Monthly Archives: April 2010

Social Media & Technology – Customer Service Expectations Change

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Today as I was going through my bank account online, I noticed an electronic debit charge from Norton Internet Security and Anti-virus.  Since switching to a MAC computer quite some time ago, I had forgotten all about using Symantec Norton on my old PC computer.  Within a couple seconds, I was at their site looking for a way to get this resolved and I found an option to “Chat!” Oh Boy….here we go.

Normally, my expectations for this sort of support are minimal.  Seems like there’s never an easy to find phone number to call to get a real person and support.  I become negative (with an attitude) because I know how these things usually go down.  You sit there and wait for an hour, get someone who doesn’t really understand the problem, get drilled to purchase their products, or get every excuse under the sun why they can’t refund the auto-charge.

Today’s support from Symantec and Norton was different. Here’s how it went….

Brad has entered chat room.
Arindam has entered chat room.

Arindam> You are being transferred to Arindam.
Arindam> Welcome to Norton Support, my name is Arindam, can I please have a minute to go through the information you have provided?
Brad> i was charged for an upgrade, didn’t want an upgrade, I don’t even have that computer anymore.
Brad> can I speak to a supervisor please? Thanks. 🙂
Arindam> So just to check that I’m looking into the correct thing, the problem that you’ve got is that you have been charged for the upgrade and want the refund for that. Is this right?
Brad> yes
Brad> it was an automatic electronic debit from my account.
Arindam> Thanks, your case number is 499251969 , please write this down.
Brad> got it, now what?
Arindam> Please let me know the description of charge that reflected on your bank statement.
Brad> 04/26/10 CHKCARDNORTON *ANNUAL 877-29465 CAUS $54.99
Arindam> Please let me know the last 4 digit of your credit card.
Brad> 40?7
Arindam> Thank you.
Arindam> Can I put you on hold for 2 or 3 minutes while I look into this for you?
Brad> Sure, No problem, thank you. 🙂
Arindam> Thanks for staying online
Brad> sure
Arindam> Please note that you have been charged for the Auto renewal of Norton Internet Security that is registered with your other email address.
Arindam> Please confirm me if you want the refund for that.
Brad> Yes, that’s my other email address and I do want the charge reversed, I don’t have that computer anymore. I also never received an auto renewal notice reminder or I would have canceled then.
Arindam> I’m sorry if there’s been a misunderstanding. Auto-renewal is supposed to be a convenient feature, but I’m sure it must be frustrating if you weren’t expecting to be charged
Arindam> I’ll be happy to refund the charge, and I’ll also make sure your account is updated so that you aren’t charged for auto renewal again in the future.
Brad> How long does that process take?
Arindam> I place the refund for the Order number, and the refund will be processed within 2 to 3 working days and it will show up in your next billing cycle (within 10 working days depending on your bank).
Brad> Thanks sounds like a plan, thanks for your help.
Arindam> You are welcome Brad.
Arindam> Is there anything else that I can help you with?
Brad> That was great, the Best Customer Service Online I’ve ever received!! Thank you!!  🙂
Arindam> Before we go can I check with you that the problem you contacted us about has been fixed and that its ok for me to close this case?
Brad> Case Closed, Thanks again Arindam.
Arindam> Good bye Brad.

This entire process only took all of about 7 minutes… WOW!  Not what I was expecting at all.

Is Great Customer Service back on the rise with all the Social Media tools and Blogging “voices” out there to hold companies accountable?  The Customer Service by Norton, Symantec, and especially Arindam made me a believer that having bad experiences with previous or similar situations doesn’t mean you’ll always have a bad experience in the future.  Their Customer Service was stellar!

Moments later….I received an email confirmation! 

Little did these guys know that I’d be writing this blog post regardless of the experience, and be sharing it with all my friends and readers here on AR.  The point of this post is that no matter who, when, where, or why you are providing customer service to a client, potential client, or even a past client, BE THE BEST YOU CAN BE.  You just never know who they are, their reach, or who’s ears they might bend.

My customer service expectations after this online experience have definitely gone up a notch! 🙂

How To Embed Your Youtube Video into Google Maps

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How To Embed Your Youtube Video into Google Maps

We had over 700 people register for the Youtube Video and Blogging Classes we held over at ActiveRain University this last month. In these sessions, we covered how to create and use video more effectively for your Blogs and websites. We shared some cool tips and important tools regarding the use of video and how to get the most out of Youtube’s new look and their added features.

The one thing we didn’t have time to teach was “How To Embed Your Youtube Video into Google Maps”, then How to embed the “Interactive Map” with your video into a Blog post or website.

SO HERE’S THE DETAILED INSTRUCTIONS FOR THE MANY OF YOU WHO ASKED:

You’ll need a Youtube account, if you don’t have one, set one up, it’s FREE.  You’ll also need a Google Account to sign in and save your maps. If you don’t have one, set one up, it’s FREE too.

Step 1: Upload your video to Youtube.com

Step 2: Select the video you want to embed into Google Maps

Step 3: Copy the embed HTML code from the Youtube Video
(it should look something like this)

Step 4: Go to maps.google.com and click the “My Maps” Link

Step 5: Click on the “Create New Map” link

Step 6: Search the map to find the exact location where you want your video to appear
            (zoom in close to find exact location)
Step 7: In the “Edit” mode, click on the placemark icon and place it on the map

Step 8: Click on the “edit HTML” link and add youtube embed code into description box.

Step 9: Give your marker and description box a “Title” and click “ok” and then “Done“

Step 10: Your video will now appear on Google Maps and can also be viewed on Google Earth

Now, to embed the saved Video and saved Map into your Blog or website, click on the “Link” located in the upper right corner and copy the embed code from Google Maps.  Next, place the embed code in your Blog post (using the HTML tab) or on your website and save.  This will put the interactive map including the video into your post or on your web-page.  Visitors can now watch the video from within your interactive map, and never even leave your post or site.

The best part is that even if you don’t embed the iframe map into your Blog or website, the video is still attached to Google Maps and can be viewed by anyone who clicks on the video from within the Google Maps page.  Here’s what the completed project will look like in a Blog Post.  Try doing this with your community videos, your virtual tours, your travel videos, any video you’ve created that you want to show up on Google Maps.

Be sure to turn down your volume if you hit play, this video is pretty loud.

FlickRiver for Flickr Photos – Tips and Widgets for Blogs and Websites

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I just found a really cool site that takes all your Flickr photos and places them on their own URL as a single display.  The search results in FlickRiver (as in most photos) are based on the title, description, tag words, and geo-tagging.  I did a search just for fun and found some photos out there with me in them, many of which I had never seen before.  WOW!!  Don’t worry, there’s nothing you shouldn’t see…I hope!   lol~

The FlickRiver Search tool is pretty advanced but easy to use, give it a try.  Type anything you want in the search box and you’ll find a ton of great shots, literally millions, maybe even some of your own.  Make sure you search your name too, you never know who has posted a surprise photo tagged with your name.  Be sure to always tag and add a description to your uploaded and on-line photos.  That way you can find them, and others will too based on certain “keyword” searches and phrases. 

Is there Google Juice in a photo? Yes. Come on folks, a good portion of people like photos even better than text.

Here’s what the link on mine looks like: http://flickriver.com/search/bradandersohn Now Try yours.
FlickRiver also lets your viewers sort thru photos:  most relevant | recent | interesting

The Search feature – Do you want to see some awesome photos and photography?
I looked up a few things like Real Estate | Lightning | Fireworks and Wow, some great shots here.

These were some of my favorites: Chocolate | Funny | Sunsets and “Wants to Buy or Sell Real Estate”
(I had to try that one just for fun)

Here’s a cool feature: Look closely when you hover your mouse over any photo, a set of options will appear in the lower right corner of each picture or image. You can do some pretty cool stuff like enlarge the photo, get detailed info including number of views, leave a comment, or add to favorites. 

You can also create different types of widgets and badges with multiple options.

Brad Andersohn - View my most interesting photos on Flickriver

Brad Andersohn - View my recent photos on Flickriver

Brad Andersohn - View my 'Macro Photos' set on Flickriver

Lastly, I did mention Geo-tagging.  This can be done with Geotagger and Google Earth.  Geotagging is a little bit more advanced, and something I’ll most likely save for an ARU class in the future.  Hope you’ll find value and have fun with FlickRiver. I really enjoy looking at and working with photography, and I know many of you do too.

How To Use Interactive Google Maps Using Google Base Data

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AR University Presents – How To Use Interactive Google Maps & Embed Them Using Google Base

This “advanced” sample above was created using Google’s API feature with Flash, Maps and Videos,
Load then Click on any of the seven circles in the playback bar to jump to that location and video.

This Wednesday, April 14th at 4:00pm PDT (7:00pm EST) ActiveRain University invites you to come by and learn “How and Why” you need to know more about Google Base, and the importance of using interactive and embedded maps into your Blog posts. This is not just for Real Estate Agents with property listings, there are multiple ways you can be using these tools to bring greater value, traffic, and SEO to your Blogs and content.

Homes For Sale in US and Canada

REGISTER HERE
HOW TO USE GOOGLE MAPS

Create Your Own Custom Home Search

We will be sharing and showing you how to:
* Create and Customize Your Maps
* Selecting Specific Neighborhoods
* Embed and Resize Your Custom Maps
* Add Custom Icons and Create Legends
* Create Outlined Communities and Areas
* Use the Markers and Mapping Tools
* Save all Your Maps for Easy Future Access
* Add Your Listings to Google Base and Maps
* Promote Your Business on Google Maps

Check out our new ARU Chat Room too, you’ll find more than just chatter there, you’ll find valuable conversations, links, and answers to many of the questions that come up during our variety of classes and trainings.

 

Maps were initially created and invented to keep people from getting lost and to help them find their way to desired locations and destinations. I hope you’ll visit ActiveRain University regularly with that same concept in mind. We hope you’ll take this one hour to join us so you won’t get lost or left behind when it comes to using “Google Maps and Tools” efficiently and effectively. 🙂

DON’T FORGET TO

Here’s a sample search widget by Realbird using Google Base Technology, try it out!

Real Estate WEB Marketing – Can We Really Make A Difference?

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Real Estate WEB Marketing – Make A Bid on Ebay, and “Make A Difference in The World!”

Today, some great industry service and marketing solution providers have joined forces and created a “Real Estate WEB Marketing Package” that you will now find available on EBAY.  We’ve bundled together a custom package designed for one lucky bidder/winner, and we’re doing it all for one great cause.  If you happen to be the lucky winner/bidder of this unique, one time, first ever compilation of services, you may also be the largest single contributor to an organization that many of us support and truly believe in. 

Mothers Fighting For Others

Jeff Turner and his wife Rocky have made so many great contributions to our Industry, the ActiveRain Community, and humanity in general.  For those of you who know the Turner family, you know exactly what I’m talking about.  Here’s a chance to give back to a cause and charity that I feel is worthy of every penny it earns.  I have personally seen and witnessed what Rocky and Jeff go through to support their passion, and more importantly, I’ve seen the lives that have been changed by their efforts. 

Check out Mothers Fighting For Others yourself, you’ll see what I mean.

“Mothers Fighting For Others is dedicated to providing orphaned girls with opportunities their parents would have provided, if they only could; a loving and nurturing environment and a quality education, so they can learn, thrive and achieve their highest potential.”  MFFO – 2010

 

So here’s the Deal.  ActiveRain, Dakno Marketing, Altos Research, Real Estate Shows, Diverse Solutions, WellcomeMat, Mike Mueller, Nicole Nicolay, Drew Meyers, and Jay Thompson have all pitched in to create a fabulous Real Estate Web Marketing package valued at over $11,300 dollars.  The package is available for bidding on EBAY today, and last I checked, was going for about $1500.00 bucks.  There are only 4 days left for this auction, and every penny that comes from it goes straight to the Mothers Fighting For Others charity.

Here’s what you can do to help and even win. Go Make A Bid on Ebay.  Let’s raise the bar and price in large increment$.  You can also just make a donation if you choose.  One idea would be to contact the members of your team and agree to share the costs of the package to lower the individual cost to each person.  This would also be a great tax write-off as a business expense, or charitable contribution. 

Just knowing that you’ve helped change a life or lives, and that your Business will benefit from doing this, well, you just can’t put a price on that.  Even if you can’t place a bid at this time, or make a donation, please stop by the MFFO site and show your support in some small way, even if it’s just to contribute some positive thoughts, and a few tears and tissues to the can under your desk.  I Know I did!  Then help show your Industry support by thanking these companies and individuals above who made this all happen. 

“Together, we really can achieve more and truly make a difference in the world!”


How To Add .PDF Files To Your Blog Post and Website

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How To Add a .PDF File To Your Blog Post or Website

Once you’ve learned to add photos, embed video and audio files, create hyper-links and anchor text etc, inevitably you’ll want to know how you can add a .pdf file to your Blog post.  An Adobe Acrobat .PDF (Portable Document Format) file is a document that typically cannot be edited and is usually created from an original document using the Adobe Acrobat software or similar application.  .PDF files can be viewed by downloading the FREE Adobe Acrobat Reader.

Adding a .PDF file to your Blog post can be done one of two ways.  You can upload the .PDF file to a host server on the Internet and simply create a link to it using the location URL or web address. IE: http://www.DomainName/DocumentName.pdf  The second way is to use a program or tool that creates an HTML embed code which you can add to your Blog post or website.

Scribd.com is a site that offers users a tool that lets you upload your .PDF document onto their server, then use their widget/player to embed the file into your Blog post or site.  The site is FREE and once you’ve signed up and registered, the process is fast and simple.  The benefits of embedding the .PDF file vs linking to it are that visitors and readers don’t have to leave your post or site to access the shared PDF document.

How To Add a PDF File to Your ActiveRain Blog Post

1. Join Scribd.com and setup a Profile

2. Upload your .PDF file to Scribd.com

3. Click on the .PDF File you want to embed to Blog Post or Website

4. Copy the embed code from the “Share and Embed” Toolbox

*Notice the options to share on Facebook, Twitter, or Google Buzz
(You can also create a hyperlink to Anchor text using the Link/URL)

5. Place/Paste the HTML embed code on the HTML tab of your Blog Post.
The code can also be added to your website using your HTML page editor.

6. Save your post or page and you’re done!

 

Here’s a sample of a .PDF file I created a couple years ago here on ActiveRain.

Brad’s Top Free Online Website Tools and Picks

As an Absolute Last Resort

One last option would be to take a “screen shot” or capture the PDF file as an image (if it all fits on your computer screen) and save it as a .jpg file, then you can add it as a photo or graphic to your Blog post. Unfortunately, even a single page PDF file is hard to display the entire page on a computer monitor or single screen. To capture any computer screen image, use the “Shift+Print Scr” keys on a PC, or the “Shift+Command+4” on a MAC to capture the image. You can always crop out what you don’t want in the image using a photo or image editor like picnik.com or Adobe Photoshop. If you’d like a free photo or image editing software similar to Adobe Photoshop, check out Gimp.org.

How to Use Video and Youtube to Enhance Your Blog and Business

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ActiveRain University – How to Use Video and Youtube to Enhance Your Blog and Business

How are you using Video in Real Estate and on your ActiveRain Blog?
Are you creating or using Video Listings, Virtual Property and Community tours?  Does your video show up on Google Earth? Can your videos make you money?  Want to generate more traffic to your videos and visitors to your Blog?  This week at ARU, we are going to be sharing some things about video and Youtube that will be very beneficial to your Video library on Youtube and your Blog on ActiveRain.

Here’s a few videos I had fun creating, Can you guess which one had over 2.2 million views?
(It probably won’t be the one you think…)

Video Is important to your Real Estate Business
We’re going to show you some Youtube video secrets and tips and how to use some of the tools that are available.  Youtube just changed their format and the look and feel of their site.  They’ve added a few things and moved some stuff around.  These are just some of the ways you can now optimize your video and channel, and we’ll show you how.

7 Tips You’ll Need To Know and Use

  •   Creating Outstanding and Unique Content

  •   Optimizing Your Youtube Channel and Profile

  •   Using Keywords Cleverly In the right places
  •   Adding URLS and Proper Hyperlinks 
  •   Linking and Embedding Videos Everywhere
  •   Video Sharing and Youtube Settings
  •   Ping Your Youtube Channel
  •   Do’s and Don’ts of Embedding Video
  •   Getting Beyond The 10 Minute Video Limitation
  •   Getting More Visibility, Traffic, and Views

Learn useful techniques on how to use Youtube, one of the Top 3 most searched sites in the world.  Grow and promote your Blogs, Websites, and Local Business using video strategies that have worked successfully for others and have resulted in increased traffic, customers, and paychecks. 

Embedding video into your Blogs and sites is just one small key ingredient to using video and Youtube.  You don’t need to be an expert at this stuff, but you should know what things work and which ones won’t.  Come join us for a FREE “power-hour” of creating and using Video and Youtube for your Business, this will be one of our best video training and support classes at ARU.

Register For The Youtube Video Training Class