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Three tips for better marketing automation

April 30th, 2012 by Steve Nelson

These three tips for better marketing automation are courtesy of three of the top marketing automation vendors. Not because they provided the tips, but because I was inspired based on their interactions with me as a prospective customer, presumably using their own software.

 

TIP #1: Include easy change of email address links

Unsubscribe without address updating
Here's a snippet from an email I got from a marketing automation vendor that was sent to an email address I no longer use. I still want to hear from the vendor, but at the bottom of the page is a link to unsubscribe. I clicked it to see if the landing page would offer me the option to change my address, but no luck. I was unsubscribed, goodbye.

If there were a link in the email to change my address, or to update my email preferences, I would still be hearing from them at my new address, but alas, the nurturing has come to a sudden end.

 

TIP #2: Keep up with the lifecycle of your offers

Confirmation today for last year event
Over the course of time, you may present a number of offers to your mailing list, including time-sensitive offers. The subject matter may still hold interest to your recipient, even after the offer has expired or the event has passed. Good marketing automation software will redirect any latecomers to currently relevant content or offers related to the interest they expressed.

I found an email from a year ago inviting me to register for a live streamcast to take place in June 2011. So I clicked on it, got to the registration page, and registered. Sure enough, I got an email (in April 2012) confirming my attendance at the live streamcast coming up in June 2011. Sherman, set the wayback machine!

 

TIP #3: Minimize repeated form completion

I completed this form time and time again
There is a good reason for making me fill out the same form, over and over again, even in the course of ten minutes. At least that's what one marketing automation vendor told me when I asked. After responding to an email offer for their content, I filled out a form, and got a personalized email thanking me, giving me the link, as well as an offer for even more content. When I clicked on the offer for the new content, I got another form. This went on for several iterations before I gave up because of all the friction and impending carpal tunnel syndrome.

Marketing software that knows enough about me to send a stream of personalized emails and subsequent links, should not make me fill out the form over and over again. And when I bring it to their attention, they shouldn't justify my diminished customer experience with their desire for more information. They said this was not a limitation of their software; it was a deliberate choice of their marketing department.

Three marketing automation platforms, three user experiences, three tips for you. Even if you have a great platform, and these three are at the top of the game, it's still how you use these systems that counts.

[Get a good start on social media marketing. Download AP42's free Social Media Workbook.]

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Reduce friction, improve response with a QR Code

April 24th, 2012 by Steve Nelson

Bishop Ranch Community sign - before and with QR CodeSometimes I just have to walk out the door to find something to blog about, in this case it's this new sign at the front gate here at Bishop Ranch 11. Can you spot the difference between the real sign (left) and the artist's conception (right). If you said "less friction, higher response rate", you are correct.

Of course, we already like our landlord on Facebook, and I am hoping for that new iPad. But if I were walking by and saw this for the first time and had to go back upstairs and type in the URL, or take my phone out and type in the URL, there's that small amount of friction, a little hurdle that might lead me to say, "later."

With the small addition of the QR Code, you can send people directly to your Facebook page and get that "Like" with a lot fewer thumbstrokes. Try it out (click on the picture to enlarge if you need to.) And while you're there, you, too, can like Bishop Ranch Community and (maybe) win an iPad!

This is an example of starting with a problem (conversion rate) and offering the right tool to solve it (QR Code). A problem in search of a solution, as opposed to the other way around (which will be the subject of an entirely different post!)

MH6MJCPZB2XE

[Get a good start on social media marketing. Download AP42's free Social Media Workbook.]

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Replacing blogs with social media? Not so fast.

April 20th, 2012 by Steve Nelson

Blog With Authenticity Without Getting Fired - Search Engine People Blog Flickr Attribution 2.0 Generic (CC BY 2.0)A recent article in USA Today reported a trend of companies moving away from blogging and relying solely on social media platforms. The article is interesting as, paragraph by paragraph, some truths are revealed about the ongoing importance of blogging, and the realities of doing it well.

This trend is not fueled by some knowledge that a social-only strategy is a more evolved or superior presence, but is a trend fueled by the difficulty of blogging despite the advantages it brings to the communications mix.

The blog is an important transition base in your online mix. Your website is your branded home, where you clearly articulate who you are, and to the degree possible these days, control and manage every byte, every pixel. Your company's ideal self. And though social platforms appear to belong to the crowds, remember, the crowd is the product and not the customer of these platforms. The platforms belong to their creators first, their advertisers second, the crowds third, and finally to companies that establish their presence there. These platforms are good for getting into the flow of content and connections, but they don't belong to you.

The blog, however, moves you from your primary company presence and story into a hybrid of top-down brand definition and bottom up social engagement. You have the opportunity of being immediate, current, and relevant. You have the opportunity to break down the fourth wall of brand theatre and expose your thinking, your personality, your evolution, your vulnerability. With a blog, you can be people. With a blog, you can create valuable content that is a strong tangent to your company's mission, but that doesn't fit into (or interfere with) the well-planned engagement around the core products and services presented by your website proper. You can give answers that people are searching for (remember, if you don't show up in the search results, you don't exist.) A well-written, well-indexed, well-structured blog will, at best, lead people back to your website, and at worst, will enhance your relevance in the world in which your company exists.

It's worth reading the easily digestible article (remember, USA Today was the first newspaper you could watch instead of read) - but also read the primary source research. Most of the paragraphs in the USA Today article either show the continued value of blogs, or offer factors in the decline that relate more to the difficulty of blogging as opposed to the lack of returned value.

So before you back off of blogging, first find ways of addressing the difficulties. Time commitment? Back off the pressure to blog every day, and promote the expectation in your audience that your posts will be less frequent but no less compelling. Lack of quality writers? Back off the pressure to write a New York Times essay every time you blog, and find someone in your company who can speak clearly and succinctly, knows your company and your customers. Find interesting content on the web, point to it, and explain in a few sentences why it's interesting to you. Find topics where you know there is a thirst for data, information, knowledge or wisdom that you have, and share it. Fear of regulation? As my friend Keith Carsten says, "Live by your convictions, not by your fears." No, that doesn't mean don't be afraid of getting convicted. Many regulated industries have clear guidelines for blogging. Get to know them and live well within them.

And don't generalize every trend article you read as permission to follow the crowd. Sometimes trends are leading indicators of giving up.

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No Stopping Any Time. And just so we could make it rhyme: Stopping here would be a crime.

April 9th, 2012 by Steve Nelson

Some media require short form copy, and it takes talented marketers to work within the limits. Bumper stickers, because of their size have challenged sloganeers since the 1930's. Billboards have more room, but try reading a paragraph or parse some complex syntax at 70 miles per hour. Our you could spread it out in a series of signs, but still keep it short.

New media challenges include the 140 characters of the promoted tweet of Twitter, or the 25 characters for the title, 70 characters for the ad text, and 35 characters for a display URL for Google ads.

One medium, however, blurs the lines between life-critical utility and marketing. The owner of this particular channel has a monopoly, and I think creative quality suffers. I'm talking about the dynamic messaging signs of your state's road department. Unless you have a magical sign like in L.A. Story, or you hack the sign on your own (not recommended), you're stuck with the creative output of the nannies at the road department.

"Steep Downgrade Reduce Speed When Wet." I like that. It's to the point:

Steep downgrade - reduce speed when wet

The wikipedia article on variable messaging signs lists a number of uses for the signs for warning drivers of hazards, reporting relevant information and the like, but pays short shrift to the extra (and extra-cheesy) editorializing that's creeping into the signs:

Slow or move over for workers - Its the law

You're seeing more and more messages like "Slow or move over for workers. It's the law." That last gratuitous jab is unnecessary. "Slow or move over for workers. Because I say so, that's why."

Texting ticket $159 + Not worth it

"Texting ticket $159+. Not worth it." I could accept a reminder of the fine or something like "Texting and driving and killing people - not worth it." I'm all against texting and driving and I'm all for a good high fine, but I don't think CalTrans should presume this conclusion for me. I wouldn't want to pay a $159 fine, but the guy texting his stock broker to buy or sell to lock in that $10,000 profit might appreciate CalTrans's reminder about what that tradeoff would be worth to him.

Click it or ticket please buckle up

Don't get me started on "Click it or ticket." Do we really need a clever rhyme to remind us to buckle up? Even worse, does the highway department think we need a clever rhyme to do the right thing?

I'd rather keep the marketing and editorializing off of the highway signs, so we don't run our mental ad blockers on legitimate warnings. Let a stop sign be a stop sign, not:

"STOP. It's the law!"
or
"STOP. $281 fine. Not worth it!"
or
"STOP or face a cop!"

The "Not worth it" tagline is part of CalTrans's April awareness campaign against distracted driving, announced under the headline "Zombie" Drivers Endanger Other Motorists.

Hmmm, maybe the hackers have a solution after all.

Caution! Zombies! Ahead!!!

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