b2b customer engagement
DESCRIPTION
Discover top tips for creating online engagement using video, whitepapers and thought leadershipTRANSCRIPT
Creating customer engagement using relevant content
Shane Redding
Cyance
In this session
• What do you do now?
• What do your prospects and customers want?
• 5 Top Tips
• 3 mini case studies
Do you stand out from the crowd?
Top Tips
1. Remember its all about THEM not you! i.e. Research for Relevance
• industry
• where in the buying cycle
• & PERSONAL needs/wants/emotions
so can you feed their…
Needs/wants/emotions?
Use great copywriting skills for compelling content = What’s in it for me?
– Safety– Ease– Greed– Power– Ego
Pay for excellent copywriting! See
www.copywritingthatsells.com
Top Tips
2. Match Content to their journey with you• Audit – do you do this or are they
stuck in a vicious cycle?• As they move closer to you can offer
more about you (products/services)• Remember customer content is king
(case studies, endorsements, brand ambassadors)
Top Tips
3. The vehicle enhances the message• Want to appear innovative – then use new media
appropriate to your Target e.g. www.cyancecensus.com
• YouTube now 2nd main search tool after Google for b2b
• but beware some CIO will block access to video• Video must be produced to high quality• Set up your own You Tube Channel
Top Tips
4. 3 R’s: Reformat, Recycle, Reuse• Will save you £££s• Provides consistency – stay on brand,
deliver what you promise• What have you already got? Start with
content audit: marketing, sales, logistics, PR, partners
• Create a searchable content library
Some ideas: Reuse
Use past media coverage for content in lead nurturing emails – make sure its relevant
• If a prospect has enquired about a product and it’s recently won an award send “why we won and you could be a winner too”
• Reuse executive interviews, or media presentations using industry leadership to people who have registered for those topics
• Signpost clearly using social mediaYou will increase open rates and conversions
Some ideas: Repurpose
Just how much exec time is spent creating slide presentations that have a one off life?
• Have a strategy for repurposing content delivered in person e.g. put on slideshare.net, load to website, use rich media, create podcast or video, promote with social media
• You can piggy back both your customers brands as well as other endorsements
• Case Study: Earnest
Case Study: Earnest – Vital statistics for b2b marketers
How to stand out as a new and unknown b2b agency?
• Already researching social media to better understand their market and use for clients
• Existing blog not getting much traction
Earnest – Vital statistics for b2b marketers
Objectives:
• Raise Earnests profile
• Use video to showreel strategic and creative prowess
• Optimise online presence
• And .. generate new business
Earnest – Vital statistics for b2b marketers
Targets:
• 1000 videos in 6 weeks
• 30% increase in twitter
• 20% increase in av weekly website visits
• 20% increase in inbound links
• 2 new business opportunities
The Video
http://www.youtube.com/watch?v=nXQdy-22TXM
http://earnestagency.wordpress.com/2010/09/14/vital-statistics-for-b2b-marketers-%E2%80%93-the-case-study/
The Results• 13,860 views to date!• 50 new YouTube channel subscribers• 110 mentions on Twitter• 220% increase in weekly visits to Earnest blog• 30% increase in weekly website visits to their corporate site:
http://www.earnest-agency.com• Inbound links to blog up 125%• Over 25 blog posts by respected commentators covering the video• Significant improvement in natural search performance (e.g. always
top 3 in organic search results for ‘b2b statistics’)• 3 new business opportunities (including US Fortune 500 tech
company – just waiting for a PO number before we kick the work off!)
• Video is now being used as course material at Rutger University mini-MBA programme on Social Media in the US
Some ideas: Reuse
Testimonials are like gold – difficult to dig out but SO valuable (people trust people, now more so than ever)
• Use them in your content at the right time in the buying cycle, can be the tipping point
• Engineer content from client events – short to camera pieces
• Create microsite with video testimonials, use in linked emails
• Can repurpose in offline ads
Some ideas: recreate
• Turn boring into fun
• Product demos are idealhttp://www.rm.com/_RMVirtual/Media/AudioVisual/RM_Mobile_ONE_tests_low.wmv
Some ideas: Recycle
Take standard content and top and tail with customised content for different vertical sectors
• Testimonial (written or voice)• Expert opinion (benchmarking/ surveys)• Key takeaways as audio summary• Respected media partner (content/distribution)
Does it work? Management consultant BearingPoint• Tripled conversion rates adding podcast to white paper• 18% of listeners downloaded more than one podcast• Better qualified leads
Top Tips
5. Maximise your Lead capture• Information exchange culture• Build up data collection as prospect goes through
lead nurturing cycle – so they will see benefit• Create download (knowledge) centres• Set up permission centres• Use advanced lead tracking tools such as
www.webforensics.co.uk to identify companies who didn’t complete a registration form (can populate directly into salesforce with a lead score)
Setting up a knowledge centre
• Requires long term commitment – (2 year min) budget and resource
• Excellent processes supported by robust technology (ideally integrated CMS, CRM database, web analytics and conditional content Email)
• Why do it?
Cushman and Wakefield
• Leading international commercial property developer
• Highly competitive market• Little/no knowledge of complex DMU
outside of sales people• Sales Cycles of 5 years + with million £
deals• Had invested in new technology
What they did
• Decided to target 2 key audiences: journalists, and existing clients
• Strategic Objective: position Cushman and Wakefield as the industry thought leader globally
• Tactical: capture data on customers and prospects through launch of a knowledge centre
• Challenge – info was previously freely available with no need to register
The results
• Launched in 2007, month 1 generated 6,701 new registrations
• Database today stands at over 35,000 (larger than vertical media owner!)
• 75% opt in to emails• 86% increase in doc downloads• Full case study
http://www.concepglobal.com/case-studies/property
Permissions
• Try and think about it from your prospects point of view (Seth Godwin) www.permission.com
• Microsite where prospects/customers manage what they want from you: topic, media, frequency
• Make sure you are on brand in tone of voice in your privacy statement
• http://www.davechaffey.com/E-marketing-Insights/E-mail-marketing/E-permission-marketing
Selection of clients
© Cyance Limited 2011