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	<pubDate>Mon, 09 Nov 2009 17:48:52 +0000</pubDate>
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		<title>Putting The “Service” Back In “Customer Service” Posted by Sean Cohen</title>
		<link>http://feedproxy.google.com/~r/roarcorps/~3/WesGhO3wFo8/216</link>
		<comments>http://www.roarcorps.com/marketing/216#comments</comments>
		<pubDate>Mon, 09 Nov 2009 16:55:41 +0000</pubDate>
		<dc:creator>Jill Freeman</dc:creator>
		
		<category><![CDATA[Marketing]]></category>

		<guid isPermaLink="false">http://www.roarcorps.com/marketing/216</guid>
		<description><![CDATA[Offering stand-out service on the Internet isn’t as hard as it is rare. Take these simple steps towards old-style service in the digital age:]]></description>
			<content:encoded><![CDATA[<p></p><div class="tweetmeme_button" style="float: left; margin-right: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Fwww.roarcorps.com%2Fmarketing%2F216"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Fwww.roarcorps.com%2Fmarketing%2F216" height="61" width="51" /></a></div><p>Just a note:&nbsp; Honestly I couldn&#8217;t have said any of this better myself.&nbsp; I want to make sure all of the kudos go to <a target="_self" mce_href="http://http://www.seancohen.net/" href="http://http://www.seancohen.net/">Sean Cohen at AWeber.<br /></a></p>
<p>Thank you&nbsp; Sean!</p>
<p></p>
<p></p>
<p>The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?<br />
Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you’re not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?<br />
Offering stand-out service on the Internet isn’t as hard as it is rare. Take these simple steps towards old-style service in the digital age:</p>
<p>•&nbsp;&nbsp;&nbsp; Give Each Customer a Personal Response<br />
•&nbsp;&nbsp;&nbsp; Be Clear, But Sincere<br />
•&nbsp;&nbsp;&nbsp; Offer Live Customer Support<br />
•&nbsp;&nbsp;&nbsp; Make Sure Your Support Reps Have All the Answers</p>
<p>Give Each Customer a Personal Response</p>
<p>When a customer sits down to e-mail your company, it’s because he needs help. He chooses e-mail because it’s quick, but his request still warrants a satisfying and personal response!<br />
Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.</p>
<p>Be Clear, But Sincere</p>
<p>When responding to customers’ e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, “Would this answer satisfy me if I were the customer?”<br />
Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!</p>
<p>Offer Live Customer Support</p>
<p>E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet!<br />
Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he’s looking for.</p>
<p>Make Sure Your Support Reps Have All The Answers</p>
<p>The presence of phone support will do no good if your staff doesn’t know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product.<br />
What a good feeling it is to talk to someone who feels confident in his product. It’s even better if he’s knowledgeable enough to solve your problem without transferring you all around the company!</p>
<p>Provide Stand-Out Service; Gain Lifelong Customers</p>
<p>Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!</p>
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		<title>Do Main Street Businesses Need A Web Presence?</title>
		<link>http://feedproxy.google.com/~r/roarcorps/~3/0LQ-Ei2wXuM/do-main-street-businesses-need-a-web-presence</link>
		<comments>http://www.roarcorps.com/marketing/do-main-street-businesses-need-a-web-presence#comments</comments>
		<pubDate>Thu, 17 Sep 2009 19:34:20 +0000</pubDate>
		<dc:creator>Jill Freeman</dc:creator>
		
		<category><![CDATA[Marketing]]></category>

		<category><![CDATA[Main Street Business]]></category>

		<guid isPermaLink="false">http://www.roarcorps.com/?p=194</guid>
		<description><![CDATA[
True story:  I was in an independent bookstore recently.  One of those little tucked away stores down a side street.  You wouldn&#8217;t know about it unless someone told you about it.  It&#8217;s a store I could spend a whole day in exploring the nooks and crannies, sitting cross-legged on the floor with my back to [...]]]></description>
			<content:encoded><![CDATA[<p></p><div class="tweetmeme_button" style="float: left; margin-right: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Fwww.roarcorps.com%2Fmarketing%2Fdo-main-street-businesses-need-a-web-presence"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Fwww.roarcorps.com%2Fmarketing%2Fdo-main-street-businesses-need-a-web-presence" height="61" width="51" /></a></div><p><img class="alignright size-thumbnail wp-image-195" title="dreamstime_6943071" src="http://www.roarcorps.com/wp-content/uploads/2009/09/dreamstime_6943071-150x150.jpg" alt="dreamstime_6943071" width="150" height="150" /></p>
<p>True story:  I was in an independent bookstore recently.  One of those little tucked away stores down a side street.  You wouldn&#8217;t know about it unless someone told you about it.  It&#8217;s a store I could spend a whole day in exploring the nooks and crannies, sitting cross-legged on the floor with my back to the stacks or in one of the comfy overstuffed chairs strategically placed around the store.</p>
<p>I approached the owner and asked if they were on the web.  He told me that while they do have a website – they don&#8217;t see the value in &#8220;Tweeting or Friending.&#8221;  I looked at the web site…disappointing.</p>
<p>There are many storefront businesses out there that feel the same.</p>
<p>I&#8217;m on a crusade to convert them to the &#8220;new world&#8221; of marketing.</p>
<p>Main Street business owners are usually concerned with the affordability of an on-line presence. Many are struggling to survive in a down turned economy. What they need to know is that in the &#8220;new world&#8221; of marketing, their business card IS their web site.</p>
<p>The truth is you can buy a domain name, get hosting and set up a professional looking site for about $200.</p>
<p>With that issue taken care of, why does a small storefront business need a web presence?</p>
<p>1. The &#8220;new world&#8221; of consumers demands it.</p>
<p>Along with the explosion of the Internet came a &#8220;new world&#8221; of marketing.  The &#8220;new world &#8221; is less expensive and far more efficient than the old order media marketing in several ways.</p>
<p>2.    Most consumers shop the Internet first.<br />
If a consumer is shopping your niche on the Internet, they are most likely ready to buy.</p>
<p>3.    A good web presence will reach a wider customer base faster with tools such as blogging, video, Twitter and FaceBook</p>
<p>A recent study by Sage North America found that 51% of small businesses that used social media acquired and retained customers because of it.  AND the two largest social media sites, Twitter and FaceBook are FREE.</p>
<p>4.    Main St. CAN compete with Big Box stores with a simple but personal, informative, up-dated customer friendly web presence.</p>
<p>True story out of the June 3, 2009 New York Times: Century 21 Realtors switched from television advertising to Internet advertising and saw a 235% INCREASE in leads.</p>
<p>If a Main Street business with an online presence could see 10% of that growth it could translate into thousands of dollars.</p>
<p>5.    Having a web presence builds credibility.  A web site is an online &#8220;business card.&#8221; If a storefront owner has a well-designed site with great content, it will position the owner as an expert in his or her niche.  In the new world of marketing it&#8217;s the  &#8220;open for business&#8221; sign.</p>
<p>The &#8220;new world&#8221; of marketing is upon us.  If Main Street America is going to survive and thrive then my goal is to show small business owners how to market their brand beyond the sidewalk.</p>
<img src="http://feeds.feedburner.com/~r/roarcorps/~4/0LQ-Ei2wXuM" height="1" width="1"/>]]></content:encoded>
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		<title>Twitter And Increasing The Bottom Line For Small Business</title>
		<link>http://feedproxy.google.com/~r/roarcorps/~3/Re4xbKzDAn0/twitter-and-increasing-the-bottom-line-for-small-business</link>
		<comments>http://www.roarcorps.com/online-marketing/twitter-and-increasing-the-bottom-line-for-small-business#comments</comments>
		<pubDate>Mon, 27 Jul 2009 21:07:15 +0000</pubDate>
		<dc:creator>Jill Freeman</dc:creator>
		
		<category><![CDATA[Online Marketing]]></category>

		<category><![CDATA[Small business]]></category>

		<category><![CDATA[storefront business]]></category>

		<category><![CDATA[Target Your Market]]></category>

		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://www.roarcorps.com/?p=169</guid>
		<description><![CDATA[I work with small businesses and storefront businesses that want to increase their bottom lines.  One of the new marketing tools I encourage my clients to use is Twitter.]]></description>
			<content:encoded><![CDATA[<p></p><div class="tweetmeme_button" style="float: left; margin-right: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Fwww.roarcorps.com%2Fonline-marketing%2Ftwitter-and-increasing-the-bottom-line-for-small-business"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Fwww.roarcorps.com%2Fonline-marketing%2Ftwitter-and-increasing-the-bottom-line-for-small-business" height="61" width="51" /></a></div><p>I work with small businesses and storefront businesses that want to increase their bottom lines.  One of the new marketing tools I encourage my clients to use is Twitter.</p>
<p>First, let&#8217;s define Twitter.  According to Wikipedia Twitter  &#8220;is a free social networking and micro-blogging service that enables its users to send and read each others&#8217; updates, known as tweets. Tweets are text-based posts of up to 140 characters,&#8221;</p>
<p>So what&#8217;s the hub-bub?  How can Twitter grow your small business?</p>
<p>1.    Twitter is CHEAP.  Free in fact.  Free is a good word to everyone, especially to small business, especially in a recession.  Sign up at http://www.twitter.com.  If it&#8217;s free, what do you really have to lose?</p>
<p>2.    Twitter is FAST.  Twitter is like text messaging with a couple of twists.  You have 140 characters to get your message out.  A few well-planned tweets per day can get you and your business lots of recognition.  This type of marketing is called viral marketing because it spreads from the people who read your tweets to their people and so on.  Word of your business travels faster than any mode of traditional marketing and for FREE. (Gotta love that word)</p>
<p>3.    Twitter is TARGETED.  Even though Twitter is viral marketing, you can target your market by using a couple of tools.</p>
<p>The first is Twellow.  Twellow is the Yellow Pages for Twitter users.  You can sign up and list your business as well as find others who may be looking for your services by entering appropriate keywords into the search field.</p>
<p>While on Twellow, you&#8217;ll see a tab for Twellowhood.  This is a fantastic tool because you can search for people to follow by geographic location.  For example, you can find everyone on twitter within a 50-mile radius on a certain area.</p>
<p>This is huge for small business.  Think about how many people can get news about events, new products and new services to name a few.  And all with one click.  Amazing.</p>
<p>Another way to target your market is to attend &#8220;Tweet-ups&#8221; These are meetings of local Twitter users.  They occur in almost every community.  Search #tweetup on your Twitter homepage. Then send a tweet asking if there is a tweet up happening in your area.</p>
<p>Finally, you can search for your city and state in the search field on your home page.  However, this will bring up every tweet that Includes your search term.</p>
<p>There are scads of Twitter applications out there and new ones are being added daily.  What I&#8217;ve presented here are a few of the quick tips I have found and use myself to help grow my own small business.  If you have any others that have worked for you,  please let me know by adding a comment.   You can also follow me on Twitter at @jilliebfree.</p>
<p>Here&#8217;s to your success!  Tweet on!</p>
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		<title>SEO What?</title>
		<link>http://feedproxy.google.com/~r/roarcorps/~3/xe6gjREy9cM/seo-what</link>
		<comments>http://www.roarcorps.com/online-marketing/seo-what#comments</comments>
		<pubDate>Mon, 29 Jun 2009 20:56:18 +0000</pubDate>
		<dc:creator>Jill Freeman</dc:creator>
		
		<category><![CDATA[Online Marketing]]></category>

		<category><![CDATA[SEO]]></category>

		<guid isPermaLink="false">http://www.roarcorps.com/?p=160</guid>
		<description><![CDATA[SEO or Search Engine Optimization is the Big Kahuna of driving traffic to your website.  If you can't get traffic you can't get business online.  It's also as confusing and frustrating as heck when you're first starting out online. unless you're an online marketing guru, that is.
]]></description>
			<content:encoded><![CDATA[<p></p><div class="tweetmeme_button" style="float: left; margin-right: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Fwww.roarcorps.com%2Fonline-marketing%2Fseo-what"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Fwww.roarcorps.com%2Fonline-marketing%2Fseo-what" height="61" width="51" /></a></div><p style="text-align: left;"><img class="size-thumbnail wp-image-163 alignleft" title="dreamstime_95326841" src="http://www.roarcorps.com/wp-content/uploads/2009/06/dreamstime_95326841-150x150.jpg" alt="dreamstime_95326841" width="150" height="150" /><span id="__caret"> </span>ARE YOU CONFUSED?</p>
<p>SEO or Search Engine Optimization is the Big Kahuna of driving traffic to your website.  If you can&#8217;t get traffic you can&#8217;t get business online.  It&#8217;s also as confusing and frustrating as heck when you&#8217;re first starting out online. unless you&#8217;re an online marketing guru, that is.</p>
<p>A lot of people out there are charging a lot of money to optimize your site for you.  But, what if you&#8217;re not working with a big budget?</p>
<p>Recently, I had the opportunity to meet <a href="http://www.paulcounts.com/">Paul Counts </a>via a webinar given by <a href="http://www.possessingyourland.com" target="_blank">Paul Cooley</a>.  Both of these guys are great at what they do and you should check out their websites.</p>
<p>Paul Counts has been helping people with SEO for a while now.  He&#8217;s come up with a 24-hour Do It Yourself Online Marketing Plan that makes sense.</p>
<p>1.    Submit your site to social book-marking sites. Here are links to two recommended social book-marking sites:<br />
•    http://www.onlywire.com<br />
•    http://www.socialmarker.com</p>
<p>2.    Make sure your site has an opt-in box so that visitors can sign up for RSS feed.  RSS or &#8220;Really Simple Syndication&#8221; in a conglomeration of web feed formats used to publish your blog posts or other updates. Also, submit your site to free RSS feed directories such as:<br />
•    http://www.feedity.com<br />
•    http://feedbase.net</p>
<p>3.    Write Press Releases!<br />
You can submit these to a variety of free press release sites:<br />
•    http://www.free-press-release.com<br />
•    http://www.pressreleasespider.com<br />
•    http://www.i-newswire.com</p>
<p>4.    Create a short video about your business and submit it to:<br />
•    http://www.youtube.com<br />
•    http:// www.revver.com<br />
•    http://www.realpeoplerealstuff.com</p>
<p>5.    Join an online forum in your niche.</p>
<p>6.    Submit an online classified to:<br />
•    http://www.usfreeads.com<br />
•    http://oodie.com</p>
<p>7.    Create a weekly radio show on Blog Talk Radio<br />
•    http://blogtalkradio.com</p>
<p>8.    Definitely start a blog.  A blog develops your online credibility, provides accessibility to your target market and provides you will real time feedback.<br />
I hope this information proves as helpful to you as it was to me.  This is truly a workable plan to get you started.  If it seems daunting, you have questions or you need help with any of these steps, please contact me via e-mail at ROAR! My e-mail address is: jfreeman@roarcorps.com.</p>
<p>Until next post – ROAR on!</p>
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		<title>How To Deliver A ROAR-ing Sales Presentation!</title>
		<link>http://feedproxy.google.com/~r/roarcorps/~3/fC6ouuKslYg/how-to-deliver-a-roar-ing-sales-presentation</link>
		<comments>http://www.roarcorps.com/presentations/how-to-deliver-a-roar-ing-sales-presentation#comments</comments>
		<pubDate>Mon, 11 May 2009 17:22:37 +0000</pubDate>
		<dc:creator>Jill Freeman</dc:creator>
		
		<category><![CDATA[Presentations]]></category>

		<category><![CDATA[sales training]]></category>

		<guid isPermaLink="false">http://www.roarcorps.com/?p=148</guid>
		<description><![CDATA[Presentations Part III.
I&#8217;ve been preaching the theory for years.  Keep it short.  Keep it simple.  Use BIG fonts.  To think Guy Kawasaki actually had a formula all along.  The 10/20/30 method.  Guy Kawasaki is my hero – and one brilliant dude.
Here it is in a nutshell.
Point One
10 Slides. If you are doing a power-point presentation, [...]]]></description>
			<content:encoded><![CDATA[<p></p><div class="tweetmeme_button" style="float: left; margin-right: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Fwww.roarcorps.com%2Fpresentations%2Fhow-to-deliver-a-roar-ing-sales-presentation"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Fwww.roarcorps.com%2Fpresentations%2Fhow-to-deliver-a-roar-ing-sales-presentation" height="61" width="51" /></a></div><p><img class="size-medium wp-image-150 alignleft" title="powerpointprespic1" src="http://www.roarcorps.com/wp-content/uploads/2009/05/powerpointprespic1-300x200.jpg" alt="powerpointprespic1" width="300" height="200" /><strong>Presentations Part III.</strong></p>
<p>I&#8217;ve been preaching the theory for years.  Keep it short.  Keep it simple.  Use BIG fonts.  To think <a href="http://www.guykawasaki.com/" target="_blank">Guy Kawasaki </a>actually had a formula all along.  The 10/20/30 method.  Guy Kawasaki is my hero – and one brilliant dude.</p>
<p>Here it is in a nutshell.</p>
<p><strong>Point One</strong></p>
<p><strong>10 Slides.</strong> If you are doing a power-point presentation, you should use <em>no more </em>than 10 slides.  It&#8217;s a sales presentation, not an Odyssey.  When you prepare, think.  Is the slide there to prompt you?  If so, pitch it.  You need to prepare.  End of story.  A bunch of stuff that you read directly from the slide is boring, cheesy and does not make you look like a professional.  It makes you look sloppy and unprepared. You need to be on your game. You need to engage your audience.</p>
<p>Rule of thumb: If the slide is in the presentation to illustrate a point that the prospect or customer needs to see, then keep it.  It&#8217;s all about them understanding your product or service.  Make sure graphs are clear and easy to understand.</p>
<p><strong>Point 2</strong></p>
<p><strong>20 Minutes.</strong> It should take <em>no longer</em> than 20 minutes to deliver a fantastic presentation.  Keep your opening and call  to action short and sweet.  2.5 minutes a piece.  That will leave you with15 minutes to deliver the body of your presentation.</p>
<p>Honestly, people can&#8217;t pay attention for much more than 15 minutes without their minds drifting off to someplace else.  You cannot afford that.  You need to keep them focused on you from the get-go.</p>
<p><strong>Point Three</strong></p>
<p>30 Point Font.  The font on your presentation slides should be <em>not less </em>than 30 point.  If the people you are presenting to  can&#8217;t see what is on the screen they will get frustrated and you&#8217;ll lose them.  Keep it large enough to see from the back of the room.</p>
<p>I challenge you to try Guy&#8217;s 10/20/30 method for your next five sales presentations and see what happens.  Let me know by leaving a comment below.</p>
<p>Here&#8217;s to making your business <em><strong>ROAR!</strong></em></p>
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		<title>KISS-ing Your Presentations - Keep It Simple</title>
		<link>http://feedproxy.google.com/~r/roarcorps/~3/yr9rGffQCT4/kiss-ing-your-presentations-keep-it-simple</link>
		<comments>http://www.roarcorps.com/presentations/kiss-ing-your-presentations-keep-it-simple#comments</comments>
		<pubDate>Mon, 27 Apr 2009 17:23:22 +0000</pubDate>
		<dc:creator>Jill Freeman</dc:creator>
		
		<category><![CDATA[Presentations]]></category>

		<category><![CDATA[Giving A Great Presentation]]></category>

		<category><![CDATA[sales skills]]></category>

		<guid isPermaLink="false">http://www.roarcorps.com/?p=146</guid>
		<description><![CDATA[Keeping It Simple when it comes to presentations takes coaching, honesty and work.  Here's what I've learned.]]></description>
			<content:encoded><![CDATA[<p></p><div class="tweetmeme_button" style="float: left; margin-right: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Fwww.roarcorps.com%2Fpresentations%2Fkiss-ing-your-presentations-keep-it-simple"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Fwww.roarcorps.com%2Fpresentations%2Fkiss-ing-your-presentations-keep-it-simple" height="61" width="51" /></a></div><p>&#8220;KISS-ING&#8221; Your Presentation<br />
Keep It Simple</p>
<p>As I said in my previous blog post, I have been to presentation hell.  I have been called to presentations where I thought, &#8220;Oh dear God, not again!&#8221; I have sat through lonnnngggg drawn out presentations with hundreds of slides.<br />
And, if I’m honest with you – I&#8217;ve been guilty of giving some long boring presentations with lots of information and lots of slides.</p>
<p>It&#8217;s time to STOP THE MADNESS!</p>
<p>About five years into my career, I asked myself a critical question (with the help of a great coach). I asked myself if I could sit through one of my own presentations?</p>
<p>Could you?</p>
<p>The answer was that I could sit through my presentations, but I probably wouldn&#8217;t be so happy about it (big yawn).  Things needed to change.</p>
<p>I went to work.</p>
<p>I stopped using cards and slides as a crutch. I started using a simple principle – Keep It Simple…(well you know that last word).</p>
<p>I took a look at my slides.  I decided if they were really benefit my audience, they were keepers.  If they were more a &#8220;prompter&#8221; to me, they got scratched.</p>
<p>I scratched jargon.</p>
<p>I added stories to illustrate points.</p>
<p>I decided that if I wanted people to listen and remember I needed to be somewhat entertaining.</p>
<p>I practiced and practiced and practiced.</p>
<p>In short, my presentations became simple yet entertaining, informative and with a clear call to action.</p>
<p>It worked.  No one in my classes was nodding off or bleary eyed!  Even though I was teaching important stuff it didn&#8217;t come off as dry.</p>
<p>I got calls and thank-you cards.  My business increased by 50% in six months.</p>
<p>Stick with me on this series on presentations.  Next week I am going to share a dynamite sales presentation skill that I learned from the best of the best.</p>
<p>If you&#8217;d like to follow along my e-mail, sign up for the RSS.  Share the article with friends and associates. Don&#8217;t forget to follow me on Twitter and Facebook!</p>
<p>Until next time, ROAR!</p>
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