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Using Social Media Beyond Posts for Proactive Community Engagement and Improved Service Delivery

Using Social Media as a Customer Service Channel

People increasingly turn to social media to engage with organisations. Well conceived, designed and managed Social Media gives you the most powerful tools available to effectively connect with customers on a personal as well as group basis to solve issues and create brand advocates.

  Customers turn to Social Media when they have a problem and want…

Using Social Media Beyond Posts for Proactive Community Engagement and Improved Service Delivery

Using Social Media as a Customer Service Channel

People increasingly turn to social media to engage with organisations. Well conceived, designed and managed Social Media gives you the most powerful tools available to effectively connect with customers on a personal as well as group basis to solve issues and create brand advocates.

  Customers turn to Social Media when they have a problem and want…

The Right Tools for Content Marketing Success

The Practical Tools to Create Online Content.  Including Audio, Graphics and Video Having the Right Tools is a key to Maximising Content Marketing Success

“Content creationis the contribution of information to any media and most especially to digital media for an end-user/audience in specific contexts.” Typical forms of content creation include maintaining and updating web sites, blogging,…

The Right Tools for Content Marketing Success

The Practical Tools to Create Online Content.  Including Audio, Graphics and Video Having the Right Tools is a key to Maximising Content Marketing Success

“Content creationis the contribution of information to any media and most especially to digital media for an end-user/audience in specific contexts.” Typical forms of content creation include maintaining and updating web sites, blogging,…

How to Create Great Social Media Content Strategy

Creating a Great Content Strategy is not quite as easy as some would have you think. This is why there are so few great content strategies. It is more than just writing stuff you think/hope that your audience (do you know them well?) want. Content and social media have a symbiotic relationship: Without great Content, Social Media is meaningless and without the right Social Media nobody will know…

How to Create Great Social Media Content Strategy

Creating a Great Content Strategy is not quite as easy as some would have you think. This is why there are so few great content strategies. It is more than just writing stuff you think/hope that your audience (do you know them well?) want. Content and social media have a symbiotic relationship: Without great Content, Social Media is meaningless and without the right Social Media nobody will know…

Marketing and Education – Student Recruitment – Using the Full Marketing Mix – Part 1

Dr. Brian Monger Contents

Student Recruitment Marketing Needs to be more than Advertising

What Should Effective Marketing Involve?

What is Needed to Market Better? To Recruit (and Retain) Students

Know the Situation/Environment

The Most Important Element – Know Your Market

Know the Market – In Great Depth – or Be Less Effective, or even Fail

The Four Basic Questions of Marketing

Understanding the…

Successful Student Recruitment Strategy – Part 2 – Written Promotion

Contents

How to Recruit and Attract Students

The W’s of Effective Marketing Communications Messages

Questions to be answered

General Advice – How to Develop Effective Recruitment Messages

Features

Always start with a great opening

How to make your Communication BELIEVABLE

Stimulate action

Present for easy reading

Things to avoid because they turn readers away

 How to Recruit and Attract Students…

Successful Student Recruitment Strategy – Part 3 – Online Media

Contents

An Effective Website

Be Present on Social Channels

Tips on Using Social Media in Student Recruitment

Stand Out From the Crowd

Dare to be innovative and creative

Communicate from their point of view

Don’t be middle of the road.   Be different to attract interest

Draw on The Talent Around You

Resist the Urge To Sell

Make It Personal

Make provision for engagement. For prospects to ask…

Dr. Brian Monger Relationship segmentation is based on customers’ perceptions of their relationships with an organisation and their behaviour within that relationship.

  Premium/Hard core loyalty – These are consumers with undivided loyalty to one brand

Soft core loyalty – Buyers with divided loyalty between two or more brands.

Latent loyalty– A high attachment towards the product combined with…

How to Handle a Mess Up?

Don’t Get Mad. Some Understanding Will Likely Get You a Better Outcome

Mike Dunn

Once upon a time in the 1980s… A colleague and I travelled to California and the arrangements were made by an ‘almost captive’ travel agency located just off of the lobby of our corporate headquarters. We picked up our travel packets [2 plane tickets, 2 hotel reservations, and one rent car] from the agency and headed…

How to Handle It When You Mess Up on the Project (and You Will)

By Mike Dunn

Guiding Principle: Always do the right thing based on an objective analysis of the facts – sans emotions. Intent: If possible, determine if the screw-up was intentional or accidental.

People: Screw-ups are performed by people who are individuals. Individuals are unique – it is sometimes best to handle the same screw-up differently with different people.

Attitude: Think about it, the…

Relevance of Marketing to Government and Social Service Agencies

Dr. Brian Monger

Growth of Agency Interest in Marketing

Although marketing is appropriate for all government and social service agencies, it becomes increasingly important as more of an agency’s financial costs are shifted directly onto clients and personnel start to recognise that clients have gained control of at least some of the resources that the agency needs to survive. Reduced tax support,…

Brand Development for Government Departments

Brand Development (is Harder) for Government Departments Dr Brian Monger

Can a Government Department Successfully Develop a Brand Over Time When The Politicians in Charge Want to Make (Short-Term) Changes?

Brand is as important for government departments as it is for any commercial organisation that wants to achieve good results from its activities.

Certainly the basic strategy of developing a…

Understanding Perception in Buyer and Consumer Behaviour is Very Important

Our normal perceptions do not correspond directly to reality. The things that we percieve (see, hear, smell etc.) are not entirely determined by what our senses detect. Our perceptions are also determined by what we expect, what we know, what we believe.

Our perceptions are not photographs, they are constructions –…

Dr Brian Monger

An important function of marketing and advertising research is to gather information needed for the development of the advertising campaign. Prior to campaign development the market is analysed to decide what kinds of things need to be known about the target market for the product.

 Research Overview

Perhaps little need for advertising existed before the, Industrial Revolution*…

The Unique Selling Proposition – USP

Development of this “central idea,” or what is often called a unique selling proposition, is one of the copywriter’s most difficult tasks, The USP (as it is often abbreviated) originated at the Ted Bates advertising agency in the early 1940s; as its famous originator, author, and agency vice-president, Rosser Reeves, has indicated, however, it has been picked up by hundreds of agencies and has…