Archive for the ‘Advertising’ Category


Social Media and Customer Service On-Line

Posted October 27th, 2009 by Lisa Chirgwin in Advertising, Online Marketing, Social Media Marketing

Yesterday I wanted to speak to Vodafone about upgrading my contract.  I personally didn’t have the time to go through the automated phone service before eventually being put on hold which seems to be the normal course when phoning them.  I thought the quickest way was to send an e-mail asking my question, but this also seemed to have issues.  Their website was having problems and kept crashing on the Contact Us page.  So I thought I would try contacting them through Social Media.  I found the official Twitter page, sent my message and within 30 minutes they had sent me a personal e-mail answering my question and my new phone arrives tomorrow!

Your online brand is extremely important to monitor and manage. Having negative listings in the results of a search engine could be enough to have prospects steer away, leave your existing customers in a state of panic, and damage your brand.

The Effects of Bad Customer Service On-Line

Let’s take a look at United Airlines, angry passenger created a music video about his guitar being broken during a trip using the airline.  Dave Carroll, a Canadian Musician spent almost 12 months trying to get compensation from United Airlines but when he received no response he decided to write a song about how they broke his guitar.  The video was uploaded onto YouTube wand has now had almost 6 million views to date.

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Not only did this video go viral in nature, but even doing a search in Google for United Airlines showed the video on page one of the search engine. So with 5,791,610 views, 36,456 ratings, 27,567 users adding this video to their favourites, and 2,240,000 monthly searches in Google for the term United Airlines, this simple 4-minute, 36-second video clip reputedly cost United Airlines millions.

An Example of Good Service

Dell is another good example, they now use Twitter not only to let people know about deals but also to interact with customers.  Recently a customer used Twitter to complain about the difficulties of getting through to the company by phone, Dell responded to the customer immediately and resolved the query allowing the customer to leave positive comment on-line.

Summary

Social Media is not really something you can set up and forget.  You need to monitor, listen and participate.   The challenge is finding the time to respond to threads and tweets.  Knowing where to start is half the challenge, LinkedIn, MySpace, YouTube, Twitter and Facebook?  The list goes on and on and it is important to understand that different social networks attract different types of people.

Social Media is now being adopted by more and more companies as part of their customer relations and is set to continue to grow in 2010.  The use of Social Media is changing the way companies manage and monitor their brands, with positive and proactive communications companies are able to protect their brands.

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The Magic of Viral Marketing

Posted November 10th, 2008 by WSI Yorkshire in Advertising, Online Marketing

Drastically reducing your marketing budget during a recession is not necessarily the best strategy, although exploring more cost-effective ways to spread your message is worthwhile. The internet provides many marketing opportunities – some of which cost very little to implement, such as viral marketing.

Viral marketing relies on individuals to pass along your message for you. Once a viral campaign takes hold, the word can spread quickly – and at very little cost to the message beneficiary. How can you get viral marketing working for you?<!–more–>

When Marketing Goes Viral
Although the benefits of a successful viral marketing campaign are self-evident, the possible drawbacks should also be considered. Perhaps the greatest potential pitfall is the inability to control how the message is shared once the viral activity begins.

When preparing a viral campaign, consider how the message may be perceived, taking care not to compromise the brand. That said, you may be of the view that no publicity is bad publicity.

It’s All About the Idea
The main cost involved in sending a marketing message virally is in the creativity to originate the initial ideas. Ask yourself:

  1. What motivates your customers? What do they like to talk about? What are they passionate about?
  2. What will make your campaign original?
  3. What makes it worth passing along?

The following viral marketing campaign ideas might help get your creative juices flowing:

  • Be funny
  • Be thought-provoking, even provocative
  • Provide a resource
  • Offer a freebie
  • Get behind a good cause

Each type of campaign has its pros and cons, so take time to think through your ideas and try to anticipate how to best prepare for the resulting activity.

Getting Started
Once you have a plan in place, the next step is to start spreading the word. Ideally, this should happen naturally as a result of an original, attractive message and subsequently publishing it to the right people in the right places.

As you may have experienced yourself, online video is a superb medium for viral marketing. Other successful methods might include:

  • An email newsletter broadcast – emails are very easily passed on
  • The use of Search Engine research to identify the best places to publish your viral message
  • Appropriate blogs on which to participate
  • The publication of your message (not spamming) on various Web 2.0 social networking websites
  • SMS text messaging

The aim should be to have a catchy title so you can gain the attention of your target audience and then make it easy to share by adding a ‘forward to a friend’ capability, for instance. Utilising existing relationships with related businesses is another good way to get the ball rolling.

Viral marketing can be challenging to get off the ground. However, once the ball starts rolling, the resulting customer activity is well worth the effort. If you would like help preparing a viral marketing campaign, please call us on 01484 690430.

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Taking PPC Marketing to a Higher Level

Posted October 29th, 2008 by WSI Yorkshire in Advertising, Analytics, Bing, Google, Google Adwords, Online Marketing, Yahoo

Managed correctly, Pay Per Click (PPC) campaigns are an extremely effective way for small businesses to market their business online. PPC advertising is an attractive marketing medium, as a charge is only applied when your ad is clicked on and visitors are directed to your website.

Unlike most standard forms of advertising, PPC search-engine marketing enables you to target potential customers who are looking specifically for your service. If done right, a PPC campaign can pay for itself many times over.<!–more–>

Sharpening the PPC Saw
Pay Per Click is now a fundamental part of the online marketing mix of many SMEs. This doesn’t mean the paid search arena is saturated, or that many of these companies achieve a maximum return on their investment.

The PPC market place is huge, and provides ample opportunity for advertisers of all sizes; and just because your top key terms are beyond your budget doesn’t mean you cannot have a successful, cost- effective PPC campaign. Here are four tips for taking your paid search marketing activities to the next level.

1. Plan Your Campaign
The straightforward tools for setting up a paid search advertising campaign make it easy to get started. But taking your time with a more planned approach will allow you to apply tools that will optimise the effectiveness of your campaigns.

A well-prepared campaign will include the following elements:

  • Keyword research
  • Organising the selected keywords into ad groups
  • Preparing creative, targeted ad copy
  • Tailored landing pages that relate to your ads
  • Tracking
  • Analysis

While you can be up and running with your ad campaign in minutes, you will achieve the best return on your investment by working through these important managed steps.

2. Pre-qualify Your Visitors
One of PPC marketing’s strengths is the ability to pre-qualify those who click on your ads: Craft a well-worded ad to include your keywords and some details about your product. Done well, this will deter the ‘tyre kickers’ and encourage those who are ready to buy.

You may also consider offering a free download, White Paper, email course or webinar as an incentive for clicking on your ad. This will capture contact data from a high percentage of those clicking on your ads.

3. Boosting Your Budget
Bidding to have your ad positioned at the top of the search results is not always the best strategy. More traffic often comes from the second, third or even fourth position, which will save you a significant amount of money.

You can also make your budget go a little further by setting up conversion tracking. This not only allows you to identify what keywords are working best for you, but also demonstrates to the search engine that your content is relevant. This can result in your ads benefiting from better positioning without increasing your bid amount.

4. Don’t Suffer from Analysis Paralysis
Web advertising provides excellent visitor activity tracking, allowing you to achieve a greater return on your PPC advertising investment by identifying what is working and what needs tweaking.

Be careful, though, the wealth of website data can be overwhelming, especially if you are not well versed in the technology, tools and terminology of PPC marketing. The key is being able to hone in on the important stats, and then understand how to interpret them.

If you would like more help implementing successful PPC marketing campaigns, please call us on 01484 690430.

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