In business, there is no such thing as writer’s block. It doesn’t exist. Erase the phrase from your mind. You see, in any business, there are so many potential stories to be told that one should never run out of them even if they’re blogging daily. More importantly, this isn’t like writing a novel. It’s not professional journalism. You’re not writing a column. On a business blog, you have the freedom to pull from the ultimate content resource – the internet.

What most perceive as writer’s block in the world of business blogging is actually the brain’s way of saying that you don’t want to write at this moment. Get over it.

With that all out of the way, it’s time to look at some different types of blog posts that can be categorized into a proper plan. This plan can be an editorial calendar, a series of reminders in Outlook, or a notepad on your desk where you jot down your ideas. We’ll get into planning in a moment, but first let’s look at some of the ideas themselves.

Blog Post Ideas

This is a difficult topic to write about because no matter how much time and effort is put into it, the end result cannot be complete. The idea potentials are infinite. These are just some blog post types that can help you to get into the proper frame of mind when deciding about which topics to blog.

We’ll use my favorite topic, automotive, to flesh out the concepts:

• Industry News – As a business, you have the inside track to write about things that others want to know. You’re the expert. A car dealer can write about what’s happening to their brand, new vehicles that are coming out, recalls, races, or anything that is topical today. Here’s an example of an industry news post.
• Image Posts – These are often the easiest to put together because of two sources of content: what’s happening at the store right now and the internet. A Dodge dealer should have plenty of Dodge Chargers on the lot that can be positioned in various ways. They also have hundreds of worthy images of Dodge Chargers, old and new, on the internet. Keep in mind, if you’re taking images from other sites, make sure they’re receiving attribution. Here’s an example of an image post.
• Video Posts – As with image posts, most of the heavy lifting is done for you with video posts. You don’t have to a ton of investigating or write a 1500 word article to frame the video into a perspective. You want to write something, even if it’s only a paragraph or two describing the video and what it means to your industry, but it doesn’t have to be much. Let the video do the talking. Here’s an example of a video post.
• Activity in the Community Posts – Your business is likely involved in the community somehow. It can be a sponsorship of the local little league team. It could be something more significant. Talk about it. There’s nothing wrong with “bragging” if the intention is to highlight the source itself. Here’s an example of a community activity post.
• Infographic Posts – The internet is a visual experience. There are so many amazing infographics available to us that there’s really no reason not to use them. Make sure the data is accurate, of course, as you’re posting it on your website or blog, and definitely make sure to give attribution (it’s the reason that businesses make infographics in the first place) but don’t be shy about it, either. Here’s an example of an infographic post.
• Upcoming Product Posts – You know about new things coming down the road before your customers. Expose things to them through your site or blog. This is actually a no-brainer but so few take advantage of it. Here’s an example of an upcoming product post.

Again, this barely scratches the surface.

Planning

There really isn’t enough to say about planning to make it deserve its own section in this blog post, but it’s so important that we’re separating it out anyway. Make a plan. There are some great editorial calendar addons to WordPress and other blogging platforms that work nicely. Unless you’re blogging all the time, multiple times per week, these may not be necessary. It could be as easy as posting your ideas as tasks or calendar events in Outlook or whatever calendar software you use.

Me? I have a notepad. If it weren’t for that, I’d probably lose my ability to write with my hands because it’s the only time I ever use pen and paper other than to sign things. It’s archaic, messy, and less organized than the digital counterparts, but for me, it works. Whatever works best for you to keep you adding content to your blog or website on a regular basis is the right way for you to make your plan.

What are you waiting for? Start coming up with ideas, organize them into a plan, and get words onto your blog.

The idea of the NoFollow attribute on links was to help prevent spam from appearing on user generated content sites, particularly Wikipedia. It was intended as a way to tell Google (and eventually all major search engines) that a link was not supposed to transfer any “link juice” to the recipient of the link. In essence, it was designed to stop SEO spammers from trying to insert their links where they didn’t belong for the sake of improved rankings.

It has become an abused attribute. This needs to stop.

Modern use of nofollow by many websites is to prevent link juice “leakage” from a website onto other websites. Many put the attribute on any link that isn’t internal. Some go so far as to put it on every link, internal or external. This is ludicrous.

There may be some merits to the idea that leaking PageRank juice to others is a detriment to the optimization of a website, but if there is, it’s minimal. I’ve seen websites that have a completely closed nofollow policy that doesn’t “leak” any juice at all that have major troubles ranking and I’ve seen sites (such as all of my sites) that rank exceptionally well while giving link value to everyone.

There are exceptions. UGC, as mentioned before, should have nofollow attributes attached to links that are not vetted. If it’s a UGC site that passes through the eyes and scrutiny of an editor, the nofollow attribute isn’t necessary. If it goes live immediate, it’s necessary.

Comments or other areas where links can be added by anyone should also be nofollow. Some use plugins like CommentLuv to encourage comments by making links followed. This is up to site owner and as long as the comments and links are vetted I have no problem with it at all. If the links in comments aren’t vetted, I don’t suggest it.

Otherwise, there should never be nofollow links on websites. If a link is good enough to post, it’s good enough to get juice. Trying to sculpt or channel your link juice is futile, ineffective, and an argument can be made that it’s actually more damaging than good.

You’ve gone through all the steps. You knew that we were going to be talking about brand ambassadors. You learned why they’re important. We showed you how to identify them, then we discussed how to approach them. Now, it’s time to wrap it up with the hardest part of them all. We’re going to talk about how to sustain them as true brand ambassadors.

There’s a difference between a person who leaves a nice comment on Facebook and someone who actually tells people they know about you. It’s important to get that person to tell about their experience at your store on Facebook. It’s amazing to make sure that that person is proactive in the future. If they were happy buying a car at your dealership today, we want them mentioning you when they see their friend three months from now saying on Facebook that they need a new car. That’s the type of brand ambassadors that we want talking about us on social media.

It isn’t easy. It requires a subtle approach, a light touch, but a persistent one. Here are three things you can do to take that happy customer who posted about you on Facebook to the next level.

Show Your Appreciation

No, I don’t mean going on their Facebook post about you and saying “thanks!” You have to show true appreciation for their effort. You have to stand out above and beyond anything any other company has ever done for them.

There’s a fine line between being appreciative and being an annoying stalker. This is why it’s important to interact with a purpose. It should never be random. Show your appreciation at times when they least expect it, when you’re not at the top of their mind, and in ways that require real effort and/or money.

One way to show appreciation is with a quick giftcard sent on a handwritten envelope with a handwritten note inside.

“Hi Bob. I just wanted to check in on you to make sure you’re enjoying your car and that you’re still getting compliments from your friends. We appreciate that you posted on Facebook last month when you purchased it and we wanted to send you this $10 Starbucks gift card as a small token of our appreciation.”

This can get them to post again about the gesture, but more importantly it reminds them of the over-the-top experience they received at the store. When their friends and family are looking, you want them to mention your store by name.

Let Them Know it Worked

Here’s the thing, and it’s arguably the hardest truth to convince businesses of until they see it for themselves. If an average Facebook user promotes your product, their message was seen and heeded by their friends and family. There is a good chance every single time you’re mentioned on Facebook as giving someone an exceptional experience that someone amongst their friends and family will see this and act upon it.

When someone comes in and say, “I heard my cousin Bob that you guys took great care of him,” you have to let Bob know. If you have a referral program, this is a no-brainer. If you don’t have a referral program, refer back up to showing appreciation and reword the note that you send with the gift card.

Don’t forget, it’s not just about your business. People like helping their friends and family. Bob didn’t just help you to make another sale. He helped his cousin Sally have the same great experience he had. Sally may or may not let him know, but either way you definitely want to let him know. Validate that he’s an influencer and that he’s important to his friends, family, and your business.

Highlight Them

This is optional and requires some work, but it’s very useful when done right. On your website or through social media, take your brand ambassadors who have posted about you on Facebook and highlight their posts. This is best done in a group setting – individual highlights can be a bit creepy.

At whatever frequency is appropriate, post screenshots of all of your positive mentions. Make certain that there is text with the person’s name if their name and posts are public on Facebook. If they aren’t public, you don’t want to mention their name.

Again, this is optional. In a way, it’s a bit risky, but it’s also a way to let people know on your website and Facebook page that you have a strong commitment to customer service.

* * *

It’s not what you say about yourself on social media that matters. It’s what others are saying about you. This is where the value is. This is how to move the needle.

You’ve made a customer extremely happy with their purchase and exceeded their expectations. They’re smiling, shaking your hand, and thankful that you earned their business. They show all of the signs of being a potential brand ambassador. Now, how do you actually convert them from happy customer to brand ambassador?

We’ve already established that it’s important. Now go for the post. Your goal is to turn this happy customer into someone willing to advocate for you online. It’s not about getting a review. Those are easy. Reputation management on review sites is an important activity, but save those conversations for those who aren’t going to post about your on their social profiles. Getting an endorsement on Facebook is much more useful than getting a review on Yelp (unless your Yelp score is poor, in which case you probably want to get that bumped up first).

To get someone to post about you on social media, there are two effective methods to try.

Give Them an Incentive

This is the easiest way. It’s also slightly less fruitful because they must divulge in their post that they received compensation. That’s okay. If done right, even divulging the “payment” can be turned into a positive thing.

First and foremost, don’t go straight for the close. Just like with any sales process, you have to sell them on the idea. This requires a little setup first. Try to catch them when they’re really happy. After they’ve just given your store a compliment is ideal. Then, ask them about their social media presence.

Here’s an example of a conversation:

• Customer - “This has been the easiest car-buying experience I’ve ever had.”
• Salesperson – “Thank you for saying so. We do business differently here because we want our customers to come back to us and recommend us to all their friends and family.”
• Customer – “Yep, I’d definitely recommend you to my friends.”
• Salesperson – “Are you on Facebook?”
• Customer – “Of course.”
• Salesperson – “Because we value our customers’ recommendations, we give them their first oil change for free when they post about their experience on Facebook.”
• Customer – “That sounds good. I’ll post when I get home.”
• Salesperson – “If you want to do it from your phone right now I can walk you through it. To give you the oil change, it has to be worded a certain way.”
• Customer - “Okay. Let’s do it.”

The wording should be something like this: “I just had a great experience buying my new car at ABC Motors. They even gave me my first oil change for free just for posting this.”

That’s it. Of course, it’s not always that smooth of a conversation, but remember that even a handful of people per month can make an impact on future sales.

Give Them a Valid Reason

Similar to the incentive, the valid reason approach can be almost as effective. Done well, it can be even more effective because you’re asking for real endorsement without anything attached.

Use the talk track above but replace the oil change dialogue with something like this:

• Salesperson – “One of the ways I’m judged on whether I’m delivering a great customer experience is by getting mention on Facebook. If you wouldn’t mind, I’d appreciate if you’d write something about us on Facebook through your smartphone while we wait for your car to get cleaned up.”

From there, it doesn’t matter how they post it. They aren’t required to divulge anything and we’ve seen that when customers are given complete freedom to advocate for you how they want, they’ll do a better job at it.

But that’s not all…

Getting a Facebook post is amazing. Unlike review sites, it exposes your brand and the experience you deliver to people through a trusted peer. It’s human nature to trust the advice of people we know more than strangers on review sites. These types of public endorsements show “skin in the game” as we’ve mentioned in previous articles. Review sites are made fine, but they aren’t broadcasting the message to the right people the way a Facebook endorsement works.

This is all great, but a true ambassador won’t stop there. This is where we get into the real ways that happy customers become the brand ambassadors that we need. We’ll discuss all of that in the next post in this series.

Let’s assume, for a moment, that you have step one on the path to building your Brand Ambassador Factory covered. For those who don’t know, step one would be to make sure that your business is operating in a way that creates extremely happy customers and clients. There’s nothing I can say on this social media blog to help you there – run a good business and make people more than satisfied with the results you deliver. If you aren’t doing that, social media can’t fix it.

With the assumption that you’re running a good business out of the way, let’s move on to step two. You have to identify potential brand ambassadors. The initial requirement is easy – they have to like you. Unfortunately, it goes much deeper than that. Liking your business isn’t enough to make a brand ambassador. You have to look for other qualities to go along with it.

This is where stereotypes have to be thrown out. A hip 20-something isn’t necessarily addicted to their smartphone and Facebook. A 65-year-old grandmother isn’t necessarily still handwriting postcards to her grandchildren. You can’t identify a potential social media user without asking them. Once you start asking, you’re going to be surprised at the results.

Before you ask, you’ll want to make sure that your employees are prepared for the initiative. It is an initiative. To downplay it as something that you’re “playing with” or to isolate social media activity to a single person is a mistake. It takes every customer-facing employee at a company to really get the most benefit out of this. Have a meeting and even have everyone read this blog post first. It’s important that they get it before trying to sell them on the concept.

Here are some characteristics you’ll want to look for when determining whether or not to approach someone about being a brand ambassador for your business:

Social Media Brand Ambassadors are Social

This isn’t as much of a no-brainer as one might think. There are tons of shy people on social media. In fact, social media offers a venue for shy people to interact with their world from a safe distance which is part of its popularity. These shy people aren’t going to be brand ambassadors.

You want that person who can’t stop socializing. They are often talkative in person, sharing information without being asked. They will likely check their smartphone throughout a long transaction. If they grab it and take a peek every time it pings them with a new text message or Facebook update, they’re connected in all the right ways.

Social Media Brand Ambassadors are Friendly

We’ve all known that ever-connected person who is a total snob. Their profile is probably loaded with cynical comments, which are only slightly less cynical than what they say about people in real life.

Friendly people are much more likely to be brand ambassadors. They are the ones who carry an extra smile with them in case yours runs out of juice. They like you the moment they meet you and many people like them as a result.

This is an extremely important trait of a brand ambassador because these are the type of people who are willing to help you out when you ask. At the end of the day, very few people become a brand ambassador without prompting, which means that you want to identify those people who are willing to put their name behind a good experience they’ve had with a company. Remember, brand ambassadors are giving personal endorsements. It’s not like asking someone to post a positive review on Yelp. Getting them to post on their social media is a true endorsement. Since it’s a reflection of themselves that reaches their friends and family, it actually means something. It’s “skin in the game” which is why it’s so much more powerful than a simple positive review.

Social Media Brand Ambassadors are Extremely Satisfied

This is the moment of truth. Are they happy, and I mean really happy with your product or service? If they meet the first couple of criteria and they express extreme satisfaction with their transaction, you’ve found an ideal candidate to approach about being a brand ambassador.

You’ve done right by them and you could really use them to do right by you on social media. This is it. You’re about to get a real endorsement from a real person who is likely trusted by their friends and family.

* * *

In the next part of this series, we’ll discuss the ways to approach a potential brand ambassador and put them to work for you.

We’ve all heard the cliches.

• “Build raving fans!”
• “Word of mouth is the best form of advertising!”
• “Delight your customers!”

These sayings would start to get really annoying if they weren’t 100% correct.

As I said in part 1 of this series, it isn’t what you’re saying about your brand on social media as much as it’s about what other people say. Unfortunately, many people only talk about a brand if they have something bad to say. To counter this from both a reputation perspective as well as an exposure perspective, brand ambassadors are the most important people in your public relations world as it pertains to social media.

Everyone already knows that you love your brand, that you believe in your product, and that you have the best of everything to offer your customers in your opinion. If you didn’t believe that, you wouldn’t be in business, so most claims by a company are not believed. Not every brand can be the best, but every brand claims to be the best. As a result, people go to two forms of outside sources to confirm or deny claims. They go to experts in many opinions – Roger Ebert has made and broken many movies with his words over the decades. The other place they go thanks to the power of social media and review sites is to their peers. What are other people who have already tried your brand, product, or services saying about you?

The presence of brand ambassadors is not just a matter of encouraging happy customers to write reviews. Reviews are great and extremely important, but there’s no real “skin in the game” when they post to these sites. They’re one within a group. If a company has 100 Google Local reviews, what’s one more added to the mix, at least from a customer’s perspective. It’s not a personal thing when someone posts to review sites.

Social media, on the other hand, is a personal thing. Those who take their social media seriously are much less likely to say something good about a brand. When they do, it actually means something. Their friends and family who already have an opinion about the person will take their recommendations on social media more seriously. This isn’t even taking into account Facebook Graph Search which has the potential to amplify this even more (we’ll see). This is simply looking at the state of social media today. If someone’s willing to say that they love your brand, product, or service on social media in general and Facebook in particular, it’s the most powerful review anyone can give you.

It’s the “skin in the game” that isn’t present on review sites.

If your company is actively building brand ambassadors, you’re  already seeing the amazing results. You’re hearing from your customers either through social media itself (“You were right, Bob. ABC Motors took great care of me, too!) or at the store itself. If you aren’t hearing about people coming to your store because they heard about your from a friend, you’re not building brand ambassadors. I’m not trying to use circular reasoning here. Just stating a fact. If you build brand ambassadors regularly on social media, you will hear about it at the store. It’s that simple.

In the next story, we will go into detail about how to identify potential brand ambassadors. In the meantime, be sure to subscribe to Soshable by Email to get the full scoop on how to make the most out of your social media marketing efforts.

Facebook has been trying to crack down on text within images for some time. They made a big deal out of it when they first rolled out Timeline but it was still possible to get by without getting noticed. Today, it's a lot harder.

While I've never been able to fully make sense of the rule, it's their site so we have to play their game. The way the rule works is that text in an image cannot cover more than 20% of the total space or you won't be able to run ads on it. You might be able to run it for a little while but they eventually catch it.

They continue to push the letter of the law further. If you have too much text in your cover photo, all of your ads get rejected automatically. They've now started including thumbnail images from links in the rule. The post above was rejected for this reason. The sad part is that there were other images on the page that I would have preferred to use, but Facebook didn't register them as a thumbnail option.

Be aware of the rule if you're running sponsored posts on Facebook. This isn't the type of rule that you'd ever want to try to break. Even with a direct line to a high level Facebook employee, it still took a couple of days to get a client unblocked who had been breaking the rule before we took over the account. I couldn't image how it is for those who have to try to plea with them if they didn't have a connection.

It might not make much sense, but again I'll stress - their site, their rules.

If you run a Facebook page, you may or may not have noticed big changes in the numbers between August and December, 2012. For those who do not run many ads, the numbers were lower than expected. For those who run ads often, the numbers were likely higher than expected. This discrepancy led many to believe that Facebook was going to a “pay to play” model and despite reassurances by Facebook that this wasn’t true, the numbers told a different story.

Facebook discovered “a few weeks ago” that the insights reporting feature for pages was getting bad data. They were not counting views from the upgraded Android and iOS apps due to streamlining, while desktop views on sponsored posts were getting counted twice. They finally admitted to it today. The fix will be in place on Monday.

This is a minor bug that has caused major headaches to marketers. Those who are heavy on ads were seeing more impressions than they expected. If the results from these ads were poor, it’s hard to justify paying to present something to thousands of people if only a handful reacted. Conversely, those who use Facebook more organically or use the ads sparingly were made to believe that their efforts weren’t working. People adjusted strategies. Company owners and marketers complained. It was a mess.

While it looks like that (hopefully) going forward the right data will be displayed, it’s still a black eye for a company that is trying to position itself as a useful advertising platform. Google analytics have been around forever and haven’t seen the same level of bugs that Facebook insights have seen in a much shorter period. This is bad as Google Adwords budgets are the very dollars that Facebook is targeting. They want a chunk and they’re not doing a good job at proving that they’re worth it.

Perhaps most importantly, why are we finding out about this so late? If the data is inaccurate and being used by advertisers to measure success and failure, they should have divulged it the moment they discovered the problem. Instead, they kept it hidden until they fixed it. That’s not a good move for a public company that relies on user and advertiser trust.

What else is broken that we aren’t being told about yet?