Digital Marketing Roadmaps – Vía @intersection1


social media strategy roadmap


Are you a fan of those BIG strategic reports? You know… the ones that never get read, gather cobwebs at the back of your filing cabinet or get used to keep the door to your office propped open. 

You will be happy to know that your Intersection Digital Marketing Road Map will be presented in a visual, concise and easy to read format.

You will receive a straightforward, no-nonsense plan that includes sets of strategies, tactics and objectives for your organization to work through over a six to twelve month period.

The following areas make up the framework that’s used to design your digital road map:

  1. Research
  2. Planning
  3. Implementation
  4. Management
  5. Measurement

The end result is a manageable plan that is customized to your specific marketing and communication needs – and takes into account the capacity of your organization.

How To Measure Your Loyalty Program’s Incremental ROI – vía @cmo_com


Prior to launching a loyalty program, smart marketers build ROI models…

Vía CMO.com
…that forecast incremental profits based on anticipated lifts across three key customer revenue variables: average order size, yearly purchase frequency, and yearly retention rates. These models make assumptions on funding, breakage, and participation rates to estimate results.

ARTICLE HIGHLIGHTS:

  • How can you tell what loyalty members would have spent if no program existed?
  • New customers are a particularly good segment to break out for high-level comparison.
  • The purest way to measure incremental lift is to randomly assign every existing and new customer to a control group.

    Full article 🙂

For example, “Compare Members versus Nonmembers” section, we performed the following analysis:

• Identified every shopper, loyalty program member and nonmember that made at least one purchase over first three months of loyalty program. For the member group, the purchase had to be made within 24 hours of registering for the loyalty program.

CMO Wake-Up Call: Actionable Insights Await In The Contact Center – thnxz @incontactCMO


Marketers are abuzz over numerous new ways to reach out and engage with customers“.

by Mariann McDonagh. Follow Mariann @incontactCMO

Social media is becoming a mainstay, mobile marketing is surging, and voice-of-the-customer (VoC) research programs are in vogue. Marketers are even setting up command centers to track and analyze online customer feedback. We’re learning how to listen, relate, adjust, and respond to customers in ways we never imagined.

ARTICLE HIGHLIGHTS:

  • The contact center presents a unique opportunity to hear the real voice of the customer.

  • Actual customer conversations are potentially more authentic than research gleaned from controlled studies.

  • Your contact center is on the front line of customer service

    Full article? here 🙂

Marketing de contenidos de su marca – Gracias a @MkDirecto @HubSpot


El ingrediente esencial para que el consumidor nacido al calor de la nueva era 2.0 caiga realmente rendido a nuestros pies es el contenido. Las marcas tienen que generar no sólo mucho contenido sino que además tiene que ser de una calidad óptima. ¿Cómo fusionar cantidad y calidad en la creación de contenidos? Creando una potente maquinaria con los engranajes que enumera HubSpot en la siguiente presentación:

Let Your Fans In: The Advantages of Open Facebook Walls // via socialbakers.com // @socialbakers


 

Since we first launched Socially Devoted, brands have really upped their games, increasing the responses to customer questions through social media platforms. We wondered why some brands still have closed walls.

Throughout 2012, as the value of social media and online customer care became apparent, we noticed that companies set up presence and started to focus on two-way communication. Several brands, such as Nivea Men USA and Whirlpool opened their Page walls that were previously closed. And it pays off! Whirlpool is Socially Devoted with a Response Rate of 82,42% and Nivea Men USA is almost there, responding to 64,29% of questions on Facebook.

Via socialbakers Social Media Statistics

Whirlpool opened its Facebook wall and now responds to 82.42% questions! Worth it!

In 2013 we see the smart brands focusing on the quality of relationships, competitive analysis and the consistency of data.

 

However some brands are still lagging behind and don’t even allow their customers to contact them via Facebook. These include PumaDolce & Gabbana and Blackberry. Altogether these brands do not allow a total of 15 979 004 fans to have a voice. Leer más “Let Your Fans In: The Advantages of Open Facebook Walls // via socialbakers.com // @socialbakers”

Pan-Session Analysis With Google Analytics


 

Marketing Measurement & Optimization

Multi-Session Analysis With Google Analytics

When it comes to analytics, I am a big fan of pan-session analysis. Pan-session analysis provides insights across multiple visits by the same person. For almost every website it is an incredibly, powerful way to understand your visitors better.

Online-behavior.com

By applying the insights you derive from this analysis, you can further optimize your visitor’s experience and conversion rate.

In the following paragraphs I will describe five different pan-session analysis techniques that deliver great insights.

  • Frequency and recency analysis
  • Time and visits to purchase analysis
  • Pan-session funnel analysis
  • Multichannel analysis
  • Customer analysis

Let’s start with frequency and recency reporting.

1. Frequency And Recency Analysis

Frequency and recency metrics and distributions show you how loyal your audience actually is. Do your visitors only come once and never return? Or do you have a great deal of visitors who come to your website even more than three times a week?

Let’s take a closer look at two reports. First, the ‘count of visits’ report, which shows the frequency of visitors (direct link to report):

Count of Visits report

Almost 80% of the visitors to this website visit the website just once and don’t come again. That doesn’t look very good. Let’s dive into the recency metric, in the ‘days since last visit’ report (go to this reportand click on ‘days since last visit’ tab).

Days Since Last Visit report

The recency graph on itself doesn’t look bad. Almost 90% of the visitors visited the website within the last day. But, we have to subtract the new visitors to get a good overview of the returning visitors percentage and how often they visit the site.

With the combined overview of recency and frequency metrics I would conclude that this website really needs to invest in building a stable base of loyal subscribers / visitors.

Posting new content (a blog?) and offers on a more regular base would definitely help to keep the visitors engaged with this website.

2. Visits And Time to Purchase Analysis

In order to find out more about the product buying decision cycle, the visits and time to purchase reports deliver very useful information. You can find these reports in the E-commerce module of Google Analytics (if you have E-commerce implemented, here is a direct link to report). An example of a “Visits to Purchase” report is shown below:

Visits to Purchase report

In this case roughly 40% of the visitors convert within the first visit and 70% needs one to four visits to come to a buying decision. Wow, 20% of the conversions on this website take place after seven or more visits. What’s happening here?

A lot of websites contain landing pages that are too much focused on making a direct sale. It is extremely important to segment your visitors and apply different tactics to make them convert. The “time to purchase” data shows a similar distribution as we saw earlier:

Time to Purchase report

Now it’s time to segment your data further and find out which visitors convert the highest (visitors from a geographical region, certain campaign traffic, etc.) and which visitors don’t. You can use different strategies for each visitor segment. Leer más “Pan-Session Analysis With Google Analytics”

The Value Elevator Speech for your Innovation | innovationexcellence.com


The Value Elevator Speech for your Innovationby Stephan Liozu

Are you able to clearly articulate the value proposition for your innovation, your business model, or your startup? Can you recite in one quick minute this value proposition and two to three value drivers that illustrate its power and monetized differential value? If you are a business leaders in the trenches, a multi-tasking entrepreneur or a busy innovator, chances are that you have not gone through the exercise and are not ready for it.

I was recently participating in a top management conversation at a fairly large high tech start up and I asked leaders around the room if they were able to articulate the business model value proposition and their critical value drivers. The question took them by surprise and generated some interesting internal discussions. I was invited to speak with them about their potential pricing problems but we quickly realized that the problem resided in the business model fundamentals and the overall value proposition. The conversation uncovered internal disagreements, some frustration among the various executives, and a real need to take a step back and reflect.

Case closed! How can one have a creative and constructive discussion on pricing models without have a clear idea of what your innovative business model is all about and what types of differentiating features you bring to your customers? This is fundamental exercise that every marketing manager, business manager, innovator,  and entrepreneur should go through to create a crisp value story that will create excitement and interest for customer, investors and partners.

There are three critical elements to work as shown in the figure below.

Leer más “The Value Elevator Speech for your Innovation | innovationexcellence.com”

2013: THE YEAR BRANDING MARRIES CONTENT? BY CHUCK KENT




Three Experts Speak Out On The Intersection of Branding and Content Marketing

The rise of consumer control, particularly via social media, and the unprecedented ability of consumers to choose, or reject, messages Content marketing has been around for over 100 years, ever since The John Deere company introduced The Furrow, a custom-published magazine designed to help farmers (and John Deere) be more successful.

For most of that century-plus, many of the denizens of “sexier,” higher-profile brand marketing firms have looked down at content marketing as one of the lesser “below the line services.’ However, a confluence of powerful factors suggests that all marketers – and their agencies – will be wise to consider how to best marry traditional brand messaging with the informational, educational, entertaining charms of content marketing, online and off. Those factors include, but certainly aren’t limited to: The shift toward search algorithms that favor quality content over SEO manipulation.The growing consumer distrust of traditional, paid advertising and marketing communications.

The opportunity to shift from a forced “push” marketing model to a natural “pull” model, a shift beyond the short-term value of transaction to create the long-term value of trust.“We Are Just At the Beginning of Thinking Differently” >>>> Sensing a sea change at hand, we asked three content leaders and practitioners to give their forecast as to what extent content would finally penetrate brand marketing programs in 2013. Leer más “2013: THE YEAR BRANDING MARRIES CONTENT? BY CHUCK KENT”

6 Ways to Get Customers to YES! | Inc. |


 

Inc.com - The Daily Resource for Entrepreneurs

Influence your customers to buy from you using these six easy methods.I’ve got some good news, some bad news, and then some even better news.

The good news is that most customers truly want to say yes! The bad news is that, although people love to buy, they hate being sold to.

Finally, here’s the even better news: There are six ways to influence a customer to buy without explicitly selling to them, according to Dr. Robert B. Cialdini, author of the bestseller Influence: The Psychology of Persuasion: Leer más “6 Ways to Get Customers to YES! | Inc. |”

Conversion Rate: Average website conversion rates, by industry


 

In our recently released MarketingSherpa 2012 Website Optimization Benchmark Report, we asked about average conversion rates …

Q. Please write in your organization’s average conversion rate.

It’s human nature to see a number and to instantly think of it as a fact, so let me first briefly mention the limits of numbers. Just because you see the numbers above, don’t assume that all of your, for example, media and publishing competitors are getting 10% conversion rates for every offer.

These numbers are simply meant to give you a general idea of how certain industries are fairing as you work on your own conversion rate optimization efforts.

“Where ever you are, you should also try to figure out how you can improve your conversion rate 5-10% monthly,” is how Bryan Eisenberg, Managing Partner, Eisenberg Holdings, put it in “Average Conversion Rate by Industry 2012.”

 

The glass is half empty  *Full story

 

A Product Brand vs A Service Brand? | theideabrand.com


Building a Brand Management Service Vision’

1. What’s the difference between a Product brand and a Service brand?

Product brands are about products. Mars, a classic Product brand, doesn’t answer back, doesn’t get tired, isn’t anxious, is always ready to perform and always tastes the same. Every experience with a Product brand is/should be identical. Service brands aren’t like that. Service brands are about people. People who represent the organization lose their tempers, get tired and anxious, and sometimes have just had enough that day. Every experience with a Service brand is therefore different. 

Starbucks

Whatever you feel the Starbucks brand stands for, one thing all Starbucks customers can agree upon is that the chain has elevated the ubiquitous coffee house to much more than a commodity by making it a special, customer oriented experience, it’s become a Service Brand.

Similarly, Virgin has done the same with everything from air and space travel to music festivals.

The Virgin ‘Service’ brand revolves around delivering value pricing, high quality, fun, innovation, while being authentic, people-oriented, hip, and associated with Virgin founder Sir Richard Branson and his personal reputation. Not to mention – great customer service.

Many of the people who are in charge of managing Service brands (CMO’s, MD’s, Call Centre Directors, Customer Service Directors) have been trained in the traditional school of creating great consumer product brands. Their attempt to manage Service brands as though they are Product brands has created vast problems.

Virgin Sir Richard Branson

For the customer, the person who represents the brand is the brand.

If the person representing the brand doesn’t perform properly, the relationship between the brand and the customer may collapse.
The implication of this is that service-based organizations have to focus on their internal employees to a far greater extent than product-based organizations.

Complete article
i.d.e.a.

Stories by socialtimes.com


How Quickly Do You Respond to Customer Service Requests on Social Media?

shutterstock_115409446

Social media sites are becoming virtual customer service centers, according to the NM Incite Social Care Survey. Currently, 47 percent of people who use social media sites are actively seeking customer service and 30 percent prefer to reach out to brands on social channels than pick up the phone and call. But customer service reps can breathe easy knowing this: 83 percent of Twitter users and 71 percent of Facebook users only expect brands to respond to them within one day of their post. That’s one day, not one hour or five minutes.

Read more

_________________________________________________________________________

One Day On Earth To Film Life In Every Country Again On 12/12/12

Megan O’Neill

one day on earth

One Day on Earth, the amazing collaborative film project that documented life on earth in every country on 10/10/10 and 11/11/11 is at it again this year. On 12/12/12 they will be launching their largest filming event to date, telling the world’s story in a day once again, and you can be a part of it.

Read more

_________________________________________________________________________

Social Media Newsfeed: Facebook Gain | Zynga Bounce | News.me Apps

Facebook Shares Nab Biggest Gain Since IPO on Earnings, Analyst Upgrades (The Wall Street Journal)
Facebook on Wednesday posted its biggest daily stock gain since its initial public offering in May, a day after reporting strong revenue and progress on making money from mobile ads. The social network’s shares rose 19 percent to $23.23 on the Nasdaq Stock Market, its highest closing price in five weeks. Inside Facebook Facebook spent $87 million so far this year on business acquisitions not including its Instagram purchase, the company revealed in a filing with the Securities and Exchange Commission on Wednesday. The social network spent $521 million on Instagram — $300 million of which was in cash, the rest in vested shares of Class B common stock. The New York Times/Bits BlogFacebook still trails Google in online advertising, both on desktop and mobile. Analysts say that like Google, Facebook will most likely have to roll out an ad network that allows marketers to reach Facebook users wherever they are — whether they are browsing the Web or downloading a mobile application. Mashable We’re closer to seeing a widespread updated version of Facebook Messages. On Wednesday, Facebook user Interactive Swim posted a picture of the welcome note for the updated Messages which recently hit its page, indicating that the feature may be starting to roll out to additional users. Reuters U.S. Secretary of State Hillary Clinton said on Wednesday a Facebook post in which an Islamic militant group claimed credit for a recent attack on the U.S. mission in Benghazi, Libya, did not constitute hard evidence of who was responsible. Read more

Three Testing Strategies For Sophomore Conversion Testers | by Celine Roque


THE DAILY EGG

Hard boiled conversion optimization and design advice

Change the color of your call-to-action button.  Test a new headline.  Swap this hero image for that hero image.

Been there, done that.

Try these three conversion testing methods for Conversion Testing sophomores.

#1 – Blow it up, start from scratch

Instead of pursuing split tests on specific site elements – such as the headline or call-to-action button – 37signals decided to test two fundamentally different versions of their Highrise homepage. The rationale behind this was that they needed to destroy their assumptions about what may or may not work.

Almost everything was different about each version.

This is an image of the Original Design vs. the Person Design:

  • The Original Design had several smaller customer photos, while the Person Design had one large background photo of just a single customer.
  • There were several customer testimonials in the Original Design, while the Person Design only had a single quote from the featured customer.
  • Only a handful of benefits are listed on the Person Design, while several features and benefits are outlined in the Original Design.
  • The person design has only one prominent call-to-action: “See Highrise Plans and Pricing”. The Original Design had a navigation menu, as well as options to view more testimonials and features.

The result of this difference was that the Person Design led to a 102.5% increase in paid sign-ups.

Key Takeaway: Rather than just testing small elements of your landing page, try to test radically different versions of the page.

Complete history

The Engagement Marketing Cycle


See on Scoop.itGabriel Catalano human being | #INperfeccion® a way to find new insight & perspectives

Engagement marketing refers to the marketing strategy of directly involving the customers in a relationship with the brand.

For small and medium businesses, engagement marketing is especially important, as so much of their business comes from repeat customers and word-of-mouth referrals.

The new book, written by Constant Contact CEO Gail F. Goodman, centres around the Engagement Marketing Cycle, a three-step approach to driving word-of-mouth referrals and turning them into socially visible, public endorsements that bring new customers to a SME’s door:

In Chapter 1 of Gail outlines The Engagement Marketing Cycle.

What is the Engagement Marketing Cycle? It’s 3 steps to help you get repeat business.

The steps are ….  Leer más “The Engagement Marketing Cycle”

How to Increase Your Blog and Website Sales Conversion Rates with A/B Split Testing


Jeffbullas’s Blog

A/B Testing has been used by a number of online entrepreneurs for a long time now. With the huge benefits that it promises, this is not that surprising. Small businesses, medium-scale enterprises and large companies all benefit from A/B Split Testing.How to Increase your Blog and Website Sales Conversion Rate with AB Split Testing

But for you to be able to utilize this tool to its maximum potential, it is a must that you first have even a working understanding of what it is and how it works. This is actually one of the common pitfalls for some online entrepreneurs. They do not reap the full benefits of certain tools because they have not applied it well. Do not be one of them. Do your research and apply the best practices.

 What is A/B Split Testing?

This is one of the first questions that need to be answered. Essentially, this is a technique wherein two versions of a webpage, email or personal message is sent to customers. But in these versions, almost all the elements are the same except for one.

The goal here is to track the changes in customer behavior. So when a specific action or change in behavior is recorded, there is only one factor to which the change can be attributed. This is the sole element which was tweaked.

Another thing that you have to keep in mind with A/B Split Testing is that the choice of customers receiving the versions is random. This way, bias or prejudice will affect the results of the test. Also, an appropriate sample size which is well-calculated is also necessary.

The fact is, A/B Split Testing can be pretty simple. You can even do this by yourself if you have the tools. Speaking of tools, there are many available online. A good example would be Google Analytics.

Steps in Conducting A/B Testing

First: Determine why you need to do an A/B testing. Leer más “How to Increase Your Blog and Website Sales Conversion Rates with A/B Split Testing”

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