Your company has accepted the fact that you need to be involved in social media in order to maintain your presence in the digital marketplace. Excellent decision! But after constructing your Facebook page and creating your Twitter account you discover one glaring point; you don’t have any followers.

Just because you have created a social media presence doesn’t mean that clients and potential customers are going to automatically “follow” or “like” your brand.  Now, if your customers are offered an incentive to subscribe to your company’s social media newsfeed, two things can happen:

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As the saying goes, you’re only as good as your last project.  But what is the cumulative effect of all of your projects?   Do you know how your agency is performing not only on individual projects but other key factors such as responsiveness, business understanding, communication, added value?

According to a recent ANA (Association of National Advertisers) survey, while marketers deal in data, qualitative performance still tends to carry more weight in evaluations than quantitative ones such as media cost savings, sales or market shares.  Leading qualitative performance criteria identified by survey respondents as something they measure with their agencies include: (continue reading…)

We all talk about keeping our clients happy and satisfied, but do we delight them?  That may sound like an odd objective but let’s look at the definitions.  “Satisfied” is defined as “filled with satisfaction, content.”  Whereas “delight” is defined as “a high degree of gratification; also extreme satisfaction.”   Given these two definitions, I would prefer to delight my clients rather than simply make them happy.  This is particularly important in today’s tough economic climate.  Companies that have successfully weathered the economic storm are those that understand that service excellence is a business strategy and recognize that delivering on this strategy is a key differentiator.

According to the recent J. D. Power and Associates Inaugural Cross-Industry Report on Best Practices in Customer Service, during the past decade, average satisfaction scores for service-oriented industries have remained flat, unlike in product-based industries, for which satisfaction has improved steadily. In addition, across all service industries measured by J.D. Power, gaps in satisfaction between the highest- and lowest-performing brands have increased considerably between 2003 and 2010.  This is a sad state of affairs for the “service” industry.

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Measuring Public Relations has never been simple. It’s difficult to tie it directly to sales; unless glaringly obvious it’s tough to determine a hard and fast public opinion of your company; and without a consistent measurement tool or equation your public relations ROI can differ depending on who you ask.

For example, in public relations we measure a total number of impressions by multiplying a publication’s circulation number (which in itself can be unreliable) by a specified number. This is known as the “pass along rate.” I stick with the number 2. Meaning, for every person that subscribes to the publication, there’s one additional person reading it. Some folks are not as conservative and will use a pass along rate of 2.5 or 3. By using “2” I may err on the conservative side but at least I’m not making any false promises. The pass along rate is justified for many reasons; dentist and doctor’s offices often have magazines in the lobby so several people are reading them, there’s usually more than one person in a household reading a magazine that’s delivered there, and in other cases people will share magazines or interesting articles with friends and colleagues. Regardless of the ways to justify it – there’s no exact science to it.
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A crisis is any situation that’s threatening or could threaten to harm people or property, seriously interrupt business or damage reputation.  Every organization is vulnerable to crises.  Therefore, crisis management is critical in preserving the positive perception of a brand and protecting the business interests that may be damaged in the long term, short term, or both, by an unexpected crisis. Top-notch crisis communication strategies can greatly improve a client’s ability to plan for, respond to, and recover from a wide variety of crisis situations.

Domus’ approach to crisis management is strategic and disciplined, yet flexible enough to deal with any crisis; we plan for both the expected and unexpected alike.  This approach includes five key strategies: 

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Technologically, we have only come of age in recent years. The past twenty years have seen transitions from postal mail to emails to text messaging (SMS); from CRTVs to Plasmas to LCD to LED to 3D TV’s; from 8-bit video games to Playstation 3’s, Nintendo Wii’s, X-Box 360’s, Kinects; from telephones to mobile phones and now smart phones. The list of the technological advancements in the past couple of decades is endless. It’s simple evolution in terms of technology. The businesses and markets have changed dramatically over this period of time. While good copy writers, newspaper advertisements, and marketing posters were needed for marketing a new or revamped business in the early 90’s,  there is so much more that you can do with technology in the current times to give your business the boost it needs. The World Wide Web (WWW) alone provides a plethora of techniques to reach out to the world – a world in which the potential clientele is infinite. While there are dozens of things that you can start with, there are five basic things that are a necessity to bring your business to life on the web.

A Sleek, Stylish, Sexy – yet Efficient – Website

Where’s a prospective client most likely to look for a product or service they need? The internet! In an age where Google and Bing have become verbs, a website is a necessity for any business. With the availability of the latest website building tools, a new website is expected to have utilized some, if not most, of the features available with the latest website building tools. With the advent of HTML 5, dynamic web has reached new heights, and a good looking, scalable dynamic website is a definite plus (or requirement) for your new business. A smart website is not only sexy, but should also be easy to browse and user friendly. Keep in mind that browsing a website should be geared towards the user since the user experience of the website can have a direct impact on the business. A person who is unhappy or unimpressed by a client website may be less inclined to approach it for his business needs.

Here are examples of some really cool websites that use the latest in web technology, mainly HTML 5: (continue reading…)

Let’s face it, social media has rocked PR’s world. It’s changed the game and made PR pros work A LOT harder, a lot faster, and our skills have to get stronger. There is double the number of outlets reporting at 10x the normal speed.  As a species, humans can roll with change – we’ve evolved from cave drawings to text messages – but we need to keep a few things in mind when communicating a message on behalf of a client.

Social media is the internet on steroids. It’s the amped up version, and it’s super informative, super fast and super easy to botch.

Some public relations skills have been crucial from the very beginning and, even with social media (or because of it), these skills are more important than ever:
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Most agencies claim that their number one goal is to ensure that each and every client has a top performing team to deliver the highest quality work, results and client satisfaction.  But, can traditionally-structured agencies deliver on this promise when they have a finite set of resources?  The Domus business model is client-centric by design, a model that we believe is a smart and efficient alternative to the traditional ad agency.  By the term “client-centric” we mean that Domus conforms to a client’s particular account and their specialized needs.

Some clients need technical writing, others need help with media buying, others want efforts devoted specifically to social media – we cater to all of these needs and evolve as the client’s needs and objectives change. By using this approach we’re able to be nimble and move with the client – our clients aren’t locked into a rigid, 12-month plan; as their focus changes – so do we. They move, we move. We believe each client and each project presents a unique set of challenges and opportunities.  That’s why we develop customized teams of specialized resources to fulfill each client’s unique needs.
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It’s well known that the best and most reliable form of effective marketing is “Word of Mouth.” A person is more inclined to buy/use a certain product that has been referred by somebody they know. It’s also known that marketers have zero control over word of mouth marketing, but thanks to the advent of social media, this is not true anymore. Brands can have an online presence on various social platforms like Facebook, Twitter, YouTube etc. where real people can Like, Follow or Subscribe to their brands and show their friends, followers and connections what they use and prefer, giving an indirect word of mouth.

This is just one of the benefits of having your brand present on social networking sites. Another big advantage of being in the social realm is the interaction with your clients. We’re getting lazier (or smarter!), and we would prefer to have things in the fastest, most convenient way possible. With the advances in technologies and everyone having BlackBerries, Androids, Windows and iPhones, people are getting used to doing everything with the touch of a finger using the same tool. The point is that you and I would rather have everything in one place than having it at a hundred different places. For the same reason, it’s easier for a customer to give feedback to a company using a tool that he uses (already) to connect with his family and friends, rather than filling out a feedback form on the company’s website. It’s also a great way to inform people about the latest news and reviews about the brand’s products, share offers and deals, or engage in a general conversation about the brand or the industry.

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There are many keys to a successful social media campaign. Different things work for different companies and organizations, but there are a few roadblocks that will hinder even the best laid campaign. Check out three roadblocks to avoid below!

The first roadblock of social media is not being fully ready to be “out there.” You’re exposing your company to the public’s opinion. You need to be ready for their honesty. Take negative comments as constructive criticism. Defend your brand well, but be respectful of your audience’s opinions and issues. Once you’ve made the leap, there’s no turning back so make sure you’re company is ready for that type of exposure.

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