Tag Archive for: Social Media Marketing

Why Are Retailers Ignoring Their Customers On Social Media?

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Businesses are increasingly using Facebook to advertise their business to one of the largest audiences in the world, but a new survey suggests many businesses are forgetting social media is a two-way street.

According to a Sprout Social study, the majority of retailers are ignoring their customers’ requests on social media, a finding which is very troubling considering consumers are turning to social media to seek customer service and find information about businesses.

The statistics from the Sprout Social Q4 2015 index say retailers failed to respond to over 80 percent of consumer questions and requests on social media over the last year. Perhaps surprisingly, retailers were least likely to respond during the holiday shopping season. Throughout Q4 of 2014, only 16.35 percent of customer queries to retailers received any form of response.

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It is understandable that retailers are swamped during the holiday season, and may not have the extra man-power to closely watch social media. However, totally ignoring your customers on Facebook, Twitter, and other platforms can create a tidal wave of unhappy customers and lost potential buyers.

Retailers saw a 21-percent increase in inbound social media messages in the last quarter of 2014, but the majority of those went unanswered.

“Social media is an integral part of consumers’ daily lives and a critical communication channel for brands to engage in conversation with their customers during the holidays,” Sprout Social CMO Scott Brandt said in a release. “Whether answering a product question or confirming a customer’s gift order, brands have an opportunity to positively influence awareness, customer loyalty, positive sentiment and seasonal sales through social media engagement.”

One problem appears to be that retailers aren’t paying attention to where their customers are trying to reach them. In the past, Twitter has been the primary social media platform for customer service related questions and requests. However, Sprout Social’s study suggests a shift is occurring as more shoppers rely on Facebook to contact brands.

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It appears retailers haven’t picked up on the shift though, because the new statistics show retailers sent out 114 percent more messages on Twitter in the last six months.

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“It’s worth taking a deeper look at customer service on Facebook since it is generally where people are seeking answers from retailers,” said Brandt. “Bottom line: You should be able to improve your response rates and times if you understand where people are reaching out to your brand in the greatest numbers.”

For more interesting findings from the study, download the full Spout Social Index for free here.

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Instagram Launches Official Account Dedicated To Helping Businesses

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Social media marketing is a great way to connect with your audience and raise awareness for your business, but getting started can be difficult. Every social network has its quirks and kinks to manage and you can’t use the same recipe for success across all platforms.

That’s why Instagram is launching a new official account, dedicated solely to sharing business tips and case studies to help inspire your marketing and advertising on the popular social photo platform.

The aptly titled @instagramforbusiness launched yesterday, starting with a showcase of Ben & Jerry’s, a company that has been marketing itself on Instagram since the platforms very early days in 2011.

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Instagram says business has always been an essential part of Instagram from its very start, and it expects even more to follow suit following the launch of Instagram ads.

In the future, the company will be sharing content through the account designed to inspire and motivate marketing and advertising efforts on Instagram. Here’s what you can expect to see shared on the new account:

“Each week, we’ll run exclusive, behind-the-scenes stories that inspire, inform and showcase the work done by three important groups in our business community from all around the world—brands, small businesses and creative agencies.”

In the coming week, the account will be sharing stories from a local Chicago florist called Flowers for Dreams and New York creative agency BBDO.

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Twitter Goes Half-In On HTTPS Starting October 1st

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Google made big news earlier this year when it declared it would favor sites that switch to HTTPS, and now Twitter is taking a similar path. A member of Twitter’s development team published a thread on the Twitter Community forum explaining the company’s future plans for HTTPS and setting a deadline for the company’s switch the HTTPS.

Starting October 1st, Twitter will begin utilizing HTTPS for all new outbound links, meaning any new link you share will be packed in “https://t.co”. This way Twitter can securely send users to their intended destination, even when the destination page is not an HTTPS link.

Similar changes have been made by popular sites such as Reddit and Wikipedia, however in those situations the sites began using HTTPS site-wide.

This will also have the added side effect of increasing URL lengths in the future, depriving you of one more character to write with when sharing a link.

This also causes issues with tracking referral traffic to non-HTTPS sites, as Twitter explains non-HTTPS sites may see an apparent decrease in referral numbers.

“Web browsers drop the Referer header from a request by default when downgrading from an HTTPS t.co link to an HTTP destination in compliance with the HTTP specification for the Referer header… Based on our estimates you may see a 10% drop in traffic attribution from Twitter as a result of this security change.”

The company also warns that sites will see a steady decrease in referral traffic recorded from Twitter in the future, as users update to the latest browsers that support this policy.

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Facebook Hits Milestone With One Billion Active Daily Users

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Facebook hit a milestone for both its company and the internet as a whole this past Monday, August 24th. According to an announcement from CEO and founder Mark Zuckerberg on the network, Facebook recorded one billion daily active users on Monday.

As Zuckerberg said in the announcement, “We just passed an important milestone. For the first time ever, one billion people used Facebook in a single day. On Monday, 1 in 7 people on Earth used Facebook to connect with their friends and family.”

He continued:

When we talk about our financials, we use average numbers, but this is different. This was the first time we reached this milestone, and it’s just the beginning of connecting the whole world.

I’m so proud of our community for the progress we’ve made. Our community stands for giving every person a voice, for promoting understanding and for including everyone in the opportunities of our modern world.

A more open and connected world is a better world. It brings stronger relationships with those you love, a stronger economy with more opportunities, and a stronger society that reflects all of our values.

Thank you for being part of our community and for everything you’ve done to help us reach this milestone. I’m looking forward to seeing what we accomplish together.

To put in context just how huge this is, Twitter reaches approximately 100 million users every day, while Instagram recently celebrated receiving 300 million daily users.

You can also consider that approximately 3.1 billion people use the internet every day, meaning a third of those people also used Facebook at some point Monday.

While it is likely that Google, who processes around 6 billion searches every day, sees more active daily users than the social media site, it is still remarkable to think that a single site was able to connect so many people around the entire globe on a single day.

The milestone is a great cause for celebration for Facebook, who will almost certainly see even greater milestones in the future.

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Facebook Experiments With Letting Some Brands Post GIFs

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While Facebook users have been able to share animated GIDs on Facebook since this spring, businesses and other Page owners have been left out in the rain. Now, Facebook is testing the animated image format with a small selection of Pages, suggesting the feature may be available to all Pages in the near future.

As reported by TechCrunch, Wendy’s and Coca-Cola’s Brazilian brand Kuat unveiled the small test by posting GIFs yesterday.

Facebook has since confirmed that a small number of Pages have been given the ability to post GIFs as an experiment, saying in an email:

“GIF’s can be a fun and compelling way to communicate, so we’ve started testing GIF support in posts and boosted posts for a small percentage of Facebook Pages. We will evaluate whether it drives a great experience for people before rolling it out to more Pages.”

As with posting GIFs on personal profiles, GIFs are posted on Facebook by pasting in a link from a third-party source such as Giphy, Imgur, or Tumblr. They will still not be displayed if directly uploaded into the Facebook platform.

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Email and Social Media Marketing – Better Together [Infographic]

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On their own, individual marketing strategies like email marketing or focusing on social media can be very powerful in helping a brand grow, but too often companies forget that these strategies can be significantly more powerful on their own.

Email marketing and social media may not seem like the most compatible pair of marketing strategies to create marketing synergy, but in actuality the two go together like a horse and a carriage.  The key is doing it the right way.

The infographic below from ReachMail shows how integrating your email and social media marketing can produce great results and how to do it right.

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How To Get Started Building A Following On Pinterest [Infographic]

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Pinterest doesn’t get the attention of some of the larger social sites such as Facebook or Twitter, but ignoring it when you’re considering which social networks to market on may be a huge mistake, especially if you are an e-commerce business.

Pinterest remains one of the highest converting social sites, and it absolutely dominates in conversions for specifically e-commerce related products.

As with all social sites, however, your marketing will fall on deaf ears if you approach it from the wrong angle. Just as tone-deaf advertisers get ignored on Facebook, it is essential you get started on the right foot with relevant marketing catered towards the audience that uses Pinterest.

This infographic, created by Neil Patel, will help you learn the ropes of Pinterest and how to get started building your following on the site. Your business may be missing out on a great opportunity, but with this infographic, you can easily start taking advantage of a market your competitors are missing out on.

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New Facebook Video Options Give Page Admins More Control Over Their Content

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As Facebook’s video platform continues to grow in popularity, the social media giant is releasing a new set of tools aimed at making it easier for Page owners to control and manage their video content.

Now, when Page admins upload videos they will have new distribution and customization options available, such as setting for making a secret video or assigning an expiration date. Below is a full rundown of the new video options available for Page admins:

  • Secret videos: Upload non-discoverable videos that are accessible only via a direct URL.
  • Audience restrictions: Restrict who can watch a video based on age and gender.
  • Expiration date: Set a date for a video to be automatically removed from Facebook, while retaining all the insights data.
  • Prohibit third-party embeds
  • Upload without distributing in News Feed
  • Customize thumbnails
  • Tag videos by category
  • Edit video metadata

Along with these new options, Facebook announced it is introducing a new section under the Publishing Tools tab called ‘Video Library’. This tab will allow Page owners to manage all of their video content easily in one place.

Facebook is becoming a formidable competitor to YouTube, and could potentially bypass Google’s video service in video views in the near future. With these new features, Page admins have more reason than ever to give Facebook’s video platform a try.

Facebook says all of these upgrades will be rolled out globally to Pages “over the coming weeks.”

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Research Shows Mobile Search Spend Leaps 71 Percent From Last Year

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So far, 2015 is shaping up to be a huge year for the mobile internet. Between Google’s “Mobilepocalypse” and the news that searches from mobile have overtaken desktop search volume, mobile was already on the way to dominance, but a new report from IgnitionOne shows mobile search spend is also growing by leaps and bounds.

According to the recent Q2 Digital Marketing Report, paid search spending has risen 22 percent for tablets last year, and a massive 71 percent for smartphones.

Both mediums showed comparable growth in CPC and CTR (24 and 28 percent for phones, 26 and 17 percent for tablets), but smartphone clicks have outpaced those from tablets by 41 percent. The report also noted smartphone impressions had climbed 8 percent, but tablet impressions have declined by 17 percent.

“Google has incredible dominance on [the mobile] side,” says Will Margiloff, chief executive (CEO) of IgnitionOne. “But they still have, for the most part, a mobile display business and not really a native to phone and tablet business like Facebook. Google’s got their work cut out for them when it comes to mobile native or native display, and the only real player there is Facebook.”

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The report also showed Google’s display growth was down 9 percent year-over-year while Facebook’s is up 48 percent, which gives the social platform 16 percent of the display share. In comparison, Google’s share is at 31 percent, down from 38 percent last year.

After years of debate whether another search engine could ever prove to be a meaningful challenge to Google’s market share dominance, Facebook’s recent gains suggest it may actually be social media that poses the greatest challenge to Google.

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IgnitionOne’s research found programmatic data spend increased 33 percent year-over-year while eCPM rose 35 percent from last year. Impressions, however, have fallen 1 percent.

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News Feed Update Gives Facebook Users The Power To Choose What They See

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Facebook is giving users the ability to choose what they see in their News Feeds, after years of relying almost entirely on its special algorithm to choose what to show its 1.44 billion users.

Of course, Facebook won’t be doing away with its algorithm anytime soon, but it is giving more power to the users to customize what they see in their feed. Essentially the update is a redesign and expansion of the News Feed Preferences feature available since last November, but it also includes some big changes for how you use the biggest social platform on the planet.

You can now prioritize the friends and Pages you want to see first, and posts from these profiles will appear at the top of your feed with a star to signify its importance in the upper-right corner.

The new feature also includes a feature which shows the Pages and friends which have been popping up most often in people’s News Feeds over the past week, so you can easily unfollow overposters or other people you’d rather not see. This also has a page which shows recently unfollowed users if you decide to reverse your decision.

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Similar to SnapChat, the update has a new discover section which displays Pages Facebook thinks you might be interested based on your other likes.

The new features are already available on iOS, and will be available on Android and desktop in the next few weeks.

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