Showing posts with label Facebook. Show all posts
Showing posts with label Facebook. Show all posts

The sharers, viewers and doers of social media

"If the internet is the information highway, social media puts you behind a Ferrari."                                                                   ~Jeannette Marshall




Everyone and just about every company is dabbling in social media these days.  It just occurred to me:  where you hang out and what you do with each platform can predict the results one can expect.  It is social media basics 101:


The Doers - Facebook

I have only about 500 followers on optioneerJM Facebook.  They are the most active social media personalities there are.  Some are professionals - they earn their income from participating in Social Media.  Often, they too, like me, have a smaller circle of friends and followers on Facebook than they may on Twitter or elsewhere.  However, what stands out is they are doers.  They actively read what you post because they have considered whether or not to have you counted among their more intimate group.  I'm not talking about a Facebook Page, I'm talking about those who perhaps may be more selective, yet still count you among a group of  "Friends".  

Chances are,, they will read what you post, acknowledge it with a like, go farther and share it or even better, share/repost.  I know of at least one top social media personality, executive, writer for distinguished publications, who tests his theories by asking his "friends" questions and certainly uses it to reinforce his own beliefs.  

Who you have on your circle of friends on Facebook are more than likely those that they feel a personal connection with, share ideals with, and/or count them as those they value the opinions of.


The Doers - Linked In

Be there are be square.  Linked In is the site that brings credibility and reinforces what you do.  It is more likely to be restricted to who one follows or allows to be followed simply because its likelihood to be connected to someone personally.  It has great potential when you accumulate recommendations from colleagues, clients or peers.


The Doers - Bloggers

There are many bloggers out there, as there are topics.  Some are actively giving away advice, their opinion, or knowledge for free.  Some may have a catch:  hire them, buy something, or comment on something.  It can be a cliche of sorts.  I find it interesting how often the active Doers are often referred to "the best" of something.  I'm skeptical on these lists, other than the major media forces like INC., Forbes or Entrepreneur.  Why? Simply said, the best of anything is those the author knows by a connection that is more than fleeting.  It is a circle of folks who scratch each other's egos and flaunt each other's influence.  There are a select few, who are chosen to write for said major media forces, more than likely because their views, advice or knowledge is considered worthy.


The Sharers - Twitter


On the flip side, I have going on 9000 Twitter followers.  The chances are great that a good percentage interact on a regular basis.  If your opinion is valued or they find that your posts/shares are along their own beliefs or interests, they will acknowledge by sharing that content.  There are many that may retweet (#RT) your content on Twitter, or even better, recommend you to their own group of followers, typically on Fridays, with the hashtag #FF (FollowFriday).

Always, always, and I say ALWAYS try to acknowledge, thank those that share, #RT, #FF you.  Don't be lazy or complacent.  These are your cheerleaders and boost you on your way up in the Twittersvere and likely barely glance on your way down, noting you for arrogance or even less acknowledging you exist.


 ________________________________________________________________

The PC has improved the world in just about every area you can think of.  Amazing developments in communications, collaborations and efficiciencies.  New kinds of entertain-ment and social media.  Access to information and the ability to give a voice to people who would never have been heard.

~Bill Gates

 ________________________________________________________________

The Sharers - Pinterest

If you happen to stray on to Pinterest and start to post, a funny thing happens.  As you accumulate an audience, it has the likelihood of being rePINned simply because that is the culture of the machanism.  The more useful, the more likely it will be considered to be added to others on boards.  Pinterest is an engine that keeps on giving.  Your PINs can keep snowballing even if you aren't as active as other outlets.



The Viewers - Google Plus

According to my analytic resources, the least acknowledgements, shares come from Google Plus.  Granted, many of my influencers and followers are on G+, few do much their other than view your post if it happens to scroll into their sphere.    G+ is for the visual, creative minded.  Out of all the social media sites, it allows the visuals to be front and center to any post.  You shouldn't post there if you aren't going to take care and attention to have visuals to go with your message.  

Granted, many view on Google Plus, there are great groups and interest arenas, but to get real participation you may have to work harder there to reap any reward compared to say Facebook or Twitter or even Pinterest.  I wouldn't count it out entirely, however, because it has the big engine Google behind it and it just may help your search engine results if you are there.


The Viewers - You Tube

We've all heard of campaigns going viral, more often than not, because they are on You Tube.  Think "Justin Beiber" who would have remained a Canadian boy with dreams of stardom, and not the megastar he is today because of You Tube.






There are definitely other social media  platforms that are being used that I haven't included here:


  • Tumbler
  • InstaGRAM
  • Vine
  • SnapCHAT
  • WhatsUP

Any of these can be included in your social media portfolio with convincing statistics to support them to be an important part of your campaign and to create relationships with viewers.  Why I didn't include them on their own, is simply because they cannot be relied upon as a sole social media outlet.



Combine your social media campaigns with a number of platform.  It will build consistency and relationships with your followers along with name recognition.






What you post is associated with your story or brand.  What interests you? What do you resonate with? What information do you feel inclined to share?  Eventually, you can be identified as a subject matter expert in that area.  The most successful are the ones who tell stories.  I discourage appointing just anyone to be your storyteller because social media is your personal, corporate or brand's outlet to tell your stories or allow others to get to know you better.  

Unfortunately, far too many spend the time, effort and resources to building their web site than they do to their social media.  Ensure you have someone that is not just a marketer, but someone who is enthusiastic about what you have to offer.  Typically, if you're a solopreneur, it will be you.  However, companies or brands leave it to someone who doesn't know how to acknowledge or interact with people.  Make it your mandate that whomever has this responsibility will use manners, acknowledge tweets, likes, shares, follows with a personalized touch.  Don't just react to negative publicity because you will create your own monster.


Whatever you do do, keep in mind that not only being there is important.  Interacting and engaging is what it's all about.  Get involved and don't just treat it as a necessary evil.

"From the streets of Cairo and the Arab Spring, to Occupy Wall Street, from the busy political calendar to the aftermath of the tsunami in Japan, social media was not only share the news but driving it.

~Dan Rather

Feel free to follow me under my pseudonym @optioneerJM 








VISUALs attract clicks

I've written on the topic before:  why you should use visuals to capture clicks by drawing attention to your article, quote, post or social media profile.  Why?  People love looking at beautiful, funny, lovely images.

One great advantage for viral sharing is its ability to have a domino effect.   Spin offs abound from it, just like "Caturday" instead of Saturday for those who want to be in the know:  just tweet or share an image with a cartoon or cute cat or kitten with the #hashtag #caturday and watch it roll ... reTweet, Shared.

Google Plus (G+) is, in my opinion, the best social media avenue to share images.  There is no clutter, the images are shown in size larger than Facebook or Twitter.  In fact, in Twitter, you have to click on it to see the image.  That is perfectly fine because words are your ammunition on Twitter.  Enhance your words or quote with an image and hashtag it and you will likely have it RT'd and shared even more.  People tend to like to philosophize when they are surfing social media sites and visual stimulation attracts the eyes and then the heart.

Pinterest is THE place where people go looking primarily for stimulation -- whether it be a tip, trick or treat -- the images attract the viewers attention and pretty much guarantee it will be clicked.  The better the image, the more likely it will be shared.

The following are top picks from my viewers .... certainly, I chose them because I liked them ... but the endorsements that others shared them are demonstrated by the number of likes, rePINs or shares:

Animals are always a great idea to emphasize an attitude, just like this tiger has been popularized.








Babies and kids illustrate cuteness.  
Even the most  skeptical hard noses, can't help be drawn into the innocence captured by others who share in adoration.

























Stunning expressions, faces and humanism are popular amongst viewers.  In fact, my FACEus board on Pinterest has one of my largest following.  People are drawn to humanity, especially life's experience etched with wrinkles and profound expressions:








Doesn't a quote on wisdom just beg to go with this image?  People love this one.  There is nothing beautiful or fancy here, just mesmerizing eyes that speak of laughter and weariness from life and experience.  The next one is popular for individual people's reasons, if not for the beautiful photography and capture.

















The secrets of talented, seasoned photographers may be guarded while we all get to participate in the experience simply by gazing upon a marvelous visual interpretation of the mystical innocence of youth.








Mothers with children or babies are significant in their contribution towards society.  However, a father who sheds his masculinity in his embrace of the sheer wonder of holding his child was identified by many who loved this.















Magical moments where the subjects are oblivious to a photographer capturing the essence of feeling and enable the viewer to participate as though they are there is a wonderful way that images appeal to many.









Flowers, beautiful objects and stunning photography evoke a sense of peace and inspire love for our world.   Lucky for many, it is captured to be shared for others to feast upon in its gorgeousness.






Scenery abound: trees, bridges, buildings, fields, forests, pathways and hidden gems are applauded by those who appreciate seeing new places and landscapes virtuall.  This is as good or even better because it lingers in our eyes and reaches our souls.







A burst of color explodes to grab our attention like nothing else.  I hazard to guess that the photo manipulation software "PhotoShop" was used to enhance the colors in this photo.  I think that is cheating and offensive to Mother Nature because often she doesn't need any help.









For many, who have not had the chance to touch or feel snow firsthand, the pictures of snow wonders are popular among all viewers.  Thankfully, without the cold, others can relish the sereneness and quietness that untouched nature invokes in us profoundly.








We love the sun, especially sunsets.  Waves of joy cascade over us when we visually embrace them all at once.  Visions of water attract viewers in their quest to impress.

All seasons and events are celebrated visually with stunning creativity as though we are in the pumpkin patch ourselves and allowed to pick the biggest and best one for ourselves and others to enjoy.  Our giddiness and excitement for Halloween while we scheme our costumes meant to amaze or amuse. Imagine being in this pumpkin patch in a field of orange.  We cannot quite feel the bumps and creases, yet we can conjure memories from days past where we took our time to choose the best pumpkin.  For others, it reminds us to be thankful as the time surrounded by family, friends and good cheer with great feasts upon which we bowed our heads together in prayer.








Sometimes there is no event, mystical reason or plain purpose for something to be so popular.  This is the most recent image that has been rejoiced and shared, as though the splashing is cause for a festivity or the merriment we feel by this fun image and graphic appeal to so many. 




I hope you have enjoyed the combination of creative images that I have enjoyed along with so many others who have embraced them or shared -- thank you ALL!  

You are welcome to join me on PINTEREST http://www.pinterest.com/optioneerjm/ to gaze upon wonderful images.  I have simply compiled the favorites from those who have agreed with me.  Photo credits are found there.

Discover your own wonders and underscore your message, blog, post, comment, quote, share, tweet, G+ with an image.  I'm confident you will be amazed at how wholeheartedly others will nod in agreement by their share.


Comments encouraged, shares applauded, subscribers rewarded and questions answered .... do you have something you would like Jeannette to answer?  You may be surprised when she devotes an entire Blog to it.













Birds of a Feather Flock Together ... in Business and in Social Media

“A person's worth is measured by the worth of what he values.”
― Marcus Aurelius




One of my goals has been to blog on a more consistent, regular basis - wise advice that most Blog Advice articles recommend.  It is certainly harder than it sounds practical.

I am always bursting with ideas which seem to bubble enthusiastically to surface at 2 or 3 a.m.  when I'm willing myself to fall asleep.  Reminder to self:  "leave iPAD out of bedroom before settling in for my "long winter's nap" because I'm too tempted to check out Pinterest and can't resist clicking on an article that catches my attention." 

Which reminds me on something else:  Reading on my iPAD is cool and sustainable but tests my resistance when an alert crosses the top - turn off alerts Jeannette!

To help this, I started a habit of creating a Blog Title to serve as a reminder of an idea I would like to write about.  Unfortunately, the ideas seem to brew and find a home long before I seem to catch up on writing.   At least by acknowledging my problem or bad habit, I am attempting to reconcile and change it ... "Hello, my name is Jeannette and I am a knowledge junkie."

To get to the point (which I often detour by providing detailed background that makes others wish to yell at me) ... I received notification from Twopcharts last week that it was my 4th Anniversary on Twitter.  WOW, four years and going strong - time has flown quickly. 

I have a number of people who have helped me along my Social Media journey and continue to inspire me whom I would like to acknowledge.  (Finally the point to:  "Birds of a Feather Flock Together").

I know who I almost started with, then realized that it was someone else who introduced me by networking.  Therefore, I need to thank Elizabeth Tommes whom I met at a women's networking group for IT professionals and was a Calgary:  "Top 40 Under 40" Entrepreneur and creative genius in web design and on the forefront of SEO, although her company didn't name it as such.  They didn't even peg it as such.  She has often credited me and humbled me by saying I have mentored her!

Liz recommended I connect with Donna deMan, a career coach and lady who specializes in placing students in practicum positions upon graduation from Calgary's SAIT Polytechnical Institute IT programs.  Donna and I met for coffee and her first impression:  she brought me a bouquet of flowers ... as part of her introduction.  What a lasting and inspiring first impression!

I had just finished launching a National magazine in Canada and was looking for a new career opportunity and Donna jumped into the role of mentor to me.  Her advice:  "Get on Linked In!"  It was brilliant for many different reasons, but initially a wonderful way to reach out to past colleagues and clients.  I certainly didn't expect the "Recommendations" initially but it is an outstanding feature.  Today, it is the first social media site I log onto because Business, Contacts and Networking is something that interests me.  Donna recommended Twitter, but I was reluctant to be honest.  My perception was I didn't want to be professionally associated with something that was what I perceived as a "time waster" and "narcissistic" platform.

Thankfully, I was blessed by jumping in, as is my style when something resonates with me, on Group Discussions on Linked In.  Sales being my game, digital printing associated with my name, and career advice the same .. for why I joined.  I met two people right off that were gems that I am forever thankful for connecting with, continue to do so and would be blessed to MIRL (hah! acronym hell:  "Meet in Real Life") ... Sandy Hubbard (@SandyHubbard) and Mike Lehr  .  Sandy showed interest in my approach on sales, and was instrumental to encouraging me to get on Twitter.  She went further by introducing me to a group of outstanding influencers in Social Media and Twitter called #USGUYS.  Mike inspired me by endorsing a comment I made on Linked In.

These two wonderful nuggets launched me Social Media journey.  The expertise on #USGUYS demonstrated that Social Media was not for flakes but truly some talented people in their own careers of marketing, sales, entrepreneurship flourishing under the comradery (n. Comradery is the spirit of friendship and community in a group, like the comradery of soldiers at war who keep each other upbeat despite the difficulty of their  crucible of combat together....)  When I like something, I get on the bandwagon and become an evangelist  (—n:  an occasional preacher, sometimes itinerant and often preaching at meetings in the open air) with enthusiasm.  Lucky for Twitter and social media, Mike Lehr, an intuition expert and author decided to join me! 

If you ever want to test your theories or philosophies and share your principles ... social media is a platform that compliments your learning journey.  Mike is an inspiration who has gone on from an occasional tip from me to excelling and surpassing me by leaps with a nice, solid, loyal following who wants to hear his message.

Sandy's introduction amongst guru's enabled me to meet "The Grandfather of Social Media"  Josepf Haslam  @Josepf whom I even went on to interview for a Blog (NOTE:   you know someone's a pro and leading edge on Twitter when their handle is their first name after the @).

I apologize, I took a detour again.  Seriously, it comes to my main point:  Birds of a Feather Flock Together ... in Business and in Social Media.  That underscores what I have been telling my children for years:  "You are the company you keep"

Lucky for me.  I am so honored to connected with magnificent talent, expertise and inspirations through Social Media.  On my 4th Anniversary I posted on Facebook that if I had a Fairy Godmother she would grant me the opportunity to meet my connections described as Friends for coffee IRL (acronym hell:  "In Real Life").

In the past week, some of the folks whom I followed right off the bat are REALLY being recognized for their contribution on social media, or their area of expertise, here are a few:

www.linkedin.com
Ric Dragon is CEO of DragonSearch and author of Social Marketology, an award-win...ning book on best practices for creating the most ideal social media strategy for your particular needs. Need advice about your social media strategy, or have a general question about social media ...See More

**********

Humbly happy to have first article published by Entrepreneur.com Yay!

Want To Gain Influence on Social Media? Get To Work
http://entm.ag/1hX1XDj
 
 
Which I went and took my own advice and commented:
 
"I'm always thankful that Ann Tran was one of the first social media personalities I followed on my social media journey.  She is very gracious and inspiring to many as her following showcases.


There are lots of great reminders and tips on how to create/increase your following and establish credibility as an Influencer and Ann hits on the key points.


One thing I've discovered intuitively is trying to understand the messages that people identify you with and stay on point.  I have a few passions:  imagery, photography and art that I promote, follow, share on Pinterest, Google Plus, Facebook because they stimulate my interest and visual appetite."

**********


This Blog would become endless if I would name everyone who has helped me trigger this fascinating learning journey.  Most, if not all, know who they are because we interact regularly and exchange inspiration often.



There are a couple of other cool observations I've made about Social Media and specifically on messaging:

  1. Be careful what you say because once it is out there, it is connected to you, your personality, your professional wisdom (or mistakes)
  2. It is a great way to reinforce your philosophy and remind yourself of what you attribute to make yourself a more positive person.
  3. Which underlines 2 - try to keep your messages positive and avoid the trap of bashing anyone or anything publicly.
  4. You don't need a large number of re-shares, likes, followers to be identified with quality or influence.
  5. When the time is right, you will receive acknowledgement that you are creating a message that people want to pay attention (a year ago on my Birthday, the CEO of KRED sent me an email to tell me I attained the Top 1% Influencer status)
  6. You can try to work the system but the system will work you .... in other words:  you don't have to try hard if you are consistent, on message (after you figure out what messages people seem to like from you).  You don't have to spend the number of hours it appears that some are online.  They are scientifically understanding the optimum times their audience will be receptive to their message - making it look easy!
  7. You ARE the company you keep!  If you promote quality, you will attract quality. 
  8. Birds of a Feather Flock Together ... in Business and Social Media as in life.
  9. If you don't ask, you won't get ... aka don't follow someone and expect them to follow you back if you haven't engaged or asked them.  I try my best to follow someone back who directly asks me.  Nor should you expect someone to follow you just because you shared a message. 
  10. Develop your online profile:  what is the message you want associated with you? 
  •  I cross-section all my platforms with "Helping others strive beyond average to remarkable" to be who I want to be identified for.
  • Have a photo for pete's sake ... and from this decade preferably!
  • Connect your platforms, loop them together:  there are great sites that help you do so:
                           ABOUT ME http://about.me/jeannettemarshall
                           XMEE  https://xeeme.com/optioneerJM
                           GOOGLE PLUS https://plus.google.com/u/0/105222907836628340919/about
                           TRUST CLOUD https://trustcloud.com/!/Jeannette%20Marshall
                           FACEBOOK PAGE     https://www.facebook.com/pages/OptioneerJM/185055671514600

11.  There are sites that measure your online influence, if it matters to you, your occupation (i.e. if you are in Marketing you should be on the bleeding edge of social media to increase  personal worth to your organization) :


12.  There are sites that you can test your expertise based on reactions to your answers:

  • LINKED IN:  Join Groups that are affiliated with your area of expertise
  • QUORA:  Answer Questions by topic, etc.  Once you get traction, you could be asked to answer specific questions.  For example, I am frequently invited to answer on sales  http://www.quora.com/Jeannette-Marshall

13.  My lucky number :o)  (The day my husband was born and our Wedding Anniversary)  Regardless of your pre-conception of what Social Media is all about:  don't knock it til you join it. 

Thank you for reading my Blog.  I count you as one of the fantastic people I am associated with ... just by the fact that you are on a knowledge journey and  continue self-improvement like me!  We certainly are "Birds of a Feather" together!




"I flock around with some amazing people"
~Jeannette Marshall (@optioneerJM)

The future is bright for sales professionals ... and organizations with sales cultures

"Opportunities are usually disguised as hard work, so most people don’t recognize them."

~ Ann Landers




If you're a job seeker that falls within "sales professional" looking for inspiration or motivation, you don't have to look far.   A recent post on Linked In by Forbes Contributing Writer George Anders article "Facebook's Hiring Surprise" http://www.linkedin.com/today/post/article/20140210021038-59549-facebook-s-hiring-surprise?trk=mp-details-rr-rmpost  forecasts a sunny future for those talented or leaning towards sales.  The enlightening article points out:

What Facebook craves these days is people who can sell.  Scan the listings on Facebook's careers page, and you'll find an impressive 170 or so openings in sales and business development.
There isn't a single technical department at Facebook that is as eager to hire. As of Feb. 9, Facebook was hunting for 97 more software engineers, another 78 infrastructure specialists, and 51 data/analytics experts. Yes, fast-growing Facebook has some openings in every section. But the demand for extra people is most intense in the time-tested world of sales.... (The exact total fluctuates slightly, day by day.) The reason: Facebook's money engine is built on advertising. Even in the highly automated world of online marketing, it turns out that making deals come together still requires a human touch.

“If opportunity doesn’t knock, build a door.”
~Milton Berle


Brilliant!  many would say.  I say:  something so obvious to me, shouldn't be a surprise.   ALL organizations, regardless of whether they are technology driven, retail/consumer, travel, etc. should be customer or oriented which translates into selling: 

  1. Asks questions about their customers business.
  2. Listens carefully to what their customers are saying.
  3. Communicating those needs to the people in the organization that can make things happen.
  4. Look for ways to improve their service to the customers, to strengthen relationship,
  5. Show customers how they can remove headaches, streamline processes,
  6. Can concisely show how that one widget or service can improve on overall costs
Organizations that are hit with a bolt of lightening that they need sales efforts may just beginning to heed B2B (Business to Business) organizations who consider every individual in their organization a sales person from the CEO who promotes the organization and what they are doing innovatively and better than anyone else, to the Chief of Finance who works financial magic on keeping costs in check while being wizards at making their offering affordable, to Marketing Gurus who maintain consistent communication across all material, social media and web platforms.  The organization mechanism churns briskly to ensure customers have the best experiences possible.

Organizations that pull together and are often recognized as being one of the "best employers" to work for because they perform as a team, one division not better or smarter or more important than the other.  The big winners are those that agree and enforce the culture that they are customer oriented and sales is a focus -- demonstrated by key words:  drive revenue, improved satisfaction, customer retention, repeat consumers, brand loyalty, customer focussed, employee expertise.  They leave the things that drive employees crazy at the board room table:  increase profitability, cost recovery, shareholder value, loss, pending layoffs.  Employees and new hires are trusting that the executive team takes care of them at the board room table while holding their middle managers accountable on all the metrics surrounding profitability, cost controls, employee turnover.

So why would Facebook suddenly start showing an obvious concentration of hiring sales professionals?  It seems clear to someone like me who started a sales career selling advertising for magazines where costs were covered by ad revenue, not subscription sales.  It would appear that the ads on Facebook are not covering the cost of operations.  Going public with a share offering would substantiate that revenue was not covering its growth.

Let's face it:  sales tend to drive revenue and capture new business which means it creates jobs to service the customers.   Often creating sales positions is a Band-Aid especially when it is used to jumpstart a business' revenue or as a stop gap to losing profits.  Sadly, sales professionals are given budgets to attain and used as a measuring stick to their overall contribution.  A clear signal is when their is a lot of turnover in the sales arena.  Turnover in sales hurts both the customers and the organization who hasn't drawn out a clear organizational chart and where accountabilities lay.   It costs money to cultivate customers, and too often looked at from a transactional perspective rather than strengthening relationships with customers.

More importantly, sales should be considered the "voice" of the customer to the organization, not just an individual selling a gadget or a one-off service. Transactional sales are a thing of the past, relationships are where it's at and sales professionals have a vested interested in maintaining relationships (think: referrals, growth opportunities of customers, problem solving) and those who have a job created because of a growth in customer base should pay attention to that communication ... or be proactively communicating what they discover as a need for the customer that the organization can solve.  The organizations that will survive and thrive don't just hire experienced sales professionals and throw them out on to the streets. 

Winners will provide continual training, reinforce excellence by recognition, attract top talent and reward those demonstrate going the extra mile to improve customer experience, track costs effectively.

There are optimization tools like CRMs (Customer Relationship Management) systems in place to effectively capture communications across all sectors from front line service personnel, customer service, operations -- not just the sales team.  The CRMs can create dashboards for close examination on performance.  However, rather than just microscope the sales efforts, examine which customers are the best ones (less complaints, pay on time, easy to service, profitability based on service needs, will collaborate on increased costs with meeting increased services).

Once you can create the ideal customer based on current profiles, interview those clients to find out what they REALLY think about their sales professional, customer service, service technicians, accounting practices, financial details, and the organization's brand. 

Take that perfect customer profile and collaborate amongst all divisions and ask what they can do to go the extra mile to ensure that they can keep that high level of satisfaction.

Ask marketing to research what avenues are the best to attract those same customers ... instead of haphazard ad campaigns that appeal to the masses, be more selective and narrow in on to programs that solidify those relationships via social media, loyalty rewards, referral rewards, personalized promotions that draw out revenue in a less painful and expensive manner.


Make it easy for your customers to do business with you!  Don't allow service, technical, or finance stonewall the customer.   I've experienced organizations that operate in small silos within large frames  that makes the weight of the relationship responsibility fall where it is less manned to keep costs in check.  Ultimately, that can lead to employee turnover and create a gap.  Customers themselves are being asked to do more with less and frequently less patient with those they pay for a service to.  Don't ask your employees to shoulder the blame and where the customer is asked to be compassionate.  They will have even less patience when they're tasked with training the replacement employee who has been thrown in with little onboarding, job shadowing or training. 

It is wise to keep corporate communications and culture private.   Who really likes to air dirty laundry or expose skeletons?  Usually disgruntled people.  In other words, don't allow employees find out the health of the organization through the media or via shareholders' displeasure.  Be upfront, create a team with a "we" attitude that everyone has a stake in the health of the organization.  You may end up surprised how many talented people you have on board who take pride in who they work for and may have ideas that can contribute to the success.  Don't leave it on one area's shoulders, like sales.   Create a culture of pride where employees are not whining to customers about cutbacks as excuses to why they aren’t getting the service or product or company they bought into.  Sales job is much easier when there is a strong brand, solid financial future, and positive media translated by customer cheerleaders.   The organization will win when both customers and employees are lined up at the door.  Shareholders will naturally gravitate to healthy organization because information is readily available and travels fast.

"If we all did the things we are capable of doing, we would literally astound ourselves."
~Thomas Edison