Have you ever had an amazing experience with a company and taken right to social media to express your feelings? What about a not so great experience? If you have, what were your expectations of the people behind the brand’s social media accounts?

With technology platforms on the rise, it is important to humanize companies and brand messages. It is necessary to make companies personable to foster good relations and trust, and even to drive engagement and sales. Companies also need to communicate well online because it helps people understand what they do and what they stand for, as well as stave off miscommunication and misunderstandings.

Nielson’s report estimates that 33% of users prefer to contact brands using social media as opposed to using the phone. With all of the stressors of online customer service, it is important to improve service by humanizing and communicating the brand message online. Consumers are more likely to identify with a brand that has values in alignment with their own, and this connection will make a customer more likely to engage with the brand on an ongoing basis.

So, how can you improve online customer service by humanizing and communicating your brand message?

Lose Anonymity

A great way to help customers see a company as a personable entity, and less as a corporate business, is by personifying it and giving it a face. It also helps to garner publicity by using a company’s personality. 

Showing personality that stands for the brand message helps to authenticate a company and increase perceived transparency, leading to customer trust and improved service. Having an authentic brand is also one of the strongest ranking factors, according to UR Digital, so being authentic will likely improve your organic search visibility as well!

Businesses can emulate personality and create brand personas by doing some of the following:

• Feature real-life employees or customers on websites or advertisements
• Post photos of the human elements of the business, from candid photos on the job to snapshots from employee functions
• Publish articles and other literature from the company’s employees on a blog or by guest blogging
• Host and/or give talks sponsored by the company that pertain to the company’s area of expertise
• Add a phone support! Even small businesses can now afford phone support with solutions like Cloud PBX.

Stay Active on Social Media Accounts

Upkeep of social media accounts is extremely important in maintaining a presence online, with 63% of millennials staying updated on companies through social networks (Leaderswest Digital Marketing Journal study).

Keeping up on accounts not only establishes the company’s existence and innovation, but also helps to stand as evidence of what the company does, promotes, and is involved in. Up-to-date accounts show the public that the company itself is online and paying attention, and shows the consumer the company is more likely to be responsive to any comments or concerns that they may have.

Some ways that a company can work on customer service via social media accounts include:

• Being responsive and have a quick turnaround time for comments, questions, and complaints
• Paying attention to what is being said about the company, and other companies in the industry
• Being interactive through new postings, trend followings, and consumer engagement
• Partaking in active listening, admitting mistakes and sharing apologies, and showing implementation of customer suggestions

“Over” Communicate

To improve your customer communication, it is a good idea to do what may seem to be over communication. Take time to ask yourself some of the following: Is your brand message clearly stated? Are there more than adequate ways for customers to contact you? Is your message expressed in terms that are easily understood?

Businesses can improve on communication by taking some of these things into account:

• Blatantly stated brand messages, or easily accessible mission and value statements
• Easy to understand language and tone (in fact, a study from Carnegie Melon showed that most presidential candidates speak at a 6th-8th-grade education level)
• Regular check-ins with customers
• Phone, chat, email, and other communication support availability and offerings at all times

Research Your Current Brand’s Sentiment

What do people think of you and your brand? Which associations does it currently trigger?

Text Optimizer helps you find answers to all those questions by searching for your brand name in Google and analyzing search snippets that show up for that search.

Here’s how semantic search works if you are curious!

Cater to the Audience

Showing interest in the audience is an important part of good communication with consumers because it often cultivates further engagement.

By incorporating and inviting feedback from customers, it not only allows for businesses to assess their target audience, but it also lets the audience feel included and important. In addition, adding content that the audience is interested in helps the audience see the company as a more human entity with a shared interest, something that will encourage the audience to take a liking to the company.

Companies can cater to the audience in many ways, such as:

• Posting things for enjoyment, not simply promotion of the brand
• Using consumer generated or created content
• Hosting audience involvement initiatives such as social media campaign competitions or giveaways
• Sharing, liking, or re-tweeting pertinent customer mentions or tags

Cultivating Communication and Humanization Habits

Taking the first steps towards brand humanization and communication is no doubt important, but it is also imperative to continue the routine of good communication with customers.

Maintaining open lines of communication with consumers is a great way to constantly improve upon the service being offered, it enables businesses to hear how customers are feeling and adjust practices accordingly.

By taking customer thoughts and feelings into consideration, customers and businesses can foster positive and long-term relationships, which culminate into giving customers the service they want.

When something can become a trending topic in a matter of seconds, it is important for social media marketers to always stay up-to-date on the marketing trends affecting social media.

How to succeed in social media? Monitor and adjust your strategy to these trends:

1. Real-Time Marketing is Redefined

Historically, Real-Time Marketing (RTM) has been described as having a clever response to a trending topic at a moment’s notice. But these days the description is shifting to having “the right content to share with the right audience at the right time.”

This means you really have to know your audience, what kind of content gets them engaged, and which posts will get their attention. We have given a lot of advice about RTM – how to newsjack upcoming events, and how to prepare content in advance to really adhere to this shifting trend.

2. Privacy is Your Priority

After all privacy and data security scandals, it’s no wonder privacy regulation has become a huge trend over the years.

Hari Ravichandran, founder of Aura, names data protection one of the biggest business opportunities these days: If you can figure the balance between data protection and data analytics, you will win your niche.

3. Social Media Ad Spending Increases

It’s no secret that Facebook posts have seen organic reach decline in the last year with an updated algorithm. It especially has caused frustration across small businesses due to the limited budget these companies have to work with.

The trick is to provide less sales-related and more industry-related content as organic posts to enhance brand awareness, and save your sales and promotional content for the ads. This way you can balance your Facebook checkbook and keep your content in front of your fans. (Utilizing targeting tools to the social audience that you know will engage can help keep these costs down and return on your investment (ROI) high!)

4. Content Marketing Continues to Grow

While content sharing continues to increase, social media marketers continue to struggle with measuring the ROI of such efforts. The ROI of social media or content marketing is notoriously in murky waters. But remember, there isn’t one formula for all; ROI will be calculated differently for every organization.

It all depends on the goals of your content. Should the result be the download of a whitepaper or a visit to your website? Establishing these goals before you release the content will help you visualize your results with quantifying value.

5. Video Isn’t Just About YouTube Anymore

Facebook topped YouTube in U.S. desktop views by 1 billion views back in August 2014. And the rumor is that Facebook is giving more value to Facebook videos over YouTube videos in organic reach.

According to JSH&A, Vine and Tumblr are also incrementally seeing more video views, suggesting that video is no longer a one-size-fits-all solution across platforms.

6. Facebook is No Longer King of Engagement

Let’s clarify.

The point JSH&A wants to point out here is that “A Facebook-first or Facebook-only approach may no longer make sense for some brands.”

This doesn’t mean that ALL brands should abandon sharing to Facebook and start an account on EVERY platform. You have to make informed decisions about where your audience is engaging with the brands they love, and post effective, visual, and valuable content to those platforms.

While the infographic points out that Pinterst, Tumblr, and Instagram have gained more than 10MM visitors last year, it is likely that those users are already present on Facebook.

So what is the moral of the story?

Stay visual, stay engaged, stay informed, and you will be able to provide valuable content to the audience you have established a loyal relationship with on social media.

Image by Werner Moser from Pixabay

It isn’t always easy to evaluate ourselves and our work. Anyone who has created content in any professional capacity has had the experience many times of people responding strongly to a piece you didn’t think was any good, and then all but ignoring the one you poured your heart and soul into. It is an exasperating experience that reminds us that it isn’t always so easy to determine quality based on perspective alone.

The bad news is that evaluating content performance is a very necessary job. We have to be able to see what is working, and what isn’t, in order to continue to grow. Luckily, there is hard data to assist in the process, as well as a few things to keep in mind.

What Makes Content Successful?

Before looking at how to analyze the success of your content, you need to define something very important: what constitutes success. You might get a lot of views on a blog posts, but be disappointed by its lack of comments. Something could generate a ton of comments, but never get shared once on social media. It could be republished (with permission) on another site, but hardly generate any traffic for your own.

There are several ways that you could define success:

• The content receives a lot of engagement on social media, and brings people to your profile.
• The content drives clickthroughs to your actual site.
• The content generates a lot of traffic via SEO and search engine results.
• The content improves your visibility, and attracts an audience you were trying to target.
• The content enriches the authority of yourself and your brand.
• The content assists the steady growth of your site, even if only in part.

Here are only some examples. Really, success is defined entirely by what it is you choose it to be.

Once you have established this criteria, you will know what to look at moving forward.

Further reading: The Comprehensive Guide to Content Marketing Analytics & Metrics

The Need For Analytics

The simplest way to go about evaluating your content is to find patterns within data. That is where analytics come in. Google Analytics is your most basic tool (it is free for most people), and easiest to use. But you can find any number of tools online, including plugins that can be integrated into WordPress to provide the details right in your dashboard, or on individual posts.

Don’t make any decisions based on a couple of months of information. While three to five months can give you a small glance at how certain content is doing, it is a very small sampling. Six months should be your minimum, but a year or more is much better. The more posts you have to analyze, the better the picture as you see what has happened over time.

Analytics will tell you how much organic traffic has been generated, how long people have on average remained on the page (did they immediately click out, skim, or read in detail), and what posts are top performing.

Once you have that data comes the tricky part is deciding what to do with it. It isn’t enough to know what content is doing well. You have to figure out why. Ask yourself:

• What patterns are emerging based on the topic?
• How was the SEO handled on those posts?
• Was there a specific tone within those posts?
• Did it include any kind of visual content that enhanced it?
• Was the style done in a particular way?
• Who created the content?
• Did anything special happen on social media, such as the use of particular hashtags when sharing?
• Were the topics related to something trending at the time?

You want to find the common links with this content, in order to figure out what it is about them that has been working.

Featured tool: Finteza is a comprehensive web analytics solution that allows you to measure your content performance and even A/B test your sales funnel:

When The Same Thing That Always Works Stops Working

One thing you may notice is a surge of popularity based on these patterns, and then a decline. If what you thought was always working isn’t anymore, analytic data will show you that with brutal clarity. Which isn’t necessarily a bad thing; times change, and you have to adapt with better content for new eras. Otherwise, you will be left behind.

If you find yourself noticing that what used to work is no longer bringing you the results you need, it is time to try something new. That might also be hidden in the data, as you can see the second most popular content that is still rising beyond the decline you’ve noted. It could inspire you to create something new. Take it as an opportunity to grow!

Further reading: talkingAds, a company that “translates data into actionable results”, puts it very well:

Interpreting and acting on the basis of marketing analysis is the key… Aligning marketing analytics with company requirements makes a difference.

Being Honest About Your Content

You are going to be shocked by what you find, from time to time. You are going to want to deny it. No, there is no way your readers have started to avoid your Freaky Fridays theme week, or lost interest in meandering stories about your time working that job only you find interesting!

Further reading: To help you out, here’s a great article on creating great content from startablog123.com: How To Write A Good Blog Post

Well, that is just the way the cookie crumbles. People get bored, they move on, and you have to bring them back. Don’t get so bogged down with what you’re used to. Enjoy this chance to start fresh, and pay attention to what the data tells you. Even if what it tells you makes you a little bit sad.

2021 has seen an explosion in audio content, especially podcasting. A few factors play into this. The technology to produce quality audio from anywhere is available to pretty much anyone. iTunes has ramped up their focus on podcasting with the launch of their podcast app in 2013 and podcast platforms such as Stitcher are moving into automobiles.

 The success of podcasters such as John Lee Dumas, Cliff Ravenscraft and Chris Ducker bring positive attention to podcasting, not just as a content option but as a viable revenue stream.

So how can you turn up the audio in your content strategy?

Adding audio content can be done inexpensively and with less stress around the technology than you may realize. Once you decide to add audio, you will find that this is an excellent medium to leverage for not just podcasting, but other areas of your content strategy.

Free tools like Facebook Live provide an easy way to host your own podcast. Australia-based marketing agency gives some great tips on hosting a live event on Facebook:

The live video will stay on your page after the broadcast and will appear in your friends’ and followers’ feeds just like a usual post. There’s a handy rehearsal feature called Test Broadcast that allows you to broadcast live to admins and moderators of the page to test the audio quality and lighting before you go live to everyone else

Internal podcasting

When you think of podcasting, it’s common to have programs come to mind that are designed for an external audience. But what about your internal audience? Developing a podcast or series of podcasts designed for internal audiences can be a great way to engage your team members and provide important information in a consistent, easy to access delivery model.

Getting Started:  Deduct which areas of your organization could benefit from information, updates or education on a regular basis and who can easily download or access audio for listening. Some possible ideas for internal podcasting implementation could be:

• Human Resources hosts a series of interviews showcasing employees in your company.
• Sales Management produces a weekly podcast providing updates, product details, and training for the sales team.
• Employee Benefits uses audio to keep employees up to date on benefit changes, enrollment information and frequently asked questions.
• The C-Suite hosts a regular podcast to update the company on the state of the organization, vision of where the company is headed and allow everyone to better connect to management and culture.

To keep things organized and consolidated, use a hosted contact center for your business.

These are just a few ideas on how an internal podcast could benefit your content strategy. What other ways could audio content be used to increase morale and efficiencies, while decreasing costs and turnover?

Are you engaging your community the best you can with visuals?

In most cases the answer is: probably not.

Yet, visual marketing is crucial these days. According to Megaphone Marketing,

With 70% of visual receptors in our eyes, it only takes 150 milliseconds to recognise and symbol and 100 milliseconds to attach a meaning to it. Our brain processes visuals 60,000 times faster than text and retains 80 percent of what we see versus just 20 percent of what we read.

Here are a few tips and stats for you to consider:

1. In the age of “infobesity” and with an adult attention span of 3-8 seconds, marketers need to learn how to stand out with visual content.
2. Viewers spend 100% more time on web pages with videos. 60% are more likely to buy a product if video is included. Use an online video editor to create videos.
3. Web posts with visuals drive up to 180% more engagement than those without visuals. Use visual elements to create better lead magnets!
4. Publishers who use infographics grow in traffic on average of 12% more than those who don’t.
5. According to Sephora, their Pinterest followers spend 15X more than its Facebook fans.
6. 90% of information transmitted to the brain is visual and processed 60,000x faster.
7. Cartoons can increase your newsletter open rate to 45% vs 5% industry standard.
8. The 7 elements of visual storytelling are:
   1. design,
   2. personalisation,
   3. usefulness,
   4. personality,
   5. storytelling,
   6. share-worthiness,
   7. real-time app… Know them!
9. Don’t be afraid of low-fi (Low Fidelity) images taken on the go, we live in the Now! economy and people get it. Have fun w/ it.
10. Make content easy to consume, make it snackable!
11. Remember the Cs: content + context: know what content to place on what networks. Ex: GIFs do well on Tumblr, but not others.
12. Ensure every blog post has at least one great picture and you have a Pin It button on your site for heavy Pinterest users.
13. Twitter is extremely visual, even if you are sharing a link attach a picture to draw attention and increase click-through.
14. On Slideshare, use less text on slides, keep it short and visual, use a catchy title, and include a “tweet this” button on the slides.
15. Don’t be afraid to play with different types of content. See what works for your community; ask them too!

Never stop monitoring and improving. Use web analytics platforms to understand how your audience is engaging with your visual content and whether it is sending them down your conversion funnel:

There’s no one secret for success! Leave a comment and share what visuals you’re using and what’s working to help you and your brand better connect with your community.