maintained their reputation in Spain (except for Catalonia); on the other hand, these same companies have a loss of 8 points in reputation from the Catalonian people.
  2. 23% of Spaniards are declaring that they have already decided not to purchase Catalan products. Another 21% declared that they haven’t yet boycotted but will quit purchasing Catalan products in future.
  3. If independence takes place, 50% of Spaniards declare that they will not purchase Catalan products. The impact for these companies will be €20 billion.

Get the full Catalan Independence Study

Download the full study to see research from both the point of view of Spaniards outside of Catalonia and from within Catalonia. What has been the impact on business to date and what can we expect in future?

Catalan-Study-CoverDownload in Spanish:
El Impacto del Desafío Independentista en la Reputación de las Empresas Catalanas

Download in English:
Catalonia’s independence crisis and its impact on Catalan companies’ reputation


Catalan Independence in the News

Source: Reputation Institute