Telecommunication has made a rapid growth in the past few decades. It is now very easy for the people to remain in touch with each other. Same applies to business houses also. Customers can reach the Companies for their concerns and queries more easily than before through the medium of customer care.
Telemarketing in known by different names in different countries like it is called as telesales in UK and telemarketing in USA. A telemarketer is a person working in a call centre, a private office or even from home. They are people selling products or services over phone.
Need of telemarketing: On the basis of the products the company; you need to decide whether you need telemarketing or not; e.g. an IT based Company may need more demonstration of the product through videos etc. For products related to physical explanation like consumer durables will need physical demonstration. But yes the lead generation of these products can be done through telemarketing. Updating the customers for the schemes, discounts and other related offers is done through customer care centres. Earlier customers were found reluctant calling the customer care as it was very tedious to keep the phone call on hold for a long time to reach the customer care employee but due to development in this area people are found adaptive to this medium now.
Training of call centre employees: Training is a very important part for any call centre. Employees of the call centre are the basis of your business and the way they behave with the customers will lead to the success of your call centre. A call centre employee should inevitably be a patient listener and a soft spoken person. Selection of the employees needs to be done with utmost care. It is needless to say that the communication skill needs to be good and they need to be trained well in maintaining their COOL while dealing with angry customers. Well trained staff will turn out to be a blessing and money spent on training will definitely give you good results.
Build a content focused website: Well-designed website is important for any business and your well managed website will do primary representation of your brand. Content in the form of videos, images text should be done in manner which creates interest in the mind of viewers and they are tempted to move further to other pages of your website to explore more. It should be user friendly and compatible with both mobile and desktop versions, easy to navigate and fast in order to give a hassle free browsing experience. Content should be data driven and authentic. Keep sharing your good work and success stories in order to build the trust of the viewers. Some websites ask for the visitor’s name, email address, contact details in order to get in touch with them in future. You can also use the same to increase your customer data base
Active on social media platforms: Popular social media options like Facebook, LinkedIn, Instagram etc are the best platforms to advertise your business and your presence here is like a compulsion now, it has to be. No business fails to advertise on these platforms and hence you are no exception. You really need to work hard to stand out of the crowd and make efforts to leave an impact on the mind of the viewers. The content you post here should be relative, attention grabber and portraying your good work. Sharing regular success stories in handling irate customers, happy customers will help people to have trust in your Company. Nevertheless the content should not be repetitive and boring after some time. You need to engage a professional for advertising. In this competitive world of marketing in order to survive you need to put in efforts to always leave a mark in the mind of the customer.
Omni channel strategy: It is basically introduced to provide a seamless shopping experience to the customers whether they are shopping via mobile, laptop or desktops. More and more customers are relying on digital communications, like email, text messaging, Web chat and social media, in order to interact with your business. Multichannel contact centres give customers the flexibility to choose the method of contact that makes the most sense for them at any point of time, and requires your organization to provide the same prompt. With the right tools, you can make sure your business is prepared to meet these evolving demands. Today a customer’s journey may begin on one channel, valuable insight and feedback from the customer is taking place completely different channel. Hence synchronising all together is important and same is possible with the Omni channel technology
Team up with marketing team: Call centres are working both as service providers as well as lead generators. It is very important that the call centre and the marketing team are working in good coordination with each other. What is the lead generation to final sales ratio is very important and now with the developing technology it is possible to monitor the same and find out the gaps between the two. Regular training will be needed to get good results from both the teams. You need to ensure that all the leads are entered in a system which is called CRM (Customer Relationship Management) in order to figure out call to lead generation ratio. A tracking system is available for all the work related to call centre with the help of different technologies; but you need to ensure to utilise the same in an appropriate manner to get fruitful results at the end.
Customer feedback: Digital marketing world is ruled by customer satisfaction. Regular feedback needs to be taken from customers. Specially complaining customers’ needs to be attended promptly and later….on resolution you should ensure to collect the feedback of the customer whether he is fully satisfied or not. A dissatisfied customer leads to greater loss as he will be sharing his experience with other and such type of mouth publicity will work in a negative way for you. Customers even tend to share their feedback on social forums and these can be read by all. People using social media and purchasing online have a habit of checking the reviews before ordering or contacting; so you can’t afford to ignore them. On the other hand any negative feedback coming in needs to be taken positively and efforts should be made in order to fix them at the earliest. Due to development in this area now it is possible to analyse the feedback on the number of calls done and received data and figure out the gap which was not available earlier and rather call centres did not bother to analyse the same. But now all the data is available and it can be used in a fruitful manner to bridge the gaps for more success of your business
Transition to cloud: Cloud computing technology has proven its benefits all over in the digital marketing world. In order to provide flawless services call centres invest a huge amount on solutions, technology and infrastructure to provide flawless customer service. This technology provides flexibility and scalability. Call centre services require continuous up gradation in order to be in line with the demands of the customers and to survive in the increasing competition. Cloud makes it easier to add new functionality in a cost effective manner. The function also allows the call centre employees to work from any location, even from home.
Smart phone friendly app: Increased used of smart phone has overtaken the usage of desktops and laptops. It is a must that your website is accessible and that you have a mobile app which is user friendly and downloadable on all devices. People should be able to raise their queries and concerns easily on the phone calls. Doing this will lead to more number of inquiries as mobile phones are always handy and mobile apps can be easily downloaded. Number of calls for queries can also be reduced to a considerable extent as the mobile apps will be providing the option to raise the query for Frequently Asked Questions rather than every query to be diverted to the call centre to speak to the customer service executive. Time saved of the call centre employee can be utilised for another productive purpose like for calling for increasing sales, resolving customer complaints etc
Monitor all channels: As suggested to apply omni-channel strategy for the day to day working of the call centre; you need to ensure to monitor all the areas of operations else all the money invested will not lead to providing you good results. Due to advancement in technology you have options to monitor all these areas with facts and figures and it is far easier for you than earlier methods of working. Weekly reviews of all the teams should be conducted in order to check that all the teams are working in coordination with each other and loopholes if any to be filled in promptly.
Digital marketing is a vast field which needs continuous up gradation as per the changing trends of the market and needs of the customers. To survive in the competition you have to be very vigilant about the development areas and working for your staff, technology and the management of the call centre.
Content writing is focused on content that informs, educates and entertains readers. they are familiar with online marketing tactics and and create contents for many channels like websites, blogs, videos, social media and emails.
It basically means writing the content with such keywords which are ranked higher on the related key words search on the SEO. We use keywords while doing google hence our content should be having such keywords so that our web page is highlighted in the search engine list.
SEO the very basis in digital marketing begins and ends with content writing. No Search Engine Optimisation is now a days complete without a solid content strategy. Now the question arises…..
Below mentioned details needs to be kept in mind while targeting content writing:
What is content writing?
What type of content can we publish on your blog or website?
Decide upon the long term content strategy
Content Writing Pointers
Merely pushing the content will not give desired results. In order to write effective content we need take care of the below mentioned points:
The main key word needs to appear on the title of the blog post or web page in content writing
The same key word should be used in a scattered way as part of the whole of the content writing of your blog post or web page.
One also needs to use alternative phrases, what they call as LSI keywords. LSI stands for Latent Semantic Indexing which are the related keywords to our main keywords. If you feel that there is over use of the main key words then we can use the LSI keywords instead to avoid repetition of the same keywords.
Keywords should be used including LSI keywords within the (h1), (h2) and (h3) tag to put more emphasis on them.
You need to be careful while using keywords including LSI keywords as ANCHOR TEXT (it is a clickable text in a hyperlink). SEO best practices involve that anchor text be relevant to the page you are linking to. It should not be a generic text.
Other than this the fundamental aspect of the content writing must always be its quality, its relevance to the topic of the post and the value addition it delivers to its users. In the absence of good quality content writing the very hope of getting good search engine rankings is not achieved.
Content Writing with SEO
As we have understood now that SEO is all about content writing….some key pointers to be kept in mind:
SEO needs strategic use of keywords and search terms: There is a lot of advancement in technology in ranking the web pages and blogs…according to their true value. But still the keywords in the content plays a vital role. The best way to get the right keywords is strategic content writing.
Social validation a need of the hour: With the increase usage of social validation many blog posts rank well due to social validation in spite that the content is not upto the mark. But this may not always be possible. For small business the only way one can get social validation is by quality content writing.
Google search: In order to rank your website and individual links google needs content. If we don’t have good content then what will google rank. Hence here comes the importance of content writing.
Search Task Accomplishment: This is a new emerging trend in the digital marketing world. Does your content solve the surfers need. A user should be able to find exactly what he is looking for in the content of your blog post. Google uses the algorithm technique to find whether the people are getting exactly what they are looking for. If yes your ranking will increase if not then thee will be a downfall.
Summary
Finally without great content, one can never hope to enjoy good search engine rankings. Hence the importance of content writing in SEO cannot be denied if one has to survive in this fast developing digital marketing world.
Our world population is around 7.7 Billion and out of them 2.77 Billion are using internet. Digital marketing currently is getting a lot of hype due in the recent times due to increase usage of social media. People are using this platform for marketing/advertising their business.
This can also be referred to as ‘online marketing’, internet marketing or web marketing. In simpler terms, any form of marketing that is done online is termed as Digital Marketing.
It mainly involves the steps like Research, Plan and strategy, implement, measure and audit and Optimise.
Main benefits of digital marketing can be summarised
It helps your business to have a global reach.
It is cheaper in comparison to our tradition marketing mediums
It helps to promote in a personalised manner.
It helps to reach the masses due to increase in usage of social media
The business can be measured the reach of the people and make changes accordingly in their strategies.
It is available 24/7. Hence increased convenience to its customers
Digital marketing is an easy way to tell your Company’s and brand’s story to the masses. Social media, most popular among them is Facebook,Instagram, Whats app twitter etc, emails and websites give the companies the ability to reach consumers directly.
Digital marketing increases sales as it gives a personalised touch to the customers and it gives all the information regarding the product to the consumers in their hand. It becomes easier for the consumer to know the details of the product and get the answers to their concerns very promptly. Biggest example of this is AMAZON, FLIPKART etc; these have created a storm in the digital world and have set new benchmarks in the field of marketing and sales.
DIGITAL MARKETING SUCCESS….around 83% of the businesses believe that that their marketing is able to reach the desired goals.
Traditional marketing are no longer found to be effective as the customers are not found searching in newspapers, or advertisement boards; rather they are found starring their smart phones.
Disadvantages can be summarised as below
Dependability on technology
It may face security and privacy issues
Maintenance cost and continuous up gradation needed to survive in the increasing competition
Companies have to face worldwide competition due to globalisation
Promotional strategy can be copied by the rival.
Pictures and images can be misused to mislead the customers
Requires more initial investment hence turns out to be expensive for small enterprise owners
Hence before getting into the digital world, one must research well about the pros and cons of the digital marketing world. One has to plan with lot of diligence as once the same is proposed in the market one has to continue with the same to meet the expectations of the customers. If you succeed in doing the same you will win else will be soon thrown out of the lot due in continuous development in technology and increased competition
Heatmaps a new tool in today’s digital marketing world. In simple terms it can be termed as the tool to measure the success of your website. It is a graphical presentation that uses colour coding to represent different values. It shows user behaviour on specific web pages or web page templates. It shows where the users have clicked on a page, how far they have scrolled and been on a particular web page.
The benefits of heat maps are very rewarding. It helps to know which areas of your website are getting more clicks. This analysis is shown in a visual image which is very easy to understand at a glance. Later the same analysis is used to plan out a strategy. Heat maps are the most popular insight tools available to any company which wants to improve its user experience on their website.
Analytics tools like Google Analytics or Site Catalyst are great at providing metrics to show which pages users visit but they can lack detail when it comes to understanding how users engage with those pages. Heatmaps can give a more comprehensive overview of how users are really behaving.
Heatmaps are also a lot more visual than standard analytics reports, which can make them easier to analyse at a glance. This makes them more accessible, particularly to people who are not accustomed to analysing large amounts of data.
Good heat mapping tools, such as Heatmaps enable analysts to segment and filter the data. This means that it can be easy to see how different types of users are engaging with a particular page
Benefits of Heatmaps
Direct overview of web page performance:
It draws instant attention to important issues in your website. There are different types of heat maps. A click heatmap reveals the clicking patterns of the users. It shows the visibility of your website. Attention shows which part of your web page most is engaging to its users. Movement it tracks the movement of the mouse. Lastly GEO heatmaps shows the territories or countries where usage are higher or lower.
Providing visual paths to understand the numeric values:
A well known saying fits well here,“ A picture is worth a thousand words”, and a heatmap similarly is worth a thousand numbers.
Its major benefit is picture is easier to understand rather than numbers written in columns and rows. A graph made from an excel having numbers are much easier to understand at a glance rather than the whole spreadsheet. A spread sheet presentation will be having a higher bounce rate rather than the rest of the website and the spreadsheet numbers would not be able to explain the reason behind it.
The same data if reviewed in a heat map quickly reveals the problematic click rate rate is due to a link being hidden in other misleading elements, or that a high bounce rate could be explained by a low-visibility page.
Heatmaps is the best tool to conceptualise and interpret data and patterns making it easier for the analytics and designers to make changes according to the gaps identified by studying the heat maps.
User friendly web design:
Effective web designing is not an easy job. Any website which looks good and complete involves hours of research and work. It involves questioning your own choices and recognizing areas of improvement. In a web design learning from the users is very important. Heatmaps plays a very important role to make out what your audience does, what they are liking and what not. Navigational patterns can also be known by the use unfiltered feedback. One can also check the success of future websites before opening to large number of audience.
Better understanding of your audience choice and providing them with more better experience
Web design is a visual communication art and the various elements of a website displays a series of messages. The goal of the designer could be to sell a service, product or an idea to your users who are a part of the conversation. The designer needs to show interest in understanding how they react to your message and understanding of a particular post on the webpage. One has to design the website in a manner that it stands out of the crowd in order to attract maximum audience
This also involves understanding what are the things that the audience dislikes and get distracted while searching, and this is why friction scores on heatmaps can be so helpful. Such a tool can automatically track data to give you an idea of where and when the user has the dislike
Heatmap filters can show how different your audience reacts to the same web page. Listening to a specific audience lets you offer them a better experience.
Helps companies make knowledgeable choices
It helps the managers to make better choices from the available web design choices. Users can analyse which webpage is having all the requirements as per their need.
One more important area which heat maps cover is exposing dangerous frauds. These one amongst the various heat map options available. Senior management and boards can benefit from periodically requesting and discussing fraud-risk maps. One section is likely and the unlikely, but potentially most dangerous, fraud risks the company faces? How can we know that the frauds are happening and in which areas? And what’s being done to prevent them?
Ideally, fraud risk heat maps are built through a collaborative effort involving people of different levels and across functions and represent a consensus about the potential financial, regulatory, and the impacts various frauds could create on the Company’s reputation. The heat maps depicted here show hypothetical assessments of fraud risks, prior to risk mitigation by controls, in companies in two different industries. They illustrate how risks can vary dramatically from one company to the other. It helps the Company to identify the risk factor and take the necessary steps to overcome them in advance.
SEO copywriting is defined as writing content with phrases which readers type in the search box. It also helps in driving traffic to the website and rank higher in search results.
One needs to focus on the keywords with lot of diligence as it should not mislead the readers or lose the conversation focus. The writing should not be hard to read. Google must find the content as valuable and authoritative resource.
What is the basic difference between traditional and SEO copywriting:
Whenever we want to search something on the net we type some words which in the SEO language is termed as the keywords. SEO writing contains key phrases which helps google to search your website which contains contents the reader is searching for.
Hence the first step in SEO writing is the use of appropriate keywords. Next google also wants to see authoritative contents which fully answers the questions of the reader. The content should be capable to stand out of the crowd and should be competitive.
Earlier people were using “keyword stuffing” as one of the practices to get higher ranking on the search engines. It is a practice of shoving as many SEO keywords onto a page in order to manipulate the search ranking. But now this method doesn’t work. Google has now become smarter, your content needs to be smarter to position in the top slot.
Now the question arises what helps content rank in search results?
There are many factors related to this. The content should be such that it interests the readers. Something that educates, entertains the readers. There is a tool called periodic table available on the Search Engine. On the left side there are most of the elements that focus on the quality of the content
The freshness of the content is very much important for a good success ratio of SEO.
So if you find that
Your pages aren’t showing on Google
Pages aren’t converting
You feel your content is out dated
Your content was never optimised
Here comes the importance of SEO content copy writing. Most of the big brands also are not aware of it importance and the right way to use it. It involves lot of planning and team work. Hence it is very critical to seek the help of professionals. It has the below listed benefits once all the related things are collaborated well :-
Boost in Your Search Rankings.Great SEO makes your content more visible and will help it claim more prominent spots on the search results, which in turn are important since these spots claim the majority of the clicks and attention.
Save You Money. Earlier companies were relying on advertising or paid placements to attract customers, SEO copywriting services can represent a real cost-savings SEO copywriting targets the customers you want to connect with, and gives your content writing a way to higher rankings
Focus on Content. Search engines are claiming an increasingly larger market share because of increased usage, so featuring more prominently within them is a very good idea. Content writing helps you remaining to the point and get more and more viewers and in turn good amount of business
Help You Remain Competitive. In today’s digital marketing world in order to survive in the competition one has to get hold of SEO copywriting. Hence no matter how good the company and the products are there are chances to miss the bus in the crowd.
A good SEO copy writing has the capability to send across your message very clearly to it users. If one wants to have your website to have good relevance then importance of SEO writing cannot be ignored. A search engine optimisation (SEO) copywriting service can provide you with a team of professional copywriters who will craft content that provides your customers and clients with crystal-clear content, engaging, and concise information
Let us know quickly go through the 10 smart reasons to hire SEO copywriting services
Good Research that Boosts Your Content’s Value :
A good SEO copywriter knows how to do research and incorporate it into an article. He very well knows the use of influential links which are relevant to the content. Having links to relevant, reputable third-party sources throughout your content can help it earn higher search rankings.
Customer Calls to Action:
A SEO copy writer is a copywriter first, which means they know how to craft a mean CTA. Calls to action is basically the “ask” of the customers. SEO professionals can help boost your conversions, but did you know that simple SEO tactics, like including keywords and phrases in your linked CTA anchor text can also help your site rank and produce more qualified leads? An SEO copywriter can deliver all of this and more.
Enhanced Page Focus:
In order to create a good focus page one should have a good understanding of SEO. And SEO copywriters understand exactly how to narrow, target, and position your content so that it ranks most efficiently for your chosen keyword.
Better Keyword Research:
Keyword research is the most important tool of SEO writing and if you’re targeting crappy, short keywords and phrases and being disappointed by your results, SEO copywriting services can help. While keyword research is a major factor in good SEO, not everyone knows how to do it. It requires the intelligent use of several tools and approaches Hire SEO copywriting services, that will improve your rankings keeping in mind all the factors involved
Natural Keyword Inclusion
Once you’ve tracked those keywords down, what do you do with them? Do you just stuff them into your copy wherever they fit or do you include them naturally SEO copywriters will weave keywords in a way that readers don’t even notice them, but search engines can rank them.
Do you know how to write meta tags and descriptions? Do you even know what they are?
If your answer is “no,” that’s okay! These are the perfect example of difficult yet essential SEO tools that only experienced copywriters know how to handle. These tags are embedded in the HTML of your site like everything else, and once upon a time, they factored greatly into SEO
Pages that Are the Perfect Length:
Length plays into the SEO value of your online content. SEO copywriters know when to keep content long, when to shorten it up, and which word count limits you can’t go over. For example, good SEOs know that web pages should be about 350 words while blogs rank best if they’re 1,500 words or longer.
Simpler Writing
Simplicity is the best policy.
Works very well here. GreatSEO copywriters know that keeping it simple is the best bet. Lot of companies tend to over-complicate their writing, a great SEO copywriter will be able to make it approachable and easily understandable to the audience.
Better Landing Pages
Have you ever wanted to create a good landing pages? SEO copywriting services can help you do it. SEO copywriters know what it takes to develop a great landing page, and understand how to use language, formatting, and offers to engage the readers.
10. Skilled Competitor Analysis
SEO copywriters have the skills to analyse and learn from what the competitors are doing, and develop actionable strategies to outrank them. This is helpful to survive in the competition by looking for smart ways to take advantage of the data surrounding them
If you want your brand to grow, you need to invest in SEO copywriting services. Whether you’re simply trying to get your brand to rank or working to create a high-profile website with thousands of monthly visitors, the help of a good SEO copywriting service is exactly what it’s going to take to get through
It basically means a particular type of product manufactured by a particular company under a particular name. In other words it can also be termed as a ‘Recognition a Company’s product gets in the market and is known in the market with the company name.
Brand management is the process of maintaining, improving, and upholding a brand so that the name is associated with a good reputation in the marketing world. Brand management involves a number of important aspects such as cost, customer satisfaction, in-store presentation, and competition. The basis of brand management is built on a marketing foundation, but focuses directly on the brand and how that brand can remain favourable to customers. Proper brand management can result in higher sales of not only one product, but on other products associated with that brand. For example, if a customer loves one particular product of the company then he might like to try other products as well due to the brand image of the Company in customer’s mind
What is the purpose of brand management
For a brand of products to be successful in the today’s competitive world can only be created if the brand management system is competent. Brand management mostly comprises of tangible and intangible characteristics. By the word tangible we mean the product itself, its packaging pricing etc. The intangible aspect refers to the emotional connect which the consumer has with the product which leaves a very positive impression about the product
Role of a Brand Manager
Now the important role in brand management is of the Brand Manager. He is the one who oversees brand performance, from boosting the product’s value in the market and sustain it for a longer period. He has a vital role to play in managing both the tangible and intangible characteristics. A successful brand can only be created if the brand management system is competent.
Brand management in the digital marketing world.
Do you know the success mantra of most of the top most companies in the world. How they have managed to stand out in the crowd since years and are still unbeatable. How a Company achieves such a liking that the consumer always chooses your Company when he has another option of your competitor.
Then here are some little known tricks that some of the biggest companies in the world use to turn first time customers into loyal fans. Reputation is universal and here its how working for companies of all sizes.
Benefits of Brand Management
Good brand management attracts customers:
A company providing good experience to its customers in terms of customer service, product quality and satisfaction gets a good brand reputation to your Company. A good brand reputation works like a reassurance to its customers, social proof or a mean to reduce doubts when it comes to purchasing decisions.
Reputation in turn becomes a sign of good quality and service to its consumers for a brand, it’s a sort of an incentive to deliver and maintain quality. Strong brand reputation simplifies a consumer’s buying decision and increases one’s trust towards your brand.
Good brand management helps during PR crises:
In the today’s world of social media one has to be very careful about his reputation. Negative news will affect the Company’s reputation no matter what big the Company is Good brand reputation management means being able to spot situations that can potentially harm a company’s reputation and escalate into reputation crisis.
Web and social media monitoring tools can help in identifying such threats. Yeah, but what makes a threat a threat?
A disappointed customer will lead to serious loss to the Company’s reputation. With the increased use of whats app and other social media channels negative news spread faster than good ones.
It sometimes happens that industry news or experts may negatively review your product or service which can put your company in a bad light this is where web and social media monitoring tools are irreplaceable.
Adjust Your Strategy
How? Simply, know what consumers want.
In order to survive in the competition one has to know the needs of the customers and to encash those needs in the best possible way
A good brand manager keeps an eye not only on the social media conversations of his Company but also of his competitors. He tries to figure out what changes will help him in his product in order to overcome the negative comments and increase customer satisfaction.
Increase Brand Awareness
We have understood what a good brand image will give us. It gets converted into good profits. Hence a Company needs be constantly working on improving its brand awareness and image.
One has to approach social media influencers in order to get benefits of word of mouth. Influencers and brand ambassadors interested in your business spread a word across their fan communities. More people hear about your business and your brand awareness increases as the influencers are well versed with such skills and they a very important role in increasing brand awareness
Monitor Your Competition
All the efforts will go in vain if one does not monitor the performance after putting in all the above efforts. There are tools available to measure them and a good brand manager is the one who will analyse the available data and find out ways and means to overcome the gaps and encash the best results in good business
Engage Your Community
Good brands should be quick in responding to its customers on the social media community. This will keep the consumers engaged and also they will have a feeling of being a valued customer as all this comments and concerns are addressed promptly. In social media getting the engagement of consumers is easier as they use the official handle for communication. However it becomes challenging for companies where consumers go without the official handle for their feedback and concerns. Here to engage the community is a tough job
Summary
In business, people certainly judge the book by its cover and that book is your brand reputation. It’s absolutely crucial for your market presence to have possibly the best brand image as it draws customer attention and increases profits.
What is Brand Management What does Brand Mean It basically means a particular type of product manufactured by a particular company under a particular name. In other words it can also be termed as a ‘Recognition a Company’s product gets in the market and is known in the market with the company name. Brand management…
