Saturday, September 29, 2018

Weekend Favs September 29

Weekend Favs September 29 written by John Jantsch read more at Duct Tape Marketing

My weekend blog post routine includes posting links to a handful of tools or great content I ran across during the week.

I don’t go into depth about the finds, but encourage you to check them out if they sound interesting. The photo in the post is a favorite for the week from an online source or one that I took out there on the road.

  • Sociograph – Gather analytics on your Facebook groups and pages.
  • Feedier – Collect customer feedback and offer your users rewards to increase response rate.
  • Segment Protocols – Eliminate data quality issues.

These are my weekend favs, I would love to hear about some of yours – Tweet me @ducttape



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Friday, September 28, 2018

Stop Gambling with Your Marketing and Go Pro with Tips from Ten Pubcon Pro Speakers

Pubcon Pro

In the fast paced world of search and digital marketing, what separates amateurs from professionals often comes down one simple distinction: marketing as a gamble or marketing as a planned, measured and iteratively optimized discipline.

There are far too many marketing campaigns being implemented simply because “that’s how we’ve always done it”, as a reaction to the competition and as a limitation of the in-house team tasked with execution. Professional marketers go beyond wishful thinking and hopes of “better luck next time”.

So, what does it mean to be a “professional”?

Being a professional in any industry represents a combination of characteristics including:

  • Specialized knowledge
  • Competency
  • Honesty and Integrity
  • AccountabilitySelf-Regulation

Marketing professionals represent these things and more:

  • Creativity
  • Analytical Skills
  • Social Skills
  • Problem Solving Skills

If you want more marketing success, it takes a shift in perspective, an effort to expand your knowledge and awareness of what’s possible.

There are few “sure things” in marketing, but one thing you can count on is the value of the expertise and advice from the group of 10 expert marketers contributing to the Marketers Go Pro ebook we developed for the Pubcon Pro conference in Las Vegas happening in a few weeks. We polled the keynote and main stage speakers for their best advice based on the presentations they will be giving at the conference. I’m one of those main stage speakers, so I contributed as well.

Here’s a list of the marketing experts who contributed and a taste of the insights you’ll find inside the ebook:

Joe Pulizzi
The formula for building a loyal audience looks like this:
– Identify your sweet spot
– Find your content tilt
– Build your base
– Harvest your audience
– Diversify
– Monetize (Tweet this)
Joe Pulizzi, @JoePulizzi
Founder, Content Marketing Institute, Co-Founder, The Orange Effect Foundation

Debra Jasper
“Today’s clients and colleagues have an eight second attention span. Eight seconds. To break through the noise, you must communicate with more power, clarity and impact.” (Tweet this)
Debra Jasper @DebraJasper
Founder & CEO, Mindset Digital

Aleyda Solis
“Expand your Web reach and diversify your business by targeting an international audience, but avoid launching in too many markets, choosing the wrong web structure or not effectively localizing.”  (Tweet this)
Aleyda Solis
@aleyda
International SEO Consultant & Founder, Orainti

Lee Odden
“By building internal credibility, activating customers, creating a content collaboration ecosystem and working with influencers, Marketing can improve credibility, influence and trust.” (Tweet this)
Lee Odden @leeodden
CEO, TopRank Marketing

Purna Virji
“When it comes to optimizing the customer experience, design for conversation from the start. Remember, the most important thing for the user is convenience.” (Tweet this)
Purna Virji
@purnavirji
Sr. Manager, Global Engagement at Microsoft

Roger Dooley
“Want a higher conversion rate and customer loyalty? Make it easier to do business with you. Reducing friction in every interaction is the path to getting and keeping more customers.” (Tweet this)
Roger Dooley
@rogerdooley
Founder, Dooley Direct

Bill Hunt
“To be successful in SEO we must adapt to and embrace the evolving search engine landscape in both the SERPS and in our organizations.” (Tweet this)
Bill Hunt
@BillHunt
President, Back Azimuth Consulting

Eric Enge
“Is SEO dead? Whole new worlds of challenges and opportunities exist for SEO because of Google’s 2018 algorithm changes, mobile dominance, speed, and voice.” (Tweet this)
Eric Enge
@stonetemple
General Manager, Perficient Digital

Joe Laratro
“To stay at the top of the SERPs you need an SEO diet of analytics for crucial data, structure fixes, content optimization, link building and tools to gauge results.” (Tweet this)
Joe Laratro
@jlaratro
President, Tandem Interactive

Scott Monty
“Customers want experiences that are more about them and their needs. To increase customer retention, marketers can use date to deliver on more personal experiences.”  (Tweet this)
Scott Monty
@scottmonty
Principal, Scott Monty Strategies

To see the full text of our experts’ advice, check out the full ebook below. You’ll also find the details of when, where and what their keynote and main stage presentations will be about.

Besides me, TopRank Marketing will have several team members attending and liveblogging at the Pubcon Pro conference including our agency social content manager, Lane Ellis and senior account manager, Tiffani Allen. You can follow them at @lanerellis and @tiffani_allen as well as our agency tweets during the event at @toprank.

We hope to see you there!


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Findera search engine helps recruiters find talent, sales find leads

The San Francisco-based startup’s new offering is free, enables multi-attribute searches and covers 130 million professionals worldwide. The post Findera search engine helps recruiters find talent, sales find leads appeared first on Marketing Land.

Please visit Marketing Land for the full article.


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Marketing Day: Facebook security breach, the 4 forces of marketing operations & more

Here's our recap of what happened in online marketing today, as reported on Marketing Land and other places across the web. The post Marketing Day: Facebook security breach, the 4 forces of marketing operations & more appeared first on Marketing Land.

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50 million Facebook user accounts hacked

After discovering the security breach on September 25, Facebook says it doesn't know if any information was accessed. The post 50 million Facebook user accounts hacked appeared first on Marketing Land.

Please visit Marketing Land for the full article.


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How to Communicate with Your Customers Effectively on All Your Distribution Channels

As a business owner, you need to communicate with many people on a daily basis.

You’re used to delegating tasks to your employees and dealing with merchants, accountants, lawyers, bankers, and everyone else who makes your operation possible.

Communication skills are also important in your personal life. You need to manage the relationships with your family and friends while running a company at the same time.

But how well are you communicating with your customers?

Effective customer communication is the backbone of your business. Your ability to communicate can make or break your marketing campaigns and determine whether you can optimize the customer experience.

You could have a great product, service, or promotion, but if you can’t communicate these things to your customers, your business could struggle.

The Internet has made it possible for brands and consumers to contact each other from virtually anywhere at any time. You need to recognize this reality and use it to your advantage.

With so many different distribution channels at your disposal, it’s imperative you apply your communication skills on all of these platforms.

I see this particular problem often when giving consultations to business owners. They know how to write a perfect email newsletter that converts, but their Facebook posts are awful. Or they have an awesome Instagram marketing strategy but struggle with blogging.

To be successful, you need to be able to communicate with your customers on all your distribution channels. I’ll explain what you need to do to make this happen.

Create an authentic voice

Your communication style and voice need to be consistent across every channel.

This helps create authenticity. The majority of consumers don’t think that brands are distributing authentic content.

authentic

Furthermore, 86% of consumers say authenticity is an important factor when determining whether they’ll support a brand.

What does this tell you?

Your customers want you to be authentic. Establishing an authentic voice will give you a huge advantage over your competitors.

All your content needs to sound as if it’s coming from the same person, even if it’s not.

For example, you might write your blogs, but someone from your staff may be in charge of email newsletters. A third person could be responsible for your social media content.

There is nothing wrong with delegating tasks this way, but it can create a discrepancy when it comes to being authentic.

The best way to overcome this hurdle is establish some ground rules. Create a writing guide that everyone who produces content can reference.

Here are some examples of things you could include in this guide:

  • always spell out the word percent instead of using %
  • write from the first-person perspective
  • use the Oxford comma

You can even take this guide one step further. For example, you could say that every piece of content you produce, whether it’s a blog, email, or social media post, always needs to start with an inspirational quote.

If your writing is consistent, it creates authenticity.

That way when your customers engage with your brand on multiple channels, they’ll feel they’re listening to the same voice.

Monitor your comments sections

Part of having effective communication means being active on as many platforms as possible.

Your increased social media presence makes it easier for your customers to reach you. Don’t worry—this is a good thing.

But if you’re not constantly monitoring your comments, you’re failing your customers when it comes to communication.

Social media is one of the top channels for consumers to voice their complaints.

complaints

Put yourself in the shoes of your customers. You’ve got to understand their thought process and mindset.

They just experienced some sort of problem with your business. It could have been related to one of your products, services, or employees.

On top of the issue, they took time out of their busy day to let you know about it by commenting on one of your social media posts. Even though this comment might be negative, it’s still a good sign.

Why? You haven’t lost this customer yet.

Research shows that 96% of unhappy customers don’t complain. They just leave and don’t come back.

If one of your customers is complaining via social media, you still have a chance to keep their business as long as you respond in a timely fashion.

Studies show that 84% of consumers expect a business to respond to their social media comments within 24 hours of posting.

But this also depends on the platform. For instance, 72% of users on Twitter expect brands to respond within an hour.

I know what you’re thinking. How could you possibly keep track of all your social media comments each day while trying to run your company at the same time?

Those of you who don’t have a social media manager or the budget to hire one need to take advantage of my favorite time-saving social media marketing tools.

Certain tools can notify you whenever someone comments on one of your posts. You can get these notifications on one platform instead of having to monitor each social site individually.

Segment your email subscribers

For your email marketing campaigns to be successful, you need to make sure you’re delivering relevant content to your subscribers.

After all, your customers have different wants, needs, and preferences. It’s nearly impossible to create content that can appeal to all your customers.

That’s why segmenting your subscribers will improve your communication with everyone.

email segmentation

Here’s a staggering fact you need to take into consideration.

A person who works in an office gets on average 121 emails a day. Assuming they work five days per week, that translates to over 600 emails per week and more than 31,000 emails per year.

Now, let’s say you email your subscribers once a week, which is a reasonable assumption.

Your messages are just a fraction of a percent of the total number of emails your customers receive. If your content isn’t adding value to their lives, they won’t engage with it.

Surveys indicate that 73% of marketers say their top priority is to create more engaging content.

Segmenting your subscribers will make your communication with them more effective. Here’s why.

Let’s say you run an ecommerce clothing business. You ship products globally, but the majority of your customers are located in the United States.

Subscribers who are men living in Miami, Florida, shouldn’t be getting the same emails as women living in St. Paul, Minnesota.

Emailing a promotion for bathing suits and tank tops in December to all your customers is not an effective way to manage your communication. But if you segment your subscribers, it will help ensure your marketing emails are more relevant to each recipient.

Add live chat to your website

As a consumer, I love using live chat. It’s just so simple.

I don’t need to pick up the phone, wait on hold, and talk to someone. It also saves me a trip back to the store. Plus, I buy so many things online that it’s not even practical or realistic for me to visit businesses in-person after making a purchase.

Live chat makes things easier. As a consumer, I’m not alone in that preference.

In fact, 73% of consumers say live chat is their preferred method of customer service communication. This ranked as the top option.

Here’s a look at the reasons why people prefer live chat:

live chat

If live chat makes your customers’ lives easier and it’s their preferred method of communication, why aren’t you using it?

Some of you may just not know where to start. I get it. New technology can be intimidating.

But you need to be able to adapt and make changes if you want to survive.

Your live chat feature should be easily accessible on your website. Make sure you respond quickly to these messages. Your staff need to be knowledgeable and properly trained for this communication method to be effective.

If you need help setting this up, refer to my guide on how to provide better customer service by implementing live chat.

Use language your audience can understand

This relates to the concept of authenticity.

Your customers want to communicate with a person. It shouldn’t feel as if they’re dealing with a robot or some nameless and faceless brand.

Use language your audience can relate to.

Your content shouldn’t sound like it’s coming from a doctor or a lawyer, even if it is. Speak in terms your customers use every day.

Just make sure you keep it professional. I normally wouldn’t recommend using slang, but there are times when it’s OK if that terminology fits with your overall brand image.

For example, a company that sells surfboards might use terms such as rad, stoked, or gnarly in its marketing emails. This would resonate with its target audience as opposed to a formal greeting, like Dear Sir or Madam.

As far as the exact language you’re using, that’s a judgment call on your part. But I recommend keeping communication casual and conversational.

Make sure your brand message is clear

Why are you in business?

Outside of the obvious financial reasons, you must have other motivation for operating. You need to be able to tell your customers why you exist and how you can make their lives better.

That can be conveyed in your brand message.

But if you fail to communicate your message or if it’s too ambiguous, you won’t have a positive impact on your customers.

Here is a great example of a brand message from TOMS shoes:

Toms

Buying products from this company means you’re helping people internationally.

TOMS helps provide those less fortunate with shoes, clean water, vision needs, and safe births. The company even supports a bullying prevention campaign.

The message is clear.

TOMS has a dedicated landing page explaining what they give, and the message is on other parts of its website as well.

You don’t need to be a nonprofit organization or affiliated with certain charities to have a strong brand message.

For example, let’s say you have a meal delivery service.

Your brand message can convey something along the lines of helping busy professionals eat healthy.

Once you’re able to identify your brand message, make sure you can display it clearly on all your distribution channels.

Be consistent

Just like authenticity, consistency is also key when it comes to effective communication.

I mentioned earlier creating a guide to keep your writing style consistent on every channel. But you can take this one step further with all your promotions as well.

It all starts with your goal.

Before you run any type of marketing campaign, you need to clearly identify this goal. What do you want the result of this campaign to be?

It could be acquiring more website traffic, adding email subscribers, increasing your social media followers, or driving sales to your newest product.

Whatever your goal is, the easiest way to achieve it is by being consistent on all your channels.

If you run a promotion on Instagram, make sure your website shows the sale too. Otherwise, it can create confusion for your customers.

Take a look at this example from Jetblue:

jetblue fb

The company posted this promotion on its Facebook page.

Its fall sale advertises flights starting at $49 one-way.

There are certain restrictions and conditions for the sale. Customers need to book their flights by a certain day and travel within a certain time frame as well. There are even a couple of blackout dates.

Either way, Jetblue clearly communicated this promotion in this Facebook post.

Now if customers navigate to its website, they’ll see the consistency:

jetblue site

As you can see from what I’ve highlighted, the same sale is being advertised.

All the terms and conditions are the same, and the ad uses the same phrase, “Get going, Pumpkin!”

Even though the style, placement, format, and images differ on each distribution channel, the message remains the same.

In addition to improving the way you communicate with your customers, being consistent will ultimately help you increase conversions.

Know which channels your customers prefer

You need to be able to communicate with your customers on all your distribution channels. This should go without saying.

However, it’s important for you to recognize which networks your customers are using.

Now you can prioritize this communication based on the platforms your customers prefer.

For example, let’s say you segment your target audience with generational marketing.

After doing this, you’ve discovered that the vast majority of your customers are Baby Boomers. Now you need to figure out how to reach them.

network preference

Based on this research, it wouldn’t make sense for you to focus on Instagram and Snapchat if you’re marketing to Baby Boomers.

This would obviously be much different if you were targeting Millennials or Generation X.

You should still have active profiles on as many platforms as possible, but you need to know which ones are reaching your customers.

Conclusion

Communication is an important aspect in both life and business.

As a marketer, you need to be able to effectively communicate with your customers on all your distribution channels.

Learn how to create an authentic voice.

Monitor your comments on social media and respond to those customers, especially if they’re voicing a complaint.

Segment your email subscribers to deliver the most relevant content to everyone.

Implement a live chat feature on your website.

Speak in terms your audience can understand. Make sure you clearly define and communicate your brand message across every channel.

Be consistent. Figure out which channels your customers use the most, and prioritize those means of communication.

If you follow the tips I’ve outlined in this guide, you’ll be able to improve your customer communication tactics across all your distribution channels.

How are you leveraging your distribution channels to effectively communicate with your customers?



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For Scott Brinker, marketing is designed to balance the ‘4 Forces’

In a recent essay, the MarTech Conference chair pointed to the necessary give-and-take between automation and humanization, centralization and decentralization. The post For Scott Brinker, marketing is designed to balance the ‘4 Forces’ appeared first on Marketing Land.

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8 Ways CMOs Should Engage Millennials on Social Media

As a marketer, you’ve likely noticed the shift across the industry when it comes to targeted audiences. Millennials are now the primary group that everybody talks about and extensively analyzes on social media.

The reason for this is simple. Within the last few years, there has been a massive wealth transfer between baby boomers and their Gen X and millennial offspring. Now millennials wield a larger spending power than any other generation.

Here are 8 ways you can better reach millennials with social media:

1. Prioritize Visual Content

Millennials are visual learners. They grew up interacting with screen-based technology like television sets, video game consoles, and computers. As a result, they tend to respond best to content that stimulates their eyes. Marketers who want to attract their attention will need to do so with a strong aesthetic design.

Make sure that the images you post are always of the highest quality possible. Reach out to talented photographers and artists for potential collaborations. Also, don’t skimp on videos. It’s predicted that by 2019 about 80 percent of all internet content will be video.

2. Stay Relevant

On average, millennials spend a little over six hours each week on social media. They often use this time to catch up on the latest news, trends, and discussions. “Given the speed that the internet moves and evolves, content that seems old or outdated has a greater chance of being ignored,” says Jonathan Foley, the founder of the popular Instagram pages @Positivity, @Deep, and @Societyfeelings.

“You should constantly monitor social media to keep an eye on what’s trending. If you see a great opportunity to jump into the public conversation – for instance, if there’s a hashtag that meshes well with your brand – then go ahead.”

Exercise a little caution, and do some research first, though. It’s best to avoid highly controversial and divisive topics, or else you might risk alienating your audience.

3. Invite Participation

Millennials are active internet users. Sitting back and passively consuming content gets boring for many of them. They would rather interact with others and contribute their own thoughts and creations.

There are many ways to tap into this inclination. You could ask your viewers questions, or tell them to tag their friends in the comments. Furthermore, you could encourage them to make user-generated content and then feature it on your page. Another good way to invite participation is by announcing a new product without many details. An example is the announcement of Microsoft Office 2019. Many users on Twitter, specifically millennials, made memes of what this product could look like driving product awareness.

4. Don’t Waste Time

There are numerous claims about millennials’ short attention span. Most of them are drawn from dubious research or based on overly negative, unfounded biases. The truth is that millennials are no worse than any other generation in this area. Instead, the real problem is that a large chunk of social media marketing is poorly suited for the medium.

Social media is used more in short bursts than extended periods. This means that users judge content based on quick initial impressions. People will watch a longer video, for example, if the introduction is compelling enough; however, they’ll quickly tune it out if it spins its wheels for too long.

So, in other words, make an effort to get to the point faster.

5. Change Your Influencer Approach

For a while, it seemed as if influencers held the ultimate key to marketing to millennials. Now, perceptions are shifting. Millennials are starting to trust influencers less these days, and the reason is due to a lack of transparency.

Too many brands and influencers are failing to disclose their partnerships. As a consequence, it has shaken their followers’ confidence in their honesty and integrity. While many still might hesitate in sharing this information, being upfront is significantly less damaging than getting caught and called out.

6. Humanize Your Brand

A lot of marketers lose sight of the “social” part of social networks. The main reason so many millennials flock to these platforms is that they wish to talk to other real people. They don’t want their experience interrupted by obvious marketing from faceless businesses.

This is why some brands have found success in adopting more organic, genuine personalities online. Just take a look at the MoonPie account on Twitter. Its unique mixture of self-deprecation and weird humor has won it many followers on Twitter.

7. Support a Good Cause

Generations are reflections of the cultural environments in which they grew up. It’s for this reason that millennials are more socially conscious than their predecessors. Not only do they expect individuals to contribute to society, but brands are expected to as well.

About 75 percent of millennials say they want businesses to give back to their communities and demonstrate social responsibility. That involves working with charities, organizing awareness events, speaking out about important issues, fighting inequality, and helping the disadvantaged.

8. Treat Them Like Adults

Despite how some use the word, millennial is not a catch-all for young people. It specifically refers to adults currently between the ages of 22 and 37. Anybody who still thinks of them as teenagers really needs to update their mental picture.

Address them like you would any adult. Don’t speak in a condescending tone or treat them like they’re still children. Give them the respect that they deserve.

Make sure to also read: 3 Tips To Reach More Millennials With Your Social Media Marketing



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Facebook targets ads with data users didn’t share with the platform

Researchers reveal Facebook is using phone numbers identified via friends' contact lists and numbers entered for two-factor authentication to target ads. The post Facebook targets ads with data users didn’t share with the platform appeared first on Marketing Land.

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Digital Marketing News: Adobe’s $4.75B Marketo Buy, Google’s 20th Anniversary Neural Matching, & Facebook Lets Pages Join Groups

2018 September 28 News Word of Mouth Image

Adobe’s $4.75 Billion Purchase of Marketo Will Boost Its Ability to Compete With Salesforce
In its biggest purchase ever, Adobe has acquired Marketo, shoring up its B2B footprint and giving a vote of confidence to the marketing technology industry. AdWeek

Google Begins Using Neural Matching to Understand Synonyms, Impacting 30% of Queries
For its twentieth anniversary, Google has rolled out an array of new features, including neural matching artificial intelligence, mobile updates, and search changes including Activity Cards, announced at the company’s two-decade celebratory event. Search Engine Journal

Facebook Will Now Allow Pages to Join Facebook Groups
Facebook has allowed certain Pages to join, comment on, and otherwise interact with Groups, a new test that could lead to filling a need expressed by some digital marketers. Social Media Today

Report: Digital now makes up 51% of US ad spending
Led by search, video, and social, digital has for the first time topped the overall ad spend market, according to data from a new study by Magna. Marketing Land

5 Key Benefits of Word of Mouth [Infographic]
A look at the staying power of word-of-mouth recommendations in digital advertising, spurred by the release of a new book by noted marketers Jay Baer and Daniel Lemin. Social Media Today

Most B2B Marketers Report Positive ROI… If They Know What It Is.
44 percent of some 400 B2B marketers surveyed for Bizible’s new State of Pipeline Marketing report noted they’re unsure of what their average marketing return on investment (ROI) is, among several other study findings. MarketingCharts

2018 September 28 News Statistics Image

Instagram co-founders resign in latest Facebook executive exit
Instagram co-founders Kevin Systrom and Mike Krieger resigned on Monday, the firm announced. The moves follow other recent big-name departures from Facebook-owned services including WhatsApp. How will the departures of its co-founders change Instagram, and what will the two do next? Reuters

What’s driving B2B buyers to e-commerce
A look at shifting e-commerce patterns in the B2B landscape, and how they are affecting what is a $900 billion market in the U.S. alone, as B2B buyers do more total online purchasing. DigitalCommerce360

Google’s Data Studio is now generally available
Google Data Studio, the firm’s data visualization and reporting tool grouped within its Google Marketing Platform, has graduated from beta status and become available to all. Google Marketing Platform

How Marketers Can Be Strategic Influencers, and Why Their Input Is Key for Companies [Infographic]
An infographic look at some of the benefits of making sure that marketing is included at the highest levels of strategic planning. MarketingProfs

ON THE LIGHTER SIDE:

2018 September 28 Marketoonist Cartoon

A lighthearted look at 360-Degree Customer View by Marketoonist Tom Fishburne — Marketoonist

Here are all of Google’s 20th anniversary Easter eggs — TechCrunch

TOPRANK MARKETING & CLIENTS IN THE NEWS:

  • Lee Odden — Content Marketing World 2018 – Conference Report — Peter Krmpotic
  • Lee Odden — Influencer Marketing: It has changed, have you? — Marcy Massura
  • Lee Odden — Tune in October 3 to catch Lee Odden speaking at the AMA Digital Marketing Virtual Conference — AMA

What are some of your top content marketing news items this week?

Thanks for joining us, and we hope you’ll check in again next week for a new selection of the most relevant digital marketing industry news, and in the meantime you can follow us at @toprank on Twitter for even more timely daily news. Also, don’t miss the full video summary on our TopRank Marketing TV YouTube Channel.


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