Yes, Social Does Impact Sales | social.ogilvy.com


 

Recent research from Forrester suggests that social media has an insignificant impact on sales. While this may be true within the specific context of the study, the study’s methodology makes it impossible to draw broad conclusions around the impact of social on sales across all of the “buyer journey.”

Here are three key reasons why:

  1. More comprehensive tracking of content engagement paints a very different portrait. The Forrester study tracked social as a driver of sales only if someone clicked a link on a social property and made an online purchase within 30 days. In fact, brand social strategy is about engaging people with the brand with the intent to increase sales in the future —  both online and offline. In a quick service restaurant study we did with partner ChatThreads last year, exposure to social media was a significant drive of sales increases. And, when combined with other media (for example, editorial and billboards) social exposure resulted in a 1.5-2x higher likelihood of purchase across all 5 restaurants in the category. Further, two more studies support a social-sales link: Edison Research’s study last year showed that 28% of social media users cited social networks as influencers of their purchase decision. And in a 2011 ROI Research study, just over 50% of respondents reported they would likely purchase a product after following the brand on Facebook or Twitter. Leer más “Yes, Social Does Impact Sales | social.ogilvy.com”
Anuncios

Facebook’s 6-Point Plan for Building Brands in the Social Media Age

It’s easy to see how this reflects a TV-dominated age. In the pre-social media days, you’d see a TV ad and become aware of a brand. Then, after you got familiar with the name, you might consider if you wanted to buy it. Next, you bought it. Then, you might decide you liked it. Finally, you identified yourself with the brand. (“I’m a Budweiser guy.”)

Here is what Facebook and Forrester are proposing as the successor to the purchase funnel. It looks more like a circle:

In this schematic, social media influences every stage of the process. They hear about new brands and investigate said brands via social media. When it comes time to buy something, consumers increasingly consult their friends via social media. Then, they expect to be able to interact with the brands through social media after they buy a product.

The new environment calls for new tactics. Facebook and Forrester propose a six-point plan for building brands in the social media age: articulate, connect, engage, influence, integrate and rejuvenate. We will look at each in greater detail.


by 
http://mashable.com

The Digital Marketing Series is supported by HubSpot, an inbound marketing software company based in Cambridge, Mass., that makes a full platform of marketing software, including social media management tools.

Social media has turned the purchase funnel on its head.

That’s the crux of a study that Facebook recently published in conjunction with Forrester Research. The two canvassed 101 C-level and VP-level marketing pros in December 2011 and found the profession has changed. Or, in Facebook and Forrester’s parlance, “The connected world has rerouted the customer journey.”

How does changing media affect the way people hear about brands? First, take a look at the traditional purchase funnel:

It’s easy to see how this reflects a TV-dominated age. In the pre-social media days, you’d see a TV ad and become aware of a brand. Then, after you got familiar with the name, you might consider if you wanted to buy it. Next, you bought it. Then, you might decide you liked it. Finally, you identified yourself with the brand. (“I’m a Budweiser guy.”)

Here is what Facebook and Forrester are proposing as the successor to the purchase funnel. It looks more like a circle:

In this schematic, social media influences every stage of the process. They hear about new brands and investigate said brands via social media. When it comes time to buy something, consumers increasingly consult their friends via social media. Then, they expect to be able to interact with the brands through social media after they buy a product.

The new environment calls for new tactics. Facebook and Forrester propose a six-point plan for building brands in the social media age: articulate, connect, engage, influence, integrate and rejuvenate. We will look at each in greater detail.


1. Articulate


Facebook and Forrester recommend that companies identify components of the brand it can communicate via social media. The report has a suggestion for how to do this. “Apply a social lens to your brand identity by asking ‘What about my brand is inherently social? Why do people engage with it and why do people want to talk about it or share it with their friends in the real world?’” Often, those attributes aren’t obvious. For instance, Secret, Procter & Gamble’s deodorant brand for women, found it got currency by connecting with women on an inspirational level and got behind a Facebook-based anti-bullying campaign, “Mean Stinks.” For Coca-Cola, the attribute was “happiness,” which it attempts to express via social media. Leer más “Facebook’s 6-Point Plan for Building Brands in the Social Media Age”

5 Reasons Why Live Chat is The Untapped Potential for Your Business

Train your team! Your live chat representatives have to be extremely knowledgeable about your inventory and website navigation. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customer’s questions quickly.
Be aware of your shopping hours. If you own an online soccer shop in California, there is a chance that most of your visitors are international. Use analytics to determine when most of your visitors are using your site. Don’t assume 9 to 5 chat hours will work. If you have a problem sourcing local employees to cover off hours, consider outsourcing help using services like Odesk or Elance.
Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
Consider hiring people with sales experience. For the most effective use of live chat, consider using inside sales people and not just customer service representatives. People who have sales experience will more likely lead customers towards sales and increase the possibility of upselling.
Don’t forget to boost your social. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) to nicely remind your visitors to Like your Facebook page and leave a comment on it.
Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.
Give your customers helpful chat features. Customers will also need to be able to modify the font size and to request a transcript of the chat.


The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision. Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support. As it turns out, live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.

In this post we’re going to get into why live chat can improve your business and tips on how to maximize its effectiveness.

1. Live Chat is Convenient for Customers

live chat is convenient

A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following:

“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.

An online chat system provides customers immediate access to help. Wait times are often much less than a call center, and customers can easily multi-task while waiting. Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.

An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer.com survey found that 63% were more likely to return to a website that offers live chat. The report goes on to say:

“62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”

2. Live Chat Cuts Down on Expenses

live chat cuts down expenses

Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses. Some of the most notable cost savings are:

  1. Live chat reduces overall contact center costs by lowering average interaction costs.
  2. Increases efficiency by allowing live chat representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives.

With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next!). Leer más “5 Reasons Why Live Chat is The Untapped Potential for Your Business”

Most Americans still don’t have smartphones

Editor’s note: Amy Gahran writes about mobile tech for CNN.com. She is a San Francisco Bay Area writer and media consultant whose blog, Contentious.com, explores how people communicate in the online age.

(CNN) — If you’re a tech news junkie (and that’s why you’re reading CNN.com Tech, right?), you might have gotten the impression that everyone already has — or at least wants — a smartphone. Or that smartphones and tablets are the only mobile devices that matter.

But new research from Forrester indicates that while cell phone penetration is high across all U.S. demographics (82 percent of consumers own a cell phone, and 73 percent report that cell phones are their “most used device”), only 17 percent of Americans own a smartphone.

This is true even among the most digitally savvy generations: Gen X (roughly ages 31-40) and Gen Y (roughly ages 18-30).

According to Forrester, Gen Yers and Gen Xers are most likely to own smartphones. However, less than one-fourth of cell phone users in both of those age groups own a smartphone.

Also, Forrester reports that less than one-fourth of U.S. mobile phone owners have an unlimited data plan.

All of which means that the vast majority (more than 75 percent) of the “digital native” generations does not use smartphones. Instead, they rely on cheaper, simpler-feature phones and limited access to mobile data-supported services.

Of course, feature phones are getting smarter. Many of the the most popular feature phones can do a lot beyond voice calls — from text and multimedia messaging to e-mail, to social media, to web browsing, to even running simple apps based on JavaME.

Granted, feature phones generally offer a more difficult and limited digital experience (especially for web browsing). But that doesn’t stop people from using feature phones in sophisticated ways.

In fact, according to Forrester’s figures, just under half of all U.S. mobile owners have internet access from their cell phone. So, since only 17 percent of U.S. cell users have a smartphone, this means that the vast majority of Americans who are able access the mobile internet use feature phones.

But being able to do something is not the same as actually doing it. Just under a quarter of U.S. mobile owners report going online from their phones.

The simplest mobile activities remain the most popular across all types of cell phones. Topping Forrester’s list is SMS text messaging, which nearly 60 percent of all U.S. mobile owners use.

Despite the booming popularity of social networks like Facebook and Twitter, Forrester found that social networking services are one of the least popular non-voice mobile communication functions: Only 14 percent of U.S. mobile users access such services from their phones.

In this report, Forrester seems to be trying to spin its findings to make smartphones sound like the most important current mobile trend. For instance, the report says, “Gen Yers and Gen Xers are the most likely to have smartphones and unlimited data plans, providing the tools needed to lead in mobile Internet adoption” — despite the fact that they’re describing the behavior of a minority in that age range.


Forrester Research reports that less than one-fourth of U.S. mobile phone owners have an unlimited data plan.
Forrester Research reports that less than one-fourth of U.S. mobile phone owners have an unlimited data plan.
STORY HIGHLIGHTS
  • Only 17 percent of Americans own a smartphone, a Forrester study finds
  • Less than a fourth of cell phone users in Gen X and Gen Y own a smartphone, study says
  • Study indicates social networking is one of the least popular non-voice mobile communication functions
  • But smartphones have spurred considerable growth in, and demand for, mobile services
RELATED TOPICS

Editor’s note: Amy Gahran writes about mobile tech for CNN.com. She is a San Francisco Bay Area writer and media consultant whose blog, Contentious.com, explores how people communicate in the online age.

(CNN) — If you’re a tech news junkie (and that’s why you’re reading CNN.com Tech, right?), you might have gotten the impression that everyone already has — or at least wants — a smartphone. Or that smartphones and tablets are the only mobile devices that matter.

But new research from Forrester indicates that while cell phone penetration is high across all U.S. demographics (82 percent of consumers own a cell phone, and 73 percent report that cell phones are their “most used device”), only 17 percent of Americans own a smartphone.

This is true even among the most digitally savvy generations: Gen X (roughly ages 31-40) and Gen Y (roughly ages 18-30).

According to Forrester, Gen Yers and Gen Xers are most likely to own smartphones. However, less than one-fourth of cell phone users in both of those age groups own a smartphone.

Also, Forrester reports that less than one-fourth of U.S. mobile phone owners have an unlimited data plan.

All of which means that the vast majority (more than 75 percent) of the “digital native” generations does not use smartphones. Instead, they rely on cheaper, simpler-feature phones and limited access to mobile data-supported services.

Of course, feature phones are getting smarter. Many of the the most popular feature phones can do a lot beyond voice calls — from text and multimedia messaging to e-mail, to social media, to web browsing, to even running simple apps based on JavaME.

Granted, feature phones generally offer a more difficult and limited digital experience (especially for web browsing). But that doesn’t stop people from using feature phones in sophisticated ways.

In fact, according to Forrester’s figures, just under half of all U.S. mobile owners have internet access from their cell phone. So, since only 17 percent of U.S. cell users have a smartphone, this means that the vast majority of Americans who are able access the mobile internet use feature phones.

But being able to do something is not the same as actually doing it. Just under a quarter of U.S. mobile owners report going online from their phones.

The simplest mobile activities remain the most popular across all types of cell phones. Topping Forrester’s list is SMS text messaging, which nearly 60 percent of all U.S. mobile owners use.

Despite the booming popularity of social networks like Facebook and Twitter, Forrester found that social networking services are one of the least popular non-voice mobile communication functions: Only 14 percent of U.S. mobile users access such services from their phones.

In this report, Forrester seems to be trying to spin its findings to make smartphones sound like the most important current mobile trend. For instance, the report says, “Gen Yers and Gen Xers are the most likely to have smartphones and unlimited data plans, providing the tools needed to lead in mobile Internet adoption” — despite the fact that they’re describing the behavior of a minority in that age range. Leer más “Most Americans still don’t have smartphones”

Valor social, un paso más hacia la segmentación de clientes

Muchos estudios demuestran la gran influencia que tienen las experiencias y valoraciones de otras personas en nuestras decisiones de compra.

Es más, las opiniones de los demás no impactan sólo en la valoración de productos y marcas por parte de los consumidores, sino también en su nivel de fidelidad a la marca (Gruen, Osmonbekov & Czaplewski).

El éxito de comunidades online de viajes como minube o tripadvisor es la prueba más palpable de que la opinión de otros conduce a la acción.

En esta línea, Forrester ha reconocido que cualquier inversión en medios sociales es una pérdida de tiempo a menos que las marcas dejen de valorar a sus clientes únicamente desde el punto de vista financiero, ignorando su faceta social.

Coherente con este planteamiento, Forrester ha creado una metodología llamada “The Social Value Scorecard” que permite evaluar el valor social de tus Clientes, para lo que recomienda dar dos pasos relativamente simples:

1. Saber qué hacen los consumidores. Aplicando herramientas como la escalera de Social Technographics y centrándose en el número y variedad de actividades realizadas por los distintos usuarios.
2. Medir cuál es el nivel de influencia de estos consumidores. No siempre es más interesante relacionarse con los clientes que más conexiones tienen. Es mejor vincular a aquellos que ejercen más influencia sobre sus contactos.

Una vez cuantificado el valor social de nuestros clientes, Forrester propone cruzarlo con la rentabilidad de nuestros Clientes, variable que muchas empresas llevan midiendo desde hace tiempo.

De este modo obtenemos la clasificación que nos permite identificar cuáles son nuestros clientes más valiosos y definir qué estrategias son más adecuadas para cada segmento. Esta es mi propuesta, adaptada del planteamiento de Forrester…


por Francisco Javier Sánchez
http://www.marketingcomunidad.com/valor-social-un-paso-mas-hacia-la-segmentacion-de-clientes.html

Muchos estudios demuestran la gran influencia que tienen las experiencias y valoraciones de otras personas en nuestras decisiones de compra.

Es más, las opiniones de los demás no impactan sólo en la valoración de productos y marcas por parte de los consumidores, sino también en su nivel de fidelidad a la marca (Gruen, Osmonbekov & Czaplewski).

El éxito de comunidades online de viajes como minube o tripadvisor es la prueba más palpable de que la opinión de otros conduce a la acción.

En esta línea, Forrester ha reconocido que cualquier inversión en medios sociales es una pérdida de tiempo a menos que las marcas dejen de valorar a sus clientes únicamente desde el punto de vista financiero, ignorando su faceta social.

Coherente con este planteamiento, Forrester ha creado una metodología llamada “The Social Value Scorecard” que permite evaluar el valor social de tus Clientes, para lo que recomienda dar dos pasos relativamente simples:

  1. Saber qué hacen los consumidores. Aplicando herramientas como la escalera de Social Technographics y centrándose en el número y variedad de actividades realizadas por los distintos usuarios.
  2. Medir cuál es el nivel de influencia de estos consumidores. No siempre es más interesante relacionarse con los clientes que más conexiones tienen. Es mejor vincular a aquellos que ejercen más influencia sobre sus contactos.

Una vez cuantificado el valor social de nuestros clientes, Forrester propone cruzarlo con la rentabilidad de nuestros Clientes, variable que muchas empresas llevan midiendo desde hace tiempo.

De este modo obtenemos la clasificación que nos permite identificar cuáles son nuestros clientes más valiosos y definir qué estrategias son más adecuadas para cada segmento. Esta es mi propuesta, adaptada del planteamiento de Forrester… Leer más “Valor social, un paso más hacia la segmentación de clientes”

Cómo enfrentar el lado oscuro de las redes sociales

Las compañías no pueden llevar un control estricto de las conversaciones que se suceden en las redes y los blogs, pero pueden responder a los usuarios más activos.

Por Joseph Hughes y Chris Boudreaux

Todas las bondades de los nuevos medios sociales están trayendo importantes problemas para muchas compañías. La interacción instantánea de información y opiniones sobre productos en Twitter, blogs y otros sitios está obligando a las empresas a intentar influenciar estas conversaciones con tecnología y una nueva forma de pensar.


Las compañías no pueden llevar un control estricto de las conversaciones que se suceden en las redes y los blogs, pero pueden responder a los usuarios más activos.

Por Joseph Hughes y Chris Boudreaux

Todas las bondades de los nuevos medios sociales están trayendo importantes problemas para muchas compañías. La interacción instantánea de información y opiniones sobre productos en Twitter, blogs y otros sitios está obligando a las empresas a intentar influenciar estas conversaciones con tecnología y una nueva forma de pensar. Leer más “Cómo enfrentar el lado oscuro de las redes sociales”

Study: Location-Based Services Users are Passionate but Niche

A new report released today from mobile media provider Myxer examines the current trends among “check-in” applications, that is, the particular group of location-based mobile social networks that allow users to announce their arrival at a specific venue in return for rewards, coupons, deals or other offers. The company found that among the top mobile check-in applications, there was a clear leader: Booyah Networks’ MyTown, a location-based game built around your own city’s local shops and businesses. MyTown is heavily favored by consumers, attracting 56% of the mobile audience that uses location-based applications such as these. Loopt was in second place, with 12% of users and Gowalla and Foursquare lagged even further behind, at only 8% each.

However, only 11% of mobile users are participating in the location-based social networking community, with the majority of mobile users claiming they’re simply “not interested” in these types services.


By Sarah Perez<!– –>

A new report released today from mobile media provider Myxer examines the current trends among “check-in” applications, that is, the particular group of location-based mobile social networks that allow users to announce their arrival at a specific venue in return for rewards, coupons, deals or other offers. The company found that among the top mobile check-in applications, there was a clear leader: Booyah Networks’ MyTown, a location-based game built around your own city’s local shops and businesses. MyTown is heavily favored by consumers, attracting 56% of the mobile audience that uses location-based applications such as these. Loopt was in second place, with 12% of users and Gowalla and Foursquare lagged even further behind, at only 8% each.

However, only 11% of mobile users are participating in the location-based social networking community, with the majority of mobile users claiming they’re simply “not interested” in these types services.

Myxer surveyed over 1,500 users in the U.S. and found that only 11% of the respondents used these location-based mobile applications. While that figure seems low, it’s actually several points higher than analyst firm Forrester Research’s report from July, which claimed that only 4% of U.S. adults used apps like these.

Forrester also claimed that only 1% of those who use location-based apps do so more than once per week. Myxer, however, found heavier usage. 31% of those surveyed claimed they check-in a couple of times per week, 30% check in once per day, 26% check in every hour (who are these people, we wonder?) and 13% said they check in just a couple of times per month.

The new survey also found that the use of location-based services is increasing within its user base, with 74% saying they’ve been using the apps more often than before, while 27% said they’ve been decreasing their use. Nearly half (47%) of respondents say they use 2-5 location-based social networks, 45% say they use just one and only 8% say they use 6 or more. Leer más “Study: Location-Based Services Users are Passionate but Niche”