Marketing is what we do that puts us in a position to make a sale. Good marketing makes selling easier. Bad marketing may make selling impossible.
We market to strangers so some of them will raise their hand with at least potential interest in what we have on offer.
We market to our clients and customers in order to move them up to the next level of products or services.
Most of us put a lot of time, money, and effort into marketing. For must of us it is the key activity we use to differentiate ourselves from our competitors.
But when we don't deliver on the promises we make in our marketing we unleash the deadly 3/33 viruses on ourselves.
The 3/33 virus will destroy the marketing we have done in the past and it will make it very difficult to successfully market - at least to some prospects - in the future. And for the most part the 3/33 virus is a do-it-to-yourself process.
The 3/33 virus is word of mouth marketing on steroids - in reverse. Here's how it works.
When you fulfill a promise, deliver excellent service, come in under budget, and save your customer more money than you said you would - they might tell 3 people. And that usually is because you asked them for referrals.
But if you screw up, don't do what you said you would do, or fail to deliver in any way - in your customer's mind - they will tell at least 33 people. This can be disaster.
You know I am speaking the truth. Remember the last time you got poor service in a restaurant and how many people you went out of your way to tell about it?
Here are three ways to guarantee that all the marketing you've done will backfire on you.
Don't Do What You Said You'd Do
In 2006 I met the author of a marketing book at the Search Engine Strategies event in New York City. I had been receiving his email newsletter and had heard a few things about the book. A table where he could autograph books had been set up for him at the Search Engine Strategies meeting. When there was no one around I approached him and found him to be a very insightful person, someone whose book would probably be of value to our readers.
He offered to send me a review copy and I thanked him. After the event I emailed him a note with my mailing address. I never received the book. I received several emails to the address I had given him, but they were solicitations sent to everyone he'd come across at the search engine event.
I don't know if he never intended to follow up with his promise, or if he turned it over to someone else, or what. The bottom line is that I will never have anything positive to say about him, his organization, or his book. That can't be what this marketer had in mind when he went to the time, trouble, and energy to come to New York.
Disappear With Your Customer's Money
The Internet makes it possible to hire people you will never see to do something you can not do and really have no way of knowing it will work until it's too late, and pay them via your PayPal account before they've even begun to do the work.
I have done this several times without incident. Recently however I hired someone, on the strength of another person's recommendation, who kept my money and disappeared. He had promised to do the work within 48 hours of receiving my payment. But instead I heard nothing from him for six weeks, at which point he contacted me to see if there was some way to make up for his failure to follow through.
I was astounded, but since I'd already paid him I asked him to do something that was worth less than half of what he'd already been paid. Hey, we all deserve a second chance. What happened? Nothing, I never heard from him again.
It's hard to say if I would have ever needed his services in the future anyway - so it was just a tedious time consuming event for me, getting someone else to do the job and so forth. But what did it do to the relationship I had had with the person who recommended him?
This was someone I trusted. Now I have to think twice about anything he has to sell me. And I am not going to tell my friends to do business with him in the future. Why would I take the chance he will recommend something or someone whose lack of performance comes back to bite me?
Embarrass Your Boss
Everybody's got to serve somebody was a line in one of Bob Dylan's songs. So no matter who you are or the position you have in your outfit - you do have a boss, maybe many of them.
Prior to events where I am registered as part of the media horde, I receive a stream of emails from companies that are making presentations or have exhibits there. A week before the 2007 Search Engine Strategies meeting in New York I received an interview request from the PR firm representing an organization I wanted to learn more about.
Actually I received three emails from them, each with open time slots, so I could chose one of the remaining times for the interview.
This is the way it's always done. By the time I get to the site I have several one on one interviews set up with people whose message, I think, will be of value to our readers. So I emailed my choice of day and time, from one of the remaining time slots.
In this case however, the PR person never go back to me. How was that possible, that was his job?
I was curious about the lack of follow up, from a PR person no less, so I printed out the email I'd sent and took it along with me to the meeting.
On the second day of the search engine conference I scoured the exhibit halls and eventually found the person I had wanted to interview. I still wanted to talk with him if we could work out the time.
You can imagine his response to my story and the copy of my email when I presented it to him.
You can also guess the fate of the PR firm who had mishandled their account. It seems I was not the only person affected by this - one of whom was an industry leader the boss really wanted to meet.
So, who's your boss? Whose opinions are important to you? Who do you serve? Are you doing everything you can and more to make sure you aren't disappointing or embarrassing them?
How can you be sure to avoid the three worst marketing mistakes? Only make promises you can keep, and keep the ones you make. It's as simple as that.
Sunday, May 6, 2007
5 Newsletter Writing Tips
Are you considering adding a newsletter to your website but need some newsletter writing tips to get you started?
Do you have concerns like: How much of my time is this going to take up? How long should each email be and how many emails should I send out in total? What if I no longer have anything relevant to say? Can I keep up the quality of my newsletter over a certain length of time?
The first thing that you must remember is to always offer some interesting and useful information. You will no longer have any subscribers if you do not. Next, you will want your newsletter to remain fairly short. These days, people are inundated with emails, so they will appreciate it if you send them something that they can quickly scan and then put to good use.
Put some thought into the best possible format for your emails. You will want a model that can be easily reproduced week after week. To make your job simplier, you can choose any one of the following newsletter writing tips as your standard format or you can combine them, whichever. The final choice is yours.
1. Tip of the Week
Come up with at least 24 tips on your main topic. You could brainstorm a specific topic and get enough content for at least 6 months of weekly newsletters. When you focus on your area of expertise this should not be a problem. You will find it best to do this by (a) explaining the problem and then (b) offering a tip that will solve the problem. The length of each email should be from 150-500 words.
2. Top Ten
This format is easy to create and it works. For example, if you are an expert in health and fitness you could give advice on the "Top Ten Health and Fitness Tips","Top Ten Tummy Flattening Techniques", "Top Ten Weight Loss Tricks for 2007". Be sure not to go over board with the word length, just a few sentences for each tip will be fine, not half the page.
3. Three Ways to...
Finding ten ways to do things can sometimes be a little challenging. A quick newsletter tip is to provide only three tips instead; it is much simpler and can be alternated with the "Top Ten" format.
4. Before and After
Just like the "Tip of the Week" format, this tip introduces a problem and then immediately provides a solution. The "before and after" format does however work better with case studies as this is one way of interacting directly with your clients.You can ask them to send in details of something in their possession that requires a makeover; such as a website page, an article, their wardrobe etc, and then you can present them with your solutions.
Or you can ask for "before and after" examples from your readers who have been able to do this themselves, and with their permission show them to your other subscribers. (If you are using text only format for your newsletter, then you can include a link to your website page which has the photos on it). This especially works well if your newsletter is related to health and fitness - the photos will motivate your readers when they see the changes of others through diet and exercise, even weight training.
5. Checklists
Are you trying to learn something new? There is nothing quite like the checklist format to make sure that you do not leave out any steps along the way. Checklists can really save loads of time and your readers will appreciate getting one. All you will need to do is write a short introductory paragraph, make your list and then close with some final tips. You can base the whole of your newsletter on the checklist format, or you can just present one on occasion as a change from the regular newsletter format.
One final tip: You may want to set up a yahoo or gmail account just for your newsletters. Spend some time checking out websites related to your interests, and subscribe to their newsletters. Occasionally, check your emails and study what layout other editors are using. If you see a specific format that you like, print it out and put it in an "ideas" folder. Just unsubscribe from those that are only filled with never-ending sales pitches or junk.
Do you have concerns like: How much of my time is this going to take up? How long should each email be and how many emails should I send out in total? What if I no longer have anything relevant to say? Can I keep up the quality of my newsletter over a certain length of time?
The first thing that you must remember is to always offer some interesting and useful information. You will no longer have any subscribers if you do not. Next, you will want your newsletter to remain fairly short. These days, people are inundated with emails, so they will appreciate it if you send them something that they can quickly scan and then put to good use.
Put some thought into the best possible format for your emails. You will want a model that can be easily reproduced week after week. To make your job simplier, you can choose any one of the following newsletter writing tips as your standard format or you can combine them, whichever. The final choice is yours.
1. Tip of the Week
Come up with at least 24 tips on your main topic. You could brainstorm a specific topic and get enough content for at least 6 months of weekly newsletters. When you focus on your area of expertise this should not be a problem. You will find it best to do this by (a) explaining the problem and then (b) offering a tip that will solve the problem. The length of each email should be from 150-500 words.
2. Top Ten
This format is easy to create and it works. For example, if you are an expert in health and fitness you could give advice on the "Top Ten Health and Fitness Tips","Top Ten Tummy Flattening Techniques", "Top Ten Weight Loss Tricks for 2007". Be sure not to go over board with the word length, just a few sentences for each tip will be fine, not half the page.
3. Three Ways to...
Finding ten ways to do things can sometimes be a little challenging. A quick newsletter tip is to provide only three tips instead; it is much simpler and can be alternated with the "Top Ten" format.
4. Before and After
Just like the "Tip of the Week" format, this tip introduces a problem and then immediately provides a solution. The "before and after" format does however work better with case studies as this is one way of interacting directly with your clients.You can ask them to send in details of something in their possession that requires a makeover; such as a website page, an article, their wardrobe etc, and then you can present them with your solutions.
Or you can ask for "before and after" examples from your readers who have been able to do this themselves, and with their permission show them to your other subscribers. (If you are using text only format for your newsletter, then you can include a link to your website page which has the photos on it). This especially works well if your newsletter is related to health and fitness - the photos will motivate your readers when they see the changes of others through diet and exercise, even weight training.
5. Checklists
Are you trying to learn something new? There is nothing quite like the checklist format to make sure that you do not leave out any steps along the way. Checklists can really save loads of time and your readers will appreciate getting one. All you will need to do is write a short introductory paragraph, make your list and then close with some final tips. You can base the whole of your newsletter on the checklist format, or you can just present one on occasion as a change from the regular newsletter format.
One final tip: You may want to set up a yahoo or gmail account just for your newsletters. Spend some time checking out websites related to your interests, and subscribe to their newsletters. Occasionally, check your emails and study what layout other editors are using. If you see a specific format that you like, print it out and put it in an "ideas" folder. Just unsubscribe from those that are only filled with never-ending sales pitches or junk.
Earning Customer Trust Online
Building customer trust online is a combination of good branding, good design, and good content. A website needs all three components to be successful in creating a climate of trust that encourages sales.
Branding is about finding a specific idea that you stand for, finding a way to own that idea in a credible way, and ultimately building a total trust that you will always deliver.
Branding for Success
Maybe you think only big businesses need to be branded, but I'd challenge that thought by telling you this - As soon as you open your doors for business (either physically or metaphorically) you become a brand in the eyes of everyone who sees you or buys from you. The only choice you have is to become either a negative brand, undifferentiated brand, or a powerful, motivating brand.
Good branding on a website immediately lets a visitor know what you can do for them. In other words, don't brand your business by a generic term like "gardening." Instead, brand your business by showing the uniqueness of what you offer with a benefit statement, "Container gardening for unhappy apartment dwellers who want to be surrounded by nature."
With Internet branding, you want to present your brand so customers can interact with your message and interact with your site. On the Internet, your prospects have total control of what they see, read, and hear. That's why traditional advertising doesn't work on the Net.
Design Considerations
Visitors are interacting with your site when they are shopping. The Internet gives you total control over what your prospective customer sees. Their shopping experience needs to be positive or you lose the sale. According to a 2002 survey by the Stanford Credibility Project, 46% of respondents said that design plays a role in a websites creditability. Even a reputable brand with a poorly designed website would cause people to leave.
Just like in a crowded store, where you can't find the section you are looking for, a crowded/cluttered website confuses a prospective buyer. Have the website set up with simple graphics and navigation. What you need to do is remove all the obstacles from the selling process. To increase the click-thru rate, your site must offer instant gratification in terms of comprehension and clarity.
Remember, customers are entering your site at different points, so it is important that your brand message is clear on every page of your website. Try to have a consistent look on the site that matches your offline branding. Keep the same colors on your website so that they match your offline marketing materials.
Trustworthy Content
Creating content that gives your customer a sense of safety and security is also a way of building trust with your customer. Fraud and identity theft are big concerns for online shoppers. Sadly, according to Forrester Research, 71% of online shoppers don't believe the retailer can protect them from fraud. So, they are reluctant to give out financial information. Consumers also believe that only 49% of companies will protect their privacy.
Website visitors need to feel that the information they give to a website will be held in confidence. Before asking someone to give you their email address, be sure you have a privacy policy statement. Make sure the privacy statement is near the email sign-up.
To reassure your website visitors of a secure financial transaction, use the security certification seals of Verisign, Hackersafe, and Thawte. Make sure the seals are prominently displayed on the shopping cart and throughout the checkout process. Forrester research found that sites using these certification seals had a 14% increase in conversion rates.
Another technique is to use privacy seals from BBB online and TrustE. These third party logos communicate that your company can be trusted and have met a standard of measurement for reliability. These seals need to be placed throughout the website: near email signups, registration, cart, and checkout.
Communicate to Build Trust
Building trust online comes down to clearly communicating with your customer. Something as simple as failing to communicate the total purchase price upfront, will lead to shopping cart abandonment. Forrester research found that 57% of shoppers will abandon a shopping cart because the shipping charges were more than they expected.
The goal of an online business should be to create an environment of worry free shopping. Create a website that makes a visitor feel safe, clearly expresses the company's brand through good design, and boosts website conversions through trustworthy content.
Branding is about finding a specific idea that you stand for, finding a way to own that idea in a credible way, and ultimately building a total trust that you will always deliver.
Branding for Success
Maybe you think only big businesses need to be branded, but I'd challenge that thought by telling you this - As soon as you open your doors for business (either physically or metaphorically) you become a brand in the eyes of everyone who sees you or buys from you. The only choice you have is to become either a negative brand, undifferentiated brand, or a powerful, motivating brand.
Good branding on a website immediately lets a visitor know what you can do for them. In other words, don't brand your business by a generic term like "gardening." Instead, brand your business by showing the uniqueness of what you offer with a benefit statement, "Container gardening for unhappy apartment dwellers who want to be surrounded by nature."
With Internet branding, you want to present your brand so customers can interact with your message and interact with your site. On the Internet, your prospects have total control of what they see, read, and hear. That's why traditional advertising doesn't work on the Net.
Design Considerations
Visitors are interacting with your site when they are shopping. The Internet gives you total control over what your prospective customer sees. Their shopping experience needs to be positive or you lose the sale. According to a 2002 survey by the Stanford Credibility Project, 46% of respondents said that design plays a role in a websites creditability. Even a reputable brand with a poorly designed website would cause people to leave.
Just like in a crowded store, where you can't find the section you are looking for, a crowded/cluttered website confuses a prospective buyer. Have the website set up with simple graphics and navigation. What you need to do is remove all the obstacles from the selling process. To increase the click-thru rate, your site must offer instant gratification in terms of comprehension and clarity.
Remember, customers are entering your site at different points, so it is important that your brand message is clear on every page of your website. Try to have a consistent look on the site that matches your offline branding. Keep the same colors on your website so that they match your offline marketing materials.
Trustworthy Content
Creating content that gives your customer a sense of safety and security is also a way of building trust with your customer. Fraud and identity theft are big concerns for online shoppers. Sadly, according to Forrester Research, 71% of online shoppers don't believe the retailer can protect them from fraud. So, they are reluctant to give out financial information. Consumers also believe that only 49% of companies will protect their privacy.
Website visitors need to feel that the information they give to a website will be held in confidence. Before asking someone to give you their email address, be sure you have a privacy policy statement. Make sure the privacy statement is near the email sign-up.
To reassure your website visitors of a secure financial transaction, use the security certification seals of Verisign, Hackersafe, and Thawte. Make sure the seals are prominently displayed on the shopping cart and throughout the checkout process. Forrester research found that sites using these certification seals had a 14% increase in conversion rates.
Another technique is to use privacy seals from BBB online and TrustE. These third party logos communicate that your company can be trusted and have met a standard of measurement for reliability. These seals need to be placed throughout the website: near email signups, registration, cart, and checkout.
Communicate to Build Trust
Building trust online comes down to clearly communicating with your customer. Something as simple as failing to communicate the total purchase price upfront, will lead to shopping cart abandonment. Forrester research found that 57% of shoppers will abandon a shopping cart because the shipping charges were more than they expected.
The goal of an online business should be to create an environment of worry free shopping. Create a website that makes a visitor feel safe, clearly expresses the company's brand through good design, and boosts website conversions through trustworthy content.
How My Website Became Popular
Do you have a website that is getting very little or no traffic at all? Well, I can put you on a path to changing that within the time it will take you to read this article. We will review each of the strategies you can use to promote your website, and then we will try to assimilate them into a single, uniform strategy that is both highly effective and affordable.
First of all, TV commercials, radio ads, and print advertising are very expensive. This is undoubtedly the best way to launch a business, but the costs are prohibitive. A full page ad in a prominent magazine or other publication can run as high as $50,000 per ad. TV commercials can run just as high; if the commercial runs during a popular television show or sporting event, the cost will be enormous.
So, if you do not have enough money in the coffers for traditional advertising, you need to resort to online marketing. This is not a bad thing. Offline advertising (i.e. radio, TV, print ads) is sometimes not effective. Marketing on the internet is cheaper, and if done correctly, can give you much more bang for your buck.
Obviously, the cornerstone of internet marketing is search engine submission and optimization. There are hundreds of different search engines and directories on the internet where you can submit your web site for a listing. This is fairly easy to do. Simply sign up for a monthly submission plan with a credible search engine submission service. There are literally hundreds of these submission services on the internet; you can find them by performing a search on Google.
However, be wary of submitters that claim to be able to submit your site to 75,000 search engines. Such services are scams, and they will submit your web page to FFA pages and bogus link pages that can actually get you banned from the search engines. You should only do business with submission services that submit to the major search engines and directories.
Now that we have covered submission, we need to talk about search engine optimization (SEO), which is even more important. To optimize a site, you need to maximize keyword density and optimize the positioning for the words or phrases that best characterize the subject matter of your site, and you need to use proper Meta tags so that the search engines can interpret your web pages.
If you do not know how to optimize your web site, you should search for an optimization professional on Google. Steer clear of SEO experts who want to charge $1,000 per month or more. Their goal is to bleed you dry before you figure out that they really can not help you get to the top of the rankings. Stick to providers who will optimize your site for a one-time fee.
More important than SEO is link popularity. Link popularity is the number of web sites that currently link to your site. The more inbound links you acquire, the higher your search engine ranking will be. There are more than a few ways to acquire links, but I have a certain strategy that worked well for me.
My advice to you is to write articles and press releases and submit them to article directories and press release distribution services who will then distribute your articles and press releases to other websites who will publish them and in return link back to you. Also, you can submit your site to bloggers through a popular service called Blogitive (Blogitive will get blogs to post one-way anchor text links to your site in their blog, which will greatly enhance your search engine ranking).
If you are not patient enough to wait for your search engine ranking to improve, you can attract visitors to your web site instantly by using pay-per-click advertising (PPC). With PPC, you pay a certain cost per click to have an ad for your web page run at or near the top of the search engine listings for certain keywords. This can be extremely costly and ineffective. It is not uncommon for webmasters to blow thousands of dollars on PPC advertising and make only a few sales.
The best way to promote your site, if you are actually selling something, is through an affiliate program. You need to provide an affiliate code to other online merchants so that they will place your banner on their site; every time you make a sale that resulted from an affiliate referral, the affiliate gets a commission. Some internet companies have thousands of affiliates, and get all the business they would ever need or want this way; and it costs you nothing.
To recruit affiliates, you should submit your affiliate program to as many directories as possible (there are directories where you can list your affiliate program for free). The best way to find affiliates is by listing your program on forums or message boards visited by webmasters who are looking to generate additional revenue for their online business. You will have to consult with an experienced programmer who can set up the affiliate program so that the codes used to track sales for each affiliate will work properly.
So, to summarize, you should first optimize your website and submit it to search engines. You should then begin submitting articles and press releases to article directories and press release distribution services. You should also submit your site to Blogitive so that bloggers will write a review of your site and link to it, further boosting your link popularity. You might want to join a link exchange, but trading links often proves fruitless. Also, you should set up an affiliate program. And finally, you should budget a small amount of money to spend each week on pay-per-click.
If you are persistent and use all of these methods, you will continually increase your traffic over a period of time. It will probably take approximately 3 years of performing each of the tasks outlined in this article, on a daily basis, to get where you want to be. Just stick with it and your efforts will be rewarded in the long run.
First of all, TV commercials, radio ads, and print advertising are very expensive. This is undoubtedly the best way to launch a business, but the costs are prohibitive. A full page ad in a prominent magazine or other publication can run as high as $50,000 per ad. TV commercials can run just as high; if the commercial runs during a popular television show or sporting event, the cost will be enormous.
So, if you do not have enough money in the coffers for traditional advertising, you need to resort to online marketing. This is not a bad thing. Offline advertising (i.e. radio, TV, print ads) is sometimes not effective. Marketing on the internet is cheaper, and if done correctly, can give you much more bang for your buck.
Obviously, the cornerstone of internet marketing is search engine submission and optimization. There are hundreds of different search engines and directories on the internet where you can submit your web site for a listing. This is fairly easy to do. Simply sign up for a monthly submission plan with a credible search engine submission service. There are literally hundreds of these submission services on the internet; you can find them by performing a search on Google.
However, be wary of submitters that claim to be able to submit your site to 75,000 search engines. Such services are scams, and they will submit your web page to FFA pages and bogus link pages that can actually get you banned from the search engines. You should only do business with submission services that submit to the major search engines and directories.
Now that we have covered submission, we need to talk about search engine optimization (SEO), which is even more important. To optimize a site, you need to maximize keyword density and optimize the positioning for the words or phrases that best characterize the subject matter of your site, and you need to use proper Meta tags so that the search engines can interpret your web pages.
If you do not know how to optimize your web site, you should search for an optimization professional on Google. Steer clear of SEO experts who want to charge $1,000 per month or more. Their goal is to bleed you dry before you figure out that they really can not help you get to the top of the rankings. Stick to providers who will optimize your site for a one-time fee.
More important than SEO is link popularity. Link popularity is the number of web sites that currently link to your site. The more inbound links you acquire, the higher your search engine ranking will be. There are more than a few ways to acquire links, but I have a certain strategy that worked well for me.
My advice to you is to write articles and press releases and submit them to article directories and press release distribution services who will then distribute your articles and press releases to other websites who will publish them and in return link back to you. Also, you can submit your site to bloggers through a popular service called Blogitive (Blogitive will get blogs to post one-way anchor text links to your site in their blog, which will greatly enhance your search engine ranking).
If you are not patient enough to wait for your search engine ranking to improve, you can attract visitors to your web site instantly by using pay-per-click advertising (PPC). With PPC, you pay a certain cost per click to have an ad for your web page run at or near the top of the search engine listings for certain keywords. This can be extremely costly and ineffective. It is not uncommon for webmasters to blow thousands of dollars on PPC advertising and make only a few sales.
The best way to promote your site, if you are actually selling something, is through an affiliate program. You need to provide an affiliate code to other online merchants so that they will place your banner on their site; every time you make a sale that resulted from an affiliate referral, the affiliate gets a commission. Some internet companies have thousands of affiliates, and get all the business they would ever need or want this way; and it costs you nothing.
To recruit affiliates, you should submit your affiliate program to as many directories as possible (there are directories where you can list your affiliate program for free). The best way to find affiliates is by listing your program on forums or message boards visited by webmasters who are looking to generate additional revenue for their online business. You will have to consult with an experienced programmer who can set up the affiliate program so that the codes used to track sales for each affiliate will work properly.
So, to summarize, you should first optimize your website and submit it to search engines. You should then begin submitting articles and press releases to article directories and press release distribution services. You should also submit your site to Blogitive so that bloggers will write a review of your site and link to it, further boosting your link popularity. You might want to join a link exchange, but trading links often proves fruitless. Also, you should set up an affiliate program. And finally, you should budget a small amount of money to spend each week on pay-per-click.
If you are persistent and use all of these methods, you will continually increase your traffic over a period of time. It will probably take approximately 3 years of performing each of the tasks outlined in this article, on a daily basis, to get where you want to be. Just stick with it and your efforts will be rewarded in the long run.
Small Business Marketing: How Much Follow Up Is Enough?
One of my clients recently asked me the following question...
"So I have the new prospects and I send them 'Good to meet you' cards. In three months I send them another card ... then what? How do I develop and build relationships with busy interior designers so they'll think of me for decorative painting?"
Building Relationships Takes Dedication and Frequency
In marketing, it's all about frequency. Sending out a "good to meet you card" is great, but waiting three months is way too long. By that time, your prospect has probably already forgotten about you.
The 3-10x Rule
Did you know that you need to hit your prospects at least 3 to 10 times in order to get their attention and move them to action? Maybe even more. So, it's crucial that you set up a marketing system that allows you to repeatedly follow-up with your prospects at least this many times.
There's a reason when someone subscribes to my email list that they receive three email messages within the first 7 days. And, there's a reason I take the time to write and distribute this Ezine every single week.
It's because I know that even if my subscribers don't read every issue, I am reminding them every single week that I am here, sharing valuable information and letting them know I am available to help them with their marketing, if they are ready for some help.
You Must Provide Value
In my experience, the best way to build relationships is by providing value. While sending the occasional postcard or promotional letter may serve to remind your prospects about your product or service, it won't do much to build a relationship with them.
You must provide them with valuable information. Maybe my subscriber who wrote in with the question about following up could send out weekly, biweekly or monthly tips on decorating. Maybe it's a quick painting or color tip or trend. Or, maybe it's educational information about decorative painting.
Your Prospects Buy When They're Ready, Not When You Are
It is important to remember that just because you are ready to sell your product or service, does not mean your prospect is ready to buy it. They'll buy when THEY are ready or have an imminent need for what you are offering. Until that time, your job is to provide value, educate them and remind them you are there and available whenever they are ready.
Don't Worry About Being A Pest
If you are providing value, you really don't have to worry about following up too often. If however, you are only following up to ask for the sale, you'll become a pest relatively quickly.
And regardless, you will lose some prospects along the way. People will no longer be interested in what you offer or they may not want to hear from you. But consider this ... if they don't want to hear from you, odds are they weren't going to buy from you either. If they ask to be removed from your list, they're just helping you out by improving the quality of your list.
So don't take it personally. Remember it's just business.
It Takes Time ... Sometimes a LONG Time
I have had people on my list for over a year before they decide to purchase anything. And, I know that some people on my list may never make a purchase. That's why having an automated way to follow up (like a weekly Ezine) is so important. Because it doesn't take any more effort on my part to follow up with 10 people or 10,000 people.
Your Marketing Step
Take a look at your follow-up system this week. How often are you following up with your prospects? Do you have a system that ensures they hear from you repeatedly? Is that system automated? Are you providing value?
Make sure you are not stopping after one, two or even three contacts. Create a long-term follow-up system that provides lots of value to your prospects and start building relationships for the long haul.
It may take some time to "prime the pump" as they say, but before long this process will start delivering paying clients to you on a consistent basis.
"So I have the new prospects and I send them 'Good to meet you' cards. In three months I send them another card ... then what? How do I develop and build relationships with busy interior designers so they'll think of me for decorative painting?"
Building Relationships Takes Dedication and Frequency
In marketing, it's all about frequency. Sending out a "good to meet you card" is great, but waiting three months is way too long. By that time, your prospect has probably already forgotten about you.
The 3-10x Rule
Did you know that you need to hit your prospects at least 3 to 10 times in order to get their attention and move them to action? Maybe even more. So, it's crucial that you set up a marketing system that allows you to repeatedly follow-up with your prospects at least this many times.
There's a reason when someone subscribes to my email list that they receive three email messages within the first 7 days. And, there's a reason I take the time to write and distribute this Ezine every single week.
It's because I know that even if my subscribers don't read every issue, I am reminding them every single week that I am here, sharing valuable information and letting them know I am available to help them with their marketing, if they are ready for some help.
You Must Provide Value
In my experience, the best way to build relationships is by providing value. While sending the occasional postcard or promotional letter may serve to remind your prospects about your product or service, it won't do much to build a relationship with them.
You must provide them with valuable information. Maybe my subscriber who wrote in with the question about following up could send out weekly, biweekly or monthly tips on decorating. Maybe it's a quick painting or color tip or trend. Or, maybe it's educational information about decorative painting.
Your Prospects Buy When They're Ready, Not When You Are
It is important to remember that just because you are ready to sell your product or service, does not mean your prospect is ready to buy it. They'll buy when THEY are ready or have an imminent need for what you are offering. Until that time, your job is to provide value, educate them and remind them you are there and available whenever they are ready.
Don't Worry About Being A Pest
If you are providing value, you really don't have to worry about following up too often. If however, you are only following up to ask for the sale, you'll become a pest relatively quickly.
And regardless, you will lose some prospects along the way. People will no longer be interested in what you offer or they may not want to hear from you. But consider this ... if they don't want to hear from you, odds are they weren't going to buy from you either. If they ask to be removed from your list, they're just helping you out by improving the quality of your list.
So don't take it personally. Remember it's just business.
It Takes Time ... Sometimes a LONG Time
I have had people on my list for over a year before they decide to purchase anything. And, I know that some people on my list may never make a purchase. That's why having an automated way to follow up (like a weekly Ezine) is so important. Because it doesn't take any more effort on my part to follow up with 10 people or 10,000 people.
Your Marketing Step
Take a look at your follow-up system this week. How often are you following up with your prospects? Do you have a system that ensures they hear from you repeatedly? Is that system automated? Are you providing value?
Make sure you are not stopping after one, two or even three contacts. Create a long-term follow-up system that provides lots of value to your prospects and start building relationships for the long haul.
It may take some time to "prime the pump" as they say, but before long this process will start delivering paying clients to you on a consistent basis.
Friday, March 23, 2007
Targeted Email Marketing Campaigns
Email marketing gets results but for the kind of results that marketers rave about it's essential to develop targeted email marketing campaigns - campaigns that identify and reach the people most likely to respond.
Without effective targeting, your email campaign - any marketing, for that matter - will be a hit and miss affair resulting in low response rates and wasted marketing dollars. It will also be a complete waste of the key strength of email marketing: that it can be targeted more effectively than any other marketing.
It simply doesn't make sense to broadcast to all and sundry when you can focus your efforts - and your dollars - on the people most likely to buy.
Identify your target markets
To identify your target markets, first break down or "segment" your market into groups of people likely to have similar needs and wants. Segmentation can be along any lines you like. For instance, by age group, gender, employment status, location, lifestyle, attitudes, concerns, ethnicity, skill level, and so on.
The idea is to recognise that there is no such thing as an "average" customer. Different types of people have different needs and wants. Consequently, some groups will find the particular (and ideally, unique) benefits of your products and services more appealing than others. These are your target markets.
Because email marketing can reach very specific types of people you can take segmentation to some lengths, for highly-targeted email marketing campaigns. There will almost always be an email list/newsletter to match.
However, target markets must remain large enough to justify the time and effort if not the expense (targeted email marketing is cheap) of a dedicated email campaign.
Ideally, you will hit on market segments that are a good size and also underserved by competitors - a niche marketing opportunity. This is why it is worthwhile spending some time on segmentation.
Create a targeted email marketing message
Having identified your target markets, don't drop the ball with your message.
You will need to develop a separate email message or "creative" for each target market, focusing on their particular needs and wants, and how your particular products or services can fulfil them. Bring your "unique selling proposition" into play, to demonstrate how you can fulfil them better than your competitors.
It's also important to speak your target market's language. Use an appropriate style and tone, and words which have the greatest impact with that market. For example, "affordable," "stylish," "durable," "easy-to-use," "honest," "fast."
In short, create an email that is highly-relevant and therefore highly-interesting to your target market.
Write an effective subject line
There is plenty of advice available on writing marketing email subject lines. In summary, they should be straightforward, contain your business name, be both informative and relevant, and as short as possible. They should capture the essence of your email. For this reason they are best written after not before the message.
An excellent side-benefit of targeted email marketing is that it is much easier to write with specific types of people in mind than for mass audiences. Great news if like most people you hate writing promotional copy.
Select targeted email marketing lists
The next step in your targeted email marketing campaign is to find email lists that reach your target market. For most small and home businesses, the most affordable option will be email newsletters (ezines) with a subscriber profile matching your target market. Solo ads - emails sent to subscribers separately from the newsletter - are highly-affordable.
Most email newsletters are listed in directories, such as FindEzines, Zinester, EzineHub and the Directory of Ezines. (Search for "ezine directory".)
Target the right time
With the key elements of your targeted email marketing campaign in place, there is one more factor to consider before you send: timing.
An advantage of email marketing is that campaigns can be timed to the minute. Think about your target market's lifestyle to choose the best time to send. Ideally, it will be a time when they not only check their email but also have time to give it their attention.
For moms this might be late in the evening when the kids are in bed. For young professionals with an active social life, it might be lunchtime, when they are neither working or out on the town. Trust your common sense on this one. Statistics on the most popular email opening times are misleading.
Test your targeted email marketing campaign
My piece of final advice on targeted email marketing is to test your campaign. Ad testing is standard procedure for large companies. Thanks to the affordability of email, it's an option for small businesses too.
Once you have perfected your targeted email marketing campaign you can invest in more expensive lists and roll out your campaign with confidence.
Without effective targeting, your email campaign - any marketing, for that matter - will be a hit and miss affair resulting in low response rates and wasted marketing dollars. It will also be a complete waste of the key strength of email marketing: that it can be targeted more effectively than any other marketing.
It simply doesn't make sense to broadcast to all and sundry when you can focus your efforts - and your dollars - on the people most likely to buy.
Identify your target markets
To identify your target markets, first break down or "segment" your market into groups of people likely to have similar needs and wants. Segmentation can be along any lines you like. For instance, by age group, gender, employment status, location, lifestyle, attitudes, concerns, ethnicity, skill level, and so on.
The idea is to recognise that there is no such thing as an "average" customer. Different types of people have different needs and wants. Consequently, some groups will find the particular (and ideally, unique) benefits of your products and services more appealing than others. These are your target markets.
Because email marketing can reach very specific types of people you can take segmentation to some lengths, for highly-targeted email marketing campaigns. There will almost always be an email list/newsletter to match.
However, target markets must remain large enough to justify the time and effort if not the expense (targeted email marketing is cheap) of a dedicated email campaign.
Ideally, you will hit on market segments that are a good size and also underserved by competitors - a niche marketing opportunity. This is why it is worthwhile spending some time on segmentation.
Create a targeted email marketing message
Having identified your target markets, don't drop the ball with your message.
You will need to develop a separate email message or "creative" for each target market, focusing on their particular needs and wants, and how your particular products or services can fulfil them. Bring your "unique selling proposition" into play, to demonstrate how you can fulfil them better than your competitors.
It's also important to speak your target market's language. Use an appropriate style and tone, and words which have the greatest impact with that market. For example, "affordable," "stylish," "durable," "easy-to-use," "honest," "fast."
In short, create an email that is highly-relevant and therefore highly-interesting to your target market.
Write an effective subject line
There is plenty of advice available on writing marketing email subject lines. In summary, they should be straightforward, contain your business name, be both informative and relevant, and as short as possible. They should capture the essence of your email. For this reason they are best written after not before the message.
An excellent side-benefit of targeted email marketing is that it is much easier to write with specific types of people in mind than for mass audiences. Great news if like most people you hate writing promotional copy.
Select targeted email marketing lists
The next step in your targeted email marketing campaign is to find email lists that reach your target market. For most small and home businesses, the most affordable option will be email newsletters (ezines) with a subscriber profile matching your target market. Solo ads - emails sent to subscribers separately from the newsletter - are highly-affordable.
Most email newsletters are listed in directories, such as FindEzines, Zinester, EzineHub and the Directory of Ezines. (Search for "ezine directory".)
Target the right time
With the key elements of your targeted email marketing campaign in place, there is one more factor to consider before you send: timing.
An advantage of email marketing is that campaigns can be timed to the minute. Think about your target market's lifestyle to choose the best time to send. Ideally, it will be a time when they not only check their email but also have time to give it their attention.
For moms this might be late in the evening when the kids are in bed. For young professionals with an active social life, it might be lunchtime, when they are neither working or out on the town. Trust your common sense on this one. Statistics on the most popular email opening times are misleading.
Test your targeted email marketing campaign
My piece of final advice on targeted email marketing is to test your campaign. Ad testing is standard procedure for large companies. Thanks to the affordability of email, it's an option for small businesses too.
Once you have perfected your targeted email marketing campaign you can invest in more expensive lists and roll out your campaign with confidence.
Some 'Golden Rules' of logo design
While the variables are infinite (that's a good thing - it means that every logo can be unique) there are certain benchmarks (I hesitate to call them rules) that if you follow, will pretty well insure that you'll end up with a decent and workable logo. While whether or not a logo is 'good' remains completely subjective, following these pointers will give you a logo that's usable, practical and promising a long shelf life.
1) UniquenessYour logo should be able to stand out as completely 'yours'. It's surprising how many times we get asked to 'copy' logos - we've even had clients request a 'version' of my brand. Not a good idea. On top of the potential legal complications nothing screams 'unprofessional' like a logo that's looks even remotely like someone else's. Do not copy. I'll say it again. Do. Not. Copy.
2) TimelessEvery few years there's a trend, or fad, that new logos seems to embrace. A few years ago it was the 'swoosh' - made logos all hi-tech and 'internety'. Trouble is, everybody jumped on that bandwagon and the treatment rapidly became hackneyed and trite. Few years hence, and we've got lots of people stuck with out of date designs. The latest design logo trend is so-called 2.0, a technique that (like a lot of design trends) can be traced back to Apple Computers. Take your logo, add a 'gel' treatment, give it glassy reflection at the bottom and you're all set. (hey - the 3D version of our house could qualify). Web 2.0 is still going strong, but I'll go out on a limb and say it will be yesterday's news by end of summer.
3) Gimmick FreeSpecial FX and filters are usually applied, by inexperienced designers, to logos that are 'missing something'. Trouble is, what the logo is generally missing is any design integrity, and adding bevels, lens flares and drop shadows is the logo design version of 'putting lipstick on a pig'. While it certainly shows how cool the latest design software is, it doesn't do much for the professionalism of your mark. Such treatments are fine for glamour shots (used as display pieces on brochures and the like) but are only going to cause grief down the road, especially when it comes to application of your new logo on standard business material. Your logo should be as technically simple as possible for adaptability, which just happened to be number 4 on our list...
4) AdaptabilityOver the life of your company, you'll want to plaster your logo over everything you send out. That's the point of having a logo in the first place. In order to do this, you'll need a logo that's adaptable to every occasion and while they may look 'pretty' , the design gimmicks we just talked about render your logo impractical for many of these uses. Some of these uses - checks, FAXes, embroidery, newspaper ads, invoices, letterheads, etc. Your new logo has to work on all of them. You'll also need a quality black and white version that can reproduce as a halftone grayscale, or in the cases of low-resolution BW reproduction, a linear version.
5) ScalabilityWhen using your logo, you'll need to be able to use it small. Real small. Postage stamp size. Classic example of this - over the years, I've designed a load of sports event posters that feature logos from dozens of event sponsors. Space only permits the logos to be featured as very small images and it's always the simpler logos that stand out when viewed from a distance. The cluttered logos aren't recognizable to any great degree and the sponsors are probably wasting their money, especially if inclusion on the poster is the only benefit of their sponsorship. When it comes to scalability, the text portion of the logo is the most important, as that's the piece you want people to remember. Scrawny, sickly text doesn't read very well at half an inch high.
6) Color is SecondaryColors are extremely important. Using consistent corporate colors will become part of your brand - that's understood. However, when it comes to the design of your logo, color must always be secondary. A logo that requires color to 'hold' the design together is fine when reproduction is optimal - websites, 4 color process printing and what have you - but even then only if the size is appropriate as well. Logos that rely too much on color tend to blend together when used small (see above) and unless the contrast between the two colors is pronounced, will be a grey mess if used in black and white. As for low-resolution reproduction (FAXES, checks, etc) you can forget about readability completely - logos that use color as a design cornerstone usually come out as black blotches on a FAX transmission and with all their money, banks still haven't figured out how to print a decent check.
7) Appropriate Aspect Ratio & FootprintThe aspect ratio of a logo is the relationship between a logo's height and it's width. Bottom line, you don't want a logo that's too tall, or too wide. Square'ish' is always best as this allows the maximum adaptability of a logo, especially when it's being used in conjunction with other artwork. The 'footprint' of a logo refers to the amount of physical space that's required to place a logo on any page. If the footprint is 'wonky' - trailing design elements 'poke' outside the footprint - it can greatly affect the size that the design can be used at, as well as the visual impact of same.
Like most 'rules' of design, not all of these will apply in every situation, and in many cases, we'll toss them out completely. However, they should give you a road map that will help you navigate the sometimes frustrating creative process to design your new logo.
1) UniquenessYour logo should be able to stand out as completely 'yours'. It's surprising how many times we get asked to 'copy' logos - we've even had clients request a 'version' of my brand. Not a good idea. On top of the potential legal complications nothing screams 'unprofessional' like a logo that's looks even remotely like someone else's. Do not copy. I'll say it again. Do. Not. Copy.
2) TimelessEvery few years there's a trend, or fad, that new logos seems to embrace. A few years ago it was the 'swoosh' - made logos all hi-tech and 'internety'. Trouble is, everybody jumped on that bandwagon and the treatment rapidly became hackneyed and trite. Few years hence, and we've got lots of people stuck with out of date designs. The latest design logo trend is so-called 2.0, a technique that (like a lot of design trends) can be traced back to Apple Computers. Take your logo, add a 'gel' treatment, give it glassy reflection at the bottom and you're all set. (hey - the 3D version of our house could qualify). Web 2.0 is still going strong, but I'll go out on a limb and say it will be yesterday's news by end of summer.
3) Gimmick FreeSpecial FX and filters are usually applied, by inexperienced designers, to logos that are 'missing something'. Trouble is, what the logo is generally missing is any design integrity, and adding bevels, lens flares and drop shadows is the logo design version of 'putting lipstick on a pig'. While it certainly shows how cool the latest design software is, it doesn't do much for the professionalism of your mark. Such treatments are fine for glamour shots (used as display pieces on brochures and the like) but are only going to cause grief down the road, especially when it comes to application of your new logo on standard business material. Your logo should be as technically simple as possible for adaptability, which just happened to be number 4 on our list...
4) AdaptabilityOver the life of your company, you'll want to plaster your logo over everything you send out. That's the point of having a logo in the first place. In order to do this, you'll need a logo that's adaptable to every occasion and while they may look 'pretty' , the design gimmicks we just talked about render your logo impractical for many of these uses. Some of these uses - checks, FAXes, embroidery, newspaper ads, invoices, letterheads, etc. Your new logo has to work on all of them. You'll also need a quality black and white version that can reproduce as a halftone grayscale, or in the cases of low-resolution BW reproduction, a linear version.
5) ScalabilityWhen using your logo, you'll need to be able to use it small. Real small. Postage stamp size. Classic example of this - over the years, I've designed a load of sports event posters that feature logos from dozens of event sponsors. Space only permits the logos to be featured as very small images and it's always the simpler logos that stand out when viewed from a distance. The cluttered logos aren't recognizable to any great degree and the sponsors are probably wasting their money, especially if inclusion on the poster is the only benefit of their sponsorship. When it comes to scalability, the text portion of the logo is the most important, as that's the piece you want people to remember. Scrawny, sickly text doesn't read very well at half an inch high.
6) Color is SecondaryColors are extremely important. Using consistent corporate colors will become part of your brand - that's understood. However, when it comes to the design of your logo, color must always be secondary. A logo that requires color to 'hold' the design together is fine when reproduction is optimal - websites, 4 color process printing and what have you - but even then only if the size is appropriate as well. Logos that rely too much on color tend to blend together when used small (see above) and unless the contrast between the two colors is pronounced, will be a grey mess if used in black and white. As for low-resolution reproduction (FAXES, checks, etc) you can forget about readability completely - logos that use color as a design cornerstone usually come out as black blotches on a FAX transmission and with all their money, banks still haven't figured out how to print a decent check.
7) Appropriate Aspect Ratio & FootprintThe aspect ratio of a logo is the relationship between a logo's height and it's width. Bottom line, you don't want a logo that's too tall, or too wide. Square'ish' is always best as this allows the maximum adaptability of a logo, especially when it's being used in conjunction with other artwork. The 'footprint' of a logo refers to the amount of physical space that's required to place a logo on any page. If the footprint is 'wonky' - trailing design elements 'poke' outside the footprint - it can greatly affect the size that the design can be used at, as well as the visual impact of same.
Like most 'rules' of design, not all of these will apply in every situation, and in many cases, we'll toss them out completely. However, they should give you a road map that will help you navigate the sometimes frustrating creative process to design your new logo.
Using Testimonials for Maximum Effect
Anyone who's been in marketing for more than a day understands the value of customer testimonials. Better than any other form of proof (logical argument, data, endorsements), they can prove particular claims that the marketer wants to make about his product.
But, like any marketing tool, the strength of a testimonial is greatly related to the effectiveness of its presentation. If you give your customers typical testimonials in a typical way, they will have very little effect, because they will neither attract attention nor deliver an emotional message. But if you can find a way to make the testimonial new - either with the language itself or with the presentation - the effect can be powerful.
When I teach young copywriters the power of proving their claims, I stress the importance of not using testimonials that "sound like" testimonials. When a customer tells you that your product is "far and away the leader in its field" or "the best thing since sliced bread," you may be thrilled because it sounds like something you might have written yourself. But that's precisely why you shouldn't use it.
The best testimonials are those worded in a way that catches your attention, conveys a positive message, and does so with credibility. "Damn good eatin' fish!" is a testimonial I'd much rather use than "Succulent and tasty." The "damn" arrests my attention, the choice of words is believable, and the effect of making "eating" an adjective conveys an immediate benefit. It almost makes the mouth water.
So that is one thing - selecting, finding, or creating language that meets these criteria:
* attracts attention* conveys a benefit* achieves credibility
But that's not all. To make your testimonials do their job, they need to be presented in a format that supports those three objectives. In a sales letter, for example, testimonials are typically presented as one- or two-sentence quotations that are placed either in the text itself or at the margins. If you have a bunch of one- or two-sentence testimonials, it doesn't hurt to use them that way.
But if you have a really good testimonial, one that's distinctive and believable and strongly conveys the chief benefit of your product, you should find a more creative way to present it. You can, for example, turn it into a big bold headline and bolster it with an eye-catching photo of the customer enjoying the benefit.
Perhaps the best way to achieve both powerful, unique language and a captivating presentation is to show actual customers in their natural environment speaking their own words. Infomercials selling wealth-building programs often present real customers talking about their success, but they are usually in a staged setting - in front of the beach or a swimming pool - and their comments seem to have been coached out of them. A much better approach would be to have these people walking around their homes or businesses, interacting with other people and talking candidly and in an unrehearsed way about how their lives changed by following the system that is being sold.
Home Depot just released three commercials that do a very good job of this. So good, in fact, that I'd recommend you study them to get an idea about what is possible - particularly nowadays, when just about every business should be working in mixed media, incorporating video into their advertising program.
Home Depot's new commercials feature documentary-like accounts of customers who have fixed up their homes. One features an African-American mother, her sister, her daughter, and her son. Seated in front of her children and beside her sister, the mother is obviously proud of the painting and spackling job she did on the living room. She says something like, "Now my kids say Mom did this and Mom did that"... and is interrupted by her daughter saying, "At first we were, 'Mom, you're messing up the house.'" The commercial flashes back to the mother getting tips on spackling at Home Depot and features impressive before-and-after shots. It ends with the mother saying, "This is a building that I made into a home."
Another one begins with a young mother saying something like, "I'm going to try to tell this story without crying." And then, "Two weeks after I bought my house, Dad died. He remodeled every house we ever lived in." And then she starts crying.
According to a review of the ad series by Stuart Elliott in The Wall Street Journal, the commercials were directed by Jeff Bednarz, a documentary filmmaker. "We started with the notion that nobody can tell a home-improvement story better than the customer can," said Gary Gibson, creative head of the Richards Group, the ad agency handling the Home Depot account. "They tell them better than we write them."
I agree. The message of these little films is empowerment and the effect is sentimental - but that sentiment is successful because it comes without a script and without professional actors. The cinema verite style that Bednarz chose to depict the customers' stories makes them at once dramatic and believable.
The bottom line is this: Testimonials work well if they are true - and the closer you can get to truth, the stronger your sales message will be. When working with testimonials, ask yourself, "How can I show this customer experience as dramatically and truly as possible?" You'll get a much better response.
But, like any marketing tool, the strength of a testimonial is greatly related to the effectiveness of its presentation. If you give your customers typical testimonials in a typical way, they will have very little effect, because they will neither attract attention nor deliver an emotional message. But if you can find a way to make the testimonial new - either with the language itself or with the presentation - the effect can be powerful.
When I teach young copywriters the power of proving their claims, I stress the importance of not using testimonials that "sound like" testimonials. When a customer tells you that your product is "far and away the leader in its field" or "the best thing since sliced bread," you may be thrilled because it sounds like something you might have written yourself. But that's precisely why you shouldn't use it.
The best testimonials are those worded in a way that catches your attention, conveys a positive message, and does so with credibility. "Damn good eatin' fish!" is a testimonial I'd much rather use than "Succulent and tasty." The "damn" arrests my attention, the choice of words is believable, and the effect of making "eating" an adjective conveys an immediate benefit. It almost makes the mouth water.
So that is one thing - selecting, finding, or creating language that meets these criteria:
* attracts attention* conveys a benefit* achieves credibility
But that's not all. To make your testimonials do their job, they need to be presented in a format that supports those three objectives. In a sales letter, for example, testimonials are typically presented as one- or two-sentence quotations that are placed either in the text itself or at the margins. If you have a bunch of one- or two-sentence testimonials, it doesn't hurt to use them that way.
But if you have a really good testimonial, one that's distinctive and believable and strongly conveys the chief benefit of your product, you should find a more creative way to present it. You can, for example, turn it into a big bold headline and bolster it with an eye-catching photo of the customer enjoying the benefit.
Perhaps the best way to achieve both powerful, unique language and a captivating presentation is to show actual customers in their natural environment speaking their own words. Infomercials selling wealth-building programs often present real customers talking about their success, but they are usually in a staged setting - in front of the beach or a swimming pool - and their comments seem to have been coached out of them. A much better approach would be to have these people walking around their homes or businesses, interacting with other people and talking candidly and in an unrehearsed way about how their lives changed by following the system that is being sold.
Home Depot just released three commercials that do a very good job of this. So good, in fact, that I'd recommend you study them to get an idea about what is possible - particularly nowadays, when just about every business should be working in mixed media, incorporating video into their advertising program.
Home Depot's new commercials feature documentary-like accounts of customers who have fixed up their homes. One features an African-American mother, her sister, her daughter, and her son. Seated in front of her children and beside her sister, the mother is obviously proud of the painting and spackling job she did on the living room. She says something like, "Now my kids say Mom did this and Mom did that"... and is interrupted by her daughter saying, "At first we were, 'Mom, you're messing up the house.'" The commercial flashes back to the mother getting tips on spackling at Home Depot and features impressive before-and-after shots. It ends with the mother saying, "This is a building that I made into a home."
Another one begins with a young mother saying something like, "I'm going to try to tell this story without crying." And then, "Two weeks after I bought my house, Dad died. He remodeled every house we ever lived in." And then she starts crying.
According to a review of the ad series by Stuart Elliott in The Wall Street Journal, the commercials were directed by Jeff Bednarz, a documentary filmmaker. "We started with the notion that nobody can tell a home-improvement story better than the customer can," said Gary Gibson, creative head of the Richards Group, the ad agency handling the Home Depot account. "They tell them better than we write them."
I agree. The message of these little films is empowerment and the effect is sentimental - but that sentiment is successful because it comes without a script and without professional actors. The cinema verite style that Bednarz chose to depict the customers' stories makes them at once dramatic and believable.
The bottom line is this: Testimonials work well if they are true - and the closer you can get to truth, the stronger your sales message will be. When working with testimonials, ask yourself, "How can I show this customer experience as dramatically and truly as possible?" You'll get a much better response.
Subscribe to:
Posts (Atom)