Iliyana's Blog

Iliyana Stareva

Iliyana Stareva is a thought leader in Customer Success and AI. She’s the author of Inbound PR, a keynote speaker, and currently leads Customer Health for EMEA at ServiceNow. Iliyana has held global and regional roles at ServiceNow, Cisco, and HubSpot, spanning customer experience, operations, and digital transformation.

Recent Posts

The Agency-Client Relationship is Broken

[fa icon="calendar'] 07-Feb-2017 09:30:00 / by Iliyana Stareva posted in Agencies

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2017 or not, the agency-client war still persists. 

Agencies want to be responsible for more, marketers don't trust them to let them. 

That's the major finding in a recent study done in the US but I think it's quite relevant for the rest of the world as well.  

Marketers at clients complain that agencies lack technical and data-savvy teams who can work on their accounts and that too many agencies still haven't transitioned from old media to new, lacking the expertise clients need in the digital age. 

Agencies, on the other hand, say that clients are unwilling to become true partners by taking work in-house that really should be done by the agency team and so showing a disrespectful unwillingness to commit to quality work. 

If you look at the comments below, you'll see how the language both parties use is rather judgemental and certainly doesn't show that they see the other counterpart as a partner: 

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The 2017 Visual Content Marketing Statistics You Can't Miss

[fa icon="calendar'] 24-Jan-2017 09:30:00 / by Iliyana Stareva posted in Inbound Marketing

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By 2017, video content will represent 74% of all internet traffic.

I can't say that I'm surprised. 

Visual content was the biggest marketing trend for me for 2016. There were a lot of people and businesses jumping on it, particularly on the use of video or social networks that support videos and cool visuals such as Snapchat and Instagram. 

We've heard a lot about video during INBOUND16 as well where visuals and video were prominent more or less in every talk. 

Venngage went a step further and gathered the insights from marketing people about visual trends and put the results into a handy infographic that I want to show you today. (Disclaimer: I took part in the survey too.)

Here are some of the most interesting findings: 

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Content: The Glue Between Inbound and PR

[fa icon="calendar'] 17-Jan-2017 10:00:00 / by Iliyana Stareva posted in Public Relations, Inbound Marketing, Inbound PR

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When I started working on the Inbound PR concept, my initial thought was that PR pros are really great at content creation and storytelling but they were pretty bad at measurement. I remember that from my days working in the industry.

On the other hand, inbound marketing people are well versed in data and numbers - this is what I saw from working with hundreds of agencies as a consultant at HubSpot. 

Then I decided to dig into the two disciplines. 

What's Public Relations? 

As per definition, public relations is the strategic communication process that builds mutually beneficial relationships between an organisation and its publics. This comes from the Public Relations Society of America (PRSA) which is the leading PR organisation in the world.

The Chartered Institute of Public Relations (CIPR) in the UK – the other leading PR body – argues that:

"Public relations is about reputation - the result of what you do, what you say and what others say about you. Public relations is the discipline which looks after reputation, with the aim of earning understanding and support and influencing opinion and behaviour. It is the planned and sustained effort to establish and maintain goodwill and mutual understanding between an organisation and its publics."

As you can see from the definitions, PR is all about reputation and engaging in meaningful relationships with various publics.

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5 Key Learnings from 5 Years of Blogging

[fa icon="calendar'] 03-Jan-2017 09:30:00 / by Iliyana Stareva posted in Blogging

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My blog just turned five. Can you believe it? I can't! When did this happen? Time really flew by. 

But I've learned a lot, I've experienced a lot and I've met some amazing people. 

Blogging is one of the best ways to develop new skills and to think.

Seriously, that last part sounds weird but it's true.

For me, putting things into words on the screen is the absolute best way to think through and reflect, to gather my thoughts, to analyse them, to put them into structured, sense-making expressions and then to develop new ideas. 

It's the best way to come up with something. It's how Inbound PR was born - through writing. 

Blogging is an immense way to expand your thought process and your knowledge because by researching a topic you want to cover you learn new things and by writing about it you fully develop a knowledge bank. 

Then comes, of course, your own brand building. Blogging is fantastic for that but only when you do it right. 

And this is what I want to share with you today - my 5 key learnings from 5 years of blogging - that will help you get started and build your own brand through blogging. 

5 Key Learnings from 5 Years of Blogging:

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5 Learnings and 5 Takeaways from My Top 2016 Blog Posts

[fa icon="calendar'] 27-Dec-2016 09:00:00 / by Iliyana Stareva posted in Blogging

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With 2017 around the corner, I decided to spend some time analysing the performance of my blog for the past year and to draw some learnings from the findings.

I love HubSpot for this because it pulls out the data and it allows you to dig into it pretty well.  

Today, I want to show you what I found content and traffic-wise but also share my own takeaways and action items based on the analysis as you might find them useful for the New Year to try out too. 

Let's start with the most popular posts that I published in 2016 based on traffic: 

Top 5 Blog Posts by Traffic Published in 2016: 

  1. The 4 Key Emotional Intelligence Capabilities [Infographic]
  2. The Six Leadership Styles And How To Master Them [Infographic]
  3. 31 Influencer Marketing Statistics You Need to Know Now
  4. The Easiest, But Most Effective Guide to Keywords Research & Strategy
  5. Why Inbound PR is the Future of PR? My #INBOUND16 Talk

Learning #1: Not my core topics bring the top traffic. It's because of infographics.

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