Picture this: You’re scrolling through a website you want to purchase from and hoping for quick answers to your questions. A chatbot pops up, promising instant assistance. You type in your question, and… crickets. Or worse, a generic, robotic response that misses the mark entirely. Sound familiar? We’ve all been there. The expectation of AI-powered customer experiences was high, but for many, it has not delivered as expected. It’s not that we don’t appreciate technology; what we truly value is being listened to and understood.
Let’s cut to the chase: your customers aren’t as impressed with AI as the tech giants hoped. According to a recent study conducted by marketing consultancy Lippincott, a mere 29% of a sample of nearly 12,000 respondents believe AI-powered experiences have met their expectations. That’s a staggering gap between hype and reality. Furthermore, a significant 40% express skepticism about AI’s potential to enhance their brand experience. This isn’t just a blip on the radar; it’s a clear signal that customer expectations are not being met, signaling a need for immediate action.
The Emotional Disconnect: Why AI Falls Short
Here’s the important part about AI that many businesses overlook: It’s not only about functionality; it’s the emotional bond with customers that really matters. In that same Lippincott study, 46% of respondents admitted they trust a brand less if they discover AI was behind a service they thought was human. Think about that. You’re building trust, and then, poof, it’s gone with the revelation of a bot. It just goes to show that trust is fragile and easily broken.
Why is this happening? Because current AI technology often lacks the subtlety, empathy, and real connection that people desire. It can process data, sure, but it can’t understand the subtle emotional cues that make a customer feel valued. It can’t tell a compelling story that resonates on a personal level. And it can’t provide the genuine human touch that ultimately builds trust and loyalty.
Turning Customer Disappointment into Delight: Actionable Strategies
As a small business owner, this is your opportunity to stand out. You’re not a faceless corporation; you’re a real person with a passion for what you do. Leverage that! Your customers want to connect with you, not a string of algorithms.
Show them the authenticity and care that only a human touch can provide. Share your story, your values, and your passion in a way that resonates with your audience. Be present, be engaged, and be responsive to their needs. By putting yourself out there and connecting with your customers on a personal level, you’ll not only differentiate yourself from the competition, but you’ll also build a loyal customer base that values the human connection you provide.
Here’s where you can shine:
Human-Centric Content: Focus on creating content that speaks directly to your audience’s needs and emotions. Share your story, your values, and your expertise in a way that feels authentic and relatable.
Personalized Interaction: Prioritize genuine interaction over automated responses. Engage with your customers on social media, respond to their comments and messages, and show them that you care.
Balance AI with Humanity: Use AI as a tool to streamline tasks without letting it replace the human touch. For instance, use AI for data analysis but let your team handle customer interactions.
Voice and Messaging: Ensure your brand’s voice is consistent and genuine. That’s where a company like MYOB can assist you in developing unique content that genuinely mirrors your brand’s personality. We can help you leverage technology while keeping the human element that makes your business special.
Transparency: Prioritize transparency by openly disclosing your use of AI in customer interactions. Honesty builds trust, even if the technology isn’t perfect.
The Power of Genuine Human Interaction
Remember, your customers aren’t just buying a product or service; they’re buying into a relationship. They want to feel like they’re dealing with a real person who understands their needs rather than a robotic entity that simply processes data. They want to feel appreciated and valued, which can only be achieved through genuine human interaction.
By maintaining transparency about the use of AI, you show your customers that you value their trust and prioritize authenticity in your interactions. This honesty will not only build trust but also foster a deeper connection with your customers, ultimately leading to stronger and more loyal relationships. By embracing technology without sacrificing the human touch, you can create a brand experience that is both innovative and personable, setting you apart from competitors in the marketplace.
Over to You!
Avoid letting artificial intelligence overshadow your human connection. It’s fine to embrace AI as a tool but never forget the power of genuine interaction. In a world where technology reigns, your humanity is still your most valuable asset. Our experienced writers at MYOB can help you develop strategies to ensure your voice is heard and your message is authentic. Want to learn more? Contact us today.
I remember when I wrote my very first blog post in 2013. At the time, I knew absolutely nothing about SEO or keyword research… I was basically writing just to write. I knew that I wanted to earn money through writing, though. I’ve never been crazy about the idea of sharing details about myself online, so I started pouring all my energy into writing about social media and business topics. But after a while, it felt like I was shouting into a void. I likely was, as the field is highly saturated. I learned the hard way that standing out as a blogger involves so much more than just writing.
Learning the Basics for Blogging Success
I started studying ways to become a better blogger. There were (and still are) tons of free writing workshops, webinars, and courses online to choose from. Once I felt more confident about my writing skills, as well as the basics of SEO and SERP, I began to market myself and landed opportunities to write blog posts for businesses on a regular basis. One blog I enjoyed writing a few years ago was about health and nutrition. It was appealing because I felt I was sharing helpful information with people. Another blog I enjoyed writing for was a restaurant and catering company. It was a fun industry to learn about… there’s a lot more that happens in restaurants than most people realize!
The more I wrote, the better I got. It wasn’t an instant explosion of offers, but things certainly shifted. Slowly but surely, I started attracting the right kind of attention with my writing, including clients who were genuinely interested in what I offered. That’s when I realized blogging isn’t just a fun hobby; it’s a powerful tool for small business growth.
When I first met Karen in 2018, I had a rather diverse portfolio of blogs that I had written both as myself and as a ghostwriter for several types of businesses. In 2022, I joined MYOB as a blogger. It’s been a great experience filled with learning opportunities and research. I also love being able to share all sorts of information to help small business owners.
Building Trust and Credibility Through Blogging
Many businesses understand the idea of blogging, but they get stuck on the basics. They churn out generic content that doesn’t resonate, and then they wonder why it’s not working. Let’s go beyond the usual “blogging is good for SEO” spiel and dive into some lesser-discussed benefits, and more importantly, how to become a better blogger.
One of the biggest advantages of blogging that often gets overlooked is its ability to build trust. Think about it: you’re not just selling a product or service; you’re sharing your expertise, offering valuable insights, and demonstrating your passion. This builds credibility and positions you as a thought leader in your industry. Plus, unlike fleeting social media posts, blog content lives on, constantly working to attract new clients.
It’s important to note that blogging requires a long-term strategic approach. It is not a “set it and forget it” method. To achieve sustained traffic growth, two critical components are essential: 1) conducting keyword research and 2) regularly updating existing content.
Why Keyword Research and Content Updates Are Essential
Let’s talk about keyword research first. You can’t just write about anything and expect people to find it. You need to understand what your target audience is searching for. Free tools like Google Keyword Planner, Semrush, and Ryan Robinson’s Free Keyword Research Tool can help you identify relevant keywords with decent search volume. But don’t get bogged down in just the big keywords. At times, the real value lies in long-tail keywords, which are longer and more specific phrases. They often have less competition and attract highly qualified leads.
Next, and this is crucial, update your old content. Google loves fresh content. Frequently revisiting and enhancing your published articles by incorporating new data, updating statistics, and enhancing readability sends a signal to search engines about the quality of your website. This can give your older posts a significant boost in rankings. It’s always a good idea to review your top-performing posts every quarter and update them with the latest information. This can make a huge difference in your traffic.
Tips to Become a Better Blogger
So, how do you actually become a better blogger? Here are a few tips I’ve learned along the way:
Find your voice: Don’t try to be someone you’re not. Let your personality shine through. People connect with authenticity.
Tell stories: We’re wired for stories. Weaving narratives into your blog posts makes them more engaging and memorable.
Be consistent: Consistency is key. It’s better to publish one high-quality blog post a week than to churn out fluff every day.
Promote your content: Don’t just hit “publish” and disappear. Share your posts on social media, email newsletters, and relevant online communities.
How MYOB Inc. Can Help
Blogging can feel daunting, especially for small business owners juggling multiple responsibilities. That’s where business services like those offered by MYOB Inc. can be invaluable. We can help with creating, writing, and maintaining a blog in your voice on your website, allowing you to focus on other aspects of your business.
Ultimately, the main goal of blogging is to build rapport with your readers. It all comes down to adding value, imparting your knowledge, and developing deeper relationships. Blogging is a long-term investment that increases traffic, generates leads, and can help your business stand out from the rest.
Are you interested in having a blog on your company’s website? Let’s chat!
Imagine yourself as a small business owner who is dedicating all of your energy to developing a service or product that you firmly believe in. You’ve finally launched, and the initial buzz is exciting. Then, you see it—a negative comment on your latest Instagram post. Your stomach sinks. This isn’t the positive feedback you were hoping for. But instead of panicking, you remember that your social media presence serves as both a marketing platform and your new customer service hotline. You take a deep breath and respond professionally, addressing the criticism with grace and gratitude.
This interaction shows your customers and other followers that you value their feedback. Additionally, it enables you to turn a potentially negative situation into a positive one. Engaging with your customers on social media offers you the chance to cultivate relationships, gain valuable insights, and show your commitment to customer satisfaction.
These days, the phone is no longer the only way your customers are talking—social media has become a powerful tool for businesses to connect with their audience and enhance their brand reputation. So, embrace the conversation and assure your customers that their voices are heard and valued.
The Rise of Social Customer Service
Today, social media isn’t just a place to share cute cat videos and vacation photos. It’s become a primary channel for customers to connect with businesses. They’re engaging by asking questions, voicing concerns, and offering praise on your social media pages.
Think of it this way: every comment, direct message, and even mention (whether positive or negative) is a potential customer interaction. Ignoring these interactions can result in significant consequences. A recent survey found that 90% of customers feel that an “immediate” response from customer service is either crucial or very important. About 60% of customers say that an immediate response comes within 10 minutes of the initial contact. (Source: HubSpot)
How Brands Engage Users with Authentic Content
Beyond responding to inquiries, social media engagement can significantly enhance your brand image. According to one survey, customers were 2.4x more likely to rate a brand as authentic when they published user-generated content (UGC) as opposed to brand-created content. User-generated content, like customer photos and reviews, enhances trust and authenticity, resonating deeply with your audience. For many customers, UGC is what will bring them back to a brand again and again.
Using Social Media to Boost Customer Service
Wondering how you can use social media for customer service? Here are a few suggestions:
Be Responsive: Acknowledge all messages promptly. Aim for a response time of under 12 hours and address urgent or negative comments as soon as possible.
Be Proactive: Regularly monitor your brand mentions and proactively engage with customers who are discussing your products or services.
Be Personal: Treat each interaction as a conversation with a real person. Use a friendly and approachable tone and personalize your responses whenever possible.
Be Transparent: If you can’t immediately resolve an issue, be upfront with the customer and provide an estimated timeframe for resolution.
Be Helpful: Go the extra mile to assist customers. Offer helpful tips, answer their questions thoroughly, and provide any necessary support.
Making good use of social media for customer service can help you build more enduring relationships with your audience, increase brand loyalty, and propel your business forward.
Remember, Your Followers are Watching
When responding to comments, criticisms and praise, remember that more than just the person you’re responding to will see it. Your other followers and members of the general public will be able to see how you respond to a variety of situations. Your conduct may influence their decision to work with you in the future as well!
Over to You!
Are you ready to take your social media engagement to the next level? Consider partnering with a social media management agency such as MYOB, which specializes in monitoring and engagement. We can help you develop a robust social media strategy that prioritizes customer service and maximizes your online presence.
With our expertise and resources, you can feel confident that your customers receive prompt and professional assistance whenever they reach out on social media. By partnering with MYOB, you can focus on running your business while we handle all aspects of social media management. Contact us today to learn more about how we can elevate your social media presence and drive business success.
Consider the following situation… You are a small business owner eagerly awaiting customers after a long weekend. You’ve stocked up on supplies, your team is ready, and you’re eager to start the week. But as the morning progresses, you notice that very few customers are coming in.
What could be the problem? The surprising answer could be related to outdated online information. Perhaps your business hours or address haven’t been updated on popular search engines or review sites, which could be leading potential customers astray.
Regularly reviewing and refreshing your online information is a must to make sure your customers always have the most accurate details. By keeping these details current, you can potentially avoid embarrassing situations like this from affecting your business in the future.
Why You Should Maintain an Up-to-Date Online Presence
Think of your online presence as your virtual storefront. It’s the first impression customers get of your business. And if that impression is outdated or inaccurate, it can have a significant negative impact.
Many people rely heavily on the internet to research businesses and make purchasing decisions. If your online information is outdated or incorrect, it can lead to confusion and mistrust among potential customers. To stay competitive, it is essential to assess and refresh your online profiles, website, and social media channels on a regular basis.
Key Impacts of Outdated Online Information
Lost Customers: Customers who find inaccurate information on your website and social media, including incorrect or missing business hours, may decide to go somewhere else. This can result in lost revenue and a negative reputation for your business.
Damaged Reputation: Inconsistent information can damage your business’s reputation. For example, if a potential customer sees conflicting information about your product pricing on different platforms, they may question the credibility of your business. This could lead to a loss of trust and decreased customer loyalty. Additionally, outdated online information can affect your search engine rankings, making it harder for customers to find your business online.
Decreased Foot Traffic: Outdated online information can lead to fewer customers visiting your physical location. For instance, if your business hours are listed incorrectly on Google, customers may arrive when you are closed, leaving them frustrated or confused. This can result in decreased foot traffic and lost opportunities overall.
How to Keep Your Online Information Up to Date
Follow this guide to keep your online information accurate at all times:
Update Your Google Business Profile
Hours of Operation: Ensure your business hours are correct, especially for holidays and seasonal changes.
Closed Dates: If you’re planning to close for a specific period, use the “Closed” feature.
Local Posts: Use local posts to announce special offers, events, or temporary closures.
Update Your Website
Homepage: Consider adding a prominent notice or banner if you have temporary hours or closures.
Contact Page: Double-check your phone number, email address, and physical address.
Pop-up Notifications: Use pop-up notifications to alert visitors to any changes in your hours of operation.
Update Your Social Media
Bio: Keep your bio up to date with your current hours of operation.
Regular Posts: Use regular posts to announce any changes, such as holiday hours or temporary closures.
Story Highlights: Create a Story Highlight dedicated to your hours of operation, especially for temporary changes.
Send an eNewsletter
Inform Your Subscribers: Send a newsletter to inform your subscribers of any changes in your hours of operation.
Holiday Hours: Use your newsletter to announce your holiday hours well in advance.
Over to You
Maintaining up-to-date online information is vital for the success of your small business. By following these steps, you can ensure your current and potential customers always receive the most accurate details.
The experienced professionals at MYOB can help you manage your website, email marketing, and social media efficiently. We can also provide valuable insights and guidance on how to keep your online presence optimized for maximum visibility and engagement. Contact us today to learn more and get started.
Remember when Black Friday used to be just a distant American shopping frenzy? We’d see the ads, drool over the deals, and then head south of the border to snag those elusive bargains. But times have changed, and so has the Canadian shopping landscape. Now, Black Friday is a major event in Canada, with Canadian retailers across the country offering their own discounts and promotions to keep shoppers north of the border.
The Origins and Evolution of Black Friday: A Brief History
Black Friday began as a major shopping event held the day after Thanksgiving in the United States. In the past, retailers used black ink to mark down sale items, hence the term “Black Friday.” Shoppers often wait in long lines outside stores, sometimes for days, to take full advantage of these once-a-year deals.
On Black Friday, stores open early and customers rush in to buy popular holiday gifts and other must-have items before they are sold out or the prices return to normal. More recently, Black Friday traditions have expanded globally as well as online, with retailers offering significant discounts on a wide variety of products, including clothing, electronics, and even services.
A Canadian Take on Black Friday
Canadian retailers have also begun to recognize the potential for increased sales and have embraced Black Friday with open arms. We’ve adapted the American tradition to suit the Canadian market, offering enticing deals and promotions to keep Canadian shoppers’ dollars within our borders.
In Canada, Black Friday started gaining popularity in the early 2000s, as Canadian retailers began to adopt the American tradition of offering deep discounts and doorbuster deals. It has quickly become one of the biggest shopping days of the year, with Canadians flocking to stores and online retailers to take advantage of the savings.
With the rise of e-commerce, many Canadians now choose to shop online on Black Friday, taking advantage of the convenience and accessibility of online shopping. Despite the changing shopping landscape, one thing remains constant: the thrill of finding a great deal and snagging that must-have item at a discounted price.
Leveraging Social Media for Black Friday Success
Social media is a powerful tool to connect with your target audience and drive sales during Black Friday. In 2023, over a third of shoppers relied on social media platforms such as Instagram and TikTok to discover the best Black Friday deals. This trend highlights the growing importance of social media as a key tool for holiday shopping. Consumers are not only using these platforms to browse sales but also to seek product recommendations, reviews, and influencer endorsements.
By sharing posts about their sales and offerings on platforms like Instagram, Facebook, and TikTok, businesses can create anticipation and excitement around their Black Friday promotions. Engaging with customers through interactive posts, exclusive deals, and behind-the-scenes sneak peeks can help build buzz and drive traffic to your online store. Additionally, incorporating testimonials into your social media strategy can help reach a wider audience and increase brand visibility during the busy shopping season.
Here are a few tips to maximize your social media efforts:
Consistent Posting: Ensuring that you are consistently posting on your social media channels in the days leading up to Black Friday will keep your audience engaged and informed. This could include countdowns to your special promotions, teasers of what will be on sale, and reminders of when the sales will start. With a regular posting schedule, you can stay top of mind for customers and keep them excited for what’s to come.
Platform Selection: Choose platforms that align with your target demographic. For example, Instagram and TikTok are great for visually appealing products targeting younger audiences, while LinkedIn is ideal for professional services and B2B products.
Engaging Content: Create compelling content that resonates with your audience. Use eye-catching visuals, persuasive copy, and interactive elements like polls and quizzes.
Targeted Advertising: Use social media advertising to reach specific demographics and interests by using features like custom audiences and lookalike audiences. By targeting your ads based on demographics, interests, and online behaviours, you can increase the likelihood of conversions.
Over to You!
At MYOB, we can help you create and execute a comprehensive social media strategy, including content creation, ad management, and analytics tracking. From crafting engaging content to running targeted ad campaigns, we’ve got you covered. With our expertise and experience in social media marketing, we can help you drive traffic to your website, increase brand visibility, and ultimately boost your revenue. Let us handle the heavy lifting so you can focus on other aspects of your business during the busy holiday season and beyond. Contact us today!
Imagine this: It’s the beginning of November, and you’re getting in the mood for Christmas. The air is crisp, the decorations are appearing in the stores, and everyone is getting in a festive mood. You’re sitting at home, cozy and warm, scrolling through your Instagram feed. And there it is: a post from your favourite local bakery that catches your eye. It’s a mouthwatering image of a freshly baked Christmas cake, accompanied by a heartwarming message about the joy of holiday traditions. You can almost taste the sweetness. And you want that cake! So, you pick up the phone to call, or you visit the bakery’s website and place your order.
This is the power of holiday social media marketing. When done right, it can create a lasting impression on your audience and drive sales. But with so much competition, how can you make your posts stand out?
The Holiday Hustle: Timing is Everything
Most people start the transition to Christmas after Remembrance Day. This means that you should start planning your content well in advance.
Think about creating engaging posts that highlight your holiday offerings, such as special flavours, discounts or festive decorations. Include holiday-themed images or videos to catch the attention of your audience. Consider running promotions or discounts, in addition to incorporating holiday-themed images or videos, to catch the attention of your audience. Careful planning and timing of your holiday social media marketing efforts can significantly impact your business during the holiday season.
Unlock Holiday Social Media Success with These Tips:
One important aspect of holiday social media success is staying consistent with your brand’s voice and aesthetic, as this helps to maintain a cohesive image for your business.
Engaging with your audience through social media activities like asking questions, running polls, and encouraging comments fosters a sense of community around your brand during the bustling holiday season.
Using popular holiday hashtags in your posts can boost visibility, reach a wider audience, and drive more traffic to your business.
Offering exclusive deals or discounts on social media during the holidays can create a sense of urgency among consumers and motivate them to make purchases from your business.
Sharing behind-the-scenes content on social media gives followers a unique look into how you prepare for the holidays, helping to humanize your brand and build trust with customers. Remember that quality content is key—don’t sacrifice quality for quantity when posting on social media platforms.
Is it Worth It? The Numbers Speak for Themselves
According to a survey conducted by Sprout Social Pulse in Q4 2024, 89% of shoppers believe that social media content from brands influences their holiday purchase decisions. 42% of consumers intend to use social media more this year than last year to find gifts, highlighting the importance of social media marketing in your holiday revenue strategy.
It’s clear that social media plays a crucial role in influencing consumer behaviour during the holiday season. With nearly 9 out of 10 shoppers admitting that brand content on social media affects their purchasing decisions, it’s more important than ever to have a strong presence on these platforms. Crafting high-quality content that resonates with your target audience allows you to connect effectively with customers and boost sales. Never underestimate the power of social media in boosting your holiday revenue—the numbers speak for themselves.
Need Help with Your Holiday Social Media Strategy?
At MYOB, we can help small business owners create engaging and effective social media content. From crafting compelling captions to designing eye-catching visuals, our experienced team can help make your holiday marketing a success. Our team can also share your engaging social media post any day and any time—even on a holiday!
Are you ready to deck the halls of your social media feed? Let’s chat! We’re ready to help you start planning your holiday social media campaign today!
