A lot of marketers would categorize email as the cozy sweater to social media’s black dress. While not as sexy as some newer channels, for years, email has taken the top spot in marketing ROI, and in a 2019 Econsultancy survey, respondents still picked email as the most effective marketing channel, with social media ranking only fifth.
But, why compare email and social media when they actually work better combined? Social media content, in particular, is a great resource for spicing up email, especially now, when marketers are looking for fresh content to use in their online communications. With a treasure trove of fan photos, reviews, and video clips, social media can help subscribers get inspired, connect to other fans, and engage in new channels.
In the early days of the pandemic, many advertisers quickly put together serious (often too serious) campaigns pledging their solidarity with their customers. Memes were shared widely that mashed up these stock-photo-heavy commercials featuring empty beaches, empty streets, nurses, doctors and family embracing. These relatively generic messages didn’t resonate nearly as well as ads that were pulled together from real user content on social media. Oreo in particular was smart about encouraging people to post their videos, which they quickly turned into a commercial.
It doesn’t need to be a prime time commercial to highlight social media content, brands can use social content in good email campaigns to resonate with customers just as effectively. Social content breaks through the stagnant feelings people have of the generic imagery they’ve been seeing lately. And with so many companies limited from shooting new content by social distancing, it can be the catalyst to variety and creativity.
‘Wichcraft, the high-end sandwich chain, features social posts of customers eating their food outside in their “simplest of pleasures” email campaign that encourages some fresh air time at lunch. BistroMD pulls in their real-time Instagram social feed featuring healthy meals customers receive as part of their plan, as well as success stories and a variety of nutrition topics.
It might feel safe to simply reuse old images or pull from a stock photo library, but it’s actually a bigger risk than incorporating UGC. The IAB notes that numerous studies indicate that authenticity is key for people to trust brands and that UGC is among the top-rated content online. Right now, many consumers are changing their shopping habits, and loyalty is at risk. Jumping ahead of the pack and embracing a chance to connect authentically with UGC is a good way to keep old customers engaged and to inspire new customers to keep coming back.
Don’t leave all the best images on Pinterest – pull them into an email template for immediate engagement. Create an evergreen element to your newsletter that highlights recent five-star reviews, or images from Instagram with more than 100 likes.
Furniture retailers Made.com created a campaign in April called “Stay Grounded,” which included an Instagram-based hub of photos from customers’ own homes. The imagery is the perfect mix of inspiration and authenticity and fits nicely into a newsletter campaign that encourages subscribers to vote on their favorite images. TrustedHousesitters features real-time Instagram photos in their conversion emails to engage with potential members, particularly Housesitters. Potential customers are typically drawn to the inspirational pictures of pets and homes within email campaigns, alongside educational messaging about house sitting and TrustedHousesitters as a whole.
Part of the value of authentic content is that it can lift people’s spirits during a stressful time. From weight loss clinics featuring real-life success stories to a roundup of funny pet videos, authentic content can make people feel good when marketers are unsure what exactly they can say directly without sounding out of touch.
Some brands are creating their own events to get their customers engaged. Taubman Centers brings fun to the inbox with Spotify playlists. GrubHub is offering discounts to people that sign up for virtual concerts on their own YouTube channel, promoting the event in email newsletters. The best clips can be used in email as playback to get people to check out what they might have missed.
With a record number of people online, doing a record number of things online, UGC and social media in general, has become an even bigger source of information, communication and entertainment for people. Brands should make sure to spread the love. There’s no reason for social media to be separated from the traditional creative-driven channels like brand advertising and email. The two, when put together well, can enhance authenticity and drive customer loyalty.
Email is the workhorse for many marketing teams. According to a 2019 Econsultancy survey, email is the most effective marketing channel, while social media came in fifth. With sticky subscribers and reliable revenue, email does have a more established value than social media, but social can’t be topped for its engagement factor. Rather than determining a winner between these two channels, these differences offer the perfect case for combining them.
At a time when marketers have limited resources to create new content, social posts and user-generated content can be a welcome addition to email marketing campaigns and newsletters. Email and social media can also be used to cross-promote, creating two sticky channels that drive home important messages. What’s more, while everyone is at home and online more than usual, marketers can get creative with new forms of social engagement over email, too.
Newsletter publishers should take a page from the digital publisher’s playbook, embedding real social media posts into their content to create more engagement. More than one-third of all article pages online now contain social embeds. From popular memes to heartwarming posts, social content adds immediate interest in an article without a lot of heavy lifting. The same is true for email newsletters, where social content can spice up a tired template.
Marketers can start by simply searching Pinterest and Instagram for well-shot images to highlight from customers and fans. ‘Wichcraft, the NYC sandwich chain, shares social posts of customers enjoying their food in their “simplest of pleasures” email campaign, which encourages some fresh air time at lunch. BistroMD uses a real-time Instagram social feed that features healthy meals customers receive as part of their plan. These examples serve as stand-ins for professionally shot content and also add a level of authenticity that’s hard to copy with slick marketing imagery.
The Interactive Advertising Bureau notes that numerous studies indicate authenticity is key for people to trust brands, and UGC is among the top-rated content online. The UGC posted on a marketer’s social channels offers a particularly important element as customers are finding their way through the COVID-19 pandemic. Millions of people are transacting online more than before, and they’re shifting their habits and brand loyalty. It’s better to be a brand that online customers can relate to than to be generic and forgettable.
The furniture retailer Made.com created a campaign in April called “Stay Grounded,” which included a collection of photos from customers’ own homes on Instagram. The photos offer the perfect mix of inspiration and authenticity. Made.com promoted it in a newsletter campaign that encourages subscribers to vote on their favorite images. The online pet- and house-sitting site TrustedHousesitters features Instagram pictures in its conversion emails to engage with potential members, particularly Housesitters. Potential customers love the inspirational pictures of pets and homes in their email campaigns, which they pair with educational messaging about house sitting and info about how TrustedHousesitters works.
Now is the time to sign people up for, well, everything. Customers are open to new online experiences in 2020, and it’s important that marketers give that to them. Many email templates fail to offer the very basics in cross promotion.
The email footer is the easiest place to start. For example, West Elm has a nicely designed email footer with links and icons for each social channel where fans can follow, like, and share. Even better is when brands build social calls to action within the email itself or when special social instructions add more engagement. For example, L.L.Bean doesn’t ask people just to sign up for its social channels but also to add the simple but effective suggestion to “Share Your Adventures” with #BeanOutsider.
It’s also important to add email newsletter sign-up links to relevant social media posts. Marketers can repost elements of their newsletter to promote it on Instagram, for example, with a link or call-out to get more content by signing up for email.
Social and email can also be used together to promote online events or to drive engagement in brand-new ways. Since the start of the pandemic, many marketers have had to get creative to add ways to engage with customers virtually, and email and social media can help. For example, Taubman Centers adds some extra fun to subscribers’ inboxes with Spotify playlists. GrubHub offers discounts to people that sign up for virtual concerts on their own YouTube channel with promotions in their newsletters.
This unusual time will not last forever, but people’s habits will be changed forever. Now is the time to make an extra effort to capture new subscribers and create new ways to engage. Marketers also have a unique opportunity to forge new relationships online, when people are craving authenticity and something new. The unique value of email and social media marketing combine to help marketers make these important connections.
Great email marketing isn’t a one-way street. It’s a two-way conversation between your brand and your customers, held in the privacy of the inbox. You’re probably great at holding up your end of the conversation, but where’s your customer’s voice in your messages? You can make it heard when you add customer content, like reviews, ratings, winning entries, customer images, social media comments and images.
There are myriad reasons why user-generated content can help you create more engaging, more effective email. Consider these as just a good starting point:
Start with your user groups and social media channels like Instagram, Pinterest, Facebook and Twitter. Look at review platforms like Bazaarvoice, Qualtrics and Medallia for a steady source of customer content. But the best source is the same as it ever was – your pool of customers. Just ask them!
The best part is that including more UGC doesn’t have to mean a lot of extra work for your creatives and coders. In fact, it can even save you time and effort; crowdsourcing content can mean your team spends less time brainstorming and producing it themselves.
One simple way to streamline customer content curation is the implementation of an automated feed that sweeps up customer content from your website, social media channels and independent sources and then serves it in dynamic content modules in each email.
It takes some advance work to set up rules to filter out irrelevant or unwanted content, as we explained in a recent blog about adding user reviews to emails. Once you get those in place, you just need to keep an eye on the feed and adjust it as needed.
1. Keep it real. Today’s hyper-aware consumers can spot fake sentiment in a flash – and they’ll hold your brand’s feet to the virtual fire if your message strays too far from your brand identity.
2. Keep it reliable. Reviews are popular because people love to express their opinions. Many customers refuse to buy unrated products. But consumers also are getting more worried about fake reviews. A BrightLocal study found 92% of consumers ages 18-34 said they spotted fake reviews, compared with 59% of older consumers (54+).
3. Keep it relevant. Automating a social media feed cuts your email prep time, but you must keep an eye on it to make sure the selections you include are relevant to the brand and support your email’s objectives.
It’s not hard to find good examples of brands that have figured out how to feature customer content in their emails. That’s good because it means brands are finally seeing the value of letting their customers do their marketing for them.
But it also means that including customer content is becoming a differentiator among brands. In other words, if your customers don’t see themselves now in your messaging, they might go find a brand that does.
Below are three uses of customer content:
1. The Body Shop
This promotional email shows how to use customer content to sell a product. It draws a direct line from the product to a related customer review to the buy button. The review softens the hard sell but can still nudge customers into acting.
This email makes us feel warm and happy all over; and not just because PetSmart achieves an entire cat-carrier full of goals with this email:
Besides, it’s packed top to bottom with kitty and doggy pictures. What’s not to love?
Reviews and ratings are standard fare for travel companies, but they’re also an area where customers are becoming skeptical about fake reviews. TripAdvisor addresses that by adding a human touch, incorporating a real headshot of each featured reviewer to add authenticity to each commentary.
Want to see more? MailCharts curated a group of consumer emails featuring 15 premier brands at the top of their game. Each incorporates customer content differently to achieve different goals. Check it out for even more inspiration!
Much of digital marketing is about trying to break through the noise and stand out in the crowd. Content marketing – creating content that consumers want to engage with – is a significant focus in B2C industries, but it doesn’t stop there. Offering valuable content is just as important for B2B marketers, and finding effective ways to grab the attention of potential and current clients can have a big impact on your bottom line.
But just because we know it’s important doesn’t mean we do it effectively. The struggle to connect – really connect – with our audiences is a pain point for many organizations, and customizing the ways we communicate to best fit our brands and the people we’re trying to reach isn’t an easy task.
Liveclicker’s LiveSocial experience – now featuring the ability to add real-time LinkedIn posts, as well as Twitter, Facebook and Instragram, right into your emails – makes sharing the excellent content you’re producing simple, and enables you to amplify your social messages while engaging your audience and connecting with their networks. Now, drawing attention to your brand, spreading your message, and generating quality leads can be as easy as one, two three. Let’s review.
Step One: Create Valuable Content
By now, most companies have realized that content marketing is one of the most effective ways of grabbing prospective clients’ attention. Where marketers fall short, however, is creating content that’s actually valuable to consumers. If we’re all “content marketing,” it takes something special to stand out from the crowd. Many pieces of content are just thinly veiled product marketing campaigns. Taking the selling points of your product and formatting them like a blog isn’t engaging or helpful to the consumer, and it won’t be an effective tool for lead generation.
Consider this: The average customer makes it more than halfway through the buying process – about 70% of the way – without ever contacting a sales representative. Imagine that. Potential customers are doing their due diligence before ever contacting a member of your team. What kinds of information are they going to find? Will it be valuable, engaging, and relevant? Will it have actionable steps they can take to grow their business or skills? Will it position your brand as the expert they need to consult, or your product as the solution to one of their pain points? Showing your company’s value through blogging, social media, or other forms of storytelling is incredibly effective – if there’s also something in it for the consumer.
Step Two: Spread your Message
Producing stellar content is just the first step. Once you create it, how are people going to find it? Research by Google and Millward Brown Digital found that 71% of B2B researchers start their search with generic terms. Therefore, focusing on keywords, SEO, and being the answer to people’s questions is key, along with making your content accessible in more places. Enter social media.
LinkedIn is, without a doubt, the most valuable social network for professionals. According to research from HubSpot, LinkedIn is 277% more effective at lead generation than Facebook and Twitter. LinkedIn users are often high-level decision-makers, with 91% of executives ranking LinkedIn as their go-to for professionally relevant content. Nearly half of all B2B consumers research vendors by looking at their LinkedIn profile. There’s a huge opportunity for companies to leverage the power of LinkedIn to spread their message and generate quality leads.
Step Three: Keep Credibility at the Forefront
For consumers, it’s not just about finding the content. It’s also about trusting the source. That’s where the true power of social media comes in. A study by LinkedIn revealed that 44% of B2B consumers found potential vendors by looking at shared connections on LinkedIn. People are more likely to engage with content shared by someone they trust than with a brand they aren’t familiar with, and more likely to trust the opinions or reviews of a friend than they are the curated message of a brand. Crafting your message and putting it in a place where your biggest fans can easily access and share it allows you to control what’s being said about your brand while taking advantage of the trust those people have gained within their networks.
Step Four: Bring it all Together with RealTime Email
At Liveclicker, this is on the forefront of our minds, and that’s why we’re excited that RealTime Email empowers you to embed a live feed from your LinkedIn profile right in your email marketing messages, making it easier than ever for your recipients to access and share the quality content you’re producing. For prospect newsletters, for example, you’re giving potential clients direct access to your best content, making it easier for you to control the message of your brand and the information they may find about your solutions.
By giving your clients easy access to your up-to-date LinkedIn feed and its social sharing options you’re able to not only strengthen engagement with them, but also leverage their networks. It’s a win-win for everyone involved, and that’s the purpose of content marketing.
If you’d like to learn more about Liveclicker’s LiveSocial experience in email, please let us know!