6 Major Principles of Brand Management for Successful Business

As far as brand building is concerned, most companies make the mistake of taking a shot in the dark without a clear, unified brand strategy and message. Building a proper brand identity and voice, then applying it with consistency will eventually make all of your marketing communication endeavors more productive, resulting in a remarkable ROI over time.

Although it is very easy to get hung up on favorite content tone and colors, a successful brand rises above the competition to deliver a more profound purpose that resonates with an audience.

Obtaining clients and making money might be your company’s primary objective, but your purpose needs to emphasize a willingness to accomplish more than just profitability. For instance, IKEA’s vision isn’t just to sell furniture, but instead to “create a better day-to-day life.” This approach remains alluring to potential customers, as it demonstrates their commitment to offering value beyond the idea of a sale.

Ultimately, a comprehensive brand strategy with a concise message cannot be truly operative without consistency. Marketing strategies are bolstered over a cohesive brand language but can fall feasibly flat when the tone or style is scattered. At the end of the day, consistency remains imperative to brand recognition, which fuels customer loyalty.

Building a brand is no easy objective and can feel a bit like climbing Mount Everest. The key is to take it one step at a time:

Audit & Research

A strategic and in-depth research and audit process will lay the groundwork for all future branding strategies. To obtain a historical perspective and a thorough understanding for your brand equity, you need to begin by analyzing all of your existing marketing materials including your vision, mission statement, value proposition, business plan, organization chart, marketing plan, existing market research, annual reports, employee surveys, CEO speeches, press releases, brochures, news stories, current website and more. In addition, interviews should be carried out with both internal staff and external customers. During this phase, it’s also essential to analyze and review your competitors’ brands as well.

Define Your Brand

You can start establishing your brand architecture with the help of Chatter Marketing Tulsa by deciding and explaining what precisely you want to brand. Do you want to brand your organization as a whole? Or perhaps you want to brand individual services/products within your company. Further, you need to determine the singular core objective of your brand – your Brand Promise. For a more explicit description of the brand, you are supposed to research your brand drivers. In a nutshell, brand drivers are a list of advantages that consumers receive by using your service/product. To summarize this phase, launch a brand persona. If your brand was a person, what characters would they have? Sincerity? Sophistication? Excitement? Assigning human traits to your brand can enhance customer loyalty and result in enhanced brand equity over time.

Place Your Brand

Now, it’s time to place your brand within the mind of the customer. It’s crucial to remember that your brand may mean different things to different individuals. It’s essential to section your target market into small groups and establish value propositions for the individual group.

Express Your Brand

Ultimately, all the hard work can start paying off, and your brand can start to take shape in the form of look and feel with the help of Tulsa’s Chatter Marketing. During this phase, it’s advisable to establish a logo, name, color palette, typography, imagery, and tone of voice.

Create Awareness

Your branding tactics will be for naught if nobody understands or knows your new brand. All of your research, visual assets, and positioning statements need to be combined into one cohesive, comprehensive, Brand Book (frequently referred to as a Style Guide). When done appropriately, this book will ensure consistency, both externally and internally. Don’t overlook the significance of consistency. Live it. Learn it.

Measure Your Brand

Establishing your brand requires significant research, time, and resources. Once you have established your brand, you can’t just let go and forget it. A brand needs to be measured and monitored consistently. Measuring external and internal performance will include speaking with both your staff and customers. Ask your team if they recognize the customer insights, target audience, and brand drivers. Ask your customers if they identify your logo, distinguish what your brand stands for, and hold an impression of loyalty to your brand.


It’s no wonder that emotion is most frequently the driving force behind a customer’s decision to offer you their business, and when the exact emotional chord is struck the foundation for a relationship is laid. An effective brand strategy needs to consider all the above parts and dictate the desired experience through all touch points clearly and consistently. When done right, a comprehensive brand strategy will boost customer loyalty, fuel all future marketing efforts, and offer a significant return on investment over time.

5 Ways to Avoid Common video Marketing Mistakes

Video can be a significant component of a strong content marketing strategy, especially when you do it right. Creating strong video content for your brand is an excellent way to reach your target market and engage your audience. In the eyes of the customer, your video is a sole representation of your brand. To assist you in getting off on the right foot with your video marketing strategy, below mentioned are the top 5 mistakes in video marketing that I commonly see businesses making, as well as tips for how you can avoid them.

Mistake #1: The Hard Sell

Have you ever wanted to hang up on a cold caller? Or to slam your front door on a salesman?

Videos that acquire a hard-sell method will be responded with a quick click on the “X” or quick scroll. In other words, it’s merely like that cold caller, bud manners don’t help you get in the door.

Video content needs to be structured around our funnel, with varying objectives at every stage. If you ask our the video professionals at Chatter Marketing to post lots of videos on social media, your goal should be to entertain, educate, and engage the audience with exciting content.


Create awareness for the PROBLEM your product solves and present your core brand messages. This will seek your audiences’ attention towards your PRODUCT for later content.

Mistake #2: No Subtitles

An overwhelming 85 percent of Facebook videos are watched by users without sound! Thus, why are not all your videos subtitled?

In 2018, Facebook made videos auto-play on cell phones without sound.

Chatter Marketing has the ability to create videos that include subtitles so your audience can actually “hear” what you are trying to relate.

Mistake #3: Too Long

Yes, size matters in video content marketing. Videos uploaded on social media platforms as Top of Funnel content should be small and to the point. Social media platforms agree. Twitter won’t publish videos longer than 2:20 minutes, and Instagram allows a maximum of 1 minute per video.

Instagram and Twitter do this because they want to keep their users excited, engaged, and not bogged down.

The statistics are there to back them up:

Videos which are under 90 seconds retain 53 percent of watchers, but videos over 30 minutes retain just 10 percent.

This does not necessarily mean you should rush through your content, though. Avoid Mistake #4, and you’re golden.

Mistake #4: Too Many Messages

Most of the video production Chatter Marketing Tulsa suggests that every marketing video should have ONE CORE BRAND MESSAGE. Videos with too many concepts, or takeaways that can’t be boiled down to one valuable point, will annoy and confuse your audience.

If you need them to stick around to the end and return to watch future videos, go for QUALITY over QUANTITY.

You can’t summarize all of your life’s lessons in just 60 seconds, so don’t try to. Explain one, make it clear, and they’ll come back for more.

Mistake #5: All About

Have you ever seen a marketing video that talks too much about a business, its staff, or its products?

We see them all the time.

They are great. Honestly. Save them. Show them to all the team members in the office but don’t promote them to your target audience when the content DOESN’T RELATE.

Insider videos work very well, but only when they mean something to the audience who are watching them. Videos all about you will force your target audience to zone out and go browsing. Grab your audience’s attention by making video content with the help of Chatter Marketing Tulsa that relates to them!

Hit their PAIN POINTS!

5 Social Media Marketing Strategies That Grows Your Business

Consistency and quality remain the key objectives; however, businesses should also be willing to sell through their social channels.


As social media platforms are changing at an accelerated pace, it’s imperative to get updated with recent trends every year to make sure that your social media management plans are still thriving. It’s the best time to review your current social media marketing strategies to find out what works best and what can be improved.

2019 has been a hectic year for all social media platforms. There were a lot of positive and negative stories that had to do with usage. So what should be your game plan for social media marketing for the remainder of 2019 and into 2020? Consider 5 top notch social media strategies that are almost guaranteed to work now and well into the future.

Producing Diversified Content Types

It can be simple to find yourself only posting short tweets to Twitter, posting pictures to Instagram, and so on. However, on most popular social media platforms, you can and should post appealing content, including photos, blog posts, infographics, videos, and many more. Why?

For one thing, posting the same content type endlessly can bore your target audience, which would keep you from reaching your objectives. The same result could come if you post a content type that only resonates with a portion of your visitors or, worse yet, that doesn’t resonate at all.

By changing what you post, you can provide the best content types for your followers and simply appeal to all subsets of it.

Engagement is more important than ever

Facebook announced early in 2018, the focus on meaningful interactions as part of their updated algorithm. As it becomes difficult to gain organic reach, the only way to survive is to aim for content that is:

  1. Appealing

  2. Interesting

  3. Engaging

Thus, it’s the best time to stop ‘cheating’ to win engagement and start thinking of an improved engagement strategy for every channel to continue reaching your audience.

Do More Storytelling & Less Advertising

Implementing educational strategy means doing more teaching than promoting. Storytelling is not very different and, in fact, can be informative in nature. Though the power of storytelling lies not in teaching people things they didn’t know, but in relatable situations and characters, or at least situations and characters that evoke emotional responses. Such emotional responses spur action, often much more efficiently as compared to constant and shameless self-promotion on social media Tulsa platforms.

Try Influencer Marketing

Connecting with valued and reputed influencers is a wise idea for many reasons. Some of the key benefits are as follows: It boosts your reliability, and it provides you access to a far-reaching audience, both of which can make your Tulsa (and beyond) social media marketing strategy substantially more productive.

Leverage the Interest of Loyal Customers

Influential in their own way are your most loyal customers, which have the potential to become brand promoters. They can increase brand awareness and provide convincing social proof, facilitating other followers to build confidence in your business considerably quicker than they otherwise might.

Social media management plans prove to be an outstanding tool when in the hands of motivated brand promoters. But, obviously, it’s up to you to do the motivating. You might try:

  • Meeting satisfied customers and sharing their stories

  • Asking for customer reviews on social networks such as Facebook and Instagram

  • Offering incentives on various contests which would motivate customers to spread the word about your business on social networks of your choice

5 Lead Generation Strategies Usefull in 2019
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Whether you are running your small business out of a warehouse or out of your home, there is one thing you can always use: More clients. In addition, the catch-all term for the way to acquire these new clients? Lead generation.

So as to expand, your business has to gain exposure to new prospective customers and clients. Sure, this is far away from a new concept—the concept of acquiring new customers and clients is as old as business itself. However, as industries change and evolve, so do ways of acquiring new customers. A large number of lead generation strategies provided by Chatter Marketing in Tulsa have been around for many years, and, as an outcome, the majority of the consumers have become skeptical and almost immune to them.

All in, if you’re serious about expanding your small business, you have to get serious about improving or upgrading your lead generation strategies. In this blog, we will talk about 5 lead generation strategies that actually work in 2019.

Lead Generation

Lead generation is the act of securing prospective customers for your business. By executing lead generation strategies provided by Chatter Marketing, you’ll be gaining new leads towards your business that then shift towards the top of your sales funnel and preferably turn into paying customers. At its core, lead generation is just about getting as many high-intent, high-quality prospective customers in front of your business as possible. All in, a lead generation goes hand-in-hand with brand exposure and marketing; however, lead generation strategies offered by Chatter Marketing in Tulsa will be exceptional in their proximity to the sales procedure.

Take a look through this blog post to modern lead generation strategies to help you get the right fit for your company—whether you run a digital-only enterprise or a brick-and-mortar boutique:

Build an incentive-based referral system

Word-of-mouth advertising is still as vital as it’s ever been—even if the ways in which people spread the right word about your business has transformed with tech. If anything, recommendation systems have become even more beneficial among modern lead generation strategies, since they are simplier than ever to track and quantify.

The best conceivable thing you can do to harness the power of recommendations? Get granular with your facts.

Sell a service or product online? Create customized referral codes for specific clients and prospects—a new customer gets a discount for their very first purchase, and your loyal client will get a referral discount as well. This works best for online retailers.

In this way, you’ll be able to know precisely who is sending business your way, and which leads are turning to clients. Smart!

Broadcast advertising to your niche audience

Don’t worry—we are not talking about purchasing an advertisement slot on your neighborhood easy listening radio station. Though, podcasts have stolen a large number of listeners from the AM and FM dials.

And content creators still need promoters, so you can still turn listeners into leads, but with even better potential. That is because with podcasts, as listeners self-elect downloads, they signal what they are interested in. Which means you can recognize where your target audience is confined.

No matter how niche the industry, there is probably a podcast out there that tons of prospective clients are regularly enjoying. Own a home brewing shop? There is a podcast for that too.

Best of all, you will be pleased to know that you are not taking the shotgun approach for advertising that comes from radio stations, where a large part of your audience might not be concerned about your product or service at all.

Take a new approach for direct mail

It’s simple to write off the legitimacy of direct email in an article about modern lead generation strategies. We understand.

But direct mail lead generation strategies in 2019 aren’t postcards addressed TO PRESENT RESIDENT offering an unsolicited coupon for roofing shingles or free sock darning. Direct email doesn’t have to be synonymous with junk email, specifically if you know how to do it in the right manner. For certain clients, and certain businesses, we at Chatter Marketing like using direct mail as a tactic. By being discriminating with your direct mail efforts, you can invest more in the physical product you’re sending out. Similarly, you can offer coupons, better discounts, or other enticements to secure new leads to take the following step. Think of direct mail as your first step into getting someone to visit your website or contact you, rather than your final step in acquiring new customers. Wondering if direct mail is a good tactic for your business? Ask one of the Chatter Marketing professionals. We can identify if this strategy will work for you.

Generate lead-swapping relationships

Sharing leads with industry-relevant (but not competing!) businesses is another one compelling lead generation tactic that has been around for ages, but is still wonderfully useful when modernized.

If you have friendly terms with an organization that attracts similar clientele as yours, consider swapping leads from time to time.

However, to make this tactic work, you have to digitize the swaps to obtain the most from them. Use a comprehensive small business CRM to keep track of each lead and what sort of returns you are acquiring from the companies that are providing you with leads. Adopting a ‘big data’ approach to beneficiary relationships will help you extend far beyond having a huge pile of telephone numbers to cold-call.

Rethink discounts and deals

Of course, you’ve taken into account—if not held—sales to incentivize new clients through your door. However, with so many different deals and discount portals, it might be worth considering to observe if your product is a fit for any local or national opportunities.

If you’re a slightly hesitant, you could also give a thought to partnering up in a package with other complementary businesses that are better acquainted with the deals territory.

Since these sites are all about approaching new customers, they’ll do the legwork of finding the eyes for you to get your service or product in front of new consumers. And with a reach and budget, you likely don’t have.

A heads up that gains on deals sites are pretty skim, so this isn’t an eternal solution. But you precisely can generate new leads on them who can positively convert into loyal customers over time.

Digital Marketing

At Chatter, we are big proponents in obtaining leads through digital strategies. Especially social media. Don’t underestimate the power of Facebook and Instagram, when used in conjunction with a digital strategy, to gain the leads you desire. We have the ability to build a list of prospects that will give you marketing potential for years to come. Just check out some of our case studies here: https://www.chattertulsa.com/clientwork.

5 Best Web Design Trends to Follow in 2019


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Web visitors today are sharper and more judgmental than ever. And, they are only growing more so, as the people who have grown up with internet access take on a larger portion of the population. Don’t take our word for this. A recently conducted research shows that 97% of consumers research their purchases online before they purchase something.

Reliable, modern web design is vital for your brand’s reputation and its future. Keeping yourself up to date on the latest web design trends is essential for the success of your website. A lot of changes occur every twelve months in terms of algorithm updates, best practices, and popularity with visuals.

A Tulsa website design that looks modern and sleek today could look cheesy and outdated in just a few months’ time. That is the main reason why knowing the difference between a trend in the industry and a passing fad is so crucial when designing your website — you need to make sure that your web design will look great for a number of years and not reminiscent of a Geocities message board from 1996.

In this blog post, we discover the top 5 web design trends to follow in 2019, so let’s get straight to it:

Chatbots for Website Design

Latest improvements to AI have had a positive impact on the capability of website chatbots. Gone are the days of unsatisfying automated support. Chatbots become helpful, smart, and efficient.

With their 24/7 availability and lightning-fast service, chatbots can excel with many simple tasks. With just a line of code, website chatbots can be used to answer customer support, conduct user surveys, and even recommend products.

Chatbots can also be used to extract expedient data from website visitors; like their email address, specific product interests, and phone number. This information is excellent for marketing and simple to get in a chatbox window.

It's quite early days for the website chatbot industry, but they're already a useful tool for online brands. As they improve further, expect website chatbot integration to become a standard feature for web designs.

The End for Sidebars

The slow death of websites’ sidebars is here. Once a necessary website feature, sidebars are becoming useless for today's mobile-friendly websites. As screens have gotten smaller, the function of sidebars has declined.

Moreover, as web browser support for HTML features has upgraded, hiding sidebars behind sticky navigation bars and collapsible JavaScript menus have become an ideal choice.

Similarly, websites continue to embrace minimal features, benefiting more usability, removing unnecessary distractions, and SEO. This is particularly important when millennial attention periods are too short.

For the above-mentioned reasons, the majority of the best ready-made website templates & builders now have a choice to include or remove these sidebars. However, this is sure to become another best website design trend in 2019.

Graceful Degradation and Progressive Advancement

Most web designers know the significance of responsive design. However, with technology and devices transforming so fast, “mobile-friendly” is no longer adequate. In the first phase of the internet, just a number of browsers and operating-systems required support. Today, and into the future, websites may have to support hundreds. So rather than concentrating on web designs that are mobile-friendly, web designers should design websites that are "everything-friendly."

 This is the point where graceful degradation and progressive advancement become essential web standards. Graceful degradation and progressive advancement are about ensuring visitors on all devices - both old and new - can utilize your website content.

 A progressive advancement is a design approach whereby your site dynamically strips down website features to show only needed content on older devices. This means you simply have one website which works, at least to a basic level, on any type of device.
 Then again, we have graceful degradation approach. This approach helps in creating a simplified version for older, less advanced devices and a more advanced website for devices capable of using it. The best thing about this approach is that you can design specific versions for different devices. But it also means maintaining multiple copies of the same website.

The Development of Large and Quirky Type

Companies have always been liberal with their branding in offline formats like print and packaging, yet been regulated with how they are seen online. However, as web browser support catches up, these limitations are fading away, and businesses are free once again to be creative with their brand image.

 One recent trend is the use of non-standard fonts and unusual typography. Integrating custom fonts into your site design can help keep a brand image steady and add unique character to your website.

 This is most important if your brand is in the artistic fields, like design, music, or fashion. With almost unanimous web-browser support and an increasing number of web-font services, like Adobe Fonts and Google Fonts, there is no reason to avoid custom typefaces in 2019.

The Importance and Emergence of Illustrations

Infographics are engaging and entertaining approach in telling a story. As so, in the past few years, they've become a foundation of online marketing.

Though just as infographics have augmented in popularity, so too have general illustrations. In reality, illustrated content is starting to match photo content in the latest Tulsa website design trends. Thus why not illustration?

 As with the implementation of custom font, the reasons are double. Initially, illustrations provide an easy way to stand out from the crowd and maintain a steady brand image.

 Secondly, and more important, is web browser support. Most illustrations can now be directly embedded into various sites in SVG format. These files are very lightweight, enabling websites to load much faster.
Thus not only are custom illustrations great for branding, but they can also actually help improve SEO and site usability.


Looking back on these 5 web design trends, it’s clear that moving forward cross-device usability will be vital. Most of these trends are the outcome of years of advancement in web design technology - from the web browsers we use to view them to the software on the backend.

Make Google a Fan of your Website!
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One of the best ways to improve your website's SEO (Search Engine Optimization) is to make Google a fan of your website. There are several ways to rank highly with the world's #1 search engine. One idea is to increase your domain authority.

So what is domain authority anyway? In a nutshell, the domain authority describes its relevance for a specific subject area or industry. This relevance has a direct impact on its ranking by search engines, trying to assess domain authority through automated analytic algorithms. The higher the domain authority value, the more relevance Google gives to your website.

One trick-of-the-trade for increasing domain authority is to place a featured article about your business with major online publications like bloomberg.com, inc.com, entrepreneur.com, or moneyinc.com.

At Chatter Marketing, we have the ability to assist clients with placement of those featured articles. High domain authority websites with fresh content are indexed by Google more often. This is just one strategy we use to increase the DA authority of your website and increase the rankings of the relevant keywords associated with your site.

If you want to rank higher with Google, make them a fan! We can help.

Marketing Insight: Five Tips From a Veteran

By: Heather Berryhill, CEO, Chatter Marketing, Inc.

Heather Berryhill, CEO, Chatter Marketing, Inc.

After graduating from Texas Tech University in 1994, I had high hopes of becoming the world’s best public relations guru. While I did get pretty good at my job, I’m not sure I accomplished the title of “World’s Best,” but I could certainly hold my own. 

Over the years, my career evolved. I quickly learned that my clients needed more that just PR. I learned that marketing is really a multi-faceted, diverse beast that requires strategy—and experience. It’s certainly NOT a one-size-fits-all platform, for sure. 

Today, I’m loving life as the CEO of small, yet bustling, advertising agency in Tulsa, Oklahoma. I have watched the marketing industry change almost as much as my evolving career. In this blog, I hope to give you a little insight into what I’ve learned over the last 25 years. Maybe my experience can assist you in deciphering what you should be doing for your business, from a marketing standpoint.

Let’s roll…

#1 — Diversity is Key…if You Have the Budget.

If your business has a healthy marketing budget, diversity is integral, especially if you are among the B2C community. A perfectly executed mix of television, print, radio and digital typically gets in front of your target audience in one way or another. If you have the dollars, be seen. Be everywhere your audience will be. But keep in mind, you’re going to reach people you don’t need to reach. And, not all advertising mediums are created equal. If you have to lean stronger in one direction or another, go heavier on digital. It IS the 21st century after all. 

#2 — Traditional Methods are Still in Play…but Be Smart!

Gone are the days where you can simply place an ad on TV or in a local newspaper and the calls roll in. Your customers are more perceptive in today’s arena. More complex. They are using DVR’s and skipping through commercials. So, in my opinion, placing ads during news segments, or big events, become critical. And, while I’m still a little old-fashioned and like to read a hardcopy of the newspaper, many are turning to online news. It depends on your audience. 

So be savvy when placing on traditional mediums, if that’s your marketing strategy of choice. Do your research. Ask for reach and frequency numbers based on your target audience. Any sales rep should be able to assist you with an effective media planning and placement strategy. You’re searching for a buy that yields the best results possible based on your audience. And, do your research on those “value-added” additions they like to throw in. Typically, they don’t add much value to your plan. 

#3 — Digital Marketing is Where You Should Already Be.

If you are like most of us, you don’t have the marketing dollars to be diverse or to go the traditional route. So you must become strategic, and smart with your money. 

Over the last 25 years, I have watched digital marketing take on a life of its own. And honestly, it’s changed my business. When a small business client asks, “Where do I spend my small marketing budget?” my answer 99.9% of the time is, “Go Digital!” 

Digital marketing has the ability to put your business in front of more eyes. It has the ability to demonstrate your Return On Investment (ROI) like no other. When digital marketing is in play, my clients don’t ask, “What did I get from my advertising spend?” The numbers are in black-and-white. No denying the bang for their buck. 

For large and small companies alike, a perfect mix of Search Engine Optimization (SEO), social media, video, and lead generating digital campaigns pack a punch unlike anything I’ve ever seen. Go big or go home. Go Digital!

#4 — Video is KING in 2019

While we’re on the digital subject, let’s talk video. I can’t think of better way to capture the attention of your target audience. When used on a digital platform—i.e. your website, social media platforms, eBlasts, eNewsletters, etc—video says it best. A professionally-produced video can give your audience a firsthand peek of your products and/or services. It can also provide a third-party endorsement, byway of testimonials, that you just can’t get anywhere else. Search engines love video too. Use them to improve your overall strategy for getting seen, and seen first, on the web. We love using video in our strategy.

#5 — Work with a Knowledgable Marketing Partner

Nothing can waste your marketing dollars faster than trying to guess at a strategy. Many business leaders are under the false impression that it’s too expensive to work with an agency or professional. But, keep this in mind: marketing is all marketing professionals do. We plan. We research. We place. We create. It’s what we know because it’s our passion. And, we know the latest trends. So, either spend your marketing budget on a plan you’re not sure about, or use an expert that can guide you in the right direction. Chances are the latter will save you in the end. 

What I’ve learned about marketing over the last 25 years is this: there is no one-size-fits-all for every business. But in the end, marketing is marketing. As long as the strategy is good, you will get your message in front of your customers and the end will justify the means. When in doubt, reach out to an expert to guide you. We have knowledge on our side. It would be a shame to waste it!

Is it Time to Rebrand Your Business?

Many business owners believe that a company's "brand" is simply the company's name and logo. Well, that’s not exactly true. A brand is much more than that. Your business name and logo ARE the key ambassadors for your brand. It’s so important that both be strong. But there’s really more to your band than meets the eye.

Your company's brand is really the experiences your customers and prospects have with your company. A good brand communicates what your company does and how it does it. A good brand also establishes trust and credibility with your prospects and customers. And because a brand evolves over time, many companies, including some of the most successful ones, rebrand.

You may have noticed recent rebrands by large organizations like Taco Bell, McDonald’s, Pandora, and Mastercard. It's worthwhile to look closely at why companies rebrand and what your own company should know to successfully rebrand your business. When should a company even consider rebranding? Here are ways you can know when the time is right.

Differentiate from your competition. 

If your company name is too generic or similar to another business, you’re hurting your brand. A generic logo will similarly hurt your brand. A related problem occurs when you use stock art in your branding or marketing materials: You may be hurting your brand because everyone recognizes stock art when they see it; and those photos may turn up being used by your competitors.

This is where rebranding comes in: It can help your business stand out from your competitors' by showcasing the things that make your company different and better.

Even the best companies change their brand identity. It's not unusual for a company to outgrow its name and look for a fresh, unique business name that can help grow its business. Maybe it's time that your company do the same.

Companies should rebrand to give new life to outdated branding. 

It's possible that your Comic Sans font, flash-based website or 1990s color palette is dragging your brand down and making your business look outdated. The answer is “rebrand.” Smart companies rebrand because they know that good design can make or break a business, because they know they've outgrown their original mission. 

This is a common problem, We always advise clients to make sure their business name is not too narrow or literal.

Company have a poor reputation? Rebrand!

Many times, it’s necessary to break ties with a bad reputation and visibly demonstrate a commitment to a new, improved culture. If your business is struggling to overcome a negative reputation, a rebrand can help consumers see you in a fresh new light.

Is your business evolving? Rebrand!

Sometimes, a business gets the opportunity to expand or target a new market. When that happens, it's important to ensure that your new customers and prospects can connect with your brand. Expanding to a new demographic and significantly grew its business.

A Guide to Rebrand Successfully

Start by understanding your mission and values. 

Before you rebrand, it's crucial that you clearly understand your company's mission and values. Consider and assess what makes your company special. Why does your company exist, and what values does it have that are essential?

Develop a rebranding strategy that works with your existing branding. 

Many companies don't have the luxury of starting from a clean slate. If you're doing a partial rebrand, make sure to take the existing brand assets into account. 

At Chatter Marketing, we believe a consistent brand helps increase the overall value of your company by reinforcing your position in the marketplace, attracting better quality customers with higher retention rates, and raising the perceived value of your products or services. In contrast, erratic, inconsistent behavior quickly leads to confusion and mistrust.

Consider the market and your competition. 

Before you rebrand, do your due diligence. Research what your competition does. Determine how you stand apart from your competitors, and what your true value proposition is. It's vital that your new brand be fresh and relevant, but not so of-the-moment that it ends up looking dated too quickly.

Collaborate with your team. 

Your brand may be one of your most important company assets, but just as valuable are the people that help grow your business every day. Include voices from across your company: Some of the best ideas and most valuable feedback come from departments you might not expect.

Manage the rebrand carefully. 

A rebrand is often a complex and lengthy endeavor. Without a careful plan of attack, a well-managed process,  and experts to help you along the way, the rebrand can quickly go off the rails. Set deadlines and mitigate going down those pesky rabbit holes with a well thought-out project plan.

Launch your rebrand and tell the world. 

Even the most incredible rebrand is wasted if you never actually launch it. Make sure you plan your rebrand launch and be prepared to explain why you rebranded. Minimize the risk of customer confusion through a carefully planned launch that showcases the story behind the rebrand.

SEO vs. Google AdWords: Which is right for your business?

The goal of any website is to capture qualified leads, right? So, what’s the best way to let your prospective clients know you exist? Getting your website to rank on Google is one of the many challenges businesses face when marketing their products and services. Should you pay for Google AdWords, or put in some effort and play the long game with Organic SEO (Search Engine Optimization)? It’s a tough question and one that needs careful consideration. Most businesses don’t know whether to engage in an organic SEO strategy or a paid search strategy, or use both. We’re here to help you navigate the storm.

Organic Search Engine Optimization

The biggest advantage to having a strong organic SEO ranking is that it tends to be more trusted than advertised rankings. Google has been around long enough for users to be wise to when they are being advertised to. And, statistics reveal that a high organic ranking attracts 50% more click throughs than the top AdWord listing.

With this in mind, businesses that recognize higher organic rankings means increased trust which in turn equals increased revenue. However, it’s not as simple as ‘if you build it they will come’. In fact it’s far more complex. Which is where SEO comes into play.

At Chatter Marketing, we ensure our websites are Google friendly—increasing performance and trust—and in turn are more trusted in the eyes of the almighty search engines. We make sure your copy is relevant, your headings are appropriately tagged, your sites images are optimized and tagged, and that your site is mobile friendly. 

We’ve seen some incredible results for our SEO clients, but it’s not an exact science and it is a moving target. Google regularly updates their search algorithm which impacts how they rank sites. Organic SEO takes effort, focus and a lot of patience but, once your site is established, it undoubtedly yields incredible long-term results that help businesses grow based on merit and trust rather than depth of pockets.

Google AdWords

There are many forms of paid online advertising, but for this blog, we’ll focus on Google AdWords. They are after all the biggest and better known player. AdWords is a great way to elevate your listing to the top of the pile. However, it does come at a price and, if it’s not managed correctly.

Google AdWords charges on a Pay Per Click (PPC) basis. That is, when someone clicks on your ad, you’re charged. Popular search terms are more expensive to purchase than those that are less popular. The rate you are charged per click is dependent on your market and where you’d like to rank. For example, a company paying $0.20/click will likely not rank above a company paying $0.30/click. It’s just the system.

When starting a paid marketing campaign it’s important to understand what your customers are searching for when looking for your service. The biggest advantage of PPC is that you can control which terms your website will be listed for. This is especially helpful when you’re trying to determine which keyword term yields the best results. Using Google AdWord management tools, you can easily see which keywords are converting into site visitors.


There really is no right or wrong answer here. It’s all depends on your business, competition and budget. For many businesses, a mixture of organic and paid results often works best. The organic ranking gives your business some authority, trust and longer term results, while paid ads provide an immediate high ranking placement and increased visibility.

Whether you’re going to manage your own digital marketing or engage an agency such as Chatter Marketing, we recommend doing your research. What are your competitors doing? How are they ranking? How are they winning work? What keyword terms do they use? And when all else fails, turn to Chatter Marketing to help you stand out in a sea of competition.

'Develop strategies that work, without breaking the bank'.
Heather Berryhill, President and CEO of Chatter Marketing, Inc.

Heather Berryhill, President and CEO of Chatter Marketing, Inc.

Heather Berryhill of Chatter Marketing: 'Develop strategies that work, without breaking the bank'.

All About Blogs

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Welcome to our blog... about blogs. Yes, that’s right, we’re talking about the importance of blogs. Why? Because blogs not only help you provide useful and relevant information to your target audience but they also boost your SEO. Did you know that?

According to HubSpot, the reason why blogs help with your SEO is because they position your site as a relevant answer to your customers questions. 

One very important thing to focus on while writing your blog is keywords. For example, if you are marketing to college students who use Apple products, placing keywords like Apple Inc., iPhone, iPad, MacBook, Steve Jobs, laptop, and current technology would all be great keywords for your blog. 

When your target audience searches for something relating to Apple products, your goal is to pop up on that search engine ahead of other companies or firms that may be targeting the same audience or offering a similar product or service. 

Another highly important thing to remember is that search engines pull up sites that are RELEVANT. This means that you want to be updating your blog posts at least every month with a topic that is relevant to the times and to your audience. Focusing on current events that could relate to your audience is a prime way to maintain relevance while also using up-to-date content that will intrigue your readers. 

Again, when targeting an audience that includes college students who use Apple products, a great blog would possibly include something about the suspected release date of the upcoming iPhone X Plus. This information would be relevant to your audience and would also be current which would then boost your SEO.

While maintaining a monthly blog and using specific keywords to boost SEO are very important, the final key to great blog posts is to relate and intrigue your audience. Providing useful information that is beneficial to the reader is what will keep them coming back, reading more, and possibly even subscribing to your website. 

Through keywords, a targeted audience, and relevant information, your blog can transform into a tool that will increase quality backlinks to your site and build that customer relationship you are looking for. 

Reach vs. Impressions — What’s the Difference?

Reach & Impressions

But, what do those terms really mean to you as a business owner? What do they mean for the campaigns you are running on your social media platforms?

When working with social media marketing, there are a lot of different insights and analytics that can get confusing to the average Joe. Those insights to us...are priceless! And they should be to you too IF you understand what they are. They're there to provide the numbers you need to understand the success of your marketing efforts.

Reach and Impressions are often two terms that get mixed up or confused and it's important to know the difference between the two. Why? Because understanding the difference can help you determine your course of action when it comes to running a successful campaign.

So, to lay it out plain and simple, your REACH is the number of people that have viewed your content while IMPRESSIONS is the number of times your content was displayed, whether it was clicked on or not. 

Because of the metrics on social media, your impressions, especially when your content has a budget behind it, usually have higher results in comparison to your reach. This is because, again, impressions are a result of how many times your content is shown on social, whereas your reach is how many times someone sees that content.

Clear as Mud?

Think about it this way. Say your friend goes to a concert and posts a few photos of the event on their social media page. Their content will be seen by other followers and will also still show up on THEIR Facebook even if YOU don’t see it. See the difference? The content is still on the social media site so it is generating impressions but you have to see that content in order for you to be included in the post’s reach.

Social media is always changing and who knows, things might change tomorrow but that’s what makes our job at Chatter interesting. One of the most exciting things about social media marketing is watching how little tweaks to your campaigns can increase your reach and impressions! There’s so much more to understand about social media insights and analytics but if you do have further questions, we’d be happy to help! Always keep up with your branding and campaigns on social media to get people talking about you and your company.

Why? Because Chatter Matters!

3 Reasons Why You Should Be Using Video
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As the great American Author, Seth Godin, put it, “People do not buy goods and services, they buy relationships, stories, and magic.” When trying to tell the story of your brand or business, you want to be as creative and humanistic as possible. You may be asking, “How do I do that?”

The answer: video storytelling.

As human beings, we are more prone to interact with visual information rather than reading overwhelming text on a page. With phones and tablets being extremely accessible, we have seen a change in the digital landscape. This includes an exponential decrease in the personal and desktop computer — which is why video marketing has skyrocketed.  

Why Video?


There are virtually no boundaries on where, how, and when people can interact with video content. They have the freedom to create fun, innovative and visually appealing content.


Customers can get the critical information they need in short time frame. Large corporate companies, startups, and new businesses are creating compelling video content that captures the story and uniqueness of their brand or product in just a matter of seconds.


It is estimated that 92% of people who consume mobile videos share them with other people, so much larger audiences see it. In fact, Video is projected to claim more than 80% of all web traffic by 2019.

Video marketing is quickly emerging, and the stats prove that it is becoming one of the best marketing mediums out there. Are you ready to boost your brand with video? With the combination of our creative ideas and tech-savvy execution, we can make your next big product a giant success with video storytelling. Call Chatter Marketing today. We’re the answer to boosting your video presence!


Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

Heather BerryhillComment
Wonder Women
Wonder Women - Chatter Marketing

Chatter Marketing Founder & President, Heather Berryhill, was featured in the September/October issue of The Chamber Report featuring Women Business Leaders in the Tulsa area. Being amongst our communities very own "Wonder Women" speaks volumes about the leadership we have here at Chatter Marketing! Thank you Tulsa Regional Chamber for this awesome feature of our Women Business Leaders!

4 Reasons Your Company Should Use a Creative Agency
Creative Agency - Chatter Marketing

Creating an effective advertising or social media campaign requires a great deal of thought, time and effort. Creative agencies can give your brand that visual facelift it deserves. We develop concepts and strategies allow your creative voice to be heard. One that stands out against your competitors. Yes, you could handle your own marketing, but wouldn't you rather leave it to the professionals? Creative agencies know marketing strategy. We give you that something polished. Something bold and representative of who you are as a company. Still not convinced? Here are our top four reasons why you should be using a creative agency to help build your brand's success. 

We specialize in the industry.

Creative agencies know the ins and outs of the creative world. They know consistency is key to creating your image. We offer you a professional partnership that offers the creative focus your organization might be lacking. We deliver a fresh perspective and specialize in igniting your overall brand image to create a splash in the marketplace! 

Bad design is worse than no design. 

Advertising is everywhere you turn. And people recognize good design. And they most definitely recognize bad design as well. Your brand is your first impression. Make it impactful. Creative agencies are professionals for a reason; they have graphic designers on staff that specialize in making your organization look amazing. 

Creative Agencies Know Advertising.

Advertising is vital for your business. We specialize in a long-term strategy to save you time. Why? Because we understand that time is money. Creative agencies direct your company through the marketing, design and branding process. You want a team full of enthusiastic creatives representing you and your business. 

Public Relations Experts. 

We know the outlets that best suit your industry. Our number one goal is to represent you well to the public. We have the connections and relationships to get you seen and heard. 

It boils down to this. If you want to see your company unlocking its full potential, you need a creative agency to help you get there. You can trust that we will work on your behalf to stimulate demand for your services. We will provide you with an experienced team to aid in your long-term goals, and create new opportunities for growth.

At Chatter Marketing, we believe that the difference between ordinary and extraordinary is that little something extra! Allow us to help you get people chatting about your brand. Because Chatter matters!

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

Heather BerryhillComment
To Blog or Not to Blog? That is the Question!

When you hear the word, “blog,” it may conjure up images of activism, fashion or even food, but the fact is, blogs are everywhere and pretty much cover a spectrum of topics. While very few people even knew what a blog was 15 years ago, the growing number of blogs suggest that the idea is not simply a passing fad. Have you been thinking about incorporating a blog into your business? Maybe it’s time to give a serious look at why a blog might just be best thing you can do for your company. 

Making Your Mark

Your blog should be engaging, something people will want to share, something that will leave an impression with your audience. Let the public know who you are and what your company stands for. What makes you different from the rest? Are you environmentally friendly? Do you support a cause that is near and dear to the heart of your organization? Use your blog to promote those values and make your mark on the world! 

Attract New Customers

If your website isn’t getting much attention, a blog can be just what’s needed to ignite new leads. Sharing valuable tips with your audience helps to form trust, giving them incentive to consider your business over others in your field. 

Improved SEO

A series of informative blogs will expand your search traffic and increase your Google SEO ranking. If your website is only updating once a year, then you’re losing valuable opportunity and decreasing your search engine ranking. Google favors updated content over old, so a regular blog post can be exactly what you need to get noticed. 

Knock them Dead

This is your place to shine! Business marketing can be bland and boring or it can be exciting and fresh. Your blog is the heart of your marketing focus. A well-packaged campaign will create the image you want to portray to your customers, and a blog is the bow on top. Tell your story. Who are your employees? What makes your brand special? Talk about issues that matter to your audience. Get them to see you as more than just a brand, let them see the personality behind that brand. 

Be a Trendsetter

Don’t wait for what’s trending to tell your audience what matters. Do your research and give them the inside scoop on exciting industry buzz. What’s happening with real estate? What’s the latest in outdoor gear? No matter your industry, always be a leader and provide cutting edge information. 

Who has Time for Blogging?

You’re running a business. We get it. Time is a precious commodity. Between your business, family obligations and everything else that needs to be completed in a day, it’s not easy to find the time to sit, much less write a blog. That’s where a great content writer is invaluable. Chatter Marketing is a full-service marketing firm. Our marketing team goes above and beyond to know your brand, with a creative and proven approach that delivers results! 

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

5 Reasons Your Business Needs Video Marketing

Even though the use of video marketing is rising in popularity, many business owners still don’t see the benefit, often viewing it as expensive and not providing any real return on investment. YouTube is the second largest search engine on the planet. That statistic alone speaks volumes to the unique draw that videos offer in comparison to the written word, but there are numerous reasons why any savvy marketer turns to video to jumpstart any brand. 

Improved SEO

According to Comscore, an American global media measuring and analytics company, video is 53 times more likely to generate a first-page Google ranking than any other web content. Video makes up 64% of all internet traffic and is expected to increase to 80% by 2019, according to Cisco’s 2014 Visual Networking Index. 

Expanded Reach

The Facebook algorithm is often confusing and ever changing. Companies must continuously find ways to reach new customers. A quick and easy way to increase your reach on Facebook is to post video to your page. Facebook prioritizes native video in its newsfeed. In fact, a recent study from Socialbakers found that native Facebook videos get more organic (unpaid) reach on average than any other type of post on the platform, resulting in an average increase in reach of 135 percent. 

Increased Conversion

A recent consumer survey, by Animoto, reported that 73% of those surveyed confirm they are more likely to buy a product or sign up for a service if they watch a branded video that explains the product. Out of those surveyed, 96 % found videos helpful for making online purchase decisions. The report also found that 71% of consumers surveyed confirmed watching a corporate video left them with a positive impression of the company. On the surface, it can be easy to dismiss video as unnecessary fluff, but it’s hard to argue with the statistics when it comes to consumers. 

Conveys Your Message

Ultimately, when you’re looking to expand your customer base, it’s all about reaching the people you are most likely to attract. And, how do you do that? Tell them about your brand. Is your organization focused on bettering the community? Tell your potential clients. Did you create an exciting new product? Tell your customer base. While words are effective, video can be extremely compelling. Video is processed by the brain 60,000 times fast than text. 65% of people are visual learners, so naturally video can do what the written word often cannot. 

Grabs Attention

We are bombarded by content and images on a near constant basis. The challenge is to stand out among the competition. We’ve all probably watched a video recently that captured our attention. What was it about the video we noticed? Colorful graphics? Beautiful images? Music? A powerful message? Most likely, it was all the above. When done right, video has the power to make us think, and most importantly, the power to impact us. 

Call the Experts

Now that you understand some of the reasons behind the success of video in marketing, you might be left wondering where to begin. While a great video can be successful, not all videos are created equal. Sometimes, you need a little help in creating the right message, in video or otherwise. At Chatter Marketing, we identify your most unique selling points and give audiences something to talk about! Give us a call!

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

Marketing To Millennials Now and into the future

Millennials are likely the most talked about, written about generation in history. They’ve especially caught the attention of those looking to cash in on the buying power of this generation.

This demographic of the population, between 18-34 years of age, make up the biggest part of the workforce. Those approximately 80 million millennials spend upwards of $200 billion per year. With those statistics, it’s easy to see why businesses are vying for the attention of this unique demographic. Millennials are the most diverse population in history, making it tough to determine just how to market to them. Despite their many differences, there are a few key ways to attract our most coveted sales demographic.


Be yourself! Yes, your mother was right on this one. Know who you are as a company, and get that message out to the people you most want to reach. A key ingredient to keeping your content from being ignored it to be authentic. This generation is not easily swayed when it comes to spending their hard-earned dollars. It’s not enough to advertise a sleek sports car zipping along a coastal highway or a leggy model carrying the latest designer handbag. Those images are powerful, but are they real? Be true to your brand. Ask yourself what you stand for as a company, and do your best to convey that message through content and advertising. If your company believes in giving back, let your customers know about the work you’re doing in a local shelter or school. If you want to be known as the brand that cares about your consumers, then give them a product they can trust.


Most buyers do not like an overly pushy sales tactic, but millennials are especially turned off by this approach. This consumer base is looking for a personal approach to buying. They want to connect with the brands, and once they do, they tend to be loyal to those brands. Advertising deemed too consumeristic or company-focused will fall flat with millennials. A whopping 84% of millennial buyers reported that they often do no trust advertising. We’ve all been exposed to the sales pitches of “buy now” or “don’t wait, inventory won’t last” or our all-time favorite, “this rate is only available for a limited time.” While these tactics can serve a useful purpose, you don’t want them to become a part of your regular interaction with customers. Millennials often seek experiences over luxury items. Give your audience something tangible. It can be something as simple as a picture or inspirational quote, or a campaign aimed at invoking emotion and action.


No, we’re not talking about finding that perfect someone to spend the rest of your life with, but it is important to build a relationship with your customers. If you focus more on getting to know what your customers want, then you are providing them with products they are more likely to purchase. Step into your customers’ shoes, so to speak. See what options they have available and anticipate what they need. Build a sense of community by giving them useful and shareable resources. Millennials are extremely diverse in their daily interactions. They have work friends, school friends, family and a host of other interactions through social media. If there is value in your content, it increases the likelihood of it being shared within those circles. Millennials value education and information and do their research when it comes to buying. Even something as simple as a how-to video or a blog gives you the ability to reach out to your customers with content that is useful and share-worthy. When all else fails, ask! Get feedback from your consumer base on what products and services they want.

The millennial generation can’t be summed up in a simple blog, tweet or post. They are as complex as they are unique in their approach to how they interact with brands. Their awareness of the world around them, due to a constant stream of information, often means they are not as easily swayed by marketing tactics used on previous generations. And that’s what we want from our audience. If a consumer knows what they want, then partnering with your costumers to learn their likes and dislikes is exactly the recipe for a successful business, now and well into the future.

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

Chatter Marketing Chosen Tulsa's 20 Best Advertising Agencies

Expertise.com Looked at 256 Advertising Agencies in Tulsa and Picked the Top 20

We are very pleased and honored to be chosen as one of Tulsa's 20 Best Advertising Agencies by Expertise. This organization analyzed and scored advertising agencies on more than 25 variables across six categories to provide a hand-picked list of the best advertising agencies in Tulsa, OK. Out of 256 agencies, we are please to report that Chatter Marketing ranked in the Top 20. Thank you Expertise!

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

Combatting Negative Reviews on Social Media

How to Turn Negative Reviews on Social Media into a Positive Selling Feature for your Small Business

If there is one hot topic with our clients it’s, “What do we do about negative reviews on our social media?” At Chatter Marketing, we look at negative social media reviews as an opportunity. Allow us to explain…

It’s true. No one likes to find a negative review about their business on Facebook or customer review websites, but unless you're perfect, it will probably happen. So, when it occurs, how do you deal with it?

We live in a world where everybody has a voice. An opinion. And often times, those opinions can wreck havoc on our businesses. Your customers have the ability to talk, take pictures, interact with others, and create positive or negative buzz about their experiences with your business. And worst of all, it isn’t all necessarily true.

Take a look at Google, Yelp, TripAdvisor, OpenTable, or any social media site and within seconds, you can read opinion after opinion about your business. Many are likely positive. So…how do you respond properly and turn a negative review into a positive selling opportunity?

  1. Don’t take it PersonallyYes, yes. We know. How can you NOT take it personally, right? After all, your business is YOURS and that makes this very personal. But, in actuality, it’s not personal. The reviewer is responding to their experiences with your business just as they would with any other business. So, put on your business big girl/boy pants, and remember that it’s not a reflection of you as a person.

  2. Always respond—If there is one rule we have about negative complaints, it’s that you should ALWAYS respond. You have to find time to make it right where angry customers are concerned. If you’re running your business well, it’s likely that only a few negative reviews are coming in, but it’s important to address each one. If you don’t have time to respond, hire a company that specializes in social media that will respond on your behalf.

  3. Respond Appropriately—It’s understandable that you might want to challenge the reviewer, but that’s a sure-fire way to compound the damage. Nobody likes a hothead, so DON’T DO IT! And yes…we need to follow the rule that the customer is always right. Even if you don’t believe it in a certain case, your response should indicate it. 

  4. Restate the Complaint—Most of the time, the negative reviewer is annoyed. And, when people are upset, they want to know that they were heard. Make sure that you restate the complaint. For example, if the person is mad that their food took too long to get to their table, start your response with, “I’m truly sorry that it took an hour for you to receive your dinner.”

  5. Nobody Likes to Hear Excuses—You’re first reaction is typically to give a reason why. Why it happened isn’t their problem so don’t risk an excuse sounding like an attempt to pass blame to others. Instead, say something like, “this was uncharacteristic of us and we would like to make it right.”

  6. Highlight your Strengths—The complaint is negative. Turn it in to a positive. “We’re truly sorry that our sales associate was unfriendly. We’ve been in business for more than 15-years serving thousands of customers per week but each customer is important to us. We would like to offer you…”

  7. Resolve it—Sometimes, your response to angry customers will say more about your business, and you as an owner, than the positive reviews you receive. Regardless of who is right or wrong, do your best to resolve the issue. We understand that this is nearly impossible because there are those you simply can’t make happy. But, it’s worth a shot and people looking at reviews will see you went over and above to make it right. If it was a dining experience, refund their check. If it was a product, offer to take it back with no questions asked. Whatever price you have to pay, it’s a way to show your potential NEW customers that you value your business and your customers. Think of it as advertising at a discount.

  8. Make it more Personal—It’s understandable that you don’t want your whole conversation with the disgruntled customer to be online. In that case, don’t put that in the public response. Tell them to call or email you to discuss further. You’d be happy to take care of them. And, potential customers reading the review will be impressed by the fact that you wanted to handle on a personal level.

Now that we’ve given you a few tips for how to handle a negative review, there is one area that we want to address separately. The DISGRUNTLED EMPLOYEE. (Insert horror film music!) Yep. We ALL have them. And, it’s no doubt that those unhappy, past employees will be one of the biggest thorns in your side on social media. 

At Chatter Marketing, we deal with this sort of negative review for clients the most! So, what do you do when an employee has been fired or laid off—and they are upset? YOU RESPOND, of course. 

Most of the time, these employees will go online and bash your business and give personal information about the inner workings of your organization. And it’s never pretty. But, don’t fret! Our advice to you is to respond in a positive way…

“We’re sorry Sally for your negative work experience with our organization. We assure you that hiring the best-of-the-best is of utmost concern for our organization. We wish you well in all your future endeavors.” 

If the disgruntled employee continues the conversation with an argument. Don’t respond. Other customers reading reviews can sense anger (and sometimes crazy). It’s not your job to defend yourself. Just let it go after the first response. Your silence speaks volumes to the reader.

We would like to conclude by saying, don’t sweat the bad reviews. No one expects a business to be all roses and rainbows. If you receive a few bad review, simply make it right and show everybody that you care about your business and your customers. And, watch your reviews for consistency. If multiple people are commenting negatively about your business, you may need to take a closer look and address the concerns. Negative reviews may have a sting to them, but they can also provide valuable feedback you can use to build a better business.

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

The Problem with Facebook

Why are your Facebook postings NOT reaching your targeted audience?


At Chatter Marketing, we're constantly trying to educate our clients on the reach of social media efforts. We often explain that they need to be diversified throughout all platforms. Our challenge as an agency is to do everything in our power to make sure our target audiences are seeing what we're posting. 

While we love Facebook, we also feel frustrated that we have to consistently throw money at them to ensure that our audience is seeing what were posting. The client doesn't always understand the challenge we're faced with with trying to reach the masses.

We look at it this way...if a potential new customer wants to find out about your organization, they're going to go to your website first. And then proceed to your Facebook page. But, if you want to reach them when they are not thinking about you...you MUST consider a Facebook ad budget. 

This video is from 2014, but we thought the creator did a fantastic job of explaining how the Facebook system works. At Chatter...we are most definitely getting more into video content pushing through YouTube to give our clients a broader reach. We still believe in ad budgets across all platforms, but like the reach that YouTube provides, even without a budget.

Our advice? Set aside a small budget monthly to advertise on your social media platforms and watch your reach explode!

Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.