The Crocodile – big appetite for B2B marketing

Archive for the ‘Social media’ Category

Croc wins award for social ROI

Last week The Crocodile beat Manchester United at the Emirates Stadium in a result that reads more like a fantasy football update than a B2B marketing blog post.

The agency had five entries shortlisted in the 2013 Social Buzz Awards and won in the Largest ROI category, beating consumer heavyweights including Sony, Manchester United and Bud Light.

The Crocodile also received a Highly Commended runner up nod in the Best B2B Sector Social Media Strategy category. Both results were for our work with Ellisons, one of the UK’s leading suppliers to the professional hair and beauty industry.

The Crocodile was appointed by Ellisons to grow its social media audience, increase referral traffic, support a core business objective of growing online business by 20% in 2013, and drive awareness around the benefits of a new mobile website

Highlights of the project included the use of four social channels, a series of competitions to promote the benefits of shopping via the mobile website, a bespoke Instagram gallery for Facebook to encourage mobile user-generated content, and a highly targeted Facebook advertising campaign.

Results included a 73% increase in social referral traffic, a 255% increase in Facebook fans and a 526% return on marketing spend.

Our work with Ellisons to grow online business was the only B2B nomination in the Largest ROI category. We also had the only B2B nomination in the Low Budget category for our work with Nectar Business. While the opportunities for brand awareness and audience penetration have convinced most B2B marketers that social media is worth their time and effort, many are still struggling to calculate the return.

The Crocodile has devised an effective campaign framework for social media that includes social listening, audience build, content management, and lead nurture and is currently working with clients including Equinix, KPMG, Nectar Business, and EMC to put the buzz in B2B social. We look forward to showcasing this work in next year’s Social Buzz Awards!

A full list of the 2013 Social Buzz Awards results is available here: http://www.thedrum.com/award/social-buzz-awards/winners/2013

How to create leads on Twitter

Twitter is all about relationship building. It’s important to spend time cultivating a community of people who are interested in your knowledge and expertise, and who will share your information with people outside your immediate network, extending your reach across the social web.

One of biggest mistakes B2B companies make on Twitter is failing to follow anyone other than perhaps a few journalists and colleagues. For a social media strategy to succeed you have to put time and effort into building your follower base. On Twitter you do this by proactively seeking out and engaging with people who are likely to be interested in your products or services.

If your competitors are on Twitter, have a look at who their followers are. Do the same with any trade press or high profile industry figures. Chances are many of the people following these accounts will be interested to discover you’re on Twitter.

It’s completely normal in Twitter culture to follow people you’ve never met before. The act of following someone is the Twitter equivalent of introducing yourself. If they’re interested in finding out more or getting to know you better they will follow you back, which could be the start of a rewarding relationship for both parties.

If someone doesn’t follow you back chances are they are not currently interested in what you have to offer. People will make a judgment based on your ratio of followers to the number of people you follow so it’s important to keep an eye on this. Following a disproportionately higher number of people than your number of followers can present a bad image and you might find it hard getting new followers.

In B2B, a ratio of 1:1 shows you are listening and being listened to, meaning you will be perceived as trustworthy. Having more followers than the number you’re following means you will be perceived as influential and a leader in your market.

When someone new follows you, take some time to look at who they are and try to gauge where their interest in you might come from. If they look like a possible lead, follow them back, say hello and thank them for following. It is ‘social’ marketing after all.

If you spend time and effort targeting the right people you will quickly grow your network. The connections you make will determine the strength of your community and ultimately what you will – or won’t – get out of Twitter, so it’s important to focus on getting this right. There are no shortcuts but there are tools that can help streamline the process.

The Crocodile has a strong track record in building Twitter communities. We’ve achieved over 12,000 followers for Nectar Business, 3,000 for the KPMG High Growth Technology team (in just five months), almost 100,000 followers for delicious. magazine and our client 3Dconnexion just broke the 20,000 mark.

If you need help getting your Twitter account to a point where it can start to have a real impact on inbound marketing and lead nurture, contact us here.

Five Social Buzz nods for The Croc

The Crocodile has had five of six entries shortlisted in the 2013 Social Buzz Awards, which is a great result for the social media team and everyone in the agency who’s been part of the shortlisted campaigns.

The Crocodile received two nominations in the Best B2B Sector Social Media Strategy category and one each in Best Low Budget, Largest ROI and Best use of Twitter. That’s now eight award nominations for The Croc across Social Buzz Awards and B2B Marketing Awards this year.

Notably The Crocodile has the only B2B nominations in the Largest ROI and Best Low Budget categories of the Social Buzz Awards. While more and more B2B marketers are discovering they can engage with huge numbers of customers and prospects through social media there are still relatively few examples of successful campaigns out there.

Last year we won Best SME-Targeted at the B2B Marketing Awards for ‘Transition to Social’ on behalf of our client Ellisons. Our nominations for Ellisons in the Best B2B Sector Social Media Strategy and Largest ROI categories of the Social Buzz Awards show how we’ve helped Ellisons to build on that early success and turn social into a vital new revenue-generating channel.

Across all categories we’re up against some heavy hitters from the B2C world but we’re keeping everything crossed for the November ceremony. Well done and thank you to our clients Ellisons, Nectar Business and delicious. magazine.

Social Buzz Awards 2013 nominations

Best B2B Sector Social Media Strategy / Campaign category
Ellisons
Nectar Business

Best Low Budget
Nectar Business

Largest ROI
Ellisons

Best use of Twitter
delicious. magazine

Full list of nominations available here: http://www.socialbuzzawards.com/nominations

The social CEO

Reporting on the Social Media Week panel debate at Bloomberg London about ‘the social CEO’ seemed an appropriate follow up to my Are you (anti-) social? post. The CEOs we heard from were all advocates of social media and its role in driving the transformation from traditional to digital business.

The panel

• Tim Weller (@wellertimothy), CEO, Incisive Media,
• Jane Wilson (@thatwilsonwoman), CEO, Chartered Institute of Public Relations
• Ian Shepherd (@IanAShepherd), Co-Founder and CEO, Crowdsource Ltd (formerly CEO, Game Group PLC)
• Julie Meyer (@JulieMarieMeyer), Founder and Chief Executive, Ariadne Capital

What struck me about the panel was a shared desire to be perceived on social media not as early adopters or gurus but as real people representing themselves, whilst also representing the views and values of the businesses they lead. Authenticity is an imperative.

It was the view of all panellists that social media is a chance for direct, front-line communication with customers, staff and stakeholders. This puts an interesting spin on the idea that most CEOs are too busy running the business to get involved in social media. Too busy to talk to staff and customers?

Another barrier to getting involved with social media is the embarrassment factor. The panel appeared to have long since stopped worrying about making fools of themselves. They were however quick to point out there’s no talk of what they ate for lunch or their off-springs’ potty training antics on their social profiles; just genuine insight into real business issues and, in Tim Weller’s case at least, the odd comment about cricket.

Julie Meyer put forward the opinion that social media are just tools that facilitate productivity, like laptops and mobile phones. The key is in understanding how to use the tools we have at our disposal to achieve desired business outcomes. If that means soaking up the social know-how of your 17-year old apprentice, so be it.

Panel members offered examples of where active participation on social media has delivered benefits. Jane Wilson used social networks alongside traditional marketing channels as crisis management tools when sensitive CIPR data was left on a train. The company’s proactive approach was widely appreciated by CIPR members, earning them respect that outweighed any criticism.

Ian Shepherd was humbled by the supportive messages he received on Twitter when Game Group went into administration. Having communicated openly with staff and the public throughout the difficult period, he was met with empathy and treated as a person first and foremost by media, employees and the public.

Tim Weller turned to Twitter to publicise the fact that he’d been “stitched-up” by a well-known journalist, to ensure that readers could form their own opinions on the article. Weller also highlighted the value of using social tools like Yamma to breakdown silos within the business and nurture collaboration.

Overall the panel agreed that the main benefit of social media is that it allows each of them to be an ambassador for their business and to be seen publically to be leading. In response to the question of why CEOs should use social media, Ian Shepherd responded: “Why would you miss an opportunity to speak directly to your stakeholders and prospects?”

In 10 years’ time it will no doubt be laughable that we even assembled at Social Media Week to discuss the value of social media to business leaders. If you’re still not convinced, follow the panel on Twitter and see how they do it.

Some tips from the panel (and The Crocodile):

• Learn by doing
• Be authentic
• Use your own tone of voice (don’t hide behind corporate language)
• Be relevant
• Have an open door policy with employees, media etc.
• Be open
• Respond in a timely manner
• Be brave

Helping loyalty go local

The Crocodile is proud to be working with Nectar as they bring the largest loyalty programme in the UK even closer to Nectar collectors – in local shops and businesses. Nectar points can now be collected using the same Nectar card and account, making it quicker and easier than ever for collectors to enjoy great rewards.

Nectar appointed The Crocodile to produce all business-facing assets, such as point of sale and in-store displays, as well as the main go-to-market creative concept ‘Pop in for points’. The Crocodile also developed the integrated consumer-facing launch campaign, incorporating highly targeted DM, outdoor posters, print and display ads, email and e-newsletters.

Speaking to Marketing Week, James Frost, Nectar marketing director, said: “[Nectar Local] brings Nectar right to people’s doorsteps and gives local businesses the power of a national loyalty programme. It also continues our mission to allow people to collect points at more and more places.”

The Nectar Local pilot runs in Portsmouth from 4 November until May 2014 and will then be rolled out across the country.

More information on Nectar Local is available here.

Are you (anti-) social?

A recent article by brand consultant and entrepreneur, Gary Vaynerchuk, described B2B social media as “an incredible gateway to create a relationship that can lead to conversion” and “the modern evolution of a cold call”, but proving its value to the wider organisation is often a hurdle to businesses adopting a truly integrated social strategy. Admittedly in B2B, the added value of a single Facebook like, a retweet on Twitter or a Pinterest pin can be hard to quantify but let’s open our minds and consider the bigger picture.

In 2012, the UK had the second highest proportion of social networkers in the EU, according to the Office of National Statistics, and this networking undoubtedly blurs the lines between personal and professional. Harnessing individuals’ online presence as employees of your organisation is as important as your business itself being well represented. The benefits are long-term, and by that we mean revenue. (A US study The Impact of Social Media on Sales Quota and Corporate Revenue, reported by Mark Fidelman on Forbes.com, revealed 78% of salespeople using social media outsold their peers between 2010 and 2012.)

The business
Company pages on Facebook, Twitter and LinkedIn are an extension of a company website, but more than that they help with SEO and facilitate real-time, two-way dialogue with target audiences. This dialogue, often managed by Marketing, isn’t about preaching to customers and prospects, but about sharing rich content and nurturing engagement. At any one time, the audience includes current customers, almost-customers and don’t-know-it-yet customers who are getting to know your business and brand more and more with every post or tweet. It’s these small, but significant, interactions subconsciously striking chords and keeping your business at the forefront of customers’ minds that could influence a purchasing decision. Being in the right place, at the right time is as important as ever, and it’s at that time – when a lead generated through social media gets passed to Sales, or a conversion tracks back to a social referral – that the value of the preceding social groundwork speaks for itself.

The employees
Beyond the Marketing team, there’s a brand ambassador and a lead generator in every employee within your organisation – whether they’re online networking for business, pleasure, or both, they’re representing your business, 24/7. From a company perspective, arguably the most beneficial of an individual’s social networks is their LinkedIn profile. That LinkedIn Summary and those Endorsements and Recommendations contribute to the professional reputation of the individual and simultaneously strengthen your business proposition. An ‘all-star’ profile strength is the aspiration but its not just about bragging rights; a strong professional profile speaks volumes when using LinkedIn for business development. More and more, sales prospecting begins on LinkedIn making cold calls a thing of the past. In a relatively small amount of time it’s possible to build a fairly detailed understanding of a prospect organisation’s structure to inform a conversation and break the ice. In Ten Tips for using LinkedIn for sales prospecting, Anna Bratton, Strategic Accounts Business Development Executive, EMEA at Salesforce.com says: “It’s not simply a case of digital stalking. Personally, I’m always open with the people I call about having looked at their LinkedIn profiles…it shows I’ve gone to more trouble than 90% of the other salespeople who call them every day.”

Sales prospecting, lead generation, customer service, brand awareness, stakeholder engagement, SEO…the opportunities brought by social media to the B2B marketplace are many and varied. Banish the thought that LinkedIn is just for job hunters. Dismiss the idea that social media is just ‘something that Marketing does’. It’s time to start taking advantage and open the gateway to new lead generation.

Social video platforms for business

Video is a highly effective marketing tool and has become an increasingly important part of maintaining an online presence. For years we have seen YouTube dominate as the top platform for video sharing. Launched in 2005 by three former PayPal employees and owned by Google since 2006, YouTube has become the second biggest search engine with around 4 billion video views a day, 800 million unique visitors per month and roughly 72 hours of content being uploaded each minute.

Second to YouTube yet quite some way behind in terms of audience size is Vimeo with 60 million unique visitors a month. Favoured by creative professionals, Vimeo offers some advantages over YouTube in terms of production quality and aesthetics, and password protection, plus it doesn’t have ads. In fact Vimeo doesn’t like commercial content in general so most B2B companies would have to pay for a pro account to promote their products and services.

With a reported 69% of marketers planning on increasing their YouTube marketing in 2013*, YouTube’s dominance shows no signs of abating. However, in the past year, new video platforms have emerged that aim to capitalise on the mobile boom.

The Twitter owned Vine app enables users to create and post six-second looping video clips that can be shared on Twitter or embedded on websites. Initially only available on iOS devices, Vine for Android was released in June 2013 and a Windows 8 version of Vine was unveiled during the Microsoft 2013 Build Conference.

Vine claims a modest 13 million users but the medium is growing in popularity. Facebook‘s fastest-growing page in the U.S. (in terms of ‘likes’) is Best Vines, with nearly 9 million fans and 693,000 likes per week, according to Inside Facebook.

Not to be outdone, the popular mobile photo sharing app Instagram recently added support for video. Launched in 2010 and bought by Facebook in April 2012 for $1billion, Instagram boasts 130 million monthly users. The key to Instagram’s success lies in the filters: digital layers added to photographs or videos that give the appearance of professional editing and lend a nostalgic, vintage appeal.

The uptake of these new video platforms in B2B is slow but likely to increase as B2B marketers hone their mobile and social media marketing strategies. Danish container shipping company, Maersk Line, provides a powerful B2B case study, making use of ten social media platforms including YouTube and Instagram to achieve its stated goal of getting closer to its customers.

Maersk has yet to embrace Vine but General Electric (another B2B social media heavyweight) recently proved that new and emerging platforms have a place in B2B with its #6SecondScience Fair Vine campaign that relied on user-generated content in the form of six-second science lessons.

The issue with mobile video is that it’s not actually easy to create slick short videos in formats that don’t allow editing. The results are always going to be a little rough around the edges but that’s part of the charm. Plus, keep in mind the value Vine adds to your Twitter activity: fun and engaging visual content will make your tweets stand out in a crowded timeline.

The Crocodile has just completed work on a set of six Vine videos designed to bring various assets to life on Twitter as part of a broader integrated campaign for a big B2B client. Those prepared to have a go with mobile video technology stand to get ahead of rivals and reach their target audiences in new and creative ways that drive up social engagement.

YouTube may still reign supreme for long form video content but with an increasing need to market to short attention spans we should consider the need to be more precise in our communications and use the constraints of short form mobile video to inspire creativity in B2B.

* 2013 Social Media Marketing Industry Report, SocialMediaExaminer.com

Second chance for Facebook posts

We’re big fans of Facebook for B2B marketing here at the Crocodile. It might not seem as immediately relevant to business marketing as LinkedIn, for example, but it’s worth remembering that each target audience member is an individual as well as a professional. With the right nurture strategy in place, engagements on Facebook can lead to MQLs.

Last week, Facebook changed the algorithm that determines which stories appear first when a user logs in or opens their Facebook app. Now, businesses that have good audience engagement can expect even more people to see their most popular posts.

Essentially, the change gives a post a second chance of being seen if a user didn’t get to it the first time they looked at their News Feed.

Google reported that a trial found: “Previously, people read 57% of the stories in their News Feeds, on average. They did not scroll far enough to see the other 43%. When the unread stories were resurfaced, the fraction of stories read increased to 70%.”

Looking specifically at Pages – the profiles that organisations can create and manage – Google reported “an 8% increase in likes, comments and shares on the organic stories they saw” under the new algorithm. The ‘second chance’ means that more people will not only see but also engage with the post.

How do you increase your chance of a second chance?

The change only benefits posts that make it into News Feeds in the first place. So, this is another great reason to post stories and content that your audience will want to engage with and share.

At the heart of Facebook, an algorithm called EdgeRank determines which stories a given user will see. EdgeRank is an equation with three key factors: Affinity, Weight and Time Decay.

• Affinity grows when people repeatedly interact with your brand

• Weight grows when people engage deeply with your brand by spending more time on their interactions with you

• Time Decay is a negative factor in which posts are less attractive the older they are

EdgeRank gives businesses that engage with their audiences a significant advantage on Facebook. By regularly posting content that relevant people feel compelled to ‘like’, comment on and share, you will increase the likelihood of making it into their News Feeds, then into the News Feeds of their colleagues and industry friends.

In addition to the mid-term benefits of increasing your EdgeRank, you could also be building a strong foundation for your search engine performance in the future.

Facebook looks increasingly set to take on Google search with Graph Search, a Facebook specific search engine designed to leverage the data acquired from over 1billion Facebook users. Graph Search makes the people, places, photos and other content on Facebook more easily discoverable. So improving your business’s EdgeRank today could well improve your future organic search performance too.

Look out for more on Facebook’s Graph Search in upcoming posts here on Crocbites.

Proof of social media’s ROI

Marketing budgets are a constant challenge. Allocating the right amount of money to the right area, as well as being able to justify the overall spend, has never been more important or more challenging. In a down economy businesses are understandably reluctant to increase spending in any area without definitive proof of ROI, let alone invest in new areas like social media.

The rise of the social web and the corresponding changes in buying behaviour have happened concurrently with the economic downtown and the squeeze on marketing budgets. The result is that many businesses, particularly in B2B, have completely overlooked new inbound marketing techniques that offer significant, quantifiable results without the need for a large capital outlay.

The content, conversation and on-going interaction that make up an effective social media strategy create an online experience that keeps customers in your orbit, drive consideration and set you apart from the competition. Sharing interesting, relevant and useful information will hold the attention of your existing customer and help you attract new ones.

Social media is proving to be a powerful source of revenue for Crocodile client Ellisons, delivering an online uplift of 70%. Facebook is now the 3rd biggest referrer to the Ellisons website after Google and Bing. Through running regular competitions and special offers to drive engagement and using a strategy designed to drive traffic Ellisons has achieved:

  • 71% increase in online sales over six months (against a 50% target)
  • 44% increase in the number of customers ordering online
  • Incremental ROI of 1534%
  • 36% increase in website traffic
  • Enhanced customer service
  • New levels of customer insight

As marketing moves away from a quarterly campaigns approach towards a continuous dialogue, social media can help you tune in to what your target market is talking about, nurture prospects through the buying cycle and deliver valuable repeat custom. If you’d like to find out how a social media strategy from The Crocodile can benefit you, contact us here.

Awards shortlist reflects key focus

Ask anyone in B2B marketing which skill sets, capabilities or challenges they really need to crack, and there’s a good chance the following might make the list:

  • Social Media – Taking the next step on from using social as an essential dialogue tool and exploiting its capability as a revenue generator, delivering tangible, measurable financial results
  • Lead Nurture – Using developments in marketing automation technology to enhance lead nurturing, leading to a more measurable and strategic relationship between marketing and sales
  • SME - Unlocking the all-important SME market (ie reputedly the B2B segment with all the money!)
  • Cost effectiveness – Achieving more with less in a world of shrinking budgets

By no means an exhaustive list, however it’s one that neatly sums up some of the key focus areas for The Crocodile during the last 12 month – or more accurately, our clients’ key focus areas.

That’s why we are so pleased to have been shortlisted as finalists for three of the most topical categories in this year’s B2B Marketing Awards:

Best SME-targeted campaign
Transformation to Social Media for Ellisons

Best Limited Budget Campaign
Transformation to Social Media for Ellisons

Best Lead Nurture Campaign
Cyberconfidence for CSC

The B2B Awards are fast becoming the gold standard in B2B marketing and this year attracted a 20% increase in entries. So well done to the guys at B2B Marketing, and good luck to our great clients at CSC and Ellisons – looking forward to the usual tense black tie evening in November!

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Crocbites

Crocbites is our running commentary on the trends affecting B2B marketing, alongside our own insights and independent viewpoint formed from working with global brands turning marketing budgets into bottom line benefits.

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