Top 5% of Amazon UK Sellers - 5 Ways to Remove Negative Customer Feedback

Top 5% Amazon UK Sellers – 5 Ways to Remove Negative Feedback

By pure accident a colleague & friend stumbled across a market place article written by Market Place Pulse whilst on their lunch break. The article highlighted one of Relton Associates clients as being in the top 5% of Amazon UK sellers. In fact, they’re probably in the top 2%, and as you can imagine we were very pleased!

The article based it’s findings on a tool which ranks on two main factors; Sales Volume and Customer Feedback. You can read more about how we achieved sales volume in the case study: ‘From Zero to e-commerce Hero’. But if you want to find out how we manage the customer feedback then read on…

5 Ways to Remove Negative Customer Feedback

Amazon Best Seller - Top 5%

Amazon Best Seller – Top 5%

Naturally giving excellent and speedy customer service is key, but many of the negative company reviews can be removed from Amazon, if you know how. Better still, many of them can be removed within 3 clicks. Here are the top 5 Ways to Remove Negative Customer Feedback (or neutral):

  1. A review is about a ‘product’ and not your ‘service’
  2. The review is relating to price and not your service
  3. The review is only one word
  4. Reviews that make no sense
  5. The review incorporates a link or contact information

There are more examples but you’ll get the point. Just as importantly they are often dealt with swiftly by Amazon. I know, Amazon and swiftly don’t always go together! In this case however, it’s simply about knowing their systems and how to use them to ‘your’ best advantage.

At one time, when our customer feedback was as low as 92% for our amazon.fr (France) store, we turned it around to 100%. We turned this around within a week. This shows how important it is to address negative feedback and not to ignore it or think it’s too bad to turn around. You can turn it around.

In a blog article last year titled ‘The 3 click Amazon Feedback Secret that all top performing stores share’ we highlighted 80% of stores feedback that was languishing beloe 95% could be rectified.

If you would like to discuss your Amazon account with Relton Associates us the Contact Us page to get in touch…speak to you soon.

 

From Zero to e-commerce Hero case study

From Zero to e-commerce Hero case study

In a recent case study, ‘From Zero to e-commerce Hero’, Relton Associates highlights the e-commerce success of one of its top clients. Projected to comfortably achieve an impressive annual turnover of over £1m from just £11Kpa from it’s online web portfolio this year.

The case study walks you through how it was achieved and some of the strategy behind the success. It includes European expansion, Market Places like Amazon & eBay, and some innovative postal solutions to streamline internal warehouse processes.

Automation is another key contributor within the case study. Ensuring the web portfolio is efficient and free from human error as possible.

And….There was no large cash injection either. Find out more by reading the From Zero to e-commerce Hero case study here

Paid for Social Media Analysis Tools Picture

Top 3 Paid Social Media Monitoring Tools

Top 3 Paid Social Media Monitoring Tools

If you are thinking about investing in a social media monitoring tool, it can be hard to determine which is best for you. Below in our Top 3 Paid Social Media Monitoring Tools article we’ve listed three different types of paid-for tools that could help you maximise your social media status. This is the sequel to our 6 Free Social Media Monitoring Tools article. They all offer a free demo so you can try before you buy.

Sysomos

Sysomos prides itself on being an all-inclusive social media analytics tool, breaking it down into 5 key areas: research, listen, curate, engage and analyse. They claim to be “The world’s largest independent social intelligence platform” and have a broad client base including Porsche, NBC Universal and Heineken.

Now they don’t offer a price list on the website and so you need to speak to them with your budget in mind before you know how much you’ll pay. They do have multiple tools within their offering so depending on your needs, you may not have to pay for the whole package.

Sysomos MAP is their research platform, where you can view analytics for Boolean search queries relevant to your business from across the web.

Sysomos Heartbeat is their social media listening platform, where you can view mentions across multiple social media networks as well as forums, blogs and news sites.

Sysomos Expion is their social campaign manager, where you can schedule content calendars and engage with your audience directly.

Sysomos Analytics is their paid marketing analytics tool. This tool monitors the success of paid ad campaigns in real-time across multiple networks.

Sysomos Scout is their specific Facebook insights platform, pulling in all the data you need from your Facebook pages and managing it all under one roof.

Lastly, Sysomos Gaze is their visual marketing tool, pulling in analytics from images and video content.

Sysomos has a lot to offer and multiple tools to pick and choose from. All these tools certainly have their uses, and those with a big budget may like to have everything in one place. However, for those with lighter pockets, you might like to combine some of the Sysomos tools with some other free ones.

What we like: Analyses and gives insight into almost everything on the web which is relevant to your brand. Having everything in one place makes it very easy from a workflow perspective.

What is missing: Some social monitoring options are available elsewhere, some even for free. For example, Facebook insights vs Sysomos Scout and Hootsuite vs Sysomos Expion.

Sysomos Social Media Monitoring Tool

Sysomos Social Media Monitoring Tool

(Image courtesy of https://sysomos.com/products/heartbeat)

Brandwatch

Second place on the list of Top 3 Paid Social Media Monitoring Tools out there is Brandwatch. Brandwatch does not have the plethora of services that Sysomos offer, instead it focuses on two main areas of social monitoring: social listening and finding your target audience. This is certainly not a one-stop-shop platform for social media monitoring and you will need to use other tools in conjunction with it. Similarly to Sysomos, Brandwatch does not offer a price list but they have three tiers of plans with varying data access rights. The plans are based on number of mentions starting with 10,000 then jumping to 1 million and finally unlimited. Their current client list includes top brands British Airways, Sky and ASOS.

Brandwatch Analytics can track social media campaigns, offer competitor benchmarking, influencer identification and outreach, market research and reputation management. They seem to place most emphasis on finding influencers and reputation management which is great if you are a controversial or highly talked about brand. Their reputation management tool allows you to set up queries to pick up on important topics and you will be sent alerts immediately so that you don’t miss anything important.

Brandwatch doesn’t offer much in the way of scheduling or engagement from the platform, so another tool will be required to manage the day-to-day social media conversation as well as campaigns.

What we like: Uncomplicated and visual reports which are great for sharing with the wider business, one of Twitter’s official partners with access to the Firehose, historical data.

What is missing: No ability to manage social platforms from within the tool, no data for forums, blogs or news sites.

Brandwatch Social Media Monitoring Tool

Brandwatch Social Media Monitoring Tool

(Image courtesy of https://www.brandwatch.com/brandwatch-analytics/)

 

Hootsuite

And…Number three on the list of Top 3 Paid Social Media Monitoring Tools  is Hootsuite. Featured in our Free Social Media Monitoring Tools blog post, Hootsuite is a social media monitoring and engagement platform where you can manage all your social media accounts from one dashboard. As with Brandwatch, you will need to use other tools to discover deeper data about your social media presence.

The free plan has it’s limits so venturing into the paid plans unlocks a lot of other features. The plans are split into four and are priced based on the size of your business.

Professional £7.99 per month (1 user)

The professional plan offers users 10 social profiles to monitor on the system, along with content scheduling, content suggestions and real-time analytics.

Team £27.99 per month per user (1-5 users)

The team plan includes everything in the professional plan, bulk scheduling, customised analytics, a little bit of training and up to 20 social profiles.

Business £69.99 per month per user (5-10 users)

The business plan includes everything in the team plan as well as analytics exports, priority support, more training and up to 50 social profiles.

Enterprise Contact for pricing (10+ users)

Hootsuite say “Hootsuite Enterprise empowers large teams, departments and regions to drive results by safely and securely scaling social media across their entire organisation”. It seems you need to give them a ring to find out what this actually means in terms of features.

What we like: As with the free option, we like the ability to manage all your social media accounts in one place. Data exports are great, but only available on the more expensive plans.

What is missing: Hootsuite isn’t offering the vast volumes of data the other tools can provide.

Hootsuite Social Media Monitoring Tools

Hootsuite Social Media Monitoring Tools

(Image courtesy of http://signuptoday.hootsuite.com/pro-gbr-eng-br-pplans/)

 

If you would recommend any other paid social media monitoring tools, let us know in the comments!

Digital Recruitment for Corporates

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5 Reasons why large corporate businesses struggle in the digital world The digital world is a funny old place that attracts a funny old bunch who enjoy working in it (and I include myself in that). Those funny people I would argue love playing, testing, creating and…failing, only to get up, brush themselves off and […]

Find out more about 6 Social Monitoring Tools

6 Free Social Media Monitoring Tools

6 Free Social Media Monitoring Tools. The internet is awash with social media monitoring tools but most of them are quite costly. The paid tools do give a much more in-depth view of your social media standing than the free versions, but the free tools have some good insights to offer too. When measuring your social media success, engagement is your key KPI. This includes likes, follows, shares, mentions, video views and clicks, to name but a few. Depending on your goals, you may have other non-social KPIs such as traffic referrals, conversions and page views which will be available through analytics tools, such as Google Analytics. Here is a list of our favourite free social media monitoring tools that can be used alongside your website analytics to give you a rounded view of how well your social media is performing.

1. Facebook Analytics

Facebook Insight gives you useful information about your fans, engagement and reach.

Facebook Analytics

Facebook insights have come on leaps and bounds over the years and is now full of useful information about your fans, engagement and reach. You can only view data from the last 28 days on Facebook but there is a handy export button where you can view the raw data for the last six months.

What we like: Export function, post engagement information, fan demographics

What is missing: More detailed information on your fans and what they like, most engaged users

2. Twitter Analytics

Twitter doesn’t seem to shout about its analytics offering but it does contain some useful information. Along with the standard engagement and reach metrics, it also shows you who your most influential followers are. This is really helpful when building your outreach programme.

What we like: Top tweets, conversion tracking, Influential followers, export function

What is missing: data beyond the last 28 days, more information on followers

3. Hootsuite

Manage social media much more efficient with Hootsuite

Add all your social media accounts to one dashboard and manage them from one place.

Hootsuite has been around for a long time and there is a good reason for that. The primary benefit of using Hootsuite is that you can add all your social media accounts to one dashboard and manage them from one place. This makes managing social media much more efficient as not only can you monitor the accounts but you can engage with them from one place too.

What we like: One destination for all your social media accounts, monitors social media mentions, generate reports from social analytics and export them as PDFs

What is missing: A lot of the options are only available if you upgrade to a paid account so you can only get basic monitoring for free.

4. Tweetdeck

Tweetdeck - free tool for Twitter management

Manage your Twitter account for free with Tweetdeck.

As the name suggests, this free tool is for Twitter management only. It is very similar to Hootsuite in its layout, with a dashboard to pull in your streams where you can view your notifications, messages and activity all in one place. You can also use this for scheduling tweets.

What we like: Simple to use, easy to view all activity in one place, create streams for trending topics

What is missing: No insights

5. Mention

Mention - great for when you’re running a big PR campaign

Show you social mentions, web, forum and news mentions – great when running a big PR campaign

Similar to Google Alerts, you set up your account using your brand name and it will pull in all the information relating to your brand. Not only will this show you social mentions but will also show you web, forum and news mentions – great for when you’re running a big PR campaign. The caveat is that it’s only free for 14 days.

What we like: Influencers ranked by authority score, mentions from across the web not just social

What is missing: only free for 14 days

Image from Mention

6. Simply Measured

Simply Measured - your tool for Facebook, Twitter and Google+

The reports cover a range of platforms including Facebook, Twitter and Google+.

Technically this isn’t a free tool, however they do have free downloadable reports. The reports cover a range of platforms including Facebook, Twitter and Google+. If you are interested in the other services that Simply Measured has to offer, you can request a free demo.

What we like: Free in-depth reports

What is missing: Nothing missing but it is a bit of a long-winded, data capture fuelled process to download your free report.

Image from Simply Measured 

 

If you would recommend additional tools for our 6 free social media monitoring tools, then we would love to hear from you and your comments!

Top 10 areas tahat every Search Engine Optimisation (SEO) report should cover

10 areas every Search Engine Optimisation (SEO) report should cover

10 areas every Search Engine Optimisation (SEO) report should cover.

There are 10 areas every Search Engine Optimisation (SEO) report should cover. If you’re engaging with an agency or consultancy like Relton Associates the list below will act as a guide as to what you should expect. Everyone will have a different way of presenting information, but the list below can be used as a quick reference to ensure no crucial areas have been missed.

1. Executive Summary

For senior directors, business owners or chief digital/technical officers, or similar. They will not want to read through 20-50 pages of an SEO report, nor probably have the time. Hence the Executive Summary offering up a snapshot of what needs to be done and the main priorities.

2. Understanding

Confirming back to the client you have understood the brief is critical and stops you missing important areas, which are of particular interest to the client. The consultancy/agency should be sensor checking this from the very outset ensuring they’re on track. The client may have a particular interest in foreign search engines or Social Media.

3. A Plan/Methodology

An explanation of how the SEO report has been conducted and the methodology used. This adds credence to the report as it shows you have gone about the research in an appropriate manner and used the correct tools to draw the correct data required to make sound recommendations.

4. Content

On-page Content addresses the text and the structure of articles and will always make reference to keywords and keyphrases. Additionally, the report should highlight any areas of the website containing duplicate content and recommendations for how to eradicate this. Page titles and image size should be covered amongst many other areas.

Off-page Content addresses the structure of the on-page content and how it is supported behind the scenes. Particular reference will be paid to H tags and META data, it’s structure and how it holistically amplifies your on-page SEO.

5. Technical

Looks at how well your Google Accounts are set up and whether you are adhering to the relevant Search Engines ‘check lists’. It’s important to remember it’s not just about Google (although largely it is in the UK) but also Bing (USA), Yandex (Russia) and other search engines in other territories. Site speed, page load times and responsive design are among many other areas, which should be looked at.

6. Linking

A full SEO report will always assess how easy a website is for users and search engines to navigate. Therefore, it should include a review of the number of internal links within your site and highlight if there are any broken links. It will also look for the number and quality of backlinks coming to your site, which has always been an extremely strong external indicator to search engines of how relevant your content is to the outside World.

7. Recommendations

Each and every section should be followed with a recommendation. A way to address the issues you have and in simple terms that are easy to understand. If you are under performing in an area of SEO then the recommendation should clearly layout what you need to do to go and fix it.

8. KPI’s

If your going to work on SEO you need to measure the success you’re having. How else will you know how successful you are and whether the changes you are making are having a positive and desired effect. A set of KPI’s will support you in doing this

9. Additional Resources

This is one of the most important elements of a report as it provides the ‘tools’ to be able to assist in implementing the SEO recommendations you’ve been given. You can expect a list of priorities so you know which recommendations to tackle first. You can also expect checklists and examples where relevant

10. Appendices

And finally, often formed of reports that have been run across your site and a plethora of xlxs spreadsheets. It can also contain screenshots and reports run that were not relevant enough for the report itself.

If you would like to find out more about SEO reporting then why not Contact Us here. If you have found the above article useful or if you feel something could be added then please feel free to comment below too

Lecturing at University College London about the power of Social Media

Lecturing at University College London & power of Social Media

Lecturing at University College London (UCL) and the power of Social Media

I recently had the pleasure of lecturing at University College London (UCL) and the power of social media was again at the forefront of discussion.  When I asked these simple questions:

  1. 1) ‘who here trusts what they see & read on social media’, no one raised their hand.

I then followed this up with:

  1. 2) ‘how many of you get your news from social media’, almost all of them raised their hand.

With the recent Trump campaign for the US Presidency and the equally feisty BREXIT campaign, we should be under no illusion how influential social media channels have become. Facebook has even stated it will try and weed out fake news which, in my view, is a near impossible task. However, I am pleased to see them acknowledging and addressing it.

BREXIT produced a sensational amount of false news and scaremongering from both sides. Some of the apparent ‘explainer’ videos I saw were literally shocking and President Obama was absolutely right to hold students accountable for finding out the truth and ‘digging deeper’ in one of his many speeches. We are accountable and responsible for finding out the truth, as best we can.

I appreciate one lecture room of 20 students is not the biggest nor most conclusive survey by any stretch. Perhaps more research is needed. However, you cannot dispute that it is a definitive indicator and, from what most of us have seen, probably true of most similar age groups.

We do, after all, tend to believe what we want to believe. If this statement is true, it suggests that if we’re fed news we want to believe, we are more likely to trust it, share it and unwittingly peddle it (sometimes even before we read and fully understood it).

To state what I deem is the obvious: we can create stories online which people want to believe are true and are inline with our brands mission and vision. We can then positively or negatively influence opinion.

Lastly, a brand is not exclusive to just businesses; it is also Nations, Religions and Political Parties.

What do you think?

e-commerce Insights and Expo Olympia London

Blogging for e-commerce Insights

Blogging for e-commerce Insights

Blogging can take up a lot of time, unless it’s about topics you enjoy. I certainly don’t consider myself to be a great blogger as I simply don’t do enough. Neither am I what I would consider a ‘natural writer’. Making time to blog when you have other paid work to complete is a constant internal discussion I have with myself…but I have been doing more blogging for e-commerce Insights as we all as for myself.

Board of Experts for e-commerce Insights

Board of Experts for e-commerce Insights

So what’s changed? The only thing that has changed is I’ve been writing about topics I really enjoy. When you do this it’s suddenly not work at all. So here’s three blog posts I’ve written for e-commerce Insights. e-commerce Insights is part of the e-commerce Expo which is event dedicated to the entire breadth of e-commerce from acquiring traffic to warehouse operations. This years e-commerce expo teas place at Olympia London on September 28-29th 2016

Enjoy the read:

Finding the metrics that really matter: Gold-plated KPIs or vanity fluff – with hundreds of different metrics available, how can you be sure you are using the right data to make smarter decisions?

Single Customer View Cynics vs Believers: Is SCV within reach or a mythical beast? – Wouldn’t life be better for everyone if you could see all your customers’ interactions, across all platforms and devices, in one place?

What does customer experience mean to you? – We ask the experts – Does your brand provide the best customer experience to its consumers?

As a member of the Board of Experts for e-commerce Expo, TFM and Customer Contact Expo you will find me Blogging for e-commerce Insights on a regular basis.

OSCE at Work in Ukraine

SEO round table at the OSCE

SEO round table at the OSCE

Now there’s a couple of more acronyms for you. The Organisation for Security and Co-Operation in Europe (OSCE) held their annual round table in Vienna on May 12th where I presented (via Webex) an insight in to Search Engine Optimisation (SEO).

SEO Roundtable at the OSCE Webex Image

SEO Roundtable at the OSCE Webex Image

This was part of a contract won last month to conduct an SEO audit for the OSCE website, which I have to say I am looking forward to with utter enthusiasm. ‘I bet you say that about all your gigs’ I hear you say? Often I do, but that’s because I enjoy my work, but this digital SEO strategy piece genuinely excites me.

The OSCE is an organisation which is clearly forward thinking where many similar organisations are completely unaware of the ‘Power of SEO’. In particular, the power to influence and potentially change behaviours through informative online articles and content. Eastern Ukraine is currently experiencing unrest on a deadly scale and the digital space is laden with propaganda built to confuse an audience. The OCSE is in a prime position to set the record straight as a recognised official organisation and a ‘go to’ place for reliable and unbiased information.

SEO strategy is built around three main areas:

1. Website Architecture: This is how the website has been built and whether the Content Management System (CMS) itself is able to react to the SEO requirements every website need to be able to promote. The CMS needs to be able to be easily ‘read’ by search engines. It also needs to be user friendly for today: Site upload speeds and Mobile Responsive Designs are just two examples of priorities for Search Engines

2. Content is King: This has been consistent since SEO began. If the content is interesting then Search Engines want to serve this up to the public. Content includes images and video as well as the written word

3. Links: Particularly from Social and the ‘noise’ created by people talking about a subject through Social Media channels. Pretty much all links are valuable but links from Social noise have particular value as Search Engines see this as ‘trending and current’

The OSCE do a great job and helping them to project this online genuinely excites me. The SEO round table at the OSCE is just the first of many digital strategy pieces ahead.

You may also be interested in Social Media & Search Engine Optimisation (SEO) in Conflict

Social Media and SEO in Conflict

Social Media & Search Engine Optimisation (SEO) in Conflict

Social Media & Search Engine Optimisation (SEO) in Conflict

Relton Associates has been supporting NATO and the USMC to deliver Digital training to their various teams over the past year with great success.

First came NATO’s exercise ‘Trident Jaguar’ in spring of 2015 followed by exercise ARRCade Fusion in Latvia in the latter part of the year. Both exercises focused on Social Media monitoring, gathering information and influencing within the sphere of operations.

Using Social Media monitoring tools to identify various conversations, positive and negative, around specified keywords and topics. Here’s some of the reasons why NATO is looking to monitor topics on social media;

  • their adversary will use social media; to confuse the population, spread propaganda and to influence others…and it is crucial you know what is being discussed online, what they’re trying to achieve and gather information
  • to measure whether your intended message has ‘reached’ its Target Audience and whether it has been carried even further (sharing or re-tweets are good examples)
  • to ascertain what topics and conversations are trending and relevant to a population within your area of operations to determine if you want to join conversation or not

By monitoring social media: you are able to identify individuals & groups to influence, message or even just inform, because you have identified a ‘thirst or need for information’.

Early in 2016 Relton Associates has been working with McKenzie Intelligence Services and New Century in supplying training to elements of the Iraqi Military in Bagdad, on behalf of the USMC. In the battle to crush ISIS (Daesh) it is clear social media and influencing online perceptions is critical to the success of the Iraqi Military…an

Iraqi Flag at IGFC training for using Social Media and SEO in the Conflict

Iraqi Flag flying at IGFC – training in Social Media and SEO in the Conflict

d the Iraqi Military is embracing this with gusto.

Relton Associates also supported in training Iraqi Officer’s and troops in Search Engine Optimisation (SEO), Audience Analysis for Targeted messaging, how to use GoPro and other lessons relevant to winning the battle against ISIS (Daesh).

Social Media monitoring is regularly carried out by some of the biggest global brands. Christmas 2015 saw John Lewis use a social media monitoring agency to measure the success of their predominately twitter focused Christmas Advert. Companies are now using Social Media monitoring for various reasons.

Namely to manage Brand Reputation and to measure success of their various campaigns

If you would like to know more about Social Media monitoring why not drop us a line?