Live Stream Marketing and Your Integrated Marketing Plan
Live stream marketing is growing in popularity in all different areas. Sports teams can now broadcast their games across the internet, bands can reach a bigger crowd online and companies can market to their unique audiences.
Multiple social media platforms now offer users live streaming marketing capabilities too. Whether you want to use Facebook, Instagram, YouTube, or even Twitch, there’s a platform for everyone. Due to the multi-channel accessibility lives streaming provides, businesses can reach bigger audiences than ever before.
According to Marketing Week, live stream marketing is the key to building authenticity with younger generations. Sara Carter, an experienced tech expert at Enlightened Digital, agrees. “Live stream marketing is going to be most efficient when trying to reach millennials and Generation Z,” Carter says. “With the ever-growing importance of finding ways to differentiate your brand, live stream marketing just might be a good strategy to add when trying to reach these demographics.”
4 Big Ways to Use Live Stream Marketing
Live Stream Interviews
Customers want the inside scoop that’s happening NOW. Conducting “get to know me” interviews with different employees and creators can be a great way to do that. It will give your business relatability and give prospective customers a better understanding of your company’s culture and values.
Another benefit of live streaming is that it’s able to be filmed wherever you want it to be. These interviews can take place sitting at your desk or on a set created in the meeting room. If live stream interviews are something you want to try, be sure it’s done with a professional air. Be prepared with questions to ask, act comfortable in front of the camera and know how to use the technology. Poorly done live stream marketing can become a negative reflection of your brand. If you’re unprepared, it will show. The time and preparation will pay off when audiences can tell you put effort into creating something special just for them.
How-Tos
Another great live stream marketing engagement idea is creating a tutorial. A how-to live stream can be a fun and interactive outreach. A how-to live stream doesn’t mean an artistic how-to necessarily, which is a common misconception. These live streams can range from how to write an eye-catching blog post to how to put together a great summer outfit. There are countless ways for any business type to get involved in this live stream tactic. How-tos are for anyone that’s creative enough to come up with a fun idea that customers will want to emulate. How-to live streams can also provide an opportunity to reach a new audience, especially if you center your project on material that’s different from what your business typically gravitates towards.
Content Collaboration
If you’re afraid that the content or employees in your live streams repetitive, don’t worry! Live streaming is a great place for content collaborations. Inviting outsiders in will give your stream a fresh set of opinions and ideas. These individuals can be creators or influencers working in your field, or even other business owners that you think could make a positive impact. Use tactics like a back and forth conversation between CEO’s, a Q&A, or a content swap with a social media influencer in your city. There are endless options when it comes to working this into your live stream marketing strategy. Working with other influencers in your field introduces them to a new audience and gives your brand access to the audience they’ve already built. Both sides win!
Want to make your clientele feel like they know the ins and outs of your business? An office tour could do just that. Having the ability to create brand loyalty is an essential step in establishing a strong business. Allowing customers to step inside the office of the CEO, for example, could make those watching feel like part of the team. These live streams can show off your company’s personality and culture. Your office’s decoration can display an identity, and identity provides something to which a customer can relate.
The Impact of Live Stream Marketing
It’s measurable. In the end, what matters is how your company and the marketing strategies you’re using are accepted. By live streaming, your brand can get immediate, quantitative feedback on both reach and engagement. Live stream marketing is convenient, free, and super hot right now!
So don’t be shy, get live! The world is ready to watch.
Bonnie Harris is an integrated marketing communications (IMC) expert with more than twenty years of marketing communications experience across traditional and digital media. She has created IMC campaigns for a wide variety of clients from Ivy League universities to healthcare specialty practices. She blogs and writes about IMC for national… View full profile ›
Read more at https://www.business2community.com/video-marketing/4-big-ways-to-use-live-stream-marketing-02088510
Getting inside the marketing mind means not only understanding your customers and how they make decisions but understanding your own marketing efforts to ensure they align with your customers and prospects.
Marketing Mind
Take a look at the infographic at the bottom of this post (if you have trouble reading it, simply click on the figure to enlarge it). The image shows a look inside the marketing mind.
Divided into 2 hemispheres (unfortunately, a division of labor that has fallen out of favor in the medical community) makes the distinction between analytical and creative aspects of marketing. In the not too distant past, these activities would have been similarly divided with the IT and Finance functions concerned with analytical components and marketing/ sales folks owning the creative components of marketing. Just as the notion that the 2 hemispheres of the brain function independently has fallen, so has the functionality of dividing analytical and creative activities between different departments or functional areas.
Today, I’d like to focus on the data side of the marketing mind. For more on the creative side, check out my posts on content marketing.
The analytical marketing mind
It wasn’t so long ago that marketing was dominated by creatives and expressing marketing performance relied on squishy metrics such as ad recall and reach. Today, properly constructed marketing efforts generate a host of metrics that help businesses optimize market performance in terms of sales, conversion rates, AOV (average order value), and customer acquisition — things that translate to the firm’s bottom line.
Based on the infographic, data analysis generates 7X as many inquiries and 4X as many leads compared to firms who don’t analyze such data. I leave it to you to see other benefits of having an analytical marketing mind.
Caveats:
All data has a cost. Those costs may reflect costs to gather, analyze, and store the data. Or, the cost may reflect annoyances to prospective customers that might interfere with conversion–opportunity costs. Either way, you should only collect data that help improve your marketing efforts to reduce these costs.
Data quality is critically important, as well. Bad data lead to bad decisions and the prevalence of inaccurate data makes this a serious concern. Data mistakes come from a variety of sources, but the most common is human error–either the data was input incorrectly or there was a problem constructing the database. Sometimes, data errors come during analysis when data are combined without a clear understanding of the data contained in the database. For instance, combining inquiries with conversions would be inappropriate but it analysts don’t clearly understand what is in the database, they might make such a combination.
Companies with clean data are 3X more likely to see revenue growth, according to the infographic.
Data analysis and application
In the old days, marketing or someone in the C-suite might ask a business intelligence employee to create a report that can be run daily, weekly, etc or for a custom report. The request might take days or weeks to complete. Today, we need up-to-the-minute data, often in real-time, and our data needs change frequently. Hence, marketers must become more analytical with the ability to query databases using SQL, Python, and other tools. At the same time, traditional marketing research is less about surveys analyzed using SPSS, and more about qualitative data collection using text analytics.
Data analysis has moved beyond targeting, to focus on marketing personas, which contain rich behavioral and psychographic data in addition to demographics.
Sharing the marketing mind
Data must be shared among the various folks who’ll use the data–such as sales, creative, operations, NPD (new product development), and other functional areas. Holding the data hostage with only a few people able to access it is counterproductive.
Aligning the creative with data is necessary to optimize market performance. Good, quality, fresh leads need to go out to the sales force (who also need to funnel insights back to the corporation rather than hold them close to the chest). Creative needs to understand which offers, headlines, images, sharing options, and posting schedules are most effective, they need to understand how and why subscribers respond to email messages, they need to know what social media strategies are working best on which platforms. Helping creatives glean actionable insights from the data is critical for performance.
And, that’s why it’s often ineffective to use statisticians or other data crunchers for data analysis. It’s not that they aren’t experts with data manipulation because they are. But, without an understanding of marketing concepts, these data jockeys don’t know WHAT to look for, as not all metrics that contribute to market performance are obvious to those without such training. By the same token, data analysts might have a hard time translating the data into action for creatives who may also not have a good understanding of marketing concepts.
Hence, someone needs to bridge the hemispheres between data and creatives.
Data helps tailor content
Another way in which the complete marketing mind facilitates market performance is through using data to tailor content to individual users. For instance, knowing that a particular visitor is interested in a particular product and how they’ll use that product, helps creatives tailor their content to better align content with the needs of that customer. Knowing where a customer is along the journey toward conversion and loyalty also helps creatives craft content that specifically addresses concerns a visitor might have based on their own customer journey. Knowing how to effectively address these concerns leads to improved market performance.
Every Marketing Tool You Need to Know About in 2018
This mega list of marketing tools is categorized.
Check out tools for automation, email, ads, SEO, SMM, research, analysis and a ton more.
Most of these tools are either free or affordable.
Each tool alone has the power to energize your marketing successes. Together, these tools could add up to your winning formula for making marketing unicorns.
1. Site Audience Comparison
SimilarWeb
Alexa
Google Analytics
Experian
2. Digital Analytics Tools
Google Analytics
Google Analytics Premium
Adobe Analytics
Kissmetrics
3. SEO Keyword Analysis
Google AdWords Keyword Planner
Google Trends
SEMRush
Bing Ads
Übersuggest
4. SEO Rank Checking
Google Search Console
SEMRush
Searchmetrics
Moz
Ryte
5. SEO Site Crawling
Google Search Console
Ryte
Screaming Frog
6. SEO Backlink Analysis
Google Search Console
SEMRush
Ahrefs
Majestic
LinkResearchTools
7. AdWords Paid Search Analysis
WordStream
SEMRush
SpyFu
Optmyzr
8. Influencer Outreach and Management
Buzzsumo
BuzzStream
Traackr
Onalytica
Lithium
9. Data Management Platforms and Audience Targeting
Cxense
Criteo
Krux
Neustar
Oracle
Adobe Audience Manager
10. Page Engagement Tools
Clicktale
Crazy Egg
Tealeaf
11. Content Management Systems
Sitecore
Adobe Experience Manager
Acquia
Oracle WebCenter
12. Blogging Tools
WordPress
HubSpot
Movable Type
ExpressionEngine
Drupal
13. Content Curation and Authoring Tools
Evernote
IFTTT
Feedly
Scoop.it
Cronycle
14. Landing Page Creation and Testing Tools
Unbounce
LeadPages
Instapage
Optimizely
15. Digital Asset Management
Adobe Experience Manager
Wistia
Vimeo
Uberflip
Placeit
16. On-site Push Notifications
Hello Bar
BrightInfo
Sumo
Evergage
Bounce Exchange
SaleCycle
17. Personalization for Ecommerce
Evergage
Barilliance
Marketizator
SaleCycle
Monetate
18. Ecommerce Cart Recovery
Cloud.IQ
SaleCycle
Optilead
Fresh Relevance
Pure360
19. A/B and Multivariate Testing Tools
Convert
Visual Website Optimizer
Optimizely
Oracle Maxymiser
SiteSpect
20. Ecommerce Management
Magento
Woo Themes
Shopify
PrestaShop
Actinic
21. Product and Customer Review Tools
Trustpilot
Feefo
Yotpo
Bazaarvoice
Reevoo
22. Call Tracking
Infinity
Convirza
ResponseTap
CallTrackingMetrics
CallRail
Nextiva
23. Social Media Publishing Focus
HootSuite
Buffer
SproutSocial
Viralheat
FalconSocial
24. Social Media Listening Focus
SocialMention
Talkwalker Alerts
BuzzSumo
Social Crawlytics
Sysomos
25. Social Media Campaign Tools
Shortstack
Spredfast
Woobox
Pagemodo
Tabfoundry
26. Online Customer Service Tools
MobileMonkey
Zendesk
Help Scout
Get Satisfaction
Freshdesk
Groove
27. Marketing Cloud, CRM and Campaign Management Tools
HubSpot
Marketo
Hatchbuck
SalesForce
Oracle Marketing Cloud
Adobe Marketing Cloud
28. Email Service Providers and Marketing Automation Services
Aweber
iContact
MailChimp
Constant Contact
Get Response
Infusionsoft
Act-On
29. Facebook Messenger and Chatbot Tools
MobileMonkey
30. Email Marketing Optimization Tools
SurveyMonkey
Polldaddy
Typeform
Take your marketing strategies to the next level using the tools above.
61% of marketers say that generating quality business leads is their biggest challenge. This shows that all businesses need to spend a lot of energy to attract prospects. To make things a bit easier, it’s important to be clear about some simple but proven marketing tactics — these 12 techniques are essential if you want to know how to attract customers more effectively.
This blog looks at ways to attract a group of prospects or customers potentially interested in your product or service. It is important to properly qualify your business leads good correspondence to your business, the potential for transformation into prospects or, in other words, the serious leads that are worthwhile to provide sales efforts.
Let’s dive into the techniques that will turn your business into a lead generation machine:
Direct Marketing: personally, contact your potential client
The Direct Marketing is a technique used to communicate directly with prospects, e.g. IM, during a call or e-mail, or in person. A direct marketing message almost always involves a specific call to action, intended to trigger a direct response from your target. These responses can range from clicking a link to subscribe to calling a phone number or visiting a website. A strong call for action might even prompt the target to buy a product directly. A direct marketing message can be the first point of contact that prospects have with your brand
A) Know that some people feel this form of marketing as intrusive and painful. As you often contact your prospects without having an appointment, adapt your communication and highlight what are the benefits for them.
A well-targeted direct marketing campaign always has great benefits, as it allows you to:
B) Ability to contact targets that are difficult to reach otherwise
Example: Older generations are not very engaged in digital, but they might be interested in your offer if you call them.
C) Test the attractiveness of your product or service because potential customers must respond immediately
Example: You have designed a new product, but you are not sure how people will react. Why not call a test audience and see how they react, before going ahead and throwing it out?
D) Achieve clear and measurable results
Example: You can very easily evaluate the impact of your direct marketing campaign. If you sent a direct email to 100 prospects inviting them to download your catalog for free, and 20 of them did, it gives you a 20% positive response rate. You can then qualify them and feed them to sign the deal later … knowing exactly how many leads have become customers. Very handy for easily measuring success and calculating the cost of acquiring new customers that results from this campaign.
1. Cold Solicitation: to convince your prospects in real-time conversations
Skip unsolicited calls to potential customers, or “ cold calling”, was one of the favorite techniques before, but its popularity declined. This is understandable because calling people can be tiring and tedious if they have never heard of your company before — and they might not be super interested.
This does not mean that this form of telemarketing is always a bad idea. Having real-time conversations with potential customers can play an important role in convincing them. And if you target your efforts on decision makers, you greatly increase your chances of convincing them.
Focus on clear, targeted audiences with a well-prepared script, and compare statistics about your business (number and duration of your calls), quality (how many decision makers did you reach, how many leads do you have) qualified?) and the conversion rate (how many demos or purchases have followed the call?) to find out if this is a technique in which you should invest. You can buy call lists for this, or build them yourself, for example via events or online searches.
2. Direct Mailing: Make sure your target audience sees your messages
Direct mailing, whether sent by e-mail or mail, can also be a valuable technique if you want to target a specific audience effectively. Make people aware of your brand or catch their attention with creative and interesting messages. For example, top executives may be important prospects for your business, but they do not have much time to browse the web for information. Make sure they do not miss out on your content and send them a direct email with information that you have compiled specifically for them.
Direct marketing: advantages and disadvantages
The reasons why direct marketing is a popular marketing tactic are clear: it allows for personal contact, helps you reach an audience that might be hard to reach otherwise, and provides you with exact figures about who you’ve called or contacted via your mailing.
However, calling or sending a mailing to all these prospects in a personalized way takes a lot of time. And sometimes your efforts are not even appreciated, because not everybody likes to be contacted unexpectedly, or finds that your messages are a little too urgent.
Do not worry: direct marketing is always a valuable tactic, especially when combined with other marketing techniques. And best of all, you can easily do it yourself without any outside help.
Inbound Marketing: distribute interesting content to attract the attention of your customers
We have already indicated that if you contact prospects through direct marketing, you should share valuable content with them … But the content is what, exactly?
The content is presenting information to an audience that can be shared in different formats. There are many possibilities: in addition to e-mails you can write blogs, ebooks or product catalogs, create videos and more.
Content plays a key role in inbound marketing. By broadcasting informative, educational or entertaining content, you create a real relationship with your audience. Providing content to your potential customers helps them find what they need and shows that your business is trustworthy. Without speaking to them directly, you help your prospects assess their situation, find a solution and make a decision.
With inbound marketing, you give potential customers the exact information they are looking for. Perfect for buyers who like to find out carefully before (or even without) a face-to-face conversation.
3. Content: the basic component of all your marketing actions
According to Forrester, for each content sent by a marketer or a salesperson, buyers read three others elsewhere. The buyers’ self-information is real, and our environment exposes us to a lot of content. It’s your job to be heard despite the noise, to find new ways for prospects to find you and to provide them with the information they are looking for.
Keep in mind that content is the core component of all your marketing campaigns, from e-mail to social networks. High-quality content can help you break into information overload on the Internet, and help you earn the trust of your prospects.
You already know that you can create content in a wide variety of formats … But where to post it once you’ve created it? Well, your website is one of the most important places to publish exclusive content. This might seem a bit controversial, but you should even do it for free.
Your content is the first step to attract visitors. Now it’s time to think about turning them into prospects. Your content may be free, but that does not mean you should not get something out of it: what if you asked them for their contact information?
Using web forms to upload your content offering is a great way to gather information about prospects. Why not offer them to subscribe to your blog? A blog can bring a lot of value to your website because it keeps your readers interested and, hopefully, will make them come back for more. Moreover, quality written content also plays an important role in improving your natural search engine ranking …
4. SEO: Attract prospects by sleeping
SEO (“SEO” for Search Engine Optimization) is the set of actions that improve your ranking on search engines. Suppose you sell office supplies — it would be great if people found your website by typing “buy office supplies” as search.
People use search engines all the time, especially Google. With SEO, you make sure that the content you create matches what people are looking for.
The more your website is optimized, the higher it will be ranked high on the search engine results page or “SERPs” (Search Engine Page Ranks). And that’s what you want because it will greatly increase the chances of finding you and clicking on a link pointing to your site.
If you’re looking to optimize your website, try to increase its relevance and authority, because Google values informative content and benefits web pages that use the same vocabulary as your target customers and answer any questions they may have.
->To put it simply, relevance refers to the ability to answer your audience’s question. For example, the associated search terms at the bottom of a page might give you an indication of what your customers are looking for. Google will give your website a higher score if you can provide clear answers to searches.
->Authority is measured by the number and quality of links from other web pages — what you can do first by creating relevant content, or secondly by having guest experts contribute to your blog (“guest blogging “).
Imagine that you sell a wide range of pools. When people are considering this type of purchase, they may be looking for different alternatives. A blog about the differences between concrete, vinyl-clad and fiberglass pools could answer some of their questions and therefore increase your relevance.
Some of your suppliers also find your blog very useful, so they put a link to your website. When a landscaper notices it, he suggests that you work together. You write content that they will post on their website, which will put their visitors in touch with your business. These links to your website will increase your authority and help you reach a new audience.
Choose to invest in SEO if you want:
->Obtain consistent results. It takes a while to appear on the first page of the search engine, but once you are there, you will enjoy a significant increase in traffic.
->Create an authoritative website. This is a well-established resource or website to which one turns for a particular niche. An authoritative website will drive traffic to your page in a sustainable way, and help your business build its reputation until you’re popular enough to dominate the market — which is only possible with smart content and good SEO planning.
Increase the value of your website and get more search traffic because you appear higher in the search engine.
Inbound Marketing: Pros and Cons
The SEO efforts you provide have a long-term impact and they cost you almost nothing — as long as you do not account for the resources you spend to optimize and create your content. All of this might sound a little awesome at first, so it’s a good idea to contact an expert to guide you through the basic steps. Many external agencies and freelancers can optimize your website or create effective SEO content.
You cannot ignore the fact that everyone is online, so you have to be too. People are also actively looking for information, so you should provide it to them. Through inbound marketing and SEO, your business becomes a respected thought leader and source of information. It also makes your website easier to find. If your prospects are aware of your existence, they are no longer surprised when you contact them, so it’s a great idea to attract prospects online and then follow-up by contacting them personally.
Paid online advertising: to reach a more targeted audience faster
Online ads are a great way to reach more of your target audience and find leads. Let’s take a look at some of the most common techniques.
5. Online Advertising & Retargeting: Focus on Your Target Market
Online advertisements are ads on websites. They look like classic magazine ads, but with one important difference: you are fully aware of the results. It is possible to follow the ads online: who clicked on it? What were the demographic characteristics of those interested? The more you know about your target, the better you can customize your ads.
Online advertising is useful for targeting audiences with different demographics or behavioral characteristics. For example, if your business is active in different cities across the country, it might be interesting to target only people who live in these locations. You can also choose where you want to make your ads visible: choose an online publishing space where your prospects spend time. Imagine selling cars: you would like your banner to appear on a website that compares the price of cars.
If you do not know which websites visit the prospects you are targeting, or if you want to distribute your paid shares, taking advantage of retargeting ads can be a good idea. These ads follow visitors to your website via a cookie and then reappear on other sites they visit. These reminders about your business help bring prospects to your website once they are ready to make a decision.
6. Search Engine Advertising (“SEA”): pay per click to get high quality leads right away
You may have already noticed that when you have something, the first hits on Google are ads. Pay-Per-Click advertising (PPC) is a form of Search Engine Advertising (SEA) that shows ads in the search engine. Advertisers bid on keyword their keyword list. For example, if you were a plumber, you’d try to use keywords like ‘plumbing’, ‘boiler repair’ or ‘repining’. The advertiser only country when someone clicks on the displayed ad.
Paid Online Advertising: Pros and Cons
Use the PPC technique to attract prospects if you want to:
->Get immediate results and speed up traffic in a short period of time, such as product launches or seasonal promotions.
->Generate highly targeted traffic. The PPC also allows you to reduce the number of your prospects based on their demographic characteristics. This means that you define which prospects have an interest in seeing your ads, which leads to high-quality leads.
->Try new things. Spend the field with new products or new offers and learn more about how people respond by spending a reduced budget. If you notice that your idea works, go further and create a campaign on your different marketing channels.
When we talk about search engine advertising, everything revolves around Google. Use their video tutorials to set up a campaign yourself, or consult an expert. If paid advertising is one of the main marketing tactics you use, it can cost you a lot. Instead, it’s best to use it for small-scale testing, or as a complement to your other marketing tactics.
Social Networks: combine community animation and lead generation
66% of marketers notice a positive evolution of their lead generation by spending only 6 hours a week on social networks. It’s time to create an account, be visible and active by regularly posting content, and respond to questions and expressions of interest. Even putting a “like” on someone’s post or commenting on their photos helps users remember your brand.
7. LinkedIn: Do you make new relationships to sell more
Finding a prospect through LinkedIn can be very simple, but also take time. Examine the connection suggestions made to you and evaluate whether they match your offer. LinkedIn also offers a large number of groups. Join a group of professionals who might be interested in your business and send them a login request.
Talk to them once they have accepted the connection and use the right sales techniques to close a deal. It’s easy — if you take the time to follow up and keep track of your connection requests and messages.
If you are willing to pay to get some new prospects, you could also use LinkedIn ads. The optional Lead Collection feature redirects members who click on your ads to your landing page, where they can fill out a contact request. It’s very easy for the user, and it helps you build a list of prospects very quickly.
8. Facebook: reach people close to your target audience
Facebook also helps you to generate more leads on social networks. For example, use the ability to get a direct link to your website. The platform also allows you to subscribe to a newsletter directly on the network, so you can quickly get contact details of visitors interested in your newsletter.
When it comes to advertising, Facebook offers simple ways to reach your target audiences.
->Custom Audiences: The first method is to download a list of emails and match the emails to users. You have now created a custom audience for your ads. Custom audiences are made up of people who have taken an action that you have specified, such as going to your website or downloading your app. They are often used to track current users
->Similar audiences: You can also create a similar audience from a list of customer emails, which creates an audience of people similar to your current customer database. There are many ways you can build your database, like hiring someone for B2B data service, having opt-in forms, collect data from sales department. In other words, you use the demographics of your customers to reach a wider group of people who might be interested in your services. A similar audience is useful if you want to size your ads and find a lot of new leads.
Social networks: advantages and disadvantages
The wider your reach on social media, the more prospects you will attract without spending anything. Rome was not built in a day, nor your LinkedIn and Facebook account. Be active and post attractive content to collect more likes and comments. This will increase your chances that new audiences will see your content in their newsfeed.
When it comes to attracting a large number of potential customers, paid options such as “LinkedIn Lead Collection” or “Facebook Ads” will generate more leads. It is wise to use them as a tactic that complements your other marketing actions. Of course, you should be present on social networks, because they are not only valuable to attract or convince a prospect, but also to please your customers and keep them informed.
Email Marketing: so, your potential customers keep your brand in mind
E-mail should be one of your main forms of communication because it helps you stay in touch with your audience. Create targeted messages to send relevant content to your potential customers and keep them in mind. And why not segment your different types of audiences and send them custom content?
An automated and generic e-mail is another easy way to find out who’s interested in your business or who does not, simply by asking your prospects. Give them the opportunity to respond easily to your message (for example by clicking on a call-to-action button or subscription form) and use this opportunity to compile a list of prospects you should call a day. To know more see this article– how to build a targeted email list
Want to know more about email marketing? We have listed a whole set of techniques to turn your prospects into customers — check them out here.
Marketing by e-mail: advantages and disadvantages
Email marketing is inexpensive. You do not need expensive software or hardware and you do not have to waste time sending emails to all your customers separately. Instead, you can standardize your communication for segmented groups of prospects.
It is also very easy to follow the results. With minimal tracking, you know which emails have been received, which people have unsubscribed, the open rate (people who opened your email) and the clickthrough rate (people who opened your email and click on the link that is included).
Remember that people see a lot of content every day. If your prospects receive a lot of emails, how are you going to stand out? Think about what you want to send and who you will send it to. Using original object titles could already help increase your open rate. Adapt each campaign to a specific target audience and send people content that interests them if you want e-mail marketing to work for you.
Affiliate Marketing: Let Other Businesses Help You Sell
In affiliate marketing, someone recommends your product. Whenever a purchase is made on the basis of this recommendation, the ambassador receives a reward. In its most traditional forms, affiliate marketing is established through partnerships. Every time your partner sends you a new client, he receives a commission. The most modern affiliate marketing is placing banners and URLs on partner sites.
By using a tracking URL, you can keep a perfect overview of all the traffic and sales you generate through different promotional techniques. Affiliate marketing is similar to Google’s online advertising (Display Network), but the difference is that you build the partnerships yourself, instead of having to choose from Google’s criteria.
Affiliate Marketing: Pros and Cons
It takes time and energy to establish reliable affiliate partnerships with third parties, especially if you take into account the discussions to agree on the commission amounts and set-up fees. In addition, the commissions come naturally nibble a piece of your profit margin.
But if you do it right, affiliate marketing increases the visibility of your products and services and is a good way to get additional sources of income.
11. Referral Programs: Use Word of Mouth to Acquire New Clients
Testimonials and shared experiences from satisfied customers are a great way to attract potential customers in a cost-effective way. People like to have social proof and concrete results. Word of mouth is also inexpensive: satisfied customers are often more than willing to promote your business for free.
Consider who you are targeting and what similar customers you have. Approach these clients and ask them directly for a recommendation or think of incentives that would encourage them to do so. Ask them for a recommendation when they have just had a really positive experience with your customer support or give a high score to your business … or simply approach your most loyal customers. Make it easy for them to give you a recommendation: do not make them write long letters but a short and pleasant message that they can share.
Referral marketing is a bit similar to affiliate marketing, where partner sites and magazines look after your ads and promote your business. The important difference is that a referral program invests in ambassadors who can recommend your brand to friends and family — Word of mouth may be the oldest marketing channel in the world, but it is still valuable.
Recommendation programs: advantages and disadvantages
Recommendation marketing helps you reduce the length of your sales cycle. People you contact through a referral program will rarely be interested, as cold prospects might be, and calling hot leads helps you save money.
But do not be too urgent. Let people decide if they want to recommend your business. Even a satisfied customer might not want to, because recommending a brand is a big problem for some people because it affects their reputation.
Just set up a referral program, and let people come to you. Do not try to make as many transactions as possible, but appreciate the recommendations you receive.
12. Event Marketing: to convince your potential customers face to face
Since there is no better form of advertising than sharing the experience of a satisfied customer, why not try to please them at an event? This is the perfect opportunity to promote what your brand represents, to show some of the solutions you provide and to build personal relationships with participants. With personal contact, it’s easier to turn potential customers into serious prospects, while conveying the key ideas of your business and increasing brand awareness.
Event marketing: advantages and disadvantages
Events require a lot of time and energy. They are hard work and often come back to sacrifice evenings and weekends. You need to make a lot of effort, but it can pay: have the opportunity to have serious conversations, to meet people who otherwise might never have heard of your company … The good one’s Events are worth it as you invest time — to get out!
Are you ready to attract your potential customers?
None of these techniques represent a guaranteed entry card to an infinite flow of prospects but, if you combine them, they can significantly improve the number of your prospects. Try to find a balance between online and offline actions, personal contact and digital messaging, optimization and creation. Test different things, integrate and apply marketing techniques that will help you attract many quality prospects.
When I started out (around the time Duran Duran roamed the planet), business-to-business (B2B) marketing was confined to the domain of the literal. The customer was deemed rational and analytical, so the messaging was bland and unimaginative. B2B meant “boring-to-boring.” All the communications felt like PowerPoint presentations. We spoke in the native language of sales collateral and trade show jargon. And a bulk of the work seemed dependent on sales teams’ connections and cold calling target clients.
Yet, over the past decade, we’ve seen B2B marketing evolve into “business-to-beautiful”marketing — marketing that illuminates the beautiful stories behind businesses today, expressing their visions and values in society. Suddenly, some of the best work is aimed at procurement executives through thought leadership, branded content, social media and content marketing strategies that drive a wonderful overhead appeal to shareholders and lovers of great narratives.
The shift was inevitable, in my opinion, given the rise of the internet and social media. What we’ve realized through social is that businesses are inherently emotional beings, they are creations of our imaginations, rivers of human growth and determiners of where we build our future communities. B2B marketing is no longer isolated in the ivory tower, creating empires unknown by the general public. Instead, “B2Beautiful” marketing has made the connection between B2B storytelling and our human growth potential. These B2Beautiful stories captivate our imaginations and trigger emotional resonance — key ingredients in building that residual stickiness factor in an attention-deficit world.
My company, The Harris Poll, recently released the Reputation Quotient study (registration required), which reports that contemporary drivers are found in today’s consumer desires, and many of the storytelling strategies employed by B2C marketers are becoming increasingly applicable to B2B marketing.
We see brilliant examples of brands implementing B2Beautiful campaigns today and engaging communities even in functional, low-interest categories. Maersk, for instance, is humanizing logistics services by personifying its giant cargo ships and documenting their travels through stunning visual images on Instagram. Cisco’s award-winning documentary, The Network Effect, highlights telecom development stories, while companies such as Salesforce and The Mosaic Company have created engaging podcasts. The Mosaic Company’s podcast, “The Great Yield Mystery,” featured a dramatic audio play about two farmers trying to understand why their harvest came short — it even offered listeners clues to solve the mystery and win prizes.
These companies understand that brands are stories in and of themselves and every aspect of who they are — from their work culture, logistics, products and services, to how they think and operate behind the scenes — is essential to creating an effective B2Beautiful marketing strategy. Their strategies provide five crucial takeaways that marketers should keep in mind while creating B2Beautiful marketing, regardless of if you’re a startup or a large corporation.
1. Pinpoint Your Story
Use your mission and objectives to frame your values and use those components to create your story. Interestingly, The Harris Poll’s RQ survey also shows that there is a new market opportunity for B2B companies to take action on social issues. A new class of what we call “humanity brands” — companies that stand up for what they believe in and walk their talk. These brands are solving social ills, despite their political affiliation.
Successful B2Beautiful marketing, especially in the age of consumer activism, involves being able to identify issues that resonate with your brand and weave them into your story.
2. Weaponize Your Culture
A 2015 FORTUNE Knowledge Group report showed that corporate culture is incredibly important to building B2B relationships. Furthermore, 59% of executives surveyed rated knowing what a company stands for as more important when choosing a partner to work with, ranking higher than market dominance and innovation.
Depending on its mission, each company’s culture is unique. Once you know who you are and what you stand for as a company, you can then find engaging ways to share those convictions through the right media platforms. WeWork, for instance, uses its Instagram account to showcase their offices around the world, with photos of workers doing yoga or wearing stormtrooper helmets. They are motivating people around their motto to “make a life, not just a living.”
3. Don’t Be Constrained By Your Category
At its core, B2Beautiful marketing involves building emotional equity. Every story you set out to tell about your company should be crafted to evoke empathy. This is how you inspire B2B buyers, (who, by the way, are consumers just like you and me) to be emotionally invested in your brand.
Some of the most emotionally engaging and brilliant work is coming from a few of the lowest-interest categories. In fact, it’s there where the biggest white space is found.
4. Diversify Your Channels And Forms Of Content
As a 21st-century business, there are key owned-media platforms that are imperative for B2Beautiful marketing — a blog for brand storytelling, social media platforms (LinkedIn, Instagram, Twitter, Facebook, etc.) and a newsletter. However, in addition to those channels, there are other platforms such as podcasts, videos, infographics and even gifs.
Work with creative partners to determine the right channels to use, depending on the stories you want to tell about the company, its products and services and core truths.
5. Ensure Your Strategy Is Buyer-Focused
We still are selling, after all, so be mindful of your target audience (B2B buyers) when you create your B2Beautiful marketing. What are their needs? Not just the tangible ones in terms of products or services, but also their values, triggers and unmet needs. What are their goals and how can you help them meet those goals?
Think about how your services amplify their missions, visions and values. Through your strategy, you can even educate buyers on ways to better connect with the end consumer and build substantial relationships that grow over time.
In the coming years, B2B marketing will, inevitably, continue to evolve in this direction. Therefore, it is important for marketers to adapt to these rules in order to differentiate their brands and remain attractive and relevant in the eyes of buyers.
Back in the land of B2C marketing, I could build a water-tight business case for TV using insight from Think Box, present a strong argument for redeveloping my e-commerce process by pointing to indisputable benchmarking data, and get under the skin of my target customers using a bucket-load of comms planning tools.
Best of all, I could prove the impact of my efforts to senior management.
“Just look at those numbers! No, seriously. Look. At. Those. Numbers.”
Before long I was up for a fresh challenge, so I jumped ship and embraced the B2B world.
Things were, shall we say, different.
My tried and tested methods didn’t land in the same way.
And it got worse.
The finance director said the B2B marketing budget was discretionary.
And if that wasn’t enough, the sales team got all the credit for the revenue generated.
10 years down the line and again things are different – only this time in a good way. I still use insight and benchmarking to inform my marketing planning where I can – but I’ve learned other ways to convince the board of the importance of investing in B2B.
Fingers crossed you never hear the dreaded words: “The B2B budget is discretionary.”
But if you do, these seven tips will help you present the case that a healthy B2B budget is a must-have, not a nice-to-have.
Get closer to your business
Marketing shouldn’t be a silo. Get to know the various levers in your business – the things that influence the outcomes your business is trying to achieve.
For example, the marketing budget is an important lever as it influences how many leads are generated. The pricing of your product and the effectiveness of your sales team will influence conversions. While your customer relationship management will impact how long customers stay with you and how much they spend.
Understanding these levers will help shape your marketing strategy – and improve its effectiveness.
Know the magic number to ask for
It’s hard knowing what a realistic B2B marketing budget looks like, so it’s useful having some credible research in your back pocket. The CMO Survey Highlights and Insights Report 2017 from Deloitte, Duke University and the American Marketing Association found organisations spend, on average, 7.9% of their revenue on marketing and 11% of their total company budget. While according to the Gartner CMO Spend Survey 2017-2018, the number’s higher – organisations dedicate 11.3% of their overall revenue to marketing.
Understand buyer-behaviour trends – and make sure your spend mirrors them
Then you can justify exactly how you plan to spend your budget. Online is making its presence felt across every phase of the B2B buying journey – according to a study by Earnest and Imperial College London, it accounts for 49% and 58% respectively of the ‘research’ and ‘purchase’ stages.
No surprise, then, that we’re seeing an increase in digital marketing spend.
Check what you’re doing matters to people other than you
Do your metrics turn the heads of people outside of marketing? That stuff you’re tracking and reporting on – is it in sync with broader business goals and key performance indicators? Truth is, your board probably doesn’t care about the same things you do. So make sure your KPIs demonstrate your marketing is having an impact on the stuff they do care about.
Incorporate alternative measurement models
It may seem counter-intuitive, but it’s not all about directly attributing sales to your marketing activity. Assists matter too. If your content marketing strategy aligns with your customer journey, you can use your marketing automation platform to see how the buyer engaged with it in the lead-up to the deal.
Be proud of your results – you worked hard for them
Don’t hide your numbers away. Make a visually striking dashboard or scorecard that makes it really easy for your board to understand what you’ve achieved. And don’t forget to highlight where your marketing successes align with the wider business goals.
Use the lingo being used right now
More and more we’re seeing the marketing department being relabelled the ‘growth department’. Who knows, maybe next year we’ll be relabelled as a chief growth officer. Or head of growth.
But that’s OK, because marketers are good at growth. We grow brand engagement. We grow customer bases. We grow revenue.
So choose your words wisely because sometimes it pays to use the latest buzz word.
Digital marketing is an investment. It takes time to mature before it can pay you back.
This is a question that has plagued us for years and we have spoken to many “experts,” but they seemed to be speaking in another language. We are not the professional online marketers they usually have as students. We are regular small business owners looking for advice we can understand and apply. We decided to ask Claudia Sheridan, a social marketing practitioner who specializes in small and medium-sized businesses like ours. After our initial meeting with Claudia, she was able to explain the various facets involved in digital marketing and how they work together to produce results — in terms we could understand!
1. The Big Picture
Michael & Bonnie: We’ve spent hundreds of thousands of dollars over the years on social marketers. We found that generally speaking, they understood one or two parts of the puzzle but didn’t have a comprehensive picture and certainly couldn’t deliver all the details necessary to make it happen. Typically, they would create and charge us for a funnel and put a lot of emphasis on landing pages but could not get many people into the funnel. Can you outline for us the various different aspects of social marketing that have to be in place to make it work?
Claudia: Social marketing is a part of a much larger concept, that isn’t really talked about. We think about social media and lead generation but rarely do marketers talk about all of the different aspects involved with Digital marketing, which is what businesses, in my opinion, really need to focus on. It’s not one aspect of the available websites and tools, but rather how to make the different components work together in an effective and efficient manner that produces the desired results.
When looking to work with a marketer, look for one that understands the digital marketing landscape and can identify how the elements can best work for the goals you’re trying to accomplish. For example, a company may want to utilize a social media channel, such as Facebook, to generate awareness and build their brand. They may decide to place an ad and make an offer but they rarely consider the stages at which the prospect is within the buying journey.
This reminds me of a stranger on a street corner who offers to sell you a fake watch from the lining of his coat. It may capture your attention, or you may walk away. There is no friendship here, no relationship, no trust. What there is, however, is doubt. And, who wants to build a business relationship based on doubt? So then, what does this process look like? And, the answer is that it varies on the strategy that is being used.
2. Metrics vs. Results
Michael & Bonnie: When we’ve dealt with social marketers in the past, they have tried to tell us that the likes, clicks, and shares, somehow resulted in increased business. But we found that it actually increased our overhead to maintain a current and interactive online presence. Further we’ve seen no substantial increase in business as a result of our investments in social marketing. What would you say to a client who has had that unfortunate experience before coming to you?
Claudia: I think that entrepreneurs are always on the lookout for that one thing, that silver bullet, that will generate a large amount of business for them. In 2011-2012, commenting, liking and sharing would have done the trick, but today, that is no longer the case. Today, to be successful on Facebook, it means that you need to play within Facebook’s rules and adapt accordingly. More importantly, it means that you need to have a clear marketing strategy that can be executed, tested, measured, optimized and is able to adapt to Facebook’s changes. This isn’t a linear strategy, but an iterative one that is constantly evolving.
3. Changing Rules
Michael & Bonnie: It seems like every six months the rules change on social marketing. Just when you get set up, it seems like the rules change and you have to go back and reorganize. How can you anticipate and mitigate these changes?
Claudia: The rules do change, and although the changes seem to be significant, they’re really not. If a business has actively been participating in Facebook marketing, executing their strategy and making adjustments along the way, then as we learn of a new Facebook change, it just becomes a slight adjustment in the strategy. Facebook’s changes, however, can appear colossal to companies who are not actively monitoring their Facebook marketing or do not have a solid strategy in place that they’re following.
It’s kind of like joining the gym every January. If we had just stuck with the workouts that the fitness trainer laid out for us on day one, and we committed to working out a few times a week and eating right, then going to the gym after the holidays would be just another day. But if we joined in January, stopped going in February, only to join back up 11 months later, the goal of getting into shape is much more daunting. We don’t expect to walk into a gym on day one and walk out two hours later with six-pack abs, do we? Yet with Facebook, we expect immediate return with very little effort and get frustrated when the work-out has changed.
4. Overload
Michael & Bonnie: Don’t you think people are getting too many emails from social marketers? I know that I now have a setting on my Outlook that can take all those emails and put them on a lower priority profile. How do you get your clients prospects to open the emails in the campaigns you organize for them?
Claudia: If marketing was a pie, then email marketing should make up another piece of that pie. There are some companies who are amazing at email marketing and others who could use a little refinement. To get a prospect to open emails, you need to send them the right message at the right time. The question then becomes, how do you know when that is? Well, with a good email system, you can segment your audience to deliver messages that best resonate with their needs. Often with email marketing, businesses will craft a single message and broadcast it to their entire list, without consideration to where each person is within the customer journey. But, if the email message aligned with the stage the customer was in, then the email is more likely to be opened and valued.
Expense or Investment?
Michael & Bonnie: What advice can you give to our readers so they will have a better understanding of what to expect from social marketing?
Claudia: I think the most important thing to remember is that social media marketing should never be the only method of marketing a company engages in. Work with someone who understands the digital marketing landscape and how the different elements fit together to accomplish the goals you’re trying to accomplish. Digital marketing should be viewed as an investment, not an expense. And as with any investment, it often takes time to mature before it can pay you back. Finally, make sure that there’s a strategy and work that strategy.
Have you spent thousands of dollars on an online campaign but haven’t seen the results you have expected once the campaign is over? If the campaign was all about letting everybody know how amazing your product is and what excellent features it holds, then the reason for the lack of success is obvious. People probably did not respond well to your ads because they were focused on the brand or product. Modern market asks for a different type of approach when it comes to building up customer awareness for your business.
No matter how powerful and compelling your marketing content is, clients need more to become confident about your brand. There are new e-commerce businesses popping out almost every day so why should anyone trust the word of brand A instead of brand B? To capture the audience and create a bond between you and your client base, there must be some sort of personal relation among the two sides. The customers want to see you caring, not just thinking about how to get them into buying your product.
The best way to communicate with your audience is through social networks, as they offer the most ways to interact. This, however, doesn’t mean flooding everyone’s feed with status updates and promotional content. Your social network activities should be versatile and offer everyone a chance to speak their mind as well as bring your product closer, through creative non-sales related content. It’s less about pushing the sale and more about showing the effort and devotion put into your product.
Simply put, the audience is interested in what you have to say about your business, but what really makes the difference is what everybody else has to say about your brand. There are several ways to promote your business in a manner that doesn’t seem generic and won’t bounce people back but inspire them into wanting to know more about you. Marketing experts at College Paper went to work and created an easy to understand infographics depicting some of the best online marketing strategies. We encourage you to take a look and see how easy it is to bring your business to a whole new level by simply putting an extra effort into your social network marketing activities.
By Lucy Benton
Lucy Benton is a marketing specialist, business consultant and helps people to turn their dreams into the profitable business. Now she is writing for marketing and business resources. Also Lucy has her own blog Prowritingpartner.com where you can check her last publications. If you’re interested in working with Lucy, you can find her on Twitter.
The team here at LinkedIn recently celebrated ‘B2B in focus’ week, a few days dedicated to unearthing the latest trends and innovations in B2B marketing.
One of the things that really struck a chord with me was a panel discussion we hosted with Kantar Millward Brown, BrandZ, Hill & Knowlton and a number of leading marketers – Dean Aragon of Shell, Judith Everett from The Crown Estate, Ryan Miles from Microsoft and Annabel Venner of Hiscox – which discussed how marketers can unlock the potential of B2B brands. There was certainly a consensus among the panel that the B2B buying journey is rapidly changing. And as a result, marketers need to work harder than ever to create opportunities for their brands.
I wanted to share three key things I took away from the panel, which I think bring this challenge to light and – when applied correctly – should help all B2B marketers take their brand to new heights.
Be more human
The growing group of decision makers playing a part in any B2B buying cycle contributes to it being longer, more complex and even more emotional than most B2C journeys.
One area where B2B marketers could borrow from their B2C cousins, though, is better understanding and tapping into the emotional drivers of decision making. It’s impossible to do this if you don’t humanise your customer first, though.
During the session, Aragon raised the point that for marketers operating in the B2B space, it’s all too easy to forget that buyers and decision makers are human. I challenge you to find someone who defines themselves as “just” a 24/7 fleet manager or procurement director.
With a better understanding of their customers, beyond simply their job title, B2B marketers can humanise their brand and content in ways which will more likely drive action. It’s no easy task in B2B, where the buying committee could be the size of a small village, but it was a great reminder for everyone in the room about where to start with campaigns.
Embed purpose in all that you do
Knowing how to communicate effectively with prospects and customers on a human level is only one part of the jigsaw. Humans are hardwired to buy into something as much as they want to buy something. It’s no different when it comes to the B2B world.
As much as selling a product, B2B marketers need to communicate the wider purpose of their business and use it to drive both awareness and conversions. That purpose needs to be more than just a pet project or the idea of growing a conscience. It needs to be lived and breathed by any organisation every day.
During the session, Venner made this point by explaining how Hiscox has a strong set of values that have successfully guided and defined the business and are consistently communicated through all that they do. In essence, Hiscox aims to be there when stuff goes wrong – to be there quickly, first and make everything right.
Not every business will always have a purpose that means something worthy; the important thing is having something to stand for. What was clear from the session was that this needs to start from the inside out, with employees, otherwise it won’t last and no one will believe it.
Break the structural silos
Engaging customers on a person-to-person level and communicating your purpose boils down to getting closer to them. Marketing teams need to break out of their own confines and better align with other parts of the organisation.
In the session the panelists talked about creating agile teams and the need for closer sales and marketing alignment. While it’s a challenge – especially within larger organisations – building nimble, forward-looking teams is also a massive opportunity.
As well as circumventing unnecessary hierarchies, it automatically means marketing activity is in tune with business priorities and sales targets, enabling a much faster decision making process.
On a more practical level, I have seen first hand how the most successful B2B sales and marketing organisations are those which integrate both types of engagement seamlessly throughout the consideration stage, delivering the right type of interaction that’s most relevant at any given moment. For example, thought leadership content from the marketing team has the potential to short-circuit the traditional buyer journey and lead directly to the award of the business.
For today’s B2B marketer, taking a broad brush approach and simply replicating the B2C buying experience is not an option. B2B marketers need to forge their own path, use technology to automate the process where they can but ensure they have purpose at the heart of their business and communicate it in a human way.
When it comes to business, patching your problems just won’t cut it. Find out how to handle three hard moves entrepreneurs frequently push off.
There’s a lot of pressure for small-business owners to be masters of every aspect of their business. This is especially true when you’re first starting out and are often a one-person shop. A recent survey by The UPS Store found that one of the biggest barriers to starting a small business in 2018 was fear of failure, behind concerns about financial security.
With somewhat limited resources and fear of failing, small-business owners will often push challenging tasks to the back burner. This may work out in the short term, but it won’t lead to long-term success. Think of your business like the roof of a house. Are there problems you’ve been patching up instead of completely repairing? It’s time to invest the time and resources, replace the roof and address your problems head-on. It may not be easy or cheap, but in the long run it will help you be successful.
The three most common holes entrepreneurs frequently patch up include: marketing, recruiting and investing in digital.
Marketing will retain and grow your customer base.
Are you stuck in a rut trying the same marketing tactics again and again? It’s time to branch out and try some new things. If you’ve been unsure how to start, begin by figuring out who your customers are.
The starting point can be as simple as talking to your customers. Find out what they’re watching and reading, what social platforms they’re using, what they are interested in, etc. Once you know them, you’ll better know how to reach them. For example, social media can be a cost-effective and targeted way to reach customers. Using images, videos and other multimedia, you can demo products, advertise promotions and engage with your customers directly.
Start with existing customers, but remember to keep in mind the type of customers you want to attract, too. By doing this, you’ll be able to focus your marketing efforts on things that matter instead of spreading yourself thin.
Recruit the partners and employees your business needs.
Have you put off recruiting or outsourcing to get the help you need to run your business? Don’t be afraid to ask for help!
Start off by clearly outlining the support you need to better run your business. Do you need someone with web design skills or someone to help with your finances? This is support you may be able to find from another small-business owner that specializes in these areas. Local small-business organizations and LinkedIn are great resources for discovering talented partners with desired qualifications. There’s a sea of people ready to help.
Are you looking for support in the day-to-day running of your business? Then it’s time to hire an employee. Once you get a few potential applicants, invite them in for an interview. An in-person interview can tell you much more about a candidate than a phone interview. Once you find the right candidate for your business, be sure to take the time to train her. If you’ve trained her and trust in her ability to run the daily operations, you can take a step back to focus on other priorities while knowing everything is in good hands.
Invest in your digital presence.
How does your front door look? I’m not talking about your actual door — I’m talking about your website.
Research shows that 88 percent of consumers pre-research their buys online before making a purchase either online or in-store. That means there’s a lot of potential for your website to drive traffic to your business.
You can look for a partner to help you, but there are also many cost-efficient and easy-to-use website builders. Most sites make content management simple and come with recommended formats and layouts. By utilizing these, you’ll make it easy on customers searching for your company or wanting to learn more about you. Similarly, make sure your social media presence is up to date — especially as more and more customers are turning to social media for customer service.
Making these hard moves may seem intimidating, but in the long run they have great potential to help your business be more effective and successful.