How to Connect with Customers in the Age of Assistance

We’re living in the age of assistance. What does that mean for marketers?

Marketing tips in the age of assistance
Customers have more options than ever before today, thanks to technology. Therefore, each buyer’s journey is unique and customers are looking for valuable content to educate themselves before making a purchase.

“Focus on the user and all else will follow.”

Your marketing strategy needs to be focused on your customer or prospect. Where do they look for information? How do they like to shop? How do they like to interact with brands?

If people need help, they usually start with Google. (While the search giant reaches 93% of US consumers, note that your customer base or target audience may use Bing or another search engine. It’s important to know where your customers go.) We’re busy, distracted and always on the go, so people are searching on mobile, including reviews, for information to make decisions in the moment.

Consider this example… Jon is working at home when he hears water running. The problem is that he’s not running any water. After heading upstairs, he realizes that his toilet is overflowing. He lives in an older home, so there’s no shut-off for the toilet; he needs to turn off his water at the main shut-off. Quickly, he Googles shut off water main and finds a YouTube video showing him how to locate his main water valve and shut it off. Jon follows the directions and shuts off his water before suffering any damage. Who does he call to fix the toilet? The local plumbing company who provided the video, of course.

Note that this local company gave Jon the information he needed first. He didn’t have to dig through their website or sit through a sales pitch beforehand. Educating consumers before you ask for a purchase or deliver a call-to-action (CTA) drives business.

 

Meet People in the Moment

People are living in the moment today, so they rarely plan in advance. Jon probably should have known where his main water shut-off valve was, but he had recently moved in and hadn’t gotten around to finding it yet. He’s not alone.

Mobile searches for today, tomorrow or now are up 900%. Our phones are never out of reach, so it’s always convenient to find the information we need—in a traffic jam, at the doctor’s office or at your kid’s ballet recital.

How can you meet your customers or prospects in the moment?

Start where they start: Google yourself.

Google yourself, your category and your business. Do you like what you see?

 

Google yourself, your category and your business (in incognito mode, if you prefer). Do you like what you see? Are you providing valuable content to help your customers and prospects educate themselves and move along the buyer’s journey? Or are you only asking for the buy? Be a part of the conversation along the entire journey, so consumers can get to know your company and form an emotional connection with you. If you just show up at the end when consumers are ready to buy, they’re likely to go with another company who has been there all along the way.

While we’re on this subject, does your business have a Google My Business listing? If not, set one up. This free resource helps you connect with customers across Google Search and Maps, boosting your SEO efforts. Remember to include a phone number too. It allows people to quickly call you, which could be the difference between you getting an opportunity or your competitor.

While Google My Business is an important starting point, don’t stop there. Tracking how your customers first found you is important, but so is measuring every moment that matters to your business. Each buyer’s journey is unique today, so you need to track every interaction with your customer and map out their individual customer journey.

Your customer may have found your company through Google, but then she visited your website, read a few blog articles to learn more about a subject that interested her and connected with you on your Facebook Page. After those steps, she contacted you to discuss a project. If she hadn’t made all of those steps, she may not have ever contacted you to do business. That’s why it’s so important to measure every interaction or touch point with your customers, so you understand how they want to be communicated with and helped along their unique buyer’s journey.

 

Make an Emotional Connection

People are looking for more from brands and businesses today. They don’t want to just buy stuff; they want to support companies who have similar values to theirs and are good corporate citizens.

Tell your brand’s story: how you got started, why you’re in business and the faces behind the brand name. Talk about your charitable efforts and community involvement, so customers can see your values in action. They want to know where their hard-earned dollars are going and what kind of company they’re supporting. Tell your founder’s story and shine the spotlight on your employees with behind-the-scenes content, including how your product is made, a day in the life or following employees outside the office.

Creating an emotional connection with your audience is crucial to your marketing and sales efforts.

 

While customers want to get to know your business or brand, they also want to be entertained. Most people make decisions emotionally and then look for rational reasons to support their decisions—especially when we’re making so many decisions today in the moment.

So, your content needs to educate, entertain and connect with your customer on an emotional level. In fact, advertising campaigns are twice as likely to perform well if they contain emotional content instead of rational content. Buyers consuming your content want to feel a connection with your brand—not think about how your brand will help them.

In 2019, we average a 3-second attention span online, so you need to grab a viewer’s attention quickly. Create joy or surprise right away to keep viewers engaged with your content. Consumers get distracted every 10 minutes, on average, and take three minutes to refocus, so you’ll need to keep them engaged the entire time they’re consuming your content. If you lose them, they may jump to something else and never come back.

3 Key Principles in the Age of Assistance

  1. Be There—Connect with the right people during key moments of intent.
  2. Be Valuable—Give consumers the information they need where they are.
  3. Be Quick—Automatically act on intent. Consumers expect quick responses today!

As marketing professionals, how can you deliver on these three key principles?

  1. Know Your Audience—Go beyond demographics to target consumers effectively. Detailed buyer personas are important!
  2. Know Your Brand’s Story—Tell your story, so your audience can understand your values and connect with your business on an emotional level.
  3. Conceptualize the Space—Understand the marketing domains your customers are operating in so well that you know the best ways to connect and communicate with them in those areas.
  4. Self-Educate—Marketing knowledge is constantly updating today, so you need to always be learning.

Understanding your customers (beyond simple demographics) is so important today, because you need to meet them where they are when they need you. What data do you have on your customers (that you’re protecting)? How can you leverage that data to better serve them (not to sell to them)?

Knowing how your customers first heard of you is no longer enough. Go beyond the first click to measure every interaction or touch point with your buyer. It will change your understanding of how each customer wants to be communicated with and helped along the way.

Follow your customers across social media platforms (however they use them) to email and messaging services to brick and mortar locations. We’re living in the age of assistance where micro-moments and individual interactions matter for your business. How are you making the most of every single one?

Questions? Comments? Leave your feedback We’d love to hear your thoughts!

Are you struggling to connect with your customers in the age of assistance? Let’s discuss how we can help you with your marketing efforts!

Let’s connect,
Jaime

Super Bowl 50: Winners & Losers on the Big Stage

We know who won on the field, but who won the battle of the brands? Here’s our take on the winners and losers of Super Bowl 50 advertisers.

“If it doesn’t sell, it’s not creative.” -David Ogilvy

Portraits by Jeep for Super Bowl 50

Jeep’s ads, including Portraits, were on point.

Winners

  • Give A Damn, Budweiser: First, the King of Beers spent $5 million on a PSA condemning drinking and driving. 👍 Second, they featured none other than Dame Helen Mirren, who is known for portraying strong, frank women, and she didn’t mince words. Third, for every #GiveADamn mention, Budweiser donated $1 toward safe driving programs. Drinking & driving is a serious problem, and the ad’s timing was perfect.
  • Ultrasound, Doritos: This ad held our attention, featured the product prominently and made us crave Doritos! It makes sense for a snack brand to advertise during the big game, and this year concluded the company’s strong 10-year run of crowdsourced commercials. Doritos crunched its way to being the second most mentioned brand on Twitter during the game.

  • Portraits & 4x4ever, Jeep: The auto manufacturer scored twice this year. Portraits grabbed our attention with black and white images of Jeep owners that looked like they were captured on a (vertical) smartphone. More importantly, the brand spoke to its core audience in both spots, recognizing that Jeep owners crave experiences and live an adventurous, off-road lifestyle. “We don’t make Jeep. You do.”
  • The Longest Chase, Toyota: “Wait. Is this a Prius?”  Toyota wanted to convey that the all-new 2016 Prius isn’t just a comfortable ride. How do you do that in a fun, entertaining way? Have four buddies rob a bank, have their getaway car towed and outrun police on a wild, multistate chase. Speed, handling, gas mileage, spacious interior… #GoPriusGo
  • Storm’s a-Brewin’, Death Wish Coffee: The self-proclaimed maker of the strongest coffee in the world won this year’s Small Business, Big Game contest by Intuit, and its spot didn’t disappoint. Vikings? A raging storm? A day of reckoning? On brand for a company that uses a skull and crossbones in its logo. Two thumbs up for the prominent product and website placement at the end.

Honorable Mention

  • Esurance: You may have noticed that the online auto insurance company only advertised during the pre-game (when price tags are a little lower). So how did it steal the show? By enticing Twitter users to retweet its brand-appropriate tweets to enter to win big $$. Esurance was the most mentioned brand on Twitter during the game (835,101 tweets — 4x that of #2, per Amobee Brand Intelligence) and even trended on Facebook — with a Twitter contest.

Losers

  • #puppymonkeybaby, Mountain Dew: This bizarre ad reinforced that all publicity is not good publicity. Yes, people were talking about it, but most of it wasn’t good. We love puppies, monkeys and babies, but combining them doesn’t excite us — or make us want to drink MTN DEW Kickstart. After this commercial, we’re staying as far away from it as possible.

  • A New Truck to Love, Honda: Don’t get us wrong; we love Queen. But be honest: Did you actually remember which company ran this ad? Or were you just singing along to a great song? So were we, but that’s tough to justify the hefty price tag ($10 mil?).

  • Breathe, Michelob Ultra: Was it just us or were you a little confused by this spot too? We get that Michelob Ultra targets athletic and fit people, not your stereotypical beer drinkers, but there had to be a better way to show that — and drop $5 million.
  • What We Were Thinking, Quicken Loans: We’re all about technology making things easier but should applying for a mortgage be that easy? Maybe the biggest purchase of your life shouldn’t be done while waiting for your food at a restaurant. This commercial seemed to imply that an app could fix our economy overnight, which seems ridiculous. Let’s not #RocketMortgage our way into another recession.
  • Great Loans for Great People, SoFi: We touched on startup SoFi heading to the big game previously. While admirable, we’re not sure that its ad was the best way to spend 20% of its annual marketing budget. The company’s looking for a pretty specific customer, and the Super Bowl might not have been the best way to reach that market. We love fellow small businesses and startups (even ones with deep pockets), so we hope we’re wrong here.

That’s our take on the winners and losers of Super Bowl 50. Congrats to the Broncos and every advertiser who sees a legit return on its investment. As a wise man once said, “if it doesn’t sell, it’s not creative.”

Join the Post Game Huddle

Do you agree with our advertising winners and losers?

Would you advertise during the Super Bowl if you had the budget?

Were you on social media during the game? What platform were you on the most?

Still craving Doritos (and Death Wish Coffee),
Jaime

Let’s chat (about the Super Bowl, your marketing needs or otherwise):
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Advertising: Do You Watch?

Are you a fan of ads? In the age of TIVO and DVRs, you’re probably thinking that’s not even relevant anymore. But I’m talking about all types of advertisements, from magazine and online ads to billboards and yes, television. I came across an article on the ‘winners’ of Olympic advertising, so this subject came to mind.

Would you advertise here? I would.
Photo credit: I Do Reviews

As an advertising major, I probably tend to pay attention to advertising more than most. In past training sessions on the effectiveness of advertising, I would ask attendees the one day of the year when folks actually watch TV for the ads. Normally someone would interject “the Super Bowl!” which is what I was looking for. While an ardent football fan, I do look forward to the ads as well, as sometimes the game itself isn’t exactly entertaining (unless you’re a fan of the winning team, of course). I did always find it interesting that most of the attendees’ favorite ads didn’t make them think of the advertiser. An expensive way to just make someone laugh, no?

The Man. The Myth. The Legend. Don Draper.
Photo credit: FOLLOWINGTHEBUZZ

With the success of Mad Men, it seems like advertising has become a little more popular again (thanks, Don Draper). However, I’m curious as to whether people are actually paying attention to it or just watching this entertaining TV show.

So, back to my original question. Do you pay attention to advertising?


What’s your favorite ad? Or advertiser? By the way, if you’re interested in the article I mentioned at the beginning of my post, here you go.

I’d love to hear your thoughts!

Jaime