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About me - Husband, father, geographer, traveller, photographer and all round nice guy :) I have love of the oddities, doors, windows, textures etc and am used to the strange looks I get when taking a photo of a wall, the grass, a road or a something I find interesting. Youa€™ll be joining the 130,000 Smart Insights members from 80 countries who trust our advice to Plan, Manage and Optimize their marketing. Achieving engagement with a customer or fan base is not so much about tactics such as Facebook or tools like Radian6, but how these are best leveraged to enable meaningful interaction with the consumer. We also have a new guide by Andrew Campbell describing how to create a customer retention plan, again part of a long-term process to build relationships. The people that have already bought from you are super-special, I mean really special when you think about it. There are multiple ways to generate insight, some of it should be engrained in your business day-to-day, other elements should be done at key times of the year. Get data from those masses who do nothing on your site, tools like 4Q and Kampyle are great since they're low commitment, fast and anonymous. Email surveys are good if you lack a steady stream of data and prefer to ad-hoc, mass questioning of your database, annually for example. With the proliferation of social media usage, the idea of message amplification is really key, I feel. We're talking about the consumers experience of your product or service and how they feed that back. Reactive - Zappos are the best example we hear of a customer obsessed brand who put tools and process around their consumer. Proactive - Think Dell as past masters at this, and where Gary Vaynerchuck pushes with his The Thank You Economy book. Each approach isn't mutually exclusive, after all they're just processes dependent on how an organisation wants to (and can) work.
Of course, capturing and using data is at the heart of informing the creation of tailored content for the consumer.
Useful content is at the heart of such a content strategy, on-topic content enables you to demonstrate a continued relevance to consumers who are buying certain types of products from you, or at least they're giving you indicators as to what is motivating and helping solve problems in their world. This approach has obvious potential for re-promotion of your products in the right way, and at the right time, adding value and re-engaging re-affirms relevance and earns you that right. A platform to share - One of the most powerful ways to remain valuable is to enable the consumer to connect and share with other like-minded consumers, this allows the like-minded to flock together and simultaneously deliver ongoing insight for the brand hosting the platform. It's a complex space, our recommendation would be to start with simpler tools such as Office Autopilot where the focus is segmentation of a lead database (based on whatever makes sense: preferences, subject of interest, product type) since this enables the communication of the most relevant content. This table summarises our recommendations on content marketing KPIsA related to retention (Engage) and other parts of our RACE framework. FlowBreeze is a flowchart add-in for Microsoft Excel that makes creating flowcharts simple and pain free. Before actually creating the flowchart, we will cover some preliminaries that make flowcharting in Excel a bit easier. A grid is not required, but it makes creating flowcharts with uniform shape sizes easier, especially when coupled with the Snap to Grid feature, which we will cover in the next section.
If you plan to copy the flowchart from Excel to Word, or some other application, matching the margins to the target is important. If the flowchart direction is left to right, the page layout is typically in landscape orientation. When you display page breaks, they act as a visual boundary to check whether shapes fall within a page. To set the layout, click the Page Layout tab and use the Margins, Orientation, and (paper) Size dropdowns to change the settings if needed.
To add the first shape, starting by clicking the Insert tab, where you should see a Shapes dropdown button. You can add a shape to the worksheet either by double-clicking a shape in the gallery, or by single clicking a shape and drawing its outline on the worskheet while holding the left mouse button down.
After you add the first shape, you'll notice that a Format tab (shown below) becomes available on the ribbon anytime that you click on a shape. Connector arrows are added to the worksheet the same way flowchart shapes are - via the Shapes gallery. Hover the mouse over the first shape and you will see the available connection points highlighted by red dots. While still holding the left mouse bbutton down, drag the line to the next shape, where again the connection points are highlight. Release the left mouse button on a connection point, and the line will be selected with both end points highlighted by red dots. There are so many formatting options in Excel, that it's too much to cover in a single article.
When one or more shapes is selected, the Format tab displays the style gallery shown below. If you are sharing the document with Excel 2003 users, note that the last row of styles will not render well in Excel 2003.
When one or more connector lines is selected, the Format tab displays the line style gallery shown below. You can also use the Format Painter tool on the Home tab to quickly copy a format from one shape to another.
The Shape Fill dropdown lets you apply different fill colors and gradients and also allows you to insert a picture as a shape's background. The Shape Effects dropdown has a number of stylistics effects you can apply such as Shadow, Glow, Reflection, and more. If you created a grid and used Snap to Grid, hopefully you won't need to align any shapes after the fact, but in case you do, the Format ribbon tab has several features that are supposed to make this easier.
A full explanation of each of these specialized types of flow charts deserves an article of its own. By default, Excel sets the flow chart autoshapes to move when cells are deleted, inserted, or resized. Step 3 was moved into position to be connected to Step 1, but the connection still needs to be closed manually.


If you want to force line breaks at certain points in the text, hold the Alt key down when pushing the Enter key. The text inside the shape can be formatted (bold, italic, etc) using the standard formatting toolbar buttons. Autoshapes available from the Insert > Shapes gallery don't integrate directly with Smart Art shapes. Lastly, Excel is a great tool to create flowchart, and I hope this article was helpful to you. Nicholas Hebb is the owner of BreezeTree Software, makers of FlowBreeze Flowchart Software, a text-to-flowchart maker, and Spreadspeed, an auditing and productivity toolset for Microsoft Excel®. Spreadspeed is a time saving Excel add-in for performing operations on workbooks, worksheets, ranges, tables, text, numbers, dates, data, and more.
This wall is made from dark chocolate brown colored bricks with gray mortar. Great background image for a web page or blog, desktop wallpaper or texture for Photoshop. Our photographs have all been released into the public domain, which means you can use them for any purpose.
As Seth describes in the quoteA above, open and maintain conversation, ask questions, listen, build better products and market in a more relevant way - add value to the relationship with the consumer.
What insights do we have about our customers, their needs from online services and perceptions of our service?
They paid you money - they bought into what you said and now have a unique perspective of what it is like to journey from finding you, to evaluating you against the competition, then deciding to purchase anda€¦ then what?
The questions we'd suggest that you ask are surrounding satisfaction with the process, what it's like to deal with you from an outside perspective. It's the most common form of insights gathering though done last minute when things feel broken, it's certainly better than no insights, just. Build relevant data capture at key buyer stages so that you learn more about your consumer as they near purchase, and beyond.
It's not that everything has to be commercially orientated either, though personally I'd ensure it ties back. If you can engage any visitor on at least some level, then worst case, you can see how well your content and messaging resonates with an audience.
Do you understand the gap between your customer needs and your delivery and how do you improve and prioritise satisfaction? As a business tools like Twitter and Facebook are channels back to customer service, no matter what they customer wants, apparently.
Dell's approach is to listen to the whole market and seed out unhappy (and happy) customers in order they can pro-actively solve customer problems.
Both require tools, customer process and at the more progressed, Dell, high-end a CRM software or community of some form (see question 5 and 6). Blogs are a way to centralise this, to form the content hub, then repurposing your content into Facebook, Twitter, LinkedIn and Google+ represent additional ways to reach (with permission) and so re-connect.
It's right-side up marketing in that sense since it has an inbound effect over interruptive outbound promotions that feel random to the recipient. How do we create an integrated communications lifecycle, integrating channels, content and marketing around the customer?
Marketing automation can help here and Dave has reviewed marketing automation tools before in this post. The power is layering on purchase intent (inferred through click behaviour and explicit through web forms) to then tone up or down promotional intensity and the strength of offers as relevant to the consumer. Through measurement and then improvement through testing against objectives, it's only as complex as it needs to be for your organisation. There are significant differences between the tools in the newer versions of Excel and the older versions. Assuming that you're using the default font of Calibri 11, the standard row height is 15 pts, which equals 20 pixels.
Snap to Shape provides the same behavior, except shapes are snapped to the edges of other shapes. It not only alters the font and color scheme, but it also changes the row heights and column widths, which will affect how many shapes fit on a page. We'll cover formatting in a bit, but in regard to adding shapes, the Format tab duplicates the Shapes gallery that we saw above.
If you need to edit the text in the shape click in the center of the shape, and not on the edges. Callouts are commonly used to add side comments, with their shape indicating that they are not a process step. For more tips that apply to all versions of Excel, scroll down to the Editing Excel Flowcharts section. In the upper left, click the Edit Shape dropdown and select a new shape type, as shown in the image below. To create a flow chart grid in Excel, select all the cells by clicking on the corner of the spreadsheet, as shown in the picture below-left. The default font in Excel 2000-2003 is Arial 10, so your settings may be different if you have a different font set as default. This feature makes the shapes align to the Excel worksheet cells when you add them, re-size them, or move them.
This is a bug that exists since Excel 2007, and it is also seen with PDF creation and some print drivers. Most of the topics covered in this article can be automated using FlowBreeze, and, of course, as its creator, I encourage you to check it out. The Spreadspeed auditing features are a set of risk assessment and error reduction tools for ensuring the quality of your spreadsheets. It simplifies the task of creating flowcharts by converting your text into flowchart shapes, automatically applying styles, routing connector arrows, positioning symbols, and much more.Try a free 30-day trial today!
To create these conversations and build relationships is challenging - the biggest challenge in marketing perhaps. You thank them if, they're lucky, reward them somehow, just re-sell to them or simply ignore them?


Did you even meet the customer's requirements and is there a quality gap from the users reality. But better is designing insight capture into the marketing and sales process in a robust way, for example using email sequences since it brings the consumer to the marketing table. This can be as simple questions built into existing enquiry, purchase and post purchase forms.
You can easily ensure that commercial goals tie to customer engagement or marketing KPIs by developing a simple matrix.
Commercial sales are the end goal, and yet they're still preceded by a number of KPIs that are more manageable and meaningful to those working on the front line. How this is done is dependent on what kind of organisation you are in terms of budgets and resources available. Layer on segmented email communications to such solid social media programme and you're pioneering brand communications! This is an area being pioneered by high-end, fully integrated marketing automation platforms like EDialog and Eloqua, and being made accessible to the rest of us by companies such as Genius, Office Autopilot and Marketo. Integrating email communications, SMS and outbound with direct mail is pretty obvious and totally possible with these platforms since you get to design the communications sequences for each segment, and sub-segment. Focus on the basics as to what content, tools and techniques drive re-engagement, referral and re-purchase evidenced by your measurement dashboard. You can turn on both Snap to Grid and Snap to Shape by clicking the Page Layout tab, then click the Align dropdown, as shown in the image on the right. Clicking the text in the center will put you into edit mode, but clicking the shape's border will select the shape itself.
The shape styles are set by their theme number, so if you use one of the purple styles in Excel 2010, for example, and then open it in Excel 2013 or Excel 2016, it will display with the new orange theme. The left and rright alignment tools do what you would expect, but the centering tool moves all the shapes to the average center position, typically shifting all of them from their original position. In the example, we want to move the shapes in this swim lane up, so we select Shift cells up, as shown in the image below. There are no quick tips we can give here, but we can offer this structure which will step you through the decisions you need to make to work towards long-term relationships. The first step is to understand how they perceive you based on the service and experience you have provided.
Of course you can target particular groups of customers with email, so they're powerful in this sense. Think about using tools such as Get Satisfaction for feedback too since it offers you progression into a feedback community and crowd-sourcing. Using this approach allows people at different levels, with different perspectives, within an organisation to see the value in an engagement or retention programme. Being useful adds an incomparable value to a consumer relationship post purchase as well as keep you front of mind.
Marketing automation is a huge area and different platforms have strengths in different areas. Most of the editing techniques are the same and are covered in the Editing Excel Flowcharts section at the bottom of the article. This is a good thing because the thicker lines and shadows were known to cause screen and print rendering problems. Starting with Excel 2007, there is also a Selection Pane tool, accessible from the Format tab of the ribbon. As shown in the picture below-right, enter 1.71 for the column width (which equals 17 pixels).
That works OK many times, but if the flowchart is really big it can be a hassle to select them and move them all.
So you need to harness insights A you have about this super special group of people, and what insights could you have to help you do a better job to generate more sales?
You can also use the "Watch don't ask" approach of using analytics to see what customers click on or don't click on.
For example, take the idea of customer making a second or third (repeat) purchase vs a referral of your brand to friends, both matter, both will tie to traffic to your domain and so can be tied to sale. Two reasons - you're connecting the consumer with others, and deepening their experience of subject area. Marketing automation includes analytics and intelligence gathering, automating lead generation and conversion and advanced cross-department workflow. So long as the KPIs can be tied broadly to sale (question 1) then discussions with management are much simpler and meaningful at the commercial level.
Most of the topics described here can also be applied to creating flowcharts in Word or PowerPoint, but in my humble opinion, of all the Office Drawing tools the Excel drawing tools are the most user friendly. The Selection Pane lists all the shapes by their names, not their text, so it isn't all that useful. The standard row height is 12.75 points, which also equals 17 pixels on most systems, so you get a nice tight square grid. 3, the connector from Step 1 is now connected to New Step 2, and a new connnector has been added between New Step 2 and Step 3. For the customer, repeat purchase can manifest in 'lifetime value' commercial goals as well as 'new vs returning' visitors for the marketers using in Google Analytics. The practical start point is to take a lead from B2B marketers who focus around the automation of lead generation and lead conversion, with "get lead, convert lead" being the mantra, focussing mostly on email and outbound telemarketing in its simplest sense. You can just as easily use other counters of engagement, such as use of Facebook (usually more customer orientated) and any owned web property such as customer forums or groups.



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