Where Consumers Go, Marketers Will Follow

Posted by Haley Brennan on January 27th, 2012 in , , ,

It’s no surprise that with the increasing popularity of Facebook and Twitter (Facebook usage continued to grow 40% since October 2011), more marketers are also spending more time on these social sites.  As other social sites have started to attract more users, like YouTube and Tumblr, which saw an increase of 172% in audience size from 2010 to 2011, according to a comScore report, marketers have decided to branch out of their social networking comfort zones and join them.

70% of US marketers believe that their next step in social media is to increase their presence across multiple social media platforms, according to an article on eMarketer.  This makes sense since 88% of marketers have already found their way to Facebook and 83% are already active on Twitter.

Facebook can expect to see an additional 6% of those not already engaged on the site, while 8% of non-Tweeters plan to use the site within the coming year. An additional 28% of marketers plan to increase their use of blogs  and 18% want to begin marketing on YouTube.

Sites like Pinterest that are seeing an increase in usage can expect more and more marketers to appear. The site saw a 512% increase in time spent on the site since May 2011.  Pinterest follows right behind Facebook and Tumblr when it comes to time spent on the site and as the trend shows, it is only a matter of time before marketers and brands flock to these sites as well to keep up with their consumers.

 

 

 

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What Gets Clicked on Twitter

Posted by Brian Cavoli on January 25th, 2012 in , ,

You think you know a thing or two about using Twitter to promote your product?  If you are using Twitter to drive people to product pages, offers, articles and blog posts, then you need to know what gives you the best chance for success.

Dan Zarella of Hubspot studied this and created a great infographic on how to get more clicks out of Twitter. Here a summary of his findings with a little of our own commentary.

  • Keep tweets between 12 and 130 characters.   This makes a lot of sense. You want to say enough to communicate a compelling thought while leaving enough space for the RT and your username. If you want to be re-tweeted, keep your audience in mind and make it as easy as possible for someone to just click RT.  The more time they have to spend figuring out ways to cut words and spaces to get it down to 140, the less likely they’ll be to do it. An RT should just take a second.
  • Place links about 25% of the way through.  The highest click rates occurred when the link was a quarter of the way into the message.  This was an eye-opener for me. I usually put the link at the end of the tweet so I can use the beginning of the message to build the call to action. But as they say in the newsroom, don’t bury the lead.  The chart shows that you don’t want to start with the link, but get it in the message early.
  • Tweet links a slower pace.  Sending only 1 or 2 links per hour will boost your click rate by as much as 300% compared to more frequent posts.  You don’t want to appear spammy and sending too much of anything becomes noise. Make your tweets count by sending quality links at a slow, but steady basis.
  • Choose the right words. Twitter is a conversation so it’s important to recognize the people you are communicating with.  Tweets mentioning others using the word “via” and @ had click rates in the 6% range, triple the click rate of tweets not using the terms. “RT” and “please” were also well received.  It pays to be polite on Twitter.  On the other hand, the use of “@addthis” and “marketing” actually performed worse than tweets without them.  Think about that the next time you click the share button.  My guess is that many share button tweets prepopulate the language in the post so it becomes a lot less interesting if a lot of people tweeting the same thing the exact same way. My takeaway, be creative.
  • Experiment using paper.li.  If you are not familiar, paper.li is an automated content aggregator on a particular topic.  Content is collected daily based on keywords or hashtags and posts are sent daily with the words “daily is out”. This must create a sense of ugency people can’t resist. According to the study, these gets click rates in the 30% range.  Sounds like it’s time to set one of these up.
  • Use action words: more verbs, fewer nouns.  Tweets with more adverbs and verbs have a much higher click rate than tweets with mostly nouns and adjectives.  This all comes down to being interesting and talking in an active voice. Nouns are passive and boring.
  • Tweet on the weekends.  Tweet click rates jump on Saturday and Sunday. A Sysmos report from 2009 shows that Twitter volume is somewhat lower on the weekend, especially on Sunday.  Seems like when activity is lower, your tweet is more likely to get noticed.
  • Tweet later in the day.  Clicks rates are high at 9am before fading as the morning coffee wears off.  Lunch must energize people because clicks skyrocket to their highest point in the day at 2pm. Rates fade and jump at 5pm and again between 8 and 10pm.  The study doesn’t indicate whether these are east coast times, but I suspect they are.  So I’m sure the popularity of afternoon tweets has a lot to do with the addition of our west coast friends when they come online.  No matter where you live, avoid 2am to 7am. Nobody’s clicking anything then.

This is interesting stuff. Some of these findings have made me re-think some the ways I approach Twitter for marketing. What about you? Lets talk about it at @bzzagent.

 

 

 

 

 

 

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AgentBzz: Meet Mari

Posted by Haley Brennan on January 24th, 2012 in , , , ,

Tell us a little about yourself and your family

I am a SAHM of 3 kids ages 13, 9 and 6.  I also am a social worker and am trying to start my own online business.  My husband is an MIT educated Computer Engineer.  My oldest child Gavi,  is a computer whiz like his dad – spends most of his time programing and creating video games to sell on the APP store!  My middle child competes with riding horses (hunter/jumper) and is currently 7th in New England in one of her divisions – pretty good for 9 years old. That is Mimi in the picture with Picasso our pony (more like a big dog!). My youngest, Eli, is a funny kid who loves to play sports and make jokes – life of the party type of guy.  I pretty much live for my kids and do whatever I can to make their lives better.  I am an excellent friend and very intense person.  I hold my beliefs strongly and it can be said that I have an assertive personality (ie: I am bossy!)

Why do you love being a BzzAgent?

I love being a BzzAgent because I get to share my opinions and feel like what I have to say matters.  As a mom, I don’t get to use my intellect that much, but by reviewing items and writing about them, I can at least feel like I am contributing in some way to the world.  Plus it is fun to try new things!  It is like Christmas when I get a new BzzKit in the mail – I love it!

What have been your favorite BzzCampains?

Of course my favorite BzzCampaigns have been the Werther’s Caramels and the Lindor Truffles Campaigns! Super yum!! We LOVE candy and chocolate, so everyone in my life was very grateful to be included in those campaigns – Tasting and reviewing candy? That is like a dream job!  My oldest still has dreams of being an “ice cream taster” as his grown-up job.  By participating in these BzzCampaigns he has the idea that his dreams can come true!! ;)

What makes you want to out a product? How do you Bzz?

I guess I want to  talk about a product when it is either really good or really bad – Both ends of the spectrum get me fired up and want to tell others.  I am really all about advocacy as a social worker and as a mom – I want to stand up and tell people when things need to be improved or if they are already spectacular – Either way people need to know the truth.

What would you do if you were immortal for a day?

You are testing me now… I am in the middle of private High School applications with my oldest child and all were are doing is writing essays like these… oy vey!

If I was immortal for a day, I would change the world. I would want to help as many people as possible – for example, go into drug infested neighborhoods and rescue kids that were being abused (I couldn’t get hurt after all).

I would want to end as much suffering as possible – Would I have other magical powers?  If I did, I would make the leaders of the world just get along already!  No more suicide bombs, no more buses blowing up, and no more people hating others for no real reason – Just work it out already people, will you???

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Looking for the ROI of Social? It’s $1.50

Posted by Brian Cavoli on January 23rd, 2012 in , , ,

For every $1 spent, social marketing returns an average of $1.50. That’s what we found after analyzing results from all the Market Mix Modeling (MMM) studies conducted on BzzAgent social marketing campaigns for several of the world’s leading CPG companies.

(Here’s the press release on the study)

The MMM studies were conducted on 21 campaigns by top measurement firms including Nielsen, Genpact and Foresight ROI between 2009 and 2011. We’d love to be able to discuss the companies involved, but as you can imagine, they hold their ROI cards pretty close to the vest. They are valued clients and we respect that. We can say that they are all large CPG companies, including 3 of the top 10, with products sold at retail nationally.

An average ROI of $1.50 for social marketing is great validation about the financial impact social can make on a business. In some cases, the studies have shown that the ROI has been as effective as anything in the brand’s marketing mix. It’s important to look at ROI in the big picture. We know that ROI analysis practices can differ in every company.  So a lower ROI may still represent a very successful campaign when evaluated in the context of the overall marketing plan.  The great thing is that sophisticated analysis like MMM enables you to do that.

If you are not familiar with MMM, it’s considered the gold standard in media measurement. Some of the biggest marketers in the world use it to quantify the drivers of business performance across all marketing channels and activities.  It is a comprehensive process led by specialty measurement firms and it is usually conducted once a year.

What does this all mean? Two things:

1. Social ROI Can Be Measured Accurately.  Social marketing can be measured using the same sophisticated analysis used on all other media investments. Marketers don’t need to make up new metrics or rely on inexact assessments of influence and engagement to evaluate business impact.  Social can be measured apples-to-apples with other media in the marketing mix.

2. Social is an Effective Sales Channel.  We’ve always known that social media has a tremendous influence on our purchase decisions, but its actual business impact has been unclear.  When social marketing is focused on product attributes, with the right targeting, cultivation and measurement practices, it can be a highly effective sales channel for brands.

Social media is used many different ways in an organization. Each department has their own communication goals, so their metrics of success should reflect that.  If you are in marketing and looking to support the sales effort of the company, then social media can be an effective tool for driving sales.  With the right practices, it can be managed and measured the same way you evaluate marketing investments in every other media format.   As we’ve seen from this data, often its social media that comes out on top.

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The Monster Infographic of Social Sharing

Posted by Brian Cavoli on January 19th, 2012 in

If you love social media stats, don’t make another click. AllTwitter has the following infographic on just about everything you every wanted to know about the state of social media. Pour yourself a fresh cup of coffee and start scrolling…

 

 

 

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What Does it Really Mean to be Customer-Centric?

Posted by Brian Cavoli on January 17th, 2012 in ,

Everyone claims to be all about the customer these days.  But what does that really mean?  Just because a company offers special promotions on their Facebook page and responds quickly to customers in Twitter doesn’t mean they are customer-centric.

At the National Retail Federation’s Big Show event in NY this week, Macy’s CMO Peter Sachse spoke on a panel with dunnhumby’s Stuart Aitken and Katherine Black about using customer data to make business decisions.

Talking about the importance of the customer is one thing, but when it’s time to make important business decisions, most fall back on the old P&L.  Real customer-centric decision making takes a commitment.  That has to start at the top because these decisions don’t always enhance the P&L in the short term.

Peter gave a great example of that.  A particular product line wasn’t doing well in in their stores. Turnover wasn’t right, volume wasn’t right, and the gross margin wasn’t right.  So from a purely P&L standpoint, the line should be cut.  But with access to dunnhumby customer data, an entirely different picture emerged.  Looking at the data through a customer lens revealed that this line was a favorite of Macy’s most loyal and frequent shoppers.  The data told them that if they fired these customers by cutting this line, “they’d lose this much business from cosmetics, this much business from intimate apparel, and this much from the mens store.”

For Macy’s, the decision was easy. Keep the product in the store and keep their best customers happy. Peter says, the customer “gets a seat at the table every single day with us”.

Making real customer-centric business decisions like this requires a commitment at every level in the organization.  Stuart Aitken said that when dunnhumby engages with a client, one of the first things they do is align the customer language across the company. They have to define exactly what it means to be customer-centric so all stakeholders across the company think and act the same way.

You’ve got to treat your customers well, but you have to treat your best customers better.

The same is true with social media. Your Facebook and Twitter followers may be social savvy, but that doesn’t mean they are good customers.  The number one reason people follow a company on Facebook and Twitter is to get freebies.  These aren’t necessarily the people who know a lot about your product or have the motivation to spread their opinions to others.

Look at social media followers through that same customer lens.  Use shopper data to identify your best customers in social media and give them unique brand experiences. They’ll reward you not only with additional purchases, but with a personal advocacy that can influence all those around them.

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AgentBzz: Meet Agent ErinE193

Posted by Haley Brennan on January 17th, 2012 in , , , , ,

Tell us a little about yourself and your family

I am currently a stay at home Mom to a beautiful 9 month old baby girl, Bella. My husband and I recently moved to Nashville, TN where he works from home. We love it here, but miss our family in Charleston, SC. With my staying home and my husband working from home our quality of life is wonderful, so we decided that it was worth it to be here. We are enjoying being around each other as much as possible!

Why do you love being a BzzAgent?

I love being a BzzAgent because not only does it let me try out new and exciting products, but I am able to keep in touch with other moms in the area through bzzing about products and sparking up conversations I may not have had otherwise.

What have been some of your favorite BzzCampaigns?

My favorite BzzCampaigns so far have been the Maybelline Lots of Lashes and Baby Lips campaign and the Private selection campaign.

Maybelline was so fun for me to share with my girlfriends and they loved getting the products to try. Private Selection was amazing and we were able to have two nights of friends over to enjoy it as well. The products are so great-I will truly continue to buy both products!

What makes you want to Bzz about a product?

Why wouldn’t I want to talk about them!? I get excited every time I get a box in the mail and I can’t wait to Bzz about it! My friends think it’s great and we all enjoy trying the products out. I love Bzzing about products.

How do you Bzz?

I first start bzzing through facebook and twitter. I also meet with a group of moms once a week. Everyone is always asking me what’s next to try and everyone gets excited!!!

If you could have dinner with any 3 people, who would they be?

John Adams because he was such a stand up guy, so intriguing, and a crucial part of our American history

Carrie Underwood because I just adore her and her beautiful voice. I would like to grasp how it feels to be a superstar with an amazing voice :)

Steve Jobs. Oh how I would love to get in that head of his and hear some of his ideas and views. He has transformed technology as our world knows it.

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On Facebook, Brands are from Mars and Consumers are from Venus

Posted by Brian Cavoli on January 11th, 2012 in ,

Like the metaphor from the famous relationship book from the 90’s, sometimes it seems brands and consumers communicate so differently, it’s like they are from different planets. Especially when they connect on Facebook.

Take a look at some of the findings from the “Social Brand Experience” report from the CMO Council.  They interviewed both brands and consumers about their use of social media and some of the differences are eye-opening.  It seems that Brands are still very preoccupied with themselves on Facebook.  They are missing the real reason people visit them on Facebook, and more importantly, they are missing a tremendous opportunity to recognize and cultivate their very best customers who are looking to deepen their relationship with the brand.

When brands were asked why they believe customers “Like” their brand on Facebook, most said it was because of all the great content they put on the page.  “The content is agreeable” was the top response with 57% of respondents.  Loyalty and advocacy are afterthoughts.  It’s not until you get down to the bottom of the list do you find things like “loyal customers” and interest in connecting and helping with other customers.

When it comes to responding to “likes”, marketers know its about engagement and continuing the conversation. Although, it is funny that more that 20% of them have no idea. And it’s scary that more companies think this means they can deliver more advertising (10%) than think they should be rewarding advocacy and brand champions (7%).

Here’s the eye-opener.  When consumers were asked why they like brands on Facebook, the number one reason was “I’m a loyal customer”.  Where’s the love for agreeable content? It’s 5th on the list.

Facebook is a great place for brands and consumers to connect. But marketers need to look at what consumers are telling them in these charts. Company Facebook pages aren’t about you. Many following your page don’t care as much about all the content on the page as you do. That’s what your website is for.  Your loyal customers are seeking you out on Facebook, and many of them are eager to advocate for you by sharing their opinions and by helping others with their purchase decisions. Don’t treat them like freebie hunters.

With dunnhumby, we’ve got some exciting ways for you to identify loyal customers who are also active in social media so you can give them exactly what they are looking for – personal attention and new products to share with the world.

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AgentBzz: Meet Agent Masacras

Posted by Haley Brennan on January 10th, 2012 in , ,

Tell us a little about yourself

I’m married with 3 kids. I was laid off work last summer along with 14 other people from a Healthcare Software company. While it was harsh at first realizing I’m considered old technology, I’ve adapted. I love being home with the kids and being THAT mom who brings the orange slices to the soccer games. I love being outdoors and enjoy being with my family. I’m hoping to go back to school in January to become an Education Assistant.

Why do you like being a BzzAgent?

I love trying new products and I really like talking about them. I find its a great icebreaker, too. I don’t know how many times I’ve started chatting with parents I don’t really know in the school yard about products we’ve tried. I love the variety of the campaigns, too. One minute I can be Bzzing about Scrubbing Bubbles, the next it may be Bananagrams.

What have been some of your favorite BzzCampaigns and why?

The Sol beer was a good campaign. I enjoyed it because I got to Bzz about it sitting in my back yard and drinking beer with friends. What’s not to like about that? I also liked the Tabasco sauce campaign. The mini bottles were a great conversation starter at work. No one had ever seen them so tiny before!

What makes you want to talk about a product? How do you Bzz?

When it comes to talking about a product, I like to focus on the ease of use, the cost, and how it makes life easier. Everyone I know needs a little help with at least one of those things, so why not talk about it?

If you could have dinner with any 3 people living or dead, who would they be? Why?

Bruce Willis

Queen Elizabeth II

My great grandma

Sounds like an odd combination, I will agree. Here’s why. Bruce Willis is my number 1 guy. I love his films and I think he’s a charmer off screen. I think he would be a wonderful conversationalist who would make everyone feel involved.

Queen Elizabeth II. I am English by birth. My love for the monarchy is born and bred into me. I have a lot of respect for the Queen. She’s changed the way the Royals have operated over her reign. I would love to have dinner with her.

And finally the most important person on this list is my great Grandma. She died back in the 90′s. She was the nicest human being that ever lived. I love her and miss her dearly. I’d love one more dinner with her.


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New eBook on Key WOMMA Trends and Takeaways

Posted by Brian Cavoli on January 5th, 2012 in ,

If you’ve been wondering what you missed at the most recent WOMMA Summit, a new ebook captures the best of the event for you. WOMMA got together with NM Incite to analyze the social media discussions occurring during the event, and they tapped a handful of attendees for their opinions on the key takeaways.

Some of the stats included in the ebook are:

  • Most retweeted tweeters
  • Most buzzed about topics and brands
  • Most buzzed about speakers (includes our own Paul Hunter!)
  • Conversation volume by social media source

Commentary in the the ebook include articles from 14 attendees including Chris Laird of P&G Tremor, Deborah Holland of Publishers Clearing House, Joe Fairless of Mr Youth, and yours truly. I’ve got an article in there about scaling social through better measurement.

I think the ebook is a great idea and WOMMA did a nice job with it. You can download it free on their site at: http://womma.org/ebook/

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