Thursday, October 31, 2013

Do you know your WoMI score?

Better get a handle on your word-of-mouth referrals (both the good and the bad)

As the saying goes, bad news travels faster than good news, and we're not just trying to spook you here.

As many of you now, the Net Promoter Score (NPS) has been the gold standard used by businesses, professional service firms and trade associations to measure customer recommendations and loyalty.
According to Temkin Groupresearch, five out of six companies (83%) asked their customers the Net Promoter question: “How likely is it that you would recommend (this product/service/brand) to a friend or colleague?”

But, according to new research from ForeSee, a more equitable method of deleting “detractors” from the measurement equation provides, a better, more real-world gauge of the word-of-mouth recommendation quotient. ForeSee has collected more than 2 million survey responses over the last two years to research and develop a more accurate and precise way to measure both word-of-mouth promoters and detractors.
Enter ForeSee’s new Word of Mouth Index (WoMI) for the next generation.

WoMI measures both likelihood to recommend and likelihood to detractfrom a specific brand by adding a second question: “How likely are you to discourage others from doing business with this company?” By measuring both positive and negative word of mouth, business leaders gain a next-generation metric that, when viewed within the context of the customer experience ecosystem of metrics, provides actionable insights that can help leaders improve key business outcomes, including word of mouth, says the report.


The report suggests that a system that significantly advances the measurement of the customer’s experience with primary benefits for businesses operating in today’s high-speed, word-of-mouth-driven culture would include:

  • Any measurement with one simple value that can be used to rally stakeholders (executives, employees, Wall Street, board members, etc.) around their customers’ experience and across an organization
  • An understanding of the difference between True Detractors and True Promoters to eliminate the risk of alienating customers who aren’t legitimate detractors
  • Adding a second question to understand what drives negative word of mouth as well as positive word of mouth to allow companies to take proactive measures to fix issues
Review the complete Foresee report in PDF format.

Macro View

While the two-week government shutdown earlier this month caused a short-term dip in consumer confidence and housing prices, just keep the long-term view in mind. The major market indices remain at or near their all-time highs; and with the Fed’s continued stimulus program expected to keep interest rates near historical lows for the time being, the forecast for equities and overall household wealth should be robust. Remember, housing prices are still up about 13 percent over this time a year ago. As the Fed said in a statement yesterday, the economy continues to grow “"at a moderate pace" and exhibits growing underlying strength.”

On the business front, more than two-thirds of S&P 500 companies (68.7%) are beating analysts’ earnings estimates, according to Thomson Reuters data, which is comfortably above the historical average of 63 percent. Only about half of companies are beating topline revenue forecasts, Thomson Reuters reports, but to us, this just means companies are being more productive with the capital and talent they have at their disposal. Another positive indicator, the Commerce Department announced Tuesday that businesses increased their inventories by almost half a percent in the latest reporting period (August), a sign that they expect stronger demand for their products.

Conclusion

While testimonials, endorsements and “likes” are great, nothing beats a word-of-mouth referrals from a satisfied client or customer. On the flip side, nothing’s more dangerous in this viral communication age than a negative review shared by electronic, phone or face-to-face interaction. Make sure you not only have a great handle on your core competencies—but your core incompetencies as well.

More tips can be found on the FREE Resources page of our website.

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Tags: Net Promoter Score, Word of Mouth Index, WoMI, Foresee, Temkin Group

Wednesday, October 30, 2013

Twitter Tweaks Its Desktop API...For The Worse?



Since its inception in 2006, Twitter has constantly made changes to its desktop API and related mobile applications to better adapt to consumer trends and relevant needs. Earlier yesterday, Twitter made a drastic change to how users viewed their timelines though, and it's not something that can be particularly ignored. For investors and marketing experts using Twitter to promote their businesses and clients' work, this could be a very strategic and powerful move on Twitter's part. For users so accustomed to using the old, basic text-based timeline, this could mean problems.

Before Twitter made their changes yesterday, users had to click on individual links, whether using an in-house Twitter service or related photo service (although Instagram lost its ability to integrate with Twitter sometime last year). Now photos and videos automatically appear on a user's timeline, somewhat similar to the way Facebook has been doing things for quite some time now. It puts multimedia right in the face of users, and some people just don't seem to like the change.

Of course, all good changes don't come without a few troubling criticisms at first. This change could ultimately be in Twitter's -- and marketers' -- best interest. Selling ads now has a much more rewarding benefit: users see those pictures and videos without having to click on links. Robert Peck, an Internet analyst with SunTrust Robinson Humphrey, said that the adjustment to Twitter’s look addressed a concern he had heard from potential buyers of Twitter’s stock. “It was all text, for the most part. There was no multimedia,” he said. “People thought Twitter was behind.”

Everything else with Twitter's timeline remains the same. A few tweaks to the user's control panel (changes to the DM button) have been added as well, but users will still see normal tweets in real time. The only thing that will change, however, is the automatic preview of photos and 6-second Vine videos will start to play. If users cling to this change as something good, this could mean something big for Twitter advertisers -- as well as spelling dangers for Facebook.

“Starting today, timelines on Twitter will be more visual and engaging: previews of Twitter photos and videos from Vine will be front and center in tweets,” Michael Sippey, Twitter’s vice president for product, wrote in a blog post on Tuesday. “To see more of the photo or play the video, just tap.” 

Although users are a bit more active this quarter and in 2013 than they were last year on Twitter, those same numbers are not quite as obvious as they were when Facebook was the same size. The one-billion-user platform has undergone many changes since it was Twitter's size, but Facebook capitalized early on using multimedia to spearhead its usefulness to consumers. Where Twitter decides to go from here is entirely up to the company.


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If you enjoyed this and several other of our blog posts here, stay active with the Ten Golden Rules team and become a member of the Internet Marketing Club. We host a weekly webinar series every Wednesday, and you can view hundreds of expert videos in our archive section now!

Tuesday, October 29, 2013

Wednesday Webinar: Rise of the Human Beings - Marketing Made By People For People

For those of you who have taken a natural and more personal approach to marketing, you already understand the results of real human interaction with your fans and followers. For those of you taking a less organic approach, you may want to tune into tomorrow's webinar with Hubspot eCommerce expert Sam Mallikarjunan.

Hubspot eCommerce marketing head Sam Mallikarjunan knows the human experience, and he's applied it rather intuitively to this week's Wednesday Webinar guestspot. Rather than drone your visitors and fans to the doldrums of marketing strategies and product details, why not invite them into your business the same way you would a friend? Sam highlights both the formulas and the human interaction that makes personal marketing such a meaningful process for businesses, and this webinar helps you get from point A to point B with your own campaigns.

Click here to register for FREE (10-30-13 at 12:30pm EST)
http://bit.ly/16IK4n5

About Sam Mallikarjunan:

I grew up in Rockledge, FL (Near Cocoa Beach). In 2007, a health insurance brokerage in Florida, American Health, offered me a position as Chief Marketing Officer (CMO). In October of 2009 I took a position as CMO at an e-commerce company in Brandon, FL, CheapHumidors.com. This position made me the youngest C-Level executive of a multi-million dollar corporation in the country.

In April of 2010, I became the co-host of the CigaRobbie Radio Network, a nationally syndicated talk show on Saturday's from 3PM-5PM Eastern. When the host of that show left in December 2010, I took over and re-launched it as the Stogie Show. Although I'm no longer the host, you can listen live every Saturday on this website or on the local TanTalk AM/FM affiliate station near you.

In October of 2010, I left CheapHumidors to start my own consulting firm, offering marketing and web development support powered by the greatest team of web developers in the country at my namesake company, MalliMedia.

In May of 2011, I decided to apply to work at the top internet marketing software company in the country - HubSpot. Since they get hundreds of applications a month and I knew that their hiring process was vigorous and difficult, I decided to skip all of that and launch HireMeHubSpot.com. If you'd like to know more about me, there you can find reference videos from past clients and employers as well as co-workers, employees, and friends. You can also find writing samples and a link to the last episode of my radio show.

Click here to register for FREE (10-30-13 at 12:30pm EST)
http://bit.ly/16IK4n5

Thursday, October 24, 2013

LinkedIn Drives the Most Traffic to Corporate Websites

As busy professionals who’ve been around the block a few times, we’re guessing you’re more comfortable with LinkedIn than you are with Facebook, Twitter, Instagram, Pinterest and other popular social media platforms. Don’t let your younger staffers (or kids) give you a hard time about that. Chances are your peers feel the same way about LinkedIn--and it’s your peers who are the primary decision influencers at their organizations.

Let’s face it. Most of us don’t have time to put the energy we’d like to into mastering social media and social networking. But, if you’re interested in driving qualified prospects to your website and to your other online resources, concentrate your energies on LinkedIn. We’re not advising you to ignore the other social media channels since each has its merits. But, there are only so many hours in the day and LinkedIn will probably give you the best bang for your social buck.

Still not convinced? Well, the new Investis IQ Audience Insight Report tracked visitors to corporate websites from social media platforms. Guess what? LinkedIn drives significantly more traffic to corporate websites than all the other social platforms combined. And you thought LinkedIn was just a respectable place to keep your professional bio and contacts up to date!

According to the survey, LinkedIn accounts for nearly two thirds (64%), of all visits to corporate websites from social media sites—and that percentage is growing, researchers say. Twitter is a distant second, although it’s gaining traction, up from 4 percent in 2011 to 14 percent today. Researchers attribute that growth to the increase in the number of companies adopting Twitter for corporate communications. Ny contrast, Facebook’s sharehas decreased by nearly half in the past two years, to 17 percent from 30 percent. The findings may indicate that Facebook is a declining platform for B2B corporate marketing.

Get mobile ready


Researchers believe the Big Three--LinkedIn, Facebook and Twitter--account for 95 percent of visits to corporate websites from social media sites. No surprise there, but the report also found that 20 percent of all traffic to corporate websites came from mobile devices (primarily of the “i” variety). However, less than a one in four companies (23%) provides either a dedicated mobile site or a “responsive” website. There is clearly a lot more for corporate websites to do.

Improving your LinkedIn Profile (and your firm’s)

There are many quick and easy ways to improve your LinkedIn presence, just make sure you think each step through carefully before you post. We’re talking about your professional reputation here. These are just a few:
·       
 
Make sure you have a company page, not just a personal one—and share content that adds value. The company page enables you to do display your slide presentations, video clips, press mentions, articles, recent awards and anything else that makes you a “thought influencer.”
·       
 
Join a group (the right way). Participate in discussions that your clients and prospects are likely to be following. Again, there’s that “thought influencer” angle. Just don’t post comments for the sake of getting your name out there. If you’re not really adding value to the thread, sit that particular discussion out and just follow along. Wait till the next topic comes around. Sooner or later, there will be one that’s right in your wheelhouse and you can post and opine with 100 percent confidence. You (and the group) will be glad you waited for your turn at bat.
·       
 
Start your own group. Look closely at the types of questions for which your clients or customers are frequently asking your advice. Chances are thousands of other people whom you’ve never met are wrestling with the same issue. Find the common thread within those questions—say risk management, tax mitigation or portfolio insurance—and form a niche group around those topics. Once again, you’re positioning yourself as a though leader and it’s a great way to draw new prospects into your nurturing funnel.

Just a word of caution. It’s easy to start groups—it’s harder to maintain them. Be consistent. Be proactive and be honest with yourself about how frequently you (and your team) can post and moderate. 
     
Conclusion
     
Social and mobile is not going to go away, but you can’t possibly keep up with all the new technologies, applications and uses of it. It’s better to master one or two and seek help for the rest. There are plenty of talented, reasonably priced contractors out there to help you—but you may also find a few folks right under your own roof with a real passion and interest for a particular mobile/social channel. As my old Israeli army boss used to say, “You don’t get if you don’t ask.”

More tips can be found on the FREE Resources page of our website.

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Tags: LinkedIn traffic driver, LinkedIn for business professionals, LinkedIn over Facebook Twitter, Social Media Marketing, Investis IQ Audience Report

Monday, October 21, 2013

This Wednesday's @TenGoldenRules Webinar: YouTube: A Social Storyteller

By now, we all know how powerful of a platform YouTube is for business, pleasure and everything in between. It's now the second largest search engine, right behind Google. How exactly can you harness the power of YouTube for your business and grow your brand through powerful video searches?


Video has become a perfect lead generation and client conversion tool. YouTube has made it so easy to use that everyone is jumping onto the bandwagon. Good news for you, most videos are horrible! By learning and applying some basic tips, you can rise above your competition. Pat Ferdinandi, Video Strategist for Viditude will share tips you can use to improve your videos on YouTube. Pat Ferdinandi has a unique combination of skills are available to help you succeed. Her
experience as a public speaker, trainer, screenwriter, published author, and business management consultant are brought together for this webinar.



Click here to register for FREE (10-23-13 at 12:30pm EST)
http://bit.ly/17ExIwp


About Pat Ferdinandi:

Pat Ferdinandi is a social media strategist and video branding expert. She owns and operates Viditude, a video specialist service that offers brands and individuals the opportunities to reach a broader audience with their message.

From her website Viditude:

I call myself a Chief Thought Translator because I help convert YOUR ideas into something to help YOU make more revenue. My enthusiasm and creative mind add a touch of levity to make every interaction a friendly and productive one. The ideas and suggestions I share are always focused on helping YOU to succeed. After all, it’s not a transaction but a relationship! Allow me the opportunity to help YOU succeed telling YOUR visual story with Video Marketing!

Click here to register for FREE (10-23-13 at 12:30pm EST)
http://bit.ly/17ExIwp

O/T: What People Did For Fun Before the Internet via @mashables

 I've wondered this too just last night....
 

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It's a sad truth, but the Internet consumes our lives. A day without Netflix, a moment without email or a second without Google is beyond imagination

But there once was a time — many, many years ago (but not really that long) — when humans had to find a non-web-based form of entertainment

In this Sunday comic, Nitrozac and Snaggy of The Joy of Tech imagine how our prehistoric ancestors wasted time without the luxury of social media

JoT_beforeInternet_comic

Have something to add to this story? Share it in the comments.

BONUS: 14 Signs You Spend Too Much Time on the Internet Read more...

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Wednesday, October 16, 2013

Today's @TenGoldenRules webinar: How To Infuse Video Into Your Marketing

Last spring, GoToWebinar introduced a significant enhancement to their platform that allowed a live video feed for webinar instructors. Internet Market Club charter member, Coleman Report, has embraced the feature. Feedback shows their customers have also embraced the concept and enjoy the video presentation much more than an audio presentation. The move from an audio conference webinar model to a video conference model has increased their webinar income by 25%.

Additionally, Coleman Report has experienced greater SEO results and email subscriber retention with the use of video in its blog. Join us on Wednesday as Bob and Joseph Coleman share you their trial-and-error secrets for quickly creating great video marketing and blog content on a guerilla marketing budget.

In this Internet Marketing Club video webinar, you will learn:

• The 10 best uses of GoToWebinar and GoToMeeting’s video platform

• How the Coleman Report uses GoToMeeting to create marketing videos that work

• How the Coleman Report uses GoToMeeting to create original blog content

• The new model of Coleman Report’s video webinars

• What equipment and software you need that costs less than $100

• How to transition your “talent” from audio webinar instructors to video webinar instructors

• The producer’s role, and how to find a producer

Click here to register for FREE (10-16-13 at 12:30pm EST)
http://bit.ly/19fyOk1

About Bob Coleman:

Bob Coleman is the Author of “Money Money Everywhere and Not a Drop for Main Street“. Coleman is the Editor of the Coleman Report, a trade newsletter for small business bankers. He is the nationally recognized expert on small business financing. He has appeared on Fox Business News and CNN and has been quoted by all major financial media outlets including the Wall Street Journal, New York Times and Bloomberg. He has spoken at numerous small business banking events across the United States, including international engagements in the U.K. and Germany. Coleman has a B.A. in Medieval History from the University of California Santa Barbara and a M.B.A. in Real Estate Finance from the University of Southern California.

Click here to register for FREE (10-16-13 at 12:30pm EST)
http://bit.ly/19fyOk1

Wednesday, October 9, 2013

Today's webinar with @MWooddy - 5 Ways To Brand Through Instagram Video

Instagram video is a powerful tool if you understand how to use it, and I'm not entirely sure a lot of brands using social media to further their messages really do. For the past four months now, Instagram video has set out to target video sharing platforms Youtube, Vine, Vimeo and many more, but are brands really using the service to its fullest potential?


Although still somewhat new, Instagram Video has already become a useful tool for businesses networking and fan growth. But if you're struggling to develop real, shareable content, then your IG Video campaign is probably going nowhere. Join Matt Wooddy, IMC host and Instagram expert for an in-depth lesson on better branding through Instagram video. In this webinar, you'll learn to:

- drive product interest through strategic video posting
- encourage others to share your message
- take better videos with your smartphone
- upload customized videos for improved aesthetics

Click here to register for FREE (10-9-13 at 12:30pm EST)
http://bit.ly/1a5iZeu

About Matt Wooddy:

For the last six years, Matt Wooddy has used his social wizardry to rebrand, reformulate and reinvent the online presence of over 200 businesses. Understanding that social media is more than just a place to promote your business, he uses personal interaction and entertaining content to engage visitors and followers. Matt realizes that it's not so much the product that drives a good social campaign, but it's the ability to communicate with your
fans and followers in a personal way that makes a difference. As a freelance photographer, visual artist and musician in his free time, Matt has developed these personal skills that connect humans with each other.

Click here to register for FREE (10-9-13 at 12:30pm EST)
http://bit.ly/1a5iZeu

Tuesday, October 8, 2013

Tip Top YouTube Tips

It's been a little while now, but One Channel for Youtube has taken full effect - don't let your company be one of those struggling to compete in the wake of big change.  Here are our top 3 tips for maximizing your YouTube presence post-One Channel:

  1. Create great channel art. Make sure that your new channel art fits the new layout. Unlike Facebook, YouTube is using one size of channel art to cover all sizes of YouTube display and cropping the image to display in different ways depending on whether the channel is being viewed on a computer, mobile phone, tablet, or TV.
  2. Select a great channel trailer. Your channel trailer sets the mood and expectations for your channel. Make sure that it's appealing to your audience, whoever they may be, and includes a pitch to subscribe to the channel - don't sell any of your products or services directly in the trailer. Give people a reason to follow you before you sell to them.
  3. Create intriguing sections. Sections are a great way to get users to watch a lot of your content at once - just make sure that the title of each section intrigues them enough to click and the videos themselves fit neatly into their categories and offer an engaging look at what your company has to offer. Starting viral video campaigns in your sections is another great way to garner attention.

Want to get more One Channel tips and tricks? Get the scoop in this article I wrote for our monthly newsletter.

Friday, October 4, 2013

5 Billion People Will Use Mobile Phones by 2017 via @mashables

 

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Four years from now, 5.1 billion people will be mobile phone users around the globe — almost 1 billion more mobile users than the 4.3 billion people worldwide using them now.

Asia, the region that will see the most growth, is already home to the most mobile phone users. Some 2.4 billion people there use mobile phones, a figure projected to grow to 2.9 billion by 2017.

Statista's chart, below, compares mobile phone penetration in 2013 to forecasts for 2017 in different regions of the world.

mobile phones

How do you think more mobile phones will impact the planet? Let us know in the comments below. Read more...

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