Happy New Year! I’m starting a new feature in 2013. I’ll periodically post a collection of the best marketing and business articles and blog posts I’ve found during the week. You can also catch up with my recommended reading on my Twitter feed, which you can find here.

In keeping with the New Year’s theme, here are some posts that can help you and your business grow in the coming year.

Stop Multi-Tasking
Increase your productivity in 2013 by resolving to stop multi-tasking. In the Harvard Business Review’s most-read post of 2012, Tony Schwartz talks about The Magic of Doing One Thing at a Time.

Become an Influential Author on the Web
It’s harder than ever to get your work noticed, but if you have great content and a consistent strategy you can do it. Over at Copyblogger, Henneke Duistermaat tells you how in How to Become an Influential Writer in the Age of Author Rank.

Make Your Marketing Memorable with Storytelling
Instead of the same old boring business-speak, resolve to incorporate more stories into your sales and marketing. Tea Silvestre helps you get started with Storytelling: How to Captivate Your Prospects and Grow Your Business.

Which blogs are inspiring you as we begin the new year? Let me know in the comments or on Twitter!

Email Inbox and trash

Check out my guest post over at The Communicators Club blog today, where I talk about ways to improve your email open rates.

If you’re like me, you probably go through your over-stuffed email inbox every morning with your finger hovering over the delete key, ready to erase any messages you can do without. The problem is, your readers are doing the same thing.

We all like to think the messages we send aren’t destined for the virtual trash but the truth is, it’s harder than ever to get your emails opened and read.

There is hope. With a few tweaks, you can make your emails more likely to reach their intended destination – your customers and prospects. Here are some common reasons for declining open rates, and some tips for reversing the trend.

Click here to read the rest of the article.

Amy Colburn Photo

Pinterest is the latest hot new social media site. If you’re not familiar with it, picture the scrapbooking phenomenon of the late nineties brought online and made social. Were Martha Stewart a 30-something mom with time for social media, this is where she would hang out. Especially popular among the sought-after female 24-44 demographic, Pinterest lets users “pin” images from across the internet to virtual bulletin boards and easily share them with other Pinterest users. Best of all, it’s easy to learn and use.

Where a target market gathers, businesses aren’t far behind trying to figure out if Pinterest can generate leads and sales. Pinterest seems tailor-made for businesses with highly visual products and services – think graphic designers, wedding dress designers, jewelry makers and food bloggers. But like any social media tool, the line between valuable business tool and useless time waster is thin.

Social media followers are debating whether Pinterest is actually useful for business. It’s relatively easy to get “repins” and “followers”, but when it comes to business do those followers ever become leads or customers?

I went in search of a business owner using Pinterest to see if and how it’s been useful to them.

Amy Colburn of Amy E. Colburn Illustration is an illustrator specializing in hand-painted murals, home furnishings and custom-illustrated alphabets. Her Pinterest boards feature an eclectic mix of pictures including fashion, crafts, interior design and illustration. Followers will find pictures of her own work interspersed within collages of art and objects that have caught her fancy.

Amy offers the following tips for aspiring Pinterest users.

1. Use Pinterest to Stay Up to Date in Your Field

“As an artist, I use Pinterest as a way to collect ideas, know what’s on trend, and gather reference material,” Amy says. “I used to spend a lot of time searching Google Images for reference. But Pinterest is the best of the best as far as imagery goes. They’ve made it easier to find what I’m looking for and collect it to refer to later.”

2. Promote Your Own Products – Within Reason

Amy puts images of her own work on Pinterest, but she cautions against overdoing self-promotion.

“When I first heard about Pinterest, other professionals warned me against spamming your own boards with too many of your own products. One woman actually spoke to the president of Pinterest and he said he would block people whose only goal on Pinterest was selling, though I haven’t seen anything specific in the regulations about this,” Amy says. “I’ve made sure to create several boards – some just for fun, some for reference, and some for promoting my own work. I try to mix it up so I don’t appear too ‘saleswoman-like’.”

3. Use Links and Hashtags

When possible, Amy links images of her work back to Etsy or her website.

“I’m also learning about the use of hashtags, which are used for searches on Pinterest. I’ve started including a few hashtagged keywords in the description where it feels appropriate,” Amy says. “This is the most direct way I use the site for business purposes.”

4. Remember the “Social” in Social Media – Network and Converse with Clients and Potential Clients

Amy makes a point of using Pinterest to build a dialog with potential clients and gain followers on her other social media outlets.

“I refer to the Pinterest boards in my blog posts whenever possible,” she says. “I have some potential wholesalers following some of my boards, and I’m cultivating my image to win over potential customers by getting them to know ME, not just my products.”

Pinterest also enables you to talk directly to anyone who has re-pinned your pictures. Amy makes sure to use this feature to connect with people who have taken an interest in her work.

“You can set your preferences to have Pinterest send you an email notifying you when one of your pins has been re-pinned. There is also a place to make comments beneath every pin! So, if someone re-pins an image of my original work, I always try to enter a personal, heartfelt note of thanks in the comment section,” she says.

5. Be Patient

Like any networking tool, relationships take time to develop. Amy says she hasn’t gotten any direct sales from Pinterest yet, but she has developed leads and conversations.

“The best part is seeing one of my products go viral and get pinned over and over,” she says. “If I post at just the right time of the week, one of my pins has the potential of getting repinned several dozen times. Pretty cool!”

Tell Us What You Think

Do you use Pinterest, for fun or for business purposes? Would you consider buying a product you saw on Pinterest? Let us know in the comments.

Are You Making These Social Media Mistakes?

Check out my article on the most common social media pitfalls in the Worcester Business Journal today and let me know what you think. What are the most common mistakes you see businesses make with social media?

Image: Ambro / FreeDigitalPhotos.net

While scanning radio stations, I happened across an episode of public radio’s On Point dedicated to online business reviews. Host Tom Ashbrook and his guests discussed review fraud (experts estimate anywhere from 10-30% of online reviews are fake) and the massive effect, negative and positive, reviews on sites like Yelp, Google Places, Yahoo Local and many others can have on small businesses.

Business owners and employees called in to express anger and frustration at the damage one disgruntled customer can cause. One dry cleaner/tailor told the story of a vindictive competitor who posted a bogus negative review, costing him $15,000 in lost business. Restaurant servers described living in fear of losing their jobs because of an unfavorable review.

On the other hand, reviews can offer big rewards to small businesses. My tailor, a gentleman in his sixties, does no formal marketing or advertising. His customers come to him almost entirely by word of mouth. He’s done well relying on referrals, but he was pleasantly surprised to experience a recent upswing in business when a customer left a glowing review of his services on Google Places. This encouraged several new customers to try him who might have been hesitant without a recommendation. At least some of those new customers are sure to recommend him to their friends. Online reviews didn’t replace his word of mouth marketing, but enhanced it.

Don’t Stick Your Head in the Sand
Some business owners are tempted to take the ostrich approach – if they ignore the existence of reviews, maybe they won’t be hurt by them.

It’s true that online reviews aren’t always fair or even genuine. But they are here to stay. One study showed 89 percent of consumers trust online reviews, 80 percent have changed their mind about a purchase based on negative reviews, and 87 percent look for positive reviews to reinforce their buying decisions.

If you serve consumers, it’s time to pull your head out of the sand. If your business hasn’t already been reviewed online, it soon will be. But there’s no need to feel like a victim. With some planning, you can increase your business with online reviews and minimize the damage from the inevitable negative feedback we all receive at times. Here’s how.

1. Stake Your Claim On Your Profile
Set up accounts on the most popular review sites for your industry. Most of them are free, so there’s no excuse for an incomplete profile. Too many businesses neglect this simple step, resulting in listings with missing or just plain wrong information about your business. Don’t leave this free advertising on the table.

Links to begin setting up your profile for some of the most popular sites:
Yelp for Business Owners
Google Places for Business
Yahoo Local

2. Ask Your Best Customers for Reviews
Unfortunately, people are much more likely to go online unprompted with negative feedback. But you’ll be surprised how many of your best customers will be happy to review you if you ask. Here are some ways to encourage positive reviews.

Send an email.
If you collect email addresses, send your customers a message asking them to review your business. My dentist sends an email after every cleaning asking about my experience and encouraging me to post an online review.

Post a sign
Put a sign by the register asking people to tell you if they’re not happy with your service and to review you if they are. You can also print this information on receipts.

Don’t forget to ask
You know who your regulars are. They next time they come in, ask them if they would mind reviewing you. Most people will be flattered and happy to oblige.

3. Showcase Your Customer Service Skills
It’s impossible to make every customer happy 100 percent of the time. Make sure you monitor your reviews and when you see a negative one, view it as an opportunity to show off your stellar customer service. Nearly every reputable review site offers businesses the opportunity to make some sort of response or comment on their reviews. Make sure to respond, apologize when appropriate, and offer to make things right with a refund, re-do, discount, or coupon on a future visit. People reading your reviews will forgive a lot when they see you’re willing to make things right when they go wrong.

4.Treat Facebook and Twitter as Review Sites
Many of us forget Facebook business pages and Twitter feeds are also potential review sites. They offer a golden opportunity to ask for positive reviews right there on your wall. Ask people to share their favorite product, most recent purchase, what they most like about your business, and you’ll often generate spontaneous glowing reviews in the comments.

Facebook and Twitter also offer an opportunity to find out about problems people may not have been comfortable mentioning in person. I’ve seen many businesses delete negative comments from their wall. I don’t recommend this unless the comment is obscene or clearly inappropriate. If you delete negative feedback, you’ve lost a customer forever and he or she is likely to tell their social media network about it. If it’s a valid criticism, leave the comment there and respond to it as you would if someone made the complaint in person at your business. You’ll look like a customer service star to the customer and anyone else who sees you smoothly handling an unhappy customer.

Don’t be scared of online reviews. Have a plan for managing them and you’ll have a whole new avenue to reach out to customers and potential customers.

What is your experience with online reviews, as a reviewer or a business? Let me know in the comments.

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