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

Mixing & Serving Mouth-Watering Content: The New Rules of Content Marketing

[fa icon="calendar'] 18-Jul-2016 10:00:00 / by Iliyana Stareva posted in Inbound Marketing, Marketing

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The one thing my customers struggle the most with is content. 

There are three big reasons for this: 

  • They don't create enough content (the usual excuse "we don't have time").
  • The content is not ranking ("we publish twice a week, but we are getting so little traffic"). 
  • The content is not converting ("we write a lot but very few download our content offers on the landing pages").

Of course, the one big thing that solves for the latter two (I am not even going to pay attention to number one) is your buyer persona and making sure you are creating content for the right audience and promoting it there where your audience really is. With strategy you fascinate

But there's one other thing that marketing people often forget. Content is not just words. The internet is flooded with so many blogs, LinkedIn articles, Medium articles, magazines and newspapers. All words, words, words.

However, text may not always be the right approach. In a crowded world of information, you need something to stand out. And words don't always do the trick. You might need to get a bit more creative to attract people to your site. (I'm guilty of the words, words, words addiction too...)

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The ABCs of Inbound PR

[fa icon="calendar'] 11-Jul-2016 09:00:00 / by Iliyana Stareva posted in Public Relations, Inbound Marketing, Inbound PR

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The Inbound PR concept is now one year old. Happy birthday to my concept! (Tomorrow is the day!) 

As we've defined before, Inbound PR combines the best of two worlds − public relations and inbound marketing − and alleviates PR's biggest weakness (measurement) and inbound marketing's biggest challenge (content). 

One year deserves a proper celebration so I decided it's time for a monster blog posts of 2,800 words that digs a little deeper into the fundamental principles, tools and tactics of Inbound PR and provides multiple tips. 

For that, I thought I'd use the alphabet since becoming one year old is a good time to start learning the letters and put the basis in place. 

Here we go! 

The ABCs of Inbound PR: 

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Leadership is Failing: The Persistent Lack of Trust and Action

[fa icon="calendar'] 04-Jul-2016 10:00:00 / by Iliyana Stareva posted in Leadership

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We live in some pretty turbulent times. Think Brexit, fleeing refugees, bombing all over the world... It's pretty scary out there. 

No wonder then that there's a crisis of leadership that's been going on for years. You want evidence? I've got it for you: the latest annual Leadership Communication Monitor by Ketchum is out and reveals for the fifth year in a row that "a low-trust, high-expectation gap is the new normal for leaders and leadership concerns have a direct, sizable impact on both bottom-line and political outcomes."

It's the fourth time I'm covering the KLCM research.

In 2013, leaders were too stubborn to start embracing change, new media and the digital reality.  

In 2014, the need for a new style of leadership arose – a feminine one.

In 2015, the era of title-less, shared leadership at the speed of now began, where not just CEOs, but anyone in the organisation can be a leader. 

In 2016, a worrying picture of lack of political leadership and some serious blocking barriers to equal corporate leadership arises. 

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When is PR Really Going to Be Disrupted?

[fa icon="calendar'] 20-Jun-2016 10:30:19 / by Iliyana Stareva posted in Public Relations, Inbound PR, Agencies

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I got into PR about six years ago. Since then the PR industry has continuously being disrupted. 

That's probably happening to more or less any industry simply because of how fast technology is changing and how quickly ordinary people are embracing digital and are making decisions differently because of digital.

But I haven't seen this being said so much about the other industries as it has been for PR. Google "disruption of public relations" and you'll find multiple articles every year highlighting how PR needs to be disrupted, is ready to be disrupted or better be disrupted with real action. (And the list goes on.)

Fast forward to 2016 and we find the latest Global Communications Report from the Holmes Report pushing that message again  the scale of change is disrupting the PR industry but is PR really able to adapt to this shifting landscape? 

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Agencies, The End of the RFP Has Come. Are You Still Using Them?

[fa icon="calendar'] 13-Jun-2016 10:00:00 / by Iliyana Stareva posted in Brands and Business, Agencies

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If you work in an agency, I'm sure you've seen people prepare for new business pitches or you've even either been part of one or run one yourself. Maybe even multiple ones. 

That's often the result of an RFP or a Request For Proposal that companies and their marketing people put through when in search of a new agency. 

You'll see a lot of arguments online about this traditional approach to choosing a new agency that has been going on for over 50-60 years and still seems to be the norm although it's hugely outdated. Some argue that this process is a complete waste of time as it's " too slow for a marketing world that functions at the speed of light".

My favourite detractor of RFPs is Blair Enns and all agency best practices he preaches in his book Win Without Pitching. Alone the name of the book explains the need to move away from RFPs and that it is indeed possible to do so. 

But it's one thing for the agency to change its model of how it wins new business, it's another on the client side. Because it's the clients requesting those RFPs and it's the agencies and other marketing professionals who need to re-educate and teach those clients how much more economic and efficient it could be to develop a better way of finding a new agency than with RFPs. 

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