Your Google Plus Business Pages: Overview

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“So far Google+ has focused on connecting people with other people,” says Vic Gundotra on the Official Google Blog. “But we want to make sure you can build relationships with all the things you care about—from local businesses to global brands—so today we’re rolling out Google+ Pages worldwide.”

The brand new Google+ feature allows local and global businesses, brands, companies, and organizations to connect with customers and fans in an interactive fashion.  Emineo Media Google plus

Google+ Business Pages: Some benefits

  • Visitors can easily recommend the page with the +1 button and/or add it to their circles.
  • Once a visitor has added the page to their circles, they can read all the page’s updates directly from their main stream or circles’ streams.
  • Page administrators can see who has circled them and reciprocate, circle other pages, and view updates of circled visitors and pages in their streams.
  • Fans/customers and pages can interact with one another through comments, tags and sharing.
  • Hangouts allow pages to connect directly with visitors.

Direct Connect from Google search

In an effort to help bridge the gape between brands and Internet users, Google also launched two other new features today: the inclusion of Google+ Pages in search results and Direct Connect.

Here is how Direct Connect works. Go to Google and add the “+” sign before the name of the page you want to find (for example: “+Angry Birds”). Instead of the usual list of search results, you will be taken to the Google+ page directly.

Right now, Direct Connect only works for a limited number of pages. But many more are coming. For more information, click here.

Examples of businesses and brands who have already jumped on the bandwagon include Angry Birds, Macy’s, the Dallas Cowboys, Phoenix Suns, The Muppets, Pepsi, Save the Children, and Toyota.

“With Google+, we strive to bring the nuance and richness of real-life sharing to software,” says Gundotra. “Today’s initial launch of Google+ Pages brings us a little bit closer, but we’ve still got lots of improvements planned, and miles to go before we sleep. So stay tuned.”

To create your business page, visit https://plus.google.com/pages/create.

Promote your Google+ Page on your website

Looking for a good widget to promote your Google+ Page on your website and blog? Try these:

  • Google+ Badge: The Google+ badge allows visitors to directly connect with and promote your brand on Google+.
  • Google+ Widget (still in beta version but very stable): Enter your G+ profile ID and G+ API, then copy and paste the code where you want the widget to appear.

  • Google Plus Widget: Another good widget that is a little easier to set up. However, the service takes a while to update whenever changes are made to pages.

Both widgets let you display your latest G+ udpates.

Source

Cendrine Marrouat

www.cendrinemarrouat.com.

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Bloggers Influence Purchases and Recommendations

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Bloggers comment on brands and post to social media continue expanding their reach!

Bloggers, from hobbyists to professionals, often write about brands, and their growing influence should make brand representatives continually evaluate the relationships they have with these bloggers. Emineo Media Blog WordPress Blogspot

Most bloggers write about brands in some way or another. According to the “State of the Blogosphere 2011” report from blog directory website Technorati, 38% of all bloggers post about brands that they love or hate and 34% write product or service reviews. Professional full-time bloggers or part-time professional bloggers who write as a way to supplement their income are more likely to blog about brands than their hobbyist, corporate or entrepreneur counterparts.

Bloggers are increasing in their influence over readers and other bloggers. Last year’s Technorati “State of the Blogosphere” reported that 29% of bloggers are influenced by other blogs they read. This year, that number jumped to 68%.

As bloggers gain influence and write about brands, the relationships between blog writers and brand representatives are important for companies to focus on. Most bloggers have a good relationship with brand representatives. Nearly half of all bloggers (49%) characterized their interactions with such representatives as somewhat or very favorable. Only 3% said their interactions were not at all favorable. However, 40% of all bloggers said they didn’t know how to characterize their interactions with brand representatives.

This large group of unsure respondents could have mixed feelings about the communications they receive from these brand representatives, affecting their relationships with the reps and their brands. Of all bloggers, 17% said brand representatives had asked for things that would compromise the credibility or content standards of the blog. This is roughly the same percentage of those that said the representatives were knowledgeable about their blogs and content (14%), are genuinely interested in building a relationship (16%) and provide information that has value for readers (23%).

As bloggers continue to grow in influence, their coverage of brands and their interactions with brands’ products, services and employees will be of greater interest to companies. Brand representatives who connect with bloggers must be sure to work with these writers to keep the relationships thriving.

Source emarketer.com

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Turn Social Customers Into Brand Ambassadors

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With the advent of social media channels, customer service has forever changed. Consumers are no longer willing to sit and listen to classical music on hold. In today’s age of hyper-responsiveness, customers expect instant responses from support reps on very public online platforms.Emineo Media Brand Reputation Management

Instead of shying away from social media, smart businesses will leverage their social channels to spread a positive brand reputation, to connect happy customers and to step up their customer support efforts.

Consumers aren’t eager to blast negative messages about your company – unless your brand is unresponsive. I recently learned at an IBM conference that customers are five times more likely to post something positive than negative, and that companies usually have at least 10 warnings before someone posts a negative comment.

Happy customers who get their issues resolved tell an average of four to six people about their positive experiences, according to the White House Office of Consumer Affairs. It pays to treat your customers well, not only for the repeat business, but also to gain the positive word-of-mouth consumers now broadcast across social media. Satisfied customers can become your most influential brand ambassadors. They’ll help to answer customer service questions posted online and also tout their own positive experiences with your business.

Here are the five best ways to turn customers into brand ambassadors through customer service.

1. Be Fast

When a customer turns to social media for a support issue, he expects a brand to generate the fastest response possible. According to a recent UK study, 25% of social media users expect a response within one hour, and 6% expect a response within 10 minutes. If you allow a support issue to dangle for too long, you risk being perceived as a company that either doesn’t know the answer or doesn’t care enough to reply promptly.

Remember, most people on social networks aren’t itching to post negative comments. They only do so after a bad experience. Therefore, don’t give them enough time to have a bad experience.

2. Be Visible

Private and direct messaging on Facebook and Twitter is all well and good, but when it comes to customer service, it’s best to be totally transparent and visible. The answer you give to one customer could, in turn, help thousands more. Think of each post and interaction as a resource that future customers can reference. Not to mention, customers will be more apt to direct friends to your page with their own questions.

Social media sites foster an online community around your brand. Watch how customers discuss and respond to your products so you can join the conversation and better understand the community that supports your brand.

 

3. Be Consistent

It’s vital that you ensure all customer support answers remain consistent across the web and across all social channels. If a common question is posted on Facebook, Twitter and LinkedIn, then each response should communicate the same solution. Conflicting answers create confused, unhappy customers. Just as people expect consistent experiences with your products, they also expect consistent service across all of your channels. Brand accuracy drives confidence and credibility, and helps build brand loyalty among your customers.

4. Be Organized

If consistency creates brand ambassadors, then being organized is equally paramount. Admittedly, the cross-company integration and management of social media continues to be challenging. Maintaining a successful social media presence on just one network is a full-time job. Trying to do it over multiple networks is impossible if your support staff isn’t properly organized.

Customers can spot disorganization a mile away, especially online. However, if you demonstrate that your company support knows what it’s doing, you’ll earn the respect and trust of brand loyalists. Organization goes beyond knowing who does what on the support team; it’s also vital that everyone on the team is on the same page. Each team member must know where to seek reliable answers, and each must source information from the same place.

5. Be Human

As cool as Siri is, she still hasn’t crossed from digital assistant to human entity. Until then, your social media customer support should remain as human as possible. On the bright side, social networks already take the formalities out of conversation. It’s one of their biggest draws.

Therefore, a customer’s name isn’t “Inquiry #83kd4z.” She’s Christie from Denver. People respond best when they feel like they’re talking to other people. Your customer support should make customers feel as if they’re posting a normal question on a friend’s wall. Creating that kind of relationship with your customer should be the priority of any company.

Using customer service to create brand ambassadors isn’t the Herculean task it once was. Social media is presenting countless opportunities to turn your company’s support system into an open, interactive community, where customers can share their positive experiences with one another and spread the good word about your products and services – all on your behalf.

Source Mashable

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