Posts Tagged ‘Social Media’

Using Social Media & Live Support Software To Handle Customers Complaints

The new online world is set up for convenience. Customers the world over have always demanded convenience. Neglecting the worlds of social media and live support software for your customer service needs is probably the most inconvenient thing that you’€™re doing to your customers.

In this article we are going to look at:

  • What live support software is and how it works.
  • How social media factors into customer service.
  • Why your business needs to use both of these to give a complete range of options to customers who wish to speak with you.

The days of only being able to call someone up on your telephone is one that is well in the past. Using my phone I can contact my friends through text messaging, email, Twitter, Viber, Whatsapp, Facebook Messaging, Skype and sometimes I even call them!

Despite this being the case socially, some businesses still only offer a telephone number and an email address for their customers to speak with them. It is time to catch up or be left well behind!

What are live support software applications?

Live support software is a type of customer service program that allows consumers the chance to contact a company with their questions and concerns without talking on a phone. This allows for people to have the immediacy of a phone conversation, but with the trackable dialogue of email.

To give a practical example, have you ever had someone give you directions over the phone only to forget them the moment you hung up? That won’€™t be problem as the text stays with you on your screen.

The program itself is usually very simple. A text box appears on the screen of the site visitor after they meet some criteria. This criteria can be when they spend a certain amount of time on the site, or when visiting a certain page. This connects to the dashboard on the screen of an operator. The operator can respond and share information through this dashboard.

This all happens through some sort of JavaScript, Java or Flash Player application for the most basic uses. VoIP, app sharing, screen sharing and other more advanced features are available for those who want to go beyond simple text.

How does social media factor in?

Quick moving applications, Twitter being the best example, are frequently used by people to ask little questions here and there. It is also being used more and more by those who wish to air complaints about companies and brands publicly – and you should be there to hear what people have to say.

Social media as customer support works in three main ways:

  • Customers come right to you and make comments and complaints through direct messages, or on your own public message board.
  • Customers complain about you in a post, but do not come to you directly by using hashtags.
  • Potential customers make comments that can be found through various sorting software programs so that you may offer assistance.

Think of a place like Twitter as a live chat app that the whole world shares. This is pretty much true as it has the ability to connect people from all over the world in dialogue. It may not function in the traditional back and forth of a web chat, but the dialogue is there if you know how to follow it. Try learning about hashtags, mentions and other Twitter specific programs such as:

These are worth a paragraph each, more than we have space for in this article. For further details, check out this post on Twitter management tools that I wrote elsewhere as it covers a few more of these in greater depth.

Why is it important to use these tools?

The reasons why you will want to use social media and live chat to do customer support are:

  • People are becoming more and more used to having links and relevant websites sent to them to explain problems, and which they can refer back to for reference later on. You can’€™t do this easily over the telephone.
  • Your employees who use these tools will also have a better experience as supporting articles and reference can be sent, instead of having to explain complex problems repeatedly. No more second and third phone calls!
  • Time is saved if a special department has to be called in – they can just read all of the text that has been written so far and get up to speed with the conversation. This does not happen on the telephone and is a major headache for someone. Who wants to explain the problem multiple times to one company?

All three of these points add up to less time being spent by your employees on doing customer support jobs, while your customers get even better service – gaining you new followers on Twitter, Pinterest, Facebook and any other social media platform you use.

This is one of those rare win-win situations in business that you must take advantage of. If your competitors are doing this, and you’€™re not, they will serve your shared consumers better and your share of the market will shrink.

Using Social Media & Live Support Software To Handle Customers Complaints

The new online world is set up for convenience. Customers the world over have always demanded convenience. Neglecting the worlds of social media and live support software for your customer service needs is probably the most inconvenient thing that you’€™re doing to your customers.

In this article we are going to look at:

  • What live support software is and how it works.
  • How social media factors into customer service.
  • Why your business needs to use both of these to give a complete range of options to customers who wish to speak with you.

The days of only being able to call someone up on your telephone is one that is well in the past. Using my phone I can contact my friends through text messaging, email, Twitter, Viber, Whatsapp, Facebook Messaging, Skype and sometimes I even call them!

Despite this being the case socially, some businesses still only offer a telephone number and an email address for their customers to speak with them. It is time to catch up or be left well behind!

What are live support software applications?

Live support software is a type of customer service program that allows consumers the chance to contact a company with their questions and concerns without talking on a phone. This allows for people to have the immediacy of a phone conversation, but with the trackable dialogue of email.

To give a practical example, have you ever had someone give you directions over the phone only to forget them the moment you hung up? That won’€™t be problem as the text stays with you on your screen.

The program itself is usually very simple. A text box appears on the screen of the site visitor after they meet some criteria. This criteria can be when they spend a certain amount of time on the site, or when visiting a certain page. This connects to the dashboard on the screen of an operator. The operator can respond and share information through this dashboard.

This all happens through some sort of JavaScript, Java or Flash Player application for the most basic uses. VoIP, app sharing, screen sharing and other more advanced features are available for those who want to go beyond simple text.

How does social media factor in?

Quick moving applications, Twitter being the best example, are frequently used by people to ask little questions here and there. It is also being used more and more by those who wish to air complaints about companies and brands publicly – and you should be there to hear what people have to say.

Social media as customer support works in three main ways:

  • Customers come right to you and make comments and complaints through direct messages, or on your own public message board.
  • Customers complain about you in a post, but do not come to you directly by using hashtags.
  • Potential customers make comments that can be found through various sorting software programs so that you may offer assistance.

Think of a place like Twitter as a live chat app that the whole world shares. This is pretty much true as it has the ability to connect people from all over the world in dialogue. It may not function in the traditional back and forth of a web chat, but the dialogue is there if you know how to follow it. Try learning about hashtags, mentions and other Twitter specific programs such as:

These are worth a paragraph each, more than we have space for in this article. For further details, check out this post on Twitter management tools that I wrote elsewhere as it covers a few more of these in greater depth.

Why is it important to use these tools?

The reasons why you will want to use social media and live chat to do customer support are:

  • People are becoming more and more used to having links and relevant websites sent to them to explain problems, and which they can refer back to for reference later on. You can’t do this easily over the telephone.
  • Your employees who use these tools will also have a better experience as supporting articles and reference can be sent, instead of having to explain complex problems repeatedly. No more second and third phone calls!
  • Time is saved if a special department has to be called in – they can just read all of the text that has been written so far and get up to speed with the conversation. This does not happen on the telephone and is a major headache for someone. Who wants to explain the problem multiple times to one company?

All three of these points add up to less time being spent by your employees on doing customer support jobs, while your customers get even better service – gaining you new followers on Twitter, Pinterest, Facebook and any other social media platform you use.

This is one of those rare win-win situations in business that you must take advantage of. If your competitors are doing this, and you’€™re not, they will serve your shared consumers better and your share of the market will shrink.

New Platforms That Help to Increase Your Reach on Social Media

It’s no secret that Facebook is more of a place to share content than create it. With limits on word count and customization, writing an article on Facebook is a hassle. Similarly, self-serve and hosted blog platforms like WordPress prove to be great for creating content, with varying degrees of customization, but attracting an audience or even installing the site often takes expert knowledge. In both scenarios, the content isn’t as much the issue as its distribution.

This conundrum is an ever-present scenario in the eyes of digital content creators. While there are tools and platforms in place to assist with content creation, most won’t help content creators find an audience nor facilitate meaningful relationships with end-users. Let’s take a look at the thriving platforms that are able to attract publishers and content creators whose works elicit emotions that inspire a reader base to share and promote their content.

Tumblr

In terms of social content platforms, Tumblr reigns supreme. It grew from under 170,000 unique monthly visitors in 2007 to over 38M by early 2012, according to D. Steven White. Yahoo!, who acquired the company in early 2013, claims that Tumblr’s rapidly growing mobile base is often unaccounted for, changing the figure of roughly 47.5M monthly visitors to well over 70M.

Why It Works: Tumblr succeeded by introducing its viral repost feature, which allowed users to share funny content on their blog or search through various blogs in a Facebook style newsfeed to curate content relevant to their interests.

How It Works: Tumblr’s best asset is as a complimentary blog to a brand or content marketer, showcasing content that is complimentary to a brand’s interests and inspiration. A great example is the White House, which joined Tumblr to reach a young audience by showcasing beautiful images of America and shedding light on how new policies impact the US.

Facebook Notes

There was a point where Facebook and Twitter sparked rumors of “Blogging is Dead.” These social media sites showed the world that personal micro-content is here to stay. However, blogging only became more popular as Facebook and Twitter evolved from platforms where users just hang out to platforms where users hang out and share interesting content they create. Content creators had to resort to other mediums to publish, but Facebook sought to change everything with Notes. Notes was clearly a feature implemented after being rebuffed by Yahoo in the acquisition of Tumblr, but Notes has been pushed mainly to obscurity by the new timeline redesign. Still, there is no news of Facebook giving up on the platform and the social giant has over 1.23 billion users.

Why It Works: Facebook Notes was a response to long form publishing platforms that were eating Facebook’s social share like Tumblr and Blogspot. It works simply by being on the world’s largest social platform.

How It Works: Facebook is still the world’s largest social platform and will be for the foreseeable future. Notes can be shared with friends or posted to a timeline, similar to status update, allowing anyone to join the discussion about the content.

PostHaven

Posthaven is another platform that grew out of the ashes of Posterous, the incredibly fast microblogging platform that was acquired by Twitter. PostHaven is young and growing rapidly, and not ashamed to say they will be around much longer than their predecessor. Simple site designs place a strong emphasis on engaging with the content over flashy advertising or news feeds. PostHaven requires users to pay $5 per month for continued usage, but guarantees that price won’t increase ever. The user fees provides a stable source of funding that helps the platform to provide new updates, new functionality and other improvements

Where It Works: The Posterous community, which was very large (over 30M) and included many tech enthusiasts should be in support of this platform as popularity rises.

How It Works: Too soon to tell, although adoption is growing.

Olanola

Another relative newcomer to the blogging world, Olanola mixes social, content customizability, and viewership. This new social content platform allows users to create their own custom websites and begin to immediately engage with a built-in audience through embedded tools and functionality. Olanola features a popularity algorithm that surfaces the most relevant content, based on what the reader is most likely to find interesting and engaging, their preferred verticals/interests, viewing history and content they create on the platform.

Where It Works: As a secondary platform for a brand or content marketer, Olanola allows users to RSS content into the platform to create a microsite or community that engages with their content on the platform.

How It Works: It’s too early to tell, but Olanola is featuring a Viral Blogging Contest to introduce users to the platform at http://www.olanolacontest.com. Create viral content for a chance to win a free iPad.

6 of the Best and Most Popular Twitter Tools

There are several social networking sites that are available in the market and all are working extremely hard to be the best platform to express views, share special moments and many more wonderful features. Twitter is one of the sites that have millions of followers across the globe. But when it comes to using the tools, it can be quite confusing to choose which one is the best that will help manage your twitter accounts. Below are top 6 Twitter tools that help in managing Twitter account efficiently and are widely used by social media experts:

  1. Triberr

This is a wonderful tool that helps you expand your reach by joining different tribes of similar bloggers in this social networking site. Users simply need to plug in an RSS feed, after which the members of the tribe can tweet new post. You can either tweet manually after reviewing and approval of the posts or you can set yourself up for automatic tweeting of posts of the other members.

  1. Buffer

Buffer is a very interesting tool that gives you the chance to tweet in a smart way. In order to shorten the links being scheduled, its inbuilt URL shortening can be used. It is an extremely essential tool used by social media experts since it allows them to determine what audiences love the most out of contents that are shared by them throughout the day.

  1. TweetDeck

This is a wonderful Twitter management tool that creates specific columns, making it very easy and useful in organizing twitter activity. Its interface is extremely easy to use, creates shortened URLs, helps while sending longer messages and provides various other useful features.

  1. paper.li

This is a unique and very advanced application used by the social media experts that allows every user to collect and combine tweets into any newspaper style format. It can even be automatically shared on individual Twitter accounts. It is a helpful tool for collecting top tweets from people on any specific Twitter list, tweets from the followers or even anyone who uses a certain #hashtag. Due to its unique features, this tool is appreciated and used by the majority.

  1. Hootsuite

This is among the personal favorite twitter tools used by professional social media experts around the world. Hootsuite is a free tool for those who wish to manage less than 5 social profiles. But if you are looking for the Pro version, then it is also not that steep. At just the price of $5.99 per month, it lets you manage unlimited social profiles with enhanced analytics. Apart from handling your Twitter account, it also helps you to manage your other social networking accounts quickly and easily.

  1. Tweepi

Tweepi helps you to easily understand and make a quick analysis of the present data in your account as well as others’. This tool provides you with numerous ways of searching the users who might be keen about your brand. Once you have found your group of targeted users, you can interact with all of them by just ‘@mentioning’ them, ‘following’ or ‘adding to list’. Twitter sends notifications to such users through SMS and email. And if they are genuinely interested, then they can check your profile easily and follow back. It also allows you to flush out your unfollowers.

Social media experts are using several Twitter tools that have made their lives extremely easier to check and track the status of every update or post. If you want to get noticed, using any of the Twitter tools mentioned above is better than using no tools at all.

Eileen Burton is a small town girl who has an endless passion in blogging, social media marketing and everything tech. Currently working in an assignment consultancy in UK, she also loves to read a lot especially the novels of her favorite author Dan Brown.

How To Use Periscope

You might be wondering why I’m holding a phone up as I’m filming today’s Juicy Bit. I’m using a new technology called Periscope. Periscope is a live broadcasting social media network. Right now I’ve got 21 people on here right now interacting with me, which I’m going to show you. They’re liking up the screen with hearts and saying different things. The people on Periscope just get to see behind the camera, and they see Allie filming this.

Periscope is really cool because I’m the only one on camera, and all of these people on here can give me feedback through tapping the screen or they can actually type in a question and I can interact with them. Just before this video I asked my Periscope followers to give me their best tips for using Periscope as a marketing tool. Periscope is great because what makes social media marketing so effective is the transparency, the interaction that you’re able to have with people that you do business with as well as brands that you follow. If someone is on Periscope they could actually be showing you what’s going on in the warehouse as you’re shipping out products, or maybe what’s happening in the back of the house of a theater screen or a restaurant.

I’m going to give you some tips today for how to use Periscope when you’re marketing. When you start to market on Periscope you want to make sure that you take a lot of attention and time to name the broadcast something that people are going to want to watch. Because anytime I start live Periscoping, all of these people get a push notification on their phone if they’re following me. They’re only going to see who it is and they’re basically going to see a title of the Periscope broadcast. It’s really important that you name it something that people are going to want to watch.

When you start Periscoping, the first image that’s taken also becomes the cover photo for that Periscope video, so you want to take a lot of attention. Today when I launched it, instead of putting my face on I actually pointed it at Allie behind the camera, so that’s the thumbnail for today’s Periscope. You want to do things that I’m not doing right now, which is actually interacting with people on the phone. This is a bad example, but when you go through this you basically want to ask them, “Where are you guys chiming in from today?” You’ll find out that you may have an international audience. It’s really cool for your followers to be able to see that they may be on the same Periscope with somebody in a different time zone or a different continent, or all the way around the world.

You want to basically shout out to them so they say things to you, and you want to answer their questions. You need to be engaging enough for them to actually want to show up and watch your video. It has to be entertaining and informational, but it’s not a video. It’s not just a live streaming video. You want to be able to interact and ask them questions. When you have your normal followers come back you want to make sure that you shout out to them when you realize that they’re around and they keep coming back to watch your videos.

Those are some of my Periscope marketing tips, but most importantly, my number one tip for Periscope is just to sign up, start watching other people’s Periscopes, and start Periscoping. It’s the wild west of Periscope. It’s like Twitter back in 2007 or whenever that started. Most people don’t know how to use it well yet, but people are starting to use it and it’s another great way for you to interaction with your fans. Go to Periscope, download the app. The videos are all live broadcasting. When you’re done, this video will be available for about 24 hours. You can see people are tapping on the screen and giving me hearts. This is what it looks like. They’re seeing what’s going on here.

The video is available for the next 24 hours after you finish the broadcast, but if you go into settings you can actually tell it to autosave the video. If you have a great video, a great Q&A chat, you can actually then upload to that to Facebook or YouTube or anything that you want to make that video available for later. It’s a good mix of the old and the new when you’ve got Periscope integrated with all of their other social media channels. Does anybody have any other last tips or any advice that I should give other than to actually interact with my fans while I make the video? I appreciate you guys all showing up and being part of this Periscope. We’re going to sign off now. Check out Periscope. It’s an app; it’s on iPhone and Android. Need a mobile device to be able to broadcast, although you can watch Periscope videos from your desktop computer.

Juicy Results is a social media marketing agency. Contact us today to see how we do social media right for our clients.

– See more at: http://www.juicyresults.com/2015/how-to-use-periscope/#sthash.pEXBzSX8.dpuf

Using Social Media & Live Support Software To Handle Customers Complaints

The new online world is set up for convenience. Customers the world over have always demanded convenience. Neglecting the worlds of social media and live support software for your customer service needs is probably the most inconvenient thing that you’€™re doing to your customers.

In this article we are going to look at:

  • What live support software is and how it works.
  • How social media factors into customer service.
  • Why your business needs to use both of these to give a complete range of options to customers who wish to speak with you.

The days of only being able to call someone up on your telephone is one that is well in the past. Using my phone I can contact my friends through text messaging, email, Twitter, Viber, Whatsapp, Facebook Messaging, Skype and sometimes I even call them!

Despite this being the case socially, some businesses still only offer a telephone number and an email address for their customers to speak with them. It is time to catch up or be left well behind!

What are live support software applications?

Live support software is a type of customer service program that allows consumers the chance to contact a company with their questions and concerns without talking on a phone. This allows for people to have the immediacy of a phone conversation, but with the trackable dialogue of email.

To give a practical example, have you ever had someone give you directions over the phone only to forget them the moment you hung up? That won’€™t be problem as the text stays with you on your screen.

The program itself is usually very simple. A text box appears on the screen of the site visitor after they meet some criteria. This criteria can be when they spend a certain amount of time on the site, or when visiting a certain page. This connects to the dashboard on the screen of an operator. The operator can respond and share information through this dashboard.

This all happens through some sort of JavaScript, Java or Flash Player application for the most basic uses. VoIP, app sharing, screen sharing and other more advanced features are available for those who want to go beyond simple text.

How does social media factor in?

Quick moving applications, Twitter being the best example, are frequently used by people to ask little questions here and there. It is also being used more and more by those who wish to air complaints about companies and brands publicly – and you should be there to hear what people have to say.

Social media as customer support works in three main ways:

  • Customers come right to you and make comments and complaints through direct messages, or on your own public message board.
  • Customers complain about you in a post, but do not come to you directly by using hashtags.
  • Potential customers make comments that can be found through various sorting software programs so that you may offer assistance.

Think of a place like Twitter as a live chat app that the whole world shares. This is pretty much true as it has the ability to connect people from all over the world in dialogue. It may not function in the traditional back and forth of a web chat, but the dialogue is there if you know how to follow it. Try learning about hashtags, mentions and other Twitter specific programs such as:

These are worth a paragraph each, more than we have space for in this article. For further details, check out this post on Twitter management tools that I wrote elsewhere as it covers a few more of these in greater depth.

Why is it important to use these tools?

The reasons why you will want to use social media and live chat to do customer support are:

  • People are becoming more and more used to having links and relevant websites sent to them to explain problems, and which they can refer back to for reference later on. You can’t do this easily over the telephone.
  • Your employees who use these tools will also have a better experience as supporting articles and reference can be sent, instead of having to explain complex problems repeatedly. No more second and third phone calls!
  • Time is saved if a special department has to be called in – they can just read all of the text that has been written so far and get up to speed with the conversation. This does not happen on the telephone and is a major headache for someone. Who wants to explain the problem multiple times to one company?

All three of these points add up to less time being spent by your employees on doing customer support jobs, while your customers get even better service – gaining you new followers on Twitter, Pinterest, Facebook and any other social media platform you use.

This is one of those rare win-win situations in business that you must take advantage of. If your competitors are doing this, and you’€™re not, they will serve your shared consumers better and your share of the market will shrink.

New Platforms That Help to Increase Your Reach on Social Media

It’s no secret that Facebook is more of a place to share content than create it. With limits on word count and customization, writing an article on Facebook is a hassle. Similarly, self-serve and hosted blog platforms like WordPress prove to be great for creating content, with varying degrees of customization, but attracting an audience or even installing the site often takes expert knowledge. In both scenarios, the content isn’t as much the issue as its distribution.

This conundrum is an ever-present scenario in the eyes of digital content creators. While there are tools and platforms in place to assist with content creation, most won’t help content creators find an audience nor facilitate meaningful relationships with end-users. Let’s take a look at the thriving platforms that are able to attract publishers and content creators whose works elicit emotions that inspire a reader base to share and promote their content.

Tumblr

In terms of social content platforms, Tumblr reigns supreme. It grew from under 170,000 unique monthly visitors in 2007 to over 38M by early 2012, according to D. Steven White. Yahoo!, who acquired the company in early 2013, claims that Tumblr’s rapidly growing mobile base is often unaccounted for, changing the figure of roughly 47.5M monthly visitors to well over 70M.

Why It Works: Tumblr succeeded by introducing its viral repost feature, which allowed users to share funny content on their blog or search through various blogs in a Facebook style newsfeed to curate content relevant to their interests.

How It Works: Tumblr’s best asset is as a complimentary blog to a brand or content marketer, showcasing content that is complimentary to a brand’s interests and inspiration. A great example is the White House, which joined Tumblr to reach a young audience by showcasing beautiful images of America and shedding light on how new policies impact the US.

Facebook Notes

There was a point where Facebook and Twitter sparked rumors of “Blogging is Dead.” These social media sites showed the world that personal micro-content is here to stay. However, blogging only became more popular as Facebook and Twitter evolved from platforms where users just hang out to platforms where users hang out and share interesting content they create. Content creators had to resort to other mediums to publish, but Facebook sought to change everything with Notes. Notes was clearly a feature implemented after being rebuffed by Yahoo in the acquisition of Tumblr, but Notes has been pushed mainly to obscurity by the new timeline redesign. Still, there is no news of Facebook giving up on the platform and the social giant has over 1.23 billion users.

Why It Works: Facebook Notes was a response to long form publishing platforms that were eating Facebook’s social share like Tumblr and Blogspot. It works simply by being on the world’s largest social platform.

How It Works: Facebook is still the world’s largest social platform and will be for the foreseeable future. Notes can be shared with friends or posted to a timeline, similar to status update, allowing anyone to join the discussion about the content.

PostHaven

Posthaven is another platform that grew out of the ashes of Posterous, the incredibly fast microblogging platform that was acquired by Twitter. PostHaven is young and growing rapidly, and not ashamed to say they will be around much longer than their predecessor. Simple site designs place a strong emphasis on engaging with the content over flashy advertising or news feeds. PostHaven requires users to pay $5 per month for continued usage, but guarantees that price won’t increase ever. The user fees provides a stable source of funding that helps the platform to provide new updates, new functionality and other improvements

Where It Works: The Posterous community, which was very large (over 30M) and included many tech enthusiasts should be in support of this platform as popularity rises.

How It Works: Too soon to tell, although adoption is growing.

Olanola

Another relative newcomer to the blogging world, Olanola mixes social, content customizability, and viewership. This new social content platform allows users to create their own custom websites and begin to immediately engage with a built-in audience through embedded tools and functionality. Olanola features a popularity algorithm that surfaces the most relevant content, based on what the reader is most likely to find interesting and engaging, their preferred verticals/interests, viewing history and content they create on the platform.

Where It Works: As a secondary platform for a brand or content marketer, Olanola allows users to RSS content into the platform to create a microsite or community that engages with their content on the platform.

How It Works: It’s too early to tell, but Olanola is featuring a Viral Blogging Contest to introduce users to the platform at http://www.olanolacontest.com. Create viral content for a chance to win a free iPad.

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