Thursday, September 29, 2016

Keep Your Customers Coming Back in Times of Content Overload

Randy Frisch and I had the chance to connect with some of the best professionals in content marketing, and we kept you in mind every step of the way. Joining us is simple. Choose a Content Pros podcast and press play.



Don't miss out on the chance to hear Justin Levy, Mike Stiles, Allen Gannett, David B. Thomas, and Jay Baer share their content marketing expertise.



Getting the Most Out of Free Real Estate

Wikipedia is regularly a top Google result for brands and many customers will check out a company's page before visiting the brand's very own website. In spite of this, rarely is there a team assigned to overseeing and working with the content for this vital first impression.



As Director of Social Marketing at Citrix, Justin Levy has succeeded in not only working with Wikipedia on ensuring an accurate and informational page, but also in balancing the need to push out content without overwhelming the audience (both internal and external). His strategy for crafting, publishing, and overseeing content has led to an online presence that is engaging, informational, and successful.



Here are a few highlights from our conversation with Justin:




  • How an open publishing system for internal content leads to a decrease in employee advocacy and engagement

  • The dangers and advantages of tagging

  • How incorporating Wikipedia management into marketing leads to a deep SEO strategy



Together But Separate

Multiple brands competing for attention in a crowded, noisy, online marketplace can overwhelm and exhaust even the most seasoned professional. For Mike Stiles, Global Content Strategy Manager for InterContinental Hotels Group (IHG), navigating the waters of multiple brands means taking a step back. Instead of being hands on and controlling each brand's message, he takes a more consultant-like route, letting the brands carve their own path.



By trusting each brand to know their own audience, Mike empowers his team to create more relevant and impactful content, and that success reflects positively on the company as a whole.



On this podcast, Mike shares great insights about:




  • How juggling multiple brands can lead to content chaos

  • Why empowering your enterprise means stepping back and acting more as a consultant than a manager

  • How your brands can lead your content to success



Less is More

The question on everyone's mind is why is content marketing booming, yet falling flat and ultimately hurting businesses?



As Allen Gannett, CEO of TrackMaven, sees it, posting content on every channel all day long can be pointless and harmful without a strong strategy. If your customer finds your articles irrelevant, they aren't likely to click. And even worse, in their mind, the association of being irrelevant will extend to your brand as well.



The strength in content lies in responding to demand, educating the audience, and focusing your efforts on the channels where your customers work and play.



It's not too late to hear from Allen about:




  • Why the explosion in content quantity does not mean a similar increase in engagement

  • How relevance leads to content that is powerful and impactful

  • Why focusing on essential channels means being ok with a smaller quantity of content that has bigger impact



Data Mining for Content

With 20 years of B2B marketing experience (the past 8 of those years focused on content and social) David B. Thomas, Senior Director of Inbound Marketing at Leadspace, understands how to balance creativity with data. His thorough approach to pairing compelling content with vetted data led a unified content and social media marketing team at Salesforce that generated 15% of all valid leads in North America in 2014, and more than $150MM in pipeline.



Combining Dave's expertise in content and skill with data ensures that every piece has the best possible audience to make the largest impact on your business.



Here are 3 insights to gain by listening to Dave's episode now:




  • Why effective content marketing means taking the information you already have and customizing it for your audience

  • How careless and shallow personalization leads to a decrease in content efficiency

  • How up-to-date customer data leads to more accurate content



Keep Customers Coming Back For More (Content)

We all know the power of content to acquire new customers. But what about keeping the ones we already have?



As customer service moves to the very public realm of social media, Jay Baer, President of Convince & Convert, knows there is a huge opportunity for businesses to both acquire and retain customers by showing you care for them publicly and privately. Embracing public feedback, both good and bad, allows you to create motivating content that caters to both new and existing customers.



Click here for more on Jay's proven approach:




  • Why thinking through to customer retention means creating content that embraces feedback

  • How creating content solely for customer acquisition leads to a decrease in revenue

  • Why the public forum of social media griping means a huge opportunity for businesses



This monthly round-up of the weekly Content Pros podcast shares some takeaways from recent episodes. If you like what you've read (and heard), please subscribe to show on iTunes or wherever fine podcasts are downloaded.



Two Ways User-Generated Content Can Keep Your Brand Relevant

Two Ways User-Generated Content Can Keep Your Brand Relevant written by Guest Post read more at Duct Tape Marketing


Two Ways User-Generated Content Can Keep Your Brand Relevant - Duct Tape MarketingIn today's digital age of marketing, brands are focusing on User-Generated Content (UGC) campaigns to improve their web performance and increase organic responses. User-Generated Content refers to any form of online content such as a Tweet, Snap, Facebook status, Instagram post, or blog that contain authentic opinions about a service or product as experienced by a non-professional.


Fairly, their choice of marketing strategy is justifiable with all these successful user-generated content campaigns trending in various social media platforms. Whether you're a startup business building an audience or an existing brand struggling to establish a solid base of loyal customers, developing a marketing strategy that heavily emphasizes user-generated content will benefit your product one way or another.


Understanding UGC: Its Essence and Its CapabilitiesTwo Ways User-Generated Content Can Keep Your Brand Relevant - Duct Tape Marketing


Before exploring the internet labyrinth and its mysteries, the first thing you should do as an adaptive marketer is to fully comprehend the value of user-generated content at its very core. If you need any presentation assistance for your brand, there are two things you should consider: a well-planned social marketing strategy backed by a structured social content approach, and a broad knowledge of internet copyrights.


You need to know that user-generated content can build or destroy your brand's reputation. A recent study shows that user-generated content is in demand – being produced and recommended to social circles at a rapidly increasing rate, especially among the younger generation.  As the reach of online platforms has expanded throughout Web 2.0, consumers have been given the freedom to express themselves in a span of seconds. People can post good and bad things about your brand, the quality of your service, and the performance of your product in a short amount of time. However, the most crucial part for any post apart from its authenticity is if the customer will end it with a call to action that recommends you.


Here are two ways user-generated content can keep your brand relevant:




  1. It does brand awareness campaigns for you.




Two Ways User-Generated Content Can Keep Your Brand Relevant - Duct Tape MarketingUser-generated content is pervasively dominating social media as if it were an epidemic outbreak, which is good. The Nielsen Company conducted a worldwide survey and found that consumers trust word of mouth marketing the most; 90 percent of survey-takers believe recommendations from people they know while 70% put faith in reviews posted by strangers online. Even millennials are said to be obsessed with user-generated content.


All these statistics have one common ground: authentic feedback. Buyers are more likely to get hooked on a brand due to real and trustworthy experiences provided by other users.


A good example is Starbucks' successful design-a-cup campaign in 2014. The campaign encouraged U.S. and Canada-based customers to design their own Starbucks cup, take a photo of it, and post it online with the hashtag #WhiteCupContest. The winner receives the privilege of having his masterpiece as the official design of Starbucks's limited edition reusable cup. In four weeks, the campaign received 4,000 entries. Yes, it wasn't a 5-digit figure but think about it – with each entry, dozens of friends and family members rooted for their participant and constantly shared it through online posts.


Another example would be Marc Jacobs' #CastMeMarc stunt in which participants posted their best modelling photos/selfies on Twitter and Instagram under said hashtag. Winners were scouted by the company for its  2014 advertising campaign. Within a day, Marc Jacobs received more than 15,000 submissions. Again, each entry had its corresponding supporters based on the participant's number of followers; each post was linked with a number of likes generated  by the connections of the aspiring winner.




  1. Even negative reviews increase your customer database.




Focusing the spotlight on customer reviews makes your brand more authentic. To make your brand more credible in the eyes of your customers, highlight people's feedback. Old-fashioned Two Ways User-Generated Content Can Keep Your Brand Relevant - Duct Tape Marketingmarketing strategies would opt to advertise positive responses. However, people would want to see the other side of the coin:  negative reviews. There is no perfect product so it's impossible to evade negative labels from buyers. After all, there is no “one size fits all” brand. Given this reality, it would be better if you admit the flaws of your product or service and make up for it.


Addressing negative feedback does more than elevating your ratings; it makes your customers feel that you are genuine as a seller and that you value customer service. SDI states that 30 percent of customers will return to a brand to see if there were any improvements made regarding their negative feedback.


According to The Retailer Consumer Report, 68 percent of consumers who posted a negative review on a social networking site (after an unpleasant holiday shopping experience) got a response from their corresponding retailers. Unexpectedly, 18 percent of these buyers were converted into loyal customers and bought more than they previously purchased.


User-generated content is a huge game changer in the field of marketing and advertising as it is the driving force that channels the attention of buyers and potential customers to your business. Therefore, it is important to create campaigns that does not only engage people, but also encourages them to spread the word about your brand.


REFERENCES:


Alter, Joanna. “3 Ways to Grow Your Business with User-Generated Content.” Marketo. June 3, 2016. www.blog.marketo.com/2016/06/3-ways-to-grow-your-business-with-user-generated-content.html


Duggan, Leeann. “Marc Jacobs Casts New Ad On Twitter, Selfie Storm Ensues.” Refinery 29. April 4, 2014. www.refinery29.com/marc-jacobs-instagram-casting


Foong, Louis. “Millennials Love User-Generated Content [Infographic].” Business 2 Community. March 29, 2016. www.business2community.com/infographics/millennials-love-user-generated-content-infographic-01497502


Loechner, Jack. “Retailer Follow Up On Negative Reviews Pays Off.” Research Brief. March 16, 2011. www.mediapost.com/publications/article/146630


MacKinnon, Katherine A. “User Generated content vs. Advertising: Do Consumers Trust the Word of Others Over Advertisers?.” 2012.


www.elon.edu/docs/e-web/academics/communications/research/vol3no1/02mackinnonejspring12.pdf


MacLeod, Sumari. “Why You Should Launch A User-Generated Content Campaign.” Hootsuite. December 16, 2015. www.blog.hootsuite.com/launch-a-user-generated-content-campaign


Pemberton, Chris. “Fuel Social Marketing with User Generated Content.” Gartner. June 10, 2016.


www.gartner.com/smarterwithgartner/fuel-social-marketing-user-generated-content


“Global Advertising Consumers Trust Real Friends and Virtual Strangers The Most.” Nielsen. July 7, 2009. www.nielsen.com/us/en/insights/news/2009/global-advertising-consumers-trust-real-friends-and-virtual-strangers-the-most.html


“Meet the #CastMeMarc Winners.” Marc Jacobs. July 3, 2014. www.youtube.com/watch?v=ywg-_kHbJyo


“Starbucks Invites You to Decorate its Iconic White Cup.” Starbucks. April 22, 2014. www.news.starbucks.com/news/starbucks-invites-you-to-decorate-its-iconic-white-cup


Rick EnricoRick Enrico is the CEO and Founder of SlideGenius, a global presentation design agency. He regularly publishes expert presentation tips on the SlideGenius Blog. He currently oversees an experienced team of designers, software developers, and marketing professionals that specialize in creating custom corporate presentations and cloud publishing applications. Connect with him on LinkedIn and Twitter.




PullString unveils all-purpose intelligent conversation platform

Staffed by ex-Pixar employees, the company describes the new release as the most complete expressive toolkit for text- and media-based characters.



Please visit Marketing Land for the full article.


Wednesday, September 28, 2016

20 Fascinating Topics That Every New Blog Should Tackle

When you know your stuff, writing a blog is easy, right?


Uh. Not necessarily.


I'd say that I'm pretty familiar with digital marketing. But when it comes to blogging, I still face challenges.


The challenge isn't my lack of knowledge; it's translating that knowledge into readable content-content helpful to you and other marketers.


Maybe you've faced the same challenge.


For some reason, conveying stuff you know inside and out is a lot trickier than it appears. Writing is difficult enough, but continually coming up with topics that would boost your online marketing efforts seems downright impossible.


In the old days, maintaining a business blog was more about appeasing search engine algorithms than appealing to actual humans. Back then, cramming posts full of keywords was the top priority.


Today, for a business blog to produce results, it has to appeal to humans first and search engines second. In fact, SEO and UX are basically one and the same.


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Gone are the days of blathering on ad nauseam about anything your heart desires.


Content marketing via blogging is one of the best ways to increase the online visibility of a brand. These days, though, the posts you create must be engaging, informative, interesting, and generally high in quality to get you anywhere.


Contrary to what you may have heard, quantity does not exceed quality here. Even so, coming up with fascinating topics for a blog is often difficult for business owners. Here are 20 topics and ideas to get you off to a great start.


1. Write a long-form post


In the business world, getting straight to the point is generally the way to go. Quick, snappy blog posts have a time and a place, but your blog will suffer if that's all you ever do.


Regardless of your niche, there are surely topics you could cover that require more than 400-500 words. Brainstorm topics that demand extensive, in-depth coverage, and then create long-form blog posts about them. The exhaustive nature of such posts will make them fascinating to anyone who is thirsty about the topic.


You may be aware that long-form blog posts-over 2,000-3,000 words-will rank higher, get more shares, and earn more links.


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This is the kind of traction you need to gain with your blog.


2. Be a reporter


Even if journalism was never your forte, pretend otherwise by reporting back to your audience about important events in your industry. Ideally, these should be events you have attended yourself.


There are, of course, differences between journalistic writing and blog writing. However, in today's content-driven world, there is also a lot of overlap.


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For example, write a blog about your experience at a recent trade show. At the event, take notes about the things you see and the people with whom you interact. Take photos, and include them in your post. Include your own insights to make the piece more personal.


3. Comment about a popular post


Part of maintaining an interesting blog is staying in the loop about happenings in your niche and industry. You should already be keeping up with blogs in that sphere. When a particularly interesting one pops up, write a post about it.


Doing this accomplishes a few things. First, it lets you engage with the community while delivering your take on the original post. Second, it gives you the opportunity to link back to the original post, which might result in a link in return. You'll gain exposure and, potentially, some backlinks!


4. Share your secrets


No, I'm not telling you to give away all your secrets. Rather, connect more deeply with your audience by giving them information about your business practices and processes “from the horse's mouth.”


It's all about transparency and authenticity, and it resonates strongly with readers. People enjoy feeling like they are privy to special knowledge.


I do this as often as possible, e.g., by updating my audience on the $100,000 challenge, showing all the relevant data, metrics, and revenue numbers, and sharing the lessons I'm learning from my experiment.


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Maybe it's time to pull back the curtain, and share your secrets in a blog post.


5. Round up industry experts


Establish relationships with key players within your industry through persistent social media activity. Once they've gotten to know you, invite thought leaders in your niche to share their views regarding a specific topic.


Compile all their contributions-with their permission, of course-and create a roundup blog post with them. Include links to each person's blog because they might return the favor.


6. Make an infographic


You probably have plenty of facts and statistics about your niche and industry at your disposal. Put relevant ones together, and use them to create an eye-catching infographic to share on your blog.


If necessary, hire someone to create it for you. Include it in a new blog post, and then provide commentary about the facts and statistics within the body of the post. Encourage sharing by providing an easy link for people to use.


7. Look at both sides of an issue


Posts covering the pros and cons of a particular issue, product, or service tend to be received very well, and they are usually a breeze to put together. Brainstorm and write down issues that tend to have significant advantages and disadvantages.


During the course of researching this kind of piece, you will become even more knowledgeable about your niche. In the post itself, speak directly to your audience. Ask them for their take on the issue. Through their contributions, you can develop even more fascinating fodder for your blog.


8. Go behind the scenes


Blog posts about your actual business should be kept to a minimum as they tend to be pretty yawn-worthy. From time to time, though, go ahead and give readers a glimpse of what makes your company tick.


Reserve these posts for behind-the-scenes topics your audience will actually care about. For example, share what your company does to prepare for a big trade show, or introduce a new employee who you suspect will be a real game-changer for the company.


9. Explain how to do something


How-to articles and blogs tend to do well because people overwhelmingly turn to the Internet for advice and instructions on accomplishing various things. If you can incorporate one of your products into a how-to post, all the better.


For example, perhaps there's a special way to use one of your products few people know about, or maybe there's a process people should follow to make the most of it.


Be as thorough as possible in your post. Explain it as meticulously as you can. Include videos and photos to drive home your point and to ensure people bookmark and share your article.


10. Interview people


Yep, I'm asking you to be a journalist again. Remember those thought leaders and industry experts from a previous tip? Interview one of them to create a full-fledged blog post about your niche or industry.


Thankfully, you don't have to be in the same room as your interviewee to talk to them. Come up with a list of questions your audience would be curious about, and email it instead. You could also post the questions via Twitter or another social media channel.


11. Make an FAQ post


Since you're already actively engaged with your niche and industry on social media-you are, right?-you can easily keep your finger on the pulse of what people are saying. More importantly, you can quickly figure out what they are asking.


Scour social media for questions from everyday people regarding your niche. Compile a frequently asked questions post to address them. You might even include links to questions on sites like Twitter and Facebook to gain a little link juice too.


12. Give readers the hard truth


I don't care what niche or industry you cover. There are sure to be at least a few elephants in the room or subjects that people are generally afraid to broach. As long as you have something useful to say, go ahead and have at it.


Controversial posts shouldn't be the bread and butter of your blog, but they can certainly stir up interest under the right circumstances. Tell it like it is in your blog from time to time to really wow your audience.


13. Share a case study


Blogs that explain how everyday people make use of a company's products or service can be pretty engaging. However, resist the temptation to make something up. Wait until you have something truly special to share, and then share it.


Ideally, you should get permission from the client or customer to feature them, and include their input in the case study too. While the piece will obviously be promotional to some extent, write it in a factual, journalistic way to avoid alienating your audience.


14. Start a series or a regular feature


Some topics are so extensive that they can't be covered adequately in a single post-not even a long-form one. When you run across one of these, consider breaking it up into a series for your readers. Create cliffhangers at the end of each one to keep them coming back for more.


You could also come up with a weekly or monthly feature for your blog. For example, you could highlight happenings regarding your niche in social media every Monday, or you could feature a new product or service every month.


15. Make a really long listicle


By now, we're all familiar with the standard listicle, which typically contains 5-10 related points. This has been done so much that people don't get very excited about it anymore.


Improve on the concept by coming up with a really long listicle that pertains to your niche. But do so only if the topic at hand is deep enough to warrant it, or you will end up with a bunch of similar-sounding points.


16. Stir controversy


Think of some common views or beliefs regarding your niche. You are sure to disagree with at least a few of them, so write posts expressing your viewpoints, challenging the accepted opinions.


Doing this will likely invite controversy, so be sure to write these posts in a tactful way. Don't attack others. Instead, explain why you think the status quo has it all wrong, and challenge readers to convince you otherwise.


17. Debunk some myths


What are some common misconceptions or myths regarding your industry or niche? Compile a list, and then use it to create a really fascinating post for your audience.


Make sure you back up your claims, though. Otherwise, readers will lose their interest when they realize they're reading the rants of someone who really doesn't know what they're talking about. Approach writing such an article with the intention of providing as much useful and usable information as possible.


18. Share customer success stories


With any luck, satisfied customers will occasionally contact you to express their appreciation. When this happens, ask them if you can feature their comments in a blog post for your business.


In this type of post, begin by describing the problem the customer was facing. Describe the product or service they used, and then explain how they were able to solve their issue by using it. If possible, include additional comments from the actual client to make the post especially engaging.


19. Perform research to delve deeper


At a certain point, you will exhaust the resources regarding facts and statistics concerning your niche. Avoid becoming repetitive, and conduct your own research.


This could mean something as simple as posting an online survey for your existing readers and sharing the results. However, you might even want to hire a market research firm for assistance. If you can present brand-new facts and information to the world, your blog will be better, and you will have a lot more to go on.


In your post, include visual representations of data to help people make sense of it. A simple pie chart or bar graph can make a huge difference.


20. Share a link roundup


As you run across interesting posts, memes, and other content regarding your niche, save them. After accumulating 10 or 20, write a link-roundup post featuring each one.


This is great for a few reasons. First, it forces you to stay up-to-date on your industry news and helps you bring relevant information to your audience. Second, it lets you branch out and opine about all kinds of content. Finally, it may even enhance your link-building strategy, which never hurts.


Conclusion


In a perfect world, none of us would ever have to cope with writer's block.


The ideas would flow freely and continuously. Since that's not the case, use this list of topics and ideas to kick-start your new blog.


When readers visit your new blog and are presented with an array of fascinating posts, they're likelier to engage with it, bookmark it, and keep coming back for more.


And that's exactly what you want to happen.


Have you already covered one of the ideas listed above? Which new ones are you excited to try?




Going Global in Marketing Involves More Than Just Translating The Words

Globalization is key to Modern Marketing. Global companies stand out from competitors, can work with remote teams in other countries, reach new and different kinds of customers and engage more deeply with segments in alpha cities.



But as the Harvard Business Review points out, going global is “much easier to admire than to imitate.” After analyzing 20,000 companies in 30 countries, HBR “found that companies selling abroad had an average Return on Assets (ROA) of minus 1% as long as five years after their move.” As the magazine notes, this may be because companies aren't learning enough about the culture of their new markets.



Getting tone right is critical to success in marketing abroad.



Formal or Informal

Translate everything! This is the first thought most companies have when they want to go global. But translation is more than word-for-word substitution. It's also about using the words people prefer and expect. This is a matter of tone. What good is a message that cuts through all the noise and clutter, just to be ignored by customers because it's boring or offensive? As our mothers taught us, “It's not what you say, but how you say it.”



One measure of tone is formality or informality. Do these customers expect you to be buttoned-up and business-like? Or do they expect you to be conversational and familiar, using idioms and slang that bridge the gap between business and customer? Marketers must research customer groups in these new markets to understand which tone is more appropriate.



Marketers must also remember to ignore their own preferences. When being sold to, most people enjoy formality or informality based on the country they grew up in and the kind of advertising they've internalized. But around the world, different segments respond best to different approaches.



For example, Native English speakers from North America often like informal tone in B2C communication and prefer to be treated like an old friend by businesses. This is evident in the success of US campaigns, like Budweiser's “Whassup?” ads, McDonald's “I'm Lovin' It” motto, and “PC vs. Mac,” which ridiculed formal PC next to informal Mac.



However, not all customers will appreciate it if a company speaks to them this casually.



The French Connection

Recently, I became the B2C liaison between North America and EMEA at Oracle Marketing Cloud. As a result, I spoke with my colleagues - who manage the UK, Germany, France, Spain, and Portugal offices-to learn more about their customers.



A French manager revealed something new to me: French customers prefer a certain distance between themselves and companies, which is unlike other European countries that embrace the US's more relaxed B2C culture (like Germany, for instance). French customers want companies to speak to them in a way that US marketers would probably think is ornate and long-winded. What US customers might think is fluffy or maybe uptight, French customers tend to embrace as a sign of elegance and respect.



McDonald's slogan in French isn't Je l'aime, the literal translation of “I'm lovin' it.” It's C'est tout ce que j'aime, which means “It's all that I love.” The takeaway? French customers, generally speaking, expect formality!



Here are the three things that I learned from these experiences: 



1. Qualitative Research

Personally talking to a native speaker to learn about their region's culture is critical when entering new markets.



2. Translation Takes Time

Translation is so time-consuming because, if done right, it reflects not only fluency of language but also fluency of mindset.



3. Emotion Plays a Role

Translation, intonation, and globalization all involve what sociologists call emotional labor, or work that has “deliberate attempts to shape [other peoples'] feelings.” Emotional labor is exhausting, but often it's not seen as the challenge it really is-both in the workplace and in life.



Before you communicate with new customers in a new part of the world - discover the nuances of their linguistic culture. Translate with the right tone to craft an authentic message, even in a new language that may be Greek to you.



What are some other concerns your business should consider before going global? There are a lot of details to address when it comes to building an organization, especially abroad. Download the The CMO Solution Guide For Building A Modern Marketing Organization today to get off to the right start!



CMO Solution Guide for Building a Modern Marketing Organization



How to Add Real-Time Communication to Your Existing Marketing Stack

Let's think back to the early days of social media for a moment, and how it impacted our marketing.


Not only did it bring the potential of massive free exposure, it radically increased transparency as well. Every good or bad customer experience suddenly became a potentially viral story. And thus the relation between business and consumer was changed, forever.


But social media isn't at the top of the digital food chain anymore. As of 2015, messaging apps have overtaken social networking apps in monthly active users.


messaging-apps-surpassed-social
In 2015, messaging apps overtook social media platforms in monthly active users. (Image Source)


This balance tip coincided with a few other developments: Facebook's launch of Messenger for Business, WhatsApp announcing a move into B2C communication, an increasing reliance by businesses on message-based communication tools like Slack, and advancements in artificial intelligence (AI) entering a critical phase. The last point was nicely illustrated by AlphaGo wiping the floor with our human champions in Go.


Chris Messina, the guy who brought us the #hashtag, noticed the interplay between these developments, and concluded in a post on Medium that we're at the brink of another revolution in B2C relationships.


Where before you would use your messaging apps for simple interactions with friends, the above developments allow them to be used for real-time conversations with businesses as well – whether that's with a service rep or an intelligent chatbot. He dubbed this new era of B2C relationships 'conversational commerce'.


So, how can you take advantage of this development? How can you integrate real-time communication into your existing marketing stack?


First, let's clarify why you'll want to jump aboard this trend in the first place. Then we'll share some ideas and company examples that will help you start off today.


The Promise of Real-Time Communication


For years, marketers have known the power of 'now'. Pay attention to the banners and billboards you'll run into throughout the rest of the day, and notice how often they're filled with maxims like 'instant access', 'same day delivery', and 'quick checkout'. Immediacy strongly impacts our buying behavior.


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Amazon Prime, a prime example of our desire for immediacy. (Image Source)


In The Art of Thinking Clearly, Rolf Dobelli shares an experiment into our weakness for 'right now' with two groups of participants.


Group A was asked whether they would rather receive $1,000 in 12 months, or $1,100 in 13 months. Most chose the 13-month option, because where else will you find an investment option with a 10% monthly interest rate?


Group B was offered a slightly different choice. They could choose to receive $1,000 today, or $1,100 in one month. Here, most people choose the $1,000 today option. This is remarkable. The choice is basically the same – except that the $1,000 today targets our weakness for wanting things right now. That's hyperbolic discounting, our irrational preference for what we can get now over what we can get in the future.


Real-time customer service has a similar effect on our preference for right now. According to a Forrester Research study, 57% of online customers leave a website if they don't receive a quick answer on their question.


This was confirmed in a case study with Intuit, the company behind the financial products QuickBooks and Mint. By placing live chat for real-time support during its checkout process, Intuit increased its average order value by 43%.


From “Interaction” to “Relation”


A major benefit of communication via messaging apps is that it results in a permanent and low-barrier connection with the customer.


Once a phone call with a customer is over, the connection is broken. That is not the case with email, but email has a high barrier to contact compared to writing a message on Facebook.


A permanent low barrier connection promises a major increase in customer interaction – keeping your business top of mind and always accessible.


Also, when a conversation picks up again, it happens within the context of a messaging thread. This makes it easier for support reps to understand the situation and provide a good answer. While emails and phone calls are mere snapshots, messaging threads represent long-term relationships.


Lower Costs per Interaction


As mentioned above, the existing messaging thread will prevent duplication. Things become more efficient when customers don't have to repeat their issue with every service handover – not to mention more pleasant.


At the same time, advancements in natural language processing fuel expectations of chatbots soon solving many support questions that humans are tackling at the moment. Not all, of course. But a modest 20% would already represent a huge gain in efficiency.


We're still some years away from scenes like in the movie Her, in which we're having natural conversations with smooth sounding chatbots that are indistinguishable from those with humans. What is closer and easier to picture, however, is a sort of 'chat cyborg' – a human service rep that uses AI to deliver a superior service.


When a question comes in, AI runs it through the database of customer interactions and offers answer suggestions to its human colleague. The human serves as the last check, and can choose to override the suggestions or adjust them. The AI learns from the answer that is given, as well as the response from the customer (was it the right response?). That way, the chat cyborg is continuously growing in smarts and efficiency.


Now let's look at how you can start with reaping the fruits of these developments today.


How to Get Started With Real-Time Communication


Live Chat on your Site


Web chat has been around for some years, but is developing fast together with the abovementioned trends. You implement a live chat window on your website, through which visitors can reach out and receive support.


Live chat offers many of the benefits described above, such as the power of instant support and minimizing duplication. What makes it especially powerful is that the chat is available at a critical moment in the buyer's journey – on the website.


A customer might be ready to buy, but has some small concerns or questions before doing so. With live chat there's no need to delay the purchase, since questions can be resolved on the spot.


A great example of how to do chat right is Apple's live chat service.


apple-support
Live chat is an important ingredient in Apple's service setup.


If you're an Apple user, I recommend you try it out next time you have a service question. You receive full and detailed answers in no time, which suggest they make use of an intelligent knowledge base in the backend.


apple-live-chat-suppport


Facebook's Messenger for Business allows live chat providers to connect to their platform, and tools like Telegram and WeChat are open for this as well. We can expect tighter integrations between website chat and messaging support in the future.


facebook-messenger-for-business
Rogers connected its support team with Facebook to help customers via their favorite channel.


Messaging support


Messaging support is very promising, simply because it's so darn convenient for consumers. They send a question through their favorite messaging app, and receive an answer in their back pockets.


For this to work, you need to hook up your support team to your messaging channels – be it Facebook, WhatsApp, WeChat, Telegram, or a combination – and let your customers reach out to you.


One example of a business deploying large scale messaging support is Livecrowd, a Dutch company offering next-level customer service and experience for mass crowd events. Think festivals, football matches, or concerts (see Beyoncé's concert page below). Such events are major logistical challenges. A quick and easy way to advise visitors about transport or safety is invaluable.


livecrowd-beyonce-world-tour-page
Messaging support is perfect for customers on the go, such as music event visitors.


Another messaging example from the Netherlands is KLM, Royal Dutch Airlines. Since a few weeks, they've added Facebook Messenger support to their booking process.







This makes it easy for flyers to check the status on their flights and ask support agents any questions:


klm-messenger-support
Managing your booking with an app you're already familiar with.


When you're booking a flight and are logged into your Facebook account, you can select to stay updated about your flight through messenger. When you have a delay, for example, you receive an update on the app. You can also receive your boarding pass through Messenger, or ask questions to the KLM service team directly.


As you can see, part of KLM's messaging support is automated. Which brings us to the next application.


Chatbots


Chatbots are a hot and exciting area of the tech industry, mainly because they're fueled by advancements in machine learning.


Slack allows you to connect an existing chatbot to your team or build one with its own logic, while Facebook's Chatbot API allows you to build a bot for Messenger. There are also plenty of third party apps that allow you to set up a chatbot fairly easily, such as Motion AI.


One example of the extensive use of chatbots is Call of Duty. Players can connect with Lieutenant Reyes chatbot, and solve a not-so-easy-to-solve puzzle. This chatbot sent over six million messages to its gamers in total.


Chatbots will only become more interesting with the continuous advancements in machine learning. The more intelligent the chatbots become, the more customer interactions can be left to them.


How to Get Started


Make a comprehensive communication plan.

To get started with real-time communication, you'll need to integrate it in a comprehensive communication plan. Ask yourself: What channels make sense for me and my customers?


Set up a dedicated service team.

The fact that conversational commerce is based on text means that compared to phone, more interactions could be done per service agent. But you'll also have a lower barrier for contact, so you can expect the number of customer interaction to rise. You'll need a dedicated real-time communication team to support this.


Empower frontline employees.

In real-time communication, speed is king. Zendesk stated that customer satisfaction in live chat dropped after 30 seconds of waiting. Since you'll be having so many customer inquiries requiring fast responses, it's essential to empower your frontline employees to resolve issues themselves. The number of cases that require involvement from higher up should be minimized.


Set up communication guidelines.

That doesn't mean your real-time communication should be a free-for-all. On the contrary, it takes directed effort to maintain a consistent voice across all channels. Like The Economist maintains a style guide for its articles, you should require a style guide for your real-time communication as well. On what level of familiarity will you communicate? If you'll speak in English, will it be British or American?


Play together with your other channels.

In the world of conversational commerce, one-on-one conversations will cover a much wider area of topics than before. That's why your frontend employees need to be well aware of all external communications. Whether it's social media, content, email, or performance marketing – your real-time communication channel needs to be in sync.


Track key metrics.

One key benefit of written communication is that it can easily be tracked. Most live chat solutions, for example, have standard integrations with analytics solutions like Google Analytics and Kissmetrics. With them, it's easy to measure key indicators of quality communication: first response time, handovers per issue, service ratings, etc.


Conclusion


We really do seem to be at the brink of another revolution in the relationship between businesses and customers.


You can start reaping the benefits of real-time communication today, by taking the first steps with website chat, messaging support, and chatbots. Happy chatting!



About the Author: Pascal van Opzeeland is CMO of Userlike, software for website and messaging support. He and his team share tips about customer communication on the Userlike Blog.




10 Tools to Help Marketers Get More Out of Twitter

10-twitter-tools-for-marketers


Most marketers understand that their Twitter efforts need to go beyond consistent tweeting if they want to grow their following and boost engagement. It takes commitment, strategy and constant management.


But as social networks and audiences continue to evolve-and marketers find themselves juggling more social networks and content responsibilities each day-staying on top of it all can be daunting and even frustrating. In fact, B2B marketers use an average of 6 social media platforms to distribute content, according to the Content Marketing Institute and MarketProfs 2016 B2B Content Marketing Benchmarks, Budgets and Trends-North America report.


Sound like you?


Well, the good news is that there are a number of tools that can help you manage your Twitter account, as well as make it easy for you to share, interact and grow your following-and even mine for new content ideas and gain a better understand the impact of your content-so you can make all your effort count.


Whether you want to boost visual content, host a Twitter chat or find relevant followers, below we dive into some of the tools that are worth your consideration if you want to get the most out of your Twitter efforts.


#1 – Bit.ly


Bit.ly has long been known as a tool for shortening links, but that's certainly not its only capability. By signing up for a free account, you can also use the tool to share links to multiple Twitter (and Facebook) accounts and individually track performance of those links-allowing you to quickly share content and get insight into how your audience interacts with that content. In addition, with an enterprise account you can create a branded short domain and get deeper audience analytics.


Bit.Ly as a Twitter Tool


#2 – Hootsuite


Hootsuite has been my go-to social media management tool since my journalism days for a few different reasons:



  • You can post directly to Twitter and other social media pages within the platform.

  • You can schedule out posts, making it easy to post consistently.

  • You can monitor all your feeds, allowing you to instantly interact with those you follow and your own followers.

  • You can track the conversations around specific hashtags or keywords by setting up an individual stream.


With a free account, you can also get access to some basic analytics, content suggestions and the ability to integrate two RSS feeds so you can easily share relevant content from your own blog or other trusted sources. Hootsuite also offers Professional, Team, Business and Enterprise plans that allow you to customize the tool for your own unique needs.


Hootsuite as Twitter Tool


#3 – BuzzSumo


If you're looking to create better content, discover relevant influencers or both, BuzzSumo could be the tool for you. This little excerpt from their website sums the tool up up nicely:


“BuzzSumo gives you insight into what content is working, and the influencers amplifying it.”


When it comes to hot content, BuzzSumo allows you to instantly search and discover the most shared content within the last day, week, month, six months or year. In addition, you'll see data for the engagement and shares that content has received across social networks, and the number of linking domains.


BuzzSumo for Twitter Content


To find relevant influencers, the tool allows you to search by username or topic. Some of the insights you'll find are page authority, domain authority, number of followers, retweet ratio, reply ratio and the average number of retweets.


BuzzSumo for Influencer Research


#4 – Keyhole


With Keyhole you can track hashtags, mentions, keywords, URLs and Twitter accounts in real-time, which can be especially useful for keeping track of the conversation and engagement happening around your company or brand-or even your top competitors.


Below is a sample of the tracking information you'd see for #digitalmarketing. You can see that the data includes the top posts, related topics, recent users, the most influential users, and some analytics.


Keyhole as a Twitter Tool


While Keyhole isn't free, it offers several different size plans from professional to enterprise-and there's a free trial option.


# 5 – Periscope


These days, it's pretty safe to say that all marketers understand that video is an increasingly important marketing tool for capturing audience attention, showing value and encouraging engagement across the digital universe. Using Twitter's Periscope app, you can natively share live video that is a little more raw and authentic, giving your audience something more visual and compelling to interact with.


Periscope Live Video App for Twitter


#6 – Buffer


Buffer is another fantastic social media management tool that allows you to consistently schedule tweets and other social posts. But one of the big advantages of this tool is that it shares your content at the best possible times throughout the day to maximize exposure.


In addition, Buffer recently added video sharing capabilities, as well as Pablo, which allows you to create beautiful and perfectly sized images.


Buffer for Twitter


#7 – Crowdfire


Crowdfire was originally built to be the answer to the frequently asked question: “Who unfollowed me on Twitter?” But now the tool has “matured into a holistic friend management platform,” according to its website.


The “Copy Followers” is one of the most interesting Crowdfire features, allowing you to search similar users' followings and “copy them” to the list of people you're following. The idea here is that they'll want to follow you, too, since they're already following someone similar to you or your brand.


Crowdfire for Twitter


Crowdfire also gives you the ability to see who you're following that is inactive and makes it easy for your to unfollow them. You can also keep track of how the content and updates you share actually affects your follow and unfollow stats. This information can give you a good idea of what types of updates are turning people off and enticing them to follow.


#8 – Twubs


Over the past couple years, Twitter chats have emerged as a marketing tactic that allows brands and marketers to connect with their audience, build awareness and showcase what they have to offer. Twubs is a tool that allows you to find and follow relevant Twitter chats, or even host your own.


Twub for Twitter Chats


Other tools that can help you manage a Twitter chat include: TweetChat.com, Tchat.io, Twitterfall and TwChat.


#9 – SocialRank


SocialRank is a tool that can help you better understand and analyze who your most engaged or most influential followers, helping you identify and track important people who you should be engaging with.


The basic account is totally free and gives you the ability to filter and sort your followers, view their full profiles and connect multiple social accounts. There are also Premium and Market Intel versions that offer a host of other features and benefits such as the ability to send a direct message to multiple recipients.


SocialRank Tool for Twitter


#10 – Twitter Analytics


The native analytics dashboard within Twitter is a must-use. It's free, simple and already built into the platform-you just have to turn it on. The dashboard features detailed overview of all your activity for the past 28 days, including your top tweets, top mentions and top followers.


Twitter Analytics Dashboard


What is your favorite Twitter tool and why? Share it with us in the comments section below.




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The post 10 Tools to Help Marketers Get More Out of Twitter appeared first on Online Marketing Blog - TopRank®.