Author: Franz Malten Buemann

  • Top 6 Video Marketing Metrics Your Boss Actually Cares About

    Conventional wisdom tells us that views, especially three-seconds ones, are a vanity metric. But Facebook tracks them for a good reason.
    In 2016, they analyzed their users’ video consumption data and discovered that 45% of people who watch the first three seconds of a video will keep watching it for at least 30 seconds.

    Facebook’s study suggests that views are a good indicator of how well your video’s hook performed. But view count, as a metric, also has drawbacks, like not being able to tell you who your audience is or whether your video resonates with them.
    That’s why we created this list of video marketing metrics that shed light on the things your boss actually cares about — like how much your audience engages with your video, conversion rates, and how video affects your website’s performance.

    Which Metrics are Brands Tracking?
    We surveyed over 500 global video marketers to find out what metrics they believe are important in measuring a video’s success. Each respondent could select more than once answer, and in our survey we found the following metrics were mentioned as being important:

    Engagement (60%)
    Conversion rate (56%)
    View count (53%)
    Click-through rate (52%)
    Follower/subscriber growth (52%)
    Average view duration (50%)

    1. Engagement
    Engagement is one of the most important factors in boosting your video’s organic reach — if a video resonates well with part of your audience, then it’ll likely resonate with the rest of it
    Engagement provides marketers with valuable qualitative data too. Comments can show you the emotional effect your video had on your viewers. Do they seem inspired? Or are they angry you covered a controversial topic? This data can help you decide which video topics to focus on in the future.
    Social shares can paint a clearer picture of your audience’s brand affinity and loyalty. This metric measures how much your audience values your content and brand. It also builds your brand’s credibility. Since people share content that confirms their ideal self-persona, people who share your video are willing to show their community that they trust and support your brand.
    Social sharing is also one of the best forms of word-of-mouth marketing.
    2. Conversion Rate
    Your video’s conversion rate measures how well your video persuaded viewers to convert into a lead or a customer. You should test whether videos increase or decrease your landing or product pages’ conversion rates. If they do, this means video does a better job of conveying information and evoking excitement in your prospects than text does.
    3. View Count
    One would think that a view is counted anytime your video is watched on any device, but different platforms have different ways of measuring view counts. For example, YouTube counts a view if the platform confirms the video was played by a human on one device.
    This means someone can’t refresh their page multiple times to raise their view count.
    On TikTok, however, the moment your video starts to play, it’s counted as a view. No confirmation necessary.
    38% video marketers reported their video content averages under 10,000 views, while 16% said their videos average under 1,000 views —according to our survey. We also found 84% average under 100,000 views per video.
    4. Click-Through Rate
    Click-through rate measures how well your video encourages viewers to take a desired action. If your CTR is low, consider altering the placement of your call-to-action in your video. Audience retention graphs show that most people don’t watch videos all the way through, so you could place your CTA at the beginning or middle of your video. Or you could also make your video more engaging so more viewers reach the CTA at the end of your video.
    Leaving your CTA at the end could produce more clicks than moving it to the middle or beginning because viewers who watch your video all the way through are more likely to take action than someone who just clicked play.
    5. Follower/Subscriber Growth
    Follower/subscriber growth can be an excellent measure of a video’s performance because it shows that your video is reaching new audiences and attracting people to your brand. You can also see what kind of audience your video attracts, which can help you create a buyer persona and create more quality content that is tailored to your audience.
    6. Average view duration
    Average view duration is the total watch time of your video divided by the total number of video plays, including replays. It measures how long your viewers watch your video, on average. Average view duration is a powerful metric because it reveals your audience’s video length preference. For instance, if your 45 second videos keep getting a 30 second average view duration, you might want to cut those videos down by 15 seconds.
    Benchmarks for Video Marketing
    Different kinds of videos have different benchmarks. Here are a few video types and the benchmarks we found associated with them:
    Short-Form Videos
    Short-form videos lead in usage by 58% and have the highest ROI, lead generation, and engagement, according to our survey. With the rise of short-form video tools and platforms like Instagram Reels and TikTok, it’s not surprising short-form videos will be leveraged for the first time more than any format in 2022.
    83% of marketers say the optimal length of a short-form marketing video is under 60 seconds. Our survey also shows 41% of short-form marketing videos have an average watch percentage between 61-80%, and almost half of short-form marketing videos have a CTR between 5-8%.
    Long-form Videos
    A long-form video is any video longer than three minutes. These videos rank second in terms of usage, ROI, lead generation, and engagement. Long-form videos will also be leveraged significantly by marketers for the first time in 2022 and are expected to see an increase in investment.
    We found the optimal length for a long-form marketing video is three to six minutes. Our survey also showed 38% of long-form marketing videos have an average watch percentage between 41-60%, and 57% of long-form marketing videos have a CTR between 5-8%.
    Live Video and Live Streams
    35% of marketers plan to leverage live videos/live streams for the first time in 2022, and the optimal length of a live video/live stream is between four and nine minutes, according to 51% of video marketers. We also found 39% of live videos/live streams have an average watch percentage of 41-60%.
    As video-sharing platforms see a surge in popularity, video marketing is only going to become more important to your brand’s success. Now that you know the metrics that most marketers — including your competitors — are measuring, you’ll be able to make sound decisions for your next video-marketing campaign.

     

  • 5 Skills You Should Leave Leadership Training With

    ​​Are you an experienced leader looking to brush up on your skills? Or maybe you’re brand new in this space and want to gain the tools to help you succeed.

    In this article, you’ll discover the key leadership skills you should leave leadership training with along with the benefits of taking a leadership training course.

    Why leadership training is important?
    Leadership training is valuable to anyone who currently or aspires to hold a supervisorial role. The qualities needed to succeed in a leadership role don’t just appear once you’ve been assigned the role. In fact, you should be exhibiting these qualities long before you step into it.
    This is why taking a leadership training course can be valuable, even if you don’t oversee any direct reports.
    For fresh managers, it’s an incredibly valuable resource that will arm them with the tools and strategies needed to motivate and inspire their teams. Leadership training is also a good setting for new leaders to discover leadership styles and determine which one fits best for them.
    For experienced leaders, it’s an opportunity to learn new tactics that will help them improve their leadership style. For instance, psychological safety has been prioritized by many companies within the last few years, much more than before.
    As such, it’s a big part of many leadership training courses available out there today.
    Leaders also have an ethical responsibility to stay on top of their game. How can you expect the best from your team if you don’t also push to be the best version of yourself?
    What are the benefits of leadership training?
    At this point, you know why leadership training is valuable in a general sense. If you’re wondering what are some key benefits for you specifically, here are a few:

    You’ll have access to new techniques and skills.
    You’ll identify or refine your management style.
    You’ll gain more confidence in your leadership ability.
    You’ll develop a stronger understanding of what makes a successful leader.
    You’ll get ahead of common mistakes made by leaders.

    What to Expect from Leadership Training
    1. Improving your communication.
    One of the first things you should expect to learn in leadership training is how to effectively communicate with your team. Effective communication build trust and rapport while poor communication creates tension and discord.
    Communication is fluid – it can take place in many different ways, formats, and styles. This is what makes it such a complex topic that is never fully exhausted.
    Leadership training will teach you how to:

    Create an environment that facilitates communication among your team.
    Identify your direct reports’ communication styles and how to respond accordingly.
    Be transparent with your team without divulging too much information.

    And that’s just to name a few. As far as communication goes, it’s one aspect of leadership you can always gain new insights on.
    2. Identifying or improving your leadership style.
    How would you define yourself as a leader? Are you a commander or visionary? Are you a servant or a coach?
    Every leader you ask will likely offer a different answer. That’s because there isn’t one approach to leadership. Every style can work in a specific environment with a specific group.
    The earlier you identify your leadership style, the earlier you can start to refine it and discover how to build on it for the success of your team.
    3. Building psychological safety.
    One of the most important aspects of being a successful leader is creating a safe and positive work environment for your team – this is known as psychological safety.
    There are four pillars of psychological safety:

    Safe to be yourself
    Safe to learn
    Safe to contribute
    Safe to challenge

    A psychologically safe workplace is one where employees can bring their full selves to work, feel welcomed to share ideas, and challenge the status quo.
    In addition, research has shown that when an organization welcomes diversity in thought, the company performs better. So, creating this environment is not only key to employee satisfaction but also contributes to the growth of the company.
    4. Navigating difficult conversations.
    One of the hardest things about being a leader is having tough conversations with your team members. These conversations can be difficult because they often involve conflict or criticism.
    However, you can’t exactly avoid them.
    Leadership training will give you the resources to navigate these conversations and lead to positive outcomes. A key part of this is by nurturing empathy and emotional intelligence to identify the root of certain issues and address them before they progress.
    5. Managing Conflict.
    Conflict is a natural part of any working relationship.
    However, it is important to learn how to manage conflict effectively in order to maintain a positive and productive work environment. This can look like setting boundaries, mediating disputes, and more.
    Leadership training will teach you how to do just that.
    To recap, you should leave your leadership training with improved communication skills, better conflict management skills, greater creativity, and enhanced problem-solving abilities.
    Even if you’ve taken one before, you’re sure to come out the other side with a fresh outlook on what it means to be a leader.

  • Join a conversation on winning CX strategies with Reputation, Greene King, and Ipsos

    The CXM team are glad to announce that we will be hosting an innovative, exciting new webinar in partnership with Greene King, Ipsos and Reputation. This dynamic virtual event will explore the importance of Online Reputation Management and Customer Experience strategies.   On June 21st, 2pm BST, you will have the chance to hear these insightful…
    The post Join a conversation on winning CX strategies with Reputation, Greene King, and Ipsos appeared first on Customer Experience Magazine.

  • SAP Business One for Retail Industry – SAP B1 Retail Solution for Small to Mid-size Business

    ​ https://preview.redd.it/a7lv5xf6i6491.jpg?width=3556&format=pjpg&auto=webp&s=6a5fd90da90030e97021762b669984e53a7bc7a2 SAP Business One ERP for Retail can help you start or enhance your retail digital transformation – no matter where you are in your journey. If you have yet to move to cloud ERP, you can get started with SAP B1 for Retail. It‘s time to go digital if you already have cloud ERP – from SAP or any other vendor – you can enhance your retail capabilities with our industry cloud solutions. SAP Business One for Retail is used by prominent retailers to manage their entire business most importantly point of sales (POS) insights. POS solution has built-in flexibility to offer single or multi-site and single or multi-terminal capability and all retail operations. SAP Business One Retail has several other key features that will streamline your business and keep your competitors on their toes. SAP Inventory Management is an optimal solution for SMBs to carry out their end-to-end business solutions. SAP B1 has utmost efficiency by controlling financial and supply chain cycles at any time. Following functions are covered in Retail business by SAP Business One Solution: ​ • Opportunity to Cash • Assets Management • Inventory Management • Customer Relationship Management • Business Partner [OEM and Supplier] Management • Financing and Accounting: Profitability Optimization • Marketing, Sales and Service Support • E-commerce Management SAP Business One is a unique and powerful ERP solution to manage your entire business, developed especially to fulfill the industry-specific requirements of SMEs. The software supports customization to extreme levels like, you can speed transactions and improve visibility into cash flow. It automates everyday accounting tasks by integrating financial operations in real-time with other business processes, such as purchasing, sales, maintaining ledger and journal entries, supporting tax calculations, enabling multicurrency transactions, and much more. With SAP Business One ERP Solution you can conduct all your banking activities – including processing bank statements and payments, as well as reconciling accounts and managing your entire business operation from a single platform. ITOSS Solutions provides end-to-end detailing, implementation, and support for the SAP® Business One® ERP Solution, the affordable ERP, which is fully capable of addressing current as well as future requirements of business process automation – digital transformation. ITOSS Solutions is a rapidly growing Information Technology-driven Best SAP Business One Partner in Delhi (NCR), offering business solutions to clients spanning a range of industry verticals including Machinery & Equipment, Manufacturing, Retail, Dairy Industry, Automotive, Hi-Tech Industries, Pharmaceuticals, Insurance, Education, Legal Services, Electricity Utility, Trading, and others. ITOSS Solutions is an SAP Awarded best in class partner for SAP B1 implementation based in Delhi (NCR), successfully supporting customers all over India. submitted by /u/Select_Fly6327 [link] [comments]

  • How to Set Team Customer Service Goals

    Setting goals with your contact center agents will support your most important profit driver: your customer base.
    Finance-focused CFO might see customer service as separate from the company’s financial goals. But that’s not true: they’re connected.
    This article will cover the importance of customer service goals and how it’s vital to include agents in the strategy and some examples.
    Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved
    Here’s the thing: you can’t improve customer satisfaction without customer service goals.
    And you can’t meet call center goals without your customer service team (call center agents). Here are a few reasons why customer service goals are vital for your contact center.
    Agent Engagement and Motivation
    You don’t need us to tell you that call centers have the highest turnover rates. But what if we told you that customer service goals engage agents more than lunchtime pizza or the odd work event?
    How to Effectively Set Goals with Your Call Center Team

    Employees need to feel like they’re making a difference and working towards something tangible to feel accomplished. Job satisfaction plummets without that sense of accomplishment, and you’re left scrambling for new hires.
    Your agents should have clear, measurable customer service goals to work towards something grander than the daily calls.
    Contact Center Performance:
    Do you regularly measure KPIs? Keep track of customer satisfaction and measure revenue over time? These are a couple of tools that call center leaders use to measure performance. But contact center performance is directly linked to customer satisfaction — and you can’t sustain that without customer service goals.
    Customer Loyalty and Retention
    Customer service goals include expanding your reach. However, they should also focus on customer retention. Why? Because retaining customers by an extra 5% improves profits by 25%-95%. It’s easier to sell a new product to someone who has already purchased from you and trusts your brand – customer service goals help you maximize that.
    PS: If you want to retain more customers, give them autonomy in their customer experience with Fonolo’s Voice Call-Backs!

    FACT:
    Companies that heighten customer retention by 5% can improve profits by 25%-95%.

    Example of a Successful Company with Customer Service Goals
    Don’t just take our word for it. Thousands of companies worldwide experience excellent publicity, improved profits, and loyal customers through customer service goals.
    Let’s look at one noteworthy example: the Ritz-Carlton.
    Can you think of a better customer experience than the Ritz? That’s because they aim for a 5-star customer service experience every time. The Ritz propels their customer service goals by giving employees autonomy to personalize and enlighten every customer experience with the $2,000 rule.
    See the Winners of Fonolo’s 2022 CX Excellence Awards

    This means every staff member has the clearance to spend $2,000 on a guest to encourage them to come back to the Ritz every time.
    But the $2,000 isn’t the important part. The idea is to give your agents enough autonomy to find ways to meet customer service goals.
    How to Include Contact Center Agents in Customer Service Goals
    You can have as many customer service goals as you’d like for your call center. But if you don’t include your agents in the plan, you’ll never reach them. Here are a few ways to involve your agents when setting a goal for your call center.
    1. Garner employee feedback on:

    Biggest barriers to customer service
    Common customer complaints
    Things that impress customers

    2. Discuss customer service goals at:

    Team meetings
    Individual agent meetings
    Performance reviews
    Public displays in the call center

    3. Review customer service goals as a team
    Have your contact center agents review and provide feedback on the goals.
    4. Makes sure your goals are S.M.A.R.T.
    Ensure proposed customer service goals are SMART (specific, measurable, attainable, relevant, and time-bound) and check with your agents.

    TIP:
    The best technology adapts to your goals. Fonolo’s Visual IVR is 100% customizable — you can tailor call-back times to your business hours and switch languages based on your customer base.

    Examples of Strong Customer Service Goals for Call Center Agents
    Ready to put your customer service strategy into actionable goals? Check out these excellent goal examples to get you started with some proposed strategies.
    Improve FCR for all messaging inquiries by 50% by the end of December 2022

    Regularly measure KPIs
    Assess workforce management to ensure experienced team members are available during peak times

    Reduce abandonment rate by 30% for all agents by January 2023

    Hire more staff to meet peak volumes
    Update technology and provide more communication channels with Fonolo’s Visual IVR
    Retain more agents to meet call volumes through flex work and benefits

    Improve net promoter score (NPS) by 20% by June 2023

    Give experienced agents the authority to grant solutions that may require extra time for approval.
    Remind agents of the importance of tone of voice and host more training sessions

     The post How to Set Team Customer Service Goals first appeared on Fonolo.

  • 6 Ways To Get LinkedIn Premium Free [+ How To Get A Discount]

    Hi everyone! LinkedIn really goes far and beyond to give back to the community, and one of the ways they do this is by offering LinkedIn Premium subscriptions free of charge. That said, I wanted to share with you 6 different ways you can use LinkedIn Premium subscriptions for free. We’ve even thrown in a way to get a discount and a special bonus to surprise sales folks. 6 Ways To Get LinkedIn Premium Free [+ How To Get A Discount] submitted by /u/Kristina-Sky [link] [comments]

  • Winners announced for Turkey CXA’22: setting the example for all

    The second edition of the Turkey Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme.  It was a successful year for leading companies in Turkey, with the best of the best being shortlisted for the finals. Top companies and organisations from Turkey have participated in this premium programme, competing for…
    The post Winners announced for Turkey CXA’22: setting the example for all appeared first on Customer Experience Magazine.

  • Paying extra

    For six years, if you wanted an electric car, you’d need to pay extra. It cost more than the regular kind.

    Of course, if you decided to buy one, you weren’t paying extra. You were buying sustainability, community awareness, cachet, status, safety, quiet and the feeling of being an early adopter.

    People never pay extra.

    They buy something they want at a price that feels fair to them.

    In the next few years, electric cars are actually going to be cheaper than their more-polluting brethren. And that means that anyone who wants to charge a premium is going to have to offer quality, service, design and a feeling that it’s worth whatever is being charged.

    It’s very difficult to make a living selling something that doesn’t, by some apparent measure, cost extra.

    The hard work is in keeping the promise that your extra isn’t extra at all.

  • UX And Its Impact on SEO: 8 Tips For Improving SEO Rankings

    If you’re managing a website for any SMB company, you’re wearing many hats. You could be doing some design one day, checking blogs, or reading copy the next, and you may have to dive into some JavaScript at any time. Two of the problems you always have to keep an eye on are user experience…
    The post UX And Its Impact on SEO: 8 Tips For Improving SEO Rankings appeared first on Benchmark Email.

  • Career move from MarTech to Customer Experience?

    TLDR: Want to make a career switch. For the last 5yrs have been working mainly around onboarding Marketing team to Marketing Technology and providing consulting to help them create automated customer Journeys in tools like (SFMC, Marketo) and helping them understand Data structures between CRM and analytics etc. I’ve been like a middle person who join the gaps for the marketing and IT teams. I want to grow into the person who designs the omni-chanel customer journey/experience based on insights (analytics/best practice/brand goal). Which is the best customer experience course/experience which will show I have what it takes to make this career move? (CXPA/Forrester/ CX University /anything else) I will be on a sabbatical for 6 months, I want to know how I should best utilise this time ( study or find job in customer experience – What skills do I need?) Original Post : I want to make a career switch. I have an MBA in Marketing so I have some idea about Marketing Basics, but my job for the last 5yrs has been mainly around onboarding Marketing team to Marketing Technology and providing consulting to help them create automated customer Journeys in tools like (SFMC, Marketo) and helping them understand Data structures between CRM and analytics etc. I’ve been like a middle person who join the gaps for the marketing teams. I am technically sound (both technologically API, HTML, Data models etc. and marketing – Brand Plans, Channel-mix etc.), but my interest lies in customer experience. As Digital Marketing grew, I felt I needed to know technology so that I can make the most of it as a marketer. Now I have enough knowledge about Email/Web/CRM/Social. It’s a growing field so I’ll have to keep growing from tech perspective, but I really really need to learn more from the customer experience side. ( According to me Marketing and Customer Experience are 70% same thing- I might be wrong please correct me) I want to help businesses handle customers better and bring in more customer loyalty. (Throught better customer experience and more targeted marketing campaigns ). I want to drive customer excellence. I will be on a sabbatical for 6 months (will be focusing on my health and marriage and career direction), I want to know how I should best utilise this time. Currently, I work for a consulting firm so I’m flagged as a MarTech consultant. I cannot move departments at the moment, so I’ll be quitting in a few months anyway. submitted by /u/Realistic-Doughnut55 [link] [comments]