PagePath Technologies Releases TwitterPrint.net

30 04 2009

twitterprint

PagePath Technologies, Inc. today announced the release of TwitterPrint.net

TwitterPrint.net is a website that was created for the Print Industry to research and view live trending topics on Twitter. “Industries need to embrace Social Media if they want to be competitive.” stated Joe Kern, Marketing Coordinator for PagePath. “We recognize that, and we want to help. PagePath built TwitterPrint.net to introduce our industry to Social Media.”

TwitterPrint.net captures all “tweets” that contain the words #TwitterPrint. The site streams the live discussions and allows visitors to navigate to any links or conversations they are interested in. Topics range from simple questions, to industry news and general information. To post to TwitterPrint.net simply put the word #TwitterPrint in your print related posts on Twitter.





Apple, Microsoft and Palm to offer new operating systems

27 04 2009

This will be remembered as a landmark year for computer operating systems. In 2009, Apple’s new Snow Leopard system is slated to debut, and Palm will offer an all-new smart phone system called Palm WebOS.

Those with a first look at Snow Leopard say it tweaks the original Leopard operating system, with significant improvements of interest to developers.

The official release of Microsoft’s Windows 7 will affect more users. It will show up in new computers this fall, and Vista upgrades to Windows 7 should be available at about the same time.

The new system solves many of the compatibility and performance problems of Vista. When Vista was first released, it didn’t work properly with accessories, such as printers, until vendors made software fixes.

For Windows 7, developers were told to enforce a rule that “if it works in Vista, it will work in 7.” Upgrades from Windows XP, however will not be supported, according to Business Week tech expert Stephen Wildstrom.

The Wall Street Journal’s Walter Mossberg is enthusiastic about 7. Even in test form, he says, it “leaves Vista in the dust,” and is a pleasure to use.

It has fewer nag screens than Vista and is faster. Mossberg says it could be a serious competitor for Apple’s current Leopard system. He doesn’t know how it will compare to Apple’s coming Snow Leopard.

Windows 7 has flashy, multitouch screen navigation. Borrowing from Apple’s OS X, it has a simplified task bar at the bottom of the screen. It shows a single icon for every program you have open. There is a simple option that let’s you put an icon into the taskbar.

Vista’s Mail, Calendar, Photo Gallery, Movie Maker and Address Book programs are removed. To get similar free programs, you have to download them from Window’s Live service or alternatives from another company.





PRINTING: Opportunity Abounds!

21 04 2009

Our guest post today is from Lisa Bickford. Lisa, president of Highlight Printing, is a veteran of the printing industry and a lover of all things printed.  Since 1984 she has worked her way up through many areas of the industry before acquiring Highlight Printing in 1996 with her husband Don, who has also been in printing since the early 80′s.  The things she continues to find most satisfying are the wonderful business relationships that have developed with clients, vendors, & co-workers, and the energy that is created from challenge resolution.

If you are like me, these days are filled with a weird mixture of frustration and excitement.  Frustration because everywhere I look there is another report about the difficulties our industry is facing.  Even the so-called industry experts have nothing but bad to say – so much so, in fact, that one is tempted to believe them.  Excitement because personal experience is showing that opportunity is everywhere – so much so, in fact, that I am not sure which is the very best way to turn, because they all seem so filled with potential!

Allow me to take a step back to tell you a little not-so-secret tidbit about me:  I LOVE printing.  I have loved it since the first week I entered this wonderful biz.  Have you ever seen that YouTube video from Pizzazz Printing?  I AM that guy in every way…except I’m a girl, and I’m an American, and I don’t swear as much, and…well you get the idea.

Really…I want to yell it from the rooftops:  I LOVE printing!  In my passion for it, I choose to basically ignore the “cup-is-half-empty” folks.  Sure, I skim the articles to make sure I am up on trends and whatnot and to make sure there is nothing earth-shattering coming my way.  But after that I look for the influence of forward thinkers (including my rockin’ staff), combine that with what I already know…and then blaze my own trail.

Just yesterday I was excitedly talking to our bookkeeper, Becky, about all of the opportunity that is out there.  In an effort to help me get direction (what, me…scattered?), she asked me for a quick list of where I saw that opportunity.  Then she asked me, in her bookkeeper-y, sensible way, to quantify them – to put them in order of priority of which will make the most impact the quickest.  Dang!  She’s holding me back with all the sensible-ness!  I just wanted to be passionate and yell from the rooftops!

OK, ok…I get it – I see the value in what she wants me to do, but it still is like pulling teeth to get me to do it, partially because I don’t have the priority part figured out for myself.  (There’s something else you don’t know – Karen Hall, the editor from Quick Printing magazine, after hearing about our lofty growth goals this year, has asked me to write an article every other month for the on-line version of Quick Printing Magazine tracking my progress…so I guess it would be smart of me to do what Becky the bookkeeper has asked – at least I won’t appear quite so scattered.)

So here’s my blurted out list to Becky the bookkeeper…in no particular order…remember, I don’t have that pesky priority part figured out yet:

Direct sales

  • Direct Mail
  • Trade shows
  • Customer Events
  • Community Service
  • On-line marketing and communications
  • On-line networking
  • In person networking
  • PR

OK – so that’s a list of all of the getting-in-front-of-people opportunities.  But what if we work our tail off on all of these things and nobody is buying printing?  (Yikes!  Say it ain’t so!)  OK…It ain’s so!  I am here as personal testimony that they ARE still buying printing.  I will say it again, even in these crummy economic times in which we live, businesses still need a reliable, quality conscious printer they can develop a great relationship with.  (I can also give you arguments about why printing is a BETTER marketing and communications vehicle and why I see it perhaps becoming the premier form of marketing communications, but that will have to be for another blog.)

So how do I pick and choose and juggle between all of the getting-in-front-of-people options listed above?  THAT is my next challenge – to put focus on my drive and desire.  When I finally perfect my technique of going completely without sleep while still not biting my kids’ heads off, THEN I’ll be able to do all of it at once!

As one of my very first sales managers used to tell me, “Success in selling is all luck…being at the right place at the right time.  Hard work is how you create that luck.”  I would say exactly the same thing is true these 20 some-odd-years later.  Yes, people are buying printing.  Yes, we work in a fun, active, satisfying, wonderful industry.  And yes, we have to work hard to make those sales.  Would we really want it any other way?

Yell it with me:  I LOVE Printing!

View Lisa’s Blog, Lisa’s Website, Lisa’s Twitter





Is Twitter Revolutionizing CRM?

16 04 2009

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I read this post today by Jason Baer on the Marketing Profs blog. This is such timely information, and I wanted to share it with you. Here is his post:

The toll-free number.

The email to tech support.

The Tweet?

Is Twitter the natural evolution of customer service? The immediacy and transparency of tweeted support is all the rage, with defined case studies (@ComcastCares, @JetBlue) and emerging software to enable and track it.

The software support is the more recent and intriguing development. CRM behemoth (more than 50,000 corporate customers) and SaaS superstar Salesforce.com released an add-on that automatically scans the Twitter-sphere (using some flavor of Twitter search). If tweets matching pre-defined keywords are located and for example, a support ticket is automatically opened in Salesforce and is routed for attention similar to a phone or email inquiry.

Co-Tweet (currently in beta) enables corporations to have multiple tweeters involved, but keeps tweets synced and organized across the enterprise. Early testers include Ford, Pepsi, JetBlue, and Alaska Airlines. Advisors include members of the Twitter royal family @pistachio and @guykawasaki

It’s clear that provision of customer service via Twitter is going to expand, at least in the short term. This scenario has clear (at least to me) pros and cons.

Consumer Benefits

  1. SpeedCustomer service on Twitter is defined by rapid response. Thousands of companies are actively eavesdropping on social media conversations, enabled by Radian6, Techrigy, Spiral16 and other software. Those that are choosing to engage the consumer are typically doing so by addressing concerns in real-time. No “an agent will respond to your request within 2 business days.”
  2. FrictionlessIn an effort to reduce costs, most medium and large companies have made getting help about as easy as booking a Michael Jackson concert tour in the Bible belt. Automated menus. Lengthy hold times. Outsourced staff. You’d think companies would WANT to know when their products have an issue, but that’s not the message they’re sending.

    It’s different on Twitter. It’s hassle-free complaining. You bitch about something, and if the company is engaged, they tweet you back and try to help. It’s like being able to press “0″ for an operator without needing a phone.

Company Benefits

  1. CostI haven’t seen any reporting on this yet, but I believe Twitter-based customer service is incredibly cost-effective on a per resolved issue basis. Why? Consumers have to get right to the point. No four minute preamble detailing that they were “with their Aunt Gert when they brought the product (may she rest in peace)”, and that the “weather was frightful that day. A real Nor’Easter.” Just 140 characters of complaint. In an era when call center efficiency is measured by the second, this is a meaningful advantage.
  2. TranslucencyThe notion of “transparency” is a big one in social media circles, but I prefer Beth Harte’s more realistic use of “translucency” since companies will not and cannot be truly transparent. (Trust me, my first job was at McDonald’s and you don’t want full transparency re: the nature of Big Mac sauce).

As Tony Tsiah emphasized at his SXSW keynote, and I referenced in my post about Please and Thank You, there are two advantages to being publicly helpful. First, other people see you being helpful, and that improves overall brand perception. Second (and this is really big in a Twitter context), other people see your answers, so they don’t have to ask the same question.

Customer Drawbacks

  1. The Great UnknownJust about everyone knows Comcast is on Twitter. But is Sony (I’m actually having a TV problem right now)? Is Trek bicycles? Is the company that made the cork flooring in my laundry room that’s looking a little sketchy? Is Diet Dr. Pepper?

    As a consumer, I know every brand has a phone number, a Web site, and an email address. Twitter engagement is still VERY circumstantial. I have to guess whether the brand I need to communicate with is involved. That’s inefficient, and a hassle.

  2. Shouting from the RooftopsCertain customer service issues (mainly those where the brand is clearly at fault) are ripe for Twitter enablement. But sometimes, the consumer shares the blame, and needs help for a problem that might be better handled in a quiet, 1:1 fashion. I’m thinking of the “I didn’t read the directions, and now my hair turned green” scenario. Do you want to tweet that to all of your followers?

Company Drawbacks

  1. Lack of Account History One of the most useful components of modern CRM systems is their ability to pull up complete account history during the call, email, or live chat. The agent knows what you’ve bought, when you’ve called before, whether or not you’re a kook, etc. On Twitter, the customer service representative has very little information (possibly not even your real name). That makes service provision tricky.

What do you think? Should all companies get involved with customer service on Twitter? Only certain industries? None?





Great customer service can give us an edge

13 04 2009

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2093424In a worldwide marketplace, there may be times when it’s difficult to compete in the area of labor costs and, in some cases, even material costs.

At these times, our customer service can put us ahead of the game in competing with companies both at home and abroad. It should be a top consideration for every team member.

That means not only listening to customers and providing good service, but identifying unmet needs that can result in new revenue opportunities.

A successful customer experience often requires collaboration with others in the organization and communication with our own suppliers.

Customers must feel important and appreciated. They are very sensitive to whether we care about them. Be sincere and thank them every time you get a chance to do it.

Look for ways to say “yes.” Comply with any reasonable request and make sure that everything you promise is done. Follow up.

Don’t be afraid to apologize for something that has gone wrong. Customers must always feel that they win in one way or another.





Case Study-Successful Printer on Twitter

7 04 2009

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Today’s post is a guest post from Laura Beulke. Laura is the owner Vertical Printing & Graphics. VP & G specializes in short-run printing and mailing orders. Laura has used Twitter successfully and wants to share her story with other printers. You can contact Laura for more information at Laura@VerticalPrinting.com or follow her on Twitter at @VPG_Printing

laura5I started using twitter in January 2008 and really didn’t know what it was all about. I followed a link from another social media website and started my account. I looked around a little and found a few people I was interested in and that was about it. I would visit Twitter initially once per week and look what others were posting and then I posted a few things too. Then it hit me around June 2008 this would be a great resource for gaining new clients from all over the country. So my addition became an addiction!!!

At that point I started doing some serious following and was also posting several micro blogs per day. It started off with a little bit of advise here and there, and I would offer some special rates.  I had an idea to give away post FREEBIE’s, where I would give away a little bit of printing or a product. That is when Twitter SNOWBALLED for me. People started to retweet my specials and FREEBIE’s that I offered and before you knew it I had hundreds of new new followers.

I have also done sponsorships for various blogs through connections on twitter. This has brought a fair amount  of attention to both my website as well as my twitter account. In less the 6 months I have gained over 3000 followers and I have built relationships many of them. They have given me some GREAT referrals as well. I am not only a twitter addict now, but I am also a twitter queen (at least I think so).

I make Twitter a part of my daily routine. I post a different special each day, as well as  positive tip about marketing. This is where I have gained a great amount of success. I get new followers everyday and also find that several of my followers take the time to RT (retweet) my specials (some do it everyday.) This is the reason I have been successful at developing new business from this thing we call Twitter.  Follow this up with great products, person to person customer service and building long lasting relationships is and you too can be successful.

Thanks to Twitter I have added clients in 10 additional states, making it 37 states now that Vertical Printing & Graphics, a little boutique printing & graphics company in Encinitas, CA can say they service.








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