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03 May 16:14

13 Great Discovery Questions

by Kevin Beales
Sales revenue is won and lost in discovery - the crucial call or part of the process where opportunities are qualified for fit, whilst the compelling reasons to buy are revealed by gaining visibility of the pain, value, cost savings and benefits that your product or services can unlock.

Our own rather crude ‘ survey’ saw most sales leaders citing as much as 90-95% of the sale relied on a great discovery.

But discovery time, and earning the right to ask all your discovery questions, is really limited. Whilst your rapport, value proposition and great questions may maximize this, put it this way - you cannot afford to waste a single question.

Every question and answer has to move the needle to:
- create fit (and qualify out where that doesn’t exist)
- demonstrate compelling value (the type of value that makes deals happen)

With initial discovery calls often scheduled for 10-15 minutes, how many lousy questions do you want to ask? How many questions that fail to reveal the full value and problem you can fix can you afford?

There are many great questions to ask on discovery, and this article is not meant to be a checklist or anything like conclusive. The best questions will come from listening, and asking pertinent questions that help reveal opportunity specific for that prospect, but the following in no particular order, can all be amazing questions that will work beautifully to aid your objective of creating fit and value.

1. Tell me more about that?

We are starting to get somewhere. The seed of a pain or opportunity may be emerging, but we don’t know enough yet. One of the most frequent mistakes sales reps make is not going deep enough at this stage - they note the insight, pain or value and fail to fully understand its cause, cost, repercussions and the extent of the issue.

You can ask a further direct question, but it may be too specific, loaded (assumptive), multi-choice (‘is the cause x, y or is it z’) or even worse, plain useless in eliciting any greater value to you or your prospect.

‘Tell me more about that?’ invites them to continue to share more detail and granularity, without risking any of the above.

2. Why is that important to you?

This question will help to not only understand why this ‘may’ be a priority to resolve or unlock, but crucially it is personal - Why is it important to YOU? What would solving that problem or unlocking that opportunity make a difference to them personally?

Does this problem give them endless headaches? Take them valuable time and resource (by the way - what would they do with that time if they had it back ;-) Has someone tasked them to achieve/solve that? Has that been set as a priority to them by the business or their seniors? Is this linked to their compensation? Is their job on the line if not?

3. What happens if nothing changes/you don’t do x?

What's the status quo look like? What’s the consequence of not solving this pain or pursuing the opportunity? Revealing the extent and cost (monetary, resource, personal etc) of not taking action, gives context to understanding how much of a priority this is actually likely to be and why, and helps the prospect describe an undesirable outcome - that perhaps you can help them change.

4. Can I ask you a difficult question?

You are just about to ask the ‘tough question’. It’s going to get uncomfortable, but is crucial in helping all parties get real value.

This question achieves three things:

a) Prepares the prospect - this is no longer a bolt from the blue that can cause upset or lack upset the rapport you have built
b) Seeks permission - you are respectful and don’t want to ask if it’s not with permission. You can still hit reverse if required (it rarely is)
c) You can explain why you wanted to ask - even though you appreciate its uncomfortable. ‘In order to help suggest a solution, can I ask you a difficult question?’ for example.

This question takes all the edge away from your ‘tough question’.

Pete Caputa, formerly of Hubspot and now tearing it up at Databox, wrote a great article on this subject. https://blog.hubspot.com/sales/how-to-ask-your-prospect-tough-questions

5. Is it (current solution) working?

What are the existing problems, issues, concerns or missed opportunities in their current solution. The sentiment and tone of response will guide as to whether this represents an area you can add value and solve, or whether the opportunities to help are elsewhere.

‘Is it working?’ is not abrasive, but gets immediately to the point of revealing

6. Who else cares about (solving problem/opportunity revealed)?

Creating excitement in solving a problem or adding value is great, but the average B2B sale has 6.8 decision makers involved ( https://hbr.org/2017/03/the-new-sales-imperative). Is your guy/gal a decision maker? Who is? And who else will be involved, influence or sign this off?

Asking who is the decision maker can undermine your prospect - or worse, they say they are, but this becomes a half truth at best, but only revealed when it's too late.

This question ensures you understand who else is incentivized to solve this and why, allowing you at probe how you can engage, demonstrate, convince and get the excitement in each and every stakeholder.

7. Where is this on your priorities today?

Excitement is great. Problems may feel like they are there to be solved. Opportunities a no brainer to unlock. But nothing happens if it is not important enough and time bound - ideally with a compelling reason.

This question reveals how important this is and allows you to subsequently determine the compelling event and timescale to a successful sale.

8. If we fixed that, what would that mean?

What is the value of making this change - solving this problem or exploiting this opportunity? What changes or happens? These may of course be financial, resources, focus, strategic, risk mitigation. It also may be very personal - and you should ask that too.

The subtly is in the word ‘we’. Subliminally ‘we’ are now going to solve this problem together.

9. Are you ready to solve this now?

Does urgency exist? Is there a compelling event? Why?

If they are not yet ready to ‘solve this’, it will reveal the reasons, hurdles or timescales so that you can address, mitigate or work with.

Or reveal that it is not as compelling as the excitement or fit initially suggested.

10. If I can propose a solution, what would we need to do to make that happen?

Before even revealing how, can we understand the steps to making this happen. This presents a clear roadmap on how such a solution gets approved.

It's also coupling the solution just about (but not yet) revealed to this roadmap or series of actions.

11. What’s going to stop us working together by xx (‘end of this month’)?

Tried and tested to reveal any hurdles or actions not yet spoken or discussed, but the key is to make this time-bound. What will stop this potentially happening within a timescale you are just about to add to your CRM? What are the risks, hurdles, people and required actions that may stop, or delay this happening.

12. What’s stopped you solving this previously?

Likely the problem or opportunity isn’t new. And it hasn’t been previously fixed. Why? Priorities? Cost? Ability?

But what has changed? Is it as simple as you present a unique way to them to achieve this within the commercials, resources and power they possess?

Or has it not been compelling enough, high enough priority, tried and failed or so on.

13. What are your other options to solve this?

Whilst this can reveal direct competitors, the likely competition will be to do nothing, or an alternative way to achieve the desired outcome.

By understanding, dismissing, articulating the benefits and value over these alternatives, your solution can become the ‘best solution’.

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24 Apr 16:08

Anticipating Your Customer’s Next Step with a Customer Needs Analysis

by Josh Fruhlinger

“How can I best meet my customer’s needs?” This is the important question that ought to be in the mind of anyone proactively managing a business. To answer it, you need hard data on what those needs are.

Proactively build customer loyalty by anticipating their wants with a customer needs analysis.

That data comes from various sources and should end up in your CRM software such as Salesforce.com and other customer databases for detailed — and automated — study. The end result is a customer needs analysis.

It’s their needs — not yours

One of the most important things to keep in mind is that this is a customer needs analysis. That means you’re trying to figure out what to offer that will truly be of value to them — not just bombarding them with fluffy features and services just because those are things you’ll find easy to offer.

Meeting your customers where they are is the core of the concept. In “How to Be 2 Steps Ahead in Anticipating Your Customer Needs” Adam Rogers at the Kayako blog takes a deep dive into the process; we’ll cover the high points here.

On the path to learning what your customers need, you’ll need to answer three key questions:

  • Who your customers are
  • What they think of your company and your competitors
  • Where they are on their sales journey

Let’s look at each of these in turn.

1. Who are you? This means more than just pulling info from pictures of business cards into your CRM database. The data you need from your customers includes:

  • Demographic data: Examples, age, gender, occupation
  • Geographic data: Examples, location, region, whether they live in an urban or rural area
  • Behavioral data: Examples, range of usage, loyalty status
  • Psychographic data: Examples, personality, lifestyles, attitudes, economic class

All this is necessary to truly put yourself in your customer’s shoes and understand what they need.

2. What do you think of me? Your customers have lots of needs, of course, but you want to know specifically about the ones that pertain to your industry or market segment. You’ll want to find out how they how they perceive your products in relationship to their own needs, and also what they expect to get from a typical company in your field — and what they expect to pay for it.

3. Where are you going? You’re no doubt already familiar with the Awareness-Consideration-Decision sequence when it comes to purchases. You need to know where customers as individuals and in aggregate are on that journey. One great way to quantify that is by means of predictive analytics; MyCustomer has a great deep dive into the details of how that works.

Data and how to get it

Of course, all this analysis requires hard numbers and information. To gather it, you’ll want to combine industry-wide data and stats compiled by third-party companies with information specific to you: company-specific case studies, product reviews, and responses to post-purchase surveys from your customers. You can even check out message boards and comment thread to get a sense of what the “vibe” is out there on you and your competitors. A Prialto Virtual Assistant can be a big help with these tasks.

One final thing to keep in mind: customer needs analyses should be an ongoing process, not a one-shot deal. Think about how just a few years ago, commercial aircraft were no-Internet zones. Airlines that were able to provide in-flight Wi-Fi were meeting real customer needs — but today that service has gone from differentiator to something passengers expect as a matter of course, and airlines are in the hunt for the next need they can meet.

24 Apr 16:08

How Cross-Selling Can Help Your Business

by Susan Friesen

How Cross-Selling Can Help Your Business

4 Best Cross-selling eCommerce Practices to Boost Check-Out Sales

Your business likely has more than one offering and your clients might be interested in more than just one product or service.

When you defined your ideal clients you likely identified who they are and what they want from your business, but did you map out how to sell more than one product or service through cross selling?

Cross selling is the act of selling something to an active user who is already buying something else.

You’ve seen it everywhere from Amazon to Zappos and it’s because cross selling is effective when done right.

So what does ‘doing it right’ mean?

This may vary depending on your business, but this article covers four of the best practice staples in any cross-selling strategy.

  1. Time it Right

    Timing is essential for cross-selling success. Several online studies noted a previous analysis by Achieve Global who surveyed users and found 40% were negative in their reception of cross-selling and the cited reason was when the cross-selling happened.

    The golden rule is to respect your user’s time. They may be in a rush to complete their purchase with you. Make sure they have that finalized before the cross-selling occurs.

    Online cross-selling has been growing and for the big players it is always in a minimally intrusive way such as after the purchase or simply at the bottom of a product description.

    Depending on what you provide and your conversion funnel (the path users take when buying from you or becoming a client) you should see where a user would complete their reason for contacting your business.

    It’s best to make as few barriers as possible between the start and end of that path so make sure you only cross-sell in ways that don’t obstruct your user.

  2. Inform Completely

    Cross-selling without context will make your attempts appear financially driven and can put your user off. Instead, convey the value through citing the reasoning for the cross-selling suggestions.

    Are they supported by past purchase habits of other users? Amazon bases its recommendations by framing it around user interest based on their data on past user activity and purchases.

    If you are providing your expertise and the client is contacting you or buying from you based on you expertise, then cite that knowledge as the reason you’re suggesting other products or services.

    Be honest and make the best suggestions only so your users see the value of the cross-selling and your users will respond much better.

  3. Offer Something Special

    Providing additional value is a great way to cross-sell. When a user is buying something from you or making an appointment and you have other items or services they could be interested in, why not offer a discount or other sort of incentive?

    Users may not be aware of how the two offerings relate so make sure you make it explicitly clear as per point 2.

    Connect the offerings and if there is additional value in buying both, then tell the user what that is and why the discount or other offer is being made.

  4. Listen to Feedback

    Listening to your users is essential to building a loyal client or customer base. This can mean reviewing the cross-selling efforts and refining them based on how effective or not they are. Or it can mean reviewing emails or phone calls where users have expressed anything to do with the cross-selling.

    If you are seeing negative results then you have missed the mark and should stop the current cross-selling. You can start again but really assess what went wrong the first time.

Cross-selling can be very effective when done right but a disaster if done wrong. Knowing when it’s wrong and acting on it to stop the issue is extremely important so don’t let this be something you set up and forget about.

24 Apr 16:08

The Disrupted or the Disruptor: Pick One

by Daniel Burrus

What comes to mind when you hear the term “disrupt”? Does it suggest chaos, lack of direction or other unsettling events?

Or do you see it from the other side of the coin—when you’re the one causing the disruption and, as a result, leveraging the opportunity that results?

If your organization has an anticipatory mentality, disruption is often synonymous with opportunity—that is, if you’re able to accurately anticipate the future and plan to act on it accordingly instead of merely reacting.

Disruption Defined

Everyone knows what disruption means. It refers to a force or an action that changes normal progress or activity.

Where you go from there to further interpret disruption depends on your attitude and mind-set. If you view disruption as a negative—an interruption in the normal flow of things that isn’t particularly welcome—then you can hardly be expected to value it.

On the other hand, if you embrace an anticipatory mind-set, you also embrace the opportunity that a disturbance in the status quo can offer. In fact, it’s more than just a welcoming attitude—by being anticipatory, your organization itself may be the driving force behind the disruption.

Changes in the newspaper industry illustrate this. Newspapers that have focused on the traditional print product are struggling, with many closing their doors entirely. On the other hand, newspapers that anticipated digital disruption—Great Britain’s The Guardian is a prime example—have flourished.

Disruption Is Coming—Faster and Faster

Disruption used to be a good deal slower than it is now. It took decades for disruptions such as the railroad and the interstate highway system to fully alter the transportation status quo.

That’s not the case any more. Given the explosion of technology and the ever-faster rate of change, the frequency and magnitude of disruption is occurring at an ever-increasing rate of speed.

Consider the digital disruption that now occurs all the time. A new smartphone, an activity tracker, a calorie counter or another tech-based product is introduced, and millions of customers eagerly snatch it up and begin using it within hours.

The internet affords immediate buying opportunities for customers around the world. Social media is on fire with chatter and product reviews.

Every bit as significant, all those other products and forms of technology that preceded that new product are considered out of date—and in many cases, rendered utterly obsolete.

What if, by chance, this new product is a failure? Same story, only flipped on its head, as unhappy customers share their frustrations with millions of others worldwide.

But at the same time, it affords an opportunity for further disruption—in this case, perhaps from a competitor who identifies the product’s flaws and introduces a new, better-functioning version.

Disruption Is Coming—Which Side Will You Be On?

Future disruptions are a certainty. What’s also certain is that the speed and effect of those disruptions are merely going to continue to increase, impacting both our personal and professional lives in countless ways.

That raises the central question: Which side are you going to be on? Will you be the disruptor or the disrupted?

From my perspective, it’s always far better to be the disruptor. For one thing, the disruptor is the one introducing change, as opposed to others who have little choice but to try to react to that change. History offers countless examples of disrupted companies that struggled desperately—and often unsuccessfully—to react to change. Just ask Blockbuster or Kodak.

On the other hand, not only is a disruptor the force that’s directing change, it reinforces the value of keeping an anticipatory mind-set, one that’s always on the lookout for game-changing opportunities. And once an opportunity is identified, being the disruptor allows you to, in effect, call the shots, rather than merely twisting this way and that in an effort to handle a powerful form of disruption that you may never have even seen coming.

It boils down to a simple truth: If you’re thinking game-changing opportunity, you’re thinking disruption.

Want to know how to build an Anticipatory Organization? Check out the Anticipatory Organization model.

24 Apr 16:00

7 Cost-Effective And Powerful Ways To Market Your Business

by Warren Knight

There comes a time for every business where they need to reassess their marketing spend, and look at ways to save money.

Standing out from the crowd, and generating more success than your competitors doesn’t have to break the bank. There are hundreds of ways you can cost-effectively market your business but I want to share with you my top seven.

1. Infographics

Infographics are a great way to showcase important, trending content in a very visual and engaging way. They are a powerful tool when it comes to marketing your business, especially if your infographic is created correctly.

To help you create an infographic, use Visme – it is a professional image-creation tool and is completely free of charge. An alternative of mine would be Canva, especially if you already know how to use this platform.

Top Tip: Always add a watermark to your infographic so that when it is shared online, people know it was you who created the infographic.

2. Actively Engage On Social Media

Your audience are using Social Media as a way of engaging with businesses, and find new products/services to get behind.

Use the likes of Hootsuite to schedule content to save you time, and Feedly to help source great, relevant content for your audience.

Top Tip: Find out where your target audience are most likely to hang out and focus your efforts there. Try not to spread yourself too thin across multiple platforms and just focus on the networks that drive engagement.

3. Influencer Marketing

With 75% of marketers using influencer marketing, it shows that it is a powerful way to market your business.

The idea is to have people who are influential online spread the message about your business for you. This type of marketing can be in the form of blogger reviews, Social Media posts, endorsements and various other forms of content. If you are going to go down the route of influencer marketing, think about having a story to tell, setting expectations and starting small.

Top Tip: Work with a smaller influencer to stay on the cost-effective side, and to make sure that you time and money is being spent successfully.

To read more on influencer marketing, take a look at previous article I wrote here.

4. Nurture Your Email Database

One of the most important and powerful ways that I market my business is through email.

It isn’t just about pushing information to my audience and hoping it sticks, it’s actually about nurturing your database. Depending on the actions that my audience take, they receive specific information for them, rather than something generic.

Top Tip: To make sure I was getting the most out of my audience, I spent a lot of time finding out which email marketing tool would give me what I’m looking for. Do your research, and find the right email marketing tool to help you achieve your nurturing goals.

5. Webinars/LiveStream

I have delivered over 300 webinars, and generated 1000’s of leads. Webinars and live streams are (for me) one of the best ways to market me and my business, and position myself as an expert in my industry. This, in turn, builds trust, generates leads which turn not only into paying customers, but repeat customers and brand advocates

Running webinars can be extremely cost-effective, especially when you look at generating hundreds of leads for giving just an hour of your time, and small monthly costs around marketing the webinar, and using a webinar software tool.

Top Tip: Build partnership with industry-specific event organisers to increase your reach, and engage a new audience.

To find out how I use Webinars to generate leads, and increase engagement, click here.

6. Video Marketing

Using video to market your business is extremely powerful. Having a video in your email marketing will increase your click-through rate by 200% – 300% and including a video on a landing page can increase conversion rates by 80%.

Video Marketing is here, and it’s here to stay. If customers are 64% MORE likely to purchase your product/service after watching a video what are YOU doing to make sure that you are converting as many potential customers into paying customers?

Top Tip: Create a YouTube account, and post all of your video content on there.

7. Loyalty/Referral Program

If a member of my community has purchased a course of mine already, I will always offer a discount for the next course they take. I will also allow them to offer a course to friends/colleagues for a heavily discounted price too. This is a great way to build trust, and credibility.

Top Tip: Don’t just limit the “giving” to a loyalty or referral program. Think about running contests and giveaways as a great cost-effective way to generate sales for your business.

What cost-effective ways do you market your business to your target audience?

23 Apr 16:00

Here's how you REALLY know if a sales call went well

by steli@close.io (Steli Efti)
sales-call-1.jpg

You hang up the phone… An hour long sales call is now in the books. It was a quality lead you’ve been trying to get time with for a while.

The next call is already scheduled and you had some great conversation throughout the entire call. This calls for a celebration, right?

Not so fast...

Before you can celebrate, you’ve got to evaluate the call. After all, do you really want to pop a fresh bottle of champagne for a so-so sales call?

Sure you had a lovely conversation and they laughed at your jokes, but last time I checked you can’t cash jokes at the bank. If you want to TRULY evaluate the call, you need to dig a bit deeper

So now we’re left with one pretty big question…

How do you know if a sales call REALLY went well?

Once you can answer that question, it’s not too difficult of a process. If you just got off a 10/10 call, the champagne may be within reach…

Well that’s the question we’re going to answer today. Once you’re finished reading this post, you’ll know exactly whether or not your calls are a success or not.

So let’s dig in...

What DOES NOT define a successful call

Before you can start to think about what DOES define a successful sales call, you need to make sure you know what DOES NOT directly mean it was a success. There’s one common mistake that I see far too many salespeople make when they’re evaluating their sales calls…

Just because you liked each other doesn’t mean the call was a success.

If you and the person on the other end had great rapport, really liked each other, and had a fantastic conversation, that’s definitely not a bad thing, but it’s not the deciding factor in whether or not your call was a success.

Can it help? Absolutely. If they like you, it’s going to make the rest of the process far smoother and easier to navigate, but you can’t just stop there and give yourself a gold star.

So what DOES make a sales call a true success?

Let’s break the call down a little bit first...

Each sales call has two key stages

Sales calls can be lengthy. It’s not uncommon for a high quality sales call to last an hour or longer. Of course, there’s going to be A LOT said throughout an hour long phone call.

To keep it simple, every sales call can be broken into two primary stages:

1. The beginning & middle of the call

The bulk of the call is going to fall under this section.

This is your introductions, friendly conversation, stage setting, talking through what it is they’re looking for, what exactly you have to offer, how the two fit together, and more. It’s where you get to truly evaluate if there’s a fit between you and the potential customer.

During this stage, there are two key pieces you should be paying close attention to:

  1. The quality of answers they’re giving you.
  2. The quality of questions they’re asking you.

When I say quality, I’m talking about how they’re delivering these questions and answers.

Are they giving you well-detailed information?

Are they doing it in an authentic and trustworthy way?

Are they willing to share information?

Do you have to fight for answers and info from them?

From these two ideas, you’ll be able to see if they’re genuinely interested in what you’re offering, and if they truly think there’s a fit or not. If they’re giving you half-ass answers and asking half-ass questions, that probably means they’re not too interested in you.

2. The end of the call

This stage is usually going to be a lot shorter than the first, but this is where the real money is made. This is where you’ll REALLY start to see if the call went well or not. If you’re looking for a most important part of the call, you found it.

Success here is based on two things:

  1. How clearly defined are the next steps?

When you’re talking about next steps, it can go one of two ways. You’re either breaking them out in great detail, or they’re just rushed through so the call can finally be over. You want it to be the first one.

If the next step in the process is for the potential customer to evaluate something with their team, what’s the timeline? What comes after that? What’s the timeline on that next NEXT step? What about after that?

The more detail here the better. If they’re willing to lay out the next 10 steps in the process in detail with solid timelines, you’re more likely for them to actually follow through.

  1. How excited are they to take them?

This one’s going to be all about the feel. If they’re truly excited about the potential of working with you, they’re going to let it show.

Are they making these next steps a true priority?

Are they ready to get the ball rolling right away?

Do they truly want to take these next steps?

Are they giddy about what’s up next?

Keep these two key questions top of mind during the end of the call and you’ll be able to tell a lot about whether you’re truly on to something or not.

You want to take all of the information from the first part of the call and convert it into action and true next steps.

The #1 way to tell if your call was a 10/10

That brings us back to the primary question…

How do you REALLY know if the sales call went well or not?

To answer that question, you just need to listen closely to the end of the call.

Are the next steps clearly defined?

Are they beyond excited to take those steps?

If the answer is to both is yes, congratulations, the call was a 10/10!

Anything less and you’ve got a subpar sales call on your hands, no matter how much you think they liked you. These calls aren’t just measured based on how nice of a chat you had, they’re measured based on the business you’re bringing through the door. Always keep that conversion mentality in mind.

Wrapping it up

Remember, it’s all about the next steps...

Are they clearly defined?

Are they excited to get rolling?

Focus your attention on that phase during your post-call evaluations and you’ll be scoring calls like the best of ‘em. One of the best ways to improve your cold calling skills is to regularly listen to recordings of your own sales calls and take note where you missed opportunities and could have done things differently.

With Close.io, you can enable call recording to automatically have record every call and store it in our inside sales CRM so you can access the recordings anytime. That's the beauty of a CRM with integrated calling.

Cold calling still works, and we have the perfect guide for you. It’ll teach you how to qualify and close prospects, deal with sales objections, and more…

Download Your Free Cold Calling Guide Now

23 Apr 15:59

Try Selling Sand!

by dabrock@excellenc.com (Dave Brock, Partners In EXCELLENCE)

As much as sales people try to sell solutions or sell value, too often they fall back on great products. They focus on product, features, functions, feeds and speeds.

23 Apr 15:58

244: How to Find More Traffic for Your Blog Offline

by Darren Rowse

The post 244: How to Find More Traffic for Your Blog Offline appeared first on ProBlogger.

How to Promote Your Blog Offline

Today I’m tackling questions from listener, Julianna Barnaby about whether it’s important to spend time offline building your blog’s personal brand and reputation.

The answer is simple. “Yes.” Offline promotion is worth it. Get creative, and get out and meet people.

You may need to step out of your comfort zone, but that can be rewarding. You never know when someone you meet will become a reader, collaborator, team member, or even sponsor.

The sky’s the limit when it comes to offline promotion, and engagement is sometimes much stronger. People are more likely to comment on, share, and buy your products and services.

Offline methods to promote and grow your readership:

  • Events (conferences, conventions, and meetups): Go to events (or create your own) to speed up engagement and build relationships.
  • Media: Pitch ideas for stories to newspapers, TV stations, radio stations, etc.
  • Publications: Pitch story ideas to industry group publications, too. They’re always looking for stories and content.
  • Notice Boards: Post flyers about your blog in cafes, libraries, stores, etc.
  • Collaborate: Find organizations and retailers with networks of people you want to have as readers and receive value from your blog.

Links and Resources for How to Find More Traffic for Your Blog Offline:

Examples of How to Find More Traffic for Your Blog Offline

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Full Transcript Expand to view full transcript Compress to smaller transcript view
Hey there and welcome to Episode 244 of the ProBlogger Podcast. My name is Darren Rowse and I’m the blogger behind problogger.com, a blog, podcast event, job board, series of ebooks, and courses all designed to help you to start an amazing blog, to create brilliant content for that blog that’s going to change the lives of your readers, and also to work out how to sustain that blog, to make it a profitable venture not only for your readers but for you. You can learn more about ProBlogger and all that we do over at problogger.com.

Now, today’s podcast is brought to you by this year’s Success Incubator event, which I’m running with some good friends this coming September in Orlando, Florida. We ran our first Success Incubator last year and it was one of the highlights of my year. We’re going to evolve the event slightly this year to make it a little bit more of a Mastermind-style event. We’re limiting the numbers to keep it a little bit more intimate, and we’re also including considerable time not only for teaching—there’ll be a series of sessions which will be more workshop style—but also putting aside considerable time for Masterminding.

We’re running the event over an afternoon and then full day on the afternoon of the 24th of September, and then into the 25th of September, all day on the 25th. On the afternoon of the 24th, there’s going to be what we call our Power Sessions which are short, sharp teaching sessions, finished off by an unofficial kind of dinner, an opportunity for you to meet some of the other attendees. And then, all-day Tuesday you’re going to get some great teaching.

We have four sessions which we’re lining up, which we’re calling our Workshop Sessions, so there’s going to be input. And then also around those, having four opportunities for Masterminding. The Masterminds are all about you presenting your challenges, your situation of your online business, and allowing the rest of the group at your table to give you input, including our speakers.

You’re going to get access to some of the speakers, some people who’ve got years and years of experience, but also—this is where the value really came from last year—you’ve got access to an amazing group of other attendees who are on the same journey as you.

If you are thirsting for an opportunity for a day or so to get together with other people on this journey, to really put out there what you’re doing to have a critique, to have their ideas, and also contribute into other people’s businesses which could turn into all kinds of collaborations, then I really do encourage you to check out Success Incubator. Just head to problogger.com/successincubator.

Now, in today’s episode, Episode 244, I want to talk to you about how to find more traffic for your blog through offline measures. We have done many podcast in the past on how to grow traffic to your blog using online methods, but someone actually asked in our Facebook group in the last week or so, in other ways to do this in an offline setting. I actually think there are, and I think that beauty of going offline, is that you get a more engaged, more targeted reader. I’m going to talk a little bit about that.

I’m going to talk particularly about growing your audience through different styles of events, conferences made up, and those types of things. Then I’ve got a few other ones. Some of them are a little bit wacky but some of them I have seen do really well for different types of bloggers. If you are looking for more traffic, today’s episode is for you. You can find today’s show notes with the full transcript of the show at problogger.com/podcast/244.

Today’s episode really came about because Julianna Barnaby from thediscoveriesof.com asked in our Facebook group a question that stimulated it. She said, “I want to ask you whether you think it’s important to spend time building your personal brand and reputation outside of the online sphere., i.e., in face-to-face networking, in particular. How important do you think this is in cementing and growing your online presence, and what other channels that you found to be most rewarding? Is it conferences? Is it meetups? I would love to hear your thoughts. Julianna.”

Thank you, Julianna, for the question. In short, my answer is yes. I do think it’s really important to consider offline, as well as online, when it comes to growing your brand, your profile, seeking exposure, and particularly, finding new readers for your blog. One of the things I’ve noticed over the years in talking to thousands of bloggers, is that many bloggers struggle with the fact that a lot of their online promotion tends to get other bloggers reading your blog more than normal, real-life people. I don’t know whether that’s something that you relate to but one of the things I’ve noticed is that many newer bloggers, they tell me that most of their readers are other bloggers. They don’t actually have too many normal, everyday people. It can be a bit of an insular kind of an echo chamber. And one of the ways to break out of that, to find new readers is to go offline.

Let me just give you an example of what I mean by that. One of the big techniques that often is talked about as a way to grow your audience and to grow your profile, is to comment on other blogs. And this does work. It can get you new readers, it can build a relationship with the blogger that you’re commenting on, but it really makes a bigger impression upon the blogger than it does their readers. As a result, you can end up with this new reader or blogger, but not their readers as such. So one of the things I do encourage you to do is think about how can you find fresh audiences, and audiences are people who aren’t bloggers or podcasters or YouTubers—not that there’s anything wrong with bloggers, I have to say, because I know all of you are—but I think it’s also really important to ask yourself, “Where are the kind of reader that I want to have?” And the answer to that maybe online, but it may also be offline.

This is really important to some niches in particular. I was talking to one blogger recently and they have an audience of retirees. I know older people, retirees, people kind of in that phase of their life are definitely online today, but there’s a segment of them that perhaps aren’t as online as other ages. Maybe they’re hanging out in different places and maybe there’s an opportunity through that to reach them in different ways. That’s a big generalization, I know, but there are segments of the population who are less likely to be reading blogs, they’re less likely to be listening to podcasts, they’re less likely to be on YouTube, and so, how can you reach them? One of the answers to that is to go offline with your promotion and profile-building.

Now, what I want to do in the rest of this episode today is to give you some strategies, particularly around events, but also some other strategies for finding new readers for your blog and to build your profile. One of the things I want to say right upfront is that it’s really worth saying that some of the things I’m going to talk to you about today are not going to bring you deluges of traffic. They’re not going to create viral-like traffic. Some of them, actually, are just going to bring you one or two new readers at a time. But this is really important to hear. That’s where it starts and if you’re a new blogger, one or two new readers is actually a really important thing. Those one or two people will have a network of their own that they can potentially share what you’re doing with, and word-of-mouth always starts with one person sharing what you are doing with another person.

The other thing I’ll say about offline interactions that you might have: If you meet someone face-to-face and convinced them to read your blog, the chances of them becoming an engaged reader is much higher. The chances of that person coming back again the next day, that person sharing what you’re doing with another person is much higher than someone just randomly coming in from social media or randomly coming in from Google. Someone coming in from Google has a very high percentage chance of never coming back to your blog, not even taking notice of your logo or coming back again or sharing what you’re doing. But someone that you meet in person is going to be much more highly engaged and that person is much more likely to become a subscriber, to share what you’re doing with other people, to leave a comment, and to eventually buy something that you are selling as well.

These methods that I’m going to share with you today may not bring you millions of readers. In fact, they’re not likely to do that at all. But they’re going to bring you an amazing type of traffic and it’s well worth doing.

Okay, let’s look at some of the methods that I’ve kind of put together for you today. And I want to say right up front, I feel like I’m scratching the surface here. There are so many things that you can do and the more I thought about this, the more I realize there are all kinds of creative ways of getting your name, your profile, your blog’s URL in front of people. But let’s start with a few that I’ve come up with and, as I said, i’m going to particularly focus on events because Julianna kind of focused on that in her question.

Let’s talk about events. Events can be very powerful because they give you that face-to-face interaction that I was just talking about. They allow you to meet people in person, which gives you that chance to build a relationship which warms them up, speeds up the engagement that you might have with them. They’re powerful for that reason. They’re also powerful because most events are fairly targeted. They tend to target a niche so if you can find an event that is a good match for the type of reader you want to have, you can go to that event feeling reasonably confident that most people there are going to be potential readers or collaborators or partners or just influencers in your space. They also have a lot of people in the one space at the one time. It’s likely over an event or a day that you are likely to be in front of quite a few people, even if you are just there as an attendee.

Obviously, there’s a variety of types of events. There’s conferences. They’re essentially more around the content and teaching, and also have some networking opportunities. Then there’s exhibitions or conventions or shows, and these are more centered usually about people exhibiting their products. They don’t tend to have as much content but they’re more about the exhibition hall. And then there’s meetups. These are more centered around networking.

Now, all three types of these events can be worth attending but each presents a really different opportunity. I think it’s really worth thinking about the event you’re going to and the opportunities that it present, because there’s been times where I’ve been to an event thinking that one thing would happen and another thing ended up happening.

Let’s go through these three types again. Conferences. Conferences present opportunities for you as an attendee to network and also present opportunities perhaps, to speak or to volunteer even, or to participate in other ways. I’m going to give you examples of those in a moment.

Conventions, on the other hand, tend not to have as much, in my experience, networking opportunities. Some of them do have a bit of networking built into them. They’re not so much about finding new readers, in my experience, but they can be really good for finding new collaborators or even sponsors for your blog. For example, I’ve been to some really big camera shows. These are big exhibition spaces where all the big manufacturers are displaying their cameras. I remember going to the first of one of these thinking, “I’m going to meet lots of potential readers for my blog. There’s going to be lots of people there interested in cameras.” As it turns out, I didn’t meet any potential readers in my blog but I met a sponsor, I met other people in the media who became great contacts, I met people who could send me review units for my blog so that I can review these cameras. So it ended up being a very worthwhile time but I went there expecting that I was going to meet new readers. Conventions tend to be better for those type of opportunities, although, you’ll be open to finding new readers as well.

Meetups, on the other hand, are great for networking. They may not get you in front of the whole group but they might be small enough that you can actually get around to each person in the room individually. You can also have opportunities sometimes with meet-ups to become a sponsor, or even to help organize or offer prize for draw. There’s a variety of different smaller ways that you can be involved in meetups.

That’s kind of a summary of three of the main types of events. But what can you actually do at an event? Particularly focusing upon conferences, what can you actually do when you’re there? Now, there’s a whole art in using a conference to build your profile and perhaps that’s a topic for another podcast altogether.

But ultimately, there’s a few things you can do and probably the best one, the one most people think about, is speaking at an event. Now, speaking at an event obviously gets you in front of a lot of people quickly, particularly if you can get a main speaking slot, which is pretty much unachievable for most of us. But it is unachievable to get even the smaller speaking spots for some people. It’s something that takes time. Usually from my experience, getting asked to speak at an event means that you had to already build your profile quite a bit in an industry or you need to know someone and have a relationship with the organizers of the event in some way.

I don’t want to focus so much up on speaking at an event because perhaps that’s a little bit unachievable for those starting out, but there’s plenty of other ways that you can build your profile at an event. Ultimately, a lot of it has to do with getting out there and meeting as many other attendees, speakers, and organizers as you can. It’s largely about networking.

Now, that word, ‘networking,’ I know is sending some of you into the fetal position as you think about getting out of your comfort zone, going up to complete strangers, and introducing yourself. To be honest, I’m kind of cringing even saying the word because that’s me. I am incredibly shy. Now, I’ve learned over the years how to push myself out of my comfort zone and I’ve seen the benefits of doing that. But it doesn’t come naturally to me. And really, I find it so hard. I find it so difficult to walk up to someone, introduce myself to someone cold. Now, I’ve got the advantage these days, often speaking at events which does open up opportunities for people to come up to me, but I still find it very hard to meet new people.

I went to an event just a couple of months ago and I remember sitting in that event in this massive auditorium. I was speaking at an event, but also I just look like an attendee. I remember sitting there and I was very aware I had people on either side of me that I didn’t know. I knew instinctively that I probably should be putting my hand out saying, “Hey, I’m Darren. Nice to meet you,” but I found it so hard to do it.

But you know what? Almost every time I’ve pushed myself out of my comfort zone to do that, something good has come out of it. I have met people who’ve become readers in my blog. I’ve met people who are already readers of my blog who were too shy to introduce themselves. I’ve met people who’ve become collaborators. Once I met someone who became a team member of my blog. I met someone who became a sponsor of my blog who just happens to be sitting next to me in a session. It is so well worth pushing yourself out of that. Now, I know it’s hard but you need to suck yourself up for this sort of thing.

Of course, there’s plenty of other things that you can do at an event as well. I know bloggers who go to events and before they go they’ll print t-shirts with their logos so they can wear that. That often opens up a conversation. I know people who go to events dressed in fancy dress costume to draw attention to themselves. It’s probably not something I feel too comfortable doing, but it does work for some personalities. I know some people who create business cards with little mini-gifts on them. I know someone who bakes cookies to give out at conferences or put sweets on their business cards. I know people who use stickers. When I go to meetups, they stick stickers on everyone they meet, which can be a little bit try hard but also can end up fun.

There’s a variety of different things you can do at events, too. I guess make your splash a little bigger at the event. Now, you want to be careful about how you’re coming across. Some people that will come across is a little bit try hard, a little bit too self-promotional. You need to think about the event you’re going to and how that is going to be received. Some events are a little bit more conservative, so you showing up in a fancy dress putting stickers on everyone probably isn’t going to fly. But I think just being a good human being, being friendly at these types of events goes a long way.

A few other things you can do at events that I’ve seen really work for people. Number one, become prominent on the event hashtag. This is going online a little bit. I know I’m talking offline here but we’re at an event. If you’re at an event, one opportunity that may present is to become very prominent on that hashtag. Not by going spammy and not by going over the top, but by creating value on the hashtag.

I’ve seen a number of people do this at our events. We almost always have someone come at our event as an attendee who pretty much live tweets the event. Even though we got people there live tweeting in our team, there’s almost always one attendee who shines through the whole hashtag by providing value there. Answering questions, creating social graphics with quotes on them. I know some people who take visual notes and then take photos of those and put them up onto the hashtag. It’s amazing how that stands out. There’ll be plenty of other people at your event following the hashtag, and if they see someone creating value, someone being generous on the hashtag, that stands out a lot. Because sometimes hashtags get a little spammy and self-promotional, you can really stand out in that way. And that can then open up opportunities for you to meet in real life with those people.

Another thing that I’ve seen work very well at events is for you to interview people at the event. I’ve talked about this in the past in a previous episode with Michael Stelzner, who now operates Social Media Marketing World and Social Media Examiner. The first time I met him was at a conference, probably was in 2005, a blogging conference. He contacted me before the event and said, “Hey, I’m bringing a camera crew with me to this event. Would you mind if we do an interview?” I’ve never heard of Mike before but I was kind of open to that opportunity. I was speaking at the event.

It turns out he did this with every speaker at the event, and during the event he pretty much met every speaker at the event because he had this camera crew with him. He put a big backdrop up and he interviewed us. I think he was wearing a t-shirt with his URL on it. This did a number of things. Firstly got him to meet all the key speakers at the event. Number two, he get to ask these speakers lots of questions, so he gained a lot of knowledge. Number three, he built relationships with other people at the event at well because he was being seen to be with the speakers and he pretty much launched his whole blog off this idea of interviewing people at the event.

Now, you may not be able to afford to get a camera crew at your event. But the fact is, you probably have a camera in your pocket already. You could be pulling out your iPhone at the end of sessions and saying to speakers, “Hey, do you mind if I ask you one question?” That is going to get on their radar and it gives you an opportunity after the event to contact that speaker and say, “Hey, here’s the YouTube clip of me asking that question.” Gives you a chance to take that relationship a little bit further. And it may also mean that that influencer, that speaker shares the clip with their network as well.

You can do the same thing not only with speakers but attendees as well, with the organizers of the event. This is just a great way to break the ice with people rather than going up and saying, “Hi, I’m Darren, um—” and then having an awkward moment of small talk. You could say, “Hey, I’m Darren. I am doing a few quick interviews. Would you mind me asking you a question or two?” I would advise you to keep it as short as you can. You don’t want to be dominating someone’s day by doing a 45-minute interview with them. Just a question or two can be really useful. That’s something you could try at an event.

The third thing you might want to try at an event, many events are calling for volunteers to be a part of running the event. This can take you away from the content of the event sometimes but it can also put you in a position to sometimes be up front or involved with speakers. Sometimes it just gives you a way to break the ice with other attendees because you are welcoming them, you’re greeting them, you’re signing them in, these types of things. And this can open up opportunities for you to have chats with people as well.

The fourth thing that you might want to do at an event is to be involved in other ways that the event is calling for. I went to an event recently and they were running what they called Table Talks during the breaks. These were with the head tables set out for people to chat about a particular topic. Each table had a leader, a moderator. Lots of conferences do this type of thing. These are volunteers who become the moderators but they get you in front of a group of people, and again, give you opportunities to talk about what you do. So, just be open to ideas and opportunities that might come.

I know one person, every event she goes to, she contacts the event organizer and says, “Hi, I’m a yoga teacher. Do you mind me doing a yoga session at 6:00 before the event starts?” Not every attendee is going to give you a space in their event to do yoga, but many event organizers are looking to add little quirky things like that in their events. It might get a little bit more interesting. And this person who tell me that they do this, says that most event organizers say yes, many of them give her a space to do it and many of them actually promote the fact that she’s doing it and they promote who she is as well.

Other things that you could add at an event. I know another blogger who always does a photo walk every event he goes to. Just an opportunity get a group of people together, who share an interest, to spend some time with them, and to be seen to be doing something proactive and constructive as well. Gets you on the radar of the event organizer but also attendees and can sometimes lead to other cool things as well.

Last thing aside that you might want to do at an event is consider sponsoring it. This may not be achievable for many of us because the big conferences particularly can charge quite a bit for sponsorship, but there’s a small event in your area where they are looking for s smaller sponsor, or they’re looking for someone to donate a prize, or they’re looking for someone to promote the event and they’re willing to promote you in exchange for that. Many events will talk to you about different ways that you can be involved in that as well. They could use some promotion as well.

The more I’m talking about smaller events they don’t just target the big events. I know some of you are going, “Well, I can’t afford to fly to Orlando to go to an event or to Vegas to go to an event,” but you might find it there are local events in your area that may not be as big. They may not get you in front of as many people but they do still present the type or reader that you want to have and people that you want to network with.

A couple of other things I would say about events. One other thing that I’ll mention is that there’s an opportunity, not only to attend the event of other people but to run your own event as well. This doesn’t have to be big. It doesn’t have to be expensive. At ProBlogger, we obviously run some bigger events. I just told you about Success Incubator which we’ll be doing in Orlando this year but we also ran events in Australia and we’ve had up to 700 people at those events.

But do you know what? Our events started much smaller. The first ProBlogger event we ran was for 100 people but before I did that, in 2005 I ran a meet-up and 10 people came in. That doesn’t sound like much, but do you know what? I know four of those people still today read ProBlogger and they’ve been reading ProBlogger since 2005. They’ve shown up at ProBlogger probably hundreds of hundreds of times each of them and they’ve told other people about ProBlogger.

To run that event it was so easy. I just registered it on meetups.com, which is a place that advertises meetups. Just by simply advertising on meetups.com I got a few people coming to the event who’ve never heard of me before. They became new readers but then I also advertise it to my current readers and some of those came as well. There wasn’t many people to that first meet-up. But the second time I ran that meet-up I had 20 or so people. Later on, that became our 100-person event ProBlogger. Even a small meet-up like that can work.

The other option is to collaborate about doing a meetup or an event as well. Maybe you could join with two other bloggers in your local area and run an event together, maybe a couple of podcasts, or maybe look for other types of partners as well. I’m going to talk at the end of this podcast about other types of collaborations but maybe there’s other partners like a media outlet or a brand or a local government agency or your local library. There’s a variety of different potential partners that may be able to work with you on events.

There’s also another kind of event that I’ve seen a number of bloggers used and that is local markets or swap meets. Now, just stick with me here. This sounds a little bit random but let me give you a couple of examples. This is going to depend a little upon your particular niche. The key is to find a market or a swap meet or some other kind of local event that matches with your topic. I can think of a few bloggers who’ve done this.

I can think of one fashion blogger who get sent quite a bit of second-hand kind of clothing. I’m sorry. She doesn’t get sent second-hand clothing, she get sent new clothing by brands. She gets gifted these to review on her blog. Most of it she doesn’t really want to keep so she sells it, which I think is kind of an interesting way to monetize a blog and the brands are fine with it. She goes to second-hand markets that operates every now and again in her area to sell the products. But while she’s there she’s also promote her blogs. She had this sign made that is the name of her blog and she has some business cards on a table in front of the clothes that she’s selling and some flyers. She promotes the fact that she’s going to be at that market on her blog as well and does a prize draw for anyone who signs up for her newsletter at the event. She’s there primarily to make some money to sell some stuff but she also uses that opportunity because she’s in public to promote her blog as well.

I know another parenting blogger who attends craft markets. Again, second-hand kids’ toys and clothes markets. She doesn’t go to these to sell anything. She actually hires a booth to promote her blog. She gets this booth, everyone around her is selling stuff, and she’s there handing out her business card, she’s got a screen set up with her blog on it, she runs a competition to get people to sign up for her newsletter, she’s got little gift packs to hand out to people that promotes her blog. She actually creates a real buzz in the middle of this craft market, and it’s all about her blog. She doesn’t make any money, costs her about $50-$100 depending on the market to do it, but she gets new readers every time she got people signing up for her newsletter.

I’ve seen another car blogger do this as well. He goes to car events and he ask the car event organizers if he can either be a sponsor or he can setup a little booth in return for income. He does a similar kind of stuff.

So, other markets, other second-hand markets, other swap meets, other places where your kind of reader is showing up. Now, most of this is localized. Most of this is happening in your local area, so it’s probably going to better suit you if you are trying to reach a local audience but it doesn’t really matter. Many of these bloggers are actually looking for a wider audience but they end up having quite a few in their local area as well. These are just creative-wise thinking about it.

The last type of event you might want to think about running yourself is a free workshop. Now, I’ve mentioned this strategy in a previous episode as well, so I’m not going to go into great detail. In my early days of blogging, particularly my early photography blog, I used to run camera training workshops at my local library. I noticed that the library just around the corner from my house was doing these Thursday night workshops and they’re doing it on all kinds of topics.

I went to one, someone else was running on traveling to Morocco, for example. It was kind of random. I approached the librarian and said, “Hey, I know a bit about cameras. Would you like me to run an event on how to take better photos?” And they said, “Sure.” Well, I was looking for new topics.

So I ran my first one and I think about 30 people came. I didn’t know any of them, I didn’t promote it on my end at all. It was just 30 library members. I talked for 45 minutes, answered a few questions, and you know what? I know for a fact that many or at least some of those 20 or 30 people that came to that event became readers of my blog for years after that. I ended up running a number of these events and they grew every time I did it because people recommended it to other people.

Now there’s lots of community groups out there who are doing this type of thing, a running free workshop on things. Maybe it’s your local library, maybe it’s your school, maybe it’s your university, maybe it’s a church, maybe it’s a community group, maybe it’s a parenting group. I know there are parenting playgroup type of scenarios in our local area that bring in experts all the time to speak about different topics that relate to parents. Maybe it’s a men’s group, or a women’s group, or a sporting club, or a hobby-related club, or a local council, a chambers of commerce.

You probably won’t get paid anything for any of these but that’s good free exposure. And also to do practice at public speaking. This is gold. If you eventually want to be a keynote speaker at a big conference, you got to start somewhere learning the craft to speaking. These type of little opportunities to get up in front of a few people and to share can be good in the now but also to give you new skills as well.

The last thing to talk about those type of speaking opportunities is that sometimes that open up doors to speak at other larger events as well. I think it’s the second time I did that library workshop, there was someone who came to that who actually ran a larger photography event. He came because he thought, “Huh, this is interesting. I want to see what this guy knows,” and me getting that talk led me to being invited to this larger event that about 300-400 people at a camera club I was putting on. And it gave me an opportunity to speak in front of 300-400 people. You never know who’s in the audience. You never who the one or two people that you’re taking to might be or who they might know that might open up other opportunities.

Okay, I’ve covered events in quite a bit of detail there and hoped that you found some ideas through that. What I want to do now is talk about a few other things that you can do to promote your blog offline. Some of these will relate to some of you better than others but you know…

The second thing I want to talk about is media. Mainstream media are always looking for fresh stories. Now, you might hear mainstream media and go, “Oh, mainstream media is dead.” It’s actually not dead at all. The online world has overtaken a lot of it but mainstream media still is being consumed by lots of people. They’re always looking for ideas, for stories as well. The thing I’ve noticed about many mainstream media I like is that they are putting off journalists left, right, and center and there’s opportunities there to both pitch stories and help the journalists that remain, but also potentially to even write for mainstream media as well.

If you are going to pitch stories for mainstream media, you get through sort of the big media outlets, the national television shows in most type of things. You’ll probably more likely to get a response from the local television stations or local radio or local papers as well. And again, what you’ll find here is that if you can get into a local kind of space, then that can sometimes open up opportunities for you to get picked up or syndicated by larger outlets as well.

I talked to one blogger about a year ago now who told me they pitched their local suburban paper with stories about every six months and they had 80% hit rate on those. Again, she sent a couple of those and then being picked up by larger media outlets. Actually what she does is she take the article that’s written and then she send it on to the larger media. Sometimes they then syndicate that kind of content or pick it up and expand upon that story.

Now, think across the board here. TV can work, newspapers sounds a bit old-fashioned but they’re still being delivered, radio. Vanessa, my partner now wife, had a regular spot recently on a local radio station. She was invited to go on to do a five-minute spot every Saturday morning with a fashion tip. The radio host would interview her about things, pre-recorded and then played at live on the air. It was very easy for her to do that, that it gave her exposure to that audience. Free publicity for her blog. Of course, the radio station got five minutes of content out of it as well. So it’s a win-win type thing. She wasn’t paid, but it brought in new readers.

If you do want to think about media there, there are a couple of different services the could put you in touch with journalists. Probably the largest and best-known of them is Help A Reporter or HARO. You can find it at helpareporter.com. It’s a site that matches sources or experts in different areas with journalists. So if a journalist is writing about a particular topic and needs a quote or they need an insight on that particular topic, they go to helpareporter.com, they type in their topic and register that they’re looking for a quote or looking for a source and then you, if you registered as a source and you told HARO what your areas of expertise are, you get emailed when there’s a match between what journalist are looking for and what you know about.

There’s a number of these types of services out there. There’s an Aussie service called sourcebottle.com. They’re actually global now, they started here in Australia and they do a very similar thing to HARO.

These are ways that you can just register and then get told when there are media opportunities. You never know whether it’s going to be a journalist with a big audience or a small one. I’ve heard stories of people getting approached by tiny media outlets, but then others where HARO has opened up a spot on National Television in America in one of the breakfast shows, so you never quite know. It could be well-worth going as well.

The other type of media that you might want to explore is actually writing for the media as well. I mentioned just a moment ago how many a media outlet now have shrunk the amount of journalists they have and they actually now using freelance writers quite a bit. There maybe opportunity for you to pitch for articles in mainstream media. You may get paid, you may not, you may just get a byline. You obviously need to go into that knowing what the agreement is, but it can be an opportunity to grow your profile.

The other type of thing that’s kind of similar to media is other kinds of offline publications. Maybe there’s opportunity in the industry groups that relate to your topic. I know in the financial services, here in Australia there’s an accounting kind of body, there’s bodies for marketers, there’s bodies in different kind of industries, and many of these bodies have publications. Maybe it’s a newsletter that they email out every week or every month. Or maybe they still do a magazine and there’s opportunities in that case to be featured or to write content for those as well.

I know one blogger who works in the financial services industry. He’s a blogger. He’s got a blog on that particular topic and he approached a national body in his industry—the body has tens of thousands of members—and he offered to write them an article every quarter for them to use in their industry magazine. They jumped at the opportunity because he said he’ll do it for free as long as he get a byline. I think he might even get a small honorarium sort of payment for that, but it’s certainly not freelance rates. But they negotiated for him to promote his blog as part of that agreement.

Every quarter he sees a spike in traffic and subscribers. And he also told me that it has led to all kinds of other opportunities, particular speaking requests. Because he’s in the industry body magazine, every time it goes out, people get to know his name. He’s build his credibility and it opens up opportunities for him as well.

Similarly on digital photography school, we allow our articles to be republished by camera clubs in their newsletters. We have a rule that they’re not allowed to publish it on their websites because we don’t want the same content appearing on lots of websites, but we allow them to send it to their members, either if they print it out or via email, as long as there’s attribution as to where it came from. I know for a fact that by us allowing camera clubs to do that, that we found new readers. It bought us the type of readers we want. Someone who’s in the camera club is enthusiastic about their photography and that’s the type of person we want reading our site.

There might be opportunities for you to allow some of your previously published blog content to appear in different places. An example of this that I can think of here in Australia is a particular airline, Virgin Australia, has podcasts in their in-flight entertainment. I know a number of bloggers who have their content featured in that in-flight entertainment. I don’t think that they get paid a lot for that. I think there is some small fee that they are paid potentially—don’t quote me on that—but they get new listeners as a result of that. Is there a way that your content can be shared in another place by different kind of organization? There may be opportunities there for you to grow credibility and to grow your audience as a result.

Okay, the next one I want to talk about is notice boards and this is kind of a fun one. It’s one of those ones where you may not end up getting thousands and thousands of new readers for that, but it could get you the right kind of reader. I was at a local cafe a couple of years ago and I noticed they have this notice board. I ordered my coffee inside when I just noticed the notice board. It’s a type of notice board you probably seeing everywhere you go. You see these almost everyday. It allowed people to post flyers of events, or leave a business card for their business.

In the middle of this notice board was this flyer that was promoting a blog. I was like, “Wow! I’ve never seen anyone do that before.” It was beautifully designed, in color, stood out from everything else in the notice board, and it basically was about this particular blog. I think the blog was about parenting. It was particularly targeting parents in Melbourne, where I live. I took notice of it. Actually, I took notice of her URL and her Twitter handle.

I reached out to her on Twitter and said, “Hey, I just saw your flyer. I’d love to know how it works for you leaving that flyer there.” I thought she probably just left the flyer in that cafe. We have this DM conversation and she says she actually has this little folder in her car full of these flyers and every time she sees a community notice board, she goes to her car and gets one of the notices and puts it up.

She only does it in places where she’s allowed to do it, of course, but they go up in cafes, shopping malls, libraries, schools, churches, doctors’ surgeries, shop windows, anywhere where she sees other people doing it and there’s an invitation to do that, she puts one up. She usually asks for permission as well just to make sure. She told me that she pretty much puts one of those up everyday and was something that has worked for her. Her audience is a little bit more local. She’s targeting people within the city so it makes sense to do that, but maybe there’s some ways for you to grow your audience in that way.

One more example of a blogger who uses notice boards. I came across this blogger years ago. He had a blog targeting students. Don’t know if the blog is still alive anymore but at that time, he was offering courses that help the students to study. He printed up flyers and he was particularly looking for university students or college students. He put up these notices with a free opt-in on it.

It was one of this little notice flyers that had a little tear-off bits at the bottom with a URL. He used this URL, it said, “Tear off one of these, take it home, go to this website, plug-in your details, and we’ll send you a free study guide or we’ll send you something that’s going to help you with your studies.” He was only doing it in the local university and colleges in his city at the time, but had such an impact and he saw a number of people not only getting the opt-in, but buying his upsell from his opt-in as well. He ended up hiring people to do it in other cities around the U.S. as well. He had people in cities everywhere putting his flyers up. He paid them basically to go once a month and put up new ones because they actually drew him not only readers but drew him customers as well.

So maybe notice boards. I don’t know. It’s probably going to depend upon your topic on whether you can find a notice board kind of location that matches with what you are trying to do.

The last thing I want to talk about is collaborations. I kind of mentioned a number of these sort of collaborations already. But I really would encourage you to think creatively about other kinds of collaborators, other types of organizations that maybe already have networks and profile with the kind of person you want to read your blog. What could you offer them that gives them a win if they help you out by giving you some exposure or introducing you to the right people?

Earlier I gave you the example of where I spoke at my local library and in some ways, that was a collaboration. I gave them a workshop, I gave them some content, I got people into their library who maybe wouldn’t have come into their library on that particular day, and they promoted what I was doing to their members, which got me new readers and exposure.

There’s so many different ways that you could potentially do this and here’s just a few of them. What about your local government? Here in Australia we call them our local council, maybe it’s a local chamber of commerce, I don’t know what you call it in your particular area, but many times a local kind of governments and councils are running events. Now what events are they running that relate to what you do? What programs do they have? What services do they have for the type of person you were trying to reach out to?

If you are a parenting blogger, most local councils in our area are doing kind of early childhood kind of word in some form or another. Maybe there’s an opportunity for you to volunteer, for you to sponsor, for you to participate in the events that they run, for you to speak at their events in some way.

Same with industry associations. Other opportunities to collaborate. We’ve already talked about how you can write for their newsletters, but are they looking for speakers for their events? Are they looking for volunteers to help them run their events? Are they looking for help with their social media? Are they just running meet-up, some sales that you need to be participating in?

On last one, retailers. Retailers have databases of customers and if you can find a retailer that is selling something that you are writing about, then sometimes there can be synergy there. Now, this never actually came off but for a while there I was talking to one camera store retailer. We were talking really seriously about me offering them a free ebook to go with every camera that they sold. Now it didn’t end up working out in the end. They kind of go a little bit of cold feet. We didn’t quite work out the delivery system on it, but that would have been a great opportunity.

This camera store is selling thousands of cameras every month. What if I had the opportunity to have one of my ebooks go alongside each of those cameras that taught people how to use that camera and had maybe some opt-in associated with that, where I could capture their email address and get them across my blog a little bit more.

Maybe there’s some sort of creative ways that you could get out and collaborate with some other kind of organization that’s already got the kind of reader that you want to have. Brainstorm it, where are your readers gathering? Where are they buying products? What events are they heading to? Where do they go locally? Who are they listening to that you could reach out to and have a collaboration with? All these sort of collaborative opportunities, almost all of them that I’ve ever had have come out of relationships. The more you can get out there, you can meet people in your industry, you can hear what they do, you can listen to the outcomes that they want, and then you can communicate what you’re trying to do, and try to find some win-win exchanges that you can have with them. And who knows what will come as a result of that.

Many times, the things that I’ve talked to you about today, these things have relatively low costs. Probably going to an event is the highest cost, one I understand that that can be a little bit out of some people’s budgets. But many things I’ve talked about today, don’t really have much cost to them apart from your time and your effort. So I wish you luck in promoting your blog and your business in the offline space, as well.

Now if you like, I just scratched the surface today. I’ve seen people do so many other things I could talk about, printing and giving away t-shirts with your blog’s name and your URL on them, or giving away other kind of merchandise. I know one blogger who gives out coffee mugs and he tells me people see people drinking from that coffee mug and ask what that is about, maybe you can donate prizes at a local fundraiser, maybe you could offer to judge competitions, maybe you could put on an award ceremony in your local area. All these things can help you to find the reader that you want to have. And I would love to hear what you’ve tried. The sky’s the limit, really and the more we hear from each other on what we do, the better.

So if you tried any offline promotion, whether it’s worked or not, I’d love to hear about it. You can leave a comment on today’s show notes at problogger.com/podcast/244 or you could head to our ProBlogger community on Facebook. Just search ‘ProBlogger community’ and you’ll find our Facebook group there. You can tell us, give us a tip. Just start with a hashtag tip or advice or something like that and let us know what it is that you have tried. Let’s share the knowledge, let’s learn from each other. It’s so much better when we do that.

Thanks so much for listening today. There’s been a lot of content from today’s show. Thank you for sticking with me through it. I’m almost losing my voice because of this podcast today, there’s so much I’ve talked about. I’d love hearing from many of you in the last week or so. In fact, I saw new reviews on iTunes a couple of weeks ago now. And over the next few days I had another 10 new reviews left on iTunes. I thank you from the bottom of my heart for those. They bring me great joy and encouragement. If you got a moment and you are listening to this on iTunes or on the podcast store in the Apple one, or any other one, please do leave us a review. Leave us a rating. It helps us to grow, gives me energy and inspiration as well.

I really hope you have a great week of blogging. Do check out Success Incubator again. It is happening 24th-25th of September in Orlando, Florida. Here in Australia, you’re waiting for our event details, stay tuned. It all happen later this year and I will let you know here in the podcast when that goes live. Success Incubator, just head over to problogger.com/success. Thanks for listening. Chat with you next week.

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The post 244: How to Find More Traffic for Your Blog Offline appeared first on ProBlogger.

      
23 Apr 15:54

8 Books Every Sales Manager Should Read

by Steve Kearns
Sales Management Books

Doing things “by the book” isn’t a tenable strategy in today’s business world. Such a rigid mindset is doomed to fail in a fluid, complex, and ever-changing digital marketplace.

But that doesn’t mean sales managers should avoid turning to great books for sage wisdom and guidance. Fortifying your expertise through absorption and distilling of information from brilliant minds will help you become a more well rounded leader. 

Our look at the top sales management books covers a wide range of angles and sophistication levels, from the best books for new sales managers to advanced 

Best Sales Management Books for the Modern Leader

Each of these texts offers a unique view of sales management, and getting the most out of your sales team. Reading them will help you get in tune with reps and maximize productivity.

Top Sales Management Books for the Experienced Leader

Cracking the Sales Management Code: The Secrets to Measuring and Managing Sales Performance, by Jason Jordan and Michelle Vazzana

What’s It About?

Drawing from their depth of experience in the field, Jordan and Vazzana created a practical guide to overcoming sales management hurdles. In his foreword for the book, Neil Rackham suggests that the three fundamental components of selling success have changed in the digital age — from Selection, Strategy, Skill to Management, Metrics, Methodology. Cracking the Sales Management Code focuses on the latter three extensively.

Why Should I Read It?

It’s a great resource for sales managers of all stripes, with plenty of pointers that ring as true today as when they were published in 2012 — especially the nuanced takes on reporting and metrics.

Emotional Intelligence 2.0, by Travis Bradberry and Jean Greaves

What’s It About?

Intelligence quotient (IQ) refers to our ability to learn, and it generally remains static after age 15. But emotional intelligence (EQ) is flexible, and can be continually developed with the right knowledge and tools. Bradberry and Greaves outline the core skills contributing to a high EQ — self-awareness, self-management, social awareness, and relationship management — and offer tips for sharpening each one.

Why Should I Read It?

Emotional intelligence is arguably the most crucial, and overlooked, element of being an effective manager of people. Genuine empathy and awareness are traits that separate great leaders from good ones. Emotional Intelligence 2.0 is chock full of advice for improving your adeptness in these areas. “At last a book that gives how to’s rather than just what to’s,” said Joseph Grenny in endorsing the work.

Coaching Salespeople Into Champions: A Tactical Playbook for Managers and Executives, by Keith Rosen

What’s It About?

There’s a difference between training and coaching. Rosen’s goal is to turn the reader into a master coach with an in-depth exploration of what it takes to develop salespeople and get the most out of your team. Within this book, you’ll find six universal principles of masterful coaching, six fatal coaching mistakes, seven types of sales managers, and much more.

Why Should I Read It?

The No. 1 way for a sales manager to demonstrate clear value is by improving the performance of her team. Coaching Salespeople into Champions explains how you can get the most out of your conversations with reps, build deeper trust, and nip emerging issues in the bud. Within the book’s pages you will find plenty of tactical tools, including templates and scripts.

Eat Their Lunch: Winning Customers Away from Your Competition, by Anthony Iannarino

What’s It About?

The less cuddly, feel-good side of sales management. At the end of the day, business is a competitive battlefield, and in order for your team to win, someone else has to lose. Despite this reality, Iannarino doesn’t preach a bloodthirsty, cutthroat approach to displacing your competitors; instead, he offers helpful guidance on capturing mindshare, prospecting with a displacement mindset, building a wall of fire around your customers, and more. "Nothing in this book will teach you that you need to win at all costs," he writes. "You are not a Mafia don or a warlord out to destroy your rivals ... Instead, you will win those clients by creating greater value than they do, which is the only sustainable strategy for winning clients."

Why Should I Read It?

Iannarino provides a great framework for understanding and communicating how to become a leader in your market and create preference toward your product or service. His no-nonsense writing always makes for an enjoyable read and, with this being the most recently published book on our list, his advice is ultra-timely.

Best Books for New Sales Managers

The Accidental Sales Manager: How to Take Control and Lead Your Sales Team to Record Profits, by Chris Lytle

What’s It About?

“You outsold your colleagues and put your company ahead of the competition, so you’ve just been rewarded with a big promotion to sales manager. Congratulations! Now for the rub: You’ve gone from being an expert salesperson to an incompetent manager—and on top of that, you may be stuck doing your old sales job while you transition to your role as sales manager.” With this, Lytle sets up The Accidental Sales Manager. As that passage suggests, this book is more of an introductory overview for those who are new to a management role, guiding you through a foreign landscape with step-by-step instructions and techniques for avoiding the “sales management trap.”

Why Should I Read It?

It’s a fun, light read for newly appointed sales managers, and includes plenty of useful insights for those who’ve held the position for a while. Lytle interviewed a number of active sales managers for the book, and shares their lessons so you don’t have to learn them the hard way.

Growth Juice: How to Grow Your Sales, by John A. Weber

What’s It About?

If you’re looking for a quick and easy read, this might move to the top of your list. Filled with cartoons and concisely stated points, Growth Juice is not so much about the principles of sales management as it is about the tenets of business development. The charming presentation makes Weber’s concepts digestible and relatable for the reader. He examines key modern selling mainstays like highlighting value props, thoughtfully segmenting markets, and identifying competitive advantages.

Why Should I Read It?

Sales management isn’t just about running a team and overseeing reps; it’s also about contributing to a big-picture business growth strategy. This book will help grow your understanding of the latter, although there’s plenty of information on monitoring and maximizing selling efforts from your team. Weber also dives deep on social media integration as a vital solution selling initiative. Drink up!

Sales Management. Simplified.: The Straight Truth About Getting Exceptional Results from Your Sales Team, by Mike Weinberg

What’s It About?

“As Goes the Leader, So Goes the Organization.” The title of this book’s first chapter lays out the stakes, and Weinberg follows up with a bevy of recommendations for boosting the performance of your team. In blunt and straightforward fashion, he walks us through the essentials of goal-setting, prioritization, handling underperformers, coaching, and more.

Why Should I Read It?

Weinberg, who also authored the classic New Sales. Simplified., knows his stuff and does a great job of delivering actionable information in a candid and entertaining way. No matter your experience level, this is a must-read.

Sales Manager Survival Guide: Lessons From Sales' Front Lines, by David Brock

What’s It About?

Brock is a seasoned sales expert and executive who pulls from a wealth of experience in the trenches to lay out a roadmap for succeeding from your first day as a sales manager. He tackles such important topics as transitioning from peer to superior, finding time to coach salespeople, closing performance gaps, executing productive reviews, interviewing, hiring, onboarding, and more.

Why Should I Read It?

It’s one of the most comprehensive sales management handbooks out there from a guy who really knows his stuff. Brock navigates you through some of the most challenging and pervasive pitfalls inherent to the job, backing it all with data and real-life examples.

How Will You Manage?

Every sales manager has a distinct style and infuses their own personal instincts and intuition. That is as it should be. But the books listed above can help solidify your managerial skill set and fill in your proficiency gaps.

Whether you’re new to sales management or you’ve been doing it for years, it never hurts to brush up with these timeless compendiums from folks who’ve helped pave the way.

For more essential insights on sales management success in 2018 and beyond, subscribe to the LinkedIn Sales blog.


23 Apr 15:54

How to Speak Your Customers’ Language and Why It’s Critical

by Matt Brennan

Prawny / Pixabay

When it comes to technology and business copywriting, you have to speak your customers’ language if you want to have a lasting impact. But what does that even mean?

Let’s think about this in the simplest possible terms. Unless you have a massive advertising budget, there’s no need to use television or magazine ads. Instead, we’re talking about website content and blogging, the likely focal point of any digital marketing campaign. In these mediums, your readers sought you out. They’re present by choice. This means you’ll have to work harder to provide value and keep them engaged.

What you’ll need to do is step into their shoes for a moment. Consider the problem that brought them your direction. What does someone new to this situation look like? (In other words, who is your target market?) What are the best ways for them to solve their problem? Your customers have questions. The quicker that you can identify the problem and provide the solution the better.

3 Ways to Speak Your Customers’ Language

Identify with Your Customer – This is actually much easier than it sounds. Think about the purpose of your content. Think about the goals you are trying to accomplish with it. Now what is the driving force that brings your customers to it?

At the beginning of a web page or blog post, it’s always good to identify the problem and position yourself as the solution. This shows your reader that you understand why they are there. You empathize with their problem. You also have what they need in order to be able to fix it.

Drop the Jargon – It’s tempting to want to show the customer what you know. It’s natural to want to speak about it in the same language and voice that you might behind closed doors. Here’s the thing…you have to resist that temptation.

Your customers have a problem and view you as the solution. That doesn’t mean they have the technical expertise already. Avoid industry jargon and acronyms. If there’s a simpler way to explain a concept, go with the simpler way. If you have to use a complex industry term, define it on the first use so you don’t leave your customer out in the dark. The same goes with an acronym. Spell it out on the first use.

When the customer doesn’t understand what you’re talking about, they become less sure that you’ll help them solve their problem. Then, they leave.

Carefully Select Your Language – The pronouns you select can set the tone for the piece. Make sure to use the pronoun “you” more than “I, me, and mine.” If the balance is off in this respect your entire effort can come off self-centered.

It’s also good to use words that emotionally register with the reader, to draw them in. Words such as “free” and “new” can have a charged emotional impact. Make sure that you’re using the most effective words in your marketing.

Most importantly, speak conversationally. There’s no need to be overly formal about your writing. One good strategy might be to picture yourself out for coffee with your ideal customer. You wouldn’t speak over your customer’s head if you could visibly see their facial reactions.

Conclusion – The internet is more crowded and competitive than ever before. If you want your readers to buy from you, it’s critical to bring them with you until the end. This is why it’s critical to speak your customers’ language.

23 Apr 15:53

8 Critical Pipeline Metrics You Need to Measure

by Anthony Iannarino

The number of sales-related metrics and KPIs are limitless. There are countless things that are worth monitoring and measuring, some more valuable than others, depending on your goals, what you sell, and how you sell. There are a few, however, that I find to be critical to increasing sales, whether you are coaching an individual or leading a large team.

The following list of metrics is something I believe should be monitored, measured, and managed in what I would call a Pipeline Meeting (something that, for me, is different than an opportunity review meeting, where people spend much of their time discussing individual opportunities).

  1. New Opportunities Created: Salespeople do many things, but they roll up into two primary buckets. The first bucket is opportunity creation, the second is opportunity capture. One mistake that sales managers often make is to undervalue opportunity creation and focus exclusively on opportunity capture. By looking at the number of opportunities created, you capture a metric that measures how well you are doing in building your pipeline.
  2. Deal Size: It’s easy for a salesperson to perceive every prospect as being a good prospect, believing every prospect they pursue brings them that much closer to their goals. The reality suggests something different for most sales organizations, namely that the too small deals take as much time as larger deals while not contributing enough towards your goals. The size of a deal is important, and the average of these deals is a good indicator as to whether your salespeople are pursuing the right clients. This metric allows you to coach your team to focus on the right deals, not only those who appear to be more receptive.
  3. The Value of the Opportunities: Rarely do I ever see this metric being captured. Because the salesperson captures the value of an individual opportunity when they enter the information to the CRM, the individual value is looked at while the collective value is ignored. The value in the collective value of the opportunities created in a week is that it allows you to verify that you are generating enough new opportunities to meet your goals. If you have a goal of $20,000,000 in revenue, you need to win $384,000 in new business a week. Which brings us to win rates.
  4. Win Rates: This is a critical metric for determining how well you are doing at building your pipeline. We’re going to weave this metric together with the value of the opportunities created. If you have a 40 percent win rate, yielding $384,000 in new revenue a week means creating $961,000 in new opportunities each week. You need $50,000,000 in new opportunities annually to yield $20,000,000. When you underestimate what needs to happen in a week, you put your goal at risk.
  5. Segment: For some sales organizations, their teams cover different segments of markets. They may have one team that calls on more transactional business, another that calls on Small and Medium Businesses, and one that focuses exclusively on Enterprise clients. In cases where this is true, the segmentation can tell an important story. Looking at the metrics above as filtered by the segment allows you to ensure that you are growing the segments appropriately, or in some cases changing the focus of the sales force.
  6. Solution: When you sell products, services, and solutions, it can make sense to look at the pipeline through the filter of a solution. Maybe you are doing well in products but lagging when it comes to services. Or you could be succeeding in services, but not selling the larger, compelling differentiated services that allow you to displace your competitors.
  7. Deals That Moved Forward: There are two metrics rolled up into this one view: number of deals, and value of deals. In B2B sales, deals progress over time, some moving faster, and some necessarily moving slower. What you want to ensure is that deals are progressing from week to week, that action is being taken to progress your opportunities. The number of deals moving forward is a good metric, and so is the value of those deals. But a word of caution here, as you also must look at the deals that moved backward in stages or that fell out of the pipeline for one reason or another.
  8. Commitment: This is a personal favorite for me because I believe that is an indicator that the opportunity is real and that the salesperson knows how to move the deal forward. The prompt that can be recorded is the commitment that the prospective client has made that indicates they have agreed to the next step. The 10 commitments I wrote about in The Lost Art of Closing are good guideposts, but you can capture these as customer-verifiable outcomes, or whatever makes sense for you and your organization.

If you want to see how I look at these metrics and how I use data visualization to assess pipeline performance, please join me for this webinar on Coaching Pipeline and Data Visualization with Microsoft’s suite of business analytics tools within PowerBI.

This post is sponsored by:alt text image of Microsoft Logo

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23 Apr 15:53

VW's Electrify America teams up with Walmart and Target to tackle the biggest challenge for electric cars (WMT, TGT)

by Matthew DeBord

porsche mission e

  • VW Group's Electrify America is rolling out an ambitious plan to partner with retail companies and developers to bring fast charging for electric vehicles to more locations. 
  • The company is joining with Walmart and Target.
  • 2,000 individual fast-chargers will be installed.


We've tested numerous electric vehicles at Business Insider over the past few years, and we always come back to a single basic complaint.

There aren't enough charging options.

By this, we mean fast-charging: not the kind of power you draw from a household wall outlet, but high-speed DC charging that can take an EV with a big battery and return it to the road in about an hour.

Virginia-based Electrify America, which is part of the VW Group, wants to change that a bring more fast-charging to the electric-car-driving public. And it wants the chargers to be located in places where people won't mind stopping to re-juice.

The company already announced a plan to partner with Walmart to bring a hundred charging locations to 34 states. Now it's adding other retailers and retail-oriented developers.

In a statement, the company said that it will invest $500 million in what it terms a cycle-one investment to join with Target, the Brixmor Property Group, Kimco Realty Corporation and DDR Corporation, as well as Sheetz, Casey’s General Stores, and Global Partners LP ’s Alltown convenience stores.

Three more cycles will follow over the next ten years, bringing the total commitment to $2 billion.

Convenient, safe, well-lit — and fast

Target

According to Electrify America's COO, Brendan Jones, what matters to EV owners looking for charging outside their homes is that it be "convenient, safe, well-lit" and most importantly, "fast."

Speed matters. Tesla has created a Supercharger network that people who own and lease its cars can use to recharge their vehicles, but Tesla pitches it as being devoted to the needs of those taking longer trips. The network can help a Tesla owner get from coast to coast in the US, but Tesla prefers that those owners avoid using the system for daily charging.

For many EV owners, overnight charging at home is plausible, but as anyone who has ever dealt with an EV for more than a week knows, there's always a need for more electrons.

The retail angle for Electrify America makes sense in this context.

"It was much more beg-and-plead back in 2011 when I was at Nissan," Jones told Business Insider, recounting an earlier effort to interest merchants in installing charging location, which he said is now a simpler process than it was seven years ago.

"More people are coming to us," he added, noting that they now see "significant retail value over time."

Some serious voltages will be offered. The network, which will eventually grow to 2,000 individual chargers, will range from 50 kilowatt-hours (kWh) in urban locations to swift 350 kWh charging at highway locations. Currently, only the VW Group's Porsche Mission E vehicle will be able to handle 350 kWh, which puts 20 miles per minutes of juice back into a depleted battery.

Paying is also going to be easy — drivers will be able to swipe a credit card, just as the owner of a gas-powered vehicle at a gas station can now.

"We’re purposefully placing our charging stations in locations where people already go, where they are needed, and in places that offer the best customer amenities, such as shopping and food, so that electric vehicle charging is easier and more appealing," CEO Mark McNabb said in a statement. 

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23 Apr 15:49

10 Metrics Every Email Marketer Needs to Know

by Lane Harbin

rawpixel / Pixabay

It takes time to get email marketing right. It involves using email marketing best practices in every campaign you create, overcoming common rookie mistakes, and optimizing emails for increased engagement.

However, when push comes to shove, even if you execute the perfect email campaign, but don’t understand how to measure the results of your efforts, it’s all for naught.

Before you delve too deep into learning everything there is to know about email marketing, take a step back. Determine what your goals are for email marketing, and then decide how you will measure your success.

Of course, each email marketing campaign can be different, especially if you have different goals for different campaigns (e.g. generating leads and/or growing a subscriber base). However, there are some basic metrics every email marketer should learn how to track.

Here are the top 10 metrics every email marketer needs to track.

1. Open rate

Open rate is the simplest email marketing KPI, and vital to understanding how well your subscribers are receiving your messages. Open rate simply tracks how many subscribers opened the email you sent.

Open rates can give you insight into the success of your subject line copy. For example, studies show subject lines that use subscriber’ first names are 26% more likely to be opened. Other strategies like using emoticons in subject lines and keeping subject lines direct and short can increase open rates as well.

As a baseline, most email campaigns average an open rate of a little over 24%. If you manage a campaign with open rates higher than that, you know you are doing something right.

2. Click-through rate (CTR)

CTR is another common metric that can be telling of how well your campaigns are performing. CTR measures how many people clicked on the links in your email. For example, if you included a link to redeem an offer, the CTR would measure what percentage of subscribers clicked on your links.

When crafting an email, there are a few great ways to increase click-through rates. First, is to include links in the email everywhere it makes sense. Additionally, include a clear and easy to see call to action button that subscribers can click on to redeem your offer.

Click-through rates are typically much lower than open rates. The average click-through rate for most campaigns is slightly over 4%.

3. Conversion rate

Your click-through rate will tell you how many people clicked your link, while your conversion rate will tell you how many people clicked on the link and then completed a specific action. For example, let’s say you included a link for your subscribers to participate in a Black Friday sale. The conversion rate would tell you what percentage of people that clicked-through actually made a purchase.

Conversion rates are necessary to measure because they give you unique insight into your return on investment. When you know how much you have spent and how many subscribers are converting, it’s easier to determine if the money you are putting into your campaign is really paying off in the end.

4. Bounce rate

When sending an email campaign, you also want to track the bounce rate. Bounce rate measures how many subscriber email addresses didn’t receive your email at all. Soft bounces track temporary problems with email addresses and hard bounces track permanent problems with email addresses.

Measuring bounce rates against open rates will give you a more solid idea of the quality of your subscriber lists. If you have a high percentage of hard bounces, it indicates your list may be full of fake email addresses, old email addresses, or addresses with mistakes in them.

You can preemptively decrease your bounce rates by requiring a double opt-in. This means subscribers have to verify their email address and confirm they want to receive emails from your brand. This is a great option considering you want the quality of your email list to remain high and your bounce rate to stay low.

5. Number of unsubscribes

Measuring unsubscribes is pretty cut and dry. Any email provider will tell you how many people unsubscribed upon receiving an email from you. This is usually displayed in your main dashboard or your metrics dashboard.

It’s easy to get discouraged when you see a high number of unsubscribes. However, professional email marketers often count unsubscribes as a good thing. Why? Because it means you are fine-tuning your subscriber list.

Additionally, when you clearly give subscribers the opportunity to unsubscribe, and you should, it lets them know they have the choice what kind of content they receive from your brand and when. It’s an awesome way to build trust.

6. List growth rate

Now that we’ve talked about the people who, for whatever reason, don’t want to engage with your brand via email, let’s talk about those that do! List growth rate is the metric to track when you want to see the rate at which your list is growing.

You can calculate this by taking the number of new subscribers minus the number of unsubscribes, divide it by the total number of email addresses on your list and then multiply it by 100.

It’s natural to experience some attrition, which is why it’s important to focus on ways to continually grow your list, engage subscribers, and find new loyal subscribers.

7. Spam complaints

There is little worse than putting your talent and creativity into an email only for it to get marked as spam. Seriously. Talk about a bummer. You may want to ignore those that can’t appreciate a good email when they see one, but, unfortunately, you need to pay attention to spam complaints.

Why? Because if this rate gets too high, it’s possible your email service provider will take action against you and/or block your account. Email service providers want to ensure quality and tracking spam complaints is one way they can do it.

Your email service provider will likely track this number for you, but you may want to keep an eye on it yourself. That way, you can make sure you are ensuring quality, that nothing is technically wrong with your emails, and that your copywriting is on point.

8. Forwarding rate/email sharing

Forwarding rate/email sharing measures the percentage of recipients who either shared your post via social media or forwarded it to a friend.

This is an awesome metric to track because it gives you an idea of how many brand advocates you have. In other words, it tells you what percentage of subscribers are recommending your emails to others.

Developing brand advocates through email marketing is a great strategy, especially considering 81% of consumer’s purchasing decisions are influenced by friends’ social media posts.

9. Engagement over time

Tracking engagement over time will give you information on when the best times of day and times of day are to send messages. Of course, you can utilize automation in your email service provider to send emails based on a customer behavior or trigger, but tracking engagement over time will tell you when you get the highest open rates and click rates for emails that are not automated.

Some email service providers automates this feature and will gather the data for you. However, it’s not a bad idea to track this metric on your own and determine when the best send times are for your industry and for your subscriber base.

10. Overall ROI

Overall ROI is a metric every email marketer should track. It tells you the overall return on investment for your campaigns. This means the total revenue divided by the total spend.

You can calculate this by taking the money you made in sales from the campaign minus the money you spent to execute the campaign divide it by the money invested in the campaign and then times that by 100. That will tell you your overall ROI.

Email marketing can be an investment, but thankfully, it also has the highest ROI out of any digital marketing strategy.

Wrap up

There you have it. Those are the top 10 email marketing metrics every marketer should track. As you set up email marketing campaign goals, these metrics will help you measure your overall success as well as help you make necessary adjustments to your strategy.

23 Apr 15:49

Road Map to Success: Monitoring and Measuring Your Content’s Performance

by Jodi Harris

roadmap-success-measuring-monitoring-content-performanceNo matter how creative, memorable, or popular your content pieces may become, every asset you create and share will ultimately be judged by the impact it makes on your business’ bottom line.

While it can be tempting to think about measurement only after all other tasks are complete, you should recognize by now how critical it is to have the right data on hand to inform every phase of your content marketing approach. That is why it’s a good idea to establish sound measurement practices from the start of every program, enabling you to track, analyze, and optimize your content’s performance on a continual basis.

But, of course, just because something is a “best practice” doesn’t mean it’s easy (or possible) to achieve in a real-world setting. Fear not. Even if you’ve been creating and distributing content for a while, it’s never too late to implement the measurement techniques to identify what’s working, discover areas where improvements can be made, and determine where to scale back to concentrate on more impactful efforts.


It’s never too late to implement #content measurement techniques to know what works, says @joderama. #metrics
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Before you proceed: If you aren’t confident you have the right strategic or tactical foundation to support your measurement efforts – or you just need a quick refresher on an earlier step in the content marketing process – review these Road Map to Success guides:

3 components of the measurement equation

The three main components to measuring, evaluating, and optimizing the performance of all your content marketing initiatives include:

  1. Deciding what to track
  2. Tracking, measuring, and managing the data
  3. Turning information into actionable insights

Deciding what to track

Though you can measure just about anything these days, that doesn’t mean you should. Metrics can quickly become all-consuming and confusing – especially if you try to gauge performance against too many goals at once. It’s helpful to start with a few measurement fundamentals, such as:

  • Outlining your organization’s definition of content marketing success so everybody on your team understands what their efforts are meant to achieve
  • Identifying your top measurement priorities and the metric data you need to use in their pursuit (more details on this can be found below)
  • Establishing performance benchmarks to enable easier analysis
  • Calculating the baseline costs involved in executing your content plan to effectively gauge ROI down the line (more on this below)

Once you master the basics and your program grows more sophisticated, you can expand your focus to incorporate additional data points – and more advanced analytics techniques – into your measurement efforts.


Though you can measure just about anything these days it doesn’t mean you should. @joderama #contentmarketing
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Inventory and audit your existing assets

If you’ve begun to publish valuable content and look to put a more formal measurement plan in place, the first steps are to identify, qualify, and categorize your existing assets. After all, you can’t measure it if you don’t know you have it. 

First, you need to create a content inventory – a quantitative list of the assets published across content types, channels, and distribution formats. From there, you may want to conduct a full content audit – a qualitative evaluation of your inventoried content – to assess your existing content against your customer needs and your strategic objectives.

Not only can these processes help you understand your content’s strengths, weaknesses, and overall strategic alignment, they can also reveal any gaps that might exist in your coverage as well as areas where your content needs an update – all of which could keep visitors from converting.

Take a shortcut: Want the insights from a full content audit without spending months of your time? Check out How to Do a Content Audit in a Few Hours.

Measure for priority goals

You (and your stakeholders) likely expect your content program to pay off in a number of ways. But chances are you equate one goal with success above all others. For example, are you looking for:

  • Website traffic growth?
  • An increase in the number of qualified leads entering the sales pipeline?
  • A greater share of voice among your competitors?
  • Enhanced brand awareness or sentiment among potential customers?

Knowing where your company’s priorities lie is essential to determine which goals to focus on for your measurement efforts. You also need to know which key performance indicators (KPIs) to track as evidence of your content’s impact. Use the chart below to get a sense of critical KPIs you should be tracking in pursuit of common content marketing goals.

content-marketing-goals-chart

Another way to approach performance data tracking is to consider the most common KPIs for each type of content you create – email newsletters, website articles, social media content, etc. The list below outlines some of the most informative metrics in common content categories:

kpis-by-category


Consider using the most common metric for each content type, says @joderama. #metrics
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Listen and learn

While it’s important to gather quantitative data to validate your content’s value, you can also gauge your content’s impact by listening to the conversations around your brand ­– including social media conversations. This direct, unsolicited feedback can be invaluable to understanding whether your content is reaching the right audiences, how well it’s being received, and what you can do to increase the value of your publishing efforts.

A content review template, like the sample below, tracks relevant social media conversations and documents any analysis you extract from listening activities.

content-review-template-12-29-15

Click to enlarge

Keep tabs on your competition

Your content doesn’t exist in a vacuum. Every new asset must draw attention from something else your audience might want to pay attention to. A competitive content marketing analysis of your industry peers, including how well their work is performing, can give you a fuller picture of where your audience’s needs are being met and where opportunities exist to steal mindshare from other businesses.

Tracking, measuring, and managing your data

Content marketing measurement isn’t a one-time effort, it’s an ongoing process. And, like any process, having the right tools, techniques, and templates can be invaluable in organizing the data, identifying key opportunities, making meaningful changes, or reporting results to your stakeholders.


#Contentmarketing measurement isn't a one-time effort, it's an ongoing process, says @joderama. #metrics
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Set a manageable measurement schedule

When putting your measurement program in place, decide how frequently you’ll collect your data. Do it too often and you might not allow enough time for meaningful patterns to appear; but if you wait too long, you run the risk of overlooking problems that could keep your content from reaching its goals.

For example, CMI’s Cathy McPhillips recommends tracking performance on a monthly basis to start, then adjusting your timeline as necessary. Use the spreadsheet template below to keep an eye on your goals, KPIs, and the metrics you are tracking in your evaluations.


Track #content performance on a monthly basis, then adjust your timeline as necessary. @cmcphillips #metrics
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kpi tracker

Click to enlarge

Build a metrics dashboard

Once you choose the performance indicators most meaningful for your business, you want to track the performance of every content asset you publish against those benchmarks. Building a dashboard where you can display all your data in one place on an ongoing basis makes it easier to identify performance outliers (both good and bad), as well as report your results to your supervisors and stakeholders.

Dashboards can be created and customized in many ways and, with the right tools, you can get granular. But this simple measurement template from NewsCred (via Michael Brenner) can get you started with a broad view of how your content performs against common metrics over a trended time. And, as your analytics capabilities grow more sophisticated, you can build it to include additional data points.

content-marketing-dashboard-template

Let your tech do the tracking

A basic dashboard like the one above is a great way to manually aggregate and evaluate your performance data. But more robust analytics tools are available to provide deeper insights, including solutions that automate common measurement tasks for easier ongoing analysis, as well as those that correlate findings across multiple content platforms.

Organize your information for easy reporting

Once you have your performance data on hand, it’s useful to keep your team members, executive management, and other content stakeholders regularly informed about the progress your program is making. Here is a checklist for creating a simple editorial status report, which you can use to share key analytics and insights on an ongoing basis.

checklist-editorial-status

Turning information into actionable insights

Having the right data at your fingertips won’t do you any good if you don’t understand what the stats are telling you or know what to do in response. Following proven best practices for analyzing your results and turning those insights into action helps you spend less time staring at abstract data on your screen and more time addressing the meaningful opportunities they reveal.

Establish a scoring system

The standards for considering a piece of content to be a “success” can vary widely project to project and purpose to purpose, as well as by organizational goals and processes. It can be hard for content marketers to determine whether an existing asset is performing to expectations. It’s helpful to use a consistent methodology or content scoring system to enable your content team to make apples-to-apples qualitative assessments. By assigning a standardized numeric value to each of your KPIs, you can get an at-a-glance view of the relative benefits each content effort brings (or is likely to bring) to your business.


How do you know if a #content piece performs to expectation? Use a content scoring system, advises @joderama.
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Tap into the most powerful insights

Google Analytics is practically synonymous with basic site visitor metrics like page views and bounce rates. But this robust tool can also be mined for the kind of deeper, more actionable insights that lead to smarter content choices – if you know how to access them.

To start using Google Analytics as a decision-support tool, follow the simple, five-step process outlined by Orbit Media’s Andy Crestodina. You can also refer to CMI’s handy applied analytics guide to learn more about the analytics reports that can answer some of your biggest content performance questions.

Click to enlarge

Click to enlarge

Augmenting your analytics

The aggregated, trend-focused data from Google Analytics can help you see the big picture of your content’s performance. But if you want to learn why certain content assets are achieving better results, you may want to measure their impact on a more individualized level.

For example, by adding marketing automation tools and CRM systems to your analytics arsenal you can collect information on how specific users engage with your content and the actions they take afterward. Then, by correlating those data points with insights in your content marketing personas, you can start to determine which content pieces are most likely to suit a user’s particular needs ­– and what it will take to move the user to conversion.

Translate knowledge gained into ROI achieved

When all is said and done, content should benefit the enterprise – not just the content department. Learning how to determine and present proof of content ROI is, perhaps, the most critical component of the content measurement equation.


Learning how to present proof of ROI is most critical component of the content measurement equation. @joderama
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As I mentioned, to calculate ROI, you first need to determine the baseline costs involved in creating, distributing, and promoting content in your organization. As Michael Brenner points out, you need to factor in average production costs to the business – including copywriting fees, design services, use of tools and technology systems, and team resources – as well as estimated costs associated with content utilization and performance.


To calculate ROI, you need to factor in average production costs to the business, says @BrennerMichael.
Click To Tweet


However, if you look at content marketing from a campaign standpoint, a more straightforward way to demonstrate the business value your content provides is to follow the basic technique Jessica Best outlines for proving the return on marketing investment (ROMI) of an email campaign. Jessica’s approach simply calculates marketing dollars in and marketing revenue out rather than factoring in the business’s overall cost of goods: Take the amount of revenue an average campaign generates, subtract your expenses for creating and delivering that campaign, and then divide the result by your expenses.

email-marketing-romi-600x300

Of course, if your content marketing program is more sophisticated and well established – or you have dedicated data scientists on hand – you may want to invest more time and effort in your ROI determinations. This collection of templates and techniques for tying your content to revenue can help you start off on the right foot.

One last thing…

Once you’ve worked through all the steps of planning, building, executing, and evaluating your content marketing program, there’s one last thing you need to do: Go back to the beginning. No, you don’t need to redo all the work, but periodically revisit the strategic choices initially established and make any necessary adjustments based on the lessons learned throughout the process. Only by treating content marketing as a cyclical and ever-evolving process can you truly keep your program running at peak levels of performance over the long term. 

Make sure your content marketing road map includes a stop in Cleveland, Ohio, Sept. 4-7. Register today for Content Marketing World. Use code BLOG100 to save $100. 

Cover image by Joseph Kalinowski/Content Marketing Institute

The post Road Map to Success: Monitoring and Measuring Your Content’s Performance appeared first on Content Marketing Institute.

21 Apr 17:02

10 Things to Consider When Opening A Business

by Nicole Bryan

rawpixel / Pixabay

Opening a business can be an exciting time in your life, but it also entails a number of decisions. The decisions that you make today can have a significant impact upon the success of your business, so it is important to ensure that you make the right decisions.

Below are some of the most important decisions you will need to make when opening a new business.

  1. How Will You Process Payments?

First and foremost, you must think about how you will handle payment processing. Regardless of your industry or the size of your business, it is now imperative that you be able to accept credit card payments. The inability to accept credit cards could result in lost sales. The best way to make sure you can process credit cards is with a robust point-of-sale system. POS systems today make it possible to not only accept credit cards at the register, but also at any other location in your business, ensuring you have no limitations. You can also accept checks and cash.

  1. How Will You Market Your Business?

Marketing is vital to the success of any business. Today, there are numerous options for marketing your business, including traditional printed forms of marketing as well as email marketing and social media marketing. With a comprehensive point-of-sale system, you gain the ability to collect customer information at the point of sale so that you are able to market your customers more effectively and in less time. Your POS system ensures that you do not miss any marketing opportunities.

  1. How Will You Keep Cash Flow Flowing?

Cash flow is also vital to the success of a small business. If you are not able to keep your cash flowing, you could experience problems later on. The Wall Street Journal reports that one of the biggest worries for many small business owners is dealing with fluctuations in cash flow. While this can be an understandable problem, there are some ways that you can protect your cash flow. One way is to accept credit cards is using a POS system. Among the most common reasons contributing to cash flow problems is late payments. If you are a retailer, you may need to wait weeks for a check to clear the bank. If you send out invoices, you could be forced to wait weeks or months to receive a payment after an invoice is sent. Accepting credit cards helps to resolve this problem.

  1. How Will You Manage Inventory?

Managing inventory is also vital for business owners. If you are not able to properly manage inventory, you could find that you have too much of one item on hand or not enough of another item. Either way, this can put your business at risk. You must also make sure you are prepared to handle the potential problem of “disappearing” inventory. Among the best ways to make sure you have a solid grasp on your inventory without spending hours each week is through the use of a POS system. With a POS system in place, your inventory can be updated automatically each time a sale is made.

  1. How Will You Schedule Employee Schedules?

Proper employee scheduling is vital to ensure that you have the correct amount of staff scheduled at the right times. You certainly do not want a situation in which you have too many staff scheduled and you are paying them when there is nothing for them to do. At the same time, you do not want a situation in which you do not have enough staff scheduled and customer service suffers. A POS system can help you to manage your employee scheduling so that you are able to identify your busiest times and ensure you are properly staffed.

  1. How Will You Handle Sales Reporting?

Regardless of the type of business that you operate, you will need to run sales reports so that you have insight into what is going on with your business. Sales reports are not only important for your own benefit but also for preparing taxes. In the past, business owners were often forced to handle business reporting by hand, which was not only time-consuming but also prone to errors. Today, sales reporting can be handled in a faster and more streamlined manner with a POS system. All it takes is the touch of a button to print relevant reports.

  1. How Will You Record Information on Repeat Customers?

Your most loyal customers are vital to the success of your business. As such, you need to be able to record their information and track them in an effective manner. Doing so also allows you to target and market to those customers. Rather than keeping up with copious handwritten notes, a POS system can help you to record information on your customers each time a sale is made. In this way, you will know each time that your repeat customers come into your business, thus presenting the opportunity to upsell and increase revenues. Your POS system can also give you the ability to create a customer loyalty program that actually rewards your customers for their continued patronage of your business.

  1. How Will You Handle Management?

Business owners typically spend more time at their business than anyone else. This is especially true when first starting a business. But, the reality is that you cannot be there at all times, particularly if you own multiple locations. With a POS system; however, you can view business operations from any location, at any time, and in real time. As a result, even if you need to be away from your business, you can still keep an eye on how things are going. This helps you to manage your business more effectively while also giving you increased peace of mind.

  1. How Will You Handle Discounting, Sales, and Pricing?

Along with regular pricing, you also will need to determine how to handle discounting and sales. Failure to handle these three areas effectively could put your revenue and business at risk. The good news is that you no longer have to rely on pricing by hand. With a POS system, you can print your own barcodes and take advantage of easy discounting and sales. If you own multiple locations, this makes it much easier to ensure consistent pricing across all locations.

  1. How Will You Print Receipts?

Finally, consider how you will print receipts for your business. It is absolutely vital that you be able to provide your customers with a receipt of their purchase. Implementing a POS system gives you not only the ability to print a receipt at the point-of-purchase, but also the option to email or text receipts to customers.

Opening a business can be tough for many reasons. There are a lot of things to consider for a business owner, all while juggling day-to-day responsibilities. Considering a few of the things above can save a merchant a lot of headache.

21 Apr 16:59

Peeling Back the Hype: The Promise of Artificial Intelligence for Better Workforce Insights

by Chris Bruce

The media has raised consumer expectations for artificial intelligence (AI) by proliferating visions of intelligent assistants and self-driving cars, making the current AI hype cycle louder than ever. But how does this hype cycle compare to others over the last five decades? If the analysts are to be believed, we now find ourselves once again at the ‘Peak of Inflated Expectations’ – with the impending ‘Trough of Disillusionment’ ahead.

However, while these AI visions are some ways off from becoming reality, AI is still a critical technology, one which could contribute $15.7 trillion to the global economy by 2030. Increased development of machine learning algorithms is leading to benefits being felt across industries – from manufacturing to financial services. Organizations in the HCM space are taking great strides towards AI, particularly in the shared service function using smart software, but these organizations also need to be vigilant, and ensure they’re walking the walk before they talk the talk.

Implementing AI requires a new skill set within the HR department to gain greater technical understanding – for instance, considering how virtual assistants can add value to an employee experience and the appropriate moments to deploy them. This means HR must have a clear idea of what constitutes true AI and how it can positively impact their employees, before investing in the infrastructure that allows them to deliver it.

How AI will affect employees

It’s easy to be skeptical about AI, but I’m not. I see huge potential in how the technology could revolutionize the employee experience by transforming the relationship between employee and employer. For example, AI could play a critical role in employee benefits by educating employees on their benefits and helping them make the right decisions.

Our recent Employee Benefits Watch 2016/17 research found that two thirds of employees are eager to hear personalized information about relevant benefits at important life milestones such as marriage or childbirth. AI provides a means of achieving this level of personalization on a huge scale. AI can more effectively use massive amounts of datasets on details such as an employee’s demographic, interests, health, etc., to work out which benefits are likely to be most appropriate and helpful for them. We’re already making steps towards this, using data analytics to help target benefits communications to specific employees’ profiles. A new parent, for example, could automatically be served with information on their employer’s parental leave program.

While integration of AI into HR and benefits systems could improve the employee experience and ensure they’re better served by their organizations, some employees may have concerns. Personal data and how it’s used by organizations, along with data protection and security, is high on the public and political agenda across industries and employers need to be sensitive to this. It’s paramount that employers are able to explain how this is enabling them to create tailored ‘services’ to meet their specific needs and answer all questions on exactly how their data is being used.

The employer benefit

AI wouldn’t be generating such interest if the advantages were purely one-sided – it also presents a huge opportunity for employers. Benefits are emblematic of an organization, signifying how supportive it is of its employees and how committed it is to streamlining their work and personal lives. The way that benefits are delivered plays into this. The speed and accuracy with which AI could deliver or edit benefits (for example, automatically adding new-born children to medical insurance when maternity or paternity leave is taken) would reflect positively on an organization.

Another area where AI could be particularly useful is question management, quickly responding to issues experienced by employees rather than leaving them in a lengthy service center ticket system. Integration with consumer technology could even enable employees to easily ask questions while at home – they could conceivably ask Alexa for information about their wellness program, for example. With Bersin by Deloitte’s latest research indicating that the most mature HR functions spend only 29% of their overall time on transactional work, AI could help those less mature companies that are lagging behind become more efficient and effective.

Finally, AI can lead to improved benefits design. The Thomsons Online Benefits proprietary platform, Darwin, generates data from nearly 2,000,000 users. By crunching this data and learning how employees’ benefits behavior changes over time, AI could anticipate the perfect benefits program for any individual. It also offers us the potential to transition away from predictive to prescriptive analytics. Health insurance premiums are a great example. We can already draw on past data to predict the health needs of our workforce in five years’ time – but to be truly useful, analysis needs to factor in external trends, such as increasing obesity, longer life expectancy, etc. AI has the potential to do this by analyzing larger quantities of data at greater speeds to generate more meaningful insights than a human ever could.

AI’s future: How do we get there?

Those organizations that will be able to deliver on AI and analytics five years down the line are those that are making changes now. We have for the last few years been making changes in our data architecture to make it easier to analyze the rich data that we hold.

While expectations of AI may be inflated at present and tempered by concerns over data-use, the potential in artificial intelligence is remarkable. In the years to come, it will likely surpass doubts and bring about massive, positive change. If I were to ask one thing of my fellow technology professionals, it would be not to over-promise on AI. Doing so will only destroy confidence in the market and delay the advantages it can bring. Instead, companies should make long-term plans for its adoption and build the infrastructure for its success. It’s only then that we’ll realize its super-human benefits.

21 Apr 16:59

What You Need to Know Now About User-Generated Content

by Patti Podnar


What you need to know now about user-generated content

As I marketer, I understand the value of user-generated content (UGC). Free content, customer engagement, access to other peoples’ followers, social proof, backlinks, improved SEO, and insight into your customers that’s so good it almost feels like eavesdropping.

We can top that off with a few statistics:

  • 85% of consumers say they value UGC visuals (photos and videos) more than brand visuals
  • 30% of millennial media consumption is spent on UGC
  • 48% of all consumers say that UGC is a great way to discover new products
  • 84% of millennials say that their purchase decisions are influenced by UGC
  • Placing UGC on product pages increases conversion by up to 64%

Those stats paint a pretty picture.

As a writer, however, the term user-generated content strikes terror in my heart.

What if the people who submit content have bad grammar? What if they still use two spaces after each period? And (horror of horrors) what if they don’t use the Oxford comma?

I know I’m a grammar snob, but I still can’t bring myself share a link to content that’s full of grammatical errors, no matter how good the content itself is. I just can’t turn off the part of my brain that makes small writing errors shine like supernovas when I’m reading somebody else’s work. (I just wish the same thing would happen when I proof my own work!)

basic grammarBut just because I’m a bit neurotic when it comes to grammar doesn’t mean there aren’t legitimate concerns surrounding UGC.

Just like any other online activity, there are both risks and benefits. Today I’m going to walk you through what some of them are so that you can make an informed decision about whether UGC is right for your brand.

I’m not a lawyer and am not dispensing any legal advice. I’m just raising some questions and encouraging you to think about the answers so that, if you do decide to use UGC, you do so as wisely and safely as possible.

Let’s start by defining what we mean by user-generated content.

What is user-generated content?

User-generated content is content that is created by customers (followers, fans, etc.) instead of by the brand itself. Sometimes UGC is solicited, as when the brand hosts a contest asking customers to send in photos of themselves with the product. Other times, UGC is discovered rather than solicited — when an employee comes across a Tweet or review extolling the product’s virtues, for example.

Brands love UGC for a number of reasons. For one thing, it’s about as close as you can get to free marketing. But an even bigger reason is that it’s hard to beat for authenticity. And today’s customers value authenticity:

  • 86% of millennials say that UGC serves as proof of a brand’s quality
  • 68% of social media users between the ages of 18 and 24 say they consider UGC when making a purchasing decision
  • UGC can increase brand engagement by as much as 28%
  • 51% of consumers trust UGC more than similar content posted by the brand itself

And did I mention that user-generated content can be the next-best thing to free?

But (you knew there was a “but,” didn’t you?)…UGC doesn’t come without risks. And I’ve seen an awful lot of advice touting the benefits of UGC without even giving a nod to the risks.

So I’m going to throw some questions out there to encourage you to think about the potential downsides of user-generated concert. Discuss it with your team, have a debate with yourself while you’re on the treadmill, and talk it over with your lawyer; then make the decision that’s best for you and your brand.

Risks of user-generated content

Copyright, privacy, and trademarks

content marketing

 

Once upon I time, I lived in downtown Memphis, in an apartment building right across the street from my job. It was an historic building where my mother had gone dancing in her youth, and it was just a short walk from Beale Street and the annual roundup of festivities tied to Memphis in May (Music Fest, the barbecue competition, etc.).

And something was always happening. I remember spending one lunch hour sitting in a restaurant across the street from the Peabody Hotel, watching Tom Cruise film a scene from The Firm. (Yep, I’m that old!)

So I was used to seeing random camera crews. But I was still rather shocked one day to see a TV commercial from a major insurer featuring little ol’ me walking across the street on my content marketingway home for the evening. It looked as if it had been filmed from the roof of my building, and I’m quite certain no one asked my permission. And plenty of people recognized me. I started to make a stink about it, but then sanity kicked in and I realized it was probably a bad idea to hack off my health insurer.

More than 20 years later, however, I still remember that. And it still bugs me that the company felt they were entitled to use my image in an ad campaign without my permission (or knowledge, for that matter).

Assuming that you don’t want your customers holding a 20-year grudge, there are a few important rules to follow. But it all comes down to this:

“If it ain’t yours, don’t use it without permission. And it ain’t yours just because there’s a picture of your product in it.”

There are three main things to worry about (aside from irritating your customers, that is):

  • Ownership and copyright: This is about whether you have the right to share, use, alter, repurpose, or distribute the content. And it can be tricky: A user who’s flattered at the thought of her photo being the featured image in one of your blog posts may react quite differently if that same photo is at the center of a very successful ad campaign that generates millions of dollars in revenue. Lending indirect support through UGC is one thing; knowing that the company is directly profiting from content you created is quite another.
  • Privacy: Think you’re covered because you got permission from the user who took the photograph? Not if there are other people in the picture (and especially if some are children). The photographer can only grant you usage or ownership rights. They can’t sign away somebody else’s right to privacy. So you’d have to get additional consent from each person pictured.
  • Trademark: This one comes up a lot in crowd shots. In the foreground, there’s a picture of somebody using your product, and you have their permission. In the background, however, there’s somebody wearing a hat with another company’s logo. Would using that photo in your marketing content count as a misuse of their trademark?

Most brands understand that they need to get usage permission from the creator of user-generated content, but they don’t always go beyond that to consider privacy and trademark issues.

Liability

Let’s say you run a bike store and are thrilled when a user sends you a picture of his child taking his first-ever bike ride sans training wheels — but the kid isn’t wearing a helmet. Or what if somebody submits a photo of himself watching a solar eclipse with your top-of-the-line telescope, and he’s not wearing eye protection? Or what about a photo of a teenager drinking your beer?

It seems pretty obvious that publishing a photo of someone using your product in an unsafe (or illegal) way could be seen as an endorsement. But would merely “liking” a Tweet constitute endorsement?

Think you can avoid liability by including a statement in your Terms of Service that says depicting inappropriate use of a product doesn’t imply endorsement? Digital policy expert Kristina Podnar says that probably won’t be a lot of help.

“Legally, this may not hold water in a court of law, because arguably the company knows that its product is being used in a dangerous or inappropriate way and thus has an obligation to stop or prevent further harm,” she explains. “Even if the company is not fined from a legal/regulatory perspective, lawsuits (including class action) can arise from such behavior.”

“On the other hand,” she continues, “if the company filters or moderates content so that dangerous or inappropriate use of products is not depicted in its digital channels, then we have freedom of speech considerations.”

The only thing you can be sure about when it comes to UGC and liability issues is that there’s no easy answer.

Social issues

Remember last Thanksgiving, when Aunt Sally came out with that comment that was so blisteringly offensive you didn’t know whether to scream or crawl under the table…?

How much worse would it be for that to happen with user-generated content? It could be a comment on your blog, a Tweet that goes viral, or a hashtag hijacking, but, at some point, a piece of user-generated content is going to embarrass the heck out of you. And you’ll have to decide how to handle it.

Go ahead and do that now. Trying to formulate your response in the middle of a social media firestorm is never a good idea. Either you’ll forget to consider an extremely important angle or your intern will react according to personal beliefs rather than organizational values.

Some things to consider:

  • What’s your position on taking a position? Some brands, like Starbucks, Anheuser-Busch, and Ben and Jerry’s, intentionally incorporate their social beliefs as part of their brand identity. Others prefer to stay neutral.The problem with neutrality is that, as soon as reporters start calling, or an employee deletes comments supporting one belief while publishing comments that support another, neutrality is no longer an option. Assuming that you may eventually have to take a position, what position will it be? And how strongly do you want to voice it?
  • Do your digital workers know how to handle a social media crisis? If someone tags your brand in an offensive Facebook post, should they ignore it? Respond? Call a manager? Do your night shift employees know who to call if your Twitter stream starts imploding?

Flare-ups over social issues are a predictable consequence of user-generated content. That doesn’t necessarily mean that the risks outweigh the benefits. But if you choose to accept the risk, make plans now to protect your organization and its reputation. Don’t put it off until you’re in the midst of a crisis.

Regulatory concerns

As if liability and your brand’s reputation weren’t enough, you also have to worry about violating regulations — which can sometimes result in steep penalties. A couple of examples:

  • A customer posts before-and-after pictures of themselves with your prescription skin cream. Would it be OK for an employee to “like” or retweet it? In the U.S., maybe. In the EU, which has tighter regulations governing such products, absolutely not.Just recently, an Amgen employee in Denmark faced criminal investigation for using his personal LinkedIn account to link to a press release covering the results of a recent study involving an Amgen cancer drug. Danish authorities claimed that doing so violated a Danish law prohibiting direct-to-consumer advertising of prescription drugs.The lesson here? Common sense is not a reliable defense.
  • In the U.S., the FTC requires influencers to disclose whether they receive any type of compensation from the companies they endorse. Do you have a process in place to monitor whether your influences abide by that requirement?

It’s hard enough to keep up with the various regulations that can apply to your brand and its employees. Monitoring the compliance of non-employees adds yet another layer of responsibility.

What should you do about user-generated content?

I don’t know…and it’s not my place to tell you. But I do want to encourage you to make informed decisions rather than following the herd.

A few conversation-starters for you and your legal team:

  • Who owns the content once it’s submitted? Has that been clearly communicated to users?
  • Have you made clear statements as to how you intend to use the content (ad campaigns, images for blog posts, etc.)?
  • If you intend to alter or edit the content in any way, have you requested separate permission for that?
  • Will you give credit to the user? If so, how?
  • Do digital employees know what steps to take if they find a piece of unsolicited UGC that they’d like to use?
  • Is your industry governed by any additional regulations that could apply to user-generated content?
  • Do you have a responsibility to verify the age of users who submit content? If so, how do you do that?
  • How much risk are you willing to take, and under what conditions? Are there situations where it’s OK to “like” a piece of content but not to share it?
  • Can users post content directly to your website, or is there an approval process? If so, do employees have clear guidelines that protect the brand without violating users’ freedom of speech?
  • Do you have a contingency plan in place for a social media crisis? Has it been thoroughly distributed, and does everybody know their role?
  • Have you consulted legal counsel on your use of user-generated content?
  • Have you taken advantage of all opportunities to build controls into your process? Do you use your Terms of Service statements to request consent? Could you include a built-in checklist in the approval process for UGC? Could you use automation to scan UGC and flag anything that may be inappropriate?

User-generated content can do wonders for your content marketing goals. But it can also turn into a hot mess, And that’s a risk you should shoulder with intention and foresight, not something that sneaks up behind you when you’re not looking. “Oops” moments may be inevitable; what you want to avoid are the “oopses” you never saw coming.

 

21 Apr 16:57

7 Financial Services Marketing Ideas That Improve the Customer Experience

by Dan Dowling

A Satisfied Customer Is the Best Business Strategy of All

Your clients want a better customer experience. It’s something that other industries have already picked up on with 89% of companies competing primarily through their customer experience (CX).

But the financial services industry is lagging behind. In fact, only 11.6% of financial services institutions have allocated their budgets towards improving their customer experience. This creates a huge opportunity for your firm to separate yourself from your competitors with a customer experience that tops the rest.

To help you create a world-class customer experience that will transform your organization into an invaluable resource for your clients, here are our seven financial services marketing ideas designed to improve your firm’s customer experience and overall customer satisfaction.

1. Embrace Personalization

You know the feeling when someone you’ve met a handful of times still calls you by the wrong name? Just like it doesn’t feel good to be addressed by “hey there” or “hey buddy”, your clients want to know you know them and care about the work you do for them. From a marketing perspective, if your firm is sending out generic mass emails, or has inaccurate client data behind your communications, chances are you’ve made a client feel this way. It is an easy mistake that can leave a long-lasting negative impact on the client relationship.

If you want to impress your clients and avoid the above scenario, your team needs to personalize their client communications. One way you can help your firm achieve top-tier personalization is through integrating your CRM and email service provider. Think about all the contacts and contact details that live in your Outlook or Gmail and how little of that important information lives in your company’s CRM. Without those key data points, your marketing team is flying blind and is much more likely to upset a client rather than provide a meaningful, well-timed email outreach on your behalf.

Luckily, relationship intelligence tools today can map and sync email contact data right into your CRM with the click of a button. After syncing the two tools, you can input your personal client data directly into emails for each client that you have. And to make sure that the client data powering those emails is accurate, use CRM automation tools to automatically manage and update contacts when their information changes.

2. Survey Your Clients Regularly

People are all wired differently. We all have customers that will shoot straight and tell you what they like and do not like about your service, technology, or team. But what about the clients that have a non-confrontational demeanor? They may be very upset with some aspect of your relationship or engagement, but they would never say anything until it’s time to terminate their contract. Without insight into the health of your client relationships, you may never understand the current state of your CX or what steps you need to take to improve it.

To collect important client satisfaction data, survey your clients on a regular basis. One methodology and management tool that is widely used to gauge the health and loyalty of your customer relationships is Net Promoter Score (NPS). Here are a few example questions you can ask your customers in a survey:

  • How likely are you to recommend [insert company name] to a friend or colleague? (scale of 1-10)
  • What changes could we make to earn a higher score? (text box)
  • How are we performing against the objective of improving our customer experience? (scale of 1-10)

When creating your client survey, just make sure not to overload clients with questions. This is where relevancy to the customer experience and client satisfaction will help narrow down your questions. As for how often your should be surveying clients, a quarterly or bi-annual survey is a good starting point. The objective is to survey your clients frequently enough to ensure that you can catch a bad experience quickly, allowing your company to move fast and correct the problem.

Once you’ve received your initial results, this can serve as a benchmark for measuring your customer experience levels over time to ensure your teams are making progress.

3. Create a Mobile-Optimized Site

More than half of today’s internet traffic lives on mobile devices. Of those mobile users, half of them will abandon non-mobile-friendly websites even if they like the company. To make matters more pressing, Google’s next search index will prioritize mobile sites over traditional desktop sites. For your financial services firm, this means you need to go mobile, or your search rankings and web traffic will suffer.

If your website is not optimized for mobile, you could be turning away a majority of your web traffic through a poor user experience. And once Google rolls out their new index, it could hurt your rankings, causing fewer people to find you. Luckily, there are some steps you can take to improve your mobile user experience.

For example, you can start by creating a custom mobile experience with easy to read content, personalized navigation, and quick links to important pages. Website platforms like SquareSpace, WordPress, and Wix.com are all great platforms for quickly creating a mobile-friendly website experience.

4. Respond to Reviews

At first glance, online reviews might seem out of the realm for your financial services institution. Especially as a B2B financial services firm. However, any review or opinion your clients put out on the internet, leaves an impression on a number of people. Plus, clients are more likely to write a bad review than a positive one. Nothing can turn a bad experience worse like ignoring a client rant on a well credited platform.

If your firm has unanswered client reviews, these could be impacting your prospect relationships as well as your existing clients as these reviews often come up in search results. By not resolving these customer reviews or commenting on their experience, others might see you as unresponsive or out of touch.

If a client took the time to write you a review (whether negative or positive), you need to take the time to respond to them. Through addressing their review, you’re showing them — as well as others — that you care about improving your firm’s customer experience. The same concept can be applied to your social media comments and shares. Respond to those as well to show others that they’re on your radar.

5. Share Compelling, Helpful Content

Content marketing plays a major role in generating brand awareness, increasing client engagement, and influencing purchasing decisions. In showcasing your firm’s expertise, thought leadership, and helpful advice through content, your firm can become a trusted advisor and a go-to financial resource. As you may expect, having this level of trust in your financial services firm, improves your client relationships and customer experience.

To become the best financial resource for your clients, double-check that you’re sharing content with your clients that is relevant to them and their financial needs. For example, if your client is about to go through an IPO process, it’s a good idea to share your tips for reducing risk and facilitating the transaction. Through providing relevant expertise, your client won’t have to search for it elsewhere, saving them time and improving their experience.

6. Build Trust Through Secure, Digital Access

Today, 62% of Americans report that digital banking is their preferred method for managing their finances. It’s more convenient for your clients to log into a portal to manage their accounts, investments, and transfers. This is true for both B2B and B2C financial firms. By providing your clients with tools that offer greater control of their information and finances, their level of trust in your organization will rise. And with stronger trust comes stronger client relationships.

To make your client’s finances more accessible, or provide greater control, develop a digital portal that your clients can log into to monitor their accounts. Or, set up automatic finance reports. If you have reporting set up already, elevate the level of data or insights you’re providing your clients. These reports can give your clients more information on how their finances are changing day in and day out, ensuring that they are aware of any changes. Your clients will appreciate any increase in information or transparency, causing their satisfaction level to rise. Customer portals can also be a competitive advantage and marketing tool if implemented right. It all depends on how the customer likes their experience.

7. Reward Client Referrals

According to Influitive, 84% of buyers now start the buying journey with a referral. If your financial services firm isn’t generating those referrals, you simply aren’t gaining the prospective clients that you should be. And if you are generating those referrals, are you doing everything you can to reward your clients for them?

If a client went beyond the call of duty to give you a referral, go beyond the call of duty to thank them for their efforts. As an example, you can provide them with something as simple as a thoughtful gift, charity donation on their behalf, or a handwritten thank you note. The main thing to avoid is simply sending an email or not thanking them at all. This shows clients that you appreciate their referral, regardless of its quality, potentially sparking additional referrals to come through in the future.

It’s Time to Play Catch Up

Financial services firms have been slow to evolve their customer experience, creating a huge opportunity for financial leaders to rise above the competition. Use the above marketing ideas like helpful content, accessible tools, and strong client relationships to really push your CX over the edge.

For more ways you can strengthen your financial services firm’s client relationships and stay ahead of the competition, check out how you can use CRM data to fuel client loyalty.

20 Apr 15:34

Attract Candidates, Don’t Just Track Them

by Joanne McDonagh

It is safe to say with the amount of statics out there, recruitment marketing is not a fad.

That being said, there is still a reasonably sized group of professionals in the recruitment industry that don’t realise the difference between an ATS and recruitment marketing software.

Often thinking that they have to choose one over the other, or, obtain an additional budget in order to acquire the missing piece. The reality is there are many 2 in 1 platforms that offer both and will not only save you time with your recruitment but will save you money. Even though many a professional may think that an ATS is the solution to all of their hiring challenges this really isn’t the case.

ATS vs. Recruitment Marketing platform

An ATS allows you to track your candidates throughout your recruitment process from the initial application stage. However, one of the biggest pains today in recruitment is actually attracting quality candidates. In order to do this, you must lead them through the stages of their candidate journey: awareness, consideration, and interest. This is where recruitment marketing comes into action.Recruitment marketing allows employers to showcase their employer brand and create a dual recruitment & marketing strategy to help attract talent and bring their process to life. An ATS then comes into play allowing you to streamline your candidate selection and process and bulk up your talent pool.

80% of talent acquisition managers believe that employer branding has a significant impact on the ability to hire great talent. Source: LinkedIn

So, what are the benefits of a recruitment marketing platform?

The majority of companies are beginning to think of their candidates as consumers. They have a variety of choices when it comes to researching and choosing their next career. Recruitment marketing allows you to build a relationship with candidates before they even begin to think about applying for a job with your company, allowing you to get a competitive advantage over any competition. People don’t apply to companies anymore they apply to brands. 55% of talent leaders see employer branding as the top investment priority in 2017.

66% of people who changed jobs recently were aware of the existence of the company before hearing about the job opportunity. Source: LinkedIn

How has recruitment marketing helped companies with their hiring?

Think about this one, how much is your HR department spending on recruitment in a year? Various tools, various websites etc. How much of that money is wasted? the reality is you probably don’t even know. Linkedin reports a 43% decrease in the cost per candidate for companies that are using recruitment marketing platforms.

Using the right recruitment marketing platform helps companies track the effectiveness of various campaigns, it also provides them with analytics to help prioritize the best investments for their time and money. Using a platform like this has also helped companies build talent pools that they can easily dip into without having to even advertise for an upcoming position and help alleviate costs.

Let’s get you started

So now that you know what recruitment marketing is and the value it holds. It’s time to get started showcasing what your company has to offer. Recruitment marketing platforms are easy to use and to get started with. Schedule a quick 20-minute online demo here with us at Rezoomo and let us show you how you can improve your recruitment and in the process save time and money. Click on the request a demo button below and let’s transform the way you hire & start getting your company better results.

20 Apr 15:31

Are You On the Same Wavelength as Your Buyers?

by Brenda Caine

Empathy: “the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another”

B2P (business-to-people). P2P (people-to-people). Buyer-centric. Customer-focused. We hear these terms tossed around when in marketing circles, and we know that we need to do a better job of personalizing our content. But how do we actually do that? We do it by seeing the world through our buyers’ eyes, with empathy.

Forrester VP and Principal Analyst Laura Ramos made an excellent presentation at this year’s B2B Marketing Exchange, “Empathy: The Hallmark Of The Customer-Obsessed B2B Marketer.” Based on her Forrester report of the same name, her presentation provided practical, concrete tips to create empathy with our buyers.

One of the insights Laura shared was that much of the content we’re creating isn’t valued by our buyers. In fact, in a 2017 Forrester study, 60% of B2B buyers said “vendors give me too much material” and 54% said “much of it is useless.” The truth of the matter is that most B2B companies aren’t as buyer-focused as they could be—only 12% according to Forrester research.

How do we make our content relevant and valuable? We have to have empathy with our buyers. Laura gave three rules that “customer-obsessed,” empathic marketers follow:

  • Human: They treat customers as they would treat friends.
  • Helpful: They solve customers’ problems.
  • Handy: They are flexible to accommodate changing market conditions.

If we understand our buyers/customers and empathize with them, they respond with trust and loyalty.

What follows is my take on what it means to be human, helpful, and handy.

Human: Think of Your Customers as Your Friends

In your interactions with customers, including through your content, always keep in mind that they are humans and deserve respect. How would you treat them if they were your friends? Would you go out of your way to make them feel valued? This is the attitude we need to cultivate in all our customer interactions, including our content. Write to demonstrate you understand their problems. Be respectful of their time and knowledge.

Helpful: Don’t Tell Them What They Need. Solve Their Problems

Your content needs to follow the buyer through the entire decision-making process. After showing them you understand their problems, help them evaluate their options. Even though you have a solution to sell, keep the discussion balanced. Build trust by not trying to sell them something that may not be right for them. When it comes time to buy, give them all the information they need to feel confident that your solution truly solves their problem. Continue to help them after the sale.

Handy: Create an Agile Marketing Team

Empathic, buyer-centric marketers test their campaigns and revise quickly. They adapt to what their buyers need. If you don’t have specific skills on staff, hire freelancers or an agency to supplement your in-house team. Maybe you need to create more interactive content like personalized videos or podcasts. Or maybe you need outside expertise to blog for you at a major conference. Like the old-time handyman, create a team that can fix any buyer problem.

Develop Powerful Personas

How do we know what our customers want and need? It starts with personas. Although the ultimate goal is one-to-one marketing based on individual buyer behavior, we still need to start by understanding groups of buyers with similar problems.

How do we get the information to build powerful personas?

  • Talk to customers and prospects. Go to conferences where they are and spend time getting to know them as people.
  • Get insights from sales. Your salespeople have built trusted relationships with buyers. Pick your sales reps’ brains.
  • Conduct surveys that ask buyers about their pain points, their evaluation criteria, their obstacles.
  • Engage a professional research firm to conduct personal interviews with people in your target personas. Develop probing, open-ended questions that get at understanding these people as individuals.
  • Work with a content marketing agency that has deep expertise in developing buyer-centric personas. Let the agency do the heavy lifting for you. That’s being handy.
20 Apr 15:30

The Rarely Talked About Benefits of Account-Based Marketing

by David Crane

StartupStockPhotos / Pixabay

Research clearly shows that a well-executed ABM strategy can generate significant lift for B2B marketing efforts. A study from the Altera Group found that 97% of B2B marketers report that ABM drives higher ROI than other marketing activities. By adopting a mindset of “account awareness,” where you target customer accounts as markets of one, your organization will make better use of resources, leading to greater gains in sales pipeline and revenue generation.

The benefits of ABM aren’t limited to just ROI, though.

While measurable return is a definite goal of B2B marketing, demand generation teams who adopt ABM often achieve other benefits. Some benefits are expected while others are quite surprising.

Benefits of Account-Based Marketing

When talking with B2B marketing teams who have adopted a concerted approach to account-based marketing, a few benefits that aren’t strictly related to pure ROI really stand out.

1. Less Wasted Sales Time

It’s no secret to any marketer that your sales team wants to close more deals and with higher-revenue customers. When organizations are early in the adoption cycle of ABM or struggling with sales-marketing alignment, a common complaint from the sales team can be low-quality marketing leads.

In her 2017 Forbes article, Elyse Flynn Meyer had this to say about ABM and marketing/sales efficiency:

ABM structures your marketing efforts on key accounts to drive the most revenue. With such a narrow focus, these initiatives optimize your most valuable resources: time and money. By integrating your sales and marketing efforts, you can focus your marketing team to work directly with sales to target and develop content for these key accounts. That will not only maximize the efficiency of your B2B marketing resources, but it will also help build the communication channel with sales to have an aligned sales and marketing organization.

However, this doesn’t mean you should rely on ABM to repair any disconnect between your sales-and-marketing alignment. It’s quite the opposite. A successful ABM strategy depends on buy-in, support and alignment between all involved teams — marketing, the c-suite, sales and customer success.

The good news is that ABM means your sales team spends a lot less time trying to engage with leads who aren’t qualified, lack a need for your product or don’t have any intent to buy. This, in turn, translates to fewer rejections and a higher conversion rate for each phone call, email and meeting your sales team initiates. And you can be sure, the benefits to sales is returned to marketing in the form of greater feedback and support for your top-funnel engagement efforts.

2. Less Time Spent Processing Leads

Regardless of what kind of B2B marketing strategies and tactics your organization uses, the importance of lead quality is only growing.

ABM tactics to carefully target and engage the right decision-makers at the right accounts naturally reduce the number of bad leads your organization generates, reducing the number of hours each week marketing operations specialists spend manually verifying, deduplicating, scrubbing and formatting lead data for upload to the marketing automation platform (MAP) or CRM.

Integrate’s own analysis of some 3.6 million B2B leads that were processed through its Demand Orchestration Platform over a one-year period revealed 45% qualified as “bad” for one reason or another, including 33% which contained duplicate data, 10% with incorrect form fields, 1% missing form fields and less than 1% contained invalid formatting.

While ABM can offer the benefit of refined targeting, account-based marketers still benefit from technologies used to automate lead data verification and processing. Ensuring your third-party partners are providing leads that contain actionable data and automating the standardization of data for upload can save teams dozens of hours each week.

3. Superior Morale

When your lead generation and sales strategies seem as if you’re throwing spaghetti at a wall to see what sticks, it can easily tank morale. Marketing team members get frustrated over sales’ critical attitudes towards their lead generation efforts. Sales’ enthusiasm is quickly deflated when every lead they follow up on seems unqualified or disinterested, for which they blame marketing’s efforts. Customer success may feel like they’re an island, lacking the support they need from marketing and sales to effectively service customers.

ABM can increase team morale, because it changes the demand generation strategy from less of a numbers game to more of a strategic initiative. With well-defined goals, you’re able to make careful, data-driven decisions. The number of rejections on a daily basis decreases. Perhaps best of all, there’s loads of opportunity for shared, quick wins as your target accounts move through their own, unique buyer journey.

4. Less Customer Churn

If your concept of the funnel ends abruptly the moment a customer account is closed and passed to customer success for onboarding, the full-lifecycle mindset associated with ABM can deliver serious benefits with happier customers and less customer churn.

Within an ABM strategy, marketing works to support sales and customer success in their efforts to provide a personalized experience to targeted customer accounts, regardless of whether they’re in the interest stage of the funnel or already signed. By treating your existing customer accounts as opportunities, teams work together to provide better value and offerings to existing customers.

According to Ari Soffer from LeadSpace, the deep prospect intelligence you get from ABM naturally helps you deliver more personalized service once they’re a customer.

If you’re collecting the intelligence you need for ABM, you should naturally get to know a great deal about your customers and their needs on a very detailed level.

When customers feel like their needs are met and their business is valued, they’re a lot less likely to defect to your competitors.

5. Collaboration & Alignment Aren’t Optional

Marketing teams that think ABM will result in cross-departmental alignment are in for a big shock. ABM doesn’t cause alignment, it requires it.

When your focus is narrowed from markets to accounts, your teams will instantly gain a shared language and understanding of mutual goals. With a clear view of who you’re targeting, there’s little option but to create effective tactics for maximizing the value of each target-account engagement.

Lissa Miller, CEO at iMiller Public Relations, was recently quoted by Forbes, saying that:

Account-based marketing provides for a more targeted and purposeful marketing initiative directly aligned with those of sales. In doing so, both departments keep the other accountable on their specific goals while identifying purpose – driven activities that directly address the unique needs of each account. This is an effective way to ensure that both time and dollars are spent wisely.

With a full-funnel mindset that includes customer retention, marketers are forced to work more closely than ever with sales and customer success on sales, onboarding, retention and referrals.

Marketo claims that, companies are 67% better at closing deals when sales and marketing teams are in sync. They also generate 208% more revenue for their marketing efforts, according to MarketingProfs.

If a marketing team is hoping that ABM will deliver better sales-marketing alignment, they’re in for a shock. Yet, those that rally their sales and customer success colleagues in advance of ABM-program launch, recruiting specific individuals to help create a holistic account-based revenue strategy, will not only find that alignment will improve, but that the benefits of alignment will increase exponentially.

ABM Spells Efficiency & Transparency

For many organizations making the switch to account-based marketing or account-based revenue strategies, efficiency and transparency can be among the two most important benefits. When done right, ABM and ABR ensure marketing and sales resources are focused on the accounts most likely to close and have the highest lifetime value.

Research is clear that ABM is a powerhouse tool for ROI at B2B marketing organizations. However, teams are likely to achieve a lot of other efficiency and transparency-related benefits – including a need for tight sales-marketing alignment and better customer retention – along the way.

New to account-based marketing?The 2nd Edition ABM Program Development Workbook provides the advice, templates and guidance you need to plan and execute a successful account-based marketing program.

20 Apr 15:30

Cold Meetings Don’t Convert to Sales Wins – Or Do They?

by Mike Schultz

It’s one thing to get meetings. It’s another to generate sales wins.

Too many sellers rely too heavily on inbound leads, referrals, and repeat business. However, there often isn’t enough of these to go around to allow you to reach your overall sales target.

If you need to drive your own pipeline, you need cold meetings. Unfortunately, many sellers don’t even believe that cold meetings result in sales.

First off, if you don’t believe cold meetings can convert to sales, you’re right! It’s a self-fulfilling prophecy. For many sellers, it’s their approach to cold meetings that condemns their success.

Leading a sales meeting where you’re the one setting the meeting and driving the demand is different than when the buyer reaches out to you and requires its own approach.

When you set a meeting with a buyer, there isn’t a stated buyer need. The onus is on you to lead the conversation, bring value to the table, and inspire the buyer with your ideas and recommendations.

Cold Meetings Are Different

To handle an inbound lead, your first few questions might be something like “What’s on your mind? What do you want to achieve? What do you want to improve? What’s holding you back now?”

If you start with these in a meeting that you set, it might turn a buyer off.

If you’re like most buyers, you might think, wait a minute you’re the one who asked for this meeting. I’m not about to share my life story with you. Why are you even here? Do you have something to sell me?

While buyer-set sales meetings should start with inquiry, cold sales meetings the seller sets should include a certain amount of advocacy where you give the buyer a sense of how you can help them, who you are, and what you stand for.

In our research, Top Performance in Sales Prospecting, we wanted to know which content and offers most influence buyers to accept a meeting or otherwise connect with a seller. Of the 488 B2B buyers surveyed, here were their top preferences:

  • Primary research data relevant to our business (69 percent)
  • Content 100 percent customized to our specific situation (67 percent)
  • Insight on the use of products or services to solve business problems (66 percent)
  • Best-practice methodology based on the provider’s area of expertise (65 percent)
  • Insight into new and emerging business issues or market trends (63 percent)

When you connect with a buyer and set a meeting based on the premise of best practices, research, or insights, you better be prepared to deliver that during your meeting. That’s not to say the entire meeting should be a full-on dog and pony show. You still need to sprinkle in questions and make it interactive.

At the start of the meeting share an agenda that covers the offer the buyer accepted, then ask, “What would make the next 30-minutes most valuable to you? Is there anything you want to be sure we cover in more detail or is something not here you wanted to discuss?” This sets the tone for a more collaborative, conversational meeting.

Sellers who Convert Cold Meetings Bring Value

In our survey, we also wanted to know if there are any factors that the seller could control, regardless of their offering, that influenced purchase decisions. The answer is yes, to an extraordinary extent.

Factors that influence buyer purchase decision:

  1. Focuses on value they could deliver me (96 percent)
  2. Collaborates with me (93 percent)
  3. Educates me with new ideas and perspectives (92 percent)
  4. Provides valuable insight related to my industry or market (92 percent)
  5. Deepens my understanding of my needs (92 percent)

If you want to convert cold meetings into sales, focus on the value you can deliver to buyers, work with them collaboratively, and bring forward ideas that will make a difference to their business.

This all starts with intriguing and inspiring buyers in your first sales meeting. We found that 71 percent of buyers want to talk to sellers when they are considering new ideas and possibilities.

Yet buyers say that 58 percent of their sales meetings are not valuable.

If you’ve had limited success converting cold meetings to sales, it may not be because cold meetings don’t convert. It may be because your buyers don’t find your meetings valuable.

Want even more sales prospecting tips? Download 5 Sales Prospecting Myths Debunked here.

The post Cold Meetings Don’t Convert to Sales Wins – Or Do They? appeared first on OpenView Labs.

20 Apr 15:30

Are You Committing One of These B2B Marketing Sins?

by Bonnie Harris

geralt / Pixabay

Marketing within the B2B marketplace presents a number of unique challenges and opportunities. A lot of companies within this sector are making some pivotal mistakes when it comes to their marketing campaigns, and these are preventing B2B businesses from aligning marketing to their company needs and maturing their marketing practices. With that being said, read on to discover some of the most common B2B marketing mistakes so you can discover whether your business is guilty of making any of them and what you can do to rectify them…

Not aligning sales and marketing

Sales and marketing need to align if you are to reach your company-wide objectives. One of the biggest mistakes businesses make is by keeping these departments separate. Instead, explore the possibility of having a service level agreement between both the departments so they can work together to master the service provided to customers and prospective customers.

Using black hat SEO techniques

It is surprising how many companies today are still using black hat techniques to try and get to the top of Google’s search result pages. This means using approaches that go against the search engine’s policy and, therefore, trying to cheat your way to the top. This approach may result in quick, short-term results, but the long-term impact can be devastating. You will be penalized by Google and it will be incredibly difficult for you to re-build your ranking. Some common black hat techniques include incorporating white text within your website and keyword stuffing. Instead, you need to build your SEO ranking naturally so that it is sustainable.

Not cleaning up your database

When was the last time you cleaned up your database? If the answer to this question is never or a long time ago, you have found out where you are going wrong. Having a data strategy is a necessity, yet so many businesses fail to do so. You will have no doubt heard that B2B data decays a lot quicker than B2C. In fact, around a quarter of your data will be dead in a year or so. This is why it is pivotal to have a data plan and to clean your data regularly. Start by carrying out an audit, then de dupe, check your preferences and honor them, enrich your dataset, and put together a formal document regarding your data strategy.

Using outdated software that is holding you back

Nowadays, tech is at the core of everything we do, and marketing campaigns are certainly no different. What platform do you use to manage your marketing efforts at the moment? Is it effective? A lot of companies are using outdated systems that are holding them back because they do not enable them to track the results of their marketing efforts effectively. The best thing to do is look for software companies that will build a bespoke platform for you so that you have something that is completely tailored to your needs, your consumer base, and what you require to move your company forward.

Using social media as a billboard

Social media should not be viewed as a billboard, i.e. an in-your-face advertising platform. Instead, you need to view social media as a two-way stream. If you use your Twitter and Facebook to simply broadcast your offers, you are going to put people off. Social media is meant to be social. It is about interacting with industry professionals, clients, and prospective clients. It is about providing a customer service platform. It is about engaging in topics relating to your market, rather than talking directly about what you do. There are some B2B brands that do great on Twitter and Facebook. Check out Oracle and Intel for some inspiration.

Not testing improvements

This is a massive mistake, yet there are so many businesses that are continuously making it. If you make improvements to your marketing strategy or your website in general, you should not make them live without testing them several times. You should use A/B testing to avoid any errors that are going to have a negative impact on your business. It is better for you to spot a problem than someone else.

Thinking that user experience is just for web and dev.

Last but not least, do you think that user experience is only for web and development? If so, it is time to adjust your mindset. UX should be applied to everything you do, from your products to your connections with leads. The key fundamentals to good user experience are: identify the needs of your users, understand your company’s objectives, and then make yourself aware of the technical constraints you face. It is advisable to set up your personas using a customer empathy map so you can fully understand your customers, the hurdles they face, and the buying journey they go on. This is especially vital when you consider the length of the process and sales cycle for B2B marketing when compared with B2C. Your empathy map should contain six components: how your customer feels and thinks, what they see, what they hear, what they say and do, their gain, and their pain. This will help you to provide an incredible user experience.

As you can see, there are a lot of mistakes that businesses are making with their B2B marketing mistakes. If any of the blunders that have been presented sound familiar to you, it is important to put steps in place to rectify these problems as soon as possible. Once you do so, you will notice that your marketing efforts improve drastically and you are able to make significant inroads within your industry.

20 Apr 15:30

Are You Authentic and Transparent? It’s a Leadership Requirement.

by Mark Hunter

What do others say about you?  I’m not saying this as if we’re on an ego trip. I’m saying this because we’re all fed up with fake people.

The number of people who live an alternate life on social media is depressing.  The number of people who walk around saying one thing and doing another is repulsive.  The question is, “Are you authentic and transparent 24/7?”

As leaders, we have an obligation to be authentic.  If we’re not authentic, how do we think we will be able to influence and impact others? Why would anyone value what we have to say if what we say doesn’t match who we are?

The internet, and the level of information and sharing it creates, is making authenticity and transparency even more important.

This isn’t the wild west where if you wanted to hide something all you had to do was ride your horse to a new town and poof, you could start a new life. Those days are long gone.  The past is not in the past. All we have to do is think #MeToo movement.

Approach each day with the goal to live a life of authenticity and transparency, and I think you’ll live a life of less stress and have greater influence and impact with others.

A coach can help you excel in your sales career! Invest in yourself by checking out my coaching program today!

Copyright 2018, Mark Hunter “The Sales Hunter.” Sales Motivation Blog. Mark Hunter is the author of High-Profit Prospecting: Powerful Strategies to Find the Best Leads and Drive Breakthrough Sales Results

19 Apr 16:31

How To Help Your Customer Graduate From Onboarding

by Asra Sarfraz

How To Help Your Customer Graduate From Onboarding

When it comes to onboarding a customer successfully, you need to know when to let the reigns loose and let your customer soar. But when is the right time to do so? Let go too quickly and adoption will plateau.. Let go too late and you’re looking at being a part of never-ending, back and forth emails filled with questions about your product. By the nature of putting plans into place, we tend to focus on dates, but Day 30 isn’t anything magic, it’s when the customer has advanced enough in their journey that they can start standing up on their own. Here are some steps you can take to make sure you’re holding the graduation party at the right time.

It All Begins At… Well, The Beginning.

Take it upon yourself to check in enough times so that your customer is aware that you truly care about how far along they are in their journey. Make sure that regular meetings are happening even if they are only 20 minutes long, in order to discuss any hindrances, benchmarks, and get feedback. Not only does this eliminate the waiting period between emails, it also shows the customer how dedicated you are to their needs. This tip is also an excellent way for teams with several customers to organize their time proactively.

Do they feel autonomous about figuring out the software? Is the workload too heavy? On the contrary, does it feel too easy? Do they have any ideas on how to do things better and more effectively? Having to play guessing games as to whether they are succeeding in their role is a stressful thing to deal with, so let there be no question or doubt about this. Make a checklist! Introduce and refine that standard checklist during your initial kick-off call with your customer.

Come up with questions that will reveal to you the extent of their knowledge, so that you know where to begin and how to avoid bogging them down with things they were previously aware of. Present your plan during your kick-off and give them a detailed report that the customer can refer to. A fresh pair of eyes can bring really innovative ideas to the table, so encourage them to make any suggestions or share any ideas that they have towards reaching graduation point.

If It’s Not a Piece of Cake, It’s Not.

Take it one step further and be honest with your customer. If your software is high-touch and there a many steps involved in getting them to graduation, let them know. Honesty is key, do not make it sound like a piece of cake if it’s not. All too often, we see customers who think purchasing a SaaS will solve everything – newsflash, it doesn’t – aligning their people, tools, and processes takes hard work. Engage with your customers to build an honest connection where you can confidentially discuss expectations. Often times, customers don’t want to appear as though they cannot handle the complexity of a product and nod off in agreement to everything, worried that admitting issues will reflect negatively on their own performance. If a customer is not on track to graduate, be honest about it and take action to get them back on track.

If issues are not addressed during onboarding, they will surface later. The point of onboarding is to teach customers to be self-sufficient and successful on their own – that’s why we call it a graduation. This leads to a higher churn rate because the software gets shelved, out of fear and frustration. Do not assume that they know, always ask – better to be safe than sorry. If your customer provides a timeline to the project that they’re working on, even better!. Workaround their schedule and goals to get the project completed on time.

Check. The. Facts.

The best method to employ is to focus your onboarding methods on key metrics that are important or relevant to your company. While simultaneously tracking and monitoring the other ones. Depending on your service, these may range from visit frequency, length of usage, recurring value, and lifetime value. Types of metrics such as a number of users doing a particular activity that is early in their journey give you insight on when they’re ready to move on because if they haven’t passed the first pylon on their own, they’re not going to get to the second pylon.

Take Away

You cannot expect a seedling to grow overnight, nor can you expect a peach seed to bloom into an apple tree. In order to confidently send your customer off on the remainder of their journey, you need to make sure you’re providing the right conditions. You want to keep an eye on them till they get to their first pylon in their journey and once they get there, let them start standing up on their own.

19 Apr 16:31

The New LinkedIn Feature You Must See to Believe

by John Nemo

This new LinkedIn feature is either a bold nod to the future of online messaging or a big step backward for the world’s largest “professional” network.

As the world’s largest platform for “professionals,” LinkedIn recently made a curious move.

“For the next generation of professionals, visual communication using GIFs and emojis is second nature and a universal language,” Linkedin recently shared on its blog. “To make it easier for you to communicate on LinkedIn, we’ve teamed up with Tenor to integrate GIFs directly into Messaging. Now you can quickly search for GIFs straight within messaging and send on the spot.”

Yes, you read that right – LinkedIn Messaging now features GIFs, which are normally found on Facebook memes, teenagers text messaging or other “non-professional” forms of communication.

At the same time …

“Seven in 10 Americans use GIFs and other visuals like emojis in their [online] conversations, and this trend has moved to the way people people communicate at work as well,” LinkedIn noted on its blog.

LinkedIn Messaging = Lead Generation

Regardless of whether or not you like GIFs, you have to like how LinkedIn keeps enhancing it’s 1-on-1 messaging features.

From real-time conversations that flow back-and-forth like text messages, to “smart” suggested replies and emojis, LinkedIn is aiming to replicate real-life conversations via its messaging platform.

And, if you’re using LinkedIn for lead generation, nothing is more effective than personalized, 1-on-1 interactions with your ideal clients and customers on the platform.

For LinkedIn, adding GIFs is yet another nod toward how people (especially younger professionals) communicate online today.

So if you don’t already have access, you’ll soon see a “GIF” button in your LinkedIn messaging area, and clicking it allows you to instantly insert GIFs into your messages.

Here’s a GIF (naturally!) from LinkedIn on how the feature works inside its messaging area:

GIFs – Good (or Bad) for Business?

As someone who has long deployed GIFs in my marketing emails and blog posts, I’d already been utilizing them inside LinkedIn messages as regular photo attachments.

And while I love using GIFs to bring an unexpected touch of humor into a conversation, they can definitely be a double-edged sword.

Many older professionals in particular think GIFs are childish or unprofessional, and that’s where you could see LinkedIn suffer some backlash from users as a result.

Also, you run the risk of someone misreading or misinterpreting a GIF you include in a message and having your attempt at humor backfire on you with a potential client or customer.

The Real Lesson = Make Your Messages Less Mundane

Regardless of whether you decide to utilize GIFs on LinkedIn, the principle behind them is critical to understand if you want to ensure more engagement with your LinkedIn messages.

“There’s truth in the cliché, ‘Just be yourself.’ Showing your humanness when you [communicate] is a great way to stand out,” writes Nancy Duarte in her book Resonate. “It’s a quality that’s totally lacking in most presentations today – even though the entire audience consists of humans! What people are really looking for when they sit down [to communicate] is some kind of human connection.”

With their instant visual and emotional impact, GIFs are a great way to make your LinkedIn messages much more memorable. They also capture someone’s attention thanks to the repetitive motion of the images.

“The key to getting and holding attention is having something new happen continually,” Duarte writes. “People feel compelled to watch visual events carefully because of our natural fight or flight instinct. Changes in media … creates variety for the audience and holds their interest.”

Be Yourself!

Whether or not you want to utilize GIFs in your LinkedIn lead generation strategy, it is critical that you insert some of your own unique personality and communication style into your messages on the platform.

You’ll also want to make sure your messages create engagement, ask permission and deliver value to your prospects and customers as well.

(Note: Here are some of my best 1-on-1 messaging templates for LinkedIn.)

If you utilize that approach, along with showcasing your personality and sense of humor in your 1-on-1 messages, you’ll see way more engagement (and new business!) as a result.

19 Apr 16:31

The Buyer-Based Blueprint for Increasing Your Sales

by Guest Blog Post

Editor's note: This post originally appeared on WebWire on April 13, 2018. 

In the Age of the Customer, sales effectiveness depends mightily on the buyer experience. Despite near-universal agreement on the need for creating value in every step of the buyer’s journey, sellers continue to struggle with how to create that value.

19 Apr 15:30

How to Get People to Accept a Tough Decision

by David Maxfield
apr18_18_563008627
Colormos/Getty Images

Imagine this: You’re a general manager for a manufacturing company and orders are up. You know you should be celebrating, but instead, you feel gut punched. Your plants are facing severe capacity and material constraints and you know you can’t fill these orders. Now you have to decide which ones to fill, which to delay, and which to turn away.

Your decision will favor winners and losers: desperate customers, angry sales reps, and frustrated factory employees. And, if you don’t get it right, your reputation with all of these stakeholders will take a serious hit.

Here’s another tough decision scenario: You were just told that you’ve been laid off. It’s not entirely surprising since your company — and the community you live in — has been struggling. Do you stay in your depressed community where your kids go to school? Or do you move to another state where jobs are more plentiful?

This decision is full of bad options and a good dose of uncertainty. If you move, you’ll incur expenses and may even lose any unemployment benefits you’re receiving. If you stay, you’ll be in the same boat as your neighbor who has been out of a job for two years.

Every leader has to make tough decisions that have consequences for their organizations, their reputation, and their career. The first step to making these decisions is understanding what makes them so hard. Alexander George, who studied presidential decision-making, pointed to two features:

  • Uncertainty: Presidents never have the time or resources to fully understand all of the implications their decisions will have.
  • “Value Complexity”: This is George’s term to explain that even the “best” decisions will harm some people and undermine values leaders would prefer to support.

The decisions that senior leaders, middle managers, frontline employees, and parents have to make often have the same features. Uncertainty and value complexity cause us to dither, delay, and defer, when we need to act.

What steps can leaders take to deal with these factors when making decisions?

Overcoming Uncertainty

Our initial reactions to uncertainty often get us deeper into trouble. Watch out for the following four pitfalls.

  • Avoidance. It often feels like problems sneak up on us when, in reality, we’ve failed to recognize the emerging issue. Instead of dealing with problems when they begin to simmer, we avoid them — and even dismiss them — until they are at a full boil. For example, perhaps your plants have been running at near capacity for a while and there have been occasional hiccups in your supply chain. Instead of addressing these issues, you accept them as normal. Then, “suddenly,” you’re unable to fill orders.
  • Fixation. When a problem presents itself, adrenaline floods our body and we often fixate on the immediate threat. In this fight or flight mode, we’re not able to think strategically. But focusing exclusively on the obvious short-term threat often means you miss the broader context and longer-term ramifications.
  • Over-simplification. The fight-or-flight instinct also causes us to oversimplify the situation. We divide the world into “friends” and “foes” and see our options as “win” or “lose” or “option A” or “option B.” Making a successful decision often requires transcending simplifications and discovering new ways to solve the problem.
  • Isolation. At first, we may think that, if we contain the problem, it’ll be easier to solve. For example, it may feel safer to hide the problem from your boss, peers, and customers while you figure out what to do. But as a result, you may wait too long before sounding the alarm. And, by then, you’re in too deep.

To avoid these pitfalls — or to get out of them once you’ve fallen into them — it’s best to take incremental steps forward without committing to a decision too quickly. Below are five things you can do to reduce uncertainty as you evaluate your options.

  • Assess the situation. First, fairly consider and add up the risks of not acting. Seeing these costs will push you out of avoidance. Second, consider the pluses and minuses of your options. Walk through different scenarios to uncover hidden risks and discover new options. For example, if you’ve lost your job, then not acting carries unacceptable risks. Moving to a high-employment area might make sense, but it comes with costs. Make lists of the costs and benefits of moving and not moving.
  • Don’t get stuck. Challenge any either/or assumptions you’ve made. Ask, “Can we do both?” and “What other options are available?” For example, can you focus your job search on a high-employment region without actually moving until you find a job? If you do find a job elsewhere, would it be possible to work remotely?
  • Add others’ perspectives. Grab a lifeline. Don’t stew alone about the choices in front of you. Instead, talk to people you trust about the decision and your assessment. Chances are that, if you expand your circle, you’ll expand your options.
  • Try a test run. Find a low-risk, small-scale way to test your options. For example, if you can’t fill all customers’ orders, can you test having a few sales reps call select customers to delay orders and see what the response is? Can you outsource a few critical orders to another manufacturer? Use these tests to reassess the costs and benefits of your different options.
  • Take a step. Break a complex decision into simple steps. Determine the very next step you need to take and then take it. For example, the next step is not: “Move to Omaha.” Instead, it might be: “Call three recruiting firms in Omaha.”

Overcoming Value Complexity

When you know that your decision is going to negatively impact others — say hurt loyal customers or punish well-intentioned sales reps — watch out for the following missteps.

  • Don’t downplay the damage. When you have to make tradeoffs, it’s tempting to ignore or underestimate the damage. While this may make you feel better about your decision, it usually adds insult to injury for the person on the receiving end. For example, if you decide to move, which means pulling your daughter out of her senior year in high school, it’s important to recognize the sacrifice she will make, not minimize it by trying to convince her it won’t be so bad.
  • Avoid dehumanizing labels. It’s also easy to view your decision as picking winners and losers and then to disparage the “losers.” For example, if you decide to fulfill certain customers’ orders and delay others, you might try to make yourself feel better by saying that those who are getting delayed orders aren’t valued customer anyway because they don’t always pay on time or they order less. This may make it easier to stomach the harm you’ve caused but it compromises your values. Instead, recognize and honor the stakeholders who must bear the brunt of your decision.

You and Your Team Series

Decision Making

  • How to Beat Procrastination
    • Caroline Webb
    You Can Deliver Bad News to Your Team Without Crushing Them
    • Michelle Gielan
    What to Do When You’ve Made a Bad Decision
    • Dorie Clark

    When a decision will result in unwanted harm or force you to compromise your values, use the following approaches to reduce the damage.

    • Make your intention clear. Be as clear as possible about your intention. Explain that you are in a bad situation where any decision you make will harm someone. You don’t wish negative consequences on anyone, but it’s impossible to avoid.
    • Mitigate or compensate for the harm. Find ways to make the harmed people whole again. Give them preferential treatment in the future to restore a sense of fairness, or give them opportunities to make up for what they have lost. For example, if some of your salespeople will lose the commissions from the sales you need to cancel, still allow those cancelled sales to count toward their bonus.
    • Minimize the maximum harm. Humans tend to catastrophize and, when presented with bad news, imagine and obsess over whatever those worst-case possibilities might be. If you can anticipate these worst-case scenarios, and take them off the table — honestly guarantee they will never happen — you can help to quell fears.
    • Recognize sacrifices. When your decisions result in harm for some, frame the harm as a sacrifice they’re making for the greater good. Their willingness to “take one for the team” should count in their favor. Do your best to turn them into heroes.

    Decisions — whether they’re about your business or your career — are often complex, and given the rate of change in the world, are getting more so. However, if you explicitly recognize the role that uncertainty and value complexity play in making these decisions difficult, you can take steps to ensure you’re making the best choices with the information you have — and you can help those affected by your decisions better accept the consequences.

19 Apr 15:19

Content Marketing Done Right: How to Turn Content Into Cash

by Dave Orecchio

The popularity of content marketing has grown exponentially over the past several years. Businesses of all sizes and in all industries have begun to realize the benefits of creating value for prospects that makes them more willing to engage and more susceptible to becoming customers.

Unfortunately, many companies take an unstructured approach to creating and marketing their content online. In fact, according to a recent study by Smart Insights, half of all digital marketers do not have a content strategy, preferring instead to simply guess which topics the reader may be interested in.

Filled with enthusiasm at the outset, these eager marketers brainstorm ideas and create a bounty of content designed to attract prospects and convince them to open a dialog with the company’s sales team. Once the content is complete and published, the newly-minted content marketers sit back and wait for the world to come pounding on their door. Sadly, reality rarely lives up to expectations and the highly-anticipated organic traffic never builds and crests into lucrative sales.

content marketing done right

What’s missing is a strategy and a structured effort to create, disseminate, and promote all that valuable content. An effective solution begins with a comprehensive analysis of what motivates the target audience – what information do they want and what “pains” are they trying to cure? Content marketers can then address their ideal sales prospects with clusters of content developed around their target audience analysis results producing one content cluster for each overarching topic.

A central piece of content, such as an eBook or Executive Guide, forms the foundation of your content strategy and should be broken out into smaller, more specific content pieces such as blog posts, emails, video clips, and social media posts. Each one contains at least one link back to the central piece.

Prospects want information, not a sales pitch.

For some marketers, old habits die hard and they make the mistake of creating content that is not much more than a thinly-veiled sales pitch. What they may not realize is that up to 80 percent of organic search is informational. In other words, searchers are looking for expert advice to help with a specific problem or question. The best way, then, to attract eyeballs is to align your marketing and sales efforts and provide solid, reliable information that answers potential customers’ questions at the various stages of the sales process.

That doesn’t mean your content has to read like a technical paper. In fact, prospects will hang around your website longer and take more time to read your content if you make it easy to read and even inject a little humor into it. Remember, you’re trying to educate and entertain your target audience so they download and share more of your content more often.

Creating content that connects

New Search Engine Optimization (SEO) methodologies favor content created in “topic clusters” around a central, long-form, premium content piece known as a “pillar” page because it supports the entire content campaign. The comprehensive pillar piece is broken down into subtopics addressed in shorter pieces such as blog posts, each of which contains at least one link back to the pillar page. Collectively they act as a net to snare a wide range of prospects searching specifically for those various subtopics. The strategy behind this structure is to create valuable blog posts that rank highly in search and then apply rank value to the pillar page across several pages.

So how do you determine what subtopics to write about? Identify the top reasons why customers buy your products or services and then determine several subtopics based on the challenges customers face for which they found your offerings a good solution. For example, if speed is a main reason why someone buys your product, a potential subtopic in your cluster might be “5 Reasons Why Speed Holds the Key to Success.”

Marketing and Sales: the difference is key for your content

Marketing and sales teams are often divided by a chasm of cross purposes. In many organizations, marketing gets accused of creating campaigns that are ineffective at delivering qualified leads, while sales gets accused of being unable to close all the “quality” leads marketing delivers.

Content marketing, and the strategies that make it work, gives you an opportunity to get everyone on the same page. The key is knowing the difference between creating content to help marketing attract qualified leads and content that can help sales turn prospects into customers.

Let’s take a closer look what the difference between the two:

Marketing content should be designed to initially attract prospects at the beginning of their search for a solution to their specific challenge (see the section above about topic clusters). This might be as basic as brand awareness pieces to create better visibility in the marketplace for your company and its offerings. This content must then be leveraged in every channel your ideal prospects utilize to ensure you reach them effectively and efficiently. It can be various social platforms such as Facebook, LinkedIn, Twitter, Instagram, Pinterest and others. It might be organic search or old-school email marketing. Whatever channels you use, the content you put on them must create the kind of favorable awareness you need to make the short list for prospects’ consideration.

Sales content should engage the prospect once they enter the sales funnel. That means the content needs to provide progressively focused information that answers increasingly specific questions posed by prospects at each step of the sales journey.

Topics that have been developed for short-form blog posts and other messaging tools created in your topic clusters should be repurposed as shareable items in a sales content library enabled for outreach by sales. As they engage in dialog with prospects they should have a tool chest from which to grab the right tool at the right sales stage. Having this content available helps improve sales rep productivity — delivering valuable information to the prospect with each outreach attempt while building brand value in the eyes of the potential customer.

Great Content: The value it creates for your business

Modern marketing and sales requires a significant investment in creating high-quality content, sharing it digitally, and engaging prospects and visitors in ways they prefer. But quality content offers even more value – it’s also an investment in positive brand-building. Improved organic ranking of content on your website keeps a fresh flow of new visitors to your site and contacts for your marketing pipeline.

Content refactored for sales increases sales productivity, helps your team close new deals and increases revenue growth. We have entered into a new era of digital business which continues to disrupt traditional brick-and-mortar marketplaces. The strategy for success is to be laser-focused on digital engagement with prospects and leveraging your content marketing investment everywhere.

Image Copyright: 123RF Stock Photo

19 Apr 15:19

10 Tips for Building a Strong Sales Pipeline

by Laura Hall

Technology has evolved, but has your approach to your sales pipeline? This list of 10 Tips for Building a Strong Sales Pipeline includes modern approaches and shows you how to apply technology to update a few classics that never go out of style.10 Tips for Building a Strong Sales PipelineNo matter your organization’s size or industry, the need for a robust pipeline is something every salesperson has in common. Sadly, most leads aren’t ready to close right away. That means building and maintaining a pipeline is vital. Nothing is worse than closing a string of deals… only to realize you’ve neglected the top of the funnel and there’s nothing left in the pipeline.

These 10 Tips for Building a Strong Sales Pipeline will help jump-start the top of the funnel and be more effective as you work your way to the close.


1. Use LinkedIn for prospecting

LinkedIn has implemented a ton of changes recently that make it usable for more than just a job search. It’s become an excellent resource for networking and research. Use the ability to efficiently identify prospects by company, location, or industry to your advantage. According to LinkedIn, salespeople focused on new business who exceed quota perform 52% more people searches each month.

2. Look a level deeper when identifying decision makers

Once you identify your “in,” don’t be afraid to stalk explore the person’s profile for mutual connections, common universities, discussions they’ve participated in. These are all great conversation starters. At SalesLoft, we’ve made reaching out to your prospects even easier with our LinkedIn integration. We help you find mutual connections and provide timely insights about when your connections change companies or roles.

3. Ask for referrals

Don’t be afraid to ask for referrals from personal and professional networks. Finding a common acquaintance is the quickest way to turn a cold call into a warm call. Seeing an acquaintance’s name on an email will improve that first open rate dramatically! In fact, referral leads convert 30% better than leads from other channels, and they have a 16% higher lifetime value (Hubspot).

10 Tips for Building a Strong Sales Pipeline: don't be afraid to ask for referrals!4. Slow your roll

Take time to have discovery calls with people within prospect organizations. Don’t try to pitch them – use the steps to the top as a way to learn. Take that intel, and use it to A) figure out the best way to address a pain point and B) get past the final gatekeeper.  By the time you get to the decision maker, you must know enough to give them insights into their own business.  With 77% of buyers saying that they won’t engage with a salesperson if they don’t do the homework giving them knowledge into their business, it’s practically an expectation (LinkedIn State of Sales Report, 2017).

5. Use the Google machine

If you search: “CEO of SalesLoft,” I guarantee you’ll come up with lots of information from interviews, articles, personal blogs, YouTube videos, Twitter handles, and more. It’s all fair game! Use this to learn what makes your prospect “tick.”

Pro tip: You’ll probably also get a corporate website in the search returns. You’d be surprised by the information that is in plain view on that About page. Even if you can’t find an email, you’ll likely find the naming scheme.

6. Build your personal brand

The internet makes it incredibly easy to get your name out there. Make sure you’re representing yourself in the best possible light. Google yourself and see what comes up. On social media, be sure to include a professional headshot in your social profiles, craft a well-written description of your role, share insightful content, and engage with your peers and prospects in a way that adds value to the discussion.

7. Be a thought leader

According to research from Bambu, 92% of B2B buyers use social media platforms specifically to engage with thought leaders in their industry. Start writing short articles to share on blogs or social media. Participate in discussion boards. If you position yourself as a reliable source of knowledge (read: not a pushy salesperson), people will pay attention and remember your name when they are looking for solutions.10 Tips for Building a Strong Sales Pipeline: be a thought leader!

8. Write solid sales emails

Email open rates were as high as 85% to 95% in the early days of email. According to MailChimp, today it’s just above 20%. Improve your open rate by grabbing attention early. Here are a few ideas:

  • Try using a social proof in the subject line: “50,000 CMOs are improving their open rates with…”
  • Use a creative, personalized subject line. If you share an alma mater, you might write the following: “128 Days Until Yellow Jacket Football”
  • Keep it concise, conversational, and get to the point (see #9 below)

9. Make it easy to reply

Many leaders save time in their day with efficient emails. They typically responded with few words. Did anyone else read this Buzzfeed article on Mark Cuban’s notoriously terse email replies? He is known for responding right away, often with just one word. Make it even easier for leaders to do this by giving them options. What could be easier than only needing to reply with 1, 2, or 3?  Here’s an example:

Would you like to learn more about how to save time in your day with my insanely cool technology?

  1. Yes
  2. No
  3. Try me in 2 weeks

10. Be a consultant

Know your customers better than your competitors do. If your target feels you genuinely understand them and their needs and you can put forward a solution that reflects that, they’ll choose you over the competition… possibly even at a higher price point. Research backs this up. Nearly 64% of B2B buyers report that they appreciate hearing from a salesperson who provides knowledge or insight about their business. Use the research techniques above in combination with your initial conversations to create a better buyer experience and move prospects down the funnel.


Now that you have these new ideas, make sure you’re delivering the right message at the right time. At each stage of the buying process, your prospect has needs and wants. Beyond the content itself, consider frequency and method of contact. Creating a cadence with defined stages allows teams to almost effortlessly keep track of pipeline stages. Work smarter, not harder. In the end, it provides a better experience for your buyer (and you!).

For a real-world example, check out our case study exploring how an enterprise media company optimized cadences to achieve a 5x improvement in new business acquisition.

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