Brand communities are not new. From the Girl Scouts in the 1910s to the emergence of Tupperware parties in the 1950s, passionate followers of brands have found ways to interact years before the internet.
Now in the digital age, online communities are the ultimate destination to get the deepest engagement from customers.
Despite the positive impact on cost savings, sales, and customer satisfaction, online communities have been one of the biggest secrets in digital. However, that’s now changed as we’ve reached a digital tipping point.
In fact, 46% of offline sales will be influenced by digital by 2021 (Forrester). And by the end of 2018, 65% of support interactions will be digital (IDC).
If you have a community, do you know if your community is high performing? Read our new handbook to find out how to get the most out of your online community.
This handbook focuses on the value of high performing communities and the benefits to brands at every stage of a digital customer’s lifecycle.
Download it here today.
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Are my customers happy? It’s a simple question that every CEO, executive, business owner asks at least once a day. They ask because when customers are happy we know they recommend to family and friends more, buy more and are more loyal– right?
Well, the answer is yes, because that concept has always been true in business. It just has.
But, at Lithium, we wanted to dive deeper into that reality and find out what a ‘happy customer’ really means to a brand and their bottom-line.
So, we commissioned a study with Harris Poll of more than 3,000 adults in the US and UK to find out the true value of a ’happy customer.’
And what better occasion to announce the findings than on #InternationalDayOfHappiness!
Today, we’re ‘happy’ to share the results:
In the U.S., happy customers are willing to spend 33% of their disposable income every month with a brand they love—that averages to about $100 per consumer. [CLICK TO TWEET]
In the U.K., happy customers are willing to spend 25% of their disposable income every month with a brand they love—that averages to about £50 per consumer. [CLICK TO TWEET]
What does that mean? In the US, that’s around $31 billion up for grabs every month to brands who make their customers happy.
The study also found:
73% of adults will spend more on a product from a brand they love versus a brand they do not.
55% of adults admit they place more value on a positive experience with a brand than on the product purchased.
83% said they would stop using a brand after one bad experience.
9 out of 10 adults (87%) agree that they would look elsewhere if a brand made them unhappy in any way.
About one-third of adults (31%) say they are likely to spend more on products and services from a brand that shares entertaining and engaging content with them via social media.
We know making (and keeping) ‘happy customers’ is no easy feat. So, dive even deeper and read our new whitepaper: The Path to Happy Customers at http://lith.tc/happiness for best practices and tips.
If you want a snapshot of the study, download our infographic here.
And check out what people on the street had to say- watch the video here.
Finally, tell us your tips on how you keep your customers happy in the comments below and/or tweet @LithiumTech #HappyDay.
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Did you know: Creating content is one of the most time-intensive tasks for social media teams? In fact, SocialFresh asked social teams what percentage of their day is spent on content development and they said “content development was the number one answer, taking up 18.5% of social media teams’ time and resources.”
When you think about that – 18% is a big chunk of a day’s time on just creating content. Especially, when that doesn’t include campaign planning, publishing, syndication and monitoring. Just take a look at everything else a social media manager does in our “A Day in the Life of a Social Media Manager” post about our very own @JaniceK.
That said, as social marketers, we’re also looking for easy ways to streamline our day’s activities. Well, we’re here to help with that endeavor!
We compiled 4 “must-have” one-sheets to make your workday easier and more effective.
Listen up as you will want to download and print these 4 tip sheets today:
Tip sheet #1: Top 25 Most Influential Social Media Experts
Tip sheet #2: The Ultimate Guide to Social Image Sizes
Tip sheet #3: #Holiday Content Calendar
Tip sheet #4: When to Post on Social Networks
You’re probably asking: “how can these sheets help me with content creation?” Well, with:
Tip sheet #1 - you can now follow the top 25 influential social media experts for content ideas and inspiration
Tip sheet #2 - you can now create awesome images hassle free to accompany your content
Tip sheet #3 - you now know all big hashtag holidays and plan (#NationalPotatoChipDay is on March 14)
Tip sheet #4 – you can now optimize the time/day of each post for increased engagement
Long story short, you won't regret downloading our 4-pack.
And, please do let us know your best tips to streamline social media management in the comments.
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What do you get when you put 50+ digital marketers in a room? Well, you get a lot of energy, charisma and passion- that’s for sure. But, most importantly, you get deep discussions on the latest digital marketing challenges, trends, and best practices.
A few weeks ago, Masterclassing hosted an event in SF where Lithium joined in on the fun. We got to learn and hear from brands such as Kimpton, Uber, Gap, Wells Fargo and PG&E, to name a few of the brands that attended. SIDE NOTE: Masterclassing offers senior marketing workshops and, in 2017, they plan to host about 150 events (in 30 cities within 12 countries on four continents around the world). Check out their event calendar here.
So, what did we learn? Here are three key learnings (with resources!) from the event.
Influencer Marketing – It’s still a hot topic! Digital marketers are so curious on how to take advantage of this trend and what the true benefits are. There were a ton of questions, such as: Does it really work? What are the benefits for my customers? Is it hard to execute? As you know, Klout was one of the pioneering brands in influencer marketing; we use the same best practices today. Just check out ‘The future is being the connector, not the creator’ blog and ‘The Impact of Identifying and Measuring Influencers in Marketing’ whitepaper to learn how to identify and engage influencers in your digital marketing efforts.
Content, Content & More Content - From user generated content (UGC), to customer reviews to the content brands publish every day- how do you manage it all in this digital world? And how do you make sure you’re delivering the right content, to the right audience at the right moment? Content challenges are as old as digital marketing itself. So, to help our digital marketers, we have a few resources to help navigate these challenges. Check out our whitepaper: ‘Now You See Me: A Guide to Leveraging Visual UGC’ and a blog recap from a panel discussion: The Top 4 UGC Takeaways from our Panel with Twitter and Medium to help digital marketers combat their latest content challenges.
Reputation Management on Social – We also heard a lot about brand reputation on social. A few brands asked “how to manage the multiple stakeholders who want to approve all social content?” Others inquired: how do I keep our brand voice in tack? What if I can’t respond fast enough on social? What if my tweet angers a customer? What content do I publish to entertain, educate and engage my followers? This is a meaty topic to say the least. The easiest way to tackle it is to take it step-by-step. Start with reading our: 4 Tips to Increase Social Media Engagement and 10 Best Practices in Social Media Marketing. Then, check out 8 Social Customer Service Fails You Can’t Afford to Make to make sure you don’t make those same mistakes. Lastly, end with getting yourself social-ready in 2017 with 5 Social Media Management Boosts You Need in 2017.
As you can see, lots of great chatter at this event. To keep up with where we are next, visit our Global Event calendar and we hope to see you at the next one!
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