Sharks vs Penguins 2016 Predictions: Stanley Cup Final Preview For San Jose vs Pittsburgh [POLL, PHOTOS & VIDEOS]
The Sharks are in the Stanley Cup Final for the first time in franchise history, while the Penguins enter their fifth overall and first since 2009. Here are our predictions and a preview for the 2016 Stanley Cup Final.
Have you read this sentence before? Perhaps it feels strangely familiar? The experience of déjà vu is a common one, but in rare cases, it can become a disorder. In a fascinating new Cortex paper, French psychologists Julie Bertrand and colleagues discuss the phenomenon of pathological déjà vu.
Bertrand et al. present an English translation of what is probably the first description of the condition, published in 1896 in French by the psychiatrist Francois-Léon Arnaud (1858-1927).
Onboarding never ends.
Some SaaS teams may approach onboarding as an activity － a one-time event for each consumer.
However, it’s time to change your perspective. Consider onboarding as an ongoing process that continues beyond initial setup.
Whether it’s teaching loyal consumers about new integrations or training newbies about your dashboard, it’s vital that you have their undivided attention.
John Waldron of markITwrite believes that the onboarding stage is “one of the most perilous phases in the whole conversion process.”
So, don’t lose customers just because you failed to capture your audience’s attention. Here are four techniques to get your team started:
1. Offer Ongoing Training
Every customer is different.
Some will adapt quickly to your software. They will learn every feature in one day and possibly point out inefficiencies in your system.
On the other hand, other customers will take longer to learn your platform. They may desire a step-by-step guide to understand everything. And they may need additional content resources to be successful.
To serve both types of consumers, segment training programs based on the customers’ behaviors. This gives everyone an opportunity to learn according to his or her needs. Moreover, you retain their attention.
“Proactive customer success training is delivered through online courses and on-demand training designed to get your new customers up to speed from acquisition to activation in as short as possible timeframe,” says Miranda Lievers Chief, Customer Officer of Thinkific.
Hubspot offers their customers the option to refresh their learning. The inbound marketing software company has a YouTube playlist dedicated just for product tutorials.
Visage creates training with the help of strategic partnerships. For example, the data visualization company teamed up with Hubspot to help their users tell better stories with visuals.
However, be mindful not to push your customers towards training. It should be at their pace, not yours.
“You should be careful not to take progressive onboarding too far. Let the customer navigate in his or her own time. There shouldn’t be a need to provide hints on every screen. If you excessively prompt new customers with obvious hints, you risk annoying or distracting your customers,” writes Hannah Levenson, Community Manager at Appsee.
Keep your customers focused. Engage them with ongoing training.
2. Leverage Multiple Communication Channels
Years ago, it took months to communicate with someone. But today, we live in a highly-connected society. And we can talk to someone in a matter of seconds.
In addition, there are various forms of communication channels available to us. With so many ways to get our brand message across, teams forget that the consumer is the one with the ultimate decision.
“By giving people a choice how to reach you, you make your website more user friendly and can drive more leads and sales. Users get to choose the way to communicate that’s most convenient for them, which makes it easier to connect with you and further the relationship,” states Corey Pemberton is a copywriter and marketer.
Experiment with different communication channels, such as text, in-app messaging, and email. If you don’t, your team may risk losing the customer’s interest.
Shopify offers support services via email, live chat, and phone.
Jim Marous, co-publisher of The Financial Brand, says, “Leveraging multiple channels […] allows you to appeal to a customer’s channel preferences while delivering a highly personalized message that will positively impact results.”
Mobile platforms are a popular platform for customer support, with more than 60% of people using smartphones to connect online. Research also shows that “more than 20% of people using Facebook and Twitter seek information about different products and services.” Thus, it may be time for your SaaS to discuss mobile and social solutions.
And here’s a pro tip: Don’t inundate people with bulletins on a dozen different channels. Choose a few and concentrate on delivering attention-getting messages.
3. Incentivize the Process
People like receiving rewards. From an early age, we’re conditioned to expect incentives for positive behavior.
“Everyone loves new and free stuff, and your users aren’t any different. One of the best ways to adopt users or keep them interested in your software is to offer an incentive,” says Omri Erel, Lead Author & Editor of SaaSAddict Blog.
Similar to grade school when earning a passing score may get you an extra recess, reward your customers with a small token for completing a step in the onboarding process
Take advantage of people’s “need to complete.” It’s a powerful psychological driver in customer engagement.
In our brains, completion equates to success. It gives us a sense of relief and accomplishment.
And it can bring back good memories, like when we completed our high school classes or a certificate program.
Offer that same joy to your users. Add a progress bar to the onboarding process.
Each milestone should be simple, yet informative for the customer. You can encourage them to complete their profile or persuade them to learn a new tool.
When setting up an Etsy shop, the brand displays a progress meter showing the next steps in the onboarding process.
It’s essential to reward them for their positive behavior.
“Whether it’s a discount, promotion, or an enticing statistic to show how the steps you suggest they follow will boost conversions, save them money or any other applicable metric. By providing a relevant incentive, people are much more likely to take action,” states Slava Rudenko, Project Manager and Marketing Executive at myTips.
Go the extra mile. Give your customers incentives for choosing your brand.
4. Build Real Relationships
Your SaaS team is told over and over again to build relationships with your customers. But what does that really mean?
For starters, don’t treat your customers like a number. Referring to someone as Ticket #12438 isn’t going to retain your customer’s attention.
Learn more about their goals and interests to create a better customer experience. That means gathering data from several sources.
“The key is to use the quantitative data that you are collecting through your analytics tools, and the qualitative data that you are collecting through customer interaction and in-context messaging to create a individualized experiences that excite and delight your users,” states Brian Rogers, former Director of Customer Success at Evergage.
Real relationships also translate into unbelievable customer service. No one likes waiting 12 days for their concerns to be addressed.
“New clients are going to have a lot of questions. If you want to earn their trust, you need to be prepared with quick responses. Minimal response time should be something you strive to deliver, and it’s even more important when your clients are still getting to know you,” writes, Ron Williams, Business Success Strategist at ConnectWise, Inc.
Customers need a reason to stick around. A good product is a start, but an authentic relationship is better.
Onboard With Purpose
Customer onboarding is an integral part of the conversion process. It’s the difference between higher retention or higher churn.
Offer users ongoing training to help them easily navigate your platform. Deliver customer messages on multiple communication channels. And focus on building genuine relationships rooted in value.
Retain customer attention. Onboard with purpose.
About the Author: Shayla Price lives at the intersection of digital marketing, technology and social responsibility. Connect with her on Twitter @shaylaprice.
Paige WWE Boyfriend Rumors: New Tattoo For Diva Could Pay Homage To Flame Alberto Del Rio [PHOTO, VIDEO]
Alberto Del Rio and Paige may be a relatively new public couple, but the two-time Divas Champion now has something to remember him by. A new tattoo on the Norwich, England native’s hand may be a tribute to her boyfriend.
People react very differently to disgusting situations than to other daily life events, and it’s thought that this may have evolved as a way of protecting ourselves from parasites. But such hard-wired responses also have far-reaching effects on modern life. For example, this paper suggests that differences in disgust responses may influence one’s political affiliation and views on gay marriage. Be sure to read the caption for Fig. 1 (left). Gross!
Disgust sensitivity and the neurophysiolo
When the word “analytics” comes up, most content owners immediately gravitate toward viewership counts. However, though views are important, they’re only part of the larger picture. Truly comprehensive analytics help content creators ensure the videos they produce are providing real ROI.
Without proper analytics, businesses have no way of knowing whether their videos are just popular or are actually converting viewers into buyers. A video that has lots of views but doesn’t lead to sales is little more than a money pit.
With a well-built analytics tracking system, companies can see exactly where their leads come from, how they convert through the funnel, and where their marketing dollars have the greatest impact.
Real Data and Deceptive Views
Most companies recognize how important good data is to their revenue streams. New marketing technologies allow even the smallest companies to get a firm understanding of how their programs are performing across various demographics.
In the recent past, view counts were king. Businesses understood that more viewers equaled more brand recognition and more sales. Views are helpful, true, but they’re one of the easiest metrics to acquire and interpret. Anyone can go to YouTube and see how many views a video has, but that number only reveals how many people started the video — nothing more.
Views don’t tell you whether users left five seconds in, bailed halfway through, or made it to the bitter end. View count could be double or triple the actual engagement figures, but without other indicators, companies have no way of knowing. Engagement is difficult to measure on the whole, but if one video has 10 percent of viewers watching to the end and another has 90, that’s an excellent place to start.
Additionally, view counts don’t say who is watching a video. A video geared toward Baby Boomers in Texas with an actual audience made up almost exclusively of Millennials in New York probably isn’t accomplishing what the content creator intended. Fewer views within the right audience are worth much more than tons of views in the wrong one.
What You Should Measure
If view count isn’t the end-all of video analytics, what is? Predictably, no single statistic is the answer. A comprehensive analytics strategy should include:
Measure engagement with both average and time-based metrics. These numbers will show you what percentage of your video viewers are watching and where in your video they’re leaving. You can tell whether people rewatch a specific part several times or whether one particular lame joke or long-winded section is leading people to lose interest and close the tab.
Play rate refers to the percentage of users who encountered your video on a landing page or website and clicked the play button. In short, it tells you how much appeal your video has before engagement begins. More than a simple view count, this ratio can help you identify ways to optimize your video splash screen and where you locate your player.
Call-to-action response rate
If your video includes a call to action — such as “Click here for more information!” — your analytics should tell you how many viewers answer that call. This number is the most closely tied to ROI because it directly correlates with lead conversions.
Look at where in the world your viewers are located. Are you hitting the markets you want? Are there opportunities arising in markets you didn’t consider before? The more specific your demographic information is, the better prepared your marketing and sales teams will be to develop targeted programs and campaigns for different groups.
Yes, views is still one of the metrics that, when taken as part of a larger whole, can help you form a better strategy regarding the content and placement of your videos. If you have 100 percent of your target demographic fully engaged and completing your call to action but there are only three of them, you might want to figure out a way to get your video in front of more people.
Used properly, analytics will quickly tell you things about your business that would take years to learn without them. A comprehensive analytics strategy will allow you to make better data-based decisions, save time using automatic forecasting models, view and analyze real-time trends, and save money, as all the wasted man-hours you used before can now be spent boosting your ROI.
Start Measuring the Right Way
You know what works, what doesn’t, and what to measure. Now what? Follow these five steps to kick-start your analytics strategy and get better results from your videos:
Choose the right platform to host and track your videos
You have several great options available. YouTube and Vimeo provide the most cost-effective solutions and work well for most businesses, but they don’t provide some of the more advanced analytics that other platforms do. Vidyard and Wistia cost a bit more, but they’re worth the investment thanks to their great analytical tools and integration capabilities with most CRMs and marketing automation platforms, tracking viewers from first click to conversion.
Set monthly and quarterly tasks to analyze your analytics reports
Compare the results with previous numbers to see what changed to determine whether you need to alter your strategy, placement, or content.
Spend time reviewing engagement, total views, and play rate
Many views with little follow-through could indicate that your call to action is weak, while strong results on low numbers could mean your placement isn’t optimal. If your play rate is low, the placement of your video on the page could be poor or your chosen splash screen might not be attracting an ideal amount of attention.
ABC: Always be creating
Marketing is about consistency, and video marketing is no different. Produce high-quality video content on a regular basis to keep people engaged and your message fresh. Analytics allow you to fine-tune your approach with each passing month to maximize your impact by seeing what worked well and what fell flat. Every new video — success or failure — is an opportunity to gather data and learn how to do better next time.
Too many companies mistake sparse analytics for good data or neglect the analytical approach entirely, leading to millions of dollars in lost potential revenue every year.
Don’t leave money and customers on the table. Use analytics to gather and act upon the information you need to boost your ROI, broaden your brand appeal, and grow your company.
About the Author: Brandon Houston is the CEO of Switch Video, a video animation company that produces simple videos that “explain what you do” in an engaging and compelling format. Switch Video has produced more than 800 videos for clients, including LinkedIn, IBM, HP, Bayer, and American Express. Reach out to Brandon on Twitter.
Tom Brady, Gisele Bundchen Relationship Update: QB Doesn't Seek Fashion Advice From Supermodel Wife [VIDEO]
Though his wife is a supermodel, Tom Brady doesn’t rely on her for fashion advice. In fact, he barely gets advice from Gisele Bundchen on what to wear at all.
Spider sex can be pretty complicated… and kinky. Take wolf spiders, for example. It’s well known that female wolf spiders have a predilection for eating their partners during courtship, a behavior known as sexual cannibalism. Males, in turn, have developed their own tactics to avoid being consumed while still getting it on. This includes offering a “nuptial gift” of a tasty snack–for example, a dead fly or an eggsac from another female. The gift has been thought to help curb the female’s
You know that customer retention is important for any company; even more so for SaaS. If you keep customers around, they keep paying you. Churn rate should be one of the most important metrics for any SaaS company.
Though there are many ways to reduce churn, there is one way that we’ve found to be the most impactful: Net Promoter Score (NPS) surveys. Implementing and responding to NPS surveys had a direct 30% decrease in our churn rate.
Through collecting and acting on NPS you will not only retain more customers but also drive new leads and close more deals. It’s a true win-win.
I’m going to teach you how we leverage NPS to pinpoint customer issues, pave our product roadmap and get our fans to write 5-star reviews for us around the web.
What is Net Promoter Score?
Net Promoter Score is collected through a survey which asks participants on how likely they’d be to recommend your product to a friend or colleague. The answers are broken down in to three categories:
Detractors (0 to 6): Detractors are unhappy customers who may churn shortly. They account for more than 80 percent of negative word of mouth. It’s important to react quickly to their feedback to keep them as a customer.
Passives (7 or 8): Passives are somewhat satisfied with your product but do not love it. There may be a couple issues holding them back from being a promoter. If a competitor’s product catches their eye they may switch.
Promoters (9 or 10): Promoters are your company’s biggest fans. They are far more likely to recommend your products to others, remain customers and spend more money with your company.
To calculate the actual Net Promoter Score all you need to do is subtract the percentage of detractors from the percentage of promoters. It’s a number that ranges from -100 to 100.
The goal is to increase your Net Promoter Score over time, but it doesn’t matter what your beginning NPS is. The feedback from your customers is what you’re really after.
After users are asked for their score they’re prompted to answer an open ended question of why they chose that score. This information is gold to your company.
Our NPS Collection Process
You can fully automate the NPS survey process with a number of tools including Promoter.io, AskNice.ly or Wootric. While the most common way to run the surveys are through email, certain apps allow alternatives like web and in app popups.
We keep it simple and send out an email NPS survey 45 days after the customer has become a paid user and then again every 6 months. If the customer doesn’t leave a score we have a follow up email that goes out 5 days later.
While the score is nice to have, the comment after they score your company is what you’re really after. We’ve found that only around 70% of people who answer the survey leave a comment as well. You can squeeze out more responses by following this guide by Baremetrics, which automates following up with customers who fail to leave a comment.
As the surveys roll in there are three main ways we utilize the information:
1. Pinpoint and overcome customer issues
These surveys are the perfect way to find any problems or issues nagging your customers. Many times you’ll find people complain about something that you’ve already solved. Or they’re looking for a feature that you already provide or plan or providing.
For example, we already provide a way to deactivate accounts. By simply asking we moved this customer from a passive to a promoter.
Here are some tips that we use to respond to customer issues:
- Take a personalized approach with each customer. There is no auto reply function that works well and you can gain value out of talking to your customers.
- Reply to every comment regardless of whether it’s positive or negative.
- Pay close attention to detractors; they’re ready to leave your company at any moment.
2. Pave our company roadmap
Along with our support section where customers can vote on features, NPS surveys have become essential in deciding the path of our company.
We take note of every suggestion that comes in through the surveys. It doesn’t have to be complicated, simply tally suggestions in a Google Sheets document as they come in. It’s a bit of manual work but well worth it.
This approach lets you find out exactly what your customers would like to see. Chances are that if your current customers want to see a specific feature, your potential customers and leads would like to see it as well.
We use this information to make a product roadmap with loose deadline dates. On top of our Google Sheets document we also tag each user with the suggestion they’d like to see in our CRM platform. The customer is then notified when their suggestion is added to the roadmap, and then also when it’s released. People love knowing they’re being listened to and the notifications delight them.
3. Leverage Promoters
Promoters love your product and don’t care who knows it. There are many ways that you can leverage them:
- Invite them to refer friends or colleagues
- Upsell them to a new package
- Ask for reviews on G2Crowd, TrustRadius, etc
- Share their encouragement with your company to boost morale
What we realized we need more than anything were positive reviews around the web. When you did a search for our company + reviews not much popped up.
Google results for “Agency Analytics reviews” before leveraging NPS.
We started asking promoters to leave reviews with a very simple request:
We’re in a tough place because online reviews help us grow and add more features, but we really hate asking users. We know your time is valuable.
If you have a moment consider letting people know what you think on G2Crowd: (link to G2Crowd). No pressure, just ignore this if you’d prefer not to 🙂
After asking our promoters, reviews started rolling in. Not every promoter will leave a review but we received seven glowing reviews after a few months.
There are now a few new leads a day who tell us they signed up because of the reviews they saw online. This page is also used as a sales tool to show potential customers why they should go with our software. All because of NPS!
Demo requests that come from G2Crowd.
Sending out NPS surveys is one of the best things a SaaS company can do to improve metrics across the board. It takes less than an hour to set up and allows you to get candid feedback from your users.
We use it to: answer customer concerns, plan our company roadmap and get rave reviews across the web, but there are hundreds of ways you can leverage these surveys. How are you going to use NPS to improve your SaaS company?
About the Author: Christian Sculthorp is the Marketing Director at AgencyAnalytics. @AgencyAnalytics is an all-in-one reporting platform for SEO agencies with rank tracking, backlink monitoring and more.