Tag Archives: sales

Use Your Twitter Profile to Deliver the Best Customer Service

The face of customer service has gone through a radical change over the last few years. Today, customers don’t want to wait in long queues and want their issues to be solved in seconds! They prefer customer service through online platforms over traditional methods.

As a brand in today’s age, you would definitely have an active social media presence to promote your offerings and entice customers to buy your products and/or service. So, why not take advantage of these platforms to provide customer service as well?

Twitter for Customer Service

Twitter is just 11 years into its existence. Is it capable of providing the best customer service? Let’s check out –

  • Twitter data is a treasure house of valuable customer and marketing data. It can provide insights on trending products and services, customer opinions, customer likes and dislikes, and customer feedback; and also resolve critical issues.
  • Using Twitter, you can effectively integrate social data into your existing CRM.
  • With an active Twitter account, you can respond to queries privately, through direct messages or publically, via tweets.
  • Providing customer service through Twitter is way cheaper than providing it through a call center. You can economize on infrastructure, issue resolution, market research, and provide customer satisfaction easily with your Twitter profile.

How to use Twitter for Customer Service?

Now that you’ve understood the potential of Twitter for customer service, you can use it for your own business. However, with Twitter’s crowd and clutter rising day-by-day, it might be difficult to make yourself heard. So, here are a few ways you can use Twitter as a customer service tool, effectively –

  • Be Proactive  Your Twitter handle isn’t enough for you to get noticed. Let your audience know how you can help them via your account. Provide links to your current ‘Help’ and ‘FAQs’ pages on your Twitter account to help customers understand that you are aware of the issues they face.
  • Be Positive – See and learn from how leading brands handle different types of queries. Issues can take an ugly turn and create a bad brand image.
  • Host Events – Keep your customer intrigued by organizing live events, chats, contests, giveaways, and more. Make sure to create a hashtag for your event, promote it on other platforms, tweet when users are most likely to be online, and display Twitter walls.
  • Keep Tab of Mentions – Keep a track of what content from your website is being shared and the users who share it, to handle issues in a proactive manner and promote your brand effectively.

Twitter can help you create an instant impact and provide the best customer service. Once you’ve mastered this versatile platform, you can go ahead and try other social networks to see what suits your business the best.

To know more please visit   www.SMstudy.com

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A Step-by-step Guide to Finding Customer Struggle Points

A common goal of every business is to make customers happy. Just provide your customers with what they want and put a smile on their face – sounds simple, right? Well, here’s the bad news, no matter how well you chalk out the various aspects of your business, there’s always a possibility that your customers will struggle. And as a business owner, it is important for you to find out where your customers struggle and the points that may be causing frustration and abandonment.

Here is a step-by-step guide that you can follow to help find your customer’s online struggles –

Prioritize your KPI(s)

Your key performance indicators are related to you customer struggles. Prioritizing KPIs will help you understand your goals better and take the correct steps toward attaining them. Once you’ve set the appropriate KPIs for your business, you can prioritize customer struggles and align your engagement goals accordingly.

Use analytics to investigate

You can use website analytics tools such as Google Analytics to locate when and where customers are exiting your site. Start by evaluating your site as a whole and gradually come down to specific pages and features.

Employ segmentation

Your customers come from different backgrounds and so segmentation is necessary. Divide your customers into well-defined user groups, and focus on the ones who are leaving or struggling with contextual guidance. You can also segment customers based on the different sections on your website where their pain point lies. For example, you could provide a piece of supporting content to lead users through a confusing part of an online form.

Evaluate the buyer’s journey

Similar to segmentation, you can trace customer struggle points by attributing data to different phases of the buyer’s journey, from awareness to the decision making phase. For example, one big factor that might be driving customers away during the consideration phase is insufficient content or information about the product. Find out what users are trying to achieve on each page, and where they are on the buyer’s journey. This will help the respective teams in your company to take necessary action about the issues that fall in their purview.

Incorporate engagement into your reporting

Your analytics tool will assist you in finding when and where the problem is. However, if you integrate your engagement tool with it, you’ll not only be able to create positive engagements but will also be able to track and adjust them constantly. You’ll be able to identify both the struggle point and its impact. And by optimizing these pain points, you can decrease its impact and make necessary improvements.

Remember that customer struggle points can occur anywhere on a site.  So, make sure you analyze your website thoroughly, to provide your customers the best online experience.

For details visit www.SMstudy.com

Analyze Your Social Media Competitors

One of the simplest and most effective ways to begin developing a social media plan for a product, brand or company is to assess the social media activities that competitors are engaging in. By analyzing competitors’ social media activities, realistic benchmarks for the company’s social media plan can be set, based on what others in the industry are experiencing in terms of reach and engagement growth. This strategy enables the team to lay the framework for a successful social media strategy that is based on the successes of other similar companies in the same space.

A company identifies its competitors as a result of the Identify Competition process in the SMstudy book on Marketing Strategy. After identifying its competitors, the first step in analyzing competitors’ social media activity is to identify their voice in social media websites—whether the competitor is portraying itself directly as the brand or whether individuals from the brand are promoting the product.

The next step is to identify the level and scale of engagement of competitors with their audience. Questions like “How many followers does a company have on LinkedIn?”, “What is the ratio of followers to following on Twitter?”, and “How many Likes does the company have on its Facebook page?” are all questions that can be easily researched and answered.

It is also important to know how often competitors engage in specific activities that indicate their focus on various social media elements. Questions like “How many Facebook posts do they write each month?” and “How many tweets to they write each day?” need to be answered to gauge their focus. Some brands may have an extremely high frequency of activities but their level of engagement in an activity may be very small. Others might focus more on quality content, and participate in less frequent activities but may see an equal or higher level of engagement. For example, if a competitor makes thirty Facebook posts but each post is seen by just twenty people, out of whom three “like” it and two share it, this is not a good strategy and doing something similar is not likely to yield better results with the same target audience.

Insights into preferences for different types of content can also be discovered by analyzing competitors’ social media activity. Companies can observe whether competitors are posting texts, links, videos, photos, polls, questions, trivia, or something completely different, and can see the types of posts that engage the most number of customers.

To know more please visit www.smstudy.com

Why we need #hashtags in Twitter

 

What is a Hashtag?

Hashtags are popularly used on social media platforms. The idea of using hashtags was first mooted by Chris Messina who wanted to change the way we communicate on social media. So he proposed using a hashtag, to be a form of label for similar content, so that it becomes easier for users on social media to locate similar content.

Today hashtags have become a powerful tool in increasing reach and brand visibility. A hashtag can be generated for a trending topic and all posts related to that topic will be clubbed in the same group if the user uses the trending tag. For example #USelections can be a possible tag that can skyrocket on social media platforms during the election period. Hashtags are used almost on all social media platforms but is most effective on Twitter.

So anyone searching for the topic can search for the label and find various opinions and stories under the same label. It has been observed that many big stories were amplified and reached a larger audience with inputs from several citizen reports under the same label.

Not just trending topics or news but marketers have also used this tool to make their brand a trending story on social media.

How Do we Create a #hashtag

Here are a few technical points on how to create or use a #hashtag

No Spaces

Hashtag can be a word or an abbreviation. It can be a combination of words or a phrase that relates to the story. There can be no spaces between the words or the alphabets. Hashtags also cannot be entirely made of numbers.

The label has to start with the # Symbol

A hashtag has to start with the symbol ???#???. Once you prefix the symbol before the word or the phrase, it automatically categorizes it under the targeted label.

Anyone can create a hashtag

So you can make any number of hashtags and start using them in your stories and messages. The hashtag can be featured anywhere in the story. A single story can have multiple hashtags as well. Marketers can create a campaign using a particular hashtag and if the campaign goes viral, it amplifies the reach of the brand.

Create Unique Hashtags

Marketers can strive to create new and unique hashtags but there is a possibility that such a hashtag is already in use. On social media no one owns any hashtag so you are free to use any hashtag. A lot of people also use general hashtags such as #digitalmarketing or #facebook. Alternatively you can use an existing hashtag if you want to be part of a trending discussion. By using the hashtag you simply become part of the discussion.

Short Hashtags and Easy to remember

Try to make a short and easy to remember hashtag. The first reason being that Twitter limits the overall number of characters, the shorter hashtag the better it is. A hashtag that is easy to remember can be searched easily by a user and stories linked to the label are easier to locate.

How Not to Use Hashtags

Avoid overusing hashtags in a single line. It is bad etiquette and people might report you as spammer. Hashtag pollution also makes it difficult to read and doesn???t serve the purpose to highlight only the topic of discussion.

To know more please visit www.smstudy.com

Increase the reach of website using Search Engine Advertising

Pay-per-click (PPC) advertising or paid search advertising involves a company paying to have its ad appear on search results pages of search engines. PPC advertising providers such as Google, Yahoo, and Bing show sponsored ads, or paid search results, for most search queries. A consumer intending to purchase a microwave oven for her new modular kitchen may enter a query “microwave oven with convection and grill for home use,” seeking cost and feature information. A chain of electric kitchen appliances would likely then appear as a sponsored result. It is often observed that users with a high intention of making a purchase click on sponsored ads. This is especially true of highly transactional goods such as clothing, electronics, and consumer foods.

PPC advertising has a significant impact on consumer metrics such as brand awareness and brand image, even among users who do not click on the sponsored advertisements. Image ads tend to be more effective in exerting positive impact and increasing visibility in search results. A consumer seeking a new microwave oven may choose to review multiple electric kitchen appliances advice pages before making a decision.

A business can increase the reach of its website using PPC advertising in the following ways:

Choosing relevant Keywords–keywords are the search terms used by consumers to tell search engines about the specific product or service they are interested in purchasing. For businesses looking for maximizing their reach using PPC or search engine advertising, the focus must be on bidding on keywords that are highly relevant to the search queries that are common in their business. Businesses can make use of their historical data and competitor data to determine the popularity and relevance of various keywords.

The price of keywords can vary greatly, from pennies to several dollars depending on popularity, demand, and the value to the advertiser. The ad’s “quality score”, rank and popularity of the keywords among the competitors determine the price an advertiser has to pay. The quality score is the search engine’s way of determining the relevance of an ad to the searcher by evaluating each keyword’s relevance to the business and its landing page, as well as other factors. The rank of an ad is determined based on its cost-per-click (CPC) and its quality score.

Choosing relevant Geography and Time–search engines have enabled business to analyze their past data to determine where their online customers are located and the best time to reach them. Based on this data and other internal research, businesses can choose the desired geography and time of day in which they should advertise their products and services for optimal results. For small businesses that cater to a local audience, geography-based targeting is especially important and helps ensure that their ads remain relevant.

Profiling the audience–Businesses must understand the profile of their target audience and create “user personas” that will help them identify the relevant ads for their customer base. A young age group may be attracted to video ads, while a more mature audience may prefer an image ad. Audience profiling may also help businesses identify the time of day when their target audience is most likely to make a purchase.

Selecting appropriate Ad sizes–Advertisements displayed on search engines and other third-party sites are available in different sizes, and the digital marketing team must customize their marketing content to the size of the ad being displayed.

Testing various Ads– Search engines allow businesses to experiment with two or more ad options in order to identify the more attractive one, commonly referred to as A/B or multivariate testing. A business can divide its marketing budget between two or more ads to be displayed to a similar audience throughout the day if it is unsure about the most effective advertising message for its products or services.

Customizing Language–businesses can also customize their ads based on the language preference of their target audience to make sure the intended marketing message is relevant and reaches audiences around the world.

To know more please visit www.smstudy.com

Increase the reach of website using Search Engine Advertising

Pay-per-click (PPC) advertising or paid search advertising involves a company paying to have its ad appear on search results pages of search engines. PPC advertising providers such as Google, Yahoo, and Bing show sponsored ads, or paid search results, for most search queries. A consumer intending to purchase a microwave oven for her new modular kitchen may enter a query “microwave oven with convection and grill for home use,” seeking cost and feature information. A chain of electric kitchen appliances would likely then appear as a sponsored result. It is often observed that users with a high intention of making a purchase click on sponsored ads. This is especially true of highly transactional goods such as clothing, electronics, and consumer foods.

PPC advertising has a significant impact on consumer metrics such as brand awareness and brand image, even among users who do not click on the sponsored advertisements. Image ads tend to be more effective in exerting positive impact and increasing visibility in search results. A consumer seeking a new microwave oven may choose to review multiple electric kitchen appliances advice pages before making a decision.

A business can increase the reach of its website using PPC advertising in the following ways:

Choosing relevant Keywords–keywords are the search terms used by consumers to tell search engines about the specific product or service they are interested in purchasing. For businesses looking for maximizing their reach using PPC or search engine advertising, the focus must be on bidding on keywords that are highly relevant to the search queries that are common in their business. Businesses can make use of their historical data and competitor data to determine the popularity and relevance of various keywords.

The price of keywords can vary greatly, from pennies to several dollars depending on popularity, demand, and the value to the advertiser. The ad’s “quality score”, rank and popularity of the keywords among the competitors determine the price an advertiser has to pay. The quality score is the search engine’s way of determining the relevance of an ad to the searcher by evaluating each keyword’s relevance to the business and its landing page, as well as other factors. The rank of an ad is determined based on its cost-per-click (CPC) and its quality score.

Choosing relevant Geography and Time–search engines have enabled business to analyze their past data to determine where their online customers are located and the best time to reach them. Based on this data and other internal research, businesses can choose the desired geography and time of day in which they should advertise their products and services for optimal results. For small businesses that cater to a local audience, geography-based targeting is especially important and helps ensure that their ads remain relevant.

Profiling the audience–Businesses must understand the profile of their target audience and create “user personas” that will help them identify the relevant ads for their customer base. A young age group may be attracted to video ads, while a more mature audience may prefer an image ad. Audience profiling may also help businesses identify the time of day when their target audience is most likely to make a purchase.

Selecting appropriate Ad sizes–Advertisements displayed on search engines and other third-party sites are available in different sizes, and the digital marketing team must customize their marketing content to the size of the ad being displayed.

Testing various Ads– Search engines allow businesses to experiment with two or more ad options in order to identify the more attractive one, commonly referred to as A/B or multivariate testing. A business can divide its marketing budget between two or more ads to be displayed to a similar audience throughout the day if it is unsure about the most effective advertising message for its products or services.

Customizing Language–businesses can also customize their ads based on the language preference of their target audience to make sure the intended marketing message is relevant and reaches audiences around the world.

To know more visit http://www.SMstudy.com

What is Scrum of Scrums?

What is Scrum of Scrums and how does it work in the product development process? The first thing to know about Scrum of Scrums is that it acquires relevance only for large projects where multiple Scrum Teams are involved. In this process Scrum Team representatives convene for Scrum of Scrums Meetings in predetermined intervals or whenever required to collaborate and track their respective progress, impediments, and dependencies across teams.Normally, one member from each Scrum Team will represent his or her team in the Scrum of Scrums Meeting. In most cases, this is the Scrum Master, but at times someone else may represent the team. A single person may be nominated by the team to represent them in every Scrum of Scrums Meeting, or the representative may change over time, based on who can best fulfill the role depending on current issues and circumstances. Each person involved in the meeting should have the technical understanding to be able to identify instances in which teams could cause each other impediments or delays. Other important participants of Scrum of Scrums meeting include Chief Scrum Master and Chief Product Owner. The main purpose of the Scrum of Scrums Meeting is to communicate progress between multiple teams. The Chief Scrum Master (or any Scrum Master who would facilitate the Scrum of Scrums Meeting), can announce an agenda prior to the meeting. This allows individual teams to consider the agenda items in preparation for the Scrum of Scrums Meeting. Any impediments being faced by a team, which may also affect other teams, should be indicated so they can be conveyed at the Scrum of Scrums Meeting. In addition, if a team becomes aware of a large scale issue, change or risk that may affect other teams that should be communicated at the Scrum of Scrums Meeting. Outputs from the process Retrospect Sprint may have issues that could impact multiple Scrum Teams and could be used as an input for effective Scrum of Scrums Meeting. These meetings are preferably short (but usually not Time-boxed to allow for more sharing of information between teams) where a representative from each Scrum team meets to share status of the respective teams. The Scrum of Scrums Meeting is held at pre-determined intervals or when required by Scrum Teams, and these meetings facilitate the face-to-face sharing of information among different Scrum Teams through the Scrum of Scrums, issues, dependencies, and risks impacting multiple Scrum Teams can be closely monitored, which helps the various teams working on a large project better coordinate and integrate their work. It is the responsibility of the Chief Scrum Master (or another Scrum Master who facilitates the Scrum of Scrum Meetings) to ensure that all representatives have an environment conducive to openly and honestly sharing information, including feedback to other team representatives. For larger projects, involving a significant number of teams, multiple levels of these meetings may be convened. Each Scrum Team representative will provide updates from his/her team in turn. These updates are usually provided in the form of answers to four specific questions.

  1. What has my team been working on since the last meeting?
  2. What will my team do until the next meeting?
  3. What were other teams counting on our team to finish that remains undone?
  4. What is our team planning on doing that might affect other teams?

The answers to these four questions provide information that allows each team to clearly understand the work status of all other teams. It is recommended that a dedicated conference room be made available for the Scrum of Scrums Meeting, where all the Scrum Team Representatives are comfortable. In Convene Scrum of Scrums process, Scrum Guidance Body Expertise could relate to documented best practices about how to conduct Scrum of Scrum Meetings, and incorporate suggestions from such meetings in project work of individual Scrum Teams. There may also be a team of subject matter experts who may help the Chief Scrum Master facilitate the Scrum of Scrum Meeting. Some of the important outputs of the Scrum of Scrums meetings are: Coordination of work across multiple Scrum Teams. This is especially important when there are tasks involving inter-team dependencies. Incompatibilities and discrepancies between the work and deliverables of different teams are quickly exposed. This forum also gives teams the opportunity to showcase their achievements and give feedback to other teams. By using Scrum of Scrums Meeting, there is collaboration across the organization as opposed to people working in closed teams concerned primarily with their individual responsibilities. The Scrum of Scrums Meeting is a forum where Scrum Team members have the opportunity to transparently discuss issues, impacting their project. The need to deliver every Sprint on time forces the teams to actively confront such issues early instead of postponing seeking resolution. This timely discussion and resolution of issues in the Scrum of Scrums Meeting greatly improve coordination between different Scrum Teams and also reduces the need for redesign and rework. Risks related to dependencies and delivery time tables are mitigated as well.

 To know more visit http://www.SCRUMstudy.com