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Showing posts with label SOCIAL MEDIA. Show all posts
Showing posts with label SOCIAL MEDIA. Show all posts

Types of customers from a sales perspective.

Contributor

There’s no single right way to approach a customer. All kinds of customers will visit your website. Each of them unique and requiring a different approach.
You can tell that a support team knows their stuff by looking at the way they approach different customers. If they work from a single script no matter who comes to talk to them, well, they need to do some homework.
A team that changes their approach for different cases is the team that gets good customer service results. They are able to handle all situations, no matter if they are pleasant or not.
Read on to see what types of customers you can meet when handling sales cases and what you can do to make their contact with you helpful and memorable.

Types of customers from a sales perspective

You can segment your customers into groups based on their position in the sales funnel. You basically go from someone who either is just looking and not really thinking about making a purchase to a person that is a life-long fan of your brand and will always come back for more.
Depending on how far they went into your sales funnel, you will need to address their needs and questions a bit differently.
In addition to that, you should consider the reason why somebody is buying from you. This will also change the conversation a bit and can help you move a customer that is still on the fence further down the funnel and turn them into a loyal follower.
Here are five sales-oriented types of customers you will encounter.

1. Potential customer – The Potential Paul

The Potential Paul is a type of customer that is on the very beginning of your sales funnel. Technically, Paul is not your customer yet. However, you should give them the full treatment and hopefully change that quickly.
Potential Paul is a lead that needs nurturing and warming up before making a buying decision. He already showed some interest in your business, either by filling out a contact form, signing up for a newsletter or asking a question via your live chat tool (doesn’t have one? no worries, you can test LiveChat for free).
That piece of interest is what separates Paul from other website visitors. You can use that spark of interest to convert him into a paying customer. It’s much more effective than carpet bombing all website visitors with offers.
How to deal with Potential Paul:
  • Show him value: You can capitalize on his interest by clearly showing him what he can get from your product. You can do this yourself or point him to a resource like a landing page or a case study that will do it for you.
  • Reveal yourself: Make sure to let the potential customer know that they can ask for help or advice at any time. Even if the customer won’t need it immediately, they will appreciate the offer.
Related image

2. New customer – New Neil

New Neil is the fresh customer that just bought something from you. He is still learning the ropes of using your product. You need to do everything in your power to make that adoption period smooth.
Even though you already made a sale, you can’t leave Neil without any help. If he won’t receive it, he may not find much success with your product. The time you save by not helping Neil will be less valuable than the future business he may bring.
You can make sure that doesn’t happen with a proper user onboarding. After someone buys your product, you need to guide them and show them how to use it.
How to deal with New Neil:
  • Guide them to success: You can earn a long-lasting customer by investing a bit of your time into explaining how your product works and making sure the new customer knows how to use it. You can do that with a proper onboarding process.
  • Leave a contact option open: Even if you offer an automated onboarding to customers, have a live customer service option available. It will go a long way in situations when a customer has a question that’s not covered in the onboarding.

3. Impulsive Customer – Impulsive Iggy

This is the type of customer that can make a buying decision in an instant, provided that the conditions are right.
You see, Iggy doesn’t need much convincing to make a purchase. You don’t need to warm this lead up with value proposition too much.
What Iggy needs to buy something is a clear and easy way to do that. The less steps involved, the higher chances that a customer like Iggy will make a purchase.
Clear the way for Iggy and get rid of any distraction he may face to make sure you’re not wasting that buying impulse when it comes.
How to deal with Impulsive Iggy:
  • Clear the way to checkout: Make sure nobody needs a manual to make a purchase on your website. The less clicks and information needed to make a purchase, the better.
  • Quick and concise help: If you get a question from Iggy, make the answer short. Stick to the brass tacks. You also need to provide the response quickly. If you take too long, the buying impulse will fade and Iggy will leave your website.

4. Discount customer – Discount Dan

Discount Dan is the type of customer that sees value in your product but won’t buy it at full price. Upselling your product to Dan is nearly impossible.
Dan is usually looking for some extra information on the exact conditions of the deal or discount you are offering. You can help him by explaining the deal and what he needs to do to use it.
Once the deal runs out, it’s hard to keep Dan as a customer. If you are offering a service at a discounted price, Dan will usually leave once the discount stops applying. To increase your chances of keeping Dan as a customer, you need to show him that he is not only getting a product at a discount, but he also gets amazing customer service bundled with his purchase.
You need to provide added value that will make Dan think twice before switching to another company.
How to deal with Discount Dan:
  • Explain the deal: Provide all the necessary details about the deal to avoid any confusion. Dan may also require help with entering a discount code or using a coupon so make sure your team knows the deal’s details.
  • Offer added value: To make sure Dan continues being one of your customers, you need to go beyond your initial offering. Add the cherry on top of the deal. Something that they can’t get elsewhere. Stellar customer service can be one of such advantages that will help you keep Dan as a customer.

5. Loyal customer – Loyal Larry

This type of customers keeps coming back for more. Apart from having a significant impact on your revenue, Larry will be also your brand’s ambassador.
Larry and customers like him help you grow through word of mouth. He will recommend your business or product to his friends and family, sending a healthy stream of new customers your way.
You should try to leverage his experience and learn what makes him so satisfied with your business. When you have the chance, ask Larry which aspect of your product or business he likes the most. Take note and try to replicate that experience so that other customers can become your brand ambassadors.
How to deal with Loyal Larry
  • Give him a platform: You can help Larry spread the love and feature him in a case study. A bit of social proof like that will make your landing pages much more appealing to potential customers.
  • Learn from his experience: See what turned Larry into a loyal follower and make sure that happens more often with other customers.
  • Don’t mess it up: Whatever you do, make sure that Larry stays excited about your product and business.

Other types of sales customers

Know of any other types of sales customers? Feel free to pitch in and share your experience. The list is definitely not final and there are more names we could add.

Types of customers from a sales perspective.

Contributor

There’s no single right way to approach a customer. All kinds of customers will visit your website. Each of them unique and requiring a different approach.
You can tell that a support team knows their stuff by looking at the way they approach different customers. If they work from a single script no matter who comes to talk to them, well, they need to do some homework.
A team that changes their approach for different cases is the team that gets good customer service results. They are able to handle all situations, no matter if they are pleasant or not.
Read on to see what types of customers you can meet when handling sales cases and what you can do to make their contact with you helpful and memorable.

Types of customers from a sales perspective

You can segment your customers into groups based on their position in the sales funnel. You basically go from someone who either is just looking and not really thinking about making a purchase to a person that is a life-long fan of your brand and will always come back for more.
Depending on how far they went into your sales funnel, you will need to address their needs and questions a bit differently.
In addition to that, you should consider the reason why somebody is buying from you. This will also change the conversation a bit and can help you move a customer that is still on the fence further down the funnel and turn them into a loyal follower.
Here are five sales-oriented types of customers you will encounter.

1. Potential customer – The Potential Paul

The Potential Paul is a type of customer that is on the very beginning of your sales funnel. Technically, Paul is not your customer yet. However, you should give them the full treatment and hopefully change that quickly.
Potential Paul is a lead that needs nurturing and warming up before making a buying decision. He already showed some interest in your business, either by filling out a contact form, signing up for a newsletter or asking a question via your live chat tool (doesn’t have one? no worries, you can test LiveChat for free).
That piece of interest is what separates Paul from other website visitors. You can use that spark of interest to convert him into a paying customer. It’s much more effective than carpet bombing all website visitors with offers.
How to deal with Potential Paul:
  • Show him value: You can capitalize on his interest by clearly showing him what he can get from your product. You can do this yourself or point him to a resource like a landing page or a case study that will do it for you.
  • Reveal yourself: Make sure to let the potential customer know that they can ask for help or advice at any time. Even if the customer won’t need it immediately, they will appreciate the offer.
Related image

2. New customer – New Neil

New Neil is the fresh customer that just bought something from you. He is still learning the ropes of using your product. You need to do everything in your power to make that adoption period smooth.
Even though you already made a sale, you can’t leave Neil without any help. If he won’t receive it, he may not find much success with your product. The time you save by not helping Neil will be less valuable than the future business he may bring.
You can make sure that doesn’t happen with a proper user onboarding. After someone buys your product, you need to guide them and show them how to use it.
How to deal with New Neil:
  • Guide them to success: You can earn a long-lasting customer by investing a bit of your time into explaining how your product works and making sure the new customer knows how to use it. You can do that with a proper onboarding process.
  • Leave a contact option open: Even if you offer an automated onboarding to customers, have a live customer service option available. It will go a long way in situations when a customer has a question that’s not covered in the onboarding.

3. Impulsive Customer – Impulsive Iggy

This is the type of customer that can make a buying decision in an instant, provided that the conditions are right.
You see, Iggy doesn’t need much convincing to make a purchase. You don’t need to warm this lead up with value proposition too much.
What Iggy needs to buy something is a clear and easy way to do that. The less steps involved, the higher chances that a customer like Iggy will make a purchase.
Clear the way for Iggy and get rid of any distraction he may face to make sure you’re not wasting that buying impulse when it comes.
How to deal with Impulsive Iggy:
  • Clear the way to checkout: Make sure nobody needs a manual to make a purchase on your website. The less clicks and information needed to make a purchase, the better.
  • Quick and concise help: If you get a question from Iggy, make the answer short. Stick to the brass tacks. You also need to provide the response quickly. If you take too long, the buying impulse will fade and Iggy will leave your website.

4. Discount customer – Discount Dan

Discount Dan is the type of customer that sees value in your product but won’t buy it at full price. Upselling your product to Dan is nearly impossible.
Dan is usually looking for some extra information on the exact conditions of the deal or discount you are offering. You can help him by explaining the deal and what he needs to do to use it.
Once the deal runs out, it’s hard to keep Dan as a customer. If you are offering a service at a discounted price, Dan will usually leave once the discount stops applying. To increase your chances of keeping Dan as a customer, you need to show him that he is not only getting a product at a discount, but he also gets amazing customer service bundled with his purchase.
You need to provide added value that will make Dan think twice before switching to another company.
How to deal with Discount Dan:
  • Explain the deal: Provide all the necessary details about the deal to avoid any confusion. Dan may also require help with entering a discount code or using a coupon so make sure your team knows the deal’s details.
  • Offer added value: To make sure Dan continues being one of your customers, you need to go beyond your initial offering. Add the cherry on top of the deal. Something that they can’t get elsewhere. Stellar customer service can be one of such advantages that will help you keep Dan as a customer.

5. Loyal customer – Loyal Larry

This type of customers keeps coming back for more. Apart from having a significant impact on your revenue, Larry will be also your brand’s ambassador.
Larry and customers like him help you grow through word of mouth. He will recommend your business or product to his friends and family, sending a healthy stream of new customers your way.
You should try to leverage his experience and learn what makes him so satisfied with your business. When you have the chance, ask Larry which aspect of your product or business he likes the most. Take note and try to replicate that experience so that other customers can become your brand ambassadors.
How to deal with Loyal Larry
  • Give him a platform: You can help Larry spread the love and feature him in a case study. A bit of social proof like that will make your landing pages much more appealing to potential customers.
  • Learn from his experience: See what turned Larry into a loyal follower and make sure that happens more often with other customers.
  • Don’t mess it up: Whatever you do, make sure that Larry stays excited about your product and business.

Other types of sales customers

Know of any other types of sales customers? Feel free to pitch in and share your experience. The list is definitely not final and there are more names we could add.

Top 10 Simple tricks that will Make Your Hashtag Strategy More Better

Contributor

The hash symbol has become an important tool in social media platforms. It began with Twitter but later spread to other social media platforms such as Instagram, Facebook, and Pinterest. The hashtag is used to relay important messages to the audience of your choice and is an important tool to reach your clients. But, when using hashtags, the following tips should be put into consideration. You can use a wide array of Instagram and Twitter tools to get the most out of our hashtag strategy.

1. Hashtag Strategy Based On The Platform
You must understand the social media you are using. Depending on that platform, you can change or execute the desired results. Research done by the buddy media shows that tweets that include hashtags have double the engagement than those without. Yet, those that include more than one hashtags have shown a significant drop in engagement. Contrarily, on Instagram, posts with many hashtags usually have a higher interaction than those with few. But, the use of hashtags on Facebook has not shown any evidence of their effectiveness.

2. Use Only a Few Hashtags (or Many)
It becomes annoying when you read a post with too many hashtags, say eight or ten. Create a hashtag strategy that matches your channel and audience. In Twitter use on or two hashtags. Instagram is where you can go a bit wild, and a good number of hashtags is 8 to 10. Use of hashtags helps you to capture the attention of those who do not follow your brand yet.
amazing-monday
1-2 powerful and relevant hashtags are enough to reach your target population. It doesn’t burden your post and helps you to garner new followers. A good example is #amazingmonday 

3. Ask Questions With Specific Answers

To build a good hashtag, one must ask only those questions with fixed or specific answers. When you ask open-ended questions, the answers you get becomes ambiguous. You can expect all sorts of replies from those who see your post. Before using a hashtag, you must ask yourself how different audience will react to that post.
 For instance, teenagers are fond of posting funny comments that can be embarrassing and demeaning. Some comments may cause harm to some people and may make certain rumors go viral. Some may even bring a topic that is not even supposed to be discussed on a social media platform. While others may display defamatory information to certain key personnel’s.
For example, one can use the following hashtag to criticize a certain theme. #remember2007crisis? Don’t do that.


4. Understand The Type Of Hashtag Strategy You are Using
There are three types of marketing strategies for hashtags. These are:
  • Brand and campaign specific
  • Trending
  • Content hashtags.

To begin with, brand and campaign hashtags are specific tags that one makes for his own business. They are used to market your products or to promote a certain brand your business deals with.
When using these hashtags, you should make a brand hashtag that is unique and consistent with your business or organization. Use your tag as your representative and get people to use them to promote your product too. Once you have created them, you should check them to respond to those using them. A good example of a brand hashtag is #royalmabati which is used to market iron sheets on social on social media.Secondly, trending hashtags include topics that have become popular and what people are talking about in every corner. When you see a trend relating to your business, you should engage in it by using the tag. Using trending hashtags potentially gets your message seen by a massive audience. For instance, if you sell burgers you can take part in the #burgerstrending, likeAndrewTUCCI.
Lastly, content hashtags are hashtags you use in your posts and which simply relate to your post content. They include, among others: product, lifestyle, even and location hashtags. For example, if you are selling coffee, you can post your best coffee images using #streetcoffee. 

5. Find Out What Your Audience Is Talking About
If you find what people are talking about, you can easily know the hashtag appropriate to use to tackle a certain felt need. This is important for businesses who would like to take an opportunity to execute a certain business idea or to market their products. Bloggers can also listen to what people are talking about a certain issue and use it to address it using a hashtag. Brand could use the name with a hashtag to promote any content they publish. He could ask other bloggers to use his hashtag when he guest posts.
A good example is when you find that people are talking about vintage wear and you have or know somebody with a boutique selling such clothes. You can use #bestvintageinTown to direct the potential customers to your boutique. You can also post something funny for people to take part in the debate. 

6. Use Live Tweets
If you are wishing to connect a wider audience, or get more followers, live tweet the events your customers are interested in. Just use the event hashtag and your own one. When using this tactic, you need to make sure that your brand participates or adds something special to the conversation. Another way to make an excellent hashtag is to be ready to show your personality. One of the most successful hashtag campaigns is #ShareaCoke.
share-a-coke 
This made the tweeters tweet their own stories with the hashtag #shareAcoke and the people owned the brand.

7. Make Your Hashtag Simple,Authentic and Catchy

The phrase should be easy to remember. Also, it must be unambiguous, so you will see only those mentions that relate to your campaign. A short hashtag becomes easier to understand the content of what the post really want to communicate. Some hashtags are usually long such that it becomes difficult for one to combine the initials to understand what the post actually means.
For example, stand #messiandbarcelonaarehellofashit. This hashtag is difficult for one to understand what is being communicated since it is long. A shorter hashtag such as #messiAgain is easier to capture audience attention. It can go viral more than it can ever be anticipated.
8.Make It Easier For Your Audience to Join Hashtag Discussion

 To engage more people, you have to encourage them to join discussion. Furthermore, reduce the barriers to entry as much as you can. Make the topic of discussion as interesting as possible or use a reward to encourage people to take part. An interesting topic will always catch people’s attention and induce them always to participate. When people learn that it is a competition by the one who is actively involved in the conversation and there is a reward after that, your hashtag will capture a wide region. Furthermore, it can be used for other business activities such as brand promotion. For instance, #whoKnowsAvirginTeen urges people to join the conversation as the topic is interesting. It gets harder to find a teenager who is a virgin, and you can expect all sorts of humorous expressions.

9.Correct Timing

It will be of no use to use an outdated hashtag or rather one that addresses an event that has already happened. You must know the correct time to execute your hashtag depending on the current trends or something you expect to happen in the future.
priceless-suprises
You find that most successful hashtag campaigns are done a month before. It provides ample room to join and take part in the latter. MasterCard’s #pricelessSuprises is one of the successful campaigns that was launched in January 2014. #PricelessSuprises is still running today. It was launched during 2014 Grammy awards, and the occasion was graced by Justin Timberlake.

10. Inspire

When coming up with a hashtag, make it lofty and relatable. You should pick a hashtag that is relevant and inspiring on its own outside your brand. A targeted hashtag will make it communicate strongly what you desire to inform your target population.
lest-we-forget-2007
A good example of an inspiring hashtag is #lestweforget2007. It’s a powerful hashtag relating to what happened in the year 2007 in Kenya during the post-election violence. This hashtag inspires people to embrace unity and shun away tribalism to avoid such crises.
ADVERTISEMENT

Depending on what you wish to communicate, you can gain huge benefit from using hashtags in your campaign. A catchy, positive, actionable and inspiring hashtag can do great for any campaign. This analysis shows some of the hugely successful campaigns. It helps one to understand the dos and don’ts of a successful hashtag strategy. It is also important to note that none of the few winning hashtags included the names of the brands behind them and none were over-promotional.

Top 10 Simple tricks that will Make Your Hashtag Strategy Better this 2019

Contributor

The hash symbol has become an important tool in social media platforms. It began with Twitter but later spread to other social media platforms such as Instagram, Facebook, and Pinterest. The hashtag is used to relay important messages to the audience of your choice and is an important tool to reach your clients. But, when using hashtags, the following tips should be put into consideration. You can use a wide array of Instagram and Twitter tools to get the most out of our hashtag strategy.
1. Hashtag Strategy Based on the Platform
You must understand the social media you are using. Depending on that platform, you can change or execute the desired results. Research done by the buddy media shows that tweets that include hashtags have double the engagement than those without. Yet, those that include more than one hashtags have shown a significant drop in engagement. Contrarily, on Instagram, posts with many hashtags usually have a higher interaction than those with few. But, the use of hashtags on Facebook has not shown any evidence of their effectiveness.

2. Use Only a Few Hashtags (or Many)
It becomes annoying when you read a post with too many hashtags, say eight or ten. Create a hashtag strategy that matches your channel and audience. In Twitter use on or two hashtags. Instagram is where you can go a bit wild, and a good number of hashtags is 8 to 10. Use of hashtags helps you to capture the attention of those who do not follow your brand yet.
amazing-monday
1-2 powerful and relevant hashtags are enough to reach your target population. It doesn’t burden your post and helps you to garner new followers. A good example is #amazingmonday
3. Ask Questions with Specific Answers
To build a good hashtag, one must ask only those questions with fixed or specific answers. When you ask open-ended questions, the answers you get becomes ambiguous. You can expect all sorts of replies from those who see your post. Before using a hashtag, you must ask yourself how different audience will react to that post.
https://affiliates.jumia.com/banners/lqT1DgwyNqITQcLNKWdnRn1h9zX5a94EeaQvIBXH.jpeg For instance, teenagers are fond of posting funny comments that can be embarrassing and demeaning. Some comments may cause harm to some people and may make certain rumors go viral. Some may even bring a topic that is not even supposed to be discussed on a social media platform. While others may display defamatory information to certain key personnel’s.
For example, one can use the following hashtag to criticize a certain theme. #remember2007crisis? Don’t do that.
4. Understand the Type of Hashtag Strategy You are Using
There are three types of marketing strategies for hashtags. These are:
  • brand and campaign specific,
  • trending 
  • content hashtags.

To begin with, brand and campaign hashtags are specific tags that one makes for his own business. They are used to market your products or to promote a certain brand your business deals with.
When using these hashtags, you should make a brand hashtag that is unique and consistent with your business or organization. Use your tag as your representative and get people to use them to promote your product too. Once you have created them, you should check them to respond to those using them. A good example of a brand hashtag is #royalmabati which is used to market iron sheets on social on social media.Secondly, trending hashtags include topics that have become popular and what people are talking about in every corner. When you see a trend relating to your business, you should engage in it by using the tag. Using trending hashtags potentially gets your message seen by a massive audience. For instance, if you sell burgers you can take part in the #burgerstrending, likeAndrewTUCCI.
Lastly, content hashtags are hashtags you use in your posts and which simply relate to your post content. They include, among others: product, lifestyle, even and location hashtags. For example, if you are selling coffee, you can post your best coffee images using #streetcoffee.
5. Find Out What Your Audience is Talking About
If you find what people are talking about, you can easily know the hashtag appropriate to use to tackle a certain felt need. This is important for businesses who would like to take an opportunity to execute a certain business idea or to market their products. Bloggers can also listen to what people are talking about a certain issue and use it to address it using a hashtag. Brand could use the name with a hashtag to promote any content they publish. He could ask other bloggers to use his hashtag when he guest posts.
A good example is when you find that people are talking about vintage wear and you have or know somebody with a boutique selling such clothes. You can use #bestvintageinTown to direct the potential customers to your boutique. You can also post something funny for people to take part in the debate.
6. Use Live Tweets
If you are wishing to connect a wider audience, or get more followers, live tweet the events your customers are interested in. Just use the event hashtag and your own one. When using this tactic, you need to make sure that your brand participates or adds something special to the conversation. Another way to make an excellent hashtag is to be ready to show your personality. One of the most successful hashtag campaigns is #ShareaCoke.
share-a-cokeThis made the tweeters tweet their own stories with the hashtag #shareAcoke and the people owned the brand.
7. Make Your Hashtag Simple, Authentic and Catchy
The phrase should be easy to remember. Also, it must be unambiguous, so you will see only those mentions that relate to your campaign. A short hashtag becomes easier to understand the content of what the post really want to communicate. Some hashtags are usually long such that it becomes difficult for one to combine the initials to understand what the post actually means.
For example, stand #messiandbarcelonaarehellofashit. This hashtag is difficult for one to understand what is being communicated since it is long. A shorter hashtag such as #messiAgain is easier to capture audience attention. It can go viral more than it can ever be anticipated.
8. Make it Easier for Your Audience to Join Hashtag Discussion
To engage more people, you have to encourage them to join discussion. Furthermore, reduce the barriers to entry as much as you can. Make the topic of discussion as interesting as possible or use a reward to encourage people to take part. An interesting topic will always catch people’s attention and induce them always to participate. When people learn that it is a competition by the one who is actively involved in the conversation and there is a reward after that, your hashtag will capture a wide region. Furthermore, it can be used for other business activities such as brand promotion. For instance, #whoKnowsAvirginTeen urges people to join the conversation as the topic is interesting. It gets harder to find a teenager who is a virgin, and you can expect all sorts of humorous expressions.
9. Correct Timing
It will be of no use to use an outdated hashtag or rather one that addresses an event that has already happened. You must know the correct time to execute your hashtag depending on the current trends or something you expect to happen in the future.
priceless-suprises
You find that most successful hashtag campaigns are done a month before. It provides ample room to join and take part in the latter. MasterCard’s #pricelessSuprises is one of the successful campaigns that was launched in January 2014. #PricelessSuprises is still running today. It was launched during 2014 Grammy awards, and the occasion was graced by Justin Timberlake.
10. Inspire
When coming up with a hashtag, make it lofty and relatable. You should pick a hashtag that is relevant and inspiring on its own outside your brand. A targeted hashtag will make it communicate strongly what you desire to inform your target population.
lest-we-forget-2007
A good example of an inspiring hashtag is #lestweforget2007. It’s a powerful hashtag relating to what happened in the year 2007 in Kenya during the post-election violence. This hashtag inspires people to embrace unity and shun away tribalism to avoid such crises.
ADVERTISEMENT

Depending on what you wish to communicate, you can gain huge benefit from using hashtags in your campaign. A catchy, positive, actionable and inspiring hashtag can do great for any campaign. This analysis shows some of the hugely successful campaigns. It helps one to understand the dos and don’ts of a successful hashtag strategy. It is also important to note that none of the few winning hashtags included the names of the brands behind them and none were over-promotional.
DreamGrow
BIO: Elaina Meiser is an enthusiastic blogger from Sweden who is interested in writing about everything worth reading in the marketing sphere. She is eager to become an expert in this field. Also, Elaina strives to share her own perspective about activities for personal and professional development. You can follow her on twitter.