Category Archive: In The Press
For B2B marketers, integrating brand identity into marketing and sales collateral can be a real challenge. According to Provoke Insights, there are three main reasons:
1. 60% cannot ensure that brand assets will meet brand standards.
2. 31% lack brand standards.
3. 24% have no centralized library of approved brand assets.
Marketing solutions within reach!
Technology makes it easy to set up an online portal for all of your brand assets, along with a library of brand-approved templates for your most-ordered projects. Add rules for who can access which assets, which assets will be locked down, and how approvals will be handled, and brand management becomes a breeze.
Are you up for a surprise? In a customer satisfaction study of 10 major industries, nearly three-quarters (72%) of respondents indicated that they were delighted with the products or services they purchased, yet 88% said that they were willing to switch providers for any reason!
How can this be? If customers are happy with the products they buy, how can they switch so easily? Because so many companies offer products and pricing similar to one another’s. That’s why maintaining customer loyalty takes more than the basics. You have to make people feel valued, not just by offering them great stuff, but by how you treat them. Give them a great customer experience.
According to Price Waterhouse Coopers, 73% of consumers consider customer experience important in purchasing decisions. This means that all things being equal, they will go where they feel most valued and appreciated.
That’s why a consistent, high-quality drip of customer communications is so important. It makes customers feel noticed and valued, not just when you want them to purchase something.
- Set up a series of “nurturing” mailers throughout the year. Make it a continuous client contact program that demonstrates that you are sincerely grateful for their business at regular, pre-planned intervals.
- Use the data you’ve collected to grow your relationship with these customers. Offer valuable tips, newsletters, and case studies that remind clients of your commitment to service, value, quality, innovation, and loyalty.
- If you are going to cross-sell or upsell, make those suggestions valuable and relevant to your customers based on the information you have collected, such as their past purchases or subscriptions that are expiring.
- Ask for their feedback. People love when you ask their opinions. Now act on what you learn. Communicate through tangible actions that you not only care about what they have to say but are willing to act on it, too.
Direct mail isn’t just for customer acquisition marketing anymore. It is a critical part of effective customer retention.
Increasingly, marketers understand the power of emotions. Product features and benefits are essential, but someone’s need, fear, or desire often motivates the actual purchase. Just look at some of the most iconic brands on the market. Johnson & Johnson doesn’t sell Band-Aids based on their adhesive properties. It shows a crying child being soothed by a loving parent. Nike doesn’t sell shoes based on the resilience of its soles. It shows athletes overcoming obstacles and achieving greatness.
Here are three ways you can tap into emotion in your marketing.
1. Think “simple” or “complex.”
Simple sales are those for which people can make quick, easy decisions based on numbers: This product is 10% cheaper than that one. That product offers 25% more longevity than the one I have. However, with complex decisions like financial, insurance, and medical products, emotion plays a much more significant role. What makes me feel safe? How can I best protect my family long-term? When writing your product copy, think about which category your products fall into.
2. Be authentic.
Nobody likes a phony. That includes customers. Honesty makes consumers feel connected and creates trust and respect for the brand. Consider Allstate Insurance. In its 30-second slice-of-life commercials, homeowners fall prey to their humanness by opening car doors into oncoming traffic or crashing into parking lot barriers because they’re looking at their children’s birthday balloons in the rearview mirror. We’ve all done it. It feels natural and familiar. Be honest, and make your brand something people can relate to.
3. Think beyond the sale.
Show an interest in your customers and prospects beyond the sale. Drop them tips and tricks that help them with everyday problems. Create emotional engagement that transcends the immediate need. Stanley Steemer does this well. It sends a high number of direct mail pieces and emails every year. While some of these pieces are designed to sell, cross-sell, and upsell, the majority are tips for various household cleaning projects. This is information people can use whether they end up purchasing Stanley Steemer services or not.
Emotion and brand connection sell. Maybe not right away, but over time. So be honest, be relatable, and invest in your customers long-term. It takes more effort, but it pays off in the long run.
Got a silo problem? If you’re like most companies doing targeted and personalized marketing, you do. You may have plenty of customer data, but it might be in different places (silos), and these places often aren’t talking to each other. As a result, your marketing is less effective than it could be.
Here are some risks to having siloed data:
- Unhappy customers. Whenever mail gets lost because you have the wrong address, whenever a mail piece arrives with a bad name, or you offer to sell a long-term customer a product they already own, you risk alienating that customer.
- High costs. The average price of every piece of returned mail is $3 (Source: Pitney Bowes). This is not just the postage and printing. It’s the cost of the piece coming back to you, figuring out what went wrong, and taking the time to fix it.
- Lost sales. How many marketing opportunities are lost because the data on customers’ preferences and behavior is siloed in different departments? That translates into lost revenue.
Let’s look at five steps for getting rid of those silos.
1. Connect inbound mail to outbound mail.
Build in tracking mechanisms that allow you to connect the incoming to outgoing mail. This can be as simple as adding a barcode unique to each participant. When the response envelope comes in, the barcode is scanned. This connects the incoming mail to the outbound file, linking the customer information together.
2. Centralize data capture.
Centralize mail processing in one location. Capture mail coming in from marketing, sales, customer service, web forms, and anywhere else in your company.
3. Extract what you need.
Your mail contains lots of essential details that can be useful to your print and digital marketing. Extract all of the insights you can, including names, addresses, channel preferences, transaction history, and customer surveys. Input it into a centralized database that can be accessed throughout the organization.
4. Look and learn.
Assign someone with a marketing and data background to analyze your database to understand what it tells you. Contained in there are critical nuggets about customer behavior, channel preferences, and more. Need help? Just ask!
5. Put it to use.
With a closed-loop on your mail communications and a centralized, up-to-date database accessible by all departments, you have a powerful marketing tool at your disposal. Take what you can learn and use it to improve your targeted and personalized direct mail marketing or other customer communications.
To create genuinely personal communications, you need to know your customers. This requires more than knowing basics like name, address, and gender. It requires knowing more about who your customers are.
Let’s take an example from the world of sports. For example, when we think of hockey fans, we might think of demographics such as age, gender, and region of the country in which a fan lives. But did you know that National Hockey League (NHL) fans are the most affluent sports fans in the country? (Out of all major league sports, the NHL has the highest percentage of fans earning more than $100,000 per year.) Or that half of Major League Baseball fans are retirees? Or that 40% of NASCAR fans are women?
The starting point for any targeted or personalized campaign is knowing the make-up of your audience. If you don’t have this information, make it one of your goals to find out. Send a direct mail or email survey or conduct a focus group. Add survey forms on your website or purchase additional data to fill in the gaps.
Don’t stop there. Ask yourself what else you might not know about your target audience that would be helpful. When the NHL started personalizing its fan communications, for example, it asked them to fill out a survey that indicated where they lived and their favorite hockey team. The NHL discovered that 40% of its fan base lives outside their favorite team’s home market. Imagine the marketing opportunities for the league!
Know your customers from the inside, too.
- Consider investing in fundamental database analysis. Identify your top 10% of customers by frequency, volume, and revenue.
- What do those customers “look” like? Create a set of customer profiles.
- What does each profile have in common (age, income, marital status, purchase habits)? In a B2B environment, you might look at the vertical market, employee size, and annual revenues.
- Get to know your bottom 10%, too. What do they look like? Are they customers you can woo back?
There is an infinite number of questions you can ask, but they all start with knowing who your customers are in the first place.
If you want to know what’s working, test it. Is this recipe better than that one? Is this pair of shoes more comfortable than those? Marketing is no different. By taking a portion of your list and testing one element at a time, you can find out what works best. Even if you’ve done testing in the past, things change. It’s essential to keep testing to make sure you know what is working now.
Unbounce, a service that allows marketers to build, publish, and test landing pages, has described the impact of testing on three different companies and the lessons learned from each. Let’s take a brief look at each one.
Test #1: Great ads can get better.
SafeSoft Solutions had a slick, professional ad that was doing well. The headline promoted productivity and efficiency. It used attention-grabbing, easy-to-read bullet points to outline the benefits of its services. But the ad did not contain pricing information. SafeSoft decided to test the addition of a green starburst with its pricing inside. The result? A 100% increase in conversions.
Test #2: Not all trial offers are created equal.
For some companies, a seven-day offer might be perfect. For others, customers might need a more extended test-out period. When HubSpot split tested its trial offer, it found that prospects required more time to make a decision. By testing a 30-day trial over a seven-day trial, it was found that it could boost conversions by 110%.
Test #3: Location matters.
Does the placement of the CTA make a difference? Inbound Strategy wanted to find out. It tweaked its site’s landing page, added more information, and played with the location of the CTA. The results? When the CTA was moved from the right-hand side of the page to the left, there was a 217% increase in conversions compared to the control.
These examples have lessons for us, as well. Whether you are working with print, email, landing pages, or any other channel, you’re missing opportunities if you’re not doing split testing regularly. What insights and higher conversion rates might you be missing?
If something is proven safe, secure, and trustworthy, you’d embrace it, right? Now add in that it is also eco-friendly, and you have a product anyone would love. There is such a product, and its print. After years of research on consumer attitudes and preferences, print remains consumers’ preferred channel for safety, security, trustworthiness, and sustainability.
Here are some takeaways from research conducted by Two Sides and Toluna, a global polling firm:
- 91% of U.S. consumers surveyed agree that, when responsibly produced, used, and recycled, print and paper are sustainable ways to communicate.
- 86% of those in the 18- to 24-year-old age group see print as eco-friendly.
- 78% of Americans keep hard copies of essential documents filed at home because they see it as the safest and most secure way of storing information.
- 56% of Americans trust the news stories they read in printed newspapers.
- Only 35% of Americans trust the news stories they read on social media.
“Although we regularly hear [that] corporations are going digital or ‘paperless’ as safe, secure, and more [sustainable], this is not a shared opinion by a vast majority of the public, who seem to trust paper for many applications,” says Phil Riebel, president of Two Sides North America.
Furthermore, with the increase in online security breaches and “fake news,” Riebel notes the clear advantages of print on paper. “I believe more and more people will become concerned about what may happen to their personal information held electronically,” he says. “Seventy-six percent of people are now concerned, but that may go up even more.”
The value of print has never been clearer, especially for companies in markets such as insurance, financial services, and medical and pharmaceutical technologies, where safety, security, and trustworthiness remain “make or break” issues for consumers. In these and similar markets, the print channel remains indispensable.
For many businesses, direct mail letters are their “go-to.” They are inexpensive to produce, can include BREs and other inserts, and depending on the design, can seem more personal than self-mailers. Still, the popularity of self-mailers is growing. They, too, are inexpensive and have many benefits.
Self-mailers are created when a single piece of paper is folded to create a self-contained mailing format. Depending on the size of the sheet, self-mailers can be folded into two or more panels. They can be sealed using glue lines, wafer seals, or glue spots along the edge.
Let’s take a look at some of their benefits:
- Because they require no envelope, self-mailers have no envelope or inserting costs. This makes them a great option for tight budgets.
- When unfolded, self-mailers provide lots of real estate for graphics and messaging.
- Even on digital presses, self-mailers can be printed on a wide variety of substrates, including heavier substrates.
- While we tend to think of self-mailers as simple, folded formats, their substrate flexibility allows them to include pockets and interior panels into which you can insert gift cards, reply cards, or small samples.
- Because self-mailers can be digitally printed, they can be fully personalized like any other mailer.
Self-mailers are readily identifiable as marketing mail, so they can have lower response rates. For this reason, some businesses use them for mailing to people with whom they already have a relationship—loyal customers who will open them simply because of their relationship with the brand. Others use them for campaigns in which people want promotional mail. Examples include promotions around clearance sales, new store openings with discounts, and free samples. We see them heavily used around college recruiting, as well.
In the end, choosing the correct format depends on your target audience and the goals of the campaign. Testing will be critical in helping you identify when and where each format will work best for you.
In a world defined by virtual and digital interactions, positive, tactile experiences are a delight to the senses. This is why improving the “unboxing experience” for packaged products is growing in importance among product marketers.
The “unboxing experience” is how buyers feel when they first open the package and engage with its contents. This experience might be dull as dirt (like taking a pair of shoes out of a cardboard box in a shoe store) or, like opening the box for a new Apple iPhone, it can be a multisensory extravaganza.
Whether you are selling online or in a brick-and-mortar environment, a great unboxing experience increases brand satisfaction, boosts brand engagement, and is something that your customers remember and look forward to in their next order. But how, exactly, do you create one?
Try one of these proven ways—or all three!
1. Brand it.
Companies with the best unboxing experiences create custom branded packaging. This is packaging that is unique to you and includes your company name, logo, and any other graphics or text you want to include. It’s not just “any” box. It’s your box, and everything about it reflects your brand. According to a study by Dotcom Distribution, 40% of online shoppers would share an image of their purchase on social media if it came in branded packaging.
2. Go premium.
Use premium materials to create a sense of luxury. One company that does this extremely well is Apple. All Apple products are delivered in minimalist white boxes with shimmering metallic letters. Boxes are made of premium materials with a soft-touch coating and fit the products like a tailored suit. Unboxing is truly a delightful sensory experience that makes people feel they’ve just done something special.
3. Get creative with inserts.
Don’t just send the product. Include inserts that delight, as well. Examples include personalized thank-you cards or fun product-related information. One organic goat-milk soap company, for example, includes a card with each bar of soap with a picture and the names of the goats from which the milk was taken. “Your soap was hand-crafted from the milk of Daisy, Lina, and Ana. They say, ‘Thank you!’”
Think of unboxing as being like the product’s grand entrance at a royal event. The more excitement generated around it, the more special the product—and by extension, your company—is perceived to be. If you’re going to make an entrance, make it memorable in the best possible way.
ENHANCED PACKAGING AND THE “UNBOXING EXPERIENCE”
Source: US Vertical Vision Study: Vertical Industry Views from a Socially Distanced Perch; Keypoint Intelligence 2020
We all want to sell more products and services, and for decades, brand awareness has been the subject of research and study. Is this a good investment of your marketing dollars? To what extent does brand awareness truly influence the final purchase decision? As it turns out, quite a lot.
Here are the results from one fascinating study:
- In a blind study by the University of Newcastle and the University of South Australia, 85.5% of subjects chose the familiar brand in the first trial, even if they preferred a less familiar brand.
- Even when testing brands during an initial trial, consumers were more likely to purchase the product from a familiar brand name, even if they preferred the taste (or, by extension, the look, smell, or function) of an unfamiliar brand.
- Consumers were not only likely to choose the more familiar brand but were more likely to make the decision more quickly — 9.8 seconds faster.
What does this mean for you? Get to the consumer early. Stay in front of them and don’t quit! Repetition is critical. One statistic we regularly run across is that the average person remembers three to five brands per category. To get in there, you have to push someone else out and then stay there.
This is where consistent drips of brand messaging can pay off in a big way. Send a direct mailer and follow up with an email. Invest in retargeting with social media ads for visitors to your website. Create constant reminders of who you are and what your brand offers.
Creating brand awareness is not always about getting someone to buy right now. It’s about staying top of mind—and keeping your competitors out in the cold—so that when your target audience is ready to buy, they think of you.
Source: “Brand Awareness Effects on Consumer Decision Making for a Common, Repeat Purchase Product: A Replication” (Journal of Business Research)
