Browsing Category: "Marketing"

Looking for Customer Loyalty- Know Your Customer Better

December 8th, 2021 | Posted in Marketing
The keys of a marketing program that builds lasting relationships with customers and protecting profit margins.

Marketing one-to-one based on the idea of ​​establishing a learning relationship with each customer, starting with the most valuable. Although the principles of so-called “relationship marketing” are simple -Ask customers about their needs, interact with them and adapt the product or service to their demands, their implementation is complex. And too many companies, without proper preparation and with the excuse that they need to know their customers, overwhelmed with telemarketing campaigns and direct mail. In this note, Don Peppers offers useful to carry out a proper relationship marketing strategy tips and guidelines provides an exercise that allows to discover if a company is able to face her.

What are the advantages of using a marketing strategy one-on-one?

By creating a relationship with the customer, the company ensures their loyalty and protect their profit margins. When customers are not loyal, they are always looking for a competitor that offers lower prices. Therefore, companies embark on constant price reductions and, as a result, margins decrease.

You can win the loyalty of its customers, however, will not necessarily be obliged to propose cuts to match each competition.

What are the best customers to establish a one-to-one?

There are two types of value: the actual value, which is what is expected from the customer over a period of several years; and strategic value, which is what could be obtained from a client with growth potential uncovered, if a strategy to lure applied. In this context, the ideal customers for a one-on-one are those who are willing to work with the company to create the product or service they need; those who can help, because the company can do things better than themselves; and finally, those who have a strategic value for growth potential.

What are the steps to implement a relationship marketing program?

Identify customers; differentiate by value, actual and potential, which have for the company; interact with them and adapt their products or services to meet the individual needs of customers.

To know and differentiate customers have to have a large base of information.

How do you get it without feeling invaded?

In principle, we must never try to obtain information from a client without knowing previously what you are being used. Each of the data to be searched must have a clear purpose.

Another aspect worth considering is that no one likes to answer long Customer Loyalty questionnaires.

The companies that subject their clients to countless questions, all they do is irritate them and away. I suggest, instead, what I have called “dialogue of drip irrigation.” That is, every time the company interacts with a client must obtain a drop of information to complete your profile tastes, demands and requirements, instead of trying to put the puzzle input, using a single questionnaire and when not yet established a relationship of trust.

Because the more you know the customer’s business better adjust their behavior to what you need, that person will be willing to provide information whenever prompted.

And it affirms loyalty …

Yes, but it is a process that takes time. Literally, every time the customer gives you some information to a company, wants to see tangible results. The company wants to use that information to their advantage.

If a travel agency, and the client tells him not to smoke, that person expects that you reserve a non-smoking area in the hotel. If told that his favorite newspaper is the Wall Street Journal, you do not want the hotel people asked what their favorite newspaper; aims already know what it is.

So the more questions you answer, the more benefits expected; and only if you get them, you will find value in having provided information to the company.

Why do you say that in marketing one-to-one technology that is used plays a major role?

When I speak of technology I do not mean simply, which will automatically dial a phone number. The caller to a client must be able to read on the screen of your computer, what to ask. The conversation must have a predetermined script; you can not leave it to chance, or ask any questions.

Something similar happens with an automated sales force. The seller talks to the client after having checked his profile, and once you are able to follow a series of sales patterns. But the structure of the conversation that will keep is based on what the marketing department considered previously, would be the appropriate type for each customer or group of customers in particular message.

So, thanks to technology, the interaction process is almost automatic. It is also essential, of course, to organize information that is collected from customers. If the company has several thousand customers, you must seriously consider the need to acquire a tool of “data warehouse” (data storage) class. But if the company is small and has only a few hundred customers, you may find enough to buy a contact management software in a business computer. Many can be synchronized so that two or more vendors enter the information. If your process is more complicated, but not required to use data warehousing architecture, you can appeal to a system of sales force automation mid-range, or a marketing automation software.

There are many vendors who sell these applications, and not about investing multimillion amounts, but just a few thousand dollars.

When a company hires him to implement a marketing one-to-one, what are the stages of that process?

The initial stage is evaluated.

I have to determine exactly what the situation is regarding identification and differentiation of its customers. I should know if it has properly classified by value and your needs, whether you interact with them efficiently in terms of cost, and if you are able to adapt their products and services to customer needs.

So the first question I ask is: “Do you know the identity of their customers?”. Because maybe that company sells through dealers or retailers, and know their identities, but not the end-user. The second question is:

“You want to create a relationship with end users or resellers?”. Because you can do both, but the company is the one to make the decision. If the company is a retailer only you know the identity of a fraction of their customers because they sell a lot but do not know who bought it two weeks ago, so I advise is a marketing program often. Essentially, it is to give customers a card, and make a discount each time they buy. That way, the company can identify their frequent customers, and to emphasize them when you want to know more deeply.

Once identified, how the difference in order to adapt the product or service to your demands?

We split. To find out how it differs from the other client to take, in the database, those items that will build a statistical model. Then you have to find out what that path is point each client and represents how many potential business. But most important is to determine what their needs; because if I can differentiate according to them, I tell you with a mechanism to adapt the product or service, guided by the objective of meeting them. Now, what happens in the case of a telephone company?

Because the service provided is a kind of “commodity,” something undifferentiated. And all customers want the same thing: a quick, efficient and inexpensive connection to another phone.

It is not possible to conceive a telephone service tailored to each client. But what the company should do is analyze the use that each client gives the phone, find out what support services you use and try to differentiate it according to your needs are. Some will use it a lot because you work at home, and another person that travels frequently; both are heavy users of the service, but for different reasons, and the phone company must consider both needs.
If you target your database in large, medium and small customers, and corporate and individual clients in each segment will detect the shape of phone use. And each of these types of customers demand different services. For example: a person who travels a lot will need a special card, or maybe you want an account with code to charge calls to its customers; the person who works at home want your phone number and your fax line are elmismo, and perhaps some additional services for your computer. When you link those needs with the products offered, the company may suggest to its various customers other services that would solve their problems and their life easier.

In the continuing quest to differentiate customers, there can be no danger of saturation?

It is probable. Especially today, when people are exposed to thousands of stimuli per day, it is not uncommon for someone to say, “I do not want to bother me more.” If more and more companies interact with their customers individually, people do not want to set too many relationships. It will choose one that will manage your financial affairs, one that will give health-related issues, and one that addresses your travel and vacation, for example.

They aspire to have deep relationships with those few companies; and relationships to be more durable and identify those that best meet their demands.

And those that do first …

Of course. The first established a one-on-one with clients, everything is easier, beyond other companies to come to them and be more competitive in terms of price, for example. For those customers they have already told him what they want and whenever you use that information well, he will be loyal. In short, the work of re-tell other companies what they want are saved.

You can always happen that someone, to conquer market, decide to give away your product for a certain period. But, ultimately, this strategy is too expensive.

Is the condition for confronting the marketing one-to-one is having a base of well-armed and differentiated data?

It is not always necessary to arm the outset, a large database.

Consider a real example: a car dealership in San Antonio, Texas, charging patent numbers of cars clients in a database that costs $ 69. As the booking office has a service shifts large window overlooking the parking lot, whenever he sees a car approaching, the employee enters the patent number into the computer and, as soon as the driver then parked it, go to the office, calling him by the name salutes and says, “I know what you need your car.” It’s an easy idea to implement, but gives excellent results. Over time, people will demand the same treatment to all companies which it operates.

Is it possible to monitor in real time the effectiveness of marketing activities one-on-one?

Yes, pushing a control group made up of customers who are serving with the conventional marketing, but statistically equal to the group in which the program one-on-one was applied. It is sufficient to note the differences that occur in the two groups to determine the effectiveness of the new program.

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Here’s Why YouTube Should Be A Key Part Of Your Marketing Strategy

December 6th, 2021 | Posted in Marketing

You’ve all heard of YouTube. You’ve probably watched a video there already today. Perhaps you used it to listen to music or used a tutorial to learn a new skill. In all likelihood, you’ve probably watched a funny cat video in the last few days. YouTube is ubiquitous and a vital part of any marketing strategy. Unfortunately, few businesses are capitalising on the immense power of video. If you don’t yet have a YouTube content strategy, here’s why you should.

It’s the second biggest search engine on the planet

Yes, after Google, the next big search engine isn’t Bing or Yahoo, it’s YouTube. Millions of people use its search function every day. Many of them will be searching for services like yours. They’re looking for advice, tutorials and entertainment. Why wouldn’t you want to appear here? More importantly, Google indexes videos and displays them on their regular search page. It’s a vital part of your SEO strategy.

Video is the most consumed form of content on the web

Forget blogs, infographics, photos, and think-pieces, it’s video content that is most loved online. Videos are streamed and shared more than any other content on the web. It’s easier to digest and provides a much better way of communicating with people. If you’re looking to implement an effective content strategy, video should be at the heart.

There’s an entire community of people there

There are millions of people who call YouTube home. For many it’s their default social media site, with communities full of people exchanging comments and videos. In particular, the younger generation gather here. Remember, they are your thought-leaders and taste-makers. Gaining a reputation among this crucial demographic will do wonders for your brand.

It’s the first place we turn for… music, tutorials, entertainment

YouTube has become our instinctive first response for many services. Did you know that it’s the biggest music streaming platform on the planet? Without thinking, YouTube has become our default online friend. Millions use it to learn new skills or find entertainment every day. It’s also slowly making its way into our home through TVs, cars and tablets. It will become an even bigger presence in the future.

Viral and shareability

In the online world, content is king. We share it with our friends and family and use it to create an online persona. Nowhere is this more powerful than video content. Many businesses tell us that their industry doesn’t lend itself to video content. This isn’t true! Every business can create compelling content, you just need to find the right angle. Sometimes it helps to work with creatives like Irving Video Production too. Experts can help you create something viral and shareable.

Humanize your business

One of the trickiest aspects of the online world is putting on a human face. It’s easy to hide behind websites and dense copy. But, the best companies allow their emotion and human side to show through. A video is the perfect way to do this.

YouTube should be a strong component of your marketing strategy. Don’t take our word for it, just look at the self-made YouTube millionaires. There is huge potential out there and you’re missing it!

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Customer satisfaction survey

November 29th, 2021 | Posted in Marketing, Uncategorized

Customer satisfaction

Have pleased or fully satisfied customers is one of the key success factors in business. Any organization that wants to understand what your customers think about your product, your service or your brand needs to do a satisfaction survey. e-survey provides the tools necessary to create your survey of customer satisfaction.

What is a survey of customer satisfaction?

A satisfaction survey is an empirical study to determine the degree of satisfaction of the respondent. It is the most economical and efficient method of obtaining customer information. Satisfaction surveys are used to make decisions based on quantitative data obtained through a questionnaire.

Objectives of a customer satisfaction survey

A satisfaction survey should serve to make decisions in the short, medium and long term. These are the main objectives of a satisfaction survey:

  • Knowing the level of customer satisfaction.
  • Understand their needs.
  • Get the information you need to keep them satisfied.
  • Identify specific areas of improvement.
  • Understanding the factors that strengthen customer relationships.
  • More specific objectives: Understanding the expectations of customers, whether they would recommend the product or service, know the strengths and weaknesses and get descriptive information that allows segmenting customers.

Benefits of an online customer satisfaction survey

  • It helps you retain your existing customers.
  • It helps to attract new customers.
  • Customers feel part of a process of continuous improvement. They like to feel that their opinion is useful. This type of survey is a great tool to encourage good communication with them.
  • It helps establish an organizational culture in which the work of all members is focused on customer satisfaction.

Examples satisfaction surveys

Customer satisfaction
Classic satisfaction survey which measures aspects such as overall satisfaction and satisfaction with different aspects of the product / service.

NPS
To measure the loyalty of customers of a company based on the recommendations. It is based on making customers a single question, from which both the likelihood of repeat purchases and recommendations are predicted.

Customer satisfaction service
It measures aspects such as speed, friendliness, competence and professionalism of the person who attended the customer and solving problems and incidents.

How do I start the survey?

First, before drafting the questionnaire, prepare a list of your goals, what do you want to find?

Stages

1. Draft questionnaire

The shorter the better questionnaires.
The shorter questionnaire, most respondents come to the end. How it is a shorter questionnaire, the higher the quality of your answers because respondents are not fatigued. Select either the questions of the questionnaire, prioritize if necessary, does not intend to ask around, ask the most important.

Use a specific simple language, clear, direct and
Ensure that your respondents do not have to guess what you mean.

Do not give up the wealth of open comments
Open questions or open-ended questions allow the respondent to express in their own words. This type of question provides qualitative information to enrich the analysis.

Use one of our templates as a basis:
e-survey provides a wide variety of templates written by experts who can serve as a starting point. These templates contain the classic questions of each type of survey. The application allows you to take any of these models as a base and edit the questions to fit, if necessary, to their specific needs.

2. Schedule questionnaire

Use the most appropriate type of question in each case: e-survey provides 17 types of questions; choose the one that best suits the question referred.
The appearance of the survey is important, personalize it: e-survey allows you to customize the colors of their sources and their funds. Add picture in their surveys. Enter your logo.
Before sending the survey, should try it: Send the survey to others in the organization to ensure that everything works properly, especially if the survey has conditional logic.

3. Collect responses

Once the questionnaire prepared, it’s time to send the survey to customers.

In most cases it will be sent to customers an email invitation to complete the survey. The e-survey system includes a complete editor and a tool for sending emails which also allows you to track the response rate of those emails of invitation and send reminders to those who have not yet responded. Apart from the main shipping, usually one or two reminders performed. The collection time responses, including shipping and reminders, usually 10-14 days.

There are other methods to collect the answers, email and other less common for this type of survey, such as posting a link to the survey in a web, social networks, or via QR codes.

4. Analyze results

The results of the surveys are accessible online through a real-time report. The paid versions of e-survey let you download the results in Excel (respondents answers in rows and columns) as well as graphics. The system also allows you to filter responses.

5. Implementation of actions derived from the results of the survey and monitoring

With the data on the table, make sure that the comments are implemented. The information collected helps identify key ratios and metrics that need to start monitoring.

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5 Tips for Digital Marketing Strategy

November 17th, 2021 | Posted in Marketing, Uncategorized

 

We often think that good digital strategies belong only to large companies or startups with many resources: false! Any business however small, can build a successful marketing strategy, if you follow these best practices.

Today, entrepreneurs have many ways to learn about marketing strategies both search engines and social networks: videos, podcasts , blogs, etc.

If you have a small or medium business and want to open a space for your business in the virtual world here you share a list of 5 tips that will help you succeed both online and offline.

1. Plan your Strategy

Do you ever improvised a presentation? When I have to give a talk and not prepare myself, I can almost assure you that I run media talk arguments or start using those annoying buzzwords “eeehm”, “therefore”, etc.

It is the same with any Digital Marketing strategy. If you do not plan before launching a campaign or digital strategy, two things will happen:

  • We were halfway and not know how to continue.
  • Do not really know if we cause any impact.

And the only way to know if we have any impact is to first define the objectives of the strategy. For example, you may find a very funny picture to share it on Facebook, but if the image does not respond to a defined objective to share, you’re improvising.

To define goals, we suggest that these are the SMART features:

  • S pecific (Specific)
  • M easurable (Measurable)
  • A chievable (Achievable)
  • R ealistic (Realistic)
  • T ime specific (defined time)

You also need to analyze what the market needs through key tools such as Google Trends, where the latest trends in internet searches are collected. This tool gives you a great opportunity to create a campaign consistent with the current interests of our target audience.

You know what scares me about Google Trends? It is such a good tool that can take you even realize that your business is going astray. On one occasion, researching on Google Trends we realized that nobody was looking for a product that had put all our hopes. Through this tool we could stop and refocus to ProyectaPrint.

2. Create content

Remember to put your audience first. A marketing strategy is not what you mean, but what your audience wants to hear.

This is where comes in known content marketing consisting become useful ( Youtility , is the name of the book by Jay Baer ) through unique, free and above all, ayden our material target to be better, to overcome to learn something.

If you have, well informed and professional content, your prospects begin to trust you.

No doubt the main protagonist in this type of marketing is video, especially those in a few seconds squander great creativity. For this reason, the social network of video Vine instantly became a success compared with the time it took to Facebook to position.

Remember, every content should have its own objective and must fulfill a particular function within the overall strategy. The idea is to improve the engagement of users and SEO positioning. Furthermore, the popularity of mobile devices makes a good strategy necessarily raising digital content fully adapted to be mobile navigation.

3. Choose your channels

Have you noticed the new generic and prefabricated slogan of many companies?  Follow us on Facebook and Twitter“. As if these were the only channels of communication. Gary Vaynerchuck challenges entrepreneurs to think beyond Facebook and Twitter. How about a strategy Pinterest ? I respect greatly C’SANTOS being of the few companies that have a defined strategy Instagram .

Obviously, Facebook and Twitter are the most popular social networks, but according to your type of business, you can find other social networks that are more suited to your business. Have you seen the marketing strategy Oil Ideal on Youtube?

And in this aspect of choosing channels, something that will make you succeed is to not think about social networks as communication channels (that’s TV and print) but rather, interaction channels . I have seen many brands that are dedicated to publishing and publishing but never answer comments Is that really be social?

4. Measure the Results

This point is closely related to the first: Define objectives.

Once commissioning strategy is critical to track the results that are obtained to calculate the ROI, ie, the return on investment.

The factors to consider are: the traffic generated, impact on social media, conversion rate, etc. To do this we can use tools like Google Analytics , True Social Metrics , to discuss the state of the campaign in all social networks,Social Mention to make a free followup comments about our brand in real time; Addictomatic to collect the dialogues generated based on a particular subject; SocialBro ideal for getting Twitter statistics; Crowdbooster very useful to measure campaigns and reporting; and SocialBakers , a tool to compare with the competition.

5. It uses Professionals

It is natural that at first your budget is limited, and many of the steps will you or someone on your team.

But setting up a coherent digital strategy effectively often requires professional help. That is why we use specialized company, conduct training or hire professional freelance for the design and implementation phase through employment websites is undoubtedly a key factor to achieve effective results.

When your business grows, will interest topics such strategies RTB (real-time auction) to get advertising space at low cost or using tools re-targeting and behavioral targeting, to track users who have visited our site and to directing our communication to the audience you want to reach. These are just some of the tools with which professionals can optimize a digital strategy.

Finally, to launch a digital strategy that is useful for your business is absolutely necessary to design a strategy that includes

  • Plan and define objectives,
  • Create content
  • Select interaction channels,
  • Measurement results and, if necessary, and our budget allows,
  • Recruitment of human resource to implement our plan of action.

The strategy can accommodate many types and sizes of businesses budget, but it is ideal that its basic structure includes all the points mentioned.

We hope these tips will serve you to design a more effective strategy. We wish you success in your business and forth.

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How To Do Market Research

November 15th, 2021 | Posted in Marketing, Uncategorized

The market research is the process through which certain information is collected from the market, this information is analyzed and, based on this analysis, decisions are made ​​or designed strategies.

The depth of market research and the need for it can be diverse and can range from a somewhat informal research that allows us to better meet our customers through small surveys, to a formal investigation, costly and several months of duration to allow us to test a hypothesis market.

Whatever the case, is usually thought to conduct a market research is a complex task that is why we should hire the services of a specialist that do for us now (which often charge hundreds or even thousands of dollars); However, the truth is that making a marketing research is something that any of us can do if we have the will and know the steps.

Let’s look at what are the steps to do market research, along with a simple example that will help us gain a better understanding:

1. Determine the need for research

The first step is to determine the need for research; that is, the reason why it is necessary to perform it.

Generally, the need for market research arises from a problem or opportunity that has been presented.

If a problem arises, there may be the need for an investigation to find the cause and solution of it, and should there be an opportunity, there could be a need for an investigation to determine if this really is an opportunity, and find out how you can leverage.

Example: We have identified the opportunity to launch a new product to market, which is a new brand of shirts for men, so there is a need to conduct a market research that allows us to determine the feasibility of launching or enter the product to market.

2. Establish the objectives of the research

Once you have determined the need for market research, the next step is to set goals that will have the same.

The objectives of market research must arise from the need of research.

If the need arose from a problem, the objectives may be related to find the cause and solution of the problem, and if the need arose from an opportunity, objectives could be related to determining the feasibility of the idea, and knowing how to take full advantage.

Example: Once you have determined the need for market research that allows us to determine the feasibility of launching a new brand of men’s shirts to the market, we set the following objectives:

  • know the possible consumer reaction that forms the target before the introduction of a new brand of shirts to market.
  • know the tastes, preferences, customs and habits that make up the target with respect to the purchase or use of the garment shirt.
  • determine the possible selling price could have each of the shirts.

3. Identify the information to be collected

Once you have determined the need for and objectives of the research, the next step is to identify the information we need and therefore collect.

The information collected should be to allow us, once analyzed, meet the need and objectives of the research.

Example: To assess the feasibility of launching the new brand of shirts to market and achieve the objectives, we determined that the information we need and collecting shall be:

  • acceptance of a new brand of shirts by consumers making up the target audience.
  • at first it was fixed when buying a shirt.
  • their models and favorite colors.
  • places generally buy their shirts.
  • the average amount usually pay for a shirt.

4. Determine the sources of information

Once we have identified the information that we collect for research, the next step is to determine the sources from which we will obtain such information.

The sources of information are usually classified into primary and secondary sources:

  • Primary Sources : are sources that provide information “first hand” to the present investigation. Examples of primary sources are the consumers, competition, company employees, the company records, etc.
  • Secondary Sources : are sources that provide information that has already been collected and used for purposes other current research. Examples of secondary sources are the databases of the enterprise, government agencies, books, newspapers, magazines, etc.

Example: Once you have determined the information we collect in order to achieve the objectives of our investigation, we determined that the sources of information that we will use will be shaped by consumers who make up our target audience.

5. Select and develop techniques for collecting information

Once you have determined what is the information we collect, and where we are going to get, the next step is to determine how we are going to get; ie select and develop the techniques or methods of gathering information that we will use.

Among the main techniques or methods of data collection used in market research are thesurvey , interviewing, observation , the market test , the focus group and survey.

Example: to gather the information we need will make use of the technique of the survey, which was conducted on a representative sample of the target audience. Some of the questions included in the questionnaire of our survey are:

  • Are you willing to try a new brand of shirts?
  • What is the first thing that you set when deciding to buy a shirt?
  • What are your favorite models?
  • What are your favorite colors?
  • Where do you usually buy your shirts?
  • How much is what usually pay for a shirt?

6. Collect information

Once you have determined the information we collect, sources where we get, and the techniques or methods of collecting information that will use, the next step is to effectively make the collection of information.

To do this, previously named the charge or responsible for gathering the information, the train if necessary, and determine the place or places where it is held, the date when it will start and how long it will last.

Example: Once you have determined that we will make use of the survey and have designed our questionnaire, we turn to appoint personnel to make the target audience surveys, and make it effective.

7. Analyze information

Once you have collected the required information, the next step is posting it (count data), processing (sorting the data, tabulate, encode), interpret, analyze and draw our conclusions.

Example: Once the information collected through surveys, data were tabulated, analyzed and the following conclusions were obtained:

  • launch a new brand of men’s shirts market is feasible, as there is sufficient demand and consumer forming the target audience is willing to try a new brand of long shirts and when it is of good quality.
  • the first thing a consumer that makes up the target audience when deciding fixed by buying a shirt is the model and the quality of the fabric.
  • There is a preference for bold patterns and bright colors.
  • the consumer that makes up the target audience usually buy their shirts in department stores.
  • the average price you usually pay for a shirt is $ 25.

8. Make decisions and design strategies

Finally, once you have analyzed the data collected and received our findings, the next step is to make decisions or design strategies based on the analysis and conclusions drawn.

Example: Once you have analyzed the information collected and concluded primarily to launch a new brand of shirts to the market is feasible, we make the following decisions or design the following strategies:

  • the decision to introduce the brand new shirts to the market is taken.
  • we proceed with the design and manufacture of shirts, paying special attention to the quality of the fabric and striking design models based on light colors.
  • it comes into contact with different intermediaries that serve as outlets, giving more importance to department stores.
  • the decision that the sale price of each shirt will be US $ 20 is taken.
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