Monthly Archives: January 2017

Creatives and Marketing

Marketing is empowered and driven by numerous factors – these are the actual building blocks of any marketing strategy that need to be enforced at all times. In almost all methods that are used for marketing, it is the ‘type’ of content that is important which has been used to penetrate through the target audience. As it has always prevailed among marketers – content is king and therefore, it is undoubtedly necessary to portray the content appropriately in order to reach out successfully.

CREATIVES-AND-MARKETING

Among the different types, content containing images, colour and visuals have by far caught the attention of population at large. Information is better absorbed if it is represented in a way that appeals to the target audience. In today’s world of haste and rush, we need to present the audience with information that can be quickly apprehended by them. Research proves that the brain processes images 60000 times faster than text, so there is the gateway open for creatives!

When the population to date is swiftly moving across a wide range if channels, devices, gadgets and screens; the compulsion to present content in creative visuals becomes even more prominent. Creatives have the capability of producing a focus for the customer who is relatively unstable. In a study conducted among 300 online marketers, 40.5% of them stated that 90 to 100% of their published content contained creatives in 2015. This percentage rose to 53% in 2016 (view source). This data is obviously followed by the fact that creatives go viral way faster than any other type of content. Visuals are easily captured by the human brain and thus increase the chances of being shared as well. The more easily the content is understood by an individual, the higher the probability of share.

Another typical feature of creatives is that it gives you the capacity to stand apart. Information may be the same or may be just general, for example ‘50% off’, but using creatives, you have the vicinity to display it many attractive and catchy ways. Creatives help you to present common information in a different way such that it can attract your consumers directly. Displaying information in creative format also increases the legibility and gives ease of reading to the consumer. Tweets that contain images receive 150% more retweets than those without images (view source). Facebook posts with images receive 2.3 times more engagement that those without (view source).

Messages are generally amplified and reach out further in creative formats. The human brain corresponds better to visuals and thus helps in propagation of information. If information is paired with an image or any creative, the human brain tends to remember up to 65% of the content even three days later. Images, colours and visuals resonate with your audience and incline to create a contact for you with them.

Without any second thought, creatives are extremely vital for any marketing strategy to be successful. 37% of marketers believe that visual marketing is the most important form of content for their business (view source). Optimising every aspect of marketing makes a difference in the final result. All marketing facets need designing and integration with creatives, whether it is content, landing page, social media or mobile marketing.

Designing A Product Page That Will Enhance Sales on an Online Marketplace

Design is not only about graphics, colours and visuals. Content can also be designed, fabricated and created in ways that appeal to the reader. Online marketplaces are very much dependent on content. The absence of physical presence and feel of the product make it necessary to have correct content – placed and created appropriately.

Considering the Amazon platform, the following example shows the different sections of a product page.

blog img

  1. Title – The title is not only the first thing that the buyer sees but also acts a great deal in generating traffic. It is essential to make sure that the title is filled with all the major keywords related to the product. The following components should be present in the title description of your product:
    • Brand name – The brand name should be either the first or second word in the title. A significant fraction of customers buy using the brand name. This also helps in creating awareness for your brand. The above example starts the description with the brand name ‘IIK Collection”.
    • Category – Inserting the category in the title helps in targeting the correct audience by getting rid of unwanted traffic. In the above example the word ‘Men’s watch’ automatically narrows down the searches to only males. In case of clothing and accessories, the gender/age suffices, for furniture one may add the area e.g. kitchen, bedroom etc and for gardening one can add terms such as indoor/outdoor. Thus, depending on the product, a specific category helps in narrowing the traffic to the most relevant ones.
    • Product name – Don’t forget this one! Otherwise you will be lost in the marketplace and probably invisible to all buyers.
    • Product description – A short description (one to two words) of the product helps in generating results from a search term. In the above example, the word analogue has been aptly used together with the colour of the product.  For clothing, you may add the type of print/colour/size, for furniture the colour and size should be added and similar processes should be applied to various groups of products.
  2. Price details – Adding the price details immediately after the title further induces a purchasing aspiration in the buyer. One should add all the discounts and offers that are ongoing in the product, clearly showing the difference in the prices. Customers are trend to be aligned with discounts more than any other factor.
  3. Delivery and payment details – Mentioning the types of payments accepted gives a wider chance of purchase for any product. Prima facie, anyone would also like to know the estimated time that will be taken for the delivery. Opposed to physical buying processes, the buyer does not get an immediate access to his/her purchased item, and therefore assuring him/her about a quick delivery will increase likelihoods of buying.
  4. Bullet Points – These are quick and complete description points of the product. Every seller should make efficient use of the maximum number of bullet points available on every product page. Bullet points are used to highlight the product details in combination with its utility. In these points as well keywords should be included in good numbers so that search of the product is much easier.

The above guidelines to the product page make a product more vulnerable to search terms and automate the purchase need in the buyer’s thought process. There are many other factors such as number of clicks, ad eligibility, customer satisfaction and account suspension that significantly affect your presence on an online marketplace. You may visit our website www.bmconsulting.co or contact us on info@bmconsulting.in for further insights from experts.

Handling Customer Complains – A Positive Approach

BLOG

Facing criticism can be the hardest thing to do – especially professionally and the fact that you have put your efforts in full force just adds to the demotivation. Now, it is a business fact that however good you are, you will ALWAYS have customers who are unhappy. But keep it in mind that if you are lucky, they will complain. An aggressive and spontaneous customer will simply discard your services, sometimes even silently, if he/she is dissatisfied. The very reason why your clients are complaining is that they are ready to give you a chance to cover up for their dissatisfaction and they want you to improve.

First and foremost, identify your customers. Population is heterogeneous and so are your customers. Each person will need a different approach of solution. Some of the most common types of customers in the context of complaints are as follows:

  1. The gentle one – This customer is facing an issue but is very submissive and doesn’t want to burden you with only his complaint. Take responsibility for these customers, inquire deeply about his issue and solve it efficiently.
  2. The aggressive one – This person will confront you over-boldly regarding his issues and his/her behaviour reflects authoritativeness. Be careful not to tackle him/her with the same behaviour. Be polite and pick up his issues. Do not be over-submissive, you (and your team) have worked honestly too.
  3. The extravagant – The customer who will never delay in payments but would want a balancing service provision. It is very important that you categorize these customers separately and cater to their needs despite continuous importuning.
  4. The chronic objector – This customer sets levels for ultimate patience testing. Nothing happens to satisfy him/her. There are two types of customers within this range. One will be complaining at all times but once he achieves his sought goal, he shall be one of your happiest customers and may lead to many referrals. The other will simply complain, he/she has no set objective and will simply point out errors.

Whichever type of customer you are faced with, always remember that he requires a genuine and professional solution from you in the quickest possible timeframe. You need to provide him/her with the same, to keep up your company standards. There are a few points that may be considered to help you with handling your clients.

  • Always acknowledge the complaint before you give an explanation. It gives the customer a positive feedback that you are actually understanding what he/she is going through and therefore will be able to help better.
  • Do not interrupt a customer when he/she is complaining. It further gets away with their mood.
  • If immediate action is not possible for the issue, assure your customer about the timeline that will be required to complete the tasks. Always remember to communicate back to your clients regarding any updates that you have done regarding their complaint.
  • Give them a hypothesis of what actions will be taken with respect to their complains and what will be the results. It gives them the idea of what is to be expected and also shows them that you are well acquainted with your work.
  • You may have erred in your previous tasks; it’s no harm to apologize if your mistake is honest.
  • Time matters. And it matters a lot. Show your customers that you care about their time by quickly acting on their complaints. Never put any customer related tasks for later on. Quicker actions taken on customer complains improve your impression to big heights.
  • Always re-communicate. It shows your customer that you are really paying attention to them and may reduce the chances of any further complains.
  • Keep a record of all complains and actions that have been taken for the same. You can refer back to them if at all needed. These can also be used for reporting purposes.

The key to handling customer complaints is to be liable – focus on the effect, not the cause. Use your customer complaints intelligently for what they are actually meant to be – a pathway to improve your services.

Increasing Mobile Conversions

With the advent of mobile devices, consumers/customers/clients have become more anticipating in terms of time, information and appearance. Studies have revealed that having a mobile responsive website is very far from being enough to generate mobile conversions. There are numerous other factors that are being searched for by your customers. Considering the fact that online mobile traffic is overtaking other sources (since 2014, in which about 52% of the online traffic was through mobile views), it becomes more important for industries to focus on points which improve conversions through mobile gadgets. Product industries have recently faced a significant hike – in December 2016, over $1 billion was spent on retail markets through mobile devices. Such statistics reinforce the importance of brushing and polishing marketing techniques to be slightly more oriented towards the mobile trends. There are a few steps that one can easily employ to gain a better outcome of marketing through mobile devices.

Increase-Mobile-conversation

Less content for relevancy – Mobile sites ought to be to the point. The very fact that someone is using a mobile device to search is that his intention is towards saving time. Distracting a consumer with all your information will simply shun him away from your site. Make sure that while you are reducing your content, the most important stuff is well-shown (preferable without scrolling). Also remember to minimise information to fit into a fixed number of scrolls, unlimited scrolling is the last thing your customers are looking forward to.

Content optimisation – Every microsecond plays a role when it comes to mobile conversions. Your content should not take a long time to load – reduce the numbers of images where necessary, make your images the right size (not too large or too small) and avoid interactive sections of the screen. Statistics show that oversized and under sized images cause noteworthy obstruction among mobile users.

Shopping Optimisation – Big forms and too much information demand may turn down your customers on the very last stage. Just imagine – you have successfully managed to convince your customer by passing through stages such as website optimisation/responsiveness, product or service information/display and brand awareness. An unfriendly shopping form stipulating a whole lot of information simply does away with all your previous efforts. Optimise your shopping experience, make your forms as small as possible, avail your shopping cart easily on the interface to allow for a hassle free experience and provide to save customer information.

Visible Call-to-action buttons – Your call-to-actions should be literally calling out. Do not hide them or make them too small in size. These are the very gateways to final conversions by stimulating a connection between the customer and yourself. Interactives such as “Call us”, “Ask us”, “Save info”, “Quick inquiry” , etc help in accelerating a customer’s buying decision.

No pop-ups! – These are one of the most potential conversion destroyers. A pop-up disrupts a customer’s view of information and interrupts the thought process often resulting in a complete move-away from your website, thus increasing the drop-off rate and might also affect the overall traffic on your site.

Ask for reviews – You may ask for reviews which are only one question long. These could be a star review or a multiple choice question about the service. Do NOT make it longer. Make it smooth enough so that your customer may not hesitate to help you.

The above metrics may be exploited to enhance more swift conversions on the mobile platform. You may visit us at www.bmconsulting.in for further insights.