In this session, Michel will discuss:

• The main traffic channels that truly move the needle
• What actually converts visitors (hint: it’s not just “more leads”)
• How to align usability, messaging, and strategy into one clear system

If you care about conversion, clarity, and real growth — this is worth the watch. To schedule a 30 min FREE consultation with Michel to create your own marketing strategy, email her at michel@cuecamp.com.

Watch the Webinar Recording:

View Slides:

The post Traffic to Customers, A Marketing Strategy That Converts (Webinar Recording) appeared first on CueCamp.

It’s vital that YOU, the business owner, have full control over your website. This includes your hosting account, your domain account, and your website backend to make edits.

Access to Your Hosting Account

Your hosting account is the server where your website resides, or the ‘physical’ computer that serves the files and database running your website.

You should be the one paying the monthly or yearly hosting fees. Are the renewal reminders going to your email, or someone else’s email? Having access to your hosting account not only ensures you maintain control but also allows you to determine whether your website stays online.

Access to Your Domain Account

Just like hosting, your domain controls everything related to your website (and email) URL and typically needs an annual renewal. Are the renewal reminders going to your email, an employee’s email, or an email at another company? Is the contact information listed on the domain actually yours? If the domain ever expires, everything related (website hosting, email, etc.) will stop working.

Backend Access

Being able to edit content is essential for keeping your site fresh and relevant. Most websites have a CMS, or content management system, that allows for simple content editing capabilities. Are you able to log into your website to make basic changes to content, such as new working or swapping out an image? If you can’t access the backend, you may miss out on opportunities to engage with your audience or update important information.

Ownership of Your Website

When you lack login credentials to your hosting account, domain, and website backend, you risk not truly owning and controlling your website. This can create significant hurdles if you ever want to make changes or switch providers.

If you find yourself in this situation, don’t hesitate to reach out for help. Our team is ready to work with the original creator of your site or investigate ways for you to regain access. Remember, it’s your business and your website—take charge of it!

The post Access Credentials: Do You Own Your Business Website? appeared first on CueCamp.

1. Find Your Best-Selling Products

First, conduct a bit of research on your business to find out what sells the best. You may already know this intuitively, but research into actual sales figures and profit margins will be of use. In certain cases, great-selling products or services may not generate income for your business due to slim profit margins. Alternatively, you may wish to prioritize other products / services with less traffic, but higher margins.

Additionally, consult your website and social media analytics to see what actually interests your audience. Particular landing pages or social media posts may receive more traffic than you realize, which is worth noting. You might start by examining a subset of products or services, focusing efforts to generate powerful landing pages that convert. Certain businesses (such as an e-commerce clothing store) may have hundreds of products with a different type of sales cycle. Understanding how and why your customers buy from you will help in the design of good landing pages. For example, an online clothing store with $20 items will have a shorter sales cycle than stores selling $1000+ items.

Finally, to help refine your list, a business SWOT analysis can highlight both successful and problematic areas to change. A SWOT analysis looks at Strengths, Weaknesses, Opportunities, and Threats: serving as a lens to examine your business. A brief analysis of these four categories reveals products or services that need attention and a marketing redesign. In addition, opportunities for growth are typically revealed that can help improve your digital marketing efforts.

2. Design Attention-Grabbing Landing Pages

Following the analysis done in step 1, you can focus on designing landing pages that grab the attention of your customers. The SWOT analysis (from step 1) will clarify the unique value proposition of your business. Leveraging what sets you apart from your competitors will dramatically improve your marketing. Drawing the attention of your clients to these unique properties will show why they should buy your product or service. Focusing on what it can do for clients (from their perspective) supplies a compelling reason to make a purchase. Be sure to present a powerful, unique value proposition.

For example, when Apple, Inc. releases a new product, they market it clearly with their users in mind. Rather than listing out technical specs first, Apple makes use of vibrant imagery from actual product usage, showing us what the product can do. For instance, iPhone marketing will headline how it is capable of low-light photography, and show crisp images taken in low-light. These may include someone blowing out birthday candles in the dark or sitting around a campfire at night. These contextual examples help people imagine what owning the new product might be like. Concrete examples show users what they can do themselves with the product.

Other phone manufacturers may try to tout superior hardware in their product (such as the camera’s F-stop or shutter speed; or more powerful hardware specifications). However, Apple creates a compelling reason to buy through examples of use, using storytelling and vibrant imagery. Finally, a clear call-to-action is presented: a button to ‘buy’ the product. This enables users to enjoy the described benefits of ownership, as conveyed by their marketing and storytelling.

3. Create a Powerful Call-to-Action for Lead Generation

A good strategy for designing landing pages is to place yourself in the shoes of a typical customer. Make sure that marketing content speaks to your customer’s goals and desires. Do not communicate from your own perspective. Tell a story or show an example of a client using the product or service to communicate from their perspective. Rather than starting with what you offer, addresses how you meet their wants and needs first. This helps prospective clients imagine themselves using your product or service while raising social capital.

Once you’ve created compelling landing pages for your top products or services, what can you do to raise conversion rates? Analyzing your marketing for clear calls to action will shed light on whether you are compelling your audience to take further action. Frequently, we want customers to make a purchase. However, most business models and sales cycles are not this straightforward. Often, businesses want their prospects to ‘take the next step’ and reach out. This may be requesting users to send a message or call the business. If this is the case, the call-to-action should be as straightforward and simple as possible.

What is the End Goal for Lead Generation?

For each landing page, decide on the best ‘next step’ for your sales cycle and for lead generation. Then, focus on making that process as simple as possible. In other words, analyze the landing page at a macro and micro level to be sure the process is easy. Want users to reach out? If so, a short form at the bottom of the page may be best for lead generation. Asking users to fill out a long form will probably cause many of them to fall off the bandwagon. Too many form fields can cause users to question why so much of their personal information is needed. Or it may simply annoy them by having to spend too much time filling out the form.

To conclude, this step should focus on compelling your prospects to act and making that action as easy as possible. Analyzing the user experience (UX) of the landing page is an excellent way to see what needs improvement. Streamlining your landing page UX and fixing issues will result in better lead generation. Business processes might be considered as well, including how transactions are managed. If users fill out a form, who gets it? Integrating forms with a CRM tool (software for customer-relationship management) could be a smart decision. A good place to start might be with a free UX audit from CueCamp.

4. Analyze & Create Resources of Interest

Take a multi-pronged approach to your digital marketing and create interest by offering resources to potential customers. Using the list generated in step 1, think about any resources that might help your customers engage with your business. For instance, a marketing company might realize that their audience often wants to learn about email marketing basics. In this example, creating a short guide as a downloadable PDF will capture prospects. Asking users to fill out a short form (name, company, email address) will capture leads for future prospecting.

Downloadable guides, e-books, blog posts, interactive workshops, and how-to videos are a handful of resources that you can use to generate interest. These efforts support a digital marketing strategy that makes an effective use of your website as a lead generation machine.

5. Newsletters and Social Media Posts

A monthly newsletter with valuable information or discounts may be a way to stay connected with customers, without overwhelming them with too many messages. A proper balance of touchpoints, with high quality information, is key. Email newsletters can offer resources of interest, upcoming sales, or industry news. In cases, segmenting your email marketing list will allow more personalized, customized email marketing to your audience. For instance, if you own an online clothing store, emails might be personalized based on gender, shopping habits, or other interests. As shown above, emails can be sent to customers that did not complete their purchase with an incentive to do so. An analysis of your marketing strategy and business objectives will clarify the type of resources you can offer for the highest impact.

Similarly, social media can be an effective way to draw people to engage with your brand. Like newsletters, a suitable amount of content for your business will help generate quality conversions. Posting low-quality content daily can overwhelm those following your brand, causing users to unfollow you on social media. Alternatively, posting too infrequently can cause a loss of interest. Analyzing your business objectives and designing a social media strategy to create a buzz for your business will draw prospective clients to your website. Additionally, hashtag research can separate your audience by interest, demographics, and location: enabling you to deliver personalized content to their social media feed.

6. Use Paid Ads & SEO for Lead Generation

Search Engine Optimization, or SEO, is concerned with optimizing landing pages (and websites) to rank highly on Google search. According to Google, the first five organic search results capture over 67% of all clicks. If your website ranks below the first page or search results, SEO can help improve your search rank to capture more traffic, which leads to more sales. Further, SEO drives 1000%+ more traffic than organic social media, according to BrightEdge. Optimizing your website for keywords of high relevancy has a drastic impact on the traffic driven to your business website from search engines like Google.

The steps outlined above support an overall content marketing strategy, which aims to drive quality traffic to your website and drive business growth. Besides organic search rank, you can place ads on Google to get to the top of search results. Likewise, social media ads on Facebook, Instagram, Twitter, and LinkedIn will generate prospects and drive traffic to your website. Enabling retargeting / remarketing on your paid ads will push ads to users that previously interacted with your brand. Retargeting users is based on their analytics data. These users are more likely to convert based on their earlier interest in your brand.

Summary

Digital marketing efforts are driven by both quantity and quality. Focusing on both the quality (your website / landing page user-experience) and quantity of leads (your inbound marketing efforts) will generate success. To make your website a lead generation machine, the six steps described in this article will help you reach that goal.

Incorporating a multi-pronged marketing approach across social media, search engines, and paid ads will drive new prospects to your website. What happens once they reach your landing page is up to you, and the user experience provided on your website. For a user experience analysis of your website, you can request a free audit from CueCamp.

Depending on your business, a range of marketing touch points are needed before a prospect becomes a qualified sales lead. When possible, personalized content of high relevancy is more likely to convert a prospect. High-quality content, delivered on a regular cadence, results in a website that will engage your prospects. Crafting a content marketing strategy to achieve this goal will turn your website into a lead generation machine.

Written by: Matt Sharritt, Ph.D., Founder, CueCamp

The post 6 Easy Steps That Will Make Your Website a Lead Generation Machine appeared first on CueCamp.

Connecting with your customer base can be challenging given how inundated we are with social media marketing posts: whether it is through Facebook, Instagram, LinkedIn or emerging platforms such as TikTok. With the rise of social media, everyone has been given a voice online, making it harder to stand out and be relevant. For brands to generate awareness and be relevant to consumers means staying on top of the ever-changing social media landscape. What worked a few months ago is not necessarily going to work today, meaning companies need to stay ahead of the trends in order to stand out to their audience.

Following, we will discuss three trends to follow when generating social media marketing material that coincides with three up and coming trends: minimalism, wellness and personal connection.

Minimalism

People want simplicity: not only with the content with which they interact, but also in how they approach their lives. When serving up new content, always strive for simple imagery and direct video content. Technology continues to have an increased presence in our lives, making us feel increasingly distant from the physical world.

By decluttering the social content you post on your accounts, you can create a consistent powerful message across all of your digital touchpoints: including social media marketing platforms, digital ads, and your website. The following post from Tasty blurs the background to create negative white space around the focal point (instructional text), while the post from Home Depot presents a less streamlined, more complex, and cluttered image:

Straightforward, simple to understand content will increase engagement with your audience. In many instances, “less is more” – as said by Ludwig Mies Van der Rohe, a German-American architect that helped pioneer the minimalist movement.

Wellness & Nature

People are looking to seek balance through nature: as a way to counteract the stressful, technical and disconnected worlds in which they live. According to Janine Garner, “What you actually need for exponential growth is a network of transformational rather than transactional connections. It’s about connecting in the right way, engaging in two-way conversations and sharing value with each other.” The following Instagram post offers organic coffee and connects to nature in a clean and simple way:

The products and services that draw attention on social media increasingly represent the desire to de-stress, and feel reconnected with nature and natural products. Wellness does not only represent the physical; but includes mental, emotional and spiritual states. Content that connects an audience with this balance speaks volumes, making for powerful marketing efforts. The following example on Groupon promotes a winter getaway, using nature and an outdoor activity to promote a vacation package:

In short, use imagery that is calming, clean and up-lifting when it appropriately reflects your brand message. Clean, simple and calming messaging draws your audience to interact and engage with your brand.

Engagement via Personal Connection

The amount of technology that we interact with on a daily basis can be overwhelming. People crave personal interaction, which can be accomplished using social media marketing as a tool to interact with others. Marketers can inspire interaction through content such as instructional videos, ratings and reviews, or requests for tips or suggestions on both products and services that you have to offer. While the following example from Starbucks draws criticism from followers wanting other beverages from years past, it appropriately sets the stage for indulging in specialty holiday coffee:

Likewise, personalization can promote feelings of personal connection. The following landing page below from Stitch Fix highlights an inclusive, inviting approach, with main categories for men, women and kids helping to offer a personalized shopping experience for those respective shoppers:

Summary

How your brand messaging is designed will determine how compelled your viewers are to engage with your content. Images should be clean, crisp, and concise in order to capture the attention of your audience and future audiences. A simple message presented through calming, yet highly effective means can be a powerful tool for engagement with your audience. In addition, being aware of environmental and cultural trends that are grabbing the attention of consumers can have a strong impact on your marketing.

Being mindful of the things that mean the most to your audience when developing the imagery and video content should be top priority to your marketing efforts. Set yourself apart from the pack by engaging your audience with clean, calming, and consistent social media marketing content, and watch your brand continue to grow.

Authors: Shannon Olear and Matt Sharritt, Ph.D. (CueCamp)

The post Social Media Marketing Techniques to Differentiate Your Brand appeared first on CueCamp.

Consider the ease of simply clicking a button within an attractive user interface, following the vehicle as it comes to your door and enjoying a smooth ride. For all the talk about their technology, their business model and their strategy, experience is what ensures customers continue to use the service. This idea has brought me to the concept of UX as strategy. It’s the idea that today, more than anything else, your UX will determine the success or failure of your software and your business.

A killer UX creates deeper customer engagement and loyalty.

A powerful and engaging UX doesn’t just make your product easier to use — it helps you engage more deeply with your customers, ensuring they stay loyal to you rather than looking to your competition. It builds brand loyalty and increases the chances that your customers will become your most effective advocates. Your UX also plays a key role in enrichment, ensuring your customers purchase additional products and services.

Your UX now forms the heart of your competitive differentiation.

I don’t believe I’m writing anything new in highlighting the importance of UX for software and applications. What is new, however, is how your UX can form the basis of your competitive differentiation. Building long-term, sustainable, competitive differentiation is one of the toughest objectives that executives face. In today’s digital world, the UX of your products and services plays a fundamental role. People engage with brands and companies via their software, and thus via their UX.

It is your brand, plus highly satisfied customers and fans, that will result not just in your business growing, but in building competitive differentiation. For example, it’s incredibly hard for other companies to match the loyalty of people who love Apple’s products and services. Even when other manufacturers build products that can compete on a technical and functional level, and that may even sell at lower price points, people remain loyal to the brand. Apple has been at the forefront of blending the concept of a brand with people’s identity, their image of who they are as individuals. Apple’s UX is at the very heart of this.

Making UX Your Strategy

At a high level, I recommend the following actions as you make UX your business strategy:

• Link your design metrics to your business metrics.

Those individuals responsible for the design of your software are now at the heart of the success of your business. As a result, we also need to ensure that their success, and that of your design, becomes linked to your business’s key performance indicators.

• Use the latest technology to build hyperpersonalized services.

Increasingly, in order to build these powerful experiences, organizations will need to use the latest technologies, from automation to machine learning. Customers now consider such personalization the norm, part of the overall experience of using your software. Airbnb’s personalized travel recommendations after you book a trip, such as offering a tour of Boston’s live music scene just after you reserve a stay in the city, is one such example.

• Build design systems.

Leading organizations such as Adobe and Salesforce have increasingly spoken about the need to create “design systems” to build these powerful user experiences. These are the systems and processes that enable them to scale their design best practices, rather than constantly reinventing the wheel. Forrester analyst Gina Bhawalkar points out that they also play a key role in linking your design team to your development team. She mentions that design systems should “also include the reusable code behind those design elements, and for this reason they should be created as a partnership between design and development teams.”

• Foster a product-centric culture and mindset.

If you listen to any of the founders of the UX-centric companies I’ve mentioned before, you will realize that they obsess about their products and the experiences their customers have with them. I would argue that if it’s not their top priority, it probably ranks very high. This is something easy to achieve as a startup, but much harder when you are, for example, a large financial institution that is used to thinking that your “product” is a checking account or a home loan, instead of the app or website your customers use to buy and manage those financial solutions. I often wonder whether the top executives at large firms even use their software products because some of them are so bad.

The democratization of technology helps drive better UX.

Ultimately, this is all part of what many people have referred to as the “democratization of technology.” This is because, fueled by cloud computing and new open-source technologies, it’s not just large companies or tech giants that can create these compelling user experiences.

So while effective UX design is one of the hardest aspects of product development, new technologies, tools and approaches are making it possible even for startup teams on a budget to build these compelling digital experiences. We’re seeing organizations take advantage of this to move nimbly and build light, attractive, mobile-first experiences. This is what it means to make UX your strategy, and in 2019, I believe it is the only way your organization will achieve success.

Written by: Alex Robbio (Co-founder of Belatrix Software and Member of Forbes Technology Council)
Posted by: CueCamp

The post User Experience (UX) Is Now Your Business Strategy appeared first on CueCamp.

Engagement is, without question, a complicated subject matter – and practice – thanks in part to the variety of definitions that could be, and often are, applied to it. By creating unique and memorable digital experiences, however, it is possible to develop productive and profitable relationships with customers.

One enterprise, for example, might define engagement as repeat visits with purchase amounts over a certain level, while another might be laser-focused on those moments along the user’s journey when activity reaches a certain level – X number of pages viewed, Y number of items shared on social or Z number of friends referred as the indicator of a genuine level of engagement. In each of these instances it is easy to see how deeper connections and greater revenue can be achieved from engagement.

Essentially, Web businesses (all businesses really) will measure engagement in different ways based on enterprise objectives. Regardless of how an enterprise defines and plans to increase engagement among its users, however, one thing should be certain – it is essential to success.

Customer Engagement Today Starts with Tech

While an incredible amount of investment (time and financial resources) is required to achieve true improvements to the state of user engagement, there are plenty of technologies and techniques that can be leveraged to get enterprises where they need to be.

Authentication solution LogMeIn, for example, recently acquired Nanorep, a company that provides a self-service chatbot and virtual assistant. The Nanorep products use artificial intelligence (AI) and natural language processing (NLP) technologies to create solutions (bots) that make self-service more engaging and intuitive (see image). Brands including Intuit, FedEx, Toys“R”Us and Vodafone are just a few of the companies currently using Nanorep for some of their key customer service initiatives.

LogMeIn also recently released a new customer relationship (or engagement) management platform, Bold360, and many will see the Nanorep acquisition as another opportunity to deliver more human, more personalized and more intelligent customer engagement solutions. LogMeIn seems to be headed toward developing digital experiences that enable them to establish better ’Net relationships with consumers, but what about you?

The reason that engagement is such a tricky subject to discuss (besides the fact that it can be defined in so many different ways) is that the factors and elements we are dealing with here (emotions and data) are so wildly different for each user.

The Secret to Customer Engagement

When users feel a connection with a brand, a bond or rapport with the experience that has been presented, what ultimately ensues is familiarity (the precursor to customer engagement).

The secret to engaging users therefore is actually quite simple: know the user.

Knowing users’ wants, desires and ultimately their emotions provides an opportunity to spark their interest. Engagement only grows when users are confident that businesses actually care about their well-being and meet their expectations – or, at least to care more than taking their money alone.

Despite loads of evidence that personalized digital experiences outperform those that are not tailored to a person’s history, behaviors and attributes, Web retailers have been relatively slow to adopt technology to make it happen. Omnichannel commerce platform Kibo and Astound Commerce have released a joint study that assessed the current personalization and omnichannel sophistication of retailers testing metrics across desktop, mobile and in-store buying touchpoints; and the results are disheartening to say the least.

Seventy percent of personalization experiences on an e-commerce site, for example, only happened when the shopper was logged into an account. What is even worse is that just 4 in 10 retailers did not send an email following an abandoned cart on a website. Of those retailers that did send an email, zero offered an incentive to purchase. And here is another: 4 in 10 retailers did not even display recently visited items on a website upon a consumer’s return visit.

How can e-commerce merchants, or any ’Net professional, expect to develop a productive relationship with that level of effort?

The point is there is more that can be done to improve the experience of users and truly engage them – which can only be achieved by creating unique,dynamic and interesting experiences.

Creating & Crafting Experiences

Now that the secret to customer engagement is known (remember, it is to have an emotional connection with the user) – enterprises are ready to create and craft experiences that truly engage users.

Step 1: Identify why users are not engaging currently If current rates of conversion and rates of interaction are known, enterprises can compare participation levels among audience groups and content categories to position their products and offers in a way that delivers an experience that is in-demand. Analytics help track and collect data about user profiles, which is the only sound way to develop an engagement strategy.

Step 2: Foster collaboration People have some weird, human and internal need to share their stories, struggles, victories and losses. They also love to talk about themselves and will “love” businesses that provide them an opportunity to do that. When users are able to send messages to one another, post videos/images, share their opinions and expertise with others, they will be delighted by the opportunity and the chance of return increases dramatically.

Step 3: Develop memorable experiences The experiences that brands create must be memorable and lead to some pre-defined performance gain.

Loyalty software provider OfferCraft, for example, defines engagement as “motivation.” In other words, how can brands use digital outreach and digital experiences to incite action?

OfferCraft’s VP of Marketing Dan Grech suggested it comes down to getting people to do what it is the enterprise wants them to do. And how do they do that exactly?

Enterprises may want to consider approaching that question through the prism of science (specifically behavioral economics and decision theory).

“One of the ways we do that is through games,” said Grech. “Games are tremendously motivating to people. If you take any promotion and you gamify it, you accelerate it – you get more people to do what you want them to do.”

In practice, OfferCraft teamed up with Swinomish Casino & Lodge in Anacortes, Washington, to launch weekly gamified offers that customers can play on the new website SwinBig.com, in email and via social media. And each week, the Swinomish Team offers a live look at each game on Facebook.

The games, themed around a movie series, summer holidays, and casino amenities and anniversaries, have been received enthusiastically by more than 10,000 people, and the prizes have driven hundreds of players each week to visit the property. Since initially launching in May 2017, the weekly gamified offers have driven 6.97 times the number of redemptions compared to similar offers on Facebook and email made a year earlier.

Promotions using Facebook Live videos and SwinBig.com have led to a 15 percentage point increase (from 10 percent to 25 percent) in the reward redemption rate in the 2017 summer movie campaigns compared to 2016.

Understanding the barrier to engagement, fostering community and collaboration among users, and making the experience memorable and enjoyable are all important to the success of engagement initiatives, but there are many other elements that must be considered as well.

The Role of Design in Engagement

It cannot be said enough; everything impacts the level of engagement that consumers will experience. And that everything, of course, includes digital design.

Unfortunately for many enterprises, design can have a deeply negative affect on their consumers’ experience. How often, for example, are the long-term ramifications of digital design decisions made at your company (recently or long in the past) considered in relation to levels of engagement?

Design trends emerge routinely and they often immediately capture the attention of everyone involved in the digital experience, but it is difficult – even among the most data-driven and industry experienced – to understand the result and broader impact of implementing specific elements or leveraging entirely new styles. Such is the case, it appears, with the trend of flat design.

Some research made available recently from nngroup revealed that flat interfaces often use weak signifiers. The eye tracking experiment compared different kinds of clickability clues, and found that user interfaces with weak signifiers require more user effort than strong ones. Essentially, flat user interface (UI) elements attract less attention and cause greater uncertainty – and that is obviously not the ideal scenario.

nngroup investigated how strong clickability signifiers (traditional UI design clues such as underlined, blue text or a glossy 3-D button) and weak or absent signifiers (for example, linked text styled as static text or a ghost button) impact the ways users process and understand Web pages. The results, as you might imagine, are anything but encouraging. The average amount of time was significantly higher on the weak-signifier versions than the strong signifier versions. On average, participants spent 22 percent more time (which means slower task performance) looking at the pages with weak signifiers.

What’s more, the average number of fixations was significantly higher on the weak-signifier versions than the strong-signifier versions. On average, people had 25 percent more fixations on the pages with weak signifiers. nngroup suggested that since their experiment used targeted findability tasks, more time and effort spent looking around the page is not good.

There is no reason to forgo design modifications because of concerns over what might happen to engagement, but it is something to monitor closely. As always, a marketer using his or her best digital judgment is always a good decision. When all else fails, they should follow their digital heart.

Emotional Intelligence & Engagement

It turns out that a high-level of emotional intelligence could greatly benefit brands – particularly those that primarily service the millennial generation.

According to recent consumer research from Klarna UK, millennials experience higher levels of anxiety, impulsiveness and impatience than their older counterparts. The research indicates that two thirds (68 percent) of millennials reported feeling excitement when adding items to their online basket, compared to less than a quarter (24 percent) of people over 55. Other highlights of the study include:

+ 20 percent of millennials would feel less guilty if they were offered deferred payment options, and 1 in 5 would be more likely to complete a purchase if they knew they could spread the cost over time.

+ 89 percent of millennials use the basket as a tool to review costs, while more than three quarters often use their basket as a wish list, compared with only 29 percent of over 55s. Meanwhile, nearly three quarters (74 percent) admit to indulging in ‘buzz browsing’ – adding items to a basket with no clear intention to buy.

+ 58 percent of millennials are more likely to complete a purchase if an online offer is going to expire, so tapping into this fear of missing out by offering time-bound incentives and educating shoppers about pay after delivery or consumer finance options can encourage customers to complete their purchase.

At the core of every data-driven engagement strategy is the ability to target individual customers with precision, in real-time. Knowing how often customers interact with a brand, where they encounter a brand and how much they spend across all channels allows marketers to drive intelligent interactions based on data, not conjecture.

Website owners need to target users with customer lifetime value (CLV) in mind and there is no shortage of solutions emerging to help them do just that.

Customer engagement platform SessionM, for example, recently launched an interesting enhancement to its Audiences Module to enable marketers to go beyond the traditional method of defining and creating customer segments using generic demographics or attribute data filters and target using more specific data such as which items were purchased, spend thresholds, etc.

The update also enables marketers to calculate RFM (recency of purchase, frequency of purchases, monetary value of purchases) data about each customer, which can be aligned with guidance from SessionM’s product recommendation engine to deliver the next-best offer based on individuals’ preferences and past purchasing behaviors.

In (Constant) Pursuit of Customer Engagement

There is no one way to define engagement and no one engaging experience that will apply to every brand. Many elements and processes must be in place to establish genuine connections with consumers and motivate them to take the action desired by the enterprise. Only by focusing on creating technology-driven, unique and memorable digital experiences is it possible to win the hearts, minds and wallets of today’s consumers.

Written by: Peter Prestipino, via Website Magazine
Posted by: CueCamp

The post Customer Engagement, Relationships, and Unique Experiences Matter appeared first on CueCamp.

Our view on social’s role in content marketing is threefold:

1. Social should play a key role in informing content strategy
2. Facebook, Twitter, Pinterest, Google+, YouTube, Instagram, LinkedIn and so on are all valid platforms that should be used as part of your content strategy
3. Social media (particularly Facebook) has a unique ability to amplify your content placed on other channels

Social Media’s Role In Informing Content Strategy

Social data is an absolute core component of creating a content strategy. From deciding what to create content about, to the weighting of that content within your overall plan, the data you can pull from social should be integral to your thoughts.

There’s a whole host of great tools you can use to get insight in-house, such as:

– Followerwonk: Followerwonk allows you to analyse any Twitter audience by age, location, and bio word clouds to give you a flavour of your audience. Combine this with the most influential followers and see who they are and what you do to give yourself a headstart

– Unmetric: Unmetric allows you to track your competitors social media content and get alerted when there are spikes in engagement levels, allowing you to react or use historical data to plan future activity

– Twtrland: this tool allows you to delve into the Twitter data of any profile to see their most influential tweets, top followers, and basic demographics

We use a mixture of these tools, and some of our own data sets to really understand a target audience in advance of planning content. Outputs from various tools are used as part of the idea creation process, such as this Followerwonk word cloud of the bios of @datifyuk followers for instance:

Or this Socialbakers data based on the top Facebook interests by market, and the age split of people interested in Bollywood in New Zealand:

When you start adding of all of this data into the mix you can start to take intelligent decisions about your content marketing to make it more effective and relevant for your target audience.

Use Social Platforms As Part Of Your Content Strategy

Many brands will see their content strategy as having two sides, on-page (website), and off-page (guest posting/outreach led). Social often gets missed as a crucial part in between. Not only can social help you identify who to outreach to, but should be used as a platform for your content to drive engagement with your brand.

Your Facebook or Twitter updates should form part of your overall content strategy, and tailoring your content across various channels with a focus on social will always be beneficial. In Moz’s recent search rankings factor survey the majority of search marketers surveyed felt that social signals, and in particular the overall influence of Google +1’s on rankings would continue to increase in the future, again showing why social channels should be integrated into your strategy now.

Regardless of which channel works best for you, having a presence across each is important, even if only to own your brand name and keep people aware of you across their chosen channels. Google Plus is a good example of this – the users numbers are high, but interaction levels generally low (outside of the digital marketing community!). However, due to the increased importance Google are likely to place on this as a ranking factor for your content and therefore your site it is crucial that you keep this channel burning with your social content even if only with a few updates a week of content amended from another platform such as Facebook.

Amplify Your Content

Where social really can benefit your content marketing efforts is in putting your content in front of new audiences that are highly relevant and ready to engage. Whether your social audience is big or small, with Facebook, Twitter and LinkedIn you can now amplify your content through native paid means to reach new audiences at a relatively low cost compared to other channels.  At Datify, we do this for nearly every piece of content we create to ensure that reach is good when our clients have invested.

What’s more, the targeting across all three of these channels is very detailed, with Facebook in particular having multiple targeting levels that can enable you to find your perfect audience in this environment. This can enable you to create an initial buzz around your content, or keep traffic sustained after the initial outreach push.

Being able to target people who engage in other topics in your niche, who are in the right location and the right age grouping is a great opportunity, and can be very cost effective if managed correctly.

Whilst Matt Cutts has denied Facebook and Twitter’s social sharing signals are included as major ranking factors, they are still important as part of your content marketing efforts. Driving increased traffic to the content you create not only generates social shares, but also has the impact of creating ‘earned’ links, brand interactions and the potential for new business.

Facebook is particularly strong for amplifying your content. By using Power Editor you can ensure that your content is only seen in relevant News Feeds of the exact type of person you want to be viewing your content.

Summary

In summary, don’t think of social media as a completely separate discipline to content marketing – in fact, don’t separate the two at all. Social media should be completely integrated into everything you do – from informing your overall strategy, to being included as a platform to think about, and to increasing the distribution of your content.

Embrace social, particularly the paid amplification piece, to ensure that you can drive content marketing success for your clients.

Written by: Ben Harper, socialmedia today
Posted by: CueCamp

The post The Role of Social Media in Your Content Marketing Strategy appeared first on CueCamp.

Moreover, “highly prototypical” sites – those with layouts commonly associated with sites of it’s category – with simple visual design were rated as the most beautiful across the board.

In other words, the study found the simpler the design, the better.

But why?

In this article, we’ll examine why things like cognitive fluency and visual information processing theory can play a critical role in simplifying your web design & how a simpler design could lead to more conversions.

We’ll also look at a few case studies of sites that simplified their design, and how it improved their conversion rate, as well as give a few pointers to simplify your own design.

What is a Prototypical Website?

If I said “furniture” what image pops up in your mind?  If you’re like 95% of people, you think of a chair. If I ask what color represents “boy” you think “blue”, girl = pink, car = sedan, bird = robin, etc.

Prototypicality is the basic mental image your brain creates to categorize everything you interact with. From furniture to websites, your brain has created a template for how things should look and feel.

Online, prototypicality breaks down into smaller categories. You have a different, but specific mental image for social networks, e-commerce sites, and blogs – and if any of those particular websites are missing something from your mental image,  you reject the site on conscious and subconscious levels.

If I said “Online clothing store for trendy 20-somethings” you might envision something like this:

image credit

This follows the “online clothing store” prototype so closely, that it shares many attributes with the wireframe for an online clothing store that sells hip-hop clothing.

image credit

Neither  lacks originality, and it’s unlikely they “stole” from each other. Instead they’re playing into what your basic expectations are of what an e-commerce site should be.

What do you Mean By Cognitive Fluency?

The basic idea behind cognitive fluency is that the brain prefers to think about things that are easy to think about.

That’s why you prefer visiting sites where you instinctively know where everything is at, and you know what actions you’re supposed to take.

“Fluency guides our thinking in situations where we have no idea that it is at work, and it affects us in any situation where we weigh information.” – Uxmatters.com

Cognitive fluency is an stems from another area of behavior known as The Mere Exposure Effect, which basically states that the more times you’re exposed to a stimulus, the more you prefer it.

image source

Again, the rules are the same online.

It’s “familiar” for blogs to have opt-ins on the right sidebar, or e-commerce sites to feature a large hi-resolution image with an attention grabbing headline & the company logo on the top left hand side of the screen.

If your visitors are conditioned to certain characteristics being the standard for a particular category of site, deviating from that could subconsciously put you in the “less beautiful” category.

Here are a handful of e-commerce sites. See if you notice any similarities.

Warning: Whatever you do, for the love of GOD, don’t take what I’m saying as “do what everyone else is doing.”  If you’re not careful, you could really hurt yourself that way.

It’s important to know what design choices are prototypical for a site in your category, but it’s more important to find evidence that supports those design choices resulting in some sort of lift.

A lot of designers make bad choices. Without doing the research, you could make them too.  For example, many e-commerce sites use automatic image sliders to display products, but study after study shows that automatic sliders tank conversions.

What Happens When You Meet Basic Expectations? – A Case Study

In the three images above, everything you’d expect from an ecommerce site is exactly where it’s supposed to be. Even if you’ve never been to the site, there’s inherent “credibility” to the design.

With a high level of fluency, a site will feel familiar enough that visitors don’t need spend mental effort scrutinizing and can instead focus on why they’re on your site in the first place.

When the experience is dis-fluent however, you feel it immediately. Take online tie retailer, Skinnyties.com, who didn’t really look like an e-commerce site until their redesign in October 2012.

Before:

After:

A few key changes that lead to huge results:

• Follows prototypical e-commerce layout themes
• Much more “open” with whitespace.
• Images feature a single product with high-resolution pictures & contrasting colors.

Check out the full case study on this particular redesign, as it shows what is truly possible when updating a site to “fit in” with current prototypical standards.

These are the results of the redesign are staggering for only 2.5 weeks after the launch:

The redesign itself, while pretty, isn’t doing anything groundbreaking. It plays exactly into the expectations of what a modern online clothing retailer should be. It’s “open”, responsive, and has a consistent design language across all of the product pages.

But when contrasted with the old site, it’s very clear that the lack of these common elements were preventing buyers from making purchases on the site.

What Visual Information Processing Has To Do With Site Complexity

In this joint study by Harvard, University of Michigan, and University of Colorado, researchers found strong mathematical correlations for “aesthetically pleasing” between different demographics – For example, participants with PhD’s did not like high colorful websites – but there were no guidelines that emerged for universal appeal.

The only thing that was universal was that the more visually complex a website was, the lower it’s visual appeal.

(Sidebar: if you wish to take the test, you can do it here)

Why Simple is Scientifically Easier To Process

The reason less “visually complex” websites are considered more beautiful is partly because low complexity websites don’t require the eyes and brain to physically work as hard to decode, store and process the information.

Watch this quick video about how the eye sends information to the brain for that to make more sense.

Basically, your retina converts visual information from the real world into electrical impulses. Those impulses are then routed through the appropriate photoreceptor cells to transmit the color and light information to the brain.

The more color and light variations on the page (visual complexity) the more work the eye has to do to send information to the brain.

“…the eye receives visual information and codes information into electric neural activity which is fed back to the brain where it is “stored” and “coded”. This information can be used by other parts of the brain relating to mental activities such as memory, perception and attention.” – Simplypsychology.org

Every Element Communicates Subtle Information

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This is why it’s important when designing a website to remember every element –typeography, logo, and color selection – communicates subtle information about the brand.

When these elements don’t do their job, the webmaster often compensates by adding unnecessary copy and/or images, thus adding to the visual complexity of the website, and detracting from the overall aesthetic.

Optimizing a page for visual information processing – specifically simplifying information’s journey from eye to brain – is about communicating as much as you can in as few elements as possible.

While that’s an article all on it’s own, consider MailChimp’s logo redesign as food for thought.

When they decided make the brand grow up, they didn’t add the usual “we’ve been doing email since 2001, 3 million people trust us, here’s why we’re awesome, blah blah blah”

Instead, they tightened up the writing, simplified the website – the top headline simply reads “Send Better Email” – and added an even simpler explainer animation of the core product.

Even though this was part of a bigger growth strategy, the results are still impressive, over a million new users have been added since June, when the new logo was first debuted.

 ”Working Memory” & The Holy Grail of Conversion

What all this simplicity is leading to is what happens once visual information finds it’s way to the brain.

According to the famous research of psychologist George A Miller of Princeton, the average adult brain is able to store between 5-9 “chunks” of information within in the short term, working memory.

Working memory is the part of your brain that temporarily stores and processes information in the course of a few seconds. It’s what allows you to focus attention, resist distractions, and most importantly, guides your decision making.

image source

Everything we’ve been talking about up to this point is to reduce the amount of “noise” that makes it’s way into the working memory.

On a “low complexity, highly prototypical website”, the 5-9 “chunks”  the working memory tries to process are things like guarantees, product descriptions, prices or offers. When the working memory can stay focused on fixing the problem, it will try and solve the problem as quickly as possible.

Deviation Causes Disengagement

When you deviate from a person’s  expectations – the price was higher than expected, the color scheme and symmetry were off, the site didn’t load fast enough, the photos weren’t high enough resolution – the working memory processes those disfluent “chunks” instead of what matters.

That’s because the working memory calls the long term memory to use what it already knows to perform the task. When the long term memory can’t aid in processing the information, flow is broken & the working memory disengages and moves on.

That’s why it’s vital you understand your visitor’s level of exposure – not just for sites in your category, but to websites in general -If you want to “hack” their working memory with design.

The blogs they read, the sites they shop on, their browser, age, gender & physical location, all hint at how  will impact their level of familiarity on first impression.

Conclusion

If the visitor can’t rely on their previous experience, they’re not thinking about how innovative your site is. They’re just left wondering why things aren’t where it’s “supposed to be.” Not the best frame of mind if you want them to buy stuff.

Bonus: 7 Things To Do When Planning A Simpler Site.

1. Research your audience and the sites they visit the most. Look for case studies on design changes from said sites & how those resulted in improvement is key areas.
2. Create a mashup of all those “working” components for your own site.
3. Obey the rules of cognitive fluency when you lay out your design. Put things where your visitors have grown accustomed to finding them.
4. Rely on your own colors, logo, and typeface to communicate clearly and subtly. Don’t add copy and/or images unless it communicates something your visitor actually cares about.
5. Keep it as simple as possible – one large image vs a bunch of little ones, one column, instead of three – utilize as much white space as possible.
6. Double check to make sure your site fits the public expectation in pricing, aesthetics, speed, etc.
7. Remember that “prototypical” doesn’t mean that every aspect of your site should fit that mold.

Don’t think of your site as some unique snowflake piece of art. Instead make it a composite of all the best stuff.

Your visitors will love you for it.

Written by: Tommy Walker, ConversionXL
Posted by: CueCamp

The post Why “Simple” Websites Are Scientifically Better appeared first on CueCamp.

Many usability problems are quickly being addressed and fixed: for example, a recent post by Nielsen-Norman Group discussed the primary call to action (apply button) displayed below the fold, requiring users with typical screens to have to scroll down to find the apply button. As can be seen in the above screenshot, this problem has been addressed. However, the overall user-experience of shopping for health insurance is still flawed – with basic pricing information being difficult to find, and changing information as users go through the registration process. The new HealthCare.gov website highlights the difference between usability and user-experience: while usability could use improvement, the overall experience of the website is quite complicated, hindering users from shopping for insurance coverage.

The HealthCare.gov homepage has a well-designed wireframe, with clear labels and an easy to understand navigation structure. There are clear calls to action, encouraging users to apply for coverage (the ‘Apply Online’ and ‘Apply by Phone’ buttons). For users looking to explore coverage options before applying, the ‘See Plans Now’ button, circled above, helps users to see plan options before registering. However, once plan options come up, more information to discriminate amongst plans is not available:

While the site states repeatedly that costs vary depending on factors such as income level, more information on the plans could be made available under each option. As shown above, 47 options were available, with little to discriminate between plans other than price.

Application Process

The initial screen for applying looks like the following:

While the above screen is simple, with a clear call to action (clicking ‘Get Started’), the icons representing the application process are not clear. While it appears that a three step process is involved, the icons do not convey meaning to the user as to what is involved. Following, users are asked to create an account:

As shown, the account creation screen is simple (creating a username and password), but the security process complicates things. Instructions on creating a username and password require special characters for increased security, which can frustrate the registration process. Password characters are hidden as dots, making it more difficult for users to see what they are typing for a password. The process indicator (lower-left dots) are not clear at communicating where exactly the user is at while registering, either.

Over-Blown Security Wrecks User Experience

We had a test user run through the application process on HealthCare.gov, and their experience highlights problems with the website’s heightened security requirements, as well as delays from the site being unavailable or too slow:

The entire application process took about 55 minutes, longer than what I would anticipate for filling out a simple application. Why? I was asked many security questions to ensure my identity. I was first asked to make an account, which required me to answer 10 security questions. It was scary to know the amount of information they knew about me. One of the questions was, ” What was the name of the dog that you bought pet insurance for in 2010?” How would they know that? Other questions asked about information on my taxes and credit report.

Once my identity was checked I then watched the wheel of death spin and spin with a message saying that they would email me a link in order to move forward. I went to my email where I waited for about 30 minutes before I received my special link.

Once I clicked on the link I was brought back to the website and asked to login. After logging in I was then asked several more security questions in order to ensure my identity yet again. This time I was asked to set up security questions. Normally on a website security questions that you set up are suggested to you as they were here. However the types of questions set up were much more detailed then I would have liked. As an example one question was,” What is your parents current mailing address?” Another question I could set up was,” What is the VIN number to your car?” I am sure if I ever could not log into my account and the VIN question came up I would not be able to remember the answer.

I then was able to fill out the application, which took me through my personal information, tax history, current income level, and what I expect my future income to be. The application process was then completed, so I had thought. I was then asked to review my application.

During the reviewing process you were supposed to be allowed to correct any information on the application. I made several attempts to change my address. I would click on the EDIT button and it would take me to a different section of the application. I spent about 5 minutes trying the edit process but never managed to change my address. I would be brought to a different section of the application and I would have to continue from that point on filling out the entire application again.

Security is paramount on a government website handling personal information and health records; however, the amount of verification seems to hurt the user experience. As discussed, users must create an account to obtain accurate pricing information and to shop health insurance plans. Users can see a list of plan names for their area with typical pricing, but pricing is inaccurate until an application has been filled out (based upon income and other factors).

Our test user above was emailed after the application was filed, and told that they had to wait to see coverage plans until further investigation could be completed. Our user expected to be ‘rewarded’ with useful information after completing the long application process. The early stages of application on HealthCare.gov look simple, and encourage users to begin an application; however, the reality is a long process with difficulties that waste users’ time and a delayed gratification of shopping for coverage.

Technical Problems and Error Messages

As stated in the news, HealthCare.gov frequently stalled or the system went down for our test users. Below is an example, with a ridiculous ‘reference ID’ code to phone in to customer service:

While surprising for such an important website launch, heavy traffic from initial use might be partially to blame, as is the lack of testing before the site was live. From a usability standpoint, improving user workflows through the site could also yield performance increases, reducing demand on precious system resources that are being shared by so many users seeking coverage before the mandatory deadline.

We cannot imagine the costs being incurred by the number of employees required to handle the phone calls and customer service. As the saying goes, ‘an ounce of prevention is worth a pound of cure‘, which certainly applies to usability research and careful planning of a website this large and important.

If you have used HealthCare.gov, please tell us about your experience by leaving a comment below.

Written & Posted by: CueCamp

The post Flawed User Experience on HealthCare.gov appeared first on CueCamp.

Website Usability Tip #6: Recognition, Not Recall

Minimize the user’s memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the site to the other. Nor should the user have to remember or learn a new way to do something. (ex. Checkout Process)

• Use common icons that make sense to the user
• Do not over-complicate your interface
• Only use pop up instructions on buttons if you must

Website Usability Tip #7: Flexibility & Efficiency

Flexibility: allow multiple ways of accomplishing the same thing.

Users can find information through:

• A search box
• Using menu navigation
• Breadcrumbs
• Links in the footer

Efficiency: build in simple and efficient methods of doing common tasks, without making it difficult for someone new to the system.

Amazon’s checkout process and shopping cart system are an example, with users being able to set up a ‘one-click’ checkout system where a default credit card and address are stored to make checkout super speedy and easy.

Website Usability Tip #8: Aesthetic and Minimalist Design

Aesthetics is important when designing for the web. Knowing how to balance aesthetics with what users want can be a challenge.

Here are some key points to remember:

• Make sure colors play off of the colors of a well designed logo
• Do not overwhelm users with too much content
• Content should be relevant to the site
• Use clickable videos
• Never use avatars

A big mistake that web designers often make is adding more pages to a website to make it look more ‘legit’. Always remember that users on the Internet usually quickly skim over information, and avoid wordy text. Overwhelming them with redundant information will make them leave the website.

Website Usability Tip #9: Assist Users

Help users recognize and recover from errors.

• Error messages should be expressed in plain language
• If there is a process for ordering something (or otherwise), guide users through the process
• Never make users guess what to do next
• Constructively suggest a solution if a mistake is made

Website Usability Tip #10: Documentation

Even though it is better if a website can be used without any assistance, it may be necessary to provide documentation for complex tasks.

Any such information should be easy to search, and focused on the user’s task.

• List concrete steps to be carried out
• Make sure instructions are not too long
• Ideally, it should be contextual (placed where it is needed, so users don’t have to search for it)

Let us know if you have any questions on our website usability tips. If you would like a free expert analysis of your website’s usability, request a free usability report from CueCamp.

Written and Posted by: CueCamp

The post Website Usability Tips, Part 2 appeared first on CueCamp.