In my recent discussion with Martin Brossman, I mentioned the concept of “digital shrinkage.” For those of you not familiar with the retail term “inventory shrinkage,” it might be good to get that baseline definition: The loss of inventory that can be attributed to factors including employee theft, shoplifting, administrative error, vendor fraud, damage in transit or in store and cashier errors that benefit the customer. In the traditional retail industry, shrinkage is calculated and accepted as a cost of doing business. It can be mitigated with checks and balances, but for the most part, retailers accept that 1 to 3%
Just a quick note to let you know that my new book, Repped: 30 Days to a Better Online Reputation, is currently on sale for just $0.99 for the Kindle version. If you’ve not yet picked up a copy, I promise you’ll find at least one lightbulb tactic that will be worth the dollar you spent. You’d better hurry though. The sale ends tonight! Grab your copy here.
We know how much you care about your online reputation, so we thought we’d share this video packed with 50 minutes of free advice. http://youtu.be/hmOY2ZquKWM Thanks to Martin Brossman for conducting the interview. You can get an index of topics here.
The Washington Times has a piece that highlights the importance of not only realizing the dangers of bringing politics into your business decisions, but the dangers of making a decision that simply appears political. As Ben Carson describes, the former CEO of Costco “made no secret of his profound admiration for President Obama and his policies.” So, when a new book criticizing the president was pulled from Costco’s shelves, many customers assumed it was a politically motivated decision. That wasn’t the case: Because of Mr. Sinegal’s very public support of Mr. Obama, the recent withdrawal of the book “America: Imagine a
When it comes to spreading the word about your local business’s great reputation, asking customers to recommend you is not the way to go. Your impressive Facebook Page, parallax scrolling website, and funny Instagram pics are not going to improve your online reputation without something solid to back it up. According to BrightLocal, consumers recommend local companies primarily based on whether they were reliable and professional: On the flip side, consumers researching local businesses are becoming more discerning. Compared to 2013, consumers are reading more reviews before they feel they can trust a local business: Lastly, for those of you
That sleazy joke. The one that just came to mind while you have Twitter open? Yeah, just don’t! (via Beta21)
After Delta took a beating on Twitter for its World Cup tweet, you’d think that other companies would learn from their lesson. I guess KLM was at lunch, while the rest of the world took offense, because, after the Netherlands beat Mexico in the World Cup, it posted this to Twitter: Now, I’ve said this many times before, but I’m going to type it really slow, so that it sinks in It’s not your own audience that you need worry about offending, it’s everyone else. Time and time again, we see companies that post something that I’m sure the social media
There I was, enjoying my deviled eggs, mac & cheese, and every other type of food that probably shouldn’t be sitting out all day in warm weather, when I heard an interesting story about reputation management. Granted, Tennessee family reunions normally consist of tales of 10-point bucks that got away, summers playing in creeks, and how uncle “so and so” first met “your aunt southern belle.” When the story of reputation, credibility, and the effect of giving away something for free, came up, I was as shocked as anyone. Here’s how the story was told: When a particular family member had
When my friend Tony sent me an email suggesting that Restoration Hardware might make a good topic for a blog post, I almost dismissed it. Gah!@RestoHardware is still at it I see. Massive paper dump on my doorstep. pic.twitter.com/G1YYeuizMU — Tony Spencer (@notsleepy) June 5, 2014 After all, it’s not the first time someone has received a catalog they don’t remember requesting. Fortunately, Tony included links to what others were saying on Twitter. It then became pretty clear that the company had bet big time on a mailing strategy that was backfiring–with no one from the company on Twitter to
This infographic sums up the disparity between brands and customers, when it comes to social media responses. 80% of brands believe they provide great customer service via social media, while 92% of consumers disagree. The biggest gripe? Slow responses… (via Brickfish)