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The Role of Customer Feedback in Improving Support Strategy and Experience

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The Role of Customer Feedback in Improving Support Strategy and Experience

While anyone who has worked in retail bristles at the phrase, “the customer is always right,” there is a level of truth to the statement, especially regarding customer feedback. Not only does customer feedback allow you to get a good sense of your customer’s needs, but it also allows plenty of opportunities to update your sales funnel and prioritize overall client satisfaction.

Here, we discuss four key ways that listening to customer feedback can benefit your business, from improving overall satisfaction to offering crucial training moments for your support team. By ensuring the customer experience is as smooth and enjoyable as possible, you are well on your way to securing loyal customers, building your company’s reputation, and increasing overall customer satisfaction. So, without further ado, let’s jump into the topic.

What Is Customer Feedback?

Customer feedback is any information that gives insight into your customer’s satisfaction level. While most people associate customer feedback with checkout surveys and questionnaires, other kinds of customer feedback include followed action paths and engagement metrics.

If you’re interested in learning how your customer base feels about your company, paying attention to crucial customer feedback markers can make a huge difference in your customer support strategy. For example, responding to customer reviews, following up on past purchases, and more can all drive customer satisfaction and give a better understanding of overall client satisfaction.

Four Key Ways Customer Feedback Benefits Your Business

Customer feedback is good for more than just filling out your review page. Not only does honest customer feedback give you a clear look at your customer’s needs, but it can also help you identify potential issues in your support strategy and fix them earlier. Here, we cover four key ways customer feedback benefits your business and how you can leverage customer service to drive other marketing and outreach tactics.

Customer Feedback Teaches You About Your Audience

Customer feedback can give you a glimpse into your target demographic, especially across social media platforms. After all, there’s more to customer feedback than just product reviews. Interfacing with customers on your social media accounts can give you a better idea of your target demographic, their satisfaction level, and more.

If social media customer support is not already on your radar, interfacing with customers through social media accounts can be a great way to interact with your target audience and build your brand identity. On top of this, thanks to the wealth of information tied up in social media, interacting with customer accounts can give you marketing insights and illustrate your audience outreach at a base level.

For example, past customers who interact with your social media accounts illustrate a successful marketing strategy. By surveying these groups, you can determine the market cross-section your last campaign reached and determine which demographics your business reaches through that channel.

With good customer outreach and a keen eye for customer feedback, you can turn any customer interaction into an opportunity to learn about your demographic and leverage future marketing campaigns, all while bolstering client perception of your company.

Satisfied Customers Are Repeat Customers

As noted above, any customer who used a service or purchased a product from you and comments on your social media page is a potential repeat customer. In addition, responding to and interacting with customer feedback helps engender trust in your business, and a listened-to customer will likely speak highly of your company in the future.

It’s important to remember that a satisfied customer is a repeat customer. Think about times that you’ve been unsatisfied with a purchase, only to have the interaction turned around through good customer service. That feeling of being listened to and valued should be the goal of your business’s customer outreach. Even the most unsatisfied customer can become a fan of your business thanks to good customer support.

By paying attention to customer requests, responding to feedback, and cultivating a positive customer service environment, you’re investing in return customers and word-of-mouth outreach at the same time.

Listening to Feedback offers Unique Training Opportunities

While some business leaders see negative feedback as a reason to catastrophize, a true business leader understands that each negative review is an office-wide training opportunity to help identify future issues and improve overall customer support. Listening to customer feedback offers unique training opportunities, from chances to develop a consistent customer service tone to key de-escalation tactics that benefit any customer service representative.

Of course, it takes skill to navigate the wealth of negative customer reviews that come with the internet era, so a crucial training opportunity for managing feedback is identifying what a recurring issue is and what is a one-off complaint from a customer. While you should treat all customer feedback with a level of gravitas, identifying repeat complaints and calling out potential future problems is a crucial skill for any support team.

Accurate Customer Information and Feedback Grows Your Business

Collecting customer feedback is as crucial as collecting customer email addresses. Encouraging your customers to leave honest feedback and ensuring their contact information is up to day can benefit your business in the long run. Accurate customer feedback ensures your customers are satisfied with your company while collecting accurate customer data allows you to target crucial demographics better.

With customer feedback and contact information, the more data you have, the better prepared you are to meet your customer’s needs. For example, collecting high-quality customer feedback allows you to tailor your company’s strategies to better fit your client’s needs. Similarly, accurate customer data will enable you to tailor your marketing and support strategies to target existing and future customers.

You can reach a wider audience and increase client satisfaction by pairing crucial feedback insights with accurate customer data. Therefore, it is important to balance these two aspects of customer management when looking to grow your business and improve your support strategy.

To learn more about how customer feedback can improve your support team or online sales, check out our other blogs. We offer key insights into online business management, SEO, and more, so you can bring your business to new heights.

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Unlocking AMC Insights Series: Leveraging Media Overlap Analysis for Enhanced Conversions

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AMC Media Mix

Amazon


By Tinuiti Team

In today’s data-driven marketing landscape, the ability to ask the right questions is paramount. Amazon Marketing Cloud (AMC) emerges as the magic 8-ball of advertising solutions, offering advertisers a robust platform for precise analytics and strategic decision-making. If you’re new to AMC, it’s a secure, privacy-friendly, dedicated cloud-based measurement and analytics solution introduced in 2021.

Understanding the Value of Amazon Marketing Cloud

Built on Amazon Web Services (AWS), AMC provides a flexible environment that empowers advertisers with customizable reporting capabilities based on event-level data across various data sets. These data sets can encompass both advertiser data and Amazon Advertising data, granting advertisers a comprehensive view of campaign performance. In essence, AMC equips advertisers with transparent, cross-channel data essential for making informed marketing decisions, a necessity in today’s marketing landscape.

For a comprehensive understanding of AMC basics, Tinuiti’s AMC overview provides all the essential information about the Amazon Marketing Cloud.

This article marks the first of a 3-part series where we dive into specific AMC use cases. In this installment, we focus on the Media Overlap analysis, guiding you through utilizing this report to address critical business questions, pinpoint key metrics, and strategically apply derived insights.

What is the Media Overlap Analysis? 

The Media Overlap analysis determines the collective impact of Amazon ads and isolates the incremental impact of a specific media type. The metrics provided by this report analyze reach and performance across a full-funnel strategy, including DSP Display, Streaming TV, and Sponsored Ads. 

To utilize this report, it is required to have data from at least two of the aforementioned ad types in a single AMC instance. The same products must be advertised in each ad type, and each ad product must have been running for at least one week during the same time period. It is recommended to wait 14 days after the query’s end date to use this analysis to capture all conversions due to Amazon’s 14-day attribution window. This use case is designed to help answer business questions surrounding how to best leverage the array of Amazon Ad products.

Here are a few examples of the types of questions the Media Overlap analysis addresses:

  • When shoppers are exposed to any combination of Display, Streaming TV, Sponsored Ads, what is the impact on conversion rates?
  • What impact does each ad type have on conversion beyond ROAS or last-touch attribution?
  • What is the average order value when shoppers are exposed to a combination of ad types?

The following metrics tend to be the most useful in addressing the business questions above:

  • Purchase rate: Percentage of unique users who purchased at least one time compared to unique users reached
  • Reach: Number of unique users reached
  • Users that purchased: Number of unique users who purchased at least one time.
  • Purchases: Number of times any amount of a promoted product or products are included in a purchase event. Purchase events include video rentals and new Subscribe & Save subscriptions.
  • Order value: Total amount resulting from a single purchase event

Below is a sample case study used to address the following question: When shoppers are exposed to any combination of Display, Streaming TV, Sponsored Ads, what is the impact on conversion rates?

Here is an example of a what a finalized report looks like: 

Top 7 Media Type Mixes based on Purchase Volume (CE Advertiser) 

Unlocking AMC Insights Series Leveraging Media Overlap Analysis for Enhanced

To answer the original question, the key metric to review here is the Prospective Purchase Rate (PPR). When exposed to fewer than three ad types, the PPR is significantly lower. However, when exposed to three or more ad types, the PPR increases. For users who were exposed to Sponsored Display (SD), Sponsored Products (SP), Demand Side Platform (DSP), and Sponsored Brands (SB) ads, the PPR was 8.19%, demonstrating the correlation between the number of ad types shoppers were exposed to and an increased Prospective Purchase Rate.

As a result of these findings, two prominent potential opportunities to improve performance emerge:

  1. Continuing to invest, or increasing investments, in DSP and video as they are key drivers in a user’s path to conversion. The advertiser should diversify their media mix with these ad products.
  2. Due to the correlation between Sponsored Products ads in combination with other ad products and higher conversion rates, there is an additional opportunity to build an AMC audience retargeting SP clickers. This will ensure advertisers are capitalizing on shoppers moving through the lower to upper funnel in their shopping journey.

AMC’s Media Overlap Analysis: Key Takeaways and Next Steps for Enhanced Conversions

AMC’s Media Overlap analysis highlights the impact of middle and upper funnel ads on conversion rates. Tinuiti’s teams observe many brands prioritizing Sponsored Products due to their perceived low risk and high returns under Amazon’s last-touch attribution model. However, this approach overlooks the influence of other ad types. Data from this analysis underscores the effectiveness of a holistic strategy. While a Sponsored Products ad may lead to a sale, it doesn’t consider other ad exposures that shape purchase decisions. The Overlap analysis underscores the value of a full-funnel strategy and the impact of DSP media on overall performance. Advertisers should consider adjusting budget allocations to DSP and streaming video based on these insights.

Furthermore, a full-funnel strategy can drive higher average order value.

The average order value significantly increases when exposed to a media mix of three or more ad types. While each advertiser should analyze their own business, Tinuiti consistently observes that users exposed to a greater number of ad products typically correlate with higher conversion rates and higher order values.

The Media Overlap analysis is part of the Instructional Query Library (IQL), which offers pre-built templates by Amazon to get started with the basics. If you’re seeking deeper insights with the guidance of experts who understand AMC’s unique landscape, reach out to Tinuiti today.

Liked this article? Don’t miss Part 2 of our AMC use case series on Tinuiti’s blog next month!

This post was authored by Averie Lynch, Specialist of Strategic Services at Tinuiti.

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Introducing Variation Generator for Web Experimentation

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Introducing Variation Generator for Web Experimentation

If you attended Opticon ’23, you saw first-hand how Optimizely has been investing in AI. Optimizely introduced Opal, an AI assistant designed to accelerate the entire marketing lifecycle. Opal is ever-present across Optimizely One, providing generative AI, smart insights, and recommendations to transform how our customers create, test and personalize digital experiences.

Now, our latest AI capability is here: Variation Generator. Available for all Web Experimentation customers, Variation Generator helps experiment authors expedite the ideation and creation of test variations.

What does it do?

Variation Generator leverages generative artificial intelligence to create a list of phrasing suggestions based on a site’s text elements like headlines, product descriptions, or call-to-action (CTA) wording, ultimately making it easier and faster for experimenters to plan multiple variations for their tests, which can be quite time-consuming.

Who is it for?

Based on our research, around 30% of experiments include text changes. So, experiment authors like optimization managers or digital marketers are spending a lot of time ideating/brainstorming multiple versions of the original copy to decide which should be tested. Variation Generator empowers users to add more variations in an experiment, which we strongly suggest after our Experimentation Benchmark research found that experiments with more variations (4+) tend to see higher win rates and return higher uplifts on the metrics tracked.

Cool…but generative AI is popping up everywhere, why does it matter here?

  1. Directly embedded into our UI: No separate tools or tabs to click out to…No typing out a prompt to a chatbot…just click the text element you want suggestions for, and click “generate.” All interaction stays within our Visual Editor.
  2. Reduce time and effort in variation ideation: Shorten the time it takes to come up with new experiment variations, allowing experiment authors to get more time back into their day.
  3. Optimize each variation in an experiment: Variation Generator provides unbiased and creative alternatives to experiment authors so they can make sure that each variation is different enough to avoid duplicative messaging, yet effective enough captures visitors’ attention.
  4. Increase a test’s chances of winning: Our Benchmark research shows that experiments with 4+ variations are ~90% more likely to win than experiments with just 2 variations. Variation Generator helps experiment authors create more variations, leading to higher lifts.
  5. Fine-tune brand positioning: Improve existing headlines, product descriptions, CTA buttons, and more, ensuring a consistent and impactful brand message across digital properties.

Increase a test’s chances of winning

This outcome is important enough to highlight a second time. Mentioned earlier, we know from our Experimentation Benchmark research that tests with more variations (4+) are more likely to produce a winning (statistically significant) result versus a traditional A/B test that pits a baseline (original version) against a single variation. Variation Generator can help experiment authors get into the habit of testing more variations and producing more winning results.

Future enhancements

Optimizely is committed to continuous innovation and improvement. Potential enhancements for Variation Generator include generating suggestions for other content types like images, icons, HTML, and CSS, as well as giving users more control over output fine-tuning, such as adjusting length, tone, and other fields.

At the end of the day…

Optimizely’s Variation Generator is a simple yet powerful feature that empowers experiment authors to create more effective and winning experiments. By harnessing the power of artificial intelligence, this feature saves time, optimizes variations, and fine-tunes brand positioning, ultimately leading to better results, stronger brand presence, and an effortless workflow.

Want more info? If you’re an existing customer, ask your account manager about Variation Generator, and if you’re a future customer, contact us to learn more.

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Tips and Tricks for Digital PR

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Tips and Tricks for Digital PR

In the bustling digital landscape of the 21st century, public relations (PR) stands as a beacon of brand visibility, trust-building, and reputation management. As businesses navigate the complexities of online competition, the synergy between search engine optimization (SEO) and PR has become increasingly evident. This article delves into digital PR, exploring how strategic integration with SEO practices can elevate brand visibility, drive organic traffic, and amplify PR success.

The SEO & Digital PR Power Couple

In today’s digital landscape, success hinges on a strong online presence. Two crucial aspects of achieving this are SEO and Digital PR. While they may have functioned as separate strategies in the past, they’re now recognized as a powerful team.

SEO focuses on optimizing your website and content to rank higher in search engine results, driving organic traffic. PR, on the other hand, builds brand awareness and cultivates positive press mentions.

However, creating compelling content that resonates with audiences and search engines can be challenging for many PR professionals. A recent Institute for Public Relations study found that nearly three-quarters (70%) of PR practitioners struggle with content creation. This is where the magic of SEO and digital PR working together comes in.

Combining these forces creates a synergy that delivers impressive results. Effective SEO techniques in PR campaigns can amplify brand messaging and ensure it reaches the right audience through search engines.

Conversely, strong PR efforts can generate backlinks to your website, a significant factor influencing SEO ranking. This teamwork propels brands to industry leadership by establishing online authority and positive brand sentiment.

Optimizing Your PR Efforts for SEO

PR and SEO go hand-in-hand in today’s digital marketing landscape. By aligning your PR activities with SEO best practices, you can significantly boost your online presence and reach a wider audience. Here’s how:

Keyword Research

Just like any successful marketing campaign, PR needs a strong foundation. Keyword research is crucial for understanding the language your target audience uses online. According to Google, more than half of consumers (53%) consult online resources before purchasing a product or service.

This includes potential students researching educational options. For instance, terms like “best online degrees for 2024” can be valuable keywords for online schools to target in their PR efforts to reach potential students actively searching for programs.

By identifying relevant keywords with high search volume, PR professionals can craft messaging that resonates with their audience and increases the discoverability of their content in search results.

Content is King (and Queen)

Compelling and newsworthy content is the cornerstone of any successful PR campaign. But for SEO, it’s not just about capturing attention.

High-quality content, such as press releases, blog posts, and infographics, should also be optimized for search engines. This includes using relevant keywords strategically throughout your content and adhering to on-page SEO best practices. By creating content that is both informative and search-engine friendly, you attract not only readers but also valuable backlinks and organic traffic.

Building Backlinks

Backlinks are links from other websites pointing back to yours. Search engines consider backlinks a sign of trustworthiness and authority.

Strategic PR campaigns can help you secure these valuable backlinks by pitching newsworthy content to relevant websites, building relationships with journalists and influencers, and leveraging social media to promote your content. However, focusing on earning backlinks from reputable sources is crucial, as spammy tactics can hurt your SEO efforts.

Optimizing Media Coverage

Every media placement you secure, whether an article, interview, or social media mention, presents an opportunity to enhance your SEO. Encourage journalists and influencers to include relevant keywords and links to your website in their coverage.

Promoting these media placements on your social media channels can amplify their reach and drive more organic traffic to your website.

Advanced SEO Techniques for PR Success

Today’s audiences crave engaging content; SEO is crucial to seeing your message. Incorporating advanced SEO tactics into your PR strategy can amplify your reach and achieve tremendous success.

Leveraging Multimedia

We’re living in the age of visual storytelling. Eye-catching images, infographics, and videos aren’t just trends; they’re powerful tools for grabbing attention and boosting SEO.

A Demand Metric report highlights the power of video marketing for conversions. 93% of marketers agree that video is just as practical, or even more effective, at driving conversions compared to other content formats.

These elements enhance user experience and provide opportunities for keyword optimization. Descriptive alt tags and strategic file names can help search engines understand your content and improve your ranking for relevant searches.

Data-Driven PR

Gone are the days of guesswork in PR. You can achieve laser focus and maximum impact by integrating SEO data with your PR strategy. Tools like keyword research can help you identify topics and language your target audience is actively searching for.

Analyzing website traffic and other SEO metrics allows you to tailor your content for optimal performance. This data-driven approach ensures you craft content that resonates with your audience and achieves your PR goals.

Collaboration is Key: Aligning SEO & PR Teams

Many companies have separate SEO and PR teams, but these teams should work together closely for maximum impact. By collaborating, SEO and PR can achieve more than they could. Here’s why:

  • More robust results: When SEO and PR share information, like keyword research and content plans, they can create campaigns strategically placed in search engines and reach the right audience through media coverage.
  • Unified Voice: Consistent team communication ensures a consistent message across all channels, from website content to press releases. This builds trust and credibility with your target audience.
  • Measurable Success: Working together allows SEO and PR to track the combined impact of their efforts. This data can refine future campaigns and demonstrate the overall value they bring to the organization.

In short, by breaking down silos and working as one unit, SEO and PR can create a powerful force for achieving your company’s goals.

The Future of SEO & Digital PR

The digital world is constantly changing, and how we approach SEO and digital PR also needs to evolve. Here’s a look at some of the biggest trends we can expect to see:

AI-powered everything

Artificial intelligence (AI) is poised to become a game-changer in SEO and digital PR. AI can help create high-quality content tailored to specific audiences, analyze vast data to identify trends and opportunities and personalize outreach efforts for journalists and influencers.

Voice search is king

With the rise of voice assistants like Siri and Alexa, voice search optimization is becoming increasingly important. This means websites must be optimized for natural language queries and focus on long-tail keywords that people might use when speaking.

Focus on user experience

Search engines are becoming more competent at understanding what users are looking for and giving more weight to websites offering a positive UX. This means creating sites that are easy to navigate, load quickly, and provide valuable and relevant information.

Building trust and authority

Search engines also emphasize Expertise, Authoritativeness, and Trustworthiness (E-A-T) when ranking websites. This means businesses must establish themselves as thought leaders by creating high-quality content and building relationships with other reputable websites.

By staying ahead of these trends, businesses can ensure their websites are visible, and their brands are well-represented in the ever-changing digital landscape.

Beyond the Buzz: Building Lasting Success with SEO-Fueled PR

In the dynamic realm of digital PR, mastering the art of SEO integration is paramount for sustained success. By optimizing PR efforts through strategic keyword research, compelling content creation, and targeted link-building strategies, brands can amplify their visibility, drive organic traffic, and forge lasting connections with their audience.

As we march towards the future, the synergy between SEO and PR will continue to be a guiding light, illuminating the path towards digital supremacy.

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