Facebook is one of the hardest marketing segments to understand for small businesses. Lets be honest, many of them don’t understand it at all.

One of the things I always notice is the uncertainty of not knowing if the Facebook Page should perform better. Should we be getting more comments or more Likes based on the size of the fan base?

This Infographic by Quintly shows a report of the average engagement Pages get based on their number of Fans/Likes in April 2013. Look for the correct bracket to figure out if your Page is performing above or below average.

While this will definitely not determine what kind of engagement your Page should be getting because of course, your case is unique and you could be way higher or lower, at least gives you an idea of what’s normal out there for Pages with similar sizes.

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Guest post by Eileen Bernardo from Viralheat.

Loyalty evokes a strong sense of emotion in human beings and is one of the pillars that support successful relationships.  Business relationships between brand and customer are no different.  When a consumer feels loyalty to a particular brand or product, they tend to stay lifelong supporters and champions of the brand.  They promote the product to their peers and continue to look forward to and purchase newer models, editions, etc.

Since its evolution and subsequent adoption, social media has changed the way businesses interact with their customer’s and audience.  This new dynamic has created a unique opportunity for businesses to connect and build brand loyalty with their customers.  Because of its simplicity combined with immediacy, social media is an ideal way to reach out to or talk about a particular brand, product, or service. It has also paved the way for businesses to create a two-way dialogue as they can now directly connect with their audience and customers in a very personal and timely way.

Successful businesses have recognized the direct link between social media and building brand loyalty.  The two-way communication allows for the two seemingly separate entities to connect and build relationships that scratch deeper than the surface.  And because of the volume of people that social media can reach, it increases the chances of developing and cultivating new loyalties.

So how can a business build brand loyalty using social media?

Build the relationship

There are two parts to this piece – the audience and the business.  These are the two entities that engage in a relationship.  And like every relationship, the strongest ones survive when the sense of loyalty is not only present, but also a major part of the foundation.  Not only should the customer feel loyal to the brand, the brand should also feel loyal to its customer.

This means that the brand stays true to who it says it is and continues to develop in a way that is in line with their branding, messaging, and mission statement.  In turn, there are many customers who only purchase products made by their favorite brands because they believe and trust in the brand.  These lifetime users are more likely to recommend the brand to friends and speak highly about the brand on their social channels. Some brands with exemplary loyalty are: Apple, Amazon, and Honda.

Take advantage of online channels

Word of mouth is now the most popular form of advertisement and it’s no doubt that social media helps contribute to its popularity. People are constantly talking about what they have, want, or need on their social networks. Before consumers make the decision to purchase they often check online to read reviews from peers or see how people are reacting to the product or service.

Smart, social media savvy brands take advantage of the honest, unfiltered feedback from online users and use these platforms to their benefit. Brands can reach out to those who are positively advocating their products and thank them for their support or offer a discount. These small gestures will go a long way in building customer loyalty. And because sometimes a customer may have a negative experience with your product or service, when a customer does reach out to voice their displeasure, it’s important to react quickly.  Customers know that sometimes things can go wrong, and they’re usually willing to forgive it if you can rectify the situation in a timely way. What they won’t forget is when a company does not bother respond to their complaint or responds too late. Your timely response can often times be the deciding factor in turning a detractor into an advocate.  Social media is an easy channel for customers to reach out and, in turn, your company to respond.

Engage now

What are you waiting for?  There’s no better time than now to start building and cultivating a relationship with your customers.  1-800 numbers and email correspondence are no longer the only way for brands and consumers to connect.  Social media allows for brands to quickly and easily directly engage with their audiences proactively.  Whether you’re reaching out to a brand new customer or a lifelong advocate, the key to maintaining a successful relationship is staying engaged.  Just like any other relationship, there needs to be communication between the two parties.

While it may seem like a no-brainer that companies would want to build brand loyalty, not all brands are taking advantage of the ways social media can help them achieve this.  Social media provides businesses with all the tools they need in building loyalty online – the players, the outlets, and the means.  Take the time to follow these simple steps and start building and cultivating online brand loyalty today.

Image credit: Thomas Hawk

Guest post by Kapil Jekishan from Latestcrunchs

Targeting your audience on Facebook is not only painful, but confusing – especially if you want to go down the ‘organic’ path.

Hey, I can’t blame them, as any business with interested parties and dollar driven investors want return on their profits. So whilst I don’t agree, I can understand why Facebook has made it difficult for business owners to connect with their followers unless you show them the money.

Understandably, several individuals are unhappy with this new paid approach, including Dallas Mavericks owner, Mark Cuban, who was extremely vocal when presented with a price tag of $3,500 in order to promote a message from the Dallas Mavericks Facebook Page to their followers.

FB is blowing it ? This is the first step.. The Mavs are considering moving to Tumblr or to new Myspace as primary site twitter.com/mcuban/status/…

— Mark Cuban (@mcuban) October 27, 2012

But with over 1 billion users, Facebook’s juggernaut position (which is essentially a monopoly) allows them to impose these monetary protocols, so for now, we’re stuck with playing by their rules.

So there are two key methods of advertising your business on Facebook: the standard Facebook ads and the more recent introduction of Promoted Posts. So let’s observe the two options and determine which will suit your business.

Facebook Advertising

This is easily the number one method Facebook relies on to generate the bulk of its revenue. They allow you to place paid ads which are then displayed to your targeted audiences.

When you establish an advert, you can narrow down your audience by using demographic factors such as age, sex, location etc. But that’s not all, you can even go down to specific interests such as whether you want them to like ‘cooking’ ‘gardening’ which Facebook then uses to estimate the size of your target audience.  The number of individuals to whom the ad is actually served depends on your budget and there is no guarantee that anyone will click on your ads.

Like Google, Facebook allows you to set a budget so you don’t blow a couple of hundred or thousand within the first few days. Your budget can be as low or high as you want and Facebook also commits to helping you achieve your advertising goals by displaying your ads to the most relevant audience.

So let’s summarise the Pros and Cons of advertising:

As you can tell, the advantages clearly outweigh the disadvantages, however, you should still be mindful of a couple of factors. Given the cost effectiveness of establishing Facebook ads, the platform is infiltrated with a number of ads and as a result – some come across as spam. Secondly, ads are a distraction and some of the savvy web users have discovered a few methods to block these ads.

Despite these minor issues so to speak, Facebook ads are definitely an effective medium for advertising especially since the cost per click is significantly lower than what you would pay with Google Adwords, plus it’s a great way to generate ‘likes for your business.

What if you already have enough likes? Well, let’s turn our attention to Promoted Posts then…

Promoted Posts

Think of Promoted Posts as something which is in between a standard post and an advertisement. The concept is straight forward, you select the post you want to promote, and just click on the ‘promote’ button next to the ‘comment’ and ‘share’ buttons. Prior to September 2012, Facebook users had this free method of posting a story or message and this would be visible across all followers.  Naturally, many businesses are upset that if you want your message to be soon by your followers, you have to pay for it.

Unlike Ads, there is only a lifetime budget but this can be as little as $5, however, a lower budget means less people are likely to see it. Once you promote a post, the post will be labelled as a sponsored post and your audience will be limited to people who like your page and their friends. You have the option of including or excluding the friends.

Facebook is redesigning its news feeds to give more visibility to Promoted Posts and thus make them more popular with advertisers. The new design allows for larger news feeds with larger pictures and more text. Unlike Facebook ads which can be easily missed, the promoted posts will occupy up to a third of the news feed making them very visible. Take a look at the advantages and disadvantages of Promoted Posts:

As you can see the advantages overshadow the disadvantages making this a good method for getting your message out there. The lone caveat I will add is that you require a following / likes to see any real benefit from this method.

Comparison between Facebook ads and Promoted Posts

So now that we’ve analysed the two methods of advertising, which one is better for your business? Well, that will depend on the situation. So here is the overall summary between the two:

Although both options have their advantages and work equally well, it all comes down to the environment and what you’re trying to do. If you have minimal likes, start off with Facebook ads to develop likes and get targeted followers. Once you’ve got a fan base going, start to use your Promoted Posts to show off your events, promotional offers, news and given you have targeted followers, these readers will be inclined to read the post and even share it across their network.

So, what’s your favourite method of advertising on Facebook – Ads or Promoted Posts? Have you tried either of these methods? I’m keen to hear your success stories or feedback on how one method works better than the other.

You shouldn’t be surprised to hear that photos dominate Facebook’s News Feed.

When we talk about content marketing on Facebook, there are different media types: Status, Link, Video and Images. But images, as in many other online platforms and networks, have become the most consumed content format and today, they take about 50% of the News Feed.

What’s shocking on the other hand, is that only 1 out of 500 stories posted on Facebook actually make it to the News Feed. PostRocket made the funniest reference and I thought it would make a cool tweet…

“It’s almost 30 times easier to get into Harvard than it is to get into the Facebook News Feed” – Tweet this

So yeah, who are we kidding, Facebook marketing has gone from hard to almost impossible in the last year. And this is why every single post should be carefully optimized to increase its chances.

Image optimization starts by using the appropriate dimensions.

This Infographic outlines the 4 different types of images (photo posts, cover photos, profile pictures and link preview images) you should consider optimizing for use on Facebook and provides the exact dimensions in order to get best quality possible.

Inforgraphic courtesy of PostRocket.

As some of you know, Influence (or I should say the attempt of measuring influence online), continues to make waves in controversial waters.

The latest: a list of “top 50 influencers” in social media published by Forbes (no link love). The problem: a score by Peek Analytics is used to measure influence triggering an obvious and, in my opinion, well deserved negative reaction. Check out my favorite responses from Mark Schaefer and Jure Klepic.

Influence is a big part of the social media conversation and will continue to be as it, hopefully, shapes into something we can all live with. I mean, we’ve been talking about influence for a while now…

But how about “Influence Marketing”?

It’s important that we make the distinction between Influence Marketing and Influence scoring.

Influence Marketing has always been part of our lives, whether we recognize the term or not. Everyday, brands put their products in the hands of targeted individuals that have a clear impact in an specific niche.

I think this quote from the upcoming book Influence Marketing, by Danny Brown and Sam Fiorella, not only provides a clear definition of what the goal of marketing is but it also makes it pretty obvious that influence is a natural aspect of marketing.

The end result of any good marketing effort is to identify, engage, and nurture the most qualified prospects, ensuring the leads generated drive the highest customer acquisition rate

Is “Influence Scoring” a good idea?

Let’s start by saying that measuring influence might not be such an innovation as you think. When big brands want celebrities to endorse their products, they carefully study options, their current popularity, size of audience, body of work, credibility, etc., before determining who is the best fit for the brand.

The idea of brands and small businesses having a system to identify these individuals is not crazy. Even the idea of companies being able to better understand where a possible candidate for a position stands in a particular segment makes some sense, wouldn’t you prefer to hire a person that already carries a level of authority and respect in your market?

It’s clear that we seek social proof, on and offline, as an important factor for building trust.

Where is the epic fail then? Is it that we find it “unhuman” to carry a flashy score over our avatars online? or that the proposed systems and algorithms are broken?

What’s in the future of Influence?

One thing is clear, brands understand that with social media, they have lost part of the control to its consumers, they also understand the importance of channeling their message through individuals that can influence highly targeted communities.

These individuals exist, now, how are brands identifying them?

ArCompany and Sensei Marketing conducted a study that addresses some of the questions involved in how marketers approach influence, how they use it and whether or not the existing scoring options are really useful or not. Let’s take a look at some of the key findings.

Are marketers currently conducting social influence campaigns?

While 36.5% responded that they have occasionally used social influence, 28% say it is a key element in the majority of their campaigns.

Are marketers planning to invest in social influence campaigns?

I guess the future looks very bright, 14% say they plan to allocate 50% or more of their annual marketing budget to social influence campaigns and 53.9% plan on dropping 20% to 50%.

Are marketers using a influence scoring system?

And here is the big disconnection. 64.1% say they do not use a scoring platform but have a manual process to identify influencers instead, and only 4.9% say scores are a key element in their online marketing.

Do you trust social influence scoring platforms?

A massive 68.7% think influence scoring platforms can help as a starting point to filter potential options but they don’t consider them a standalone measurement. 25.2% say they don’t trust a system that has proven to be easily gamed.

Conclusion

• Influence is at the core of marketing today more than ever, specially online
• There is a clear need for marketers to implement systems to identify opportunities and individuals with clear influence that can carry and inject their messages into smaller and targeted communities
• Marketers need to understand how data obtained from scoring platforms can be used and how they need to use other criteria to overcome their limitations
• The main focus should always be prospect, not the influencer

The Forbes list?

A lot has been said already but I think the main lesson is that scoring algorithms alone are far from being a measure of true influence and, just as we suggest brands should conduct research to identify the right prospect for an influence campaign, a manual process with actual human criteria should have been in place. Simply relying 100% on an algorithm seems like a lazy and irresponsible approach.

Resources

If you are interested in learning more about this study and Influence Marketing in general, here are a few useful links:

• You can download the full study here
• You can pre-order the book “Influence Marketing: How to Create, Manage, and Measure Brand Influencers in Social Media Marketing” by Danny Brown and Sam Fiorella here (not an affiliate link), which hits the stores on May 13
• And you can visit the official site for the book here

Your Thoughts

Where do you stand in this controversial topic? Has your company considered targeting influencers for your next campaign? What do you think of social influence scoring platforms?

Share your thoughts in the comments!

As you know, Facebook contest have become a huge part of social media in the last year or so, specially as a vehicle for brands trying to increase their digital footprint and implement loyalty programs.

Here is the problem, a huge percentage of these contests fall short in one way or another, from failing to follow Facebook guidelines to ineffective calls to action, not following with a good promotion, or even not having clear instructions on how to participate.

This Infographic by Shortstack outlines all the elements you should consider when planning your next contest, designing the Facebook App for it, and a few tips on how to promote it.

Infographic courtesy of Shortstack

This is a guest post by Shanna Mallon from StraightNorth.

When it comes to business, few things are more powerful than a good name.

With a strong reputation, you attract new clients, keep the ones you have, and grow. And while in the old days, managing a company reputation meant managing public perception across geography, today the Internet adds another important layer.

Is your brand being talked about on blogs and social media? Do you know what people are saying about you online? You should.

Here’s a look at five of the top tools for managing your online reputation:

1. Google Alerts

Every business should set up Google Alerts for its brand name, if only because the process is so easy and convenient. Simply go to google.com/alerts and fill out your search query (company name) and how you want results delivered. You can filter results to include only certain forms of media (such as blogs or news or video), and you can have results sent to your email address or a feed reader. The results update you every time your brand is mentioned.

2. TweetBeep

What Google Alerts is to the Internet, TweetBeep is to Twitter. Sign up for the free version of this service, and get updated hourly every time you’re mentioned on Twitter. TweetBeep searches for Tweets linking to your website or blog (even within shortened URLs), replies and mentions, brand mentions, etc. It also comes in a premium version for $20/month that provides 200 alerts, a 15-minute-update option, and no ads.

3. Social Mention

SocialMention gathers an enormous amount of data regarding how and where your brand is mentioned online. You give the tool a keyword (your brand name) and it reveals a host of mentions, ranking each one as either positive, negative, or neutral. The only problem is that because the data pull from such a wide breadth of sources, irrelevant results do appear. Therefore, Social Mention is most useful if you’re a huge, recognized brand or have a particularly unique name.

4. Kurrently

Think of Kurrently as a search engine to check from time to time for brand mentions. As simple and user-friendly as Google, this tool provides real-time results for the keyword you give it (your brand name). Kurrently won’t email updates the way Google Alerts does, but its results are immediately updated and relevant, making it worth a visit.

5. MonitorThis

MonitorThis is a particularly interesting tool that tracks the mention of your brand name on over 20 different search engines. Simply enter your name in the search box and click the “make monitor.opml” button; the tool then generates a file to import into your feed reader. From that point forward, all mentions of your brand that come up in search results go straight to your feed.

Your Thoughts

Have you tried any of these free monitoring tools? What have you found? What other tools do you use to track your online reputation?

Photo credit: Constantineau

PostRocket revisits the Facebook Algorithm to understand why we are predetermined to see some posts on the News Feed and, more importantly, who is more likely to see yours.

Let’s start by stating the obvious, Facebook’s EdgeRank is complicated and it will be nearly impossible for any business to lay down an accurate projection of what is going to happen with each post published to the network.

While that could be a huge waste of time, having a basic understanding on how Facebook determines why some people sees your posts and others don’t is very important.

There are many factors playing a role in this mumbo jumbo that goes from previous affinity between the source and the recipient to the impact each piece of content generates and even negative feedback. All these items are directly affecting your Facebook Reach on a post-by-post basis.

The Infographic breaks down Facebook’s News Feed algorithm in 2 categories, which helps understand this better:

1. Personal Interaction, which includes affinity with the author and type of post
2. Network Reaction, which of course means engagement, positive or negative.

One last thing I’ll mention before leaving you is this, the News Feed is the single most important element of Facebook, you should understand how it works. In 2012, 40% of the time spent on the site goes to the News Feed, compared to 27% the previous year.

Infographic courtesy of PostRocket.

Guest post by Daniel Sharkov from Reviewz N Tips.

Twitter, Google Plus and Facebook are probably the top three social media sites that every blogger should be on right now.

And even though the first two have millions of users under their belt and are great lead generation tools, there really is no other network as powerful as Facebook.

Just try to think who of your friends doesn’t have a Facebook account!

That is the reason why every business and every blog should have a Facebook fan page. If you haven’t yet created one for your blog, you are missing out on a huge potential audience, high engagement levels and targeted traffic.

But even if you have one, there are no guarantees. The fact is most fan pages will remain unnoticed and won’t ever break the hundred likes barrier.

Getting people to click that elusive “Like” button isn’t as easy as it sounds. And even if you have the fans, generating likes, comments and ultimately Facebook traffic has its pitfalls.

The following post is all about those pitfalls.

In the below paragraphs you will find five of the biggest reasons why people might decide your Facebook page isn’t worth a visit and of course tips to help you fix the problem areas!

Let’s get started:

1. You Don’t Have the Likes

That’s undoubtedly the key ingredient that you need in order to convince people to like you.

Unfortunately it’s a paradox that doesn’t quite work in your favor:

In order to get more people liking you, you need to have likes in the first place. That is exactly the reason why building your fanbase from 0 to 100 likes is tougher than reaching say 500 fans once you’ve gotten those initial 100 likes.

So how do you get started? Well you spread the word!

Here are some simple steps to help you:

• Insert a fan page box UNDER your posts – It’s quite common to see those in the sidebars, but they are far more effective placed under the posts. That way they work as a call to action. You basically tell people “Did you enjoy my article? Then why not like me on Facebook to stay in touch!”
• Share your Facebook posts on Twitter – Whenever you publish something on your fan page, click on its date header to open it in its own URL and share your post using that link. Now people will first be directed to your fan page, giving you the chance to get some of your Twitter followers to click “Like”
• Tell Your Twitter followers – Don’t be scared to promote your fan page on Twitter once or twice per week. Unlike the previous approach, here you simply point people to your page with a message along the lines of “Enjoying my tweets? You might want to take a look at my Facebook page!”. You should create 3-4 different variations, so that you don’t post the same message over and over.
• Use the Facebook Page Promoter Lightbox – A very neat WordPress plugin, that works as a pop-over like box. As with all pop-over plugins, that is far more effective than its sidebar alternative. Thanks to the plugin, I’ve generated over 250 new likes in just three weeks.
• Write an article about Facebook – Why not let people know you’ve started working on getting Facebook traffic and promoting your fan page! In the post you can provide readers with tips or reasons why they should be on Facebook. That is a great opportunity to tell them about your own page and show them some of the techniques you are following.

2. People Aren’t Talking About It

Although getting likes does take time, it’s straightforward – you just need to start promoting your fan page.

There however is another metric, which might be a bit more difficult to understand. What I am referring to is the “Talking About This” number. That one is displayed just below the cover photo and the title of your page.

First, what does “Talking about this” describe?

Well it is basically the number of unique Facebook users, who have interacted in one way or another with your fan page in the last seven days.

Likes, comments, mentions and shares all count as interaction. So with that in mind, we can easily assume that if a page has thousands of likes yet very few people talking about it, then something is wrong.

A possible reason for that might be that the page isn’t being updated. Another reason might be that the stories aren’t getting any engagement in the form of likes and comments.

So, how do you increase the “Talking About This” number? Here are some guidelines to help you:

• Ramp up the frequency – You can’t expect to get good results if you post a story once every two weeks. Try to share something with your fans at least four or five times per week!
• Share different types of content – You need to spice things up. One day you could post a funny picture, the other day you can ask a question, then you could post a quote or why not a did-you-know kind of post with no links in it.
• Craft a good call to action – The description you write holds a huge importance for whether or not people will click on your link, like your story or leave a comment. You can be as direct as saying “Like if you agree” when you post a quote for instance, or you could say something along the lines of “I would appreciate to hear your thoughts!”.

3. You Care About Getting Clicks Only

I really hate landing on a fan page, where the only thing I see are links to articles from the blog that the page belongs to. Not only that it feels rather spammy, but it’s also boring.

Even if we assume the content you share is actually worth reading, this still doesn’t mean you should use your Facebook page solely as a promotion platform.
Content might be useful, but the real problem is it is often “emotionless”. Sharing practical tips is great but it can’t produce an emotional attachment so to say.

Additionally people also need a couple of minutes – first to actually read the post and then to decide if it’s good.

That is why the stories that make an immediate connection with the viewer are in most cases images. You see them and you immediately act upon them, especially if they include a thought you can relate to or a funny story about the things you like or situations you’ve fallen into.

In the end your desire to get clicks will end up dragging your page’s popularity down and hence returning less traffic for you. Another problem is that you will be getting very few likes (images for instance tend to receive double the likes of a link to an article), which definitely won’t make your Facebook stream look trustworthy.

4. It Feels Like You Aren’t There

One great way to create a welcoming feeling among your new fans is by simply showing them “you are alive”. If you have a fan page about your blog, you should also emphasize on the blogger behind everything. The idea is to add a small pinch of your personality to the mix.

Sounds simple in theory, but how do you do it in practice?

• Not only ask, but reply – in a real world situation where you ask a question, it is quite obvious that you will also wait for an answer and then give your standpoint once again. It’s the same here. Whenever you ask your fans something, don’t forget to observe the answers and reply back (by mentioning the person by name, so that they get notified) with a thoughtful and constructive comment. Also take the time to like the comments that people are living as a way to say thank you.
• The descriptions, again – As I already said, descriptions are important because they can work as a call to action. However one other reason why you must include them is because there you can write your own summary and present your own perspective. For example if you’ve just shared a great post (not from your own blog) it will seem more genuine if you also say a few words about what the post talks about and why you actually liked it. Those simple things do make a difference.

5. You Overwhelm Your Fans

Even if you share interesting content, ask for opinions and don’t forget to add some humor along the way, you shouldn’t overdo. Sharing too much updates is as bad as being inconsistent.

Aside from the fact that seeing the same person (or page in our case) posting dozens of times throughout the day is plain irritating and it makes you want to slap them, if you post too much, people will simply stop noticing you.

That’s similar to the so called ad-blindness, when readers simply don’t notice advertisements placed in common positions and having similar layouts on thousands of websites.

So, how much is too much?

I’d say four or more posts per day.

I’m generally updating my fan page two times per day at most and the results are quite good. I tested bumping the number up to four and even five for a few days but that didn’t result in much of an improvement, so it’s not worth the time. I even got a comment from a guy who liked what I shared but said I should slow down a little.

Final Words

Those I believe are the main reasons why people might decide to steer away from you or unlike your fan page at some point. All in all I believe creating a successful fan page comes down to finding a balance between your own content and more interactive stories and also being consistent but not too overwhelming.

Now I’d like to hear your thoughts! Are there other factors that might scare you away from a fan page? Do you agree to the points I’ve shared? Let me know your two cents!

Many companies make the mistake to only focus on the obvious, is the phone ringing? are we closing sales?

But there are many other, less obvious (I don’t want to say “hidden”) aspects of business, that directly affect the bottom line. Customer service is one of them.

In a way, social media has helped bring customer service to the very front end of business. Customer services is no longer a “behind-the-scenes” thing. We’ve always known that is easier to keep an existing customer than finding a new one but, in the era of “everything is public”, it also plays a big role on the marketing of the company.

The customer service department today is capable of making your company a success story or simply destroy it.

This is why I love the phrase used by HelpScout in the Infographic below.

“Customer service is the new marketing” [Tweet this]

If you’re not convinced yet that your company, startup or even freelance business needs to put more focus in providing stellar support, here are some important stats you should consider:

• 86% will stop doing business with your company because of bad service experiences
• 51% will only give you one chance
• And the scariest problem in all this is that companies only hear from 4% of unhappy customers

See the opportunity?

There is one more number I want to point out to leave you on a positive note. While it is scary to see that only 10% of online merchants made the cut for “stellar” service, you should see this as an opportunity to enforce your customer satisfaction, this could very well translate into grabbing a bigger piece of the pie in your niche.

Infographic courtesy of HelpScout.