Customer Experience

How can the Silent Majority Unlock your Bottom Line?

/ Jeff Hora / Leave a comment
Silent Majority

The Silent Majority


Do you remember “The Silent Majority”? While the phrase has been around for a very long time, it was popularized by Richard Nixon in 1969 in a speech, and also referred to by journalist Theodore White as the “mute masses.” In a different context, this phrase also represents the voices you hear (or don’t…) on social media. Research shows that almost 90% of what you hear there comes from less than 30% of the most vocal users….and they are different from the the quieter folks that make up the bulk of your online audience.

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How to unlock your authentic and remarkable voice!

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A spectrogram (0-5000 Hz) of the sentence &quo...

A spectrogram (0-5000 Hz) of the sentence “it’s all Greek to me” spoken by a female voice  (Photo credit: Wikipedia)

You have an untold number of things that make you different from the next person. Just ask your roommate, significant other, or neighbor!  You may feel, like I do sometimes, that you don’t have something truly unique to say.  Don’t get hung up on that.  Just say it better and say it your way.

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How Do You Set the Table for Unparalleled Awesomeness?

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Can you remember the single best dining out experience you’ve ever had? Whether it was the best steak ever, stir-fry to die for, or that anniversary dinner at the Killer Italian Place, do you remember what it was that made the meal memorable? The company probably had a lot to do with it, but the context and environment had a BIG part in the whole thing, too.

This same principle holds for your content and whether it is share-worthy or not. If that serving of shrimp linguine had arrived in a Styrofoam container with a packet of generic grated cheese and a plastic fork, the night might have been memorable for entirely different reasons! You expect premium content to look like premium content, too.

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Say What?! Do You Know The Odd Truth About Reviews?

/ Jeff Hora / 1 Comment

How often do you get honest feedback about how you’re doing? I mean, honest….it doesn’t NEED to be brutal, just a truthful, balanced opinion from someone, based on their experience. A large number of businesses are scared of feedback and reviews on their various social media pages. This is despite the fact that this is an important form of social transmission and enhances the word of mouth referrals they value so much in the off-line world. These can make or break a business.

Social proof is a fuzzy concept to some, but basically it is an accumulation of the clues in our environment we use to make decisions when we don’t know the truth (a H/T [Hat Tip] to Mark Schaefer for this clear definition!) Reviews are one avenue for prospects to check you out if they’ve never heard of you before and are considering buying what you offer. Nielsen reports that 84% of people say that online reviews influence their buying decision.

There are two components to successfully working with customer reviews.

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Words Are Actually Too Hard! Can You Picture This?

/ Jeff Hora / 1 Comment
This image was selected as a picture of the we...

This image was selected as a picture of the week on the Farsi Wikipedia for the 13th week, 2011. (Photo credit: Wikipedia)

You have a different way of learning than I do. There are a lot of terms like “Cognitive Styles” and “Learning Strategies” that describe this, but it’s really pretty basic. Still, there are some commonalities across the various Styles. Read a piece of information and 3 days later you’ll remember 10% of it. Simply add a picture and you’ll remember 65%! I also benefit from the inclusion of samples, stories and examples or templates that help me to fill in the mental construct. You probably have other things that help you, too.

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How To Approach Fun Numbers and Shrewd Sizes

/ Jeff Hora / 1 Comment

Here’s the deal: I don’t go onto the web to be sold to. I look for information. I look for content that will tell me something I don’t know and satisfies my curiosity. I want to be intrigued. I want to learn and join conversations.

Mostly, however, I want to have fun.

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How To Be More Contagious

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Consuming and sharing content normally creates an emotional benefit, not a financial one. Hence the obstacle: companies try to use content to create financial benefits for themselves instead of emotional benefits for their readers. This completely overturns the traditional business view of what content should accomplish.

Studies show we’re hard-wired to talk about ourselves. Around 50% of what people talk about on social is ‘me‘ focused, and it’s not just vanity (although there are an ENORMOUS number of selfies and/or pictures of the food in front of you out there, but I digress…). Harvard neuroscientists Jason Mitchell and Diana Tamir discovered that disclosing information about ourselves is intrinsically rewarding. They found that sharing personal opinions activates the same brain circuits that respond to rewards like food and money. So how do you climb aboard those conversations?

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Fascinating Sharing Secrets You Need to Know

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Although the actual act of sharing online is simple, the affect on your relationship-building efforts is huge. The act of sharing content actually helps others process your information better. Because of the implied commitment, those who share pay closer attention to what they are sharing. Another New York Times study on sharing found that:

  • 73% of participants say they process information “more deeply, thoroughly, and thoughtfully” when they share it.
  • 85% say reading content that others share helps them understand and process information and events.
  • 49% say sharing allows them to inform others of products they care about, potentially changing opinions or encouraging action.
So by creating ideal conditions for content-sharing, you build power for your brand AND create new value by helping your audience understand you and become authentic evangelists for your products and ideas.  Obviously, getting to this cannot be reduced to SEO techniques or “buy-ten-thousand-Tweets” schemes to drive traffic. Mark Schaefer says, “Shareability requires connection of some kind; your content must fill a need or perhaps even reflect on a trusted relationship.“

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Content Shock, Saturation and Niche Research

/ Jeff Hora / 2 Comments

Content Saturation

Unless you have a existing niche service or product, you’re heading face-first into a highly competitive environment in this content arms race….and the status quo will not work. How do you differentiate yourself and your business? How do you finish the sentence, “Only we….”? For example, I regularly hear any number of small business owners tout their customer service, but, frankly, everyone does that. Unless you deliver your customers’ products to their homes via a Rolls Royce driven by a billionaire, hand carried by an A-list Hollywood star in a diamond-crusted case and installed by a sparkling robot, with an instant, full money, no questions asked returns policy after a lifetime of use, excellent customer service is what everyone expects. It’s not a differentiator, it’s a given.
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Content Shock and Cutting Through The Noise

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As if things aren’t hard enough for entrepreneurs and small business folks, the challenges of digital presence and discoverability just keep mutating. I just started reading Mark Schaefer’s new book, “The Content Code” in which he describes this evolution of digital marketing so far.

He outlines three phases that, to date, bring us here. The first was a focus on Presence. You may remember this…in the mid-1990s when AOL, Prodigy and others staked their claims on what was then the Internet? As a business, if you could just get out there and establish a web site, you won. You were So Far Ahead of the curve…
Then, however, you needed to be found. The early search engines like Alta Vista, Yahoo and eventually Google enabled this. So by the later 1990s the emphasis turned to Search Engine Optimization (SEO). Discovery was the focus for the second digital revolution. Get found and you won.

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