Metrics are your marketing scorecard, which is why you need to ensure you're tracking the right ones

Metrics are the ‘scorecard’ of your digital marketing work. When these metrics, also known as key performance indicators (KPIs), are moving upwards, you’re winning the marketing game. When they’re trending downwards, you’re on the losing team (at least for now). You probably know your conversion-related KPIs by heart: metrics like conversion rate, revenue per visitor (RPV) and average order value (AOV). And on the acquisition side: cost per acquisition (CPA), return on ad spend (ROAS), and marketing qualified lead rate (MQL). But, in order to get a clear sense of what matters most in your customers’ minds, you need to include customer experience (or ‘CX’) metrics in your scorecard mix. These CX metrics measure your prospects’ and customers’ perceptions of your brand, judged after several interactions, or ‘touchpoints,’ with both your online and offline marketing channels.…

Customer listening is now essential

Ever talked with someone who doesn’t seem to listen to you or let you get a word in edgewise? Pretty annoying, right? The same is true in digital marketing. In order for you to market and, ultimately sell better, you need to listen as much as you talk. Only then can you capture the critical customer feedback you need to inform the tactical tweaks and strategic transformations you need to make to take your business to the next level. The best way to do this is by listening – at first manually if that’s all you can afford to do – but eventually in a deep, analytics-based way. This is the realm of customer listening (CL) platforms.

What’s a Customer Listening Platform?

A customer listening (or CL) platform is a SAAS-based app that allows you to listen to all the streams of customer data you have available so you…

IKEA isn't just innovating in their design process, they are innovating in their customer research approach too

Global home furnishings and meatball brand (IKEA sell 150 million meatballs a year), IKEA of Sweden already innovate in their democratic design approach when producing new products, but now they're taking a leading approach with their customer insights: chatbot surveys. The IKEA concept already works to make their products attractive, functional, sustainable, accessible and affordable. IKEA are the masters of efficiency and it seems that they are working with their research agencies, to take this approach to customer insight. The world of market research and insight has somewhat an obsession with innovation, researchers are always looking for new ways to gain insights, hence big data, online communities, shorter surveys (though I question whether many are actually getting shorter). But in the day to day, researchers tend to stick…

What to measure when conducting customer surveys

The customer has to be at the heart of your strategy. That's so elemental it hardly merits saying. But how do you accurately build up a picture of your customers desires, wants, and needs? Customer surveys offer a valuable way of connecting with your customers and understanding them better. But, often it's extremely hard to get your customers' attention for periods long enough to get detailed results. After all, we're all busy. Let's face it, how many emails asking you to give your feedback have you ignored in the past week? More than the number of surveys you've answered in all likelihood. If you need tips on how to get more from your customer surveys, this infographic from appuri offers four ways you can improve them. Also, see our new Quick Win for members on Customer Satisfaction Surveys and measuring NPS for more detailed recommendations on best practices for…

Chart of the day: Data, analytics, and insight are critical to business success. Insight and data are empowering growth.

Marketers understand the important of data and businesses understand how data drives growth. The research by Mediasense, in association with Ipsos MORI and ISBA, asked respondents what factors they thought would be critical to business success in 2020. Almost 8 in 10 (78%) thought data, analytics, and insight were the most critical factor. Content marketing was down compared with 2015 data whilst SEO was found to be one of the least critical factors, but scores for SEO were not as low as Pay per click and community management. Source: Media2020 report  Sample: 250+ senior marketers Recommended resource: …

Chart of the day: Market research budgets have been cut whilst marketing budgets are being sustained

Market research (increasingly referred to as "insight") budgets are taking another cut this year, according to research by the Institute of Practitioners in Advertising, whilst marketing budgets overall have not grown. As few as 8% of respondents signaled growth in their insight budget whilst just over 26% of respondents indicated marketing budget growth. The analysis shows it's the worst prediction for market research in over four years of data collection. One reason for the fall in budget could be that businesses are using non-traditional research methods, doing fewer large-scale annual research projects and instead focusing on more cheaper, innovative techniques, such as the use of research communities, online focus groups and cheaper providers such as Survey Monkey Audience, Ask You Target Market and Toluna Quick Surveys, rather than using…

Using customer insight to improve product/market fit?

Building a brand from scratch...

I have worked on over 20 branding projects – from start-ups to government institutions. And in every case, we needed to know the environment of the brand, the shareholders, the stakeholders, the key influencers and key beneficiaries. I needed to know who will be affected by change and what change in selected part of environment I want to achieve. With brand building at the beginning - there is nothing. I have a piece of paper and a pen. For past couple of years I strived to work in 3 steps. Target (aim of the action) Tool (defining and choosing the best tool) Action (don't think -  act) So if my aim is to: Achieve product/market fit with my brand I have to: Know my product and know the target market and then implement that knowledge. So everything starts with blank piece of paper on which we have to organize the knowledge that we have…

Get FREE marketing planning templates

Start your Digital Marketing Plan today with our Free membership.

  • FREE fast start guides to review your approach
  • FREE digital marketing plan templates
  • FREE alerts on the latest developments

Need help with your Digital Marketing?

Get more from your digital marketing with in-company or remote training and consultancy from Smart Insights

Get FREE marketing planning templates

Start your Digital Marketing Plan today with our Free membership.

  • FREE fast start guides to review your approach
  • FREE digital marketing plan templates
  • FREE alerts on the latest developments