FeaturesNow

Talk Online - The Dos and Don'ts of Internet Discussion Groups

Why should your readers join online discussion groups? The answers are many: insight and ideas ... tips from colleagues ... information about emerging customer attitudes and trends. And what should readers do when they join? This brief feature introduces readers to online "netiquette," and helps them make their online experience efficient and productive. 1339 words.  [Feature 1104]

Social Media Vocabulary - What You Need to Know

Social media have become a widespread and potent marketing tool over the last few years. Used wisely, readers can use social media to help boost awareness, image and sales. This feature introduces (or reminds) readers of the most important social media techniques and tools. It presents definitions of 50 different social media features and techniques, and offers practical tips readers can use to make each of the 50 techniques work positively for them. The feature can be published "as is," or easily edited for length or reader interest. 2242 words. [Feature 1011]

Online Criticism: Answer and Overcome!

It can happen to any of your readers, anytime: online criticism from a customer, a blogger, or just someone out of the blue. Getting angry doesn't help. Responding does. But how? This feature introduces readers to a variety of ways they can effectively respond to online criticism -- and come out ahead in the eyes of the public. 719 words. [Feature 2005]

Mediation Magic

What happens when disputes erupt between employees, co-workers or members? You can insist they work it out. Or impose a solution. Or separate them. But often, the best solution is to mediate. Although complex problems may require sophisticated mediation techniques, you already have the knowledge and skills necessary to address everyday disputes. This brief feature explains what mediation is all about, and offers readers a practical, step-by-step guide to mediation basics. 922 words. [Feature 2004]

First Contact

That first transaction with a new customer is all-important. It can cement the new relationship and lead to a lifetime of mutually profitable sales -- if it's managed right. That first transaction might be big or small, in-person or online. It might involve a purchase or it might center around a freebie. This feature explores a wide variety of "first contact" transactions, and offers power-packed tips your readers can use to turn those transactions into lasting customer relationships. 878 words. [Feature 2002]

Hmmmm ... Let Me Play the Devil's Advocate

Imagine this: One of your readers is in a serious and intense debate. Bold-faced and aggressive arguments won't cut it. So what will change minds and hearts? One strategy: playing devil's advocate. This punchy feature explains the why's and how's of this subtle, but powerful, approach to persuasion. 1166 words. [Feature 0912]

Hit "Send," and Build a Relationship

Sure, your readers use e-mail every day to transact business and exchange information.  But with some easy planning and a bit of creativity, they can turn this ordinary communication tool into a business-building arsenal.  Used wisely, e-mail can help your readers boost sales and deepen customer relationships.  Here's how.  703 words.  [Feature 0710]

Know Your Customer: Twelve Customer Profiles You're Sure to Encounter

When it comes to asking questions, making complaints, or resolving problems, many customers have their own conversational styles.  So how your readers speak with customers is often much more important than what they say.  Once readers understand the motivation behind customer comments, they can build the conversation around that need.  This feature introduces twelve core customer needs.  1011 words.  [Feature 0612]

Rudeness Antidotes: A Dictionary

When readers are confronted with rudeness, they have a choice:  they can respond in kind, with equally offensive language.  Or they can take control of their momentary anger and manage their encounter.  This feature is a dictionary of just a few of the anti-rudeness techniques available to readers.  728 words.  [Feature 0607]

First Encounters of the Great Kind

When your readers meet new people -- new customers, employees, vendors or associates -- they set the stage for the relationship that follows.  This brief feature, presented in entertaining "A-B-C" format, helps readers understand how to make their first encounters really count.  633 words.  [Feature 0411]