Category Archives: sales

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The Power of Pain

Let’s talk about human nature for a second. If I were to offer you a succulent, moist, still warm-from-the-oven piece of triple chocolate cake…

…while simultaneously slamming my heel into your toes…

…which one would you notice?

Which one would you react to?

And which one would you still be thinking about tomorrow?

People will spend an enormous amount of time, money and energy to avoid pain. They’ll avoid confrontation with bosses, neighbors, spouses and kids to avoid emotional pain. They’ll take drugs to suppress physical pain.

Your job as a successful marketer – whether you like it or not – is to use this pain to help them find a solution.

Some might call this exploitation – digging around in the pain and agitating it to motivate people to take action. You’re making the pain worse before you finally prescribe the cure.

But it’s the pain that makes people take action. And if you can help people, then it’s your job to do it. And to help people, you’ve got to use the best method possible to motivate them to take action – which is aggravating the pain and making them feel it until they cry ‘uncle.’

I know what you’re thinking – you won’t make their pain worse to sell them the solution. Instead, you’ll motivate them with a positive picture of what their life will be like once they have the solution. Well, you’re half right. Understand this – Humans will do far more to avoid pain than to receive reward. They’ll run as fast as they can away from the stick, but they’ll creep up on the carrot and many times never even reach it.

Most people cannot clearly describe what they want, which is why they never get it. But they can tell you exactly what they don’t want. By rubbing their noses in what they’re trying to avoid, you momentarily make the pain worse until it’s unbearable. They want to take action now. They NEED to take action NOW.

And then you motivate them with the positive picture of all the benefits they’ll receive from doing this thing you want them to do. The niche doesn’t matter, either. Whether you’re selling software, information, washers and dryers or stocks and bonds, agitate the problem, then offer the solution.

Examples:

Software
– how much work are they having to do, and how much business are they missing because they don’t have your automated solution?

They’ve already wasted tons of time and lost a fortune. Their competitors are ahead of them, and soon their business will be on the scrap heap.

Unless… unless they grab your software now, because then they can get x benefit and y benefit and z benefit, etc.

Health Information
– they’re overweight, tired, catching colds and at risk for serious disease. From here, it only gets worse
– much worse. Sick, in pain, bed ridden, in the hospital, heart attacks and chemo and drugs and …

but wait. They can turn their health around, starting right now.

Washers and dryers

– think how much extra they’ve already paid in water bills because they don’t have energy efficient models.

Plus, the wear and tear to their clothes from inferior washers and overheating dryers, their shoddy appearance wearing these clothes, making a lousy first impression at work because of how bad their clothes look. But you can solve it all today…

Investments
– they’ve already lost a fortune by not using your services. Just look at the returns your clients have been getting, look at how much money they started with versus what they have today.

If only they had started with you sooner, all the time and money lost. But right now you have perhaps your best investment advice yet, but it’s a super hot market and timing is critical…

Okay, you get the idea. No matter what you’re selling, you can agitate the problem and then offer the solution.

Remember, in movies the hero doesn’t arrive to save the day until things look completely bleak and desperate and the cause is all but lost. Effective marketing is no different.

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Building a Business vs. Raising Money

Ten years ago, and certainly 15, this discussion would have been laughable. It’s the ‘debate’ between building a business and just raising money. Of course, anyone raising money will tell you that they’re actually building a business, and much of the time it’s true, but there’s still an important distinction to be made.

These days, everyone has an idea. And, at least up until relatively recently, there were a plethora of investors with money who wanted to eagerly hand it over to any young person they thought had an idea that was going to be the next Facebook or the next Uber. Now, with several years of this madness behind it, purses are being tightened, and we’re face with the need for some evaluation as to what exactly entrepreneurship actually is.

Over the past few years, anyone developing an app has likely at least had the thought pass that they might seek out investment in order to help them grow quicker and build a company much more rapidly than they could do on their own (or at all). That said, there are many of these companies who were never going to reach a point of revenue generation, nor would reach the user volume critical mass that has kept giants like Snapchat alive right up until they finally started generating a few bucks after nearly four years of being on the market.

That kind of run time without making a cent from your company was unheard of just a couple short decades ago, but now it’s commonplace. The problem isn’t that that market dynamic exists, it’s that it’s all many young entrepreneurs are banking on. They want to make something that so many people use that they can make a well-compensated exit, without having to worry about such business-related inconveniences as actually making money.

Soon, however, people will start to realize that everyone’s grandson isn’t Zuckerberg, and we’ll probably see a regression to something a little bit hybrid between how things were and how they are now… what will happen to your business when that occurs?

Answering this question before you have a real, pressing need to do so might be a smart place to start. Much like politicians on their last term with no prospect of reelection, business owners who find themselves in the position of having built a meaningful business that’s bringing in profit in that you are no longer scrambling for the next round, the next investment.

Some of the best business advice now lies in books from the 80’s and 90’s that will go largely untouched for many young entrepreneurs whose mistake is thinking that just because the execution has change, the fundamentals have too. In reality, the people who work the hardest and can make real numbers work, incoming vs outgoing, are the ones who tend to win in the end. Unless of course you really do have the next Facebook under your hat, in which case you and only you can ignore everything here… but still.

But no mater if your business is profitable right now or not, you need to be focusing on building your email list NOW as that is a real asset for your business that can pay you for many years to come.

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Using Customer Feedback Surveys

Collecting customer feedback can provide you with invaluable insight into the customer process. These are insights that you can assume or guess out on your own, and can go a long way toward shaping your business in a way that sets it up to be more successful in the future. Unfortunately, information on how to gather feedback so that it is accurate, unbiased, and actionable, that is, leading to actual tangible steps you can take to improve, is sparse. Many who go the DIY route with their customer satisfaction surveys fall into common pitfalls of question writing and end up with data that doesn’t do them a lot of good.

Tip #1) Know what you want to know Seriously, before you start writing your customer feedback survey, narrow down what exactly it is you hope to come out more knowledgeable about. For example, it’s not super helpful to gauge overall “satisfaction.” Instead, think of a specific question like “What is stopping customers who have items in their cart but don’t proceed to checkout?” or “How can I improve my support options to make customers happier?” Having a guiding topic like this will help you make sure you have a consistent purpose through your questions.

Tip #2) Share where your customers are Sometimes, sharing a survey with your customers or trying to reach them in the wrong place can make it difficult to get a high response rate. For example, you could email your survey out to those on your customer email list, but what if you embedded the survey right on your website, on crucial pages, as well? Or if you have a physical store, maybe you setup an ipad with a survey to catch people as they leave the store instead. Try to get creative and reach your customers where they are actually most likely to actually be and respond.

Tip #3) Keep your brand voice in mind Remember, when you’re asking your customers to give you their feedback, your survey acts as a branch of communication for your brand. If the language or phrasing or tone of your survey seem to deviate too extremely from your brand tone of voice, it could come off as odd. Worse yet, customers could assume that you care so little about their feedback that you’ve hired someone externally to do your satisfaction research. Remember, that survey itself is a brand touchpoint, so treat it as such!

Tip #4) Avoid words and phrases that could push responses toward a certain bias Too often, surveys word their questions in a way that leads respondents toward offering up a certain opinion. While it’s nice to hear that you’re doing well or that customers love a certain feature, it’s better to make sure that your feedback is genuine and honest. Avoid framing questions in any way that hints at something being good or bad before you ask the respondent for an opinion of it.

Below we’ll take a look at some more advanced techniques for guaranteeing your surveys yield actionable results.

Advanced Tip #1) Avoid agree or disagree type questions When surveys give a statement and then ask respondents whether they agree or disagree with it, they may intentionally be biasing their responses. According to Harvard University’s own guidelines for sharing surveys, these questions often result in a bias toward more people choosing ‘agree’ than actually would rate themselves as being aligned with the statement.

Advanced Tip #2) Keep your survey to 10 questions, max When people bother to give you the time it takes to fill out your customer survey, you should appreciate that decision, not disrespect it by keeping them on the hook for longer than necessary. Plus, keeping your survey short is actually to your benefit as well. Research has shown that the longer a survey gets, the less time people spend on each question, because they get frustrated with the survey dragging on and speed up their responses on the later questions. It’s best to keep things more manageable and get to the point quickly both for your sake and for that of your customers.

Advanced Tip #3) Use question logic In the survey industry, question logic refers to the ability of a survey software to change which questions a respondent gets asked depending on how they’ve answered something previously. For example, if a customer answers that they have never purchased a teddy bear from your store, it makes little sense to ask them followup questions about the quality of the bear they purchased. Question logic lets you have the people who tell you they’ve never purchased a teddy bear skip right over the questions that pertain to that product. This can help you keep your questions as relevant as possible, which will also increase the chances that your respondents stick around.

Advanced Tip #4) Limit your use of open-ended questions. When it comes right down to it, it’s great to offer your respondents open-ended text fields that let them give a detailed opinion on a topic. That said, relying on these types of questions too much over more quantitative, measurable rating scales, etc. can make it hard to get data that’s easy to pick apart. Being able to tie comments and explicit suggestions to your business is great, but so is the ability to see where average highs and lows lie with your customer group as a whole. It’s a good idea to mix in quantitative and qualitative questions as your survey progresses, to get a nice balance of information coming in.

Finally, you should be striving to follow-up personally with every person who bothers responding to your survey. First, you should thank them, then you should dig into the specific answers you got and make sure you understand what actions you should take next to improve – this applies to those who had both positive and negative input for you!

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Go Above And Beyond For Your Customers

When entrepreneurs and small businesses are starting out, they’re relying almost completely on the quality of their product and word of mouth. In the beginning, most people simply don’t have the monetary backing to bring in massive, scalable social media and search PPC campaigns. For some, this is discouraging. For others, however, this tiny, tiny scale is actually their greatest strength.

Today’s let’s take a look at how you can scale using, well, the unscalable. Specifically, the strategies that aren’t practical when your audience or customer base reaches into the tens of thousands are exactly the types of tasks that can help you reach that volume. Let’s take a closer look:

If you ordered something from a website online, say, a competitor to Amazon but who had a certain product you wanted that Amazon didn’t, you’d probably expect that that interaction ended when you pressed the confirmation button. You expect to receive a package with your item in it, and then, aside from perhaps a marketing communication or two, you’ll likely never hear from that company again.

Imagine for a second, however, that two weeks after receiving your item and having some time to use it, you get a letter in the mail with the same return address. It’s from the company you previously bought from, and it’s a handwritten card. In it, the CEO personally has written you a note saying how much it means that you ordered from them, and asking that you get in touch any time if you need help with your order, or have any questions, free of charge.

Doesn’t that make some impression? If you had to order something similar again, don’t you think at that point you’d know exactly where you were going to order it from? Might you even tell a friend or two about the experience?

These types of above and beyond actions may not be standard, but the companies who end up getting ahead often understand the value of ‘scaling the unscalable’. In your own business, whether it’s with 4 employees, 40 employees, or just you, make sure you are taking so-called unscalable tasks to their breaking point. The average person will get lazy, which means outsourcing a task as soon as they’re able to, or automating a process that used to be done manually and in a personal fashion. The brands that people truly remember, however, will work longer hours and put in the extra mile until there is literally not enough time in the day before they give up on an action that puts a smile on customers’ faces and turns them into brand ambassadors.

You don’t have to handwrite thank you cards, you don’t have to mail anything at all, but find your own special unscalable actions and make them a part of your routine. while everyone else if trying to offload tasks and take the easy way out as soon as they have the cash to do so, be the one who makes so much of an effort that working with you or buying from you simply becomes a given for your customers.

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It’s Not 2003, Time To Improve Your Landing Page

It happens all too often: You stumble upon a product to promote, or someone’s personal website and it looks like it was created in 1999. You cringe and move on, and you know what sucks for that person? Their potential buyers and leads do as well. Everyone may think that their site is the special snowflake exception, and that it has a sort of old fashioned charm, but then everyone would be mistaken.

Landing pages change in effectiveness with consumer trends and buying habits, so it’s important to make changes to your own pages to reflect these. Here are a couple of major changes that have happened in the last 5-10 years, which affect how people buy online:

 

1. People are more sensitive to BS. Every landing page used to begin with a giant claim:

“WHO ELSE WANTS TO BE ABLE TO DO X IN ONLY Y HOURS… WITHOUT LEAVING YOUR BED!”

In short, headlines were sensational. They sounded exciting, but people have been let down enough to times to want to avoid them. In general, as customers got more comfortable online, they realized that anyone could say anything they wanted about themselves, and that they often did. While this increased aversion to sensationalism may or may not have affected your target market to a large degree yet, it’s coming, so make changes accordingly: Honesty beats sensationalism in many markets now.

 

2. People expect more of design.

Websites now generally look a lot better than they did even just a few years ago. Design software that’s suable by just about anyone has meant that it’s become increasingly easy to not have a sucky page, and people have come to expect this.

If someone lands on a page with the standard sales letter formatting with non-flat elements and giant, multicolored text everywhere, they’re going to bounce and never come back. Often times, seeing on of these pages makes people think that it has been abandoned or is no longer relevant – why else would the owner have left it looking so poorly?

 

3. Text isn’t your only option.

Remember when everyone started using video landing pages? The buzz of their effectiveness would soon spread like wildfire. The reality is that using different types of media on your site helps to engage different kinds of users, and accommodating all of them can help you achieve higher conversions. While you want one intended path through a page to be clear, it’s a good idea to still give users who want to learn about your product or offering in a different way the option to go somewhere and do so.

Finally, let’s stress something that hasn’t changed: Benefits vs features. Yes, the old adage holds true, people are much more likely to respond to specifics about how their life will be changed by making a purchase decision than they are to hearing about all of the bells and whistles your product has.

Of course, it’s a good idea to avoid that sensationalist trap here as well. Honesty and value win in 2016.

Think your site is a bit outdated? – then get in touch as we can help!

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Small Things You Can Do To Make Your Clients Go Wild

So you’ve got your business up and running, whether that means freelance consulting, promoting affiliate products, or running a monetized online community, things are on the up and up. However, you know there’s lots of other, more established competitors in your space… so how do you stand out and convince customers that switching to you is a no-brainer? Well, here are a few proven ways to overdeliver in the digital age.

1. Collect feedback. With the amount of survey tools out there, or the ability to, you know, send an email message, it’s incredibly important that you start listening to what your customers are saying. Early on, this can be as simple as asking them in a post-sale or ideally post-service email what they thought of your service, and if they have anything they would improve.

This serves two purposes: First, it’s going to help you identify people who are really keen on your brand or product, and who might be good candidates to become your affiliates, etc. Starting out, you might just let them know that if they enjoyed working with you, you’d love to send some kind of reward their way if they find a few people to refer to you. These gifts don’t have to be anything expensive, but the gesture is often appreciated and the potential to help you grow is huge.

2. Have a personality. Seriously, for the same reason people vote for political candidates based on how they look, or how they generally “feel” about them, interactions and perception go a long way in purchase decisions. Plus, this is actually something you have a huge advantage at over your larger rivals: When a company has 37 different support agents to help with their massive customerbase, they can’t offer the same kind of repeat interactions or treatment that you can as an individual. Smart companies on the rise use the technique of overdelivering in the personalization and customer support department to win clients from their competitors. It’s not a bad strategy for entrepreneurs and online marketers, etiher.

3. Connect with them via social media as a person, not a brand. This is an interesting one. Now more than ever, people like to know who they’re doing business with, because they can. Social media has greatly raised expectations of interaction and transparency, to the point that even massive brands make sure they have a presence actively chat with those who mention them.

As an individual entrepreneur, you have the unique opportunity to let people know the person who wants to do business with them. This goes hand in hand with point number two about having a personality. Let people Snapchat with you in your off-hours, post Instagram pictures of your work days as they progress. The Facebook page for your freelancing or brand can be a place that people not only get to know you better through written posts, but when you can foster community through asking discussion questions and special offers.

Remember that your biggest weakness, being small and up against long-standing competition, is also your biggest asset, because it makes you more agile than anyone else (and your clients will remember that).

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Growth Hacking Day 2: Leveraging Your Strengths

One of the biggest mistakes one can see marketers making again and again is trying to replicate the success of others. I hear you now, “Wait! You’re saying I don’t want to follow the example of someone who has been wildly successful in growing their business?! You’re crazy!”

But hear me out: While there is of course much to be learned from the triumphs of those before you, the approach I see too often is straight up copy and paste. Ew. It’s both sad and ironic to see, because most of the social and growth hacking thought leaders preach day in and day out that you need to learn how to tailor your communications to your business and audience. Obviously, this means that a golf brand is not likely to find success by following the social media plan of McDonald’s.

Instead, you should be looking at what successful brands are doing, and then thinking about how you might be able to attack the same channels with similar quality content, but not simply copying. Copy = bad. Emulating = good.

So, how do you identify your strengths and put them to work promoting your brand. For most people, identifying some obvious strengths will come the quickest when they look into what exactly it is their business already does. For example, an obvious strength of almost any business is going to be their knowledge of the market within which they operate. Obviously, if you own a golfing company, you’re going to know a thing or two about the sport of golf.

One great way to leverage your strength for engaging social posts is looking at what insights you have about golf that others haven’t acted on yet. Do your products have a unique selling point that is extremely relevant to golfers? That sounds like a good jumping off point. Alternatively, you might find that you can use this knowledge to drop yourself into social conversations on twitter, tumblr, and other platforms that are very conversation based. People get hung up on creating their own content on social media, but some platforms are better suited so most of your content is actually repurposed and the result of interactions with others (but that’s topic on its own could take up books on end, and does).

Leveraging your strengths doesn’t just mean working within the niche your business exists in, it also means playing on the actual skills you’re good at. So if you’re a strong writer, content marketing might make sense for you. Alternatively, if you’ve never studied paid marketing and advertising, your best path to growth is probably not through paid social ad campaigns. Of course, you may have other team members involved in your brand that can fill in the gaps that you have in your skillset, leaving you more strengths to play on.

Above all, be consistent with the efforts that represent your strengths.

Often times, you will try 20 things that yield mediocre results before you hit the one approach that starts getting you big amounts of attention, traffic, etc.

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Growth Hacking Day 1 – Goal Defining

If you’ve been around in the online marketing world for a while, you probably recognize the phrase ‘growth hacking’, but you might also get the impression that it’s a fairly new player in the online marketing sphere. And you’d be right. Growth hacking is an interesting way of building up a company or brand because it was literally grown out of the necessity to avoid old, more expensive tactics.

The tools and skills to develop apps, found a startup, and take an idea to fruition are more widespread than ever before, meaning that the rate at which new products and services are brought to market is extremely fast. The founders and marketing teams of these companies are usually small and in their experimental phases. Additionally, they’re usually fairly strapped for cash. This, combined with the fact that paid search advertising is more expensive and competitive than ever before, birthed growth hacking. Literally, growth hacking is the art/science of growing customer base without spending any actual money. Sounds great, right?!

Unfortunately, most people get it wrong. They jump straight to trying to hashtag their way some sort of niche popularity and people see right through it; nobody wants to interact with posts devoid of value. Before ever getting to this phase, however, these companies and individuals should have been defining goals.

That’s right, the first step to proper growth hacking is defining real, actionable goals. They can’t be obscure. They can’t be broad. We’re talking laser focus, and here’s how you find it:

First, let’s take the broad, universal goal of ‘getting more awareness for my brand’. What are some ways you can build awareness that are specific to your business? Let’s say you’ve got a referral plan in place, but people aren’t biting. The people who do become longterm customers, however, so it appears to be an area worth improving. Perhaps your incentive for referrals currently is access to a library of training materials, and you think that creating more content for your training library which you can then reference in sales copy will be the way to get more people on board.

Let’s say you then define your goal as “add five new lessons to the knowledge library,” and go from there. Is your goal boiled down enough yet? Because you can take clear, definable actions at this point to reach your goal. Once you can see individual steps (write one article per week, create promotional email for each article, etc.), then you’ve got something you can work with.

Of course, an equally important part of the goal framework is the ability to accurately monitor your results. You don’t want to have people hitting your new referral incentives and have no way of telling whether or not they’re engaging more or less than before. If you don’t have proper analytics in place to measure every facet of your business, you’re not ready for growth hacking.

Growth hacking is an agile process that requires adaptability, but more importantly adaptability that is based on sweet, sweet data.

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Why Surveys Are The Next Big Thing In Business

Admittedly, I know this title might provoke some head scratching at first: “SURVEYS?! How are boring old surveys going to all of a sudden become some major player in business?” And I’m so glad you asked.

Feedback-based marketing is nothing new. Everyone knows, or at least repeats, the mantra that ‘the customer is always right’ and that giving your customers exactly what they want is the key to the success of your business. It was true 50 years ago, and it’s still true today. That said, the growth you’re about to see from survey/feedback based business practices is due to the fact that new technology is vastly changing the ways we can and do interact with customers.

Traditionally, surveys have suffered from one of two shortcomings. The first, was that if you wanted to survey customers on the spot, or right after they had made a purchase in a brick and mortar store, you were likely going to have to use paper surveys. While you were collecting valuable realtime feedback, the tedium and cost of paper survey supplies and data entry was more than a little speedbump in keeping customer feedback a viable adjust-as-you-go business strategy.

More recently, we’ve had programs and websites which allow the creation of online surveys. These surveys can have their data indexed and organized in realtime, saving you hours or work and pay fishing through results. The downside was that there were no easy ways to execute these types of surveys when they were most needed (i.e. at a point of sale). Instead, customers would have to be emailed a link or asked to visit a website hours or even days later. At this point, the quality and accuracy of feedback and recall declines and you won’t get as good of insights as you could have.

Now, however, companies like Responster and Customerville have jumped on the rise of tablets and mobile phones to help bring the best of both worlds together. For your business, that looks like cross-platform surveys that are made to be integrated into touch and run on any device. Now, a business that invests in setting up a cheap iPad kiosk can all of a sudden be collecting helpful feedback from a large percentage of their customers within the first day.

Over time, it will become more apparent that the businesses who take advantage of platforms that allow them to better interact with and respond to customer feedback will perform better. Whereas the marketplace used to be largely dictated by what businesses told the public they needed in the past, we now exist in a consumer controlled world. The internet was the first wave of customer empowerment, social media overhauled it altogether, ensuring that customer complaints and suggestions could be heard around the world as soon as they were thought of, and now we’ve arrived at the third era. Mark my words, feedback is going to separate businesses more and more in the next few years, because no one is going to turn away from a brand that designs their product and service offerings in direct response to something that customer suggested 3 hours ago.

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3 Ways To Make Readers Stop And Pay Attention To Your Writing

Even in a world where live-streaming video and podcasting are gaining popularity amongst knowledge consumers at a breakneck pace, there’s still immense power in the written word. Not only is reading still the preferred medium for consumption by many, but it can also be essential in cases where streaming connections aren’t practical or when consumers want to engage deeper with their content.

Let’s face it, you are reading this right now. That has to count for something, right?

Right?!

Despite its importance, many people still have lackluster writing skills, or at least don’t ever bother into the intricacies that professional writers sweat over their perfection of day in and day out. Today, we’re going to go over three ways you can make your writing more effective by increasing reader comprehension.

Be a factbacker.

One of the things that becomes quickly apparent when you start reading through successful blogs and publications is that research efforts are never an afterthought. When writing pieces which largely consist of your own opinion or which are based primarily on your own experiences, it’s easy to just ramble and say what you want to say without too much of a basis.

One of the best ways to stand out from the crowd is to get used to infusing your writing with links to other sources that can back up what you want to say. If your goal is to say something completely new or put an unwritten spin on a topic (which is awesome, by the way!), then try and source some of the articles that got you thinking or that could help lead readers to your own conclusions. This push for credibility can really help the effectiveness of your messages.

Invent words.

What the hell is a fact-backer? I don’t know, I made it up! One of the greatest things Shakespeare and others like him did for the English language is add words to it. In fact, you’d be surprised at how many of the most common, normal-sounding words we use today were invented in the last few hundred years by a handful of creative minds.

Doing this not only makes people stop and really think about what they’re reading – you probably stop and try to figure out new words immediately when reading – but it also creates a mental association with your writing by forcing more engagement.

Get smart with formatting.

Finally, get spacey with it. Time spent reading a webpage increases with the general readability of that page, and a major contributing factor to this in the online space is how well your text is spaced out and formatted.

Unlike writing a formal article, let alone a research paper, writing for blogs and casual online properties should never exceed a couple of lines per paragraph. In fact, unlike in other forms of writing, it is perfectly acceptable for each sentence to be its own paragraph.

Beyond these three, it’s practice, practice, practice to get as good as you can at bringing concision and persuasiveness into your written words – good luck!