CX Demo

Author: Franz Malten Buemann

  • Third-party privacy risks: how to protect your users’ data

    A network of third-party vendors is essential to the success of a business in today’s global economy. Unfortunately, when organizations overlook the security of the vendors they use, customer data becomes vulnerable—at a time when data breaches are rising and consumer trust is at an all-time low.   A data breach at a third-party vendor can…
    The post Third-party privacy risks: how to protect your users’ data appeared first on Customer Experience Magazine.

  • McKinsey’s latest research finds that a third of UK consumers see a lengthy economic recession 

    Consumer pessimism about the UK’s economic recovery hit an all-time high in April 2022. Nearly 35% of UK consumers say they believe the economy will show regression or fall into a lengthy economic recession. This lack of confidence in the UK’s economic recovery has drastically declined since October 2021 when economic pessimism was at 17%, having further…
    The post <strong>McKinsey’s latest research finds that a third of UK consumers see a lengthy economic recession</strong>  appeared first on Customer Experience Magazine.

  • The progression of the metaverse era: what challenges are social media teams tackling?

    According to the recent Sprout Social’s UK & Ireland Index 2022, 85% of social media marketers anticipate incorporating new technologies like Virtual Reality, the Metaverse, and NFTs into their social media strategy within the next year. Moreover, 30% of marketers believe their brands are already ahead of the curve in incorporating new technologies.   However, consumers are ambivalent…
    The post The progression of the metaverse era: what challenges are social media teams tackling? appeared first on Customer Experience Magazine.

  • UK EXA’22 winners announced: improving the employee experience across the UK

    Last week, HR professionals and enthusiasts alike had an exceptional day. At the live UK Employee Experience Awards TM ’22, the attendees had the opportunity to bear witness to 65 finalists of the programme presenting their top initiatives.  The Awards Finals and Ceremony were held at the Hilton Hotel near the country’s national stadium in the…
    The post UK EXA’22 winners announced: improving the employee experience across the UK appeared first on Customer Experience Magazine.

  • Job interview task, analyze data and create a 30-60-90?

    I’m in the process of interviewing for a Customer Support Manager role, a title I’ve held at my current company for a while now. However, in this interview process I’ve been given a task to do something I’m not familiar with. You are the Customer Support Manager in the US in charge of two teams based in San Francisco and New York, each team has a Team Lead (your direct reports, Name1 and Name2), each TL has five Customer Support agents reporting to them. Based on the mock-up data for Q1 for Customer Support globally attached, create a report and analysis of your teams and proposed actions, feel free to expand as needed, we are looking for analytical, solution-oriented free-thinkers. Create a 30-60-90 strategy to be presented in your final interview (20 mins). Use any tools, resources and formats that you are familiar with for your presentation and report, at COMPANY NAME we use Google Suite (Sheets, Slides and Docs) and Notion mainly but we love to discover new tools and platforms, we favour getting things done over platforms use. Here are the headers of the report w/ data they’ve given to me. I understand the metrics I’m looking at but I’m unsure exactly of what they’re expecting of me. I’ve not had to do something like this at my current job. It’s a small startup though so I’m assuming it’s just not something we’ve implemented yet. Is anyone able to help me out or point me in the right direction? submitted by /u/ComprehensiveDig8 [link] [comments]

  • New and Upcoming Salesforce Certifications for 2022

    If you want to judge how fast the Salesforce ecosystem is growing, look no further than their certification program, which now has 35+ certifications to choose from. In case you missed the news, two new certifications were announced at last month’s Trailblazer DX ‘22 event.… Read More

  • Practicing marketing automation in a sandbox environment

    Hey, does anyone know of an automation software which allows you to practice it in sandbox environment? Something similar to Salesforce’s trailhead practice environment for admins. submitted by /u/4enthusiastia [link] [comments]

  • How to Choose a Salesforce Consulting Partner (New Consulting Marketplace)

    Choosing which System Integrator (SIs) to trust with your Salesforce org is a major undertaking. Also known as Salesforce consultancies, these organizations make up the services arm of Salesforce’s partner network, implementing and optimizing Salesforce for its customers. The Salesforce consultancy landscape is both unique… Read More

  • 50 Video Marketing Statistics to Inform Your 2022 Strategy [New Data]

    As marketers find more innovative ways to attract audiences, video has become a meaningful part of the strategic conversation.
    Video marketing is no longer an “up-and-coming” content strategy. It’s here, and it’s an increasingly powerful way to communicate your brand story, explain your value proposition, and build relationships with your customers and prospects.

    The HubSpot Blog surveyed 550 marketers to learn about the latest video trends. The most recent data shows that video content isn’t just effective — the demand for it is growing at an impressively rapid pace. Here are the key video marketing statistics you should keep in mind to inform your strategy.

    General Video Marketing Stats

    36% of marketers say the primary goal of their company’s video marketing efforts is to increase brand awareness and reach new audiences.
    37% of companies exclusively create video content in-house, 14% rely on an agency, and 49% share a mix of both in-house and agency-created video content.
    69% of marketers say their company owns the production equipment used to create video content.
    The most popular video editing software is Adobe Premiere Pro, which is used by 61% of marketers.
    44% of marketers use an iPhone as their primary camera for video content.
    88% of companies surveyed have a team dedicated to creating video content, and 45% of companies with dedicated video support have a team of two to five people.
    81% of marketers say their primary company has a budget specifically for video marketing, and 52% of marketers said their video marketing budget remained the same for 2022.
    42% of marketers surveyed say creating video content through an outside agency has resulted in better videos.
    69% of marketers claim the biggest benefit of creating video content in-house is having more creative control and flexibility.
    When asked what the biggest benefit of working with an agency to create video content is, 68% of marketers point to higher-quality videos that look more professional.
    77% of marketers say their company uses YouTube to host marketing videos.
    14% of marketers say their company spends between $7,000 to $10,000 to produce a video.
    When asked how long it takes to create a marketing video from start to finish, 30% of marketers say it takes two weeks.
    According to 65% of marketers, production (filming, lighting, and audio) is the most expensive part of the video creation process.
    38% of marketers say pre-production (ideation, writing the script, and casting) is the most time-consuming part of the video creation process.
    74% of companies optimize videos for silent auto-play.
    78% of companies leverage accessibility features in video content. The most common accommodation is video captioning, which is used by 65% of companies.
    31% of brands publish two to four videos per month.
    29% of companies started prioritizing video marketing in 2019.
    When asked what the three biggest challenges are when creating video content, the top responses were lack of time to create video content (39%), difficulty creating an effective video strategy (33%), and inadequate budget to create video content (31%).

    Video Marketing Performance Stats

    According to marketers the top three most important factors for creating effective video content are capturing viewers’ attention in the first few seconds (36%), effectively promoting videos (36%), and keeping videos concise (33%).
    The most effective video promotion strategies according to marketers are promoting videos on social media platforms (63%), adding videos to the company website or blog, optimizing the title and description for SEO, and running paid ads for videos (47%).
    44% of marketers describe creating video content as somewhat easy.
    59% of marketers found video marketing to be somewhat effective for reaching their company’s overall business goals.
    47% of marketers say video marketing is moderately important to the overall marketing strategy at their company.
    55% of marketers claim video marketing has an average ROI, and 41% of marketers report video marketing having a high ROI.
    32% of marketers found the most effective way to generate leads from marketing videos is to place links to landing pages on social media video ads.
    The top metrics marketers use when measuring video content performance are view count (44%), watch time (43%), and engagement (41%).
    36% of marketers say the optimal length of a marketing video is one to three minutes.
    39% of marketers report that short-form videos generate the biggest ROI.
    64% of marketers surveyed claim say the optimal length of a short-form marketing video is 20-60 seconds.
    41% of marketers found the average watch percentage of their short-form videos is between 61-80%.
    26% of marketers say the optimal length of a live video is seven to nine minutes.
    40% of marketers claim the biggest benefit of creating video content is to help customers understand its products and services. 36% of marketers say the biggest benefit of video content is that it gets more engagement than other types of marketing.
    68% of marketers say content showcasing their products and services generates the biggest ROI.
    Per 63% of marketers, content related to cultural moments and news stories generates the most video engagement.
    59% of marketers have created a video that has gone viral.
    According to marketers, the most important factors in creating a viral video are making relatable content (28%), keeping videos short (27%), and capturing viewers’ attention in the first few seconds (26%).
    24% of marketers say funny content is most likely to go viral.

    Social Media Video Marketing Stats

    According to 58% of marketers, short-form videos (such as TikTok, Instagram Reels, and YouTube Shorts), are the main video format they leverage in their roles.
    The top channels for sharing or hosting marketing videos are social media (76%), blog or website (55%), email (44%), and Vimeo (31%).
    67% of marketers say sharing marketing videos on social media (YouTube, Instagram, TikTok) has the biggest ROI.
    The top social media platform for sharing videos is YouTube (70%), followed by Instagram (60%) and TikTok (35%).
    54% of companies plan on increasing their investment in videos for TikTok this year.
    64% of marketers say their company has the highest engagement when sharing marketing videos on Instagram.
    According to marketers, the top social media platforms for generating leads from videos are Instagram (66%) and YouTube (59%).
    56% of brands plan on increasing their investment in videos for Instagram this year.
    When posting marketing videos on social media, 55% of marketers say they leverage a mix of organic and paid content.
    27% of marketers said YouTube is the platform they plan to invest the most in for sharing marketing videos in 2022.
    When comparing the two platforms, 78% of marketers said YouTube was more effective for reaching overall business goals, compared to 8% of marketers who felt Vimeo was more effective for reaching business goals.

    As online platforms and consumer habits trend towards video, brands will need to invest in the medium to keep the attention of audiences and grow their reach.

  • Everything You Need To Know About Google Web Stories

    Google is not a social media channel per se, but one of its features, Google Web Stories, is similar to the stories format that you’d see on popular sites like Instagram.
    It poses a unique opportunity for creators, so read on to learn all about Google Web Stories, what they can do for your business, and how to create them and make an impact.

    Table of Contents:

    What are Google Web Stories?
    Google Web Stories Examples
    How to Make Google Web Stories
    Best Practices for Creating Google Web Stories
    Google Web Stories SEO Checklist

    What are Google Web Stories?
    Google Web Stories are interactive, video-first pieces of content that creators can use to share information with audiences through tappable pages featuring audio, images, and text. The Web Story format was formerly known as AMP Stories.
    Google says that styles that work the best with the format are first-person narratives, evergreen or updating stories, live stories, educational and experiential stories, and quizzes and polls.
    Web Stories appear in standard Google Search results and as carousels in Google Discover, and you can also add them to a newsletter and link to them from your social media accounts. The image below shows a Web Story in Google Discover on the left and Google Search on the right.
    Web Stories are also individual pages on your website, so they can be indexed and surfaced in relevant results. You can feature them as individual pieces of content within your website or embed them like podcast episodes or YouTube videos. The video below from Google for Creators goes into more detail.

    Google Web Stories Format
    Web Stories have three parts: a poster, a cover page, and story pages.
    The poster is the first thing someone sees in your Story, and Google describes it as the packaging. Your cover page is the first page of the content of your story, and story pages are where you begin to tell your story and narrative with video, text, and your preferred assets.

    There is only one poster and cover page per story, but you can have multiple story pages.
    Can you monetize Google Web Stories?
    You can monetize Google Web Stories with AdSense, Ad Manager, and display ads. You can also include affiliate links as attachments or CTAs.

    Google Web Stories Examples
    1. INPUT – Ford’s Mustang Mach-E 1400 Prototype

    Source
    This Web Story begins with what feels like a real-life experience as a car zooms across the screen and speeds across a race track. Ford’s Mustang Mach-E 1400 Prototype is a standout Web Story because of its expert use of video to draw users in.  It embodies the video-first elements Google recommends and continues to be interactive throughout the rest of the piece.
    2. Nylon – 10 Black-Authored Books To Add To Your Summer Reading List

    Source
    Nylon’s 10 Black-Authored Books To Add To Your Summer Reading List Story is an excellent example of expertly using attachments and shoppable links to inspire interaction with viewers and make the user experience seamless. Viewers can tap through and read summaries of each book and, when interested, can click a link to be automatically directed to a site where they can purchase the book.
    3. Vice – The Burger Sisters of Kenya

    Source
    The Burger Sisters of Kenya is a Web Story about two sisters who own a famous burger food truck in Kenya. This Story is a great inspiration as it features a first-person narrative that feels like a conversation, high-quality video and visuals, and it minds accessibility with captions and audio transcriptions.

    How to Make Google Web Stories
    This Google format can bring various benefits to your business, like sharing a unique and engaging brand story with your audience, inspiring engagement with interactive elements, driving traffic to your different channels, and the ability to monetize and generate revenue.
    Let’s go over how to make them.
    1. Storyboard your narrative.
    The first step is to storyboard and draft a narrative. Google created a storyboard script template to use to draft your Web Story narrative.

    Image Source
    2. Choose an editor.
    After you’ve created a final draft, pick the editor you’ll use to create your Story. If you have developer skills, you can follow a tutorial from AMP that will guide you through the process of creating a Story with custom functionality.
    If you don’t have developer skills, you can use one of the recommended no-coding necessary editors.
    If you’re a WordPress user, you can use the Web Stories Plugin.
    Google Web Stories Plugin
    The Web Stories for WordPress plugin, built by Google, will help you easily create and publish your Web Stories on your WordPress site. The editor includes templates, a drag and drop builder, space for custom branded elements, and you can grab existing assets from your WordPress Media Library.

    Image Source
    3. Create your Web Story
    Once you’ve chosen your editor, begin building your Web Story.
    4. Test your web story before publishing.
    The final step is to enable your Web Story on Google, and this requires testing it with various tools.

    Test if it is AMP valid using the AMP test tool or AMP Test Validator.
    Check if your Story can be indexed by Google using the Sitemaps Report and URL Inspection Tool.
    Check if your story renders appropriately for different devices with Chrome Developer Tools.

    To embed a Web Story on your WordPress site, you’d use the Web Stories block. If you’ve created your Web Story with any AMP tools, you’ll receive an embed link that you can paste within your site code.

    Best Practices for Creating Google Web Stories
    Let’s go over some best practices for creating your Web Stories.

    1. Champion video-first storytelling.
    Google meant for Web Stories to be video-first. It favors video over all else but welcomes audio, images, and animations that help you create a narrative. You can include text, but when you use it, aim for less than 280 characters, or approximately 40 to 70 words per page.
    2. Use engaging elements.
    Stories are meant to be interactive and engaging for users, so aim to use interactive elements.
    The best way to do so is to have multiple story pages so you capture viewer attention and get them excited to tap and learn more. You can also include interactive quizzes and polls, CTAs, and links to different pages to increase viewer interaction with your content sources.
    3. Use your brand identity.
    Stories show up in SERPs and Google Discover, so you want to include your unique brand elements, so audiences know it’s you.
    4. Ensure your stories are AMP valid.
    Web Stories run on the AMP framework, so they need to be AMP valid. We recommended various testing tools above, so make sure to use them throughout your process to ensure your Stories can appear on the web.
    5. Make your Web Stories accessible.
    Although you want to champion visual storytelling, your Web Stories also need to be accessible. Add alt text to your images, transcribe audio, use subtitles and captions, and add metadata to your Stories to ensure everyone can benefit from them.
    6. Be mindful of Google’s SEO standards.
    As mentioned above, Web Stories are pages on your website. As a result, you want to be mindful of SEO best practices when creating your Web Stories so they can be indexed and ready to appear in SERPs.

    Google Web Stories SEO Checklist
    The same standard SEO best practices apply to Web Stories. If you already have an SEO strategy for your business, reference it throughout your process. However, there are key Web Story SEO factors to be aware of.

    You want to add metadata to all elements of your Web Story, as it will speak directly to search engines and discover features that want to learn what’s in them. You can optimize for this by following along with AMP metadata guidelines.
    Your Web Stories are pages on your website, so you want them to be self-canonical. Each of your Stories should have a link rel=“canonical” to itself.
    Story titles should be shorter than 90 characters.
    Add Web Stories to your site map and don’t include noindex attributes. You can check if you’ve been indexed using the Index Coverage Report.
    All Web Stories need AMP structured data.
    All Images need alt text to improve discoverability, and video needs subtitles.

    Over To You
    The story format provides similar benefits on Google as it would on your other channels, so it’s worth considering. If you’re ready to use the feature, leverage the instructions on this list to begin creating a unique, interactive piece of content that is sure to delight your audience.