Product Review: Testimonial Monkey

It’s the start of 2013 and time to post in the new year with a product review of the slightly oddly named Testimonial Monkey.

I wanted to review Testimonial Monkey for two reasons:

1. Those of you who follow my blog will be aware of the guest posts I write for Unbounce – the landing page specialists. One of the key elements of a when building trust with a user is the testimonial, and it’s something that I look for in a well designed landing page.
2. My wife runs her own business, creating bespoke lampshades and teaching people how to make them (find out more over at Gilhoolie), so I understand the pressures of marketing a small business.
3. Having worked in the real world for quite a few years now – on the agency and client side of the fence – I know that turning your consumers into advocates is no easy task.

Testimonial Monkey is a service designed to help organisations of all sizes gather and share testimonials easily, so it sounds like it might be the answer to our problems, but the $64,000 question is: does it work?

Getting Started

Testimonial Monkey uses basic gamification techniques to help you complete your profile.

Setting up your account with Testimonial Monkey is a simple business. Creating a profile (of which you can have a few) is a simple matter of entering contact details and some basic preference information, and it can be completed in a few minutes. You’ve then got the option of further personalising the service through some additional options, such as uploading a logo, setting your testimonial requirements (do you want to collect job titles, do you want to show all testimonials or just positive ones, etc). It’s easy to use and you’re prompted to complete actions through some basic gamification techniques, such as an account completion progress bar and a list of ‘To Do’ items (see left). They’re a welcome addition,  but I couldn’t help but think that this approach could have been taken further, so that it was a more integral part of the set-up process, rather than an aside.

Once your profile has been set up, you’re ready to send your first request.

As you would expect, Testimonial Monkey provides a number of options for requests: you can send them manually on an individual basis, upload emails in bulk, or – as most will probably do – set up automatic requests.

The individual requests are simply a matter of entering a name and email into a pre-populated form. It’s easy, but for the majority of users will be a last resort, as sending individual requests will become time-consuming. I used it for my testing purposes only. The bulk option allow you to upload a series of email addresses to be used.

In both cases, you can select a questionnaire that will be appended to the email. These questionnaires can be created through the administration tools, and add depth to the data you can collect. Be aware though, the more information you ask a user to complete, the less likely it will be that they will comply. If you want to collect more structured data, it may be worth doing this separately.

Finally, the automatic requests can be configured through the use of a personalised email address created for your account.  This email address can be bcc’d on any email communication you have with your customer. Once the blind copy has been received the system will automatically send a request a number of days later. Like a lot of the integration features available on Testimonial Monkey, its easy to use and set up.

Although it does have the questionnaires, Testimonial Monkey doesn’t have features that some of the competitors do (including the ability to record audio and video testimonials), so you’ll have to make a call as to whether that’s important to you or not.

Sharing your success (or failure)

So you’re all set up and you’ve sent out your first request for a testimonial, even better, you’ve actually got a response; so how do you share it? This is where things can get onerous if it’s a manual process, but Testimonial Monkey covers the bases with a range if options that are flexible enough for most needs.

Testimonial Monkey’s Facebook integration in action.

You get a hosted reviews page as standard, but the flexibility comes with the integration options. Dependent on your package, there are standard connectors for Twitter and Facebook, two or three widgets – including badges – to allow you to display the latest testimonials directly on your website, and an RSS feed for general use.

Each of these can be set up to display testimonials with a minimum rating (so only 4 or 5 star ratings for example) and there are basic theme options available too.

Regardless of the options selected, the integration is seamless, with posts appearing a regular intervals once received. It’s easy to use and requires no further interaction – which is perfect.

Packages and features

As with most services, Testimonial Monkey comes with a range of packages, ranging from Lite to Enterprise.

There is some confusion on the site in respect to pricing, as the Plans and Prices page shows a different set of one-time costs to the ‘Free Trial’ page, which quotes costs on a per month basis. I’m sure this will be cleared up.

Regardless of this, the features don’t really start kicking until the Professional level. It’s here that the vast majority of functionality becomes available. The Enterprise level adds the ability to completely white-label the product, removing the Testimonial Monkey branding that is otherwise displayed throughout (including customer emails and review pages). I haven’t seen the Lite/Essential version working, but without the ability to share via the social networks, it won’t be as useful to the majority of businesses (as they bring social media marketing into their marketing mix).

Does it work?

Yes, overall it does. The set-up is fairly easy to complete and the site does a pretty good job of keeping you on track. The site isn’t perfect, I think it could be slicker and more streamlined in taking you through the initial set up, and it would be nice to have more inline help available at times, but it’s a satisfactory experience.

It would be good to have some better advice on how to use the testimonials you collect. There’s functionality available that allows you to limit the amount of testimonials you publish through each of the channels (five Facebook posts or five Tweets for example) and this is more important than it seems. New users might be tempted to push all their positive testimonials out of the door and into the public limelight, but it is judicious use that is more effective. There’s space here for Testimonial Monkey to be our guide, not just our conduit. This approach is hinted at in the free eBook you receive when signing up and the appointment of a ‘Success Manager’ for Enterprise customers, but it could be more obvious.

Would I recommend it? Would I give them my testimonial?

In the spirit of testimonials, here’s one to finish.

Testimonial Monkey is effective at delivering and sharing testimonials with minimum effort and input. A little more polish on the administration side would help, but it doesn’t detract from what is a well-thought out and focused product. 4/5.

James Gardner, 8th January 2013

Have you used Testimonial Monkey or a similar product? How did it work for you? Have you seen an increase in conversions or responses? Let me know your experiences and thoughts in the comments.

Disclaimer: This is an independent review based on a professional account supplied to me for the purposes of reviewing the service. I have no business relationship with TestimonialMonkey. I have not received any direct monetary incentives or payments, but they have allowed me to keep the account if I so desire for no cost. I don’t need to write this bit, but I think it’s always good to be completely transparent.

Writing by James – The Top 5 Most Popular Posts of 2012

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It’s the end of the year, so alongside the rest of the blogosphere, that means it is time for a retrospective look at my most popular posts of the year. For those of you who have taken the time to read my articles this year, guest posts or otherwise, a heartfelt thanks. I hope you found them useful and informative; I’ll do my best to make 2013 just as productive.

Now, without further ado, the Top 5!

#1 - RE: The Walking Dead – A call to Frank Darabont

When I first wrote this post, it was only intended to vent my own frustrations with the first season of the Walking Dead, but it seems that there are a lot of people who feel the same way. Luckily, my main issue with the series – not enough zombies! – has been answered.

#2 - Scribd – the wrong way to use Facebook personalisation

Unlike my rant at the Walking Dead, this was an article that had some substance beyond the personal. Scribd’s use of Facebook Instant Personalisation hit all the wrong notes and deserved to be pilloried.

#3 - Unfollowing those who don’t follow back? You just don’t get it…

Another rant, this time at the misconception of some Twitter users that you should only follow someone if they follow you back. Poppycock, I say! You should follow people who you think add value, not just for the sake of a followback.

#4 - What is… Groupon

Groupon has had a tough year and is no longer the poster-company for the IPO generation. For those of you who are still unsure of what Groupon is, and what the fuss is about, here’s a starter guide.

#5 - The album that saved my (musical) life

The Pixies truly did save my musical life! They are also a great example of how to use social media channels to reengage an audience, both new and old. Old in my case…

Thanks again, and see you in 2013.

Cheers, James

Why First Contact is So Important

First contact is so important. No, not that First Contact, this isn’t a story about aliens coming to Earth peaceably or otherwise. This is a story about first contact with your brand.

Close Encounters of the Third Kind – meeting a brand for the first time shouldn’t be this daunting

We’d like to think otherwise, but the majority of people make assumptions. and they make those assumptions within the first few seconds of encountering something new. That’s why it’s important to make the right impression straight away; even more so when first contact is made through social media channels. Go back five years and the majority of contact between consumers and brands was at arms length and through traditional media channels. This one-way communication meant that there was a lower expectation from the consumer as to the level of the relationship – there was an acceptance that you (the brand) spoke to them and not the other way around (the only exception to this was through customer support channels, but by that time you’re already a customer). The advent of social media changed this paradigm forever. Now there is an expectation that brands will respond to consumers on their terms, and if they don’t consumers will feel ignored. It’s like going on a first date and having your date sitting in silence looking at the guy on the next table – a real slap in the face.

A slap in the face – the case study

Not me I hasten to add; I’ve never been slapped in the face, although I have had a drink thrown at me (I was innocent-ish). No, this was my first contact with Dollar Shave Club.

Dollar Shave Club is a US-based company that is taking a fresh look at the business of shaving. For a small amount of money each month, they’ll send you a new, simple razor. It’s a refreshing step away from the big brand name razors with all their 7-blade, vibrating, cut-repairing, super shielded, built-in shaving gel monstrosities. I first encountered them through an article online and from there, the Facebook page and their website. Dollar Shave Club have really embraced these platforms as a way to do business, relying on the viral nature of their marketing to spread the word. And, for me, it’s really effective. You can see their video below, complete with swearing, bears and machetes.

As a result of this I was keen to find out more about when the service would be available in the UK, so I tweeted them at @DollarShaveClub. Not just any tweet, but one with a vaguely amusing picture attached (that played up to British stereotypes), I was quite pleased with the result of my efforts. The picture is, of course, the wonderful Terry Thomas (IMDB).

@DollarShaveClub when are you coming to the UK? There's chaps here with bad teeth and 'taches who need razors! #tallyho http://t.co/2Vj448F1—
James Gardner (@bumblearse) August 16, 2012

I sat back and waited for a reply, sure that I would get at the very least an acknowledgement or a canned reply. Nothing was forthcoming, so I left it a couple more days, still nothing. In Twitterland, two days is a massive amount of time, so by this time I was pretty sure I wouldn’t get a reply at all. I was disappointed. It had shaken my faith in the brand. If it had been Nestle or Unilever, I wouldn’t have expected anything, but for a company like this – that lives online –  I did.

Don’t get me wrong, I still think it’s a great idea, and if they do set up in the UK, I’ll be on the list straight away (I’m terrible at buying new blades, mainly because they are so damn expensive). But they lost the chance to create an real advocate.

There’s a lesson here

Yes, there is a lesson here. Any business that goes online in this way, looking to generate sales through their online presence (and that’s just about everybody these days), has to understand that they’ve opened a communication channel. Facebook pages, websites, Twitter feeds; they’re all part of your relationship with customers and potential customers. As such they have to be given the same level of attention as a any other customer support channel. If I phoned my bank and they just decided not to answer my phone, or worse, answered it and then just didn’t say anything, they would be held up as an example of bad customer service; so why is it okay to do this online? The simple answer – it’s not.

If you’re moving your business online and taking advantage of all that social media has to offer (as 90% of US small business are), make sure you don’t make the mistake of  leaving your offline experience behind. Your existing customer support processes are just as valuable now as they ever were. Social Media is just one more channel to add into the mix.

Have you had a similar experience? If you’re selling online, how have you adapted your customer support processes to cope? Has it been a smooth transition, or a 24/7 nightmare? I’d be interested in your comments.

Medmeme: Does an Effective Corporate Website Really Matter?

I now have a new post available at Medmeme.

‘Does an Effective Corporate Website Really Matter?‘ questions whether an effective corporate digital presence really translates into digital success, or whether pharma companies still need to do more to use digital communications effectively for patients and healthcare professionals.

Guest posts now online at Medmeme

Just a quick post to say that two pharma-focused articles are now up at Medmeme.

‘Pharma and Facebook: Gone for good?’ investigates the relationship between big pharma and the world’s largest social network, whilst ‘Two Rarely Mentioned Reasons to go Digital’ looks at the less obvious reasons for moving towards digital marketing: money and compliance.

DoNanza: The easy way to establish your expertise using Quora

The 15th April saw my first article published for DoNanza. DoNanza is an online service that helps freelancers find work, providing a range of tools to help them get noticed by potential employers.

“The easy way to establish your expertise using Quora” covers the basics of using Quora to demonstrate your expertise and knowledge across multiple subject areas, and highlights how you can use this effectively in creating your own personal brand – opening up job opportunities.

As well as the website, you can find them on Twitter or on Facebook.

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From product to platform (why Hipster sucks and Contently doesn’t)

What makes a successful product? It’s the question that people all over the world try to answer, day after day, month after month, year after year. And not just in the technology sector. But at the moment, it’s the technology sector that should be looking hard at itself. The last two years have seen a few so called ‘products’ garner heavy investment from venture capitalists, when, in reality, there has been very little to invest in. Color raised $13 million in Series A funding in 2010, only to fail with its ‘revolutionary’ take on social photo sharing. Hipster had more technology press coverage than if the Pope got caught in a girl’s school gym locker, only to underwhelm massively on launch (yes, they were bought by AOL last week, but since when did AOL make something work?) Jason Freedman’s post from the 8th April highlights some of these issues, and this from the perspective of the start-up.

That’s not to say that there is anything wrong with failing. The ability to companies to ‘pivot‘ their products shows an agility and a will to succeed that is admirable; it is a lesson we should all learn. Both Color and Hipster have done this, but I think we should ask some serious questions when we see the amount of money invested in these products.

What does make a successful product?

The true measure of success is to make the transition from product to platform, that’s where the real money is. On a day that saw Facebook ready itself for a May 2012 $5 billion IPO, we can see the real effect of this transition. Facebook has made the jump from a standalone social network – if that’s not a oxymoron – to a platform upon which many other brands and products depend. From social reading apps to gaming, Facebook facilitates sharing and communication; it provides the infrastructure behind the social in the same way as switches and routers are the infrastructure behind the internet.

They’re not alone in making this transition. Here are some other examples:

Amazon

Amazon started off selling books, plain and simple. But it has evolved into the shopping platform. The introduction of Amazon Marketplace, giving other sellers the ability to sell directly through Amazon to its userbase, was the turning point. Amazon no longer has to source all its goods – although it still does – as it can generate revenue from the transactions that flow through its shopping platform.

iTunes

Steve Jobs took a different approach when building iTunes – he started with the device, the iPod, and used it as the basis for building a closed infrastructure for purchasing music, TV and films. It’s not an open infrastructure in the way Amazon or Steam is, but due to the ubiquity of Apple devices (phones, music players, tablets, laptops or desktop), it doesn’t need to be. Now, being on iTunes is essential for content producers.

Steam

Steam started with Half-Life, the smash-hit game from Valve. Following the hug success of the first game and its expansions, the sequel was launched with the Steam platform baked in: installing Half-Life installed Steam. The reaction wasn’t great at the time, but it was a shrewd move. It’s large initial userbase meant that Valve could now use its platform to deliver games from other publishers, taking that all important percentage cut. This in turn has allowed Valve to innovate: the platform funds game development, including hits such as Portal 2, and allows new business model, such as the one found in Team Fortress 2. Team Fortress went free to play last year, but has its own in-game (in-Steam) marketplace where players can buy additional content (yet another revenue stream). In 2009, Steam was estimated to have 70% of the digital games distribution market.

Google

And of course there is Google. Google’s control of the search marketplace has enabled it to create the most powerful ad platform in the world.

Hipster and Contently

So why does Hipster suck? Simply because they went to market with something that can never make this transition. The ability to create postcards doesn’t make for a platform, just an interesting application of existing technologies. Hipster was built only to be a talent or IP sell – short-term.

And why doesn’t Contently? I believe that Contently has found a niche will allow it to transition – albeit in a limited fashion. In an environment where content is becoming more and more important, Contently is positioning itself as the glue between the content makers and content consumers. By putting writers in direct contact with publishers, they creating a commercial relationship that has legs. If they develop it in the right way – thinking of themselves as representing all groups of content producers, not just writers – they have the opportunity to be come a pivotal service in the new content economy. For me, that’s admirable.

Whether Hipster or Contently are successful in the long-run, only time will tell, but I know who I’m supporting.

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Landing Pages – the unforgiveable sin

This article was republished at Unbounce as a different version with a focus on QR codes (it was edited from the original). This article is included here only for the purposes of showing the editorial process – from first submission to published article. As stated in my previous post, I’ll leave it up to you to tell me whether you think the quiz structure works or not.

Image credit to fuzzysaurus on Flickr

There are many ways to get people to your landing page, but it’s not the channels that you use that ultimately drive conversions, it’s something else entirely. And that’s where many marketers go wrong. You see that guy in the picture above; you don’t want your users to feel like that do you, just because of something you did, or didn’t, do?

But all this negativity, it’s a bit heavy. Why don’t we lighten it up a bit by taking a little quiz? You know the type: just read the questions, decide on whether you would A, B or C, then total up the number of A, B and C’s. It’s just like reading Seventeen magazine again. Just promise me you won’t look down the page to see the answers…

Question 1

You’re sitting in your kitchen having breakfast. You’re reading the back of the cereal packet for the third time in the last five minutes, when you see a QR code tucked away next to the ingredients panel. By visiting the site you can find out exactly how many calories are in a single cheerio. Do you:

A.    Immediately start looking elsewhere on the box for a URL, spilling cereal on the table when you look on the bottom of the packet, then, when you find it, run upstairs to your desktop PC to find out more.

B.    Get your Android phone out of your pocket. Scan the code. Go to the Website.

C.    Do nothing. What is this QR code business anyway?

Question 2

You’re at the store. You’ve got a new box of cereal to replace the one you dropped on the floor during breakfast. Standing in the queue you notice a sign on the counter offering discounts for regular customers, with double-discounts at your local store. All you have to do is check in on their Website. Do you:

A.    Steal the sign surreptitiously when the cashier isn’t looking and run home to check in from the comfort of your home. Then realize you left your cereal at the store.

B.    Take out your iPhone. Go to the URL. Check-in. Get a discount.

C.    Do nothing. Who wants to check-in? Check-ins are for airports.

Question 3

You’re home from the store–and slightly out of breath from the run–so you turn on the TV. An advert for a new, even bigger TV catches your eye, and they’ve got deals for their Twitter followers. The links to their offer pages are right there in their Twitter stream. Do you:

A.    Scribble the Twitter name down on a piece of paper, then hunker down in your home office to follow them on your 32″ widescreen monitor.  Yeah baby!

B.    Pick up your brand new Samsung Galaxy. Fire up the Twitter app. Search for the account. Follow it. Click through to their deals landing page right there on your phone.

C.    Twitter? Why would I want to know what the world is having for lunch?

Okay, that’s it. It’s time to tot up those answers.

How did I do?

If you got mostly A’s:

Okay, those who answered mostly As are online, but missing a big piece of the picture. The good news: of anyone out there, marketers have the most to gain from this audience as it moves from desktop-bound activities to mobile converts.

The way people access the Internet is changing. They’re moving away from a reliance on the desktop browser and moving toward the mobile device. And that change in browsing habits is having a knock-on effect in our offline behavior. We’re much more likely to use mobile devices to inform our purchasing choices, either in-store or in our downtime.

The three scenarios outlined above show just a few of the ways in which smart retailers are using these changes in customer behavior to their advantage. The use of QR codes to connect offline printed media with an online presence is rising and they can be an efficient way to drive traffic to your landing page. There’s no fiddly typing of URLs on a tiny keyboard, you simply scan the code and are taken directly to the website. It’s also possible to brand QR codes with a logo for maximum brand impact.

Using advertising at Point of Sale is also a great way to appeal to a captive audience. By catching shoppers at the point of purchase, you have the opportunity to influence the decision-making process. If a customer is already with you, you want to make sure they come back again. The ability to geo-locate customers through their mobile devices can be used effectively to serve local offers and generate customer loyalty. Adidas successfully used geolocation to support six popup stores in Austria, Germany and Switzerland.

And finally, there’s good old social media. Social networks, especially Facebook and Twitter, are becoming an integrated part of many companies marketing strategies, with the importance of these channels increasing year over year. It’s also true that the a growing percentage of activity on both these platforms is from mobile devices (55% on Twitter, 33% on Facebook). Chances are that, if you’re driving people to your social media presence, there is a good chance they are doing it on a mobile device.

If you got mostly B’s:

Well, you may be preaching to the converted here. These customers are true mobile surfers. They may be part of a growing demographic that accesses the Internet primarily through a mobile device, but for marketers this doesn’t always translate into best practice for campaigns unless their landing pages are optimized for mobile browsing. Take a look at your company’s web presence, whether it’s a campaign landing page or the main company website. Would they work in the scenarios outlined in the quiz?

If you got mostly C’s:

Well. Those who scored mostly C’s are in need of a digital refresher course. But don’t worry, more and more become converted online shoppers and eventual mobile users everyday. Keep trying to engage them.

But what has all of this got to do with landing pages?

There’s a change taking place. The way that people access the internet is changing, and with it, the way that they are accessing your Web pages. Mobile devices are becoming more and more prevalent and we can no longer predict how and where users interact with our brand, so we must be prepared to support every potential channel and engage prospects wherever they choose to engage with our products.

The unforgivable sin for a landing page is a poor user experience. If you’ve done the hard work and directed people to your page but the user experience is a poor one, you’re simply throwing away time, money and effort. Creating a strong user experience, regardless of how the user accesses your page, is paramount. By making sure your landing pages are mobile-optimized, you’re giving yourself a head-start on the road to conversions and revenue. By making it easy for you users to read and navigate the content on your landing page you will increase conversion rates. Leave them trying to read tiny type on a tiny screen and you’re fighting a losing battle.

Don’t be left out. Engage the customers who choose B.

Stop tweeting, start listening

Image courtesy of dangermain on Flickr

This week I attended the Ogilvy Keynote as part of Social Media Week in London. It was a good keynote, full of valid, open discussion around the topic of ‘Socialising the Enterprise’, with contributions from IBM, Ford and American Express. But that’s not what this post is about.

It’s not about chips either, but bear with me, it will make sense eventually.

At the end of the keynote, I was prompted to tweet the following:

Ogilvy keynote just finished. Main thought – people should stop tweeting and start listening… lots of good discussion—
James Gardner (@bumblearse) February 14, 2012

What was it that possessed me to make my feelings known, apart from the bloke next to me who spent the entire hour and a half on his iPhone? Simply the fact that if we are not careful, we will be so distracted by technology that it will become our master, rather than our tool. If we as individuals are to make the most out of these gatherings here’s a few reasons why we should think about not tweeting (or posting, I’m social-media-network-agnostic)

1. Tweeting is a distraction

We like to think that we can multi-task, but it’s really not true. By tweeting your way through a presentation you’re not giving it your full attention. If you’re going to make the effort to attend, make the effort to participate fully.

2. Random quotes with no context have little value

Culture eats strategy for lunch. Period. #CorporateComms #smw #Social_Media #Business #enterpreneurs—
Tosin Lanipekun (@toscobot) February 14, 2012

Just because someone said something that sounded good at the time, like “culture eats strategy for lunch”, it doesn’t mean you have to repeat it verbatim (or in text-speak) to your followers. 140 characters is not enough to provide any context to what is being said and it just comes over as a bland statement. If I said “long ones are better than short ones” whilst eating a plate of chips, would you tweet that? Why does culture eat strategy for lunch; that’s what people want to know. Which brings me neatly to…

3. Don’t just repeat, think

If you’re attending an event and you’re lucky enough to be in the audience, and even better, the event is really turning out some valuable learnings, don’t just regale us with quotes, give us your opinion. Step back for a moment and think about how those learnings affected you, or your business, or your understanding of the subject. Think about it and then tell us why it should matter to us. It’s too easy to just take what others say as gospel, especially when they are sitting on a stage – don’t fall for it, you matter just as much.

Don’t miss the opportunity

Social Media gives us the ability to communicate. When people communicate we can achieve amazing things (see the Arab Spring for details). However, it’s good communication that we need, not communication for its own sake. Let’s make sure we think before we speak (or tweet), not just for our benefit, but for those that are listening too.