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Less is more in marketing and CRM

For many businesses, 20% of their client base represents 80% of their turnover. Here’s how to get more accounts like these.

 

  1. Understand the audience.

A CRM system, and one that is not necessarily the most expensive but one that works well for the size of your business, is the key to identifying clients and future clients. Many a successful business is built on a strong foundation of exceptional CRM management, and marketing agencies are selling a product in no uncertain terms.

Google Consumer Surveys brings real time results through a publisher network and Google Opinion Rewards systems and reward programs. CRM is an ideal way to manage any market surveys you undertake yourself, and integrate any you have commissioned through a third party.

 

  1. Segmentation for best results

CRM identifies high purchase value clients and those who have the potential for upselling and cross-selling scope improvement. CRM should also be used to attach personal reminders to a client record, such as in the case of client birthdays and the birthdays and anniversaries of family members they mention in conversation. This can all be recorded to create a multi-level well of useful relationship marketing data.

You’ll also be able to determine segments or business offering areas that are not currently performing well. This will help in prioritizing and ear-marking marketing spend to go further. A high churn rate could indicate a problem with your service, and is something that demands immediate rectification.

 

  1. Target easy wins

Web analytics systems such as Google Analytics allow you to deliver custom messaging to audiences—or remarketing. It is a cost effective way to accelerate spend results, and to get in immediate touch with people who are looking for exactly what you are offering.

 

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Digital techniques for every type of marketer

1. Fast-loading content for smartphones

Google recently revealed that its new algorithm will rank pages partly by website loading speed, so a fluid and delay-free experience is essential for visitors. Simple metrics will show weaknesses here; you will have a proportionately larger number of visitors who access your site and leave immediately. Mobile internet gets faster and faster, but it is still valuable to make every effort in ensuring your site is fast to load up.

 

2. Online reviews follow-up

It’s very important that you monitor online feedback, and not just for restaurants and hotels on TripAdvisor or Agoda. Twitter is a hotbed for angry consumers to lash out at brands they feel are ambivalent to their needs, so invest time each day in searching for your own brand and keywords. Engage where anything is amiss.

 

3. Data and privacy protection

Regulators are getting tougher on data security and data protection. Consumers are also more aware of the issue following big data breaches at several large companies in the last few years, including PSN network and a couple of employment search database sites. For too long, digital marketers have taken personal data for granted, enjoying the benefits without securing it properly or thinking too much about privacy. Also don’t forget to publicize your efforts in improving data security, as it can function as an enticing USP.

 

4. Online chat-bots

As AI continues to improve, the usability and flexibility of chat-bots also gets better. Whilst people would typically prefer to speak to a human operator not a piece of code, they are immediate response and always-on, helping to resolve customer issues quickly; they’ll also continue to get better, as it’s a fairly “aged” technology now.

 

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PR professionals can be the driving force for quality CSR

When families are finding it hard to make ends meet, public opinion can often turn against large corporations. Effective corporate communications can provide a reliable way in advocating and promoting an organization’s contribution to society. All this in an age where consumers are demanding that corporations do their bit and put in more to the society in which they operate.

As the larger hedge funds seem to be demanding more social appreciation from the companies they invest in, we may have reached a tipping point; a trend toward greater corporate social responsibility. It’s not just about profits any more.

 

Recommendations:

 

  1. Promote volunteering. Companies can embed this philosophy in their teams even without spending any money. It also increases pride and togetherness amongst staff.

 

  1. Create a committee. An internal team put together to handle CSR matters can be invaluable. As well as developing events and calendars, it also grows leadership among staff.

 

  1. Enjoyment. Volunteering can feel like a privilege, rather than a duty. Consider creating an hours-in-lieu exchange for team members keen to volunteer.

 

  1. Community outreach. Encourage staff to step outside the company and out into the wider community. This is a great way to grow the company’s brand in the local area.

 

  1. Take their views into account. Aim to support charities or initiatives that staff already make donations to.

 

  1. Invite customers to join. This is a great way to show leadership within your sector, and also to foster stronger and more rewarding two-way relationships between staff and your customer organizations.

 

  1. Promote and show your efforts. Make sure that your contributions are put out there and spoken about, either via social media or with the more traditional photo caption press release.

 

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How to tackle Facebook’s new algorithm to make your video pop

Make it live

Facebook’s latest algorithm prioritizes live video specifically. It is estimated that live videos typically get six times as many interactions compared to non-live posts. It is essential to understand this to maximise your efforts in delivering a channel mix.

Around half of live video is found via the news feed. It also offers massive scope for viral reposting. In the near future, innovations such as 360 degree video will serve to emphasize the importance of this.

 

Go for engagement

Due to years of complaints from users, Facebook now is pushing more personal content, stuff from family and friends, to people’s feeds. This was in response to Facebook’s decline through it evolving into a pointless stream of marketing messages which resulted in it losing users.

This type of content always delivers better engagement due to strong relevance, as an antithesis to fake news and spammy clickbait. So always focus on asking questions and looking for engagement.

 

Don’t forget paid media, part of PESO

Paid media still has some effective relevance. One thing to note is that if you’re boosting live, you need to ensure that there is enough time for results before the post “dies.”

Facebook has also introduced Live Broadcast, so if you plan to use it, let people know in advance so they are aware and are ready and waiting.

Remember always that organic engagement is the top priority as it draws the best placement via the algorithm. One of Facebook’s (few) key strengths is that it offers a high level of “targetization”.

 

Please speak to us for free advice or to request a project-specific consultation.

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Nonprofit organizations: 10 social media tips

1. Be the voice:

Focus on publishing articles that have been independently cited for their truth and thought leadership.

2. Stay within your tone:

Communication brands like TEDx are popular because they define their voice and continually serve audiences with the high quality defined with its parameters.

3. Video is key:

Well-produced, informative videos will keep people coming back for more and position you firmly on top of the pile.

4. Keep us posted:

Frequent posting and constant engagement are crucial for both growing audiences and retaining current followers.

5. Quality always:

Somewhat contrary to the above point, it’s sometimes better to focus on fewer high quality posts that just spamming out regularly.

6. Storytelling:

Stories focused on people are some of the most attractive for followers. They can also be used to convey your successes in a certain theatre or industry field.

7. Maximize social media spend:

Nonprofits are always tight on cash. You can still achieve some results for five bucks a day by using extremely targeted Facebook ad parameters.

8. Add a “Donate Now” button:

Facebook lets certain types of nonprofits place a “Donate Now” button on their FB page. There is no reason why you wouldn’t have this, even if results are slow.

9. Set a strategy:

Before committing anything to your feeds, use Excel to draft out calendar months so that one post leads to another, always with the aim of slowly building followers and engagement.

10. Monitor metrics:

Look for the most relevant ways to monitor and record both engagement and how this grows and is responded to over time.

 

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KFC nails issues management and turns crisis into opportunity

KFC’s chain of outlets recently had a nightmare scenario for a fried chicken joint; they ran out of chicken. It was largely the result of a supplier side supply chain problem, but no doubt negatively amplified by the company’s ‘just in time’ planning mantra; something that food retailers and increasingly more FMCG companies will be familiar with.

 

Normally this would be both a mission critical disaster and a PR disaster all wrapped up in one. Instead, through extremely bold messaging design they managed to turn this awful situation into a social media hit.

 

KFC ran this really smart advert on full-page newspaper spreads in some of the UK’s biggest national daily tabloids. Through honesty, creativity and savvy consumer engagement, the ad, rather than infuriating loyal customers, actually put a positive spin on things. More than this, the brand was able to attract new customers to the fried chicken franchise through the viral nature of the ad being widely shared on line.

 

A majority of user comments were of the ilk, “fair play” and “hats off to KFC” – this serves as an amazing illustration of the power of PR, communication and messaging design.

 

The newspaper ad featured an admission of guilt whilst successfully relaying empathy to customers, demonstrating their agile approach to issues management, and winning some new brand advocates in the process.

 

They didn’t just get away with it. They knocked it out of the park.

 

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ROLLS-ROYCE MOTOR CARS 2017: THE YEAR OF BESPOKE

The Rolls-Royce Motor Cars Bespoke department is an extraordinary collective of designers, engineers and craftspeople, who bring the marque’s discerning and influential patrons’ most ambitious and personal visions to reality.

 

Today, almost every motor car that leaves the Home of Rolls-Royce in Goodwood, England, is Bespoke. 2017 was the year that Rolls-Royce elevated Bespoke to unprecedented new levels, resulting in one of the most significant years for Bespoke in the 114-year history of the brand. What follows is a snapshot of some of the finest examples of Bespoke design and craftsmanship to be completed by the luxury house over the past 12 months.

 

 ‘Sweptail’

 

Rolls-Royce ‘Sweptail’, the realisation of one customer’s coachbuilt dream. Premiered in 2017, ‘Sweptail’ is a compelling representation of true luxury, taking Bespoke coachbuild personalisation to new heights. The result of a collaboration between patron and artisan, ‘Sweptail’s’ bold design embraces the marque’s heritage as the world’s leading coachbuilder whilst reaffirming its pinnacle position in Bespoke personalisation.

 

This automotive equivalent of Haute Couture draws on the lineage of 1920s and 1930s Rolls-Royce motor cars. The client’s vision was for a coachbuilt two seater coupé featuring a large panoramic glass roof. The result is a contemporary masterpiece.

 

The grille, milled from solid aluminium, presents a distinct formality. The side profile of ‘Sweptail’ defines its stately character, whilst the rear taper of the motor car pays homage to the world of racing yachts, shaping a completely new perception of a dramatic Rolls-Royce coupé.The elegant and characterising rear culminates in the registration number 08, milled from ingots of aluminium and hand polished to a mirror finish.

 

‘Sweptail’ is a personal, Bespoke, motor car like no other.

 

New Phantom and ‘The Gallery’ – An Art Gallery on Wheels

 

New Rolls-Royce Phantom was unveiled to global critical acclaim in 2017. At the heart of the motor car’s design aesthetic is ‘The Gallery’, a contemporary and luxury reinterpretation of a motor car’s dashboard and instrument panel.

 

An application of glass runs uninterrupted across the fascia providing an unprecedented opportunity to present artwork, within your motor car. ‘The Gallery’ is an innovation that furthers Rolls-Royce’s unparalleled Bespoke vision and mastery of materials and craft.

 

Dawn and Wraith at Porto Cervo

 

Two unique motor cars were created in honour of the 2017 Rolls-Royce Summer Studio, Porto Cervo, Sardinia. A Bespoke Dawn Drophead Coupé and a Wraith Black Badge were commissioned to encapsulate the essence of this beguiling island.

 

Dawn adopted a nautical theme, evoking emotions of a languid Mediterranean sojourn. The Porto Cervo motif, encrusted with genuine Sapphires and Mother of Pearl, is embedded into the front facia of the motor car. The navy blue and arctic white hues complement an expanse of teak, including the decking and floor.

 

The Porto Cervo Wraith playfully emulates Sardinia’s night time ambience. A two-tone Diamond Black exterior is contrasted with gloss and matt paint applications, while black woven leather door panniers infer Wraith Black Badge’s dark and complex character, under the night sky.

 

‘Spirit of Calligraphy’ Ghost

 

A special one-off commission unveiled in Dubai in 2017, the Bespoke ‘Spirit of Calligraphy’ Ghost draws its design inspiration from the ancient art of Arabic calligraphy. Words are harmoniously moulded into shapes, creating a unique effect where texts and images become one. Sir Henry Royce’s resonant words “Take the best that exists and make it better. When it does not exist, design it”, in their Arabic form are shaped into Rolls-Royce’s flying mascot, the Spirit of Ecstasy. The calligraphy motif, created by renowned artist Khaled Al Saai, features as a silver inlay on the centre panel and as embroidery on the rear centre seat, amidst an eye-catching array of Turchese, Black and Arctic White leathers.

 

‘Elegance’

 

Commissioned for an individual collector, the Ghost ‘Elegance’ raised the bar of Bespoke by becoming the first Rolls-Royce to be finished in a paint infused with diamonds. The flanks of the motor car are highlighted with Mugello Red and Black twin coachlines, reflected inside with black leather seats and accents in Mugello Red, carried through stitching on the doors and piping on the seats. The detailed fascia of smooth open-pore Tudor Oak veneer is also complemented with a Mugello Red single stitch along the top of the dashboard, and finished with a Bespoke clock.

 

‘Dawn in Fuxia’

 

In 2017, US collector Michael Fux was presented with his tenth Bespoke model from Rolls-Royce Motor Cars. Following a visit to Pebble Beach in 2016, where he collected a cluster of eye-catching fuchsia petals, he challenged the Bespoke team at Goodwood with a commission to bring a striking new colour to Dawn. Subsequently unveiled during The Quail automotive gathering in California, the vibrant ‘Dawn in Fuxia’ represents the addition of another unique hue to the Rolls-Royce Colour Collection, and is reserved exclusively for Mr. Fux to use. His most recent commission is his second Dawn, having collected the first – in one-off ‘Fux Blue’ – in 2016. Reminiscent of that car, the interior of ‘Dawn in Fuxia’ is trimmed in stunning Arctic White leather.

 

‘Dawn B50’ for Hotel Byblos

 

In celebration of the 50th anniversary of the Hotel Byblos in Saint-Tropez in 2017, Rolls-Royce Motor Cars revealed the ‘Dawn B50’, a highly Bespoke and unique motor car inspired by the warmth and vibrancy of the Côte d’Azur. Commissioned by the Hotel Byblos as the automotive ‘Jewel of Saint-Tropez’, the Dawn B50 exudes two dominant exterior colours. The lustrous combination was developed exclusively to celebrate the hotel’s anniversary, along with bespoke door treadplates and a unique hand-painted coachline on each side bearing the ‘B50’ logo. The sophisticated interior takes inspiration from the intense Mediterranean sun, with vibrant tangerine tones that accentuate the dashboard and echo the stitching across the seat upholstery and floor mats.

 

Homage to a special Silver Dawn

 

Prominently displayed at the Home of Rolls-Royce is a remarkably rare 1952 Silver Dawn Drophead Coupé, one of very few ever made. It was sold new to a customer in Canada, and in 2017 a commission for a new Dawn from the same country led to a beautiful homage to this particular car in its 65th anniversary year.

 

Finished in two-tone Midnight Sapphire and Jubilee Silver, the new Dawn closely emulates the original finishes of the 1952 motor car, with a Bespoke painted coachline, broken for the first time on a Rolls-Royce. Inside, Selby Grey and Navy leather are combined with Crossbanded Walnut Burr veneer, closely matched to the original. The finishing touches include a Bespoke clock with ‘1952’ lettering and a Spirit of Ecstasy veneer inlay.

 

Inspiration from South Korea

 

The ‘Bespoke Collection for Korea’ unveiled at the British Embassy in Seoul, embraced the aesthetic heritage of South Korea with a contemporary flare. The Ghost Seoul Edition reflects colours that grace the country’s Taegukgi national flag, finished in bright Andalusian White with a twin coachline in Cobalto Blue and Mugello Red – along with a hand-painted Bespoke motif that captures the silhouette of the iconic Namsan Seoul Tower. Inside, the black leather is complemented by contrasting bands in Arctic White, as well as blue and red highlights for stitching and piping.

 

The ‘Wraith Busan Edition’ is inspired by the hues of the coastal city of the same name, with a two-tone exterior in Royal Blue and Jubilee Silver that conjures up the shimmer of the surrounding sea. The rear pillar motif echoes the delicate latticework of traditional Korean ‘hanok’ screen doors, and is also carried inside the car across the dashboard. Emulating the dusk sky across nearby mountain ranges, a single coachline in Blushing Pink draws attention to the shoulder line. The colour is also applied to the seat stitching, instrument panel and ‘RR’ headrest monograms inside, as the final flourish to the Selby Grey and Cobalto Blue upholstery.

 

Please speak to us for free advice or to request a project-specific consultation.

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All change with Facebook and its algorithm for advertisers

Facebook’s recent purge of clickbait and the reprioritizing of deep content and posts by friends could make quality content relevant on the platform once more.

Facebook is forcing people to create quality and relevant content. The social media giant recently unveiled its biggest news feed algorithm change to date; it now favors content from friends and family over posts from companies and politicized material. So where does this leave advertisers?

Facebook has said that the new changes will not affect paid posts on the platform, although CPM (cost per 1000 impressions) may increase. The changes are aimed at removing clickbait; those annoying shouty adds that use either controversial titles or make ridiculous claims as to the product’s benefits. They have long frustrated users, often appearing higher in the news feed than posts from friends or loved ones. Facebook won’t admit it publically, but it’s an effort to stem people moving away from the site, which some see as now being an endlessly repetitive space for dreary pointlessness, and so don’t bother to look at it.

Brands already know that they get little visibility from unpaid content on Facebook. Organic content doesn’t work as well as paid posts for sure. However the new move may make some headway into leaning back into these two truisms. Brands will probably have to abandon push marketing and create content that potential customers value or wish to see.

There is a lot of concern in the online space with marketers globally surrounding this issue. Many are preparing to advise clients to move part of their tactical spend to Instagram, Snapchat or other channels. This is interesting as it may turn out to create the exact result that Facebook didn’t want, and so the situation will continue to evolve.

We would say that there is no cause for panic. The correct content (now able to be deeper, of better quality and therefore better able to connect to consumers in our clients’ target markets) and correctly targeted will continue to drive success for brand building and sales growth on the FB channel.

Please speak to us for free advice or to request a project-specific consultation.

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