Tag Archives: Marketing ROI

Managing Customer Experience: the next big thing?


I am a big believer in management guru Peter Drucker saying “What gets measured gets managed“. When it gets down to tracking a company’s success, too many businesses tend to rely on market share, profitability, EPS growth or repeat purchases only. Don’t take me wrong, you still need to track these down, but as one brilliant Berkeley Marketing guru asked: “Do you think your partner is loyal only because he’s having diner every night at home? So, does the number of repeat sales indicates that your customer is loyal?” At least for the first one you must admit he’s got a point.

Nowadays, customer experience is one if not the main ingredient of customer loyalty which translates into market share — as loyal customers are the best brand advocates, profitability and EPS growth i.e. the way most businesses would define success. Then what are you doing about it?

If you’re still in doubt, take the coffee business as an example. Who has been insanely successful in this business? Starbucks and Nespresso success stories — follow the links for more — can attest about it.

As Shaun Smith, author of Managing Customer Experience, details in his post, there are 10 best practices to create real business value:

  1. Successful deployment requires the active and continuing involvement of leadership
  2. Ensuring cross-functional ownership is vital
  3. Focusing on your most strategically important customers
  4. Finding out what these customers truly value
  5. Being clear about what you stand for
  6. Delivering the promise at every touch point
  7. Providing branded training to ensure that employees understand the brand story
  8. Designing CEM before installing CRM systems
  9. Measuring the customer experience
  10. Aligning KPIs with the customer experience

This is heavy duty, but social media — as you can see in the Starbucks video in the link above — is becoming instrumental in that regard.

I’ll leave you with the five barriers to measuring customer experience, from mycustomer.com:

“Customer experience isn’t just about giving customers a good time. It’s about understanding just how good a time (or not) you are giving – and making adjustments”

  1. We rely on magic numbers
  2. We don’t really listen
  3. Measuring word of mouth is hard
  4. We have too much functional data – too little insight
  5. We don’t look beyond the obvious and the superficial

Online leads: do you act timely to respond?



Reading an interesting research summary in HBR that I wanted to share.

Whether you are a B2B or B2C company, the time taken to respond to prospects stimulus online can significantly change the ROI of your web presence. As this research shows, many firms are too slow to follow up on these leads. As HBR states:
– 37% responded within an hour
– 16% within one to 24 hours
– 24% took more than 24 hours
– and 23% never responded at all!

As companies are investing significantly to get prospects out of the web, they should have a much better turnaround, don’t you think?

Reasons not to do so include retrieving leads from CRM daily rather than on the fly, sales forces focusing on their own generated leads and rules for leads dispatching not effective enough (“fairness” can be damageable).

Where are you with this? Better know where your marketing ROI is headed sooner than later.

Happy Easter.

– Posted using BlogPress from my iPhone

How to measure your brand’s online influence?


Several tools are emerging to help you do this, and Inc. touched on this in an interesting post about it and even providing in their opinion the 11 best web analytics tools. They come back on how Web Analytics 2.0 is defined:

  1. The analysis of qualitative and quantitative data from your website and the competition
  2. To drive a continual improvement of the online experience of your customers and prospects
  3. Which translates into your desired outcomes (online and offline)

Inc. concludes like this:

“Measuring online influence can be useful—and has potential to reinforce your social-media strategy (hey, it just feels cool when you get a high score)—particularly for growing brands looking to utilize technology to make their jobs easier and more effective. However, it’s not for everyone.” — Dave Smith, Inc.

Another post on GigaOm from Georgina Laidla highlights the 5 Ways Brands Influence Social Media Strategy:

“It’s not just the way organizations engage through social media that matters: the portrayal of a business brand in this space is affected by a range of factors.”

And the factors she lists

  1. Network & Tools – the tools and network you use say something about your brand
  2. Types of engagement
  3. Who’s making the update?
  4. Degree of integration with other offerings
  5. People your brand follows, friends and fans

preaching for an evolving approach.

At the end of the day, there is in my opinion no option for all of us to engage into measuring our brand’s influence online. We better get starting ASAP and make our plans on how to do it. This is what I am doing already for the brand I work for which faces an interesting challenge to do it with one voice globally. Your feedback and experiences are more than welcome on this blog.

2010: Resurgence for Digital Media in the Wake of the Recession


I mentioned previously this interesting research from Comscore, and I wanted to highlight more general trends about digital media coming out of it.
Comscore outlines that the digital media industry responded with significant growth across various media platforms to the wake of the recession. As they say: 

“Industry innovations brought an unprecedented number of options to consumers as digital media continued to weave itself even tighter into the fabric of Americans’ daily lives.” — comScore

Key findings about consumer trends, highlighted in the report, include:
  • Following 2 years of depressed consumer discretionary spending, the economy showed signs of improvement, leading to positive growth for the e-commerce market. Total U.S. e-commerce spending reached $227.6 billion in 2010, up 9 percent versus the previous year. Travel e-commerce spending grew 6 percent to $85.2 billion, while retail (non-travel) e-commerce spending jumped 10 percent to $142.5 billion for the year.
  • Social networking continued to gain momentum throughout 2010, with 9 out of every 10 U.S. Internet users now visiting a social networking site in a month, and the average Internet user spending more than 4 hours on these sites each month. Nearly 1 out of every 8 minutes online is spent on Facebook.
  • The U.S. core search market grew 12 percent overall in 2010, driven by a 4-percent increase in unique searchers and an 8-percent increase in the number of search queries per searcher.
  • U.S. Internet users received a total of 4.9 trillion display ads in 2010 with display ad impressions growing 23 percent in December 2010 versus December 2009. Social networking sites, which now account for more than one-third of all display ad impressions, were a significant driver of growth in the display ad market in 2010.
  • In December 2010, the average American spent more than 14 hours watching online video, a 12-percent increase from the prior year, and streamed a record 201 videos, an 8-percent increase.
  • Major milestones in mobile were crossed during the year as smartphones reached 1 in 4 mobile subscribers and 3G penetration crossed the 50 percent threshold. Approximately 47 percent of mobile subscribers are now connected Internet media users (via browsers, applications or downloaded content), up 8 percentage points from the previous year.

In short, businesses should consider these aspects of Digital Media in their strategies to be successful in the coming years:

  1. e-commerce
  2. Social Media Presence
  3. Search
  4. Advertising 
  5. Video on line as convergence with traditional TV continues to blur
  6. Mobile media for both consumption and as an alternative e-commerce platform

Social media marketing: build a lasting methodology


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Here is an interesting post about optimizing your social media marketing from David Kirkpatrick, Marketing Experiment.

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p.p1 {margin: 0.0px 0.0px 10.0px 0.0px; line-height: 17.0px; font: 12.0px Verdana; color: #555555} Justin Bridegan, Marketing Manager MECLABS Primary Research said, “One of the most difficult parts of social media marketing is creating a lasting methodology that works.  Time and resources continue to be two of the most difficult challenges social marketers face.”
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Justin’s key takeaways:
  1. Start small and test – “You don’t know what you don’t know”
  2. Having a solid social marketing methodology in place will allow you to focus on real obtainable goals.
  3. Determine the most effective offers for your campaigns including: Contests, incentives and promotions
  4. Weigh Quality vs. Quantity with your offers, and remember the need for balance in your engagement
  5. Successful campaigns don’t always equate to revenue, but can be one of many contributing components

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Related resources on Marketing Sherpa

    How does your marketing compare to best in class?


    A recent research from Aberdeen about Marketing Asset Management gives an opportunity to compare to the best in class.
    Aberdeen uses 3 key performance criteria to compare:

    1. 44% of the sales forecasted pipeline generated by marketing, as compared to 2% contribution for laggards organizations,
    2. An average 9% reduction Year-over-year cost of market asset creation, as compared to a 6% increase among laggards,
    3. 15% average decrease in year-over-year time-to-market of content of all types and formats, as compared to an increase among laggards.

    To achieve best in class performance, you need to

    • Allow all geographies and business units to customize marketing content with proper control
    • Centralize asset approval and distribution to expedite time to market and improve content

    Combining Email, Search, Social and PR for a Content Marketing Campaign: 6 Tactics to Generate Surge in Visitor Traffic


    You know I’m a big believer in integrated marketing. Now that Social Media is making a surge in our marketing plans, I found this article on Marketing Sherpa interesting as it summarizes what we should do better:

    Marketing teams often focus tactics and goals in a particular channel, overlooking how these channels can complement one another. With a bit of planning, a campaign can harness the strategic value of email, search, social media and other outlets for a single purpose. See how an online luggage retailer created a premium report based on a survey of e-newsletter subscribers and captured 5x more blog traffic.

    Their blog traffic increased 518% Y/Y and additionnally the report’s landing page had a 16% lower bounce rate than the site’s average, 29% of report downloads came from referring websites, 22% of downloads were referred by search engines.
    The tactics used:
    • Tactic #1. Use search metrics to research potential report topics
    • Tactic #2. Build an online survey
    • Tactic #3. Send survey request to email database
    • Tactic #4. Host report download on a dedicated landing page
    • Tactic #5. Pitch report to media outlets
    • Tactic #6. Use social channels, even if you don’t have them

    Feel free to post back your own experiences here, I’d be happy to hear about it.