A Twitter Tale Or Two – My Social Experiment!

February 5th, 2010

We have all seen the array of statistics which shows that Australian consumers have social media fever. The most recent statistic proving our true obsession with social media shows that the average Australian spends more than 7 hours on social media sites (Dec 09).

But it seems that social fever is yet to spread across the corporate world. Many Australian organisations are yet to embrace it or at a basic level even secure their brand name in the social arena with a recent study revealing only 40% of Australia’s top 20 brands have a Twitter account.

So whilst having a Twitter account isn’t the only true indicator that an organisation is actively getting involved in social media it did make me wonder if major organisations operating in Australia are listening to what consumers have to say about them in the social space and if they are doing something about it.

Research shows that Australian consumers want organisations to communicate with them through social media outlets such as Twitter, YouTube and Facebook. In fact, 60% of those surveyed by RightNow said that if they posted a negative comment about an organisation on a social networking site, they would welcome contact from the organisation to try and resolve the issue. 66% also said they’d be happy for an organisation to contact them following a positive comment post.

So as Australian consumers want interaction and many consumers are spending a significant amount of time in the social space, I conducted a “social experiment” - 5 complaints/ pieces of feedback posted, for 5 big brands over 2 weeks on Twitter. As I have 750 followers on Twitter, and my Twitter account is connected to my LinkedIn account, according to social experts I would have some level of authority and given this I could spread some bad PR quite quickly. My normal nature is not to place negative comments online however in the name of research I thought it was worth a go (so sorry if you had to hear me rant and rave.) But did any of them care?

# commbank ;This would have to be my favourite complaint. I have to go in to the branch to set up my net banking. This was met with frustration from me but the not so lovely person on the other end of the line made me even more irritable as they served up some bad customer service. Any response from commbank? Not likely but had some discussions with a fellow twitterer who kept the conversation alive. So someone is listening to my rant.

#portmans; A bit of feedback for their in-store service seemed to fall on deaf ears. Unfortunate given that I have found some nice additions to my wardrobe recently – just a shame the service experience was lacking.

#bunnings; A lack of availability for furniture items caused a few post Xmas & pre-Australia day frustrations met by little response. Even some contact to find out what I was looking for and to help me track down the item would have been appreciated – but instead I trekked across Melbourne to hunt them down.

#redenergy; I do have a soft spot for these guys and by the end I was running out of things to complain about. The promise of a rewards card on sign up was exciting only to leave me wondering when in fact that card will come in the mail. Still none the wiser after complaining on
Twitter.

#ikea; 2 trips to the superstore in Richmond in 1 week left me pondering how much better the experience would be if I could find a customer service representative on the floor when I need one. My complaint regarding the lack of staff on the floor was also left unanswered.

So what does this teach us and why should your company care?

Firstly there is probably a lot to be learnt online through our customers. Take some time to see if people are talking about your brand and try to turn a bad experience into a good one.

Secondly there is a lot of talk by many companies and little action. The opportunity to differentiate your service offering before others could put you in a healthy position against your competitors.

Lastly, Google has integrated social media results into search. It is still only early days and much more innovation is to come in this area – BUT if I want to ensure that my brand is being accurately represented I would like be ensuring that 2 sides of the conversation are appearing in search results – not just leaving Google to serve up the unanswered cries of a powerful generation of customers.

© Digital Marketing Lab Blog

Written By: Teresa Sperti

Share and Enjoy:
  • Digg
  • Sphinn
  • del.icio.us
  • Facebook
  • Mixx
  • Google
  • LinkedIn
  • MySpace
  • YahooMyWeb
  • TwitThis
  • StumbleUpon
  • Technorati
  • Reddit
  • Yahoo! Buzz

Taking Advantage Of Paid Search For Mobile

February 1st, 2010

Building a mobile site does not guarantee visitors will flood your site. Like any website, a mobile site requires a strong marketing strategy to draw users in. And it seems that one of the most popular online marketing tools in Australia – paid search – provides a lucrative opportunity for mobile marketers.

Globally it seems that whilst paid search represents a tiny portion of the total search market it is one that is showing rapid growth. This lack of share is partly attributed to the current low levels of market saturation meaning that those who enter early may benefit from lower than normal CPCs.

Is It Worthwhile To Invest in Paid Search in Australia?
With paid search commanding such a small piece of the paid search pie does it justify the effort to invest time and resources into maintaining a mobile paid search campaign? Statistics on mobile search in Australia are difficult to come by. Thus to illustrate the type of volume searches particular categories are attracting I have used the Google mobile keyword tool. The keywords utilised are taken from 4 key segments – jobs, real estate, holidays and entertainment.

What is interesting to see but not surprising is that those within the entertainment category such as movies and dining have a much larger ratio of searches on mobile to desktop. This is because users on the move are actively seeking information to make quick decisions about “where to next”. However other categories such as real estate still show promise not in terms of ratio’s but in overall volumes that users are searching via their mobile phone.

Setting Up A Campaign – What You Need To Know
Setting up a paid search mobile campaign is much like setting up a campaign for paid search on a desktop with a few key differences;
1) Ad Length; WAP text ads are much shorter in nature – with only 2 lines of text with a maximum of 18 characters for each. Display URLs can only be a maximum of 20 characters
2) Call To Action; Mobile ads can display a click to call button at the end of the ad instead of a display URL. In these instances the advertiser pays when a user clicks to call.
3) Carrier Targeting Options; In Australia like the US advertisers can choose to target ads to users on specific carrier networks ie Optus Mobile, Telstra etc.

What’s Coming
As always simple search advertising is just the beginning for Google. If we look further afield to the US, there are several interesting developments that will hopefully hit our shores;

1) Application Targeting; With the phenomenal growth of applications for mobiles it is no wonder that Google has begun to offer app targeting in the US. Similar to the growth of video, Google has pounced on this opportunity to provide widespread distribution of ads within applications.


2) Handset Targeting; In the US, Google has also started to offer mobile device targeting options. Thus if you only want your advertising to be shown on an iPhone you can do so. This enables marketers to have the flexibility to drive users to their mobile sites on devices that are compatible. Read more on this here

Perhaps however the most interesting developments are yet to come. In a recent interview Eric Schmidt alluded to the fact that Google has much more up their sleeve in this arena when he stated “serious growth in mobile advertising will take time. It’s probably the case that the real impact on mobile advertising will come from products that aren’t yet built,”

© Digital Marketing Lab Blog

Written By: Teresa Sperti

Share and Enjoy:
  • Digg
  • Sphinn
  • del.icio.us
  • Facebook
  • Mixx
  • Google
  • LinkedIn
  • MySpace
  • YahooMyWeb
  • TwitThis
  • StumbleUpon
  • Technorati
  • Reddit
  • Yahoo! Buzz

6 Ways To Breathe Life Back Into Your Paid Search Campaign

January 26th, 2010

Paid search now represents over 50% of online advertising in Australia, and continues to grow. Despite it being a cost effective marketing tool, marketers need to drive paid search harder than ever before to combat rising costs associated with keyword inflation. This article exposes some of the major areas that are often under-utilised with paid search.

1. Analytics;
Too much time is spent in the AdWords interface / and bid management tools and a lack of time is spent in analytics. Refining a campaign on the basis of the your paid search interface is like making a pizza without the dough – it is sloppy and is missing the vital ingredient to make it a success.

2. Ad Text;
So often marketers forget to modify the ad text or ad groups are too large resulting in untargeted ad text. Clive Peeters for instance has a current sale on with 25% off selected fridges, however when I search for a fridge the Clive Peeters ad doesn’t tell me this! Marketers spend a lot of time to devise messages for glossy ads whilst significant paid search spend is being spent without enough focus on the key message to drive results.

3. Yahoo Search Marketing;
As Yahoo search marketing powers paid search on Bing, it represents approximately 1 in 10 searches in Australia. With significantly less advertisers on their network, it provides an opportunity to drive traffic at a lower cost and provide reach to consumers that you may not be currently attracting to your site.

4. Impression Share;
Whilst conversions and engagement should be your ultimate goals – brand marketers cannot ignore the importance of increasing share of voice within SERPs to reinforce a brand in the market. As many campaigns target broad keywords, it often means impression share can run at low levels, meaning consumers may only be exposed to your brand 10 – 20% of the time that people are searching for relevant queries. Using the Google reporting tool, set some impression share targets to reach – and look for ways to refine the campaign to achieve them ie expanding your negative keyword list, pausing keywords which drive very low click through rates both of which help improve a campaigns performance anyway.

5. Competitors Campaigns;
Is your competitor running a special offer that could be driving new search queries. Consumers often can recall the offer but not necessarily the brand name. Monitor competitor marketing activities and piggy back off some of their media exposure and campaigns by targeting relevant queries related to their latest campaign.

6. News-Worthy Content & Issues;
Topical issues are now driving much search activity on social sites and the internet and thus SEOs are focussing on this area heavily. However paid search is more agile and targeting keywords based on topical issues could be considered as a technique to drive traffic to content onsite which covers the latest relevant topics.

© Digital Marketing Lab Blog

Written By: Teresa Sperti

Share and Enjoy:
  • Digg
  • Sphinn
  • del.icio.us
  • Facebook
  • Mixx
  • Google
  • LinkedIn
  • MySpace
  • YahooMyWeb
  • TwitThis
  • StumbleUpon
  • Technorati
  • Reddit
  • Yahoo! Buzz

6 DONTs For Mobile Site Development

January 19th, 2010

According to Morgan Stanley, the mobile internet is expected to be twice the size of the desktop internet within the next 5 years and all because of 5 major forces including 3G + social networking + video + VoIP + impressive mobile devices.
In the local market mobile internet usage is growing fast. In fact according to the AIMIA general web browsing via a mobile is on the rise, with 21 per cent of respondents visiting websites from their mobile phones at least once a day.
The level of usage has meant in many respects, that Australian companies are behind the times. Organisations are waiting for the year of the mobile, however with 1 in 5 users browsing daily the time has come to get serious about mobile strategy.

As the site is core to any mobile strategy, this article explores the 6 DONT’s to help you to deliver a successful and usable mobile site.

1. Don’t just mirror your existing site
Building a mobile site is not just about replicating your mobile presence to be suitable for a mobile device. Users will of course be looking to perform core functions that they can do on your site via a desktop however planning a mobile site should begin with defining a user’s needs on the move. By doing so organisations are more likely to provide consumers with a useful mobile experience that meets their audience’s needs.

2: Don’t assume consumers will remember your mobile web address
Despite the fact that mobile is a different challenge for marketers, consumers don’t differentiate between the desktop and the mobile. In the consumers eyes your site is your site and if they want to access this via their phone they will use the same web address that they use to access your site via a desktop. Thus it is important that your site adopts detection software to automatically display your mobile platform when a user is accessing your site from a mobile device rather than try to teach consumers that they need to access your site via m.yoursite or yoursite.com.au/mobile.

3. Don’t just build for iPhone
Many marketers make the mistake of assuming that building a mobile site fit for iPhone is enough. Whilst mobile internet penetration is high on the iPhone, it is not the only device that your audience is potentially using.

4. Don’t engage a traditional web development company
There are so many challenges with mobile; lots of different handsets, many operating systems, and numerous browser types, which makes the process of site development vary different to web design for PCs. Many web development companies are looking to expand into the mobile space, however they do not have enough knowledge of the complexities to be able to build an effective mobile site.

5. Don’t overcomplicate your site
Manoeuvring a mobile site can be tough even on an iPhone. When developing your mobile site, consider the complexities a user is contending with - small screens and small (most often non-QWERTY) keyboards are just the beginning. Also consider that different mobile devices use different keys and functions for navigate. All of these variables make designing a site for mobile very different to a desktop. Thus keep your site simple!

6. Don’t wait
As the economy is back on track, your competitors will make a move in this space. By being first to market your organisation may be able to capture a greater portion of the mobile internet traffic than your competitor.

Got any other tips to help marketers build an effective mobile site? Please share them below

© Digital Marketing Lab Blog

Written By: Teresa Sperti

Share and Enjoy:
  • Digg
  • Sphinn
  • del.icio.us
  • Facebook
  • Mixx
  • Google
  • LinkedIn
  • MySpace
  • YahooMyWeb
  • TwitThis
  • StumbleUpon
  • Technorati
  • Reddit
  • Yahoo! Buzz