Showing posts with label Digital Marketing. Show all posts
Showing posts with label Digital Marketing. Show all posts

English for Business and Entrepreneurship: Becoming an Entrepreneur

Content goals:

Understanding simple business and entrepreneurship concepts as well as the difference between a small business owner and an entrepreneur.

The language goals:

  1. Reading skills
  2. Comparative structure

Content Focus -- What is Entrepreneurship?

Entrepreneurship is the making of a new business. A new business can be a startup, which is a business that did not exist before or a new business can be an old business that has changed so that it can be more successful. Entrepreneurs share some common business skills. First, finding the right opportunity, they are very good at finding the right idea that has the potential to succeed and grow. Second, entrepreneurs are very good at identifying needed resources like materials, people and money, as well as potential customers. They are also very good at making a plan, and getting support, such as attracting employees and investors. Finally, entrepreneurs are very good at implementing the plan and pursuing growth. This means, they are good at doing what the plan says and at looking for ways to increase the size of the business over time.

Entrepreneurs often begin with a startup. But may also buy an existing business and change it. Entrepreneurs also share other management styles. For example, they are efficient at starting a business and making plans for growth, but they may not be efficient at managing day to day operations. Day to day operations therefore are activities that happen on a daily basis to keep a business running. Like making products and selling them to customers. So, entrepreneurs may be not be efficient at managing day to day operations.

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In addition, entrepreneurs often sell a startup or a new business once it grows to a certain size and may own many business at the same time. Lastly, entrepreneurs often own many business over their careers. Entrepreneurs and business owners share many skills and styles. But they are not the same. A small business owner is a person who owns and manages a small business and is responsible for day to day operations.

Just like entrepreneurs, small business owners are very good at finding the right idea that has the potential to succeed, identifying needed resources and potential customers. Making a plan, getting support and implementing a plan. Small business owners are also good at maintaining success.

Harry and Frances Edelstein are good examples of small business owners. In 1980, they opened Cafe Edison in New York City, New York, In the United States. The restaurant was very popular for over 30 years and was their only business. Small business owners, like Harry and Francis Edelstein often being with a startup. But may also buy an existing business that they may or may not change. 

Unlike entrepreneurs, a small business owner efficiently manages day to day operations and often owns the business for a long time. This is because a small business owner is often more focused on stability. Keeping the business stable or safe than on growth. A small business owner also often owns only one business at a time and may own that on business for his or her entire life. Some small business owners start as entrepreneurs. 

But then they decide that they enjoy managing day to day operations more than looking for growth. Entrepreneurs and small business owners are both important to economic development. They share many of the same skills, but they are not the same.


Vocabulary Knowledge

Day to day operation -- The things that happen on normal days in a business.

Distribution -- The process of supplying something

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Entrepreneur -- A person who takes an idea and turns it into a successful new business

Entrepreneurship -- The making of a new business feature

Feature -- A noticeable or important characteristic or part

Function -- The way something works

Good -- A type of product that is tangible

Innovation -- A new idea or method

Manufacture -- To make a product or goods from raw material and/or by physical labor or machinery

Non Profit -- Describes an organization, corporation or company that does not operate in order to make a profit.

Operations -- Activities that happen as part of running a business

Prototype -- The first full - size working version of a product

Risky -- Involving the possibility of something bad happening

Service -- A type of product that is tangible

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Small business owner -- A person who owns and manages a small business and is responsible for day to day operations

Startup -- A business that did not exist before

Supplier -- A source for goods or services

Tangible -- Describes something that can be touched

Target market -- People who are most interested in buying a product





Language Focus – Reading skills

Basic: Entrepreneurship Seen as Solution to S. Africa’s Unemployment Crisis

Advanced: Entrepreneurship Seen as Solution to S. Africa’s Unemployment Crisis


Quiz -- Check your understanding 

1. When this article was published, unemployment in south Africa was 25.2%. What was it in previous year?

a. 20.5 %

b. 24.1 %

c. 25.2 %

d. 35.1 %

2. Put the following events in order from first to last (left to right)

(a) Marishane wrote a business plan using a simple phone

(b) Marishane entered DryBath Gel into competitions

(c) Marishane got the idea for DryBath Gel

(d) Marishane was unsuccessful at getting a bank loan

a. a, c, b, d

b. d, c, a, b

c. c, d, a, b

d. c, a, d, b

3. How many people did Ludwick Marishane contract with the idea for his waterless shower?

a. 20

b. 445,590

c. 80

d. 50

4. According to Jason Basel, what is the key to starting a new business?

a. Education

b. One great idea

c. Computer Cafe

d. Red tape and bureaucracy


Content Focus – Why Entrepreneurship?

We will discuss why people become entrepreneurs and some of the challenges that entrepreneurs can have. Let’s review what entrepreneurship means, the making of a new business. First , let’s look at how entrepreneurship helps local and global economic

Entrepreneurship: The Practice and Mindset 2nd Edition, Kindle Edition
development. What is economic development? Economic development is the effort that improve people’s quality of life, by creating and maintaining jobs and supporting or growing incomes. Jobs and incomes, it provides people with money to spend. Entrepreneurship can help economic development by creating jobs. It can do this in two ways.

A startup, a new business that did not exist before, creates job for the entrepreneur and people the entrepreneur hires. This can include family and friends or people in the community. These people have money to spend to buy things and services in the economy. This helps the people who sell those products or services so they also have money to spend. This creates economic development. An example of this job creation can be seen in the article that you read: “Entrepreneurship Seen as Solution to S. Africa’s Unemployment Crisis

Marshawn created a company that produced a DryBath gel. Marshawn now has a job and he hired other people to work for his startup, who also now have jobs. All of these people who sell things, this creates economic development. A startup also creates jobs for suppliers. Suppliers are the people who provide things and services for the company. Marshawn needs to buy things to make his DryBath gel from suppliers. Maybe he also needs to buy services like electricity or tax advice. These are also suppliers. Some of these suppliers buy from other suppliers or they employ people. A lot of money can pass to many people who provide supplies. This is good for economic development in creating jobs. But it can also help the economy by creating innovation.

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What is innovation? Innovation is a new idea or a method. Entrepreneurs often create innovation in a product or service. Why is innovation important? It can improve people’s lives and increase economic development. How does it do this? Innovation can lead to increased access to resources. People can now do something that they could not do before. An example of this kind of innovation is the use of smartphones in rural Africa to do banking. People do not have access to banks before. This innovation allows for safe and efficient money transfer.

Small business people can buy, sell and save money more easily. They are more confident to start a business. Innovation can also lead to better use or resources. People can do more with what they have or use less of what they have but benefit the same. An example of this kind of innovation is improved technology in car engines. Cars can use less gas or petrol to drive the same distance or farther. People do not need to buy as much gas as a result. This saves them money and saves them money and saves the resources of gas for the future. 

Better use of resources can keep prices lower and can sometimes benefit the environment and society. If engines use less gas, there might be more gas available, which could lower the price. People have money to spend on other things now. If less gas is burned, the air might be cleaner. This also benefits the environment and society. Innovation has another benefit, it can provide a better quality of life. 

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Marshawn Dry gel can help provide stay clean and more comfortable even the water is not available to wash in. Think of all the innovations in transportation, in medicine, and in communication that have improve the quality of life for people in just a past few years, we have talked about how entrepreneurship can create jobs and innovation. It can also help increased private funding. Private funding is money that comes from individuals, not the government or NGOs. NGOs are non governmental organizations that promote economic development. An example if Oxfam, an organization that helps reduce poverty throughout the world. How can entrepreneurs increase private funding?

If there are many entrepreneurs with good ideas, people with money will be interested in providing funding to them. Usually the more entrepreneurs there are, the more private funders there are, the more private funding, the more entrepreneurs can be successful.

Silicon Valley in California has many famous startup computers. Because it has a large number of both entrepreneurs and private funders. The combination creates economic development.


Content Focus – Ideas, Products and Opportunities


Ideas, products and opportunities are all important to businesses. We will discuss these three concepts. Let's discuss about ideas first. How do people create new
Product Entrepreneur:
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product ideas? There are usually two ways. The first, is too create an idea to fill a need in a market. Here’s another way to think about this. Many times an idea for a new product is an idea to solve a problem. Some people want to do or have something and this idea would help them. The smartphone was a new kind of product that did not exist before. People are now able to carry small computers in their hands and they could not do that before. The second source or beginning of new products ideas is to bring something that already exist somewhere else. This is also filling a need but in this case the idea is not the product. The idea is getting a product to a different place. An example of this would be smartphone banking, banking exists in some markets but not others.

Now let’s discuss about ideas and products. It’s important to know that ideas are not the same as products. Sometimes ideas do not become products, sometimes there only ideas and nothing more. This can happened because the idea never becomes fully defined or clear.

Maybe the entrepreneur has some understanding, but cannot clearly communicate it to others. Maybe the entrepreneur also could not understand it specifically. Ideas also may not be possible to make into products because the technology or materials needed do not exist, or there are other challenges such as lack of social acceptance. The idea is ahead of its time. For example, when the US decided to send American to the moon, it did not have the technology to do so. The idea was ahead of its time. What made it happen was the support money from the US government. 

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Most entrepreneurs cannot find the same challenge. When can ideas be presented as products? Ideas can be presented as products when they have a specific design. There are blueprint, or other design pictures that people can see and understand. Ideas can also be presented as products when they have specific features and functions that people can understand. A feature is a noticeable or important part. A function is how something works. Functions would be to protect the bottom of the foot or keep it warm. Additionally, ideas can be presented as products when they can be physically seen.

A drawing or a prototype. A prototype is a model, of what it would look like. When an idea is presented as a product, it should be one of three types. The first is a good. This is something tangible, something that can be touched. Often, people will mistakenly say the word product when they mean good. Examples of a good would be a book, a car, a shirt. The second type is a service. This is intangible. It cannot be touched, examples would be a taxi service. A medical procedure, a travel booking. The third is a hybrid product that combines a good and a service. Examples would be a bed and breakfast hotel, a restaurant meal, a flight. Both goods and services are provided on these three types of products. Marshawn’s DryBath gel is also a hybrid because it’s a tangible product but provides a service that impacts society. It helps people stay clean without water. 


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Now let’s discuss briefly about opportunity. Opportunity is a chance to do something. If a new product has a chance to succeed, if people are interested in
buying it, it is an opportunity whether an opportunity exists can be found by doing market research. Entrepreneurs and business people usually have many new product ideas. Some of these ideas become real designs or prototypes for new goods, services or hybrid products. Entrepreneurs in businesses must do research to see which new product people want to buy. The products people want to buy are the opportunities. Remember, not all new product ideas are opportunities. Entrepreneurs must do a lot of work to understand which ideas can be products and which products are great opportunities.



Quiz – Check your understanding “identifying different types of products” (3 questions)

1. Select items that belong to the goods category. Items belong to only one category (Choose two items)

a. Bed and breakfast

b. Coffee maker

c. Travel agency

d. Shirt

e. Taxi service

2. Select items that belong to the Hybrids category. Items belong to only one category (choose two items)

a. Coffee maker

b. Formal restaurant

c. Shirt

d. Bed and breakfast

e. Travel agency

f. Taxi service

3. Select items that belong in the service category (choose two)

a. Taxi service

b. Formal restaurant

c. Shirt

d. Travel agency

e. Coffee maker

f. Bed and breakfast


Content Focus – Creating Simple, One – Sentence Product Description

We will explore a sample sentence structure for simple one sentence product descriptions. Before we look at sample sentences, let’s take a moment to discuss about why simple product descriptions are an important first step when an entrepreneurs want to take an idea and make a potential products. First, the action of putting an idea into it, one simple specific sentence, helps entrepreneurs think clearly about their product. Second, entrepreneurs can use the one – sentence product description do have easy, helpful conversations about the new product with family, friends, consumers and investors and get their opinions about what they like or what they want. 


Let’s look at three simple one sentence product descriptions. Here’s the first sentence, “A paperclip is a tool that will help teachers and office workers hold papers togethers”. Before you read the next sentence, what kind of product is a paperclip? Is it a good, a service or hybrid product? It is a good, because it is tangible. Here is the second sentence. “ A taxi is a travel service that will help people in cities move from place to place”. It’s easy to guess what kind of products that is . Here is the last sample sentence. “DryBath is a personal product that will help people in dry places get clean and save water at the same time.” Is DryBath a good, s service or a hybrid product? It is a hybrid product because it is both a good and a service at the same time.

If entrepreneurs can think about and describe the general function of a product they can also begin to answer these three questions, first who needs what the product can do? This question helps entrepreneur think about the target market, more clearly. Second, what other products can do the same thing, as this new product? This question helps entrepreneurs think about competitors. Third, who produces or sell products that may be related to this new product, and therefore, maybe interested in supporting the new business either financially or operationally? This question helps entrepreneurs think about where he or she might find investors. Let’s use DryBath as example. What does DryBath help people do? Be clean. Who needs Drybath? People who live in dry places. What other products can do the same thing as Drybath? Soap and shampoos, but they also require water. Who produces or sells products that maybe related to DryBath, and therefore, maybe interested in supporting the new business, either financially or operationally. Soap and shampoo Companies. 


Quiz – Check your understanding “Creating Product descriptions” (5 questions)

1. A paperclip is a tool that will help ..................... hold paper together.

a. People who are busy

b. People in the cities

c. Teachers and office workers

d. People in dry places

2. A taxi is a ............................. that will help people in cities move from place to place

a. Tool

b. Communication device

c. Travel service

d. Product

3. A DryBath is a personal product that will help people in dry places...............

Communicate outside or in places where portability is important

a. Make consistent, quick coffee

b. Move from place to place

c. Get clean and save water

 

4. A mobile phone is a .............................. that will help people in or near cities communicate outside or in places where portability is important.

a. Tool

b. Communication device

c. Kitchen tool

d. Personal product

5. A coffee maker is a kitchen tool that will help .................. make consistent, quick coffee.

a. People who are busy

b. People in cities

c. Teachers and office workers

d. People in dry places


Language Focus – let’s do a quick grammar review of how to describe the general function of a product.


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The grammatical structure is a present tense verb and a complement which is a direct or indirect object, a prepositional phrase or adverbial phrase. Here are some examples. For paperclips, the general function is hold papers. This is verb and a direct object. For a taxi service the general function is, move from place to place. This is a verb and two prepositional phrases. For a DryBath, the general function is, get clean this is a verb and an adverb. Most products, have one general function. But some hybrid products may have two. Social impact products like DryBath are an example of this. So the Drybath product description includes, What does DryBath help people do? DryBath helps people get clean and save water. When a product has more than one function, entrepreneurs should ask the three questions for each function. Let’s use a comprehension check to work through the three questions for save water, just like we did for get clean. Writing simple, one sentence product descriptions is not difficult but it takes a lot of practice and careful word choice. The three questions entrepreneurs should ask about the function “save water” are:

  1. What other products can help people save water?
  2. Who needs to save water?
  3. Why do people take baths?

Who produces or sells products that may be related to saving water and therefore, may be interested in supporting the new business either financially or operationally.


Zero to One: Notes on Startups, or How to Build the Future
 Kindle Edition

Deciding on a type of startup. When entrepreneurs think of creating a startup, they must decide what kind of business it will be. We will explore three types of business organizations, for profit, non profit and hybrid. We will also learn the difference between a company and a corporation. The term for profit can be a noun or an adjective. That means we can say that a business is a for – profit, where for – profit is used as a noun or we can say, that is a for – profit business, where for profit is used as an adjective. The primary or most important goal of a for – profit business is making money. Most businesses are for profit, some common examples are restaurants, stores and manufactures. The term non – profit can also be a noun or an adjective. The primary goal of a no – profit is helping the community. Making money is also important for non-profits because money is needed to support the operation and employees. But the goal of making money is secondary or less important, than the primary goal. For example, the United Nations Children’s Fund has a primary goal of helping children. Its secondary goal is making money through donations. The United Nation Children’s Fund needs this money to help the Children. But also to pay for employees, offices and other expenses. Not for profit is a newer term that is sometimes used to describe non – profit organizations. Not for profit has a more general meaning than non – profit. The term not for profit includes three types of organizations, non – profit, charities and NGOs which are Non Governmental Organizations. That means we can say that a non – profit is a type of not for profit. Doctors without Borders and the American Red Cross are some examples of Non Profit for each of these organizations the primary goal is to help local and global communities like not for profit, the term hybrid organizations also relatively new.


Language Focus – Reading

African Women Entrepreneurs Think Big and Share Dreams

Quiz – Check your understanding (3 questions)

1. What do participants learn as part of The African Women’s Entrepreneurship Program (AWEP)? Check all that apply

a. Business Strategies

b. Manufacturing contratcs

c. Distribution methods

d. Advocacy

e. Innovative techniques

f. Investor pitches

2. Khadija Ally said started her Company  on which special day?

a. Women’s entrepreneurship day

b. Her birthday

c. United Nations Day

d. Her mother’s birthday

3. Which two entrepreneurs created Companies that addressed the issue of food waste?

a. Anick Natacha Kouadjo

b. Justine Lamah

c. Mariama Adoulaye

d. Amina Azia Ouro – Agoro

e. Zainab Mustapha Jaji


Content Focus – Deciding on a type of startup


Buy Then Build: How Acquisition Entrepreneurs Outsmart the Startup Game
Kindle Edition

I would like to discuss the words company and corporation. A company is any kind of business organization. Whereas a corporation is a specific  kind of business organization or company. That means company and corporation have different meanings. One way to think about is that a corporation is a type of company. Let’s
look at each word more closely. 
The word Company means any kind of business organization. For example, imagine two friends start a taxi service together. If the friends need more money to run their business, they might go to a bank and ask for money. In this case, the two friends must pay the money or debt back to the bank. Similarly, if one of the friends accidently hits a sign post while driving a taxi, the two friends are liable or responsible for paying to fix the signpost. Now, the word corporation means a legal entity separate from its investors. Let’s look at the definition a little more closely. A legal entity is a company or organization that has legal rights and responsibilities.

Separate is an adjective that means existing or happening independently or without connection. Therefore a corporation has legal rights and responsibilities that are independent from its investors. Here’s an example, Apple is a Corporation and therefore is liable or responsible for all of its debts or obligations or commitments, that means Apple must pay debt owed to a bank, not its investors. Similarly if an Apple product accidently causes harm to someone or something. Apple, not the investors, is liable or responsible for paying to fix the problem. Remember, a Company is any kind of business organization, whereas a Corporation is a legal entity separate from its investors.


Content Focus – Risk, Failure and Important Steps


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We will discuss the risks in creating a startup. We will also talk about the causes of failure and important steps to take to reduce risks and avoid failure. Entrepreneurs often have to take risks with their career and their money.
When they decide to create a new business. 
This happens because entrepreneurs usually do not have time to start a Company and have a regular job at the same time. If the startup does not succeed, they often have to find regular employment again, which could be difficult. Entrepreneurs also often invest some or all of their personal savings in their startup. In addition, because they often do not have another job, they do not have much money for daily living expenses. Because it can often take a few years for a startup to make money, this situation can be very stressful and risky, particularly in the startup does not succeed in the end. If an entrepreneur or other loved ones to support, this stress can be even worse. Now let’s look at the causes of failure.

Experienced entrepreneurs work and plan to avoid failure, but there are several common reasons for failure that the entrepreneur can not control. Let’s look at three important ones:

  1. The economy
  2. Customer loyalty
  3. Competition


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We will look at each of these now. An economic crisis can cause failure for an entrepreneur. Customers may no longer have money to buy products. The
entrepreneur will sell many fewer products than expected and the business might fail. An example of this is what happened in Greece for several years. Greece had an economic crisis, many people lost their jobs or had their wages or pensions reduced. They no longer had money to buy products and many businesses failed. Customer loyalty may also cause failure because target market . Customers are not always loyal. What does this mean? 
If customer is loyal, they buy the same product all or most of the time. When a customer buys toothpaste it is always the same product. When a customer is not loyal, they buy a different product instead. Why do they do this? One reason is customer are not sure what they want. So they try many products to find out. Another reason is other competitors come into the market with a new product, with a different style or lower price. The customer likes this style and price better. Entrepreneurs must always be aware of the risks of competitors. Economic changes. Changing customer loyalty, and competition. These can all cause a new business to fail. An entrepreneur has no direct control over these. 


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What can an entrepreneur do to decrease failure and increase success? There are three important steps that an entrepreneur should take. These are part of a long and detailed planning process. They are do market research, write a business plan, attract investors and get financial support. 

Let’s briefly look at each of these now. An experienced entrepreneur does market
research. What is market research? It is the collection and study of information about what products people prefer to buy. Entrepreneurs may think that their product will be successful. 
But they may not know if people in their target market will actually buy it. Market research helps the entrepreneur understand if the new product presents an opportunity. Will the target market want or need the new product? And will they pay for it? We will discuss market research in more detail. An experienced entrepreneur also writes a business plan. Once entrepreneurs have done market research to show that they have an opportunity, they need to do more research and planning for these important parts of their startup, operations, marketing and finance. All of this will be written in a business plan.


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The operations part of the business plan will discuss how to manufacture or distribute the products sold. The marketing section of the business plan will identify the target market and the best way to communicate with them. It will also
identify the competitors in the market. The finance section will discuss the cost to make or distribute the product and if these costs may change in the future. It will discuss how much money is needed to start and continue the business. 
This information will be supported by sales predictions. How many products will be sold in year one? Year two? Year three? Year four? and year five? We will discuss writing a business plan in more detail. Once entrepreneurs have written a business plan, they can use this to do the last important step, attract investors and get financial support. Most entrepreneurs do not have enough money to start and continue their own businesses. They will need funding from outside sources.


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Entrepreneurs need to understand their funding options, and how to present their new product and start up ideas to other people. We will discuss attracting
investors and getting financial support in more detail. 
We have reviewed a number of reasons why new products and new businesses fail. Market research, writing a business plan and getting financial support are important steps to avoiding failure. But there will always be risks for entrepreneurs and their businesses.





Language Focus – Comparative Structures

We will introduce comparative language, which help people describe  similarities and differences between things. Entrepreneurs and business people often use comparative language. For example, they may use comparative language to explain the similarities and the differences between their new product and a competitor’s product. We discussed the similarities  and the differences between an entrepreneurs and small business owner. We will use that comparison again to practice this language focus. Before we begin, use this quick comprehension check to remember the common business skills, strengths and styles of small business owners and entrepreneurs. Let’s review the answers to the comprehensions check.

Pay attention to the sample comparative structures that we use to compare the information in each sentence. Let’s begin. Small business owners focus on maintaining the success and profitability of their business, while entrepreneurs focus in rapid growth and high profitability. Small businesses often begin as start ups just as entrepreneurs ventures do. Both small business owners often own just one business over their careers, entrepreneurs may own several different businesses at a time and over their careers.

There are three kinds of Comparative structure: Sentence Connectors, Subordinating Conjunctions and Correlative Conjunctions. We will review each kind with examples. First, Sentence Connector. Sentence Connector or Conjunctive Adverbs join two Independent Clauses. Independence Clause contain a Subject and a Verb or Verb phrase. Independence Clause are complete sentence. Here are some examples. Amy is always on time is an independent clause because it has a subject and a verb phrase. Her sister is not is also an Independent Clause because it also has a Subject and a Verb phrase. We can use a sentence connector to join there two independent clauses. Amy is always on time, however, her sister is not. Common sentence connectors used to discuss differences are however, in contrast and on the other hand. Common sentence connector used to discuss similarities are similarly, likewise and at the same time.

Notice that you can use a semicolon or a period at the end of the first Independence Clause. There, start the next Independent Clause with a sentence connector. Follow it with a comma and then the next Independent Clause. Now, do a Comprehension check to practice.

Another comparative structure is subordinating conjunctions which we can also use to discuss the similarities and differences between two things. For example, Amy is always on time while her sister is not. While a subordinating conjunction joins in two clause it creates a main clause, Amy is always on time, adn a subordinate clause, while her sister is not.

Examples of English Correlatives:
Correlative Words and Sentences (English Daily Use Book 11)
 Kindle Edition

A subordinate clause is a dependent clause or an incomplete thought. A dependent clause can not stand alone. It is not a complete sentence. For example, her sister is not, is an incomplete thought and does not mean anything on it’s own. The information in the dependent clause is often less important than the information in the Independent Clause. Common subordinating conjunctions used for discussing differences are whereas and while. A common subordinating conjunction used for discussing a similarity is, just as.

Notice that there are two ways to structure sentences containing subordinating conjunctions. The main clause can come first, or the subordinate clause can come first. When the sentence starts with the subordinate clause, use a comma between the two clauses. When the sentence starts with the main clause no comma is needed. Practice your knowledge of coordinating conjunctions in the following comprehension check.

The last comparative structure we will review in this is correlative conjunctions, which are useful for discussing similarities. There is an example of correlative conjunction used to discuss two things that are true. Both Amy and her brother are always on time.

The correlative conjunctions in that sentence are “both” and  “and”. There is an example of correlative conjunctions used to discuss two things that are not true. Neither Amy nor her brother are late for meetings. The correlative conjunctions in that sentence are “neither” and “nor”. Look at these examples were correlative conjunctions are used to joined two nouns. Notice that the verb in the sentence must agree with the second noun in the pair. Here’s one more comprehension check to practice correlative conjunctions.

We have completed our review of these kinds of comparative structures. Sentence Connectors, Subordinate Conjunctions and Correlative Conjunctions.

This is a discussion board post where you will compare and contrast selling goods to selling services. That means you should use comparative structures to discuss both the similarities and the differences between selling goods and selling services. 


Quiz – Check your understanding “Correlative Connectors & Sentence Connectors”

1. Every year computer are .................... faster .................... cheaper.

a. Not only .................... but also ....................

b. Neither .....................nor .......................

2. She was    hired to cut costs;.................... she is being asked to increase production.

Choose the best connector for the sentence from the choices below:

a. At the same time

b. While

c. However

3. Some examples or services include .................... a taxi service .................... tutoring

a. Both .................... and ..................

b. Neither .................... nor ....................

4. ....................it is possible to have good coffee or cheap coffee, it usually is impossible to have good, cheap coffee.

a. While

b. At the same time

c. In contrast

5. PNK taxi service was founded to help women; ....................; pink ladies taxi service also tries to help women

a. However

b. While

c. Similarly 

6. Goods are mostly tangible, meaning you can see or touch them, ....................., services are mostly intangible.

Choose the best connector for the sentence from the choices below:

a. In contrast

b. At the same time

c. Similarly


Source: Cousera

Digital Entrepreneurship: Introduction to Digital Marketing

Search Engine Marketing – Can Customers Find You?

Search Engine Marketing (SEM) allows businesses to be found online. With millions of businesses out there vying for the same eyeballs, SEM’s two main elements, Search Engine Optimization (SEO) and Pay – Per – Click (PPC) strategies can lead to online marketing success through discovery.

Imagine you have a brick – and – mortar store, and it has a beautiful store front, and you’re proud of the store. But it happens to be on the street that doesn’t get a lot of traffic, that will affect your sales. Now, the same holds true for a website. If the website cannot be found by prospects, that will definitely affect the businesses performance.

Digital vs Traditional Marketing Strategies:

Similarities:

  •         Segmentation and positioning and knowing your audience
  •         Promoting the products and services

Major Difference:

  • Traditional marketing is about pushing products and services, it’s about reach. How many customers of prospects can we reach at one time?
  • Digital marketing creates a community through two way communication between the business and its prospects and we call that engagement.

Greeting a Good Digital Marketing Strategy

 


But let’s look at some key elements of digital marketing and they typically involve all the things that are listed here to social media, the advertising, paid ads & SEO. The website itself, we’ll be discussing conversion marketing and that has to do with word of mouth, and that has to do with review sites as well. Email marketing, CRM, or customer relationship management and are we mobile device ready with our platforms?

Introduction To Digital Marketing 2023:
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Now let’s look at the concept of Search Engine Marketing. Why is it important? Well, if you look at SEM, how it relates to the consumer buying process. You’ll see the importance of it. There’s five stages to the consumer buying process. The first one is problem recognition and let just say that your problem is your iPad, or let’s just say your laptop computer broke. You’ve got the blue screen of death. That’s a problem, right? You need to try to solve that problem. The first thing you’re going to do is you’re going to information seek. This is where search engine marketing or SEM comes into play. Why it’s  important? Because without SEM, without a good ranking for your website, your customers are not going to or your prospects are not going to place you in the information seeking area. So you’ll miss out on that and then you won’t be part of the comparing alternatives or evaluation of options or finally, making the purchase. You want to be part of the information seeking stage, and that’s where you would research that the various types of laptops and make your decision. 

Introduction to Digital Marketing:
A guide on Digital Marketing opportunities and how to start a blog on your own Kindle Edition
Five stages the consumer buying process:

  1. Problem recognition
  2. Information seeking
  3. Compare alternatives
  4. Evaluate options
  5. Make purchase


First of all, Search Engine Marketing is the head term here and then underneath SEM, we have Search Engine Optimization called SEO or Pay – Per – Click, which is PPC. In this example, you’re looking at a firm, a company, that sells floor covering. On the left you see the organically placed ranked placement of their company in a web search and then on the right, you have a placement as well. However, you see the ad insignia on the entry on the right. That means that they had paid to be placed at the top of the search. We call that Pay – Per – Click and that is a strategy. Is it the right strategy? It really depends on what we’re doing. But there are two strategies. The one on the left again is an organic placement and the one on the right is a paid placement. The key difference between SEO, Search Engine Optimization and Pay – Per – Click, PPC is that with SEO. It is basically organic. The website is placed there because it’s a quality website, it’s got the right use of keywords. It takes time for the results to work and take effect. SEO does not happen overnight, it’s a long process. To improve the website's searchability and doing the right strategies, it takes time. It is gradual. It requires consistent work. Then there’s a residual benefit that once you’ve designed your SEO properly, then the website will be visible. It’s not something you have to work on every day. There’s no escrow or money put into it like Pay – Per – Click. With Pay – Per – Click, after you set it up through Google AdWords and you’ve purchased the keywords, the results are almost instantaneous, but it does require management. The budget that you set up might be spent very quickly and that’s where the cost of it can go up. Then, once the bank is emptyor the escrow is empty, you set up with Google AdWords, the account. The results will immediately stop. In this slide, we show in the previous slide, a couple of slide ago we had an ad or a PPC placement, and we had an organic placement. This particular search for the branded keyword Coles Fine Flooring, which is what this business is. You’ll notice that they’ve got a ad, and they’ve got an organic placement concurrently. They do that because they want to lock some of their competition out. There are some facts that you need to be aware of and that is that for an ad, even though this is at the very top of the page, a lot of consumers are concerned about clicking on ads. In other words, if somebody is clicking, if a consumer is looking for Coles Fine Flooring, they put that in the search bar, there are only 20 percent of the audience or the prospects who will click on this placement for the ad, the one on the bottom, 30 – 40 percent will. That’s because there’s more credibility in an organically placed rank website. 

SEO 2024: Learn search engine optimization
with smart internet marketing strategies Kindle Edition

Ninety-three percent of all online experiences begin with the search engines. It could be Google, it could be other search engines. Google happens to control about 95 percent of searches. Seventy – five percent of users never scroll past page 2. That’s a very important fact that you want to be on the first page. A lot of prospects will not go past the first page. Seventy to Eighty percent ignore the paid ads. That’s why organic research is important.

What is SEO?

Search Engine Optimization (SEO) is a set of processes centered on boosting your site’s organic (unpaid) rankings in search engines like Google and Bing. The goal is to make your webpages more visible to users searching for topics or products related to what you offer. So you can generate more traffic to your website without spending money beyond what it takes to create that content.

Search Engine Optimization All-in-One For Dummies
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There are five main components of SEO:

  1. Keyword Research – involves finding the terms and phrases people type into search engines when looking for information.
  2. Content Creation – involves developing informative and/or entertaining materials intended for your target audience.
  3. On Page SEO – focuses on optimizing your webpages for search engines and users.
  4. Off page SEO – entails activities taken outside of your own website that aim to boost your rankings.
  5. Technical SEO – is the behind – the – scenes work that optimizes your site for search engines.

SEO broken down into two areas. We have on – page and off – page strategies. Both are important. On on – page strategy, that’s the obvious one. We want to have good content marketing there. We want to have the right keywords, and we want to research our keywords ahead of time. We want to have the right keywords, and we want to research our keywords ahead of time. We want to have images that are clear that load quickly and the page speed has to be good. Otherwise, the audience will become less patient, and the could click off the site. Again, on – page SEO involves optimizing the content and all the things, the elements that you would do on the page. But there’s something called off – page SEO. That’s where you try to get other websites to link to your website. That actually reflects to Google. Let’s just say that we’ll use Google for now. Google looks at that as quality, because it sees that links are pointing to your website, and what that's tells Google is that, your website is in authority. You are blogging and you’ve got guest blogging and social media is off page. If you have really effective social media with a lot of followers, that can affect your SEO from off the page. Off – page SEO involves any activity to drive awareness and refer traffic to your site from other sites. It might be your own social media but that’s considered another site. Both of these put together, on – page and off – page SEO lead to better ranking for your websites, and that’s the key.

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Now, we’re going to look at keywords because keywords are important. If you want to be found for a certain keyword in different examples but on that floor covering site, they want to be found for the term floor covering. Although that it’s not what we were searching before, but floor covering is important. That’s a keyword they need to be recognized for. They need to place that within their website in a fairly frequent manner but not overusing it. 

What is PPC?

PPC is an advertising model that involves paying a fee each time your ad is clicked. Search ads are a particularly popular form of PPC.

There are five main components of PPC:

  1. Keyword selection
  2. Bidding
  3. Audience targeting
  4. Ad copywriting
  5. Remaining ad settings

You also might purchase keywords through Google AdWords. Than if you do that, then that’s where the PPC, your Pay – Per – Click comes into play. Now, there is something called the head or short – tail keywords, middle tail, and long keywords. What this chart shows us is that the higher you are up to scale with a short keywords, like for example, shoes or woman’s shoes, that would have a 
PPC Made Simple: Pay Per Click Strategies
For Dominating Google Adwords
very high search volume. But there’s a downside to it. There’s a low conversion rate if you look along the lower horizontal axis. Why? Because there’s so much competition for that, so you have a low conversion rate for that, so you have a low conversion rate for that. That means as far as actual purchases. In middle tail keywords that are a bit longer, you have less search volume but probably a higher conversion rate. Then a long – tailed keywords on the bottoms of the chart.

It shows you that you’ve got lower search volume for it but a higher conversion rate. You want to try to use short and long – tailed keywords concurrently. Here’s an example, if you want to talk about a random topic like bed sheets. Bed sheets would be a short keyword and that would be on the very top. It would have a lot of competition from a lot of retailers online and brick – and – mortar, and 
Search Marketing: A Strategic Approach to SEO and SEM
you would have a low conversion rate but there’s a lot of volume. But what if you’ve used the keyword bed sheets that keep you cool? That’s a long – tailed keyword. You would have quotation marks around the whole thing. If anyone look for that online, if they searched for bed sheets that keep you cool, if you were selling bed sheets and that was your long – tailed keywords, you would have a very high chance of conversion because very few other retailers would show up for that bed sheets that keep you cool. That’s the power of a long – tailed keyword. Lastly, there are sites that you can go to that can help you look at any website. This is  a free site. If you to this and you put this in your search bar, it’s going to ask you for a website. You put in any website, it will actually score it for you. It will give you some scores. One is, it will look at you on – page SEO, and it’s going to look at links. This particular websites doesn’t have any links pointing back to it. That’s off – page SEO. They not have done a good job there, they need to correct that. Usability is okay, performance is okay. Social media is good. So it gives you like a radar chart that helps explain that. 


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Social Media Marketing

Social media as it relates to digital marketing. The social media platforms by popularity in US. The chart shows that YouTube is number 1. It really has taken over the number one spot from Facebook in recent years. Facebook is number 2. The Facebook popularity has declined in most age segments, declined a lot with younger old segments. But it is still strong with older users. That is its core audience right now, is older users. Instagram over the years has grown the fastest. Over the last, say, 3-4, really 5 years, Instagram has really gained in momentum and is now number 3 on the chart. That’s something to keep in mind, a very significant trend. The social media frequency in the US. It continues to evolve. The Facebook has quite a heavy frequency. A lot of daily users on Facebook. The same with Snapchat, a lot of daily users. Instagram, same thing, of course. Twitter not as much. YouTube quite a few daily users. The fact that social media has become a daily activity with most Americans.

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If we want to look up and coming consumers, we look at generation Z. Generation Z, they’re effectively teenagers today. Instagram leads with generation Z. But Tik Tok is gaining popularity. They are actually right now with generation Z growing fastest.

Facebook is almost the last place for generation Z. The only one with with fewer users would be LinkedIn and that’s because it’s more of a business – to – business type platform. You wouldn’t expect a lot of teenagers to have LinkedIn accounts, although some do.

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We’re going to be looking at a very important trend for businesses. Organic reach. Organics reach is how many consumers that you are reaching at a particular time. Reach means your content has showed up on their new feeds and they’re seeing it. Doesn’t mean they’re doing anything with it, consumers. But you have to reach in order to have engagement which is the target for social media marketing.

The problem is that since 2012, the organic reach has dropped significantly each year controlled by, in this case, Facebook and Instagram. If you have a business, you had a free ride in 2012. You could reach 17 percent of your audience just by posting anything. Today, this chart depicts 1,5 percent in 2018. It’s actually below one percent now in the current year. It’s sort of a scary concept for businesses because 5 – 7 years ago.

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Including Tips on Personal ... and Using Influencers (Brand Storytelling)
Even 10 years ago, doing very well with Facebook as a free platform and they were reaching a lot of their audience and gaining momentum. But that’s since the organic reach has been curtailed by the Facebook and Instagram. Along with that declined, you will see ad revenues increasing. It’s no coincidence that ad revenues are increasing because businesses are being curtailed as far as their organic reach so they have to buy reach. Because they have to buy reach, they are spending more each year in order to reach more audiences. It doesn’t mean they’re going to get engagement, it just means they’re reaching, but you have to have reach to have engagement. There’s a reverse trend and that’s something important to remember. That’s the same with Facebook and Instagram. Their ad revenues have increased along with the decline in organic reach. There’s a direct relationship there.

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Daily potential reach for a particular business, this is for a hotel in the San Diego Area. Each day, they’re seven days listed, the highest day is 12,640 and the lowest day is 12,575 or actually 471,12641. What does that mean? That means that the answer pretty clear. The potential audience for this business to reach, and this is Facebook, is consistent throughout the entire week. There is no weekend drop off. It’s consistent through the week. But the image right below that looks like a whale in the ocean. It shows peak time of the day when social content will have the largest audience. Really, it’s right around 8:30 AM to 9:30 PM. After which time, the available audience plummets and then the lowest point is going to be around 2:30 to 3 AM. Then it starts building fairly quickly from there. The reason businesses have to know this is because you need to know when you should be posting. You want to post where you have the highest available audience. That way you’ll have the highest available potential engagement. So don’t want to be posting at 2:30 AM or 3 AM in the morning. 

Reach versus Engagement

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Gaining the Hard & Soft Skills for a Tech-Driven Marketing Career
Photos reach more than links, the photo will get higher reach, the link will get the lower reach. Also with that lower reach, the link gets less engagement. If you are going to link to a video or something that’s on the outside, you’re not going to get the engagement you probably want. Photos do a lot better and videos do well also. The social engagement pyramid, it is a pyramid and it starts with the base of the pyramid. You can not have a pyramid unless you have a base and that’s where it’s starts and there’s a next level and and then the top level. The bottom part starts with reach and reach is the goal of traditional old media advertising or marketing. How many eyeballs can you get in front of? It doesn’t mean they are paying attention attention to you, but it just shows how many eyeballs you have reached. You have to have that though. If you are the community manager, which is what a social media manager is for a business, you are called a community manager, you have to reach. But if all you are getting is reach, you are not going to keep your job that long because you have to have reach and you can buy reach, but you can not buy engagement. There is a direct correlation between the number on reach and the numbers of engagement. In other words, if you have a few reach, 1,000 potential customers or 1,000 people, that’s your reach. But the engagement might be 25 or 30. Those are people that actually are engaged. Actually click on like, comment or that level of engagement. Let’s say you have 30 people engaged. If you had 100 reach versus 1,000 , you might have two or three people engaged. That’s why there’s a direct relationship between the amount of reach and the engagement. Engagement is how a community manager’s job is measured on engagement. But then if you look at the very top of pyramid, you have with sharing. Sharing is another level of engagement. If somebody is sharing your content, what that is saying is that they really buy into the content. They really believe it’s valuable and they are going to share with their network, there is an exponential growth potential there. That’s how content can reach a million people through sharing. That’s really the highest level of engagement. But you really need the mid level for sure and that’s how you are going to be judged as community manager. How do you get more engagement? There is the 80/20 rule. It’s about thinking value first and sales second. 80/20 rule has been out a number of year now and there’s been different variations of it that have been positioned by different marketing people but the core premise of it hold true for today. There’s some psychological and consumer behavior of issues going on here and that is that the consumers will unfollow a brand that promotes incessantly or every post is promoting their brand. Consumers will unfollow that, 46 percent will. Marketers need to find the balance between selling and offering value and entertainment to the audience. The one thing I think community managers can lose track of and businesses can lose track sometimes is the fact this is an entertainment medium. You need to keep people entertained. Entertainment in the context of the 80/20 rule has to do with education, information, valuable information, something that appeals to people’s interests, something that’s inspirational. That’s the 80 variety of this breakdown, then the 20 breakdown, the 20 percent variety is promotional and driving sales. If you try to sell with every post, every communication, you will actually lose your audience. They don’t want to be sold to, they want to be entertained. Something to keep in mind, another way of positioning the 80/20 rule, 80 percent of your social message should focus on engaging your audience and only 20 percent should be directly promotional, so don’t oversell. How does the 80/20 rule work? It’s a psychological concept based on consumer behavior. So WIIFM, W-I-I-F-M, What’s In It For Me. You always have to ask as community manager, what’s in it for me? Meaning, what’s in it for audience, what do they get out of it? It’s not what i am trying to do marketing wise, it’s what they get out of it. It’s not what I’m trying to do marketing wise, it’s what they get out of it. Audiences don’t like being sold too. If you do it too much, you lose your audience. Audiences desire entertainment and informative content, that equals value to them. That’s why they come back to you. They don’t come back to you to keep getting sold, they come back to you because you are offering something over and above that. That’s the essence of 80. You make sure that most content is informative and entertaining and direct promoting and selling of the brand should be kept at a minimum. 

100 Practical Ways to Improve Customer Experience:
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If you are a business promoting your brand through social media, you are a community manager, imagine yourself in that chair. You don’t have to exactly 80/20. It might be 70/30, it might be 60/40. Sometimes we have had clients where the business is heavily promoting an event that is very, very important to them. So, they are going to use more promotional posts during that time. Their ratio may be closer to 60/40 versus 80/20. So it can vary based on the needs of the business, for the strategy of the business, but most of your posts, they have to be 80, but most of your posts need to be adding value to the lives of your audience. Some live examples, a hotel, they have a post where they are selling something, they are selling a yoga event which you sign up for that. This is the 20 percent variety. They had three engagements, they reached 369, which is the bare minimum, three engagements and no likes. Then if you look over here on the right hand side of the page, there’s a picture of President Kennedy back in 1963, because this is a historic hotel and one of the unique selling point is this history of it. It shows President Kennedy and his motorcade going by the hotel. There’s a brief story around that. If you notice, instead of zero like it’s got 36 likes and engagements of 268 and shares and comments and 1800 people reached versus 369. The more interesting the content, the more interested the audience is. The social media algorithms take effect at some point and they expose the post to more of your audience. If the small sample of your audience resonates with them, they allow more of your audience to see it, and that’s what happened here, this was not paid reach here. 

80/20 Sales and Marketing:
 The Definitive Guide to Working Less and Making More
It’s a story, We tell a short story and it resonates. Again, it shows you that you will be successful if you use some version of the 80/20 rule. You notice they have a Black Friday sale again, heavy promotion right there selling that. They had 37 likes which for Instagram is not very good. This one was more just showing the one of the unique selling propositions of the hotel. They have a beautiful Olympic – size pool. They are showing that, they are not sell anything, they are just showing the picture of the pool with a beautiful background. They had 336 likes versus 37. That’s another indicator of what’s going on. Then two more instagram ads. A lot of proof of concept here. Here you have a sale, this is the Hotel’s restaurant is on GrubHub so they are promoting that, had 16 likes which is very low for Instagram. Then for this slides which shows a sign outside their front door, were not selling anything, they’re just showing a really cool – looking sign with a beautiful sunset. It’s called the Boulevard, there on Boulevard, shows Boulevard 247 likes and that was another. It’s proof of concept that’s how the 80/20 rule works. This is actually for a brewery, for a well – known brewery called Stone Brewing. We have got the 20 percent variety, had 48 likes which is pretty low and there we have people. I want to make the point now that of the 80% variety, value, entertainment, interesting things, showing team members does resonate well with audiences. The team members resonates. That’s something that you want to keep in mind when you develop 80 variety of the 80/20 rule is the fact that team members is part of the 80. It shows team members having fun, it personalizes, humanizes the business. That’s really important. The last is about storytelling, if you can tell a story in social media, you will get more engagement. Again, because it’s a hotel in their unique selling proposition is all about the history of te hotel. This shows some of the famous guests they have had at the hotel, Frank Sinatra, people like that. Then they have again, President Kennedy, a story about his last visit to San Diego. It’s a story that resonated with a lot of people. Look at the likes first, look at the likes here. Both of these had more likes than normal. This one had a lot, but it told a really cool story and 45 shares which is astronomical. I just want to tell you that storytelling is important. If you have chance to click on Airbnb, Airbnb tells a great story on You Tube so stories resonate with audiences.

 Reputation Management

An area that has emerged in recent years of great importance to digital marketing is reputation management. The company’s reputation can be built up over extended period of time. It can also be destroyed in a very short period of time. Reviews or customer reviews are an essential element of

The Glowing Reviews Profit System: One-Page Blueprint to Generate More Reviews
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reputation management. That’s what we are going to discuss here. Why are reviews so important and why should we manage them? There’s more reasons to manage them than most business people currently know. There are some of the research that supports that.

First of all, reviews can come in two ways. They can be positive reviews or negative reviews. First, let’s look at positive reviews and why they are so important to manage for a business. How can positive reviews improve a business? Well, they affect the brand’s reputation, which is fairly obvious but true. Another point is that search engines will rank a business based on its review ratings. If you are looking for a better website ranking, better SEO reviews or customers reviews and how they are managed can affect that. Another key point is that happy customers feel valued when they receive sincere management responses to what they reviews, and sincere in italics because they need to be originally written responses by management, not just copy and paste that thank you very much responses. Think about yourself when you post a review for, it could be Amazon product, it could be a restaurant, a hotel, could be almost any experience you have a customer. If you write the review and spend time doing it, and if it’s a positive review, you might include images to take it to the next level, and you have received a sincere response back to management. What it does is it reinforces and cements the relationships. It gives the company a chance to retain you as a loyal customer. That’s incredibly important, that’s the last point here.

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We also have to manage negative reviews. Negative reviews can affect a business in a number of ways as well. They can also a brand’s reputation, which is fairy clear. Negative reviews are opportunities for improvement. Some people move forward thinking business managers believe that negative reviews are a gift because they tell businesses, it is the voice of the customer. It tells them what they should improve in the way of opportunities for improvement. Search engines will rank of business based on review ratings including negative reviews. It’s going to have an influence there. Unhappy customers are more motivated to share a bad experience, and that’s a consumer behavior principle that some behavioral scientists have found that a customer with a negative experience will tell 10 times as many people about the negative than a positive one. The theory behind that is that positive experiences are expected negative are not. So there is a bias for posting negative experiences. Too many bad reviews can lead to prospects discarding the business as a viable option. If you are going to perhaps stay in hotel, you look at the star rating and you see a fairly ow star rating below 4.0 on a hotel, you might start looking at some of the reviews and that could seriously impact your decision to stay at that hotel.

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Winning in the Digital Economy with Experience Insights
What’s the importance online reviews from a management standpoint? First of all, most businesses do not answer all of their customer reviews. They should, but they don’t. Here’s why. Because the second here, the quality management responses can equal 15.4 percent increase in Google ranking or SEO. That’s a very important statistic. Because if a business manager ignores customer reviews, they are leaving a real potential benefit on the table, and that’s a bump in Organic Google ranking 15.4 percent. We believe that answering all reviews is important in a sincere way and being involved with them. The third point is 85 percent of consumers trust online reviews as much as recommendations of friends. They consider them peer reviews if you will, or a peer opinion as opposed to a paid advertisement. Ninety seven percent of customers believe that reviews influence their buying decision. You are looking at the star ratings. Even if you don’t evolve yourself too heavily in reading a lot of them, you are still looking at star ratings. Ninety - three percent of consumers find reviews important when making a selection, so there it is part of the selection process. Now on average, customers read as many seven reviews before trusting the business. What’s going to happen is that if you want to go to a restaurant, you might read as many as seven reviews. The more reviews you read, likely the more high – involvement the purchase is. In other words, if it’s an important purchase, a laptop computer, a new smartphone, something like that, or

a car, you are going to read more reviews than if it’s a low – involvement purchase, and that only make sense, that’s a level of research. I have established why they are important. Now I would like to just go over a couple of reviews. First of all, how not to respond. Like I said before, a negative review, and that’s what it is, a negative review is an opportunity for improvement. The last thing you want are customers leaving your business dissatisfied and never telling you about it. In this particular case, I have posted some actual reviews from clients of ours that I am going to share this with you, but I am not going to read every word because I know it’s going to take too long. But in the first one from Megan and this is from a floor covering company, “I had a terrible experience with Cole”. That’s the name of the Company. “I had arranged to have floor covering installed in my entire condo. The job was going to be under $10,000, I paid $3,000  deposit, and I am no longer confident it will be returned. I am contacting my lawyer today. Please return my deposit, Coles. This is the way the business responded. They said, “We are unaware that you wanted to cancel your order. When we arrived last week on the day of the installation, your home was not ready,” and so they make excuses there, viable or not, “we have issued the refund this morning less the restocking fee for the special order material.” This is in the public forum. This was a review in public forum. Was that an appropriate way to answer that negative review to become defensive? Here’s the recommended response. It is that Dear Megan, this is going to be a key point going forward. Always try to call the customer by their first name. Dear Megan, this is our recommended response, I convened our sales and support team to review the activities and actions of Coles as related to your experience. We have already refunded the deposit but I am including my email address and would like to extend my personal apologies and discuss corrective actions we have undertaken. “Again, this is by no means an explanation and by no means an excuse for the unfortunate and a typical treatment you received. Should you have any additional questions or concerns, please email me at,” and there’s hotlink to an email address. Two things happened here. Number 1, call them by their first name. Do not blame them for the issue because, remember, it’s a public forum. Other people will be reading this. If you notice, under the bad review, five other people voted for the review as legitimate. This is a very bad thing. Now you have, not just one customer, but five other ones read this initial review and could be taking action by not using this company for their floor covering needs. Again, a best practice, apologize. Try to put yourself in the shoes of the customer or consumer. Call them by the first name, leave a hotlink for them to email you. Don’t leave your phone number. They are going to much more apt to click on a hotlink. This is another. You can read this one. I am not going to read every word. But again, this customer was very upset. I will just read it quickly because it’s short. “The sales plan is to call back and tell you the smallest kitchen remodel they have ever done is 24,000 without knowing anything about our project or seen our house. No, thanks.” They were blown off. Now, this company responded, but they did not apologize for potentially blowing them off and they put a phone number. Did not call them by their first name, put a phone number down, which we don’t recommend. Our recommended response is, “this is not how we do business and we are disturbed by the scenario you described. “Please, email us.” Again, a hotlink to an email. We would like to communicate with you further and signed, “The Team at Coles Fine Flooring.” We signed it as the team. Those are some ways to answer negative reviews, excuse me. This is a way to answer positive reviews. What are we doing here? We are calling them by their first name, we are thanking
The Review Cycle: The four-step model to mastering your online reviews.
them for their five star recommendation, and we showed them that we read their review. “Perhaps, next time you will be able to stay longer,” with a smiley face. Two things we have done: we have put their name in it and we also put the name of the hotel, the client in there. The reason we do that is because, this is now searchable. We want consumers to be able to find our five stars reviews. This was a five stars review, so we want them to be able to find it. That’s why we did it that way. Again, this is pretty much the same treatment here. I won’t read this, but we are showing that we read their review, we are mentioning the people they recognized, back to them, and we are calling them by their first name and we are putting in the name of our company because again, we want this to be searchable. Moving on, This is how not to respond to a positive review. This customer left a review for a restaurant and it was fairly detailed. They actually were nice enough to put a picture in. This should have been answered with some though, but instead it wasn’t. The Manager, he said, “Thank you so much for your comments, hope to see you soon.” This Manager copied and pasted that from another review. If I left this review and I got this, I would assume these people don’t care, don’t value what I said because they are just copying and pasting a review. That doesn’t reflect anything that I said here. “We are glad you liked it”. What they do is they probably alternate copy and pasted responses. That’s a bad way to do it.

Reputation Management: Strategies for Building
and Maintaining a Positive Image in the Digital Age
We recommend don’t respond at all than just short copy and paste the reviews in. It’s better not to respond at all. Let’s review the strategy here, what we just look at. We respond to all reviews, good and bad. We use originality, we are original. We are actually going to repeat something back that the customer told us to prove that we read the review. Repeat something back to them. Perhaps they said “We had a short stay”. We said, “Perhaps the next time you could stay longer”. Or, repeat the names of employees that they recognize back to them. Any further communication should be via email. That’s really important because you never want to get into an argument with a customer online. You don’t want to have a defensive tone and have them write you back in an open forum saying, “You are wrong, I disagree, This is terrible”. Any communication should be via email. In all the reviews sites, there’s a way to reach out inter – personally. That includes if you are going to offer them anything. If you are going to offer them something free to make up for a really bad experience they had and they have a legitimate reason
Glassdoor Review Removal Secrets:
 A Guide For Quickly Removing Negative & False Reviews Harming Your Recruitment
to be complaining, you would want to reach out to them privately on that. The reason that is because you don’t want to be putting them in public forum because then other potentials customers could be trying to get more free stuff out to you as well. Use their first name if you can, make sure the business name, your name, is mentioned in a five – star review. Remember, when you are dealing with positive reviews, It’s an opportunity for CRM , Customer Relationship Management. The negative reviews can be challenged under certain circumstances. If there’s some comment that is racist or they use profanity in a negative review, it can be challenged and taken away by Yelp for example. They will actually take the review away. Also you can have reviews removed. If you offer the customer something, they can go in and change their review, those are some ways you can do it. One quick story is that if it’s a hotel, and the hotel’s got bad reviews over a number of years and they just complete a new renovation where they completely renovated the hotel, and a lot of those reviews were based on a poor product, almost all the old reviews can be taken away. That has to be done with the review platform directly, and you are going to have to offer proof of that. But that is one thing that we have done. The last point is about search engine optimization.

I Just Got A Negative 1-Star Review. Now What?
They are ranked 15th out of 295. By answering all the reviews and focusing on the reviews that were negative and positive. The negative ones gave us opportunities for improvement and we corrected some things that they were  going wrong. The positive ones, we would ask the customer to tell us their story in the form of a review if they are happy. We encourage more, we took care of the positive ones, took care of the negative ones, and there you go. This shows you that the Lafayette Hotel, this is a generic term, in San Diego, which is where the hotel is. You notice that their organic ranking is very high. Here it is right there on the first page of a rea basic keyword, hotels in San Diego. They are there because of SEO, because of the fact that their reviews are so strong. That has given them a bump in SEO. That’s really one of the real benefits of answering all reviews. 

Content Marketing Strategy: Harness the Power of Your Brand’s Voice

Content Marketing

What is Content Marketing

  • The creation and distribution of digital marketing collateral
  • Its goal can be to increase brand awareness
  • Or to improve search engine rankings
  • Or to generate audience interest

Content Marketing – Storytelling

  • Storytelling make the audience feel something
  • Stories have a narrative structure that our brain follows very easily
  • This narrative structure is something that we recognize
  • Telling a story is powerful because it has excitement and tension built in
  • Storytelling appeals to emotions
  • The more emotional we feel about a product, the less likely we are going to feel cynical

Unleash the Power of Storytelling: Win Hearts, Change Minds, Get Results

The “why”

The why statement should be able to inspire your team and your customers alike to contribute to something larger than themselves.

Some companies have a clear purpose and others don’t?

Understanding the “Why”

  • Why – this is the core belief of the business
  • How – this is how the business fulfills that core belief
  • What – this is what the company does to fulfills that core belief

To determine your “why”, ask yourself

  • What is the business’s purpose?
  • What is the cause we are working toward?
  • What is our core belief?

People don't Buy what you do. They Buy why you do it: Lined blank notebook

People don’t buy what you do, they buy why you do it

The “why” to storytelling – Nike

Nike stands for athletic excellence – not sneakers or sports equipment

The “why” to storytelling – Disney

Disney stands for family happiness – not theme parks or movies

“The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting iconic brands, creative minds and innovative technologies that make ours the world’s premier entertainment company”

The “why” to storytelling – Patagonia

“At Patagonia, we appreciate that all life on earth is under threat of extinction. We aim to use the resources we have  - our business, our investments, our voice and our imaginations – to do something about it”


Storytelling in Social Media

The one thing about social media is that you can tell stories in social media. The storytelling is important because it expresses the “why” statement about a business. In this case, this is a hotel. The why statement of this hotel is to offer their guests a world – class experience, but that’s really not their why statement, that would be their mission statement. The why statement is, they want them to feel something and they feel it through storytelling. This hotel has a lot of history. 

Storytelling in Business: How to Use Brand Storytelling in
Social Media and Presentations to Grow Your Influence as a Leader and Entrepreneur
The history is the unique selling proposition of the hotel. What they want to do in their social media is to try to tell stories as much as they can,  that incorporate their why statement into their content marketing. You would see if you look at this Company’s website, if you look at their social media, one of the key elements is their history and that’s where they focused their storytelling around the history. Their history of related social media content is the most well – received and the most popular content in their social media.

That’s their purpose. That’s their mission. That’s part of their why statement. Again, the Top Gun part of it was filmed there, some really key scenes in the movies. There’s a storytelling based around that. Then John F. Kennedy drove in front of the hotel in his motorcade the year he was assassinated, so they like to tell that story too. We looked at content marketing and we broke it down into areas that you really should focus on and that is, every business company should understand their why statement. Not only should they know what they do and how they do it, every business knows that in total view, but why they do it. Then integrate storytelling into the why statement and then you have a more powerful effect for content marketing. 

Social Media Strategy: A Practical Guide to Social Media Marketing
 and Customer Engagement

Why storytelling should be a priority for marketer:

  • Storytelling enables marketers to develop a deeper connection with the audience. Storytelling is a fundamental human experience that unites people and drives stronger, deeper connections.
  • Storytelling is a powerful method for learning.
  • In addition to being an important strategic tool, storytelling can be an important tactical tool that lets marketers engage consumers in a fragmented media world.


Source: https://www.coursera.org/