Smooth Move Marketing

Posts Tagged ‘marketing’

This is the second in a series of articles we will be publishing relaying thoughts and ideas from the Internet Retailer Conference in Chicago, which occurred June 5th through June 7th. Peter Kosciewicz, Director of E-Commerce for the Eastwood Company, and Chris Saito, Senior Director, Shopping Products for Yahoo! Shopping, delivered a presentation entitled “Social Networking: The Peer Pursuasion Marketing Tool.”

According to Kosciewicz, the Web today has grown into an “architecture of participation” that facilitates social networking through devices such as blogs, wikis, RSS, podcasts, and more. Forrester Research has published studies that show that traditional marketing is continuing to lose credibility. For example, in 2002, 78% of respondents in a survey said that ads are a good way to learn about a new product. In 2004, that number had dropped to 46%. In 2002, 14% of respondents agrees that companies generally tell the trust. As pathetic as 14% is, in 2004, it had declined even further – down to 7%. Social networking as a means of marketing overcomes this lack of consumer trust because it relies on the word of the consumer rather than the word of the producer. Research from Datamonitor reported that 85% of repondents in a survey indicated that word-of-mouth from friends, family, or colleagues is more trustworthy than corporate-generated content.

So how do you take advantage of social networking to sell more product? Simple – you open yourself up. You plant the seeds of a community to grow up around your site by using devices such as blogs, customer reviews, and forums to give a voice to your customers or prospective customers. The caveat is that you must be high quality. You must have high quality service and a high quality product. If not, avoid this marketing method.

Kosciewicz outlined four important rules for using social networking on your web site:

1. Guide but don’t control.
2. Never censor.
3. Don’t be afraid of the negative.
4. Don’t be paranoid.

If you open up a forum on your site but then restrict what people are allowed to say, such as removing posts that are negative toward your company or that mention your competitors, then you will do more damage than good to your reputation. Use negativity as a way to improve your business. If people are negative, look at that as feedback and act on it. Make changes, and then let your community know about it. Don’t worry about your community talking about your competition. Your attitude has to be that you are the best, so why worry about it?

As a community develops around your web site, certain members will establish themselves as more influential than others. They will be more outspoken, and will be the ones who often respond to others. Cultivate these members, because they can be powerful allies. Once you have identified the more influential members of your community, contact them regularly, give them free product, become their friend. Feed your influencers information, and they will distribute it for you. But do not make it appear that you are only interested in them because they can help you sell stuff. You need to be genuine.
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How well do you know your customers?

What is the primary reason your customers or clients come to you? Or purchase your product or service? What is the Number One problem you solve for them? Do you know? Are you certain? If you don’t, your marketing could be missing the mark, and you could be missing out on sales.

Uncovering Your “Key Selling Point”

This is the Single Marketing Message that is the central message in all of your communications about your business, product or service. It can be difficult for small business owners to determine what their single marketing message should be. Why? Because they are too close to their business. And, because they are viewing their business from their side of the desk.

Keeping your marketing customer-focused can be a challenge

Even if we know we should be looking at our business from our customers’ perspective, it’s often easier said than done. As a result, it is easy to get caught up in all the amazing features of our product or service and the reasons we THINK our clients are attracted or are buying.

But sometimes our vantage point is clouded by our own perceptions and beliefs. And those perceptions and beliefs may be inaccurate. So how do you pinpoint the real reason customers are attracted to your product or service and the true reasons they are choosing to buy?

There is an easy way to stay on track

Very simply, YOU ASK THEM! Okay, I know it seems obvious, but you’d be surprised how often we don’t think of the obvious.

Your prospects and customers (and yes, even your rejecters — those who visit but don’t buy) can provide great insights about the benefits they value most in your product or service and why they chose to buy.

Whether you have a lot of customers or only a few

You don’t have to have a large customer or prospect base to do some research to see if you are on track. Even if you only have a handful of clients or customers, contact them and ask them what they like most about your product or service.

Talk to your Clients or Customers

(1) What is the one thing that got them to purchase?

(2) Have you delivered on that promise?

(3) What do they like least about your product or service?

(4) How could you improve your product or service?

(5) What else (in your business category) do they have a need for?

(6) How else could you help them be successful, be happier, or solve whatever problem your product or service solves for them?

Talk to your Rejecters

If you choose to survey rejecters (which I have done very successfully for years for one of my clients) find out why they DIDN’T buy.

(1) Ask them what product or service they bought instead of yours? And why?

(2) Ask them what that competing product or service offered that yours did not?

(3) Ask if there is anything you could do to get their business in the future? Product or service changes, additions, deletions?

Talk to your Prospects

Do you have a list of prospects — those who have expressed an interest in your product or service but have not yet purchased? Perhaps they have subscribed to your newsletter or ezine.

(1) Ask them for feedback on your newsletter or ezine content.

(2) What topics are they interested in learning more about?

(3) How can you help them to be more successful, happier, etc?

(4) Find out what they want and who they are

And in all three cases — Clients/Customers, Rejecters, and Prospects — if it seems appropriate, ask for a little information about who they are. Age, gender, profession, where they live, how much they typically spend in your product or service category.

This will help you get a better understanding of your target audience and you’ll know if you’re attracting the kind of people you thought would be interested in your product or service. And if you need to change your marketing strategy to reach a different audience, or to perhaps change your target audience.

It will help you better serve them

The more you can learn about your prospects and customers the better you can serve them. And the more effectively you can market to them.

You may be in for a surprise

I’ve had clients tell me they thought they knew why people were buying from them until they asked. And what they heard surprised and shocked them.

Very often what you hear can help you zero-in on a Unique Selling Proposition that you never thought of. And because it came from the mouths of your customers you know it is compelling and effective.

Don’t change everything based on a few opinions

My only caution is if you only have a handful of customers or prospects to survey, don’t make any major changes or decisions until you are able to validate your findings among a larger group of people.

Or at least test any changes you do make before making a final decision to overhaul your entire business or marketing plan. Common sense is the rule here. Just use your own good judgment and don’t over-react to comments made by only a handful of people.

You can ask in a number or ways – Choose what works for you

There are any number of ways to collect research from your prospects and customers. You can telephone them, email them, mail them a written questionnaire, or you can meet with them in a group (called a focus group) to collect their opinions.

You can be as formal or informal as you feel comfortable. Typically the larger number of clients you survey, the more formal the survey. If you have only a handful of people to talk to, simply pick up the phone and call them. Read the rest of this entry »

I approached her sliding glass window and stood in back of a gentleman whom I assumed she was helping. After about three minutes, I realized he was waiting for the office manager and she could have acknowledged my presence. I stepped up to the window; she did not say good morning; she did not smile; she just glared at me. I started to speak; she pointed a finger at a clip board with a paper to fill out. I placed the completed sheet in front of her, perhaps expecting a thank you or a smile or at least ‘have a seat; the doctor will see you soon’.

I was so intrigued by her manner that I watched her interaction with the other patients. The man sitting next to me started to tell me that even though he had an appointment he had been waiting a long time. He told me he was extremely dissatisfied with the way the place was run and was starting to regret his association with this office. With a bit of humor, I told him I was watching the receptionist and asked if she had uttered a word to him. He started to laugh, and said, “Come to think of it, not a word!”

The next patient to come in was an older woman with a walker. The receptionist was not at her desk so the woman took a seat and waited for her return. She again pointed at the clip board, took the form, threw her sliding glass door closed and said nothing. The next one was the mailman, who I’m sure she sees daily. Again, not a smile or a hello; she stuck out her hand for the mail and handed him the outgoing mail. Read the rest of this entry »

Do you have all the business you could possibly want or need? If you’re like me, you’re still growing your business. Marketing is an ongoing item on my agenda, and I’m always looking for new ways to market my services. Where do you begin the process of attracting more business? How do you get the ball rolling in the direction you want your business to be heading? Well, it’s really simple. Start planting seeds! If you can start your garden growing this spring, why not start your business growing too?

You can start by telling everyone what you do, including those people in your life you see every day. Talk to your hairdresser, dentist, financial advisor, or babysitter. You just never know who they might know who may want or need your products or services. Leave business cards with those people, so they can hand them out to others who may be interested in contacting you. That old saying that includes the line “the butcher, the baker, and the candlestick maker” may just ring true after all.

Plant seeds everywhere you go. Typical ways to market your business are fine, but the best way is by simply using word-of-mouth. “Who do you know…” can be a very powerful statement when you are talking to others about what you do or what you sell. Let your presence be known. Be creative! I have a Team 100 list of the top professionals I know. When someone either in my professional circle or my personal circle is looking for a particular service, I’m able to refer them to someone I know and trust. All of the professionals on my list are able to refer me to those they know as well. It’s a win/win situation. My name is on their list, their name is on mine, so the seed has been planted, and keeps growing. Read the rest of this entry »