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Articles by Spiros Tsaltas

Browse published articles attributed to Spiros Tsaltas, with full-archive search.

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By Spiros TsaltasRecently published1 topic

6- WhatsApp ways for better Customer Loyalty

I have been writing about Social Media, Inbound Marketing and Customer Loyalty. Let's have a look today specifically on (using) WhatsApp. WhatsApp has been growing in leaps and bounds: In 2015, WhatsApp had 1 billion monthly users who...rn...Who (the users) exchanged 42 billion messagesrn....and 1.6 billion photos a day. The WhatsApp platform supports 53 languages, which makes it a powerful marketing tool.r

Primary topic: Customer Service

Customer Service

1,829 views

By Spiros TsaltasRecently published1 topic

Strategy for StartUps and Others, Part-1

Any organization, whether non-profit or for profit, whether small or large, whether a startup or a well- established and mature business, without a strategy it would drift away from its vision, mission and of course from its customers too (yes, non-profits have customers too: they are called and they are the ‘beneficiaries’ of the non-profit). Strategy in Ghanaian StartUps? What prompted me to write this article, was a recent posting on the success of World Bank’s programmmes in Ghana and my recent personal discussions from some StartUp founders who have approached me for guidance.

Primary topic: Customer Service

Customer Service

1,497 views

By Spiros TsaltasRecently published1 topic

Business Continuity Management - Part 1

Business Continuity Management is a topic that should be of conce to any organization, whether non-profit or for profit, whether small or large, whether a startup or a well- established and mature business; it is basically an integral component to your Crisis and Risk Management planned activities. This article is just my personal view on the topic, coming from hands-on experience in several settings & organizations and yes it is a topic very dear to my heart. What is really Business Continuity?r

Primary topic: Customer Service

Customer Service

1,472 views

By Spiros TsaltasRecently published1 topic

Social Media Strategy - does Your Business need one? Part 2

In part one of this article, we talked about the importance of a social media strategy and how businesses must focus on having their strategy right. A good social media strategy is absolutely imperative for improved social engagement and profit.

Primary topic: Customer Service

Customer Service

1,428 views

By Spiros TsaltasRecently published1 topic

Board of Directors: A brief Introduction

What is a Board of Directors. A Board of Directors (usually abbreviated as BoD) is a group (Board) of either elected or appointed people (BoD Members) who together they jointly oversee the activities of an organization. Think of an organization as any group of people who work together in an organized way for a commonly shared purpose. An organization can be a for-profit company but it can also be a football club like the Ghanaian Black Stars.

Primary topic: Customer Service

Customer Service

1,403 views

By Spiros TsaltasRecently published1 topic

Your USP in 2019: redefining it & Rethinking it

Rethinking and Redefinig your USP By Spiros Tsaltas This article is a combination two lectures that I gave a few weeks ago: one for the Hult Prize at the U. of Ghana and one at the Sogakope Startup Day (an event co-sponsored by HIREghana). What is a USP? Allow me to start with a definition from Wikipedia (the internet is full of USP definitions): A Unique Selling Proposition or Unique Selling Point (USP) refers to the unique benefit exhibited by a company, service, product or brand that enables it to stand out from competitors.r

Primary topic: Customer Service

Customer Service

1,360 views

By Spiros TsaltasRecently published1 topic

How-to make your organization sexier

We have all witnessed a tremendous change in the way organizations are changing forms/ structures and in the ways people everywhere use all sorts of technology to complete their assigned daily tasks. And these trends will keep going on; afterall who can stop evolution, even in business life? Here are 10 ideas/ trends that you might want to consider implementing and make your organization more appealing to both current and future employees and possibly investors too. 1. No Office Space

Primary topic: Customer Service

Customer Service

1,347 views

By Spiros TsaltasRecently published1 topic

CEOs and BoDs: What is their relationship?

CEOs and BoDs: What is their relationship? After my previous article on BoDs, I received a few emails/ messages/ comments emails asking that question, so I decide to draft a quick response. I trust this article provides a clarifying answer to this question. The CEO / Managing Director and the BoD.

Primary topic: Customer Service

Customer Service

1,311 views

By Spiros TsaltasRecently published1 topic

Social Media Strategy - does Your Business need one? (Part 1)

Humans devise strategies every day. Some can be mundane as how to pass and exam or can be as complicated as how to land on the moon. If there is something to be achieved at the end of a task, then having a strategy for how to execute that task is your best bet for success. As the popular saying goes “failing to plan is planning to fail” - hence planning and strategizing constitute important elements of every and any endeavour you plan on going on.

Primary topic: Customer Service

Customer Service

1,305 views

By Spiros TsaltasRecently published1 topic

Your USP in 2019: redefining it & Rethinking it

Rethinking and Redefinig your USP By Spiros Tsaltas This article is a combination two lectures that I gave a few weeks ago: one for the Hult Prize at the U. of Ghana and one at the Sogakope Startup Day (an event co-sponsored by HIREghana). What is a USP? Allow me to start with a definition from Wikipedia (the internet is full of USP definitions): A Unique Selling Proposition or Unique Selling Point (USP) refers to the unique benefit exhibited by a company, service, product or brand that enables it to stand out from competitors.r

Primary topic: Customer Service

Customer Service

1,296 views

By Spiros TsaltasRecently published1 topic

Strategic Change Management: Food for Thought

Any organization, whether non-profit or for profit, whether small or large, whether a startup or a well- established and mature business, seems to be in an ete al search for a perfect strategy for implementing and executing Change Management.

Primary topic: Customer Service

Customer Service

1,277 views

By Spiros TsaltasRecently published1 topic

Strategy for StartUps and others Part-3: Risk Management.

Any organization, whether non-profit or for profit, whether small or large, whether a startup or a well- established and mature business, without a strategy it would drift away from its vision, mission and of course from its customers too. This is a follow- up (see previous 2 postings) article focusing on Risk Management. What is Risk management? Risk Management is the process of identifying, quantifying, and managing the risks that an organization faces.

Primary topic: Customer Service

Customer Service

1,219 views

By Spiros TsaltasRecently published1 topic

Inbound Marketing as an Art of Attracting Quality Sales Leads

In the irksome sea of marketing techniques, there is one that you -at least- should be aware about: Inbound Marketing. Is it something really new? Well, the concept appeared in 1999 in the book ‘Permission Marketing’, written by Seth Godin. If recalling correctly (again, we might not), ‘Inbound Marketing’ as a term was coined by HubSpot CEO, Brian Halligan around 2007 and became popular around 2012. What is Inbound Marketing? A simple definition (there are too many out there):r

Primary topic: Customer Service

Customer Service

1,213 views

By Spiros TsaltasRecently published1 topic

Strategy for StartUps and Others, Part-2

Any organization, whether non-profit or for profit, whether small or large, whether a startup or a well- established and mature business, without a strategy it would drift away from its vision, mission and of course from its customers too. This is a follow- up from last week’s posting. Here we would look at HR, PR and Process Strategy issues for StartUps and other organizations. StartUps & Strategy for HR .r

Primary topic: Customer Service

Customer Service

1,199 views

By Spiros TsaltasRecently published1 topic

Choosing Board Members Part 2: Food for Thought

Obviously choosing a BoD properly should result into a visible and measureable set of benefits for any organization. This article will is a continuation of yesterday’s ‘basics’- article. Most of the stuff mentioned here is also applicable when you are setting up a BoA (Board of Advisors) for your organization or any other Governance Body. Policy, Policy, Policy

Primary topic: Customer Service

Customer Service

1,191 views

By Spiros TsaltasRecently published1 topic

Choosing Board Members Part 1: The Basics

Obviously choosing a BoD properly should result into a visible and measurable set of benefits for any organization. This article will give you a brief exposure on some of guidelines, rules of thumb and best practices. Most of these are also applicable when you are setting up a Board of Advisors for your organization or any other Governance Body. The Value of a BoD

Primary topic: Customer Service

Customer Service

1,161 views

By Spiros TsaltasRecently published1 topic

Business Continuity Management - Part2

Business Continuity Management is a topic that should be of conce to any organization, whether non-profit or for profit, whether small or large, whether a startup or a well- established and mature business; it is basically an integral component to your Crisis and Risk Management planned activities. This article is the continuation of https://www.linkedin.com/pulse/business-continuity-management-part-1-spiros-tsaltas-mbi-meng-msc and it is just my personal view on the topic, coming from hands-on experience in several settings & organization and yes it is a topic very dear to my heart.

Primary topic: Customer Service

Customer Service

1,131 views

By Spiros TsaltasRecently published1 topic

Inbound PR: The New PR

You most likely have heard of Inbound Marketing – a famed tool used by all marketers today for spotting, developing and nurturing prospects to become customers. Inbound Marketing was created a bit more than 10 years ago by a company named Hubspot (by the way, they have a very good & free online Inbound Marketing class). The Inbound methodology is built around 4 key practices which are:

Primary topic: Customer Service

Customer Service

1,120 views

By Spiros TsaltasRecently published1 topic

Turning your Customers into Subscribers (for Startups et al).

Turning your Customers into Subscribers (for Startups et al). As consumers, we are all aware that you can subscribe to a magazine, a newspaper, a Pay-TV services, etc... But, let’s turn this thing around: as a company that provides a service or creates/ manufactures a product, can you create a subscription service and turn all (or at least most) of your existing and new customers into Subscribers? Why a Subscription Business? Let’s start with addressing the question why would anyone want a subscription-model/-based business?

Primary topic: Customer Service

Customer Service

1,117 views

By Spiros TsaltasRecently published1 topic

Customer Loyalty & the Bowman's Clock

Customer loyalty and client retention is the primary focus of our PR Firm: HireLoyalty. If you have followed our past articles, you would have seen that all the topics which we write about end up with how the companies can influence customer loyalty and retention. At HireLoyalty we believe that true ‘fans’ and fanatics of businesses make up the core of the survival of every business. This explains why loyalty is imperative to all organizations whether for-profit or non-profit.

Primary topic: Customer Service

Customer Service

1,099 views

By Spiros TsaltasRecently published1 topic

an Intro to Dark Social

We have been writing about Social Media, Inbound Marketing and Customer Loyalty. Let’s have a look today specifically on (using) WhatsApp. Although we use WhatsApp as our Business Case Example since almost everybody is using it, all things mentioned here are applicable for any other Dark Social setup. But, what is Dark Social? Have you shared an article/ URL (maybe one of our own?) with WhatsApp? Or with an email? Then…. Congratulations! You have been an active element in the “Dark Social.

Primary topic: Customer Service

Customer Service

1,081 views

By Spiros TsaltasRecently published1 topic

Customer Effort Score (CES)- A Modern Intro

In the past, I have talked about NPS (Net Promoter Score) as the de facto standard for measuring Customer Loyalty. In 2008, the CCC (Customer Contact Leadership Council) a division of the Corporate Executive Board (CEB is now part of Gardner) created the Customer Effort Score (CES), as a better alte ative to NPS. CCL believes their CES metric to be both a better and more predictive method of surveying customers.

Primary topic: Customer Service

Customer Service

1,053 views

By Spiros TsaltasRecently publishedTopic pending

PPC campaigns in Ghana

The motivation for this article was this very question asked during a Digital Marketing workshop Ibukun was facilitating a couple of weeks ago in Accra. PPC: What is it? PPC stands for Pay-Per-Click, a model of internet marketing in which advertisers pay a fee each time one of their ads is clicked. Essentially, it’s a way of buying visits to your site, rather than attempting to “earn” those visits organically. Search engine advertising is one of the most popular forms of PPC. (definition from Wordstream)

Primary topic: Recently published

Recently published

1,032 views

By Spiros TsaltasRecently published1 topic

All about ...Smarketing!!!

As an entrepreneur, one of the most important exercises you can undertake for your business is determining the marketing and sales processes that lead to the purchase of your product. The sales funnel is a particularly well-known and overused term in today’s global economy. Yet one mistake that it is continually made, is the attempt (deliberate or not) to completely distinguish marketing from the sales process. Hence it is not surprising to see sales and marketing teams attack each other in the corporate setting as though they are on opposing teams.

Primary topic: Customer Service

Customer Service

1,014 views

By Spiros TsaltasRecently publishedTopic pending

Inbound PR : Spiros talks to Iliyana

This is a 12-question interview with Iliyana Stareva, the creator of Inbound PR and the author of Inbound PR, the first book on this topic. Her book was published end of April/ 2 months ago- yeap, really hot off the press. Iliyana works for Hubspot, the company that ‘gave’ us Inbound Marketing 10+ years ago. More specifically, Iliyana Stareva is a Global Partner Program Manager at HubSpot and author But let’s go on with the interview please. (Disclaimer: we do not have any financial gain or other financial motivation from this interview nor from the sales of the mentioned book)

Primary topic: Recently published

Recently published

1,005 views

By Spiros TsaltasRecently published1 topic

Client Satisfaction versus Client Loyalty

Client Satisfaction versus Client Loyalty It has been so nice to see people happy with their Holiday- shopping carrying their purchases with a smile. But, is a happy & satisfied customer really what any merchant should be after? You are happy with what you bought. No question about it. What will you buy gain the same thing (if it is a consumable)—same brand/ same service from the same merchant or vendor? Or, will you even go back to the same store/ vendor to buy something else? You see, a happy, delighted and satisfied customer is not ‘automatically’ a Loyal Customer.r

Primary topic: Customer Service

Customer Service

997 views

By Spiros TsaltasRecently published1 topic

Digital Vietnam: When Analytics go Wrong.

I was a bit bored during the weekend and I started watching on Youtube a History Channel Documentary which had a reference on the Vietnam War and mistakes made by the American side. Basically what American Military did was using measurements and analytics the wrong way. And to my eyes, Digital Marketing today is doing the same thing. Allow me to elaborate my point- of- view please. Success Analytics in Vietnamr

Primary topic: Customer Service

Customer Service

957 views

By Spiros TsaltasRecently published1 topic

2018 + Digital Darwinism

Almost every professional has the right tools for his/her trade and Digital Marketers are no exception to it. A lot of times, we are asked by clients or even other colleagues: what is the best tool for this or for that digital marketing functionality? This is a natural, intuitive and rather a simple question, but the answer is anything but straightforward. Kindly allow me to elaborate:

Primary topic: Customer Service

Customer Service

951 views

By Spiros TsaltasRecently published1 topic

All you ever wanted to know about Business Plans

This article is based 'loosely' on my same-topic interview for GBC Radios' Uniiq Business Hour program of past Thursday, the 15th of February; this is by no means an full and comprehensive look at Business Plans. There are a lot of myths and misperception regarding what a Business Plan is, what is for, and how to write a good one. Most amazing thing is that almost all people who write books or give (especially paid-) advice on writing Business Plans -even in Ghana, they have rarely run a few successful businesses themselves. The Business Plan: This & Thatr

Primary topic: Customer Service

Customer Service

948 views

By Spiros TsaltasRecently published1 topic

Consumer Touchpoints for Marketing & PR

This is an extract from a talk that we gave on April 18th 2018 at MEST (Meltwater Entrepreneurial School of Technology), as par of our CSR Activities for April, the International Month of Customer Loyalty Why care about Consumer Touchpoints? The most common mistake Marketers do, is to go from defining the potential target-customers’ profiles (we talked in the past briefly about marketing personas/ customer personas) to plan the Customer Journey.

Primary topic: Customer Service

Customer Service

911 views

By Spiros TsaltasRecently published1 topic

Human Issues in Startups

This is just a list of human- challenges that we all face in any organization, but they tend to be/get a bit more ‘escalated’ in Startup environments, especially if it is your first Startup experience. The 1-to-1 Challenges These are issues that your employees or colleagues, or vendors, or subcontractors, or ever yourself might have.

Primary topic: Customer Service

Customer Service

798 views

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