How do we continue to market our company and tell our customers’ stories when customer experiences have become a moving target? Here are five tips for how to tell your customer’s story during the Covid-19 pandemic.
Most brands track certain metrics, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES), to gauge how well they’re serving customers. Each calculation gives a numerical value you can use as a benchmark or leading indicator when making improvements to customer service operations or your brand’s customer journey.
These scores provide insight into which experiences and channels drive the most satisfaction, as well as which pain points are negatively impacting customers. Benchmarking scores against ever-changing industry standards and monitoring even subtle shifts over time allows brands to access valuable information about the quality of their customer care.
Traditional channels such as TV, radio, and OOH might have limitations on targeting when you compare them to digital channels, but I challenge everyone to think beyond the simplistic mass marketing vs 1:1 argument. The scale and reach potential of these traditional channels is still massive, and by asking the right questions and changing your perspective to focus on what they can deliver, there most likely is a way to incorporate them effectively in your mix.
In 2020, organization and transparency will be key for retail marketers. In the short term, retailers must identify and optimize existing technologies to stay afloat. In the longer term, the focus should be on evolving shopping behavior and enabling transformation through technology. Knowing that Q3 will be a critical quarter for retailers as Covid-19 lockdown policies begin to lift, retailers must plan their comebacks now, and that begins with a strong digital approach.
What is the impact of the Covid-19 crisis on marketing, and what are the best ways to deal with these newfound challenges and sustain your business? Read on to learn the best possible ways to sustain your business and build strong communities during these troubled times.
We have to recognize that — just like us — our customers are in a heightened state of stress and sensitivity. They’re likely to remember brands that get their messaging very wrong or very right during this historic period, and no one wants to be among the former. But we also have to remember that empathy in the face of daunting challenges is a proven business strategy — brands that deliver humanized experiences are twice as likely to outperform their competitor’s revenue growth.
In the midst of this uncertainty, your business’s online visibility probably isn’t top of mind—rightfully so.
Nevertheless, communication is key to your brand management strategy in times like these. It’s important to make your customers aware of any changes in your business operations. Below are three tactics you can use to bolster your brand management as the coronavirus sends shockwaves through the global economy.
ROI is, of course, the ultimate goal of any advertising effort, so one might naturally ask, “Why would I ever choose an objective that’s not conversion optimized?”, or even “Why would I choose to optimize towards anything but purchase conversions?” It turns out the latter is the more complicated question, but one you can answer when armed with the right information.
It all has to do with how Facebook’s ad bidding works, which involves a combination of factors: your advertiser bid, estimated action rates (i.e. how your target audience responds to the ad), and overall ad quality. As Facebook notes, “together, estimated action rates and ad quality measure ad relevance. In fact, we subsidize relevant ads in auctions, so more relevant ads often cost less and see more results.”
Visual consistency is about perception. It’s the ability to pick out, recognize, and immediately understand something you see. Coca-Cola is a great example. You can instantly recognize the simple, iconic red and white colors paired with its cursive font anywhere and in any language. Even for its holiday campaign, Coca-Cola used its colors to its advantage. Remember the famously adorable polar bears wearing red scarves that stood out from its soft, white fur and snowy background? Classic.
This goes to show the power of strong, cohesive branding. Customizing the language, photography, color palette, layout, and written content of your brand’s digital marketing materials can go a long way. In fact, a recent study by LucidPress discovered that consistent brand presentation increases overall revenue and growth by 33%.
Like a discordant refrain, these familiar phrases can feel like they’re playing on loop when following up with potential customers generated from Facebook Lead Ads. Bogus or misleading leads are a huge complaint among advertisers, but there are a few common and useful steps an advertiser can take when building Lead Generation Ad Campaigns to curb the occurrence of false leads.
Certain aspects are out of our control from the advertisers’ end, such as trusting Facebook users to enter correct and non-misleading information, but armed with this handy checklist, you can audit your lead gen ads, making improvements to stem the tide of bogus leads.
The end of the decade marks a challenging time for marketers as they attempt to envision the next 10 years. At the turn of the 2010s, no one could have envisioned the advanced AI-powered marketing and campaign automation tools that are available today.
Despite access to smart technology, modern marketers still must balance multiple factors to create business value for all stakeholders, including eliminating boring, ineffective ads, grappling with the automation myth, embracing the data privacy age, and maintaining ethical AI practices.
In a time of unprecedented political partisanship, the risks and rewards of corporate political messaging are amplified. Viral marketing strategies including Nike’s partnership with racial justice activist and football star Colin Kaepernick, Gillette’s toxic masculinity ad, and Chick-fil-A’s anti-LGBTQ stances rally political sympathizers to a brand’s side and alienate ideological foes.
Street Fight checked in with Jen Capstraw, director of strategic insights and evangelism at growth marketing company Iterable, to get a sense of how significant the benefits and drawbacks of political branding are, which ideological direction political ads are predominantly taking, and how strong the evidence is for the efficacy of partisan messaging.
Location data firm Factual commissioned a study conducted by the University of Southern California applied psychology master’s program to take the pulse of consumers on data privacy. Unsurprisingly, not all consumers demographic groups share the same levels and types of concern. Here are four major takeaways from the survey of 1,002 smartphone users aged 18 to 65.
Amid accelerated disruption in digital media, consumer touch points continue to fragment. That includes a growing list of interfaces and delivery channels for content—everything from smartphones to watches to headphones and speakers. So what’s a marketer to do?
This is the topic of Jeff Hasen’s third and most recent book, The Art of Digital Persuasion, which we discuss with the author on the latest episode of the Heard on the Street Podcast. In addition to marketing tactics, Hasen brings other sorts of savoir-faire to the table as a journalist and ad agency exec.
The standards for B2B video marketing are rising as marketers get the hang of the hottest, no longer so new medium. Marketers are learning to keep things short and sweet, decreasing the average video length from six to four minutes from 2017 to 2018, and audiences are tuning in longer, Vidyard reports in its annual video in business report.
Personalization has long been touted as the future-proof way for businesses to connect with and retain customers. With Gartner predicting enterprises will win or lose due to customer experience in 2019 and beyond, offering customers meaningful, personalized experiences takes on even greater importance.
To uncover the truth about how personalization efforts are affecting the bottom line of the Global 2000 and just how much one-to-one personalization is taking place, we conducted a survey with Forbes that asked 200 marketing leaders just that.