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This Week in CX: LinkedIn Goes Shopping, Burger King Loans Its Crown & More

In this week’s installment of “This Week in CX,” we list the biggest business, tech and data developments that occurred this past week and will most certainly impact how we design and deliver the customer experiences of tomorrow.

Volvo unmasks car consumers’ new wish list

Auto-brakes are so 2019.

 

Volvo partnered with The Harris Poll to figure out what drivers really want from their cars in a post-pandemic world and discovered that the definition of their brand core value – safety – has taken on new meaning.

 

After navigating a year of viral fear and uncertainty, consumers are re-evaluating how they interact with the outside world and are finding more creative ways to have experiences from the safety of their cars. They’re attending drive-in movies, zoomin’ through zoos, going for scenic drives, throwing drive-by celebrations and enjoying some quiet time by designating vehicles their “alone zones”. Cars are no long just a means of transportation – they’ve become a place for peace and connection during COVID.

 

And as the world settles into the new normal of being more homebound and socializing from a distance, this trend won’t stop. As public transportation and ride sharing services take a hit, people will continue to explore the outside world from the protection of their cars. It’s this change that is also driving new demands for built-in safety features.

 

According to Volvo’s Safety First: The Evolution of Driving and Mobility in 2020 report, air conditioners with germ filtering technology is the number one wish on many driver’s lists, followed by car sanitation services as part of standard packages, contactless service/maintenance offerings, built-in sanitizer dispensers and a place to store masks.

 

Also read: What’s In Store For the Future of Retail in a Post-COVID World?

 

“Given all that we’ve experienced this past year, the uncertainty and the safety risks, people just don’t feel safe,” says our Head of Strategy and Innovation Jesus Ramirez. “We’re all in constant fight or flight mode. People are looking around for any way to feel safe and for any semblance of security. Brands and businesses have an opportunity to account for these concerns in their products and services. Whether it’s restaurants and the precautions they’re taking to keep patrons safe, to product packaging, to airline procedures, to auto manufacturers.”

"We’re all in constant fight or flight mode. People are looking around for any way to feel safe and for any semblance of security."

Are you asking yourself how your business can increase safety and trust felt by customers? You should be. And, by the way, we can help.

LinkedIn gives users a new way to spend money

LinkedIn is no longer just a platform where users can socialize, search, stalk, and scroll; now it’s transforming its experience from passive to active by rolling out a digital storefront.

 

By allowing companies to build Product Pages into their profiles, LinkedIn is helping brands cultivate conversations and connections with customers and followers. These Product Pages will educate users about a company’s solutions, generate new qualified leads, and ultimately contribute to overall growth. Even better, Rishi Jobanputra, the Senior Director of Product Management at LinkedIn, said the pages will help brands build “a network of people who can become advocates of products.” Marketers will be able to gather ratings and reviews, highlight product endorsements and testimonials, and drive new and existing consumers to request demos or schedule meetings with the sales team via a call-to-action button.

“While Account Based Marketing has garnered Linkedin a lot of buzz in the performance marketing space lately, I believe their latest announcement of the launch of Product pages will move Linkedin from a trendy tactic to a must have strategy for every B2B marketing plan,” predicts Tallwave Senior Strategist Brian Hambrick. “Product Pages and the in-the-works Services Pages moves Linkedin from a top- and mid-funnel media channel to a full-funnel media channel where marketers can even close the sale within the platform.”

Brian suspects that most brands will want to use the Product Pages to drive customers to their existing websites, but with an audience of 722 Million business professionals who trust the platform, thinks the customer value of that strategy will be challenged.

 

“B2B brands will need to figure out how Linkedin can play a role in their customer journey and how these Product Pages – and the actions brands can generate from them – will fit into their larger CX strategy. Either way, Linkedin is quickly becoming one of the most important media channels for B2B marketers.”

 

Hey, it’s our favorite social media platform, so we’re here for it all.

Burger King UK promotes tacos, pasta and other stuff

No, they’re not expanding their menu, they’re just extending a helping hand.

 

Back in November, Burger King UK told their 350,000 followers to eat at McDonalds as a way to encourage people to support fast food chain restaurants during the pandemic and shelter-in orders.

It must have boded well for them (it did, they received tons of media coverage and fanfare), because this past Monday they took it a step further and announced the #WhopperAndFriends campaign.

“As we head into tier three across more parts of the country, it’s clear independent restaurants need all our support,” Burger King UK said in their social media post. “So we’ve decided to give you a break from our burger pics and make our Instagram available to all restaurants. Until they reopen, they can advertise on our Instagram for free.”

 

Pretty damn cool, in fact, our Associate Creative Director Albert Barroso said it was one of the coolest things he’s seen from a big brand in a while. By simply tagging Instagram food photos with #WhopperAndFriends, smaller businesses can have their signature dishes shared with burger lovers everywhere.

 

Albert wasn’t the only Tallwaver giving Burger King kudos for this do-good campaign. Paid Media Coordinator Lauren Franklin also called it a whopper (see what I did there?).

 

“It’s no secret that the restaurant industry is hurting. Burger King using their platform to help their competitors says a lot about them as a company,” she explains. “A lot of companies wouldn’t be comfortable with openly promoting their competitors but by doing just that – elevating their competitors in such a public way – they have, in turn, elevated their own platform.”

 

Also read: How a Powerful Brand Works as Insurance

 

So, basically, by telling fans to eat somewhere else, Burger King indirectly increased their own customer advocacy and support. They reflected their values in their actions and gave their customers those warm, fuzzy feelings that drive long-term retention and loyalty. And this, folks, is why they wear the crown… well, when they’re not loaning it out.

They reflected their values in their actions and gave their customers those warm, fuzzy feelings that drive long-term retention and loyalty.

AR, AI and Voice continue to take over the world

Are you ready for the future? Because, if you didn’t notice, it’s here.

 

AllWork.Space released its marketing trend prediction for 2021 and it’s all about voice search. Based around SEMrush’s forecast that more than half of all households (55%) will own smart speakers by 2022, AllWork.Space says voice search will evolve from a nice-to-have to an absolute must-have marketing strategy in 2021.

 

When pinged about the prediction, Tallwave’s Senior Product Designer Austin Baker wanted to share his own thoughts and projections on technologies that will force companies to raise their standards and re-envision their experiences in a post-pandemic and more distanced world.

 

First up: Austin says XR – short for extended reality, XR encompasses all augmented, virtual and mixed reality technologies – is finally becoming mainstream.

 

“It’s something that’s been played with for the past decade, but is just starting to work smoothly and easily. From virtually trying clothes on to seeing how furniture would look in your home or sitting down for a telehealth appointment with your doctor, XR will definitely start driving and pushing brands to create new 360-degree customer experiences.”

 

“On that same note,” Austin says, “I think VR paired with AR will start to become more available. Many schools and companies will continue to work from home and the challenges associated with remote working and learning won’t go away. I suspect, because of this, we’ll see some AR/VR technology that was shuffled onto the back-burner resurrected. Even better, in 2021, I bet we’ll see the first good iterations of VR meeting rooms – they’ll be closer to photo realism and much less cumbersome.”

 

And, as AllWork.Space reported, we can’t overlook voice search. While Austin says voice technology continues to improve (“Alexa works great, Google works great, Siri is… OK….”), the real problem is with the user experience.

 

“Alexa is integrated into every room of so many homes. It operates the lights. It turns on the TV. But when things go wrong – it plays on the wrong speaker or plays an explicit hip-hop song instead of Hamilton – frustration ensues and everyone starts yelling at the in-home robot. It’ll get there,” Austin says, “but the challenge has more to do here with how we expect the interaction to occur. Privacy and proper AI integration are going to be the greatest driving factors for experience. We can’t have devices listening for context without trusting that our privacy is protected for, as well.”

"The challenge has more to do here with how we expect the interaction to occur."

Overall, Austin wants to see all of the technologies come together to work synergistically towards making products – and experiences – more seamless and accessible for everyone.

“For example, they can be better utilized for people with disabilities. AR/VR technologies can be used for voice or eye tracking. That’s going to be something that companies that are committed to inclusivity and creating change start to explore. That will be really exciting and is much needed.”

 

Also read: Solving For the Lack of Diversity in CX

 

What a note to end on. We can’t wait to help Austin’s predictions come true by creating exceptional experiences that are designed with everyone in mind.

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Social Media Mission Statements: What Are They & How Do They Help Your Social Strategy?

Year over year we see just how important social media is. It’s where companies can find their ideal clients and customers organically learning, connecting, supporting, and sharing. That’s why brands not only need it, they need to excel at it. But most business persons working tirelessly to improve customer acquisition, engagement, and loyalty have one common question: How?!

 

While there’s no one-size-fits-all answer, there is a singular pitfall that many organizations run into: They don’t spend enough time – or any time – crafting a social media mission statement that speaks to the core of what they want to achieve.

While there’s no one-size-fits-all answer, there is a singular pitfall that many organizations run into.

What Is a Social Media Mission Statement?

Simply put, a social media mission statement is a formal declaration that summarizes your reasons, goals, and hopeful outcomes for having a social media presence. It’s a small but mighty sentence (or series of sentences) that serves to inform all your content decisions and activities, including what platforms you pour your sweat, tears, and soul time and effort into. It’s an activity that should be completed in the middle of creating your social media plan.

Where Should You Start?

Before you can develop a social media mission statement – from which you will develop your overall social media strategy – you need to figure out who you want to reach. To do that, start by answering the following questions:

  • Who is your target audience?
  • What social channels is your target audience most active on and why?
  • What other channels do they follow?
  • How do they typically engage?>
  • What are they talking about amongst their peers and how do they speak? (You want to speak the same language as them!)
  • What resources are most helpful to them?
  • What problems or questions can your company help resolve?
  • What qualities do they look for in companies that they support?

One mistake that brands often make is thinking they must have a presence on every social platform that exists.

Then, you need to define how you plan to reach, relate, and speak to them. The more detailed, the better:

  • What is your voice and tone? (Note: This can vary from platform to platform as they all serve different purposes and audiences)
  • How should your content – written and visual – make your audience feel?

One mistake that brands often make is thinking they must have a presence on every social platform that exists. While that may be nice to have and something you can eventually build up to, it’s certainly not essential to start. In fact, it can be detrimental to your overall reach and impact. By determining your brand’s audience, social identity, and goals, you can narrow down the channels that will work best and ensure energy (and money) isn’t wasted developing the ones that won’t.

How to Write Your Social Media Statement

Your social mission statement should define two things: What a social presence will do for your business and what your channel will do for your audience.

 

First, what you want your audience to do on your social page. Do you want them to like and share? Comment? Buy something? Visit your blog? As with any marketing efforts, you can’t be all things to all people. The more specific you can make your answers to these questions, the more effective you’ll be.

 

Second, determine how you’ll deliver value to not just your current followers, but potential new ones. What type of content will you post? What main topics, categories or messages will your brand support? How will your strategy contribute to the overall customer experience your company wants to design? Most importantly, how does heart inform everything you do? Don’t just make social media about you. Create your overall strategy and mission with the true intention to serve humans first, and increase business needs second.

People are savvier than ever these days – they can sense dishonesty and ulterior motives. You have to say what you mean and mean what you say. To be successful, ensure everything you share and create comes from a thoughtful, authentic, and transparent place with a pure intention to help connect and serve.

 

Now you’re ready to give your social media mission statements a shot! When you feel confident in your answers for the previously listed questions, you can begin to articulate your mission for each individual channel. Here’s a model you can follow:

 

We’re on [social channel] to [summary of activity & purpose], which in turn will [how it will support your company’s goals].

 

It might read like this: 

 

“We’re on Instagram to help companies – big and small – evaluate their customer experiences, which in turn will empower them to make data- and design-driven decisions with humans at their core.”

People are savvier than ever these days – they can sense dishonesty and ulterior motives. You have to say what you mean and mean what you say.

How to Gauge Effectiveness & Performance

Your social media mission statement is not the endpoint of your social strategy, in fact, it’s far from it. It simply should provide a starting point that helps drive what and how to strategically, yet authentically, share content and build community.

 

To be sure you execute against your mission and work toward your business goals, build a comprehensive social strategy that aligns with and serves your new social media mission statement. Surf other successful channels to see what they’re posting and find ways to put your own spin on content that’s performing well. You don’t have to reinvent the wheel, you just have to give it a fresh coat of paint that’s unique to your brand.

 

Once strategic social posting is well under way, evaluate performance by measuring growth against previously-established key performance indicators (KPIs). There are countless social metrics to gauge your month-over-month social success. It’s crucial to decide which ones are most important to you. Do you want to increase your follower count? Post impressions? Referral web traffic? Share of voice? Clicks, likes, shares, comments, lead conversions… the metrics go on and on. The KPIs you decide are most important should directly contribute in some way to getting closer to your company’s bottom line.

Most importantly, be creative and have fun! Create content that you find inspiring, helpful and motivating.

Keep a running record of your progress and dive deep into what’s working and what’s not. Just like societal trends and expectations seem to change and evolve overnight, so do social media best practices and user behavior. Be prepared to make adjustments to your social content strategy frequently while staying committed to and aligned with your human-centric mission.

 

And most importantly, be creative and have fun! Create content that you find inspiring, helpful and motivating. If you don’t enjoy the posts you’re sharing, it’s likely no one else will either.

 

Need help identifying your ideal audience, creating customer personas, increasing your social media reach or refining your brand identity and voice? Contact us now. We’d love to help!