If your website has more text than images, is hard to navigate and isn’t mobile friendly..you need to upgrade your website. Visit www.glmarketingconsultants.com
If your website has more text than images, is hard to navigate and isn’t mobile friendly..you need to upgrade your website. Visit www.glmarketingconsultants.com
Up until a few years ago, if you surfed the ‘Net you used a desktop or laptop computer. Now people are more likely to use a mobile device – smartphones, tablets and phablets – to go online. Nearly every US adult (95%) has a cell phone and according to the Pew Research Center, the percentage of Americans owning smartphones increased from 35% in 2011 to 77% in 2016. In addition, 51% of US adults’ own tablets.
Consumers are primarily using mobile devices for mobile applications (Apps) and mobile websites. The time they are spending there has increased significantly since 2013. To keep up with this trend, businesses must have a mobile presence. The question is, should you have a mobile application, a mobile website or both.
Mobile Website or Mobile Application
A mobile website is a website designed to work well on the smaller touch-screen displays of mobile devices. It can be accessed using any mobile device browser.
A mobile application is a type of application software designed to run on a mobile device. Device owners go to online outlets such as the Apple App Store or the Android Market to download and install the app that works with their mobile device operating system.
Since most businesses already have a website, it makes practical sense to make your site mobile-friendly and use it as a key component in your mobile strategy. There are several reasons to opt for a mobile website including:
A Superior User Experience
For a superior user experience, a mobile website must be intuitive, easy to read, easy to navigate and load quickly.
Responsive and adaptive design techniques have become the standard method for creating mobile friendly websites that can adjust dynamically to any sized device screen. Unfortunately, most small businesses (60%) are not mobile friendly. Mobile visitors to these sites may find the content more difficult to access, read, and interact with, creating a not so pleasant user experience.
Websites not optimized for mobile also have lower SEO rankings making it harder to find them on search engines. That is because in 2015 Google changed its search algorithm to give mobile-friendly sites higher SEO rankings. If you have a website and never updated it, Google has developed a tool you can use to determine if your site is mobile friendly. Just enter your URL and if your site is mobile optimized it will notify you.
Making your website mobile friendly improves the user experience and increases your search engine rankings.
Mobile optimization will make content easier to engage however, the content must be engaging. Because of the way that mobile devices are used and the inherent limitations of their smaller screen there needs to be a different approach for developing content for mobile websites.
Mobile devices, especially smartphones, are used on the go. Because they are on the go users want to do quick searches for specific information. Speed and ease of use are key requirements of mobile website content. Forty percent (40%) of consumers will abandon a website that takes longer than 3 seconds to load.
To make your mobile website more engaging:
Mobile websites must compete with social media apps that capture attention with dynamic, easy to engage content that users come back for. To mobilize your website for success, focus on creating a great user experience, deliver valuable content and make it easy for people to find you.
What are your thoughts on the role of websites in the mobile age? Are they still relevant, what other ways can they be improved? We look forward to reading your feedback and perspectives, via comments below, or lets connect on LinkedIn for further discussion.
gL Marketing Consultants specializes in video production, WordPress websites and digital marketing strategy development and implementation.
Trade shows are a great way to promote your business to a targeted and captive audience. They allow you to get in front of a lot of interested prospects at one time. Trade show participants are there with a purpose: to learn and seek out what’s new in their industries. With a little planning these events can be productive networking and revenue generators.
I have been at trade shows where companies set up their booth displays, spread out their trinkets and sit behind their display tables waiting for show attendees to stop by. This passive approach can lead to a tchotchke fest where attendees scoop up as much free stuff as they can with no intent of doing any business with you. If your trade show objective is to give out as many pens, key fobs, zip drives, coffee mugs or other promotional gift items, you can stop reading now. If you are looking for a return on your trade show investment, here are a few recommendations to make your next event a winner.
Develop a Strategy
Trade shows should be a key component in your overall marketing plan because they are an ideal way to showcase your brand and your company. Taking a strategic approach based on carefully selected shows with specific goals, objectives and a budget, allows you to implement a more streamlined and focused effort that puts you in front of the right people and yields a positive return on your investment.
Pick the Right Trade Show
Selecting the right show is the first step to achieving your goals. Across all industries, there are countless trade shows to participate in. The most popular are often the most expensive, so with a limited budget you are challenged to select the show that will give you the best bang for your buck. Use your brand as a filter to decide what show fits best with your business.
It is critical to understand the way that your customers make purchasing decisions, as it will also help you narrow the choices of shows to participate in. Look for shows that decision makers or those that may play a role in the final decision will be in attendance. Realistic goals for your investments in trade shows are to:
Build Your Brand
The people representing your company personalize your brand and are crucial in delivering a memorable and engaging experience. They must be courteous, friendly and knowledgeable. If you have more than one person staffing the booth, take time well before the show to train them on their pitch. Develop a script for them to follow and master to ensure that each of them provides consistent messaging to visitors. Make sure your show employees are “pitch” perfect before you put them in your booth.
It is preferable that your show employees dress in company logo wear, if not they should at least wear similar colors. After all, you want to present the visual of a cohesive team, not a disorganized group. A tricked out booth with all the bells and whistles can certainly draw visitors, however, you must rely on your staff to complete the experience. That interaction will have a major impact on your success.
Booth displays come in all shapes, sizes and configurations, from custom high end modular exhibits to simple table top and pop up displays. Deciding on what’s right for you depends on your show objectives, your brand strategy and your budget. Go for the largest investment your budget can handle, keeping in mind that the more you invest in the show the more you must get out of it as a return.
When selecting a booth location, register early and try to not to have direct competitors near your booth. Early registration may get you better choices for your locations. Select high traffic areas for the most exposure. High traffic areas tend to be near the show entrances and exits, food concessions and major show sponsors.
Promotional gift items (aka tchotchkes, aka trinkets) are an unavoidable necessity at trade shows. However, going for the cheapest items may not be the best thing. Your brand strategy should inform your decisions about promo gift items. Your giveaways should be consistent with your brand promise and image.
Select items that effectively communicate what you stand for. Tying your giveaways to your brand will make a stronger impression on your prospects. Go for the highest quality item that your budget will allow. The more unique the item the better it is for getting people to your booth.
In a previous business life, I worked at a home show where we gave away branded fluorescent colored yardsticks. It was both practical and unique and resulted in several hundred people promoting our brand. It became a mainstay and a signature giveaway for several years.
Expand and Broaden Your Audience
While you can set up your booth and hope for show traffic, there are things you can do before the show to ensure that you will have visitors. Bring your audience with you. It benefits you and the increased show traffic would be viewed favorably by the show/event provider.
Prior to the show/event, try to obtain the list of registered attendees. Some associations make this information available. If it is an annual event, use the list of attendees from previous years. Use that list and your list of customers and prospects to recruit attenders for the current year’s show. Consider mailing to your customer and prospect lists an offer to redeem an enclosed coupon for a “special gift” at the booth or an invitation to a hospitality suite as your special guest.
All company outgoing customer communications in the weeks leading up to the show should promote the fact that you will be there. Give your booth number and invite customers to visit you. You can track the effectiveness of this tactic by telling them to mention a promo code or attaching a coupon for them to bring. It is important to be able to measure the effects of all your trade show tactics.
If you want to establish, improve and maintain customer relationships, give some thought to the type of experience you want attenders to have when they interact with you. When participating in a show/event you want to make meaningful contacts, set up future appointments or if at all possible make a sale. Your actions at your booth can determine the visitor experience.
Adopt a “no sitting” policy for your show and event employees. Have them get out from behind the booth and engage with the show attenders by making the first contact and giving people a reason to stop and talk.
Trade shows sometimes include seminars and workshops as part of their daily programs. This is where a business can build their brand and establish itself as a thought leader. Take advantage of any opportunities to make a presentation, sit on a panel, or conduct a workshop. Provide branded reference materials that participants can take with them at the end. You should also videotape your presentations for use as content for your inbound marketing efforts.
Be sure to get a count of the number of attendees. Also, if the show does not do it, you should provide a short survey for attendees to fill out. The feedback can be used to improve the workshops and could help identify future topics. It’s also another way to record the number of people in attendance.
Within 48 hours, follow up with the contacts you made at the event while it is still fresh in their minds. This is a good way to build customer relationships that could lead to sales.
Take advantage of trade shows to find out what your competitors are doing. Mystery shop your competitors exhibits. Find out what they are offering, how their booth is set up, what giveaways they have, and how big of a presence they have. Listen to their pitch and see how it compares to yours. Which benefits do they highlight? How do they position themselves against their competitors? All of this information can be factored in to future marketing plans.
The Bottom Line
The high cost of participating in trade show requires a strategic and goal oriented approach in order to justify the expense. By picking the right shows, executing your strategy and measuring results, trade shows can provide a boost to your marketing effort. It’s not about how much free stuff you give away, but how much did you build your brand, expand and broaden your audience, and positively impact customer relationships. These are the metrics that matter when it comes to trade shows.[contact-form-7 404 "Not Found"]
Delivering a superior customer experience (CX) is an effective way for businesses to separate themselves from their competition. Customers respond in positive ways to companies that understand their needs and deliver a seamless and consistent experience. In markets where products and services are similar, companies that focus on the customer’s experience can have a sustainable competitive advantage over those that do not.
There are significant revenue gains to be realized by doing right by customers because people want to do business with companies that treat them well. Satisfied customers are more loyal, tend to buy more and are more likely to refer a business that excels in delivering a quality customer experience. A Customer Experience Impact (CEI) report found that 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations.
Despite the benefits of focusing on CX, many businesses continue to come up short meeting customer expectations about being treated well. In fact, there is a huge gap between businesses and customers when it comes to CX. According to Bain & Company, 80% of companies believe they provide a superior customer experience, yet only 8% of their customers believe it. Clearly there is an opportunity for businesses to distinguish themselves based on the experience they deliver to their customers rather than the products they sell.
Word of mouth is the way that most consumers get information about products, services and the companies that provide them. It is the most trusted way to get information. According to a Harris Poll, 82% of Americans seek recommendations from friends and family when considering a purchase and 67% are more likely to buy a product after friends or family have referred it. Providing a quality experience to a customer will likely result in positive word of mouth, which is more credible than any company’s paid advertising campaign. While an ad campaign runs over a defined time period, a company can delight its customers all the time.
The merging of digital technology and marketing has resulted in multiple interactive touch points for customers to communicate with businesses. Customers today expect and demand a seamless and consistent experience across all touch points, digital and non-digital. They want to be able to self-serve via mobile channels, but when things don’t work they want to deal with a human and basically pick up where they left off without repeating all of their information (name, address, account number, reason for the call etc.).
The way that customers buy has changed. The digital era enables customers to get tons of information about products and services when they are ready and able to buy. In many instances they can make purchases without ever visiting a store. Customers are also sharing their experiences (positive and negative) on social media.
Having an in depth understanding of customer attitudes, opinions, behaviors and expectations is critical to providing a superior experience. This data should be collected on a regular basis in a systematic way. However, there must also be a commitment to analyzing the data with the goal of developing actionable strategies and tactics to positively impact the customer experience. Customer surveys can serve as an effective early warning system for identifying service gaps. Avoid the mistake of collecting data just to find out how good you are rather than using it to identify problems, correct them and make continuous improvements to the customer experience. You can determine the effectiveness of your improvements by your customer feedback mechanisms.
Creating and fostering a customer focused culture is key for delivering a superior customer experience. It begins with owners and senior managers being committed to a customer focus. A prime example of this commitment is Jeff Bezos, CEO of Amazon, who is legendary for building a customer centric company and putting customers before profits. His leadership is a key reason Amazon has been at the top of the list of the 24/7 Wall St Customer Service Hall of Fame survey for seven years in a row. Businesses seeking to establish customer centricity as a core competency would be well served following Amazon’s primary core principle, Customer Obsession whereby,
It starts by having the right people. Customer facing employee must be:
These are the traits to look for when building a customer experience team.
Front line employees must be empowered to make decisions, on the customer’s behalf. However, you need to have employees that are comfortable with such autonomy. Employees who prefer the safety of bureaucratic policies and procedure are better suited for administrative positions that do not involve customer contact.
Dealing with customers can be a challenging job and it takes a person with the right temperament to do it well. Satisfied employees produce satisfied customers. To keep customer facing employees engaged they must be encouraged and recognized for the work that they do. You can celebrate and highlight employees that exemplify a customer focus, by building and telling stories of their customer encounters. These provide concrete examples for others to follow and contribute to building the culture.
The Bottom Line
Customers that receive a superior experience from a company have higher satisfaction levels and are more loyal. Over time they are worth more to a small business. Studies show that it is 6-7 times more expensive to get a new customer than it is to keep an existing one. And a recent study by Walker suggests that by 2020 customer experience will be more important than price.
More and more companies are finding that delivering a superior customer experience is a cost effective and sustainable way to stand out in today’s hyper competitive environment. By doing ordinary things in an extraordinary way businesses can distinguish themselves in ways that customers will remember and come back for more.
For many businesses, video is becoming an important component in their marketing plans. It is being used with direct mail, email, mass media, social media and other marketing tactics as part of an integrated strategy. Videos can enhance, reinforce and compliment your overall messaging. Here are five tips to consider for effective video marketing.
Having a detailed understanding of your audience will make it easier to create videos that serve the information needs and requirements of the personas you develop. The goal should be to produce videos that provide the right information at the right time to the right customer. Knowing your audience will make it easier to select the appropriate type, tone and format for your videos.
2. Define Video Content – With video content, one and done should not be an option. Helping customers solve problems, explaining your products or giving customers a forum to talk about you provide a wealth of topics that can be communicated with video.
If you are going to use testimonials you will need to make sure that you give consumers something positive to talk about. A focus on providing a superior experience at every touch point is critical if you follow this approach.
Finally, in terms of accessibility, make sure your video loads up quickly. Internet users are an impatient bunch; after 2 seconds they will leave a video that hasn’t loaded. All the more reason to keep your videos brief.
The keys to a successful video marketing campaign are knowing your audience, defining your content, emphasizing help over hype, keeping videos short and making them accessible. The data shows that the use of online video will continue to increase. Keep these customer driven keys in mind to maximize your video marketing.
If you’d like to add additional tips, think we’ve missed anything, or have insights you’d like to share, please contact us, or leave a comment, below.
At a Social Media Marketing (SMM) training session I conducted with a group of small business people I heard comments, concerns and assertions that revealed some common misconceptions and myths about SMM. In a previous post we attempted to dispel the “myth” that social media doesn’t cost anything. In this post we address the notion that if you have a website you really don’t need to do social media marketing.
For the most part, marketing is about capturing eyeballs and most eyeballs today are affixed to smartphones and tablets. According to a study by comScore, a majority of Americans (60%) access the Internet with mobile devices.
People are using their app driven mobile devices to go on social networks. To build awareness and generate sales, businesses need to go where their customers and prospects are.
Social networks are where millions are congregating, celebrating and collaborating. Its where people are having 24/7 conversations, sharing photos and videos about product, goods, and services. This is why social media marketing makes sense.
The way that people make purchases has changed. Consumers want to solve problems. They only care about your products or services to the extent that you can provide a cost effective solution to their problem. When consumers need a product or service, they go to the search engine of their choice – Google, You Tube, Bing, Yahoo etc.- and type in a search term or question regarding the problem they need solved or the question they need an answer for. It is highly likely that what they are looking for will be found on a social network. If your only digital presence is your website, you significantly reduce your chances for being found.
The Role of Your Website in A Social Media Marketing Strategy
As a small business you are challenged to generate the kind of web traffic that many social media platforms have. This is why it makes sense to use social media marketing to leverage their traffic to boost your own. So instead of having just one distribution point for your content, you can share your content on various social media platforms and significantly expand and extend your reach.
People don’t go on social media to be to be sold to, they go on social media to be informed, engaged and entertained. The content you share on social media should also inform, engage and entertain visitors. Social media is where you build trust and generate qualified leads and provide links back to your website. Your website is where you can present visitors with “hard sell” content. It’s your store and they come there to buy, so make it easy for them to do so. Your website is where you should close the sale or get visitors closer to converting.
Your website can and should be the hub of your digital marketing strategy. It’s a 24/7-touch point where your target audiences can engage with your company, at their convenience, for information, purchases and service. It’s where you want your social media marketing leads to go for more of the relevant content they looked for during their information-gathering phase. A website that is rich with a variety of relevant content that people are looking for becomes a destination site.
Most importantly, unlike social media networks, you own your website. You have complete control over the amount, type, quantity, quality and frequency of the content that appears on your site. There is no other medium that affords that amount of control.
Over a billion people are on social media. Its where people are spending a great deal of their free time. Small businesses that continue to discount social media as a playground for the youth market and choose not to use these channels may become isolated and separated from key target markets by a vast amount of information they cannot access.
Many businesses have no clue if their marketing is bringing in any new customers or generating enough sales to justify the expense. Most don’t have a way to measure the effects and generally have a hit-or-miss approach. There seems to be little rhyme or reason and no overall plan for marketing. So what should a small businessperson do?
Well, before you spend another dime on a brochure, flyer, billboard or newspaper ad you need to just stop and take a careful look at what’s going on in seven (7) key areas of your business:
1. Customers- who are you selling to? What are they really buying and why do they buy?
2. Products- What’s your value proposition or why in the world would anyone spend money on what you’re selling?
3. Pricing – What’s your pricing strategy? (Uh…yeah you should have a strategy for each of your targets and it shouldn’t be to make the most you can on everybody).
4. Place – How are your customer’s going to get your product? In the old days you needed to have a store to sell your wares. That cost a lot of money. Today, you could be selling to customers in Dubai and never leave Cleveland, or wherever you live, because of the Internet. Your distribution is part of your marketing (Betcha didn’t know that!!!!)
5. Promotion – This is what most people think marketing is all about. But if you don’t pay attention to the other Ps of marketing (there are 4), then you’ll end up with marketing that doesn’t do anything for your bottom line.
6. Competition – Think holistically when it comes to your competition. Don’t think about just the other folks selling the same things you do. Consider everything your customer could be doing with their money and come up with a darn good reason for them to give it to you (uh…that’s what your value proposition is all about, see how this all comes together?). Your value proposition is that compelling reason for a customer to select you and your product over all the other things they could do with their money, including the alternative of keeping it in their pocket and doing nothing. Sometimes customers doing nothing is your toughest competition.
7. Branding -What do people think of when they think of your product? That’s what your brand is all about. For example when I think of Volvo, safety comes to mind, Wal-Mart, low prices. Nordstrom, great service. These companies didn’t get this way by accident, but by consistently delivering on their brand promise over a long period of time. (Did you notice I didn’t say anything about advertising or logos or any of that stuff when talking brand?)
So all you have to do is get your arms around these seven areas. The best way to do this systematically is to create a marketing plan that addresses each of these areas and then be totally committed to working that plan and implementing it. You must be flexible because things are constantly changing in the marketplace and your plan should to.
Marketing is one of the most misunderstood disciplines in business. If not the most misunderstood, it is certainly one of the least valued. Many business owners and managers see marketing as a “luxury,” something to be done when things are going well and the organization is flush with cash. As a result, when things are tight marketing budgets are the first to be cut. This stems from managers and owners inability to see immediate returns for their marketing investments.
It is not unusual to hear small business people say that they don’t do any marketing; that they get most of their business through referrals. Despite these claims, they continue to pass out business cards and meet with people, make changes and enhancements to their products/services, make pricing decisions and seek ways to distribute their products and services more efficiently. Doing these things independently of one another without a coordinated plan is more of an issue than assigning the name “marketing” to these actions. In the final analysis, regardless of what it is called, businesses need a plan of action built around key tasks that enable them to create and keep customers so that their businesses will grow and prosper.
Most non-marketers see marketing as promotion, advertising, brochures, and flyers. Others see sales and marketing as one in the same. Both views focus on only one aspect of the marketing mix.
The primary purpose of gL Market Research and this blog is to provide our visitors with tools to identify, define and measure their marketing efforts. As a result, we will de-mystify the term marketing in a way that allows businesses to understand the practical applications of marketing. By helping managers understand that decisions about critical aspects of their business are essentially marketing decisions, we hope to create better understanding of this misunderstood discipline.
I recently conducted a Social Media Marketing (SMM) training session with a group of small business people. Their comments, concerns and assertions revealed some common misconceptions and myths about SMM. All were aware that many of their customers and prospects use social media and they had clear expectations for what they wanted to take away from the training. Some of their expectations included:
Social media is a relatively new phenomenon when compared to traditional marketing communications tactics. Facebook, Twitter, LinkedIn and YouTube are all less than 15 years old. Given the relative novelty of social media, I was not surprised by the level of skepticism, doubt and misunderstanding expressed by the students.
Myth One: Social Media Marketing Won’t Cost Me Anything
Time is money and it takes time to plan, research and develop a marketing strategy that incorporates social media. It can take a significant amount of time to produce relevant content that target audiences will want. It also takes time to implement, activate and monitor a social media marketing strategy. According to the 2015 Social Media Marketing Industry Report, 80 percent of marketers spend up to 20 hours per week on social media marketing.
Source: 2015 Social Media Marketing Industry Report
The amount of time spent is related to the size of the business and the length of time they have been using social media in their marketing. Experienced social media marketers in large firms spend more time than beginners in small firms.
Two thirds of small businesses choose the Do It Yourself (DIY) method of social media marketing. These companies are on the low end of the time spent chart above because they spend little if any time on strategy and focus solely on execution. The extent of their SMM is to set up a company page on social media and post status updates or announcements. SMM is viewed as less critical to the business than traditional media. While this approach to social media marketing is low cost/no cost, the truism “you get what you pay for” is at work.
A third of business owners choose to outsource social media marketing. Mack Collier, recognized by Forbes magazine as one of the Top Social Media Marketers in the world, has written about the costs of social media marketing. In 2012, he reached out to several of the leading social media consultants and identified industry average monthly costs for various social media marketing services.
Source: Mack Collier.com
He noted several changes that have occurred in the social media consulting industry over the last few years. Since 2010, businesses, in general, have increasingly accepting the permanency of social media. It is no longer seen as a fad, but rather as a necessary component of an overall marketing strategy. In my view, medium and large business are at this point already, small businesses and non-profits are getting there.
The growing acceptance of social media as a necessity resulted in mid-sized and larger companies building their in-house social media capabilities. For Social Media Consultants this means a shift away from day to day social media tasks (e.g., account set ups, content creation, customer interaction etc.) and toward higher value services (e.g., strategy, training, consulting etc.). This shift is reflected in a change in prices. In general, since 2010 outsourced prices for day to day execution has gone down while higher value services have increased in price.
Clearly, social media marketing will cost you, whether you DIY or outsource it. However, these costs can be managed. For DIYers, implementing social media marketing can take significant amounts of time out of their day, so a degree of discipline is required. For small businesses, time management is key. Creating a strategy and plan for social media marketing will enable you to be more efficient with your time. One of the biggest mistakes small businesses make is not having a plan that enables them to schedule and prioritize their efforts.
Another way to manage the time spent on SMM is to start small. There are over 200 social media platforms and the number continues to grow. A small business marketer should attempt to master no more than two platforms, at least in the initial phase. Mastering a social media platform involves more than just posting content. It requires taking the time to understand the unique characteristics of each platform. This includes the site demographics, the tone and context of the interactions.
The goal of SMM should be to get involved in the conversations taking place on social media platforms and become a valuable contributor to those conversations. This means resisting the temptation to sell and focus on being social by developing and cultivating relationships over the long term. You can become more comfortable with this approach if it is aligned and complimentary to your traditional outbound marketing which is squarely focused on sales.
Finally, even though outsourcing SMM is cost prohibitive for many small businesses and non-profits, there are cost effective alternatives. There are a number of smaller SMM agencies that specialize in the small/medium sized business and non-profit market. Local Chambers of Commerce and community colleges may offer SMM training sessions and classes. There are several blogs that provide great information for small businesses that are new to social media. Check out:
In our next post we will discuss another small business misconception about Social Media Marketing: “I have a website, I don’t need Social Media Marketing”