Categories
Featured Social Media

How to Handle Negative Reviews

It happens to every business sooner or later – the dreaded negative review! You might think no one will notice the unfortunate comment, but 82% of consumers consult online reviews for local businesses spending approximately 13 minutes reading before making a decision. The negative review will be noticed! It’s tempting to focus on positive feedback and ignore the occasional negative voice but negative reviews affect the decisions customers make, drive down your listing on consumer review sites and have an impact on business outcomes. So, how should you handle that scathing comment?

 

  • Respond promptly thus limiting damage, showing you value the consumer’s opinion and demonstrating care for customer service.
  • Answer tactfully: Apologize. Appreciate the communication. Empathize without blaming. Express regret and explain the issue using sincere and non-condescending language. You may actually change the customer’s mind and turn the negative into a positive!
  • Be authentic and honest: Do not use a canned response! Customers prefer an honest acknowledgement of a genuine mistake. Address negative reviews in a fair and heartfelt manner.
  • Make a considered response: Collect your thoughts before responding. Find the merit in the review. Remain professional. Make it clear that you are happy to resolve the issue. Don’t ever attack or retaliate!
  • Be appreciative: Negative reviews are actually a good way to keep customers coming back. They give you the opportunity to improve your company’s imperfections and let consumers know how you respond. So, appreciate the writer of a negative review.
  • Take the communication offline: Leave a sincere and thoughtful public comment requesting contact information and asking the best way and time to communicate. Then take the discussion offline. Resolve the issue to the customer’s satisfaction, then leave a brief comment in the public timeline.
  • Correct the issue: Take negative reviews seriously. Look for ways to improve. Brainstorm solutions and weigh the outcomes. Make the changes needed and then share this with the reviewer. Let customers know that feedback affects your business.
  • Go above and beyond: Consider offering a credit, a gift card or flowers. Send a custom video or image to help improve the reviewer’s perception.
  • Follow up with the reviewer making sure the issue has been remedied. Many customers will take a bad review down when they feel they have been treated fairly and a resolution has been reached.
  • Remove fake/misleading reviews: Some negative reviews are not authentic (written by the competition, a disgruntled former employee, someone who is not an actual customer, etc.). These responses are against most terms of service agreements and can be removed when reported to the proper leadership of each platform.
  • Share reviews with your employees (positive and negative) to ensure similar problems do not reoccur and to build a customer-centric mindset in your company.
  • Monitor reviews: Position your business for success by consistently monitoring reviews and responding when necessary.

Everyone gets negative reviews! Don’t panic. Don’t take it personally. Deal with the situation appropriately and learn from the experience. Make changes when called for.

Need assistance handling negative reviews? Want help with your digital marketing strategy? Call CAYK at (587) 600-8270 or email [email protected].  Allow us to be your very own marketing department! Connect with our tightly-knit team of knowledgeable digital-first consultants, each eager to help your business grow. Contact CAYK today.

 

 

 

References:

https://www.searchenginejournal.com/tips-handling-negative-customer-reviews-online/353470/#close 

https://www.fundera.com/blog/dealing-with-negative-online-reviews  

https://www.entrepreneur.com/article/299062

https://www.practicalecommerce.com/10-ways-to-deal-with-negative-customer-reviews

https://www.powerreviews.com/wp-content/uploads/2018/03/The-Growing-Power-of-Reviews.pdf   

https://www.oberlo.ca/blog/online-review-statistics 

https://www.brightlocal.com/research/local-consumer-review-survey/

Categories
Internet Marketing

Data-Driven Marketing

Data-driven marketing is the process by which marketers use data to gain insights into customer needs, desires, and behaviors, then use these insights to create personalized marketing strategies aimed at the highest possible return on investment (ROI). Made possible by the introduction of customer relationship management software (CRM), data-driven marketing allows marketers to enhance and personalize the customer experience by taking the answers to questions like whom, when, where, what and translating them into practical marketing strategies. 

Benefits of Data-Driven Marketing

Data-driven marketing is gaining popularity as both businesses and consumers benefit from the approach. Benefits include:

  • Efficient Media Buying: Analyzing data collected enables marketers to remove guesswork thus improving media planning and buying. This type of marketing facilitates the identification of the content that leads prospects through your sales funnel allowing you to decide where your time and budget are best spent.
  • Consumer Targeting: Data analysis results in a deeper understanding of the customer profile allowing marketing messages to be customized and shown to the appropriate audience. 
  • Relevant Messages: For most companies, generic marketing messages are over. Data-driven marketing enables you to be relevant, for your message to resonate with consumers’ interests. 
  • Multi-channel Marketing: Marketers can reach beyond email, extending their reach across multiple networks and ensuring that the message is consistently reaching each customer at the perfect place and time. Data helps you discover which channels are best to engage your audience now and in the future.
  • Improved Customer Experience: The data collected brings an understanding of customers’ triggers and pain points, allowing marketers to determine specific areas for improvement of the customer experience. 
  • Improved Product Development: With more data leading to a better understanding of your target audience, your business can reduce product failure rates by focusing product development on goods/services best suited for a particular market.
  • Prediction of Consumer Preferences: With the right data, you can pre-target consumers tailoring your marketing message while the customer is still in buying mode, delivering a one-to-one customer experience on a massive scale.

How to Begin Data-Driven Marketing

There are some basic principles that can help you start a data marketing strategy or improve your existing data marketing program.

  • Determine Your Goals: Decide what data is worth collecting. Focus on gathering information around key performance indicators (KPIs). Consider collecting information regarding your target market, customer and prospect data (persona, transactional data, online activity, social network activity) and marketing/social media analytics (click-throughs, impressions, conversions).
  • Adopt Automation: Use an automated process that allows for personalization and lets your marketing strategy function for you even when you’re not working.
  • Collaborate: Utilize processes that manage data ensuring that it is shared across your entire organization, reaching all departments and teams. 
  • Evaluate and Take Action: Using your KPIs, evaluate the data collected. Use this data to inform your market strategies. 
  • Consistently Monitor your data collection to identify which strategies are giving you the best results. Continue to draw conclusions and try new strategies to maximize the results of your marketing efforts. 
  • Explore Marketing Channels: Use data analysis to help you understand which channels are working for you and inform you of new channels and formats worth adopting.
  • Observe the Competition: Let your competitor’s successes and failures inform your marketing strategy. Learn from their mistakes. Adapt and implement what works. 

Data drives most marketing decisions in today’s competitive marketplace. Take the time to collect and analyze data and adjust your marketing efforts accordingly. Let data help you make better decisions regarding the timing of your advertising, customization of marketing copy and personalization of experiences for your target audience. Data-driven solutions are essential to successful marketing campaigns. 

Need help with your data-driven marketing strategy? Call CAYK at (403) 456-0072 or request a marketing proposal.  Allow us to be your very own marketing department! Connect with our tightly-knit team of knowledgeable digital-first consultants, each eager to help your business grow.

Categories
Google

Web Crawling, Click Fraud Detection, and Coffee. Oh My!

CAYK’s Current Research & Development Project  (Part 1) 

11,407,243 – This is our current count of websites that have participated in the Google Ad Network to date. (Websites that allow Google to place their ads on them.)

Now that you know that, how do you pick which websites to show your advertisements on? That’s a big number after all, and it’s the only representative of the ad placements that we’ve come across during this R&D project. After all, Google isn’t publishing that list anytime soon, so we’re left to build the list without their help.

It’s not difficult to rule out large portions of available ad placements with the tools provided within the ad management platform. However, even a small targeting change often wipes away millions of domains without actually knowing with any degree of certainty whether or not they would have otherwise brought value to a client’s advertising campaign. Worse is that the placements that remain after targeting updates haven’t actually been vetted. While this is the nature of the industry, it’s certainly not good enough for us.

Data-Drive Marketing vs Research and Development
Where lies the line between the two?

By the very nature of digital advertising, every online advertising decision is bordering on a big data project. Selecting advertising placements is a great example of this phenomenon, with millions of websites that can be targeted, how do you decide which are worthy of advertising funds, and which are not? It may be a bold approach, but we’re working towards vetting each one individually.

It starts with tracking down domains participating in the ad network. This means first crawling as many sites as you can and gathering previous crawl data wherever you can find it. Of the 248,555,113 domains in our overall database (248.5 million!), approximately 4.6% have had tell-tale embed scripts or DNS calls that show participation in Google’s Ad Networks.

The scope required to do anything on this scale has led to a long journey of learning with the singular purpose of doing the best job we possibly can for our clients. It’s been actively worked on (nearly every single day, (weekends too!), for over a year! In our upcoming mini-series, we will break down some of the key milestones of this project, speak to the many hurdles and challenges which needed to be surmounted, as well as help explain how these learnings are already bringing value to our clients!

Categories
Social Media

5 Social Media Marketing Mistakes Your Business Might Be Making

Despite its power as a marketing tool, social media is often quite misunderstood. If you want to build a strong audience, engage with your community, and drive traffic to your business website, you’ll want to ensure that your social strategy doesn’t have any of these potentially fatal flaws.

Not Using Social Media to Your Advantage

By far the biggest mistake a business owner can make when it comes to social media is deciding not to use it at all. It’s not uncommon for businesses to see a marketing effort like advertising as 100% essential while seeing social media as a superficial add-on. In reality, social media not only offers its own stunning capabilities as an advertising tool, it’s an indispensable component of customer care, brand development, lead generation, and so much more.

Taking a Hands-Off Approach

Also fairly common are businesses who get as far as starting their social media profiles but don’t go further than that. This isn’t much better than skipping out on it altogether! It’s crucial that a company create a clear social media strategy and realize it with consistent use, engagement, and intent. Your leads and clients must feel that there’s a team of great people behind the profiles, people who will answer their questions and share valuable information with them.

Ignoring Negative Feedback (Or Dealing with It Poorly)

Let’s say you create awesome profiles for your business, posting high-quality content and fun glimpses into the culture of your company. Don’t forget that you may also receive negative forms of engagement. Social media is about transparency and sincerity, not to mention keeping your reputation solid. Don’t ignore negative reviews, and don’t address them with angry or defensive replies. Your community is watching, so be sure to resolve these issues with humility and class!

Failing to Track Your Strategy

Okay, so you’ve got awesome profiles on the right platforms, your engagement is consistent and excellent, and you’re even responding beautifully to the occasional not-so-stellar review. How do you know for certain that your social strategy is getting you the conversions that you need? No marketing effort can be fully successful without tracking and reporting. The analytics tools available today will help you develop a strategy with a clear direction and measurable results.

Missing Out on Paid Social

If there’s one thing everyone can understand about social media platforms, it’s that they’re all incredibly crowded places. How do you overcome all that noise to secure the attention of your leads and better retain your existing customers? Paid social, of course! With a strong social media advertising strategy, you’ll be far better equipped to guide users towards conversions using persuasive ads, boosted posts, and next-level audience segmentation and targeting.

Do you want your business to get the most out of social media marketing? From setting up and managing your profiles to posting excellent content, maintaining your reputation, and tracking the results of your strategy, CAYK is here to help! Call (403) 456-0072 to find out more today.

Categories
Google

How Is Voice Search Affecting SEO?

SEO has become a second-nature aspect of marketing a business and bringing in new leads. However, as with any component of your strategy, SEO is evolving as time goes on. Voice search is playing an increasingly prominent role in the current landscape, so how do you adapt?

 

Voice & the Rise of Mobile

 

There’s no question about it — mobile devices have had profound effects on the way that users discover brands. We speak often about the importance of having a responsive, mobile-friendly site, but voice search is another factor in this phenomenon that shouldn’t be underestimated. Whether taking place on smartphones and tablets or devices like Google Home and Amazon Echo, the immediacy and sophistication of voice search is increasingly preferable for users today. Considering the fact that the majority of searches take place on mobile, it will probably come as no surprise that 50% of searches are projected to be voice searches by 2020.

 

How It Affects Your Content

 

Voice searches are syntactically distinct from traditional text-entry searches. They tend to manifest as long-tail keyword phrases and using natural, conversational speech. It will be wise to adapt the style of your content accordingly. Additionally, remember that voice-driven search features and virtual assistants like Siri and Alexa respond to many types of queries by reading the featured snippets at the top of results pages. Work towards optimizing your content to respond to queries that begin with trigger words like “what” and “how”, offering concise and useful snippets of information that Google is more likely to yield during a voice search.

 

Localization & Directories

 

Another factor to keep in mind when adapting to the advent of voice search is how swiftly users can locate and learn more about you. Let’s say someone says “car mechanic near me” or “Joe’s Auto Shop reviews”. These are two of the more common applications of voice search, and in the case of the latter, the virtual assistant being used will typically announce the average rating of the establishment and number of reviews. Make sure that your business has a strong presence on directory services like Google My Business and Yelp, not to mention thorough reputation management. Don’t fall behind on optimizing your business for voice searches!

 

Our mission is not just to build comprehensive, holistic marketing strategies for businesses in Canada and the U.S. It’s to see those businesses thrive. If you want your company to reach its full potential for growth and transformation, we can help. Call (403) 456-0072 to find out how!

Categories
Website Development

How Often Should You Refresh Your Website Design?

In the current landscape of digital marketing and web design, every company website has a shelf life. The question is, how far can a site take you before a new design is needed? There’s no single rule to apply for everyone, but these tips should help you determine when it’s time.

 

Look at Your Metrics

 

How is your company’s website doing with regards to lead generation, site engagement, and conversions? If you’re having trouble accumulating the number of new leads you’re aiming for, or if you’ve got plenty of traffic but a low rate of conversion, these are key landmarks to use when determining when to redesign your site. Even if your social media, SEO, and PPC efforts are bringing in a high volume of visitors, all that work will be for nothing if the look, functionality, and content of your company’s online headquarters doesn’t quite solidify faith in your products or services. Analytics tools are more accessible and powerful than ever, so use them!

 

Pay Attention to Current Standards

 

In addition to learning from the metrics that illustrate the effectiveness of your site, being aware of today’s standards will give you a better sense of when an overhaul is needed and what it requires. Is all of your company’s contact information plainly visible on all pages? Is your site responsive and mobile friendly? Does it match up with modern criteria for usability and readability? Are the latest SEO strategies integrated properly into both frontend and backend aspects of your site? If you’re missing any of the key ingredients that define contemporary web design for businesses, this is a strong indicator that a refresh is in order.

 

Trust the Experts

 

The secret to carrying out timely website redesigns doesn’t lie entirely within the your site itself. It is also a matter of having a strong collaborative dynamic with an experienced team of marketing and web design experts. The right people will be there for you on a consistent and reliable basis to examine your analytics, keep an eye on current standards, and apply this information exactly as often as necessary. For business owners who want to maintain a powerful, high-converting, growth-boosting website without having to exceed the limits of their company’s time and manpower, external help can be a serious lifesaver!

 

Is your website in need of a fresh and exciting new design? That isn’t the only thing the CAYK team can help you with. Our comprehensive, holistic approach to digital marketing can take the visibility and growth of your company to new heights. Call (403) 456-0072 to learn more today!

Categories
Online Marketing

Why Your Business Should Review Its Analytics and How We Can Help

No marketing strategy is complete without a sophisticated set of analytics tools. Google Analytics, for instance, is one of the most dependable and versatile resources for analyzing and revising your business’ marketing efforts. So why exactly is this such an important endeavour?

The Importance of Analytics Reviews

If you want your marketing plan to give you the ROI you need, the last thing you should do is work in the dark. Reviewing your analytics on a consistent, routine basis supplies you with the insights necessary to maintain a clear picture of your performance and sharpen your decision-making. Without this kind of maintenance, you’ll be left with little more than guesswork when you need to know how well your PPC ad campaigns are paying off, how effectively your SEO efforts are supporting your search visibility, and other vital marketing factors. Actionable data derived from analytics reviews should be at the core of your strategy.

Key Metrics

So, when you’re keeping an eye on the health of your company’s marketing strategy, what metrics should you be looking for? Conversions are a critical example. Once you’ve configured your analytics tools to look out for certain conversion goals — such as a product purchase, a newsletter subscription, or an appointment booking — you can monitor how dependably your company’s site is helping you meet those goals. Traffic sources, meanwhile, will inform you of the places that your visitors are coming from, while your landing page data will be indicative of which pages your visitors are arriving on and in what numbers.

Need a Boost?

The only thing better than a flexible, powerful toolset like Google Analytics is an experienced marketing team to help you apply it. Properly gauging and improving your performance can be highly involved work, so it’s not the best idea to dive into this in tandem with everything else involved in operating your business. In addition, the tools may provide you with the data, but using that data to shape your marketing decisions is another story altogether. Teaming up with our skilled specialists, particularly those who can guarantee consistent scheduled reviews, will empower your company to maintain the best strategy possible.

We’ve only skimmed the surface of what analytics tools are capable of. At CAYK, it’s our mission to present you with the finest marketing tools and help your business get the most out of them. Call (403) 456-0072 to learn more about how we can strengthen your marketing strategy!

Categories
Website Development

3 Hot Website Design Trends

Your website is an opportunity to encapsulate the products, services, and core identity of your business into one distinctive online space. Doing this properly often requires that you stay ahead of the curve when it comes to web design trends. What should you watch out for in 2019?

Bold, Creative Graphics

These days it’s increasingly popular to use prominent, attention-grabbing text and and large, beautiful images or even background videos, especially on home pages. Micro animations are also excellent for enhancing the experience of navigation, whether you use them for buttons, menu items, or the loading of images. Think carefully about how geometry and colour strategy can direct the eye, perhaps using the single-page format to engage and captivate your visitors from top to bottom. Infographics, meanwhile, are perfect for thoroughly conveying key messages to your audience with both precision and a visually stimulating sense of fun.

Further Focus on Mobile

The rate of mobile web search has far surpassed that of desktop devices. It’s no passing trend, so you should double down on your efforts to make the mobile version of your site as impressive and marketing-efficient as its desktop counterpart. This is one of the key reasons to pursue responsive design. Your SEO strategy is incomplete without accounting for the role of responsiveness and mobile friendliness in rankings. If you’re an ecommerce business, it’s especially important to optimize the shopping experience that your site offers for tablet and smartphone visitors. More mobile search means more mobile shopping.

Voice Search Optimization

Plenty of businesses appreciate the importance of mobile-friendly design in SEO, but one factor that many are bound to neglect in 2019 is voice search optimization. You don’t want to be one of them; Comcore has projected that up to 50% of searches will be voice searches by 2020. Whether it’s Google’s Voice Search, Apple’s Siri, Microsoft’s Cortana, or Amazon’s Alexa, the various methods for voice search are adding up to a serious transformation in the way that leads discover brands. Efforts such as keeping content concise and maximizing pagespeed can help in this department, but there’s a lot more to explore, so you’d better get started!

Few factors determine the perception of your business as significantly as your website. CAYK has the technical experience, creative skill, and knowledge of current trends to deliver a site that will help to boost your growth. Call (403) 456-0072 to learn more about what we can do for you!

Categories
Calgary Marketing News

A New Way to Book Appointments: Calendly

Meetings, appointments, phone calls, interviews, presentations, you name it. Running a business without efficient scheduling is simply not an option. There are more scheduling apps out there today than ever, but we’d like to show you one that’s especially practical and powerful.

How Does Calendly Work?

The core function of Calendly is pretty simple. First, you set your availability and scheduling preferences. It then allows you to send a link to whoever you want to schedule with so that they can confirm a date and time based on the information you provided. Upon confirmation, the arrangement is added to your calendar. It’s designed to prevent double-bookings and conflicts, in addition to many other functions that optimize scheduling efficiency. Calendly is offered as a free Basic version or paid Premium and Pro versions. Depending on which one you subscribe to, you’ll get different degrees of versatility from its feature set.

Integration & Compatibility

In addition to its simplicity, Calendly is known for its powerful and practical integration features. It works perfectly in conjunction with Google, Office 365, and Outlook, and with the Pro version you get integration with Salesforce, Stripe, and PayPal. Compatibility is also notable when considering Calendly. Whether you’re using a desktop computer or a mobile device, it’s designed to function on multiple device types. Fortunately, the people you send your invitation links to won’t need to be subscribed to Calendly, ensuring usability for everyone you schedule with. You can even embed it into your website to provide instant access for your visitors.

User Interface

No matter how powerful or sophisticated it is under the hood, a piece of software needs a sharp and usable interface. This can make or break its success as a tool. Fortunately, Calendly is beautifully and ingeniously designed. Its user-friendliness is impressive considering the flexibility and range of features it offers. As mentioned above, the interface works just as well on a smartphone or tablet as it does on a desktop computer. This is a must-have feature for any professional or business owner who needs a practical scheduling solution without having to be at their desk. If it sounds like a tool you’ve been needing, give it a try!

It’s essential to build efficient working relationships with your clients, colleagues, and partners. Of course, you’ll also need to compliment that efficiency with a great marketing plan! Call CAYK today at (403) 456-0072 to find out what other excellent tools and strategies are waiting for you.

Categories
Content

Professionally Written Content in Your Digital Marketing Strategy

Effective digital marketing strategies encompass many things: mobile-friendly design, websites optimized for speed, a strong social media presence, and more. However, none of these would be possible without regularly posted, professionally written content. Content is the backbone of digital marketing strategies because it enables businesses to reinforce their keyword inclusion, remind search engines of their relevance, and build a community of consumers and brand advocates.

Keyword and keyphrase inclusion used to be the simple process of filling a website with as many repetitive phrases as possible. However, search engines quickly adapted, and now businesses must find new ways to include these terms organically. Having a digital marketing agency on your side can be a great help in this regard, as they have a staff of writers trained to tie in keywords and phrases naturally. As well, the more writers work with the same clients, the better able they are to craft a tone that reflects the company’s core values and beliefs, while promoting their superior products and services.

As websites begin to post regular content a strong online community grows and becomes an essential part of maintaining strong brand recognition. Having customers move into brand advocate roles helps a company’s reputation flourish; not just by word of mouth, but also through the many benefits of positive online reviews. As the community grows a good digital marketing strategy can leverage this skillfully and begin to suggest loyalty incentives, holiday events, and more. Eventually a positive cycle begins; with new content being posted and shared within the community creating a positive backlinking profile which, along with many other factors, helps websites climb up the rankings on search engines.

Search engine optimization is responsible for a number of the other factors that help determine a website’s relevance. When a website has lots of content relevant to their business, it becomes better for search engines to recommend them.This is because search engine algorithms are designed to show the websites with the most information so users don’t have to try multiple results to get their information, and when paired with modern website design, professionally written content boosts search engine optimization by presenting regular opportunities to improve your keyword count, geotargeting count, and more.

These are just some of the reasons the phrase “content is king” gets used so often. It increases your chances of climbing higher in search results, strengthens your search engine optimization strategy, and reinforces your social media accounts. Having professional writers available to create and edit specifically targeted articles makes the process of creating regular content simple and easy. Thankfully, digital marketing agencies are well-versed in this process, and provide a format that works for businesses of all sizes. Contact CAYK Marketing to learn more about the value of written content!