Ebay had an ad on Facebook for EBay fashion that caught my eye. It caught my eye because back in the day, I used Ebay quite a bit. Now not at all.
I just posted some furniture on Craig’s list and got no response. I used to get it sold that day.
Plaxo use to be my digital address book, now I do not even open their emails.
I don’t even know my MySpace log in, nor have I used it in years.
So what is going on? I have created a lot of litter on the digital highway with my usage. Self created, but none the less add to a CMO’s marketers dilemma.
My thought is that even the most famous websites or platforms need to reintroduce themselves frequently to their current user base. The key driver is to reintroduce what they do, how to do it and why they are still relevant. The basic 101 of the site.
Most marketers as of late have been focused on organic optimization of the website and content, which is great, but have forgotten the basics of if and when they find you, they better know how to use you and why to use your site.
I still have preconceived ideas about Ebay based on my last use. They have may changes dramatically, yet I still shy away from getting reintroduced. Nor has Ebay even tried to re-engage me. Running a sale is different from reintroducing me to how to use the site.
Google Marketplace has miss stepped over and over again. I was a huge loyalist, then they because so complex that it drove out all small business with having to add ownership tags that drove out most who do not have in-house web techs. Now they are charging per click to make money off the big brands.
As compared with Amazon market place, which still has some bugs to work out, but which I sing their praises every day.
As the CMO, dig a little deeper with your team. Look at your own website. Is traffic up or down, not net new traffic, your returning traffic. Why are they using your site, what are they doing, what are they not doing. Most sites are designed for net new, not returning visitors.
Returning visitors need their own path of re-education on how to use the site, whats new, what is familiar. Just as same store sales is critical for brick and mortar, it is critical to activate those who are returning.
The digital road is littered with use and disuse. What state is your website or platform in? What are your returning customers needing?
These simple questions could improve conversion 10% and who would not want that these days.
Filed under: 2012 Marketing Plans, 2013 Marketing Plans, CEO and CMO with social media expertise, CEO social media, CMO, cmo blog, CMO Guide to social media, CMO with social media expertise, cmoguidetosocialmedia.com, craigslist, craigslist.org, customer engagement, Ebay, facebook, Google Market Place, Improving returning visitors to websites, LinkedIn strategy, myspace, plaxo, social media consutant, Social media for executives, social media speaker, social media strategist, social media strategy, Uncategorized Tagged: Blog on social media sites, blogs, CMO, CMO with social media expertise, cmoguidetosocialmedia, cmoguidetosocialmedia.com, customer engagement, customer service, exec for social media, organic traffic, Social media for executives
