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Entries Tagged as 'Love affair with customers'

Facebook fun can also equal profits

September 4th, 2012 · Love affair with customers, Passion, Social Media

It seems like every business is rushing to build a Facebook Page.  But once they get it built — they’re not too sure what to do with it.

  1. Many just ignore it, publishing once a week or less
  2. Some use it as a sales channel — pushing out deals and wondering why people are ignoring them
  3. Others share the same links that they share on Twitter

But very few organizations actually have a good time on their page.  They don’t trigger conversations with their fans and they sure don’t turn their page over to their customers. But the folks at PostCardMania.com decided to have some fun with their fans.

Early this year, they were trying to come up with some ways to get more of their customers to like their Facebook page.   Their CMO was out doing some shopping (every great idea is not born in a brainstorming session!) and spotted those wax lips and wax mustaches that they sell in the candy section. She bought some and took them back to the office.

She was able to convince her CEO that it would be fun to send the lips and mustaches out to a list of customers who had not placed an order within a year as part of a Valentine’s Day effort.  In the package was the request that they take a picture of themselves wearing the lips or mustache and post it on the PostCardMania Facebook page wall.  Everyone who posted a photo would also get a free book written by the CEO.

500 packages were sent out. They increased their likes by about 50 people and had 20 or so clients add their photos to the wall. They also connected with their customers in a very personal, memorable way that generated a lot of goodwill.

On top of that — within 4-5 days of receiving the package — that list of customers placed over $120,000 worth of orders.

Here’s the takeaways for us in this little case study:

  • They never mentioned postcard or direct mail in their communication
  • They didn’t put together a long list of rules about what kinds of photos could be posted or who had to be in the photo, etc. They just opened the doors
  • There was no coupon, QR code or any sort of offer in the package

This is a great example of creating a love affair with your customer.  PostCardMania simply reached out with something fun and invited their customers to take part.  There was no hype, spin or sell.  They just were having some fun and voila — they sold $120K worth of stuff.

Delight your audience and watch what happens.  I dare you.

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Have you built a marketing megaphone?

August 1st, 2012 · Business owner/leader stuff, Love affair with customers, Strategy, Word of Mouth

I spent a few days in Vegas recently and the 24/7 chaos was overwhelming. It’s pure overload for all your senses – tons of people everywhere, driving billboards, TVs in the restrooms, a wide array of smells, and a cacophony of sounds at full volume.

It’s a little like how we’re assaulted by marketing messages every day. Over 5,000 messages a day – aimed at all of our senses, pretty much 24/7.

As consumers — it feels like an attack we have to guard against.  As marketers — it’s like a mountain we have to scale.

But somehow our message needs to fight its way to the top and actually be heard. How do we make that happen?

We need a marketing megaphone. (Download 8.5 x 11 version by clicking here) Something that amplifies our message so it gets right where it needs to be.

But that megaphone has to be built in the right order and contain the right elements.  Otherwise, it’s just more noise.

Here’s how to construct a marketing megaphone that actually works.

It starts with you: To break through the clutter – you need to be crystal clear about your core messaging. You need to completely understand how you’re different from your competitors, why you matter to your customers and how you can improve their world.

Imagine your voice in the din of over 5,000 messages. You’re whispering and counting on the next layers in the marketing megaphone to magnify your message. So it sure better be the exact right words/sentiment.

Once you know yourself, you need a plan: Marketing doesn’t happen by accident. You need a clear-cut vision for how you’re going to get out the word. Over 90% of businesses operate without a marketing plan and yet they wonder why they have to work so hard for new sales.

A marketing plan eliminates stutter (you hurry up to market when you’re slow and then stop when you get busy, losing all momentum along the way) or inconsistent marketing.

Your inside advantage: One of the most costly mistakes made by companies is that they forget how vital their employees are to their marketing efforts. A team that’s left in the dark can’t possibly help amp up your message. In most cases, they have the contact with your customers and prospects. So why wouldn’t you want them to be completely plugged into your core messaging and your marketing plan for spreading the word?

Be worth bragging about: Another way to turn up the volume in your marketing megaphone is to give your current customers something to talk about. If you delight them or are the kind of organization they’re proud to be associated with – they’ll shout it to the world via their social networks, their in person networks and through referrals.

All too often, we forget to romance them once we actually get the sale. But, by making them feel wanted and special – you not only create recurring revenue at a lower cost of acquisition but you create a legion of cheerleaders, all out there, putting some oomph into that megaphone.

The exact right prospects: One of the key benefits of truly understanding your brand is that you learn who your perfect customers are. You will identify who really needs what you offer and who would be elated to buy it from you. When you have a profile of exactly who that is – you can aim your marketing megaphone right at their ear and not worry about the rest of the world.

Getting heard isn’t easy but with the help of a properly built megaphone, your message can rise above the din and get to the right audience every time.

Want a full-sized jpg for your own? Click here to download one.

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How badly do you want it?

June 1st, 2012 · Love affair with customers, Magic of Disney, Passion · 11 Comments

There’s a remarkable difference between wishing for something and the relentless pursuit of a dream. On this, the 65th anniversary of when they broke ground on Walt Disney World… I ask you this: What do you want so badly that you’d ignore all the nay sayers, tune out all of negativity, keep getting up every [Read more...]

Are you making one of these 7 content marketing mistakes?

May 29th, 2012 · Love affair with customers, Storytelling, Trends, Web/Tech · 2 Comments

It seems like everyone is talking content marketing these days, like it’s it hottest thing since sliced bread. Of course, for many businesses — this is just a new name for something they’ve been practicing for eons.  They’ve been creating valuable newsletters or writing white papers for years. Which does not mean that you’re doing it as [Read more...]

What can content marketing do for your business?

May 22nd, 2012 · Branding, Love affair with customers, Storytelling, Strategy · 7 Comments

Content marketing.  It seems like everyone’s talking about it. But what exactly is it and what can it do for your business? Odds are, if you’re doing any marketing at all — you’re at least accidentally dabbling in content marketing. First — it goes by many names.  Some people call it custom publishing or branded [Read more...]

Content marketing is important but not free!

May 21st, 2012 · Love affair with customers, Strategy, Trends · 3 Comments

One of the things that irks me is when I hear a marketing “expert” extoll the virtues of content (or social or digital) marketing and to close the sale — they remind their audience — “and best of all, it’s free.” Poppycock. (I know…such language!) At MMG, we believe there’s not really an organization in existence that can’t benefit [Read more...]

Let’s talk business, social and joy!

February 25th, 2012 · Business owner/leader stuff, Love affair with customers, Social Media, Strategy · No Comments

I’m fortunate that I am invited to guest blog in some of the most prominent and cool spots on the web. Every once in awhile, those opportunities converge and it’s raining Drew‘s thinking everywhere you turn. Come join in these conversations around the web: Marketing Profs Daily Fix: In this post, I suggest that many business [Read more...]

What’s your purple goldfish?

January 11th, 2012 · Books, Love affair with customers, Marketing · 20 Comments

Get your free copy of Stan Phelp’s book! A few years ago, I met Stan Phelps, another marketing guy, online (I think he commented on my blog and we started chatting via email) and before I knew it — we were friends.  He was just dipping his toe into the blogging waters and I tried [Read more...]

Do you know how to hit the peak?

December 11th, 2011 · Books, Business owner/leader stuff, Love affair with customers · 2 Comments

Get your team and company to peak! I read a book that seems to fit perfectly with some of the questions we’ve been asking as we think towards 2012. Peak by Chris Conley (click here to buy*) is a book about deciding what matters. After climbing to the peak of the hospitality industry, Chip Conley—CEO [Read more...]

What can the average Joe learn from Steve Jobs?

October 10th, 2011 · Business owner/leader stuff, Love affair with customers, Passion · 8 Comments

I can’t remember a world mourning the loss of a business leader like we’ve witnessed this past week after the announcement of Steve Job’s death.  The fact that FEEL the loss, that we GRIEVE this man’s passing and that we WORRY that no one can take his place tells you something. What other business leader [Read more...]