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Digital Strategy, Digital Transformation, Music, Product Management
Update 16 January 2018: Earlier this week, Facebook confirmed it will be rolling out changes to its news feed algorithm and is going to reduce the weighting that applies to Pages from brands (and bands) and increase the weighting applied to posts from your friends. This is likely to decrease Page engagement significantly, one article is suggesting that it may reduce reach, clicks and engagement by 80%. With that in mind, it’s now even more important to ensure you have your own space for engaging with your fans. Read on for our thoughts on how you can work to develop your own first party fan data.


Any digital marketing agency or digital marketing consultant will tell you that promoting your music online looks very different in 2017 to how it did in the year 2000. Where then, you had your own website, maybe a MySpace page (remember those?!) and had fans subscribe to a mailing list that actually sent cards through the post, now, it’s a little bit different.

Fast forward, and it’s likely that where you now interact most with your fans is through Twitter, Facebook or some other social media platform. These platforms are great, and you should continue to engage with fans there, but they come with their own set of risks.
 
Running the relationship with your fans through a 3rd party like Snapchat, YouTube or Twitter may seem like a good idea because you don’t have to worry about running the technology and they are ubiquitous platforms that most of the world is connected through, but you shouldn’t rely on them in isolation. 
 
Here’s why…
 
Using that 3rd party tool means that Facebook or Twitter (or Tumblr or whichever social network you are connecting through) are the ones who have all the control. They hold all the playing cards and all the leverage and they can make changes at any time and for any reason with no warning. They are the ones who ‘own’ the customer data and they use that to make money from advertisers. But what if they decided to make money from people who host brand Pages or accounts (like the ones that you setup for your artists) as well?
 
Just recently we’ve seen an example of how this might play out in a test that was run in Sri Lanka, Bolivia, Slovakia, Serbia, Guatemala, and Cambodia. Facebook made a change to their platform in these countries, separating out the posts in the news feed that come from brand Pages and moving them into a separate feed entirely. This didn’t bode well for those pages as they saw interactions on their posts fall significantly
 
There was speculation that Facebook planned to make the owners of the pages pay for the privilege of then getting back into the main news feed. The company has said they currently have no plans to do this en mass but that doesn’t stop them from making changes in future that impact whether your fans see your content.

So what’s the solution?
 
Diversify. Continue to talk with your fans through those platforms but simultaneously develop your own 1st party fan data.

Development of 1st party data is one of the main things concerning marketers from all industries at the moment – almost 3/4 of marketers surveyed have said that 1st party data provides the greatest insight into their customers and of those, 81% say they use 1st party data to get greater return on investment (ROI) from their customers.

Just what is 1st party data?

1st party data is information that you collect yourself from your fans. It typically would sit somewhere within your own technology stack, sometimes using a Customer Relationship Management (CRM) tool. You can get pretty fancy with how you maintain and collect it, but essentially it boils down to being information that you collect and you own. Since you are collecting it yourself, direct from your fans, it is deemed to be the most accurate set of data.

You can do this via your own website, a property that you control and can update on your own terms. This allows you direct access to your fans, where you own the data and don’t have to rely on 3rd party platforms for feedback on what they think of your new music. Once you own that relationship, what you do with it and how you communicate with them is up to you (within the realms of the law of course).

In this way, you can continue to communicate with your fans via social networks but are also secure in the knowledge that if one day those platforms make a change that removes your ability to talk with your fans, you have an alternative means of engaging with them. It’s the technological equivalent of not putting all your eggs in one basket. 

The diagram below shows how you can collect your own 1st party data, collect 3rd party data from the social platforms you are already using, and generate a bigger picture of who your fans are and how you should communicate with them. For example, you may have a fan who likes you on Facebook, has signed up to your email newsletter but you can see has yet to purchase tickets to your next gig (using email address as the common identifier). This then would allow you to send an email to this person that is more effective than sending a blank “ticket sale” reminder email to your entire database.

Customer Management for Musicians
As a clever person once said, knowledge is power and the more you can talk to your fans, the more you know, and the better your relationship with them will be. So don’t be beholden to Facebook news feed changes and find yourself an alternative means of communicating with your fans.

Main photo credit: Photo by Jesse Darland on Unsplash
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Digital Strategy
Website user experience is very important regardless of your industry. Research has shown that 88% of users will abandon a site that does not have a good user experience (Source: InvisionApp). 
 
But what makes a good user experience? There are some core principles that always apply, regardless of who your audience is. With that in mind, I decided to take a look at what those principles are and do a little case study.  UX is just one of the areas you should be investigating as part of your music marketing plan. It’s important because when you are trying to promote music online, if your user experience fails, your fans will abandon their purchase, leaving you missing out on revenue.
 
This year has seen the return of British pop group STEPS, and it’d be fair to say I’m a little excited about that, so I decided to use them as the basis for this months case study. As this is just an example, the objectives below are purely placeholders for the purpose of this review.
Core Site Purpose: Drive users to purchase or stream their music
Secondary purpose: Drive users to purchase tickets to concerts
 
In not surprising news, their return has had a pretty big impact on their website traffic:

Website Traffic Going Up

I love graphs that look like this, but the question is, they’re driving people to their website but is their site optimised to make the most of that traffic?

Let’s explore the 5 main areas that would impact and improve their site user experience:

  1. Responsiveness
 
51% of web traffic is now from a mobile device (Source: GS Stat Counter), so your site should be optimised for users to browse on that device without having to pinch and zoom. Sadly, the STEPS site is non-responsive. Now, while a lot of STEPS fanbase are likely (at least) in the 25+ category, that doesn’t mean we’re so old that we only browse websites via desktop. Making the site responsive will reduce their bounce rate, and get more people listening to their music.
 
  1. Ensuring your users are always sent somewhere useful
 
Linked to from their secondary menu, the band have a link to an audio player – which is an awesome idea – but unfortunately it takes the user to a ‘page not found’ error 😔 Making for sad steps fans all over the world. The lesson to be learned here is first to make sure you have a custom 404/page not found page and also that you put some useful content on this page. Direct your users back to something they’ll like or that drives to your primary goal.
 
  1. Have a link that drives to your primary objective above the fold
 
If trying to drive music purchases or streams is the main idea, make sure you give users the option immediately when they hit the screen. Don’t make your users look hard for your main goal, make it easy for them. Develop your content hierarchy and use tools like contrast, size and colour to assist users in determining what the most important action on the page is.
 
  1. Keep users within your world
 
Rather than driving users away from your website, give them as much of the experience they desire right there within your own domain. Don’t link off to your social channels too heavily as this will only drive users from your website. One way to do this, and help achieve the primary objective listed above, would be to add a Spotify streaming embed within the website. 
 
The music business has changed since STEPS disbanded in 2001. If you take Lisa from STEPS word for it, the internet wasn’t around 15 years ago. I’ll give her a little creative license with that, though it’s not quite true (if you want to know more about how the internet has changed in the past 20 years, check out our ‘What Is Digital Strategy’ video on YouTube). 
 
Nowadays, streaming is important, making up 51% of revenue for the music business in the USA (Source: RIAA). For STEPS to drive those streams from an audience, which, let’s face it, is on the top end of the millennial scale, you need to make it as simple for them as possible. So embed a Spotify player and let users stream direct from the website.
 
  1. Take an Agile approach, and test and roll and test again
 
One of the joys of the internet is the ability to test out changes and see real time impacts, so generate your hypothesis, make an incremental change and monitor the results. Make sure you’re not changing too many things at once, and that you allow your changes to get to ‘statistical significance’, which is a fancy way of saying that you should let enough users interact with the change to make sure you’re not getting results based on a small subset which may have behavioural anomalies. 
 
These 5 main areas are principles that apply to your User Experience regardless of what your industry is, or who your audience is. Always put yourself in your users shoes when you’re designing your site. Don’t be afraid to ask them for feedback – no one knows what your users want more than your users themselves. Then run a Net Promoter Score poll to help determine how the site is improving over time.
 
Now that you’ve done all that, reward yourself with a listen to STEPS latest single:



Lead image from UX Mag.
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Digital Strategy, Emerging Technology in Advertising

In the 4th quarter of any year, as the end of financial year looms, all businesses find themselves in a similar position. Tracking how they have performed against their goals:
 

– Did they make their yearly revenue?

– Did they reduce their marketing costs?
– 
How effective was their marketing effort?
  

The end of financial year is the perfect time to reflect upon what worked, what didn’t and what your plan is for your digital strategy in the year to come.
  

Start With A Stock-Take

Before you begin, first stop and take stock of your inventory. What do you have remaining to sell? What is likely to go out of season? Are there new versions of a particular product that are likely to come around soon?
  

Once you’ve identified what you have to sell, it’s time to use all your data from the past year to identify potential customers.
  

Segment Your Customer Database

Rather than going ahead with an EOFY Sale (End of Financial Year Sale) that is a mass campaign, you’re best to segment your customer data and focus on what specific customers may like to buy.
  

For example, if you have customers who in the past have purchased a sterling silver bracelet, and you have inventory of sterling silver earrings, this may be a great time to create a campaign that shows off the complimentary products.

   

Go Multi-Platform

Now that you have your inventory and audience sorted, you’ll want to make sure that you’re reaching those customers through multiple platforms, not just one.
  

Using the example above, that may mean:
  

– Creating an email newsletter

– Setting up a Facebook Retargeting campaign

– Running a Google Shopping Campaign
  

Make sure to plan your digital marketing before you jump right in to ensure that you’re spending your money in the right places to get the right impact.
  
  

Batch It Up

Sometimes the biggest problem that small businesses have is finding the time to create a digital strategy or set-up campaigns. If that sounds like you and you don’t want to outsource the problem, our advice is to ‘batch it up’.
  

Set aside a few hours every week to plan out and setup your campaigns. Doing it in a fixed timeframe every week makes you more likely to make significant progress weekly than if you are trying to fit it around other tasks.
  

Finally remember that though the end of financial year gives you a great opportunity to reach out and speak with customers about a sale, you should be talking to your customers consistently throughout the year – devise a plan that works quarter by quarter.

 


 

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Emerging Technology in Advertising
WITH over 39,000 real estate agents and companies in Australia, it’s important you’re doing all you can to stand out from the crowd and be seen when customers are deciding they want to sell their property.  

But beyond the traditional approach (billboards at train stations and flyers through the door), how can you use online advertising to get the best return on your marketing investment?  

One of the great things about new technology is the wealth of data and information that it gives you access to. Using this information you can target your advertising to particular users, reducing cost on ad-wastage and ‘lasering in’ on those who are most relevant.  

Finding Customers Who Know They Want To Sell  

In the first instance, it’s wise to setup a traditional Search Engine Marketing campaign to capture those customers who are already in the mindset to sell. You need to make your campaign as specific as possible and ensure that you have a landing page created just for it. The messaging in the campaign should link all the way through.

For example, say you are a real estate agent in Surry Hills in Sydney, your campaign may look like:  
Target Keyword: “Sell My Property”  
Location: “Surry Hills, Sydney, NSW”  
Target Details: People In My Location  
Ad Unit Messaging: Sell Your Property In Surry Hills Download Your Free Surry Hills Price Guide  
Landing Page: Download Your Free Surry Hills Price Guide -> Enter Your Email Address To Download  

In the instance above your campaign is very specific and the messaging is consistent throughout. Rather than running a campaign that ends at your website homepage (which is very generic), this instead will get you a good AdWords Ad Quality Score – which is what Google uses to determine in which position to show your ad.  

Finding Customers Who Don’t Know They Want To Sell  

The trickier part is finding those customers who are not yet in the mindset to sell. This is best done by using demographic and behavioural data and interests to target customers.  

A Facebook Example:
Setup your Facebook advertising campaign with a Brand Awareness objective that targets those customers who have recently updated their relationship status to “Engaged” or “Married” – there’s a high chance those customers are looking to move house and sell their existing house.  

Alternatively you could setup an ad that targets a lookalike audience to existing pool of vendors by uploading your existing customer list and then creating a Lookalike Audience based on it. Facebook will match the details and information it knows of your existing audience and find people who are similar to it.  

An AdWords Example:
Similar to Facebook you can create a Lookalike Audience to your existing audience and target ads to it. We would also recommend that you use the Demographics and Interests targeting to find those customers who have an expressed interest in real estate or home decor.  

Remembering That Selling A House Is A Big Decision  

Unlike buying a new pair of shoes, selling a house is a huge decision and isn’t something most people enter into lightly. For those who were not already in the mindset of wanting to sell, you should ensure that you have Remarketing campaigns setup and ready to keep your brand front of mind with those customers who saw your initial ads and came to your website.

Use content to bring people along the purchase journey rather than expecting one ad unit is all that is required!   There are a tonne of campaigns you can run using the data that is available to you, making it the most targeted campaign possible – resulting in finding you more vendors who want to sell their properties.
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