by Elizabeth Hines | Sep 12, 2019 | Blog, Content Marketing, Marketing, Social Media, Video Marketing
Live video streaming offers businesses a cost-effective strategy for engaging with and appealing to today’s buyers.
With YouTube emerging as the world’s second largest search engine and video becoming themost popular form of online content,it is no surprise that businesses are looking for ways to engage their target audience through video. And they’re even diving into a growing trend in video marketing: publishing content in real time. It makes sense, given live video streaming now represents 33% of all online activity.
Live video was used more for niche markets in its early days. But 68% of marketers plan to start using live video in the next year, and 77% of marketers plan to increase their use of video overall.
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How can live video work for the supply chain?
Live video is an increasingly popular content medium for the millennial generation, which is important for supply chain marketers to note as the B2B purchasing landscape skews younger. Consider that around 73% of 20 to 35 year olds are involved in product purchasing decisions at their companies, with one-third reporting being the sole decision-maker for their department. And a 2015 Google/Millward Brown survey of buyers found that about half of purchasing researchers were between the ages of 18 and 24 — and that percentage has only grown in the last few years.
Another important trait to note about millennials? They’re immediately turned off by overt sales pitches. Instead, they expect vendors to offer them value outside the sales funnel by way of education, entertainment, inspiration, or knowledge. So instead of creating video content to promote products, supply chain companies should use the opportunity to provide viewers with these elements of value they expect.
Live video streaming is the ideal medium for doing so, as it offers the transparency, emotion, and personal elements millennial buyers desire. Vendors can connect with buyers on an emotional level while simultaneously communicating their companies’ expertise, which directly impacts the buyers’ opinions of their solutions.
4 reasons to try live video streaming
Live video streaming offers real benefits for supply chain companies in addition to the increasing opportunity to connect with prospective buyers. When clients ask about whether they should try live video, I give them these four reasons:
1. Earn customer/prospect engagement and feedback
Most live video platforms have features that allow for viewer interaction, meaning customers and prospects can ask you questions and get instant responses. (Talk about excellent customer service!) That generates a positive experience that strengthens their relationship with your company. Also, you get the benefit of hearing feedback from a portion of your audience, which you can use to drive change and growth.
2. Promote transparency
Live video can be unpredictable, raw, and honest — which, admittedly, can be scary for the person filming. But today’s buyers crave this kind of transparency. When you go live, things may not always go as planned, but that will work in your favor more often than not.
3. Appeal to those who love to be in-the-minute
Social media users love to feel on top of their information streams. Live video offers that sense of insider, up-to-the-minute scoop that appeals to them.
4. Publish video in a cost-effective way
High-production videos can be costly and can take weeks to produce. One of the best parts about live video is that you need only a smart phone, a Wi-Fi connection, and someone willing to appear on camera (which is sometimes harder than it sounds). Publishing happens in real time, and then most platforms allow you to archive the footage for viewers to access later.
The takeaway
We’ve seen clients have great success with live video streaming. It’s one of those trends that’s not going away anytime soon. In fact, social platforms are increasingly adding “live” and “Stories-like” features to satisfy users’ seemingly insatiable appetite for this format.
That means if you haven’t tried live video, you should think about it. Pretty soon you’ll be one of the only ones among your competitors who is not — if you’re not already.
This post originally appeared on EBN Online.
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by Fronetics | Dec 6, 2017 | Blog, Current Events, Marketing, Social Media
The increasing popularity of chatbots is making it harder to ignore how artificial intelligence is helping shape the content marketing landscape.
Chatbots are the latest trend in artificial intelligence for marketers, and the supply chain and logistics industries should take note.
Chatbots can help automate and improve some of your marketing and customer service efforts. But to get the most out of these automated systems, you first must understand what they are and how they work.
What is a chatbot?
A chatbot is s a computer program that simulates human conversation using auditory or textual methods. Basically, it’s software that communicates with your customer inside a messaging app, like Facebook Messenger. Chatbots are similar to email marketing, but, instead of ending up in your inbox, they communicate through a messaging app.
Why are chatbots so popular?
As our mobile devices continue to change the way customers receive and interact with our brands, messaging-app usage has skyrocketed. In fact, 2017 saw a 69% increase in messaging-app users from last year. Business Insider reports the number of people on messaging apps surpassed the number of users on social networks. From iMessage to Facebook Messenger, mobile users are leaning more toward this newer technology to communicate with friends and family.
Why the big drop from email? Because people are buried in emails. On average, office employees receive 121 emails per day. Of those 121 emails, only around 20% are opened — and click-through rates are even lower. More and more companies have stuffed inboxes with repeated emails. Over-communication is the number one reason for readers’ unsubscribing to your email list. Chatbots have alleviated the inbox drama.
Why does my business need a chatbot?
Quality messaging without the spam
Chatbots take the spam out of email marketing. When companies market on a messaging app, they create an easier way for leads to receive educational messages about their brand. Chatbots are an easy and fun way for audiences to engage with your brand, getting answers to their questions and quality messaging about your products and services.
Ease of tracking and segmenting
Your brand will also appreciate the ease of tracking and segmenting your customers through chatbots. Take Facebook Messenger for example; using messenger bots, you can identify who your customers are in less than a minute. No other platform (email, social media) can get you that information as quickly or efficiently.
Increased customer engagement
Getting customers to subscribe to your chatbots is much easier than email subscriptions. Why? The ease of usage and lack of friction on messaging apps creates a more positive customer experience. Businesses can set up chatbots to message any user who comments on your social media pages. They can retarget people who have left your site, offering special discounts or promotions if they place an order. And chatbots can also nurture the sales process by notifying you of potential customers that request a specific action during their interaction with your chatbot.
How do I create a chatbot?
There are plenty of chatbot-building platforms available online. Before you pick a platform, make sure you do your research. Here are three of the top chatbot building platforms.
1. Chatfuel
This chatbot engine will do most of the hard work for you, ideal for those lacking programming experience. MTV, TechCrunch, BuzzFeed, British Airways and Adidas are said to have used Chatfuel to create their chatbots, along with almost 20,000 other users across the globe. The user interface is easy and slick, meaning you could create a chatbot in less than 15 minutes!
2. Chatscript
Launched back in 2011, ChatScript is a ‘next generation chatbot engine,’ which has won the Loebner Prize (awarded for the most human-like examples of artificial intelligence) four times. It provides an open source framework for developers to build and deploy chatbots.
3. Facebook ‘Bots for Messenger’
At its F8 developer conference in April, Facebook launched Bots for Messenger, a tool which allows developers and businesses to build chatbots for its Messenger platform (which is used by almost a billion people). Developers build bots, submit them for review, and then Facebook decides which get onto Messenger. The three main capabilities are its send/receive API, generic message templates, and the ability to customize the welcome screen users first see when interacting with your bot.
Messaging automation is the new email automation. Brands will be looking to join the chatbot craze for the ease, convenience, and the positive customer experience. Have you tried a chatbot program yet? We’d love to hear from you about your experience.
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by Fronetics | Nov 9, 2017 | Blog, Content Marketing, Marketing
Case studies have proven to be one of the most effective kinds of content in converting leads to buyers. Here are 4 strategies to getting customers to participate.
The 2017 Content Preferences Survey Report found that 78% of B2B buyers used vendor case studies as part of their purchasing decisions in the past 12 months. So why are customer testimonials and case studies so effective? Because buyers value the opinions of their peers and colleagues.
In fact, 89% of B2B marketers consider customer testimonials and case studies as the most effective kinds of content in converting buyers. It makes sense: User reviews offer an unbiased, credible experience regarding a company’s products or services. So potential customers do not have to rely exclusively on information the organization provides.
With stats like that, it is easy to see that case studies are compelling, but getting customers to participate in case studies can be very challenging. Here are 4 tips to help increase case study participation.
4 strategies to get customers involved in your case study
Create a formal process.
Start by getting support from your sales and marketing teams. With compelling stats about the success of case studies and customer testimonials, your internal teams will be jumping at the chance to help find participants. After all, these customers will help drive new sales.
Next you will need a formal submission process for sales and marketing team members to complete when they want to submit a customer’s name and information. You will also need a detailed document that explains to participants their level of involvement. People are busy! Keep case studies short and sweet so nominees are more likely to participate.
Be smart with your timing.
Case studies are most effective when you have happy, satisfied customers beaming about your products. Be smart with your timing and ask customers who just recently purchased your products or services. These customers are most likely excited about their recent purchase and may even go one step further in their reviews, offering tips and how-tos that will only add to the success of your case study.
Not sure if customers are happy with their recent purchase? Ask them! Send an email that asks if they’re satisfied. If their response shows excitement, ask if they’d be willing to participate.
Treat the case study as a mutual opportunity
Case studies can be beneficial to you and your participants, and should be treated as such. “Many customers already think doing business with you is a favor they did. You should not make them feel like they’re going to be doing you another favor by doing a case study,” writes Ayodeji Onibalusi for Effective Inbound Marketing.
Let customers see your case study as an opportunity for them. Explain the benefits, including publicity, they will achieve from participating. Post your case study to social media, link to your website, and send to existing and potential customers. A case study is something your participants can enjoy and won’t want to miss out on.
Find alternatives if customer polices prohibit case studies
Company policies that restrict or forbid some customers from participating in case studies are a big roadblock. Your company could have strict polices about customer testimonials, or customers might have restrictive company policies that limit their participation. These can be a challenge but don’t have to quash your opportunity to conduct successful case studies.
Get creative if you must! Conduct large group interviews and take samples of customer testimonials. Or use the average results from the interview to create an anonymous case study. If you’re still running into issues, simply ask customers for a one-sentence review that you can post without their information. These short reviews can still have a big impact on potential customers.
Case studies have proven they are worth their time and energy. Recommendations from actual customers are a powerful tool. Use these four strategies to conduct case studies that will help attract new customers and drive sales.
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by Fronetics | Dec 9, 2014 | Blog, Supply Chain
By spending time and money on unnecessary bells, whistles, and gimmicks in an effort to delight your customers, you may be cheating yourself out of creating real value for your customers. If your current focus isn’t on your internal customer workflows, it should be. Your customers will appreciate it and you’ll benefit from building more meaningful customer relationships.
Here’s how to delight your customers and start them on the path to becoming evangelists:
1. Make it easy for your customer to do business with you.
Focus all customer-related, post sale activity on making life easier for your customer to do business — more specifically, to do business with YOU. Start by identifying any bottlenecks or delays and then find a way to eliminate them. Talk with the customer. Ask about any challenges they experienced on their end – and respond accordingly. Be the provider that makes it easier for the customer to do business; making a customer’s business run smoother will trump bells and whistles anytime.
2. Empower your employees to respond to customer queries and requests.
Your customer-facing employees are critical to customer retention and satisfaction. Make certain your employees understand the importance of their roles and work to create a culture where employees are comfortable responding to customers. Ensuring employees have the necessary support and resources to confidently interact with your customers will build value that’s likely to boost customer satisfaction rates.
3. Invest in training.
Put your time and money into training with the objective of increasing No. 1 and No. 2 above. Smart, effective employees trump all other investments on the customer satisfaction and retention scale. Looking for proof? When was the last time you were upset with a company because they were smart and efficient?
4. Delight customers to increase revenue.
Keeping existing customers satisfied is the most economical way to grow sales revenue and profits because there are no customer acquisition or startup costs. Keeping existing customers satisfied should be the mantra of your frontline employees.
5. Listen to and learn from your customers.
Query customers about their experience, their current challenges, forecasted industry trends – anything that knowing the answer to might help you serve them better. Your questions might just lead to the discovery of a new pain point that could be the catalyst for the development of a new service offering. New service offerings create opportunities to delight current customers and attract new ones.
Remember, satisfied customers tell three friends about their experience, and angry customers tell their unhappy tale to dozens. These are the interactions that can make or break an organization.
We’d love to hear your stories of excellent or subpar experiences with your vendors. Let us know what happened.
by Fronetics | Dec 9, 2014 | Blog, Supply Chain
By spending time and money on unnecessary bells, whistles, and gimmicks in an effort to delight your customers, you may be cheating yourself out of creating real value for your customers. If your current focus isn’t on your internal customer workflows, it should be. Your customers will appreciate it and you’ll benefit from building more meaningful customer relationships.
Here’s how to delight your customers and start them on the path to becoming evangelists:
1. Make it easy for your customer to do business with you.
Focus all customer-related, post sale activity on making life easier for your customer to do business — more specifically, to do business with YOU. Start by identifying any bottlenecks or delays and then find a way to eliminate them. Talk with the customer. Ask about any challenges they experienced on their end – and respond accordingly. Be the provider that makes it easier for the customer to do business; making a customer’s business run smoother will trump bells and whistles anytime.
2. Empower your employees to respond to customer queries and requests.
Your customer-facing employees are critical to customer retention and satisfaction. Make certain your employees understand the importance of their roles and work to create a culture where employees are comfortable responding to customers. Ensuring employees have the necessary support and resources to confidently interact with your customers will build value that’s likely to boost customer satisfaction rates.
3. Invest in training.
Put your time and money into training with the objective of increasing No. 1 and No. 2 above. Smart, effective employees trump all other investments on the customer satisfaction and retention scale. Looking for proof? When was the last time you were upset with a company because they were smart and efficient?
4. Delight customers to increase revenue.
Keeping existing customers satisfied is the most economical way to grow sales revenue and profits because there are no customer acquisition or startup costs. Keeping existing customers satisfied should be the mantra of your frontline employees.
5. Listen to and learn from your customers.
Query customers about their experience, their current challenges, forecasted industry trends – anything that knowing the answer to might help you serve them better. Your questions might just lead to the discovery of a new pain point that could be the catalyst for the development of a new service offering. New service offerings create opportunities to delight current customers and attract new ones.
Remember, satisfied customers tell three friends about their experience, and angry customers tell their unhappy tale to dozens. These are the interactions that can make or break an organization.
We’d love to hear your stories of excellent or subpar experiences with your vendors. Let us know what happened.
