Archive for July, 2011

You May Have Made the Inbox, but to Me You’re Still SPAM

Wednesday, July 27th, 2011

These days the topic in email marketing imagetends to be whether or not email is dead, and before I go any farther in this post, let me just state that email marketing is far from dead. According to Email Institute’s Q1 2011 Email Trends, ‘Open rates (23.3%) increased both quarter over quarter (by 5.6%) and year over year (by 4.2%)’. As long as you are smarter than the average marketer, email will continue to be a successful channel.

A perfect example of this can be found in a recent study by the Relevancy Group, in which they found that when using email, “more than half of all marketers are missing key segmentation opportunities.” So you’re saying 50% of marketers who use a channel that’s more than 15 years old still cannot figure out how to segment properly and deliver relevant content? Kind of scary, no?

As marketing channels evolve, you will continue to run into the challenge of reaching your audience. Telephone has do not dial lists, TV has DVR/TiVo, and Email has SPAM filters. Getting your email delivered is getting tougher and tougher. Internet service providers (ISPs) constantly update their security metrics and use passive indicators – messages deleted without being read and lack of opens or clicks – to determine how they qualify SPAM.

As ISPs like Google, Yahoo and Hotmail continue to evolve their standards, how can marketers stay ahead of the curve and continue to find the Inbox?

Target to Increase relevancy –You often hear people say if you create great content, great content will sell itself. But in email, just because it’s great content doesn’t make it great content to your entire audience. Take the movie industry, for example. Yes, The English Patient was a great flick to some and even won Best Picture in 1997, but I personally would never enjoy the Romance genre. It’s great content overall as witnessed by the award, but its lack of relevancy renders it useless to me. And if I’m in your potential audience, I’m most likely bombarded by emails, so you are going to lose me if you promote the newly released box set.

There have been arguments against the economics behind targeting, most of which has been that it is not worth the time you have to invest (aka laziness). Instead of going into all the arguments, this post does an excellent job explaining why they’re wrong.

Integrate Your Database Data into Your Email Program – The key to imageproviding your customers with relevant email content begins with understanding who they are at their core. Email metrics are great for understanding how your email marketing is performing on a basic level, but in order to provide them with truly relevant and targeted content this has to be combined with your database analytics efforts. Backend analytics that allow you to target based on purchase behavior and demographics will provide greater insight into your consumer and thus a more relevant message.

Don’t Forget to Always Provide Something of Value – This is often overstated and, more times than not, under delivered. I may be an email subscriber, but I don’t always care about the new item you are releasing. Maybe, just maybe, if you throw in a free cookie along with purchase, you might get me to consider.

Corner Bakery does an excellent of this; whenever they promote a new imagesandwich or menu item, there is always a hook to draw you in. If it’s breakfast, it’s usually coffee, and with lunch it’s a dessert. You just have to determine the cost/benefit analysis of what you give away. In Corner Bakery’s case, a $1.00 coffee or cookie for an $8 dollar purchase makes sense.

Marketing channels will never stop evolving, and labeling any previously successful channel dead is often an overstatement. The key to continued success is understanding your data and letting it drive your marketing efforts – whether it be traditional, email, social or mobile marketing. The biggest issue with email marketing and other digital channels is actually taking the time to dig deeper into the data to continue to target your customers with relevant messages.

So, how will you continue to adapt changes in the email marketing?

Summer Reading: Win a copy of ‘Launch’, the new book from Social Media Examiner founder Michael Stelzner

Monday, July 25th, 2011

Lately, a lot of my conversations around the office have started with, “So I’m reading this book…” And while I’m a bit of an evangelizer to begin with, I must admit, I’ve been evangelizing the heck out of Michael Stelzner’s new book, Launch: How to Quickly Propel Your Business Beyond the Competition.

It’s part text book (complete with homework assignments), part self-help book, and part marketing for dummies. And please don’t take that last reference the wrong way. Sometimes we all need things dumbed down a little bit, or stated in a nicer way, simplified.

Keep it Simple, Stupid

What I enjoyed most about this book was how easy it is to digest. First, throughout the book, Stelzner incorporates the analogy of your business as a rocket ship. clip_image001The entire content of the book can be traced back to Stelzner’s elevation principle:

Good Content + Other People – Marketing Messages = Growth

If you’re a cynic like I sometimes a lot of times can be, you might be thinking, “Rocket ships? Really?” But trust me, it works. Employing this common theme throughout helps the reader connect to the overall message. Describing overt marketing messages as a velocity drag on you rocket ship helps drive home the point that content intended to build your prospect base should sell your ideas, not your product.

In addition to the consistent use of the rocket ship analogy, Stelzner offers up content in easily digestible bites by telling the reader what he is going to say, what he is saying, and what he said. If it was a fiction novel, I might feel that I’m reading below my grade level, but as a business book, I truly appreciate it. In a world where we are bombarded with tweets, posts, and updates, our attention spans are ever shrinking. I read the majority of Launch in fifteen to twenty minute bursts while riding the bus or waiting for the train. It was a treat to consume a quick nugget rather than a struggle to remember what I had previously read and how it related to what I was currently reading.

Setting the Stage

Those with the shortest attention spans might be tempted to jump straight to Chapter 7 to start learning about the types of content that can help build your business. If you did this, you’d be missing out. The first few chapters provide useful tips on how to find experts to help create your content, how to build an editorial calendar, and how to use the power of social proof to engage your audience.

But perhaps most importantly, the first part of the book lays the foundation for creating a vision, defining goals, and finding inspiration. This is where the ‘homework assignments’ came into play asking the reader to ponder who exactly your audience is and what is it you want to say to them. Taking this time to reflect on my goals set the stage for how I would consume the remainder of the book—in a word, thoughtfully.

Food for Thought

A large portion of the book centers on defining, describing, and giving examples of the two types of content you should distribute to build your base. Again, Stelzner relies on the rocket ship example to define these types of content as primary and nuclear fuel. Primary fuel refers to the standard content you should consistently churn out. This includes, how to articles, expert interviews, reviews, case studies, news stories, and contrarian stories. Nuclear fuel is the special content that takes more effort and resources to produce but can quickly propel your rocket ship when you need an extra boost. Types of nuclear fuel include survey reports, white papers, top 10 contests, and micro events.

Stelzner outlines examples of each type of primary and nuclear fuel from a variety of businesses, including his own, SocialMediaExaminer.com. Several full-length content examples are included in the appendices.

One of the biggest takeaways for me was recognizing the difference between primary and nuclear fuel. Seems simple enough, right? Too often, we focus all of our energy on the nuclear fuel; after all, it’s what requires the most resources. But it’s important to remember that while nuclear fuel (or content) can give you a quick and powerful boost, it’s the consistently produced primary fuel that sustains your business over time. Moving forward, I think this will help serve as a gentle reminder of when it’s time to shift gears.

Coming Back for Seconds?

If I had to pick one thing that is missing from Launch, it’s a focus on content targeting more than just the top of the sales funnel. Broad, thought leadership content is great for bringing in new leads and keeping them engaged in the early stages of the sales cycle; however, your prospective buyers will eventually require more specific information on how your product or service can solve their business problem.

Though I guess this would expand the content and theme of the book dramatically. And in its current form, Launch is so easily digestible in small bites. Perhaps looking deeper into the funnel is best served as a separate meal.

Have I convinced you to pick up a copy of Launch? If so, click over here to fill out a quick five question survey on what interests you about this book. One randomly selected participant will win a free copy of Launch.

And as always, please share your comments below.

Social Media Report Cards: Which brands make the grade in customer engagement?

Tuesday, July 19th, 2011

In the social realm, where every consumer has a voice and an audience willing to listen, many brands have learned they need to step up their customer service and communications across all customer channels, lest they risk a social media firestorm.

Some brands, however, are still struggling to catch up.

A recent study published by eMarketer found consumers are more likely to purchase from brands who answer them on Twitter, proving brands cannot afford to ignore social media as a consumer channel. Knowing this, the team at Alterian conducted an analysis of the social media customer engagement of top brands across six industries: travel, banking, cable, mobile, gaming and consumer electronics.

Using social media monitoring tool, SM2, our own data aficionado, Jim Reynolds analyzed both the volume of conversations and net sentiment of two top competitors in each industry, pitting them head to head. He examined more than 348,000 conversations about the 12 brands over a period of six months. Volume considered the number of consumer-driven posts about each brand, while net sentiment looked at the overall favorability and positive vs. negative posts about each brand.

In addition to the SM2 research, we also did a little informal study of our own and put together a crack team of Twitter users to reach out to each brand directly. The nine Alterian employees were given a specific set of questions and schedule to contact each brand’s support on Twitter over a period of three days. We then tracked how often the brand responded and the time it took to answer each question.

In every instance, the brand with the fastest average response time was also the brand with higher favorability ratings across social media conversations during the period studied.

Do these brands simply have better customer service reflexes, or have they invested in a comprehensive internal social media program, which allows them to better engage with their consumers? Perhaps it’s both. Either way, the data indicates brands that stay on top of their social media presence have the best relationship with their customers.

So how did the brands stack up, overall?

· Travel – American Airlines outperformed Delta

· Banking – Citi bested Bank of America

· Cable – Time Warner beat Comcast

· Mobile – AT&T edged out Verizon

· Gaming – Microsoft (Xbox) outranked Sony (Playstation)

· Consumer Electronics – Dell surpassed HP

Overall Customer Engagement Rankings:

clip_image002

Each brand could score a possible 45 points, based on volume of conversations, consumer sentiment, time to respond via Twitter and frequency of response on Twitter.

Microsoft claimed the top spot across all the brands included in the study, with a near-perfect score. @xboxsupport answered 100% of questions asked via Twitter with an average response time of four minutes. Coincidentally, 82.5% of social media conversations about Microsoft Xbox were positive in nature. In comparison, Sony (@askplaystation) answered only 11% of questions asked via Twitter and accounted for just one of every 20 conversations of the two gaming systems.

An unexpected outcome, were the few brands who caught on before the study was over. These companies were so socially switched on they made the connection that a handful of questions came from a group of Alterian employees. Dell and Time Warner both sensed a pattern and reached out directly to see if there was an issue they could help with.

For more a comprehensive look at the data, check out the presentation below, view the press release announcing the results, or download the full presentation and recorded webinar.

Social Media Report Cards: Measuring Brand Engagement

View more presentations from Alterian

A version of this post originally appeared on Ragan’s PR Daily.

Make More of Mobile

Friday, July 15th, 2011

No sitting on the fence, I appreciate a great mobile friendly website. Mobile Apps have their uses and merits for some purposes, but when it comes to a truly usable and readable website, I want a near identical user experience whether I access a website via desktop, or if I view the same website from a handheld device.

As an iPhone user, I am intrinsically conditioned to appreciate the ease of an App. It is a rare occasion to find me not dipping into Spotify or Words with Friends, Facebook or Tweetdeck. The purpose fits the need. I also enjoy the BBC website through the iPhone safari browser; Digital Spy is a great mobile website to aid SOS offers as an easy to use ecommerce experience. WordPress blogs are prevalent, and they render in a mobile friendly format. You don’t need to go into an application to view the latest content from the blogosphere.

You may have seen the ‘mind the gApp’ infographic we created, highlighting some of the pitfalls of Apps over a mobile friendly website, and yes, we are a vendor of the latter. It’s not surprising that it caused an element of friction within the App community. I think it is easy to assume the one-size fits all approach, but that is genuinely not what we are suggesting. There is even evidence that Apps and mobile sites could and should work in harmony across devices; right platform of delivery for the right job, right?

Many brands have embraced the world of applications but must take a blended approach to ensure they get the most for their brand and don’t provide a siloed encounter to their customer.

Let us evidence the need for brands to think mobile. According to Forrester Research Inc., “In 2011 more than 75 million mobile users will access the mobile Internet, and that number will grow to nearly 117 million by 2015. More than one-quarter of these users will own smartphones.”

(source: “Evolving Your Mobile Marketing Presence”, Forrester Research, March 3, 2011)

Ubiquity of hardware and the software that enables a multitude of uses will always be driven by consumer demand. If I want to buy items on the go from my favourite high street brick and mortar store, that shop needs to make it as easy as possible for me to do so on a mobile phone too. The importance of engaging with consumers through their preferred medium has never been more important to marketers.

When looking for something online, users automatically turn to Google, Bing, or Yahoo for their research. With search now the first port of call for most users, brands need to spend time and budget optimising their mobile website and thinking strategically about its use.

According to Forrester Research Inc., “Marketers will become app-athetic. Branded apps were certainly big news stories in 2010, but consumers aren’t impressed with apps that provide little utility and only clutter up their phone decks. Research suggests that though people download apps, many of these apps are deleted soon after download or are never used again. As marketers wake up to consumers’ propensity to ignore apps soon after download, they will question the ROI of their app investments. Lightly engaging games, high-utility apps like The Weather Channel, and navigation apps will continue to live natively on mobile devices while branded apps that don’t provide a reason to return will fall off.”

(source: “2011 US Mobile Marketing Predictions”, Forrester Research, January 4, 2011)

Making sure you identify the needs and then the appropriate platform to deliver those consumer needs is essential as part of a wider strategy of digital engagement. What value do you place in your website to generate business? Wouldn’t it make sense to offer that same opportunity for you to generate more in a unified manner, no matter what device your potential and existing customers use?

Further reading: Download the whitepaper ‘The 10 Myths of App Development’