The Top Industries in Social Customer Care – vía @socialbakers


Each quarter, we release a ranking of the most responsive industries on Facebook, so that you can benchmark your level of customer care against the market standards. Check out the latest results for Q2!

Since we introduced Socially Devoted as a standard in social customer care, brands have improved the way they deal with questions on their Facebook and Twitter walls.

Taking a look at a year’s worth of data, we’ve spotted some interesting trends. For example, our quarterly industry rankings show that Airline, Telecom, and Finance are consistently the three most responsive verticals on Facebook. The latest results show that the Airline industry is in the lead (with a 79.1% Response Rate), followed by companies in Finance (77.7%), and Telecom (75.2%).

Leaders in Respective Industries

The average Response Rate of all the studied brand pages (22 961) was 62% with an overall average response time of 1 153 minutes. That means that the FMCG, Electronics, Alcohol, and Automotive Industries performed below the overall average. Keep in mind that our Socially Devoted criteria state that brands must reach a 65% Response Rate.

1. Airlines

Royal Dutch Airlines (KLM) have the most responsive Facebook Page in their industry, with an outstanding 97.21% Response Rate and a Response Time of 45 minutes.

Airlines industry benchmark: Response Rate: 79%, Response Time: 475 minutes

2. Finance

South African FNB responded to 97.61% questions on Facebook in Q2 and did so within 60 minutes, on average.

Finance industry benchmark: Response Rate: 78%, Response Time: 575 minutes

3. Telcom

Clients of Claro, a mobile operator in Gautemala, can expect most of the answers to their questions (98.34% Response Rate) in about 32 minutes.

Telcom Industry benchmark: Response Rate: 75%, Response Time: 495 minutes

4. Retail

In case you have any inquiries concerning Tesco products, you can rely on a 93.35% Response Rate and a 98 minute Response Time.

Retail industry benchmark: Response Rate: 66%, Response Time: 743 minutes

5. Fashion

Hungry for fashion tips? Black Milk Clothing covered most of the questions during Q2 (91.06%) in 72 minutes on average.

Fashion industry benchmark: Response Rate: 65%, Response Time: 733 minutes

6. FMCG

Indonesian baby formula Aku Anak SGM dominates the FMCG industry with an 87.79% Response Rate and a 906 minute Response Time.

FMCG industry benchmark: Response Rate: 57%, Response Time: 1 026 minutes

7. Electronics

Samsung in Norway (Samsung Norge) reached a high Response Rate in Q2 (87.63%), however it takes them more than 17 hours to respond (1 062 minutes).

Electronics industry benchmark: Response Rate: 47%, Response Time: 1 166 minutes

8. Alcohol

Tequila Centenario became the most Socially Devoted brand in the alcohol industry with a 89.43% Response Rate and a 389 minute Response Time.

Alcohol industry benchmark: Response Rate: 38%, Response Time: 812 minutes

9. Automotive

SEAT Mexico customer service is nearly perfect thanks to a 93.26% Response Rate and a 547 Response Time.

Automotive industry benchmark: Response Rate: 38%, Response Time: 985 minutes

Don’t forget to check out www.socially-devoted.com! You’ll also be able to see the Twitter results for the last three quarters.

MercadoLibre Advertising lanza ProductAds en Argentina y la región – vía @sitemarca


Este nuevo formato publicitario tiene como objetivo hacer más eficiente las acciones de los anunciantes dentro del sitio, a través de un sistema de segmentación inteligente.

mercado-libre

Por otro lado, facilitan el proceso de creación e implementación de anuncios mediante la integración automática con los sistemas de los anunciantes.

Los ProductAds funcionan gracias a una tecnología que permite entender el comportamiento del usuario, recopilando el historial de navegación, las consultas realizadas, sus gustos e intereses.

Así, el anuncio que se mostrará será el más relevante para cada usuario. De esta manera, se maximiza la segmentación del mensaje publicitario, mejorando la performance y el Retorno de Inversión de las campañas dentro del sitio.

Asimismo, el nuevo formato de anuncio incluye foto del producto, descripción, precio y el logotipo del anunciante. Esto garantiza una mejor exposición de la marca y del producto.

“El diseño de ProductAds nació en respuesta a las necesidades y la dinámica de los anunciantes que buscan maximizar la experiencia del usuario que navega en MercadoLibre.

De esta manera, innovamos y unimos dos conceptos claves del marketing online: el contenido y la relevancia. A partir de ahora, los anunciantes de todos los tamaños pueden disponer automáticamente de toda su lista de productos en nuestra plataforma”, dijo Valeria Vinitsky, Head de MercadoLibre Advertising.

Mejorar la vinculación de cuentas de Analytics y AdWords


Vía
Central de ConversionesEl Blog oficial de las herramientas de medición de Google

Hoy estamos felices de anunciar algunas mejoras útiles que facilitan que los dueños de las cuentas de Google Analytics y AdWords vinculen sus cuentas.

Estos son unos beneficios específicos de combinar los datos de AdWords y Analytics:
Todas estas características dependen de la vinculación de las cuentas de AdWords y Analytics, y este proceso es más fácil que antes. Anteriormente, vincular las cuentas implicaba varios pasos en muchas páginas dispersas entre dos productos, y este proceso ahora se ha consolidado en unos cuantos pasos en un asistente de vinculación.

Una vez que el nuevo proceso de vinculación se lance en todas las cuentas de Analytics en las semanas venideras, podrás crear vínculos adicionales desde la sección de Administración de tu cuenta de Analytics. (Si iniciaste sesión en tu cuenta de AdWords, también puedes vincular las cuentas al ir a Tools and Analysis > Google Analytics [Herramientas y análisis > Google Analytics] y seguir estas mismas instrucciones). Solo haz clic en AdWords Linking (Vinculación de AdWords) en la columna Account (Cuenta) y luego haz clic en el botón New link (Vínculo nuevo) para iniciar el asistente de vinculación.

What People Do on Your Site and Why – thnkz to @TheGrok


http://www.bryaneisenberg.com/

In the most general scheme of categorization, we’ve learned that each of the millions of different personalities falls into one of four main groups, which my brother and I labeled in 2001 in our book “Persuasive Online Copywriting” as Driver, Amiable, Expressive, and Analytical, and later renamed them to:

  • Competitive. Fast-paced decision-making, logically oriented
  • Spontaneous. Fast-paced decision-making, emotionally oriented
  • Humanistic. Slow-paced decision-making, emotionally oriented
  • Methodical. Slow-paced decision-making, logically oriented

It doesn’t really matter what you call them. The thing is, you need to become intimately acquainted with these personalities. They are your website’s visitors. And once you know who they are, you have the inside track on how you shape your design and writing to persuade them most effectively.

At the most fundamental level, all people are motivated by a single, critical question: what’s in it for me (WIIFM)? Their dominant personality types strongly influence how they ask that question, perceive value, and consciously – or more typically, subconsciously – approach a decision-making task.

You can certainly see this behavior when you listen to people during usability tests. In fact, check out this video for people searching for “black diamonds.” Listen to their choice of words, how certain things make them feel, and what moves them forward or causes them to stumble.

 

Usability pundit Jakob Nielsen shared the results of an eye-tracking study he performed in 2007 on the U.S. Census Bureau’s home page. He uses gaze plots to describe four main types of visitor behavior: “search-dominant,” “navigation-dominant,” “tool-dominant,” and “successful.” If you were to look at these four types of behavior through the lens of the personality types you would naturally see beyond what people gazed at and clicked on, and into why they acted the way they did. It’s a natural preference.