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Email Marketing – Be Messy and 9 Other Tips To Get Better Results

August 3, 2016
2 min read

Email marketing is consistently ranked as the best channel in terms of return on investment. 68% of companies rate the channel as ‘good’ or ‘excellent’. (1) For every $1 spent, email marketing generates $38 in ROI. (2) Email is 40 times more effective at acquiring new customers than Facebook or Twitter. (3) So now that you’re convinced (or perhaps you were already,) let’s optimize your performance: Email Marketing to Millennials: 3 Ways to Reach the Largest Consumer Generation Read (the above article) for tips to help reach the largest group of consumers and turn them into your brand’s biggest fans.…

August 3, 2016
3 min read

I believe my son is an average 6-year-old. He likes Star Wars, Transformers, Wii and sports. When we moved to Norman, Okla., he saw the OU football poster and wanted one. So up one went on his wall! Then he wondered if he could get posters from the teams OU was playing. And thus, a quest began! Because the DMOs in the cities of the Big 12 have a strong relationship I was able to drop the other eleven a line and make the request. As some went unfulfilled, I started contacting the universities’ athletic departments myself. The result is…

August 2, 2016
2 min read

In CTA trainings, Stephen has a simple exercise which demonstrates that if we take simply a minute or two to engage with the customer, we can learn about them and how to serve them best. Imagine spending nearly 11 hours with a customer!? That’s what one Zappos customer service rep did: A Zappos Employee Had the Company’s Longest Customer-Service Call at 10 Hours, 43 Minutes Other good reads this week on customer service: Why Honest Customer Service Policies Are Good for Business L.L. Bean offers a ‘lifetime’ guarantee on its products. Isn’t that pricey for the company? Not if you keep…

July 26, 2016
6 min read

You should disconnect your social media networks. Social media outlets are completely different and require entirely different management. User behavior, consumption of information, structure of posts/tweets, and the ways fans and followers engage vary dramatically across the platforms. Here’s seven additional reasons you should disconnect your social media accounts.

Tourism Best Practices – CVBs Maximize Pokemon

July 26, 2016
2 min read

For years, CVBs have been developing and promoting “be a tourist in your own city” encouraging families to venture out and discover local attractions they haven’t visited or re-visit a destination they haven’t been too in years. Leave it to a video game to truly drive families to be a tourist in their own city. PokemonGo is sending droves of game players to new parts of their community or attractions they haven’t visited in a while. How are CVBs maximizing Pokemon fever? CVBs Publish PokemonGo Guides to Draw Visitors While Pokémon Go continues to gain popularity, the game also presents…

July 21, 2016
2 min read

You’ve started your social media accounts. You’re posting. You’re tweeting. You’re pinning. Starting to get proficient at Facebook. Even used a #hashtag in a tweet. But now comes Snapchat. First we always coach, own one social media channel before starting your marketing on another channel. But if you’re ready to dive into Snapchat, here’s some help: Now Is The Perfect Time for Your Brand to Join Snapchat If you’ve previously thought Snapchat to be a social network used only by teens, it’s time to change that mindset. How Facebook’s Newest Update May Hurt Your Brand Since the beginning of the…

July 20, 2016
2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. Only three good reads on improving customer service but three very…

July 19, 2016
2 min read

All eyes this week on Cleveland as the Forest City hosts the Republican National Convention. Tourism professionals in Convention and Visitors Bureaus – CVBs (or Destination Marketing Organizations – DMOs) in Cleveland around northern Ohio are implementing some innovative programs to increase visitation in their destinations. We call them Tourism Best Practices. Destination Cleveland Launches #AskCLE to Answer Visitor Questions During RNC (and Beyond) The visitors bureau opened a social-media headquarters and launched a new hashtag — #AskCLE – designed to aid Republican National Conventionguests as they navigate the city. Visitors can pose questions using a variety of social-media outlets, including Twitter,…

July 18, 2016
2 min read

Stephen speaks regularly on marketing, social media, email marketing and customer service. Probably the most asked question regarding email is ‘how often should we email?’ Stephen suggests at least once per month. Beyond that? It depends. Three ways to further answer how often you should email here: How Often Should You E-Mail Your List? I wish there was a simple, straight-forward answer, but the best I can do is tell you that it depends. For everyone that just groaned, let me explain that a little more. 7 Ways To Grow Your Email List There are certain measures you can take…

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Email Marketing – Be Messy and 9 Other Tips To Get Better Results

Customer Service Lessons from the Big 12

Customer Service – 11 Hours with A Customer; 5 other Good Reads

Tourism Best Practices – CVBs Maximize Pokemon

Customer Service – The Future of CX; What Gen Z Wants and Your Signature Service

Email Marketing – Answering The Most Asked Question; 5 Other Good Reads