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Five components of digital marketing operations (Infographic)

According to some infographic from McKinsey&Company successful digital marketing can boost their marketing effectiveness by 15-25% if they use the following five components of marketing operations. So, if your company wants to beat the competition, you better follow the advice to implement these five important components.

Here is just some remarks from our consulting business to why those topics might be of relevance to your digital strategy…

1. Customer Insights
Many companies still have not yet implemented a real web analytics or a social media monitoring tool in order to understand the inner and outer impact of consumer demands and reactions.

2. Customer Experience
Market research and product marketing often pretends to know what needs to be build, produced or offered. However, reality shows that often consumer expectations and company opportunities lack the match. Often companies lack the alignment with sales and marketing.

3. KPIs and Measurement
Understanding what makes consumers, companies and decision makers purchase a product or service is aiming for predictive analysis and forecasting when focusing on ROI. Still, KPIs need to be realistic and often lacks the knowledge of what technology is capable of.

4. Marketing Technology Infrastructure
The real bottleneck of digital marketing these days. As of the big marketing technology landscape and a grown intern technology infrastructure, technology decisions are very often a shot in the dark.

5. Process & Governance
Generating real benefit from technology is depending on the right people who get the appropriate training und understanding for the tools’ capabilities. And as people are often not used to those modern tools and how to use them, they want a (brand) governance (and compliance frameworks) which keeps them in their seats.

McKinsey-DMO-Infographic

comScore: Increase in app usage, mobile web still important

Mobile is on the rise but web is still king? Well, it is one of these findings that makes you wonder on first reading. Although websites still reach bigger audiences, web users spend most of their time in mobile apps according to comScore.

Monitoring the time between June 2014 and 2015, comScore finds in some research that the audience for mobile websites is around 250% bigger than mobile apps. Furthermore, it is growing twice as fast as apps. As a reason for this development comScore sees the closed garden phenomenon a challenge for apps. Web versions are much more fluid in terms of linking between content, social and search.

comScore also found that FB and Google own eight of the 10 most-visited mobile apps with Facebook winning the “competition” (almost 126 million unique visitors) with nearly one in two users who installed the app saying using it most frequently.

comScore apps web usage 2015

It is not surprising that Facebook’s app as of it’s reach is not the fastest growing app any more compared to Google’s audio-video sharing platform Youtube (9 to 18% growth) with 99 million users. However, after seperating their Messenger app from their main Facebook platform, the Messenger was grew double the size compared to last year.

Where people between the age of 18 and 34 spend most of their time is on Facebook (nearly 26 hours a month), Instagram (7 hours), Snapchat and Tumblr (6 hours) and Twitter (3,5 hours).

comScore digital time spend 2015

ComScore said mobile phones now account for 62% of all time spent online. Within that total, the research firm said 44% of time is spent on smartphone apps, up from 33% two years earlier. Mobile users spend more than 70% of their time in smartphone apps, dwarfing time spent on tablet apps and mobile websites.

Spot On!
The comScore mobile report gives a good indication of where the evolution of apps and their usage might lead in the future. It shows that “messaging is a very hot sector for apps” but is still early stages in the US. Looking at the time people spend with certain categories, the leading areas of interest were social networking (29%), radio (15%), games (11%), multimedia and instant messaging (6%), and music (4%).

comScore share of mobile apps time spend 2015

As the research was monitoring the US audience, the two apps that were not owned by Facebook and Google under the top 10 were the music apps from Pandora and Apple Music. Furthermore, new service apps like Uber and Lyft have become more and more popular, comScore finds.

Study: Trust is king – How, when and where consumers buy online

Fair enough, it is only a US-based insight among some 2,000 online and mobile shoppers in July 2015. However, the message could be taken to any other market I guess these days…

The main factor for consumers to make a purchase decision, is trust. This is the finding from Amazon which conducted a study with Pymnts.com in order to understand, where consumers start their buying journey, why consumers buy from one site and leave the other one without making any purchase. Furthermore, the study states that price or ease of delivery are not the main features driving purchase decisions.

The US consumer needs trust in a site (23%) so that they purchase from some retailer. Oterh features that came in th next places were tailored promotions or rewards (16%), a good experience in the past (14%) or products being available in an acceptable time frame (13%).

Interestingly enough, other tactics like good shipping considerations (11%), preferred method of payment (8%), ease of use (6%), a site that recognizes me (4%), being a preferred customer (3%), being able to check out as a guest (1%) and store billing and shipping info (1%) came in much later in the ranking.

Pymnts 2015 - Why they buy

“You need a strategy that is about more than being present,” he said. “You need a strategy that is about being present where your customers are because if you are not, then you are not being customer centric. There’s no such thing as a relationship without trust.” (Patrick Gauthier, VP, Amazon Payments)

So, where does the consumer journey start? The study also found that almost every second out of three respondents (64%) start by searching for a product on a marketplace, followed by their favourite brand websites (48%), search engines (40%) and social media (29%).

Pymnts 2015 - Where they buy

“The ultimate digital destinations are driven by trust – trust that the sites have what they want to buy, trust that they will be given a fair price, trust that their goods will be delivered to them in a time frame that is relevant.” Karen Webster, CEO, MPD

Just check your own habits and experience. What would you say makes you buy something from an online shop? We look forward to your comments…

Study: Marketers biggest social media challenges in 2015

One of the latest reports around social media tells us that measuring ROI (60%) is still the most challenging aspect for marketers when facing all their social media efforts. This is the main message from a report by Simply Measured and TrustRadius.

The findings that are based on some survey data from almost 600 social media practitioners between February and March 2015 also show that other top challenges are tying social activities to business outcomes (50%), developing a social media strategy (48%), and securing enough internal resources (40%).

Social Media Challenges Trustradius 2015

Although the main message is clear, there are some small variances between company sizes when separated int small businesses (1-50 employees), midsize companies (51-1,000 employees), and enterprises (more than 1,000 employees). While smaller companies struggle setting up and developing their own social media strategy, enterprises are trying to secure enough internal resources to master their social media efforts.

The integration of social media into the overall business is also a big way to go obviously. First of all is the alignment of social media goals with the overall business goals not fully connected. But even more challenging is the question whether all the efforts generate some business impact. Many marketers are working intensely with data and analytics to optimize their marketing strategies but the proof seems not yet been given.

Maybe this is all based on the missing tool strategy, which is also one of the major findings of the report (not surprisingly based on study makers). How to manage and measure social media activities, is often not a question of whether companies know the tools but still they are predominantly sourcing the monitoring out for example, and then wonder why data gets not interpreted properly. Also, some are not happy with their tool choice.

Social Media Metrics Trustradius 2015

Spot On!
The findings are not surprising when the targets from all three company sizes is brand awareness. Still, companies should be able to better understand KPIs in the social selling process. It seems that companies and brands still have not yet understood the value of a friend, follower, LIKE, share or a comment. Furthermore, they still do not have the opportunity to link their data findings and their social media engagement back to some CRM database in order to leverage data sets around their customers. Furthermore, the missing social sales strategy combined with a clear lead processing and management is essential, and most companies do not have an answer here. Obviously, a lot of support in the social media set-up is still appreciated.

Not? Then tell us what you think…

Study: Content marketing investment on the rise

A recent study 2015 Content Marketing Survey by content marketing agency Castleford states that the amount of marketers committed to content marketing is increasing. According to their results 65% (compared to 48% one year ago) of marketers want to boost their content marketing next financial year. Their plans is to invest more in time and resources.

Even more, 97% of participants of the survey said they will increase or retain their current level of investment. And the respondents also face the support of their C-level executives. Of the responding marketers 76% replied their C-level executives viewed content marketing “quite positively” or “very positively”.

Obviously, there are also some challenges involved in content marketing creation wit time (45%) and budget (29%) being the biggest problem. Just, 3% that mentioned their C-level buy-in is their biggest challenge to content marketing will be probably persuaded over time, we think.

In terms of content marketing tactics the study shows that social media (81%) is still the favorite online marketing tactics in this field. However, the biggest growth opportunity shows video marketing and paid promotion of content for the next year. 61% are already using video marketing, (increase of 13% compared to last year). This is probably also driven by the main players Facebook and Google.

The variety of content marketing is also growing though. Almost every second marketer said that they use five or more different online marketing channels (45%).

Although Castleford director Rob Cleeve is confident with the development of content marketing, he also makes clear that marketers need to deliver results with it as well: “In my experience, content marketing is claiming an increasingly large share of overall marketing budgets, which is going to mean more pressure to show how it’s benefiting the bottom line.”

Spot On!
Content marketing definitely has changed the advertising industry drastically. However, the main challenges involved are the appropriate use of data with content to drive the right story in the right context to the right user at the right time. Here we see massive problems for many marketers still in our work with customers. Post-it recently explained it nicely in a video that leverages their banner and ask many question in terms of how retargeting actually kills good content marketing in terms in the example of banner ads.

The infographic of the study carries all relevant results of the Castleford study.

Castleford-Content-Marketing-Infographic-2015

Influencer Trust and Recommendation – A real challenge for marketers (Infographic)

Some years ago and in many seminars, we make clear that the 3Rs of social consumers will revolutionize the sales world: ratings, reviews and recommendations. However, the question arises what make people recommend brands and services? What is their intrinsic motivation or human driver that makes them push out more positive comments around a brand.

A recent infographic by Social Media Link pulled together the most important findings of a study that surveyed 24.000 social media consumers. Still, the best customer experience that leverages recommendations is “a positive experience with the brand” (93%) and “receiving a free product or sample” (79%). On the other hand, a poor customer experiences motivates sharing, too. 71% stated “a negative experience with a brand” makes them write a review as well.

The survey respondents also mentioned that they are more likely to trust a product recommendation on Facebook than any other social network (71%), followed by Instagram with only 38%.

Not surprisingly, Facebook and retailer websites ist he place to discover new brands and services (53%). However, for purchasing the retailer becomes more important and after purchasing a product people use predominantly Facebook to share their buy (54%) – again Instagram comes in second place.

Spot On!
Now, when you think you just need to give a free product to someone, it makes them write a review or recommendation, you might be wrong. Although, 88% trust friends’ and family members’ reviews when these write about their give free product in exchange, the bloggers only come in at 78%. BUT: Is payment included in exchange for the review, trust-level goes down – especially at bloggers to 48%. Still, the best way ist o have apersonal story which is authentic, not animated and personal.

social-media-recommendations-infographic-2015

Why fans and friends unfollow brands on Facebook, Twitter & Linkedin (Infographic)

Some years ago, the guys at ExactTarget told us why people follow and unfollow brands on social networks and other communication platforms. Time for an update you think? Well, here we go…

The guys at BuzzStream and Fractl conducted some research, asking more than 900 people on why they unfollow brands on social networks. With their And the infographic The Unfollow Algorithm they share their findings with us.

First of all, the big winner seems to be Linkedin. Almost only half of all companies or brands (49%) need to fear that they get unfollowed by their users. More problematic seems to be Facebook: 25% of the respondents said that they unfollowed a brand’s official social media page in the last month. And, also Twitter is losing out: 12% of Twitter users stated they unfollowed a brand in the last few days.

So what are the main reasons for the „unfollow algorithm“? Well, the main reasons is that content of brands becomes repetitive and boring – 21% made clear they will unfollow a brand then. The frequency of posting is also ritical for users. If a brand posts too frequently (over 6 times per day) people will unfollow the brand page.

And what do people want? Almost every one in four (22%) claimed that “images” is the most preferred content type posted by brands.

What is your opinion, and why would you unfollow a brand on a social network?

Unfollow brands Facebook, Twitter & Linkedin

Study: Millennials do B2B purchase decisions differently

Credits: Gerd Altmann  / pixelio.de

Credits: Gerd Altmann / pixelio.de

We all have heard that Millennials, those humans that are frequently connected, well-informed, tech-savvy, and always having an eye on efficiency. But do we know much about their buying habits, especially when it comes to B2B purchase decisions?

The Institute for Business Value at IBM conducted their next study on Millennial called “To buy or not to buy: How Millennials are reshaping B2B marketing”. The research was based on the opinions of 704 Millennial respondents in order to better evaluate their thoughts about
buying habits of those business decision makers oft he future. The respondents had to have at least some degree of purchases power of $10,000 or more. Then,IBM compared the responses of Millennials (1980-1993), Gen X (1965-1979) and Baby Boomers (1954-1964) to see how the strategic buying decisions vary to other generations.

One thing becomes clear, Millennials want simplicity in handling their partners. They value ease of doing business before industry expertise. Compared to Baby Boomers it shows that the later generation was more heading for fast response times from vendors than their attitude to collaborate.

However, cooperation means a lot in terms of buying-decisions for Millennials (56%) and Gen X (64%). These employees claim to make better decisions when involving more colleagues. In contrast, only 39% of Baby Boomers will ask their colleagues for buy-in or recommendations.

In days, when we are all talking about smart and big data, it also shows that Millennials make use of analytics more than their previous generation. Millennials (53%) and Gen X (63%) leverage data to make better business decisions, whereas Baby Boomersare not much keen on using data to drive better purchase value.

Furthermore, Millennials are looking for direct contact with vendors in the sales cycle. When researching for products or services, they tend to get in touch with vendor employees directly. It shows that the days oft he good old sales pitch is over for them. Millennials want authentic and personalized customer experience to establish a better trust basis for the later cooperation. Social Media, chat and instant message are essential for smart collaboration with vendors. However, they want to stay in the driver seat.

“Digital interaction is almost table stakes. The real differentiator is … experiential opportunities to work with vendors. They want a sense of, ‘What would it be like to partner with these guys? Do they have the same values?'” Carolyn Baird, Global Research Leader, IBM Institute of Business Value

Spot on!
It becomes clear that companies and brands who aim to work with Millennial -by 2020 over 50% oft he global workforce- should prepare themselves for offering deep insights and analytics to speed up the business decision and buying process. What is definitely crucial is to be open for new collaboration habits and a culture of cooperation. Probably the most important insight suggested from the study is that vendor companies need to have a culture of open collaboration and easy access to all employees across the vendor organization when addressing B2B Millennial buyers.

Report: B2B content, networks and tactics on Social Media

Very often the question in our seminars come up which platforms, content types and tactics to use on social media. Now, a recent report by Eccolo Media enlightens us – although it has to be mentioned that the basis for the survey was a fair small number of 100 people responsible for influencing or making B2B technology buying decisions (33% influencers, 67% decision makers) but conducted in a series of three different reports.

The survey makes clear that just about every one in three B2B technology buyer (38%) states to not have seen any content from vendors on social networks over the past six months that influenced a business purchase. And now just think how much time you invest in all your information process towards B2B buyers.

Eccolo media 2015 Channel Selection

It also found that 34% of responding people claimed they have seen vendor content on Facebook in the past six months that helped with a purchase decision. Now, this might be as the base was predominantly US marketers but still it shows the power and influence of the biggest social network also on B2B tech buyers. LinkedIn came in as the second most influential network. 32% said they found meaningful content there, Google+ was mentioned by 28%, YouTube 27%, and Twitter 20%.

The early stage decisions in the sales cycle is for tech buyers most useful when it comes to finding content on social media. However, the challenge is awareness (31%) and understanding (36%).

Eccolo media 2015 Sales Cycle

In terms of the content most welcomed and consumed 25% of the surveyed people think case studies from vendors on social media are best to work with. Further content types they liked to consume were technology guides (16%) and whitepapers (16%).

Eccolo media 2015 Which content

Social Selling 2015: The year of redefined engagement

Selling through social media has always been a challenging business. However, all brands and companies we have spoken to in 2014 wanted to turn around Social Media from a brand reputation channel into a sales opportunity touchpoint.

Obviously, many of the companies had already failed. Most of them as they were either too greedy, or just not prepared to go in a bar without expecting someone to sell them a drink – or respectively, to buy their products and services after the brands or companies have posted their first status updates. In my eyes, it is time to shift expectations and start anew. 2015 should not be your year of sales disappointment, it should become your year of redefined engagement.

All companies aim for the same goal. Customer engagement is what companies are waiting, hoping and praying for. Thus, they pump out tons of content pieces from their latest brand sponsoring activities to the best white papers and case studies they can offer until they cannot find any content piece in their PR or marketing repository that has not been shared across the globe. And by accelerating the content via Facebook, Twitter and the likes, they expect their KPIs to become real.

And then, the guys from SocialFlow conducted a study in summer last year. analyzed organic posts with almost 1.5 billion social actions, showing them 99 percent of those updates on Twitter, Facebook, and Google+ create little to no engagement at all. Did brands use engagement the wrong way? Where their tactics bad? And if so, what were the obstacles they did not obey?

Engagement Facebook 2014

Let’s look at the following three tactical approaches. Ask yourself if you really follow the three rules of engagement.

1. Engagement: Think cross-department, cross-partners and cross-employee

Companies still tend to be structured in silos. Internal politics, department thinking and career ambitions rule out what could be replaced by community engagement, employee engagement initiatives or engagement incentive plans. Still, most responsible managers don’t know or forget how networking inside the company and with all external forces like resellers, retailers and partners might might leverage selling opportunities.

Now, whether it is limited digital capabilities of employees or the HR department that is often only involved in social media in terms of setting up social media guidelines, companies should start realitzing that their social media manager is not the company’s silver bullet. HR and marketing need to align forces and work closer together: Culture, relationship building and trust creation is not only a sales business which got nicely highlighted by a study from Altimeter at the end of 2014.

Setting up processes, programs and platforms that work towards a common goal, that get updated by various minds, by different perspectives and manyfold views attracts the engagement of more customers. The formula is easy and proven: More brains can be in more conversations and generate more engagement.

2. Engagement: Learn cross-platform, from “free-meal” to „pay-for-play“

Companies and brands seem to accept that social media is not a „free-meal“ any longer by investing in consulting companies to help transforming their social media efforts into social selling enagement. Facebook is leading in driving engagement to brands according to Simply Measured’s 2014 Facebook Study which analyzed the Interbrand Top 100 Global. Photos accounting for 77% of total engagement, and link usage to around 16%.

However, brands still haven’t respected the fact that getting people to listen and read their marketing messages by posting in social media is changing dramatically. When Facebook turns the algorithm into “less promotional” this year, companies need to start redefining how they approach their customers more subtile. Even if they will be addressing them with building clusters (or circles), contacting them via the „@name“ phenomenon or hashtags. The wording needs tob e chosen carefully, and we can be sure other networks will follow that example.

Thus, the next big thing will be the shift from investing in traditional media to spending more money in platforms that leverage social networking engagement. Products like the LinkedIn Sales Navigator or individual targeting through the combination of data analytics and marketing services, will become the new sales kid in town. Where marketing and media decision makers have invested in nebulous target-group definitions, social networks can cluster target-groups by their individual interest in content, in pictures or in videos.

The only shame is that smart data (and especially media and sales data exchange) across platforms does not work yet. So, banners and sponsored posts will continue to haunt customers although they have already bought a product or service a banner promotes to them. Clever managers invest in blogger programs, in brand advocates and loyalty programs to drive up and cross-selling opportunities. Don’t just think about content!

3. Engagement: Understand cross-quality values

Just to make this clear from the beginning: A LIKE is not only a LIKE, like a Retweet, Repin or Reblog is not just a meaninglesss interaction of some lazy engagement. In many seminars, we see marketers that still center their KPIs around quantitative engagement figures while under-estimating the chances that are covered behind such „automated“ customer interactions: joy, interest, passion, emotions, etc..

Clever sales people use such quantitative engagements for profiling their customers’ habits, experiences and interests in their social CRM database or sales management systems. They value every single customer engagement as they know when to turn quantitative into qualitative engagement, and how to turn it to their favor in meetings, calls and conversations. Knowing that a client has liked a shared golf or football video can be the start of a long-term relationship and open up doors for introductions to others.

Customers will be happy if they get good content to share with their own peers and community. They appreciate the dedication (seasonal content), commitment (consistency of service) and the quality of engagement (high interactivity) that brand accounts offer to them according to a study by the Engagment Labs. Appreciation, well-understood from customers and companies, is the key to social media engagement.

Spot On!
The link between customer engagement and employee engagement was not only proven in a study by Answers Corporation lately. In many examples with customers and experts have we experienced that social media engagement is not rocket-science, however the process of setting it up plus using and finding the right technology is a challenge. Still, the rules of engagement are changing in social media, especially in social networks. Facebook is the former RSS feed, just with the difference that you can sponsor it now. Youtube is the new search engine. It’s 2015! Redefine your engagement mindset!