Is your business customer centric?
That’s just a buzzwordy way of asking: do you care about providing amazing customer service?
This infographic from Vision Critical should convince you of the benefits–and provide some tips to help you get there.
It seemed like a good idea. Facebook already reminds you when a friend is having a birthday, so why not give users the ability to send a gift with a click! It’s so intuitive, I almost did it when I saw the birthday reminder in my sidebar. (Happy Birthday, Chrissy!) Almost – but I didn’t because I started thinking about the process. How would I pay for it. How would she get the code? What if she doesn’t log-on to Facebook? Why don’t I just buy an Amazon gift certificate from Amazon and send it via email?
The Facebook route is actually easier but it feels less secure. I know, I just went on a rant about how online is more secure than offline but it’s all about perception.
Looks like I’m not alone in my reluctance because Facebook is shutting down the Gifts program in a few weeks.
The service seemed to be doomed from the start. Back in 2012, you could use the service to send physical gifts to people. That never felt like a good fit and not long after it began, that part of the service was eliminated. The second incarnation was all about the gift card – a much more natural fit. I’m online, talking to my online friends and I send them a virtual gift they can use to buy things online.
More intuitive but still not a slam dunk – obviously, since Facebook is shutting down this version as well.
These days, Facebook is spending more time on the business side trying to get brands to implement buy buttons on ads and Pages. They’re determined to make F-commerce a real thing but the public is resistant and no one can tell you why. People say it’s about data security or privacy. We’re worried that our purchases will show up in the newsfeed for all to see.
Susan just bought ultra low-rise cheekies from Victoria’s Secret!
And can you imagine the mess at Christmas time if all of your F-commerce gift purchases showed up in your feed!
Facebook assures us over and over that we’re in control of what will show up and what won’t – but does anyone actually believe that its true? Would you take a chance and buy a potentially embarrassing item using your Facebook log-in?
Setting all of that aside, Facebook can’t get past one simple problem – we don’t think of the social network as a place to shop. It’s for fun and chat and games. It’s for promos and news and discovery but Facebook isn’t Amazon and that’s a problem I doubt they can solve.
Although Twitter’s losses increased in Q2 as well, the platform’s share price rocketed up more than 20 percent as investors were soothed by its growth.
Even if you don’t have school-age children, you can’t help but get caught up in this time of year! Pencils. Notebooks. 3-Ring binders and paste. Wait. . . do kids still use paste in school? That thick stuff that looks like sticky marshmallow fluff? (Extra points if you remember that brown liquid glue that came with the chisel tip, rubber top.)
I know I’m always singing the “Times Have Changed” blues, but it’s true. Even back-to-school shopping isn’t what it used to be and I have Deloitte to back me up on that.
Alison Paul, vice chairman, Deloitte LLP and Retail & Distribution practice leader says;
“. . .pencils and notebooks are becoming more discretionary as many students rely on digital screens to complete homework assignments; additionally, 24/7 online convenience allows parents – and students – to shop any time, not just during the traditional mid- to late-summer back-to-school period. Consumers are more precise about what they buy, and may no longer feel the need to stock up as they did in the days before the Internet.”
Deloitte predicts a decrease in the average family spend; $ 543 for school-aged children vs $ 672 in 2013. $ 1,223 for college-aged students this year vs $ 1,360 in 2013.
Fascinating. I never thought about the impact tablets would have on paper and pencil sales. I’m sure it’s going to destroy the text book market one day but basic school supplies? I shouldn’t be surprised. Before the computer, I’d go through a dozen notebooks a month, a pack of pens and reams of typewriter paper. Now, I can’t remember the last time I bought a notebook or a pack of pens.
But there’s something wrong here. I’m not very good at math but when I add up the cost of paper and pens for a year vs the cost of a tablet, tablet insurance and apps – parents have to be spending more to send their kids back-to-school. I suppose the main difference is that the tablet isn’t consumable and doesn’t have to be replaced every year. . . but every thee years maybe? Or will a first grader keep his school tablet all the way through elementary school and into high school? Unlikely.
According to the Deloitte survey, online sites are now the second most popular shopping destination for back-to-school. They tied with office supply / technology store kicking discount stores out of the second place spot.
Those who aren’t buying online still use it for research (57%) and more people expressed an interest in a “buy online and pick up in store” option. I’ve tried that option several times and usually it’s more trouble than it’s worth. Companies who do this need a better way to retrieve the product when the customer arrives to do the pick-up. (My two cents.)
This one cracks me up. 65% of shoppers said they were concerned about the security of their personal data when shopping on line. Only 51% said they were concerned about security when shopping in a physical store.
But where do most of the breaches happen? In stores! Target, Neiman Marcus, Michaels – handing your card over to a waiter at a restaurant – typing in your ATM pin at a gas station mini-mart. And people are worried about online?
Only 1 in 5 parents with children in K-12 plan to use social media networks to plan for back-to-school. At the college level, it’s a different story. 44% said they’ll use social media channels to scope out their options. Fewer said they were looking for deals which is good news for retailers who can’t afford to cut prices anymore than they already have. So what are they looking for? Reviews and comments from other buyers.
Here’s a fun fact: as of this year, more college students own smartphones than desktop or laptop computers. Tablet ownership is way up – 32% vs 18% in 2013.
The takeaway: back-to-school ain’t what it used to be. So instead of filling your shelves with pencils and notebooks, you might be better off selling tablet cases, screen protectors and homework apps for kids.
The happiest place on earth is a zoo. Actually, it’s a theme park. Disneyland, right? It has mice and ducks and all kinds of animals running around, but they’re uncaged. I call it a zoo because it’s crowded.
The crowds don’t keep you away though, do they? In fact, they have the opposite effect.
Same goes for a restaurant. You peer into an empty one and quickly conclude the food must suck. The one next door has a waiting list and gads of people out front anxiously waiting to be summoned by their little buzzer. Must be the tastier of the two.
Psychologists, sociologists and new media marketingologists call this powerful dynamic “social proof.” Most of us less scientific sheeps don’t call it anything. We simply choose to follow the crowd.
RCA Victor released the hits collection “50,000,000 Elvis Fans Can’t Be Wrong” in 1959. The record went platinum. Though 50-million record buyers had previously demonstrated their love for the king, the record company knew millions more had yet to do the Elvis dance.
The title they gave the album is classic social proof. How could you go wrong investing in Elvis’ brand of rock and roll when 50-million had already done so?
“Think of it as building the foundation for massively scalable word-of-mouth.”
Those are the words of venture capitalist and blogger Aileen Lee, as she explains how generating and sharing social proof through social networks can multiply the discovery of your brand and add to its influence. Then, in “Social Proof is the New Marketing,” Lee goes on to explain five forms of social proof weighing in big the web.
The power of testimonials lies in their objectivity. That is, someone outside of the brand does the talking, so in theory, the credibility is higher.
My family had a great time whitewater rafting this past weekend and as we were saying goodbye to our guides they asked us to share our thoughts on Yelp. Though I read Yelp pages now and then, I’ve never contributed, but I felt strong enough to create an account and give Mariah Rafting a testimonial. It’s the real deal. You can even send me a message from Yelp if you want know more about my experience.
If your company collects testimonials, sprinkle them throughout your website on the pages you know will be seen often. I like to include testimonials on the pages of my website where I offer eBook downloads and subscriber-only access to webinars. A plug from someone who says they learned valuable lessons from my content can help persuade a visitor who’s not sure whether or not to complete the form.
Bonus points: for even greater credibility, include real attributions and photos, when possible. Double bonus points for video testimonials.
Customer reviews can be immensely powerful. When’s the last time you made a meaningful purchase on Amazon or any e-tailer without glancing at the reviews?
While ratings and reviews often go hand-in-hand with testimonials, it’s the scoring systems I’m endorsing here—usually a 5-star system—as a source of social proof.
Product and service reviews become particularly powerful when the opinions of larger populations are accounted for. Sephora, an online seller of beauty products, collects and displays product scores such as the one above where 661 customers have spoke up.
“The more relevant and influential the endorser, the more powerful the social proof,” wrote Andy Crestodina in “The Psychology of Social Proof & How to Build Trust in Your Business,” on the Unbounce blog.
Andy continues, “If your business has ever received a compliment from a well-known person who is respected by your audience, go find it, and add it to your home page.”
Influencer endorsements are seen on the covers, jackets and opening pages of nearly every book. Newly published author Chris Ducker features an endorsement from best-selling author Jay Baer on the website for his book “Virtual Freedom.”
This form of social proof goes by different names: badges, seals, certifications, etc. Call them what you will, but you’ll recognize the popular approach to establishing credibility, which is usually as simple as displaying meaningful icons.
In the footer of the BodyBuilding.com website, the company displays a variety of badges demonstrating media recognition, BBB accreditation, an excellence award and website security. These are just a few of the types of badges you can display to boost credibility with potential new customers.
The “as seen in” media showcase is a classic example of social proof. Manufacturers often cite and/or show the news media that has featured, reviewed or mentioned their products. Emerging entertainers do the same.
Writers, photographers and all types of artists look for opportunities to show you the coverage they’ve earned from the media. As a blogger, I feature the logos of many of the popular online brands that have published my articles.
GeoPalz worked hard to get “ibitz,” their wireless pedometers for kids and families, featured in a long list of reputable publications, so they proudly display logos of publishers you’re bound to recognize.
Again, people feel comfortable joining the crowd. When you can make a numbers play, I recommend putting social proof to work when asking for a subscription via some form of opt-in, including your email list.
Your call to action might mention joining is free and easy. And you could up your persuasiveness by mentioning the benefits of subscribing. But if you have a sizable list, don’t miss the opportunity to tell people about it.
Social Media Examiner doesn’t hesitate to tell you about their gigantic mailing list. Seems like a good idea to read what more than 255K of your peers are reading, right?
Andy Crestodina (Orbit Media) told me (and a roomful of others) how the “join X others” has increased his company’s subscriber conversion rate by 1400%. (Now there’s serious proof of the value of social proof.)
All kinds of website widgets or plugins will enable you to play the numbers game with your social network connections. Here’s an example of HubSpot employing this simple strategy.
Many widgets showcase even more, such as your media likes, follows, and so forth.
The Facebook social plugin used on the Moz blog showcases the “like” count as well as profile pictures of people in my Facebook network (which makes it more compelling to “like along”).
37,739… That’s a lot of pluses. This feature in the sidebar of the Plus Your Business! website makes a compelling case for joining the Google+ community offered here.
Other plugins are often used to display recent posts and updates on the leading social networks, which serve to show the community is active and useful.
Deciding whether or not to turn on the counters in your social share plugin can sometimes be a tough call. A series of 0’s and 1’s are likely to suggest the blog post or page is not share-worthy. However, I’ve found even single digit numbers tend to get the ball rolling and encourages sharing activity.
Of course, well-established bloggers won’t hesitate to turn on the counters and enjoy the social proof that comes with big share numbers. This sample share bar comes from LinkedIn’s Pulse blog, which also provides counts for views, likes and comments.
However crude it may be, “logo porn” has become the nickname given to the popular website tactic of displaying client logos. The strategy, of course, establishes credibility for the company, allowing the host to show it has big, relevant, exciting, or lots of clients.
Many different styles are used to showcase clients for social proof including grids, lists, sliders, and so forth. This four-pack of financial companies is just the first slide from the financial page of Salesforce.com. A nice touch here: when you click on any company, the interactive slider then displays a testimonial from one of the company’s leaders.
Various types of test results or data collected by an independent source can be powerful social proof for delivering the comfort buyers seek. A great example, shown below, is the “Trusted Store” card from Google. The certification is based on numerous data points, which provide reference points for comparing the criteria shoppers want to know in advance of making a purchase.
In the book, “Influence,” Robert Cialdini describes social proof as “the tendency to see an action as more appropriate when others are doing it.” Cialdini claims social proof is more powerful when we’re uncertain what to do.
You can be certain uncertainty is forever prevalent in the mind of your prospects. They’ll question what to read, watch, listen to, wear, eat, try and buy. Who can they trust?
If you want to elevate your sway, develop strategies to put social proof to work in your online communications.
About the Author: Barry Feldman operates Feldman Creative and provides clients content marketing strategies that rock and creative that rolls. Barry has recently been named a Top 40 Digital Strategist by Online Marketing Institute and one of 25 Social Media Marketing Experts You Need to Know by LinkedIn. Visit Feldman Creative and his blog, The Point.
A new report from Sprinklr finds that simply developing social media platforms isn’t enough for brands — conversing with customers is to the key to avoiding alienating them.
Knowing how savvy you are, I know you won’t just take my word for it, but these folks agree, it really is a valuable guide to managing your reputation online:
— Lee Odden (@leeodden) March 13, 2014
— Roger Dooley (@rogerdooley) April 15, 2014
— Jenny Halasz (@jennyhalasz) April 9, 2014
— Martin Brossman (@martinbrossman) June 12, 2014
— Marko Kari (@M_Kari) April 25, 2014
— Leslie Gaines-Ross (@ReputationRx) March 2, 2014
Even if you already have the paperback, the Kindle version means you’ll always have my advice on your smartphone.