ScienceDaily (Aug. 24, 2010) — Companies hoping to benefit from the emergence of online tools, such as social media, blogs, and wikis, must develop ongoing relationships with their customer and encourage interactions between customers. When customers see that a company is devoting resources, effort and attention to enhancing relationships, they are more likely to become advocates for that company’s products or services, new business research finds.

Customers are no longer passive consumers of goods and services, they expect to play a role in the creation, manipulation, and evaluation of digital content. This shift in attitude is epitomised by online photo galleries, such as Flickr and Picasa Web Albums, by the social networking tools such as Facebook and MySpace, and by the advent of blogging, citizen journalism and platforms such as Twitter.

According to Hanna-Kaisa Ellonen and Miia Kosonen of the School of Business, at Lappeenranta University of Technology, in Finland, it is so-called Web 2.0 in particular and, more broadly, social media that have empowered customers to participate and engage in interaction with fellow customers and the companies offering products and services. The shift has led increasingly to customers using various types of discussion forums and blogs to exchange opinions and product information, and information resources, such as Wikis, to publicly edit content, regardless of the company’s presence or otherwise.

Companies that are rising to the challenge of social media can successfully engage in this conversation, they explain, and there are many examples of organisations from computer companies to online shoe sellers that have done so. Ellonen and Kosonen point out, however, that while there are several isolated examples of companies successfully adopting a social media strategy as part of their marketing and customer services, the concept is still rather novel and little scientific research in the business arena has been done to reveal how interactions between company and customer function at the social media level.

Writing in the International Journal of Electronic Marketing and Retailing, the researchers explain how they hoped to remedy this situation and to identify and categorise different types of social-media-mediated interactions as well as to explore how such interactions support customer collaboration to mutual benefit of customer and company. As such, the team conducted a comparative case study by looking at four communities from the media industry operating with different social-media applications including wikis, blogs, discussion forums and an online forum for short messages. The areas investigated were a global comic magazine, a dieting community, a local newspaper, and a business daily.

The team found that the type of interactions between customers and the companies involved in each case area are related to the diversity of the different forms of customer collaboration possible.

“The Dieting Community interactions mainly represented the relationship-oriented mode and in this case, customers collaborated virtually in the idea generation for product improvements, testing, giving peer support, exchanging information about customer values and needs, content production and maintaining the quality of the product,” the team explains. “Business Daily and Comic Magazine operated in both interaction modes and benefited from virtual customer collaboration in relatively many ways, while local newspaper, which only operated in the instrumental mode, allowed fewer collaboration opportunities.”

The team adds that one lesson company managers must learn if they are to improve customer relations and sales through social-media applications is that they must play by rules of social media and treat customers as equals. This is something new that companies need to learn in order to benefit from social media in their customer relationships, the team says.

Story Source:
The above story is reprinted (with editorial adaptations by ScienceDaily staff) from materials provided by Inderscience, via AlphaGalileo.

So, I started this little company, met Tom and we decided to formalize this company by incorporating it and then did all the steps necessary to be a bonifide business. Tom, the President of this company and me, have a plan for what we want this company to be and do. It is a good plan, and it should work very well. Fortunately, this plan has contingencies built into it and one of them is being open to change and being flexible. My mantra for many years has been “the only thing constant in the universe is change”, and that is what this entry is about.

Sure enough, within a few months we were presented with an opportunity that initially did not seem to fit into the “big plan” we had agreed upon. After analyzing it and discussing it, we realized that it did fit in and actually helped us to move ahead on our “big plan” a little faster than we expected.

Every business opportunity that is placed before you can help you. Sometimes it is not an opportunity that you are interested in pursuing, but by simply doing your investigation you can learn about other types of business and even add some new functions, features or benefits to your business that will improve your business.

Always be open to change, but always guard against a change that will be detrimental or even catastrophic to your business.

Each time you look at an opportunity, participate in an opportunity or just evaluate an opportunity, you are moving forward and eventually you will get to your planned destination, and then you can say, “yes, we are there”.

New business is the lifeblood of any professional services organization. A filled pipeline of future clients or projects is essential for the growth and, in some cases, even the continued existence of smaller firms.

The task of bringing in new clients and projects usually falls to the firm’s “rainmaker,” an individual fortunate enough to combine technical expertise with a natural ability to network, attract new business and find prospects. As a marketing manager for an international accounting firm I saw these “rainmakers” rise to leadership and ownership positions.

But what about those who don’t possess these natural skills? Are they doomed to lesser positions or owning smaller firms that don’t grow?

I don’t think so, and here are four strategies for becoming a “rainmaker” even if you aren’t the life of the party and don’t see yourself as a new business generator.

1. Join groups and get involved in committees and panels that allow you to show your dedication and ability, but don’t rely upon overt showmanship. For instance, in a group like a Chamber of Commerce, don’t rely upon networking events to meet new prospects, but volunteer for a communications position, for instance, that allows you to interact with members in a less pressured situation. Find positions in which you have to talk to members on a continuing basis about the group’s functions. You’ll get to know more people and they will get to know you and your firm.

2. Become a local authority. In our information age, the ability to inform your potential audiences is a great asset. Volunteer to write a column for a local newspaper, a local community web site, or other media. You could also send a note to your local television or radio station telling them about your firm’s particular expertise and that you would be available to comment on any story that needs your input. If you don’t do it someone else will. You can also show your expertise through a recurring newsletter sent to your firm’s prospect and client lists.

3. Concentrate on referrals. One of the possible pitfalls for natural “rainmakers” is they may be more intent on finding new clients rather than serving their current clients. That’s where you come in. It is a truism that there is no better advertising than satisfied clients. By concentrating on giving every one of your current clients the best in service, you will be building future business. One more thing: be sure you ask for referrals. It’s not unprofessional or beneath anyone to ask if your clients know anyone else that might benefit from your service. It’s just good business.

4. Use the web. Of course, everyone has a web site and there are millions of sites out there. But you want all those prospects who have met you in the course of your volunteer work, read about you in a newspaper or been referred to you by a current client, to have a source of information on you and your practice at their fingertips. You don’t have to spend thousands of dollars. Just get a web site set up, add a couple of simple pages that outline your expertise and make it easy to contact you. Then give your web address to everyone you encounter and you will be selling 24 hours a day, without having to shake a strangers hand once.

Ultimately, success depends on how each of us makes use of our abilities. Born “rainmakers” get out and meet new clients in a way that is appropriate for them. But if you aren’t a rainmaker, don’t despair. Simply use those marketing and selling techniques that make best use of your unique personality and expertise to build your business.

We are ready for your business. We are trying to completely re-build, re-model and re-invent our business model. We have found our niche and it is working. Our customers and clients are thrilled with the results we provide. Look around this Blogsite and check out our customer list. Again, if all the functions don’t work perfectly when you are on this Blogsite, we are building this site in cracks-of-time as we spend most of our time on the customers and clients projects.

We can…

Build a Website, a Blog / Blogsite, set up a Social Network site, both public and captive, set up custom Twitter Pages, custom Youtube pages, create, direct and produce Videos, set up Email Marketing campaigns, produce Email Newsletters and set up Autoresponders, we can set up custom short URLs for all your Website or Blog pages, we can setup your Social Network accounts and manage them, we can even be your strawman and totally manage your Social Network and Social Media campaigns.

I guess you can conclude, WE DO IT ALL!

I am a member of Bizzingle Social Network, amongst others. Yesterday I posted a blog on “Concessions through Obligations”. Since it is unwise to copy a posting, here is the LINK to my Bizzingle page. In a nut shell it shows you how to do “Top down selling…” as observed  by Jon Blackmon, co creator of Bizzingle. I have taught this techinique over the years and a recent study conducted by psychologists has confirmed this technique as viable. Check it out, I think you will enjoy it.

The highest calling is to serve another person. Think about that. A soldier serves the people of his country, unselfishly, and sometimes makes the ultimate sacrifice in their service to us. I would like to use a politician as an example, but I can’t. If there were any Statesman serving, I could.

How can I segue to this article without demeaning those soldiers. I can’t. I ask for their forgiveness in advance and their understanding in trying to rally others into the cause of serving others, be it grand or trivial, serving is serving.

As a whole, Americans have almost lost the concept of service. Internationally, we are called ‘ugly Americans’ and mostly for our actions not our looks. When I was growing up, I joined the Explorer program, and was taught a bit about command structure and service and as a young employee, I was taught the art of customer service.

I am in my mid fifties and I must say that it is RARE when someone truly serves me. There are exceptions, but 90% of those that do a fair job to “serve” are doing it with a financial return for a motive.

What I am talking about is to truly serve another person. To do it without expecting anything in return. To truly serve, one must set their own issues aside and commit to making another persons life better. Again, this can be a grand service or a trivial service. Some of the most memorable service that I have received have been absolutely trivial but they made the most impact on me.

Here is an example, it cost them under $20 but the result was priceless; I used to travel a lot to and from a particular city and I used to stay in one particular Hotel just because they understood service. They were sneaky about it too. During my initial visit, the young lady that took my reservation asked some benign questions. Actually she was interrogating me, I just did not recognize it because she was GOOD at SERVING me. She asked where I was from and somehow she got the information from me about the local coffee shops and Pubs in Oregon (I am a coffee and beer snob, I live in Oregon!) and determined which brand of coffee I usually drank. The next time I stayed I had dinner at the resident eatery and the server asked me if I would like a cup of Allan Brothers coffee (My Favorite Brand!). I asked them when they started using a brand that was exclusively Oregon and he said that it was ordered just for ME! I was very surprised. He then asked me how I normally made my coffee, weak or strong? When I got up the next morning I saw that they put custom size coffee bags of my brand in my room so I could make 2 cups when I awoke in the mornings.

This small gesture was appreciated and it did not go unreported to the management. Someone in the hierarchy understood service.

To serve another is the noblest profession. Learn the art of service, and teach it to others. If you are a small business owner and you master the art of serving, your business will grow faster than you can imagine.

As you can see, I am rebuilding my company as Prehistoric Geek, I am re-pleding myself and my company to service, join me.

“It is the BIG CORPORATIONS that are DESTROYING AMERICA, they have powerful lobbyist and have too much influence!”

Really? The 545 or so elected employees of the 300 plus million employers DO NOT have to take the “pay-offs, loot, graft, accept bribes and gifts, reciprocate any favors”, etc. But we all know they do. So, IF THE ELECTED EMPLOYEES DID NOT TAKE THE MONEY, then the BIG EVIL CORPORATIONS would not have a need for lobbyists and this whole ridiculous argument would be moot.

Don’t blame the corporations, blame the idiots you keep electing. Some of them have been on the corporate payroll for 3 decades! WE delegate the authority and WE can remove the authority.

If you want LEADERSHIP in America, quit electing Lawyers/Politicians/Scoundrels into public office and put in successful Small Business Owners. If someone is running a small business SUCCESSFULLY in America, this person knows first hand the idiotic crap that is killing the economy, they know the insane laws that are killing progress, they know the asinine tax code that is robbing wealth and they know the local Lawyers/Politicians/Scoundrels that are fermenting this poison in America at the local level and where to nip it in the bud.

WE HAVE THE BEST CONGRESS MONEY CAN BUY!

Here is another stupid argument;

“GUNS KILL PEOPLE, GET RID OF GUNS”

Really? So, an inanimate object, a gun in this case, loads itself, cocks its own hammer, aims itself, and then pulls its own trigger? It is the PEOPLE that handled the gun that chose to kill someone. But this argument is now moot, the government has taken away the ammunition. Go and try to buy any ammunition today. Good luck.

I hear this mostly from the people that are always looking to make someone or something else the problem. These people refuse to take responsibility for anything they do, say or imply. These are the same people that want to take away free speech in order to protect free speech. I cannot pray in a public venue because my right to freely praise my deity offends their precious little ears. If you are not tough enough to handle my right to speak about my God, then maybe you are not tough enough to enjoy the right to criticize me. These are the same people that want to change America. Change it into WHAT? France?

If you do not like AMERICA, get OUT! There are Socialist nations that will gladly welcome you. We won’t keep you here against you will, we won’t hold it against you that you don’t like us, we will even set up volunteer organizations to come over to your house and help you pack your crap so you can hurry up and leave!

The “Small Business” is the foundation for the American economy, yet we are being ignored as constituents by our elected employees (politicians) and soon we are to be taxed out of business. Our elected officials are going to tax people making over $250,000 per year by eliminating line item deductions. For many Americans, that sounds good, make the rich pay more! Wait a minute, who is the rich… people making $250,000 or more? That is the threshold of being rich?

Let me tell you a little  story. A man decided to go into business so he could create jobs for his family and maybe some of his friends. He decided to start a small Landscaping and nursery company on a plot of land that he got from his dad and mom.

He purchased the startup equipment for $25,000 and bought $10,000 worth of plants and supplies to start the nursery. For 5 years he barely made enough to pay the bills, wages, taxes and insurance. Then he started seeing  more business and a little more profit and by year 10 he is grossing $1,500,000 a year. His net before taxes is $350,000. He puts about $260,000 in the bank and is living the American dream. He has 20 employees, his kids are going to college and he only works 60 hours a week.  He bought a nice Bass boat for $40,000, his only real splurge, and he feels good about his company and his future.

Then the tide turns and he is paying 25% more in health insurance, he is paying 20% more in taxes and he has lost 20% of his tax deductions which means he is now putting $160,000 in the bank and has increased his weekly hours to handle the paperwork plus additional expenses for additional services to handle the additional government bureaucracies .

“Wait a minute”, you say “He is making a lot of money, he can afford it!”

Really? That is a lot of money? Consider the risk and the hours he puts in week after week , year after year. He scrimped and the entire family pitched in for the first half a decade just to make enough money to survive, PLUS he employs 20 people who depend on the wages he pays them depends on the insurance he pays for them, contributes to their retirement accounts, and contributes toward the general well being in the community with the business taxes he pays. He is a Small Businessman, he took the risk, he did what few can do and now he is being penalized for being successful.

More work for less money? Is that the American way? Yup, that is the NEW American way!

Do you like your name? Some us do and some of us don’t. Would I change my name, probably, but my family would definitely not understand and so I won’t.

If your are a parent, then you know how hard it is to find that name that pleases everyone.

If you are a business owner, you may have struggled just as hard with a business name as you did naming your children. The main difference is that a business name needs to convey a message.

Specifically, a name needs to identify the type of business and still attract the attention of potential customers.

Unlike a personal name, you can have a by-line or motto that will help support your name choice.

Regardless, a good choice of a business name can make a business successful and a bad choice can definitely affect the success of business.

Use a Focus Group such as a few of your family members and friends. Take what they say in consideration and make a list of 5 or ten names and start working on these points when naming your business;

• Don’t use a street or city name, you may change location,
• Don’t name a business after you, when you sell it, it will cost you,
• Don’t be too specific or limiting,
• Don’t be too vague or general,
• Don’t make your business name obscure, hard to spell or pronounce,
• Don’t choose a name that can be construed as ‘misleading’ or implies you are licensed if you are not.

You will need a website for your business, an internet presence will be important, you also need to think technical when making a name choice, do consider;

• A web URL
• A Social Media username

As soon as you have a list of possible names, check and see if a domain name is available. Once you make your decision, reserve or secure  your domain name.

Tip: If your choice is available, register your name for .net, .com and .org if you can.

Next, consider all legal implications in a name. Each business entity has a designated and required name protocol and suffix. Some of your choices are; Corporations, S, C and Professional; Partnerships, General or Limited;  and then there is the obscure Business Trust. For all the details and specific forms contact your local secretary of state or equivalent.

Our disclaimer here is that you should consulting a lawyer with experience in business will make this process legal.

In closing, you will have t live with this name for a while, so pick wisely.

The above can be used as a measuring stick for any group or individual. I am in my mid fifties, I lived in Alaska for thirty years, left there, never went back, spent the last 20 years traveling and now living on the west coast. Why did I feel you need to know that? Experience. My experience.

One of my experiences is an ongoing legal battle over an injury. My injury. Six surgeries, fused neck and a fused back, and no one to hold accountable.

I have SOOOOO much experience with the medical and legal professions(?) and now you know why I am writing about morals, ethics and attitudes.

You see, the legal profession has kept me broke and the medical profession has kept me in agony for over ten years. Why can’t they just man-up and do what is right? Lack of morals, bad ethics and nasty attitudes.

It was once said that “Few of us write great novels; all of us live them.” Well, I am going to write mine and I am going to name those people that I feel are responsible. Not here and not now, but very soon.

I will say that in my experience, most of the problems in America can be traced directly to one group of people that have a lack of morals, bad ethics and nasty attitudes; lawyers. Look at Washington D.C., how many politicians are attorneys? The Clinton’s are, The Obama’s are. How many others are there? You would be surprised!

So, how does this relate to marketing? Good morals, honorable ethics and great attitudes will make you rich, and I am not talking about just money here. Think about those people you most like to spend time with or those purveyors that you drive that extra distance just to do business with time and again.

If you find yourself in a compromising position, just do the right thing. If you have followed my Blog you know that I wrote about Unitus Credit Union vs. Wells Fargo. BTY, I am still fighting Wells Fargo! So if you DON’T do the right thing, you might just become the subject of a blog entry!

UPDATE 12-09: Wells Fargo and I are at an impasse, I am trying to get into a court of law and have a jury hear the entire story. I will update you as this progresses