Jersey City, NJ
THE “MAMA” SERVICE RECOVERY FRAMEWORK
Do you have a service recovery system in place? (i.e. a method for dealing with grumpy customers)
You absolutely should.
Big companies use these.
Mariott’s system is called LEARN, and Starbucks’ is called LATTE.
LATTE: “Listen to the customer, Acknowledge them, Thank them for the feedback, Take Action, and Explain what you’ve done to handle the issue and improve.”
Checkout Mikah Solomon’s MAMA framework and apply it to your business today.
The MAMA Method for Customer Service Recovery
- Make time to listen
- Acknowledge and apologize
- (have a) Meeting of Minds
- Act! And Follow Up
1. Make time to listen:
- Immediately stop what you’re doing.
- Listen carefully and don’t interrupt the customer with questions or explanations.
- Only after listening should you probe to learn more about why the customer is upset.
2. Acknowledge and apologize
- Acknowledge the situation and if the customer feels they need an apology, apologize sincerely.
- Even if you’re not at fault tell the customer you recognize and regret what they’ve gone through.
- Make sure your apology is sincere.
3. (have a) Meeting of Minds
- Align yourself with the customer’s expectations for what a solution would look like and work from there.
- When a match is found spell it out as you understand it.
- Commit to exactly what you will do to resolve the issue and by when.
4. Act! And Follow Up
- Take care of the issue as promised.
- Follow up with whomever you’ve assigned the resolution to.
- Follow up with the customer to ensure all is well.
- Examine what went wrong by identifying negative patterns, systemic issues and chokepoints.
$50,000 PRIZE: The World’s Largest Affiliate Contest
Rumours are true, there’s an underground Affiliate contest and doors for entry are closing next week!
BlueFriday’s Global Traffic Competition is calling all affiliates to compete against eachother for a top prize of $50,000.
How to join? You can go solo or team up with some other affiliates. You will be running traffic with select affiliate networks for offers like SOI sweeps, CC sweeps, COD, Nutra trials, straight sales, dating offers and etc, all uncapped budget! Click here to register right away!
What counts in towards getting that prize? Your revenue between 1st and 30th November 2019. Simple as that. The revenue will be released each week so you know where you are, meanwhile your name and private info won’t be shown to the public and will be replaced by ID instead.
Of course, all the revenue is yours and will get paid out weekly or bi-weekly, depending on the offer type.
Which are the participating affiliate networks you ask? Check them out right here.
For those who don’t make the top 3, you can still get the following if you make it to the top 8:
- Free Blue Friday University enrollment.
- Membership for Blue Friday’s “The $10k Daily Income Club”
- Annual VIP accounts for Idvert and Youmi, two popular spy tools, and BlueFriday VIP account for paid articles written by super affiliates and industry experts.
Other benefits regarding join the competition? Here you can meet many super affiliates and mastermind with them.For those who would like to join the competition using Facebook traffic, BlueFriday can help to provide you 50 Facebook ad accounts per day during the competition!
PS: Have any questions? Get in touch with Rose at [email protected], skype: rose.liao1102.
PODCAST ADVERTISING SECRETS
Podcast advertising is not to be scoffed at, U.S. podcast audiences listen to an average of seven podcasts a week.
“According to Midroll, 61% of podcast listeners say they bought something after hearing an ad, and podcast ads drive two to three times more engagement than radio ads.”
Here are some key takeaways from this Hubspot article where 5 experts reveal their secrets.
- Use podcasting for brand awareness, not lead generation.
- There’s no need to sponsor the biggest podcasts, you can reach the same people on smaller ones.
- Pick podcasts where you can purchase 3-5 ads vs one ad on a large podcast
- The amount you pay for podcast advertising will vary depending on the length and type of the ad. Podcasts offer different pricing structures.
- The current average podcast CPM is about $25. According to AdvertiseCast the avg CPM for 30-second ads is $18, while for 60-second ads is $25.
- Podcast listeners are millennials, well educated, and more affluent.
- Don’t stick to only 1 category (don’t assume comedy audiences aren’t also entrepreneurs etc.)
- Ads read by the host perform better
- Pre- and post-roll ad spots are cheaper than mid-roll. Aim for 60-second ad spots (most popular in 2018)
- Always have a call to action and track your performance.
- Podcast advertising networks: Midroll, Podcast One, AdvertiseCast.
Podcast ad revenue is going to exceed $1 billion by 2021, 51% have listened to a podcast and 70% of the US population is aware of podcasting.
APPS– 5 ways your business can leverage mobile apps. 35% of customers admit that they like to return to online stores when they experience great engagement through mobile apps. — Read more
UBER PETS– For an extra surcharge of $3 to $5 you can now bring your pet along for the ride with the new “Uber Pet” feature. — Read more
BLOCKED?– These 6 mental barriers prevent you from reaching your full potential (plus how to solve them) — Read more
PINTEREST– Pinterest launches ‘Lite’ app for emerging markets. — Read more
SHOWERTHOUGHTS – “If dogs could use phones, they’d file missing persons reports all day long” / u/CRST2002
OBSESSED WITH PAGE LOADING SPEEDS? YOU MUST READ THIS!
We all know that fast loading speeds are kinda mandatory to maximize the performance of our landing pages and the whole promotional funnel. But how fast do they actually have to load? What would be the average loading speed of “standard” websites, that most users browse regularly?
We definitely want our landers to load faster than what the average values are, right? So let’s take a look at one VERY detailed case study, conducted by backlinko.com, that tried to analyze the page speed data of a HUGE amount of websites. And when we say huge, we really mean that!
- Backlinko analyzed 5.200.000 desktop and mobile pages to learn which factors impact page speed.
The summary of their findings is to be found on their website (link below). It’s nicely organized into 13 points and while some of the findings were to be expected, there are also a few surprises in the mix.
Let’s post some of them, shall we?
- In our analysis of 5.2 million pages, the average desktop Time to First Byte (TTFB) speed is 1.286 seconds on desktop and 2.594 seconds on mobile. The average time it takes to fully load a webpage is 10.3 seconds on desktop and 27.3 seconds on mobile.
We certainly thought that this number would be lower. Especially since every affiliate tries hard to get their loading times under 1 second.
- When comparing major CMSs against one another, Squarespace and Weebly have the best overall mobile page speed performance. Wix and WordPress ranked near the bottom.
There you have it, WordPress really isn’t the best CMS to use in performance marketing…
- CDN usage was correlated with worse page speed performance. This is likely due to the fact that certain CDNs perform significantly better than others.
Another surprise… the general consensus was that CDNs always improve performance, now it looks like some of them can actually slow the pages down.
- The average page loading speed for a web page is 10.3 seconds on desktop and 27.3 seconds on mobile. On average, pages take 87.84% longer to load on mobile devices than on desktop.
This one is almost hard to believe. We’re definitely not talking about short landing pages here, they were testing full sites, but still … the average loading speed for a standard site is almost 30 seconds on mobile… that’s really a lot!
The report contains way more interesting data, along with graphs and tables that compare CMS and CDN performance and the importance of specific factors that influence page speeds. This really is a must read for anyone who is obsessed with loading speeds.
FEATURED STM THREAD: MOVING ON WITH THE VIDEO REPLAYS!
You might be aware of the fact that we started to post replays of the Facebook and Ecommerce Mastery Live events on the STM Forum, couple weeks ago. These HQ events hosted the top speakers in FB ads and eCom and the replays alone used to sell for hundreds of $$$ each, but STM’ers can watch them now for free.
It’s a lot of video content, so it takes a good while to edit and upload, but we’re getting there. This week, we started with the Ecommerce Mastery Live Asia from Bangkok 2018 and there are already a couple speeches from this event available.
This is the 4th event already, there are 3 already uploaded in full : Berlin 2017, Bangkok 2017 and Barcelona 2018. All of them packed with great and insightful speeches and panels. And this is still just a beginning, we have way more replays coming 🙂