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A 4-Step Customer Journey Map Process for Better Content Results [Template]


A 4-Step Customer Journey Map Process for Better Content Results [Template]

Did you bring a map (digital or otherwise) with you on your last road trip? Most people do – It’s the best way to ensure that you arrive exactly where you intended to go.

Yet relatively few marketers create a map when planning content. They should. A customer journey map is a great way to lead prospects and customers to a destination that meets their information needs (and your marketing goals.)

The journey mapping process also can provide the strategic direction your team needs to know what kind of content to create to help move website visitors and other prospects through the sales cycle.

Though journey mapping can seem like a complex and tedious time suck, it doesn’t have to be.

A streamlined journey mapping process helped fintech company Datasite transform random acts of content into connected, customer-centric experiences.

Convince & Convert’s Jenny Magic worked with Datasite Vice President of Marketing Americas Marcio Moerbeck to create the company’s customer journey maps. Here’s a detailed walkthrough of the process they followed (and a template you can use to get started) from their presentation at Content Marketing World 2021.

Marcio and Jenny also explain why customer journey maps are a critical part of any content marketing strategy and what they can help your brand achieve in this short video:

What is a customer journey map?

A journey map is a visual representation of the customer journey that defines:

  • All the points where customers and prospects interact with your brand
  • What they want to accomplish at each one
  • The path they take from point to point as they move toward a purchase

Jenny describes it as representing the intersection of buyer needs and your organization’s calls to action. “It’s thinking about what they need, what we need, what do we want them to do, and why would they want to do it. It helps content marketers get out of their own heads and see their brand through the eyes of customers,” she says.

Creating a customer journey map for your #ContentMarketing helps you see your brand through your prospects’ and customers’ eyes, says @JennyLMagic via @CMIContent @semrush. #CMWorld Click To Tweet

Journey mapping is a marketer’s “secret superpower,” Jenny says. “The intersection of your brand strategy, your personas, and your journey maps is true content marketing gold.”

Why create customer journey maps?

Viewing your brand’s value through that lens helps you evolve your content experience to become more customer-centric.

That’s particularly important because customers want to do their own research. According to TrustRadius research, 87% of buyers want to self-serve part or all of their buying journey, and 57% of buyers already make purchase decisions without ever talking with a vendor representative.

87% of buyers want to self-serve part or all of their buying journey, and 57% already make purchase decisions without talking with a vendor rep, according to @trustradius #research via @joderama @CMIContent @semrush. Click To Tweet

And they’re less patient with marketing that prioritizes the brand’s messages and goals over a useful and contextually relevant content experience.

“Every single content preference study gives marketers a thumbs down on whether or not the content is objective versus being biased; whether it is focused on substance over style; whether it’s the right amount of material or an overwhelming volume, and finally, whether or not it’s extraneous to their research,” Jenny says. “This means [marketers] are not doing a fantastic job telling them what they need to know to make that decision.”

Working through the mapping process keeps you focused on customers by:

  • Enabling cross-team alignment around customer needs: The mapping process brings sales, marketing, and customer support together to define what customers need to know before they buy, what they need after they purchase, and the stories marketing can tell to support those interactions.
  • Guiding content priorities: It’s easy for teams to get distracted by the next shiny object, the next social media channel, or some exciting idea from the C-suite. A journey map that clearly articulates audience needs helps ensure the team stays true to what your audience wants and needs.
  • Inspiring customer-centric content. Auditing your content during the mapping process can reveal topic gaps you should create content to fill.


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A streamlined customer journey mapping process and template

Jenny recommends a customer journey process that focuses on a narrow set of information selected to help you plan more effectively and create higher-performing content.

I’ll walk you through the steps of this process, using a template Jenny built in Airtable to illustrate the steps (you can access her template here). You can use Excel, Google Sheets, or any other project management tool to create a similar tracker.

Step 1: Define your personas 

Click to enlarge

List your customer personas in the first tab on the far left of this template and fill in their most important characteristics. Jenny’s example shows details for three personas (A, B, and C), including their job titles, who they report to, and their role in the decision-making process.

If you haven’t yet created detailed customer profiles as part of your content marketing strategy development, consider this quick-start personas guide.

For journey mapping, Jenny recommends including only those details that are relevant to the decision journey – mindset and motivation.

These are the must-have insights she includes:

  • Triggers: What drives their interest in changing their current solution or taking action on a new purchase?
  • Influences: Who or what influences them on decisions like this?
  • Value proposition: Which of your advantages and benefits will resonate with them most?
  • Motivations and frustrations: Why have they chosen to engage with your business, and what do they need to do or solve right now?

TIP: To avoid bringing unintentional biases into your work, don’t give your personas names. “If we use a gendered name like ‘Driven Daniel,’ we instantly picture a male, and that may not be [relevant] to the decision process,” Jenny says.

Don’t give gendered names to your audience personas because that can introduce unintentional biases in your #ContentMarketing, says @JennyLMagic via @CMIContent @semrush. #CMWorld Click To Tweet

Step 2: Define your calls to action (CTAs)

Click to enlarge

In the second tab, fill in your top 20 or so business CTAs – the activities that drive consumers toward a purchase decision.

Jenny says marketers tend to rush through this step or skip it entirely. But this step keeps content teams focused on desirable business outcomes rather than vanity metrics.

Think about these CTAs in terms of the behaviors you want to drive, such as:

  • Assessing readiness to make a purchase decision
  • Learning how to evaluate our type of solution
  • Requesting a demo

Bring sales and customer support teams into your planning conversations to share insights and real-world scenarios at this stage.

“Sales might have a whole set of activities that they’re judged and rewarded on that are often very different from the [marketing team’s] CTAs – and very different from what the support team wishes our clients knew once they signed on the dotted line,” Jenny says.

She recommends bringing the teams together and getting them to agree on which CTAs to prioritize. Although this part of the process can feel arduous, Marcio confirms that it delivers important benefits: “The great moment of this exercise was that we came to a consensus on a set of CTAs that we can go and activate. Be patient and be resilient through that process because, for us, that was the win,” says Marcio.

Get sales, customer support, and marketing together to agree on which business calls to action to prioritize in your #ContentMarketing, says @JennyLMagic @AskMarcio via @CMIContent @semrush. #CMWorld Click To Tweet

HANDPLOCKAT RELATERAT INNEHÅLL: 14 Ways To Get More Opt-Ins From Your Content

Step 3: Define your customer experience

Once you’ve defined your audience targets and CTAs, use the Journey Map tab to align the persona details and journey stages with your content and CTAs. You can also fill in the emotions that likely drive your persona’s actions at each journey stage (as Jenny has done in this example). But don’t worry about the content column just yet – you’ll have that information once you do the audit in Step 4.

Click to enlarge

When filling in these fields, don’t nitpick every word choice or haggle over the fine details. Just summarize the essential information. In the remaining columns, Jenny recommends distilling your customer insights into answers to these four questions:

Think of this step as a narrative exercise that results in a first draft, Jenny says. It’s not meant to serve as a definitive resource to answer all your content planning questions.

Step 4: Audit your existing content

A comprehensive content audit is never a bad idea. But Jenny suggests speeding things up for journey mapping with this focused approach:

  • List the titles of only your 50 highest-performing evergreen content pieces. They’ll serve as a representative sample of your best content.
  • Determine which of your CTAs would be most relevant for each asset.

In Jenny’s full template (not pictured), you’ll see additional fields you can fill in if they’re important to your business (such as the asset’s URL, and target formats and channels).

But even if you just outline the content you have and the CTAs each one aligns with, the process will reveal two key content insights:

  • Gaps: You’ll find out if you lack content for specific CTAs or topics. This insight will help you set priorities for future content creation.
  • Waste: You’ll identify topics you’ve covered sufficiently (or more often than you need to). You can deprioritize these topics in your list of new content to create.

Transform random acts of content into connected customer experiences

These steps help you create the framework for a living content plan you can build on by adding more insights and ideas over time. As you brainstorm new content pieces or look for ways to refresh and repurpose the assets you’ve already created, use this template to set priorities and track results through your creation and distribution workflows.

Deciding what content pieces to create – and how to connect them to provide a seamless, customer-focused experience – can seem intimidating in the absence of a linear process. Try Jenny’s suggestions to help simplify your decision-making, increase your strategic focus, and achieve better marketing results.

Want to learn how to balance, manage, and scale great content experiences across all your essential platforms and channels? Join us at ContentTECH Summit (May 31-June 2) in San Diego. Browse the schedule eller register today. Use the code BLOG100 to save $100.

Note: No one post can provide all relevant tools in the space. Feel free to include additional tools (from your company or ones you’ve used) in the comments.

Omslagsbild av Joseph Kalinowski/Content Marketing Institute



How CTV can deliver market research for B2B marketers


How CTV can deliver market research for B2B marketers

Connected TV (CTV) is the fastest-growing digital ad channel, as more TV watchers cancel cable subscriptions and turn to lower-priced or free a la carte streaming options they can watch on TVs, laptops and mobile devices. Many streamers are also potential B2B prospects, but not many B2B marketers are leveraging CTV for advertising.

“We believe connected TV advertising is undervalued, and there’s so much that digital, data-driven marketers can do with connected TV advertising that goes beyond the scope of any other ad channel,” said Hooman Javidan-Nejad, director of performance marketing for CTV advertising platform MNTN, at The MarTech Conference.

Varför vi bryr oss. Hit shows on streaming services get the credit for the CTV surge. But within these mass audiences there is data for targeting and segmentation. B2B marketers ahead of the curve have also experimented with streaming for delivering on-demand video content to prospects. 

Serving prospects ads on ad-supported Netflix, or managing your own video programming like a kind of B2B Netflix, is a much different experience than traditional whitepapers that recognize professionals’ changing media consumption and self-serve research habits.

CTV data. “Data-driven marketing has picked up in the last decade because the nature of all those digital channels are enabling you, and empowering you, to have access to the data and to act on it,” said Javidan-Nejad. “This is something that we never had for a TV — [traditional linear] TV advertising has always had limited or no reporting.”

Because of CTV’s digital infrastructure, ad campaigns on that channel have performance and measurement data that can be used as a market research tool.

“The beauty of approaching connected TV just like another digital channel is that you can apply the same targeting criteria you are applying today on LinkedIn, or on Facebook,” he added. “The insights that you’re getting from connected TV advertising can be applied to all the other channels, or the insights that you’re getting from the creative can be applied into the other channels.”

Dig deeper: Bringing your ABM strategy to CTV

Finding audiences on CTV. When advertising on CTV, B2B marketers should execute multiple campaigns, or target different audiences with a single campaign.

For example, a B2B marketer could run one campaign based on job titles, and another one based on firmographic criteria. You could also launch a retargeting campaign, based on first-party data acquired from those who have visited your website and shared their info.

“For each of these audiences, you will get audience segment reporting,” Javidan-Nejad explained. “So you will be able to see which of these audiences have performed better, which of these audiences had a better verified visit rate, and all the other metrics [to discover] which audiences are performing better. And then you can take those audience insights and apply them to the other channels.”

Matched audiences. B2B marketers can also use existing customers and prospects from their CRM and match them with a CTV adtech partner, in order to deliver CTV ads to those prospects when they’re watching streaming TV.

“This is the same audience that you’re using across all the other paid social channels,” said Javidan-Nejad. “The insights and learnings that you get from CTV can be extended and implemented across the other channels.”

Testing creative. Before committing a large budget on a robust TV campaign, B2B marketers can test different kinds of creative on CTV to determine what messages and visual cues stick with customers and prospects.

While every digital ad channel has its own sweet spot for what works in video ads, some of these insights about what works best on CTV can be applied to other channels.

“We are all familiar with A/B testing,” Javidan-Nejad said. “As digital marketers, we always try to leverage this feature or functionality across all the other digital channels. Now you’re able to do that for your TV advertising.”

Register for The MarTech Conference here.

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How to Write YouTube Titles for SEO


How to Write YouTube Titles for SEO

Creating a video is a creative process which involves a lot of brainstorming, editing and producing. But the success of your video does not 100% rely on the quality or originality of that video.

Whether your video is going to be a success is determined by how many people will be able to find it and watch it.

Don’t underestimate the discoverability of your video. It may make or break your whole video marketing strategy performance.

One of the biggest channels that can drive findability of your video is search engine optimization, i.e. optimizing your video page for it to rank in search engines (mainly Google and Youtube search) for relevant keywords.

And one of the most important SEO elements of any page is its title.

What is a Youtube title?

“Title” is what you see on the browser tab when you open any Youtube page:

It is controlled by the “Title” field which is required when you upload your video to Youtube:

In the code of the page the title can be found within <title></title> tags.

On a Youtube video page, the title is also repeated underneath the video as the main heading making it also an on-page SEO element.

Youtube allows you to enter up to 100 characters to the title field and I recommend making the most of those 100 characters.

How can titles impact the findability of your video?

Page titles are key on-page SEO elements because they do both:

  • Page titles are direct ranking factors (Google uses them to understand what the page is about)
  • Page titles impact click-through by being the most visible parts of standard search snippets.

In that respect, Youtube SEO is not much different from any other types of SEO. The only slight difference is Youtube videos also get an additional section in organic results which you can target: Page titles are also included next to video thumbnails in video carousels:

Since titles are so important for your video findability and clickability, spend some extra time brainstorming effective video titles. Here are a few ideas:

How to create an effective Youtube title

1. Include your keyword

This is important in the context of this article. Keywords are still very important for SEO because they still help search engines understand the main topic of your page.

Keyword research is also a great way to estimate a demand for any topic (by looking at the search volume).

Identifying your main keyword and including it into the page title will help that video page rank for that keyword driving views for your video and generating additional brand visibility to your business. There are lots of tools and plugins allowing you to identify your target keywords.

It is a good idea to grab URLs of your competing videos and run them through this SEO Content Checker to identify their keyword usage and learn from that:

2. Make it sound interesting

I know it sounds obvious but there are too many boring video titles for me not to mention it.

Your video title needs to invite a click, so make sure it is interesting enough to invite one.

I realize it sounds easier than it really is and in many cases it is also highly subjective. But there’s a tool to help.

Using ChatGPT will help you find some ideas, in case you are stuck. Here’s what the tool was able to generate when I requested the following “Generate video title ideas that will include “Youtube marketing” keyword. Make those titles sound intriguing:”

There are quite a few pretty nice ones. If you don’t like what the tool suggested, keep asking it for more, changing your request just a bit to make it think harder.

This tool is great but make sure to pick a title that won’t over-promise. There’s a fine line between “intriguing” and “click-baiting.” Try and avoid the latter as it may reflect badly on your branding strategies.

3. Include numbers

Including a number in your page title has proven to be an effective way to get more people to click it. Click-through is likely to be an (indirect) ranking factor, so if more people click your title, there’s a good chance it will rank higher.

You cannot make each of your videos a listicle though, so you won’t be able to use this trick in each of your Youtube titles. But it is a good format to keep in mind and use from time to time.

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4. Mention a brand (if there’s one to mention)

Finally, if your video is about a well-known brand (for example, if that video is of you speaking at an event) or, more importantly, if you create it in collaboration with a well-known expert and/or influencer, include that name in your title.

Not only will it help your video rank for that searchable name, it will also increase its click-though thanks to people recognizing that name. 

Youtube also allows you to tag that name in the title (much like tagging works on Twitter or Facebook). If you add @ and then start typing that name, Youtube will allow you to select that name from the drop-down (if that brand or person has a Youtube channel). This will notify them on the mention and urge them to engage with the video helping its visibility:

No need to include your brand name though (unless that video is all about you or your company). If you pick your Youtube name well, it will help you build your brand’s recognizability with every high-ranking video because the channel name is always included in search snippets.

Keep a close eye on your results

Finally, creating an effective title is something that you can never do perfectly. There’s always room for improvement and experimentation. Learn from other well-performing videos in your or outside your niche and never stop experimenting.

Monitor video carousels for your important keywords to get notified when a new video succeeds in getting there and not what may have brought them that success. There are SEO monitoring tools that can help you with that task:

Additionally, keep a close eye on your Youtube analytics to monitor keywords that generate views from Youtube search and learn from those results:


You spend hours creating your video. It deserves a good title which will help your video get found. Spend some time brainstorming an effective title, experiment with different formats and measure your success. Good luck!

The post How to Write YouTube Titles for SEO appeared first on DigitalMarketer.


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Amazon Announces Auction System for FBA Storage Space [What Sellers Need to Know]


Amazon Announces Auction System for FBA Storage Space [What Sellers Need to Know]

Amazon’s FBA program is a tremendous asset for brands who sell products on the platform. With FBA, retailers can outsource the heavy lifting of logistics such as warehousing, fulfillment, and distribution for a fee. In the last few years, sellers have expressed the need for more capacity, predictability, and control over their inventory. Amazon’s recent update helps sellers tackle those challenges and so much more.

Amazon just announced a new streamlined FBA capacity management system that will go into effect on March 1, 2023. With this new system in place, Amazon FBA will be turned into an auction where sellers can bid for additional storage space.

The system will now incorporate a single, month-long FBA capacity limit rather than weekly restock limits that can make inventory planning challenging for sellers. Now, capacity limits for the upcoming month will be announced in the third full week of each month via the Capacity Monitor in Seller Central and email notification. According to Amazon, the majority of sellers will now have access to greater capacity volumes than before.

With this new update, Amazon also announced they will provide estimated limits for the following two months to help sellers plan over a longer period. In a recent blog post highlighting the announcement, Dharmesh Mehta, Vice President of Amazon Worldwide Selling Partner Services stated, “We will forecast how much space and labor we expect to have to provide these estimates, but these estimates may vary up or down based on how efficiently sellers are using their capacity, as measured by the Inventory Performance Index (IPI) score.”

With the new Capacity Manager in place, sellers will also be able to request additional capacity based on a reservation fee that they specify. Mehta noted…

“Requests are granted objectively, starting with the highest reservation fee per cubic foot until all capacity available under this program has been allocated. When additional capacity is granted, sellers’ reservation fees are offset by earning performance credits from the sales they generate using the extra capacity. Performance credits are designed to offset up to 100% of the reservation fee, so sellers don’t pay for the additional capacity as long as their products sell through.


Our goal is to provide sellers with more control over how much space they can have while limiting unproductive use. We’ve piloted this feature with certain US sellers, and we’re excited that with this launch, we will expand it so all sellers can request higher FBA capacity limits.”


The recent announcement also highlighted how Amazon will set capacity limits and measure sellers’ inventory usage in cubic feet (vs. number of units), which better represents the capacity sellers’ products use in our fulfillment centers and transportation vehicles. As many sellers prefer to plan in units, Amazon will continue to show inventory usage in units but will also provide an estimate of how many units specific cubic volume capacity limits are likely to permit.


Tinuiti’s Take on the New FBA Capacity System


Change is certainly on the horizon. Let’s hear from Tinuiti’s own Bjorn Johnson on tips for how you can prepare for the FBA change coming March 1st.

“These changes are likely to be impactful, especially to sellers with larger products. Amazon reverting to cubic foot-based storage limits is likely to reintroduce previous issues for these clients in maintaining healthy inventory levels. Their difficulties look to be exacerbated by the addition of the bidding system. In order to keep their already high-fulfillment-fee products in stock, they’ll need to bid on large amounts of space. On the other hand, sellers with smaller products are likely to be able to store more units than before, and have the flexibility to bid on smaller amounts of space. The decision from Amazon looks like a clear effort to encourage small, light, easy-to-ship and fulfill products.”

– Bjorn Johnson, Operations Manager at Tinuiti


Want to Learn More About the New Auction System for FBA Storage Space?


We will continue to keep you informed as we learn more about the new FBA capacity system. If you’re interested in learning more about our Amazon offerings or if you have any questions concerning FBA, contact us today.



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