social media

Category Archives:social media

Extraordinary Customer Service

Is your business delivering extraordinary customer service?

Extraordinary Customer ServiceCreating a customer service experience that your buyers love is one of THE most important actions for successful selling online – be that a hotel room or a product it doesn’t matter.  We have seen customer expectations increase and standards online rise and this means that extraordinary customer service should be #1 priority for any business.

So what should your business look at changing to make your buyers want to buy again and again from you?

1.Customer want to be confident that they’ll get what they ordered and that they will receive the item quickly – if that is not a physical product then take that to be confirmation of the purchase.

2.What is your returns policy, it is clear and simple and easy for a customer to change their mind – something has come up can the customer amend or cancel whatever they ordered?

3.For anything you do online make sure you use high quality pictures and a really clear and simple description.

4.Listen to all feedback from customers both positive and negative, this can/should give you a gold mine of information as to how your business is performing.

So here you have it some great tips to help your business deliver an extraordinary customer experience . And here is our the sales pitch if you need help for your business Digital Marketing or even just a no obligation chat then why not contact us through the website here – we’d love to show you how the team at Gleave Media can help your business proposer on Social Media.

Shopping Centre

Facebook for business

This is the copy from a recent video from the In a Nutshell series….

Thanks to numerous facebook changes recently, many businesses are thinking about scaling back on Facebook marketing – you shouldn’t.

Facebook is still the best social network for getting traffic to your website, and is great for conducting two way discussions between a business, and its customers. The appropriate interaction on your facebook page will make people feel valued, as it means that their needs and desires have been acknowledged, and that your business is actively working to fulfill them.

Getting this engagement-ball-rolling, however, can be a challenge, so these are my top tips for increasing engagement, on a new Facebook business page:

Welcome visitors – If you have business premises, you’d welcome new customers when they walked in, so why not do this on facebook?
Ask a question about your products or services – Facebook is great for crowd sourcing, so why not ask your audience what they think about your products and services.
Answer a question from a customer – People love to ask things, so answer honestly, and answer so your whole audience can see. Even a simple thank you will often do, showing your appreciation that someone has wanted to engage with your business, will go a long way to building that special relationship.
Respond quickly to comments from visitors and fans – Where someone asks a question on your facebook page, ensure you reply as quickly as possible, ideally the same day.
Create a connection from facebook to the outside world – Facebook has numerous widgets and tools, that can connect your business facebook page, to your website – so use them, also ensure that you have a business focussed URL, so you can be easily found.

Remember that your business page likers, return to where they feel welcome, and where they are rewarded for being there.

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five ways you can get social media WRONG!

These days pretty much every business has some kind of social media presence yet still some business don’t seem to gain any proactive benefit from these fabulous social media sites, is your business making those simple social media mistakes?

1. Boring updates  A boring update is anything that lacks your businesses unique personality or perspective, you need to give a new look and feel on and old topic or even going against the norm is what will get you noticed.

So ask yourself how you can infuse your own business ideals and the character this brings into each update – this is the key essence of branding, after all the last thing you want to be is forgettable.

2. Disrespecting others  Social media is not the place to publicly air your grievances with others, doing this on social media is simply no different than shouting insults at someone in public or raising your voice at a retail store employee. For sure it will get peoples’ attention, but that’s not the kind of attention you want.

3. Failing to promote others  Someone once said ‘givers gain’ and when it comes to building your business on social media and building a responsive network of followers you need to develop a reputation as someone who highlights others. Not only does this give credit where credit is due, it also communicates that you’re secure with your success and have the ability to promote others in your industry.

A couple of great ways to highlight others include:

  • When someone gives you a great piece of advice, post it on Facebook or Twitter and tag that person.
  • Why not use the endorsements feature on LinkedIn and begin endorsing people within your network.

4. Not replying to comments If your business has for example a Facebook page and people comment, by not replying to these comments this is no different than starting a conversation with someone and then ignoring their response. Actively monitoring comments and questions on every post can be time consuming, but even posting one follow-up comment per post can show you care and that you’re engaged.

5. Being tagged in questionable photos We were running a training session in Somerset in mid 2013 and one of the participants was easily found in a very questionable photo on Facebook – would you want that?  We know that lots of people will have had a photo taken that if you could wind the clock back you would want to change and indeed at the time may well have seemed rather funny, but you should think twice about allowing yourself to be tagged in any questionable photos whatever the site they are going onto.  The last thing you want is your business or staff in any image that bring the business into disrepute.

So here you have it our top five ways that your business can get Social Media wrong, and now the sales pitch if you need help or even just a no obligation chat then why not contact us through the website here – we’d love to show you how the team at Gleave Media can help your business proposer on Social Media.

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Facebook training for Charities in Plymouth

Social Media Seminar for Charities in PlymouthAt the end of September we had another of our Social Media Seminars aimed just for Charities, this one in Plymouth entitled ‘Facebook from flop to fantastic’.  We had around 30 charities from across the South West who learnt how to make better use of Facebook for their charity.  Using case-studies, campaigns and a warts ‘n’ all expose of this popular SocMed tool, we were able to guide them through the steps of using Facebook to engage and promote their charity.

As with all our training seminars, interaction and participation are always encouraged and we welcomed charities large and small who wanted to learn how to make better use of these new media technologies in a fun and challenging way.

We also very pleased to have Santander talking about the Santander Foundation which  funds local, regional and national charities for their work within the UK. They are committed to helping disadvantaged people through their two charitable priorities. Formerly the Abbey Charitable Trust, the Foundation was set up in 1990 and has given more than £36 million to charities in the UK. In 2012 the Foundation will be increasing its grants budget to £4.5 million.

With some great feedback and really positive results already for the charities, a very pleasing result all round!

So if you business or charity needs help making the most out of your Facebook and social media presence then why not get in touch, we’d be happy to have a no obligation chat, what have you got to lose?- get in touch here.

visit GleaveMedia on Facebook here – – don’t forget to click LIKE

A few testimonials from some of our recent seminars;

relaxed, but informative and easy to understand. Alistair was engaging and enthusiastic, providing practical examples and more than happy to answer questions‘  – Alistair Sustrans

Really useful, good to think about integration‘ – Chris Penberthy


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five ways to create amazing customer surveys

We are big believers in customer surveys as a great way of helping you determine which way your online business should proceed and these are are five ways to create amazing customer surveys.

1. Do your research

Any successful survey needs to be as targeted as possible. Don’t just ask your email list, “What products do you want to buy from us?” may not turn up as many good ideas as asking them about specific subjects.

So why not look at your webstats and see which are you best selling products or if you don’t sell online yet  your top content pages, if any are similar then why not use this as a starting point for your survey?

2. Draft your questions

This is controversial I know but we think for best results, try and make your survey no more than 10 questions.  Most of us have short attention spans and if you bombard your email list with lots and lots of questions you completion rates will fall considerably.  Also a Yes or No answer to your questions is great but it won’t give you as much information as a free text box, they will just take more time to collate – but do you want great research to act on?

3. Can you offer an incentive for completing the survey?

Why not come up with an incentive to encourage completion of your survey, this doesn’t have to be cash – Premier Inn for example offer a cash draw for x participants, others may offer an ebook – think different to get people to participate, you won’t regret it.

4. Make your survey work well online

Many web companies will tell you they can hand code you a survey that looks great and works amazingly, why bother just head over to SurveyMonkey or Google the phrase Online Surveys to see what best suits you, these automated surveys can do a lot of the hard work for you and some even offer a free survey solution to trial on…. You generally find the paid upgrades offer some great features like automated follow ups and a custom URL for your survey and stats on sending and the like so don’t be afraid to splash out the costs aren’t significant, on SurveyMonkey a paid plan starts at just £24 per month.

5. Ensure you publicize your survey to prospects, customers and your target audience

Once you have your survey all ready to go, make sure you then tell people about it, some location could be;

• Your business or personal website
• At the end of your news updates
• Included in email newsletters
• On your social media profiles

Don’t forget your target audience may not have time to complete the survey first time, so make sure you tell them once, then again and then again – you want to ensure it gets high completion rates so you have the best feedback to act on.

So there you have it our top five tips to make your online survey amazing, at GleaveMedia we can help integrate your online survey into any Digital Marketing plan and help your business achieve it s targets, just get in touch here.

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Business Social Media Strategy

You can find content in all sorts of great areas and this is a really interesting video clip on Seth Godin’s reply about business social media strategy. He summarizes where he feels most businesses are going wrong by focusing on getting more network connections, instead of focusing on developing meaningful and long-term partnerships.

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Using the LinkedIN Follow Company button

LinkedIN often referred to as the ‘Professionals facebook’ has branched out more and more since its IPO in early 2011. One of these key developments is bringing together people who work with OR who want to follow what a specific company posts. So with this in mind in February 2012 the LinkedIN Follow Company button was launched, this basically gives the ability for a company to add this button to their website, making it easier for any consumer on the web to begin following companies of interest, on LinkedIn.

You can check out ours on the navigation menu on the right hand side OR you can check out GleaveMedia on LinkedIN – don’t forget to click follow .

So how does it work?

Click on the Follow Company button and, as long as the user is logged into LinkedIn, they will automatically “follow” the company. If they are not logged on, a box will appear asking for the user’s LinkedIN details so they just type those in and they will automatically begin to follow the company.

Companies will then be able to engage directly with you from their Company Page on LinkedIn and through any status updates they post. These status updates will appear on your LinkedIN homepage.

Why would I follow a company on LinkedIN?

Whether you are looking to stay up-to-date on company news, career opportunities or industry trends, following companies on LinkedIn is a great and easy way to gain insights and stay connected.

Useful links

GleaveMedia on LinkedIN

And to get your follow company button head over to the linkedIN developer portal here.


Social Media Consulting for Business

Social Media for Business

Social media is not just about technology, whether you have the latest iPhone or Google Gingerbread on your phone! It is about building relationships and conversations with your customers and brand advocates, widening the audience for your message. We have been immersed in the Internet since 1999 and we bring this experience to bear with all the customers we work with.

Every business is unique in the social media training challenges presented, you may already have some accounts and experience or a defined idea of what they want to achieve. Either way we believe in delivering bespoke training programs that will help solve the problems and issues you face. If you have previous experience of social media or are looking to get far more advanced you can rest assured that we’ll develop a workshop that is uniquely matched to your needs.

So how does the service we offer work and why should you use us?

The consultancy and training courses have been developed to help your business understand the theories behind and the upfront reality of social media as well as the best ways for you to get the right solution and way forward. This may be one on one training or a group of team members who need help and guidance establishing your company standing in this confusing area. We can help by working directly with your sales or marketing team as our training is tailored to your business and provides key help into the best way for integrating social media into your overall marketing and communication strategy

Check out our testimonials .

An idea of training areas that can be covered could be;

  • Engaging your audiences and creating communities
  • Monitoring what people are saying about your business and brand online
  • How online PR and social media fit with the other marketing of your business
  • How to create relevant groups in social networks
  • Creating winning content that gets you web traffic
  • Managing the negative side of social media
  • Building your business an overall social media marketing strategy
  • A key understanding of social media ethics and best practice in these areas
  • Individual training on tools such as Facebook, Twitter and LinkedIn
  • Running a successful blog, what to do and how to do it
  • “Well done Gleave Media – you have proved yourselves to be a quality and reliable new media resource. You have a very ‘hands on’ approach to the intricate world of Online Marketing which is both necessary and appreciated. A real sense of support was offered when we didnt know our way through this modern minefield, please keep it up!”
    Major South West Trade Product Supplier

    To find out more details and a no obligation chat then please get in touch here.

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    Facebook marketing

    So is your business on the world biggest Social Network? With over 845 million monthly active users can you afford not to be is the real question you should be asking….

    We have worked with many businesses to enhance their presence on facebook, that maybe through twitter and facebook training of the marketing team to actually running the business on facebook, whatever the need I am sure we can help…

    Some Facebook stats direct from Facebook themselves..

  • Facebook had 845 million monthly active users at the end of December 2011.
  • Approximately 80% of the monthly active users are outside the U.S. and Canada.
  • Facebook had 483 million daily active users on average in December 2011.
  • Facebook had more than 425 million monthly active users who used Facebook mobile products in December 2011.
  • Facebook is available in more than 70 languages.
  • .

    So if you want your business to make the most of this amazing social tool, why not get in touch and see how the professional and flexible team at Gleave Media can make a real difference to your business get in touch here.

    Why not check us out on Facebook here don’t forget to click LIKE at the top of the page.

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    Social Media Seminar for Charities in Bristol

    On Friday I presented another of our Social Media and inbound marketing seminars for Charities, this time at Milstead Langdon’s offices in Bristol.  The topic was Inbound Marketing for Charities and was a full on session with discussion, interaction and input from the Charities in Bristol who attended.

    We had a really varied group of charities attend which is always good as we can then ensure a lively debate on all the topics we cover, every time I speak at one of these events I am really amazed by the diverse charity sector in the South West.

    a few comments from our Bristol Charity Seminar

    very good and very relevant for our charity at this time

    ‘very good – well pitched for my level’

    really interesting thanks

    We have one more seminar this year for Charities who want to Supercharge their Social Media Strategy, so if you thank that is your charity then please book using the Eventbrite form below.


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