Dr Search lectures at University of Gloucestershire
Dr Search commented- “It’s amazing the lack of online marketing knowledge of really intelligent people.”
These are the findings of a survey among 80 UK senior marketers undertaken by researchers Opinion Matters on behalf of the Internet Advertising Bureau’s (IAB) Social Media Council (SCM).
The study found that social media played a key role in the marketing campaigns of a mere 22% of companies, although a further 20% indicated that it currently played some role in most of their activities. Another 23.5% said that they tended to use such services on an ad hoc basis, while 27% of respondents had undertaken trials.
Although about a third planned to allocate between six and 20% of their digital marketing budgets to social media over the year compared with only 14% last year, 7% said that they had not touched such technology at all.
The main challenge in the social media context, according to almost three quarters of respondents, was in proving that it could generate a ROI. Another 64% said that measuring value was a problem, while 57% felt that they needed more education on how best to use such offerings.
It would differ from organisation to organisation as to whether they should set up a new dedicated team or re-skill staff but keep them in individual departments. But it was important to clarify current strengths wherever they were located and map them to requirements, not least in order to establish skills gaps so that expertise could be hired in from outside, he added.
Among those organisations currently using social media, meanwhile, the most popular application was as a tool to help boost brand awareness (77%). Three quarters had used such services to drive engagement or for advocacy purposes, while 60% had employed them to undertake market research. About half had also used the technology to try and increase product sales.
Twitter and social media monitoring tools were the most popular offerings, however, with just over half of brands citing them as very important. Other appealing services included Facebook (47%) and own branded communities (39%), but 27% of respondents were unaware of what such terms as crowd sourcing actually meant.
http://blogger-ftp.blogspot.com/
The full text of the announcement at Blogger Buzz follows:
Last May, we discussed a number of challenges facing Blogger users who relied on FTP to publish their blogs. FTP remains a significant drain on our ability to improve Blogger: only .5% of active blogs are published via FTP — yet the percentage of our engineering resources devoted to supporting FTP vastly exceeds that. On top of this, critical infrastructure that our FTP support relies on at Google will soon become unavailable, which would require that we completely rewrite the code that handles our FTP processing.
Three years ago we launched Custom Domains to give users the simplicity of Blogger, the scalability of Google hosting, and the flexibility of hosting your blog at your own URL. Last year’s post discussed the advantages of custom domains over FTP and addressed a number of reasons users have continued to use FTP publishing.
For that reason, we are announcing today that we will no longer support FTP publishing in Blogger after March 26, 2010. We realize that this will not necessarily be welcome news for some users, and we are committed to making the transition as seamless as possible. To that end:
* We are building a migration tool that will walk users through a migration from their current URL to a Blogger-managed URL (either a Custom Domain or a Blogspot URL) that will be available to all users the week of February 22. This tool will handle redirecting traffic from the old URL to the new URL, and will handle the vast majority of situations.
* We will be providing a dedicated blog and help documentation
* Blogger team members will also be available to answer questions on the forum, comments on the blog, and in a few scheduled conference calls once the tool is released.
We have a number of big releases planned in 2010. While we recognize that this decision will frustrate some users, we look forward to showing you the many great things on the way. Thanks for using Blogger.
Regards,
Rick Klau
Blogger Product Manager
Google
1600 Amphitheatre Parkway
Mountain View, CA 94043
UK consumers spent £38bn online in 2009, or an average of £1,102 per shopper, according to the Centre for Retail Research (CRR).
Online sales now account for almost 10% of total retail sales in the UK, the centre calculates.
It added that internet shopping would continue to grow sharply this year. The centre foresees total online sales hitting £42.7bn in 2010.
UK online shoppers are growing in confidence, with the proportion of them prepared to spend more than £1,000 or more on a single transaction rising from 12% in 2008 to 25% in 2009.
The recession, from which the UK has only recently emerged, helped to explain the increase in online shopping, he argued.
Germans were the next most prolific spenders online last year with a total spend of £29.7bn, while the French spent £22bn, the research indicates.
Website analysis can generate improved performance, but your focus should be on measuring and analysing perception against expectation in three key linked areas.
It is clear that people make emotional decisions in the main. They may think that they are making rational ones, or even post rationalise them. I would argue that an emotional decision is the sum of a number of rational trade offs. One example is whether we choose the highest interest rate for our savings or the lowest premium for our insurance.
It seems to me that a similar approach is likely to be most helpful in developing analysis of customer experience. Customer experience is also very much about perception. In essence it is a measure of external perceptions against external expectations, not internal measured results against internal standards.
It is not terribly helpful to know that we answered the phone in 8 seconds against a standard of 10. The customer might have expected 10, but perceived to be waiting for 12. Why? Largely because of prior, perhaps negative, experience of the brand, but more likely because the call was unsatisfactory when the connection was made – i.e. the customer did not get what he or she wanted.
The key question then in using analytics to help improve customer experience is to ensure that we analyse the things that matter to customers. Customers will be much influenced by the recency and frequency of their interaction with the brand and these are key members for us. But the focus is on the emotional response to those interactions.
Hence, we argue that the key numbers for analysis are three:
* How did you feel about your interaction with us today?
* How do you feel about us as an organisation?
* Would you recommend us to your family, friends and colleagues?
This is crucial. It is the day to day measurement of perception against expectation, and enables daily tracking of customer experience. Analysis should track both the customer’s previous answers and, in a person to person interaction, the performance of the agent. This data should then be viewed in the context of the operational performance on the day; were systems fully functional, was there a particular call flow issue?
This is a wider concept. How people feel about the organisation as a whole, takes into account not only day to day interactions but the total set of experiences and perceptions of the organisation and its brand. The customer will be influenced not only by his or her experiences but also by the experiences of others. This is because brand associations are a reflection of the individual’s personality. People wish to be seen to have made good choices in the eyes of others.
Whilst customer satisfaction tracking surveys will provide meaningful numbers for analysis, it is likely that qualitative research will be required to better understand customer attitudes and motivations.
We know that customer satisfaction and loyalty are closely linked and that they are correlated through the Net Promoter Score to business performance.
In a separate article we shall analyse in more depth the true relationship between loyalty and business performance across various business and activities. Satisfaction is clearly linked to both longevity and frequency, value, volume of cross sales and repeat purchase. We shall explain the mechanics.
Key to understanding the benefits of customer experience is measuring and analysing recommendation. We know that people only recommend if they are highly satisfied; satisfaction in its own right is not a motivator.
There are two aspects of recommendation which require analysis. Firstly, the characteristics and motivation of the recommendee. In sum, people recommend for altruistic reasons and also to build esteem in their social group. They like to be seen as early adopters. We also want of course to look at the value of our recommendee; there may be a correlation between their value to the organisation and the recommender.
Secondly, we want to understand the value of recommendation to us both in terms to reduce marketing costs and increased customer flows, including the performance of recommended customers compared to those joining by other means.
However, the real value arises from considering the perceptions of customers against their expectations on day to day and long-term horizons, in conjunction with their behaviour vis a vis recommendation.
Let’s take a look at a typical small business website. While this may not be the case for every business, most sites often have the following pages in common:
* Homepage
* Services/Products Page
* Testimonials Page
* About Us Page
* Contact Us Page
Using the pages above, here’s an example of how to maximize the SEO impact of your URLs.
Homepage (www.example.com)
When choosing your domain name, always try and include your primary keyword somewhere in the name. A good strategy for this is creating a keyword + generic domain name. For example, if you’re targeting the keyword “electrican”, you might go for gloucestershireelectrcian.com, cheltenhamelectrician.net, or gloucestershirelighting.com etc.
Services/Products Page (www.example.com/[keyword])
On the page which lists your services or products, use another major keyword as the directory for this page. Using the example above, you might want to create the following pages:
* /electrcian-services
* /electrican-qualifications
Testimonials Page (www.example.com/[keyword]-testimonials)
The testimonials page is another chance for you to include one of your important keywords. Try using the format /[keyword]-testimonials, where keyword represents your business type or industry. Some examples might be:
* /electrician-testimonials
* /gloucestershire-testimonials
* /lighting-testimonials
About Us Page (www.example.com/about-[business name])
The about us page is a chance to make sure your website ranks strongly when customers search for your business name. Using the directory format /about-[businessname] with the business name in Meta tags and body content a good way to achieve this.
Contact Us Page (www.example.com/contact-us-[business name])
For the contact us page I’d recommend sticking with a simple /contact-us [business name] format which is standard across most sites and is easy for customers to remember. You will also get your name in regularly if you have a contact us link at the bottom of every page- as a call to action.
Whilst URL structuring is no magic bullet for search negine optimisation, following the above guidelines is a good way to build a solid foundation.