In April, Facebook announced plans to overhaul the right-side column ads. Long-term concerns about engagement and visual quality led to these changes. Facebook is selectively rolling out the new right-side ads with a complete transition occurring August 1st. Here is what you need to know about the new format along with expected impact of the change.
Creating an inventory of all of the touchpoints within the customer journey helps define a lot of moments, both good and not-so-good. When done thoroughly, a touchpoint inventory can be a great launch pad into your customer experience improvement initiative.
But what exactly IS a customer touchpoint?
According to Wikipedia:
Touchpoint (also touch point, contact point, point of contact) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions.
Wikipedia is spot on, if you happen to be viewing your customer's journey from within the vacuum of your own organization. And too often, that happens to be the case. Customer touchpoints generally are not well understood or appreciated from the customer’s perspective. And they are definitely not just "business jargon." But they can be meaningless unless the company understands them as a complete inventory and as individual opportunities to improve the customer experience.
Awareness and understanding of your customers’ current situations, and what drives them toward loyalty or defection, is the essential to delivering a superior customer experience. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.
Most companies, when defining their customer touchpoints, list things like:
In-Store Sales Associates
Welcome Letters/Customer Communications
Customer Service Call... Read more
I always enjoy the NCAA Men's Basketball Tournament. My memories date back to 1977 when Marquette (from my hometown of Milwaukee, Wisc.) won the dance card and took home the trophy. After that victory me and a buddy ran outside hooting and hollering and played some hoops and pretended to be the players we had just witness win it all. What pure fun.
The NCAA does offer some great insights to marketers as well. Here are seven takeaways you can apply to your marketing:
1.) The small can dominate the big. If you have a small ad shop, a challenger brand or are a start-up, the NCAA tourney should give you renewed hope that you can compete -- and win -- even against larger competitors who will likely outspend you.
2.) It takes a great team and awesome leader (coach) to be at your best and push one another. The best individually deep team rarely wins the games; it's the best coached unit that excels as a team that wins more often than not. A great coach only helps.
3.) A bit of luck helps, so if you get lucky, take advantage of the opportunity you have. Very few had Connecticut and Kentucky in the final. If you... Read more
"If you can't explain it to a six-year-old, you don't understand it yourself," said Albert Einstein.
We live in an over-communicated society.
Heck, when I began in advertising and marketing, adding an outbound phone call to a direct mail campaign was considered "Integrated Marketing."
The fact is, we are exposed to thousands upon thousands of media impressions each and every day. As such, as consumers, we CRAVE simplicity. If you can simply explain what you are selling (which, by the way, is what advertising and marketing is), and how your product/service will benefit me, then wrap in a compelling reason -- the correct messaging and/or offer, I will likely take the next step in your sales process. But please make sure to explain to me what you want me to do -- call, respond to the email, visit the website, like us, etc...
Precise copy is the key, but we also must consider how we can graphically simplify our message so it is easier to digest and get the point across immediately. Here is an example of what I mean: http://www.a2591.com/2011/03/more-minimalist-effect-in-maximalist.html
Most of these everyday products are, perhaps, better served today as stripped-down versions.
That's why the combination of video and the internet/social media is so... Read more
Welcome to the $9.6 billion U.S. mobile ad jungle. In a dark corner of the mobile app world, there is a war brewing. As more mobile advertising money continues to flow to acquire app users, the value is rapidly increasing to accurately understand what specific ad budgets are generating. In practice, that is enabling an app owner to identify the best ad sources which drive installs and activity, and act upon that data. The two leaders in this province, HasOffers and Kochava, have been conciliatory adversaries, each acknowledging, but not sniping at, the other. But with one, small, facebook announcement last week, all that looks to change.
Since 2005, we have bought mobile media for clients, and tracked subsequent activity. Somewhat surprisingly, we continue to see that across the mobile landscape that there is still an under-appreciation of the importance of understanding app analytics (not to be confused with the over-collecting of data, which is causing drowning). At Mella Media, we stress to clients that acquisition tracking needs to be a “given.” It is the front-door to knowing your users, and seeing where new opportunities lie. Ultimately, it is the top of the funnel which leads to real business goals and... Read more