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

3 Big (Affordable) Marketing Ideas For Your Small Business

As a small business owner or entrepreneur, you have BIG ideas for your business. But do you have the budget to match?

A San Francisco sunset captured by a drone

Don’t let a tight budget keep you from marketing your business and showing your tremendous products or services to potential new customers. These three tips will help you market your business in a big way without blowing the budget.

Think Big on a Short-Term Scale

Would you love to shoot drone footage of your landscape projects? Rent a drone for a day and capture footage for your website, blog and social channels. If you’re interested in high-priced equipment or technology, see if you can rent it. You’ll stay on budget and test the equipment, so you’ll know what you want if you can buy one in the future.

You can also rent big-ticket items for occasional needs to keep capital free for other purchases. Looking for designer clothing for a photo shoot? Rent styles that fit your project if you don’t plan on using them regularly. There’s no need to buy them to use one or two times.

Along with renting big ticket or low use items, barter goods and services with fellow small business owners or professionals. Perhaps a graphic designer will design a marketing piece for you in exchange for you writing copy for her website. If you go this route, be honest about the value of your services, so it’s a win-win for both parties involved. You don’t want to damage your reputation by shortchanging a fellow small business owner or business professional and losing potential business.

Modify Stock Solutions to Fit Your Needs

Stock photos and other tools draw a bad rap, but they are lifesavers to small business owners everywhere. Search sites such as Pixabay or Creative Commons to find photos you can legally use in your marketing efforts. (Note any citations required and follow any stipulations mandated by the photo owner.) Then, modify these photos to fit your needs with tools such as Canva or PicMonkey. Canva offers free and low cost stock photos as well.

You can use PowerPoint to remove backgrounds from images (if you have permission to do so), add text to images and add filters. Create a visual for a specific social platform by changing your slide size to the preferred size of the platform, and then save your design as an image file (JPEG or PNG) to share. Screenshots are another visual option, depending on what you’re trying to show.

Don’t forget about social platforms when editing photos! Most platforms offer an array of filters, stickers, text options and more to add personality to your photos and make them stand out. Keep your brand in mind when modifying photos or editing visuals. Does it fit your brand image? Do you stick with a certain aesthetic on social? Have fun and show your brand’s personality, but don’t use a filter, sticker or other edit that doesn’t fit your brand.

Build a WordPress site (or pay someone to build you one) instead of having a custom website designed from scratch. WordPress offers hundreds of themes, both free and paid, that allow you to find a look that fits your business. You can customize your site extensively, even if you don’t know how to code. Build a beautiful, user-friendly site on a much smaller budget that will serve your customers and potential new customers well.

Do It Yourself But Don’t Hurt Your Brand

With the internet, there is more information and tools at your fingertips then ever before. You can handle a lot of tasks for your business yourself, but be honest about your capabilities. Don’t try to DIY something that ends up looking cheap or unprofessional and hurts your brand.

Take photos of interesting sights when you’re out and about to use for future content. It’s nice to be able to use your own photos and not have to worry about finding stock photos like we mentioned earlier. If something captures your eye, take a photo. You never know what will be a good fit for a future blog article or social post.

Can’t afford a professional video crew or photographer? Ask a friend with a steady hand to film a short video of you talking about your business or take some pictures of you in action. The cameras on most smartphones today are high tech, so you can still look professional while staying in budget.

While we’re on the subject of creating content, there are a number of free, online tools to help you create a variety of content types. Create GIFs, convert videos to GIFs and edit images with EZGIF.com. Find out what colors are on a website or in an image with Color Combos or ImageColorPicker.com. View vector art, find free fonts and much more at PRISM. Create videos with Adobe Spark or Animoto.

Know Your Tools, Capabilities and Limitations

We’re not trying to dissuade you from hiring a professional. At some point, you’ll come across a situation or project where you need professional skills and expertise. However, we understand that budgets can be tight for small businesses and startups. It may make sense to handle as much as you can internally for now until you can afford to outsource tasks and free up your time to focus on why you’re in business.

If that time has come for you or you’ve hit your limits with your marketing efforts, let’s talk. We offer professional services and experience at affordable rates, so that time may come sooner than you think. Have a question or looking for a specific tool? Ready to recommend another affordable tool? We’d love to hear from you in the comments below.

A small business owner thinking big (on a budget),
Jaime

Let’s connect! Say hello on social, share your favorite affordable business tools or ask us a marketing question on the platforms below.

How To Find the Right Influencer For Your Brand

In our last post of 2017, guest blogger Tanya Sen shared Why Influencer Engagement is Important in Digital Marketing. Partnering with an influencer can boost your digital marketing efforts, but you need to put together a plan before diving into a relationship.

How To Find the Right Influencer For Your Brand by Clearly Conveyed Communications

A Partnership Made in Heaven… or Not

The success of your influencer marketing efforts will hinge on who you partner with. Is this individual or group a good fit for your brand? Will your audience — and theirs — believe the influencer uses your product or service? If not, you’re unlikely to see any real return on investment (ROI) from your efforts. The influencer’s posts or ads may draw high engagement due to his or her star power, but it won’t carry over to your brand.

Who Is An Influencer?

When you think of an influencer, you may think celebrity, but that’s not always the case. Especially in B2B marketing, it helps if your influencer has clout or expertise in your area or some type of tie-in. For example, uni-ball® partnered with legendary identity theft expert, Frank Abagnale, to promote the tamper-resistant ink in its pens. Abagnale’s story was told in Catch Me If You Can, and he now works with the FBI to help them catch identity theft criminals.

Micro-Influencers May Deliver A Big Win

When you’re looking for the right influencer to partner with, look closely at your loyal supporters or key personalities in your niche. This person may not have a massive following on social, but you’ve noticed he or she has an active audience interested in what you do — and this micro-influencer’s opinion on the subject. You may have found yourself a partner who can help drive your digital marketing efforts even though he or she has fewer than 10,000 followers and no celebrity status.

“Micro-influencers deliver 60% higher campaign engagement rates; moreover, those campaigns are 6.7 times more efficient per engagement than those with influencers with larger followings.” -Ismael El-Qudsi, MarketingProfs

Look For Star Power In-House

You may find the perfect influencer for your brand in-house. Do any of your employees have a special relationship with your audience? Whether through a memorable personality or exceptional service with a smile, one or more of your employees may be an ideal influencer. In addition, an employee advocacy program can help your employees become more comfortable sharing your content on social and promoting your brand.

“In an average company, only 3% of employees share company-related content, but they are responsible for driving a 30% increase in the content’s total likes, shares, and comments.” -Katie Levinson, LinkedIn

Integration Is Key

Wherever you find an ideal influencer, integration into your brand messaging is key. It’s not enough to pay someone — famous or not — to post about your products and services. The partnership needs to “fit” and feel right to both audiences. Launching a new product or refreshing your brand? Bring in an influencer early on and integrate him or her into your marketing plans. True integration brings authenticity and better results.

Summary

Influencer marketing can drive your digital marketing efforts — and sales — to new heights, but take the time to plan your strategy before jumping into a relationship. Don’t get wooed by a trendy celebrity or hot fad that doesn’t make sense for your brand. Do your research to find the right fit, whether it’s a micro-influencer, employee or thought leader in your field, and remember to integrate your influencer into your marketing efforts and overall brand message to increase your chances of success.

What celebrity/brand partnership works well? Is a bad fit?
Has a micro-influencer helped boost your sales or encouraged you to buy?
What employees influence your purchasing behavior at a company?
What brands do a great job of integrating influencers into their overall marketing efforts?

CCC’s Chief Influencer,
Jaime

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Content Marketing: A Crucial Component of the Customer Experience

A stat from a recent article on content marketing caught our eye.

“Consumers engage with 11.4 pieces of content on average prior to making a purchase.”

pexels-photo-296878

In the B2B world, buying journeys tend to run longer anyway, but consumers (B2B and B2C) are doing their homework these days. Studies show that 70-80% of people research a company online before visiting the small business or making a purchase with them.

Whether it’s leftover angst from the Great Recession or the availability of information today, it’s precisely why content marketing is so important.

Here’s a real-life example:

Recently, I stayed over in Park City, Utah, for a day after working a client’s conference in nearby Salt Lake City. On a whim, I decided to get a massage after spending the previous four days pounding convention center floors. I pulled up local spas on my phone, checking their hours, availability and services. Not surprisingly, I contacted the spas who had this information available online — not ones I had to call just to see if they were open. And the spas who had additional content available — more in-depth descriptions of their services, photos of their facility, online real-time availability, etc. — moved to the top of my list.

What does this have to do with content marketing? The information I sought was quality content created by (or for) these spas: descriptive services pages with quality photos, blog articles on the benefits of one type of massage over another, recommendations on how to maximize your spa-going experience. This is what consumers are looking for today before making a purchase or even contacting your company.

While I didn’t end up getting a massage, I did manage to take a break from technology and enjoy the magic of Park City. But not before I utilized even more content — a visitor’s guide from my condo, Park City Transit’s website — to plan my stress-free day.

We’re all consumers at some point, so don’t forget about your experiences as a customer when you put on your marketing hat. These experiences are valuable and can make us better marketing professionals, if we choose to use them.

Reader Feedback

How have you used content marketing to learn more about a business or make a purchase?

How do you use your experiences as a customer to become a better marketing professional?

What types of content do you prefer when researching a company or purchase?

A professional customer and marketing professional,
Jaime

 

Let’s chat (about content marketing, customer experiences or otherwise):
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2016 Olympic Marketing Game Winners

So many athletes won big at this year’s Olympics, delivering their best performances on the world’s biggest stage. Who won the 2016 Olympic Marketing Games?

Gold

Under Armour, Rule Yourself 

This popular brand has done the best job of taking advantage of changes to Rule 40. It submitted a marketing plan in accordance with the (slightly) relaxed restrictions and advertised its sponsorship of Michael Phelps and other athletes without ever using Olympic intellectual property (IP), which isn’t allowed by non-sponsors. This video alone is nearing 11,000,000 views, has been shared over 68,000 times and has an average watch duration of 1:21 (for a 1:31 video). The best part? Under Armour’s Olympic marketing efforts are part of a larger overall campaign, so the brand receives an A+ for cohesiveness. [UPDATE: Under Armour removed this video and reposted it, so we’ve linked to the new video. Aforementioned statistics were for the original video.]

Olympic Marketing: A Balancing Act for Brands

Silver

Visa, The Swim

While The Carpool to Rio was an impressive spot, Visa grabbed our attention with its nod to refugee Yusra Mardini’s incredible journey to becoming an Olympian. As an official sponsor, the company has a heavy presence leading up to and during the Games, and this year was no different. This video alone racked up nearly 5,000,000 views, 715 shares and an average view duration of 29 seconds for a 30-second spot. [UPDATE: This video is no longer available on a Visa YouTube channel, so we linked to it elsewhere.]

Super Bowl 50: Winners & Losers on the Big Stage

Bronze

Mini USA, Defy Labels

This spot initially caught our eye on TV, and we love the message behind it. We’ve all been labeled in our lives, oftentimes unfairly or based on stereotypes. It also fits in with the company’s product line, which defies expectations based on its size. Mini USA is an official Olympic sponsor, so the company can use Olympic IP throughout its campaign. The TV spot had a 98.12% average view rate (top 5 overall), and this video (one of a series) has captured nearly 18,500 views and 847 shares. [UPDATE: We’re now linking to an archive of this commercial, not the original video.]

Now that we’ve handed out our medals, let us know your Olympic Marketing Champions. Which ads or overall campaigns caught your attention?

An Olympics (& marketing) fan,
Jaime

Let’s chat (about the Olympics, your marketing needs or otherwise):
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4 Retro Ways to Connect with Modern Audiences

Everywhere we look lately, from entertainment to business, what’s old is new again. Well established franchises are selling out movie theaters, the toy aisle is straight out of the eighties and businesses everywhere are turning back the clock to stand out in this fast-paced, digital world.

Clearly Conveyed Communications -- We give you a voice.

How can you go retro to connect with customers and grow your business today?

Make it personal with a handwritten note. When you receive a handwritten note, card or letter, it feels more personal. The recipient will appreciate that you took the time to put your thoughts on paper. The next time you want to thank a loyal customer or employee, don’t send an email. Jot down why you appreciate the recipient and how much you value the relationship, job he’s doing, etc. A little writing will go a long way!

How House of Cards is Winning the Marketing Game

Develop long-term relationships. Relationship marketing is a buzzword today, but the concept is straight out of a bygone era. Take the time to get to know your clients and employees, business partners and vendors. Let them know you’re in it for the long haul, not just a short-term sale. People want to do business with people they trust and that takes time to develop.

Give your audience your undivided attention. Viewers loved the alcohol carts in offices on Mad Men, but many of them missed the point. The ad men (and few women) would sit down and spend time with their clients when they stopped in. They weren’t too busy running from meeting to meeting to listen to their clients’ challenges and concerns. Many creative solutions were born over Old Fashioneds with no outside interruptions.

Mad Men: Master Storytelling In Any Era

Embrace paper in the digital age. In an age of email and the cloud, using paper is one way to grab recipients’ waning attention. Feature direct mail in your next marketing campaign, and reorder your physical business cards. In fact, go old school — embossing, engraving, bold lettering and colors set off with white space — to stand out from your competition. Going all digital removes your audience’s sense of touch, which limits their sensory experience while interacting with your brand.

In Summary

Handwritten notes, developing long-term relationships, giving your undivided attention and embracing paper will help you connect with today’s audiences. Don’t be afraid to be different, even if that means being inspired by a bygone era.

We’re grabbing our fedoras to head out for Old Fashioneds and Vodka Martinis with clients. Care to join us?

Embracing the future with help from the past,
Jaime

Let’s chat (about building relationships, your communications needs or otherwise):
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4 Tips to Communicate Clearly With Emojis

When emojis burst onto the scene, people rejoiced. These colorful characters were fun and broke through language and cultural barriers. In 2015, the Oxford Dictionaries cemented their place in our language by selecting an emoji — the Face with Tears of Joy — as the Word of the Year. Predictions of a future with little to no text were widespread, and businesses (who hadn’t already) started using this popular form of communication. Sounds perfect, right?

Are you communicating clearly with emoji or being misunderstood?

Over Coffee by Drew Herron via CC BY-NC-SA 2.0 // text & graphics added by author

Not quite. As a recent study discovered, emojis can be misinterpreted just like other form of communication. The first problem is that the same emoji can display differently on different platforms (Apple, Samsung, Google, etc.). In addition, two people can look at the exact same emoji displayed identically and interpret it differently.

Should your brand stay away from all things emoji? No, but you need to exercise caution like you do with any form of communication.

These four tips can leave you smiling with tears of joy instead of face-palming:

  • Plan Ahead: Are you thinking of utilizing emojis in an upcoming campaign? Do some research. View how your selected emojis display on different platforms and look into any popular alternative interpretations to the meaning you’re intending. It’s a lot easier to change your campaign than deal with a PR gaffe.
  • Be Careful Using Emoji that Display Differently: Maybe you have a dire need to use the grinning face with smiling eyes emoji, but be careful. This is one of the emojis that displays differently across platforms and can cause confusion and unintended responses. Try to stick with more universally displaying and understood emojis if possible. 👍

Same Emoji + Different Smartphone Platform = Different Emotion

Graphic courtesy of grouplens

  • Remember Your Brand Voice: Emojis are a part of your brand’s voice, so be consistent when you’re using them. The face with tears of joy emoji wouldn’t work well for a conservative brand or industry. Take your audience into consideration too; they may not use emojis or have any interest in them.
  • Don’t Forget About Hashtags: Trending and popular emoji hashtags, such as #WorldEmojiDay or #emoji can boost your posts and tweets. Remember to check out any hashtags first before jumping in. They could be about something completely unrelated to what you’re thinking, making it inappropriate to participate. Emojis are available as hashtags on Instagram, so use them accordingly to increase your reach.

Warning: Appropriate Hashtag Usage on Instagram Will Result in Major Traffic Increase

 

Emojis can help you break through the information overload and connect with your target audiences — if they use and understand the colorful characters. As with any communication, a little foresight, planning and common sense will help you communicate your message clearly and not get lost in translation.

Does Your Brand Speak Emoji?

What are your favorite emojis? What emojis would you like to see introduced?

Does your brand utilize emojis in its communications? Have you ever had an emoji miscommunication?

Speaking emoji (when appropriate),
Jaime

Let’s chat (about emojis, your marketing needs or otherwise):
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Share the Luck of the Irish with Your Clients & Employees

Whatever your background, we’re all Irish on St. Patrick’s Day!

St. Patrick's Day revelers enjoy the celebration

St. Patrick’s Day by Courtney Collison via CC BY-SA 2.0 http://bit.ly/1QVmT1J

Here’s how to share the spirit of this holiday with your business family:

  • Throw an Irish potluck — Ask employees to bring their favorite Irish-themed foods for a festive event in the office. If you’re throwing a last-minute shindig, order in from your favorite Irish restaurant. Hand out fun promotional items, such as four leaf clover-printed sunglasses, green hats or four leaf clover beads. Remind everyone to wear green and punctuate the event with some fun Irish music (or March Madness)!
  • Enjoy March Madness during a St. Patrick’s Day Happy Hour — Invite your employees and/or clients to Happy Hour at your favorite local pub. Cheer on your favorite men’s college basketball teams (or the ones you picked on your bracket) with an ice cold Guinness in hand. If you’re feeling lucky, pick up the first round of drinks along with some hors d’oeuvres. Enjoy the camaraderie as you survive the roller coaster ride of the NCAA Tournament!
  • Hold a Luck of the Irish Contest — Invite your clients to participate in a themed contest celebrating this popular holiday. Anyone who places an order receives a mystery discount or gift. You can hold the contest digitally with a well-designed landing page, email marketing and social media promotion. Take the contest offline with direct mail, scratch off tickets and in-person visits. Don’t forget to create a hashtag and encourage clients to post their winning tickets on social!
  • Bring the Irish Spirit into Your Office — Encourage employees to wear green along with festive accessories. Reward the most festive, creative and other categories of your choice with gift certificates to your local pub, lunch delivered in the office or a day (or afternoon) off. Throughout the day, highlight your festivities on social media so fans can get to know the faces behind the scenes and see your fun culture.

St. Patrick’s Day 2016: How the World Will Celebrate From Dublin to Tokyo

However you decide to celebrate, have fun! May the Luck of the Irish be with you and your business always.

Cheers,
Jaime

Let’s chat (about green beer, holiday marketing or otherwise):
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The Art of Follow-Up

It’s an integral part of the marketing process yet most marketers don’t do it. Unfortunately, not following up on your marketing efforts leads to missed opportunities and sales.

"Over Coffee" by Drew Herron via CC BY-NC-SA 2.0

Do you excel at the art of follow-up?

We get it. You’re busy. You meant to follow up on the leads from the tradeshow or a marketing campaign or your latest email newsletter, but other things got in the way. Your boss called. Your kids got home from school. Life happened.

What’s the big deal?

The business-to-business (B2B) buying cycle is longer than business-to-consumer (B2C) and typically involves more people. You have to spend more time nurturing prospects and may have to touch them 7, 8 or 9 times (or more) before getting a sale.

How Many Touches Make a Sale?

While you would love to send out an email newsletter and have your website flooded with orders, that rarely happens. However, with the analytics available today, you can see who opened your newsletter the most and what links they clicked on, along with other data. Follow up with these prospects! They’re interested and may have been interrupted by life before reaching out to you.

“The single biggest problem in communication is the illusion that it has taken place.”  -George Bernard Shaw, author

Now here’s the fun part. How do you consistently follow up with people without being annoying?

  1. Get Social — It’s helpful to be connected to your customers and prospects on social media (business accounts at least), so you can engage with them. Each like of a post or retweet is a soft touch and reminds the person that you’re available.
  2. Note Communication Preferences — You have a slew of communication options at your fingertips today, but your customers and prospects probably have a preference. If Bob prefers Facebook Messenger, send him a message. If Sally would rather talk on the phone, give her a call.
  3. Be Customer-Focused — Yes, you want the sale but that’s not your customer’s or prospect’s issue. Let them know why you’re following up: so they don’t miss incredible savings or show up at their tradeshow next week empty-handed. How is closing this sale going to help them?
  4. Be Flexible — If you’re not hearing back, offer to schedule a quick call or visit when it’s most convenient for your customer or prospect. Let them know that you value their time and will be brief. It may be easier for your customer to meet you at a coffee shop for lunch or talk on their way to pick up their kids after work.

Following up is extra work but it also leads to more opportunities and sales, especially when done right. Use your data to decide where your best opportunities lie, but be human when reaching out to your customers and prospects. The art of follow-up is one of those things that computers just don’t understand, and that’s a good thing. 🙂

Feedback on Following Up

How do you decide when to follow up with customers and prospects?

Have you noticed your customers’ communication preferences?

Do you need more targeted leads to follow up on? CCC is Inbound Certified and we make marketing that people love. Let’s talk about how we can help you. 

Pic credit: Over Coffee by Drew Herron via CC BY-NC-SA 2.o

Happy Follow-Up Friday!
Jaime

Let’s chat (about follow-up, your marketing needs or otherwise):
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