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TheGirlsFB11-22-14

 

Here is a snapshot of one of our clients’ FB stats. People who have seen this page up over 6,000% and engagement up over 700%! We did it for them, we can do it for you too!

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4 Lessons From Frozen

4 Lessons From Frozen

Engagement Is Everything

“It doesn’t have to be a snowman”Jasmine

There are many things that Jasmine needs: sustenance, protection, attention, reliability, and love to name just a few. And your audience needs the same (regular content, customer service, responses, reputation, and care, respectively). But beyond the basics of her life, she craves (and craves and craves) engagement. There’s no big lesson there; a child wants to play. But the learn has been that it rarely matters what form that engagement takes. She’ll take play time, story time, listening time, helping time, even bath time. To her, attention and interaction is absolutely the most important thing in the world, and I cringe at how many times I fail to provide it. I have vowed (many times) that the offer to “play with me daddy” will never be turned down, but it’s not always that easy. Heck, sometimes engagement is even a chore, and that is painful to admit.

Social marketing is no different. Have I always responded, 100%, to my audience on Facebook or Twitter? Have there been questions asked, doors opened, comments made that have just been ignored? Absolutely. Will I recognize, thank, or even see all of the social shares of even this particular post? It’s ideal, but the honest truth is a hard-to-swallow no. (That speaks to a larger issue of priorities, but this post will be long enough already, so I’ll save that topic for another day.) But every tweet, mention, and share is a possible invitation to play, and we should recognize that if we ignore or deprioritize these it’s at our own peril. Though you might not feel like building a snowman today, realize that it’s not the snoman that matters; it’s the engagement that your audience craves.

Lack Of Focus Is Okay

“I’ve started talking to
the pictures on the walls”

If I ask Jasmine to walk to the bathroom and brush her teeth, an entire hour can pass (okay, what seems like an hour) before she ultimately gets to her destination…if she ever does. On one hand, her ability to be distracted is maddening; on the other hand, it’s amazing how she sees possibility in everything. Color her Dug from Up (#squirrel!). What I am realizing is that her lack of focus is only part of the problem; the other part is my lack of patience. Cue the parallel to consumers, employees, and any other audience for your brand. Each one of us is constantly distracted, constantly looking somewhere else, constantly allowing our attention to be grabbed by any number of dings, beeps, alerts, and brain wanderings. As marketers, this drives us crazy because we want 100% of the focus on us, what we are producing, and what we are trying to say. But as regular people, we are the same exact way.

What I have learned from my daughter is that she needs pretty regular instruction, laser-focused guidance, and just enough leeway that she doesn’t realize she’s right on track. Too often, especially in social, we do the exact opposite of this. We post random words and images, we have no real strategy for CTAs (other than to always include one…somewhere), and we do a poor job with patience. Yes, it may take a prospect (much) longer than you’d like to progress in the funnel, but with patience and care, you can get your audience where you want them to go. Just realize that the patience-and-care part can’t be shortcutted. Without any clear plan of action, you’ll find the toothbrush in the underwear drawer, the stool turned upside down, and your audience in a totally different room of the house (#truestory). We tend to get very impatient due to the pressures to engage, convert, and ultimately prove ROI, but don’t blame the distracted; it’s in their (um, our) nature. Look at your own part of the process, and do your best to make the plan stupid simple to follow. In other words, hide the Elsa doll; otherwise, you’ll never really be the center of attention.

Words Matter

“I wish you would tell me why”

To a three-year-old, language is very fuzzy and fluid. It’s a great time of experimentation, learning, and play. But to a four-year-old, words suddenly become very important. The often-relied-upon “in a little while” or “later” just doesn’t cut it anymore; “Don’t touch” no longer seems to include using feet or elbows; and “you didn’t say [fill in the blank]” is heard almost every day. But not only are words important because they open up a new world of loopholes, they are important because they open up the grey area on the truth-lie spectrum. Yes, marketers, this should sound familiar.

Fuzzy language, partial truths, and sly misdirection have been part of marketing from its inception. Some would argue that it’s a necessity, others would argue that it’s an evil, and others would argue that it’s both, but the fact is that it’s part of the landscape. Never has a brand’s words mattered as much as they do in our current age of social marketing. I won’t trot out the normal list of brands who have gotten into serious hot water due to a word or phrase carelessly tweeted, but such are good reminders that our words, every single one of them, matter. Transparency and wicked clarity are the only tactics to combat an audience who loves the opportunity to prove authority wrong (yes, that audience includes four-year-olds). At the end of the day, my Jasmine is a reminder to me that no matter how temporary I think my words are, there is a lasting impact, and, just like social reminds us from time to time, those words, especially the ones we would like to take back, can be very, very permanent.

Love

“I’m right out here for you, just let me in”

No matter how much we prioritize engagement, focus smartly, and come to a common ground of communication, the relationship means nothing without love. Our job is to love our audience unconditionally, even though they will not always reciprocate. They may even hate us from time to time, and they might even have a very valid reason for that emotion, but we do not give up on the relationship, we do not write them off, and we do not hate them back. You might not always like your audience, but you should always love them (they are why you have a brand, right?). Luckily, my four-year-old has a few years to go before straight-up rebellion should kick in, but I know this lesson is coming, and I’m preparing for it now. As a brand, unconditional love (both giving and inspiring) should be of the highest priority, since all else (conversions, sales, loyalty, etc.) relies on it. And social is the best outlet we have ever had to foster such. When you look at your social channels, do you see love? Do you see love in the form of generosity, helpfulness, honesty, and engagement? How good are you at loving those whom you want to love you back? Social has turned a holiday card friendship into a daily relationship, and how you tend those relationships now will heavily inform when the tide turns. I’d advise you, and me, to prepare for the teenage years now. Because love, unconditional love, is the only way we will survive.

Engagement, Focus, Clarity, and Love

“Do you wanna build a snowman?”

First, I deeply apologize if Frozen is now stuck in your head, but welcome to the world of having a four-year-old daughter. And her birthday wish would actually be for you to be Frozen-filled today, so I’ll consider that your present to her. These four lessons, and how they relate to brand marketing, hit home with me today, and I thank you for taking the time to take this journey with me. I’m sure there are many more lessons to come, and there are likely many of you who have your own lessons to pass along. The comments area is there for you, so I encourage you to drop some wisdom for me, my team, and the rest of our readers. I’ve built the bottom level as a foundation, so who is going to help build the rest of this snowman? I’m hoping it’s you.

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ABOUT MATT HOLLOWELL

Matt Hollowell

Matt is a lifelong student of design, marketing, publishing, and content creation. His passion sits at the intersection of content and design; in fact, you can often find him there with a cup of coffee in one hand and a notepad in the other. As SME’s Creative Director, he supports both the brand and clients, which helps to satisfy his lifelong love of never knowing what’s coming next. When not at his desk, you’ll find Matt serenading his two amazing daughters, reading gritty British poetry, or obsessively listening to podcasts. Send him your podcast reccs here: @mhollowell.

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CrimmCo Moves Your Business to 70,000 km/ph

CrimmCo Moves Your Business to 70,000 km/ph

Is your business a vortex moving forward at 70,000 km/pr or is it standing still?

CrimmCo Helps Businesses Move Forward.SocialManagement

 

CrimmCo has 4 brands that can help your business achieve VORTEX status. We are best know for our CrimmCoSocial brand which is our social media marketing and management branch. CrimmCoSocial manages your social network by engaging with your fan base and creating unique and engaging content that keeps your customers and future customers coming back for more. This keeps your brand in the forefront of when they are ready to spend money with you. We do the heavy lifting.

CWebDesignrimmCoWeb is our website design and re-design branch. Here we can create from scratch a custom designed website built for your marketing needs or we can simply enhance your current website to increase traffic and sales. No project is too big or too small.  We pride ourselves in building sites that are created based on the needs of our clients. We listen and dig deep to discover what your needs truly are. Our award winning design team is at your disposal and ready to implement a sales driven website based on our extensive interview with you.

CrimmCoSEO is our “look at me” branch. CrimmCo SEOWe feel that even the coolest and most elaborate website built on the planet is completely useless if it is invisible. If you are serious about increasing brand awareness and sales, it is imperative that your site is seen by the masses. We can achieve this with our seasoned SEO team. While some might argue that this strategy is expensive and takes time to see results, this is probably the best and most effective way to increase your visibility. We start with on site optimization using local keywords, and then move on to offsite strategies like link building and local citation building. Our team understands what Google is looking for and we deliver for you.

CrimmCoAteamCrimmCoAdmin is our business services branch. Here we offer admin and business management services. If you are a start up company or a small business who could use help keeping things organized and running efficiently, this is the service for you. While we provide excellent support for almost any type of business, we are especially effective with real estate agents and brokers. We have worked with large brokerage firms and know this ins and outs of the sometimes complicated world of real estate. Hiring our support team to do what we do best allows you the freedom to do what you do best. Rest assured that CrimmCoAdmin has your back.

Our Services are completely customizable and scalable. Contact us at 808.214.0884 or Click Here

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Social Media Privacy Settings

Social Media Privacy Settings

How to Check Social Media Privacy Settings

social media how toAre you concerned about your online privacy?

Have you checked the privacy settings for all of your social media platforms?

Personal social media management is now more important than ever. As marketers, we’re usually out there promoting our business, yet we still need to be conscious of our privacy.

In this article you’ll discover how to adjust the privacy settings on your social media sites, so you share only what you want with the people you want.

Why Check Your Privacy Settings?

Content uploaded to social media platforms is not always secure, so it’s imperative to understand how to use the privacy features your social media sites have to offer.

social media privacy settins

Find out where to check and adjust your privacy settings on top social media networks.

If you would rather have us do it for you Click Here

Some Great Holiday Shopping Stats For You

Some Great Holiday Shopping Stats For You

One of the first things I do before I start writing about a topic or idea is search for supporting statistics. Why? Stats are a great way to support the positions you take and the advice you share.HolidayShopping (1)

When I started writing ShortStack’s holiday eBook (be the first to get it here!), my process was no different. I immediately started hunting for the most up-to-date holiday shopping statistics. I quickly found my way to the National Retail Federation’s (NRF) website. To date, they are by far the best source for holiday statistics I’ve found.
Every year, the NRF releases a holiday guide, in tandem with their annual holiday forecast, which includes the most relevant data about historical holiday sales, employment and consumer trends. These resources, along with the holiday destination they call “Holiday Headquarters,” are amazing troves of information.
This year, after coming across so great many holiday statistics I decided to create this blog post to share the ones I found most insightful.
Take a look at them below!
Shopping Behavior and Spending Stats
• 28% of consumers plan to spend more than 50% of their total holiday shopping budgets November 28 – December 1 (aka Black Friday weekend).
• Consumers will spend an average of $459.87 on gifts for their family, up 6.5% from $432.00 last year, and $80.00 on gifts for friends, up from $75.00 last year.
• A typical person celebrating Christmas, Kwanzaa or Hanukkah will spend $804.42, up nearly 5% over last year’s actual $767.27.• Those celebrating the holidays will spend more on gifts for their co-workers ($26.23 vs. $24.52 in 2013), and others such as their babysitter and even their pets ($30.43 vs. $26.65).
• 40.9% of shoppers will begin spending in November, up slightly from 38.8% last year; 15.5% will begin in the first two weeks of December.
• 42.3% of those polled say free shipping/shipping promotions are important factors.
• Consumers say that helpful, knowledgeable customer service (30.3%), convenient locations (47.9%), low prices (41.2%) and sales or price discounts (74.7%) also play a role in their decision to shop at a particular retailer.

graph2

• 6 in 10 say quality of merchandise (60.9%) and selection of merchandise (59.4%) are important factors in their decision to shop somewhere.
• For the eighth year in a row gift cards are the most requested gift item among those celebrating the holidays.
• 62% say they’d most like to receive a gift card, followed by clothing (52.5%), books, CDs, DVDs or video games (43.1%), and electronics (34.6%).
• One-quarter (24.8%) of consumers say they’d like to receive jewelry, up from 23.3% last year.
• When asked if the state of the U.S. economy would impact their holiday spending plans, four in 10 (41.4%) said yes, down almost 20% from last year and the lowest amount since NRF first asked in 2009. Of those who said yes, most agree they will compensate by spending less overall (75.6%). Others will shop for sales more often (49.0%), comparison shop online more often (34.4%), use coupons more often (37%), buy more practical gifts (28.4%) and use last year’s decorations (24.8%).
• Self-gifting will decrease this year as shoppers opt to shift their budgets towards spending on others: 56.9% of holiday shoppers say they plan to take advantage of sales and discounts to purchase non-gift items for themselves or others, and will spend an average of $126.68, down from $134.77 last year.
• Nearly 50% of consumers plan to keep track of retailers’ promotions and sales through advertising circulars.

graph1

Posted by Chelsea Hejny

Online Stats
• The average shopper will do 44% of holiday shopping online.
• 2 in 5 consumers said that they will spend more time researching online in order to find a good deal.
• Before making a purchase, shoppers reference 12 sources of information.
• 64% said YouTube is the most influential channel for making shopping decisions.
• Free shipping is deemed the second most important factor for shoppers when purchasing online.
• Digital interactions influence 36 cents of every dollar spent in the retail store.
• 44% of consumers want the ability to buy online and pick up their purchases in a store.
Mobile Stats
• 84% of store visitors use their mobile devices before or during a shopping trip.
• Consumers are using their mobile phones in the store to research products and find last minute ideas. 69% said that they would use their smartphone for holiday shopping.
• Nearly one third of consumers say they’d like to receive holiday deals via their mobile device.
• When it comes to why consumers choose to shop where they do during the holiday season, one-quarter of shoppers say easy-to-use mobile websites is an important factor in their decision to shop with a specific retailer.
• Broken down by age, 41.1% of 25-34 year olds are somewhat or very comfortable using their device to pay for items at the register, compared to just 14.4% of those 65+. Men are much more likely than women are to feel comfortable with the technology (32.6% vs. 22.5%).
• 1 in 3 consumers use their smartphones to find information they need rather than asking an employee.

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How to Enable Reviews on a Facebook Business Page

Enable Reviews Facebook

Reviews can be a great resource for a business. Good reviews are proven to help businesses gain more customers, and while negative reviews will indeed turn away some customers, they are also a great opportunity. Negative reviews tend to have a complaint attached, and you can address that complaint. Fast customer service can help retain customers and can show new users that even if a problem does occur, you’re there to help solve it.

Facebook is not a review site. You aren’t going to find aggregated reviews and star ratings for everything. It’s not Yelp, it’s not Metacritic, and it’s not OpenCritic. They focus heavily on the social aspects of the internet, and not so much the one-sided reviews. Facebook doesn’t want to be a customer service portal – if anything, Twitter is going that route – and they make it correspondingly difficult to find reviews.

So how can you, as a business on Facebook, open yourself up to reviews?

Outdated Information

One quick thing before we begin. If you’ve been looking for information about reviews on Facebook, you’ve probably run into all sorts of old articles or topics in their community help center. Facebook recently made some changes to how their category system works and how their review system works. This means a lot of the advice published in those posts is incorrect. This article is correct as of the publication date, but Facebook can certainly change things again. If they do, please let me know in the comments and I’ll take a look at what’s changed.

So far there are two major changes. The first is to the category system. In the past, when you created a page, you had to pick your category. Remember this screen? It’s still there, but it’s not as relevant as it used to be. You’re no longer 100% locked in to the category you pick when you first create your page.

Facebook Create a Page

Now, when you go to your page settings, you see a box that says “Category.” This box will have one entry, which is the category you picked when you created the page. However, you can remove that category and you can add more categories, up to three. Facebook says they will “keep the most specific three” so you can add more and they will keep the most specific. If you added media company, company, local business, and repair shop as four categories, they would eliminate “company” as being too generic compared to the others.

This is all a side effect of the recent page layout redesign, where they more or less unified how pages look. There used to be quite a significant difference between different categories, which you can see in the examples in this article from Buffer. Since they unified looks, they had to unify features, otherwise category would still control what you were able to do on the page.

The second major change is that reviews are no longer tied to the map and address function of Facebook. In the past, you had to have a specific category, that being local business.

Map on Facebook

You also had to have location information enabled, which is how you get the map on your Facebook page. Only then would you get reviews. This meant that businesses not tied to a local address wouldn’t be able to get reviews, and it meant that if you wanted a map you had to have reviews, and vice versa. Nowadays, you can enable reviews without having the map. You can also have the map without enabling reviews. However, you do still need to have an address plugged in if you want a map, so that bit hasn’t changed.

Some features are in fact still tied to the type of page you’re using. All types of pages get a short description, a website link, a services list, and reviews. Email is only available to companies and organizations, local businesses, people, sports pages, websites, and blogs. Phone numbers and addresses are only available to companies and organizations, local businesses, and people and sports pages. Maps, check-ins, and business hours are only available for companies and organizations and local business pages. You can see the full chart here.

Some Examples

Since it’s easy to miss the reviews section on a Facebook page these days, I’ve dug around and found some examples of various businesses.

  • Moz. This page tends to be pretty well optimized, and they have decided not to use reviews, so you won’t see the review section anywhere on their page.
  • Hobbytown USA. This business is a retail chain with locations across the country. They have an address added for their headquarters, which shows the map on the right side a bit down the page. They also have reviews in the upper section of the right column. You can see they have a 4.3 out of 5 star rating, but you can’t see anything beyond that. However, if you click the stars, you can see the reviews specifically. They only have 11 reviews and you can read the reviews left by people if you so choose.
  • A Different Hobbytown. As the above stated, that was their corporate location. Individual stores have their own pages and reviews, and this is one such example. They have a map and review section independent of their corporate location. They have a higher number of reviews, a higher rating overall, and are not verified.

I’m having a hard time finding a page that has reviews but doesn’t have a map, likely due to how new the ability is and how few brands have decided they really want reviews. Nevertheless, the Facebook help center and the option in a private testing page of my own confirm it’s possible, I just haven’t seen it live. If you’ve seen one live in the wild, shoot me a link.

The same goes for pages with a map but without reviews. Most local businesses know the value of reviews and leave them on, and it’s hard to find one that has disabled reviews. Again, if you know of one, shoot me a link. Facebook says it’s possible, I just haven’t found one in the wild.

Enabling Reviews on Facebook

The actual process for enabling reviews is pretty easy, and can be done in one of two ways.

The first way is to have a local business or have a business where you don’t mind the address being public. So, this works well for restaurants, grocery stores, chain locations, and corporate headquarters. However, it doesn’t work very well for bloggers or freelancers who don’t want their address published publicly.

All you do in this case is add in your address information, if you haven’t already. This will give you a map and the reviews associated with it. You can, according to Facebook’s help page, disable the reviews and just keep the map if you want. Specifically, they say “Note: Adding an address to your Page will automatically enable reviews, but you can still disable them.”

The second process is what you have to use if you don’t have an address to add, or if you have it added and somehow don’t have reviews, or in any other situation where you want reviews and don’t have them. Simply go to your page and click settings up at the top. From there, in the general tab, will be a section near the top labeled reviews. Simply allow visitors to review your Page, and save the changes. That’s all there is to it! You can see all the settings easily in this image:

All Settings Facebook Review

Adding or Changing an Address

Address information is still limited by the category of the page. You need either “companies and organizations” or “local businesses” to have an address on your page. Add one of these to your page categories list in order to add your address.

Adding a Location to Facebook PageAdding an address from there is pretty simple. First, click on the about section on the left column of your page, under the profile picture. Then click the “edit page info” link in blue in the upper right corner below the cover photo. Under the General tab of the window that pops up, you should see a Location section. It will have a map and boxes for your address information. Add in your address, but keep in mind that you can only have one address. If your Page represents a retail chain, make it your headquarters address. Other pages for individual stores can use their own addresses.

Below the map is a “show map and check-ins on the page” option. Click this if you want the map to be visible. By default, adding in the address will enable reviews, so you can follow the process above to disable them if you don’t want them.

You can also add a bunch of useful local business information in this tab. You can inform people of what sort of parking your business has available, what hours you’re open, and a general impression of your price range.

Note: If your “general” tab doesn’t have the location section, Facebook probably doesn’t have you recorded as a local business or company page. In this case, remove all the categories in your categories box and put in Local Business or Company, depending on which you are. Make sure to write down the categories you had before, if you want to add them again when you’re done. Save your settings, then refresh your page. You may have to wait a minute or two for Facebook’s system to recognize the change and refresh again. Then follow the steps above, going into the edit page info box, to see if the Location section is available.

Dealing with Ratings

One caveat that comes with enabling ratings on your Page is that now you have to monitor and deal with negative ratings and reviews that come in. There are a few quirks to this system that you should know.

First of all, you can’t simply edit or delete a review. Facebook makes them all but permanent, and it requires a review on Facebook’s end to get one deleted. I’ll tell you the process for that in a minute.

Secondly, reviews have the same privacy visibility settings as posts. You can, of course, always see all of the reviews on your page. However, when someone posts a review, it can be set to only them or only to their friends, so a negative review might not be as bad as you might think. If only one user and their friends can see the review, it doesn’t necessarily impact your brand as a whole. Of course, you should still address them before they get out of hand, and the same user can leave reviews on other locations you can’t hide as easily.

Poor Rating Fan Page

Interestingly, your overall star rating is also just made up of publicly available star ratings. Anyone who reviews your business with a one star but keeps it private to just their friends will not affect your star rating for people who aren’t friends with that person. Keep this in mind if you ever want to try to publicly shame a business into addressing your customer service issue; make your review as public as possible and they’ll have more incentive to deal with it.

If you find yourself with a flood of negative reviews, it’s not a technical issue on Facebook you need to solve, it’s an issue with your product or service and it’s a customer service issue. You need to address the problem at its source, and only then can you try to get your reviews back up on Facebook and other sites that might have reviews for your business.

When you encounter a negative review, the first thing you should do is research it to see if it’s a valid complaint. If it’s a valid complaint, your process is easy; address the problem, resolve it with the customer, then ask them to edit their review to reflect your customer service experience. They may or may not change their rating, and that’s all you can do.

If the review is not valid, you have some options. What constitutes an invalid review?

  • A review that was left by someone you know has not purchased your product or service.
  • A review that reflects events that didn’t happen.
  • A review that isn’t an actual review of your business or product/service, such as one for a business with a similar name.
  • A review that is mostly just an excuse for the person to spew racist or bigoted hate speech directed at your employees or the owners of your company.
  • Any other review that violates the Facebook community standards.

When you encounter such a review, simply go to the review and click the V in the upper right corner. Click report and follow the instructions. Facebook will review the review and delete it if they find it violates their standards. If it’s a negative but valid review, they will leave it and not remove it.

Additionally, you can’t have a review removed if it’s just a star rating with no comment. The reviewer needs to leave a post that violates the community standards.

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