It is often said that small actions lead to big results – some good and some bad, but the absence of action could create irreparable damage beyond your imagination. So when it comes to taking care of loyal ,profitable customers, why do so many companies pay lip service to the notion that the customer comes first? Is customer service your most powerful retention tool or your competitors’ most powerful acquisition tool? Let me share with you a real-world example of what I’m referring to: [Read more...]
Customer Service – Your most powerful retention tool or your competitors most powerful acquisition tool?
Ever visit a website on a mobile device, and find it virtually unreadable because it’s a desktop website and everything is too small to read on your little screen? That is a site that needs responsive design and here’s why marketers need to embrace responsive design for our websites. If you haven’t heard of responsive design before, basically, it is web design that responds to its environment. When you visit a site built with responsive design, the site can determine the size of your screen and adapt the website to fit your screen appropriately. For example, if you’re reading this post on a laptop or desktop, try making the window narrower –see how the Biznology blog automatically changes to accommodate your window size? That smaller version you are seeing is the mobile version of the blog. [Read more...]
Earlier this week, I saw a piece of data that, if accurate or even half accurate, is something that every Internet marketer should fear in the same way that a kid fears the dentist. “What?” you ask. Well, kids (and many adults for that matter) are scared to death of the dentist. Why is that? It’s because they think they know what the dentist is going to do but they fear what else the dentist could do without the least bit of warning. They could go to see the dentist for a simple cleaning but in that time the dentist could find trouble. Once that trouble is found, it is impossible to measure what will happen, but most kids who have any experience know that it can be extremely unpleasant. You know why. Needles and drills and that smell. Yeah, the smell.
Well, it’s a lot less dramatic but just as painful that in mobile marketing there is something that marketers should truly fear. That is something that is quite possibly unmeasurable. No matter how hard you try you may never get a real number attached to something that occurs all the time in the online world. It’s the sharing of a video, or any message for that matter, without leaving a trail to measure.
Still not clear? Well look at this chart that comes from a study that the Interactive Advertising Bureau’s Mobile Marketing Center of Excellence produced called “Mobile Phone Video Diaries: Understanding Mobile Video Usage“. (The chart was synthesized by eMarketer)
In the breakdown of exactly how such a large percentage of videos are shared, there is the piece of data that says that 44% of those sharing videos are simply sharing that video experience with their own device. They are saying “Hey, dude! Watch this!” or if you are a little older you might say say “Hey honey, did you see this yet?” Either way, as a marketer this should send a chill down your spine.
Why? Well, you can’t measure this kind of reach. Oh sure, you can guess and you could float this in front of some executive at your company who “knows” that everything on the Internet is measurable with a “We believe that there are X% more people seeing this because they are not sharing through social media but they are showing others with their device.” That will be met with the same icy stare that those who are trying to measure the impact of TV get when they talk about eyeballs.
Face it Mr. or Ms. Marketer, you’ve got a problem on your hands. Your promise of content marketing helping your company’s promotional efforts and the ability to measure and track everything that happens in the online space has pretty major hole in its theory.
Oh, and the best part? Video is growing so fast and is becoming so important that those upper level executives may actually be interested in it to the level that makes a marketer’s “I think we can say with a reasonable degree of confidence…” statements hit the board room table like a lead balloon.
Sing along to the tune of the “Bad Boys, Bad Boys” theme music of the TV show Cops: “Marketers. Marketers whatcha gonna do? Whatcha gonna do when they come for you …. and your video sharing analytics!”
Yeah, it’s enough to make you break out in a cold sweat isn’t it?
Well, I have to go. I have a great video to share with you that has a solution but I just shared it with my buddy over lunch and I don’t feel like taking the time to put it anywhere else since I have been pulled in a hundred other directions since then. Sorry. Oh…and good luck!
I read about this last summer, but one of my daughters called it to my attention again–a restaurant in Los Angeles that offers a 5% discount for tables that turn in all their cell phones for the duration of the dinner. So, instead of jamming cell calls and other onerous ways of forcibly stopping people from using their favorite screen, this establishment is going for something different. It’s very smart and there is a lot that we can learn from their approach, regardless of what business you are in. [Read more...]
For an increasing majority of us, our mobile devices are the last things we touch before we go to bed at night and the first things we pick up and check when we wake up. Now more than ever, people are using their mobile devices to not only make phone calls and send text messages, but to access information on the Internet. According to the Pew Internet & American Life Project, the majority of American adults who have cell phones are now using them to go online. Within that surveyed group, nearly one third of those adults use their phones for the majority of their Internet access. Also important to note, it is projected that smartphones and tablets sales will gradually increase over the next few years, while sales of computers (PCs and laptops) are expected to remain stagnant. So, the question is, is your website changing wit this mobile revolution, or is it remaining stagnant? [Read more...]