Article | August 14, 2020
The most promising prospects for cross-selling opportunities are those who have already infused your product or service into their life. How does your organization measure this today? Tools such as Mixpanel and event-based analytics tools allow you to measure product usage. Integrate this data into your CRM to run a report on the most active users of your product. If you don’t have a tool that can help you understand product usage, account-based scoring is another mechanism for prioritizing accounts. Firmographic, demographic, and web analytics data can help you score each company based on the variables that are indicative of good upsell opportunities.
Article | August 14, 2020
When COVID-19 began spreading across the U.S., marketers scrambled to figure out how to respond. Sudden work-from-home mandates, cancelled business trips, postponed conferences and frozen budgets threw a wrench into usual expectations and plans. Users’ needs and online behaviors have changed in tandem, forcing marketers to meet them on their new terms. Search is more important than ever now because people are spending almost all of their time at home and online, consuming media, researching, browsing and shopping.
Article | August 14, 2020
We may have entered a New Year, but we are still living in a world filled with lockdowns and restrictions. Still unable to hug our loved ones, online companionship is quite possibly, more important than ever before.
The last 12 months has shown online communities come together with social media influencers becoming the ultimate lockdown companions.
Amelia Neate, Senior Manager at Influencer Matchmaker explains why companionship is still big on the radar for 2021 and why she thinks it is here to stay.
Since March of last year, most of the population have found themselves spending more time indoors, whether that’s due to lockdown, working from home, furlough or maybe they have been shielding.
But because of that, human interaction has been limited and it doesn’t seem to be on the cards for anytime soon, either. And with a quarter of UK adults saying that lockdown has made them feel lonely, many have turned to social media influencers in a bid to feel less alone.
Helping each other out
Online companionship is much more than simply a one-way street. Whilst it primarily benefits consumers, social media followers and audiences, it also provides rapport for the influencers and brands, too.
Many influencers felt a responsibility to uplift their audiences, keep them company and deliver some much-needed entertainment during a time filled with such despair and crisis.
This, in turn, allowed social media influencers to create a deeper connection with their followers, and the feeling of responsibility provided them with something to focus on and strive for whilst they too, found themselves living a life under restriction.
With the temporary closure of retail alongside many other industries, social media has supplied brands and businesses with an opportunity to establish a brand-new relationship with customers that they may not have had otherwise.
Brands have been able to understand exactly what their customers want by spending more time communicating with them and getting them involved with the content they create and the brands they choose to work with.
As well as this, brands have been able to work closely (albeit virtually) with influencers to provide them with just that.
It isn’t just the relationship between brands, influencers and their audiences, though. Brands have used this time to build relationships with other brands, particularly through the use of social media.
Smaller, local, independent businesses of a similar vein have teamed up with one another to create bespoke packages, combining their products and services as a way to build brand awareness and help gain recognition.
Influencers have also been doing something very similar. ‘Follow Fridays’ have made a triumphant return to Instagram, with many influencers dedicating their time to promoting fellow content creators and sharing their work.
A sense of community
Influencers have worked hard to adapt their content to meet the newfound needs of their audience and to build a community.
The last year has seen an influx in the number of virtual book clubs, Facebook groups and podcasts, many of which have been created as a way to tackle boredom and loneliness - for both the creators and users.
With people forced to embrace daily Zoom calls with work as well as weekend catchups with family members, many have been seeking a distraction that isn’t too far from their norm.
Book clubs such as ‘Beth’s Book Club', founded by Beth Sandland, have blossomed during the coronavirus pandemic. Going from simply reading one book a month, this particular online community has upped the ante and has become a place to discuss their favourite reads and create new friends.
As well as the usual monthly discussion, this book club often features virtual get togethers, Q&A’s with popular authors and even yoga sessions, regularly providing members with something to look forward to.
Such communities have also been welcomed with open arms by royalty. The Duchess of Cornwall, Camilla Parker Bowles, has also launched her very own Instagram book club. The Reading Room features conversations with authors and connects like-minded book lovers.
Facebook groups have also proven to be a popular source of escapism, with many celebrities and social media influencers creating members-only groups for their followers to join.
X-Factor star Sam Bailey created a ‘buddy up’ campaign via her Facebook group, Bailey’s Cuppa Crew. Aiming to help her fans combat loneliness, Sam encouraged them to make friends and even paired people up who would otherwise be spending Christmas alone, providing them with a way to enjoy their festive dinner over Zoom.
Influencers Lily Pebbles and The Anna Edit use a Facebook group to help with their ongoing podcast, ‘At Home With...’. The group enables listeners of the podcast to truly get involved, by sharing detailed feedback and requesting topics for episodes which really places them at the very heart of the podcast.
Similarly, health and fitness app Battle Ready 360, founded by Ollie Ollerton also have a members-only group, allowing users of the app to compete in friendly challenges, make friends and take some time for themselves.
Throughout the entirety of this pandemic, influencers have provided their followers with nothing but positivity, hope and a little inspiration.
A thought for the future
An end is in sight, although it may be a little further away than we initially thought.
But one thing that the pandemic has taught us, is the importance of companionship and the true power of social media influencers.
They are much more than online creators and entertainers, but friends, supporters and advocates for all that we believe in.
And with that being said, I firmly believe that the act of online companionship is something that will stick around, throughout 2021 and beyond.
Article | August 14, 2020
Servicing - It is the Keyword of all the keywords for businesses. Have you ever wondered the reason phrases like “the customer is always right” or “the customer is king” are often quoted by industrial leaders? The answer to this question is that increasingly, the customers have become the main advocates of selling your products.
Customers have become one of the most primary marketing tools for businesses across the globe. As the buyers and potential customers are increasingly expecting more knowledgeable insights about the services and products offered by businesses, it is the customers whose advocacy matters the most.
Businesses are actively putting their happy customers at the forefront of their marketing campaigns and potential customers to present the value of their services and products. Advertising satisfied customers in creative ways like community marketing, testimonial videos, interactive stories, customer blogging, etc., has become as imperative as ever for businesses. Some businesses take it even a step further by participating in consortiums, communities, associations, and guest speaking at big events in the industry.
Hence, the marketing & sales teams and leaders across every industry have been trying to fill in the increasing demand for showcasing more customer advocates.
Now, the main question in mind for many people is how exactly to fill in this demand and capture more customer advocates? Is it through providing incentives to the customers? Is it some other way? Let us understand the crux of what makes customer advocacy a major draw and answer these questions along the way.
Customer Advocacy - The What and Why of Its Significance
The definition of customer advocacy is putting in immaculate focus on the needs and requirements of the customers. The customers in 2020 are smart and have many other alternatives to avail the services or products you are selling. Hence, the conception of pulling a fast one over any of your customers just to make easy money is not even an option in today’s age. In a marketplace with intense competition, businesses have no other choice than to provide exceptional customer services and experience.
It is no surprise that word travels at the speed of light in the age of social media, and any review can go viral worldwide in an instant. Therefore, customer advocacy programs have become such an integral part of businesses, providing them with a competitive advantage and acting as a secret weapon for increasing customer servicing standards in the industry.
Best Ways of Generating Innovative Service to Capture Customer Advocates
The paradigm shift in the demands of the customers in today’s age has urged businesses to dig deeper into customer insights and find the best ways to enhance their customer experience. To optimally achieve exceptional customer servicing, businesses need to be creative, intuitive, and innovative with their strategies, which would subsequently help them in generating customer advocates. Here are some of the best-proven ways to ensure peak service innovation:
Deliver on Your Promises and Acknowledge Your Mistakes: Many businesses lost sight of the primary goal of offering promises to their customers - They must be delivered on. An undelivered promise will leave a much worse taste in the mouth of a customer than lousy servicing. Hence, acknowledging your mistakes (if you make any) is a crucial part of generating customer advocacy, as it establishes trust within the customer of expecting complete honesty from a business. Building a solid foundation based on service, customer experience, responsive delivery, and in-person experiences are the main pillars of building customer advocacy.
Know the Problems of Your Customers: Market research is, perhaps, one of the greatest tools for gaining informative customer insights. An industrial leader once said that “The most important thing you can bring to a dialogue with me is knowing my problems”. This is the exact thing that the customers are looking for from businesses. Developing a customer as a viable reference requires businesses to know everything about their problems, their needs, and their expectations. Once a business knows all of this, they can excellently service their customers.
Customer References Should Be Put Together with Their Peers: Executives and managers who might be dealing with similar issues as the customers should relate to your firm for presenting a holistic view of their experience and expectations. So, how can your business connect these two forces you might be wondering? The most convenient way to connect them is via live events, the Internet, teleconferences, consortiums, and events. Here, they can not only connect, but also exchange their ideas while learning various new approaches to customer servicing.
Smartly Market Your Customers: Case studies and whitepapers are the primary sources of marketing for many businesses. Smartly incorporating customers’ achievements in advocating your business and their testimonials can pull in a much bigger number of prospects for businesses. Prospects are not looking for exaggerated descriptions of the services offered by your firm, but the real-life applications of them, which grounds the services and presents them with a real oversight of what to expect.
Coordinating PR Messaging along the Lines of the Customer’s: Customer advocacy has the word “customer” in it for a reason. Aligning your PR messaging with what the customer wants to convey about your business is very imperative. These customers will be providing their time to advocate for your business. Hence, it is important that the core takeaway of the PR messaging is properly aligned with what the customer wants to advocate about your business.
Success is a Two-Way Street: As mentioned previously, it is important to emphasize the fact that the customer advocates are devoting their time and resources for your business. Hence, their expectations for your business succeeding is for the obvious reasons. If your business falls in the category of an SME, then you are more likely to thrive for a longer time. If your business falls in the category of a large enterprise, then you are more than likely to invest your capital in product development and market research for enhancing the services your business provides. Therefore, do not feel intimidation in asking for legitimate reference support, even from your customer advocates.
Now that you are aware of how to implement innovative service for generating customer advocates effectively, all that remains is for you to practice the techniques. Businesses should understand that getting advocacy from customers is significantly different than getting purchases from them. Fresh value propositions, along with optimum future involvement, is the key to getting customer advocates. Embracing this is the most important step in realizing the true potential of the customers, and it can help your business in recording exceptional growth.