by tradesmeninsights | Dec 20, 2011 | Marketing Tips, Marketing Trends, Social Marketing, Twitter
I can’t believe that many marketers still ignore customers who are dissatisfied. Especially since most of the complaints make their way to social sites.
Ignoring them won’t make the problem go away, and if the non-responsiveness continues, you may get a tweet with #FAIL attached to it and you’ll be part of an elite group (where you don’t want to be in) who have failed their customers. This is more of a problem for B-to-C companies than B-to-B, but none the less, you still shouldn’t ignore people. Fear and lack of resources are cited as the two most reasons why companies don’t respond. You probably should rethink your priorities.
According to a recent survey done by eMarketer.com, only 34% used social media to respond.
Another study by Maritz and Evolve24 showed that only 29% of the tweet gripes were responded to. As Jay Baer says, these channels are the social telephone. You’re missing the boat for several reasons. One is that 83% of those who complain online want to be answered there. Secondly, those who complain on Twitter are already disproportionately upset and ignoring them will only add gas to the fire.
People complain on Twitter because they have already went through traditional means with no resolution. I can attest to this as I’m still fighting with Travelers Insurance on a hail claim on my roof. After getting nowhere with the local adjusters, I was venting on Twitter about it and lo and behold, I got a Tweet back asking me to call an advocacy number. While it didn’t solve my problem (they sent my complaint back to the local adjuster and now I’m one of his favorite people), at least I thought they tried to defuse the situation.
Research has shown that social media users want to be responded to even if a company wants to take the conversation offline. At least they acknowledged you.
So what are you doing to handle complaints on social media?
by tradesmeninsights | Dec 7, 2011 | Marketing Trends, Social Marketing
The Content Marketing Institute and MarketingProfs second annual research report is out and as usual, both CMI and MarketingProfs have a great handle on what’s happening in the B-to-B space. It’s worth the read.
Highlights include:
- Content marketing remains a top priority for marketers in 2012.
- Article posting and social media (excluding blogs) are the most popular tactics.
- Blogs, white papers and videos are seeing an increased adoption.
- Content marketing spending is increasing as well as outsourcing.
You can download the report here.
by tradesmeninsights | Nov 17, 2011 | Marketing Trends, Social Marketing
I can’t believe it’s budget time already. Now that you’ve put your foot in the water on social (hopefully), what are you going to do in 2012?
According to a recent report in eMarketer.com, companies are looking to invest more in social in 2012. According to a study completed this summer by Booz&Co and Buddy Media, social media will become a higher percentage of their total digital spend in the next three years.
Although social media made up less than 5% of their spend currently, they expect that number to double that the next 3 years. Where are they anticipating spending the increase? People, outside resources and creating content. What’s even more exciting is that they plan on integrating it into the marketing plans overall.
All this is good news. Evidently someone must be seeing some value in integrating social media.
The question is, what are your plans for 2012? Do they include social media as a line item in your marketing budget?
by tradesmeninsights | Nov 16, 2011 | Marketing Trends, Traditional Marketing
Today’s digital environment is rapidly evolving driven by the increase of devices people use to consume content. This holds true for the professional tradesman as well (remember they are consumers too).
With smartphones, tablets and other connected devices, consumers have become digital omnivores according to a new study out by comScore. Their new white paper, Digital Omnivores: How Tablets, Smartphones and Connected Devices are Changing U.S. Digital Media Consumption. Findings include:
- Consumption away from desktops and laptops is really growing.
- Smartphones are the catalyst to mobile media consumption.
- Tablet traffic is becoming notable and rising quickly.
Download a copy of the white paper.
by tradesmeninsights | Nov 8, 2011 | Marketing Trends, Traditional Marketing
I recently caught up with Lindsay Konzak, editor of Modern Distribution Management (MDM) newsletter. We talked about how things are changing, especially since the downturn in the economy.
She shared with us “Four Trends in Distribution” from the MDM’s 2011 Distributor Landscape Report and what it has meant for the supplier-distributor relationship.
Click here and enjoy.
by tradesmeninsights | Nov 3, 2011 | Marketing Trends, Social Marketing, Traditional Marketing
“The Road to Hell is paved with good intentions.”
I don’t know who said it but it’s a timeless truth. With the soft economy over the past few years and downsizing of staffs, the overall business climate has changed. Marketing departments are being asked to do more with less. In the B2B field where we operate, social media wasn’t even on the radar screen a few years ago, but now it’s at the forefront. While social media doesn’t have much outside costs, it does take its toll on inside time and talent.
A recent study by Marketing Sherpa, the 2012 B2B marketing benchmark report, brought up some disturbing facts. The biggest was that 62% of marketers biggest challenge was lack of resources!
How are marketing departments supposed to be putting out class A stuff when there isn’t enough time in the day? Companies need to recognize that a good sales plan starts with a good marketing plan. Find help for your department whether it’s freelance or competent agencies that know your market. As business gets better, if you don’t speak out, they will try to put even more things on your plate.
Those are my thoughts; any comments?
