Topic: Reputation

Reputation tips and tricks

Leveling Up 0

How our team takes advantage of our professional development opportunities

At Main Street Hub, we pride ourselves on creating more than just jobs for our team — we create career opportunities.

One of the best ways to retain the incredible talent we have on our team is by continually investing in every person in a variety of ways, including our Professional Development Speaker Series, recurring trainings, and specialty programs.

“It’s important for any company to offer these opportunities because it helps talented individuals reach their fullest potential, which benefits both the company and the employee in the long run,” NYC Sales Representative Lekan Andrew.

Not only do majority of people in the workforce consider professional development and the ability to grow at their company important, it can greatly affect how happy employees are at their current job.

Hear from some of our Hubsters about why they think professional development is important and how Main Street Hub has helped them grow:

Associate Project Manager Chelsea Poe attributes her entire career path to the professional development opportunities she’s had here at Main Street Hub.

To me, professional development is one of the most important things to start exploring early on in your career. At Main Street Hub, I’ve been really proactive about jumping on the opportunities that are offered here, and because of those opportunities, I’ve met a lot of great people and learned a ton of invaluable things and lessons.

“Taking part in different professional development opportunities put me on a new career path that I didn’t even know existed before I started working here. I get to work with a fantastic team and learn from people who are more established in their career than I am. Everyone is always more than willing to help me, advise me, let me pick their brain, and provide feedback, and I think that has been a critical piece of my professional development.”

Manager, Studios John Vari thinks a large portion of professional development comes from the company’s culture that encourages Hubsters to Challenge Themselves every day to grow and develop.

“Don’t just wait for opportunities to find you — challenge yourself to develop each and every day. Set aggressive goals and then work hard to outperform them. Find problems you’re passionate about solving and then take any opportunity to help solve them. If you’re too comfortable, you’re not growing.”

Every day, we look for opportunities to help our teammates elevate their careers — it’s how we continue to build a world-class team and provide the best service for our customers.

Want to grow your career? Apply to join our team here!

Watch our team grow — follow us on Twitter, Facebook, LinkedIn, and Instagram!

Leveling Up 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

Put Marketing on the Menu 0

Social media marketing tips & insights for restaurants

Crafting the perfect menu, designing a beautiful interior, and hiring an attentive staff are all integral to your restaurant’s success — but so is your digital marketing!

About 88% of customers are influenced by what they see online about your business, and 75% of customers will buy a product because they saw it on social media.

TripAdvisor, which has over four million restaurants listed on its site, conducted a survey of restaurateurs and how they market their business.

Here are some of their key findings:

Over the past few years, marketing for restaurants has transitioned from primarily offline marketing, like direct mail and flyers, to online marketing, like social media and email sends.

Digital marketing is generally more cost-effective than traditional marketing efforts. This means you can spend less money, while still driving more business.

Running a business is time-consuming — so is running a business’ social media pages, email marketing, reputation management, and website.

Restaurant owners know how important their online marketing is, but they don’t have the time to dedicate to keeping their online presence spotless.

Social media and reputation management is a full-time job, but most restaurants don’t have a person whose job is just that.

In order to offset that, some restaurants will partner with companies who offer marketing and social media services, like us!

One thing that sets Main Street Hub apart from other companies is that we are entirely do-it-for-you, meaning you can focus on running your restaurant, and we’ll take care of everything else.

Learn more about what Main Street Hub does here and more about how we can help your business here.

Keep up with marketing trends — follow us on Twitter, Facebook, LinkedIn, and Instagram!

Put Marketing on the Menu 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

#32 – Equifax’s real reputation mistake, Nazi costumes are never a good idea, clowns have a reputation problem, but Gainesville PD does not! 0

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Five reputation case studies, five reputation lessons!

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:

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):

Andy Beal:                  Welcome back. We’re going to do something a little bit different this week. Five stories that caught my attention and five reputation lessons that go along with them.

So, number one is Equifax. You’re probably aware that they had one of the largest data hacks in history. 143,000,000 consumers affected by this, had their data stolen. What makes it particularly bad is that credit card information, drivers license numbers, social security numbers, all of that stuff was stolen. Now, the hack itself was bad news, but you could argue that the biggest reputation hit that Equifax took was how they handled it. They completely bungled everything from the website that they set up, to insinuating that if you took their free services you wouldn’t be able to sue them later on, all kinds of things.

So the problem that they had, and our reputation lesson as a result is, they assumed that because they’re not really a consumer facing site, they generally work with financial institutions, investors, that kind of stuff, they assumed they didn’t have a consumer facing reputation, and of course, they do. Not directly, but certainly indirectly. So even if you’re a B2B company, you need to have a consumer response, you need to be aware that at some point you are going to have a reputation disaster that’s going to get into the spotlight and is going to require answers and response to consumers. So that’s our lesson for Equifax.

Number two, Pizza Hut. So during the storm with Hurricane Irma, one local Pizza Hut manager threatened disciplinary action to employees if they tried to evacuate outside a specific set guideline of hours that they could evacuate. So basically, if you left too soon or didn’t come back in time, you could face disciplinary action. Of course, this got leaked onto the internet, caused a big headache for Pizza Hut in general.

So lessons here, assume that all internal memos will be leaked. Putting stuff in writing, sending something to an employee, posting it to a internal forum, message board, whatever it is, always assume that at some point someone’s going to be upset enough that they’re going to leak this, and how will that look for your brand? Then for Pizza Hut, this was a franchise owner, but this is a franchise owner of your Pizza Hut brand, so in this instance they should have taken precautions to have a more corporate policy on this kind of stuff as to when employees could leave and come back, and maybe loosen the chains. And in fact, Pizza Hut did come out and say that this is an isolated incident and that the franchise owner’s been spoken to. But you cannot brush off, you cannot set aside and say, “We’re not going to take responsibility, this is down to the local managers.” When that local manager could have a massive negative effect on your corporate reputation.

Number three, we’re going to take a look at Paul Hollywood. He’s a TV celebrity chef. I don’t know him personally, but he’s popular enough that he got into some trouble when a 14 year old photo of him wearing a German Nazi uniform surfaced. Now, mitigating circumstances here, he was on his way to a themed party for the British comedy ‘Allo ‘Allo, which is kind of like Hogan’s Heroes kind of type thing where it’s a comedy about the war, but it’s constantly mocking the Germans and making them look bad. So in context, not so bad. But he goes into a pub, gets a photo taken, and 14 years later he’s having to apologize.

Now, lessons here, just because it was 14 years ago doesn’t insulate you from a reputation scandal. You still need to be ready to give an account for it. But the main lesson is, you can’t predict when this stuff is going to come out, so you can’t always assume that there’s going to be some kind of context around it. People were not necessarily given the context that he was going to a party. So anything that you do, any action you take, any costume you put on, ask yourself, “Without the context of why I’m doing this, could people be offended by this?”

Now, yeah, some people are going to be offended by everything. But could the majority of people be offended by this? In his case, him wearing a German Nazi uniform without any explanation, especially in these last few days, definitely going to offend a lot of people. So you have to assume, “Okay, without context would I offend people?” If so, don’t do it. So that’s a good rule of thumb for emails, advertising campaigns, promotions you do with your customers. Think about, okay, this might go down well with our customers, but if somebody else saw it, would it be poor taste?

Number four, do you think that clowns have a reputation problem? Well, apparently the World Clown Association is blaming Stephen King’s It reboot for ruining their reputation. Saying that it’s giving clowns a bad name and making people scared of clowns. Okay, reputation lesson here, your reputation is just a mirror of your character. So I would argue that there are a lot of people that find clowns to be creepy, regardless of whether or not they’ve even heard of Stephen King’s movie and book, let alone read it or seen it. So clowns, half the people probably fear clowns anyway because they’re kind of creepy.

However, what could the clowns do here? I can’t believe I’m discussing this. All right, so the clowns should be out in force at every movie theater, they should have rallies going on, they should be doing tricks and balloon animals and putting pies in their face, to reassure people that, “Hey, clowns are fun. We’re not creepy.” There should be just a concerted effort, so at this point when clowns are being discussed and shown, that hey, don’t be afraid of clowns. Yes, there’s a few freaks out there, but clowns are fun. But however, you’ve got to consider this and you’ve got to say to yourself, clowns, “Hey, we are a little bit creepy. We’re grown ass men walking around with makeup on, with funny wigs and funny costumes.”

Number five, Gainesville Police Department. They posted a picture of three handsome police officers that were about to do the night shift and go out and help with the hurricane cleanup. Now, the guys were good looking, having fun. The police department did not objectify the officers, they just posted it. They were saying, “Hey, look, here’s three guys that posted a selfie and they’re going out to do cleanup.” 413,000 likes later, 233,000 shares, 150,000 comments. And now they’re going to produce a calendar.

So the reputation lesson here is, don’t be an anonymous brand, right? Show the people in your company. Let them take pride in their work. Have a little bit of fun. The Gainesville Police department joined in with all the comments and decided that, “Hey, you know what, this is some harmless fun.” Like I said, they didn’t objectify the officers, so don’t ever do that. But if your audience does, finds them to be handsome, good looking guys, asking if they’re married, if they’d like to go on a date, all that kind of stuff, just go along with it. You’d be surprised, a single post, huge social sharing, and a big win for the Gainesville Police Department, and a lot of good publicity for them.

All right, so that’s five reputation case studies for the week, five lessons from that. Hopefully we’ll be back to our normal format next time, so please tune in or visit our Facebook page /AndyBealORM, leave us a question, point out any stories you’d like us to talk about, and we’ll see you again next time. Bye bye.

The post #32 – Equifax’s real reputation mistake, Nazi costumes are never a good idea, clowns have a reputation problem, but Gainesville PD does not! appeared first on Andy Beal .

Source: Andy Beal

MoviePass faces a ReputationFail with bungled unlimited movie offer 0

MoviePass generated an enormous amount of good buzz last month when they lowered the price on their “Unlimited” movie pass to only $9.95. For only $10 a month, the pass allows a person to see one movie every 24 hours, at almost any theater in the country. Crazy, right?

But this isn’t the plan of some overly ambitious, newbie start-up team. This comes from Mitch Lowe – the man who helped launch Netflix and Redbox. This is a man who has experience with entertainment disruption and low price subscription plans that result in large profits.

So what went wrong this time around?

In 2 days, the company saw more growth than they’d seen in their entire six years of business adding an estimated 150,000 new subscribers to the 20,000 they already had.

What happens when more than 100,000 people try to hit a website in the same 48 hour period? It crashes, over and over.

Reputation Strike 1: not anticipating and preparing for the heavier than normal usage. (We see this a lot on Black Friday)

Damage done: not too much. People were upset but most were willing to wait it out as the value was just too good to pass up.

Once people got into the site, they encountered a different problem. They couldn’t find out if their local theater accepted MoviePass before signing up. (This wasn’t actually true, but that’s how it appeared). This made people anxious and started a large flow of customer service emails that couldn’t be answered.

Reputation Strike 2: not making the process crystal clear on the site, including obvious lists of participating theaters on the web (not just on the app).

Reputation Plus Points 1: MoviePass posted a statement on their blog, explaining the situation and offering direct links to the FAQ.

Damage done: this one started to hurt. People began to feel like they were being scammed when MoviePass kept replying “don’t worry, 99% of theaters are covered”. Meanwhile the AMC movie chain was publicly promising to block anyone using the program.

Stage three was card delivery. I signed up on day one and expected my card in the projected 3-5 business days. I was excited and anxious to try this new toy but after waiting two weeks, I got an email saying that “due to the large volume” I wouldn’t get my pass until well into September.

Reputation Strike 3: not anticipating the load again, forcing people to wait nearly a month for delivery.

Reputation Plus Points 2: sending a letter to explain the delay and giving anticipated shipping dates.

Damage Done: even though the letter helped, it didn’t stop the constant barrage of people complaining about late delivery on Facebook, Twitter, the FAQ pages and all forms of MoviePass customer service. Complaints – but few actually threatening to cancel.

Now it’s mid-September and MoviePass – despite having 3 strikes against it – is starting to turn the tide. Cards have been delivered, people are going to the movies and the positive reviews are trickling in. “Trickling” being the important word here, because many people (including me) are still stuck in MoviePass madness.

In my case, my first attempt to use the card resulted in a decline by my theater because the system didn’t load enough money on the card to pay for the ticket ($3.50 credit toward a $12.00 ticket). I contacted customer service through the app chat while I was at the theater. I got a response an hour later in the form of another question, not a solution. I also tried Twitter customer service but no response at all. It was there that I encountered the 100s and 100s of people like me who were asking about declined cards, glitches in the app, how to get reimbursed for tickets (the robo answer tells you to pay full price and then send proof to Moviepass for a refund).

Reputation Strike 4: a system that can’t handle the load plus an overwhelmed customer service center equals. . .

Major Reputation Damage: at this point, people are planning to cancel – if they can figure out how. Journalists are writing full articles about MoviePass fail and some are speculating that this whole thing was a scam to bolster the company before sale or bankruptcy. They knew they couldn’t make a profit with this many customers, so they’re purposely driving people to cancel to get the right balance. I suppose it’s possible, but I doubt that’s the case.

The final blow comes in the form of a sarcastic tweet response that probably came from an overwrought, overworked customer service agent. There’s no excuse for this, but it’s understandable.

Final Tally:  For only $9.95 a month, Moviepass bought itself one heck of a lot of publicity both good and bad. At the moment, the bad side appears to be winning but if they can become better communicators while they fix the problems, that will go a long way toward shifting public opinion.

UPDATE: Looks like they heard us! MoviePass just posted another update saying they’ve increased manpower to take care of the backlog. That’s how you mend a broken rep!

Source: Reputation Refinery

Top Five Takeaways from my BrandYourself Internship 0

A summer internship for a college student is a huge learning experience, inside and outside of the office. Not only do you learn the ins and outs of your industry, but you also get first-hand experience of what it feels like to be a part of a well-oiled machine. My past eight weeks interning at BrandYourself in NYC flew by, but these are the most prominent lessons I picked up along the way.

If you were ever on the edge of your seat wondering what being an intern at a tech startup is like, you’re in for a treat — or a comprehensive breakdown of a treat.

Marketing at BrandYourself

BrandYourself, Marketing, Internship, computer icon

As a marketing intern at a small-medium sized business like BrandYourself, I was thrown into the flames of responsibility with minimal hand-holding. This was awesome, and exactly what I was looking for. Most of my work experience is in small to medium-sized businesses. I am a strong advocate for hands-on work in this kind of environment.

Just because an internship is not at a large company, that doesn’t mean their internship program is any less legitimate or hardcore. If anything, the number of projects you get to work on and the amount of responsibility you’re given increases.

Another cool advantage of interning at a smaller sized company is that you get to work with your coworkers instead of fellow interns. There’s a lot more direct teaching and learning. This can be a little intimidating at first, but being intimidated just means there’s always room to improve, right?

Some of my tasks over the past two months have been to collect, compile and analyze copious amounts of research that goes into blog series and BY guides. I also created mock-ups for informational handouts on different graphic design platforms. I organized and compiled images that feature in blogs, put together visual Slideshares and more.

During my time here, I found myself trying to find the answers to these 2 questions:

  1. How can we create high-quality content that best markets BrandYourself?
  2. How can our efforts better market the emerging SEO and ORM industries?

I got my hands on a huge variety of tasks and exercised my muscles in different skill sets. This was awesome.

What I have learned

1. The SEO industry is booming!

Before I started this internship, I never really thought twice about Google. The most popular search engine seemed like it was just that, functional and giving me the answers that I need. I didn’t realize that Google constantly updates their algorithms to fit the needs of users and determine trends of the SEO world. It’s important to keep updated with how you engage online to maximize your online presence and your search-ability on Google. The SEO world is expanding and changing to cater to our online habits. As technology evolves, so will this industry. Keep up! Or try to — like I am.

2. At every stage of your life, someone is googling you and checking your social media

That said, be wary of what you are putting out there. Your personality is easily translated online. And now with simple search tactics, people can find out who you are and what you are like even if they have never met you in person. Social media doesn’t need to be a trap, you just have to use it to your advantage. Create and share content related to your hobbies, your industry, and your interests. This all adds up to how others perceive you online. Also, keep in mind that your online presence isn’t just about what you are posting. It’s what you’re liking, what you’re commenting on and what your friends are commenting on. This digital trail won’t go away and is very trackable. Tread lightly! Be smart! P.S. – your social media is not your diary. Don’t treat it as one.

3. Millennials have a serious dependency on social media now more than ever.

I’ve said it about ten times and I will say it again: make sure you are using your platforms to your advantage. If you’re on social media every waking moment of the day (like I am), you need to make sure you are not using it negatively. As millennials and college students, we are so dependent on social media. We use it to find, our next meal, where we want to go out at night, what we want to buy online, how we want to dress, who we want to date…I could go on. Make sure that you want others to see what you put out there about yourself.

4. In regards to anything related to content… never work alone

On to more work-related lessons. You (should) never work alone when it comes to content management and marketing. Everything from content strategy and research, to visualizing designs, managing the timeline of pushing out content, to choosing the right platforms for each post, image or infographic… it is a giant team effort. When a team is as cohesive as the marketing team is at BY, their communication channels will most likely not break down. I’m really glad I got to be a part of and observe what a marketing machine looks like.

5. Have a sense of humor!

Research isn’t the most glamorous job in the world. Great content isn’t created in a day. Make a good playlist. Keep going.

Interested in interning or working at BrandYourself? Check out the careers page for more info.

Amanda-Chou-ThriveAmanda Chou is pursuing a B.S. Degree in Public Relations and Political Science at Syracuse University. With strong interests in graphic design, media marketing, and written and visual content creation, she serves as Chief Marketing Officer of Thrive Projects – an organization that develops sustainable, community-based solutions through customized vocational training programs and proper utilization of local resources. She is also the current President of the local chapter of Thrive Projects at Syracuse University.

The post Top Five Takeaways from my BrandYourself Internship appeared first on BrandYourself Blog | ORM And Personal Branding.

Source: Brandyourself