PANAJI: Goa Tourism Minister Ajgaonkar on Saturday directed his department to post lifeguards at Harvalem waterfalls in Sankhalim, North Goa, following reports of locals and tourists dying at the spot. On Saturday, a 29-year-old man drowned there while on a picnic with seven other military hospital personnel from Panaji. The Minister said that locals had warned the group not to enter the water. “Time and again, the tourism department informs people not to throw caution to the wind,” Mr. Ajgaonkar said.The Bicholim police said that the picnickers went for a swim. Seven were rescued, but one drowned.
Senior Congress leader Manish Tewari lodged a complaint with the Election Commission, seeking action against those indulging in “false and malicious” propaganda against him and his family on social media. In a video clip that was attached with Mr. Tewari’s tweet, it was alleged that his father, late Professor V.N. Tewari, was involved in the 1984 anti-Sikh riots in Delhi and petrol was supplied from his filling station to “burn Sikhs”. ‘Gutter, despicable’ Describing the propaganda against him as “gutter and despicable”, the former Union MMr. inister, who is contesting from Anandpur Sahib in Punjab, said his family never owned a petrol pump anywhere in the country and his father was assassinated by militants on April 3, 1984, six months before the riots. “My mother was a Jat Sikh. My father was an academic at Panjab University, Chandigarh, and my mother retired as the Dean of the PGI. Our family has never owned a petrol pump ever in our lives anywhere in India. We have complained to the returning officer, Ropar SSP and the CEC. They need to act against the miscreants as soon as possible,” he tweeted.‘Outrageous lies’ “Those who failed in trying to raise the outside bogey against me have now stooped too low to malign me and my family with outrageous lies,” Mr. Tewari said on Thursday. The Congress leader is locked in a four-way contest against sitting Member of Parliament and Shiromani Akali Dal leader Prem Singh Chandumajra, Aam Aadmi Party candidate Narinder Shergill and Punjab Democratic Alliance nominee Bir Devinder Singh. Voting in Punjab will take place in the last phase of the Lok Sabha election on May 19.
Social Media Topics: Originally published Dec 16, 2009 11:46:00 AM, updated October 01 2019 According to Tnooz, a travel industry news site, Carnival Cruise Line is introducing a new social media policy in 2010 that prohibits partners from using any Carnival trademark or intellectual property on social media websites including Facebook, Twitter, Linked in – without prior written approval. This new change is being rolled out January 1, 2010 alongside a policy baring third party bidding on search terms.Carnival’s Policy Prohibits Travel Agents From Using Its Trademark on Any Social Networking Website or Blog. The new social media policy prohibits any travel agency from sharing Carnival’s trademark on “any profile, account, page, or post on a social networking website (including by example, but not limited to, Facebook, MySpace, Twitter, LinkedIn, etc.) blogging website (including by example, but not limited to BlogSpot.com, WordPress.com, etc.), Video Website (including by example, but not limited to YouTube, etc.), or any other website operated by a third party, directly or indirectly controlled or posted by Travel Agency (“Social Media Website”). “Travel Agents May Share Publicly Available Carnival Specials, But Should Seek Written Permission to Share Carnival Videos & PhotosAlong with the policy, a Carnival Cruise line spokeswoman, Jennifer de la Cruz, issued a statement articulating the intent of the new policy. Explaining that partners are allowed to represent the Carnival specials within social media as long as that information is publicly available. “The intent is simply to try to ensure that our agency partners are working with us in how they represent the Carnival brand within social media. If an agency wants to tweet about a publicly available Carnival special, they are free to do so. If they want to upload Carnival assets such as video, photos and other content, they need our approval. The objective is to simply ensure that our trademarks are being used in a coordinated and on-brand manner.”Some Inbound Marketers might find it unusual that Carnival is seeking written permission to share content that Carnival has created, including videos and photos. One of the cornerstones of Inbound Marketing is to create remarkable content that people (including partners!) want to share online and make it easy for them to do so. Is This New Social Media Policy Too Restrictive? While it’s understandable that Carnival would want their partners to be transparent about the relationship they have with the Carnival online, it seems a little out-of-touch for them to only allow partners with written permission to share Carnival content through social media (especially when they could potentially just share customer uploaded photos from YouTube & Flickr). Perhaps this was Carnival’s intention, but I wonder if this restrictive policy might prevent partners from sharing materials through social media at all. Pete Caputa, Manager of HubSpot’s Partner Program believes Carnival’s policy may be too restrictive, too. He says,“While I understand why Carnival has banned their partners from using the Carnival brand name on social media sites as a way to prevent partners posing as Carnival representatives, I hope it is not the only thing that governs how their partners interact with prospects and customers via social media. Though at HubSpot we don’t want our partners to position themselves as HubSpot and abuse our trademark, we do want to encourage them to continue experimenting and leveraging social media. We especially encourage partners to share any relevant content on our website with their followers (as long as they aren’t posing as HubSpot).”As the adoption rate of social media continues to climb, there is no doubt that more businesses’ will start trying to formalize the way that their partners communicate through social media. However, it’s important that you articulate effective ways of communicating online with your partners and invite them to share your remarkable content within their network, rather than exclude them from it. Update: Tnooz is reporting that a Carnival spokeswoman is going to update the 2010 policy so it’s not as “far reaching.” Video: How to Use Social Media for LeadGenerationTeach your partners the right way to communicate with social media. Download the free video and learn how to leverage Twitter, Facebook andother social media sites to generate leads andcustomers. Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
Originally published Apr 20, 2010 11:05:00 AM, updated October 20 2016 Don’t include one of those silly calls to action. Granted, images won’t guarantee a trip interrupted by the SPAM filter, but they certainly help. At worst, your leads’ email programs don’t render them, and you end up with ugly images. At best, your leads open your email and roll their eyes at the “artwork”. Either way, you’re well on your way to the Delete key. Make it look exactly like a newsletter. Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack Write only about your product or service. Lead Nurturing “Cut your IT costs with virtualization!” “Free Seminar!” “Get your V!agra now!” All of these (and probably many others that you can think of) guarantee that your email will be ignored. As a free bonus, many of these might even help your email go straight to the SPAM folder! . Write a canned subject line. If your newsletters already don’t get people’s attention, use this opportunity to try them out again! And the more impersonal the better, so that your leads truly don’t feel like you’ve given any effort to nurturing them. Unsubscribe link, here we come! Lots and lots of images. But seriously, folks, the bottom line is that you need to provide good, useful content with a compelling subject line, a personal message, and a sound late-funnel call to action. It’s going to take more work, and you’ll have to actually provide value, but you’ll end up with better leads and more customers in the end. freezelight Image courtesy of You and your sales team have spent hours and hours developing sales-y content; this is the perfect place to use it! It doesn’t matter at all that your lead has already seen this on your website. It doesn’t matter that it provides zero true value to help your lead solve their problems, it helps you get your message across! Right? Right? Well, okay, so maybe they’ll tune it out immediately, but it’s a great way to pat yourselves on the back while turning off your leads. Topics: For fun, let’s look at the other side of the coin–how to guarantee you’ll be ignored. And certainly don’t link it to a landing page! If your leads make it through your subject line, many images, and sales-y content, you definitely don’t want to make it easy to follow up with you! For that matter, don’t include a real reply-to address either. Hey, if your leads can’t figure out how to connect with you, they don’t deserve to give you money.
Originally published Sep 7, 2010 3:00:00 AM, updated July 28 2017 We’ve already discussed what you need to think about before you even begin your website redesign project , now we’re going to discuss what SEO elements you need to keep in mind once you start the process.Free Workbook: How to Plan a Successful Website RedesignOnce again we turned to our well versed team of HubSpot Partners to gain insight into how they approach the process.Don’t Lose Sight of Your Old SiteSure, your website might need a redesign, but that doesn’t mean everything you currently have is terrible. Partner Tony Meister of NetSolutions Group says “the biggest mistake…would be to leave out 301 redirects consequently sacrificing all the work that was done to get the rankings. On that end, another mistake would be to neglect [thinking] about navigation structure and how the [old] site effectively leverages SEO in the subpage hierarchical navigation.”Even if you do decide to completely redo the navigation, Tony’s first point holds true. Your old site hopefully had some SEO rankings that you, at some point, invested time (either in content creation, keyword research or more) to get. Make sure everything is done correctly in order to not waste the time you’ve already spent on it.Make Sure SEO is Always Being EvaluatedYes, SEO is not the end all to be all when you are redesigning your site. However, that doesn’t mean that it should be overlooked in favor of design, content, etc. Top Line Results’ Todd Hockenberry states, “SEO is [often] an afterthought and not the primary driver that it should be.” While SEO might not be as visually appealing as a great website header or logo, think about which one is more likely to bring leads to your site and invest your time wisely.The SEO ScoopSure there are some people who get downright giddy when they talk about SEO. You may or may not be one of those folks. But even if you aren’t, any good website designed with inbound marketing in mind takes into account SEO strategies. No matter how gorgeous your new site looks, if visitors can’t find you online, no one is going to be able to appreciate your hard work and you certainly won’t see the benefits. Website Redesign Topics: Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
Topics: Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack This post originally appeared on Inbound Ecommerce, the ecommerce section of HubSpot’s Inbound Marketing blog.It’s been a busy month for Google, the 50 billion pound gorilla of the search world. Even my dog, Zoe, got in on the analysis. She wrote an article for her blog (that’s right, she has a blog … and a Twitter account …) summarizing her opinions on the changes from Google.If you’re not sure what changes I’m talking about, earlier this month, Google decided to encrypt all keyword data — except for keyword data from ads, of course.We’ve been trying to provide you with content on how to deal with the changes if keyword traffic analysis was part of your strategy. Personally, I’ve historically looked at keywords for which I get very little traffic to give me ideas for long-tail keyword phrases. Sometimes I’ll find keyword phrases that are basically blog articles writing themselves! For example, one of our recent articles was inspired in part by discovering someone had hit our website searching for “how do I sell to people in the awareness phase of the buying cycle”.However, my dog had a slightly different use for this data — one of her favorite activities was writing about the weird keywords she does get traffic from. Sadly, that will have to end, but for your entertainment I decided to do some diving to see what kinds of amusing keywords we here at HubSpot get traffic for … that are totally random and irrelevant. (Note: These are straight from our historical keyword data, so the misspellings are intentional.)Google Keywords We Won’t Miss Being Able to Track1) “i want you tagline”I’m really hoping this is some Valentine’s campaign we wrote about, and not someone looking for a pickup line.2) “horseless headsman pumpkin carving pattern”A horseless headsman could just, like, buy a horse? Right?3) “people who don’t care about others facebook quotes”Not sure if that’s really mean or highly relatable. Either way, hope we helped!4) “black humpback whale jewelry”My personal hope is that they were looking for jewelry to give as a gift to their friend, who’s a black humpback whale.5) “catchy headlines about love”We at HubSpot are known for being hopeless romantics. Not even joking.6) “why somebody interest working at target”I’m sure Target is a great company to work for! I guess. I don’t really know I’m just being positive.7) “like facebook but better”If you find an answer to this, lemme know. I’ll be an investor.8) “what to say on store intercom if child is lost”Aren’t there codes and procedures for this? I’m concerned we showed up as an informational source. I feel that if this is your responsibility that you should already know this.9) “keywords in the ocean”There’s a joke in here somewhere. Keyword fish? Lots of people think my Inbound Commerce methodology looks like a fish … ok I’m really reaching here.10) “boring writing”Now Google is just being hurtful. I think our writing is quite good. Most of it anyways. We’re kinda jumping the shark with this post.11) “automated jokes”So a robot walks into a bar and orders a beer and asks the bartender how much. Bartender is in a great mood and says “For you buddy, no charge.” The robot shuts down.Get it? Automated robot? He had no charge? Ok moving on …12) “is it hard running a business”Yes. At least that’s what Brian Halligan tells us.13) “adverts that bring down other brands”That’s just mean. And probably ineffective. Don’t chase your competitors. Lead them.14) “what percent of people pay companies on time”I always pay on time, except when the rent is too damn high.15) “cheat to get 10000tweets”Cheaters never prosper, friend.16) “free email spam sender”Spammers never prosper, either. Let’s face it, they’re just really uncreative cheaters.17) “can you retweet something about yourself”You’re so vain, you probably think this tweet is about you. Also, yes you can. I do it all the time.In other news, I’m vain.18) “sick of being customer serice rep”Come work here. Customer Support Rep happiness is literally a metric we track. Who wants to talk to someone who’s sick of their job at the moment when they need support?19) “do you remember better with bullet points or number”… I honestly don’t know. Is someone studying this? Seems like someone should.20) “can people have a relationship through social media”But I would tweet 500 times, and I would tweet 500 more, just to be the man who tweeted 1,000 times to TwitPic at your door …21) “scary costumes list”HubSpotters are also known for their creative Halloween costumes. This year I’m going as an MQL.22) “elvis presley & the jamaican wailers”Thank ya, thank ya very much mon! (try reading that in both accents in your mind, it gets funny over time).23) “how to make your business facebook”Go back in time and take over Mark Zuckerberg’s life. Just be careful. Terrible things happen to wizards who meddle with time, Harry. #ImANerd24) “living in parents basement”… I … I have nothing for this one. Do what you gotta do.(Editor’s Note: This might have been due to this blog post.)25) “don corleone as a role model”I guess everyone has redeeming qualities. Like, landing pages should make the prospect an offer they can’t refuse. (See what I did right there?)26) “format of best article ever in the world”*blushing* Awwww … thanks Google for showing us for that. That makes up for that hurtful “boring writing” result from earlier.27) “it may not work out the way you had planne”Ain’t it the truth.28) “red color button”Fair enough. We haz red buttonz.29) “red better than green”Boy, that escalated quickly. You should test that yourself, variate testing results will be different site to site.30) “hubspot rentals”Like, you want to sublet one of our apartments? We’re usually cool to have guests. Just bring cupcakes.31) “awesome companies”*blushing again* Thanks, guys :)32) “presentation 90 hours”I’ve been in some presentations that felt like they lasted 90 hours.33) “trick to calculate if 1700 per month payment what is the payment of one day”Divide by number of the days in that month (figured I’d be helpful once today).34) “fashion focus group questions”Some of us actually have excellent fashion sense. But I am not one of them.35) “how to call back telemarketers”Please video tape yourself doing this. For me.36) “some junk words”I’m hoping this was someone teaching their parents how to use The Google.37) “dependability as a strong branding in bars”I get it. My bartender’s dependability is a big reason I come back. He never fails to put me back on my bar stool when I fall off.38) “stuff kids can make for a trade fair”I used to make crafts out of palm fronds. I’d love to pretend that “used to” means when I was a kid and not last week …39) “worst thing a customer has ever yelled at you for”I once yelled at the JetBlue Twitter account for scheduling bad weather while I was flying. They apologized and said they’d do better next time. I <3 them.40) "what can a 40-65 year old do in america"Anything they want!41) "goodbye just means hello will be coming soon"Don't know what they're searching for -- looks like they have all the answers already!42) "mack my google plus page"Add flame decals. Flame decals make everything better.43) "where in my home can i find some of elements"You know, questions about elements are the only reason people bring me to trivia nights. I can do the Periodic Table from memory alphabetically, by weight, or by atomic number. They obviously don't bring me to raise the cool factor.44) "rotten pumpkin"Load it into a trebuchet and watch it explode. Problem solved.45) "how to hack a private instagram account"BAD! BAD GOOGLER!46) "ignore the haters"Amen.47) "jordans shoes boston red sox colors"#GoSox48) "pick up lines to make a girl like you"I'd recommend just having great content to attract people. Content is what's inside. #DeepThoughts49) "guerrilla football idea"I really want this to be a real game! Just pop out of the bushes and throw a hail mary.50) "secret love prediction"Just tell them how you feel, my friend. Life's too short for secret loves.51) "how to approach a drug dealer"... with a badge. Because you should only do this if you're a police officer.I hope you enjoyed this! As marketers, any loss of data makes us sad. We want to create relevant content that helps people answer their questions. If there are any posts you'd like to see us write, you know where to find us -- leave a comment, tweet at us, find us on Facebook, whatever makes you happy.What about you? What weird keywords have you seen in your data? How will losing the keywords data affect you? Keyword Research Originally published Oct 10, 2013 2:00:00 PM, updated February 01 2017
Topics: Branding tactics have drastically changed over the last decade and marketers have had to learn a whole new playbook — a playbook that is constantly evolving with new technologies and social platforms. It’s increasingly difficult to build and reach new audiences without a solid content and social media strategy in place. In fact, 70% of marketers say that content marketing has actually increased their brand awareness. (iMedia Connection)HubSpot recently analysed data from over 3,500 marketers in the UK and discovered that this exact challenge — brand awareness — is the marketing tactic that they struggle with most. In our research to solve this challenge, we came across some fantastic advice from people and brands who have seen amazing success with getting their brand in front of the masses through content, social, and a bit of creativity. So sit back, relax, and let’s learn from the wise, shall we?1) Innocent Founder, Richard Reed, says:”Remember that every business in the world started small. M&S began life as a market stall, and YouTube was started by two friends in a room above a pizza takeaway. Even in today’s heavily competitive world, little can still get big.”Lesson: Think Like a PublisherInnocent has really adopted the publisher model of marketing — they’ve published multiple recipe books which have had a huge impact on their brand growth — plus they’re not just seen as a company who want to sell a product to make money. Instead, they’re seen as a company that helps people live healthier lives, and one that is socially and ethically responsible.They also maintain a popular blog on which they write valuable content that helps their readers live a healthier life, which enables them to attract and engage an audience. Additionally, 10% of Innocent’s profits go to charity, so they also use their blog to highlight important news from their foundation, and how they are making a difference in poverty-stricken countries. 2) Innocent Community Manager, Joe McEwan, says:”The key to Innocent’s success has been a consistent tone of voice — one that’s natural, honest, and engaging — making social activity feel like a natural extension of the company’s personality.”Lesson: Find Your Tone of VoiceFind the tone of voice that works for your audience and maintain it in all of your communications. Remember, you are marketing to people, not companies, or robots. The first step to getting this right is in creating your buyer personas, and knowing what their goals and challenges are. This will tell you who your audience is and will enable you to change your tone of voice to what resonates best with them.If you don’t know who your buyer persona is yet, or how to create one, you can download our template here.3) Socialable Founder, Lilach Bullock, says:”It’s important to have a variety of different types of content that has the shareability factor.”Lesson: Create Shareable ContentCreating educational and engaging content can help you become an invaluable resource to your target audience. Giving your network exactly what they want will help you grow an organic audience who engages with your brand on your website, follows you across social, and helps your brand grow its reach by sharing your content with their friends and peers. You should always be thinking about how shareable your content is. Ask yourself: “If I read this, would I share it with my friends, colleagues, network, or family?” If the answer is no, go back to the beginning and rethink it.4) Upworthy Cofounder, Eli Pariser, says:”A good headline can be the difference between 1,000 people and 1,000,000 people reading something.”Lesson: Experiment With Your HeadlinesWhen you’re looking to create something that gets maximum exposure for your brand, nailing the headline is essential. At Upworthy, the curators need to come up with 25 headlines for every piece of content. They then select their favourite four, and the managing editor selects the final two to experiment with.Coming up with an attention-grabbing headline for your content will help maximise the reach of your content, and your brand.5) Upworthy Cofounder, Eli Pariser, also says: Originally published May 20, 2014 4:00:00 AM, updated February 01 2017 “We go for visible, shareable stories and really stay away from doing more typical, text-driven articles and blogging. We lean into images and videos.”Lesson: Don’t Be BoringIn order to build brand awareness, your content needs to be remarkable and shareable. For that to work, you can’t be doing the same thing as everyone else in your industry. Do something quirky that shows off the personality of your brand. Experiment with videos, infographics, and more visual content that can really grab attention.90% of information transmitted to the brain is visual, and visuals are processed 60,000X faster in the brain than text. (Sources: 3M Corporation and Zabisco) Additionally, photos on Facebook Pages receive 53% more Likes and 104% more comments than the average post. (Source: HubSpot.)For tips on how to create an infographic in an hour or less, grab our free templates here.6) Socialable Founder, Lilach Bullock, also says:”Social media can play a huge part in growth hacking and really build brand awareness for companies. The trick is to make sure you get the balance right between simply broadcasting and real live engagement.”Lesson: Don’t Social SpamWhen it comes to social media, “good” is far from good enough for getting your brand messaging heard over all the noise out there. Thousands of brands are vying for the same audience’s attention. People are beaten over the head with product information, promotional offers, and branded cat memes.To stand out, your brand needs to stop fixating on best practices and do something remarkable — and the easiest and most impactful way to be remarkable on social is by having a conversation. Listen to what your fans are saying and respond to their concerns, questions, and comments.If you’re a HubSpot customer, you can set up social monitoring streams in Social Inbox to monitor Twitter for mentions of your company name, your competitors, and any variety of keywords so you can be notified by email as soon as something pops up that needs your attention.7) Author/Speaker Brian Carter says:”If you can’t spend $30 per month ($1 per day on Facebook Ads), you shouldn’t be in business.” Lesson: Invest a LittleWith Facebook organic reach at 6.15% and expected to decrease even further, more and more companies are investing in paid content distribution on the platform. With very targeted ad campaigns, great content, and even the smallest amount of cash to spend, companies can reach their current fans and more on Facebook. For more on this topic, read our guest blog from Simon Penson of Zazzle Media.8) Intercom Managing Editor says:”Journalists bring a lot of skills to the table — writing, editing, research etc. But for content marketing natural curiosity is probably the most important. Lesson: Journalists Can Make Great Content MarketersWhether working for a traditional media outlet or in-house, a journalist’s job is still the same — to figure out what makes an interesting story that people are going to want to read about. Good journalists ask questions and challenge assumptions, not just in terms of what your company does but also others in your industry. That’s what produces content that people will want to read.For our checklist on what to look for when hiring a journalist for your content marketing as well as tips on how to build brand awareness with limited resources, download our guide, Growth Hacking Brand Awareness. Brand Awareness Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
JetBlue even helps customers do what needs to be done on Twitter when other customer support channels aren’t working properly:Why we like JetBlue: We scoured JetBlue’s Twitter and couldn’t find many instances of dissatisfied customers — which is a rare sight when it comes to airline dealings. Even in cases where they couldn’t give the customer exactly what they asked for, they provided supporting links and other solutions to help. Context is extremely helpful when reasoning with frustrated customers, and JetBlue always makes sure to provide it.9. HubSpotTwitter Handle: @HubSpotSupportLike other examples on this list, we have a dedicated customer support channel here at HubSpot. We make sure to communicate the hours we’re online and offline, and we personalize each and every message we get:We also make sure to refer customers to other helpful resources on our HubSpot Community page, which helps customers find answers to common questions and connect with other users, or our knowledge base: @glossier Apply Solution after cleansing, and feel free to follow up with serum > moisturizer > sunscreen 👍— Glossier (@glossier) March 10, 2018 Why we like ClassPass: ClassPass’s customer service tweets are prompt, helpful, and showcase the brand’s personality. They provide customers with resources and context when they have feedback to share, and they offer a variety of avenues to resolve the problem via DM, email, phone, or with individual fitness studios.2. AdobeTwitter Handle: @AdobeCareAdobe’s suite of creative tools are used by a variety of creatives and creators — so it’s no surprise that, in addition to providing customer service, Adobe uses Twitter to compliment and showcase the works of their loyal customers and followers, like this recent retweet that we absolutely love: Trying to order? Learn how to enable Tweet Ordering in your Pizza Profile: https://t.co/qTNEsvUu9t[12:24:58 EDT]— Domino’s Pizza (@dominos) March 12, 2018 No problem! I’ve looked up a couple that might work for you. Salon Plush https://t.co/Vcn3ANOZpy and Via Dolce Salon seem to have some good reviews https://t.co/ZDHHaKQoxS I hope this helps! *AU— Zappos.com (@Zappos) March 12, 2018 These classes will be higher priced since they are premium spots but these should only add to your membership. More info here: https://t.co/E9xkc3KF3y. If you don’t want to see these additional spots, feel free to filter by credits!— ClassPass (@classpass) March 1, 2018 ClassPass also makes sure to have fun responding to customer tweets — whether they’re compliments, complaints, or questions. We do! Check out and sign-up for Piece of the Pie Rewards here: https://t.co/zVKBWB64tT— Domino’s Pizza (@dominos) March 12, 2018 Why we like Adobe: Like other examples you’ll see on this list, Adobe has a dedicated customer support channel on Twitter that’s separate from its brand account, @Adobe. In many cases, a brand’s Twitter account is run by the marketing team, and creating a dedicated support channel helps Adobe quickly and efficiently reply to urgent requests.3. ZapposTwitter Handle: @ZapposOnline shoes and clothing store Zappos is famous for prioritizing and improving customer experience — and that shows when you review its Twitter account. Hi Rob,Sorry to hear about this. If I get it, you are not able to select PDF Presets while save PDF from Illustrator? Is it happening with all files or specific ones? Did you try resetting the preferences? If not, please do. Here’s how: https://t.co/gAC1eH9um6^OM— Adobe Customer Care (@AdobeCare) March 12, 2018 Homemade time machines and other hats. Drawings by me. #adobedraw #Drawing #illustration #timetravel #animals #Adobe #Illustrator #vectorart pic.twitter.com/zfE5MtTNvi— Oliver Mertz (@OliverMertz) March 7, 2018 While most of Zappos’ time on Twitter is spent accepting compliments, when they do get a customer query, Twitter replies are always clear, succinct, and personalized. They also help customers order pizza the way they want to — on Twitter, without having to talk to another person, of course: You’re too kind. I’m glad we can help! 😊 *AU— Zappos.com (@Zappos) March 12, 2018 That still counts as our workout though, right? 👩🍳 pic.twitter.com/9Ec1iAQPTR— ClassPass (@classpass) March 7, 2018 hehehe…… that is awesome! We’re replying to you there :)— JetBlue Airways (@JetBlue) March 12, 2018 Recently, ClassPass rolled out some changes users weren’t big fans of — and they got a lot of feedback on Twitter. But in the replies, ClassPass tweets offer an explanation, a solution, and additional resources to clear it up: They even go above and beyond — answering questions completely unrelated to their store sometimes. Guess the word has spread about how helpful and responsive Zappos is on social media: Why we like HubSpot: For one thing, self-esteem is important. And for another thing, if we may toot our own horn, it’s hard providing step-by-step instructions for using software via social media — we make sure to provide clear and concise instructions, or refer customers to a longer knowledge base article when we can, to solve the issue to the degree possible on the platform the customer is already using.Have you had a great customer service experience via Twitter? Share it with me and I may add it to the list. Why we like Domino’s: Domino’s gets a lot of Twitter flack for issues with pizza delivery, and they’re quick to apologize, own up, and offer a way to resolve it with the customer. The rules of customer service still apply on Twitter, so make sure you’re quick to apologize if the fault is yours and to offer a path to resolution.5. Taco BellTwitter Handle: @tacobellTaco Bell brings the funny across all of its social channels, and its Twitter customer service is a nice mix of funny, quirky, and still helpful: Originally published Mar 13, 2018 8:00:00 AM, updated October 30 2019 Hi Drew, sorry to hear about this. This is a known issue and our Engineers are working on it. Could you please take a look at the workaround mentioned in this discussion https://t.co/EfegMIkqhp and let us know if that help? Thanks, ^AK— Adobe Customer Care (@AdobeCare) March 12, 2018 Hi there! Miguel here from Mexico City office. It’s a nice sunny day today and I’m enjoying some coffee while checking Twitter. Hit me up with your Hootsuite questions. 🙂 ^MT https://t.co/4pTtmEIEYo pic.twitter.com/cp7ArkSVXu— Hootsuite Helpers (@Hootsuite_Help) March 10, 2018 Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack Hey there, Dan! There definitely is. If you’re using a desktop, right underneath the add to favorites, you’ll see it says, ” Customers who bought this also bought” and then there will be about 5 options. *DO— Zappos.com (@Zappos) March 8, 2018 Whether it’s responding to customer feedback, answering questions, or providing detailed skincare tips, Glossier makes sure to reply — every time: Why we like Zappos: Zappos answers every tweet, every time, with a funny, quirky, and helpful reply. They clearly go the extra mile for their customers offline, and that shows on Twitter too, where they offer surprise gifts, funny GIFs, and product suggestions whenever they can.4. Domino’s PizzaTwitter Handle: @dominosThe Domino’s Pizza Twitter account became legendary a few years ago with this earnest response to a hilarious customer predicament:But Domino’s replies helpfully to questions and problems they can actually solve, too. Why we like Glossier: They respond to every message, every time, no matter what. Make sure your customer service strategy doesn’t let any tweets slip through the cracks. Remember, your customers can give negative feedback on a very public platform, so make sure you’re not ignoring anybody.7. HootsuiteTwitter Handle: @Hootsuite_HelpSocial media management tool Hootsuite has a dedicated customer support channel on Twitter, and their tweets check off all of the boxes in our list of criteria above. But Hootsuite goes above and beyond by making even routine tweets fun and personalized: Topics: Steps like these make customers love a brand — which is important when it comes to providing customer service:Why we like Hootsuite: Hootsuite shares details about the support rep managing the Twitter account, along with fun GIFs and pictures, to help users get to know them if they need help. Don’t be afraid to get personal, not just when you’re signing off on tweets, but when building your brand as friendly, helpful support reps.8. JetBlue AirwaysTwitter Handle: @JetBlueJetBlue Airways is another brand made legendary for going the extra mile for customers (frequent flyer miles, of course), and that customer-first mindset is on full display on Twitter, too. @glossier Thank you for the thoughtful feedback. ‘Glossier Green’ sustainability committee is always working on ways to decrease waste. Our latest updates include a new recycling process and environmental education program for our team!— Glossier (@glossier) March 10, 2018 Social Media Customer Service Hi Ben, all systems normal on https://t.co/baa2AlKTxw. Can you try these troubleshooting steps and let me know if you’re still having trouble? https://t.co/PP9jZU35Zm -JC— HubSpot Support (@HubSpotSupport) March 12, 2018 😅While ClassPass only works as a recurring monthly membership, we’d be happy to let you know about our different plan options! We’re sure we can find one that works best for you. Send us a DM! https://t.co/FwCiioTGu3— ClassPass (@classpass) March 5, 2018 Who else here dreads picking up the phone and calling a customer service phone number?Sometimes, we just don’t want to talk on the phone — it’s as simple as that. And savvy customer support teams recognize that, and will offer support across a variety of channels, including social media.Twitter has become the de-facto channel for customer service, and lots of brands are leaning into people’s propensity for staying online (and avoiding the phone at all costs) by building channels and teams specifically dedicated to social media support on the platform.Whether you have a social media customer service strategy in place or not, read this blog post to learn how to deliver great Twitter customer service, and get inspired by these brands doing it well today.Click here to access a free Twitter for Businesses kit.What the Best Customer Service Tweets Have in CommonWe combed through the replies of different brands’ Twitter accounts, and we found a few things in common with the best of the best — the brands people love tweeting and interacting with, no matter what their concern.1. PromptThe best Twitter customer service strategies involve prompt replies to messages from customers. This one is kind of a no-brainer. Customers are reaching out on social media because it’s quick, easy, and they’re already online, so they’re trying to get help in the easiest way possible. Make it even easier for them by having a plan in place to triage and reply to incoming tweets and direct messages (DMs) as quickly as possible.In some cases, you won’t be able to answer a question or solve a problem via Twitter, so clearly spelling out how the customer can escalate their issue (via DM, phone, or email) is key here.Don’t worry — we get that sometimes you have to sleep. In a tweet or in your bio, share the hours when customers can access customer service via Twitter, and let them know how they can reach out during off hours with an urgent issue. 2. UniqueTo save time, you might consider writing up a list of FAQs for your team to reference when they get the same few questions and queries over and over again on Twitter. But every response shouldn’t be the same — customer service tweets should be personalized to show customers you value their time and patience.Uniqueness also helps showcase your brand’s personality and shows the customer that there’s a human typing. Personalized responses will make your customer feel good, make your brand lovable, and will buy you goodwill with the customer in case the issue escalates.It’s fine to use a template as a starting point when sending out customer service tweets, but make sure each one is adjusted to the specific issue and customer reaching out. Studies show that our brains are activated when we hear or read our own or others names, so tap into that effect to make customers feel special and valued.3. SignedTo the point above, signing customer service tweets with your name of initials helps in two ways: It helps customers to know that a real person is reviewing and responding to their issue, and it gives them a point of reference if they need to bring their concern to email or the phone to get it resolved.Customers don’t want to repeat their issue over and over again as they bounce from Twitter to email to the phone — they want customer support reps with the context in front of them so they can get the answer they need as quickly as possible.Signing tweets helps customers to identify who they’ve been working with if they have to escalate their issue to a different channel — and it helps you to find them so you can pick up the case where you left off.(HubSpot’s shared inbox tool will help you and your team to manage incoming requests from a variety of channels, including Twitter.)4. HelpfulThis might seem obvious, but some of the best customer service tweets we’ve seen go above and beyond — by sharing additional resources customers can use for help.Make sure your Twitter reply is helpful and resolves the customer’s issue to the degree possible — but make sure to go the extra step and share a blog post, a video, or another resource that could be helpful for them in the future. 5. ConversationalMirror the customers’ language and tone in your customer service tweets. You’re a human, and they’re a human, so the exchange should reflect that. Use emojis, GIFs, images, and hashtags to make the exchange fun and human — once you’ve solved the issue, of course. (The customer might not find your GIF amusing if you haven’t provided a solution first.)Customer Service Tweets from 9 Top Brands1. ClassPassTwitter Handle: @classpassFitness brand ClassPass helps users access a variety of different workout options, all in one place — so it’s no surprise that tweets from ClassPass are uplifting, motivating, and body-positive. When customer questions and complaints start rolling in, the replies are thorough — often asking questions and providing additional resources to walk customers through a fix on their own: What have you been waiting for? https://t.co/KSblQvfcSI— Taco Bell (@tacobell) March 5, 2018Why we like Taco Bell: Taco Bell maintains its brand identity — funny and delicious — while still delivering helpful customer service. It’s important to note that this approach doesn’t work for all brands, and Taco Bell matches its tone to the gravity of the customer situation so they aren’t laughing at a customer who’s seriously aggravated.6. GlossierTwitter Handle: @glossierSkincare and makeup brand Glossier, where most of our money is spent if we’re being truly honest, prides itself on creating a positive message around women’s beauty. It also built its customer service program around social media and responds to every message and comment it receives — the good, the bad, and the ugly.Glossier’s Twitter is no exception: If there isn’t an immediate resolution possible — as is the case when customers are offering product feedback or suggesting an update — Adobe is transparent about whether a suggestion will be possible or not, and how customers can work around it in the meantime.
Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack Topics: Link Building Editor’s Note: Recently, Capital New York reported that NYPD computers had been used to make edits to Wikipedia entries on police-related topics. We asked Wikipedia expert and President of Beutler Ink William Beutler to comment on this news story.New Yorkers and the social web alike were stunned to learn that NYPD computers had been used to make surreptitious Wikipedia edits on entries related to police department controversies, including pages covering the “stop-and-frisk” policy and the deaths of Eric Garner and Amadou Diallo.These edits added information favorable to the NYPD while downplaying views more critical of the department. For instance, “Garner raised both his arms in the air” became “Garner flailed his arms about as he spoke”; another edit pointed out that Garner was “considerably larger than any of the officers” — making the deceased sound more dangerous and unpredictable.It was a scoop for reporter Kelly Weill, who went through the trouble of creating a Python script to sort through vast amounts of data to find the story. Following fast, the New York media and tech press collected denials from the department, criticism from the mayor’s office (which apparently has its own history of Wikipedia editing), and ultimately a statement from the police commissioner saying, “I don’t anticipate any punishment, quite frankly.” Meanwhile, a Twitter account called @nypdedits appeared, watching for any subsequent edits from the NYPD, and other reporters are setting up alerts for Wikipedia edits from their local police departments.As a Wikipedia contributor of many years and the writer of a blog offering Wikipedia commentary, the thing I find most surprising about this is just how surprised people seem to be — self-interested Wikipedia edits are nothing new.The History of Self-Interested Wikipedia EditsNearly eight years ago, a young web programmer named Virgil Griffith created WikiScanner, a website tracing many Wikipedia edits back to the CIA, Coca-Cola, The New York Times, ExxonMobil, and pretty much every large organization you can name. There was plenty of outrage to go around, but not enough attention to really single anyone out. There is even a Wikipedia article called “Conflict-of-interest editing on Wikipedia” that chronicles the most infamous examples.It’s pretty much been the same story ever since, with a rotating cast of sensitive topics, intransigent authorities, and mildly sophisticated web detective-work needed to blow things wide open.Which leads to another thing I know: The group least likely to raise a major fuss about this turns out to be … Wikipedia editors. Outwardly, Wikipedians lament the fact that this kind of thing happens all the time, avowedly disapprove of it, and then do nothing to prevent it from happening again. After all, this happens all the time.Wikipedia’s Guidelines on Editing EntriesThe relevant Wikipedia guideline is “Conflict of interest,” which strongly discourages (although does not outright prohibit) editing topics where one has a close personal or financial relationship. It’s problematic in part because most editors gravitate toward topics they are interested in. Sometimes it’s a favorite TV show, sometimes it’s an area of research, and other times it’s about one’s own industry.So what makes the difference between perfectly acceptable edits and ones to watch out for? The guideline says, “when advancing outside interests is more important to an editor than advancing the aims of Wikipedia, that editor stands in a conflict of interest.”The problem is that, as written, the line crossed exists only inside the editor’s head, which then invites other editors to weigh in on their own view of the subject matter. Despite the existence of a Wikipedia policy that advises to focus on “content, not on the contributor,” it’s a lofty notion that isn’t always held. Meanwhile, another policy forbids editors from posting information revealing the real-world identity of editors who have chosen to use pseudonyms. This rule is strictly enforced, which sometimes inhibits efforts to ferret out crafty offenders.More than once in recent years, the Wikipedia community has considered an outright ban on “paid editing,” but each time it has been struck down for fears that it would go too far. In particular, any rules strong enough to be effective might also put a university professor in harm’s way for writing about their own field of research. Many Wikipedians are now employed in paid positions at libraries and universities, so drawing a line around payment is too dangerous.A Closer Look at NYPD’s EditsBut what, exactly, did the NYPD do? It’s entirely possible that the edits were made by an officer acting on his or her own volition, as a matter of personal opinion, instead of word coming down from the NYPD brass to put the fix in on Wikipedia. That is, not to put too fine a point on it, how a very large majority of edits on Wikipedia get made.Meanwhile, not all of the edits were made to NYPD-related cases. Weill published a Google Doc with a list of NYPD-edited articles, showing the edits covered a wide range of topics, including lots about popular culture (my favorite: NYPD Blue tough guy Andy Sipowicz). The NYPD’s editors also removed some more obvious vandalism.To the list of not-so-bad changes one might plausibly add the specific Garner edits I quoted above. If someone without ties to the NYPD made these changes, there might be disagreement, but not necessarily a “gotcha” angle.It’s not difficult to imagine that the articles were biased against the police to begin with, or that this was the officers’ impression. This is one reason why Wikipedia officially calls itself the “encyclopedia that anyone can edit” — through the back and forth of debate, Wikipedia will asymptotically approach the best possible version of events. This is the theory of crowdsourcing.But this process breaks down when the involvement of “interested” parties is looked down upon. Could the NYPD have made the same changes had they brought them to discussion? Maybe. Figuring out how to fairly handle these “conflict of interest cases” is something Wikipedia needs to work on.But it still mostly works. Having seen this happen time and again, Wikipedians are thinking this is an unfortunate but unavoidable side effect of allowing an open-editing policy. Closing off access to editing by all comers is more dangerous than leaving it open to all. Wikipedians are nervous that they aren’t able to detect these kinds of edits, but they know they can deal with them once they are uncovered.Amid the controversy, a few Wikipedia editors will follow up on specific changes, and decide for themselves whether to keep, delete, or alter the specifics. And then they’ll steel themselves, knowing this happens all the time. Originally published Mar 23, 2015 6:00:00 AM, updated March 25 2015
Whether you want to start an ecommerce endeavor or just expand the products you offer, keeping up with inventory is a definite concern. Whether you need the space or the manpower to keep all your products within reach and accounted for at all times, the fact remains that this particular concern could shut you down before you even get started. Unless you discover the beauty of dropshipping.What Is Dropshipping?When you outsource your shipping responsibilities to the manufacturer of your ecommerce goods, that’s drop shipping. In other words, you sell the products on your site, the manufacturer fulfills those orders and ships to the customer, and everyone wins.Seems like starting an ecommerce company with zero inventory would be easy, if that’s all there is to it, right? Well, not so fast. You do need to make sure you’re working with manufacturers and wholesalers that won’t take advantage of you or your customers. The last thing you need is a bad reputation before you even begin. These steps to choosing a dropshipper will help you avoid negative press.Interview the ManufacturerIf you want to cut out a middleman, then going straight to the manufacturer is your best bet. Just be sure to ask them all the right questions before putting your business into motion. Check prices, sure, but also make sure they’re willing to dropship for you. If not, ask them for recommendations for similar manufacturers who’ll take that additional step.If they do dropship, ask their process. Make sure your brand is protected by verifying their standards for quality. Will fragile products arrive safely? Will the manufacturer include packaging details and use mailing labels you provide? Most importantly, will they keep you in the loop and verify that all products have been shipped? You need to have information you can share with your customers, so don’t choose a dropshipper that can’t keep you up to date.Test the ProcessOnce you’ve chosen potential dropshippers, place some test orders with them. Note the time it takes to ship from each provider, the overall quality of the packaging, and the state of the products within. If your customers open a box to find items haphazardly tossed inside, they won’t think much of your brand. The manufacturer won’t even come to their minds.Also, make sure your brand is clearly displayed on the labels you provided. If the dropshipping company refuses to use your branding or doesn’t alert you when new materials are needed, then you’ll have to search somewhere else.Pressure the Customer Support StaffWe don’t necessarily think you should hassle anyone, but it is important to make sure the customer support staff will act in your best interests. If a customer calls to make a complaint and your dropshipping partner is less than impressive, that will reflect on your brand.Be sure you touch on all aspects of service, including the quality of the products, the time needed to ship your items, and what must happen for returns and refunds. If the customer service isn’t up to your standards, ask the manufacturer if you can share some helpful tips. As a last resort, ask for recommendations for companies that provide stellar customer service.Watch Your Reviews for FeedbackIf you choose a dropshipping company, set it, and forget it, then you could end up with some serious issues down the line. When you trust anyone to run any part of your business, you should follow up frequently to make sure the job is done to your exact specifications. Now, you can’t follow the manufacturer around and micro-manage, but you can keep an eye on those reviews.If you see any hint of mistakes or wrongdoing on the part of your dropshipping partner, take immediate action. Whether that action is to sever ties or just to calm an irate customer, the most important thing is simply that you’re on top of the problem. Remember that a majority of customers will stop doing business with you if they experience poor customer service. You get one chance to make a good first impression, and if you’re lucky, one second chance to fix a mistake. Don’t let your dropshipping partner blow it for you.If you can keep these tips in mind, you could run a whole ecommerce business without ever once packing a box or printing a label. You could offer a huge variety of products without ever having any within reach. It’s not easy, but when done correctly, dropshipping can be pretty lucrative. If you’re considering it, make sure to check out the pros and cons of dropshipping. Good luck! Topics: Ecommerce Marketing Originally published Sep 30, 2015 7:00:00 AM, updated February 01 2017 Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
Content Marketing Strategy Don’t forget to share this post! People are hungry for immediate answers.Luckily, it has never been easier to find the information you’re seeking via search. A lot of marketers want to know: how does HubSpot optimize for search? I talked to our blogging team to find out, and put together a series of insider tips we’re eager to share with you. Check out the tactics below, and start maximizing organic traffic to your own blog.New SEO Training Course in HubSpot Academy: Building Sustainable Traffic for Business Growth in 2018How to Rank #1 on Google1. Embrace Complex ClustersSearch algorithms are ever-evolving, and in 2018 they are as smart as ever. Search engines are now capable of recognizing connections across search queries.This has big implications for marketers. Gone are the days when the searcher typed in simple keywords. Searches today are complex, putting the heavy lifting back on Google and other search engines to connect the dots.For example, if you type “movie about doctor clown” into Google the first result will be the movie Patch Adams, despite the fact that there is no overlap in the search terminology. The takeaway: search engines are incredibly intuitive. Google recognizes exactly what the searcher wants without the searcher explicitly stating their question. Go ahead, try it for yourself!At HubSpot, our blogging team realized this shifting behavior, so they altered our blog strategy to focus on topic clusters, instead of specific keywords.To do this, they first identified what topics to prioritize. They then aligned our existing blog posts into the aforementioned clusters and generated tons of new content under those clusters. Finally, they built internal and external links at every available opportunity, creating connection points between content that share the same topic cluster. In doing so, we signal to search engines exactly how the pieces fit together. While it can be time-consuming to reorganize your content, the payoff is huge.2. Prepare an Answer for the Target QueryLet’s use the example of Patch Adams once more. If you type “movie about doctor clown” into Google, you will see a small box with a short answer summarizing the premise of the film right below the search bar. There’s no need to click into a link to see the answer; instead, Google makes it easy to get the information on first glance. This answer box is a featured snippet. And if you’re not using your blog to optimize for featured snippets, start now.Here’s the incentive: Google pulls the featured snippet from one of the pages that ranks on page one of the search results, but the featured snippet does not necessarily need to exist in the #1 link. This is a huge opportunity to get content that is not in the #1 spot to actually appear above the #1 spot. Want to see a live example? Search “Let’s get meta” into Google, and see for yourself.To identify which content is good for featured snippets, Google frequently serves up answers for “Who, What, When, Where, Why and How” queries. If you think your content is addressing one of the aforementioned questions, prioritize writing a golden-nugget answer, and you may just see your content sitting right below the search bar.Another key reason to prioritize for the featured snippet is voice search. As voice search is on trend to become 50% of all mobile searches by 2020 — a prediction by both Google and Bing — featured snippets are now being tapped as the trigger response by virtual assistants. So, as search evolves, so should you.3. Revamp Out-of-Date Blog PostsThere are a number of benefits to creating new content like having additional pages to be indexed by search engines, providing education to your curious users, and it is a good way to stay relevant in your industry. However, as any tenured blogger knows, new posts can take a while to build up steam. In fact, it is often slightly older posts that generate a large portion of traffic because they have had time to develop authority.One of the most effective strategies HubSpot’s blogging team implements to boost SEO was is to historically optimize our old posts. Historical optimization is the process of taking old posts and making them new again with higher-quality, refreshed content, keywords, and links. By leveraging your already existing search authority on these posts, search engines will reward your freshness, which will then lead to a surge of new visits to your content.Do You Know How Search Engines Determine Rank?We surveyed 295 individuals across the United States, asking the question “Do you know how search engines, like Google, rank the results you get after a search?” An astounding 48% of people answered “no.” As a marketer, you do not want to be in that 48%. If you do not evolve with SEO, you risk losing key business opportunities to maximize your brand awareness and generate leads. It is time to understand, strategize, and capitalize on invaluable SEO tactics — like blogging — that will propel your business into success in 2018 and beyond. Originally published May 28, 2018 7:00:00 AM, updated October 03 2019 Topics: