Entries by Bill

Smart service -> $$++

I just got up-sold two services and I’m very happy about it.   That’s ~30% more revenue for the company than I initially planned to spend. And all because a behemoth treated me like a valuable human.   This is proof that “we can’t scale great interactions” is a lazy tactic – which ultimately leads […]

Customer Service is dead

Your customer service is dead. And by that I mean – the way you’ve historically defined customer service ( and probably were taught it in some educational program ) is gone, dead, fossilized. It’s dead because your customers say so – and at the end of the day the customer is the power player here, […]

Reputation management or damage control?

If your hiring a social agency for damage control – it’s way to late and that agency can’t help. You did something very bad and should fix ( over – fix ) the issue. Your reputation is stained – period. Reputation management is like securing a network – after all the data has been scooped […]

Social media posting is a 3 step process

But everyone forgets steps 2 and 3   Every social media vendor has tutorials for posting on social media. Most have multiple articles, some even have videos. All touted as being drivers of sales.   That’s awesome – but it’s incomplete. Horribly and neglectfully incomplete. ( sorry folks, just being real here )   Step […]

The customer journey is everything

Sales are awesome. Reviews are gratifying. Loyal customers validate our ideas.   But this is only the last 3% of the story.   Customer journeys start years and continents away. The story of how they got to you – your hotel, restaurant, audio book, socket set – started when they were kids, hearing stories, imagining […]

The phone call is dead – email is close behind

Good news – your clients are clamoring to get your attention.  They want to do business with you – NOW.    Bad news – NOT the way you are used to.  They are avoiding your phone number as hard as possible, they don’t want to email either.  In all honesty – it’s because the chances […]

Hack Facebook’s reach – and conquer the Reachpocalypse…

Or – how almost all my colleagues in social media have the Facebook reach challenge completely wrong   No disrespect to all the folks I know who have been working in social for decades. Even with all that experience, they are missing the impact and opportunity with the Facebook algorithms change.   I take a scrappy […]

Are you wasting your advertising budget?

How big is your advertising budget? How ineffective is it? Advertising is just a conversation starter and your ad is just one voice in a cacophony. The 85 year old patriarch of my family understands this. He knows that businesses thrive on conversation and word of mouth. He wants ( and gets ) relationships with […]

Cheaper, faster, easier

Being focused helps companies build better products.   ADP does payroll – cheaper, faster, easier than companies can do themselves. Bridgestone makes tires – cheaper, faster, easier than car manufactures can do themselves Corning makes GorillaGlass – cheaper, faster easier than Apple can make it.   At Red Rope Social we focus on social media […]

What’s guest happiness worth to you?

Can you afford to spend 8cents/night on guest happiness? To have your guests be happy, tell their friends about you, and come back??   Business has changed for hotels and resorts. Third party aggregators and agents have commoditized you by price. Your loyalty program is ineffective in keeping customers (consumers average 8 loyalty programs ). […]