Fifty years ago, the primary platforms used to communicate to customers were print media, TV commercials, and billboards. Given this, large-scale campaigns were pricey, and only a h andful of major br ands had the resources with which to execute them.
Now flash forward. These days, the results of corporate marketing initiatives are as ubiquitous as the air we breathe. As marketers, we still have the commercials, billboards, and print ads to content with, but now we also have to consider things like search engines, social media, and mobile computing. Beyond that, we must deal with the knowledge that just about anyone with a computer and an internet connection now has the capability to market a product or service online, quickly and inexpensively. The issue becomes:
Your customer is st anding in front of a fire hose, but are YOU the one getting them wet?
Every time your customer is hit with a new pop-up, banner ad, or promoted tweet, they become more and more desensitized. They’re getting bombarded with endless potato chips, when what they really want is a substantial meal. Do you know how to feed them?
Content is the value
In an information-driven market, the companies that will prevail are the ones that underst and the type of information their customers must receive in order to justify their investment in a relationship. Just showing up and spouting what you want them to know about your offering doesn’t do the job anymore. Rattling on about features and benefits will put them to sleep—or worse, yet, make them click away.
Demystifying customer needs
The easiest way to give customers what they need is simply to hear what they’re saying. Have you listened to your customers lately?
- Discover relevant online destinations. Set up keyword searches to deliver information on the blogs, web sites, and social media outlets you need to monitor. Actively listen to the online chatter about your br and, industry, and competitors.
- Solicit direct feedback. Develop and share an online survey with your customers, giving them an anonymous way to tell you what they think— and what they want.
- Identify conversation trends. As you review the information you’ve gathered, you’ll probably be able to identify a number of recurring issues that appear to be the most important to your customers. Turn these into a set of key customer statements (e.g., “I need to stop wasting money on service bundles I cannot use,” “I want to spend less time managing my IT infrastructure.”).
- Turn customer statements into marketing messaging. Develop the pillars of your messaging framework around your customer statements (e.g., “We provide all the services you need, and none of the ones you don’t,” “Our products reduce your IT maintenance time by 65%.”), and then spin them further into marketing copy:
Are you tired of paying for service bundles filled with offerings you can’t use?
XYZ Company provides custom solutions that target your unique needs—without a lot of extras you don’t want. . .
Are you spending too much time managing your IT infrastructure?
XYZ Company can cut the amount of time you spend on IT administration by 65%, so you can focus on building your bottom line. . .
Campaigns based upon actual online conversations will resonate keenly with customers because you are repeating to them exactly what they told you. Your content will capture their attention because you are telling them that you recognize what they need, and that you are able to deliver it.
For more information on connecting with customers, please check out our website: https://www.c3centricity.com/home/engage/