Category Archives: Marketing

General marketing information for promoting your business

Online Spend Increases Past Print

For the first time, online ad spend has increased over print ad spend.  This is the true measurement that it is time that marketing activities must become integrated.  The trouble that most marketers are having with the integration of online and offline is that these two industries view what their roles are as completely separate, and that separation can be quite large at times.  For the sake of the client, this gap has to narrow and it has to do so quickly.  There is no one channel that fits for everything that is needed to mount successful campaigns.

The key to marketing is getting your message in front of the right person (your customer profile) at the right time (where they are at in the buying cycle) and since we never know where they are (seeing a billboard, reading a magazine, on a search engine, reading a blog, etc) it is foolish at best, negligent at worst to not begin strategically looking at your marketing efforts across all of the channels that are available to your customer.

You can bet your competition is!

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Lead Generation Using Social Media

Marketing Integration

Everyone wants more business and more and more people are looking to social media to help them generate leads.  But the question is how do we use social to get leads.  We first must look at what social media is good at, conversations.

Getting involved in conversations is a great way to begin building your social media presence.  It isn’t that far from real life.  If you’re the person at the party that sits in the corner and waits for people to come talk to you, you might have 1 conversation all night.  However, if you are active, approaching others, LISTENING to what they have to say and responding intelligently and authentically, you are talking all night.  You are engaging.  You are memorable.

The same is true in social media.  Listen to what is being said and participate, authentically.  This is not the time to “sell”.  This is simply a conversation.

Know Your Audience

Understand how the people you’re conversing with work.  What are their likes and dislikes.  Where do they spend their time online. What sites do they use.  While your audience may not be on facebook a lot, they might be on linkedIn.  They might comment on popular blogs, forums, etc.

Develop Your Social Media Strategy

Dale recently wrote a blog about why you need a strategy for digital marketing.  You must have a plan and then execute that plan.  We don’t want to roaming around the digital landscape and not know where we are going.  Spending all our time on one platform when another is the fertile ground.

Consistency Is Key

Some say absence makes the heart grow fonder but in business it makes the mind wonder.  Wonder what happened.  Ever find your self thinking I wonder what happened to them….  When people stop hearing from you, they assume the worse.  They don’t assume you are so busy you can’t talk.  They assume you are so dead you don’t want to talk.  Make sure you are talking, consistently.  This is hard, I know.  We struggle with it too, but it is something we are constantly working on.

Be Authentic

In the day and age of 24/7 information, anything is a simple google search away.  You must be true to who you are and don’t try to fake the details.  Just be you.

In the end, social media is a relationship building tool.  You aren’t going to gain a new customer from social right when they like you.  You are just getting started.  You then use that platform to let them know what you are about, what you stand for, and how you think.  You grow that relationship over time.  More importantly you learn about them. Who are they, what do they like, etc.

So, I encourage you to start the conversation below.  Let’s get the party started!

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Relieve The Stress of Social Media

Even though most people consider social media to be 3 sites, Facebook, Twitter, and LinkedIn (and now maybe four with Pintrest), last time I checked there were over 600 sites that considered themselves to be a social media platform.  How overwhelming can that be, that there are hundreds of sites to work with?   First step take a deep breath.  Second step,  look at who your customer is, what information they need from you, and where your customer is spending their time in social media.  For a small business to business company there are great opportunities on LinkedIn, Digg, and Faceook.  For a business that is selling a product to consumers, Facebook, Twitter and Pintrest maybe the best social media platforms for you.  Once you have figured out what platforms you want to be active on, plan out how many post per site, and when would be the ideal time to post them.  Put this information in a calendar or spreadsheet, so you know exactly  when and where you will be posting.  Not only will this schedule help you plan, it will save you time and stress.      I know that when I have a schedule of what needs to get done and when it needs to get done, it makes the tasks less imposing and also decreases my chance of procrastination.  In three steps you just put together the beginning of your social media strategy.

There are many benefits to having a social media strategy, but the one that I like the most is I do not have to worry when or where I am going to post, I just check it off my list, and move on to the next task.  Since I am not trying to figure out what to post, I have much more time to listen to what other people are saying and join in to meaningful conversations with my network.  Another great benefit of having a strategy in place is it makes social media much easier to track how it is doing.  By knowing how often you posted, and where you can see what are the best times to have a conversation with your customer and what they are talking about.  So the last step is review your strategy and make tweaks to it for the next month.  What tactics do you use to relieve the stress of social media?

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The Cost Of Poor Experiences

24% Of Annual Revenue Is Lost!

Reducing customer struggles, online, will have a dramatic impact on your sales.  Econsultancy recently released a survey based companies that have a proactive presence online and have the appropriate measurements in place for their Key Performance Indicators (KPI’s)  Here are some of the findings from this report:

  • These companies estimate that they are loosing, an average of 25% of their annual revenue as a result of a bad online experience.
  • The further down the sales funnel the online strategy goes, the less defined the plan is.  78% of these companies said that they don’t know why customers abandon the website without converting.
  • Rather than identifying this abandonment proactively through the site’s analytics software in combination with a user journey path, 76% of companies are finding out about the abandonment through post abandonment conversations like a potential customer calling customer service.
  • Most companies are increasing investment in the online channel, but not in the customer experience.  Investing in a new website without taking into consideration the user experience is not going to improve your online success.
  • 42% of companies say that a lack of skilled analysis is the biggest problem that they face with improving their online business.

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Warm up your leads

I am not going to lie or sugar coat this statement; I HATE MAKING COLD CALLS! To me cold calls are a necessary evil.  I can’t do my job with out sales leads, I depend on them to get me in front of potential customers.  There are a few ways to cultivate a sales lead.  First a referral from someone you know or are doing business with.  Second is meet a potential client at a network event, strike up a conversation and see if there are any ways you can help them.  Third is to look on the internet, phone book (old way but does work), or any other way to find a company or person you think your product or service can help and cold call them.  The first two would be considered warm leads, since there is a common interest, common person, or something that you already have in common.  Mainly you don’t have to start with a sales pitch.

Read more …

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“QUALITY” IS UBIQUITOUS, stop piling on!

No, really!  Why would a potential customer want to come to your website or blog?  I know be cause your company produces QUALITY whatever you do.  The Internet is littered with websites that proclaim  QUALITY, SERVICE, EXPERIENCED, THE BEST, THE FASTEST, THE CHEAPEST, ETC.  But really, what sets you apart from everyone else?  Why should your prospective customer visit your website?

Value Proposition

The answer to this question is your value proposition.  Your value proposition is the primary reason that someone will visit your website.  Your value proposition will promote your company, product and/or service by:

  • showing how you differentiate your company from your competition, not blending you into a me-too.
  • emphasizes the 1 thing that you excel at.  It may be price, it may be delivery, it may be a specific material that you use that is different.
  • describes why you are the best choice for the target customer that you want to do business with.
  • identifies the different values between your company and your product or services

“QUALITY” IS UBIQUITOUS

Once you have identified the value propositions for your company and services, spell them out on your website in a manor that the visitor to your site is able to relate to.  Get away from saying that you provide “QUALITY” and explain how you define QUALITY, what in your process ensures QUALITY and how, what you describe as QUALITY will impact your customer!

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Oh Yeah! Well You Can Go *^%#$ Yourself!

This title is a perfect example of how to not reply to an uncomplimentary post in the social media channel.  If you haven’t had a negative posted about your company, it’s just a matter of time.  It seems to happen to just about everyone.  It is a very difficult thing to have happen.  For the most part everybody tries to do the right thing when it comes to servicing customers, but occasionally something will go wrong and some times the customer will post their feelings in a very public forum.  First reactions are generally to ‘set the record straight’ and call the insulting ex-customer out on the issue.

Never a good idea, but what should we do?

Generally speaking you should respond (don’t react) to the situation as if the customer were standing right in front of you.  Calmly, positively, and accurately address the situation and offer a solution.  I know much easier said than done.  Here are a couple of tactics that we recommend to our clients when these things happen:

  • Engage: Don’t just ignore the post.  Remember, if you don’t reply, everyone that reads a negative post will only have one side of the story.  Consequently, they won’t be able to make an educated decision on the issue if they don’t hear from you.  Use this as an opportunity to create positive PR for your company.  Get people to say “Wow, they handle customer service issues really well”.  Even if the customer can’t be satisfied, this will show that you care and you tried.
  • Dilute: If you are not posting information online  on a regular basis, this negative post will stick out like a sore thumb, for the search engines.  By being active with your online activities you will dilute any negative comments and they will blend in to the overall online content noise.
One of the scariest ideas for many businesses is to open up un-edited comments about them.  Many times because of the situation that I’ve just reviewed.  The trouble with not allowing for this type of dialogue, in today’s market place is that you will alienate a sizable percentage of your potential customers.  Today’s customer is expecting you to have this type of information available.

 

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Email 1 Step At A Time

Too often we are trying to bit off more than we can chew.  When we send out our email messages many times our expectation is to “close” the deal from this one message.  This many times means that we expect to have someone call us, fill out a contact form, or maybe even buy something.  This is the equivalent of asking someone that we just met to get married!  It’s too much too soon.  We have to compose our email messages to convert in stages.

  • The subject line should ‘sell’ the reader on opening the email message
  • The headline should ‘sell’ the reader on reading the first paragraph
  • The first paragraph should ‘sell’ the reader on thinking about your value proposition
  • The value proposition should ‘sell’ the reader on clicking through to your landing page
If you construct your email message in any other manor you will be disappointed in the results.

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Online Marketing Best Practice #1

Have you ever felt desperate to do “something” to get more business?  Of course you have, we all have.  During these anxious filled days we are just looking for action!  We want to make something happen so desperately that we are only focusing on tasks.  When this anxiousness in then translated to the online community, disaster can happen!  There are 3 ways that you can hurt yourself if your marketing online without a plan.  First, your going to waste money, second you will be creating a false perception of this channel’s abilities and third, your going to be sending an entirely wrong message to your customers that see the results of your un-planned effort.

Let’s take a closer look at these:

  1. Wasting Money:  One of the fastest ways to make an impact online is through pay-per-click advertising.  This advertising method can create a lot of visibility in a very short period of time.  However, if your running ads without a strategy or long-term plan there is a better than average chance that your paying too much for the wrong key-phrases and probably not getting your ad in front of your best customer. Now, you may drive a LOT of traffic but if it’s not the right traffic (i.e. your customer) and they don’t convert into customers your money has been wasted.
  2. False Perception:  ”Yup I tried that in the past and it didn’t work for us”.  Boy, I can’t tell you how often we’ve heard this one.  There are a lot of reasons why an un-planned online marketing effort won’t work…the primary reason is that it is un-planned!  If you run an online campaign without putting together your strategy it will fail and then that experience will keep you from realizing the true success that your company or organization could gain with a well planned campaign.
  3. Wrong Message: One of the greatest advantages to marketing your products, services, message, or cause online is the ability that this channel has to get the right message in front of the right customer at the right time.  Increasing the relevancy of your message increases your success!  It really is that simple.  If your not putting together a strategy before you start buying pay-per-click ads your not going to be able to get the right message in front of the right targeted customers and that will leave a bad taste in their mouth for your brand.
The first step in creating a “Best Practice” online marketing plan is to get your strategy, in writing, before you start to spend any money with online advertising.
  • Facebook
  • Twitter
  • Delicious
  • Digg
  • Google Buzz
  • StumbleUpon
  • Add to favorites
  • Email

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Personalization More Than Just A Name

Personalization has been the ‘promise’ of the Internet as long as I can remember but we’re still having conversations about what personalization means, in terms on online marketing, and how to implement a strategy that, at least on the surface seems a bit overwhelming.  Let’s begin by looking at just what personalization means in the context of online marketing.

The most common understanding of personalization is to use the name of one of your customers in an email.  Many people will place the customer’s name in the subject line, possibly in the body of an email message, or even sometimes in a product coupon.  Some of the companies that take their online marketing more seriously will start post-purchase (in case you don’t sell anything online, this could be after someone downloads information from your site) by sending a personalized offer based on what the customer purchased.  With this post-purchase strategy you can start to see how personalization is more than just using the customer’s name in communications.

Now to take personalization to the next level we have to start to look at the interactions that we have with our customers, prospect, and even suspects, online, through the prism of relevancy.  Real personalization is about delivering the right information to the right customer and the right time.  This strategy requires us to look at the content of our websites, email messages, social postings, and even You Tube videos and drive the right customer to the right information or video based on where the customer is in their decision process.

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