Finding Connection Through Pain: A Guest Post by Katy Owens

In case you haven’t following along on social media, a new Muse came earth side and I’m getting to know her.

I’m really grateful for the network of business owners I’ve built who also enjoy writing to step in and guest post when my real life takes priority over cyber life.

The post touches on something that rarely gets discussed in the social media space: how we build meaningful connections online when physical presence isn't always possible. I'm honored to share this powerful piece from Katy Owens, of Empowered Path Occupational Therapy who opens up about navigating social media and community-building while living with chronic pain.

What drew me to Katy's story was her refreshingly honest take on social media's original purpose - connection - and how we can reclaim that intention for ourselves. In a world of highlight reels and perfect feeds, Katy reminds us that there's immense value in sharing our authentic experiences, even (or especially) when they're messy.

As someone who believes in the power of intentional social media use, I appreciate how Katy offers practical wisdom for creating what she calls a "social media sanctuary." Her insights about curating our online spaces aren't just for those living with chronic pain – they're valuable for anyone seeking more meaningful digital connections.

I'll let Katy take it from here. I think you'll find her perspective both challenging and inspiring.

Over to Katy...

Chronic pain sucks. And if you are someone who lives with chronic pain, or know someone who does, you may know that it sucks in so many ways and is unique to each person. Today I want to talk about how chronic pain can lead to feeling isolated and cut off from your social support.

Unfortunately, living with chronic pain can lead to social isolation because of the unpredictable nature of pain flares. Maybe you were invited out to a new brewery with your friends, but alcohol might cause a flare, or they might not have comfortable seating, or it could be really loud inside or a dozen other things. So instead of spending important time with friends, you say no, or cancel at the last minute because the stress and anxiety of the event is not worth the potential social benefits.

As you cancel more and more social invitations, maybe you stop getting the invitation. This can ultimately cause spiraling into depression, as you might look up one day to realize your friend group is nonexistent.

I’ve been in this situation and found respite in social media. When we think about the origins of the various platforms, it’s crucial to remember that the original goal was connection. Where did that go? It’s almost been entirely lost to influencers, AI generated images, restock videos, and obnoxious product placement.

What we don’t often see is the Behind the Scenes of social media, instead we spend hours comparing ourselves to the highlight reel of others. But I’m here for the bloopers. It’s okay to be messy, and sad, and less than perfect. When I was seeking community on social media, I started by curating my feed. Who were the people or organizations I was following, and WHY was I following them? When I read their posts or watched their videos, how did that make me feel? I started unfollowing and unfriending any person or profile that made me feel less than, and instead sought people who were at minimum broadcasting content that was realistic, inspirational without toxic positivity, and resonated with my lived experience. What I was left with was a feed full of seemingly authentic humans with relatable life experiences, and thoughts and feelings that feel genuine. It’s not perfect, and it’s always evolving as I evolve as a person.

There is a ommunity out there for you, whether you also live with chronic pain or are just looking for a group of people who love soup as much as you do. And if you need it: I give you permission to unfriend, unfollow, curate and customize your feed. It’s *your* space, after All!

I have a favorite quotation from Marianne Williamson that is a constant inspiration for the space that I aim to create on social media, for myself and others: “…as we let our own light shine, we unconsciously give other people permission to do the same. As we are liberated from our own fear, our presence automatically liberates others.”

Never be afraid to show the world who you are. Create your own social media sanctuary if you must, and curate your feed so you’re inspired by people doing the same. Even if we live with chronic pain and are still finding ways to get back out into the real world for real life connection with friends new or old, we can still engage in meaningful connection right here on the internet.

I, for one, can’t wait to meet you. Let’s make this space beautiful.

About Katy

I work as an acute care occupational therapist in Northern Colorado and also own an occupational therapy private practice specializing in pain management. I earned my Master’s in Occupational Therapy from Colorado State University, where I was honored to receive the distinction of Outstanding Grad Student of the Class of 2022 from the College of Health and Human Services.

Before starting my career as an occupational therapist, I served in the United States Coast Guard. An injury and my subsequent rehabilitation sparked my interest in occupational therapy and fueled my passion for advocating a biopsychosocial approach to pain management combined with an occupation-based approach.

I had the opportunity to present at the Colorado State Association Annual Conference in both 2023 and 2024. I was also selected from a wide pool of applicants to speak at the UCHealth 2024 Symposium, where I shared with fellow therapy practitioners and other medical professionals the value of OT in pain management and the biopsychosocial model of pain.

Connect With Katy:

www.empoweredpathot.com

LinkedIn: https://www.linkedin.com/in/katy-owens-ot/

When Vulnerability Becomes Your Superpower: A Guest Post by Chrysta Bairre

In case you aren’t following along on social media, a new Muse came earth side and I’m getting to know her.

I’m really grateful for the network I have of business owners who also enjoy writing to step in and guest post when my real life takes priority over cyber life.

I am thrilled to share today's guest post from Chrysta Bairre, a voice that resonates deeply and aligns with what I believe about authentic leadership and social media presence. When Chrysta first shared this piece with me, I found myself nodding along with every word.

As someone who navigates for herself and others the complex balance of being professional while being real online, Chrysta’s message about the power of showing up authentically hit home.

Chrysta's journey from trying to maintain a "perfect" image to embracing her whole story mirrors what so many of us experience as business owners and content creators. As the founder of She Goes High, a 1,900+ member women's leadership community, and author of "Beautiful Badass," Chrysta brings a unique perspective on how vulnerability can become your greatest strength in building genuine connections online.

I'll let Chrysta take it from here – and I encourage you to read all the way through. Her insights about the difference between sharing wounds and sharing journeys might just change how you think about your own social media presence.

Over to Chrysta...

My highest engagement as a business owner has consistently come from sharing my most vulnerable moments.

When I launched my career coaching and speaking business, a colleague and friend advised me to "show them your scars, not your wounds". She explained that to build my credibility, I needed to share about my challenges only once I had "figured out" how to overcome them, so I tried my best to put on my "perfect” on social media face. But I'm not perfect on social media or in life. I don't think I've had one single day of having my shit completely together. Maybe I have my shit 50% together. Or maybe 80% together. Or maybe 23% percent together. And that's real life. 

I wondered how I could show up as the face of my business and be “perfectly” fallible human in the process. Not long after I was invited to share my personal story at a mental health awareness event, and my business mentor told me not to do it. I felt so strongly that sharing stories of mental health is important for humanity, so I told my story and waited for the backlash my mentor said would come.

It never came.

Instead, people reached out and told me how much they were moved by my authenticity, and I even got a few career coaching clients from the opportunity! It turns out my vulnerability made them feel more comfortable sharing vulnerably with me.

After that speaking opportunity, I began to share more openly about my struggles on social media, in my newsletters, and on stage. I shared about personal and business struggles, and my people found me. Today I think of it less as “showing my wounds”, and more as showing my journey, and the stops along the way.

---

Chrysta Bairre is an advocate for herself and others. As a child she grew up in poverty, surrounded by family members with mental illness and addiction, while her own non-apparent disability went unrecognized and undiagnosed. A queer woman with several disabilities, she fought to get the help and support she needed to thrive, and became a voice for unseen and under-served people like herself.

Today, Chrysta is a career coach and professional speaker, helping women increase their income and impact through valuing their own inherent worth, setting boundaries and saying no in business, and advocating for themselves. She engages and inspires on stage, speaking to employees on banishing burnout, overcoming impostor syndrome, and workplace mental health.

Chrysta is also the founder of She Goes High, a 1,900+ member introvert and neurodivergent-friendly women’s leadership community in Northern Colorado. She Goes High hosts more than 30 events per year to support women leaders in taking up their space in the world and leaving their legacy!

Her first book, Beautiful Badass: How to Believe in Yourself Against the Odds, shares stories and lessons from overcoming poverty and depression in this guide for women who want to take command of their destinies and no longer fall prey to the hardships and setbacks that previously defined them. She is currently writing her next book on the topic of asking for help.

Connect with Chrysta:

Website: https://liveandlovework.com/ LI: https://www.linkedin.com/in/chrystabairre/

Mastering Google’s Latest Algorithm Updates: The Key to Success with Helpful Content and Trustworthy Reviews

Last week, I went to a networking event, and a colleague of mine asked me my thoughts on the updates that Google was going to make to its algorithm.

When they first started asking me about it, I had no idea what they were talking about, it's been summer after all.

But then I spent the long weekend looking into it, and this is happening.

Everywhere you look lately, some content creator or coach is talking about AI and how it's been a lifesaver for business owners to consistently pump out content to support their SEO and get them ranking higher than ever. For years, these websites needed to put out new content. Then suddenly, and thankfully for AI, the owners can sit down for an hour on a Sunday with a coffee and ask AI to write enough content to schedule not one blog a week but maybe even multiple blogs daily.

Well, our friends at Google caught on to what was happening, how people were bumping the systematic algorithm, which, if you pay for Google Adwords, does all the bumping for you.

So, thanks to AI and the way that people have been using it, we're all getting an algorithm update—one that, from my understanding of what I have read, is going to be weighed more on Reviews about your business than the content that your business is putting out there.

The real question: Does Google penalize AI content in 2024? The short answer: it depends.

Saddle up, friends, because we might be at the end of what we know about Search Engine Optimization.

What a time to be alive.

The world's leading search engine, Google, continuously updates its algorithms to provide users with the most relevant and high-quality search results. These changes are designed to improve the overall search experience and ensure that users find the information they are looking for quickly and efficiently. Over the past year, Google has made significant updates prioritizing helpful content and expert reviews. If you're a content creator, marketer, or business owner, understanding these changes can help you optimize your content strategy and improve your search rankings.

Google has made it clear that AI-generated content is not inherently against its guidelines.

However, Google has also stressed that AI-generated content must adhere to the same quality standards as human-authored content. This means AI-generated content should be original, informative, and provide value to the reader. Google has cautioned against using AI tools to generate low-quality, spammy, or misleading content, as such practices can result in penalties or lower rankings.

So what does that even mean?

1. The Helpful Content Update: Prioritizing User-Centric Information

One of the most noteworthy recent changes is the Helpful Content Update. This update prioritizes content that is genuinely helpful and user-centric. What does this mean for content creators? Essentially, Google wants to rank content that provides real value to users. The emphasis is on original, informative, and well-researched content that addresses the needs and questions of the target audience.

• Quality Over Quantity: Rather than churning out numerous low-quality articles, focus on producing fewer but more comprehensive pieces that offer in-depth insights. Quality content is more likely to engage readers, be shared across platforms, and ultimately rank higher in search results.

• Understanding User Intent: Content should be created with a clear understanding of what users are searching for. Content creators can tailor their work to effectively meet user expectations by analyzing search queries and trends.

Consistent Voice: While Google has not explicitly stated that it can definitively identify AI-generated content, the company has hinted at its ability to detect certain patterns and characteristics associated with AI-generated text. This may include analyzing factors such as:

• Consistency in writing style and tone

• Presence of factual inaccuracies or inconsistencies

• Unusual word choice or phrasing

• Lack of original insights or personal experiences

2. Product Review Updates: Fostering Trust and Authority

Google's recent updates have also highlighted product reviews, emphasizing the importance of high-quality, insightful reviews over generic or spammy content. These updates aim to enhance the credibility and usefulness of reviews in guiding consumer decisions.

• In-Depth and Authentic Reviews: Google favors reviews that provide detailed information, original research, and expert opinions. Shallow, surface-level reviews are less likely to rank well. Instead, provide comprehensive evaluations covering a product's pros and cons.

• First-Hand Experience: Reviews written by individuals with actual experience using the product are more valuable. Sharing personal insights, photos, and experiences can enhance the review's authenticity and improve its chances of ranking higher.

• Comparative Analysis: Google values content that compares multiple products, offering a balanced view. Comparative reviews that discuss the strengths and weaknesses of different options help users make informed decisions and are likely to rank better.

1. E-E-A-T: Experience, Expertise, Authoritativeness, Trustworthiness

Google's commitment to high-quality content is reflected in its focus on E-E-A-T: Experience, Expertise, Authoritativeness, and Trustworthiness. This concept is crucial for content creators, especially in health, finance, and legal advice, where misinformation can have serious consequences.

• Showcase Expertise: Content should be created or reviewed by individuals with proven expertise in the field. Adding author bios, credentials, and links to authoritative sources can help establish credibility.

• Build Authoritativeness: Websites should strive to be authoritative sources in their niche. This can be achieved through consistent, high-quality content that earns backlinks, mentions, and social shares from other reputable sites.

• Establish Trustworthiness: Trust is built through transparency and accuracy. Citing reliable sources, avoiding misleading information, and maintaining an up-to-date site can enhance the trustworthiness of your content.

As Google continues to refine its algorithm, these updates are a shift in search engine optimization (SEO) tactics and a broader movement towards a more informative and user-friendly web. By focusing on creating valuable, well-researched, trustworthy content and continuously asking for Google reviews, businesses, and content creators can improve their search rankings and build stronger relationships with their audiences.

We live in wild times of an ever-evolving digital landscape, and content that prioritizes authenticity, expertise, and user experience will be better positioned to thrive and succeed. Stay informed, adapt your strategies, and keep your content standards high to ensure you remain relevant in Google's search results and continue to effectively meet your communities needs.

Here are Five ideas on how your business can get better at asking for and receiving more Google reviews:

1. Ask Directly for a Review

Sometimes, the simplest method is the most effective. Asking for a review after a positive interaction with a customer can go a long way.

• In-Person: If you interact with customers face-to-face, take the opportunity to politely ask for a review when you know they’re satisfied.

• Personalized Emails: Send a follow-up email thanking them for their business and asking for a review. Make sure to include a direct link to your Google review page for convenience.

• Text Messages: If texting is part of your communication with customers, send a quick thank-you message with a request for a review and the link to your review page.

2. Make it as Easy as Possible

The more convenient you make it for customers, the more likely they are to leave a review. Simplify the process with tools like Google’s link generator.

• Direct Links: Generate a direct link to your Google review page and share it via email, social media, and your website.

• QR Codes: Create and display QR codes that lead to your review page. You can place these codes on receipts, business cards, or even at your checkout counter. (Do not put the QR Code on your social media.)

  3. Leverage Your Social Media Presence

  Your followers on social media are already engaged with your business, making them more likely to leave a review if prompted.

  • Social Media Posts: Share posts encouraging your followers to leave a review, and include the direct link to your review page.

  • Stories and Videos: Use Instagram or Facebook Stories to ask for reviews after a successful event or promotion. You can also create a live video thanking your customers and requesting reviews.

  4. Automate the Process with Follow-Ups

  Using automated tools makes it easy to remind customers to leave a review without additional manual effort.

  • Email Follow-Ups: Use customer relationship management (CRM) tools to send automatic emails after a purchase or service, requesting a review.

  • Post-Purchase Surveys: Include a link to your Google review page in customer satisfaction surveys. This gives happy customers an easy way to share their experience.

  5. Include Review Requests in Email Signatures

  A subtle but effective method is to include a review request in your email signature.

  • Email Signature Links: Add a brief line in your email signature, such as “Enjoyed our service? Leave us a review!” with a direct link to your Google review page.

Requesting reviews doesn't have to be awkward or challenging. Using the strategies above, you can increase your Google reviews, improve your business's online reputation with the new algorithm updates, and attract more potential customers. The key is to make the process as easy as possible and to engage with customers when they're happiest with your service. Implement these tips today and watch your Google reviews and web traffic grow.

Silence Costs: How Neglecting Your Contact Page Hurts Your Business Marketing

I've been thinking a lot about contact pages on business websites, mostly because I have sent out some inquiries through contact pages on websites for services that I'm interested in booking. I haven't heard anything back, and it's been weeks. 

Not only is it extremely frustrating for someone who wants to hand money over for services like yesterday to these businesses, but it could be better PR and Marketing.

If you aren't going to respond to inquiries via contact pages, why do you even offer one?

Here's why I say this…

Your contact page is not only the OG of lead generation but also sets the pace for the user experience with your business or brand. It is the first line of direct contact and communication. 

1. Establishing Trust and Credibility

A well-thought-out contact page featuring clear and accessible information instantly conveys professionalism and reliability to visitors. It serves as a direct channel for customers to reach out to your business, showcasing transparency and a willingness to engage with your audience. Users who can easily find your contact details are more likely to trust your brand and perceive it as legitimate.

2. Encouraging Customer Engagement

By providing multiple communication channels, such as email addresses, phone numbers, and social media links on your contact page, you empower visitors to choose their preferred method of interaction. This enhances user experience and encourages customers to engage with your brand, ask questions, and provide feedback. An engaged customer is more likely to become a loyal customer.

3. Enhancing User Experience

A streamlined contact page contributes to overall website usability and enhances the user experience. Visitors should be able to locate your contact information effortlessly without navigating through multiple pages. Clear and concise contact details improve navigation and ensure that users can quickly contact your business.

4. Generating Leads and Inquiries

A strategically optimized contact form on your contact page can be a powerful lead-generation tool. By carefully designing form fields and calls to action, you can encourage visitors to submit inquiries, sign up for newsletters, or request consultations. An effective contact form can convert visitors into valuable leads for your business.

The Impact of Neglecting Contact Page Inquiries

When a business neglects customer inquiries submitted through the contact page, the repercussions can be more significant than they might anticipate. Failing to respond promptly or effectively to these communications can significantly impact the business's reputation, customer satisfaction, and overall success.

Customer Dissatisfaction

By ignoring customer inquiries, businesses signal their audience that they are not valued or respected. This can lead to frustration, disappointment, and, ultimately, dissatisfaction with the brand. Customers who need to be addressed will likely seek out competitors who prioritize their needs and provide timely responses.

Lost Opportunities

Every contact form submission represents a potential opportunity for the business. Whether it's a sales inquiry, a partnership proposal, or simply a question about the products or services offered, failing to respond means missing out on valuable leads and potential conversions. Pay attention to these inquiries to avoid lost sales and missed connections with potential customers.

Damaged Reputation

Word travels fast; customers who feel unheard or ignored by a business will likely share their negative experiences online through reviews, social media posts, and forums. This can damage the business's reputation, leading to a loss of trust and credibility among existing and prospective customers. Poor customer service can have lasting effects on a brand's image and make attracting and retaining customers challenging.

Decreased Customer Loyalty

Effective communication is critical to building solid relationships with customers. By neglecting contact page inquiries, businesses miss out on opportunities to engage with their audience, address concerns, and provide assistance when needed. This lack of communication can erode customer loyalty over time, as customers may feel undervalued and unsupported by the business.

In all of this, I am glad that I reached out to my first choices for the services I was looking for because now I know they do not fully deserve my business, and I'm likely not to refer any other company to them. Those are the cold, hard facts of the digital situations we are all in. 

If you have made it this far, check the email your contact forms go to and respond to them promptly because you are losing potential and future business.

Does Hospitality and Customer Service Still Exist In Business?

In a world that's becoming increasingly digitized, one might wonder: Does genuine hospitality and customer service still hold a place in business? This intriguing question stirs conversations and debates among consumers and industry leaders alike. 

In this blog post, we dive into the evolving landscape of service-oriented businesses to explore the existence and importance of hospitality and customer service. Curious?

 Read on to learn more about how these traditional business elements shape the modern world.

Understanding the State of Modern Customer Care

In the dynamic landscape of today's business world, one may wonder, "Does hospitality and customer service still hold their ground?" As a social media manager who interacts regularly with customers from diverse backgrounds, I can confidently tell you it does- and that many business owners are slacking at this art of business. 

Customer care has evolved significantly over the years. Previously confined to phone calls or face-to-face interactions at a storefront counter, it now extends across multiple digital platforms – email chains that resemble personal letters, tweets responded to within minutes, and direct messages on Instagram filled with product recommendations based on user behavior. 

This modern expression of hospitality is subtler but no less impactful on the customer journey. 

Changes in consumer expectations and technological advancements drive this evolution. Today's digitally-savvy consumers demand instant responses and personalized experiences—a tall order for businesses but one they must fulfill to remain competitive. 

Despite this shift towards digitization, at its core, customer service remains an exercise in empathy—a careful balance between addressing consumer needs effectively while maintaining warmth and approachability.

However progressive or seamless this digital migration may seem, we should remind ourselves that technology can never truly replace the human touch in traditional customer service models – genuineness cannot be programmed into algorithms.

 So, while chatbots might have quick answers ready at your disposal 24/7 - remember there's nothing quite like having your concerns addressed by another person who genuinely wants to help out because 'hospitality' isn't just about efficiency—it merges respectfulness with responsiveness, which is the foundation of trust. 

Hospitality Challenges Facing the Contemporary Business

As a Social Media Manager, I see firsthand the interactions between businesses and their customers. I am currently re-reading "The Nordstrom Way" because, in my humble opinion, I believe that Nordstrom is the GOAT of customer service. But in this digital age, do hospitality and customer service still hold any weight in business today? Because these two very important pieces of the overall business puzzle are going missing.

In this fast-paced world where transactions are often reduced to clicks and swipes on screens, genuine warmth and humanness could easily fall by the wayside. Even though technology has streamlined many aspects of business, creating more convenience for consumers, it has added layers of impersonality that can erode traditional notions of hospitality. Layers are not only present online but have also transitioned to the real-life aspects of life.

I am an avid boutique shopper, and I have been noticing more and more over the past few months how I am not greeted when I walk into the small business. I will look toward where the employee is sitting, usually near the POS, and actively engage in whatever is happening on their phone. Because of this, I am not as apt to make a sale. Let me clarify: I usually do my boutique and errand shopping on a weekday when many other people are not out and about. This observation isn't based solely on a weekend encounter or busy time of day. 

This is not to say that all businesses have fallen into this trap; some still prioritize excellent customer service above all else. Yet, they need help maintaining these standards while keeping up with technological advancements. On social media platforms - my area of expertise - we observe how brands try hard to establish authentic connections with their audience despite being behind screens most of the time.

However daunting these seem, remember that every challenge presents unique opportunities, too. Modern businesses now need creative strategies marrying technology with timeless principles such as empathy or listening —thus redefining what great hospitality means today— which I believe is possible if given enough attention and resources.

Reviving Strong Customer Relationship Values

The key to reviving strong customer relationship values is understanding that every interaction with your customers is an opportunity to showcase your commitment to them. This could be as simple as responding promptly and politely on social media platforms or going above and beyond to rectify a problem faced by a customer.

In this fast-paced digital era, where consumers have many choices at their disposal, businesses can no longer afford to treat customers as mere numbers or transactions. Instead, it should be about building relationships based on trust and respect, which often begins by extending genuine warmth—much like what we associate with the term' hospitality.'

When strategizing or posting on behalf of businesses, one of the big things I keep top of mind is, what is the ambiance like if this was a real place people could walk into? Is this a warm and inviting post? Does this make the scroller feel welcomed, or does it make them feel as if they are unwelcomed amid a mindless scroll and are too disassociated to look up and acknowledge them? 

This approach does more than increase sales; it fosters loyalty among customers who feel valued and appreciated—a feeling that's hard for competitors to replicate. 

Hospitality and Customer Service will set you apart from the 50 other businesses that do what you do.  

So, let's take time off our busy schedules once in a while for self-reflection: Are we talking AT our customers or TO them? 

Are we listening? 

Do they feel understood?

By consistently incorporating these principles into our daily operations — irrespective of whether you're an e-commerce store dealing with hundreds of orders daily or brick-and-mortar shops catering to locals —we can revive those strong relationship values that may seem forgotten but are quintessential for long-term success.

Remember: behind every tweet, email exchange, or phone call is another human being who deserves kindness and understanding – much like how you'd want yourself treated. And this is where genuine hospitality meets excellent customer service.

Contact Maven and Muse Media to get your social media, and customer service dialed in for you.

Content creation for social media marketing is an essential part of any successful campaign. It engages and entertains your audience, builds relationships, and ultimately grows your reach. Crafting the right type of content for your social media accounts requires some strategic planning and effort. 

So, what are you waiting for? Contact Maven and Muse Media to get your social handled for you and start seeing success today.

Recession Means Getting Back To Business Basics

Our current COVID-19 world is not business as usual. Many of our local businesses are closed or running on a limited or new business model; the word recession has come across our radar. If you were paying attention to the economy in late 2019, you also heard the word recession being thrown around as an omen for mid to late 2020. I asked Courtney of Homeroom, a Financial Strategist for Businesses, what are some things we can do now to prepare our businesses for a Recession. The following is contributed by her.

Jade asked me last fall (in 2019) to write a post about the general strategy for businesses during a recession. When I originally wrote this post, I obviously had no idea that we would be in the middle of a pandemic when the post was scheduled to be published. Given that we’re currently in the thick of it all -- and many business owners are wading through some real uncertainty (at best), it feels like perfect timing for this post, but also there is a caveat that needs to be given.

This is not like any other time we have EVER experienced. Yes, we’ve seen recessions before, and yes, we’ve had a worldwide pandemic before (~100 years ago), but we have never had either while we also have so much accessibility (for most businesses/people) to technology. These are quite literally unprecedented times! So while the bulk of the post that I wrote back in November is still relevant, it needs to be said that NOBODY knows what is going to happen in the coming weeks/months/years. It’s just as possible that our economy will bounce back as quickly as it halted, as it is possible that we will enter another worldwide depression. Obviously, the more likely reality is somewhere in the middle of those two extremes.

The point being is that there is no one cure for businesses. If anyone tells you they know what will happen next week or next month, and they have your business solution, be like Usain Bolt and RUN, far and fast. News changes not just by the day, but by the hour. As things develop, all of our businesses will be impacted, and nobody knows for certain the ripple effects (either good or bad) that will emerge in future months, years, or decades. Most importantly, there needs to be flexibility. We’ve seen things change at a moment’s notice, and those that are the most flexible and nimble will always find a way to float to the top.

What I had hoped to convey in my original writing (below), and what is still relevant today, are some tips that will be useful in any dramatic change to the economy.

Recession! It’s a scary word! And for good reason. 

I graduated from college in 2008. Many of my classmates couldn’t find a job, and some of their parents lost their jobs. Businesses were forced to cut expenses and downsize in order to survive -- and even worse, many small businesses didn’t survive. It took years for our economy to recover and for small businesses to finally bounce back to pre-recession numbers.

And now you’re thinking “Jade brought this clown into her blog, and she saw fit to scare me with nightmares of business’ past?! What gives?” And yes, it’s a grim picture, but fret not. I’m not here to fill you with fear. I’m here to give you hope.

Yes, of course when times are tough, it’s important to hit the books and re-strategize from a financial perspective -- but that’s likely to only get you so far. How do you stay sustainable? How do you keep the door revolving? Hint - it’s about really diving deep knowing the customers that are unique to your business (your target market).

The most pivotal element in creating a great business strategy is understanding the value of what you have to offer AND how it’s perceived/valued/used by your target market. In a recession, the latter is likely to change. Which means something in your business needs to change as well. And there are a few ways to start thinking about how your business will need to pivot.

1. Understand how your target market has changed (or is likely to change if your working on potential future scenarios)You’ll need to alter your marketing strategy to meet your target market in their current situation. In a recession, most consumer groups will tighten their belt. They are less likely to spend frivolously and even in large corporate situations, budgets will be scrutinized. You need to understand how tighter financial constraints are going to change the buying habits of your particular target market. Maybe it means simply altering your pitch -- you’ll speak about your value in different terms, or maybe it means altering what you offer -- perhaps bundling/packaging.
   

2. Change your target market and start to understand the new mindsetIf your pre-recession target market is no longer able to afford your services, you can’t keep begging them to come back. You’ll need to change who you’re talking to. Who is likely to value what you offer in a recession? How are they different? Does your marketing need to be altered to appeal to a new group?

As always, gaining a DEEP understanding of your target market is essential. People evolve. Customers evolve. Consumer behavior evolves. A recession is a jolt in buying habits. Instead of taking years to evolve, your current customers are likely to alter how they spend money in a matter of months. We’ll all keep our fingers crossed that the economy keeps steadily growing, but it’s always a good idea to hone your inner boy scout, and “be prepared”.

While all of this was a hypothetical scenario last fall, it’s real and relevant today. A few industries are thriving, but most businesses are reeling. It’s okay to take a moment and take stock.

It’s important to keep perspective, to know that things will continue to change.  Stay flexible, and keep your ear to the ground. Listen to your target market and respond authentically. If you have value to offer during these months, it’s okay to keep offering it. Be mindful of how your message is conveyed, but it’s important as a business to keep moving. Stagnation will likely result in a larger gap once the economy is moving all together again. If nothing else, it’s a great time to organize and create systems that you’ve never had time for in the past.

Also, know that we’re all in this together. Take care of yourself and your friends. Reach out to others to offer a (virtual) hand, and ask for help as you need it. Be safe, stay home (if you can), and keep moving. :)

Why Customer Service Is The Best Business Strategy You Could Ever Have

There is a Maya Angelou quote that says, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” 

Customer Service is at the heart of any business, be it a product or a service provider your customer service needs to be on point because if it is you will be rewarded a hundred times over with new customers and continue to retain current customers.

I recently had one of the most incredible customer service experiences that I’ve had in a while, and it involved a record store and the holy grail for my vinyl collection.

If you follow along with me on social media that I am a huge Fleetwood Mac and Stevie Nicks fan, you might also know that I am building out a 70’s rock vinyl collection and refurbishing a 70’s system to listen to said vinyl. A record that has been on my list for years and one that will finish out my Fleetwood Mac collection is a copy of “Buckingham Nicks,” the only album released by Stevie and Lindsay which helped Mick Fleetwood find them when he was looking for a replacement when Bob Welch left the band.  

I have searched every flea market, garage sale, estate sale, and record store to find this elusive personal holy grail of music. Still, every record store, estate sale, or flea market that I went into, I would look and every time come up short until I walked into a record store in Victoria BC.

Turntable Records is in the tourist hub known as Fan Tan Alley; I had zero expectations for this place. I figured that I would walk in dig a little bit and then walk out, my experience with record stores in tourist parts of cities is not all that great. I walked straight to the Fleetwood Mac section and started digging; there was a lot, so much early stuff that I thought well maybe. A gentleman with a sizeable dark mustache came over to me and said, “Rumours is way in the back.” I said, “Thanks, but I already have that. I’m looking for something else.” The next record that I flipped was the cover of “Buckingham/Nicks,” I held it up and said, “This is what I’m looking for.” His entire demeanor toward me changed, in his body language, I went from some American Fleetwood Mac fangirl that only knows Rumours to a woman who is invested in all the music and history of this band. The next thing he said .”You know that those are getting incredibly difficult to come across.” He opened it up and said, “let’s take a listen.”

It was amazing. I had never heard any of these songs before that moment because it is not something that you listen to on Spotify when Stevie’s voice started singing my eyes filled with tears because I had found it, in fantastic condition. This man was teaching me more about this record that I didn’t even know.  

Gary is the owner and the gentleman that was along with me for my Buckingham/Nicks journey. While he held the door open for me to walk out, I felt as if we should hug or something because we had just shared that experience.  

The Turntable offers plenty of excellent condition vinyl products, their tiny shop in Fan Tan Alley is stocked to the brim with it. The customer service that Turntable sells is the experience. Selling the type of experience they do replaces any marketing budget; a satisfied customer is the best business strategy you could ever have because they will forever tell people about you. 

In Your Business: Money Is A Renewable Resource; Time Is Not

Money is a renewable resource; time is not.

Read that again.

The chances are that your business is not styling and taking 100 product photos to get just the right one. Your actual business is not researching and writing blog posts. Your business is not writing captivating scroll stopping Instagram and SEO rich Pinterest captions. Your business IS something else.

Your business is a physical product, or it’s a service that you offer and provide to other businesses. Your business and passion is most likely NOT creating the marketing content to bring awareness to your target market about YOUR business.

In the monthly 20-minute speed marketing sessions, the top three frustrations that I hear from other business owners are:

1. I loathe social media. I don’t know what photo to post, what to write or have the time to do it.

2. I don’t know what platform I should be concentrating the limited amount of marketing time I block out to reach my target.

3. I feel like no one is even engaging or paying attention when I post, so I just don’t post.

After we discuss these issues and we chat about the services that Maven & Muse provides it always comes down to money and not time. The phrase, “I wish I could afford to hire you.” gets thrown out a lot.

We are all good at something, that’s why we have a business. The skills that we lack we need to learn to hire out. We are a society of multi-taskers, because multi-tasking gives us a sense of purpose. We feel empowered because we are capable of doing ALL of the things, except we are not doing all of the things well. If we flip our focus to investing our time on the one thing that we do well and hire out the rest the money will renew itself and our business will grow.

I personally suck at keeping up my books, and I hate doing it every month. So I have hired out these services. It’s totally a pain in the ass to pay for something that I am fully capable of inputing into my Quickbooks but I know that I would rather do anything else then keep them up. The couple hours that I would spend doing this each month has freed up the time for me to personally write content and market my own services which has in turn brought in the money to pay for the bookkeeper.

I encourage you to actually sit down and think about how much time you are actually putting into feeling frustrated by creating your own businesses digital marketing content. I will put money on the fact that it is the same amount of hours that a content creator would charge you for.

Money is a renewable resource; time is not.

The Social Media Apocalypse What's Your Digital Marketing Back Up Plan

The social media apocalypse of Facebook and Instagram being down is happening. It’s March 13, 2019, Mercury in retrograde and we’ve been experiencing the biggest meltdown in social media history.

Since 8am PST people around the globe have been unable to get into both Facebook and Instagram. At the coffee shop today the world seemed a bit quieter, people are having these things called conversations with each other instead of being preoccupied with snapping a quick picture of their latte to put on their Instagram story. (Ahem I am guilty of this as well, sometimes.) I don’t know if this is because we are all secretly freaking out just a little bit.

I will say that I have enjoyed the silence of only having to focus on other digital marketing platforms for my clients that do not include a member of the “Facebook Family” for one day.

The real question we should be asking is, “ Will Facebook and Instagram be back tomorrow?” Honestly, that could happen. We could wake up tomorrow with the same messages on our pages, or they could be erased forever. As of this posting Facebook, reps are saying, “Facebook is down for required maintenance. We will be back soon.” Historically when huge expansive platforms such as Facebook and Youtube have done an update it’s only been 1-3 hours, as of this writing we are going into hour number 12.

If this outage has taught us anything it should be to not put all of your eggs in one basket. I’ve been saying it in talks and to clients since the first Zuckerberg Senate hearings, start thinking about your digital marketing backup plan.

If these platforms do not exist tomorrow, do you have access to your customers? Do you know your customer's email addresses and how to get in touch with them? The only real channels that are guaranteed for you to directly communicate with your customers or clients are your blogs and your email campaigns. I know these are such a pain in the ass to do. These digital marketing campaigns actually take a bit of time, I get that. You can’t post a pretty picture and write an emotionally touching caption to get your message out there. But you should start considering a plan B.

There are other great platforms to build a presence on as well Youtube and Pinterest are two that if you are not already tinkering around on you should at least begin investigating.

Lately, I’ve been pushing current clients toward my Pinterest management package because it is a powerful search engine that as of right now I don’t see going anywhere but up. The power of brand awareness that Pinterest offers is incredible if you know how to use it. Start here, you already have amazing photo content of your products which is half the battle, because you have been posting those awesome images to Instagram. Just start posting them with a good description to Pinterest as well.

Consider blogging as well, if you are a service based business or a product based business you have things to say, things that your target market IS searching for.

I am really thinking positive that the “Facebook Family” figures it out and that we are back in action soon but then again if they don’t we’ll figure it out. We are in this together.

Analyzing Your Online Efforts

If you are a business there is one intimate relationship that you need to be having. That is the relationship with your analytics. You should have an ongoing relationship with your Google, website and all active social media platform analytics. 

I know that you are out there reading articles about what is the ideal time to post to my account. While these posts aren't wrong in the posting times, they suggest just not work entirely toward when YOUR audience is active. The key to figuring out your ideal posting time is research, reading your analytic reports from Google and whichever other platforms you are focusing on. For example, you might be throwing all of your efforts into posting onto Instagram but you have 25% more traffic coming to your website from your Facebook page that you hardly ever update. This statistic should trigger in your brain to refocus your efforts and test for 5-7 days upping your Facebook posting habits to see if they remain the same, increase or decline. 

Every single one of the accounts I manage is different, some have a crossover on the niche, but each of their ideal clients is different and unique to them as a business. Therefore making the "sweet spot" of posting times different for each of them. I know this because I am in an intimate relationship with their analytics. I'm checking daily the report of the previous day, how many profile visits, how many website clicks, what time of day was this all happening. 

Social media isn't black and white it's a whole lot of gray. Things are continually changing, and you've got to regularly read your analytics and actively test to find what is working. If you're not you are wasting your time by putting in any effort at all.  I encourage you to peek your social media analytics, Facebook and Instagram will display for you your top three posts of all time. Take a look at them and study what is the same or different about them.  Study your location sources, I recently did an assessment for a client and the second and third most popular sources were coming from Canada which is a place we weren't even targeting, and the places we were targeting came in sixth and seventh. We had to refocus and study what we were throwing down and why we weren't getting the attention from the locations we were hoping too. 

It's tricky I wish there was an easier way but this online relationship is the most dramatic, active and complicated one your business is going to have, so you need to take the reins and make your efforts work with you not against you.  If not you're just wasting your precious time.