Ways to use Marketing to Improve Customer Experience & Customer Journey

http://www.interaction-design.org

The Customer Experience and Customer Journey is being disrupted by technology. The technology comes in the form of social channels such as the internet, mobile, social media, publishing platforms, audio books and video on demand. All of these channels have the effect of giving consumers instant access to information about products and services. Mobile is becoming the biggest channel with 6.2 Billion Devices projected globally by 2020 According to Ericsson’s Annual Mobility report.

The way customers request information is changing. They may approach Sales, Marketing and Customer Service or an independent source for information and help choosing a product.

Competition in every product and service category has never been higher. This marks a significant shift from the days of Mad Men where brands controlled information and the conversation. This marketing shift is known as information marketing through content or simply content marketing. As a result, Marketers and brands have to become the educators or teachers of consumers. To become the educators of consumers, brands have to become the industry resource to consumers; showing how their products can solve problems and improve the lives of consumers.

Content Marketing needs to be used in Sales, Marketing and Customer Service because customers expect a consistent experience through out their journey.

2017 State of Marketing Report Key Findings

The 2017 Salesforce State of Marketing report focuses on four emerging trends:

  • Marketing is undergoing an AI revolution. The marketers surveyed anticipate their AI use will grow more than 50 percent over the next two years, helping them deliver more targeted campaigns, smarter personalization and higher ROI.
  • Marketers realize the importance of delivering customer journeys, but are having a hard time breaking down silos between sales, service and marketing, and bringing customer data together to deliver on this vision.
  • Marketers are making significant organizational changes, within their own departments and in how they collaborate with others, such as sales and customer service.
  • Over the next two years, marketers expect to see unprecedented growth in their marketing technology usage.

“According to a recent research study by Forrester, 71 percent of consumers begin their journeys by using a search engine to discover new products and services (initiation), and 74 percent reported using a search engine for consideration and purchasing (research, comparison, transaction).”

https://searchengineland.com/value-search-across-modern-consumer-decision-journey-270021

Once brands convert prospects into customers, they still need to focus on and support customers post sale. Here is where Content Marketing can help. Brands can use Content Marketing for customer retention, cross-selling and up-selling. To take advantage of this, brands need to involve their Marketing, Sales and Customer service teams in their Content Marketing strategy.

Sales Teams

Sales teams can provide a lot of information about customers, product concerns or issues and objections they face. They are front line soldiers that have a direct line to customer intelligence.

Including the Sales Team in your content marketing strategy

Meet with the sales team and encourage them to compile a list of customer complaints, objections and questions about products that they face. Ask the team to create materials that address these concern that customers can access. This could take form of blog posts, Power-points FAQ’s, product demonstrations and tutorials.

If the sales team feels uncomfortable creating content, they could be interviewed by the marketing department. The marketing department could take content /basic materials, emails from the sales team and polish it up into visually appealing content that customers can access.

Customer Service

Similar to the sales team, your customer service teams are front line soldiers to help customers with issues they face at call centers or through social media. Ask them to write down complaints they get from customers with the answers. These complaints of FAQ’s could be put up on a web site via a PowerPoint presentation, blog etc… If this is not possible for the team, interview them, collect basic materials, emails, notes and create the content yourself.

Customer Retention

Sales and Customer service team are an important part to using a Content Marketing Strategy for customer retention. The more products a customer uses from a brand, the less likely they will switch to a competitor. Remember it costs more to obtain new customers that it does to keep existing ones.

Cross-Selling & Up-Selling

Sales and Customer service teams can also help with cross and up-selling by sharing promotion and new offerings with customers. The Sales and customer service functions of brands are essential to creating a great experience for customers.

Marketing Automation and AI

Salesforce is rolling out a Customer Success cloud where Sales, Marketing and Customer Success can track the Customer Journey across the organization. Each function of the organization can create tasks for the other to make sure the customer does not fall through the cracks. I saw a demonstration at Salesforce World Tour.

This is how brands can integrate sales and customer service teams into their Content Marketing and automation strategy. How are you using content from sales and customer service teams to help your brand retain customers? What are the goals of your brands content marketing efforts?

Feel free to comment and share.

Additional Resources

https://www.salesforce.com/blog/2017/06/fourth-annual-state-of-marketing-report.html

Salesforce 2017 State of Marketing overview

About the Author

Dan is passionate about using Marketing to help businesses drive sales. He has worked on various marketing assignments that include Start Ups, Political Campaign and a Digital Marketing Conference.

Prior to Teaching, Dan served customers as an Outside Sales & Marketing Representative in the Dental industry. In this role, he taught and trained Dentists on the company’s products and services using a consultative selling approach. He also supported the company’s marketing efforts at industry trade shows & in the field through lead generation of Digital Technology along with large Dental Equipment.

He writes and publishes a business blog on the topics of Sales, Marketing and Social Media entitled Sales, Marketing & Social Media Today.

Dan is seeking a full-time marketing role. He is interested in roles in Direct, Digital, Content and Social Media Marketing. If your company is hiring for roles in these areas, contact him directly via a free LinkedIn Message or email him at Dan@DanGalante.com to set up interviews.

 

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2018 Marketing Job Search & Networking

http://gettinghiredweb.s3.amazonaws.com/Community/Blog

http://gettinghiredweb.s3.amazonaws.com/Community/Blog

Dear WordPress Followers:

Happy Holidays and thank you for your support.

Are you hiring for roles in Inbound Marketing, Digital Marketing, Product Marketing, Content Marketing, Customer Marketing, Social Media Marketing, Lead Gen, Demand Gen, Retention Marketing, Sales Enablement, Talent Branding and Employer Branding?

My combined experience in Sales, Marketing, Social Media, helping Customers and Classroom Teaching makes me a top Marketing hire.

Hiring?

Contact me via LinkedIn or E-Mail to set up interviews.

If you are not hiring, share this with people who are hiring.

See how I’ll improve your Sales, Revenue and Organization using Marketing.

Thanks,

Dan

Dan@dangalante.com

Website http://www.dangalante.com

Blog http://www.dangalante.me/

LinkedIn https://lnkd.in/axcFbC

SlideShare https://lnkd.in/gQsFf3

Twitter https://lnkd.in/VAcvXh

InboundCertified by HubSpot

Dan

Email Dan@dangalante.com

Ways to use Direct Mail Marketing for Lead Gen & Demand Gen

Today we receive a lot of mail. Most of the time, a majority of the mail that I receive is a solicitation and/or junk mail. People are very busy; as a result they will skim their mail very quickly. They have to think that your message is compelling and relevant to them within the first 30 seconds. Otherwise, your mail will get tossed in the trash.

To make sure you get your mailing opened, you have to make sure that you are directing your message to the decision maker. The decision maker will be different depending on your product. It is important that your recipient see’s your message as valuable. In your mailing, I would ask catching questions in terms of the person you are trying to market to. For example, I would ask questions such as: Are you happy with your company’s current sales and marketing results?, Are you satisfied with your company’s standing in the marketplace?, Do you want to know how you can produce more?, If you lost ______ what would you do?, Do you have a backup plan in place if this happens?

The insurance industry does this when they want to sell insurance policies. You have to customize the message for your product or service. This message will get the decision maker thinking because everyone wants to produce more. In other words, you need a message that drives people to act.

Another thing that you could do is to offer a free trial of your work. You could also offer a discount to new customers. For example, you could offer a free consultation. Also, if you are sending the mailing to existing customers, I would offer them rewards for referrals. Make sure to provide a direct response card with paid postage for them to mail back.

Besides the copy and content of the message, it is important to make your mailing visually appealing to your prospect. The copy should be clean, neat and easy to read. Use colors and images that are visually appealing in your message. Make sure that prospects are aware of your presence on social media sites by including badges with link addresses.

Make sure that your business address, phone number and website are included in each piece of the mailing. This is a good precaution to take in case any piece of your mailing gets lost.

4 Questions to Ask Before Your Next Email Campaign

Many people ask, what is the best day and time to execute an email campaign?

Instead of trying to get the best day and time to execute an email marketing campaign, I would instead focus on developing compelling content that includes visuals.

Before starting you should be able to answer the following questions when creating the content for your email campaign:

1) What message do I want to send?

2) What action do I want my customers and prospects to take?

3) Is the content of my message relevant to my customers?

4) Will customers see the email campaign as a value message or just another solicitation?

For example, I write a blog on the topics of sales, marketing and social media. My readers can choose to follow me through my RSS feed, through email, WordPress,TumblrLinkedIn, and Facebook. I use my blog to do my email marketing. As you can see my blog is seen by those whore receive it through email and the other ways I mentioned as a value message. In fact, when you enter your email address to subscribe to my blog, you will receive a confirmation email. This is known as an opt-in.

It is important to note that when building an email list that you get the recipients consent through an opt-in. If you are building a list from your website you can use services such as Constant Contact. When executing an email campaign, make sure to protect the privacy your customers by blind copying them. When the customer receives the email, it should say sent to undisclosed recipients.

http://cloudontapsc.com

To answer the original question, I would say that any day and time is a great day to engage consumers through email marketing; especially in today’s digital world. Consumers are on different schedules and have different needs so it is hard to predict which day would be best to send out emails. If you wanted to obtain concrete data on which day would be best to email consumers. You would need to develop and implement a survey that asks consumers what day they opened and received your messages.

Services such as SurveyMonkey can be used to create the surveys. I use a widget on my site to obtain feedback on what content people want to see from me. This information could then be compared with the customer’s date of purchase to see how long it took them act on your message. (The sales cycle)

If at first you get a low response rate to your survey, you may need to offer an incentive like a gift card for each completed survey or a chance to win a gift card in a drawing; this would be dependent on your budget.

3 Questions to ask before Launching a Marketing Campaign

Content Marketing Institute & MarketingProfs

Launching a content marketing and digital marketing campaign is a big investment of time and resources. Before launching a campaign there are a lot of things to consider. Here are three questions that digital and content marketers should be able to answer before launching a campaign.

According to Research conducted by the Content Marketing Institute and MarketingProfs fewer than 33% of B2B Marketers who use these tactics seen in the infographic said these tactics will be successful to their Overall Content Marketing success.

Before jumping in it is important to study what type of Marketing works in your industry. The one size fits all Marketing Campaigns of the past are over. Below are three questions to ask before starting a Marketing campaign.

1.What are the best ways to market to my industry?

The best ways to market to your industry is through offerings such as whitepapers, industry events, Social Media/Content Marketing and through direct selling. As there is no single best way, all of these methods need to be integrated together and function as a synergy. The Sales and Marketing functions need to be aligned and support one other in order for any marketing effort to be successful.

Becoming a part of your industry community is one of the best ways to market to them. This can be achieved by becoming a trusted advisor. Earning the trust of the community can be achieved by demonstrating your value and becoming a resource they the turn to all of the time not just when they have a need. Understanding the pain points of this group is critical to creating and implementing the best solutions to solve their problems.

2. How you would repurpose/rewrite/market to increase readership?

In order to increase readership, I would create accounts on other social networks such as Twitter, Facebook, Google+, YouTube and Slideshare. Before content can be repurposed, you need to establish channels to share the content beyond a blog and LinkedIn in order for it to reach a broader audience.

Rewriting/Repurposing

The first thing I would do is to change the title in the form of a question. This way it invites the audience to weigh in. I would also ask a question at the end of the article.

A great call to action would be: feel free to comment, or asking a question of the reader at the end of the post. By having a call to action to comment, readers are more likely to start a discussion and share the content. It is important to talk with your audience and not at them.

Another, thing that I would add is an about the author section at the bottom of each post. This is another great way to showcase the author’s expertise and incorporate a call to action such as see how we can help or click here to sign up for a free demo.

Repurposing Formats

The contents of the article can be put into different formats such as a PowerPoint, a YouTube video all of which can be uploaded to Slideshare. The article can be published to LinkedIn’s publishing platform as well. The article can also be written and have presentations and videos embedded in the article itself. There are endless ways to repurpose content.

3. Imagine you could speak to a current customer. What would you want to ask them? How would you use their responses to market my product?

I would want to ask current customers the following questions:

1.Why did you chose my product?

2.What do you like about the product?

3.What do you dislike about the product?

4.Is it easy to use?

5.How long did it take to put the product to work?

6.Would you be willing to provide a testimonial in writing, on video about how the product helped your business, speak at an event?

(Questions may differ based on the user’s answers.)

I would take the information from questions to 1-5 and discuss them with the product manager and engineer to see how the product could be made better. Testimonials obtained would be uploaded to the website and integrated into product literature.

What questions are you asking before starting a Marketing Campaign?

About the Author

Dan is passionate about using Marketing to help businesses drive sales. He has worked on various marketing assignments that include Start Ups, Political Campaign and a Digital Marketing Conference.

Prior to Teaching, Dan served customers as an Outside Sales & Marketing Representative in the Dental industry. In this role, he taught and trained Dentists on the company’s products and services using a consultative selling approach. He also supported the company’s marketing efforts at industry trade shows & in the field through lead generation of Digital Technology along with large Dental Equipment.

He writes and publishes a business blog on the topics of Sales, Marketing and Social Media entitled Sales, Marketing & Social Media Today.

Dan is seeking a full-time marketing role in New York City. He is interested in roles in Direct, Digital, Content and Social Media Marketing. If your company is hiring for roles in these areas, contact him directly via a free LinkedIn Message or email him at Dan@DanGalante.com to set up interviews.

Growthhacking a Non-Profit or Professional Association

https://www.slideshare.net/markfulop/nnswwa-slides

In Non-Profit Organizations, funds to help people and causes are largely generated from donations and grants. Donations and grants are what pays employees and other operational expenses. While many Non-Profit organizations get donors to donate money, they struggle to get repeat donations from these donors. According to Seth Godin, the average donor retention rate is 29.3%. This leaves a lot of missing Revenue.

Much like their for Profit Counterparts, Non-Profits need to find ways to keep and retain customers. It is cheaper to retain current customers than to acquire new ones. Yes, Customer Acquisition is important but it is not effective to forget about current customers as they can help with customer acquisition using work of mouth.

Non-Profits can Generate Revenue beyond Donations and Grants in the following ways:

  1. Charging for Conferences and events
  2. Creating a Subscription Based Blog or Newsletter either charging for this or offering a freeminum model with paid features
  3. Offering Free Trials of Products and Services then charging for them
  4. Charge for Memberships to the Non-Profit or Professional Association offering discounted pricing to stakeholders at various institutions
  5. Partner with Colleges and Universities to Offer Free Memberships to Students with elevated pricing as they go into the profession
  6. Partner with the Private Sector, offer Sponsorships

Marketing, Sales, and Branding for Non-Profits and Professional Associations.

How Customer Objections are Sales & Marketing Tools

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Image via dreamreport.net

Many people who are new to Sales think that if a Customer does not ask questions or raise Objections during a Sales call; the Sale is moving forward. They find themselves surprised when the customer does not want to buy when they ask for the order. This assumes the Sales person has the courage to ask for the order.

Why Customer Objections are Sales Tools

When the Customer does not ask questions about a product or service it demonstrates a lack of interest. Sales objections are sales tools because the customer shows interest by asking questions. These questions allow the Sales person to build rapport and trust with potential customers. They get to demonstrate their product knowledge and expertise. Without any customer objections or questions, reps have no way to measure their progress during the sales call; making it impossible to pivot. This makes it hard to make sales and build a relationship with the customer.

Why Customer Objections are Marketing Tools

There are certain things that come up when customer raise objections. Over time, Sales people will be able to see patterns of these objection. Objections are raised about pricing, bad past experiences, budgeting, being happy with a competitor and product inferiority. While Reps need to be able to handle objections; if they keep losing the sales for the same reason, they need to share this information with the marketing and product development teams.

How Marketing can Help Sales

Based on the feedback from Sales, Marketing Teams can Create and improve Sales/Marketing Collateral to address potential objections.

On issues of one product being better than another, the product team can: see how the product can be improved, or help provide Sales with Market researchposition materials to illustrate how the product is better.

competitive_analysis_-_matrix_l

image from smartdraw.com

Screenshot (26)

image via justworks.com

Customer objections are Sales and Marketing tools because they provide customer intelligence that can be used to sell more/improve products.

Do you think Customer objections are Sales and Marketing tools? Comment and share how you have handled and used customer objections.