Connect with us

MARKETING

16 Tips to Handle Negative Customer Reviews Online

Published

on

Online reviews matter.

We all know it, whether we understand exactly how and to what extent they matter, at least in terms of organic visibility across search engines.

Google said so itself: positive reviews and customer-business interactions improve organic visibility.

But, more importantly, customer reviews impact real business outcomes and the decisions potential customers make to patronize or not patronize certain outfits.

Just like their influence in the real world (offline), reviews not only give people a better idea of the effectiveness and quality of a specific product, service, or business – they reinforce a better-than-average customer experience, something all consumers seek.

That’s why all brands must be accepting and engaging with customer reviews – good or bad, always.

Responding to the positive ones isn’t usually all that hard.

It’s the negative feedback that is usually the most difficult to handle, and with good reason.

It’s hard to take harsh criticism.

It’s even harder to deal with an angry customer that can sometimes, in these circumstances, becomes stubborn and overwhelming.

As such, here are the best 16 tips for handling negative reviews that all businesses will undoubtedly receive.

1. Answer Quickly

If someone is upset enough to leave a negative review, they usually do it pretty soon after the negative experience takes place.

And they’re going to expect a fairly swift response back.

It’s the right thing to do and it also helps limit the damage done.

2. Answer Thoughtfully

On top of being quick on the return, all review responses – especially the negative ones – need to be appreciated for their true value.

All feedback is critical, and even more so when it’s negative.

This feedback likely gives your team an understanding of some of the not-so-smooth aspects and pain points customers experience throughout their everyday experiences with your brand.

Appreciate their effort to communicate that with your brand’s stakeholders, and make a difference based on it.

3. Answer Honestly

No one is perfect.

Neither is any one business.

On top of being quick and thoughtful in your response, be honest.

Transparency goes a long way.

Most negative reviewers – and customers in general – prefer an honest response to a genuine mistake with the understanding that their complaint is addressed in a fair and heartfelt manner.

This typically results in an outcome that is better for the customer as well as the business in the long run.

4. Be Kind & Keep It Appropriate

There’s no doubt: some reviews get downright nasty.

Regardless, a business should never stoop down to that level of unprofessionalism.

Keep the same attitude you’d want an employee to use in person.

Stay buttoned-up, remember to think of the customer and their displeasures, and always offer an apology.

Remember, there’s so much more to lose for businesses that don’t act professionally and don’t rectify a negative situation by satisfying a displeased customer.

5. Give Each Response a Custom Response

Customers want to be heard.

They want to make an impact on the people operating the business being reviewed, but also the future of that business so that others don’t experience the same hardships as them.

One of the easiest ways to illustrate that to people is to give them the attention they deserve.

There’s no better way to do that than with a custom response showing empathy and compassion.

Genuinely caring through emotion – the same emotion a quality business runs on – will go a long way.

Just don’t confuse it with getting personal.

6. Never Get Personal

Be thoughtful and give a unique response, but don’t get personal and certainly don’t ever attack or retaliate.

Even if you remember the exact person leaving the review and know they were not completely – or even slightly – acting in the right way, handle it like a true business professional with so much more to lose.

And remember, you actually have much more to gain.

7. Take It Offline

A standard best practice for handling negative reviews is to take the communication offline as soon as you can.

The key to doing so is to make it easy to move communication offline without overstepping boundaries.

Don’t try and make the unsatisfied customer reach out to you.

Get their contact info, ask for the best way and time to communicate, and apologize for their displeasure with your product or service.

For this reason, the first response to a negative review is the most important one.

8. Be Thankful & Appreciative

All feedback is useful feedback.

Be thankful someone took the time to give you criticism, even when it’s harsh, and appreciate the fact that they are still offering you the chance to make it right.

Negative reviews can (and should) actually be a good (and free) way to keep customers coming back.

Some customers will never do that.

Scorned once and never to engage again would be a worst-case scenario.

Take it for what it’s worth and improve the company’s imperfections, and be sure to express that in your response.

9. Take the Extra Step

While you don’t necessarily have to go above and beyond, it’ll almost always help.

This could vary depending on exactly what the issue was and how big of an impact it had on the reviewer.

But sometimes simply apologizing just won’t be enough.

And offering a credit to be used at your business isn’t always going to be the answer either.

Take the extra step to show that you’re not only sorry, but that you want to make it right and earn the person’s trust.

Offering a gift of peace could be the first step in that direction.

A gift card or flowers could certainly make an impact. So could sending a heartfelt gift of appreciation and/or forgiveness.

But it also doesn’t have to be something expensive to win over a once-upset negative reviewer.

Get creative and think about what would matter to you as a customer.

Even something as simple as a custom video or image could not only improve the reviewer’s perception of the company and how it operates, but it will likely impact many other people for years to come, too.

Those who come across a review – and its response(s) – could quickly shift from once-uncertain or even unhappy customers into brand advocates.

And let’s not forget the impact word of mouth has, especially in the days of social media.

All you’ve got to do is go the extra mile and you’ll likely make an impact.

10. Take the Appropriate Action to Correct the Issue & Show That to the Customer

Again, customers want to be heard and know they had an impact on the business in question.

Take all reviews seriously and, when it comes to negative ones, look for commonalities for real ways to improve your business.

Use what you learn from these reviews and bring it back to the employees interacting with people and making decisions that are impacting customers.

This will make the changes that need to happen become a reality.

Then explain to people how this feedback affected your business.

There is good to be found in every review.

Find the good in the bad ones.

11. Follow up With Negative Reviewers

Always follow up with negative reviewers.

Make sure their issue(s) has been remedied and that they ended up a happy customer after the experience.

If they are, ask for them to remove the negative review if they haven’t already.

It won’t always happen, but more often than not, a person will take a bad review down because they felt as if they were treated in a fair way and reached what they considered to be a fair resolution.

12. Offer Compensation for Hardship, If Necessary

Many times, offering compensation when a negative review is posted is not necessary.

But other times it very much is.

Again, people just want to be heard and their opinions cared for.

But if someone suffered financial loss or personal damage, compensation – at least in the form of a money-back guarantee – is the very least a business can do to soothe the grievances of an upset customer.

13. Encourage Customers to Leave Reviews

The best way to ensure happy customers are leaving positive reviews is to recommend customers leave reviews.

Good reviews work alongside negative reviews to build a brand’s reputation.

All businesses will get both good and bad reviews.

But if you want to constantly improve your reputation, consider the power of reviews, the power of good business, and recommend those happy customers take it to popular review platforms like Google, Facebook, Yelp, and other mainstream sites, but also to industry-specific sites that affect brand reputation in your respective niche.

14. Understand How Reviews & Rating Sites Work

To fully understand the impact of reviews, business stakeholders also need to understand how reviews and rating sites work.

Different platforms are useful for different reasons at times.

To get the most out of these reviews, understand how the platforms work and which is best suited for your reviews in terms of customer impact and business reputation.

15. Request Fake or Misleading Reviews Be Removed

Not all reviews will be authentic.

Sometimes it’s the competition.

Sometimes it’s a former employee.

Sometimes it’s even a potential customer who never became an actual customer and they try to take it out on the brand for whatever reason.

These types of reviews are against most terms of service agreements and can be removed when reported to the proper leadership of each platform.

16. Monitor Your Online Reputation

Monitoring your online presence is the one sure way to stay on top of all reviews consistently.

By doing so, you’re able to apply the all the previously mentioned guidelines for handling reviews and ensure your business is positioned for success online and beyond.

More Resources:

Searchenginejournal.com

MARKETING

Master the CX trifecta: Data, content and tech

Published

on

Shutterstock 2227781509 800x450

Looking ahead to 2023 and beyond, businesses worldwide face lots of uncertainty.

One thing will remain constant throughout this period — customers expect excellent experiences when interacting with a brand. According to Acquia’s latest CX Report, businesses plan to prioritize customer retention over the next 12 months: 56% plan to improve customer experience, and 58% will focus more on customer service.

This should be a common goal. To weather a potential storm, businesses must keep customers by meeting and exceeding customer expectations.

Register today for “Master the CX Trifecta in 2023: Data, Content & Tech,” presented by Acquia,  and create the foundation for CX success this year and beyond.


Click here to view more MarTech webinars.


About the author

Cynthia Ramsaran

Cynthia Ramsaran is director of custom content at Third Door Media, publishers of Search Engine Land and MarTech. A multi-channel storyteller with over two decades of editorial/content marketing experience, Cynthia’s expertise spans the marketing, technology, finance, manufacturing and gaming industries. She was a writer/producer for CNBC.com and produced thought leadership for KPMG. Cynthia hails from Queens, NY and earned her Bachelor’s and MBA from St. John’s University.

Source link

Continue Reading

MARKETING

The Rise of Web3 in Web Design: 8 Ways Website Development Will Change Forever

Published

on

The Rise of Web3 in Web Design: 8 Ways Website Development Will Change Forever

Are You Prepared for the Shift in Website Design with the Rise of Blockchain Technology?”

Let’s take a deep dive into the exciting future and world of web3 blockchain technology, and its impact on website design and development.

I’m going to provide you with real-world examples, and by the end you should have a clear and concise explanation of how decentralization, data management, and interactions will work in the future of websites.

I’ll be sharing what I’ve learned about the benefits of adopting these technologies, including increased security, website personalization, and user control.

If you want to stay ahead in the field of website design and understand the future of the industry then this article is a must-read.

The way we build websites now is changing!

The way websites are built now is inefficient and requires a huge knowledge base to build correctly. Most website platforms these days use some form of a WYSIWYG “WiziWig” style builder like WordPress, Squarespace, Shopify, and countless others.

We’ve come a long way from having a static website that had to have each page hard coded with html, css, and javascript, now anyone with a basic understanding of a computer can build their own website… at their own peril if they are inexperienced.

It’s taken over 30 years for websites to be as good as they are today, this direction is for the long term thinker who wants to be on the cutting edge of the industry and build their brand in a space that is extremely new.

Content Marketing Certification

Want to get certified in Content Marketing?

Leverage the tools and channels to predictably and profitably drive awareness, leads, sales, and referrals—EVERYTHING you need to know to become a true master of digital marketing.​ Click Here

You will need to learn the technology overtime and become proficient with the types of industries that are looking to build web3 websites and applications. There are already a few decentralized website and web app builders out there that are fully running on blockchain technology. 

Decentralized Web App Builder Example: ICME

One example is a company called ICME that has “world’s first smart contract marketplace and web3 no-code suite.” Their modules even offer the ability to integrate with web2 applications that support API Post Requests.

Their entire code base is built on a blockchain technology called Internet Computer, which is why I’m actually invested in their Cryptocurrency known as ICP on exchanges. It allows you to do everything from building landing pages, websites, blog posts, online stores, Linktree type pages, Store NFT’s and more.

I do see some existing platforms like WordPress evolving into a fully decentralized Web3 platform, that would dramatically speed up market adoption as they have such a huge knowledge base and community of creators, it’s just a matter of time.

The exact evolution of website building tools is yet to be seen, but what’s certain is that web3 and blockchain technology will play a significant role in shaping the future of the web. The sooner you start to adopt and learn this technology the further ahead you will be when the time comes to switch from the internet we know it to what’s coming in the not too distant future. 

Web3 Websites will be easier to build and customize with AI Tools.

The process of building websites in Web3 becomes much more intuitive and easy with the integration of artificial intelligence, with tools like OpenAI, you will simply give the program a prompt and give it a clear description of what you want your website to look like, say, do, and create.

This is where things will get fun for a designer and being able to let your creativity and artistic talent reach a level never seen before.

The need or demand for front end website programmers will change as less custom coding will be required, your website will be able to change visual elements and maybe more in the future with ai.

Web3 Websites are going to become very personalized experiences and brand centric.

Websites will collect data with consent(which is another point for later), that allows the user to have a completely customized user experience and interaction. Imagine a traditional website as a restaurant where the customers order their food from the menu and the kitchen staff prepares the dishes.

In this scenario, the restaurant manager is the central authority that controls the flow of information, the menu, and the preparation of the food. However, in a web3 and blockchain enabled website, this centralized authority is replaced by a decentralized network of customers, chefs, and kitchen staff.

With web3 and blockchain technology, website users can interact with the site in a more direct and efficient manner. Instead of relying on a central authority, users can participate in transactions and interactions on the website without intermediaries.

This eliminates the need for middlemen, making the process faster, more secure, and cost-effective.

For example, a user can easily and securely create their own profile, manage their data, and participate in transactions on the website. This level of user empowerment enables them to take control of their online presence and interactions, providing them with greater privacy and security.

The decentralization of website interactions through web3 and blockchain technology represents a shift towards a more user-centric and efficient web experience. It eliminates the need for intermediaries, providing users with greater control over their interactions, transactions, and data.

Web3 Data Management will become more secure.

Imagine now you are running a restaurant and you need to keep track of all the ingredients you have in stock, what dishes you serve, and the orders from your customers. In the traditional system, you would keep all this information in a single ledger book, written by hand.

However, with the integration of blockchain technology in your restaurant, this system of record-keeping becomes much more efficient and secure. Each ingredient becomes a unique item with its own blockchain record, and the orders from customers are recorded as transactions.

This decentralization of data management ensures that all the information is secure and can be easily accessed by any member of the team who needs it.

In the same way, decentralization will work for data management in website design and development. Instead of relying on a single central database to store all website data, this information can be spread out across multiple nodes on a blockchain network.

This means that website data is not stored in one central location, but is instead distributed across many different nodes, making it much more secure and resilient against hacking or other forms of data loss.

For example, user data such as personal information, preferences, and transactions can be stored in a secure and encrypted manner on a blockchain network like Internet Computer. This allows website owners to manage their data in a more secure and efficient way, giving users peace of mind that their information is protected.

The integration of blockchain technology in website design and development will lead to a more secure and efficient way of managing our website data.

Like William Mougayar said author of The Business Blockchain “In a world where data is currency, the blockchain offers a new model of trust and control.” By decentralizing our data management, website owners will know that all information is stored in a secure and transparent manner, promoting trust and confidence among users. 

Say goodbye to hackers once websites are on Web3.

There were 22 billion breached records in 2021 alone, the biggest reason behind that is due to the nature of Centralized servers and website platforms.  In Web3 security can be compared to a fortified castle, providing superior protection against outside threats and ensuring the safety of you and your clients or customers valuable information and data. 

Using blockchain technology, website owners will be able to offer a greater degree of security to their users, protecting their data and transactions from malicious actors.

This will be particularly important in fields such as finance and healthcare, where the protection of sensitive information is of utmost importance and required by HIPAA and other regulatory agencies. 

Just as a fortified castle protects its inhabitants from outside threats, web3 provides a layer of security to websites that is unparalleled by traditional web design.

The decentralized nature of web3 eliminates the need for a central point of control, making it much harder for hackers to penetrate. In addition, web3’s advanced encryption algorithms and blockchain technology provide a secure platform for website data and interactions.

In a traditional website, all data is stored in a central database, making it a prime target for cyber attacks. On the other hand, web3 stores data across a network of nodes, making it much harder for a single point of failure to occur. This eliminates the risk of large scale data breaches, as well as reducing the risk of individual data being compromised.

Finally, web3’s immutable ledger ensures that all website interactions are transparent and secure. This means that all transactions and changes made to the website can be tracked and verified, making it easier to detect and prevent any fraudulent activity. So if you want to protect your website and your clients website and their users from outside threats, web3 is going to be the way to go!

“Blockchain technology offers a level of security that was previously unachievable on the internet.” – Don Tapscott, blockchain expert and author of Blockchain Revolution

Automation will be effortless with Web3.

Blockchain Web Apps will have the ability to work together seamlessly, I see a future not too far off where ecosystems of dozens of programs are consolidated into one. Checking your social media posts, messages, your email, text messages, and website inquiries all in one place in just minutes. 

Automation when done properly removes friction and resistance from any area of your business that is a lower revenue generating activity. Your time is the most valuable thing you have and using automation tools is how you buy back that time.

With web3, websites will be able to automate many processes, reducing the need for intermediaries and streamlining operations.  

I want to give a few examples of ways we can Automate our websites with Web3. The first is dynamic pricing and inventory management: Web3 and blockchain technology will allow for automated and real-time pricing and inventory updates on our e-commerce websites, reducing manual labor and increasing efficiency so that you and your team can focus on higher revenue generating tasks.

The second is user authentication and verification: Web3 and blockchain technology will provide a secure and automated way to verify user identities, reducing the risk of fraud and making it easier for websites to manage user access and permissions.

I’ve already had to dramatically improve my knowledge around user verification after working with nearly a dozen blockchain brands since 2016. 

There are already QR codes being used to login to websites like discord and other utilities like Crypto Wallets. The last example is content delivery and distribution, Web3 and blockchain technology allows for the automated content distribution, reducing the need for manual content updates and ensuring that the most up-to-date information is always available on your site.

This will free up time and resources for more creative and meaningful work, and will help to reduce costs for both users and website owners. This is good for any business owner that wants to lower their bottom line costs while raising their top line revenue simultaneously by leveraging time at the highest level of efficiency possible.

When it comes to Revenue Web3 will give you maximum monetization potential.

In the world of websites, monetization is the process of generating revenue from a website. Traditional website monetization methods include advertising, subscriptions, and e-commerce sales. However, with the advent of web3 and blockchain, the landscape of website monetization is about to change.

For example purposes let’s use a loyalty program analogy, a loyalty program is a rewards system offered by businesses to incentivize customers to continue using their services. Similarly, on web3, website monetization will offer new ways for website owners to monetize their content and incentivize users to continue visiting their site.

One example of how websites on web3 and blockchain can monetize their content is through tokenization. In this model, websites can issue tokens that represent ownership of certain content or access to premium features.

Users can then purchase these tokens and exchange them for access to the content or features they are interested in. This creates a new revenue stream for the website and offers users an incentive to visit and engage with the site.

Another way that web3 and blockchain can monetize content is through micropayments. In the traditional web, micropayments are difficult to execute due to high transaction fees and slow processing times. However, with the speed and low cost of transactions on the blockchain, micropayments become a viable option for websites to monetize their content.

This allows websites to offer users access to small amounts of content in exchange for a small payment, giving users a more affordable way to access quality content they are interested in.

One of the best examples I’ve seen so far is how Tom Bilyeu has used NFT’s as a way for people to get access to his content which ranges from events, to video games, tv shows, education and a ton more his nft’s are cleverly called the “Founder Keys.” There are lots of perks that brands are giving to early adopters that support the web3 movement and help us move closer to a better, safer, and more balanced internet.

Websites can also create loyalty program-like systems that incentivizes users to continue visiting and engaging with their site.

As the web3 and blockchain ecosystem continues to grow, we can expect to see an influx of new and creative monetization models emerge, providing websites with new opportunities to generate more revenue, and their users and visitors with new and exciting ways to access and engage with your content.

Decentralization puts Consent into action.

As a designer, the websites or graphics I create that started from an idea, a conversation, or something i’ve experienced are valuable and belong to me, knowing that there are AI design tools that can take my 15 years of experience, and use it to create an even better version in seconds and essentially for free?

That’s a big NO NO for the creators and artists, in fact there is a movement happening right now about consent and how these big platforms don’t have the consent to use their art as reference for AI design tools.

I stand behind being able to give consent if your work is going to be used without your permission, if movie and music piracy is a federal crime shouldn’t companies stealing a designer’s work without consent a crime too?

I think so, and that’s why I’m so excited about Web3 and Blockchain. Being able to create smart contracts and public records of your creative assets is a huge step forward for creators and designers around the world.

Imagine a world where your designs are stored on a decentralized platform, accessible only with your consent. You can choose who can view your work, who can use it, and how it can be used. No longer do you have to worry about your designs being stolen or used without your permission.

With web3 and Blockchain, your work is protected by the power of blockchain technology, ensuring that your designs remain yours.

In this new world, you can also monetize your work in new and innovative ways. For example, you could offer limited use licenses for your designs, allowing others to use them for a specified period of time. You could also offer exclusive access to your designs, giving a select group of people the ability to use them in a unique way.

By giving you the power to control how your work is used, shared, and monetized, web3 decentralization empowers you to take control of your career and build a future that reflects your vision and values. Decentralization is a game-changer for designers and creatives alike. 

You get complete power of consent for your work to be used in any way, web3 decentralization empowers you to take control of your career and build a future that reflects your vision and values. So why not embrace this exciting new technology and start building your future today?

Interacting with Web3 Websites will be easier than ever.

Web3 website users will be able to customize a range of interactions on a website like content creation and sharing. Users will be able to create, share and consume content that aligns with their interests and preferences, without relying on centralized platforms.

Community building, users will have the ability to build and join communities that align with their interests and participate in decision-making processes, creating a more personalized and engaging online experience. 

Interaction with E-commerce, users will be able to buy and sell goods and services directly with one another, without the need for traditional payment processors, creating a more transparent, secure, and affordable online marketplace.

Users will be able to access personalized services and experiences based on their data and preferences, creating a more user-centered online experience. A good example is a pizza shop website that keeps track of the last purchase you made and gives you the option to re order it at a discount price.

Web3 users will have the ability to customize a wide range of interactions on the website, from content creation and community building, to e-commerce and data privacy, creating a more user-centered, personalized and engaging online experience.

The adoption of web3 and blockchain technology is poised to bring about a revolution in the world of website design. From decentralization to automation and from security to monetization, these technologies offer new and innovative ways to interact with the web.

As a designer, it is crucial to keep up with these changes and be prepared for the new opportunities and challenges that come with them. 

Web3 decentralization empowers creators by giving them control over how their work is used. Automation streamlines processes and saves time, while security measures are reinforced, giving website owners peace of mind. And with monetization options like a rewards program, website owners can explore new and innovative ways to earn revenue.

Overall, the future of website design is bright with the integration of web3, blockchain, and ai. Designers should embrace the power of these technologies to unlock new possibilities on the web and create better online experiences for everyone

“Unlock the power of web3 and blockchain to unleash your creative potential, embrace the future of website design, and build the digital world of tomorrow.” – Adrian Boysel



Source link

Continue Reading

MARKETING

Dating App Algorithms: Optimizing Search for Love

Published

on

Dating App Algorithms: Optimizing Search for Love

With nearly 8 billion people in the world, it’s safe to say there’s at least one person out there with whom everyone reading this would have a happy, healthy relationship. Now, that person isn’t the same for all of us—of course, and thankfully! And, depending on how you feel about soulmates, there might not be “the one” at all, rather potentially dozens or more people with whom you’d have a fulfilling relationship if only your paths crossed.

But back to that number—8 billion (8,000,000,000). That is a nine-zero situation that we don’t see spelled out very often. And all those zeros make for a lot of potential relationship heroes to consider.

But we don’t start by considering all 8 billion; we hone in on those folks who seem most likely to be a good match. We start with basic criteria—like age, location, gender and gender preference—and continue refining our options from there.

And if you’re doing your searching and sorting at least in part through ‘the apps’, which the numbers show many of you are, dating app algorithms are instrumental in helping you find someone special.

Table of Contents

 

 

Source: https://www.statista.com/chart/24404/most-popular-dating-apps-us/

Algorithms are sets of instructions or rules that help complete a process as those rules intend. No matter how simple or complex the algorithm, or how much or how little data it has to digest to function properly, the basics of how it works are the same.

Algorithms are designed as tools to help in sorting, digesting, and delivering relevant information; it is people who determine the goals the algorithm will help achieve. And despite algorithms in the digital space being regularly eyed with suspicion by many, they are truly intended to improve our search results.

While all dating apps share a foundational commonality—helping foster connections—they also differ in some key ways that might influence their current and future goals. Let’s do some background research on a few of the most popular dating apps to see what we dig up.

 

 

If you’ve tried more than one dating app, or are weighing your options, you may find yourself wondering the same thing you wonder when looking for a partner: “Are they really all the same?” This is where it’s important to again consider the goals of that particular platform. Many have the same overarching goal—to connect people to other people they’ll like—but what kind of connections is each best suited for, and why?

You can tell a lot about a dating app by the first impression it makes with its name and slogan; both can provide some level of insight into what the goals of that dating platform are, which helps make sense of what the goals of the algorithm would be.

Remember that “matching” is largely what search functions as a whole are designed for, whether it’s matching searchers with the right information, right services, right answers, or Ms. or Mr. Right.

Let’s do some classic internet detective work to see what we can learn about a few popular apps, diving deepest into Tinder…
 

Tinder Algorithm

Pie chart for US dating app market share in 2021 withTinder, Bumble, and Plenty of Fish in top 3

Source: https://www.businessofapps.com/data/dating-app-market/

Tinder is among the most popular dating apps thanks largely to its large user base, ease-of-use, and becoming a bit of a household name over the past few years. For many folks, Tinder is synonymous with dating apps the way Band-Aid is synonymous with adhesive bandages. In fact, recent data shared by Statista found that brand awareness of Tinder in the US is 84%, and that 37% of all US dating service users are on the platform.

As we know, the first step in understanding an algorithm is determining its goals. Let’s see what we can learn about who Tinder is, and what their goals, purpose and promise are, straight from the source—Tinder.com.

  • Tinder is the most popular free dating app in the world, and has made more than 55 billion matches to date. They boast millions of single users, and considers themselves “the most diverse dating app”
  •  

  • In your Discovery Settings on Tinder, you can set your sexual orientation, and the age and distance-from-you for the profiles you’ll see on the platform. They use location-based technology to connect you with relevant profiles based on those selections (Source: Tinder FAQs)
  •  

  • Tinder can also be used to foster non-romantic connections, including helping college students make friends at school through TinderU
  •  

  • Tinder believes “everyone deserves the right to be seen and make the first move,” and doesn’t filter by race, religion, education, or height
  •  

  • Tinder isn’t only for those looking for ‘the one’ — ”Some sites, like Hinge and eharmony, are designed for long-term relationships, but on the Tinder app, we’re all about the experience and offer possibilities for whatever it is you’re looking for.”
  •  

  • If you want your answers to specific questions to help you in finding users with similar replies, you can enable the Tinder Vibes feature. You can also add Passions (or Interests) to your profile.
  •  

  • Tinder can also help you in finding more matches by notifying you when a Swipe Surge is underway—a period of high activity on the platform. Once you’ve joined, you can narrow your options by selecting from different categories that let other users know what you’re looking for on Tinder (ie. casual chats, nightlife, etc.)
  •  

  • Tinder is open to evolving to keep up with the changing wants and needs of its users. After all, those who started on the platform in their early twenties may have very different goals in their early thirties, and no platform wants to lose its most loyal users. As recently as December 2022, Tinder added a Relationship Goals feature

 
Now that we’ve unpacked what Tinder is to help in understanding the why behind their algorithm goals, let’s dive deeper into what they’ve shared about how their algorithm works, which bears a lot of similarity to social media platform algorithms.
 

Engagement is a primary factor

Just like the Instagram algorithm better understands what you want to see more of based on your in-app engagement, Tinder can provide you with better potential matches the more you use the app. This includes using “anonymized cues” from photos in tailoring future recommendations, serving up profiles with photos similar to those a user has liked before. Nopes are also considered.

Because there are two people in this equation, the algorithm is working similarly on the flipside, showing your profile to users who have liked other profiles with photos similar to yours. If you start noticing similarities in the profiles you’re shown most often—like all your matches have profiles featuring concert photos or camping photos—your swipe history has likely influenced your results.

But on Tinder, it’s not just measuring your engagement metrics to determine your top interests; they also want to make sure you’re still actively looking. Tinder wants all their users to have an optimal user experience, which is facilitated in part by prioritizing active members.

Translating this to the ecommerce space, they want to make sure they aren’t wasting your time, or annoying you, by directing you to out-of-stock URLs.
 

Proximity comes into play

When creating a Tinder profile, users provide their gender, gender preferences, age, distance (from potential matches), and current location. These are all fairly standard, but it’s that ‘current location’ where things can get interesting.

In addition to considering your state or city-based location in the potential matches shown, Tinder will go one step further and prioritize profiles that are in the nearest proximity. “Proximity is a key factor; it’s always fun meeting someone in the same neighborhood and that’s why we consider a potential match’s distance from a member’s current location.”

Translating this to the commerce space, they don’t only want to show which stores have the product in-stock ‘near you’ in a broad sense, rather what’s available in the stores closest to you where you can click-and-collect (swipe-and-connect?) ASAP.
 

User-provided data can help refine matches

Many folks like that they can get started swiping on Tinder with just a modest amount of upfront work required, but the more data you give the algorithm to work with, the better your results are going to be. While adding your interests/passions and a detailed lifestyle description are optional, Tinder will consider them in your matches when you provide them.

Tinder also shared some things that aren’t factored into their algorithm, including social status, religion, and ethnicity. They also noted that their much-discussed Elo Score is “old news” that their latest technology doesn’t rely on.
 

Match.com Algorithm

Match.com logoSource: https://www.match.com/

While there are dozens, if not hundreds, of dating sites to choose from today, the one that can be considered the mother of them all is Match. Starting all the way back in 1995 when many folks still relied on newspaper classifieds to find singles in their area, Match.com entered the scene to lay the groundwork for letting the information superhighway (aka internet) provide the path to lasting love.

Unlike Tinder, Match isn’t simply looking to foster connections; as their name implies, they are looking to help find true matches. They’ll even let you know if you’ve crossed paths with one of your matches in real life. That said, it isn’t as expressly marriage-driven as eHarmony, so may serve as a nice middle ground for folks who want something more than casual, but aren’t rushing nuptials.

So how do they make those matches? As you might expect, your provided information is at the foundation! And as noted by BestCompany, Match offers one of the most comprehensive profiles around—if users take the time to complete theirs. In addition to being able to add information like religion, profession, and whether you have children, Match goes even further giving users the option to submit responses to essay questions. They also let you rank how important something is, noting if it’s essential or just nice-to-have.

The importance of your profile, from Match:

“It contains questions about who you are, where you’re from, the things that interest you, your lifestyle, and your background and values. It also asks you about your ideal match. All of this information helps form a great image of who you are and who you’re looking for. Not only does this help potential matches understand you better, it also helps us provide you with better matches through our unique matching tools.”

 

Bumble Algorithm

Bumble logo

Source: https://bumble.com/

Bumble is unique in that it requires women to make the first messaging move (in heterosexual matches). They note that they prioritize kindness and respect, and similar to Tinder, have sister sites aimed at helping users network or find a new BFF. Like many other popular apps, Bumble is free to use, but offers optional premium features that can help get your profile seen and improve or increase functionality.

Bumble isn’t as transparent about their algorithm as Tinder, but who you see on the app appears to be largely filter-driven. While filters can be very helpful in narrowing your selection of available options, Bumble notes that over-filtering may leave you with very few profiles that make the cut. Loosening your filters can help in making you matchable with a wider variety of users, but bear in mind you’re losing some precision in the process.

Similar to most dating app algorithms, it is speculated that Bumble is learning what you like and don’t like as you swipe. Just like the information you expressly provide to aid in making matches, including your gender and distance preferences, your swipe activity is another factor for the algorithm to consider. The more intentional you are about the choices you make, the more accurately the algorithm will be able to deliver strong potential matches in the future. This is just another layer of ‘you get out what you put in’; if you want Bumble to better understand who to show you, they need to get to know you first.

On Bumble, regular use of the app isn’t only encouraged, but required for optimal experience. Once a match is made, a message must be sent within 24 hours; if not, the match expires. And after the first message has been sent, another 24-hour timer begins. If a reply isn’t sent within that window, the match expires. Similar to Tinder, this shows us that Bumble prioritizes profile activity so it can ensure users aren’t wasting time crafting messages to inactive users.

Where Bumble differs from Tinder is in what the vast majority of its users are looking for. Whereas Tinder aims to be the dating app destination for users looking for everything from casual connections to something serious, the majority of Bumble users are looking for long-term relationships.

It’s also worth noting that the ‘women message first’ model for heterosexual relationships is a motivating factor in using the app for men and women alike. As Bumble’s infographic shows, 97% of women made that first move and messaged their matches in the past month. And 63% of men reported that “women making the first move” was their reason for choosing Bumble.
 

eharmony Algorithm

Source: https://www.eharmony.com/

Source: https://www.eharmony.com/

eharmony is a dating app designed for people looking for serious, long-term relationships. In fact, according to eharmony, couples who met through their platform make up 4% of all marriages in the US.

With this goal in mind—helping people who are truly, deeply compatible find one another—eharmony has to ask a lot of questions to make sure they get things right. For casual daters, these types of question lists are often exactly what puts them off a dating site. For those who want to get right to scrolling or swiping, eharmony is not a good match.

Just remember—you get out what you put in, because the algorithm is working with the input you provided in its output. The more relevant information you provide for it to work with, the more tailored to you your results will be. On eharmony, they actually quantify your likelihood of getting along with someone by assigning a Compatibility Score, with 60 being low compatibility, and 140 being the highest compatibility.

Explained by eharmony:

“Each of your matches will display a different eharmony Compatibility Score and, as the name suggests, it’s a simple indicator of how compatible you two are. These scores are based on your similarities and contrasts, as well as the answers you gave to our Compatibility Quiz when you joined eharmony. In the Compatibility section of each match’s profile, you can see what similarities you have, and also potential points of friction.”

Happy to answer a laundry list of questions about who you are, and what’s most important to you, but don’t want to pay a fee? OkCupid is another popular dating site option that relies heavily on provided information to aid in the compatibility measurement process, for free (upgrade options available).

 

 

Just because algorithms can help you find love certainly doesn’t mean they’re the only path to happiness. They simply provide a more streamlined, strategic path of possibility that sifts through the wide sea of options, providing a curated, filtered, or otherwise sorted list of choices from which you can weigh pros and cons before ever typing “hello.”

Similarly, most of us have happened upon one or more products in our lives that we didn’t even know we were looking for, but instantly fell in love with. Perhaps it was that perfect gold charm bracelet you stumbled across in a tucked-away jewelry store while on vacation. Or maybe it’s those jeans you grabbed at a store near your office when you forgot you had after-work plans, and they ended up being the most flattering, comfortable jeans you’ve ever owned.

These are moments of luck and serendipity, and they do indeed happen every day! But they don’t make a solid plan for accomplishing your goals, no matter what you’re searching for.

 

 

Tinder Super Like feature pop-up

Source: https://tinder.com/feature/stand-out

The algorithms that power dating apps will always be running in the background, but many apps offer ways to get your profile seen when it might not have otherwise been algorithmically driven to the top. It’s important to note that these aren’t true algorithm workarounds, rather methods through which you can push to the front of a specific line, often at a price.

Additionally, some features are more simply designed to let you engage more often or heavily within the app, which can naturally improve your chances of securing a date. In a sense, this can be thought of as advertising yourself.

For example: In addition to the additional benefits packed into each of Tinder’s subscription tiers, popular premium features include Boost and Super Like, which Tinder claims will “increase your chances of matching by 3x and have convos that last 70% longer.” Exclusive to Tinder Platinum subscribers is the Priority Like feature, which “puts your profile in front of the people you Like faster.” Similar premium features are available on Match.com, where they’re known as Power-Ups.

 

 

Not only do some dating apps offer paid services that help users go over the algorithm to an extent, they also make a lot of their money from advertising revenue. As it turns out, love—or at the least the quest thereof—just might be able to pay the bills, after all.
 

Does Match Group have a monopoly on love?

Ad space across many of the most popular dating apps can be purchased from the same place—Match Media Group. That’s because Match Group owns more than a dozen popular apps, and can sell cross-platform advertising options to prospective advertisers for many of them.

“Match Media Group serves as a single point partner for marketers to leverage the aggregated audience, data and insights that result from having millions of global users across Match’s portfolio of dating platforms, including Tinder, OKCupid and Match.com.”

Match Media Group

As for who exactly is cuddled up under this love umbrella, the following are some of the dating apps owned by Match Group…

  • Match.com
  • Tinder
  • OkCupid
  • Hinge
  • PlentyOfFish
  • UPWARD
  • Ship
  • Meetic
  • OurTime
  • …and many more dating companies worldwide

But the Match Group isn’t the only major player on the block. There is no denying their impressive portfolio of apps, and the incredible data they’re able to collect and leverage thanks to the millions of users across their portfolio. But two of the biggest names in the dating app world are missing from their list—Bumble and badoo—both owned by the same parent company.
 

What advertising options are available on dating apps?

Three tinder advertising examples with branded profile cards and quiz

Source: https://www.matchmediagroup.com/

Looking specifically at ad products available from Match Media Group, we find the following options:

  • Branded Profile Card (Tinder): Brands can create profiles native to the Tinder user experience. When users match with a branded profile, they receive brand custom messaging including offers, promotions, exclusive content, and/or more
  •  

  • Quiz (Tinder): Quizzes can be fully completed within the app, and leverage Tinder’s swipe feature to answer questions, which can be as simple as asking whether they like or dislike something. Following a short series of questions, these users can then share their results across their social media networks if they choose to
  •  

  • Native Video Card (Tinder): Video advertising is only on the rise, and makes a perfect fit for a fast-paced app that appeals to younger users, like Tinder. Tinder video ads can lead folks to external URLs, including your website. These video ads auto-play within the app when users are in discovery mode
  •  

  • Native Display Card (Tinder): Similar to a profile card in design, these ad units allow brands to drive traffic to an external page with one click.
  •  

  • In-App Interstitial (OKCupid): These full screen interstitial ads are shown as users are browsing their matches
  •  

  • Standard/High Impact Units (Match, Meetic, People Media, Plenty of Fish): These are set to target your key demographic, and are available across several platforms

 
Match Media Group notes that interested advertisers can run their campaigns across their full portfolio, or on specific sites, with a minimum investment of $25K+.
 

Advantages of Advertising on Dating Apps

Chart with penetration rate and revenue of dating apps in US, UK, France, Germany, Brazil

Source: https://www.statista.com/chart/24165/online-dating-penetration-rate-revenue-selected-countries/

There are perhaps more advertising options available today than ever before—from classic digital advertising avenues to in-store screens, LED billboards, magazines, streaming ads, and far beyond. Each of these has unique goals and purposes, as well as the ability to reach potential customers in different mindsets, different funnel stages, and so forth.

Looking at advertising on dating apps specifically, a few key considerations and benefits come to mind:

  • People on dating apps are already in a comparative state-of-mind. When someone is already actively in the consideration phase, like they would be on a dating app, they are mentally in the right place to be served an ad for a product or service to consider
  •  

  • You can reach Gen Z in droves. The average user age varies from platform to platform, with the most popular free platform—Tinder—being home to a wide audience of Gen Z and young Millennial users. BusinessofApps notes that while Tinder has historically been popular with the 25-and-younger set, its use is increasing with older folks as well. This is due in part to Tinder’s overall increasing popularity, but also because those who have used the app for years are quite simply getting older
  •  

  • Dating apps have a much higher percentage of male users on average. Similar to the average age varying by platform, the percentage of male users compared to female users also naturally varies. That said, looking at the breakdown for a few of the most popular apps, we find that there are significantly more male than female users. According to the above-linked article from BusinessofApps, Tinder’s user base is ~75% male. This could make dating apps an excellent advertising tool for brands whose products or services are largely targeted to men
  •  

  • Your competitors probably aren’t there (yet). The competition for the most eligible singles may be fierce on dating apps, but compared to other digital advertising spaces, it may be easier for your brand to stand out. It’s a unique advertising territory that many brands simply haven’t considered yet, giving those who have an added edge by being early adopters. With an estimated 75 million people in over 190 countries using the Tinder app every month alone, the potential reach is incredible

 

Dating App Advertising Examples

Tinder advertising example for Rescue Matches, matching dogs with users

Source: https://www.thedrum.com/news/2022/09/22/lovelorn-tinder-users-can-now-feature-shelter-dogs-search-ideal-partner

Tinder recently partnered with rescue shelters across the country to help some very swipeable pooches find their forever home. As if adding a dog to the family isn’t reward enough, it could also help you secure more swipes. A 2021 study by Honest Paws found that profile photos featuring a canine companion may get more positive attention.

From The Drum:

“The tie-up follows a 2021 survey, conducted by Honest Paws, which found that 70% of singles believe that a dog in their profile pic leads to more matches. This belief is supported by 60% who express themselves to be more willing to date someone holding a dog close.”

Tinder advertising example with Domino’s distributing pizza coupons

Source: https://www.campaignlive.co.uk/article/dominos-pizza-gets-flirty-tinder-valentines-day/1280989

As we’re all aware, it’s important to consider your audience in marketing. And that’s exactly what Domino’s UK did going all the way back to 2014, with an innovative Valentine’s Day Tinder ad campaign. Do you know who orders pizza on Valentine’s Day? Single people! And do you know who wants a coupon for that pizza? Everyone!

 

 
There’s a reason people say your profile is a chance to “sell yourself” because ultimately, you are your own marketing manager on dating apps. Interestingly, when we consider all the information above, it’s hard not to see a dating profile as remarkably similar to a product detail page. And just like a PDP, there are certain elements that can help you in optimizing it for search (and conversion!)
 

Choose your main photo wisely

Your main photo is the first photo potential connections will see, and heavily determines whether they choose to learn more from your other photos and profile content.

Similar to the main photo you choose for a product you’re selling or advertising, you’ll want the photo to be clear/in-focus, eye-catching, and prominently feature an attractive and accurate representation of the available item (in this case, you!), without others in frame.
 

Let the pictures do some of the talking

While there is room to provide additional information about yourself through text, just as they do with product images, photos can tell a lot of that story for you. Select an assortment of pictures that clearly display your interests, values, hobbies and more. This might mean including a photo with your dog, another of you hiking, another at an amusement park, and another marching at a protest.

These don’t tell the whole story of who you are, but they give some important information before a single word has been read, just like lifestyle photos and infographics on PDPs.
 

Showcase your unique value propositions

It’s hard to argue that honesty is typically the best policy, and in the dating apps landscape, it’s absolutely crucial. Not only can it save you from frustration and disappointment, but it can also save you a lot of time, and help in finding a truly strong match faster.

Just as you would do when considering what distinguishes your particular product from similar products in the same space, think of what unique characteristics about yourself are not only likely to be intriguing, but are also an integral aspect of your personality, values, or lifestyle.
 

Include the most important and relevant information in your profile copy

Want to give dating app algorithms the most information to work with in crafting potential matches that are truly personalized to you? It’s going to take a little work on your part, but it can actually be a great self-reflection session!

Just as you consider what a prospective buyer would want to know about a product before adding to cart, what is most important for a potential suitor to know about you before sending a message? This information might vary depending on the seriousness of connections you’re looking to make, and how important something is for you in a partner. If something is a make-or-break for you, be sure to include it in your profile copy to save everyone time.

 

 
Graphic with three professionals in Connected Commerce, Lifecycle Marketing, and Streaming+

Our research into how dating algorithms function only solidified our suspicions that they function very similarly to the algorithms that impact our daily lives as marketers. After all, the goals of platforms like Google, Facebook, and Tinder aren’t all that different—to help in sorting through an abundance of options to present you with what you are most likely to be interested in based on key preference-determining factors like your provided information, and previous engagement.

Thinking more specifically about marketing and advertising options, we realized that just like people, each has its own set of strengths and skills that make them a solid match for different business goals.

In the spirit of dating profiles and Valentine’s Day being just 2 weeks away, we created Marketing Profiles for three of our services—Connected Commerce, Lifecycle Marketing, and Streaming+. Which one is the most important match for your business?

Graphic reading “Marketing Profile: Connected Commerce"

Name: Connected Commerce

About Me: I’m that holistic free spirit your mother warned you about, who really and truly believes all things are connected! Rather than searching for the path of least resistance, my sights are set on crafting the path of best performance. You might call me the Cartographer of Commerce Success, because I don’t follow a templated map—I draft a custom one every time. I am your 360-degree commerce solution; if people are shopping somewhere, I’m considering how we can make that somewhere work best for you.

Why Should You Get to Know Me: In the words of Ani DiFranco, “I am 32 flavors and then some.” I am Commerce Media, Commerce Strategy & Ops, Social Commerce, In-Store Commerce, Gaming Commerce, Commerce OTT, Data & Analytics, Creative, and Influencer. A lot of folks think they’re the “total package,” but I really am! I understand that every client journey and customer journey is unique, and that my role is to assure both are properly supported, and strategically accounted for.

Interests: Finding the best path forward, diving into cross-channel capabilities and impact, full-funnel commerce strategies, success

Recent Read: Marketing in 2023: 5 Big Bets for the CMO

Where You’ll Find Me: Come learn more about me at The Commerce Summit on February 15, 2023. (I’ll be the one with a bagful of half-priced Valentine’s Day chocolates I picked up at Rite Aid on the way.) If things go well and we make a real connection (which is kinda my whole thing), we can sync up again a week later for webinar date #2 on February 22, 2023. You can also hit me up here anytime—looking forward to connecting!

Favorite Quote: “We are like islands in the sea, separate on the surface but connected in the deep.”William James

Graphic reading “Marketing Profile: Lifecycle Marketing”

Name: Lifecycle Marketing

About Me: I’m the trifecta of hyper-personalized, privacy-compliant communications—email marketing, mobile messaging, and on-site marketing. I work best when all three aspects of who I am are fully-integrated so I can ensure I’m saying the right thing at the right time in the right place to the right person. (Do I really mean that, or do I keep saying “right” so you see me as the “right one” for you? Yes and yes.)

Why Should You Get to Know Me: I am a strong, capable leader that can help power your data and audience strategies in the privacy-by-default future. I’m an empathetic marketing avenue, always aiming to provide shoppers and subscribers with only the most relevant information. I believe in rewarding loyalty, and respecting user permissions and preferences.

Interests: Collecting and leveraging zero-party and privacy-compliant first-party data, building customer loyalty, highly personalized messaging

Recent Read: The 2023 Lifecycle Marketing Guide

Favorite Acronyms: SMS, ESP, CLV

Where You’ll Find Me: On-site, I often literally just pop up! And I usually have a coupon or something equally enticing to offer when I do. But you’ll also find me in your inbox, and in your texts (but only if you opted-in!) You can also reach out here to learn more about why we’d be a great match!

Graphic reading “Marketing Profile: Streaming+”

Name: Streaming+

About Me: I’m a bit of an advertising force to be reckoned with, with no click-to-close box in sight! In some situations, it can even be said I’m over-the-top. I am an unskippable, scalable, targetable, data-driven dynamo, introducing audiences to new brands and services wherever they get their stream on.

Why Should You Get to Know Me: I’m designed to reach audiences not only where they are today, but where they’ll increasingly be in the future. In the grand scheme of advertising, some folks still see streaming ads as a promising up-and-comer. But the reality is that I’ve fully arrived, and I’m reaching millions of viewers and listeners with relevant, targeted streaming audio and video ads at this very moment. (Bit of a multitasker!)

Interests: Meeting your audience where they are, non-skippable ads, patented measurement technology that connects served impressions to marketing outcomes

Recent Read: The Ultimate Guide to Performance Streaming

Favorite Acronyms: OTT, cTV

Where You’ll Find Me: On internet-enabled devices near you, including your television, tablet, desktop, and mobile device. Some of the most popular places you can find me are Hulu, Sling TV, and YouTube TV. Reach out today to learn more about how we can make streaming sparks fly!

Favorite Karaoke Duet Song: Islands in the Stream by Dolly Parton & Kenny Rogers

Personal Catchphrase: Just livin’ the stream!

 

 

With all this talk about the power of algorithms, and how they’re fueling search results everywhere from Snapchat to Match.com, it’s important to remember that they’re simply tools that play a part in powering what you see—not what you ultimately decide.

It is still up to you whether you want to go on a date with a person returned in your search results, just like it’s ultimately up to you what product you buy, plumber you call, or restaurant you decide to go to based on your search results. And just like there are algorithms, photos, provided information and more to help you with those other decisions, so is the case in the commerce of love.

As we’ve explored, choosing the right dating app for you requires considering your own goals in using the app, and weighing those against the goals of the apps themselves. So the first step is finding which app is your best match! And at the end of the day, whatever it is you’re looking for online, chances are algorithms are behind those results you see. (Not to be confused with the Al Gore Rhythm.)

Want to learn more about how we can help your brand find true love with new and existing customers across the advertising universe? Reach out today!

Source link

Continue Reading

Trending

en_USEnglish