Saturday

Is it really viral ?

virtual bartender - a truly successful viral campaign
marketing technology
Viral now seems to form the part of most youth culture marketing campaigns. Does using the power of Word Of Mouth and giving tools for passing content on to others mean huge audiences and exposure?

No

It seems very little is actually very ‘ viral ‘ and many still require traditional methods of ‘ mass ‘ to achieve the desired goals.


Very little is actually viral

In the viral marketing world the success of a campaign is measured by it’s reproduction rate or ‘R’ rating.

An ‘R’ rating of 1 implies that a person who receives the message, will pass this onto more than one person.

With an R rating of 1 and above the pass on rate reaches a tipping point, it exponentially grows creating an epidemic – a virus effect.

An R rating of less than 1 means they eventually die out as the pass on rate becomes less and less each time.

There are a number of factors that can affect your R rating

Why

Why should I pass on this pretty crappy commercial to my friends is the first hurdle, a hurdle that can be jumped with the use of good quality and engaging content.

Relevance’s role is key in the final outcome – the purchase, it also plays a part in the success of pass on. However there are other considerations above this.

Incentives using donation schemes for publicly supported causes can also assist in the pass on rate of the content – although this should be complimentary and not the key driver.

An example of this was seen in a campaign run by Oxygen Network which used Katrina donations – achieving a ‘ R ‘ rating of 0.769 . While one of the highest pass on ratings recorded it still meant the campaign eventually would die out .

Who you are

Another big factor in driving the ‘ R ‘ rating can also depend on the peer standing and influence of those involved. Identifying key influencers in the outset will only improve the seeding.

Stories

Alternate reality games ( ARG ) while not having the reach that TV / radio engage people for long periods of time.

A recent ARG which supported the release of the film A.I attracted around three million participants over a twelve week period, 50% of the new participants were female.
Using techniques such as rabbit holes which are in effect the first website or entrance to a larger more complex ‘ warren ‘ has been a successful way of leading users into a more complex engagement.


It seems people are willing to accept all the events to be authentic within these stories, to actually park preconceptions and bias until the ending.

This parking gives rise to opportunities for marketers, however be warned this should not be abused. This large investment of time and effort these people undertake, it would be unwise to totally cheat these groups with some form of shallow ultimate message.


In summary
  • Engage
  • Identify key people and peer groups
  • Quality of content
  • Tell a story
  • Provide tools to assist pass-on
  • Reward
On R Ratings

For a campaign exhibited a reproduction rate of 0.5, meaning that each generation is half the size of the previous one, then an initial seed of 10,000 people would pass it to 5,000 new recipients, and those 5,000 would pass it to a further 2,500, and so on, eventually reaching a total of 20,000 people— twice the number that would have been reached by the traditional campaign.

Sources :

Alternate Reality: The New Frontier
Viral Marketing for the Real World – Harvard Business review

Monday

Are you being heard ?

marketing technology, e-newle Are retailers really listening ?

Two interesting studies I have come across that highlight the place of technology in the relationship between organisations and the customer.

The first polled over 1,000 people to gain their opinion on how technology affects their dealings with organisations, the other a poll of over 100 top online retailers which involved signing up and analyzing their e-news letters.

While positive’s are within the reports the overall picture is not particularly favourable

First impressions count – e-newsletters

Within the online world there is an expectation of timeliness to communications and fulfilment, delay in these aspects can only damage perception and customer loyalty – with differentiation of products and services becoming less obvious this is one key element companies must use marketing technology to excel in.

Of the 118 retailers whose e-newsletters were subscribed


  • 20% took more than 30 days to deliver their first regular email or failed to deliver at all.

  • 30% didn’t deliver their first regular email within 14 days two weeks of the subscription date.

Consider this : the Spamming act ( excerpt ): The spam act - Any opt-out mechanism you offer must be able to process opt-out requests for at least 30 days after you send your commercial email. When you receive an opt-out request, the law gives you 10 business days to stop sending email to the requestor's email address.

The report points outlines the 10 days un-subscribe limit being reduced, this would impact these organisations and open them to spam reporting and abuse - simply because of their slow time to react and respond.

Frequency and subscription

Negative

Over 93% of the retailers gave no indication of how many emails to actually expect. Setting this level of expectation firstly confirms with the consumer their preferences, also by allowing them to consciously choose and decide you are entering into a dialogue – they will also ‘ expect ‘ and are more likely to read the email once delivered.

Add to this options on the content type and the format by which they wish to receive, you are tailoring the communications to what the customer actually wants, not what your marketing department would like to send.

Positive

The confirmation page is becoming more frequently used, with single email address subscription being asked for initially – further detailed capture of user information is only then being asked for in the confirmation email.

Splitting this into two parts benefits the user in not having to labour over multiple pages in the initial sign up phase. The retailer will undoubtedly have higher response rates and is able over time to slowly request information, using offers and information as reward.

People's view on Technology

There seems to be more examples of how things are done badly in the customer service world than good. Technology is used in many ways to assist our dealings with organisations, but are they really interested in the customer or merely meeting a need which they have to fulfill – begrudgingly.

Presenting first line contact centre’s with relevant information on customers is nothing new, however how this is used, the tone and the type of dialogue during these conversations can make all the difference in maximizing both the satisfaction for the customer and can give increased sales opportunities to the organization.
marketing technology.
It confirms this by highlighting over 60% of people think technology should make communicating with the brand easier and a similar number think they should be instantly known by the company, no matter which division they are dealing with.

However it seems there is a long way to go in achieving this :

Speed matters more to companies than customer service , 78% of consumers believe that companies focus on the speed of transactions rather than customer service and that the technology used is too impersonal.

Perception versus reality ?

Two-thirds of the people we spoke to said they’d regularly encountered difficulties when dealing with a company over the phone when attempting to do something as simple as placing an order or making an inquiry.


  • Over 90% of consumers don’t think that the technology is available to make things easier when dealing with a company over the phone, through the web, on e-mail or even via SMS.

  • Over a third of consumers think the technology to know who they are and what they want,whatever part of the business they deal with, is at least five years away.

Reference

Retail Email Subscription Benchmark Study

'Computer says no': British consumers slam customer service merry-go-round

Wednesday

The importance of Word of Mouth

UK lags behind US in user generated reviews

Recent research shows that there is a huge opportunity for UK based websites who offer ratings and reviews for there products to gain an advantage over their competitors.
marketing technology
In the US three out of four consumers stated it to be extremely or very important to read reviews before making a purchase – in addition to this they also said they prefer peer reviews over expert reviews by a 6-to-1 margin, highlighting the importance of Word of Mouth as a marketing strategy.

blogging
The report shows that in the UK showed that reviews and ratings were important for around 50 per cent of consumers – this would increase should more UK based retailers adopt the strategy.


Peer review

Previously I wrote on the effects of Word of Mouth on product recommendations and also a way of service providers to gain credibility and important peer review portfolio online.

This is especially important as the differentiation between companies becomes less and less - esepcially when your offering is open to price comparison sites.


Differentiation

The timing of the report coincides with WalMart,the worlds biggest retailer announcing the launch of customer ratings and reviews on walmart.com.

It is evident with this there competitors are catching up with the buy low stack it high mentality that has made them the market leader.

This offering now adds additional value to there customer base which is quoted as being over 130 million people, a customer base that is now actively invited to participate offering Walmart a chance to gain valuable insight and extended the relationship beyond the till.

Wall Mart

“The reviews will be available for all products offered on the company's website and will provide consumers a forum for sharing their opinions about a wide variety of consumer packaged goods -- from batteries and dental floss to lip balm and shampoo.

Reviews and ratings is the No. 1 customer-requested feature online at Walmart.com, and we're pleased to offer this service to better help our community of customers shop smart and make informed decisions about the products they purchase both in our Wal-Mart stores and online," said Cathy Halligan, Walmart.com's chief marketing officer.

Wal-Mart introduced a test phase of customer reviews and ratings in June to gauge overall performance and customer feedback which generated favorable results. In fact, customer review submittals more than doubled the company's expectations during the test phase with a significant number of reviews and ratings received in the categories of electronics, home and garden, media, and baby. Also, with today's official launch of the feature, close to 15 percent of items in these favored categories have published reviews.”
Source CNN