As a guest on Small Business Quick Wins, presented by Thrive, Hayden shared her expertise and insights into the pitfalls to avoid and the tips that small business owners need to know for effective accounting and bookkeeping practices.

Hayden’s journey to becoming an accounting expert started nine years ago when she founded Kickstart Accounting. Drawing from her experience as a CPA and CFO, Hayden recognized the need to provide tailored accounting solutions to small businesses. Her company has since become a leading firm in the field, specializing in helping small businesses make informed financial decisions.

One of the key points Hayden emphasized is the importance of separating personal and business finances—a common mistake she encounters among small business owners. By maintaining separate accounts for business transactions, owners can ensure clarity and compliance, reducing the risk of legal and financial complications.

Moreover, Hayden highlighted the misconception that business owners need to be proficient in accounting before hiring professional help. She debunked this myth, emphasizing the value of outsourcing specialized tasks to qualified experts. Whether it’s bookkeeping, tax preparation, or payroll management, Hayden stressed the importance of entrusting these responsibilities to professionals, allowing business owners to focus on what they do best.

Throughout the discussion, Hayden underscored the role of accountability in financial management. As an accountability partner to her clients, she ensures that they stay organized and compliant with financial regulations. By providing regular reports and guidance, Kickstart Accounting helps small business owners confidently navigate the complexities of financial management.

In addition to her practical advice, Hayden addressed the common misconceptions surrounding bookkeeping and accounting. She emphasized the need for clarity and transparency in financial reporting, urging business owners to prioritize accuracy and consistency.

Wrapping up the conversation, Hayden shared her passion for empowering entrepreneurs and helping them thrive in their business endeavors. Through her podcast, “Business by the Book,” and personalized services, she remains committed to supporting small businesses on their journey to success.

As the podcast concluded, Hayden’s insights resonated with listeners. She offered practical solutions and dispelled myths surrounding accounting and bookkeeping. With her guidance, small business owners can approach financial management with clarity and confidence, knowing that they have a trusted partner in Kickstart Accounting.

Harley Finkelstein, COO of Shopify, discusses how COVID has dramatically sped up the timeline for commerce moving online and has also moved Shopify closer to its goal of becoming the world’s first retail operating system:

Shopify Evolving Into World’s First Retail Operating System

Most people assume that Shopify is an ecommerce provider. We have more than a million stores on Shopify. If you were to aggregate our stores in the US we’d be the second-largest online retailer in America. Of course, we’re not a retailer but we’re a platform. But we now have these great economies of scale that we’re using to level the playing field for entrepreneurs and small businesses. That being said, what really Shopify is evolving into is the world’s first retail operating system. 

What we’re trying to figure out is what do brands and entrepreneurs and retailers need, not just now but in the future? We think the future of retail is retail everywhere. A brand that’s going to be successful in 5, 10 or 15 years from now needs to sell across any platform and across any channel where they have customers. This idea of enabling Shopify merchants to very easily push their products to the Amazon Marketplace or the eBay marketplace or now the Walmart marketplace, that gives them access to a new set of consumers. The idea is that it all feeds back in one centralized back-office, the retail operating system, which is Shopify. 

Then we’ve gone ahead and asked what else can we do for these merchants? Can we do capital? We’ve now given out about a billion dollars worth of cash advances and loans to small businesses. We’re doing fulfillment and we’re doing shipping. We’re increasing the scope and the relationship that we have with the million stores on Shopify. This is allowing them to become category leaders.

COVID Speeds Up The Ecommerce Revolution

From our view, it seems like the commerce world that would have existed in the year 2030 has really been pulled into the year 2020 (as a result of the COVID crisis). We’ve seen ecommerce as a percent of total retail go from 15 percent to 25 percent in the last three months. That’s the same growth rate that we’ve seen over the last 10 years. What really has emerged here is sort of this tale of two retail worlds. On one side you have these resilient retailers that are doing great, they’re pivoting, and they’re expanding their businesses. On the other side, you have these resistant retailers who have not made it. In many ways, it’s probably the most exciting time for retail in a very long time. 

We talk a lot about these direct to consumer brands that are becoming category leaders. The Allbirds and the Gymsharks who started on Shopify when they were very small and have grown to become the incumbents in their industry. Every 25 seconds a brand new entrepreneur makes his or her (products) for sale on Shopify. We talk a lot about those new startups, those new DTC brands. But actually, what we’re also seeing on Shopify are companies like Lindt Chocolate or Heinz ketchup or Chipotle. They are signing up for Shopify and basically from like five days from contract to launch they are completely changing their businesses. 

This resiliency isn’t simply in the hands of just the smallest of brands. Big companies are also beginning to think a lot more about how to stay resilient in this time. They’re moving well beyond ecommerce or thinking about offline commerce now. They’re thinking about how do they sell across social media? How do they sell across different marketplaces? So no, I don’t think it’s too late (to enter ecommerce) but I do think they have to rethink their strategies.

Scott Tousley, Senior Team Lead of User Acquisition for all products at HubSpot, was recently interviewed on the B2B Growth Podcast by David Kelly, General Manager at Sumo Dojo. Tousley discusses how HubSpot is using Surround Sound Marketing Strategy to drive leads and sales:

Surround Sound Marketing Strategy Starting to Take Off

There is a very smart individual at HubSpot named Alex Birkett based out of Austin, Texas. He is working on this concept that is really starting to take off called Surround Sound Strategy. Essentially what that means is that it runs with the notion that marketers are selfish. All we care about is how do we drive more traffic to our website. I don’t care where it comes from. Whether it comes from search or social or referral traffic or email, it doesn’t matter. You’re always looking at how do I get more traffic to my website? The reality is that when we are trying to buy something you don’t go to one website. You go to multiple different websites when you are trying to make a purchasing decision.

For example, I’m in South Lake Tahoe right now. One search I just did recently was “best bars in South Lake Tahoe.” I wanted to see a list and I wanted to see some reviews from a couple of different websites. I also like to surf, so let’s say I’m in the market for a new shortboard. So I search for “best shortboards 2019.” First, I’ll read a listicle, then I will go back to Google and I will click on the next list. Then I will go back again and click on the next list. Then I will start to narrow my decision based on seeing the same thing over and over. Once I narrow it down I will do a versus search such as “lost puddle jumper” vs. “channel islands average joe.” I’ve narrowed my decision at that point.

We Want To Be At All Stages of the Purchasing Decision

What we are trying to do at HubSpot right now is figure out how to be everywhere. We want to be at all stages of that purchasing decision when people are searching for “what is the best blank that exists today.” Well, there are a ton of lists that are out there and a ton of review sites and HubSpot’s B2B software (has to be there). There are a lot of review sites just dominating search engines right now like Capterra, G2 Crowd, and Software Advice. A lot of those are pay to play. You have got to pay to get listed on what appears when you land via search. Most of them are.

But listicles are free. Not only are they free to get added to, but they are free to create. That’s one of the biggest things we are working on right now. How do we change our mindset from being so obsessed at driving traffic to our website? How do we make sure that HubSpot’s brand is everywhere when you are doing your product research and you are on many different websites? We actually sometimes prefer that we drive traffic to multiple different websites where we are listed versus just to our own. It’s good for social grouping.

Listen to the full interview with HubSpot’s Scott Tousley.

Email newsletters can lend a great deal of help in client retention, communication, and revenue-building. Many newsletters provide readers with coupons, exclusive offers and products, as well as membership perks and discounts. As a result, experts have found shoppers to spend nearly 137% more with a business after receiving email offers. To the benefit of the brand, a $45 return is seen for every $1 spent on email marketing.

In other words, the key to successful email marketing is getting your content seen and engaged with without getting flagged as spam. Luckily, this is achievable in various ways.

One of the easiest things you can do to raise your email open rates is to replace any irrelevant text or uninteresting subject lines. When crafting an email, be personal. Feel free to use the recipient’s name or location as a conversation-builder. Continuing on, be brief. As a general rule of thumb, keep email subject lines under 10 words – and/or 60 characters. However, remember to keep your subject line friendly, as this personable method also increases email open rates. With this, be sure to use no more than 3 punctuation marks and 1 emoji.

Of course, there are many methods to messaging targeted recipients. A/B comparison methods can assist as they allow for testing across various subject lines. With its results, you can learn which outreach variant your customers prefer.

You can also categorize your contacts into interest groups and geolocation to ensure content is relevant to all receivers. Geolocations can be as specific as time zones or regions.

On the other hand, you can increase your click-through rates using hacks just as easy. For example, change your hyperlink’s text, and avoid using “click here.” Remember: not many email recipients click for more. Instead, take the opportunity to embed multiple links to the same content, and create descriptive and concise link text when doing so. You can also use A/B style testing here to test out content blocks.

When conducting outreach, one of the most important keys to remember is not getting marked as spam. Recipients rarely flag marketing emails as spam; but when they do, it’s because they’ve grown stale of the marketer’s content, their contact information has been purchased, they have been contacted without permission, or something else along these lines.

As a human courtesy, ask customers to opt-in to receiving your emails before auto-blasting them with content. In fact, take the time to explain the benefits such as coupons or other exclusive offers when asking them to op-tin. Regardless of what you, never purchase email addresses. Similarly, never hide the unsubscribe link from your emails. It’s always important to keep emails and campaigns professional – so stick to any email frequency expectations you have set for your team.

Overall, all marketers want consumers to engage with their content. The best way in doing so may be through email marketing. Do you know the best tactics for engaging with the public?

Harley Finkelstein, COO of Shopify, discusses how COVID has dramatically sped up the timeline for commerce moving online and has also moved Shopify closer to its goal of becoming the world’s first retail operating system:

Shopify Evolving Into World’s First Retail Operating System

Most people assume that Shopify is an ecommerce provider. We have more than a million stores on Shopify. If you were to aggregate our stores in the US we’d be the second-largest online retailer in America. Of course, we’re not a retailer but we’re a platform. But we now have these great economies of scale that we’re using to level the playing field for entrepreneurs and small businesses. That being said, what really Shopify is evolving into is the world’s first retail operating system. 

What we’re trying to figure out is what do brands and entrepreneurs and retailers need, not just now but in the future? We think the future of retail is retail everywhere. A brand that’s going to be successful in 5, 10 or 15 years from now needs to sell across any platform and across any channel where they have customers. This idea of enabling Shopify merchants to very easily push their products to the Amazon Marketplace or the eBay marketplace or now the Walmart marketplace, that gives them access to a new set of consumers. The idea is that it all feeds back in one centralized back-office, the retail operating system, which is Shopify. 

Then we’ve gone ahead and asked what else can we do for these merchants? Can we do capital? We’ve now given out about a billion dollars worth of cash advances and loans to small businesses. We’re doing fulfillment and we’re doing shipping. We’re increasing the scope and the relationship that we have with the million stores on Shopify. This is allowing them to become category leaders.

COVID Speeds Up The Ecommerce Revolution

From our view, it seems like the commerce world that would have existed in the year 2030 has really been pulled into the year 2020 (as a result of the COVID crisis). We’ve seen ecommerce as a percent of total retail go from 15 percent to 25 percent in the last three months. That’s the same growth rate that we’ve seen over the last 10 years. What really has emerged here is sort of this tale of two retail worlds. On one side you have these resilient retailers that are doing great, they’re pivoting, and they’re expanding their businesses. On the other side, you have these resistant retailers who have not made it. In many ways, it’s probably the most exciting time for retail in a very long time. 

We talk a lot about these direct to consumer brands that are becoming category leaders. The Allbirds and the Gymsharks who started on Shopify when they were very small and have grown to become the incumbents in their industry. Every 25 seconds a brand new entrepreneur makes his or her (products) for sale on Shopify. We talk a lot about those new startups, those new DTC brands. But actually, what we’re also seeing on Shopify are companies like Lindt Chocolate or Heinz ketchup or Chipotle. They are signing up for Shopify and basically from like five days from contract to launch they are completely changing their businesses. 

This resiliency isn’t simply in the hands of just the smallest of brands. Big companies are also beginning to think a lot more about how to stay resilient in this time. They’re moving well beyond ecommerce or thinking about offline commerce now. They’re thinking about how do they sell across social media? How do they sell across different marketplaces? So no, I don’t think it’s too late (to enter ecommerce) but I do think they have to rethink their strategies.

Scott Tousley, Senior Team Lead of User Acquisition for all products at HubSpot, was recently interviewed on the B2B Growth Podcast by David Kelly, General Manager at Sumo Dojo. Tousley discusses how HubSpot is using Surround Sound Marketing Strategy to drive leads and sales:

Surround Sound Marketing Strategy Starting to Take Off

There is a very smart individual at HubSpot named Alex Birkett based out of Austin, Texas. He is working on this concept that is really starting to take off called Surround Sound Strategy. Essentially what that means is that it runs with the notion that marketers are selfish. All we care about is how do we drive more traffic to our website. I don’t care where it comes from. Whether it comes from search or social or referral traffic or email, it doesn’t matter. You’re always looking at how do I get more traffic to my website? The reality is that when we are trying to buy something you don’t go to one website. You go to multiple different websites when you are trying to make a purchasing decision.

For example, I’m in South Lake Tahoe right now. One search I just did recently was “best bars in South Lake Tahoe.” I wanted to see a list and I wanted to see some reviews from a couple of different websites. I also like to surf, so let’s say I’m in the market for a new shortboard. So I search for “best shortboards 2019.” First, I’ll read a listicle, then I will go back to Google and I will click on the next list. Then I will go back again and click on the next list. Then I will start to narrow my decision based on seeing the same thing over and over. Once I narrow it down I will do a versus search such as “lost puddle jumper” vs. “channel islands average joe.” I’ve narrowed my decision at that point.

We Want To Be At All Stages of the Purchasing Decision

What we are trying to do at HubSpot right now is figure out how to be everywhere. We want to be at all stages of that purchasing decision when people are searching for “what is the best blank that exists today.” Well, there are a ton of lists that are out there and a ton of review sites and HubSpot’s B2B software (has to be there). There are a lot of review sites just dominating search engines right now like Capterra, G2 Crowd, and Software Advice. A lot of those are pay to play. You have got to pay to get listed on what appears when you land via search. Most of them are.

But listicles are free. Not only are they free to get added to, but they are free to create. That’s one of the biggest things we are working on right now. How do we change our mindset from being so obsessed at driving traffic to our website? How do we make sure that HubSpot’s brand is everywhere when you are doing your product research and you are on many different websites? We actually sometimes prefer that we drive traffic to multiple different websites where we are listed versus just to our own. It’s good for social grouping.

Listen to the full interview with HubSpot’s Scott Tousley.

Neil Patel, digital marketing expert and founder of Neil Patel Digital, discusses the seven online marketing mistakes in his latest video release:

Stop Making These 7 Online Marketing Mistakes

I’m going to break down seven online marketing mistakes that you need to stop. You’re probably wondering you’re doing all these things but why aren’t you seeing results? Even if you’re doing the right things, if you’re also doing the wrong things at the same time it’s going to hurt you and it’s going avoid you from getting the results that you deserve.

Mistake 1: Not Collecting Emails

The first mistake you are making is not collecting emails. It doesn’t matter how good you are with SEO or marketing only a very small percentage of your visitors are ever going to convert into customers. By collecting emails not only can you get people to come back to your site but you can convince them to convert over emails.

The moment someone gives you their email address think of that as a micro-commitment. They’re much more likely to convert into a customer because they committed, they already gave you something. That’s why you want to collect emails. You can do this through sliders or exit pop-ups. You can do this for free using tools like Hello Bar.

Mistake 2: Not Collecting Subscribers Through Push Notifications

The second mistake you’re making is you’re not collecting subscribers through push notifications. There are free tools like Subscribers.com that’ll make it easy. Just add in a JavaScript or a WordPress plug-in and then when people come to your website they will automatically subscribe through the browser. Then anytime you have new content or products or services that you want to sell then you can notify them through Subscribers.

Mistake 3: Not Building a Brand

The reason tip number one on collecting emails and tip number two on getting more push notifications subscribers are really important is because you need to build a brand. This gets you into the third mistake. Google doesn’t want to rank sites that aren’t brands. Why is this? There’s an issue out there called fake news and that’s why they’re pushing brands over anything else. It’s not just going to be Facebook and in Google. Eventually, it’s going to be Twitter and LinkedIn and all the sites out there.

When you get people back to your site seven times you’re much more likely to build a brand. It’s called the Rule of Seven in marketing. So with your site, you want to provide an amazing user experience. When you provide an amazing user experience, create a great product, create a great service, it’ll help you build a great brand over time.

Mistake 4: Not Interlinking

The fourth mistake you’re making is not interlinking. You may notice on Google I’m ranking for terms like online marketing on page one. You’re probably wondering how do I do this? A lot of it comes out to interlinking. In my sidebar, I link to my most popular pages of content. When I write blog posts related to online marketing I link back to the online marketing guide that talks about what online marketing is. By having all these links it helps me rank higher.

Mistake 5: Just Focusing On Text-Based Content

The fifth mistake I have for you is just focusing on text-based content. The future of digital marketing is moving to video. It doesn’t mean you should stop doing text but it means you should also be doing video. When you do video you’re going to get more traffic because everyone’s lacking it. LinkedIn wants it right now. YouTube wants more of it. Facebook wants it. Instagram even wants it.

Why is this? They want to crush the television networks. You look at things like the Oscars or traditional movie theaters and they’re not doing as well. You look at traditional TV and they’re going to get crushed. Why? It’s because of Facebook. It’s because of Google. It’s because of Netflix. If you’re there creating that video content you can be part of it and you’re going to get extra traffic. They want as much help as possible to crush these big old-school companies.

Mistake 6: Sticking To Just a Few Marketing Channels

The sixth mistake that you’re making is you’re really sticking to just a few marketing channels. Marketing is competitive. People raise venture capital hundreds of millions of dollars just so they can compete in marketing and sales. You need to do more than one or two or three marketing channels. The more you do the better off you’re going to be.

Mistake 7: Not Asking For the Sale

The seventh mistake I have for you is not asking for the sale. Whether it’s a lead or whether it’s getting people to buy your product, there’s nothing wrong with asking people to buy from you. If you don’t you’re not going to generate any sales. Everyone’s like I get all this traffic through my online marketing but no one’s converting. Why? Because you’re not asking for a sale.

Neil Patel, digital marketing expert and founder of Neil Patel Digital, discusses the five beginner SEO mistakes in his latest video release:

Mistake 1: Putting Dates in URLs

The first mistake is putting dates in your URL. I used to do this with NeilPatel.com. What a huge mistake. My URL structure used to be NeilPatel.com/year/month/TitleofmyBlogPost. The moment I took out the dates from my URL guess what happened to my search traffic? Within 30 days it went up by 58 percent. I’m not talking about taking my search traffic from a 1,000 visitors to you 1,580 visitors. I had hundreds and thousands of visitors from Google already each month with dates in my URL. The moment I removed them I saw an additional 58 percent increase in my search traffic.

So whatever URL structure you have just make sure it does not have dates. Reason being is when you have a date in your URL, Google thinks of your site as being relevant to that date. You write a blog post and they’re like oh, this blog post must be related to January 12, 2025, or whatever the date is today. If you want your content to continually rank as evergreen content you can’t put dates in your URL.

Mistake 2: Thinking of Your Site as a Silo

The second mistake that you’re making is you’re thinking of your site as a silo. It doesn’t matter how many different sections you have or categories, it’s still one site. It’s on one domain name. For example, my blog is about marketing, so when I create content I link to all the other marketing posts (on my site) that are relevant to the posts that I just released.

You should consider thinking of your website as one big site versus different silos so when you write content you should link to other pieces of content that are relevant. That way all of your pages are going to be interconnected and they’re going to rank higher.

Mistake 3: Thinking of SEO as Just SEO

The third mistake that you’re making is you’re thinking of SEO as just SEO. It’s not just about on page code. It’s not just about building links. It’s not even just about getting social shares. It’s about building a brand. Eric Schmidt, the ex-CEO of Google, once said that brands are the solution. What he’s talking about is that when Google was trying to figure out what sites to rank higher than others he decided as well as ton of other people in Google that if you have a brand you should rank higher.

Why is that? You’ve heard of this thing called fake news. It’s a great way to combat that. It’s not just Facebook who’s concerned about fake news. It’s also Google, LinkedIn, Twitter, and all of the major platforms out there. Building a brand does wonders for you especially when it comes to SEO. You can do things like collecting emails to get people to keep coming back to your site. You can use tools like HelloBar to do that for free. You can use tools like Subscribers to do push notifications so that when people come to your website within one click they can subscribe. Getting all of those people to keep coming back will help reinforce your brand to them. That’ll help you climb in the rankings in the long run.

Mistake 4: Just Writing Content

The fourth mistake is just writing content. I know you’re that content is king, how is that a mistake? Writing content isn’t a mistake. It’s writing content and then not updating it, and that’s what most people do. They just write content and they write more new content then after that they write more content and guess what they do after that they write more new content. If you update your content Google’s going to see it as fresh, hip, new, and still relevant, and rank it higher.

With over a billion blogs out there Google likes picking brand new updated content versus old outdated content. This doesn’t mean you have to rewrite the whole article. It could just be paragraph or two or a few lines. It could just be reviewing an article and making sure it’s still up to date where you make no modifications because it’s still good to go.

Mistake 5: Not Thinking About the User

The last mistake you’re making is not thinking about the user. Google looks at something called user metrics. Whether it’s the browser or the toolbar Google wants to make sure people have an amazing experience. They’re using all those platforms to track how and when people come to your website and how they perceive it.

They can’t talk to them by serving them or anything like that. What they can see is when someone performs a Google search, clicks on the listing landing on your site and within a second they are they clicking the back button. If they are it tells Google your website or that web page isn’t relevant. By putting the user first instead of putting SEO first it’ll help you climb to the top.

Fiserv, a major fintech player worldwide, had a strong earnings report in the second quarter with 129 percent growth in revenue.

Frank Bisignano, CEO of Fiserv, discusses how their Clover acquisition will help the company power their growth going forward. Fiserv announced that they completed their $22 billion purchase First Data which included Clover on July 29:

From Large To Small There’s a Comeback In Payments

Clover is an unbelievable platform. It continues to grow. It serves small businesses. We think it’s integral. Our bank partners love it since we announced the deal. We have 160 new banks that want to be Clover partners with us. It is growing. We talked about a 32 percent growth rate in July in the heat of a pandemic. It’s a tool that we help businesses manage their business through. It’s a great asset to help small businesses. We see it as an integrated solution for our company.

We’ve seen growth with Clover. We talked about seeing what we call internal revenue growth which is driven by transaction volume. We see transaction volume up and there is obviously a large move to e-com. If you look at our Clover platform which has order ahead capabilities and virtual terminal that’s driving that growth. From large to small there’s a comeback in payments and we see growth going forward. There are still businesses coming back in the recovery. Lots of businesses are still working their way back. We’re here to help small businesses grow.

Shopify President Harley Finkelstein says the rebels―the entrepreneurs and the small business owners―are the heroes of the Shopify story… and the rebels are winning:

We Are Arming The Rebels

There’s a lot to be optimistic about even in the second half of 2021. It feels like the retail world that would have existed in 2030 was pulled back to 2020. We certainly have seen this massive catalyst to an acceleration in digitalization in commerce and retail. But actually, we are writing the future of commerce and entrepreneurs are really the heroes of the Shopify story. We are arming the rebels… the entrepreneurs, the small business owners, the independent brands, and the rebels are winning.

Consumers have been voting with their wallets for the last ten months or so to buy from independent brands wherever possible. In 2020, 47 million consumers purchased from a Shopify merchant. That’s up 52 from 2019. Our merchant’s performance helped expand Shopify’s lead on an aggregated basis to be the second-largest e-commerce retailer in the U.S. Shopify is now about nine percent of all US ecom. If you think about it, Shopify is a proxy for independent retail and for direct-to-consumer retail.

Shop Pay Launches Accelerated Checkout

We only succeed when our merchants do. This has led to us having more than 1.7 million merchants on Shopify. This includes people from first-time entrepreneurs making their first sale every 28 seconds to the likes of O’Neill and Hallmark and Herman Miller and Purina. Diageo, who also just launched in Shopify and in Q4 alone revenue nearly doubled year over year to $978 million. There’s a lot to be optimistic about. Actually, the future of retail and commerce we think is going to look a lot more like these independent brands than these sort of department stores that existed in the past.

Shop Pay is our accelerated checkout. We just announced it last week. We know that it not only helps merchants get more sales, it helps buyers convert better and much faster. Now we think that providing it to the Instagram and Facebook platforms means that our merchants can not only access new customers on those platforms, and frankly anywhere where customers are, but now can transact in a more efficient way. Shopify is becoming far more than an e-commerce provider.

Future of Retail Is Wherever Consumers Are

We are trying to build the world’s first retail operating system, which makes it as easy as possible and where the cost of failure is as low as possible, so more people can participate in entrepreneurship. We think the future retail is not online or offline or anywhere, in particular, it’s wherever consumers are. That’s what we’re trying to build. Seeing Shop Pay move into Facebook and Instagram is a really great way to demonstrate where the future of retail is happening.

We are trying to get to a point where we completely democratize entrepreneurship. We use a 100-year perspective and we want to build a 100-year company. We’re about 15 years into our journey right now and we have 85 years left to go. In the long run, we’re happy where Shopify is but frankly, on the topic of more participation in the equity markets, we think that is also entrepreneurial and we think that’s also democratizing.

Microsoft Advertising has released its 2020 year-in-review report, giving a glimpse of the state of online advertising.

The company blocked some 300,000 accounts from its advertising platform, a 30% increase from 2019. Microsoft also removed 1.6 billion bad ads, as well as 270,000 sites from its system.

Given the year that was 2020, it’s not surprising what Microsoft’s five key areas of focus were: the pandemic, political advertising, third-party government services, tech support scams and advertiser safety.

Microsoft emphasized its approach to advertising, one that uses a combination of artificial intelligence and manual reviewers.

Advertising fraud is fast-moving, and we continue to see new patterns surface globally. We take an all-hands-on-deck approach to ensure we continue to deliver the highest quality content possible. We constantly update and refine our policies to ensure we meet evolving needs. Our fraud detection technology makes use of a wide variety of signals and uses the latest machine-learning algorithms to find fraud patterns which can otherwise be difficult to detect. We also have a geographically distributed team of experts working round the clock to help us conduct detailed investigations on any new patterns we’re seeing, by making use of smart and scalable tools. Detecting fraud before it has a chance to reach customers is one piece of our approach.

We also address escalations and complaints from customers to quickly remove low-quality ads. In 2020, we received a total of ~50,000 complaints related to ads not being compliant per our advertising policies. We investigated each complaint and found ~ 65% of the reported ads to be in violation of Microsoft Advertising policies. Most of the complaints were related to trademark infringements. As we continue to roll out new products and make it easier for brands to engage with audiences, we made additional investments to protect and respond to advertisers’ concerns around trademark use and were able to reduce the trademark related complaints by ~ 25% year over year. We also received a few complaints related to unlicensed gambling sites, phishing, unauthorized government service provider websites, and other user safety concerns. We have a highly responsive operations team working 24/7 to promptly address concerns relating to our ads. In response to complaints, our operations team took down nearly 400,000 violating ads from our network.

Microsoft’s 2020 report shows the challenges the advertising industry faces, as well as provides insights into how to manage those challenges.

I’m a pretty annoying founder. I’m very stubborn and very steadfast. Sort of this is my very strongly held opinion and belief and I’m gonna run into a wall to prove it out. That has certain characteristics that can be annoying at times I’m sure both at the investor level as well as for anybody that is working with me. I’ve been able to tone it down over the years and control it more and contain it. I think it’s not causing probably as much annoyance.

You have to be stubborn and right is the key. Stubborn and wrong means new job. There’s a Venn diagram of stubborn and right and you want to be right in that target zone. I look back when when I was 20, 21, or 22 and learning this trade and there were plenty of times where I was stubborn and wrong where maybe I took too long to pivot.

My co-founder was telling me we’ve got to go enterprise probably for three to six months earlier than we actually did. What are three to six months in compounding terms? I don’t know. Maybe we’d be 20 percent bigger now as a result of if I had not been so stubborn at that stage and not seeing the information in the way that he was? That can just be sometimes an annoying pattern that people run into.

Rene Lacarte, CEO of Bill.com, says that the pandemic reinvention is real for small and medium-sized businesses and that they need to innovate and digitize the back office:

SMBs Deserve Innovation

At the core of why I started the company is that I believe SMBs deserve innovation. That innovation that we focus on that I really believe is missing out there is around the digital processes that are lacking. We digitize the back office. Then we connect that back office to the banking system so money can move, to the accounting system so records can be reported, and to the accounting firms that they’re involved with.

All of that connection creates a connective tissue that operates and automates the financial operations. Because of that it’s driving demand, it’s driving opportunity, and it’s driving growth across our existing customers as well as the new customers coming in. That’s how we do it. That’s how we bring the back office into the back pocket.

Pandemic Reinvention Is Real For SMBs

Nobody gets into business to actually do the back office. I grew up in small businesses. My parents had small businesses. My grandparents had small businesses. A lot of our friends had small businesses. This was always the bane of existence. This is what people had to do on Friday night. Who wants to do this on a Friday night? That’s what people are doing when they’re trying to run their business from their back pocket when they don’t have the tools. They have to do it at night at home.

We take care of that. We automate the processes. That’s what’s driving the demand, it’s the opportunity. We’ve seen it in part with the pandemic showing that there’s a need for being digital. This opportunity to be able to run your business from anywhere is a requirement now. The pandemic reinvention is real and something that we think is going to stick around.

Email newsletters can lend a great deal of help in client retention, communication, and revenue-building. Many newsletters provide readers with coupons, exclusive offers and products, as well as membership perks and discounts. As a result, experts have found shoppers to spend nearly 137% more with a business after receiving email offers. To the benefit of the brand, a $45 return is seen for every $1 spent on email marketing.

In other words, the key to successful email marketing is getting your content seen and engaged with without getting flagged as spam. Luckily, this is achievable in various ways.

One of the easiest things you can do to raise your email open rates is to replace any irrelevant text or uninteresting subject lines. When crafting an email, be personal. Feel free to use the recipient’s name or location as a conversation-builder. Continuing on, be brief. As a general rule of thumb, keep email subject lines under 10 words – and/or 60 characters. However, remember to keep your subject line friendly, as this personable method also increases email open rates. With this, be sure to use no more than 3 punctuation marks and 1 emoji.

Of course, there are many methods to messaging targeted recipients. A/B comparison methods can assist as they allow for testing across various subject lines. With its results, you can learn which outreach variant your customers prefer.

You can also categorize your contacts into interest groups and geolocation to ensure content is relevant to all receivers. Geolocations can be as specific as time zones or regions.

On the other hand, you can increase your click-through rates using hacks just as easy. For example, change your hyperlink’s text, and avoid using “click here.” Remember: not many email recipients click for more. Instead, take the opportunity to embed multiple links to the same content, and create descriptive and concise link text when doing so. You can also use A/B style testing here to test out content blocks.

When conducting outreach, one of the most important keys to remember is not getting marked as spam. Recipients rarely flag marketing emails as spam; but when they do, it’s because they’ve grown stale of the marketer’s content, their contact information has been purchased, they have been contacted without permission, or something else along these lines.

As a human courtesy, ask customers to opt-in to receiving your emails before auto-blasting them with content. In fact, take the time to explain the benefits such as coupons or other exclusive offers when asking them to op-tin. Regardless of what you, never purchase email addresses. Similarly, never hide the unsubscribe link from your emails. It’s always important to keep emails and campaigns professional – so stick to any email frequency expectations you have set for your team.

Overall, all marketers want consumers to engage with their content. The best way in doing so may be through email marketing. Do you know the best tactics for engaging with the public?

So just when will it be available? Mac Rumors provided their best time estimates based on past releases, which is typically 10 AM Pacific Time. We’ve added additional cities:

• Honolulu, Hawaii — 8:00 a.m. HST
• Anchorage, Alaska — 9:00 a.m. AKST
• Cupertino, California — 10:00 a.m. PST
• Los Angeles, California — 10:00 a.m. PST
• San Diego, California — 10:00 a.m. PST
• Seattle, Washington — 10:00 a.m. PST
• Tijuana, Mexico — 10:00 a.m. PST
• Vancouver, Canada — 10:00 a.m. PST
• Phoenix, Arizona — 11:00 a.m. MST
• Denver, Colorado — 11:00 a.m. MST
• Chicago, Illinois — 12:00 noon. CST
• Boston, Massachusetts — 1:00 p.m. EST
• Lexington, Kentucky — 1:00 p.m. EST
• Miami, Florida — 1:00 p.m. EST
• New York, New York — 1:00 p.m. EST
• Washington, D.C. — 1:00 p.m. EST
• Toronto, Canada — 1:00 p.m. EST
• Halifax, Canada — 2:00 p.m. AST
• Rio de Janeiro, Brazil — 3:00 p.m. BRT
• London, United Kingdom — 6:00 p.m. GMT
• Berlin, Germany — 7:00 p.m. CET
• Paris, France — 7:00 p.m. CET
• Cape Town, South Africa — 8:00 p.m. SAST
• Helsinki, Finland — 8:00 p.m. EET
• Moscow, Russia — 9:00 p.m. MSK
• Istanbul, Turkey — 9:00 p.m. TRT
• Dubai, United Arab Emirates — 10:00 p.m. GST
• Delhi, India — 11:30 p.m. IST
• Jakarta, Indonesia — 1:00 a.m. WIB next day
• Shanghai, China — 2:00 a.m. CST next day
• Singapore — 2:00 a.m. SGT next day
• Perth, Australia — 2:00 a.m. AWST next day
• Hong Kong — 2:00 a.m. HKT next day
• Seoul, South Korea — 3:00 a.m. KST next day
• Tokyo, Japan — 3:00 a.m. JST next day
• Brisbane, Australia – 4:00 a.m. AEST next day
• Adelaide, Australia — 4:30 a.m. ACDT next day
• Sydney, Australia — 5:00 a.m. AEDT next day
• Auckland, New Zealand — 7:00 a.m. NZDT next day

Gary Vaynerchuk, CEO of Vayner Media, social media star and entrepreneurial guru followed by millions, says you can’t even find a 24-year-old‌ ‌on‌ ‌Facebook‌ ‌today:

I Don’t Believe TikTok Is A National Security Threat

The‌ ‌pitch‌ ‌started‌ ‌before‌ ‌all‌ ‌the‌ ‌brouhaha‌ ‌started.‌ ‌We‌ ‌were‌ ‌awarded‌ ‌the‌ ‌business‌ ‌(with TikTok) during‌ ‌this‌ ‌time‌. ‌Obviously,‌ ‌like‌ ‌every‌ ‌other‌ ‌American‌ ‌business‌ ‌in‌ ‌the‌ ‌world, we‌ ‌will‌ ‌deal‌ ‌with‌ ‌whatever‌ ‌the‌ ‌rules‌ ‌are.‌ ‌Like‌ ‌everybody‌ ‌else,‌ ‌we’re‌ ‌standing‌ ‌by.‌ Personally‌, ‌I‌ ‌don’t‌ (consider TikTok‌ a national security threat). ‌But‌ ‌maybe‌ ‌I’m‌ ‌not‌ ‌sitting‌ ‌on‌ ‌information‌ ‌that‌ ‌others‌ ‌are.‌ ‌But‌ ‌no‌, ‌I‌ ‌do‌ ‌not.‌

‌Our‌ ‌small‌ ‌scope‌ ‌with‌ ‌TikTok‌‌ ‌at‌ ‌the‌ ‌Vayner‌ ‌Media‌ ‌level‌ ‌doesn’t‌ ‌really‌ ‌impact‌ ‌what‌ ‌I’m‌ ‌interested‌ ‌in‌ ‌in‌ ‌the‌ ‌scheme‌ ‌of‌ ‌business.‌ ‌Facebook,‌ ‌Inc.‌, ‌Pinterest‌, and‌ ‌Linkedin‌ ‌all‌ ‌our‌ ‌platforms‌ ‌that‌ ‌all‌ ‌of‌ ‌our‌ ‌brands‌ ‌work‌ ‌on.‌ ‌I’m‌ ‌not‌ ‌overly‌ ‌emotional‌ ‌or‌ ‌I ‌have‌ ‌no‌ ‌feelings‌. ‌I ‌could‌ ‌care‌ ‌less‌ ‌if ‌Facebook‌, ‌Snapchat‌, ‌Linkedin,‌ ‌CNBC, ‌the‌ ‌New‌ ‌York‌ ‌Times‌ ‌disappeared‌ ‌off‌ ‌the‌ ‌face‌ ‌of‌ ‌the‌ ‌Earth.‌ ‌I’m‌ ‌focusing‌ ‌on‌ ‌attention‌ ‌and‌ ‌that’s‌ ‌what‌ ‌our‌ ‌clients‌ ‌are‌ ‌focusing‌ ‌on.‌ ‌Where‌ ‌is‌ ‌the‌ ‌actual‌ ‌attention‌ ‌and‌ ‌how‌ ‌do‌ ‌we‌ ‌advertise‌ ‌on‌ ‌that‌ ‌platform?‌ ‌

Every Influencer Needs To Be On Every Platform

As‌ ‌far‌ ‌as‌ ‌the‌ ‌influencers,‌ ‌every‌ ‌influencer‌ ‌in‌ ‌the‌‌ ‌world‌ ‌needs‌ ‌to‌ ‌divest‌ ‌and‌ ‌be‌ ‌in‌ ‌every‌ ‌single‌ ‌platform‌ ‌and‌ ‌create‌ ‌contextual‌ ‌content‌ ‌on‌ ‌each‌ ‌of‌ ‌those‌ ‌platforms.‌ Whether‌ ‌it’s‌ ‌a‌ ‌government‌ ‌getting‌ ‌involved‌ ‌and‌ ‌shutting‌ ‌it‌ ‌down‌ ‌or‌ ‌if‌ ‌it’s‌ ‌the‌ ‌consumers‌ ‌shifting‌ ‌if‌ ‌you‌ ‌put‌ ‌all‌ ‌your‌ ‌eggs‌ ‌into‌ ‌MySpace‌ ‌you’re‌ ‌not‌ ‌doing‌ ‌so‌ ‌well‌ ‌today.‌ ‌So‌ ‌something‌ ‌I’ve‌ ‌been‌ ‌screaming‌ ‌about‌ ‌in‌ ‌my‌ ‌content‌ ‌for‌ ‌a‌ ‌decade‌ ‌is‌ ‌if‌ ‌you’re‌ ‌not‌ ‌creating‌ ‌content‌ ‌across‌ ‌the‌ ‌board‌ ‌you’re‌ ‌losing‌. ‌It’s‌ ‌something‌ ‌that‌ ‌brands‌ ‌need‌ ‌to‌ ‌be‌ ‌doing.‌ ‌

Way‌ ‌too‌ ‌many‌ ‌are‌ ‌pot-committed‌ ‌to‌ ‌commercials‌ ‌on‌ ‌a‌ ‌TV ‌network‌ ‌when‌ ‌all‌ ‌the‌ ‌attention‌ ‌is‌ ‌shifting‌ ‌to‌ ‌your mobile device. ‌

You Can’t Find A 24-Year-Old On Facebook Today

What’s‌ ‌funny‌ ‌is‌ ‌if‌ ‌you‌ ‌look‌ ‌at‌ ‌what’s‌ ‌happening‌ ‌on‌ ‌TikTok‌, ‌‌we’re‌ ‌getting‌ ‌our‌ ‌advertisers‌ ‌that‌ ‌are‌ ‌trying‌ ‌to‌ ‌reach‌ ‌35‌ ‌to‌ ‌45‌ ‌going‌ ‌on‌ ‌the‌ ‌platform‌ ‌pretty‌ ‌aggressively‌ ‌because‌ ‌every‌ ‌platform‌ ‌gets‌ ‌much‌ ‌older.‌ ‌Don’t‌ ‌deviate‌ ‌from‌ ‌what‌ ‌you‌ ‌know.‌ ‌If‌ ‌you‌ ‌and‌ ‌I ‌dance‌ ‌on‌ ‌that‌ ‌platform‌ ‌I ‌don’t‌ ‌think‌ ‌we’re‌ ‌getting‌ ‌that‌ ‌many‌ ‌views.‌ ‌You‌ ‌need‌ ‌to‌ ‌stay‌ ‌in‌ ‌your‌ ‌pocket‌ ‌and‌ ‌create‌ ‌the‌ ‌content‌ ‌‌and‌ ‌let‌ ‌platforms‌ ‌evolve.‌ ‌

You‌ ‌can’t‌ ‌find‌ ‌a‌ ‌24-year-old‌ ‌on‌ ‌Facebook‌ ‌today.‌ ‌Every‌ ‌one‌ ‌of‌ ‌them‌ ‌was‌ ‌on‌ ‌the‌ ‌platform‌ ‌eight‌ ‌years‌ ‌ago.‌ ‌So‌ ‌it‌ ‌ebbs‌ ‌and‌ ‌flows‌ ‌and‌ ‌as‌ TikTok‌ ‌gets‌ ‌older‌ ‌an‌ ‌audience‌ ‌can‌ ‌emerge.‌ ‌I’ve‌ ‌been‌ ‌putting‌ ‌out‌ ‌business‌ ‌content‌ ‌on‌ ‌the‌ ‌platform‌ ‌from‌ ‌day‌ ‌one,‌ ‌it skews ‌entrepreneurial,‌ ‌which‌ ‌may‌ ‌work‌ ‌in‌ ‌teenage‌ ‌and‌ ‌early‌ ‌20s.‌ ‌CNBC‌ ‌and‌ ‌‌your‌ ‌incredible‌ ‌show‌ ‌could‌ ‌dominate‌ ‌on‌ ‌TikTok‌‌ ‌if‌ ‌you‌ ‌put‌ ‌out‌ ‌information‌ ‌and‌ ‌just‌ ‌had‌ ‌the‌ ‌nuances‌ ‌of‌ ‌TikTok‌ ‌more‌ ‌than‌ ‌trying‌ ‌to‌ ‌become‌ ‌Charlie Demilio.

“We still are watching and waiting to see what the economics look like,” said Zoom COO Aparna Bawa at WSJ Tech Live. “We want to make sure that the customer base that we’re serving finds it helpful, it’s priced at the right point, it’s beneficial to all,”

When asked about getting a cut of online video services Bawa said: “We’re not quite sure how that’s going to work. “For us, it’s a long game. The more and more we can build our user base and establish trust with folks like you, the more sort of legs we have as a company.”

OnZoom, currently in beta, is a service for paid Zoom users to create, host, and monetize events like fitness classes, concerts, stand-up or improv shows, and music lessons on the Zoom Meetings platform.

“We were humbled and inspired by all of the amazing ways the world adapted to a literal shutdown of in-person events amid COVID-19,” says Zoom product manager Aleks Swerdlow. “When business owners, entrepreneurs, and organizations of all sizes had to find some way – any way – to stay the course and continue providing services to their customers, many turned to Zoom. OnZoom simplifies that experience.”

In short, OnZoom is Zoom for paid events or services. It has the potential to vastly increase Zoom revenues by tapping into entrepreneurs and small businesses that want to provide a service specific to individuals or groups and not just give it away on YouTube. Think personalized Yoga training, tutors for your kids, computer support, and cooking classes personalized to you. It also includes event discovery features and can be used for free events as well.

Numerous reports can be referenced highlighting the importance of authenticity within marketing as a whole. This advice is doubly true when attempting to appeal to demographics that may span numerous cultures and socioeconomic backgrounds. The only way to truly be authentic is to have representation within these diverse groups of people that can tell their story about your brand in a way that is unique to them and their coveted audience. 

The way for such brands to avoid failure is to adopt a UGC ad approach utilizing influencers. Influencer marketing, as you may recall, can be distilled in having someone else tell your brand story for you, which is precisely what UGC created ads are.

There are multiple methods that influencers can utilize in the Facebook ecosystem, including live streaming collaborations, fan page postings, and group advertisements. However, the method we have found particularly effective involves using Facebook’s internal brand collabs manager as a multi-step campaign process.

For this process to work, a brand will need to only have access to an account with Facebook Ads management credentials. However, in multiple tests, we have found it is faster and more efficient to prequalify influencers through an external network prior to engaging, rather than relying upon the Facebook marketplace alone for the selection process. The importance of this step is predicated on the importance of first calculating the probability of influence based on your predetermined campaign goals. The reasoning for external vetting prior to ad collaborations is as follows:

1. While approximate reach and engagement is discernable through the brand side of the Facebook collaboration marketplace, what isn’t obvious is relevance. By first vetting Facebook influencers, a brand will likely find the self-identified categorical selections and content focus is not always congruent with the information displayed in the collabs marketplace.

2. The next issue is cost. Once again, testing has determined that price is not as static as one might assume when simply utilizing the brand collabs marketplace. The reason for this is reflective of fit. As a thought exercise, imagine a digital marketer is being asked to set an hourly rate for her services. The ads collabs manager in this analogy represents the expected blended rate for all activities the aforementioned marketer would be asked to perform. The reality is her distaste for a service such as site infrastructure auditing may make other activities she enjoys more expensive on that blended rate. The same is true of influencers. A blended rate exists to satisfy the vast majority of collaboration pitches the influencer is expected to receive. Therefore, approaching an influencer external to the collabs marketplace can often result in a lower starting price point.

The only caveat to this approach is not every Facebook influencer in external networks is a member of the ads collabs marketplace. If time is of the essence, it is recommended to ask on the status of this membership when pitching. However, as Facebook is willing to let most applicants into the program, if a brand feels strongly about an influencer, it can be worth pursuing the relationship while urging the influencer also gain membership into the program.

Once an influencer has been selected based on campaign criteria of fit, economics, and expected outcome, the process for using this influencer in an ongoing ad is remarkably similar to that of a normal influencer campaign. The critical difference is centered on ad quality guidelines, as some industries are more heavily regulated from an ad copy perspective. Presumably, a brand will evaluate the true impact an influencer provides prior to elevating into an ad unit. Additionally, running a postmortem analysis  in the event expectations are not in line with reality helps for future transactions. After initial satisfaction has been reached the next steps are simple:

1. Approve the collaboration in the Facebook collabs manager interface

2. Create a new ad utilizing the influencer via the boost post ad type. Simply set a budget and you’re done.

To test this concept for yourself, simultaneously run this process against a fresh ad campaign on the same exact topic. You may find, as we and others have, that the UGC-elevated ads end up outperforming the conventional ad types. The often occurs without running into the pitfalls of a brand trying to target multiple demographics, which can often come off as inauthentic. All that was required was simply incorporating some influencers into the process. 

To learn more, take a self-guided demo of Intellifluence, which will help you understand how influencers can be applied to virtually any marketing use case in a simple campaign creation process. 

All the information and technology we carry around in our pockets has changed the way we interact with the world. We send text messages and emails more frequently than calling now and if we don’t know something it’s just a matter of knowing how to find it. With the spread of the pandemic accessing information has become even more crucial. We can look up mask policies and procedures before we go to a business, find out if a business has special hours for those with disabilities and the elderly, and look up every-changing hours and services.

Consumers And Mobile Communication

Before the pandemic, 81% of consumers used mobile to manage finances, while 79% used mobile to make online purchases. Any why wouldn’t they? The days of getting up and going to the computer every time you wanted to look something up, pay a bill online, or buy something are long over.

Increasingly, stores are giving information to consumers that they have never given out before. One of the things customers can look for online with many businesses is not only where an item is located in a store, but also how many of that item are in stock at any given time. Customers want accurate information and they want it now, as their time is becoming more valuable than ever. What’s more, knowing you will find what you are looking for before you leave the house is actually pretty critical during the age of social distancing.

Mobile Communication In Retail

Communicating with customers is changing thanks to the mobile revolution. Answering phone calls from customers is no longer the main interaction with them. In fact, 85% of those who own smartphones prefer text messages to calls or even emails, which means that businesses that aren’t responsive to this type of communication are likely missing out on customers.

55% of people ignore marketing emails because they get too many emails, and 29% never listen to voicemail. On the other hand, 90% of people open a text message within minutes. In fact, there is a:

• 98% open rate for text messages versus 20% for email
• 45% response rate with text messages versus 6% for email
• 90 second response time for text messages versus 90 minutes for email

Before the COVID-19 pandemic 68% of businesses were already using some form of messaging to connect with their customers. This placed them in a considerably better position when the pandemic hit because they already had the infrastructure in place to meet the changing needs of customers in response to social distancing.

Now customers need information before they show up to a business, and mobile messaging is the way they often prefer to receive it. Curbside pickup has doubled since last year and 59% of customers plan to continue using it after the pandemic passes, and this service is made possible through the use of mobile messaging.

Mobile Communication In Foodservice

Mobile ordering and messaging has also been a boon to restaurants since the start of the pandemic. In many places restaurants have only been open for takeout orders, so having apps and messaging abilities for taking orders and telling customers when their orders are ready has helped them to run on a skeleton crew while making the changes necessary to function as a takeout only business.

In March of this year pizza deliveries went up 44% in a single week, and many companies used online ordering and mobile communication to ensure contactless deliveries.

As restaurants begin to reopen with new social distancing guidelines in place, mobile messaging helps to keep communication going for reservations, when tables are ready, and more.

Mobile Communication In Medicine

Accessing medical services has been challenging because of the pandemic, and early on laws were relaxed to allow people to access telehealth services. In order to make the transition easier for medical providers and patients alike, all messaging and video call services were allowed so that doctors could get care to those who needed it via whatever means they were able to use. Teladoc saw a 50% increase in use in the first week alone.

Mobile messaging can be used for appointment reminders, prescription refill verifications, and more, and 72% of organizations plan to implement more and better digital customer experiences throughout the rest of 2020.

Mobile Communication In Customer Service

When it comes to customer complaints, nothing makes customers angrier than sitting on hold for hours waiting for their call to be answered, which makes it not the best way to solve customer complaints to begin with.

Chats and mobile messaging give customers the ability to initiate contact and then do other things while they await a response. It’s a much less stressful way to deal with contacting customer service, and it’s a lot more effective than airing out grievances on social media, which can come back around with undesirable consequences later on.

But text messaging has to go both ways. It’s not enough to send marketing messages via SMS, businesses also need to be able to respond to messages they receive. One in three customers report sending a message to a company and never hearing back from them, and in many cases it is simply because the company has not enabled two way messaging.

65% of customers have positive feelings toward businesses that offer messaging as a means of communication, likely because it shows the company respects the customer’s communication style and choices.

Harnessing The Power Of Mobile Communications

Customers say that businesses that offer messaging respect their time, which makes them more likely to choose to do business with that company. It also means those happy customers are more likely to recommend that business to friends and family.

As technology changes, the ways that businesses interact with customers have to keep up with the times. The first rule of customer service is to meet customers where they are, and if that means hanging up the phone and sending out a text message that’s how it has to be.

Mobile communication is likely to hinge on SMS messages for some time to come, and businesses that aren’t already using this method are missing out on business. Is your business ready to harness the power of mobile communication?

Ilir Sela, CEO of Slice, discusses how the Slice app is driving the digital transformation of small pizzerias so that they can compete effectively with the national pizza chains:

Leading Digital Transformation Of Pizzerias

We take a merchant friendly approach because we really believe in the power of small business and the American dream. I am third generation in the pizza industry. My family consists of a ton of entrepreneurs who mostly opened up small business pizzerias. The goal for us was to make sure that as digital becomes an important component of their business that it doesn’t cannibalize the physical location.

So we take a digital-first approach in a way that means we want to make sure that 70 to 80 percent of the volume for these pizzerias is digital. This is very comparable to Domino’s and Papa John’s and other big chains. In order to do that you have to take a long-term view and you’ve got to take a merchant friendly view around loyalty and online ordering. Obviously, in order to do that we’ve got to run the playbook. We’ve got to lead the digital transformation of these small businesses.

All Pizzerias Need To Digitize Their Platforms

We are actually an all-in-one platform where we partner with a small business in order to digitize their operation. We are not a logistics company ourselves. We empower small businesses to have what we call first-party delivery. In a way, that’s been done forever. Small business pizzerias have delivered across the entire country for decades and they’ve made it work incredibly well.

The reality is that in the world of COVID and as we go further into the 2020s, all these pizzerias really need to digitize their platforms in order to become more efficient. What we do is we bring technology and marketing and we enable the existing operation of the pizzeria. We make it more efficient and we make it really powerful and valuable.