Posts Tagged ‘Atlanta Public relations’

social media marketing atlantaWhen it comes to Twitter, the learning curve can prove quite steep with its language:  hashtags, @ mentions, RTs, and #phrasesthatlooklikethis. In this day and age where professionals and businesses are using social media to market their business and engage with clients, how can they navigate Twitter to better market themselves? There are many differences among Twitter and other social media outlets, and with many clients interested in creating a strong Twitter brand, McCauley Marketing Services offers the following tips to optimize your tweets.

One of the biggest components of Twitter is the hashtag. Designated by the pound symbol (#), a hashtag is a word or phrase with no spaces included to assign a category to your tweet. Hashtags allow your tweet to show up in searches or in aggregators, such as Google, that track trending topics. Clicking on the hashtag allows others to see tweets marked with that same keyword. By including hashtags in your tweets, not only can you engage with others who are talking about similar topics, but others can find your content as well.

So what is the point of a hashtag? The idea of Twitter is to reach prospects and spread your message.  Each tweet only allows 140 characters, so it’s important to make each one count. When a user clicks on a hashtag link, it goes to a streaming page of that topic.  Recently, Twitter introduced the “Discover” section that filters trending topics relevant to your localization and interests based on where and what you tweet about. Filling a tweet with random or overly generic hashtags can be ineffective because they are used so frequently that your communication might get lost with the thousands of other tweets on the subject. Hashtags can be effective when they’re tailored to your audience or originally created by you. The easiest way to find relevant or unique hashtags is to explore Twitter’s discover page; additionally, there are also sites specific to find popular trends and tags such as hashtags.org, Twubs, wefollow, and Twitterfall. As Twitter users view and follow your business, they may share or interact with you through hashtags in your category.

Now that we’ve hashed out the hashtag tool, here are a few more tips to becoming an effective tweeter:

  • RT, RT, RT: Retweet when content is relevant. The tweeter will be happy that you’re spreading their message and your followers will be exposed to new content.
  • Share new content: Write tweets with direct links to share blogs, resources, or websites to your followers. Companies can post from multiple platforms and track leads who visit their sites as a result.
  • Follow Back: Follow leaders in the industry or interesting individuals who post new content. Engage in conversations and stay up-to-date with companies and people. Your followers will be interested in who you follow.
  • Don’t over-tweet: Don’t flood followers’ streams by tweeting too frequently. By staggering tweets over the day, you can reach different audiences since everyone uses Twitter at different times of the day. Information will also remain fairly new and exciting to fellow followers.
  • Shorten links:  Instead of posting a lengthy URL, Hootsuite and Tweetdeck provide ow.ly and bit.ly where you can convert long URL links into a shortened version that easily fits into a tweet and still links to the original page.
  • For more information about Twitter and other social media marketing that McCauley Marketing Services provides, please contact us. Also, connect with us on Facebook, Twitter, Pinterest, and Google+ for the latest tips and information.

Atlanta marketing company portfolioAre you ready to take your business to the next level? A thoughtful marketing plan and public relations’ strategy can help your company with that extra oomph you may be missing. At McCauley Marketing Services we offer over a decade of experience and an extensive menu of services to help you successfully achieve your business goals.

Whether you are looking to expand your social media presence, need an updated logo, or are interested in developing a website, we are here for you.  If you would like to improve your marketing, public relations, and advertising strategy, we recommend viewing our portfolio to see a preview of our work.

Our online portfolio highlights advertisements, logos, corporate ID pieces, websites, flyers, brochures, newsletters, press releases and more that we’ve created for a range of clients from medical professionals to industrial corporations.

Logos and corporate ID need to accurately depict your brand and business identity.  Advertisements must ultimately help increase company revenue. At McCauley Services we use our combination of creative and technical talent to provide you with quality materials and thoughtful strategic planning.

When people are searching for a service or product, the first place they often look is online. A business website should be strategically planned, informative, and functional, as well as aesthetically pleasing to the consumer.  Our web developers and copywriters combine branding efforts including SEO and original web content that reflects your company’s personality to provide you with a website that delivers a favorable web presence.

No matter what the scope of your needs, we will work with you to meet your individual business goals. If you would like to find out more about our services and how we can help market your business, please contact us today. Be sure to connect with us on Facebook, Twitter, Pinterest, and Google + for the latest marketing tips and news.

In a speech given in South Africa in 1890, Mahatma Gandhi said, “A customer is the most important visitor on our premises. He is not dependent upon us. We are dependent on him. He is not an interruption on work. He is the purpose of it. He is not an outsider to our business; he is a part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do it.” Gandhi knew the key to good customer relationship management, but somehow his profound words seem to have faded over the past 122 years.

As a full service marketing and public relations firm, McCauley Marketing Services strives to help our clients maintain lasting relationships with customers and patients while reaching new audiences. An internal marketing strategy is important to any business because like Gandhi stated, the customer is doing the business a “favor” by giving the business the opportunity to serve them. However, it seems as if more and more businesses care less about maintaining relationships.

In fact, in dealings outside of the office, some of the team members of McCauley Services have come to the realization that one of the only ways to have an issue resolved by a company’s customer service department in a timely manner is by reaching them on social media. Sitting on hold for 30 minutes just to reach a voicemail so that someone will call you back within 24 hours (most likely when you’re at work) or sending an email request in order to receive an automatic response explaining that your matter will be responded to in 24-48 hours (with no reference to when the issue will be fixed) sometimes just isn’t enough when a service you pay for isn’t working properly. In our experience, businesses often respond to social media requests within hours, usually fixing the problem completely within a 24 hour time frame.

While the power of social media is astonishing, should businesses not be responding to private phone and email complaints just as quickly as they do public complaints? Why is it that a customer who protects the business from unnecessary negative publicity by going straight to the source without posting a negative comment on Facebook or tweeting a complaint gets a slower response than those who do? By doing some research on various businesses on Twitter and seeing long lists of complaints and replies, it is obvious we are not the only people who have figured this out. It seems like it would take the same amount of time and energy for a company to respond to calls and emails about problems as quickly as they do social media requests, which would improve the company’s customer relationship management as well as their social media presence.

Be it social media or review sites like Google, Yelp, Yahoo, etc. negative online reviews are unavoidable even with the best internal marketing strategies—you can’t make everyone happy. It is still important to strive to keep customers happy by serving them well and in a timely manner to minimize negative reviews, but if you can’t avoid it, be sure to respond to them. Don’t ignore them, and try to make amends. Never assume your business is more powerful than the consumer, but don’t let the consumer overrun the company.

The members of McCauley Marketing Services have high customer service standards and attempt to reflect these standards in our company as well as to our clients’ companies. Visit our website to learn more about our marketing and public relations services, and contact us if you’re looking to revise your internal marketing strategy. For more examples of the power of social media and other marketing news, connect with us on Facebook, Twitter, Google+, and Pinterest.

Last week’s blog discussed physicians and professionals misusing social media. An article recently written by Ryan Homles, CEO of HootSuite (a social media management tool), reminds us of a prime example of social media misuse. In February last year, a social media specialist for the American Red Cross intended to send a personal tweet via her personal profile using HootSuite when she inadvertently sent it to the Red Cross’ 286,000 followers. The tweet stated:

“Ryan found two more 4 bottle packs of Dogfish Head’s Midas Touch beer… when we drink we do it right #gettingslizzerd”

Wendy Harman, the American Red Cross’ Social Media Director, was quickly alerted and knew she had to react to what could be a public relations disaster. Her first response was deleting the tweet. She hurried to collaborate with her coworkers and determine a plan of action which included a follow-up tweet and blog post explaining the situation in a humorous manner. Their response on Twitter declared:

“We’ve deleted the rogue tweet but rest assured the Red Cross is sober and we’ve confiscated the keys.”

In making light of the situation, the American Red Cross received positive attention. Not only did the hashtag #gettingslizzerd showed up as a trending tweet the following day, but Dogfish Head Brewery requested people to donate to the Red Cross. Although they couldn’t determine how many donations were made due to the attention on Twitter, they did receive more donations than average during this time. They even received a donation from HootSuite.

While it is important to put company social media policies into place to avoid negative attention, not all mistakes are avoidable. In fact, as we discussed in our blog on what happens when social media marketing flops, even posts you intentionally make can work to your disadvantage. Once a mistake is made, responding effectively is most important for reputation management. The Red Cross went beyond sending a tweet to admit their mistake:  they even wrote a blog post to further explain and warned against giving blood and drinking alcohol. Additionally they were very appreciative of their online communities’ positive response understanding that their followers could have easily reacted poorly.

As a full service marketing and public relations company, McCauley Marketing Services understands the importance of keeping a defined line between personal and professional social media profiles to avoid similar situations and protect our clients’ brands. Recognizing the importance of customer relationship management, we also know how to effectively respond when crisis occurs. Keep reading our blog to stay up-to-date on marketing news, and if you haven’t already, connect with us on Facebook, Twitter, and Google+.

mccauley servicesIt’s every business owner’s worst nightmare—the negative online review. Impossible to control, people feel like they can say whatever they want behind the anonymity of the internet. Sites like Google, Yelp, and Kudzu allow consumers to rate and review everything from restaurants to plastic surgeons so other patrons can know what to expect. While these sites offer people a place to really sing your praises, they also give unhappy customers a venue for retaliation.

When you inevitably meet the day that you receive an angry review online, here are a few things to remember:

Don’t ignore it. It won’t disappear. You may think that negative reviews online don’t really affect your business, but the internet is becoming the new word of mouth. If your friends urge you to stay away from a restaurant because the waiters are jerks, you’re more likely to try a different place. By ignoring online reviews, you’re letting unhappy customers dictate what hundreds or even thousands of potential customers see as an online representation of your business meaning it’s equally important to respond in a timely manner. Furthermore, it’s meaningful to customers who write negative reviews for someone to reach out and let them know their voice has been heard. Replying to a negative review will not only redeem your company’s online reputation, but might even help you gain back a disgruntled client.

There are rare occasions you may want to ignore certain reviews like when you come across one from five years ago. It’s better to ignore that than open up an old can of worms. Seek professional help from an experienced reputation management company to get more information on when NOT to respond.

Never respond negatively.  Kill ‘em with kindness, but don’t be a pushover, either. While it’s easy to get caught up in the emotion of bad reviews, the internet is never a place to argue. Online etiquette is easily muddled when typed instead of said in person. Don’t blame the person or try to defend yourself in a belligerent way. Instead, phrase things in a reconciliatory tone that doesn’t reflect poorly on your business. If they get the facts wrong, correct them! If they’re complaining about the worst haircut ever and you’re a dermatologist—say so! If reviewers are making detrimental claims that can be refuted with evidence, we encourage you to link to that evidence in your response so researchers will have confirmation of your claims. For example, if someone is claiming you’ve been sanctioned by the Better Business Bureau, and your slate is clean, link to your BBB profile for validation. Additionally, giving them business contact information in your response is beneficial as it can help keep them from retaliating via online reviews that are visible to everyone.

Apologize for the bad experience, and make amends. Most often bad online reviews are about bad customer service. People write when their service expectations just weren’t met. Just because one customer had a bad experience, doesn’t mean your company is bad at customer service all the time, though. Without admitting fault, say you’re sorry that the client’s service expectations weren’t met and ask for an opportunity to earn back their business. Whether it’s a gift certificate or a replacement product, a repeat customer is worth the small cost of making sure their testimonial is a positive one.

If it’s serious, get assistance. While most people are genuinely disgruntled, there are some online reviewers who are just mad at the world. If negative online reviews turn into harassment, don’t hesitate to seek help. As a customer relationship management firm, we know that laws regarding evidence on the internet are still being firmed up, and it’s always smarter to cover your bases.

Maintaining your online reputation is more than keeping your website up to date and staying active on social media. Responding openly when you get a negative online review shows that your clients and their positive experiences are your top priorities. For more online marketing tips and the latest in internet news, follow us on Facebook and Twitter.


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All data provided on mccauleyservices.com and mccauleyadvertising.com is for educational purposes only and should not be misconstrued as business advice. McCauley Marketing Services makes no representations as to accuracy, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. Market research and marketing plans and only be compiled with a thorough business analysis and careful observation of each business. It is highly recommended that you seek the professional guidance of an advertising professional before implementing any of the described avenues.