Category Archives: Customers

10 ways to put the Customer at the Heart of Business by Denyse Drummond-Dunn

Sometimes we need to be reminded that our customers are the heart of our business. Denyse’s article below serves as a powerful reminder.

 

Many of you know that you need to become more customer centric, to put the customer clearly at the heart of your business, but just don’t know where to start.

This week I give you ten simple actions to accelerate your organization along its path to improved customer centricity.

#1  – Review the description of your target audience

Do all your brands have a clear description of their target audience? Is it as complete as it should be? If not, then use the 4-level who, what, where and why model to complete it for each one. Include not only demographics and consumption / purchasing habits, but also information about where they do these things, what values they have that you can tap into and what emotions motivate them to use your brand.

#2 – Assess the optimum way of connecting with your customers

Do you know the best way to contact your target customers, as well as their preferred place and time to connect? Review how you communicate with your customer and what information exchange there is at that time, Is it one-way or two? Are you in a monologue or a dialogue? Obviously the second is preferable as you can learn more about your customer when they are ready to share their information with you.

Maslow’s hierarchy of needs

#3 – Identify the needs your brand is addressing

Do you know which of your customers’ needs you are tapping into? There is certainly more than one, but if they are not sequential your customer may be getting mixed messages on what the brand can do for them. Knowing where your brand sits on Maslow’s hierarchy can also bring more successful regional or global launches.

#4 -Make your customer everyone’s responsibility

Is customer care only on the objectives of one or two departments in your organization? It should be on everyone’s annual objectives to watch, listen and engage with your customers and to understand how their work fits into the company’s objective to delight them.

Identify possible scenarios to be better prepared

#5 – Plan for the unthinkable

Do you know where your business is going? Do you know what might happen in the future and what you would do in each situation? How would you react to new laws, new customer demands, and their new sensitivities such as ecology, sourcing or ingredients? It is best to plan for such events before they happen, so you can quickly react to challenges as well as opportunities.

#6 – Review your business plans for customer centricity

Are your customers clearly identified and described in your plans, as well as the customers of your major competitors? Review your plans by considering how your customers will react to each of your planned actions; not just the outcomes you are hoping for, but a true detailed analysis based upon your understanding of them and their desires. Have you planned any actions to surprise and delight them, or are you only relying on the “same old” activities, repeated from last year? People get bored quickly and you can actually “train” your customers to expect your actions, which as a result will quickly become less interesting to them. Plan at least one unexpected WOW action each year.

#7 – Expand your innovation thinking

Are you blocked in an innovation box, relying on your internal technical and expert skills? If you know your customer well you can offer them more successful innovations, perhaps through additional sensorial experiences. Consider adding sound to taste, color to services, touch to packaging, aromas to retail displays. Give your customers more reasons to stay with you and they will become more loyal.

Testing isn’t the only way to make great ads

#8  – Stop testing your communications to death

I can feel your shock as you read this, but why not review your process for developing your advertising? If you spent more time and resources reviewing how to connect with your customer, and then reviewed early stage work up-stream with them, you would be more likely to develop winners. It would also reduce or totally replace your usual tests just before airing them, when in most cases it is too late to change anything.

#9 – Define your image

Your brand has an image but it might not be what you think it is. Make sure you are measuring it regularly and not only on the attributes that you ideally wanted to perform well on. Review and update the attributes used to measure the perceptions of your category with your customers, and ensure you measure what is (also) important to them. The coverage of the total category will likely be more complete and you might even find a new or adapted positioning that no-one else is currently occupying.

#10 – Update your KPI’s (Key Performance Indicators)

You know that what gets measured gets managed, well are you measuring what needs managing or only the easy metrics to gather? It you know your customers well, who they are, what they do, what they think of you and your competitors, and then compare these to where you want to take your brand, the metrics you need to be measuring become evident.

I hope this list has helped you to define a few areas that need revision in your organization. Even taking action on just one of them will improve your customer centricity. Of course doing them all will ensure that your customer is really at the heart of your business, as well as in the hearts of all your employees.

Hugs and Shout out to Denyse

The SendOutCards.com/loryfabian system is a valuable tool that will help grow your business. Never underestimate the power of sending a personalized greeting card and/or gift. Sending cards is a simple and easy way to help build better relationships with your customers who will become life long, faithful customers. And those types of customers provide referrals without ever asking.  In other words, free word of mouth advertising. (The best kind!)

 

 

5 Tips from Getting the Most from LinkedIn by Dr. Misner

I had the honor of meeting Dr. Misner a couple of years ago at a BNI Convention in St. Louis, MO.  Only minutes from going on stage  that day, I learned firsthand that Dr. Misner is the real deal.  Dr. Misner not only took the time to shake my hand and look me in the eye, 5 or 6 elevator speeches rolled off his tongue for use in my SendOutCards.com/loryfabian business as well. How awesome is that?

 Dr. Misner is called the “father of modern networking” by CNN.  He is the Founder and Chairman of BNI, the world’s largest business networking organization and a New York Times bestselling author.

Just as E.F. Hutton use to be the voice of the financial world, Dr. Misner is the voice of the networking world today. The article below was written back in 2011.  Dr. Misner’s tips were true in 2011 and still hold true today.

What I’ve learned from years of using this social media platform.

 If you had any lingering thoughts that social media was just a “fad,” you may want to let those go, particularly in light of LinkedIn’s recent IPO — with a valuation of $4.3 billion. (2011)

I’ve been following the development of online business networking for several years, particularly the inception of sites like Ecademy.com, Ryze.com, and of course LinkedIn. While there are many competitors to LinkedIn, for now it has risen to the top of sites devoted primarily to business networking.

I use a variety of social networks to interact with colleagues, associates, and friends, but LinkedIn has some features that set it apart from the rest. In fact, many BNI members have used it to stay in touch with each other. As a person in the “500+ connections” category, I use LinkedIn as a way to disseminate the many articles I write every month, as well as to promote books and publications. Here’s how I use it and what I recommend to others.

1. Connecting with More People

I’ve spoken to countless entrepreneurs who have doubled or tripled their business because of the relationships they are able to make on LinkedIn. With the ability to view detailed profiles, become connected to people via a shared acquaintance, and post updates about one’s business or career for these connections to share, a huge number of the barriers to connecting with people in different geographic locations simply don’t exist to members of LinkedIn.

LinkedIn is also a well-known resource for both job seekers and recruiters. The site lets businesses pay to post jobs and sells enhanced profile and services to jobseekers. Successful recruiters rely heavily on networking and LinkedIn to find candidates for open positions.

2. Participating in Groups

LinkedIn Groups is a wonderful way to meet others who share an affinity, whether an industry, cause, or an employer, and to have an online arena for exchange. Being a member of a group removes the barrier that LinkedIn ordinarily imposes that you must personally know someone to send a message or invite him or her to connect.

LinkedIn Groups is most valuable when used effectively to build influential connections. Participating in a group — by asking questions, suggesting topics, answering questions, or recommending another member’s answers — is a way to build a more personal connection. For example, I mentor a large number of BNI members, entrepreneurs who want to better their business writing skills, meeting with them on a regular basis via telebridge. These “mentees” have also formed a group on LinkedIn, where they can share writing opportunities, and receive reviews of their work.

Participating in groups can take as much or as little time as you choose. For maximum impact, choose group discussions that are highly popular, judged from the number of responses.

3. Capitalizing on Search Engine Optimization

LinkedIn profiles show up very high on search engine results. The more links you add to your profile, the higher one’s ranking may be in search engine results. LinkedIn allows you to incorporate two very important links to a profile: web sites and a blog. Adding these to your profile not only builds your profile’s link count, but also lets you promote your site(s). I use this feature to highlight my own web site, BusinessNetworking.com.

4. Tying in a Twitter Connection

LinkedIn dovetails with Twitter. Indeed you can adeptly integrate Twitter with several social networks using Twitter’s application programming interfaces: I cross-promote content I have written across my various social networking accounts. Every article I write can be seamlessly shared via my Facebook, Twitter, and LinkedIn status postings.

Tying your Twitter account to your LinkedIn profile (achieved by clicking a box), allows you to promote your Twitter profile easily through LinkedIn.

5. Building and Enhancing Credibility

LinkedIn may well become the first place everyone will look to determine the business profile of an individual. LinkedIn allows a professional to showcase a collection of printed works or publications, recommendations from other LinkedIn users, company affiliations, and work history. When I want to know more about someone I’ve just met, I can learn quite a bit of information about them by reading their LinkedIn profile. I can see where they’ve worked, or what they’ve done in the business world, and I can see what others think of them by reading recommendations that others have written about them.

Since most professionals do not stay in the same job for a lifetime anymore, their LinkedIn profile can continue to capture their work history narrative.

LinkedIn also allows for profiles of companies and brands, which can be cross-connected with the profiles of the “humans” associated with those organizations – including executive management, the founders, and the employees.

These days, a professional’s worth is frequently judged by the quality of his or her network. So LinkedIn is particularly vital for today’s entrepreneur, demonstrating knowledge, expertise, experience, social capital, and the breadth of one’s network.

 

Ten Resolutions The Most Successful People Make And Then Keep By Mike Maddock

MOST OF US KNOW HOW IMPORTANT IT IS TO READ, LISTEN AND ASSOCIATE. AFTER READING MIKE MADDOCK’S ARTICLE ON FORBES.COM EARLIER THIS WEEK, I RESOLVE TO FOLLOW MIKE’S SUGGESTIONS IN 2014.  IT MAKES MORE SENSE TO FOCUS ON MIKE’S TOP FAVORITE RESOLUTIONS THAN TAKING TIME TO CREATE MY OWN LIST. AGREE?

HAPPY NEW YEAR MY FRIENDS.   YOU CAN BE THE JUDGE on HOW EFFECTIVE THEY ARE.

LORY

Ten Resolutions The Most Successful People Make And Then Keep

Well, it’s that time again—time to start rolling out the New Year’s resolutions. Some of us will vow to eat less, exercise more, live in the moment, be more grateful. You may even decide to bury the hatchet with the family member who makes you so crazy.

But what about your New Year’s business resolutions?

This time of year is a great time to start making—and keeping—business resolutions, too. But sadly, like our personal goals, we often make them (year after year) with sincere intent only to see them quickly fall by the wayside, as we revert to (bad) habits that we have vowed to break.

But what about the most successful people and their resolutions?

Have you noticed how the most accomplished people just seem to identify important things and consistently get them done? Study successful people long enough and you start to pick up on the resolutions they seem to consistently make.

Here are Mike’s top favorites:

#1 – Spend more time on the not-to-do list.

Strategy is the art of sacrifice. That’s why you may consider creating a larger clearing for what really matters by first identifying, and then avoiding, what matters the least. Your time is a treasure to be invested. Creating a list of things that you are not going to do, allows you to invest more of your treasured time on the few things that matter the most.

#2 – Essential first, email second.

What’s the first thing you do in the morning? For many of us, it is looking at email. We wake up with a renewed mind and spirit, ready to take on the world, and then we immediately allow ourselves to be distracted by an insignificant email. Instead, wake up, take on the most important task of the day, and then (and only then) hit the email.

#3-  Resolve to think about “Who” instead of “What.”

Do you work for a “What” business or for a “Who” business? Successful companies run the risk of focusing too much on their current products and distributors thus—the “What”—losing sight of the constant and dramatically changing needs of their customer base.

(The “Who.”) Insurance, pharmacy, health care, higher education often listen too much to their agents, doctors and professors. The real innovation starts with the end consumer.

#4 Resolve to find your purpose.

As my friend Simon Sinek will tell you: People don’t buy what you do, they buy why you do it. Starting a career, a company or any kind of journey that is based firmly on your purpose is foundational to success and happiness. If you don’t know your company’s purpose or even your own, finding one is the worthiest of resolutions.

#5 – Resolve to support a cause.

If you’re reading this, chances are you are one of the rare people who know how to start things. Fortunately, there are people like you who have already started causes that make the world better—they feed the hungry; they save the rain forest; they fight cancer; they do good things. There is virtually a cause for everyone, and contributing will make your year happier. Promise.

#6 – Resolve to invent more choices.

Here’s a secret that happy people know that I learned from my friend Dr. Dan Baker: You can’t feel grateful and fearful at the same time. And one certain way to become afraid is to feel trapped by any situation. The remedy is choice. The more choices you feel you have, the less trapped—and happier—you will feel. So this year, resolve to do a bit of brainstorming every time you feel unhappy.

#7 – Resolve to find a Yin for your Yang.

Walt Disney had Roy Disney, Steve Jobs had Steve Wozniak and Orville Wright had Wilbur Wright. Wherever there is great innovation, there is a Dreamer and an Operator; an Idea Monkey and a (Ring) leader. First, determine where your passions lie, then go find an equally passionate partner, then go change the world.

#8 – Resolve to get outside your jar.

You can’t read the label when you are sitting inside the jar. The sad irony of being an expert is that it keeps you from seeing possibility. After all, you know what works, what doesn’t, what you can afford, what’s been tried in the past. Instead of relying only on your expertise, learn how to find other experts solving similar challenges to the ones you are facing. Go ask them what you may be missing.

#9 –Resolve to be the creator.

What is the outcome you want? What stands in your way? How do you overcome these obstacles? These three simple questions will keep you from being victimized by any situation. Creators change the world. Victims just bitch about stuff.

#10 – Plan vacations. (now)

You have probably heard the saying, “Life is what happens when you are not paying attention.” Unfortunately for many of us, we let this become true. Do yourself a favor and plan your vacations for the next year today. I promise you that the days around your vacation will fill in nicely. I also promise you that you’ll have something to look forward to and the life that happens during your vacations will be precious.

Hugs and Peace out to  Mike Maddock

Learn more about Mike @ http://www.forbes.com/sites/mikemaddock/

7 Things I Learned from Startup Failure by Gary Swart

I PREFER TO SAVE TIME, MONEY AND HEARTACHE LEARNING FROM OTHER’S MISTAKES, DON’T YOU?

Gary Swart shares some of his essential truths in the article below that should be applied in all businesses, not just startups.

My former company, Intellibank, was sort of like Dropbox done wrong. You’ve probably never heard of Intellibank, because it came and went like so many startups do, but it was a promising company with smart people. We raised money and could have been the next big thing, but it never happened. Why?

Though Intellibank was not successful, I don’t view my time there as wasted. From the mistakes we made, I learned what not to do — and from there, I’ve arrived at some essential truths that can lead to startup success.

1. It’s all about the market

Even the best team with the best product will fail if its market does not exist. Venture capitalist Marc Andreessen says that product-market fit (a term he is said to have coined) is one of the most important factors he considers when evaluating startups.

At Intellibank, we did not achieve product-market fit. Every customer was asking for something different and we gave it to them. We had six markets with 40 different types of customers, and in hindsight, we should have developed just one product. We couldn’t be all things to all people — and by failing to declare our major, we created a world of chaos for our sales, product and marketing teams.

Even if you do have product-market fit, you will not get very far if the market is not big enough. To determine whether you fall into that category, ask yourself if the market you’re targeting is big enough to allow for pervasive adoption of your product and exponential growth.

2. Validate with your customers, not your investors

A common mistake among entrepreneurs is seeking validation of their ideas and decisions from investors. The most important people any company should seek validation from are their customers. That’s right, your customers matter more than your investors — and any good investor would agree.

Do not ignore yellow lights coming from your early adopters, because their activity indicates a momentum shift. Spend time understanding all aspects of the customer value proposition. I once heard Guy Kawasaki talk about his 10X rule — in order for people to switch and buy your new thing, your product doesn’t need to be perfect, it just needs to be 10X better than the alternative.

Think about the 10X rule and ask yourself: why should your customer buy your product? How does your product fit into the rest of his world? What influences their opinion of the product’s value? What is your product displacing — all products displace something — and why should your customer risk making that switch? You need to be as knowledgeable about your customer and their needs as you are conversant with your own product.

3. Focus, focus, focus

Focus and simplicity are often more difficult to achieve than building features on top of features on top of features. As a result, too many startups are unfocused. The time required to trim back an idea is not insignificant — said best by Mark Twain: “If I had more time, I would have written a shorter letter.”

In order to succeed, a startup needs to do one or two things exceptionally well; some of the greatest products today don’t have a million bells and whistles, but they solve one concrete problem brilliantly. I’m thinking of companies like Salesforce.com in the early days. They entered the market with good products, and over time they iterated, grew and added features — but not before they owned essentially the entire market.

By keeping it simple, measurable and achievable you’ll be well on your way. Everyone at your company should be able to articulate the goal of your business, enabling a dogged, unyielding focus on that goal throughout the organization.

4. Aim to exceed expectations

Your goal should not be meeting your customers’ expectations; it should be exceeding them. Truly great and memorable products surprise and delight their customers, so don’t be afraid to spend the time and money to build an exceptional product. But don’t let this pursuit inflate your product’s ego, if you will — making promises you cannot keep will leave you surrounded by disappointed customers, investors and employees.

I cannot emphasize how important it is in the long run to over-deliver to your customers. For example, Fab does not have to give every customer a $5 gift card with every order, but doing so wins them a lot of brand loyalty and even word-of-mouth marketing.

5. Figure out streamlined metrics to measure your progress

I once had a board member tell me that we were over-measured and under-prioritized. It stung. A lot. But it also made quite an impression. As a business leader you need to figure out the metric that matters most for your company and understand that the more you measure, the less prioritized you’ll be. Don’t fall into the trap of trying to measure everything. What I’ve learned is that in the early days, what matters most is having customers who love and use your product. Figure out the one or two best measures to determine this.

6. Pivoting is okay… but it is not a business strategy

I learned this one the hard way. At Intellibank, we would change our pitch deck based on what we thought would get us traction with investors. In one particular meeting, I was in the middle of explaining our revenue model, when a potential investor interrupted me and asked, “Can you tell me what your product actually does?” We were pivoting so often for different types of customers that we completely lost the big picture. You must be agile, but not to the point of an identity crisis; you have to look beyond your four walls and convey the big picture.

7. Ultimately, deliver a great experience. It’s what keeps people coming back

Customers come to restaurants for a great overall dining experience, but the food is the baseline. They come back if the service and experience exceed their expectations. It’s the same with any business—the product is table stakes and it’s the experience that brings people back.

Take a look at Hotel Tonight. It’s only accessible from a mobile phone and while there have been several times mid-flight when I’ve wanted to use the app to book my hotel in my destination city, I can’t and so I wait until landing. Using their service on my laptop would be nice, but the experience is so elegant and over-delivers every time, so I prefer to book my hotels there.

With all of these learnings in mind, think about the product you’re selling and think about where you see it going. Now take a step back and ask yourself the most important question of all—when your customers are using the product how do they feel, and will that feeling keep them coming back?

Shout out to Gary Swart is the CEO of oDesk, the world’s largest online workplace.

Why Do Your Potential Customers Say “No”? by Ultimatesparkle

Knowing the 5 buying decisions your customers have to make can help you understand what they are saying “no” to.

When selling your product, it greatly helps to understand the 5 buying decisions that your customers make before they are willing to say “yes” and purchase from you. Unfortunately, a single “no” to any one of these 5 decisions often results in loss of a sale. Therefore, knowing these decisions allows you to be aware of and address them all to help you connect with your customer and earn more “yes” decisions.

Decision #1: Do I like and trust you, the salesperson.

Your prospective customer’s first impression is often not with the product or service you sell, but with you. People judge others on two primary criteria: (1) likability and (2) competence. Each time you meet a prospective customer, they think, “Do I like and trust this person?” They need to feel that you are both a kind and knowledgeable person.

Do you have integrity — are you working for their benefit or only your own?

Are you credible — do you understand your product/service?

How to improve your chance of “yes, I like and trust you”:

  • Build rapport.
    • Be nice.
    • Be polite.
    • Be a good listener.
    • For tips on building rapport, see our blog When Meeting Your Customer for the First Time.
      • Have and project integrity.
        • Always be honest.
        • Make sure you work for their benefit, not just for your own.
  • Be credible.
    • Know your products and services.
    • Understand how your company adds value to customers.

 

Decision #2: Do I like and trust your company.

The prospective customer wants to know that your company is dependable. You are the representation of your company and how they think and feel about you will often be transferred to how they think and feel about your company. When you demonstrate integrity, credibility, likability, and trust, your prospective customer will be much more willing to see your company in the same light.

How to improve your chance of “yes, I like and trust your company”:

  • Only work for a company you personally like and trust.
  • Be familiar with your company.
    • Be able to talk about your company’s history, leaders, culture, and mission.
  • Provide material, if available and relevant.
    • Have a business card and direct them to the website for additional information.
    • Provide marketing material, if available, such as press releases, newspaper articles, customer reviews, etc.

 

Decision #3: Do I like and trust your product or service.

Even when the prospective customer likes and trusts you and your company, their primary concern is whether your product or service really will fulfill their emotional and practical need. The best thing you can do is to let them tell you what their needs are.

How to improve your chance of “yes, I like and trust your product/service”:

  • Understand what their need is.
    • Ask open-ended questions that start with Who, What, Why, When, Where and How.
    • Listen closely to their answers.
    • Confirm understanding.
    • A good way to do this is by repeating back to them what you think you are hearing and asking them if your understanding is correct.
    • A good example is “I am hearing that your need is X…is this correct?”
      • Understand your product’s benefits.
      • Provide the best product match for their need.
        • When they have confirmed that you understand their need, work with them on selecting the product or service you offer that fulfills this need.
        • Always be honest with yourself and with them.
        • Don’t try to sell them something they don’t need or doesn’t help fill their need.

Decision #4: Do I like and trust your price.

Most people don’t truly buy solely on price. They buy because of value.

How to improve your chance of “yes, I will pay that price”:

  • Sell value, not prices.
    • As stated above in Decision #3, show them the benefits of your product and service that fulfill their need.
    • Help them see the value that your product/service provides by saving them money in better quality, higher durability, uniqueness, timesaving, convenience, etc.
    • If one of your benefits is a low price, great! Make sure they are aware of this.

Decision #5: Is it the right time to buy.

No one wants to spend money before it’s necessary and their comfortability with when the right time to buy can vary widely from person to person.

How to improve your chance of “yes, I am ready to buy now”:

  • Identify their objections and concerns, if any.
    • Ask more open-ended questions such as “What additional questions or concerns do you have?”
  • Work with them to provide solutions to their objections
    • Are they still worried about money?
    • Maybe you can help them with flexible payment arrangements or discounts.
      • Are they concerned about making the wrong choice?
      • Let them know about your return policies and satisfaction guarantees.

It is important to not be too aggressive. If they are not ready to buy, don’t pressure them. Remember that the best salespeople spend energy on building customer relationships, not on pushing products and services. See our blog Make The Sale Without Being Pushy.

In summary, knowing and giving attention to the 5 buying decisions that your customers make will help you when selling your product. Whenever you hear “no”, try to understand which of the 5 decisions they are saying “no” to.

If they are saying “no” to you or your company, you need to work on building better relationships and branding yourself and your company.

If they are saying “no” to your product or price, maybe you need to work on better communication of the benefits and value that your offerings bring.

If they are saying “no, now is not the right time for me”, then you can ask them if they would be open to keeping in touch and when a good time would be to follow up with them.

Getting a “yes” from your customer means they are saying “yes” to all 5 decisions. The better prepared you are for addressing each of the 5 decisions, the better chance you have of completing the sale and truly fulfilling your customer’s needs.

Shout out to  ultimatesparkle

Network Marketing is About Relationships by Dean R Black

Dean Black states the obvious about network marketing is about relationships.  I wonder why so many of us do tend to skip over the basic rule of building relationships first.  If you are hunting instead of farming, you are working way too hard.

In business, as in sports, getting back to the basics is always the first step to winning and becomming successful. 

Network marketing is fundamentally about relationships. Building strong relationships before you talk about your opportunity is one of the basic principles behind any successful network marketing strategy. I realize that’s an extreme simplification of a sophisticated concept, but that’s the point. In fact, it’s so basic that if you’re not careful you can skip right over it.

Sometimes we don’t think too much about the simplest principles that are the fundamental building blocks in our approach to doing complex things. For example, when was the last time you really thought about how to drive a car? Most likely it was either when you learned to drive or the last time you taught someone else how to drive. But driving a car consists of a series of simple steps that combine together and result in a complex action: getting you from point A to point B without getting in an accident. It’s a big deal.

Building relationships in network marketing is the same thing. Building a sustainable long-term relationship with the people on your list consists of a series of simple steps that keep people eager to connect with you on a regular basis.

You will want to make sure that you never take your list for granted. Think of your list not in terms of a database of contact information. Instead, think of each email address, mailing address, phone number, etc. as a real person because that’s what it is.

To be successful in network marketing you have to build and sustain relationships. In a mutual relationship you are giving each other value. Both parties are getting something positive out of the relationship, otherwise it is not sustainable. This is a voluntary exchange of value between two people. You both need to work at it for it to succeed, and you both will get something out of it.

As in the example above the steps to build a relationship with people are simple and they will create a picture of what the person wants and needs are.

1. Be Curious about the other person.

2. Ask the person to tell you about themselves.

3. Be sincere in your responses. Just be honest.

4. Be Patient and do not try to skip right into a sales pitch. Resist the temptation to sound like a salesman.

5. Be yourself. Do not try to fake any of this, it will not work in the long run.

By asking questions and being curious you will help them to find the answers to their problem themselves. You want to be in a supportive role only and you cannot tell them what their problems are. They need to come to this by themselves and the way you will help them with this is to ask them questions and be curious about them.

When this is done correctly then they will be asking you for help in solving any problem they have. This is how you position yourself as a leader. This is also the difference influencing people and manipulating them.

This is the essence of network marketing and when you master this process then you will be on your way to being successful.

A shout out, peace and hugs to Dean Black.

Attraction Marketing Coach

http://www.deanrblack.com

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The Power of Gratitude in Business by Tricia Molloy

Before I wrote my book in 2006 and starting my Working with Wisdom speaking, training and mentoring business, I was a marketing professional. In fact, my public relations firm, Molloy Communications, turns 25 this year.

Although I don’t do much marketing these days, one service I continue to offer is writing testimonial quotes. Many professionals have found that you can wait a long time for even the most delighted clients to send their testimonial quotes. And, when they do, they are often generic or not focused on your key messages. That’s why I chose to facilitate the process by interviewing my clients’ clients and writing the testimonials for everyone’s approval. I’ve written more than 500 over the years.

The reason I’m so passionate about testimonials goes beyond its power as a third-party endorsement. It’s about the power of gratitude. When I interview my clients’ clients and help them articulate their appreciation, the process produces multiple outcomes. Their client is reminded of the good work that was done on their behalf, which prompts them to do more business and refer others. My client gets to read that what they’ve done really matters and can share that testimonial with the support staff that often doesn’t get any client feedback. Then, these testimonials are featured on my clients’ websites and are also added to their LinkedIn profiles—a much better alternative to the one-click LinkedIn endorsement that lacks any thought or credibility.

Compelling client testimonials are like word-of-mouth advertising on steroids. Whether you’re an attorney, management consultant, marketing professional, speaker or business vendor, you can benefit from client testimonials. If you would like my help, find out more at http://www.testimonialwritingservice.com.

If you’re a good writer and would like to do it yourself, here are some best practices I’ve learned along the way.

1. Before You Begin: To increase the effectiveness of your collection of testimonials as a marketing and sales tool, pinpoint three key messages–such as the high level of client service you provide—and make sure each testimonial touches on at least one of those messages.

2. During the Interview:  Ask open-ended questions, like: “What was your problem and how much was it costing you?” “What results came from my help?” “Is there one instance, as we were working together, that most impressed you?” “How would you describe my personality and working style?” “How do I compare with others in my field?” “What else would you say to someone who was considering my services and/or products?”

3. When Crafting the Quote:  Use action verbs and descriptive, emotional words. Vary short and longer sentences, and limit the quote to no more than five sentences. Maintain the tone of each client so it doesn’t sound the same.

4. Once the Quotes are Approved:  Add the quotes to your website, emails and proposals. Request that your clients post their quote to your LinkedIn profile since you can’t do it for them.  And, of course, thank them for their testimonials!

I hope this helps you harness the power of gratitude in your business. Let me know if you have any questions or comments.

A Shout Out, Hugs and Peace to Tricia Molloy, a woman who GETS IT and Is Sharing IT. May her sharing return tenfold.

http://www.triciamolloy.com/2013/02/the-power-of-gratitude-in-business-how-to-write-compelling-client-testimonials-for-your-website-and-linkedin-recommendations/

How To Build Better Business Relationships: Make It Personal by Darrin Dahl

Whether you realize or not, relationships are the fuel that feeds the success of your business.

Here’s how to make ones that last.

Whether you recognize it or not, all successful small businesses–regardless of what they do or sell–have one thing in common: their owners know how to build and maintain relationships. The truth is that entrepreneurs too often get caught up in the details of the kinds of products or services they are selling to notice how critical it is to build relationships not just with your customers, but also with your vendors, employees and–gasp–even your competitors. “Without strong relationships, it is impossible to have success as a business owner,” says Michael Denisoff, who is the founder and CEO of Denisoff Consulting Group in Redondo Beach, California.

You need to have long-term customers and good vendor relationships that will carry you through challenging times or tight deadlines, as well as relationships with other business owners to share struggles, resources and best practices that can really give you an edge. The reality is that business relationships are just like any other relationship. They require some effort to maintain and they must be mutually beneficial. As in any relationship, you must be willing to give, share and support, not just take or receive.”

That’s a lesson Denisoff admits he had to relearn the hard way when, a while ago, he fell into the trap of neglecting some of his business relationships. But it wasn’t that he didn’t care about those relationships. It’s just that he got so busy that he didn’t realize how much time had gone by where he had not checked in with several of his contacts–an easy mistake for most small business owners who feel like every day is shorter than the last. What Denisoff found was that, in two cases in particular, his failure to put enough effort into nurturing his relationships caused them to wither away.

The first instance was when he called up a supplier to ask for a favor–not realizing how much time had gone by from the last time he had touched base. Denisoff says his supplier seemed distant and not very willing to help him out, which was surprising. After asking him if anything was wrong, Denisoff’s supplier answered that since Denisoff hadn’t been around in a while, he felt like he was being taken advantage of. In another instance, he called up a customer who he could tell was not pleased with him because, in truth, he only called her when she had a project ready to go. She felt like Denisoff did not truly value her and was using her only for her business. It’s like having a friend that only comes to see you when they want to borrow money or need help moving,” he says. “In time, you cut them off.”

The two eye-opening experiences caused Denisoff to take two major actions in response. First, he created a contact database where he not only stored information on his clients, but also with vendors and business peers. He now uses the database to document the details of the conversations–both personal and professional–that he has with each of his contacts. “This helps with continuity and helps me to remember key facts and information about each contact,” he says. “It felt mechanical at first but it proved to be an efficient method to ensure that no one fell through the cracks.” Secondly, Denisoff changed around his daily routine so that he now dedicates a portion of his day to doing nothing but reaching out and maintaining his professional and personal relationships. “Thankfully, I have strong long-term customers to keep the pipeline full and a good group of vendors and business peers dedicated to helping each other succeed,” he says.

The actions taken by Denisoff are great tips for any business owner to adopt as their own. Here are some additional tips from Denisoff and other business owners on how to build stronger business relationships that will last.

How to Build Better Business Relationships: Encourage Honest Feedback

An open, honest relationship demands clear communications of how each party is performing,” says Patrick Scullin of Ames Scullin O’Haire, an Atlanta-based marketing services company. “Encourage constructive criticism and be brave enough to suggest ways clients can help your firm perform better,” he says. “If you know where you stand, you can stand stronger.”

How to Build Better Business Relationships: Listen More Than You Talk

We all want to extol our strengths, our virtues in hopes of impressing others and, ultimately, getting more business,” says Alisa Cohn, an executive coach. “It’s counter-intuitive, but being a good listener highlights your virtues much better than being a big talker. I coach a financial planner and we did a little market research on what his clients value the most in him. Yes, they value his advice and his skills in handling the money, but a lot of financial planners have that. What sets him apart is that he takes the time to listen to them and really understand where his clients are coming from. They said most often that they value his role as a sounding board, and a few even called him better than a shrink! That’s the kind of behavior that leads to referrals and long-term business success.”

Dig Deeper: Listening With More Than Two Ears

How to Build Better Business Relationships: Make A Routine

Devise a system to ensure that not too much time passes before you connect with your contacts, such as the formal database Denisoff created. And with the proliferation of social media tools these days such as Facebook, LinkedIn and Twitter, it’s never been easier to keep in touch.  {SENDOUTCARDS.COM/LORYFABIAN has a system you can upload almost any database in, emails you birthday and anniversary reminders, and keep all of your notes on each customer in one place.}

How to Build Better Business Relationships: Be Honest

As a small business owner, it’s important that people see me as expert in my field,” says Amy Harcourt of Definitive Marketing. “But, when asked questions I don’t know how to answer, I always say so. I remember an initial meeting with what became one of my best clients. I was meeting with the executive team and was asked about my experience in their industry (of which I had none). I could have tried to spin my response to sound like I knew their industry. Instead, I told them that I had no experience and why that might work to their advantage. I was surprised to see stern, questioning faces turn to friendly nods and smiles. They really appreciated my honesty. And that laid the foundation for a great relationship.”

Dig Deeper: Can the Truth Set Your Profits Free?
How to Build Better Business Relationships: Take Notes

Keep detailed notes on everyone you meet, says Mike Scanlin, CEO of Born To Sell, a software company that makes investing tools. “When you get back to the office, enter those notes into your address book or contact system. Later, you will want to be able to enter keywords like ‘sailing’ or ‘wireless’ or ‘French’ and find all the people you know who match that keyword. Doing keyword mining on your own contacts will pay dividends for years.” Sendoutcards.com/loryfabian

How to Build Better Business Relationships: Give More than You Receive

Be sure to contact people when you are NOT in need of something. Take time to learn about their business since it’s as important to them as your business to you. “Take a minute to understand your client’s dreams and provide opportunities for them to fulfill this whenever possible,” says Rohan Hall of rSiteZ.com, a company which builds social networking sites. “Whenever I have a client on the phone I try to understand what they’re trying to achieve with their business. From time to time there will be an opportunity that I will actually refer them to someone that I think could help their business especially where I gain nothing from this. Clients really appreciate it when they realize that you’re looking out for them.”

Dig Deeper: How to Incorporate Philanthropy Into Your Business

How to Build Better Business Relationships: Be Proactive

Using your journal and knowledge of your relationships, forward articles, links and other information that might be of interest to your contacts. “When I see interesting news stories I forward them to people who I think would find them relevant,” says Scanlin of Born to Sell. “I’ve had many recipients come up to me later and say things like, ‘I can’t believe you remembered that I wanted to go to Thailand.’ It takes less than 30 minutes each morning to send out a handful of these. Do it every day and the care and feeding of your network will be alive and well.”

How to Build Better Business Relationships: Be Real

“Do not be afraid to be vulnerable,” says Amy Ludwigson of Pure Citizen, an organic clothing retailer. “Let people see who you are. It builds trust and respect. Being too professional is a bore and well you are not going to enjoy yourself.”

Dig Deeper: When Do You Lie? Strategies For More Authentic, Respectful Communication

How to Build Better Business Relationships: Turn Blunders into Opportunities

Admitting mistakes and correcting missteps will take you far when it comes to building relationships, says William Gregory O, who is the co-founder of Lex Scripta, a law firm in Illinois. “Often times, people just want to know that you are sorry and that you have a plan for getting back on track,” he says. When one of our service providers made a mistake, which resulted in our service being delayed for a week, the service provider responded immediately with an apology and a proposal for fixing the problem. Instead of looking for another service provider, we decided to work with this provider because we know that the provider is honest and diligent. When a mistake is more than a minor setback, do something to make it right or otherwise provide value to the wronged party.”

How to Build Better Business Relationships: Make it Personal

Sometimes it is good to send an actual physical letter or card of appreciation as opposed to an e-mail. “Say ‘Thank you,” a lot,” says Amy Blum, owner and president of Eagle Marketing. “I send notes to new clients thanking them for their business. I send e-mails of appreciation often, for no reason at all. And, I send great toffee during the holidays. Never forget who got you where you are. And never, ever think you can say thank you enough to clients, customers, colleagues and even vendors too.”

*************PLEASE NOTE*******

GO TO: www.SENDOUTCARDS.COM/loryfabian and start sending CARDS today.  Need help?

You could send 5 or 500 cards in 5 minutes, in your own handwriting, and even upload a picture or logo into the card.  For about $5 per year per customer you can make your customers feel special and appreciated, and they will never forget you.   If you would like a free gift account to try our card system, please visit my website at http://www.sendoutcards.com/loryfabian.

How to Build Better Business Relationships: Meet Face-to-Face

Invite your contacts to an event (sporting, music, etc.) that you would both enjoy. You will naturally deepen the relationship and get to know each other better. You could also make plans to catch up at or join someone at a networking event. {Lory writes: “For me, BNI’S GIVER GAIN’S PHILOSOPHY IS A FAST & QUICK WAY TO JUMP START YOUR BUSINESS. BNI & SendOutCards.com are alliance partners.  They both build stronger relationships with members, customers, clients and friends.}

For some people, networking events are challenges and having at least one friendly face there can give them the confidence to network better. Plus, you will strengthen the relationship.

Hugs & Peace to Darrin Dahl! | http://www.inc.com/guides/201101/how-to-build-better-business-relationships.html

Ways to Stand Out with your Contacts by Kim Althage

Generally speaking, most people tend to talk more than they listen and they like to talk about themselves. If you’re listening and then you ask good follow-up questions based on the information you just heard, you are already more likely to stand out in the other person’s mind.

 

Focused Attention is important, as well as asking the “right” questions. Focusing on them, as opposed to yourself or your awesome product (as most salespeople do) makes you memorable in the most positive way. Again, GIVING IS IMPORTANT, for by providing valuable information they might not have had before is the biggest factor when creating a solid business contact.

 

In other words, if you leave a networking event with a clear plan of how you can help others and you did not discuss your products or services…you have done well!

 

But there is another important element that can separate you from all others…THE LOST ART OF FOLLOWING UP.  Most people drop the ball here, but this is the most crucial step. How you respond sets the tone for who you are and how others remember you. Send each person an individual message, be it a phone call, email or note card.

 

Best methods for following up:

 

  • Handwritten  Notes – Ideal and certainly states your  desire to invest the time in fostering a relationship.  Should always be your first choice for  your highest priority contacts.  Utilize email and phone as viable secondary options.

 

  • Voicemail  – When you need to communicate your energy and attitude. Smile and be in a good mood, as your voice will  reflect your state of mind.

 

  • Email  – Good for a quick note or when time is of the essence. Craft a clear and attention getting subject line to get thru the clutter. Email works well  in conjunction with a voicemail or handwritten note to let someone know you will contact them.

What success stories can you attribute to your ability to follow up with contacts or clients?

Hugs and Peace to Kim Althage, St. Louis Professional Network Team

 

Need a system to stay in contact with your contacts and customers?  Go to www.sendoutcards.com/loryfabian.  You can create one card as a campaign and re-use THE SAME CARD over and over again for every new person you meet, to thank a customer or to show appreciation.  Each card can be personalized or used as a standard company correspondence response card.  Questions? Email me at loryfabian@sbcglobal.net

13 Ways to Create a Cringeworthy Social Media Presence by Corey Eridon

In May 2012, a new free social media tool called Klouchebag hit the web. If you haven’t played around with it already, it’s a tool that tells you how … uh … annoying you are on Twitter. Yeah, we’ll just go with “annoying” for the sake of this blog post. But it got me thinking: social media can be chock full of valuable content, but it’s often buried among the mundane and useless social media updates, or hidden behind poorly constructed social media profiles. And this makes a marketer’s job mighty hard.

So this post is going to outline all of the worst offenders we’ve seen in social media. If none of these apply to you, congratulations! Use these as entertainment over your lunch break. Otherwise, consider these cautionary tales to help protect your own social media strategy.

13 Ways to Make People Hate Your Social Media Presence

  • Launching a Private Social Media Account

Social media is about talking with and meeting new people. It’s right there in the name — social media. So why on earth would you set up a social media account and then set it to, gulp, private? That’s exactly what CVS did when they launched its CVS_Cares Twitter account. If you had tried to follow them around launch time, this is what you would have seen:

Seriously? Well, luckily they learned their lesson and now have a fantastic, active, public account! Remember, the benefits of using social media for your business are virtually wiped out when your social media accounts aren’t public — it prevents you from growing your reach, getting visibility for the content you publish, and growing referral traffic and leads back to your website.

  • 2) Having a Disproportionate Follower:Following Ratio

Have you ever seen an interesting tweet or gotten an alert that someone new is following you on Twitter, open up their profile to learn more about them and see if they’re someone you’re interested in following, and see one of the following screens?

Let’s break down each scenario, starting with that first set of data. This particular tweeter is following 825 people, but only 21 people have decided to follow him/her back. Why might that be? Well, the account only has 8 tweets. That’s not enough content to convince people you’re a worthy account to follow. Instead of maniacally following hundreds of people with the hope that one follows you back, spend time writing interesting tweets, linking to great content that you and others have created, and retweeting others’ tweets to build relationships and earn your followers.

Now let’s take a look at the second set of data. 4,044 people are following this person, and he/she has only returned the favor for 5 people. What gives? We just got done talking about how social media is a social platform … and that doesn’t sound like a two-way conversation to me. In this particular scenario, there are enough tweets to back up the large followership, but a lack of reciprocation such as this can rub many people the wrong way and prevent you from growing your social media reach at the highest rate possible.

  • 3) Writing Updates That Are Too Long

Did you know that Facebook lets you post an update that is 63,206 characters long? Nokia did. In fact, when Facebook expanded the character limit this past February, they took it as an opportunity to test the limits with this expansive status update on their Facebook page. If you’re counting, I cut it off a little less than halfway through.

Obviously, this was a joke (and a great marketing move!) by Nokia, but it certainly proves a point. Is anyone going to read so much text? If your updates are even approaching the length of the update in the screenshot above, get yourself an editor stat. In fact, data from Buddy Media shows that the ideal length for a Facebook update is less than 4 or 5 lines — posts under 80 characters receive 27% more engagement.

  • 4) The Airing of Grievances

You know what no one cares about? This.

Late last year, a Boloco employee tweeted about disliking her job at Boloco. Bad move, but pretty common. What ensued was a dramatic Twitter firestorm from the Boloco CEO, a truncated version of which is pictured above. It all started when he took to firing the employee over Twitter, and then tweets shot back and forth about the situation, attracting horrified onlookers.

The lesson? Keep your personal business to yourself and off of social media — whether you’re an employee, or an employer. If your brand, or employees representing your brand, go on a rant like this, you look petty, unprofessional, and offer nothing of value to your audience. There’s not much else to say on this one except if you’re thinking about using your social media presence as a soapbox to rant and rave, step away from the keyboard and walk away. Your PR team will thank you for it!

  • 5) Talking Smack About Competitors

It’s not just public rants that make you look petty. Attacking your competitors on social media makes you look just as unprofessional, and gives your more sensitive customers another place to send their business. Does anyone remember the Whole Foods case from the early to mid 2000s? For 7 years, Whole Foods CEO assumed an online identity completely unaffiliated with Whole Foods, visited forums and blogs, and posted complimentary comments about Whole Foods while smack talking a smaller direct competitor — who they then ventured to purchase. Aside from an SEC investigation when this was all uncovered, this type of behavior makes your organization look extremely unprofessional. Even if you’re tempted to draft a snarky Facebook update or pointed tweet, hold your tongue and rise above!

  • 6) Making Off-Color Comments

Finally, the last in the series of reputation management disasters. You’d think it would go without saying that joking about or commenting and capitalizing on sensitive news is the wrong way to go about newsjacking. You’d think. But for some reason, every few months we hear about some brand or spokesperson making off-color comments to propel their Twitter following or make a few extra bucks. Remember this tweet from Kenneth Cole?

When considering popular topics in the news to discuss in your social media updates, remember that everyone has a different sensitivity level. Sure, pushing the boundaries is alright, but defer to your common sense; if you’re on the fence about whether you should post something, you probably shouldn’t.

  • 7) Publicly Solving Customer Service Issues

Whether you like it or not, people will take to social media for customer support. Which is why more and more brands are being proactive by maintaining a social media presence (some have set up accounts dedicated solely to customer service, in fact) so they can handle questions and complaints expeditiously. Where some brands fall short, however, is failing to direct customers to an offline or private channel to actually solve their problems. Take a look at how KLM handles a customer service issue correctly on its Facebook page.

See how they sent Ali a private message to handle the details? That’s the right method — nobody wants to see how Ali is going to get a replacement card through a series of back-and-forth comments. The value is in seeing that KLM can handle all manner of customer service issues on its Facebook page, not how they solve them. Don’t clog up your fans’ and followers’ feeds with customer support, and show them that you’ll handle their problems quickly and professionally over email, the phone, direct message, Facebook message, etc.

  • 8) Hijacking Hashtags

What’s hashtag hijacking, you ask? Here’s an example from HabitatUK, courtesy of Social Media Today.

Notice all those hashtags called out in red? At the time, they were very popular hashtags (some still are) that indicate lots of people on Twitter are talking about that particular subject. So if your tweet includes the hashtag, it will appear in that popular conversation. Great! More visibility for your content, right? Well, yes, but it’s not good visibility, because those hashtags have absolutely nothing to do with what

HabitatUK does — sell home furnishings. When you hashtag hijack, you’re putting irrelevant content out to the masses and frankly, spamming. That’s not the reputation you want to have in the social sphere.

  • 9) Piling Your Tweets With Too Many Hashtags

Speaking of hashtags … Twitter has forced a certain kind of social media shorthand on us all. People r used 2 writing n reading updates in a dif way to fit everything into 140 characters. We’ve also all gotten used to reading through tweets interrupted by a hashtag — an annoyance, yes, but one that lets us piggyback on trending topics and find content related to our field more easily. But there’s such a thing as hashtag overload, as evidenced in this tweet:

I’m thrilled that this user shared my content! But including four hashtags — pretty generic ones, at that — make this tweet hard to read, give it a spammy feel, and doesn’t really contribute to the conversation around the subjects of social media, marketing, Google+, or Pinterest. Instead, choose one or two hashtags to include in your tweets that will really contribute to the conversation happening around those topics.

  • 10) Insulting Your Customer Base

Seems obvious, right? It wasn’t to online pawn show Pawngo. After the 2012 Super Bowl, Pawngo dumped a huge pile of Butterfinger candy bars in the middle of Boston’s Copley Square a day after New England’s heartbreaking loss. The reference was to New England Patriot’s receiver Wes Welker dropping the catch that sealed the team’s Super Bowl loss. Take a look at one of the tweets Pawngo sent out leading up to the PR stunt:

Pawngo ✔@Pawngo We’re giving Boston a late morning snack to get over Sunday’s loss #butterfingers

7 Feb 12 ReplyRetweetFavorite

Seem like a low blow? Customers certainly took it that way — and they took to social media to let them know. Quite a different hashtag than the one above, eh?

PROPER @plymptonproper 8 Feb 12 @Pawngo You’re venture capital group shouldn’t be impressed by PR stunt. Good business is a game of addition, not subtraction. #Customerlost

Pawngo ✔@Pawngo @plymptonproper Sorry we lost you as a customer. If you live chat w/one of our reps on the site, u might realize that we’re not that bad :-/

8 Feb 12 ReplyRetweetFavorite

Thing is, Pawngo really meant it to make Boston fans feel better; but it didn’t feel that way to Boston residents. Make sure you know your customers well enough to joke around with them before getting so familiar like Pawngo did.

  • 11) “Targeting” Poorly With Automation

Otherwise known as spamming people. That’s what happened to AT&T back in March when they were trying to capitalize on the March Madness hoopla for which they had set up a promotion. The goal was to get the word out about their contest to those who would be interested, but what actually happened was poor targeting. Take former HubSpot employee Brian Whalley, for example, who was the recipient of one of AT&T’s tweet. Brian doesn’t follow AT&T, he has never been their customer, he doesn’t tweet about basketball, and there is no indication he is even a sports fan, according to his biIn fact, the only thing Brian had in his profile to indicate he might be interested in the March Madness promotion was the fact that he lives in one of the many cities in which the promotion was happening. And it wasn’t just Brian Whalley who noticed this problem, either. Thousands of spammy tweets had gone out to unsuspecting tweeters that had little or no interest in such a promotion. Which brings us to our next cringeworthy social media activity …

  • 12) Posting WAY Too Frequently

Another result of AT&T’s social media automation snafu was a barrage of tweets that clogged up people’s news feeds. Take a look at this posting frequency:

That’s multiple tweets a minute. And nobody has that much remarkable, relevant content to share. Every social media network has a different optimal posting frequency. In fact, Twitter lets brands get away with the highest frequency of all the social networks because content is buried so quickly. But tweeting more than once an hour has shown to decrease the click-through rate of your links by over 200%, according to HubSpot’s Dan Zarrella. And if you’re using Facebook or Google+ for your brand’s social media presence, shoot for 3-5 updates per day.

  • 13) Retweeting Instead of Generating Original Content

Okay, so I did a little photo editing of my own Twitter account to prove a point for this one, but it did come from a particularly RT-heavy week for me. See those green arrows in the top right corner of every tweet? Those indicate the tweet was written by another user, and retweeted by me to my followers.

Retweeting is a way to share someone else’s content — a good thing! But doing it to this extent is going too far. That’s because people have followed you to hear what you have to say. That means they want to hear your original ideas, see links to your content, and get access to the content others have published that you find valuable. If your balance tips too heavy on that last part, back off the RT button and start creating more of your own content that you can publish to your fans and followers.

Shout out to Corey Eridon @ HubSpot