Tag Archives: B2C

06.07.13
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Engaging and Converting the Mobile User

Obviously, mobile web visitors makes up a widely growing base of overall visitors for many websites in many fields. Over the course of the last 12 months or so I started to pay close attention to mobile traffic on my website. I was watching the analytics closely, looking for sources, looking for conversion trends, looking at multi-channel attribution conversion trends, looking at overall conversion. I found nothing too stunning to say the least, except for these things.

1) The traffic looked very similar to traditional, non-mobile traffic. Sources, keywords, channels, landing pages, paths, etc., all very similar.

2) The traffic converted into a lead at approximately 50% the rate of traditional, non-mobile traffic. – WHOA, OPPORTUNITY!!!!

Item number 1 above has much to do with the industry I’m in. I have read reports to the contrary in many fields, but the industry I operate in and the way I choose to acquire my traffic leads to a user with a little more cut and dry purpose.

Item #2 is clearly the piece that grabbed the heck out of my attention and made dig in, much much more. I love discoering new opportunities for more leads, it excites me. Clearly, we could stand to make that number significantly better.

I immediately started my research and reached out to friends who I thought knew a thing or two about mobile marketing. Turns out, mobile marketing is pretty stinkin new in the grand scheme of all things marketing channel related. There aren’t many that know a whole lot about it. A friend of mine from college, however, is an expert in the field, and a bit of a thought leader in the space. In fact, he was one of the creators of Google’s Mobile Marketing Playbook, his name is Mark Hendrix. Mark was extremely helpful [Thanks man!].

Through my research I found many things that looked similar but different about the user interface and conversion strategy.  The mobile user needs different mechanisms laid out slightly differently with different methods of access than the traditional user. Creating the user interface on the mobile side of your site requires you to segment the mobile users even further than norm. Obviously, I can’t get too in depth about this because my competitors may be reading, but engaging the mobile user requires more than just a mobile responsive website (some people choose the mobile subdomain for their website, that’s way lame these days).

Engaging the Mobile User
– Take a brand first and foremost approach.
– Engage with calls to action / lead gen assets that are more comfortable in a mobile environment.
– Tell the mobile user more with easy access videos that define your product and your brand.
– Reduce copy on the mobile side that appears on the desktop side.
– Make related blog posts more accessible and make sharing via mobile device front and center (especially Twitter).
– Make following your Twitter (the most mobile friendly major social platform) account way easier!

Converting the Mobile User
– Reconsider your lead gen assets conversion approach (I basically took a whole new, internal, simplified approach and am rolling it out to both mobile and non-mobile visitors). Since the mobile user is much more likely to be turned away by multi-step conversion mechanisms, simplify the process, remove the opt-in email or off site second steps. Again, you are talking about a new non-traditional approach to conversion on your lead gen assets, it may be more difficult to set up, but worth the conversions.
– Choose lead gen asset / CTA’s that both fit the segment of the viewer based on landing page qualifications and fit your mobile segment. Not all assets will apply in the same manner as they do to non-mobile traffic. Easy targeted white papers, infographics and high value quick download videos are great here.
– Present a lead gen asset / CTA at the start of your landing page and show the simplicity of accessing the asset. Presenting the asset at the start of your content, before the body, makes it more visible to the viewer and is likely the first impression it leaves. Ideally you have a mobile responsive site, so from a cell phone, the content of the landing page is viewed in a singular column (in most cases), give them 1) the header, 2) the lead gen asset and then 3) the body.

Mobile conversion is optimized when you present a clear lead gen asset / call to action immediately in the hot zone without scrolling and  you do so with simplicity. That process is obviously a little more complex for non-mobile traffic, more conversion optimization techniques like trust building etc. can be added to that equation. However, in mobile, you don’t often have that luxury in many cases. If you take that approach, even as the user scrolls, they will know where to find what they want. Since a mobile responsive site pushes everything in one column, your call to action may get lost at the very bottom and that simply won’t cut it (unless you are my competitor).

So there you have it, engage and convert mobile users requires a little different thinking. Until next time!

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05.09.13
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Establishing a Social Selling Role within My Company

I think I am at the crest of something new here. I have scoured the web for job titles, blog posts and anything I could find on companies that have a role specifically designated to social selling. I have found nothing. Social selling is not new by any means, but I am in the process of establishing and training a person in my company designated specifically as a social sales person. The early results are promising and very exciting.

It came to a point where I had someone who I saw was clearly talented at social media. There are certain aspects you look for in someone, you can’t force someone or really even train someone to be great at social media if they don’t have a few certain things about them. So I knew this person could do quite well in the social media marketing capacity in which we already operate. However, we already have the needs covered there. It also just so happened that this person had sales experience, so it made the decision to do this, that much easier.

Social selling is something that many people have been evangelizing about for some time. I have been a proponent of it for a while as well and have lead training sessions with my sales staff on social selling and social prospecting best practices for the past couple of years. I’ve come to believe in it so much that I felt like there was a void within our organization. I wanted someone to handle this role and be responsible for the task, full-time.

Again, certain attributes are essential to someone who is going to be highly effective at social media for business. I learned this by watching my social media manager take the role and explode it out to a highly successful marketing channel for us. I also saw a handful of people prior to her not do as well. Our social media marketing has certain goals, which we achieve, pretty easily. I wanted to take most of the same things that made us successful as a marketing team in social media and apply those to this social “selling” role. That’s why those attributes were so important. I was going to put into place a similar strategy, similar tactics and similar tools, with some slight variations.

With this new social selling role, I defined a daily, weekly and monthly plan, most of which is more closely related to marketing than to a traditional sales role. Without a doubt, I consider this person in the role a marketer over a salesperson. Daily, weekly and monthly sales objectives and daily, weekly and monthly marketing objectives, clearly defined and the plan laid out. Marketing makes up 80% of the role, sales is 20%.

The results have been strong so far, I firmly believe that I have the right person in place to make this go very, very well. Fortunately, a few years of B2B and B2C social media marketing trial, error, failure and success has given me the ability to put the tools in place that will help make this person successful and will help this person to realistically hit the daily, weekly and monthly tasks we have identified. I think we have the right strategy, the right tactics and achievable goals. Let’s see how it goes!