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Category: Business Consulting
Review 2024: A Chill Content Audit to Prepare for 2025
Conducting Your Very Own Chill Content Audit
Alright, the year’s almost up, and it’s time to give your social media a little TLC. Don’t worry—this isn’t about being perfect or creating a 30-page plan although I have been known to give 30 page plans. It’s more like a quick check to figure out what’s working, what’s not, and how to make next year your best one yet.
So, grab a coffee, wine, or heck, even a mimosa (this is judgment-free), and let’s do this!
Step 1: Revisit Your Goals (and Laugh at January You)
Remember back in January when you were all, “This is the year I’m going to crush social media”? Let’s check in on how that went.
- Were you aiming to grow your audience?
- Did you want to boost engagement?
- Or maybe you were trying to turn followers into clients?
Now be honest—did you stick to those goals, or did life smack you with a plot twist? It’s all good. This isn’t about guilt-tripping yourself; it’s about figuring out if your goals matched up with the bigger picture of your business.
Action Item: Write down your OG goals and then jot down where you actually ended up. If they’re miles apart, don’t sweat it—just adjust for next year. Let’s try to focus on things that light you up next year, so bonus points if you are excited about an upcoming goal!
Step 2: Troll Your Own Feed
Time to scroll back through your posts and see what worked this year. Think of it as low-key detective work, no magnifying glass needed, at least I hope not!
- Which posts got the most love—likes, comments, shares?
- What topics or themes made people DM you? Getting those DMs are super important!
- Did you have a surprise hit? Like, that one post you threw together in 2 minutes that went gangbusters?
- Now, the million-dollar question: Were those hits true to your signature style, or were they happy accidents?
Take note of it all so you can create more of what is proven to work next year!
🎯 Action Item: Make a “greatest hits” list of your top 5 posts. Figure out what made them pop, then brainstorm how you can remix that magic next year. (More cat memes? No, sorry that is not an option.)
Step 3: Give Your Signature Style a Face-Lift
Your signature style is the secret sauce, its your unique vibe, it is what makes your content stand out. But, uh… is your sauce still saucy?
- Visuals: Are your colors, fonts, and photos consistent, or are you serving up a hot mess?
- Voice: Does your tone sound like YOU, or is it giving off “corporate newsletter” vibes?
- Storytelling: Are you sharing relatable stories, personal wins, or behind-the-scenes moments?
- Personality: Is your unique, slightly quirky self shining through, or are you holding back?
If things are feeling a little all over the place, don’t stress. Think of this as your chance to level up.
🎯 Action Item: Pick one area to tighten up—whether it’s your visuals, tone, or storytelling—and commit to making it rock-solid by February. The deeper you go with your Signature Style the easier it is for your audience to recognize you!
Step 4: Find the Gaps (aka What Did You Skip?)
Even the best social media strategy has some holes. Let’s figure out what you missed this year.
- Were you posting consistently, or did your accounts collect cobwebs?
- Did you share a good mix of posts—value-driven tips, personal stories, entertainment and offers?
- Did you make it clear who you help and how?
Sometimes the magic is in what you didn’t post. Maybe you skipped over a milestone or forgot to promote your services. (Whoops!) We actually all do that, its not just you.
🎯 Action Item: Write down 3 things you didn’t do this year but wish you had. Then schedule them for next year. Yes, literally put them on your calendar.
Step 5: Celebrate Your Wins (Big or Small)
Alright, time for the feel-good part. Social media growth isn’t just about numbers—it’s also about how you showed up.
Ask yourself:
- Did you get more confident putting yourself out there?
- Did you connect with new clients or collaborations?
- Are you proud of how you represented your brand?
If the answer’s yes to any of these, pop some bubbly (or sparkling water). Wins are wins, no matter how small.
🎯 Action Item: Write down three things you’re proud of this year. And no, “I survived” doesn’t count—dream bigger. Now, go take yourself out for a nice lunch to celebrate, no kids no work… I mean it!
Step 6: Get Ready for Next Year
You’ve got the data, the insights, and hopefully a little clarity. Now it’s time to make a simple plan for next year.
- Do More of What Works: Double down on the content your audience already loves.
- Tweak Your Style: Keep refining your visuals and tone and make sure your personality is showing up as often as you are until it’s instantly recognizable.
- Experiment a Little: Test new formats, trends, or ideas that excite you—but don’t lose sight of your main message.
🎯 Action Item: Write down ONE thing you’re going to try next year that you’ve been scared to do. Social audio? A weekly live Q&A? Go for it—you’ve got this.
Final Thoughts: Keep It Real
Here’s the thing: social media isn’t about perfection. Perfection does not exist. It’s about showing up, learning, and growing. Whether you crushed your goals or feel like this year was a dumpster fire, you’ve got a fresh start ahead. And that ahead can start today!
So, what’s the one thing you want to do differently next year? Shout it from the rooftops so we all can hear and hold you accountable. Let’s make next year the year you absolutely own your social media game. Cheers to that!
Brand Alignment: New Year, (Re)New Brand
Brand Alignment: Conducting Brand Reviews to Ensure Brand Health
It is a commonplace for a brand to overlook the importance of alignment. Companies view a brand as something that is completed once and requires little or no maintenance. This tendency to overlook brand alignment is why we developed the New Year (Re)New Brand webinar. The webinar serves as a reminder of the importance of conducting a yearly review of your brand.
Completing a yearly brand review ensures that any adjustments and realignment necessary for your brand occurs. The practice of completing a regular brand review also creates awareness of shifts in the marketplace, your business, or your employees. It also allows your businesses to adjust to small changes before any significant issues arise. When a brand is no longer appropriately aligned, the impact can be dramatic.
The Impact of A Poorly Aligned Brand
What happens when your brand is no longer aligned with your story and values? One of the significant impacts of a brand being out of alignment is the loss of trust from your customers. This loss of confidence is most visible when customers no longer believe the claims that a brand is making. Additionally, customers don’t think the company is making good on its claims. Another significant impact of poor brand alignment is the perception that the brand is out of touch with the current marketplace or possibly even reality. These are generally symptoms of brands that are dramatically misaligned. The practice of conducting a yearly brand review will prevent poor brand alignment from ever occurring.
Yearly Brand Alignment Review
Conducting an annual brand review is an essential part of maintaining a healthy brand. This will ensure that youer brand remains appropriately aligned with your unique brand story and values. At JRH Graphics, we recommend utilizing the 9 Components of Brand Workbook as the starting point for your annual Brand Review. During this review, you should look at the changes you have made in the past year. Additionally, account for shifts in the market and eliminate any invalid differentiators.
A thorough brand review helps you feel confident that you are entering the new year on the right foot. Go into 2020 as a brand and business that is fully aligned and ready to make a difference.
Business Transparency: Real Conversations Series
Are You Ready to Dive Into Transparency Head First
Jonathan Howard of JRH Graphics and Melanie Richards of Increase Your Visibility Discuss Business Transparency
- Jonathan Howard
- JRH Graphics
- www.jrhgraphics.com
- jhoward@jrhgraphics.com
- facebook.com/jrhgraphics
- instagram.com/jonathanrhoward
- Melanie Richards
- Increase Your Visibility
- https://increaseyourvisibility.biz
- melanie@increaseyourvisibility.biz
- faceboook.com/IncreaseYourVisibilitywithMel/
- Illuminations Groups: bit.ly:/IamVisible
Business Transparency
In its purest sense, business transparency means apparent, unencumbered honesty. A transparent company is a company that is honest in its business practices. However, there is more to it than that. Open companies do not hold anything back from their employees, customers, and investors. No hidden agendas and the narrative is unified. Transparency requires all information required for collaboration, cooperation, and collective decision making is available. Transparency is essential to the success of any business in the correct marketplace and a major building block needed for trust to be established. Simple right? You all know what that definition means and how you can apply it to your business. That’s okay we aren’t sure about some of it either. It’s not surprising that many believe that transparency is nothing but an overused buzzword.
A Real Conversation
Business transparency is precisely the type of topic we love to cover on the “Real Conversations Series.” It’s a hot button subject and many people have strong opinions on topics like this. Hot button topics provide for exciting conversations. Jonathan of JRH Graphics and Melanie Richards of Increase Your Visibility sit down to have a real discussion about transparency. Nothing to sell, no agreed-upon discussion points, no script, and no roadmap. Just a real conversation that touches on a wide variety of subjects ranging from the role of vulnerability in transparency to the role respect plays in business. For new entrepreneurs we explore the importance of just showing up as well as allowing your true self to guide your way. And for established entreprenuers we look at what it means to be an expert adn the key steps needed to establish your expertise on social media.
This lively conversation was important and very fun to have with Melanie. We hope that it helps entrepreneurs understand a bit more about difficult topics such as transparency and how they may impact your business.
What Are Your Takeaways?
Jonathan and Mel provide you with their takeaways at the end of this video, but we want to know what you have as takeaway. What did you learn? What stuck with you? Has this video changed the way that you look at transparency as a whole. We would love to hear your comments in the comment section of the blog below or on social media! If you have questions that you want answered, please reach out and ask us.
Also, please share what would have made this video better or what expectations you had for the video that were not met. Our goal is to continue to provide you withthe best information available, with a practical spin.
Please note, this is the 2nd in the Real Conversations Series, if you would like to see the first one look for Authenticity Beyond The Buzzword!
9 Tips for Engaging The Holiday Audience
Tips for Engaging the Holiday Audience
Tips to Engage my holiday audience are different than my everyday strategies. Really? Overall, the concepts stay the same; you should just be operating at a slightly higher cadence. And maybe with a few extra jingle bells. Your audience during the Holidays is generally under a time crunch, more likely to be stressed, and focused on what value you can deliver.
What are some ways that you can reach your audience and help them save time? Ease their holiday stress? How can you show them higher value from the services you offer? From social media posts to services provided, I am reviewing 9 Tips that will help you engage your audience this holiday and keep them coming back into the new year. And Right up front here is your bonus tip, don’t forget to sprinkle everything with a bit of Holiday Cheer!
Plan Your Content and Create an Experience
One of the most important things you should do leading up to the holidays to engage your audience is to plan your content. Make sure that what you are posting on social media and your website matches what is happening IRL! Scheduling your posts in advance will allow you to tell a cohesive and engaging story online while still providing varied and “edutaining” content. Planning will enable you to highlight specific products and services deliberately. Your marketing and social media should lay the groundwork for the fantastic shopping experience that they can expect when they shop with you. When they enter your store or website, greet them with an experience that exceeds their expectations.
How Do You Exceed Expectations?
You exceed your customers’ expectations through planning. If you plan your marketing, social media, promotional calendar, and in-store events collaboratively, you can create more with less. It is also easier to get others to work collaboratively with you when you create a shopping “event.” Which only requires a theme, a sign, and people saying it is a shopping event. You can also exceed customers’ expectations by offering unexpected service standards. For example, at my last Barnes & Noble College Store, we would wrap presents for any customer that wanted them wrapped. We never included that on any marketing; we just asked if they wished to have their gifts wrapped. In the first year, we delighted a lot of customers by doing this. The next year we had customers telling us that they came to us instead of a competitor across town because we would wrap their presents for them. And the overall shopping experience was better too!
Engage the Holiday Audience by Keep All Marketing Simple, Clean and Cohesive
As a small to medium-size business, chances are you do your marketing. During the Holiday season, it is more important than ever to keep it simple. Don’t confuse your customers. Eliminate the need for the fine print. Utilize the same elements in your marketing across all marketing, promotion, and in-store assets so that your marketing is yours.
Simple and Clean
Pick a holiday color and theme and stick to it. Make all of your assets match using the same background and color you decide to apply for Holiday. A great way to create an impact for the holiday season is to change out all signage in the store to a Holiday sign with a festive base that is different from your standard signage. Changing the assets is a reasonably low-cost way to dramatically change the look and feel of your brick-and-mortar location as well as your website and social media. The signs should be a part of the story that you are telling with your product.
Resist the urge to over-sign and do not make signs hard to understand. If you want to run a Buy One Get One Free Promotion in a category, then that entire category should be included. If your employees need a document to decipher the sale, then you are going to have customers that are upset or don’t understand the restrictions. Clear, easy to understand, no explanation needed signs and policies are essential if you want happy customers this holiday.
Cohesive Assets
You want your customer’s to be able to recognize your content and marketing at first glance. In seconds you want them to know that what they are looking at is representative of your brand. During the holiday rush, this is even more important as people have less free time to look further. Remember, you have 8 seconds to hold a person’s attention, you don’t want to waste that 8 seconds on them identifying your brand. Pick a Holiday color and stick to it. Use your brand color as the secondary color in all holiday marketing. If a background can’t be scaled appropriately for use on multiple platforms or signs, don’t use it. Keeping these assets cohesive across your brand will facilitate the storytelling and selling process.
Engage by Making Shopping Easy
A great way to engage your customers this Holiday Season is to make shopping with you easy. Create stories with your products, both online and in-store by grouping like products together. You can also cross merchandise items to tell a story. You can identify the connection between products in a well-displayed product story without a sign. If a customer needs a sign to understand the story, then that grouping may be a stretch. Clusters give your customers options and put items in their hands, or online carts that they might not have expected. Creating groupings like Great Gifts for Dad, Gifts for the Traveler, Gifts for Shoe Lovers also create a starting point for customers to look at what you have to offer.
Holiday Gift Guides
Another great way to make shopping easy is to create a simple holiday gift guide that features some suggested items in different categories based on what you want to highlight. A single sheet of letter-size paper on the counter can do wonders for your customers. While they may not shop at that moment, many customers will take one and may return to get something on it. These serve as tools to get your customers thinking about you as a resource for them during the holidays.
Create A One-Stop Shop Experience
What are some things that people ask you for that you don’t have? During the holidays, not having batteries if products you are selling require them may cost you a sale. When I say create a one stop shop experience; I understand you can not be everything to everyone! You should make sure that people can walk out with everything they need for anything you sell. Also, have an option available for them to wrap gifts, and either cards or gift tags. You want to make it easy for your customers to purchase gifts from you, you don’t want to send them elsewhere to get giftwrap, cards or batteries because they may just go elsewhere for the gift as well.
Engage the Audience with Events But Don’t Interfere
Events provide you with opportunities to engage followers, drive new business, introduce a wider audience to your brand, and to fill the environment with Holiday cheer. These are all reasons to have a robust calendar of events during the holidays. When planning these events be sure to take into consideration the impact they may have on your location. Will the event cause you to block off a portion of the sales floor customers may want to shop? Will a VIP Night require you to close the store early? Generally, the benefits of the event outweigh the impact on the customer in these cases but during the Holiday Season the opposite is true.
Showcase A Charity or Socially Responsible Brand
As you can see from the statistic to the left, cause-based marketing and socially responsible products are popular among consumers. These types of products will drive consumers to your location. Showcasing a charity or one of these socially accountable brands also allows your customers to feel good about their holiday purchase as a portion of the sales is going towards a good cause. Remember to research the values and goals of the brands that you bring in. Make sure that their stance aligns with your brand and beliefs, and you are publically aligning yourself with them.
Know Who You Are Aligning With
The public alignment between yourself and the cause-based brand or charity can yield many benefits. However, if the brand or charity you choose has values that do not align with your audience, you may have a small public relations situation on your hands. So do your due diligence, work with brands that have a proven track record, and be able to discuss the charity or brand you are working with in-depth based on facts.
Engage Your Audience by Adding Local Flair
Work with local vendors to showcase some unique items that will add a special touch to your holiday assortment. These individual items and local vendors will add another dimension to your product selection. It provides your audience with an unexpected option that will delight them. It helps you drive your business and gives local and small businesses more exposure.
Adding local vendors also opens up the opportunity to engage another segment of an audience. Small and local businesses have loyal followers that are willing to shop at establishments that support the local economy. Allowing these businesses to market select items as part of your holiday collection helps you engage a new audience that may not have shopped with you. The goodwill that is created by doing this also extends past the holiday season. Continue collaborating with vendors throughout the year, and you will see an increase in traffic and support from many other local businesses.
Celebrate the Season
This one seems obvious, but it is my experience that many times, businesses forget about this. Plan events, promotions, and train your staff to highlight the meaning of the season. Be authentic in your celebration of the Holiday. Include stories of hope and goodwill in the stories you tell as part of your holiday celebration. Bring your community together with special holiday events like tree lightings, caroler, and a reading of Twas The Night Before Christmas. Surprise your audience with a free beverage while they shop, or some warm hot chocolate during the first snow of the Holiday. Remember the spirit of Christmas in every interaction and see how you can use it to make each member of your audience smile.
Don’t Forget Other Key Holidays
Don’t forget the other holidays celebrated by your audience. Add Hanukkah, Kwanzaa, Boxing Day, and others to your calendar and make sure to recognize them when they happen. In some areas, you may wish to bring in select merchandise for these holidays, as well. Also, make sure you use the term “Happy Holidays” when greeting your customers to be inclusive.
Thank Your Customers
Thank your customers for shopping with you. Thinking of you. Thank them for being loyal customers, and for choosing you to help them celebrate the Holidays. Another one that seems like a no-brainer, but many businesses do not do this enough. A great way to engage your audience is to thank them for being your audience. You should thank them for being loyal followers on social media, thank them for shopping with you when they make a purchase, thank them for stopping in when they come and browse your store or website. A customer that feels appreciated is more likely to purchase.
Thank Your Customers Advanced Move
Want to go one step further in thanking your customers? Run a Thank You drive! Create cards that say thank you, and have a spot for a customer’s name and a place to thank them for something, write one out for each customer with something unique on it. Create a location in-store where they can take a photo with their card and encourage them to post it on social media. Dedicate a few feed posts and maybe a lot of story posts to the customers that you thank during the Holiday. Imagine the goodwill this creates.
The 9 Holiday Engagement Strategies
These 9 Strategies are based on Jonathan’s 18 years of retail experience. He has seen success with these strategies used together or individually. They will help you engage the holiday audience this season. Depending on the type of business and your location these may be used at varying levels, however, we believe that the concepts are universal. Experiment with a few and build on your successes. We would also love to hear about how you engage your holiday audience and what has worked for you.
Customer Service: The Foundation of Business Success
Customer Service is So Out of Your Lane, Why Are You Talking About It?
I am sure you are all thinking right now, why is this guy talking about customer service? Why not write about branding or social media or stories? Stick to what you are good at, right?
So to those questions, I have three answers:
- If you think that social media and branding have absolutely nothing to do with customer service, you are sadly very much mistaken.
- If you think that client relations is not customer service, you are in for a rude awakening.
- I am good at customer service. I am freaking amazing at customer service. It is one of my strengths, and it is very much in my lane.
So, Let’s Talk Customer Service?
I am talking about customer service because without customers (or clients) your business will close. If you aren’t marketing with customers in mind, your business will fail. Not treating your customers like family, the family that you like, then you are going to have a significant issue on your hands. Remember, the marketplace is more crowded than ever. Customers have more choices than ever before, and if you are not treating them like they matter, they will be gone. No matter how large or small your business, you need to be adding value. You need to surprise and delight your customers every single chance you get. From the first time, they contact you on social media, right to the 750th cup of coffee they buy from you. Every experience needs to give them a reason to come back.
The Customer Journey
Is it the first time you are coming in contact with the customer? What stage of the customer journey are thin? What have they heard about your business? From reviews to social media, to experts and peers impressions of your brand. A customer may have heard of your business name 30 times and gotten 15 good stories and 15 negative ones before they even contact you. As a business, you never know. Every single time I see an oversimplified version of the customer journey, I want to scream. Don’t get me wrong; the stages are valid. Their thoughts and experiences at specific stages in the buying process are essential to know so you can deliver the right message, content, and so that you understand the process. My problem is, no customer journey looks like this:
If the customer journey were that simple, all businesses would be able to control the variables, eliminate the guesswork, and get customers from awareness to retention in 5.2 seconds flat. Seriously, these customer journey charts make it look like a walk in the park. But in the real world, the customer journey is littered with land mines, lobbed grenades, and all other sorts of marketing shrapnel. Because realistically the customer journey could look like this.
Why Does It Matter
The second diagram is more representative of the modern-day customer journey. Not as easy to map, not as easy to react to and about 100 opportunities for customer service to impact whether or not they decide to buy. If you look at the journey in the way that is represented in the second diagram, you realize how important it is for everyone in your organization to be on the same page. From customer service to social media, to call centers. If one hand isn’t telling the other one what it is doing, you are destined to have customer service issues that will cost you sales.
If the overall customer experience is not a positive one, they are less likely to begin doing business with you. People like to feel good, make them feel good every step of the way.
Customer Service and Profit
Do you believe that this statement is true? To be profitable, you must compromise on the service you provide.
Many companies operate in this manner, compromise the customer experience to save some money. Not everyone believes that the customer is
always right. Many companies don’t see the value in making sure that the customer is delighted. This is a detrimental flaw in their culture and will lead to their demise. An American Express survey found that 78% of consumers have backed out of a transaction or failed to make an intended purchase because of sub-par customer service. Customers have options; if they are not satisfied with you they will move on
Show Your Customers You Care By Adding Value
Companies that value the overall customer experience are those that are successful. The only sure-fire strategy to maintain your market share is to build your policies and procedures with your customers’ interests at heart. Provide value to every customer. It doesn’t matter if they stop on your social media page, enter your store, or visit your website. Everyone should leave feeling like their experience with your company added value to their day. Be proactive, anticipate problems, provide solutions, and meet them where they are. It is your customer’s world, and you are just living in it.
More to the Foundation
Yes, what I have already mentioned represents a strong argument for making customer service the most critical thing in your business, but I have more for you. There are integral parts of this foundation like customer service is representative of the culture in your industry. Issues caused by poor service may be a symptom of more significant problems in your organization. Or the fact that lousy service leads to bad reputations which lead to customers choosing other businesses to meet their needs. Failure to keep the customer service foundation stable will lead to significant issues within the organization.
Bad Service Is What People Remember
Customers will remember and talk about the negative customer service experiences much more than the positive ones. Every negative customer service experience can potentially lose you as many as ten customers. Every negative experience can hurt your reputation, and a lousy reputation can destroy your business. You need to get it right every time to avoid a damaged reputation. Training your employees and hiring people who believe that the customer experience is the most important task at hand will help make this part of your culture. Anticipating issues and proactively solving them as well as educating and informing your customer base can go a long way in preventing negative customer interactions.
Excellent Service Strengthens Your Brand
Hey, look who is back in his lane! How you treat your customers is directly related to your brand. Poor service and a customer may choose another brand over you. Conversely, if you are well known for delivering a fantastic customer experience throughout a customer’s journey that may be what causes people to choose you over your competition. When everything else is equal, customers and clients are much more likely to choose a business that delivers a great experience.
How You Do One Thing, Is How You Do Everything
Sloppy? Poor communication? When somebody sees the way you do something, they assume you do everything in that manner. Therefore, allowing for poor customer service in your business tells customers that you may not have the highest standards. It leads them to assume that maybe your products aren’t the best, or perhaps the food you serve in the cafe is not prepared under the proper conditions. Sure, one negative situation, maybe a crisis averted, but that same crisis will arise again if you do not address the root of the issue.
Customer Service Issues Can Signal A Larger Problem in the Organization
Many times customer service issues arise as a symptom of other problems in an organization. I still believe that people are inherently good, and when given the tools necessary, and under proper conditions, they want to make other people happy. Poor service many times is a sign of inadequate training and poor communication in a business. Other times it is a result of employees not being empowered to make decisions. Or a management team that is reluctant to participate in the daily operations of a business.
Make Informed Decisions By Talking To Your Team
If things have been going great, and then suddenly you see a rise in complaints look at the changes in your organization. What roles are different? Were associates not trained on specific procedures? Are there open lines of communication? Or are people unaware of policy changes? Engage your staff and ask for input. Listen to what they have to say. Many times employees will tell you what they perceive to be the problem, and they may be 100% right. Even if your employees don’t see the issue in the same way, they will appreciate being consulted. No matter what, don’t just ignore the problems.
When Service is Great Things Are Just Better
When you treat your customers like family, they will return the favor. You will be less likely to have angry customer issues, complaints about the operations of your business, and fewer lawsuits. Because when you treat your customers right, you are opening the lines of communication and allowing for the flow of ideas. Your clients and customers are much more likely to approach you to discuss issues rather than resorting to other alternatives. Treat your customers poorly, and you can almost be sure that you’ll run into problems at one point or another. They don’t have a connection with you, they don’t know your story, and they don’t care if you succeed or fail.
Delighted Customers Leads to Advocacy, and Social Proof Money Can’t Buy
When you provide a delightful customer experience, from start to finish, Across all avenues for every customer, client, and audience members. You will begin to see people pinballing through the customer journey into the advocacy phase. With some people arrive at the advocacy stage quicker than others. It may take more time to earn the trust of other customers. But continue to deliver the same positive experience, and they will reach the advocacy phase as well.
What is magical about the advocacy phase is your clients and customers are doing some of the marketing for you. In our blog and webinar on social proof, we highlighted the power of a brand advocate. Someone who writes reviews or recommends your business to peers is proof that you are practicing what you preach and delivering value to your clients. It is a big win for your business so keep up the excellent work. And don’t forget, to keep the trend of positive proof going by using the great reviews and testimonials in your marketing.
Keeping Customers Is Cheaper than Attracting New Ones
Remember those profits you were protecting by settling for mediocre service; you can say goodbye to those right about now! Another reason customer service needs to be the foundation of your business is that keeping a customer is cheaper than attracting a new one. Once a customer purchases with you, they are more likely to continue to use your services if you continue to meet their needs. Keep in mind that those needs include being treated with respect and continuing to see value in the relationship.
Attracting new clients requires a business to attract leads. Engage those leads and provide them more value than the competition. Hopefully, a high percentage of those leads are converted to replace the customers you lost due to poor customer service experiences. And if the cause of the negative experiences is unresolved, you will continue to lose customers you acquire. Keep your clients when you delight them with a fantastic customer experience. Then build your business when you receive new clients not just maintain the status quo.
Customer-Centric Businesses FTW
When your business is customer-centric, it will make sure that the experience every customer has is a positive one. Your people will go above and beyond to deliver the service that your clients expect. You will anticipate and resolve potential problems making the lives of your customers better. And you will see growth as you retain clients, move customers into the advocacy phase and continue to add value. The only path to business success is having a customer-centric business, and doing all that you can to make every decision with the customer experience in mind.
Authenticity: Beyond the Buzzword
Authenticity: Beyond The Buzzword
What does it mean to be authentic? What does authenticity really mean? This week, I talked with Lea Berry for the weekly video and we took a deep dive on the topic of authenticity. We went past the inauthentic hashtag and beyond the buzzword. In Authenticity: Beyond the Buzzword Lea and Jonathan explore authenticity and highlight the benefits of living an authentic life and running a truly authentic business. There is no quick formula for authenticity. Just like there is not a 1+1 formula for storytelling. The essence of being real is knowing what you care about and doing your best to be true to your values.
Authenticity: The Modern Day Definition
The modern-day definition of Authenticity reads like a formula. A business is authentic if they are genuine, true, and real. What does that even mean? The definition lacks a great deal of information. What makes a business authentic? In my opinion, in order for a business to be authentic, they need to do things according their belief system. Decisions should align with why they started the business in the first place. A business has to be true to the “why” that they have told followers in their brand story. An authentic brand makes decisions based on what they believe and know to be true to them. One business can make a decision based on their core values and beliefs and another business can make the opposite decision yet both businesses could be considered authentic.JTNDaWZyYW1lJTIwd2lkdGglM0QlMjI1NjAlMjIlMjBoZWlnaHQlM0QlMjIzMTUlMjIlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRnd3dy55b3V0dWJlLmNvbSUyRmVtYmVkJTJGajQybV9oSW9yQWMlMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlMjBhbGxvdyUzRCUyMmFjY2VsZXJvbWV0ZXIlM0IlMjBhdXRvcGxheSUzQiUyMGVuY3J5cHRlZC1tZWRpYSUzQiUyMGd5cm9zY29wZSUzQiUyMHBpY3R1cmUtaW4tcGljdHVyZSUyMiUyMGFsbG93ZnVsbHNjcmVlbiUzRSUzQyUyRmlmcmFtZSUzRQ==
Authenticity on Social Media: It’s Time to Walk the Walk
Azita Ardakani the founder of Lovesocial hit the issue on the head in my opinion when she included authenticity as a top marketing trend. She said, “Nobody wants to hear the words authenticity or innovative ever again. However, saying the words and walking the walk are wildly different. Businesses that don’t have internal alignment on why they exist or what problems they are solving will continue to fail”
It is time for businesses to show what they believe in not just talk about it
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Branding Workbook: 9 Brand Components
Creating Your Brand Is Not Easy
Are you in the process of brand building? It is overwhelming, isn’t it? There are so many things that you want to say. So many services that you offer and they are all to solve problems that are loosely related. Or you are offering an alternative to the status quo. It doesn’t matter it feels like it is going to be impossible to get all of this into 10-15 words that speak clearly about your brand! It is not impossible, many have done it and you can as well. We created the “9 Components of Brand: Branding Workbook” to help you get organized and break you “brand” into pieces that you can manage and help you work up to the big picture.
For more information on Brand, click here
What Exactly Is Brand
Remember that a BRAND is not your logo. It is not your identity and your BRAND is not something that can be sold. Brand is moments, memories, sights, sounds, tastes and smells. It is a gut feeling that a person has about your business. A BRAND is emotional because humans are emotional and they make decisions based on feelings. Therefore, your brand is not what you say it is… it is what your audience feels it is. You have to make your audience feel something. What are you going to make them feel?
For more information on Brand Storytelling, click here
Getting the Most Out of the Branding Workbook
In order to get the most out of the Branding Workbook, you should set aside time to work on each of the activities, time that you can focus on just the topic at hand. Be completely honest with your answers. Make sure that you are realistic with your strengths and weaknesses so that you aren’t building your brand on false pretenses. As you proceed through each component in the workbook, take a look back at the previous components and see if they align with one another. If they don’t think about why that is the case and how you may reconcile those differences as you continue to develop your brand and brand story.
Most importantly, be open and honest with yourself about why you decided to do what you do and why it matters to your audience. Your “why” is the foundation for all the other components, if you aren’t honest with this then your brand will forever fail to be authentic. Branding is an iterative process, you won’t complete this workbook and have the perfect brand statement immediately, but you will get there. What you will have is a better understanding of all the components you should take into consideration when working on branding your business.
What Are the 9 Components?
- You
- Your Competition
- Your Differentiators
- The Audience
- Your Business Personality
- Your Story
- How you React In Crisis Situations
- Your Vision (Goals, Plans and How You Communicate them)
- Perceived Authenticity
You Are the Number One Component
The first component of your brand is you. It is your business, after all, so it makes sense that you are the number one component of your brand. Component one is where you are going to look at your passions, your values, the things you want your business to be known for, and most importantly, you examine your “why.” Take your time with this section; honestly think about your answers to the questions.
Don’t stretch the truth; don’t overstate the facts, and think about how your answers will be received by the audience. You are building all the other components of Brand off of this foundation, make sure it is stable. If you nail this component, you are well on your way to creating a viable brand. Your chances of being seen as authentic by an audience are not good if you lie, stretch the truth or “fudge it.” Be honest, real, and emotional in your answers.
The Next Component Involves Examining Your Competition
Presumably, you are entering the marketplace with a product or service that was not available before, or you have an improvement to an already existing item. To know this, you examined the marketplace and what other vendors and businesses had available. What were the voids in the market before your product? How does your product fill those voids? How does your product/service change the lives of users? This is a basic before and after arc in a brand or product story, and the only way to tell it is to examine your competition. Honestly and objectively look at how you compare. They will naturally do some things better than you, and you will do other things better than they do.
Component Number 3 is Defining The Differentiators
You have determined what you do well, you have looked at and compared what others in the market do well, and you know how you, your business, and your products compare, So now, what are some of the critical aspects of your business that makes you different. At the core level, not superficial things but a differentiator that will make someone choose you over your competition.
Differentiators should be marketable things AND something that your customers/clients will value? Remember you can’t be everything to everybody, so if your differentiators narrow your audience down a bit but open the opportunity to have more engaged followers who share your values and believe in your business, then that trade-off is undoubtedly worth it.
Without Component 4 Your Brand Does Not Exist
Your audience holds a great deal of power in this process and it is imperative that you examine the likes, dislikes, habits, and expectations of your ideal clients and make sure that your brand is offering them what they are looking for. Your audience is your potential customer base and they are the reason you are in business. Without your audience, you have no customers. No customers mean no business. Oh, and if you don’t have an audience then you don’t have a brand, remember your brand is based on the emotional response to your business. So take the time here to do some research and develop a few personas that accurately represent your customer.
What Emotion Directly Proceeds the Purchase
You felt overwhelmed, so you bought a planner to help you keep organized. You felt old, so you bought a bright red sports car. You felt betrayed by corporate America, so you get your coffee at the local coffee house. An emotion directly proceeded these decisions to purchase and emotions are powerful motivators. Marketers know this and that’s why they capitalize on them to sell products, yes even the local coffee house does, and it’s not betrayal it is a smart business strategy. So what emotion are your customers feeling right before they come in to make a purchase with you? Pinpoint that, and your business changes. Emotions are universal, sell the emotion everybody will get it.
Your Business Personality
Businesses have personalities just like the people who run them. After all, you would not expect Oprah and Gary Vaynerchuk to run a business the same way. Oprah’s company has a different character, then Gary V’s who curses all the time provides blunt, real advice, and he most certainly will not be wearing a gown to a gala anytime soon. The idea here is if you are representing the company, the personality of the company should match your personality.
If you are the chief behind the scenes guy, then the personality should match your chief front of house officer. Neither is right or wrong, but it may feel incongruous and impact the perceived authenticity if the eccentric scientist at the head of your company was forced to waddle out on stage for company presentations in a tuxedo he only wore for those occasions, and shoes he always fell in. Let the man wear his Birkenstocks and lab coat for goodness sake.
Your Brand In A Crisis
We don’t like to think about things like a crisis, but you are better off preparing for a disaster that will never happen then assuming it will never happen and having to scramble to make difficult decisions in unfriendly conditions. Have plans in place, communicate plans clearly, and if the worst happens, you activate those plans. The essential thing to keep in mind here is how you will respond to the crisis without undermining your values. In a crisis, you must make decisions based on your company values do not abandon them for the business as you are merely prolonging the demise. A business shaken by a crisis can recover, a business that leaves its values to save face is doomed to fail.
Component Number 7: Your Vision
The goals and plans for the company and how those are communicated to employees (if one of your goals is to grow).
A vision statement is a form of internal branding that reflects the values of the company and plan for where the company wants to be in the future. Every member of your business should be able to identify with the vision statement .it should make them all feel like they are a part of something bigger than themselves. Think big and stretch the concept of your business with your vision statement. Your own little business may surprise you and show what it is really capable of.
Bringing It All Together With Your Story
Component 8 is where we start to pull it all together. You are looking to engage your followers with an authentic story that answers important questions like the following:
- What do you do?
- Why do you do it?
- What problems do you solve?
- Who is your ideal customer?
- Who else do you serve?
- How are you different from your competitors?
- What does the company believe in?
- Why should the audience care?
Man, that is a mouthful… and I even forgot something, you need to be able to boil your story down to 10-12 words at times! As you begin the process of building out your story you may feel a need to go back to a previous component and revise it because it does not quite ring true to you. That is okay, it is why we call it a workbook. You are working to develop your brand and you should do everything possible to make sure it feels right for you. If it doesn’t feel right for you it won’t feel right for others. Go back tweak it, make it feel good. Be honest, and be real. Include your struggles and don’t forget your journey.
Once you have your brand story you can use it to create your key messages, brand talking points, and other marketing materials, Brand story first so that your brand identity is reflective of the values and story.
What is Number 9?
That last component of a brand is an essential one, and that is authenticity. You have not arrived at your finalized brand, brand story, and visual components to support it until you can say, “yes, I feel good about all of that and I have no problems defending that statement for as long as this company is in existence.”
Ask yourself if you are being real. If you can answer a truthful yes to all these questions you might be ready to go.
- Does your brand story sound like something a human would say?
- I can not identify a single place I embellished the story, used hyperbole, or misrepresented my experiences.
- I made sure the emotions portrayed are real and will connect with others.
- I talk about the struggles and hard times for myself and the company.
- I let my passion show?
- I highlight the unique qualities of the company in a way that will appeal to our audience.
You know your business better than anyone else. You know what is true and what is a lie and so will your audience. Branding is a long term strategy when it is layered together with storytelling, and engaging your followers regularly on social media it helps you build an audience that likes, knows, and trusts you. An audience that will call you first when they need your services, or know somebody who does. Don’t rush it. Sit with it for a couple days, allow it simmer in your brain and if it feels good in a couple days then try it out on somebody. Edit based on the input you recieve, let it sit, repeat.
Download Your Copy of the 9 Components of Brand: Your Branding Workbook Today
This workbook is created as a tool to help you focus on your brand and what items should be taken into consideration when brand building. We believe in the power of stories, We recommend you develop your story first and then focus on the brand.