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Posts Tagged ‘Public Relations Online’

Tips to Cut out Customer Criticism

Friday, November 28th, 2008

Kelly Kilpatrick offers some helpful tips on how to positively influence your customers and avoid negative publicity online.

There’s a lot to be said about the state of affairs of online businesses today – they get a ton of free publicity, both the positive and the negative kinds, thanks to the proliferation of social networking sites and blogs on the Internet. It seems that everyone is keen to share his or her take of just about anything and everything. No issue is taboo, no tradition too sacred to be made fun or criticized. And so we have a new breed of customers who are willing to air their grievances, whether real or perceived, in public, little thinking of the consequences of their actions.

Online businesses are sometimes ruined by the nature of these criticisms, especially if they’re made by people with considerable clout online and if they’re made by one too many people. There are times when a company starts its own blog or Twitter account to monitor and respond to people making negative comments about them, trying to minimize the damage before it’s too late. But the World Wide Web is an endless ocean, and the task of monitoring every single bit of information or misinformation is harder than finding a needle in a haystack, and this is why companies should focus on taking a different route in tackling disgruntled customers:

  • Trying to please everyone is a huge mistake: Businesses must realize that if they’re going to try to please each and every person who is relevant to them in some aspect or the other, they’re going to end up pleasing nobody. The focus should instead lie on addressing faults at the very beginning, to make sure that they do not happen. Prevention is after all better than acure, so by making sure the customer is happy when he or she completes a transaction with you, you could save yourself loads of trouble.
  • Knowing your faults is an asset: It’s ok to make mistakes; what’s not ok is to ignore those mistakes or not admit them as your own. Once you acknowledge that an error has occurred, you’re automatically looking to rectify the error, which is a positive task. But as long as you don’t admit to the mistake, you’re never going to set things right. You don’t have to cry about spilt milk, but if you close your eyes and hope it will disappear by itself instead of cleaning it up, you’re fooling only yourself.
  • Influence your customers positively: The best way to do this is to provide quality goods and services at the right prices. Customers are not going to grumble even if you do charge a bit more than the competition as long as they know they’re getting a premium product or service. They also expect to be treated with respect and honesty, so even if you’re initially successful using underhand tactics, it’s a situation that’s not going to last long.
  • Do the unexpected: Give your customers reasons to stay with you, especially when the competition is trying its best to lure them away. You don’t have to go out of your way to ensure that they remain loyal to you, a few small courtesies work wonders too. A friend of mine was both pleased and surprised when a customer service agent of a company whose services she subscribed to called her just to thank her for using their products. There was no marketing pitch and no pressure, just a random courtesy call.

This post was contributed by Kelly Kilpatrick, who writes on the subject of web learning versus class learning. She invites your feedback at kellykilpatrick24 at gmail dot com.

Managing Your Online Reputation

Monday, June 30th, 2008

Online Marketing with RSS Ray and RSSRay.com announces a new episode that you do not want to miss.

Fionn Downhill, President & CEO of Elixir Interactive

Show Date: July 2nd, 2008 at 6 PM Eastern 3 PM Pacific

Show Topic: Managing Your Online Reputation

Show Guest: Fionn Downhill, President & CEO of Elixir Interactive

How to Listen: Live on wsRadio.com or available by Podcast on iTunes or by RSS Feed.

Guest Biography: In addition to her work with the Search Engine Marketing Professional Organization (SEMPO) Fionn is President and CEO of the recently renamed Elixir Interactive, formerly Elixir Systems. Her Scottsdale Arizona based company is a consulting firm that specializes in building internet applications. They are experts in the field of organic search engine optimization (SEO) and public relations. They provide customized online marketing plans using organic SEO, paid advertising, and online public relations. They have developed their own proprietary software to track ROI and reduce CPA. She believes that the cornerstone of Elixir Interactive is delivering value and ROI to her clients.

Sample Questions:

What are the benefits or correctly managing your online reputation?

How do you identify the websites that will be most influential to your reputation?

How can you encourage your customers to provide positive feedback online about your company?

RSS Ray’s Comments: “A single unhappy customer with an axe to grind against your company is all it takes to ruin your online reputation. I expect Fionn’s insight on reputation management to really help companies of all types to recognize the significance of this field and learn how they can strengthen their own image online.”

How You Can Use Blogs and RSS Feeds To Build Your Brand

Wednesday, April 16th, 2008

Communications, marketing, and public relations expert Sally Falkow will be RSS Ray’s guest for this weeks show. Listen in as RSS Ray grills Sally on how to use blogs, and RSS feeds to build your brand and create your unique message. Sally, a recognized expert in social media, says that the best way to build a brand is to create a solid platform from which to launch a brand statement and positioning. She will explain that in detail and give tips that will get you on the road to building your own brand.

Branding is not just for the big companies with millions to spend on brand building campaigns. Today with social media, blogs, and RSS Feeds, you can effectively compete even with a limited budget. These new media have effectively leveled the playing field so that anyone can create a brand that customers will remember, even a very small business.

Follow these New Rules for Online Success

Monday, July 16th, 2007

David M ScottMarketing is not what is use to be. The rules have changed. So what are the new rules? What do you need to know to be successful in marketing?

This weeks guest David Meerman Scott is the author of the bestselling book The New Rules of Marketing and PR: How to Use News Releases, Blogs, Viral Marketing and Online Media to Reach Buyers Directly. He will be discussing these new rules for online success.

Listen to this weeks show on Online Marketing with RSS Ray 10am Pacific/1pm Eastern.

Enthusiasm in Following-Up (and how!)

Friday, June 22nd, 2007

Here’s a interesting article from Wednesdays guest Richard Laermer CEO of RLMpr and author of Punk Marketing (Collins), co-written with Mark Simmons.

There’s a breed of PR people that can get the meeting, do the interview and chat up journalists all day long. They have an anemic press book; the buzz meter isn’t reporting the faintest blip. This shortfall in coverage reflects a disinterest in following up. Getting the meeting is exciting, sure, but closing the deal and getting the coverage is the big payoff. To get there, you have to be aggressive with the follow up.

One of the secrets of fantastic PR is knowing that if you want to read what you’ve pitched, you’ve got to work it until it goes to the presses. If you’ve got the best three-point average in the NBA or you’ve just run down a dozen people in suburbia, don’t worry—the press will want the story, no pitch needed. If you’re the one asking for the coverage though, you have to follow up to keep the journalist as excited in your big idea as you are to get the story filed.

What can kill your story after an interview? Hundreds of factors. One is that a journalist might like your story, but there’s too much research that needs to be done and not enough time to do it. Make sure that at the conclusion of any interview, you get a list of deliverables, things you need to send to the reporter so their job can be done. By doing the legwork, you’ve increased the likelihood of the story running ten-fold.

Another story sinker is that another pitch crosses the transom, and that PR person is just a better sales person. This job is a battle of the personalities. You need to stay in front of the person you’ve interviewed with so they don’t forget you, so that you’re top of mind. Never give them enough time to be distracted. It they are, the first three paragraphs they’ve drafted will land in the “to do” pile and die a painful, miserable death.

Recently, I gave a “class” where the topic was how to pitch. In my opinion a pitch has to be passionate and if you don’t truly care about what you’re doing find a way. Get a better angle, go for broke and have some fun with it; don’t just say this is my client and that’s what they do. So in the discussion in front of seasoned pros, a woman stood up and said “Yeah but I am a sales person at heart. I can fake anything.” My response: “Sure. You can’t fake passion.” I stand by it.

But passion isn’t all that kills your chances here. More times than not, a story dies because journalists expect you (or your PR agency) to keep on them. If you don’t, they figure it just wasn’t as important as they thought it was. Getting through the interview is just one step of PR, not the end goal. After your conversation, you need to shift gears to get to that highly circulated finish line so continue to forward the journalist relevant material, ask them questions and for Pete’s sake…stay in touch.

That’s not all.

On the Badpitchblog (badpitch.blogspot.com) that I run with Kevin (Strategic PR) Dugan a lot of eager participants took issue with this. One said when he was a former CNN person who emphatically felt: “I was almost always sold on a pitch based on what my reaction was initially, not by going back to it days later after being reminded about it from a PR pro.”

Another dude told me I was really pretty darn wrong: “If you keep calling them you’re just going to end up frustrating them.”

My favorite one in this hardy batch: “I’ve dealt with journalists who have gotten pissed off when I follow up my initial pitch and journalists who have been offended when I did not follow up at all.” (One lady whom I respect said in the forum: “Last week a high level journalist actually did tell me that I don’t call him enough to follow up …. It was a highlight moment for my ego.”)

And, finally, the one I need to comment on: “If a reporter decides that you’re going to be difficult, you might—MIGHT—get that story published, but good luck ever getting them to return your calls after that.”

People, what is difficult? At our firm we are subscribers to PHONE KARMA. Everyone is calling or mailing people all the time—and not once. It’s hypocritical for one to say “we are difficult” when aggressive folks are just that: true to form and unwilling to stop for anyone’s silly opinion of them.

With that I ask: What’s your sentiment, faithful reader? Let’s do this debate right.

Spotting and Driving Consumer Trends: How to Get Results

Monday, June 18th, 2007

Richard LaermerOur first guest this week on Online Marketing with RSS Ray is Richard Laermer, CEO of RLMpr and author of Punk Marketing: Get Off Your Ass and Join the Revolution. RLM Public Relations is a full-service PR firm recognized for trendSpotting the ability to place the clients ahead of the trends. RLM’s “Full Frontal PR Approach” using aggressive PR tactics aligned with your corporate strategy to maximize your business goals.

Thought PR was just another way to get your message out? Media events, guerilla marketing or on-site trade shows: find out how to spot consumer trends, and with the right PR tactics, initiate change and drive those trends.

Richard is a recognized authority on media culture and hype. Your business can’t afford to miss his insights this week on Online Marketing with RSS Ray 10am Pacific/1pm Eastern.

Award Winning Websites and the Web Marketing Association

Monday, May 7th, 2007

William RiceThis week on the Online Marketing with RSS Ray is William Rice, president of the Web Marketing Association and a founder of the annual Web Award competition. The Web Marketing Association (WMA) was founded in 1997 to help set a high standard for Internet marketing and web development. It’s made up of volunteers in marketing, advertising, public relations and web design professionals from around the world who share a passion for improving the quality of advertising, marketing and web site development on the Internet.

What’s the difference between a good website and a great website? As an internet marketing professional, learn what you should strive for with your website marketing and design efforts this Wednesday May 9, 10 am Pacific/1 pm Eastern on Online Marketing with RSS Ray.

Effective Public Relations Tactics to Reach US Latinos with Christine Clavijo-Kish

Monday, April 16th, 2007

Christine Clavijo-KishHispanic PR Wire (HPRW) is the premier news distribution service reaching U.S. Hispanic media, organizations and opinion leaders nationwide. HPRW has the industry’s most comprehensive, targeted and efficient press release distribution to U.S. Hispanic and Puerto Rico media nationally or regionally by state or local market.

This week’s guest on Online Marketing with RSS Ray is Christine Clavijo-Kish CEO of LatinClips and co-founder of HPRW. Christine has spent more than 10 years as a public relations and marketing practitioner and is an expert in developing multicultural, multilingual strategies and promotions for the U.S. Hispanic and Latin American markets.

To learn more about Hispanic PR Wire and how to effectively target the Hispanic consumer, listen to Online Marketing with RSS Ray this Wednesday April 18th at 10am Pacific/1pm Eastern.

Public Relations in the Internet Age

Monday, May 8th, 2006

San Diego, CA-May 8, 2006
WS Radio.com, a free, internet business talk radio network, announces an exclusive interview with Sally Falkow and Rok Hrastnik, authors of the new book The Power of Online Syndication in Public Relations on Online Marketing with RSS Ray, May 10 at 10:00 a.m. PDT. Covering the best in internet marketing Best Practices, blogging, podcasting and RSS marketing, “Online Marketing with RSS Ray” brings world class internet marketing experts to today’s savvy internet marketer.

In this exclusive interview with “Online Marketing with RSS Ray”, Falkow and Hrastnik will be discussing the role which public relations is playing in the internet age and will also be talking about their new book, The Power of Online Syndication in Public Relations.

Sally Falkow is recognized as one of the leading web site and Internet marketing strategists in the U.S. She is the President of Expansion +, a leading Internet marketing and online PR agency, as well as a co-developer for PRESSfeed, a content management and RSS service for marketing and PR purposes. Sally is also an accomplished public speaker and author of several books including WebSense: Effective Web Strategies for Entrepreneurs.

Rok Hrastnik is currently serving as the International Internet Director at Studio Moderna, the leading direct marketing company and network in Central and Eastern Europe. He has been recognized as the top RSS marketing expert by renowned marketers, including Debbie Weil (author of ROI of Business Blogging Starter Kit), Annie Jennings of Annie Jennings PR, Roger C. Parker (author of bestsellers such as Relationship Marketing on the Internet) and many others. Hrastnik has spoken frequently on the topic of RSS, and has also written the critically acclaimed e-book Unleash the Marketing & Publishing Power of RSS.

“Public relations is well established as an important part of any company. Knowing how to transfer those relations to the internet can really help to improve your company’s position in the marketplace,” stated RSS Ray, host of “Online Marketing with RSS Ray.”

“Online Marketing with RSS Ray” airs live each Wednesday at 10:00 a.m. PDT on WS Radio.com. All programs are available immediately upon completion of original broadcast in podcast format at http://www.wsradio.com.

About WS Radio.com
WS Radio.com is the world-wide leader in internet talk, with over 1.2 million verified listeners each month. The network’s programming is also simulcast on the Sirius radio network. Its listeners are corporate executives, business owners, marketing managers and information technology directors from businesses of all sizes.

Listen to WS Radio.com or check out the station’s programming lineup at the station’s web site at http://www.wsradio.com.

Media Contact:
Lee Mirabel
888-327-0061

About “Online Marketing with RSS Ray”
”Online Marketing with RSS Ray” is thee voice for today’s savvy internet marketers. Focusing on business Best Practices for internet marketing, blogging, podcasting and RSS marketing, “Online Marketing with RSS Ray” is broadcast live each Wednesday at 10:00 a.m. PDT on WS Radio.com. The program is hosted by RSS Ray, a certified eMarketing specialist by the eMarketing Association.

Program Media Contact:
Dale Knauss
602.703.2307
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Internet Marketing Specialist Sally Falkow Today on the eCommerce RSS Radio Show

Wednesday, January 18th, 2006

Want to better understand internet marketing or get more out of your present internet marketing efforts? Then join us today at ten a.m. Pacific for the eCommerce RSS Radio Show on WS Radio.com. Internet marketing expert Sally Falkow will tell you how to make the most of your internet marketing efforts, and explain the use of emerging marketing channels such as blogs and RSS.

Sally is the owner of both Expansion +and PRESSfeed. She has created effective internal and external communication strategies for both large and medium sized enterprises for 25 years.

Since 1999 Ms. Falkow has translated her extensive experience in communication to the Internet and is now recognized as one of the leading web site and Internet marketing strategists in the U.S. Her main interest is in the shift in media consumption and how new technology is affecting the practice of public relations.

Her web audits and internet marketing strategies using RSS feeds, blogs and optimized press releases have kept her clients on the forefront of technology. She is certified as an Accredited Public Relations Practitioner by the Public Relations Society of America and has authored several books on website marketing strategies and the use of new technology in PR. She has lectured in Communication Theory, Public Relations Strategy and Consumer Behavior at the University level. She is in demand as an expert speaker on online news, blogs and RSS are influencing online PR and marketing. She can be contacted via her firm’s web site.

Join us today at ten a.m. Pacific for the live broadcast of the eCommerce RSS Radio Show on WS Radio.com, the world-wide leader in internet talk.

Blogging for Business Participation in the “Live Web” Environment

Wednesday, January 11th, 2006

Doc Searls was today’s guest on the eCommerce RSS Radio Show and shared insight’s beneficial to all who use and market via the internet.

Doc advised us to understand that people are producers of information in today’s live web environment and that marketers no longer dictate or control the conversation or marketing messages. Doc stated that businesses need to participate in these conversations through the use of blogs.

Doc responded to my question by stating that participating in communication through encouraging employee blogs and tracking blog activity is one of the smartest things your business can do.

Doc warned of the threats posed to consumers and marketers by broadband carrier attempts to place controls and tolls upon the internet. He discussed the increased costs and potential barriers to businesses, and cited possible impacts to a company like Google, as an example, if broadband carriers impose controls on the net.

DRM occupied some of the conversation between me and Doc and his thoughts coming out of the Consumer Electronics Show.

You can obtain a copy of the show with Doc free by clicking here.

The eCommerce RSS Radio Show is live every Wednesday at 10:00 a.m. Pacific on WS Radio.com, the world-wide leader in internet talk.

Blogs and RSS for Effective Internet Marketing with Sally Falkow

Thursday, January 5th, 2006

Join us for this high impact show for effective internet marketing with blogs and RSS. We’ll be joined by Sally Falkow an international expert regarding internet marketing and owner of both Expansion+ and PRESSfeed. Ms. Falkow has created effective internal and external communication strategies for both large and medium sized enterprises for 25 years.

Since 1999 Ms. Falkow has translated her extensive experience in communication to the Internet and is now recognized as one of the leading web site and Internet marketing strategists in the U.S. Her main interest is in the shift in media consumption and how new technology is affecting the practice of public relations.

Her web audits and internet marketing strategies using RSS feeds, blogs and optimized press releases have kept her clients on the forefront of technology. She is certified as an Accredited Public Relations Practitioner by the Public Relations Society of America and has authored several books on website marketing strategies and the use of new technology in PR. She has lectured in Communication Theory, Public Relations Strategy and Consumer Behavior at the University level. She is in demand as an expert speaker on online news, blogs and RSS are influencing online PR and marketing. She can be contacted via her firm’s web site.

Doc Searls-January 11th

Monday, January 2nd, 2006

Join us January 11 at ten a.m. Pacific when Doc Searls appears live on the eCommerce RSS Radio Show.

Doc will be discussing what businesses need to know for successful communications in today’s live web environment. We’ll also be discussing the “threats” posed to today’s open web environment and what the impacts could mean for marketer’s everywhere. Doc will be available to take listener calls as well.

Here’s some more information about Doc:

Doc Searls is a writer, speaker and consultant on topics that arise where technology and business meet.

He is the Senior Editor of Linux Journal, the premier Linux monthly and one of the world’s leading technology magazines. He also runs the new Doc Searls’ IT Garage, an online journal published by Linux Journal’s parent company, SSC.

He is co-author of The Cluetrain Manifesto: The End of Business as Usual, a New York Times, Wall Street Journal, Business Week, Borders Books and Amazon.com bestseller. (It was Amazon’s #1 sales & marketing bestseller for thirteen months and sells around the world in nine languages.)

He also writes Doc Searls Weblog. J.D. Lasica, author of Darknet, and proprietor of ourmedia calls Doc “one of the deep thinkers in the blog movement.” Doc’s blog is consistently listed among the top few blogs, out of millions — by Technorati, Blogstreet and others.

In August, 2005, Doc recieved the first annual Google O’Reilly Open Source Award for Best Communicator.

As a writer, his byline has appeared in OMNI, Wired, PC Magazine, The Standard, The Sun, Upside, Release 1.0, Wired, The Globe & Mail and many other publications.

A former radio personality, Doc has appeared on TechTV, CNBC, CNet Radio, and many networks and stations. He is a regular on The Linux Show and The Gillmor Gang podcast.

Doc has consulted and/or held workshops for Johnson & Johnson, Microsoft, Migros, Nortel Networks, Sun Micrososystems, Xoriant, Borland, SpikeSource and many other companies.

Doc’s marketing background dates from 1978, when he co-founded Hodskins Simone and Searls, which became one of Silicon Valley’ leading advertising and public relations agencies. (HS&S was sold to Publicis Technology in early 1998.) Doc’s marketing consultancy, The Searls Group, began as the public relations side of HS&S. Over the years he has worked with Hitachi, Sun, Apple, Nortel, Borland, ArrayComm , Motorola and other leading companies, in addition to many start-ups.

Doc is also in much demand as a speaker. He has been a keynoter, a featured speaker or a panelist at countless events and trade shows: Digital ID World, O’Reilly’s Open Source and Emerging Technology Conferences, eCom eXpo, Les Blogs, Reboot, Supernova, LinuxWorld Expo, SOHO Summit, Government Technology Conference, CES, Comdex, Desktop Linux Summit, Linux Lunacy Geek Cruises, BloggerCon, First Tuesday/Zurich, JabberCon, PC Forum, Seybold, Linux Lunacy Geek Cruises, Syndicate and Demo.

Doc’s insights are sure to be enjoyed. Hear what he has to say during what is sure to be a lively and informative interview for any marketer in today’s live web environment.

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About Our Radio Show

Online Marketing with RSS Ray is a weekly radio program about internet marketing best practices. It is carried live on wsRadio.com, the internet's leading talk station with more than 3 million listeners. You can listen live Wednesdays at 1pm Eastern/10am Pacific or get free podcast versions of the show.

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