Thursday, October 31, 2013

Increase Your Website Credibility in the Age of Content Marketing

Increase Your Website Credibility in the Age of Content Marketing

Link to Small Business Trends

Increase Your Website Credibility in the Age of Content Marketing

Posted: 30 Oct 2013 04:00 PM PDT

your website credibility

As content marketing increasingly becomes the standard avenue for building trust and gaining credibility with customers, your website is going to have to keep up with the trend. Heavy-handed and 'salesy' strategies that may have worked a few years ago in order to get email opt-ins or conversions just aren't going to cut it anymore.

Consumers are looking for someone they can trust – period. And trust isn't something you can fake.

So for business owners and marketers looking to succeed in this age of inbound marketing, having a website that conveys trustworthiness, credibility and authenticity is going to be paramount.

So how do you do this? How do you make sure your website stand out among less credible resources online?

5 Ways to Increase Your Website Credibility

1) Show Who's Behind Your Business

Let's face it, your business's biggest asset is you. Don't hide behind your logo or business name. Let your website visitors know there are real people behind your business and/or brand.

You can do this in a variety of ways, including:

  • Place your photo on your “About” page.

  • Prominently display your contact information (refrain from using general email addresses like info@your-company.com when possible).

  • Display photos of your business and location (if you have a brick and mortar storefront, public office space, etc.).

  • Profile employees (if you’re more than a “one man band” in business).

2) Show Who's Writing Your Content

This is, I believe, going to be a make it or break it proposition for businesses in the content marketing age.

Don't assume that your audience demands your personal involvement in all areas of your content marketing such as emails, blog posts and social media updates. Most will understand that you simply don't have time to do it all.

If you have staff to perform these functions for you, be transparent by having them include their names and credentials.

3) Show That Others Like You

Offering social proof on your website is a not-so-subtle way of saying, 'Hey, others like me, why don't you?' Help alleviate fears your website visitors may have about connecting with you by showing that others have done it before.

You can include social proof on your site by using social media counters, showing the number of email subscribers you have or by displaying verifiable testimonials.

4) Show That Your Content is Current

There are obviously some sites and types of content that are, by their very nature, timely and up-to-date (think news sites, travel booking sites, shopping sites, etc.). But if it's not immediately obvious that your content is fresh and timely, you may be losing credibility without even realizing it.

Make sure your blog posts are dated, and that any 'newsy' type content is clearly labeled as current. Of course, if you're not regularly updating your website, this is going to hurt your credibility, so be aware of this up front.

5) Be Clear About Your Biases

Whether you have an eCommerce site, a content-based site or a site that simply represents your online and/or brick and mortar business, be clear and transparent about the purpose of your site and any potential conflicts of interest that could arise.

For instance, if the ultimate goal of your website is to sell your web design services, don't masquerade your site as something else. Be up front about what you do, why you're doing it and if or how your content may be affected.

In a time where content needs to be reliable and authentic in order to stand out from the pack, content marketers are going to need to be diligent about conveying this credibility to their website visitors.

By following the general rule of being clear and transparent about all aspects of your site and business, you'll be well on your way to gaining the trust and respect of your website visitors both now, and in the future.

What tactics do you use to establish trust and increase your website credibility?

Suspiscious Photo via Shutterstock

The post Increase Your Website Credibility in the Age of Content Marketing appeared first on Small Business Trends.

Apple’s New Operating System Is Now Available From Mac App Store

Posted: 30 Oct 2013 01:30 PM PDT

new apple operating system

Apple announced the new OS X Mavericks last week, it’s tenth to date. The company’s review of new features include many that sound like they would be ideal for the increasingly mobile small business owner.

The new system is available now as a free download through the Mac App Store for desktop and laptop users. Current users of the Snow Leopard, Lion and Mountain Lion operating systems can upgrade to Mavericks for free.

Apple says OS X Mavericks also includes several new features.

For example, there’s a new Maps and a new Calendar that estimates travel times between meetings and appointments you’ve scheduled. The Calendar feature can even include a weather forecast for the location you’ll be traveling to in order to keep those appointments.

Here’s a look at the new features from Lifehacker:




Apple also says upgrades to the Safari browser include a Shared Links feature to collect the links your followers and those you follow on Twitter post throughout the day. The iCloud Keychain saves and protects vital security information like usernames, passwords and credit card numbers. And it remembers them across multiple devices when you need them.

So if you’re away from the office with your iPhone and have forgotten the password to one of your accounts, your iCloud Keychhain probably remembers.

A new Notifications feature will let you reply to messages and alerts you receive without leaving the app you’re currently using, too.

Apple also says Finder Tags on OS X Mavericks will help you better organize a lot of your business files. These could include files you store on iCloud and may need to access on your iPad or iPhone when away from your office computer.

Image: Apple

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Six Unique Ways to Boost Web Traffic Without Marketing

Posted: 30 Oct 2013 11:00 AM PDT

boost web traffic

Building a website is one thing, but getting website traffic and converting it into money is another. Steady growth should be your constant business objective. Have you planned a strategy to boost Web traffic without the use of marketing?

If you focus on conventional link building process for traffic generation, then tell me inform that you are missing out on lots of potential customers.

Although marketing is important for business success, there are a few secrets that help you double your website traffic without having to do any marketing. Without wasting too much of your time, below are a few tricks to implement to boost Web traffic to your site without marketing.

Boost Web Traffic With These Tips

Work on Rich Snippets

Snippets add significant value to an organic listing in search engine results and can dramatically enhance website traffic. A rich snippet is a summary of the data that a user sees on a Web page. The data includes information regarding your product's price, review count and product availability. They are useful for gaining an insight about a particular product or site at a glance without having to visit the site.

It is a painless task that can boost Web traffic and the number of clicks to your page by 33%. It improves the appearance of listings, increases real estate on the page for better visibility and provides more information to readers. Snippets help to verify what exactly the user is looking for, so when they click through your pages, they stick around.

The entire process minimizes bounce rate and maximizes time spent on the site.

Start Influencing Internal Links

Getting links from other Web pages is crucial. Optimizing internal links helps search engines recognize which pages on your website are the most important and the most valuable. Internal links help your visitors flow through your website. Through internal links, you get website visitors from point A to point Z in an efficient way without losing them midway through navigation.

Here are a few tips:

  • Prepare a list of high-value pages you want to rank better for.
  • Identify those pages on your website that have the maximum authority.
  • Add a link from the authority page to the target page.
  • Incorporate links to the authority page by using anchor text related to the keyword you want the target page to rank for.

Once you implement the above steps, search engines begin to associate the critical pages with your keywords and list those pages higher in search rankings.

Explore the Long-Tail Variation

Stop focusing on generic keywords and emphasize long-tail keywords which are easier to rank for and convert at a much higher rate than short generic terms. So how do you enhance the exposure to long-tail variations to boost Web traffic?

Identify the long-tail modifier and make use of the Google Keyword Planner to make a note of all long-tail variation. Then work these modifiers into your page copy.

Once a particular page is optimized, you no longer need to insert each long-tail search phrase verbatim into the page. Instead work on the unique variation.

Write Compelling Meta Titles and Descriptions that People Cannot Ignore

Meta title and Meta descriptions are attributes that determine how your Web page appears in search results. Unique titles and a short, crisp product descriptions can drastically boost Web traffic. The description, which is the short bit of text that shows underneath the title in search results, should be informative, clear and straightforward. If they are boring, they will never offer any compelling reason to click through to your page.

Highlight the primary keywords at least once in the title and description and ensure they flow naturally with the rest of the content.

The best thing to keep in mind while writing the title and description is the way an advertisement is written. This is because through your title and Meta description, you are highlighting your unique selling proposition, your expertise and the reason why customers should shop with you.

Apply Authorship Markup and Video Thumbnail

Having Google authorship benefits makes your search engine listing more inviting. The authorship allows you to associate your content with your Google+ profile. It then takes your Google+ profile image together with other profile information into search engine results for the content you author. Listings with author images and profile information attached will benefit from the perception of credibility and prevent fear of spammy content.

Similarly, video thumbnails are a page's embedded videos that appear along a page listing. To get a video thumbnail, you need to create a video sitemap for Google. Just like product-based snippet, video thumbnail vividly upsurges the click through rate of the associated pages.

The Power of Search Engine Optimization

The most effective way to boost Web traffic to your site is through optimizing your website for search engines because it does not cost a thing. If your website holds a top ranking for even a mildly popular search term, it can obtain many visitors per month.

Are you surprised to see how traffic can be generated without marketing?

Implementing these six ways to boost Web traffic can deliver the maximum traffic required to accomplish your business goals.

Surprised Photo via Shutterstock

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McDonald’s to Remove Heinz Ketchup From Restaurants

Posted: 30 Oct 2013 08:00 AM PDT

heinz ketchup

We all understand the importance of relationships in business. And customers at McDonald’s restaurants both in the U.S. and around the world will have a clear reminder too when they can no longer find their favorite condiment. McDonald’s recently announced the unprecedented move of severing its relationship with arguably one of the world’s most famous ketchups.

The reason?

Well, H.J. Heinz Co. was just acquired by Bershire Hathaway and Brazil-based 3G Capital. 3G Capital also owns the Burger King hamburger chain, reports the Pittsburgh Post-Gazette.

Add to this 3G’s impolitic decision to install former Burger King CEO, Bernard Hees, as the head of the iconic Pittsburgh ketchup company. Let’s just say McDonald’s doesn’t want to do business with the former head of their chief rival.

It’s an understandable but regrettable development for Heinz ketchup lovers everywhere.

But even more so for H.J. Heinz Co., it would seem.

Relationships Gone Bad Can Hurt a Business

The decision by McDonald’s effectively ends decades of striving by Heinz to rebuild its relationship with the fast food restaurant company in the U.S., the Wall Street Journal reports. That relationship was damaged thanks to supply problems in the ’70s.

But more importantly, the decision will hurt outside the U.S. where the Wall Street Journal says the company was doing even more business with McDonald’s.

As a small business owner, you must constantly think about how business decisions may effect relationships with your existing clients, customers or suppliers.

Will decisions to venture into a new business or take on a new client or partner be seen as a conflict with your existing clients or customers? And can you afford to lose them, if so?

When considering buying a business, think about how customers and clients may react to that new ownership. Will they develop the same working relationship with you? Or was their business completely reliant on relationships forged with the prior owner?

Image: Heinz

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How to Monetize Your Knowledge

Posted: 30 Oct 2013 05:00 AM PDT

monetize your knowledge2

According to statistics, most small businesses today are service providers. They may be financial advisors, lawyers, personal trainers, accountants, dentists, pool cleaners, consultants, engineers or in similar occupations. Essentially businesses like these sell time, not a product.

Time is a finite resource. We each only have so many hours in a day.

That means it is harder to scale a service business where you sell your time. Typically you have to hire more employees or outsource certain activities. And labor, especially for knowledge workers, is expensive.

So the question remains: How do you grow when you've started and run a service business?

That's where the power of your knowledge and today's trend of content marketing work to your advantage.

Evolving to a Subscription Based Business Model

According to Greg Head, Chief Marketing Officer of Infusionsoft, a marketing automation software provider, one of the ways to scale a service-based business is to turn your knowledge into a subscription-based model. "With a subscription-based model, you can automate educational services online — and even the services you provide through in-person interactions," he noted. By incorporating self-service access to their expertise, small businesses can expand and transform their operating models beyond in-person engagements, he added.

Infusionsoft and research firm Audience Audit teamed up on a study earlier this year of more than 1,100 small businesses that showed a growing interest in subscription-based delivery models. Those small business owners focused on growth spent more of their time and budget on marketing and sales, and they also used technology to gain a competitive advantage. All the businesses in the study had annual revenues of more than $250,000. Head told us:

In the new education economy, knowledge is becoming a prized and valuable tool to get attention and attract new customers.

Small businesses that embrace online content marketing typically attract and convert new leads through educational materials such as blogs, ebooks, videos and tutorials. Once they start using knowledge for their marketing, they convert their followers' interest into recurring revenue streams through a membership site. Head added:

An increasing number recognize that they have a revenue-generating opportunity once the demand for their content is established. They start giving away less free content and move their premium educational services to subscription-based membership sites.

Membership sites are websites that provide gated, permission-based access to educational content, including ebooks, videos, tutorials, articles and more. They allow subscribers to access services on demand or participate in online communities with other members. The membership site's owner controls access to the content, which might entail a one-time, monthly or annual membership fee and free content.

Monetize Your Knowledge Using a Membership Site

With that in mind, we asked Head for his advice when it comes to membership site best practices. He recommends these six essential elements of a successful membership site:

1. Monthly Recurring Income

Small businesses with special expertise can generate recurring revenue by charging a monthly or annual subscription fee for access to valuable educational content. Simply load the information chosen to be shared with members, set the membership level pricing structure, and update the site according to the content model.

Billing occurs at the frequency that's been defined, which helps in predicting future cash flow. As long as the content is valuable to customers, they'll continue to pay for their subscription.

2. Lead Capture

Provide free access to some content behind the registration wall captures contact information that can be used in subsequent marketing.

3. Prospect Nurture

Once the prospect's contact information is captured, nurturing can continue on the membership site by sending the individual more content and previews of premium content that encourages an upgrade in membership.

4. Customer Service

Updates and training can be provided as new products and services are released. This allows customers to gain access to common customer service questions without having to contact the company directly.

5. Product Introductions and Upsells

Increasing average revenue per customer is critical to business growth, and current customers are the best targets for additional sales. A membership site simplifies the introduction of new products and services and provides a low effort, low friction opportunity to recommend complementary offerings.

6. Modernizing Your Small Businesses

Jermaine Griggs, founder of Hear & Play Music, an online music learning center, uses membership sites to deliver training and tutorials to his growing community of music students. Using a membership site has allowed him to not only build a loyal fan base, but it has resulted in repeat sales increasing by 90 percent. His lifetime customer value also went from $90 to $375 and he reduced his work week by 60 percent.

"He's a prime example of someone that's succeeding in this new education economy by using membership sites," Infusionsoft's Head told us.

A Matter of Successful Growth

Small business success has always been a matter of making the most out of limited time and resources. With an online membership site and other Web based tools, small businesses with educational based products and services can elevate their unique value propositions and transform their operations.

Intelligence Photo via Shutterstock

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Wednesday, October 30, 2013

The Good News for Small Retailers Is That Shoppers Love You

The Good News for Small Retailers Is That Shoppers Love You

Link to Small Business Trends

The Good News for Small Retailers Is That Shoppers Love You

Posted: 29 Oct 2013 04:00 PM PDT

consumer goodwill

Small retailers have lots of concerns this holiday season: A shorter than normal holiday shopping period, fallout from the government shutdown affecting consumers' confidence and spending, and competition from big-box and online retailers with more sophisticated digital marketing tactics.

But there's some good news that could potentially offset those difficulties: The 2013 Deluxe Annual Holiday Shopping Survey reports that consumers have a lot of goodwill toward small, local businesses and a great willingness to shop there.

More than one-third (35 percent) of consumers say they are going to shop at local, small businesses this year, an increase from the 27 percent who planned to last year. Of those, 57 percent are specifically doing so because they feel it is "important to support local businesses." In addition to those who already plan to shop at small businesses, the vast majority (95 percent) of respondents say it's important to support local independent businesses.

Tap Into Consumer Goodwill to Capture Customers

Offer Something They Can't Get Anywhere Else

Clearly, prices are a concern for holiday shoppers, especially in these tough times. But only 25 percent say "good prices" are the reason they shop at small, local retailers. Instead, 49 percent say "unique merchandise" attracts them to small stores.

Rather than trying to beat Walmart at its own game, focus on finding and displaying unique, hard-to-find items. Play this up in your marketing. Consumers love being able to give unique gifts that suit the recipients' personalities.

Serve It Up

Of course, service matters, with four in 10 shoppers who plan to buy from small retailers citing "personalized service" as a motivating factor. Start now getting your employees prepared. If you need additional help, tap into your networks of colleagues, friends and existing employees to find qualified workers.

Focus on hiring for attitude, not necessarily aptitude. You can teach someone how to work your cash register, but you can't teach them to be warm and friendly. Make sure employees are educated on what you sell so they can help customers make choices (and keep them from whipping out their smartphones to look up information and buy online instead).

Tap Into Technology

Consumers increasingly use technology to plan and fulfill their holiday shopping needs, the survey notes. As a result, you need to leverage technology to attract customers and drive sales.

More than three-fourths (78 percent) of survey respondents plan to shop for holiday gifts online in 2013. But the good news is that one in four (28 percent) prefer a small business website. Since many consumers find gift ideas online, make sure your website is optimized for search engines so that it pops up in the first page of search results. (More than half of respondents say they never go past the first two pages of search results when looking for gift ideas online.)

Since many consumers use smartphones to find products or stores when they're out and about, it's also crucial to make sure your business is listed on local search directories and that your listing is current and optimized.

Last, but not least, review what people are saying about you on ratings and review sites like Yelp and try to fix any negative viewpoints.

Reward Your Customers

Now is the time to reward your regulars with appreciation gifts. Sure, you could send a card, but most consumers (47 percent) would rather get a discount on a future purchase. Sending an email or direct mail postcard with a discount is a great way to get shoppers headed in early.

Start Now

Just 15 percent of respondents say they'll actually do most of their shopping on Black Friday or Cyber Monday. Instead, more than 40 percent plan to do most of their shopping earlier in November. If your business targets 18 to 34-year-olds, know that they're the group most likely to do most of their shopping over Thanksgiving weekend (22 percent will do so).

Aiming at parents?

The 35 to 44-year-old group is most likely to wait until the last minute to finish their shopping (19 percent will do so).

Be a Part of Small Business Saturday

Small Business Saturday (November 30, 2013) taps into consumers' desire to support small businesses in their communities by helping encourage people to shop at independent stores on the Saturday after Thanksgiving. Get involved, join a neighborhood circle and promote and prepare your marketing materials and website for the event.

Shopping Photo via Shutterstock

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The Cylindrical, Powerful New Mac Pro Carries a Hefty Price Tag

Posted: 29 Oct 2013 01:30 PM PDT

mac pro

Apple introduced its unusual-looking Mac Pro last week, bringing the cylindrically-shaped desktop computer to the market before the end of the year. The company says the new computer should be available by December.

Clearly, the first thing you’ll notice on the Mac Pro is its appearance. The company says the computer is designed around a thermal core and there’s just one fan on the unit for cooling. The previous Mac Pro had eight.

Here’s a look at the new computer from Engadget:




The second thing that will jump out at you, of course – especially budget conscious small business owners – is the price. At a base price of $2999, this is going to be a computer for a business or entrepreneur with specific and intense graphic or video editing needs or for a main, perhaps shared, work station.

Apple says the new Mac Pro is designed to handle any digital artist’s demands, including the ability to stream and edit 4K video in real time. The Mac Pro also has six Thunderbolt 2 ports for peripheral devices.

In a prepared release, Apple senior vice president of worldwide marketing Philip Schiller explains:

The new Mac Pro is our vision for the future of the pro desktop, everything about it has been re-imagined and there has never been anything like it.

The Mac Pro can handle up to three displays, with the third connecting through an HDMI port for broadcast signals. The computer will include Apple’s new OS X Mavericks installed.

Image: Apple

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10 Creative Ways Businesses Can Give Back

Posted: 29 Oct 2013 11:00 AM PDT

businesses can give back

Being part of the startup community means giving back — not only to other entrepreneurs, but to causes you feel strongly about supporting.

Despite your good intentions, it’s easy to lose sight of that goal. And not every startup can afford to (or should) incorporate social “good” into their business model. How do you use your business to give back when time and resources are in short supply?

We asked members of the Young Entrepreneur Council (YEC), an invitation-only organization comprised of the country’s most promising young entrepreneurs, to share the following:

“Name one creative way to get employees to give back to the causes they care about most.”

Here's what YEC community members had to say:

1. Kickstart It

“I gave every employee a small quarterly allowance to back Kickstarter Projects they thought could impact hundreds, if not thousands, of people. We gave each employee about $150 to spend on these projects, and it was awesome to see where they would allocate the funds. Some of the projects backed included + Pool, Ghost, LowLine, Head in the Clouds and many others.” ~ Scott Ferreira, MySocialCloud

2. Lead by Example

“I am very involved with my community. I share my stories and encourage my team members to join me for the next event. I also make a point to support my co-workers at their events. Philanthropy can also be a great team-building event for your business. For example, our team is all doing an AIDS walk this weekend and a brunch afterwards. Not a bad way to spend a Saturday morning. ” ~ Alex Chamberlain, EZFingerPrints, LLC & EasyLiving, Inc

3. Give Back at What You’re Good At

“I actively encourage corporations and startups alike to participate in high value for time volunteering schemes. For example, don’t encourage software engineers to work in a soup kitchen, but have them instead teach STEM and CS at inner city schools in one or two day immersive programs. This way, maximum impact is achieved, and employees feel like truly valuable members of society.” ~ Christopher Pruijsen, Raising IT

4. Sponsor a Local Charity Event

“We usually sponsor the marketing for local charity events, and we get our team involved with supporting the organization of the event, as well as the online marketing initiatives. This is a good way to generate value for the charity organizations without having to ask your employees to put money on the line. By helping, they can help the organization generate its own money. ” ~ Andy Karuza, Brandbuddee

5. Make Social Good a Part of Company Culture

“For businesses that can't incorporate social good into their models, there are still ways to make social good a part of the company culture. Companies can give their employees a full day every quarter on company time to volunteer for an organization of their choice, or they can create partnerships with local nonprofits to donate time and resources every month or quarter. ” ~ Sean Kelly, HUMAN (Helping Unite Mankind And Nutrition)

6. Give out an Annual Grant Stipend

“What if your employer just gave you money to give away? You’d feel obligated to put it to good use. A no-strings-attached annual grant stipend with a set dollar amount in which every employee is able to give to a nonprofit of their choosing is smart. It puts the emphasis on the employee, and it creatively gives employees a way to give back for social good. ” ~ Brett Farmiloe, Internet Marketing Agency

7. Align Interests

“We found a way to match employee interests to opportunities to give back. The company supports such initiatives and encourages our team members to share their personal causes with teammates, supporting through attendance and tickets or contributions. We have chosen two areas, health and education, which align with what we do. Each year, we support one organization.” ~ Shradha Agarwal, ContextMedia

8. Give Bonuses to Charities

“Set metrics or goals for your team to reach. If they reach the goal or certain individuals perform the best, give them a bonus that is meant to be given to their favorite charity. This way, it becomes a contest where everyone wins. Plus, they feel empowered to help with something they are passionate about. ” ~ John Meyer, Lemon.ly

9. Provide Incentives

“One of my girlfriends recently started working for a very large hedge-fund management company, and to my surprise, a lot of people in the office go casual — even wearing sneakers. The reason why: Every quarter they select a new charity to support, and any employee who opts to donate $15 or more gets to enjoy business casual for the quarter.” ~ Cody McKibben, Digital Nomad Academy

10. Go Pro Bono

“Because our company is socially oriented, we get asked this question by fellow entrepreneurs all the time. Nonprofits are in need of talent, but often they cannot afford to pay for it. For-profit employees need opportunities to give back and get leadership opportunities. Pro bono can be the answer to both, and we strongly encourage companies to leverage their talent to benefit nonprofits.” ~ Suzanne Smith, Social Impact Architects

Charity Photo via Shutterstock

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Nokia Introduces Asha Smartphones Beginning at Just $69

Posted: 29 Oct 2013 08:00 AM PDT

nokia asha 500

It may be the era of the affordable smartphone. Earlier this year, for example, Google announced it was knocking $100 off the cost of its already affordable Nexus 4 phone making the 8GB model $199 and the 16GB $249.

Then Chinese manufacturer ZTE announced it would make its own phones available for just $79.99 with no contract to U.S. buyers via the Internet. The phones run on the recently introduced Firefox operating system by Mozilla.

And most recently, Apple introduced its iPhone 5c starting at just $99, an unheard of move by the tech giant known for its premium prices.

So it probably shouldn’t surprise anyone that Nokia, along with a high end phone and new Windows tablet, has released its own crop of budget smartphones starting at just $69.

Nokia introduced the three new phones at its recent Nokia World event in Abu Dhabi. The phones are all part of the company’s Asha line of devices and are upgrades of its earlier Asha 501.

Neil Broadly, a member of Nokia’s marketing team, says the phones will include:

  • The Nokia Asha 500, the most affordable at just $69.
  • The Nokia Asha 502 with 5 megapixel camera and LED flash for $88.
  • The Nokia Asha 503, a smartphone with 3G connectivity for $99.

Here’s an overview of the Asha 503 from SlashGear:




More Smartphones in Emerging Markets

The phones seem loaded with apps and designed especially for social sharing. But before small business owners in the U.S. get too excited, these devices are targeted for emerging markets. So there’s no hint if or when they will be available in the U.S.

That said, the introduction of the new Asha phones fits a Nokia objective – putting a smartphone into the hand of everyone on the planet.

For businesses of any size that are online and selling globally, this means a growing market…especially for those with a strong mobile presence.

Image: Nokia, Asha 500

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The Secret to Using Video for Customer Service

Posted: 29 Oct 2013 05:00 AM PDT

Sponsored Post

video for customer service

In this 24/7 instant gratification world of the Internet, customers with questions are too impatient to wait on the phone or for a reply through email for their answer. It is also expensive for small businesses to staff this function so customers can receive a reply quickly. Instead, customers would much rather use Web self service and watch a short one minute video for customer service purposes to get their answer.

Ultimately, this will decrease company service costs while increasing customer satisfaction.

How to Use Video for Customer Service

Successful small business owners use video for customer service effectively in three areas:

Pre Sale

These videos show how their product can be used. Studies prove that a video showing it in a real life situation by customers increases the purchase rate. This video for customer service answers the most important question, “But, how does it really work?”

Photos and descriptions are not nearly as effective. FibreGlast, a commercial distributor does this very well.

Post Sale Q and A

Using video to demonstrate common installation questions others have experienced will not only minimize calls to the company, but will relieve customer frustration. Photos and descriptives are not nearly as effective.

It is critical to be preemptive here and post a video for customer service before customers voice their concerns. This feature from Amazon is very popular.

One on One Replies to Customers

This is a perfect way to build a more personal relationship with a customer. It can be as easy as a 15 second recording from a desk cam where an employee thanks a customer for calling or posting a comment.

The key is to mention the customer by name and the specific issue that was identified. The video should then be posted on social media so other customers and prospects can see the brand promise in action. A link can then be sent to the customer with thanks. Here is an example from Nextiva.

These videos for customer service can be created by employees, but customers should also be encouraged to submit their own versions. Companies testing their products could never dream of all the ways their products could be used or issues that might eventually come up.

Videos submitted by real customers using products in their environment are a very powerful testimonial. Eighty seven percent of customers check reviews before completing their purchase.

Apps Photo via Shutterstock

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