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Supply chain resilience lies in advanced technology
The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce presence in a significantly saturated online market. Suppliers don’t want the disruption to negatively impact…
The post Supply chain resilience lies in advanced technology appeared first on Customer Experience Magazine. -
8 Important Notification Queues to Add to Your Email Monitoring Strategy
There are lots of ways you can keep your users and audience engaged. One that has proved to be very successful and an opportunity not to be missed is email marketing. With the number of email users set to rise to 4.3 billion in 2023, there is the potential to reach millions of people almost…
The post 8 Important Notification Queues to Add to Your Email Monitoring Strategy appeared first on Benchmark Email. -
Easily Assess Your Call Center Security with This Handy Checklist
For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. Maintaining a thorough understanding of cybersecurity threats and how to stop cybercriminals in their tracks is key to keeping everyone’s data secure and remaining PCI compliant.
A Complete Guide to Call Center Security
Developing a successful call center security strategy isn’t a fast and easy process. It takes time to learn your company’s security strengths and weaknesses and the best methods of protection against the threats contact centers face. But fear not: we have your back with our simple yet comprehensive Call Center Security Checklist. Download it now to see how many essential security measures you have in place—it’ll help you identify key security requirements you’re missing so you can tighten up your tech, training, and procedures.
How to Use the Call Center Security Checklist
We’ve divided the Checklist into these 3 sections for clarity:On-Site Protection – These are security measures that must be taken in-office to help prevent external threats.
Software and Technology – Ensure your IT team is taking care of these tech security measures.
Procedures, Plans, and Training – Sometimes data breaches happen. These security measures ensure you’re ready in case of a cyberattack and train employees how to help prevent sensitive data from being compromised. To complete the Checklist, simply tick Yes or No depending on whether your contact center is using the security measure in question. If the answer is Yes, then you’re doing a great job in this area. If the answer is No, changing that check-mark to a Yes is your next step.Note: you may need some help from your IT team to finish off this checklist. Always remember that a strong call center security strategy takes persistent dedication. Even if you’ve checked off every security measure on the list, the work is far from done. Though the Checklist is a helpful tool to ensure you’re headed in the right direction, ongoing updates, refreshes, penetration testing, and training are all essential to the protection of customer data and other sensitive information.
The Ultimate Call Center Security Checklist Glossary
In case you aren’t clear about some of the security measures on the Checklist, here are a few quick-hit definitions so you can better understand each item before ticking Yes or No.
Cloud Data Backups
It’s important to back up customer data in case of a system failure, natural disaster, or cyberattack. Cloud backup solution providers use top-notch encryption to help ensure your customers’ personal information stays out of the hands of hackers and cybercriminals and is readily available for you should anything happen.DID YOU KNOW:
Fonolo also uses cloud technology for our Voice-Call Backs and other services. It’s the safest and most effective way to serve customers while offering the best customer experience.
Cyberattack Response Plan
Having a solid defense against cyberattacks means coming up with a plan in case data is breached. When you know what your next move is ahead of time, you can act fast to block the intruder, recover data, and alert anyone who might’ve been impacted.
Cybersecurity Training Sessions
Your IT staff aren’t the only employees who need to understand the security risks your contact center faces. Every employee should be required to complete security training that goes over the importance of cybersecurity vigilance, how to identify phishing emails, proper in-office security protocols, and more. These training sessions should integrate live presentations, video modules, and recall tests to ensure staff pay attention throughout.
PCI Compliance
The Payment Card Industry Data Security Standards (PCI-DSS) are requirements established by international credit card brands which set the standard for the proper handling of customer credit card numbers and other sensitive data.
Penetration Tests
Often referred to as Pen Tests, Penetration Testing is a method of determining whether a company’s security holds up against cyberattacks. The tester attempts to hack the call center’s systems to expose security vulnerabilities that need to be addressed. Generally, a third-party Pen Testing company is hired to act as the hacker and will provide a full overview of their findings.
Phishing Email Alerts
Encourage all employees to alert IT when they receive suspicious emails so that your IT team can send out information about it to the rest of the company. If one person receives something nefarious, odds are other team members will too.
Role-Based Logins
Employees at different levels should be granted specific access permissions with their logins to keep the right eyes on the right data. For example, management will require broader access to information than agent-level positions and you can set up logins to reflect these requirements.TIP:
Looking for more helpful call center management resources? Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation.Your Call Center Security ChecklistThe post Blog first appeared on Fonolo.
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Loopz – Campaigns
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Salesforce Pays $2.8M to Ethical Hackers in Bug Bounty Program
Trust has always been one of Salesforce’s core values and it is incredibly important in the world of Enterprise Cloud Computing. It was even more relevant back in 1999 when Salesforce was founded. Imagine trying to convince clients to leave behind their on-premise system and… Read More
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8 Tips for Salesforce ISV Success (Without Spending a Dime)
Salesforce is a powerful platform that becomes even more powerful when you add apps. The appetite for apps is so strong that the AppExchange now has 4K+ available – it has just passed 10M installs to help with lead flow, data visualization, and everything in… Read More
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Skip Scheduled Flow on Weekends and Holidays
Last Updated on February 23, 2022 by Rakesh Gupta Big Idea or Enduring Question: We don’t want to work on Weekends or Holidays – we all get that! If so then, do you think our clients or prospects do? If you are in doubt then try sending an Email to
The post Skip Scheduled Flow on Weekends and Holidays appeared first on Automation Champion. -
Salesforce TrailblazerDX Registration is Live
It’s that time again – you can now register for Salesforce’s exciting TrailblazerDX event, which will be taking place in San Francisco this April (27th – 28th). Whether you’re a student or an entrepreneur, an admin or an architect, this really is the ultimate learning… Read More
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The Plain-English Guide to Conjoint Analysis
Sometimes, commercials really get me.
T-Mobile’s Super Bowl commercial this year is a prime example — “What’s for Dinner?” demonstrates the infuriating process of choosing what to do for dinner for a young couple, and it’s gold.
The reason T-Mobile’s ad was so relatable is because of their market research. They looked at what their target audiences wanted — including their thought processes, what informs their decisions, and the trade-offs they’re willing to make for their products.To accomplish all of these important factors in one go, many companies use conjoint analysis.
Think about buying a new phone. Attributes you might consider are color, size, and model. The reason phone companies include these specs in their marketing is due to research such as conjoint analysis.
Would consumers purchase this product or service if brought to market? That’s the question conjoint analysis strives to answer. It’s a quantitative measure in marketing research, meaning it measures numbers rather than open-ended questions. Questions on the phone company survey would include price points, color preference, and camera quality.
Surveys intended for conjoint analysis are formatted to reflect the buyer’s journey.
For instance, notice in this example for televisions, the specs are the options and the consumer picks what best reflects their lifestyle:
Image Source
This direct method of giving consumers multiple profiles to then analyze is how conjoint analysis got its name. These answers are helpful when determining how to market a new product.
If answers on the phone company survey proved that their target audience of adults ages 18-25 wanted a green phone from $400-600 and a camera with portrait mode, advertisements can cater directly to that.
The conjoint analysis shows what consumers are willing to give up in order to get what they need. For instance, some might be willing to pay a little more money for a larger model of a phone if their preference is larger text.
Types of Conjoint Analysis
Choice-based conjoint (CBC) and Adaptive Conjoint Analysis (ACA) are the two main types of conjoint analysis.Choice-based is the most common form because it asks consumers to mimic their buying habits. ACA is helpful for product design, offering more questions about specs of a product.
Choice-based conjoint analysis questions are usually presented in a “Would you rather?” format. For example, “Would you rather take a ride-share service to a location 10 minutes away for $13 or walk 30 minutes for free?” The marketer for the ride-share service could use answers from this question to think of the upsides to show off in different campaigns.
ACA leans towards a Likert-scale format (most likely to least likely) for its attribute-based questions. Respondents can base their preference on specs by showing how likely they are to buy a product with slight differences — for example, similar cars with different doors and manufacturers.
How To Do A Conjoint Analysis
To create a conjoint analysis, you’ll first need to define a list of attributes about your product. Attributes are usually four to five items that describe your product or service. Consider color, size, price, and market-specific attributes, such as lenses if you’re selling cameras.
Additionally, try to keep in mind your ideal respondents. Who do you want to answer your survey? A group of adult men? A group of working mothers? Identify your respondent base and ask specific questions catered to that target market.
The next step is to organize your questionnaire depending on the type of conjoint analysis you want to conduct. For instance, to run an adaptive conjoint analysis, you will present questions with a Likert-scale.
You can use a conjoint analysis tool to create and modify your survey. Then, you can distribute your questionnaire through multiple channels, including email, SMS, and social media.
For more ways to introduce product marketing into your company, check out our ultimate guide here.
Examples of Conjoint Analysis
Sawtooth Software offers a great example of conjoint analysis for a phone company:
Image Source
The analysis puts three different phone services next to each other. The horizontal column of the model identifies which service is offering a certain program, described by the vertical values. The bottom row shows a percent value of consumers’ preferences.
QuestionPro offers this fun, interactive conjoint analysis template about retirement home options. The survey gives you a scenario and asks your course of action. For instance, it asks if you would sign a rental agreement for retirement home housing immediately, and considers specs like rent, meals, size, etc.
Conjoint analysis isn’t limited to existing products. They’re also very helpful for figuring out if a brand-new product is worth developing. For instance, if surveys show that audiences would be into the idea of an app that chooses clothes for consumers, that could be a new venture for clothing companies in the future.
Looking to create a conjoint analysis of your own? Check out our top four conjoint analysis tools below.
Conjoint Analysis Tools
1. QualtricsImage Source
Qualtrics is an easy-to-use survey tool that offers comprehensive product insights. You can create, modify, distribute, and analyze a conjoint analysis in one place. All it takes is four steps — define your attributes, build and modify your questions in the survey editor, distribute the survey, and analyze the results.
What We Like: Qualtrics goes beyond product insights — this powerful software also captures customer, brand, and employee experience insights.
Pro Tip: Leverage email to invite respondents to take your survey. With Qualtrics, you can embed a survey question directly in your email survey invite.
2. Cojoint.lyImage Source
Conjoint.ly offers a complete toolbox for product and pricing research — including a Product Description test, an A/B test, and a Price Sensitivity test. You can also source your own respondents for your survey or buy quality-assured respondents from Conjoint.ly.
What We Like: Users can simply choose a tool that best fits their research question. These tools are organized under four main categories: pricing research, features and claims, range optimization, and concept testing.
Pro Tip: If you want to “try before you buy,” you can use Conjoint.ly’s Quick Feedback tool. For a small price, you get around 50 respondents to provide feedback within a 6-hour window.
3. 1000mindsImage Source
1000minds offers an adaptive conjoint analysis tool. Meaning, each time a choice is made, it adapts by formulating a new question to ask based on all previous choices. This makes the survey feel more like a conversation.
What We Like: We’re impressed by the scalability of 1000minds. The tool allows you to include as many participants as you like, potentially in the thousands.
Pro Tip: You can use their conjoint analysis templates or build your own model from scratch.
4. Q Research SoftwareImage Source
Q is analysis software that is specifically designed by market researchers. Its conjoint analysis tool is ideal for choice-based analyses. Users can create experimental designs, analyze the data, and generate reports.
What We Like: Q cuts through the grunt work with automation — including cleaning and formatting data, updating surveys, and producing reports.
Pro Tip: With just a few clicks, you can export any reports or visualizations from Q to PowerPoint and Excel.
A conjoint analysis requires a solid survey design and analysis, but the extra effort is often worth it. By going the extra mile, you can access insights into your audience’s preferences and buying decisions — which is invaluable when determining how to market a new product or service. -
SEO vs. PPC: When to Optimize and When to Pay for Traffic
If you’re struggling to get the word out about your brand new business venture, you’re not alone. Like you, many business owners struggle to acquire customers in the beginning.Balancing the cost, maintenance, and results of a marketing campaign isn’t easy. Most of the time, the solution to this problem is one of two marketing strategies: search engine optimization (SEO) or pay-per-click (PPC) campaigns. But which method is suitable for you?
In this article, we’ve explored what you can expect to achieve from each of these acquisition strategies. We’ve also provided some pros and cons of SEO and PPC strategies along with descriptive statistics and real-life examples to help you decide whether your business is best suited for SEO or PPC — or both.
What is SEO?
Search engine optimization is the process of enhancing your website’s visibility to make it rank and gain organic traffic from search engines.
Just as you turn to your favorite search engines, such as Google or Bing, to look up a new marketing acronym or where to get good pizza, so do your consumers. When you invest in SEO, you’re increasing the likelihood of your target audience finding you when they make a Google search for keywords related to your product or service. In fact, 61% of marketers say that SEO is a top inbound marketing factor for their business. But it’s easier said than done.
Here’s an example of SEO in action.
In the image below, Hubspot appears at the top of Google’s organic search engine results page (SERP) for the term “inbound marketing,” thanks to the SEO strategy we have in place.The order of the results that appear on the search engine results page isn’t arbitrary. Each search engine takes into account several ranking factors that influence where a webpage gets placed. The goal of an SEO strategy is to create web pages and content that work with the ranking factors of the search engine in order to rise within the SERP rankings.
Are there other search engines besides Google?
Most SEO strategies center around Google instead of others like Bing and Yahoo! because it holds 92.47% of the search engine market share. Because of this, you’ll need to learn about Google’s 200 ranking factors, technical SEO, link building, content creation, and so much more if you want to appear higher up on the search engine results page.
Pros of SEO
Here are some advantages of SEO:
1. SEO is cheaper in the long run.
Although SEO might cost time and money —to pay freelancers or agencies, and for SEO tools — it’s still cheaper than PPC in the long run.
When you create content that ranks and drives traffic to your website, you no longer have to keep spending money to make your target customers see it. And when these customers decide to click on your link, it comes at zero cost, unlike a PPC campaign where you pay per click.
Organic traffic is also very scalable and cost-effective.
2. You can target different funnel stages with SEO.
Not all of your audience is at the same stage of the sales funnel.
Some are just getting to know your brand at the top of the funnel. And others are already at the bottom of the funnel, ready to pull out their wallets.
With SEO, you can create different content types (blog posts, guides, case studies) that meet each segment of your audience exactly where they are in the sales funnel. This gives your site a better shot at getting visitors to the next step in the funnel each time they browse your content.
3. Search traffic is more stable.
Once you rank on Google, you can begin to plan for and predict free traffic to your website as long as you keep optimizing it.
Another advantage to keep in mind is that there is no off-and-on switch with SEO. With PPC marketing, your website stops appearing on search results once your marketing budget dries up. A great way to remember this difference is by thinking in terms of real estate: SEO is like owning your traffic whereas PPC is like renting it.
4. Organic listings build brand authority.
Appearing consistently on search results for keywords related to your products and services helps build trust and brand authority with your target audience.
It also signifies to Google that you’re an expert on that topic or subject. This can lead to more backlinks from other trusted sites which is a ranking factor that search engines favor strongly.
Cons of SEO
Here are some reasons why you might not love SEO:
1. Search engine algorithms change.
Search engines, especially Google, have changed their algorithms many times over the years. These changes mean that you’ll have to keep a close eye on your marketing strategy and organic results.
2. You’ll need to optimize your website regularly.
Your job doesn’t end when you get your website to rank for target keywords for one month. Over time, you’ll have to regularly optimize your content and web pages so that your site continues to rank.
Optimization might include refreshing old articles and removing old/expired links.
3. SEO takes time to show results.
If your website or domain is new, it’s unlikely that you’ll enjoy immediate results from SEO. The reason is that several factors affect how Google ranks websites — many of which won’t be established within the first few weeks or months of launching your site.
2. It requires high-level skills and expertise.
If you’re not hiring a professional, make sure you understand your audience’s goals and meet them with quality content in order to optimize your site properly for the search engines.
It’s undoubtedly time-consuming and overwhelming to run a business while taking technical SEO, writing, and link-building classes, but it can be done if you commit to using an SEO strategy to generate revenue.
What is PPC?
PPC, or pay-per-click, is a form of search engine marketing (SEM) where an advertiser pays a publisher (such as Google or Facebook) for each click someone makes on an ad. This model allows businesses to pay only when consumers interact with their ads. If you use PPC ads, you’ll attract people who are interested in your offer and ready to convert.
You may have noticed that some of the top search results are tagged with an “Ad” marker, like the HelloFresh search results here.
PPC ads always appear alongside organic search results. Some businesses run these search ads for specific marketing campaigns that have a definite start and end date. Others bid on their own brand name as part of their overall marketing strategy — like HelloFresh. Either way, this method is mainly associated with search engines as advertisers bid on keywords that are relevant to their target markets.
The cost of PPC ads usually depends on your industry and the search volume of the keyword you’re targeting.
PPC advertising can help your business stay competitive in a crowded market and quickly get in front of their target consumers if you don’t have the domain authority to get your site ranking organically on search engines.
Pros of PPC
1. PPC offers quick results.
While it can take months to see results from your SEO strategy, it can take just a few hours to see results from your PPC campaign.
2. PPC ads appear above organic rankings.
When you run a PPC campaign for your target keyword, your website would appear first on the search engine result page. This ranking makes your audience notice you first before scrolling to see other results.
3. PPC allows you to pinpoint your target audience.
While setting up a PPC campaign, you get to choose who you want to target with your ads.
Do you want people from a specific geographic area? Or people of a particular age? Marital status? Or interest? If so, then you should use PPC.
3. You can quickly run A/B tests on a PPC ad.
With a PPC campaign, you can run two different ads simultaneously to measure the one that converts better.
All you’ll have to do is change some ad elements like the ad copy and allow them to run for a period. Depending on the performance, you can decide to either “kill” the Google ads or continue optimization to improve your results.
Cons of PPC
1. PPC ads are expensive.
Without money, you cannot run a PPC campaign.
You have to pay for every link that your audience clicks, meaning once your budget dries up, so does your traffic.
Also, a PPC ad can get even more expensive (as high as $40) when you’re in a competitive industry like legal or insurance.
2. Lower profit margins.
While a PPC campaign might bring short-term wins, it’ll usually result in lower profit margins. Because PPC is a “pay to play” system, your customer acquisition costs (CAC) would continue to get higher without a significant increase in the prices of your products and services.
3. PPC ads become stale after a while.
You have limited control over your paid ad because of the rule set by ad platforms like Google. As such, your copy might have similar wording to your competitors, which makes it easy for your audience to pass over quickly.SEO is also more effective for local searches and can grow your online presence for longer. Pay-per-click (PPC), on the other hand, is an acquisition strategy that requires you to spend ad money to get your content in front of an audience when they search for specific keywords online.
SEO vs. PPC: Which is better?
Asking which is better between SEO and PPC is like asking whether it’s better to eat with a fork or spoon — it depends.
Serving pasta? Sure, I’d love a fork. Soup? I’d rather have a spoon.
In the same way, different situations exist where SEO is better than PPC and vice versa.
Let’s now look at some of these situations.
Use SEO if…Your marketing budget is low.
You want to build your brand authority.
You’re looking to maximize your long-term return-on-investment (ROI).
You want to create content that reaches your audience at different stages of the sales funnel.Use PPC if…
You’d get better results with PPC in situations where:You want quick results.
Your product is novel or first-of-its-kind.
You’re promoting a time-sensitive offer, like a holiday sale.
You want to direct your audience to a sales or landing page.How to Make SEO and PPC Work For You
Instead of choosing between SEO or PPC, why not combine the two strategies and make them work for you?
Here’s how you can get the best of both worlds.
1. Create retargeting ads.Image Source
Did someone visit your site, probably the pricing or check-out page, without buying?
You can easily use a retargeting ad to prompt these visitors, even after they’ve left your site, to come back and make a purchase.
2. Promote website content with social media ads.Image Source
While you want your content to rank organically, you can give it a quick boost by promoting it on social media.
Not only do these kinds of ads help with content distribution, but they could potentially help you acquire essential backlinks that’d boost your rankings.
Also, it’s going to be a shame not to promote your latest blog post, guide, report, or case study after spending hours creating it.
3. Collect data From ads to improve your SEO strategy.
PPC campaigns grant you access to a lot of data — keyword search volumes, keywords your competitors are bidding for, highest converting calls-to-action, and so on.
Aimed with all of this data, you’d be able to create better SEO strategies with less effort.
SEO vs. PPC Statistics
SEOGoogle is responsible for over 92.47% of global web traffic.
90.63% of online content gets zero traffic from Google, with only 0.21% getting over 1000 visits per month.
35.18% of browser-based Google searches resulted in an organic link click in 2020.
99.2% of website pages have less than 100 backlinks.
Google processes over 5.6 billion searches per day (or 2 trillion searches per year.)
64% of marketers actively invest in SEO.PPC
The Google Display Network reaches 90% of Internet users worldwide.
Search advertising spending was $144.8 billion in 2021, compared to $58 billion in 2020.
More than https://backlinko.com/ad-blockers-users.
The highest average monthly cost-per-click (CPC) in Google Ads search advertising is in the insurance industry at $18.57 per click.
The cheapest CPC in Google Ads search advertising is in the electronics industry at 77 cents per click.
The average Facebook Ads Click-Through Rate across all industries is 1.1%.Final Thoughts
Whether you choose to go with SEO or PPC ultimately depends on your business situation. So take your time to evaluate the pros and cons of both SEO and PPC to see which is the right fit for you. And if possible, integrate the two strategies to see even more outstanding results for your business.
Editor’s note: This post was originally published in July 2019 and has been updated for comprehensiveness.
Editor’s note: This post was originally published in July 2019 and has been updated for comprehensiveness.