Essential Feedback and Survey Tools

Use these ‘Voice of the Customer’ Tools to gather qualitative data on your customers Web analytics can provide the what, the when and the how, but struggle to deliver the why and the rationale which explains the numbers from your …..

Use these ‘Voice of the Customer’ Tools to gather qualitative data on your customers

Web analytics can provide the what, the when and the how, but struggle to deliver the why and the rationale which explains the numbers from your analytics tool. ‘Voice of the Customer’ tools can run continuously in the background, be focused on specific pages or be time-based, gathering detailed feedback on barriers to conversion, design issues, user confusion – all useful and actionable insight for marketers.

These tools allow you to go beyond the quantitative insight of analytics tools and provide a deeper layer of site visitor feedback. Tools in this category are growing in popularity and include general website feedback, crowd sourced product opinions and exit survey functionality.

Key things to consider before purchasing and using these tools:

  • Be careful not to request too much data. Just like us, users are put off by surveys that are pages and pages long, feedback forms and exit surveys should be as short as possible to collect the insight you’re wanting to capture.
  • Response rates can be low so bear this in mind if wanting to capture specific insight on a campaign or product (volumes may be an issue). Incentivising responses can help to increase uptake but may also skew the responses to a less representative sample.
  • You may want to experiment with different capture methods, both the way feedback is requested (i.e. on-site pop-ups, vs. tabs vs. email) and the data fields (i.e. drop downs vs. free text fields) used.

Survey Monkey

Survey money is a great option for traditional customer or site visitor research prompted by email or on a website. It’s the best-known survey service, popular thanks to its free option and the paid versions are a modest price. Its simplicity (along with the free option) goes a long way to explaining why it is so popular.

Key features:

  • Skip logic, filters and cross-tabs (paid versions)
  • Range of export options.
  • Local language support

Polldaddy

Polldaddy is a great tool for quickly creating stylish customer or site visitor surveys. We love this tool for quickly creating stylish surveys with a range of questions types. The free version isn’t restricted, apart from the presence of branding. We believe it’s easier to use, is better for more advanced survey options and provides better reports than Typeform. It’s ease of use and style of templates make it stand out from the competition.

Key features:

  • Great drag and drop question editor
  • Range of 19 question types including support for Matrices / Likert questions.
  • Good range of export options including Microsoft Office options.

Typeform

Typeform lets you produce simple, interactive looking surveys. In terms of aesthetics of the finished survey, it’s the best option out there. It’s simplicity of the finished design and quality of its interactions, particularly for mobile devices make it stand out. Typeform is a highly rated new entrant suitable for user-friendly consumer surveys on mobile. It is less suited to research or more complex surveys than the two preceding options in this category.

Key features:

  • No volume restrictions on free version
  • Branded thank you page on paid version
  • Calculation and skip logic on paid versions

Hotjar

Hotjar is an all-in-one analytics and feedback tool helping you to truly understand your web and mobile site visitors. This is a relatively new tool, but we prefer it to some of the existing services since it also enables questions to be asked on some pages for qualitative feedback. Other tools in the category don’t all provide insights from prompting visitors with polls.

Key features:

  • Heatmaps: Visualise your visitors clicks, taps and scrolling behavior.
  • Recordings: Eliminate guesswork with recordings of real visitor behaviour on your site.
  • Polls: Understand what your visitors want and what’s preventing them from achieving it.
  • Funnels & Forms: Find the biggest opportunities for improvement and testing by identifying on which page and at which step most visitors are leaving your site.

Confirmit

Confirmit is an enterprise VoC option for large-scale surveys deployed across multiple segments, product categories, business units or countries. Confirmit covers the range of the Voice of the Customer process, from program definition and design to analysis, reporting, and action management. It is a powerful tool, but expect to pay an enterprise level price for it.

Key Features:

  • VoC programme management Survey
  •  Reporting and workflow management
  • Survey Reporting and workflow management
  • Reporting and workflow management

 

Download resource – Essential Digital Marketing Tools

This free 100+ page guide explains why we have chosen the 5 tools in each category and gives links to all the tools.

Access the Essential Digital Marketing Tools 2017

 

Essential Ecommerce Cart Recovery Tools

Use these cart recovery tools to nudge your customers into converting Cart recovery tools use email and on-site notifications to drive users back into a site (usually the checkout pages) with the aim of driving incremental transactions by reminding customers …..

Use these cart recovery tools to nudge your customers into converting

Cart recovery tools use email and on-site notifications to drive users back into a site (usually the checkout pages) with the aim of driving incremental transactions by reminding customers of the products or services they abandoned.

With initial customer acquisition becoming increasingly expensive, brands have focused their efforts in trying to re-engage and convert those users they’ve already spent money acquiring and/or who have already expressed some level of interest in a product or service. Cart abandonment is the use of remarketing at the closest point to conversion i.e. once a user has added something to their cart but fails to check out. Cart abandonment tools can therefore be an extremely cost effective way of increasing sales, and usually generate great returns on investment. If you are considering investing in a cart recovery tool for your website, here are some of the top providers to consider.

Convert

Key things to consider before purchasing and using these tools:

  • It can be difficult to assess if sales resulting from cart abandonment tools are incremental. Make sure any tests you run can give as clear an indication as possible as to whether you are rescuing sales you would otherwise have lost.
  • Carefully consider the customer contact strategies you have in place to avoid bombarding your hottest leads.
  • Constantly test your cart abandonment program. Results will likely diminish as more time passes since the item(s) were added to a users’ cart. This should be tested along with subject lines, calls to action and email content.
  • Many brands offer an incentive (e.g. a discount) when using these tools to help secure the sale. Be careful with how this is used; can lead to shaping customers’ behaviour (deliberately abandoning a purchase to receive a discount).

Cloud.IQCloud IQ

Cloud.IQ offers a range of marketing apps, helping recover online sales. It’s a tool which is perfectly suited to tackle issues from start-ups right up to the largest of enterprise clients. They have one of the best customer service teams, with 24 hours a day, 7 days a week access to conversion experts, who offer support on anything from remarketing queries to personalization issues.

Key Features

  • Help with setting up and optimising your remarketing campaign
  • No on-going contract or transaction fees
  • Superb customer service
  • Free site audit before upgrading

What makes it stand out?

The main differentiators to other cart recovery platforms, is how they cater for a much wider market, making it suitable for anyone from start-ups to large enterprise clients. On average, users see an increase of 5% on turnover, which can’t be said for all tools!

Salecyclesalecycle

Salecycle provides a range of behavioural marketing solutions. They specialised in personalisation solutions, which deliver on-site remarketing to individual customers. It doesn’t offer as many personalisation features as some of the other providers, and its analytics aren’t as capable as some of the other tools listed here. However if a simple and reasonably priced solution for personalised ecommerce cart recovery is what you want, then it’s the ideal solution for you.

Key features:

  • Personalised on-site remarketing
  • Personalised email remarketing
  • Personalised SMS remarketing

What makes it stand out?

Unlike other solutions, Salecycle focuses on remarketing to make sure you convert as many leads as possible. It offers onsite remarketing, email remarketing and SMS remarketing, which isn’t offered by most other providers.

optileadOptilead

Optilead provides real-time solutions for online cart abandonment recovery. Optilead have become specialists in the fields of Retail, Travel, Insurance, Utility, Telecoms and Financial.

Key features:

  • Activity Tracking
  • Email Integration
  • Lead Scoring
  • Lead Distribution
  • Real Time Delivery
  • Retargetting and Remarketing

What makes it stand out?

By connecting your business to abandoned shoppers instantly, Optilead can make a big difference to recovery conversion rates. This kind of instant connection can be more or less effective than the standard model of delayed reminders, it will depend on your industry, so make sure to research this first.

fresh relevance Fresh Relevance

This service is perhaps better known for its web-based recommendations, but also offers cart and browse abandonment and automated daily emails. It offers integrations into a wide range of Email service providers.

Key features:

  • Unlimited real-time live content
  • Multiple trigger types and testing for better
  • Customer Profiling Made Simple

What makes it standout?

By scraping live web-behavioral data from your eCommerce site, Fresh Relevance are able to create a profile of an online visitor’s recently browsed/ carted items. Where you can then re-market these very items to the customer who hasn’t converted via targeted recovery emails like the one pictured above.

Pure360pure360

Pure360 is a digital marketing suite that allows you to redefine email, create better campaigns, and transform your digital marketing results. Pure360’s email platform is PureResponse and features a relational database, so it can store transactional data for marketers who would like to segment on the basis of individual purchases that a customer may have made. Making it an interesting proposition for those who haven’t found what they’re looking for in the aforementioned tools, due to it’s ability to segment so specifically.

Key features:

  • Build great emails with our drag & drop editor
  • Excellent account management
  • Easily integrate your existing business systems
  • Simple yet powerful reporting suite
  • Automation, personalisation, and targeting tools

What makes it stand out?

Pure360 offers a unique combination of a powerful, data-driven marketing suite and best practice framework, which delivers results across email, mobile, web, and social.

Download resource – Essential Digital Marketing Tools

This free 100+ page guide explains why we have chosen the 5 tools in each category and gives links to all the tools.

Access the Essential Digital Marketing Tools 2017

Machine learning per ottimizzare gli acquisti pubblicitari: IBM porta Watson in Europa

Dopo il successo in USA, è la Gran Bretagna il primo mercato del Vecchio Continente a sfruttare le abilità di intelligenza artificiale del programma per pianificare e acquistare inventory in Programmatic

L’articolo Machine learning per ottimizzare gli acquisti pubblicitari: IBM porta Watson in Europa sembra essere il primo su Engage | News and views sul marketing pubblicitario.

Digital in 2017: in Italia e nel Mondo

“Digital in 2017” è il report di We Are Social e Hootsuite che raccoglie dati e insight relativi allo scenario digital, social e mobile dell’ultimo anno.

The post Digital in 2017: in Italia e nel Mondo appeared first on We Are Social Italia.

Oggi è un giorno importante per la comprensione del comportamento delle persone nello scenario digitale, perché – come ogni anno – è arrivato il giorno in cui pubblichiamo il nostro report: Digital in 2017 è figlio della collaborazione tra We Are Social e Hootsuite, e assume un’importanza ancora maggiore rispetto al passato, visto che oggi più della metà della popolazione mondiale accede regolarmente a internet.

A corredo dei (tantissimi) dati che trovate nel report, ci sono una serie di conclusioni utili per comprendere ancora meglio che implicazioni questi hanno sui business, e sulla società in generale, e sottolineano – ancora una volta – quanto velocemente stia cambiando lo scenario, grazie a un accesso alla rete sempre più diffuso, capace di avere un impatto decisivo sulla vita delle persone.

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Essential Marketing Strategy Models: The Promotion Pyramid

Tool for structuring thinking about one of the crucial 4Ps’ of marketing: Promotion McCarthy’s 4Ps of the Marketing Mix famously highlights 4 of the most crucial elements of marketing strategy: Price, Product, Place and Promotion. There is much discussion of the …..

Tool for structuring thinking about one of the crucial 4Ps’ of marketing: Promotion

McCarthy’s 4Ps of the Marketing Mix famously highlights 4 of the most crucial elements of marketing strategy: Price, Product, Place and Promotion. There is much discussion of the relevance of the 4Ps today which we cover here, but suffice to say we think these are still key strategy considerations for businesses of all scales.

Digital Marketing tactics often focus too narrowly on the ‘Promotional’ part of the 4Ps, as digital marketers have little influence over product development or the pricing strategy.

When thinking about promotion online, digital marketers all too often try to rush into starting campaigns without properly analyzing the merits of different tactics and channels. The resulting approach wastes resources in the long run because the lack of a proper strategy across the whole approach leads to becoming rushed and resources are miss-allocated.

One useful tool for thinking about promotion is the ‘The Promotion Pyramid‘ (Evans, 2013), which breaks down promotional techniques across 3 dimensions: cash expense (to external providers), marketing/sales time required (internal staff), and breadth of audience. Different Promotion Pyramids will look different for different industries, but we’ve developed this example of a promotion pyramid which will apply to many types of B2B trade marketing themselves online. Consultants might add a 1 on 1 meeting at the top of the pyramid, and B2B businesses may add industry events in the top half. It’s important to tweak this template to your businesses individual needs where necessary.

The promotion pyramid is useful when considering how to split your digital marketing budget between broad audience advertising, which is efficient in that it uses few internal resources and takes up little sales time, but is expensive, or use sales/marketing time intensive strategies such as blogging, webinars and sales calls which require a far smaller budget, but take up a large amount of internal resources and staff time. This internal staff time obviously also comes at a considerable cost to the business, so it’s important to get the right balance and not over rely on only a few tactics. When developing your budget and strategy for 2017, use this to structure your thinking and consider if you have developed a budget which is utilizing a wide mix of different tactics which can complement each other, or if you are currently overly-focused on just one area of the promotional pyramid.

Click on the image above to see an enlarged version.

 

BMW thinks holograms are the future of interfaces

You can count on BMW to introduce fascinating concepts, and many even make it into production, such as its ConnectedDrive personal assistant app. Others, like the motorcycle that balances itself so well drivers don’t need a helmet, are probably a few years off; Such is the uncertainty of showing off novel automotive designs that technology doesn’t quite support yet. But that isn’t stopping BMW from presenting another fun, who-knows-when-we’ll-get-it tech ditty at the upcoming CES 2017: The HoloActive Touch, a virtual interface for cars.

Per BMW’s description, the interface will let you control car functions with hand gestures and motions, enabling drivers to use "the visible and tangible driver-vehicle interaction familiar from conventional touchscreens." Supposedly, it will project holographic control surfaces upward from the center console at steering-wheel height, allowing the driver to interact with them using their free hand. A camera will track fingertip positions and the system emits a "pulse" when a function is activated.

BMW isn’t saying when the HoloActive Touch could be integrated into its car lines. But it did cite the concepts from CES’ past that it evolved from, like the gesture control at the 2015 show that is now available in both the BMW 7 series and 5 series and the AirTouch that debuted at last year’s. Surely the HoloActive Touch on display at CES 2017 will lend a better idea of how the whole system works before we start worrying about how a holographic system with light feedback might distract drivers far more than help them.

Via: Autoblog

Source: BMW Group