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The Components of Personalized Marketing: From A to Z

19 Dec

As we have noted before, customer personalization is an important tactic for marketers — both online and offline.

Recently, Neustar (a data-driven intelligence firm) published an interesting report on personalized marketing:

“Customers expect it. Technology enables it. Brands who can deliver it are generating huge increases in ROI. Personalization has gone way beyond simply adding a customer’s name to a communication. Customers increasingly expect highly relevant content in the right channel at the right time, whether they’re on a brand’s Web site, a social network, or in their E-mail inbox. For brands, delivering this one-to-one experience at scale – to thousands, or hundreds of thousands of prospects and current customers – requires leveraging sophisticated data sets, processes, and platforms.”

“It’s no surprise that many marketers are struggling. In a recent survey by Digiday and Neustar of 100 digital media and marketing executives, more than half (53%) reported ‘always’ or ‘often’ struggling to personalize their marketing at scale. Marketers know they need to make their marketing personal, but aren’t sure how to do it at a scale that makes it cost-efficient. The challenges include data quality, difficulty of activation across online and offline channels, and a lack of understanding of the components of the process. [Our] A–Z deals with the latter.”

Click the image to download Neustar’s report.
 

 

Sprout Social Media Index

3 Dec

There is a lot of discussion about how companies should/can rate the effectiveness of social media. One interesting assessment is the Sprout Social Index.

As reported by Douglass Karr for Marketing Technology Blog:

“5 out of every 6 requests made by consumers on social media to a business go unanswered. Businesses continue to make the terrible mistake of utilizing social media as a broadcast medium rather than recognizing its impact as a communication medium. Long ago, companies recognized the importance of managing inbound calls since customer satisfaction is directly attributable to retention and increased customer value.”

“The volume of social media requests have increased 77% year over year. But the response has only been a 5% increase by businesses. That’s a huge gap! Why aren’t social requests getting the same attention? My guess is that consumers don’t expect a response as they do via phone so they’re not getting as upset as they do when sitting on a call that goes unanswered. But the opportunity for businesses to truly make a social impact is huge in most industries… especially knowing that your competitors aren’t responsive!”

“The Sprout Social Index is a report compiled and released by Sprout Social. All referenced data is based on 18,057 public social profiles (9,106 Facebook; 8,951 Twitter) of continually active accounts between Q1 2013 and Q2 2014. More than 160 million messages sent during that time were analyzed for the purposes of this report.”

 Check out the Sprout infographic.

 

 

Don’t Forget Small Business Saturday

26 Nov

Nestled in between Black Friday and Cyber Monday is a newer shopping promotion called “Small Business Saturday.” It generates several billion dollars in revenues annually. Founded by American Express in 2010, this shopping day is intended to promote the importance of supporting local businesses:

“In 2010, American Express founded Small Business Saturday to help businesses with their most pressing need — getting more customers. The day encourages people to shop at small businesses on the Saturday after Thanksgiving. The single day has grown into a powerful movement, and more people are taking part than ever before. This year, the big day is Nov 29.”

Small Business Saturday 2014
 
To assist small firms, American Express offers many tips. Click the image to see them.

Small Business Saturday 2 2014
 
And to assist shoppers, American Express has a locator for participating stores. Click the image to access it.

Small Business Saturday 3 2014
 

What Works in B2B Marketing and Social Media

24 Nov

B2B Marketing annually produces a Social Media Benchmarking Report. This report is written  in association with Circle Research; and it is designed to provide insight into social media trends and activities in B2B organizations.

Here is an infographic summery of the 2014 report.
 

 

Trendwatching: Asia, Latin and Central America, and Africa

13 Nov

Trendwatching.com puts out a lot of excellent multimedia information on what’s happening now — and where things are headed. As Trendwatching.com notes at its Web site: “We help 260,000+ subscribers and 1,200+ clients understand the new consumer and uncover innovation opportunities.”

Recently, Trendwatching.com published interesting reports about expected 2015 trends in three different regions of the world: Asia, South and Central America, and Africa.

Click the images to access these reports.
 

Asia Pulse


 

Latin Pulse


 

Africa Pulse


 

Be a Smart Customer: 2014 Holiday Shopping Tips

12 Nov

Every year, I offer a list of holiday shopping tips intended to help shoppers avoid overspending their budgets. Since the holiday season starts earlier and earlier each year, I’m moving up my tips post. According to the National Retail Federation, the holiday season actually started in October.

So, here are my 2014 shopping tips as a checklist [Click the list to see a larger version.]:
 
 2014 Shopping Tips
 

We NEED Customer Champions

11 Nov

In this digitally-connected era, where the very nature of word of mouth has dramatically changed, it is more important then ever to seek out and nurture true customer champions. There aren’t a lot of them!

As Jordan Skole reports at Visual.ly:

“Businesses need to unlock and encourage their secret weapon – the brand champion. Verint® Systems commissioned a survey of over 1,000 consumers in GB [Great Britain]. Here we look at what the data uncovered.”

 

How to Encourage Customer Champions

 

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