Connect with us

MARKETING

The Ultimate Guide to Social Media for E-Commerce

Published

on

the ultimate guide to social media for e commerce

Social media for e-commerce has become a critical element in sales growth for many businesses. Using social media to boost your marketing offers many benefits to help build your business, so don’t wait to explore these valuable channels.

Sprout Social reports that after following a brand on social media, consumers continue to engage in other ways. Ninety-one percent check out the brand’s website or app, 89 percent make a purchase, and 85 percent recommend the brand to someone they know.

Let’s look at what you can do to promote your e-commerce business with social media and which tools and best practices you should use.

14 Steps for E-Commerce Companies to Find Success Using Social Media

The more people integrate social media platforms into their daily routines, the more it makes sense to market to them here. Consumers spend almost two and a half hours per day on social media channels.

Why not reach them with social posts where you know they spend a significant amount of time? For example, eye-catching posts with appealing visuals like these posts from Sephora are a great way to market products on Instagram.

Social Media for E-Commerce - Sephora on Instagram

How can you stay on top of new developments and know what you should be doing to serve your customers best? Follow industry leaders in your feeds and keep tabs on trending topics in your industry. You can also discreetly watch what other companies are doing that seems to gain traction.

While social commerce is still relatively new, it’s making a significant impact on e-commerce businesses and how they market to customers. As each platform improves its features to help users sell, opportunities grow for businesses to tap into these audiences to boost their marketing.

Advertisement

The steps below can help you develop best practices in your business to optimize your social media for e-commerce.

1. Define Your E-Commerce Company’s Social Media Goals

There are two main ways to use social media for e-commerce: to drive traffic to your company website or drive sales. While each can be important in its way, it’s essential to identify which you value most so you can effectively plan how to use your resources.

It’s essential to establish your goals before investing time into strategy and implementation to ensure you’re taking action to move you closer to your goals.

If you don’t set goals, you can’t measure your success or repeat what works.

2. Decide If You Want to Become a Social Commerce Company

Social commerce is selling directly to your customers on social media platforms. Everything from discovering your product or service, to a buying decision, to the checkout process happens in the app or platform they are already using.

Target’s Facebook page, for example, has a shop built right into it where customers can browse and purchase products.

Advertisement
Social Media for E-Commerce - Target on Facebook

You might find success with social commerce if you sell products that a potential customer can quickly evaluate online from a photo and might buy on impulse. Think lower price points and items that aren’t likely to need returning.

An apparel company might successfully sell their clothing and accessories on social media as the process suits how people tend to buy these products.

When is social commerce perhaps not a great fit? If your products or services are higher ticket items where customers want to discern quality in-person. A customer buying an engagement ring will want to spend more time evaluating options and vetting sellers than social commerce might allow.

Start by focusing on the networks your ideal customer and target audience uses the most. Take time to engage your audiences and respond to their comments and questions.

Whether or not you want to pursue social commerce for your business, you should still be investing in social media marketing. Social channels can help boost your visibility, increase website traffic, generate leads, and help you engage with your customers.

3. Create a Social Media Strategy for Your E-Commerce Company

You’ll need a social media strategy for your e-commerce company that considers your goals, your resources, and the best platforms that will help you reach your customers. Once you clarify these parts of your strategy, you can expand on each element to create effective campaigns that fit your goals.

When you work from a social media strategy, you’re also more likely to use best practices to help you be more effective overall. Get a clear idea of your target audience, where they spend time, and their worries. From here, do some research to check which platforms are most popular with your target demographic.

Advertisement

With this information, you’ll be better able to plan where your time and effort will pay off.

4. Determine Which Social Media Channels Your E-Commerce Company Should Target

First, look for established platforms that offer a range of features, different ways to advertise and sell products, and focused targeting. Some may appeal to you because they are an excellent fit for your products.

The apparel brand we mentioned earlier would likely want to use Instagram because it is image-focused, and consumers are already used to discovering and purchasing apparel on the app.

Next, consider which platforms attract your target demographic. You’ll want to go where your ideal customers spend time.

What kind of data might inform your decision? With some research, you might discover 60 percent of Pinterest users are women, and 98 percent of Facebook users access the site via mobile devices. From these and other data points, you’ll be able to pinpoint which platforms might be best for your business.

5. Optimize Your Social Media Accounts for E-Commerce

One of the first steps you’ll need to take is to optimize your social media accounts. Fill out your profiles completely, adding helpful information wherever you can.

Advertisement

Make it easy for people to find the information they need at a glance to understand your business and buy from you. Perform research to identify relevant keywords and hashtags to use so you show up in search results. Make your location obvious.

Be sure to link to pages where customers can find the products they clicked through to see. Use clear CTAs so people know what to do to buy from you.

6. Run Social Media Paid Campaigns Optimized for E-Commerce Companies

Nearly every social platform has a version of paid advertising that can allow you to raise visibility even as organic reach becomes more challenging to achieve.

There are also different ad types on each, so it can be valuable to explore the various options. You may try different types of ads on each platform. You might try retargeting ads on Facebook, but use Shoppable posts on Instagram. Take advantage of audience targeting capabilities on each.

7. Use Automation Tools

If social media is a part of your sales strategy, you’ll need to explore automation tools and use what you can. Why is automation so key to social selling? People expect timely and personal interaction on social media networks. To meet their expectations, you’re going to need help.

It’s simply not possible to run a successful business and spend every waking moment online replying to comments and answering questions. Social media is like a storefront that is open 24 hours a day, seven days a week (plus holidays!), so don’t take the chance of turning people away or missing crucial requests or concerns.

Advertisement

8. Consider the Mobile Experience

More people are accessing social media networks and websites via their phones than ever before. When it comes to social media for e-commerce, however, mobile design is just the first step. The whole purchase journey needs to be seamless.

Payment options should be mobile-friendly. Apple Pay, for example, allows you to let users make purchases from their phones. We’ll look at more payment options further down the page.

Consider content formats as well. With more than 100 million hours of video consumed on Facebook every day, you’ll want to offer videos in vertical format for mobile users. People like convenience, a personalized experience, and to feel like they can easily navigate and engage with your site.

9. Optimize Landing Pages for E-Commerce

Optimizing your landing pages for e-commerce helps create a better user experience by providing people with all the information they need to make a buying decision.

If they click through to your site, you want them to understand quickly they’re in the right place. They should be able to move seamlessly to purchasing the item they wanted.

Ensure you have high-quality product images and videos, if appropriate, with well-written product copy outlining features and benefits. Include sizing or specifications on the product page and clear calls to action (CTAs) to help them convert.

Advertisement

10. Create Clear CTAs on Social Media Optimized for E-Commerce

CTAs are what motivate your user to convert to a customer. Take the time to craft these carefully and include them in each interaction you have with potential customers.

You can use different CTAs, like asking questions, including hyperlinks, or simply adding clickable buttons. Your page design might include banners with clear offers, sidebar clickable buttons, or pop-up ads to help customers convert.

11. Ensure Easy Website Navigation

User experience (UX) should be your priority when you launch your e-commerce site. You want shoppers to find products quickly and understand how to move from browsing to purchasing without confusion.

The easier you make it for people to buy from you, the better the chance they’ll convert from visitor to customer. Keep your navigation simple to understand and avoid design elements that are too unusual for people to use easily.

Organize your site information with clear labels for product categories and avoid tricky navigation styles that could create confusion.

Social Media for E-Commerce - H&M site navigation

12. Offer Easy Payment Options for Customers

If you’re going to run a successful e-commerce site, you need to offer reliable and trustworthy ways for people to pay for your products and services.

You can explore a wide range of payment options for your e-commerce business, each with its features and policies. Options include Square, PayPal, Stripe, Apple Pay, Google Pay, and many others.

Advertisement

Some social media platforms allow customers to purchase directly from the app, depending on what features you choose to use. A few of these options include Facebook (with Facebook stores, Messenger Chatbots, and Ads), Instagram (with Stories, Shopping, Live, IGTV, and Ads), and Pinterest (with Promoted Pins, Rich Pins, and Shop the Look Pins.)

You also can investigate third-party websites as a way to advertise and sell your products. Keep reading to learn more about a few of these that may support your e-commerce business.

13. Advertise and Sell on Third-Party Websites

There are other options for boosting your sales beyond your website. Third-party websites allow you to benefit from established functionality and huge audiences while building your legitimacy and website traffic.

One example of third-party website selling is Amazon. While shoppers on Amazon may realize they’re buying from you instead of directly from the retail giant itself, you still benefit from the credibility of their brand and purchasing capabilities. You also get to tap into their vast audience of visitors with a solid intent to buy.

Another option is using sites like Like to Know It, which allows readers to purchase an item or items from an Instagram post by linking the product emailed to them.

RewardStyle is an invitation-only affiliate network focusing on lifestyle, fashion, and beauty products, allowing sellers to earn money through content creation featuring certain products.

Advertisement

14. Track the Success of Your E-Commerce Company’s Social Media Strategy

It’s essential to track your strategy’s results as you implement your ideas, so you can accurately analyze your successes and where you need to improve.

Choose quantifiable metrics representing engagement (such as likes, shares, comments, or retweets). Track your website traffic and how much traffic you are getting from your social media channels. Keep track of sales generated by social media marketing and sales completed online or through your campaigns.

It’s not always easy to tie your efforts to your results, but you can try. With specific metrics, you’ll be better able to repeat the working tactics and revisit the areas that don’t seem to be offering you the same return on investment.

Conclusion

Social media is a big part of everyday life for many people and offers an excellent opportunity to get in front of potential customers and sell your products and services. You can use various platforms to strengthen your brand, increase sales, and develop loyal fans.

If you also sell online, using social media for e-commerce is a natural step for your business as you plan future growth. If you haven’t tapped into the benefits of social media marketing yet, start now, so you don’t miss out on the opportunity it represents.

With the steps outlined above, you’ll be ready to reap the benefits of social media for your e-commerce business. If you haven’t explored these options or want some help to make them work for you, reach out for digital marketing support.

Advertisement

Have you invested in social media for e-commerce in your business? Which of the above tips will you try next?

See How My Agency Can Drive Massive Amounts of Traffic to Your Website

  • SEO – unlock massive amounts of SEO traffic. See real results.
  • Content Marketing – our team creates epic content that will get shared, get links, and attract traffic.
  • Paid Media – effective paid strategies with clear ROI.

Book a Call

Neilpatel.com

Keep an eye on what we are doing
Be the first to get latest updates and exclusive content straight to your email inbox.
We promise not to spam you. You can unsubscribe at any time.
Invalid email address

MARKETING

Optimizing Zoom’s digital experience for explosive growth

Published

on

Optimizing Zoom's digital experience for explosive growth

In February 2020, Zoom had millions of weekly visitors to their site, all of whom were coming to Zoom.us to do a handful of activities. Flashforward a month later to March, and Zoom’s traffic spiked to tens of millions of visitors every week. Those visitors arrived to not only use Zoom for a couple of work calls per week, but to entirely reinvent how they interacted with colleagues, partners, teachers, students, and even friends and family.   

Zoom used this opportunity to transform its users’ experience into incredible growth and customer happiness across geographies and verticals. How did they do it?  

At Opticon ’23, Alex London, Head of Digital Zoom and Jay Dettling, CEO of Hero Digital, joined Alex Atzberger, CEO, Optimizely to share how Zoom re-built their entire digital ecosystem. 

Keep reading to learn how Zoom partnered with Hero Digital and Optimizely to transform its customer experience and drive stellar results including these early wins: 

Advertisement
  • Page load improved by 60% 
  • Speed to market improved by 50% 
  • Conversion improvement of 10% 
  • Publishing time from days to minutes (reduced by about half) 

The Year the World “Hopped on a Zoom Call” — & What Came Next

In March 2020, Zoom watched as web traffic, sign-ups, users and attendees grew from millions to hundreds of millions virtually overnight. Not only did its customer base and user group skyrocket, but its core use cases did, too: online meeting rooms were now used to host weddings, game nights, and math classes. At the same time, corporate brainstorms, sales calls, and even government processes requiring the highest security clearances moved to  Zoom to continue working as normally as possible. 

To meet the incredible demand for new use cases and services, the Zoom team had to ideate, test, and ship new products and features on a timeline that the internal teams refer to as “at the speed of Zoom.” Their success meant that their brand entered a hallowed hall of exclusive brands whose names made the transition from noun to verb. It was the year of: “Can we Zoom?” 

Getting there wasn’t just about building and launching products and features;  that was only half the battle. To scale and continue delivering happiness to customers, the team needed to ensure they told the story of Zoom across all customer touchpoints. 

Their goals

  1. Reimagine and rebuild the entire digital stack (including attribution models, analytics systems, acquisition, and localization) 
  2. Move from an existing agnostic, one-size-fits-all model to a global, flexible digital experience to cater to personas, geographies, and use cases 
  3. Improve their speed to market to continue moving “at the speed of Zoom” 

The Tactical Challenges of Reimagining Zoom’s Digital Stack 

Zoom’s overarching goal was to put the story at every single touchpoint of the customer journey. Given the dramatic change in their business, building a new site for Zoom would be incredibly complicated. Yet, if they succeeded, they’d generate demand, better enable purchases, and support its users.  

So how did they do it? Before making the leap, they looked to their strategic partners — Hero Digital and Optimizely.

 

 

Advertisement

Zoom needed a new digital foundation to achieve all of its goals at scale. More importantly, their new foundation needed to untangle serious web traffic complexity.

Zoom has four primary visitor types — all arriving on Zoom’s marketing website by the millions. They include: 

  • Individuals and SMEs buying Zoom online 
  • Demo requests 
  • Product support requests 
  • Users and attendees accessing Zoom’s website as part of their workflow 

To add even more complexity, the teams needed to account for multi-lingual requirements for 20+ languages across the globe. 

“How do we build for these four levels of complexity? And how quickly can we move to tell our new platform story?” – Alex London, Head of Digital at Zoom

Before anything else, Zoom needed to build a new design system, and Hero Digital stepped in to help. Together, they built a minimum versatile component library that would scale across the website, mobile, ads, and anywhere else Zoom encountered customers. The initial minimum library featured 38 components with 29 variants and 8 page templates. 

Zoom also had to untangle the domain and subdomain issues of their own making. The past choice to build their digital foundation on ‘Zoom.us’ and create new subdomains for customers (coming in north of 10k subdomains) meant speed and ranking were complicated. Essentially, Zoom was competing with 10k+ sites that Zoom itself had created.  

Resolving this problem by choosing to unify content on a single domain, Zoom, Hero Digital, and Optimizely got to work. 

Hero Digital’s Foundation + Optimizely’s Architecture = Moving at the Speed of Zoom

By partnering with Hero Digital and Optimizely, Zoom reimagined its complete customer experience and upgraded to a best-in-class technology platform that combines AI-accelerated workflows with experiment-driven digital experiences. 

Advertisement

The team deployed the Optimizely Digital Experience Platform, featuring Optimizely Content Management System, Content Management Platform, and Experimentation, as the architecture to bring their foundation to life and scale faster than they could ever imagine.

Component Library + Optimizely CMS  

One of Zoom’s goals was to move from its existing agnostic model to a global, flexible digital experience to cater to personas, geographies, and use cases. To do that, they needed a modern content management system. 

In the first phase of the build, the team focused on Zoom’s marketing site, now untangled but still over 200 pages. They established a foundation on Optimizely’s Content Management System to create a foundation with a migration plan over months. 

Even in the earliest stages, the results were huge because the CMS meant Zoom can could now push global changes in just minutes. They save hundreds of hours of work across the company by: 

  • Eliminating the devops processes, which previously took days or weeks to work through
  • Reducing publishing processes by half even with new added governance steps

 

Optimizely’s Content Marketing Platform

Improving speed to market was Zoom’s third goal. With the first two goals unlocked by their phased migration to Optimizely’s CMS, they needed to not only unblock the velocity but also the creativity and collaboration in producing new content. Zoom’s teams receive 80-100 requests a week for new content across their digital properties. 

Advertisement

 
For Zoom, the re-build of the intake process for content requests was a key component of speeding up their processes. They built in guard rails and governance processes that when used within the CMP, reduced publishing time to minutes rather than days.

 

 

Now, with the first three goals— a reimagined digital stack, a flexible digital experience, and improved speed to market—accomplished, Zoom will focus on its next digital phase: experimentation and personalization. 

How could a digital experience platform help you navigate the next phase of your business? Learn more from the experts with access to The Forrester Wave: Digital Experience Platforms, Q4 2023 report.

 

Advertisement

Source link

Keep an eye on what we are doing
Be the first to get latest updates and exclusive content straight to your email inbox.
We promise not to spam you. You can unsubscribe at any time.
Invalid email address
Continue Reading

MARKETING

The Role of Enterprise Mobility Management in Modern Businesses

Published

on

The Role of Enterprise Mobility Management in Modern Businesses

In today’s fast-paced business environment, Enterprise Mobility Management (EMM) has emerged as a critical facilitator for enhancing operational efficiency and competitiveness. EMM solutions streamline workflows, ensuring that enterprises can adapt to the rapidly changing digital landscape. This blog discusses the indispensable role of EMM in modern businesses, focusing on how it revolutionizes workflows and positions businesses for success.

EMM solutions act as the backbone for securely managing mobile devices, applications, and content that facilitate remote work and on-the-go access to company resources. With a robust EMM platform, businesses can ensure data protection and compliance with regulatory requirements, even in highly dynamic environments. This not only minimizes the risk of data breaches but also reinforces the company’s reputation for reliability and security.

Seamless Integration Across Devices

In today’s digital era, seamless integration across devices is not just a luxury; it’s a necessity for maintaining operational fluency within any organization. Our EMM solutions are designed to ensure that employees have secure and efficient access to the necessary resources, irrespective of the device being used. This cross-platform compatibility significantly enhances productivity by allowing for a unified user experience that supports both the agility and dynamism required in modern business operations. Leveraging cutting-edge technology, our solutions provide a cohesive ecosystem where data flows securely and effortlessly across mobile phones, tablets, and laptops, ensuring that your workforce remains connected and productive, regardless of their physical location. The adoption of our EMM solutions speaks volumes about an organization’s commitment to fostering a technologically forward and secure working environment, echoing its dedication to innovation and excellence.

Enhanced Productivity

EMM facilitates the seamless integration of mobile devices into the corporate environment, enabling employees to access corporate resources from anywhere. This flexibility significantly enhances productivity by allowing tasks to be completed outside of traditional office settings.

Unified Endpoint Management

The incorporation of Unified Endpoint Management (UEM) within EMM solutions ensures that both mobile and fixed devices can be managed from a single console, simplifying IT operations and enhancing security.

Advertisement

Advanced Security Protocols

Where cyber threats loom larger than ever, our EMM solutions incorporate cutting-edge security protocols designed to shield your organization’s data from unauthorized access and breaches. By consistently updating and refining our security measures, we ensure your assets are protected by the most advanced defenses available. This commitment to security not only safeguards your information but also reinforces your company’s reputation as a secure and trustworthy enterprise.

Data Protection

EMM solutions implement robust security measures to protect sensitive corporate data across all mobile devices. This includes encryption, secure VPN connections, and the ability to remotely wipe data from lost or stolen devices, thereby mitigating potential data breaches.

Compliance Management

By enforcing security policies and ensuring compliance with regulatory standards, EMM helps businesses avoid costly fines and reputational damage associated with data breaches.

Driving Operational Efficiency

In the quest to drive operational efficiency, our solutions streamline processes, reduce redundancies, and automate routine tasks. By leveraging cutting-edge technologies, we empower businesses to optimize their workflows, resulting in significant time and cost savings. Our approach not only enhances operational agility but also positions your organization at the forefront of innovation, setting a new standard in your industry.

Automated Workflows

By automating repetitive tasks, EMM reduces manual efforts, increases accuracy, and speeds up business processes. This automation supports operational efficiency and allows employees to focus on more strategic tasks.

Real-time Communication and Collaboration

EMM enhances communication and collaboration among team members by providing tools that facilitate real-time interactions. This immediate exchange of information accelerates decision-making processes and improves project outcomes.

Advertisement

Testimonials from Industry Leaders

Leaders in various industries have witnessed tangible benefits from implementing EMM solutions, including increased productivity, improved security, and enhanced operational efficiency. Testimonials from these leaders underscore the transformative impact of EMM on their businesses, solidifying its vital role in modern operational strategies.

Our commitment to innovation and excellence propels us to continually refine our EMM solutions, ensuring they remain at the cutting edge of technology. This dedication not only solidifies our standing as industry leaders but also guarantees that our clients receive the most advanced and effective operational tools available, tailored specifically to meet their unique business challenges.

Looking Ahead

The evolution of EMM solutions continues at a rapid pace, with advancements in technology such as Artificial Intelligence (AI), Machine Learning (ML), and the Internet of Things (IoT) further enhancing their capabilities. These developments promise even greater efficiencies, security measures, and competitive advantages for businesses willing to invest in the future of mobility management.

Our proactive approach to integrating emerging technologies with EMM solutions positions our clients at the forefront of their industries. By leveraging our deep technical expertise and industry insights, we empower businesses to not only adapt to but also lead in an increasingly digital world, ensuring they remain competitive and resilient amidst rapid technological shifts.

In conclusion, the role of Enterprise Mobility Management in modern businesses cannot be overstated. Its ability to revolutionize workflows, enhance security, and drive operational efficiency positions it as a foundational element of digital transformation strategies. We invite businesses to explore the potential of EMM solutions and partner with us to achieve unprecedented levels of success and innovation in the digital era. Together, we can redefine the boundaries of what is possible in business operations and set new benchmarks for excellence in the industry.

Source link

Advertisement
Keep an eye on what we are doing
Be the first to get latest updates and exclusive content straight to your email inbox.
We promise not to spam you. You can unsubscribe at any time.
Invalid email address
Continue Reading

MARKETING

Lessons From Air Canada’s Chatbot Fail

Published

on

Lessons From Air Canada’s Chatbot Fail

Air Canada tried to throw its chatbot under the AI bus.

It didn’t work.

A Canadian court recently ruled Air Canada must compensate a customer who bought a full-price ticket after receiving inaccurate information from the airline’s chatbot.

Air Canada had argued its chatbot made up the answer, so it shouldn’t be liable. As Pepper Brooks from the movie Dodgeball might say, “That’s a bold strategy, Cotton. Let’s see if it pays off for ’em.” 

But what does that chatbot mistake mean for you as your brands add these conversational tools to their websites? What does it mean for the future of search and the impact on you when consumers use tools like Google’s Gemini and OpenAI’s ChatGPT to research your brand?

Advertisement

AI disrupts Air Canada

AI seems like the only topic of conversation these days. Clients expect their agencies to use it as long as they accompany that use with a big discount on their services. “It’s so easy,” they say. “You must be so happy.”

Boards at startup companies pressure their management teams about it. “Where are we on an AI strategy,” they ask. “It’s so easy. Everybody is doing it.” Even Hollywood artists are hedging their bets by looking at the newest generative AI developments and saying, “Hmmm … Do we really want to invest more in humans?  

Let’s all take a breath. Humans are not going anywhere. Let me be super clear, “AI is NOT a strategy. It’s an innovation looking for a strategy.” Last week’s Air Canada decision may be the first real-world distinction of that.

The story starts with a man asking Air Canada’s chatbot if he could get a retroactive refund for a bereavement fare as long as he provided the proper paperwork. The chatbot encouraged him to book his flight to his grandmother’s funeral and then request a refund for the difference between the full-price and bereavement fair within 90 days. The passenger did what the chatbot suggested.

Advertisement

Air Canada refused to give a refund, citing its policy that explicitly states it will not provide refunds for travel after the flight is booked.

When the passenger sued, Air Canada’s refusal to pay got more interesting. It argued it should not be responsible because the chatbot was a “separate legal entity” and, therefore, Air Canada shouldn’t be responsible for its actions.

I remember a similar defense in childhood: “I’m not responsible. My friends made me do it.” To which my mom would respond, “Well, if they told you to jump off a bridge, would you?”

My favorite part of the case was when a member of the tribunal said what my mom would have said, “Air Canada does not explain why it believes …. why its webpage titled ‘bereavement travel’ was inherently more trustworthy than its chatbot.”

The BIG mistake in human thinking about AI

That is the interesting thing as you deal with this AI challenge of the moment. Companies mistake AI as a strategy to deploy rather than an innovation to a strategy that should be deployed. AI is not the answer for your content strategy. AI is simply a way to help an existing strategy be better.

Generative AI is only as good as the content — the data and the training — fed to it.  Generative AI is a fantastic recognizer of patterns and understanding of the probable next word choice. But it’s not doing any critical thinking. It cannot discern what is real and what is fiction.

Advertisement

Think for a moment about your website as a learning model, a brain of sorts. How well could it accurately answer questions about the current state of your company? Think about all the help documents, manuals, and educational and training content. If you put all of that — and only that — into an artificial brain, only then could you trust the answers.

Your chatbot likely would deliver some great results and some bad answers. Air Canada’s case involved a minuscule challenge. But imagine when it’s not a small mistake. And what about the impact of unintended content? Imagine if the AI tool picked up that stray folder in your customer help repository — the one with all the snarky answers and idiotic responses? Or what if it finds the archive that details everything wrong with your product or safety? AI might not know you don’t want it to use that content.

ChatGPT, Gemini, and others present brand challenges, too

Publicly available generative AI solutions may create the biggest challenges.

I tested the problematic potential. I asked ChatGPT to give me the pricing for two of the best-known CRM systems. (I’ll let you guess which two.) I asked it to compare the pricing and features of the two similar packages and tell me which one might be more appropriate.

First, it told me it couldn’t provide pricing for either of them but included the pricing page for each in a footnote. I pressed the citation and asked it to compare the two named packages. For one of them, it proceeded to give me a price 30% too high, failing to note it was now discounted. And it still couldn’t provide the price for the other, saying the company did not disclose pricing but again footnoted the pricing page where the cost is clearly shown.

In another test, I asked ChatGPT, “What’s so great about the digital asset management (DAM) solution from [name of tech company]?” I know this company doesn’t offer a DAM system, but ChatGPT didn’t.

Advertisement

It returned with an answer explaining this company’s DAM solution was a wonderful, single source of truth for digital assets and a great system. It didn’t tell me it paraphrased the answer from content on the company’s webpage that highlighted its ability to integrate into a third-party provider’s DAM system.

Now, these differences are small. I get it. I also should be clear that I got good answers for some of my harder questions in my brief testing. But that’s what’s so insidious. If users expected answers that were always a little wrong, they would check their veracity. But when the answers seem right and impressive, even though they are completely wrong or unintentionally accurate, users trust the whole system.

That’s the lesson from Air Canada and the subsequent challenges coming down the road.

AI is a tool, not a strategy

Remember, AI is not your content strategy. You still need to audit it. Just as you’ve done for over 20 years, you must ensure the entirety of your digital properties reflect the current values, integrity, accuracy, and trust you want to instill.

AI will not do this for you. It cannot know the value of those things unless you give it the value of those things. Think of AI as a way to innovate your human-centered content strategy. It can express your human story in different and possibly faster ways to all your stakeholders.

But only you can know if it’s your story. You have to create it, value it, and manage it, and then perhaps AI can help you tell it well. 

Advertisement
Like what you read here? Get yourself a subscription to daily or weekly updates.  It’s free – and you can change your preferences or unsubscribe anytime.

HANDPICKED RELATED CONTENT:

Cover image by Joseph Kalinowski/Content Marketing Institute

Source link

Keep an eye on what we are doing
Be the first to get latest updates and exclusive content straight to your email inbox.
We promise not to spam you. You can unsubscribe at any time.
Invalid email address
Continue Reading

Trending

Follow by Email
RSS