#CommsChat on digital and SEO with Jonathan Allen

This week's chat

This week’s #CommsChat was the last before the new year and was a rollicking pre-Christmas chat on digital marketing, SEO and social media. We were joined by Jonathan Allen the director of Search Engine Watch. Everyone here at #CommsChat wishes all of you a very happy new year!

Check out some highlighted tweets below:

@adamrubins we have seen more creativity, more use of data and insight and a lot of talk about increasing budget. Talk is cheap!

@DuncanPMiller I’ve seen a clear move towards more realistic roi analysis. More than simply presenting statistical justification.

@mynewsdesk_uk Also lots of emphasis on “storytelling” from marketers. All about knowing what your brand stands for, and expressing it well.

@MontseCano I think that people have begun to understand that #seo is part of the strategy, not a standalone `field´

@jc1000000 people also buy from companies they trust and social massively increases trust online.

@maxim_pr Recent figures suggest mobile is growing faster than ever. Resolution for early 2013 is to make our site responsive

And the full text:

 

 

#CommsChat with Jonathan Allen on search and digital marketing

This week's chat

We’re delighted to welcome Jonathan Allen, the director of Search Engine Watch, for tonight’s #CommsChat. For the last chat of 2012, we’re going to discuss search, digital marketing, and social.

Topics up for discussion tonight will include:

  • How has the digital marketing industry changed in 2012?
  • How can you create great content to drive your SEO?
  • What is the best thing a small company can do to improve its digital marketing?
  • Should we treat social media marketing differently to digital?
  • Are we paying enough attention to mobile?

Join us! #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Molly by email or Twitter if you’ve got ideas.

Search Engine Watch is hosting SES London in March 2013, along with ClickZ, a three-day conference on digital. Early registration is available until 21 Dec – go here for details.

 

Transcript of #commschat on trust

This week's chat

Nobody enjoys spending half an hour on hold with a customer service representative, or sending a tweet or an email citing a problem, only to see little to no resolution. Last week’s #CommsChat discussed how poor customer service can lead to a decline in trust for brands and companies. We were joined by Kate Joseph from Rufus Leonard which recently launched research on brand loyalty in Communicate‘s November/December issue.

Here are some tweets that caught our eye:

@digiconvs Without trust, biz won’t last long & without #custserv there wouldn’t be a strong connection between biz & customers.

@rufusleonard Customer service is fundamental to trust. For most brands, it’s the main interaction between themselves and consumers

@padraic_knox poor customer exp is often caused by bureacracy/red tape – teams want to delight customers but constrained by process

@rufusleonard Service industries have struggled to adapt to the new customer demand for transparency

@padraic_knox Agree. To win trust brands must treat consumers as people, not sales targets

@engagingbrand Spot on & sad thing is web should make it easier to connect not harder,it doesn’t replace people it enhances people

And the full transcript:

 

#CommsChat on trust with Kate Joseph

This week's chat

For Monday’s #CommsChat, we’re pleased to welcome Kate Joseph, insight research analyst at Rufus Leonard, for a session on trust. The agency recently carried out some research into trust among consumers; Communicate is exclusively launching the results of that research in its November/December issue.

Over the past five years, customer perception of the financial services industry and utilities sector has decreased while other consumer-facing industries have improved. Just 3% of consumers would trust advice directly from a company. But what can industries do to restore trust and reputation?

Topics up for discussion on 10 December will include:

  • Why are public trust and customer service so closely linked?
  • Why has there been such a drastic downturn in the perception of financial institutions and utility companies?
  • Does a loss in reputation in certain industries lead to a simultaneous increase in others?
  • How does the lack of trust in advice directly from a corporation affect communications professionals and marketers in that industry?
  • What does it take to build trust in the financial and utilities sectors? To maintain it?
  • What role can communicators play in maintaining corporate reputation?

Join us on Monday evening. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Molly by email or Twitter if you’ve got ideas.