Successful Blog

How to Use What You Have

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The baby beaver scurried back and forth between the shower stall and the doorframe. Between his teeth was a mop.

Then came a bucket and some other household items, creating a makeshift dam-like structure in the doorway. He was intent on his task, spending quite a long time constructing and tweaking the arrangement of the items.

His human “mom” was exasperated but understanding. You see, “Beave” is a rescued baby beaver. The rehabber is encouraging him to perform his instinctive tasks, even if it blockades her bathroom.

I encountered Beave and his mom on TikTok. The other people in the comments suggested that she give him building blocks, to see whether his construction would be more solid.

No, Beave wasn’t interested. Instead, he continued bringing household items from all around the home, building a beautifully messy “dam” made of buckets, toys, shoes, and anything else within baby beaver-reach.

It doesn’t have to be perfect.

There’s not even any water.

What can you do today, with the resources at your command?

If you’d like to obsess about Beave with me, you can find him @beaverbabyfurrylove on TikTok, or on their channel on YouTube: Raising the Wild.

Raising the Wild, Beaver Rehab

Customer engagement on a budget

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Customers typically want two things when they seek out your company online:

  • fast answers to their questions
  • someone to listen to them

If you’ve delegated your customer engagement to a “free” social network, you’ve automatically made it more difficult to accomplish either of those goals.

Have you ever tried to search for something that was posted a while ago in a Facebook Group? You know, that amazing answer you wrote to that customer who wanted to know if you offer discounts to dog owners? Go ahead and try it…I’ll wait…

No bueno, right?

Now try digging up a Tweet or a Twitter DM in your corporate account from a month ago where you solved that nagging login question.

See what I mean?

What if you had a space that you controlled, where you and your customers could easily find answers? A forum gives you a central hub, connected to your website, where PDFs, images, tutorial videos, Q&A, ideas, and more can be found.

The bonus? If you’re using your own domain, all of that useful information is also helping your SEO.

Some customers who have incorporated your brand into their identity (how awesome is that) may want to reinforce that by helping other customers. Research shows that customers who participate in an online community stick around longer than those who don’t.

revenue attributed to community members

This article will show, using Convolio forums as an example, how you can engage with your customers like a boss (even if you’re an army of one). These same tips apply, regardless of your community platform; the bottom line is to provide value to your customers.

Make Your Customers Insiders by Sharing Useful Resources

Set aside one of your forums for resources. You can attach files, embed media, and include pull quotes in your forum topics, which makes it easy to share all sorts of information in one place. It’s all searchable (including the attached files)!

Your customers will appreciate being able to comment or ask questions inline too. For example, if you post the menu for your upcoming event, they can ask whether there are gluten-free options (that’s always the first question, isn’t it?).

Collaborate with Your Customers by Getting Feedback and Suggestions

The only bad feedback is no feedback at all. Whether you’re building a product or providing a service, you should always be listening when your customers tell you things. You can give them space to offer constructive criticism, ideas, and real use-case responses. Because it’s a forum, you can actually have a back-and-forth conversation about the idea, gathering more details to flesh it out, and getting input from multiple different customers in the same thread. Best practice is to go back and let them know once you’ve implemented their idea. Customers who have contributed their own ideas to your business, and seen them come to life, become your most loyal fans.

Communicate Proactively and Specifically

You should be sorting and segmenting your members so that you can send customized emails based on their interests, or introduce them to other customers who have similar interests. When they join the forums, give them a quick dropdown menu to tell you something about themselves. That information then gets you closer to knowing them as people, and then being able to give them what they actually want, rather than just guessing at personas.

Create a New Revenue Stream with Premium Memberships

Use paid memberships to monetize your forums. Offer enhanced features or content to paid members of your forum community. You get to decide the rate, the frequency, and what is included in the membership. When you are offering so much value through your forums that members are willing to pay, you’re doing it right.

See How it’s going, At a Glance

You don’t have to be a Google Analytics junkie to see how your forums are doing. Use built-in Advanced Reports to see your member leaderboard, top topics, and more. In Convolio, it’s all downloadable if you want to go all spreadsheet on it.

How does this serve your customers? Double down on the topics that are seeing the most traction. If forum content that offers how-to information is getting the most page views and comments, make more of it!

Clone Yourself with Automation Tools

The secret recipe is….Recipes! In Convolio, you can automatically screen out posts that include specific words, take a look at posts that include images before they go live, reply to someone who’s made their first post, and ban spammers who get in the way of real customer engagement. Use your community’s moderation tools to create a fun, interactive space for your customers.

Subscribe to administrative email notifications and get alerted when new members join, when someone mentions you, or when there’s new content that needs review. That means you can spend more time working on your real job, which is making cool things for your customers, not dealing with forum technology.

Conclusion

It’s time to stop blurting out marketing messages all over the web, and hoping your customers will bump into them. Time to provide real value for them, in a place where you can give customers the experience that fits your business promise, without algorithms dictating your reach.

Convolio is the new low-cost hosted forum from Social Strata, the pioneers of engagement software. Some other forum options include Discourse (open-source software) and Vanilla Forums (priced  for the Enterprise).

How are you engaging with your customers?

 

Author’s Bio: Rosemary O’Neill is Co-Founder of Social Strata, makers of Convolio forums and the Hoop.la community platform, and Narrative, a new social content platform for consumers.  You can find Rosemary on Twitter as @rhogroupee.

Featured Photo by Roman Kraft on Unsplash

Book Review: Wise Guy, by Guy Kawasaki

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If you’ve spent any time in marketing or business development, you’ve certainly heard of Guy Kawasaki.

You might think of him as the ex-Apple guy, or perhaps the first person you ever knew to hold the title “Chief Evangelist” as a professional job. You might have seen him speak at an event, or heard about his famous 10-20-30 pitch rule: “no more than 10 slides, not using anything smaller than a 30-point font, and keeping presentation time to 20 minutes.”

But do you know anything about his journey to becoming “Guy Kawasaki?”

And why is he always smiling?

The introduction to Wise Guy says it’s not an autobiography, and it’s not. It’s a fantastic ride through Guy’s life and lessons-learned, as only he can write.

Read a book

In rough chronological order, Wise Guy takes the reader into Guy’s childhood in Hawaii, which laid the groundwork for both his work ethic and his love of surfing. The anecdotes from his life story are followed by one or more tidbits of wisdom, denoted by the “shaka” symbol (you might know it as the Hawaiian hand gesture that roughly means “aloha” or “right on”).

For all of the writers in our Successful Blog community, Guy recommends a great book called, “If You Want to Write,” by Brenda Ueland. Its primary takeaway is…just write! You don’t have to wait for permission, or a book deal, or anything else. If you write, you’re a writer.

The through-threads in Wise Guy are joy, kindness, and humility. That makes for a “business book” that is only tangentially about business, but all about business. I’d recommend reading this book to anyone who’s feeling a bit stuck in their career, a bit unfocused, or a bit depressed about their achievements. It’s a hit of fresh air.

In case you’re thinking it’s just a series of aphorisms and feel-good quotes, that’s not the deal. One very clear aspect of Guy’s life is his no-nonsense approach. He learned to tell the brutal truth at the side of Steve Jobs, and says that “the foundation of evangelism is a great product.” There are plenty of “evangelists” out there who are colorful foils for sub-par products, but they are doomed to fail. Guy’s mantra is all about working hard, proving yourself, and paying your dues.

I’d recommend reading this book through once, and then bookmarking the lessons that you need to hear more than once. It’s the style of book that you can refer back to, if you find yourself in a professional situation that feels daunting.

You’ll be happy having Guy’s shaka at your fingertips.

 

Wise Guy: Lessons from a Life
by Penguin Group (USA) LLC
https://www.amazon.com/dp/B07DBPNK41/ref=cm_sw_em_r_mt_dp_U_QecBCb2RV4X1N

Disclosure: I received a free digital copy of Wise Guy for the purposes of writing a review. 

 

Author’s Bio: Rosemary O’Neill is an insightful spirit who is CEO of Narrative, a new social content platform coming in beta in April 2019.  You can find Rosemary on Twitter as @rhogroupee.

Are you Making Mistakes with Your Customer Data?

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Customer data is one of the keys to running a successful business. In order to provide great service, you must know as much as you can about your target audience, the people in your “funnel,” and those who have actually purchased from you.

It used to be that you could collect tidbits at any time, any place, via cookies, online forms, customer surveys, etc., without much regard for what happens to the data after it’s collected.

That is no longer the case.

The smart business owner now views customer data as belonging to the customer. This requires a mindset shift:

  • Only collect information that is specifically needed, to serve a business purpose
  • Always tell the customer what you’re going to do with it
  • Make a plan to protect and keep the information secure
  • (Ideally) allow the customer to view, edit, and delete the information

When you start with the idea that the consumer’s data belongs to them (and you’re just a custodian), you’re on a better path to deal with any potential regulatory challenges that might arise.

Regulations like the EU’s GDPR and California’s new Consumer Privacy Act are only the beginning of the global shift that’s happening. Consumers and regulators alike have been driven to action by sloppy data collection and sharing practices, and now it’s time to to establish new best practices.

What does this mean for a solo entrepreneur or small business owner?

  • First, keep yourself informed of changing data protection rules in your state, country, or region. If you belong to any professional organizations, that can help you stay on top of relevant news. When GDPR went into effect a couple of months ago, you wouldn’t have been able to avoid the news unless you “went ostrich.” So don’t give in to the temptation to just bury your head in the sand and hope it goes away.

 

  • Second, take a look at the customer information you have. Even if you aren’t subject to any regulations (contractual relationships often legitimize data retention in the rules), you might want to purge outdated information, or data you no longer need. Double check that you’re maintaining good security over the data (both technologically and physically). Establish good “housekeeping” processes to delete information when a customer leaves (perhaps after a specific period of time). And make sure you’re transparent with all of the above.

 

  • Third, start thinking about privacy by design. It doesn’t have to be a highly technical, structured system. It’s really an approach. If you put your customers’ privacy foremost in your mind when you’re working on a new marketing campaign, purchasing new CRM software, or working with a new partner, you’re already ahead of the game.

This article is not legal advice, and I don’t play an attorney on TV. If you’re handling sensitive information (medical, legal, financial) you certainly should consult with your own legal advisor to ensure that you’re doing it right.

 

Author’s Bio: Rosemary O’Neill is an insightful spirit who is CEO of Narrative, a new social content platform coming in beta in Q4 of 2018.  You can find Rosemary on Twitter as @rhogroupee

 

How To Change the World: Revisiting The Question 10 Years Later

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This post is an update of:  Change the World: Help Others Pursue the Passion

 

By Brett Farmiloe

 

You ever wonder what you were thinking ten years ago?

Well, the Internet is a wonderful place that documents all types of things, including random blog posts like the one I contributed to this blog 11 years ago.

 

Hey, Brett, How Can We Change the World?

That was the question that inspired this blog post from my 22 year old self. I think it’s a great question to revisit every so often.

So, let’s revisit it. How can we change the world?

Ten years ago, I purchased an RV to travel around the country and interview people about their career paths. Today, I own and operate a digital marketing company that is experiencing Inc. 5000 types of growth. Along the way, my perspective on how to make an impact has evolved.

Let’s take a section of the blog from my 22-year old self.

My idea of changing the world is tapping into a powerful, yet largely ignored natural resource — passion — the passion of people who do what they love.

Yet the model we’re living is not designed to produce passion. It leads us down well-traveled career paths of 8 to 6 jobs that promise bonuses, promotions, and job stability. The model does not place importance on an individual’s love has for the work, but on the quantifiable measurements an individual brings.

I’m not buying that model.

Yikes! Strong words, young Brett.

But, older, more realistic 33-year old Brett has this to add: Money matters. When you have kids, a stay at home pregnant wife, and ba-ba-bills – you need something more stable to stand on…income.

Which brings us back to the question: what’s the way to change the world?  

Let me weigh in. To truly change the world, I believe you need to create something that produces a net positive. For me personally, it’s a profitable business with a work environment conducive to bringing out the best in people. For others, creating something can range from writing a book to raising a beautiful family to generating positive results within a job function.

Yes, I said it – you can change the world within a job. As long as you are a “net positive” for your employer, and your employer effectively applies your contributions to maximize the collective efforts of it’s workforce.

The key is getting clear on the definition of a “net positive.” In other words, the “change” in “change the world.”

 

Net Positive Formula:

Change \ Consumption = (Greater than 1 = You’re changing the world; Less than 1 = you’re temporarily draining the world)

That definition for me has shifted to two parts: “how many people do we employ who are actively engaged with their work” and “what is the impact our efforts have for our clients.” Starting a business multiplies the net positives because of the internal (number of people employed) and external measurements (impact of our work) of the change we’re looking to make. That to me, is changing the world.

For others in a job, a definition can be “do I produce a benefit for my employer that exceeds my salary & associated expenses (benefits)?” For speech givers, ditch diggers, or any position – is the change greater than your consumption?

What does changing the world mean to you? What are you creating? What is the “net positive” you’re measuring to see if what you’re working on – and are passionate about – is making the intended impact?

I’d love to hear it in the comments. And hopefully, let’s revisit this question again before 2028.

 

Brett Farmiloe is the CEO of Markitors an an advisor to an organizational leadership degree program. He has owned 3 RV’s in his lifetime. The last one he traded on Craigslist in exchange for wood floors in his house in Scottsdale, Arizona.

Featured image: Photo by Eugene Quek on Unsplash

7 Ways to Quickly and Efficiently Re-Brand Your Small Business

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By Nathan Sykes

You may be thinking about a re-brand for your business for many reasons, but the most common one is because you’ve hit a rut. No matter why your company isn’t growing, updating your image, changing your audience or selling new products could all be excellent solutions.

However, changing your business around won’t happen overnight. Some ways to go about rebranding are quicker than others, but keep in mind that this isn’t an instant process. Nonetheless, be sure your new brand is right for your business before investing time and money.

Here are seven of the quickest, most efficient ways to make sure the public knows you’re going in a new direction with your business.

1. Get a New Look

The first step in making your business different is to redo your look. Even if you don’t plan on renaming the company, make sure you invest in a professional artist to create a new logo. Try to get your logo to look as modern as possible — unless you’re marketing to a more traditional audience.

With a new logo comes new promotional material. You’ll need to remake all your pamphlets, billboards, uniform shirts and storefront signs, to name a few. The most important change is going to be your business cards. Update cards with your new logo as soon as possible. Often, a business card is your first contact with new customers and clients. You’ll also need to update your website to match your new brand.

If your brand is changing because of shifting audiences, be sure to look into new avenues for advertising. Try taking out ads on popular websites like Facebook or Reddit that can reach your audience.

2. Remodel Everything

If you want or need an entirely new look, remodeling your brick and mortar stores is an excellent place to start. While not exactly instant, remodeling your stores will be the quickest way to tell the public you’re taking a new approach. One of the easier ways to remodel is to redo the wall panels and siding of your business. Changing the siding isn’t as drastic as tearing down walls, and the new look will speak volumes.

During the age of technology, you may have a lot of customers who never walk into your store. That’s why remodeling your website is just as important as the building. Make sure to streamline and update your site as much as possible. Don’t add programs that will make your site complicated or slower. Hire a professional to do the job for you, or remember to use minimalism to your advantage.

3. Launch New Products or Services

Even if you’re not rebranding because of a new service or product line, introducing at least one new product or service as you’re rebranding will help. Having a new offering shows the public you’re changing along with your look. Bringing in a new product or service may also prevent you from having to rebrand completely.

The new product or service you launch will depend on your business, but keep in mind that this is partially an advertising campaign — new offerings will bring in new customers.

4. Join Social Media

Changing your tone and image on social media is one of the first changes you should make, as customers worldwide will have access to the new you. More importantly, social media allows you to interact with your audience and promote advertising. You can get involved with current topics and trends, address customer concerns immediately and show off your new brand message.

If you already use social media for your business, customizing your profiles to fit your new image is easy on most sites. Vowing to get more involved on Facebook and Twitter is one of the best choices you could make when rebranding.

5. Network All Over Again

If you thought your business graduated from the world of networking, think again. When you rebrand, you’re redoing everything about your business. You’ll have to reinvent your image from the ground up, which includes the basics of networking.

Touch up your LinkedIn profile and attend more networking conferences. Keep in mind this is for your business, not a personal rebrand — you’re trying to build connections all over again. This directive is a lot less important for companies in retail than for a client-centric or contract-based business, but networking may be something to look into if you want your business to move up no matter your industry.

6. Invest in Photography

Finding a good photographer might sound like a strange part of rebranding, but it’s crucial. If you haven’t shown off your employees and staff before now, this is the best opportunity to do so. Customers love seeing small businesses honoring their employees. Bringing everyone to a professional studio and spending a little money can go a long way with making the human connection with consumers.

If you already have photographs of everyone, updating them during rebranding is a must. Don’t bother taking the pictures yourself with a smartphone or even a decent camera — you want your business to look professional. If all goes well, your new photos won’t be outdated for several years to come.

7. Donate Locally

This might sound like another odd piece of advice, but donating to local charities is a fantastic way to get your name out there and shed a favorable light on your company. Ethics matter to customers who research businesses — if you haven’t participated in local charities or fundraisers before, consider doing so as you rebrand.

On the off-chance that there’s nothing local to participate in, consider starting an annual fundraiser. Hosting food or toy drives during the holidays can go a long way with making a good name for your business — not to mention, you’ll be helping your community.

The Finishing Touches

Rebranding a business is not cheap or easy. You can complete some steps more immediately than others, such as joining Twitter or getting a new web domain. Other measures, like remodeling your office and networking, will take patience. If you want an effective rebranding of your business, these are some of the best places to start.

No matter your rebranding goals, the most critical step is to remember why you’re changing in the first place. Keep your mission in mind, and the rest will fall into place.

About the Author: Nathan Sykes writes about the latest in business and technology from Pittsburgh, PA. To read his latest articles, check out his blog, Finding an Outlet.

 

Photo by Lonely Planet on Unsplash