Author: Franz Malten Buemann

  • The chief hype officer

    The chief marketing officer at a big company has an impossible job. The typical duration of a CMO is 18 months because once the CEO realizes that hype for money can’t solve their problems, they get restless.

    The problem lies in what people think “marketing” is.

    Marketing isn’t paying for ads, changing the logo or building a social media presence.

    Marketing is product design, customer service, pricing, customer delight and creating and living a remarkable story. Marketing is creating the conditions for the network effect.

    And yet, the typical CMO isn’t in charge of ANY of those things.

    No wonder it’s frustrating. You thought you were getting a marketer, but all you did was hire someone to make a commotion on social media.

    The words matter. If you are hiring someone to be in charge of promotion, say so. But if you want someone to be in charge of marketing, have them be in charge of all of it. If it touches the market, it’s marketing.

  • This week in CX: Medallia, HubSpot, and Spotify

    Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Medallia’s integration with Salesforce, a new product launch by Forsta and Spotify, and new research from inriver about what really drives customer loyalty in the cost-of-living crisis. Key news Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange. Starting…
    The post This week in CX: Medallia, HubSpot, and Spotify appeared first on Customer Experience Magazine.

  • Automation on acquiring backlinks from highly visited websites

    Hey marketers, I’ve built with my team a backlinking tool, that’s giving you 53 backlinks from high domain authority websites, called startup aggregators. Those websites are gathering startup owners, journalists, potential customers and investors, and you are getting not only backlinks, but also relevant referral traffic from them. Our idea is to provide easier promotion of startups and new businesses, by spreading the word about them, improving their SEO efforts and increasing brand awareness. I came up with this idea, when I was struggling with my first startup, called Eredom. Backlinks were always a pain for me. So, long story short, if you feel like checking it out, you can do it over here https://marketroadie.com/ submitted by /u/CallOfDuty2Fan [link] [comments]

  • Anyone use Knak for Marketo?

    I am looking at this solution to help with a more user friendly way for the team to create email templates and landing pages with out knowing code. Anyone have any experience with using Knak? submitted by /u/Zero7Cool [link] [comments]

  • Why Is Integrated Conversational AI Solution Important for your Customer Experience? ☝🏼

    Today we want to introduce you to the Omnichannel Customer Support approach, where all channels are available to the consumers and they are connected. ​ https://preview.redd.it/zjljepg73gp91.png?width=979&format=png&auto=webp&s=5f0a9da2ec438d2830117eb341468b1af9e6f130 submitted by /u/Marinuch [link] [comments]

  • Top 10 Dreamforce Keynote ’22 Announcements

    The Dreamforce main keynote was delivered with incredible energy. Titled “The Great Reunion”, 40k attendees have been brought together in San Francisco, and 150k expected to stream online. This was the session to frame Salesforce’s big ideas, going into the future – not only featuring… Read More

  • Auction House Giant Improves Call Center CX by Sweating the Details 

    Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks on the planet, the company has been helping people around the world buy and sell with confidence since 1958. The equipment they sell is big, too; the company’s online and onsite auctions deal in equipment used in the construction, farm, forestry, and mining industries. But Ritchie Bros. knows that you don’t get to be such a big deal without paying attention to the details. And that includes prioritizing excellent customer service in the contact center.  
    The 43 agents working at Ritchie Bros.’ contact center are busy! They help over 33,000 customers every month, fielding huge surges of inbound calls during live auctions. Weekly call spikes are a regular occurrence, particularly on days when they host featured auctions. 
    Call Volume Surges Impact Call Center KPIs
    Over time, the company noticed that call volume surges were increasing customers’ hold times. Abandonment Rates were rising, affecting the call center’s Answer Rate. The overall agent experience was impacted by the pressure and there was concern the customer experience could be affected, too. As a company that deeply values excellent customer service, Ritchie Bros. knew it needed a solution.    
    Part of the company’s longevity and ongoing success is the precision of its internal processes and ability to pivot to tech-enabled solutions. Ritchie Bros. was looking for a scalable solution that would improve both the customer experience and the experiences of the agents serving them. That’s why it chose Fonolo.  
    Voice Call-Backs Improve CX and other Metrics
     Fonolo helped Ritchie Bros. lower its Average Hold Time, and improve its Answer Rate and CSat scores. 

    DaRon Lawrence, a 6-year veteran at Ritchie Bros., and Manager of Post-Sale Support and Customer Asset Management, observed first-hand how Fonolo Voice Call-Backs and the analytics-rich Fonolo Portal helped solve the challenges in his company’s contact center. 
    We asked DaRon to share some of the details of the Ritchie Bros. experience with Fonolo that helped make this a Success Story.  
     
    What problem was Ritchie Bros. looking to solve in the contact center?   
    “The number one thing we’re concerned about is answering customer calls and avoiding long wait times, which we have been able to do by adding Fonolo.” 
    What are some of the key metrics Fonolo has helped improve?  
    “After offering call-backs, our Agent Success Rate is now very high. This is a metric I look at; our director looks at, and our entire team looks at.” 
    Are Fonolo Voice Call-Backs and the Fonolo Portal easy to use?  
    “The solution and the dashboard were very easy to learn and use. We even had our own agents training other teams on the platform, because they very quickly became internal experts with the tool. It was that easy to navigate.”  
    How often do you refer to the Fonolo Portal?  
     “I keep the portal up all day and hover through it once or twice, just to track what is going on. If I note any issues on the dashboard, I can then follow up with our supervisory team and ask them to investigate.”   
    What kind of feedback have you had since implementing these solutions?   
     “Most of the commentary we have about Fonolo came from internal customers. To date, our team has received very high reviews, noting the easy customer experience thanks to some of the features that we received from Fonolo.”   
    Would you recommend Fonolo? 
    “If your hold times, answer rates, and customer satisfaction scores are low, I would recommend Fonolo. One thing that it will address right away—and positively impact—is the customer’s experience.”  The post Auction House Giant Improves Call Center CX by Sweating the Details  first appeared on Fonolo.

  • Ask Buffer: How Can You Batch Content for Social Media?

    Question: I have a lot of great ideas, but I find that I don’t have enough time to make all of them come to life. What do you recommend?Creating content can be fun, especially when you have many ideas to work on, but it’s also super time-consuming. There are many workarounds to this, from content repurposing and cross-posting to content batching – the highlight of today’s article.Content batching helps you save time, post consistently, and repurpose your ideas seamlessly across platforms. In this article, we’ll walk through how you can create a system for content batching that lets you execute all your best ideas with enough time to spare.What is content batching?With this strategy, you make content in batches to use for over a long time period. For example, instead of creating a new graphic every time a post is ready to go live, you work on several images several weeks in advance.Content batching is a productivity and planning technique that can help you improve the creation process for you and your business.Benefits of content batchingThe main goal of content batching is to help you stay ahead of the curve so you can focus your energy on other areas of your business. It also helps you:Save time and energyFeel free to take time off whenever you need to because you always have content ready to goCreate a cohesive structure for content publishing. Having content on hand means you have what you need for specific dates/times but can also move around posts if something more time-specific occurs, like a breaking news story or surprise industry update. Boost productivity and consistency while reducing procrastinationFor anyone looking to be more consistent with publishing content, creating content in batches is a great way to do all the hard work in one go, so you have multiple options for future use.Understand your content pillarsContent pillars are the themes or topics used to guide what you post for your brand. A baby clothes brand will post baby and parent-related content, and a logistics company will post transportation and (e)commerce content.Some ways to identify content pillars include:Brand values. If your brand has specific values that can translate into content, these could influence your pillars.Audience interests. What have your customers repeatedly come back to?Analytics. What has historically been very effective regarding content for your brand? Is it a particular topic or content format?An example of a brand that knows its content pillars is Ello Products, which sells reusable food and liquid storage products. Across its social media, the brand publishes content that tends to be centered around these things: sustainability, meal prepping, and customer-driven campaigns. View this post on Instagram A post shared by Ello Products (@elloproducts) @ello_products Who says summer is over? Take your tastebuds to the beach with this Strawberry Paloma recipe ⛱🌊 #drinkrecipe #recipe #drinkideas #cocktail #cocktailidea ♬ original sound – evie Outlining your pillars keeps your evergreen content cohesive so audiences know what to expect outside of time-bound content. You can discover what content pillars will resonate with your audience through a mix of competitor and audience research, as well as experimentation with different options.Experimenting is particularly important because the results from your analytics can help you better determine what your audience connects with and what you should leave behind. Bonus tip: if you use Buffer to schedule content, you can easily track your analytics within your account!Callout: Check out these articles for more advice on understanding and applying your analytics: 1 and 2.Set aside time for brainstorming and planningFor content batching to be effective, you must plan ahead of time. The ideal outcome of batching is to help you be productive while reducing procrastination, which means you must put in a lot of initial effort for the eventual outcome.If you’re looking for ideas for content to create, here are some of our suggestions.Brand pillarsHolidays – just pick what fits your brand and create your content ahead of time:User-generated content – can function as a consistent flywheel of batched content while also improving your community engagement.Blog contentCompany updates and campaignsCallout: Check out this and this article for more content ideas.Case Study: The Cosmic LatteThe Cosmic Latte is an account that provides its audience with content meant to educate and entertain about astrology. When visiting their account, their audience can expect to see content around relevant topics like horoscopes or customer testimonials. @thecosmiclatte.com link in bio to sign up for emails 💌Sunday’s Cancer moon, I’m taking a bath, saging my space, and spending a cozy evening alone ☁️💧#moontransits #moonsigns #cancermoon #piscesmoon #taurusmoon #astrologyforecasts #astrologytransits #astrologyfyp #spiritualitytiktok #astrologytiktok ♬ original sound – thecosmiclatte View this post on Instagram A post shared by The Cosmic Latte (@thecosmiclatte_) This is a great example because, with astrology-focused content, you can plan farther ahead. After all, the information is based on predictions that can be interpreted for different audiences. As long as the creator keeps track of what’s up next, whether that’s Virgo season or a full moon, they can stay ahead of the curve and plan content accordingly.Callout: You can use Buffer’s Drafts feature to put down your ideas as they come and expand on them when you’re ready. This way, you don’t spend too much time brainstorming and can dedicate time to the creation process.Batch create the copy and visuals for all your content in one sittingThis is the bulk of the work of batch-creating content for social media, and it relies on proper organization with a content calendar or similar tracking system. At Buffer, we use Notion to keep track of what projects we’re working on, so we always know when a piece of content is meant to be published and can create it ahead of time. This method works for us because we have a clear view of everything we need to get out but can also move things around if we need to.A great way to avoid spending hours in a day creating content is to set aside specific hours in a day or days in a week to work on specific parts of your content that you can do at once. For example, you might spend a few hours on a Monday creating the visual content for your brand, whether that’s product photography or creating images in Canva or Photoshop. Then you can dedicate a Tuesday to drafting the copy that goes along with your imagery and so on.Schedule your contentThe final piece of the puzzle that makes content batching so effective: scheduling.If you’re worried that scheduling ahead of time affects the performance of your posts, fear not! We’ve answered that question, but the short answer is that it doesn’t. If anything, it helps you stay consistent with scheduling so you never have to worry about forgetting to post.And of course, you should use Buffer to schedule your batch-created content – get started here.Use content batching as a way to avoid burnout – not exacerbate itIn other words, don’t put pressure on yourself to post on social media, batched content or not. Life happens, and part of avoiding burnout is understanding that some days, you just won’t be able to get anything up, and that’s okay.Instead of doing hours’ worth of work, bake content batching into your weekly process so you do smaller amounts with the same effect of having content ready ahead of time.

  • Envato Elements for designers

    Envato Elements that lets download millions of Video Templates, WP Themes, Photos, Graphic Templates & More! Deliver better Projects Faster with Ready-to-use Graphic, Web and Video Templates. View Categories. View Pricing. Sign Up For Offers. Subscribe to take advantage of these features: – Having access to millions of creative assets – No cap on downloads – Basic licence for commercial use The subscription can be canceled at any moments ​ Start by clicking on this link: https://1.envato.market/WD5o9e ​ envato elements submitted by /u/AymvnXD [link] [comments]

  • The beef tax

    We’re all paying it, every day.

    In the US, taxpayers subsidize the cattle industry with billions of dollars of tax money each year. Most of that goes to pay for feed crops, but there is also a huge allocation of public land for the grazing of cows. About half the land in the entire country is just for cattle.

    In addition, a significant portion of the climate problem is directly caused by the effects of bovine respiration as well as the clear-cutting of forests for grazing worldwide. It’s like someone is dumping manure on your living room carpet and asking you to pay for it.

    The end result is that whether or not you eat meat, you’re paying for it.

    Beef is more expensive than we realize. And it’s also significantly less convenient than we give it credit for. Climate refugees, storm-damaged assets, the loss of life and homes… these are directly caused by the one billion cows that humans raise each year.

    What would happen if we simply charged a fair price for the beef and milk that people consume?

    The industry has done a great job of persuading people that beef is cheap, convenient, easy, luxurious, wholesome and benign. It’s none of those things.

    I wonder how long it will take us to realize just how much it costs us.