Category Archives: Customers

My Top 10 Takeaways from Digital Summit, Chicago

Last week I participated in the lively, educational and nerd-worthy fun Digital Summit in Chicago.   This was such a worthwhile, information-overloaded event for digital marketers.

I got many practical, cost-effective ideas from speakers who worked for familiar organizations including LinkedIn, Twitter, Spotify, Hubspot, Instagram, the Moth and other marketing firms, creative agencies, and marketing users.

Here are the Top 10 Takeaways I got from the event:

  1. “We can never get control of our marketing until we get control of our data”. My favorite line, from Matt Hertig of Alight Analytics
  2. On your email efforts, your FROM line should be from a trustworthy or recognizable person or brand. And make that SUBJECT line compelling, since 47% of people open their emails based on the subject line.
  3. Things that artists do well on social media that brands can learn from. 1—authenticity 2-frequency 3—engage 4—use video.
  4. Build your own known and owned audience for success in content marketing. Then amplify your content.
  5. Translate your company’s purpose into marketing messages with provocative content (like REI).
  6. You have about 8 seconds to engage with a subscriber on your email effort.
  7. Executive buy-in is key to implementing marketing strategy and implementaion.
  8. Brand activism is increasing with frequency and intensity.
  9. To build community, engage with other accounts in a meaningful way. Are you doing or just saying?
  10. On Twitter, most stories trend within the first 48 hours.

Bonus of #11. –Video, video, video! The use of video increases engagement, partially because visuals can be absorbed 60,000 times faster than text. Expect to see more growth in video in 2019 since many of the speakers talked about using it.

I hope that most of you will find at least 1 thing on this list that you can incorporate into your marketing efforts. Feel free to contact me if you want to have a deeper discussion about any of these.

The journey continues.  Cindy

P.S. . If you want to read more of the ideas I got from the conference, scroll through my Twitter feed (@CindyCardinal1) from the week of 9/27/18

 

The Case for Audience Development Professionals as Content Marketers

Experienced magazine audience development professionals should be perfectly poised to be online content deliverers. Every day we communicate with customers and gather or update their demographics; we build, maintain and update databases; we deliver a brand to a targeted audience; we analyze our customer profiles and find new audiences; we test new technologies and channels; and we deal with customer service issues.

However, I deal with media/information companies who still keep the magazine audience development experts in distinct silos from online content.–often with a very firm wall between these groups. I don’t understand this.

With the skills we have and our knowledge of the audience database, we should be able to help you push electronic content/offers in many forms: e-newsletters, white papers, research, event attendees, video, etc. The final form of the offering is what has changed, not necessarily the methods of reaching your targeted audience.

There are certainly areas of the online marketers expertise that might be different, including technical knowledge of the online platforms that are used to promote your brands.  Combining the competence of these two areas can create a powerhouse marketing area that helps deliver your content to reach advertiser goals and get more awareness for your brands and visitors to your sites.

The journey continues.

Cindy

4 Ideas for Re-Engaging Inactive Customers

How fresh is your customer list? Business email data decay rates vary depending on industries reached, but the research I found shows an average of 25-30% annually. Several reasons for the data degradation are that people switch jobs, they stop using old email addresses, and companies change names or get bought out by other firms.

Many B2B firms have to renew their magazines subscriber lists for USPS and audit bureaus. But, they don’t regularly update other list segments, including e-newsletter lists. This can hurt email send scores, delivery, email reputation. Response rates for other offers also plummet.

You don’t necessarily need to replace all the inactive email recipients. Universes are limited. Previously engaged people already know your brands. I have found that it is usually less expensive to try and re-engage some of your older or inactive customers than to get all new users.

Here are 4 simple, cheap offers you can test now to re-activate unengaged customers on your database:

  1. A freebie offer of another brand component can be a quick effort, to see if someone is still using that email address. It can be something inexpensive, but with perceived value to your customer—a white paper download, a sister magazine, a free e-newsletter, an Infographic.
  2. A short request or survey to update demographics or continued interest in your brand. This can be a separate email, or a simple click option embedded into an existing e-newsletter delivery.
  3. People love badges! They include in their email signature lines, LinkedIn profiles, etc. Ask customers to get involved on a research/hot topics/editorial panel. If they express interest and respond to follow up offers, then create and send them a digital badge. Bonus, those badges also spread the reach of your brand.
  4. Email offer to win cash or prize for updating demographics. You may have to include some legalese in your effort, but people love cash or cash gift cards.

If none of your re-engagement efforts work, then it’s time to think hard culling your current lists. Meanwhile, you should have some ongoing efforts to recruit new customers, so your data does stay fresh.

The journey continues.

Cindy

LinkedIn is not Facebook. Or am I confused?

LinkedIn is a valuable tool for me to stay on top of job changes colleagues are making, learning what media and business and industry leaders are focused on, staying in touch with people I meet at events, researching client backgrounds, and sharing my expertise and opinions.

Lately, however, LinkedIn seems to be morphing from a business-related social media site to more of a social social media site. And it’s weird. I do not like all the changes LinkedIn has made in the past couple month. Heck, it even looks more like Facebook, with the new lay out.

When I visit LinkedIn to learn about your job changes, it seems odd to notify me on a business site that it is someone’s birthday. If you are really my friend, you already know it is my birthday! I wonder how many people wished a happy birthday to a former colleague when that alert came up recently, and she died last year.

The articles that people posted used to be useful, creative, sometimes thought-provoking. Now there are many more articles—and even comments– that are blatant advertisements. Looking at the group feeds of those I belong to, it seems like many of the posts there are not invitations to connect/learn/ask. They are self-congratulatory promotions for their companies and advertisements.

I have written before about remembering that your photo should not necessarily be one you would freely share on a personal profile. People are now sharing random comments and personal posts. With many ##### references.

On the home page, the connection comments/changes seem to be repetitive, with the same ones appearing at the top for a week or more (even when the view is recency). Finally, more people are reaching out to “connect” that I have never met, or had any interaction with who clearly sales people with a canned message, if any.

For me, the recent evolution of both the physical site and the member usage has diluted LinkedIn’s value. My usage of the site has declined, though there are still benefits for adding connections, regular visits and posts to my profile.

Yes, share when you get a promotion, a job change, win an award, have a speaking engagement, update your website, have a new offering, have insights to share with your connections, or questions to pose to your connections. LinkedIn is a useful platform to share about your work highlights, but maybe not your new puppy.   Think about who your connections are.

Am I alone with this viewpoint? What are your thoughts on the recent LinkedIn changes and posts in your feed lately?

The journey continues.

Cindy

Customer Service Web Pages–Make them Usable, Findable

Your customers ARE your business. They can refer you to others, brag about your service, or they can try to destroy you on social media with one bad experience.

How can your customers contact you on to renew their subscriptions, change their address, cancel, or ask a question? Phone call, online chat, or website customer center? Whatever tools you have, how do you promote them to your customers? A recent look at many controlled brand websites showed me 1–how difficult I can be for readers to even find customer service sections and 2– how outdated these web pages can be.

Can your customers find your subscription center?  Many home pages do not have a clearly marked link to a subscriber center. Can your reader click on a “subscribe” link? Or the “Contact us” or “subscription center” link in tiny print in the home site footer”? Your links—do they work?

site selection

Here is one home page I liked, where the subscription center is clearly identified

Once your customer reaches your customer service center, how easy is it for them to update their record?

 Most of the brands I work with offer print and/or digital editions. But, many of the web pages I saw only give the opportunity to look up subscriber information if someone has a print label with their subscriber account number.

BAM sub page

Here are a few samples of forms I like that include look up options by either account number OR email address.Facilities exec cs

Space News

 What happens after a subscriber requests a change?  Your customer should receive a notification of the change. This can be a pop-up message or email that confirms the contact information change was made, even if it is a deletion.

 Why is updating your subscription center important? I work in the audience development sector and spend a lot of time looking at websites. If I can’t find your link, a reader who may be looking for the page get frustrated and leave your site. And this person might possibly be a valuable, engaged customer who then decides not to come back. Ever.

It makes financial and business sense to keep your customers who move, change jobs, names, titles or even just change their email address. As it gets harder to acquire new customers and click through rates continue to drop, keeping current customers engaged definitely can help control your budgets. And keep your current customers engaged with your brand.

The journey continues.

Cindy Cardinal

How Not to Say Thank you

thank-you

I think it’s important to say thank you to your customers. When they buy something or respond an online offer (magazine, webinar, research, etc), it is an opportunity for you to reaffirm your commitment to them. Each email, direct mail piece, or box shipped with item that a customer has ordered is an opportunity to re-affirm your relationship and promote your brand.

Be sure when saying THANK YOU that you look at your effort from the customer’s point of view. Does it REALLY say thank you?

Here are 2 examples of “thank yous” gone awry. I received both within the last month:

  • We recently refinanced our house. We work with a major bank and have known our mortgage broker for years. The bank sent a thank you note, supposedly from the broker, with his business cards. Yet, the envelope and note were addressed only to my husband. How exclusionary and sexist! If your system has personalization limitations, then don’t do it at all. It looks thoughtless.
  • Unbeknownst to me, a client of mine bought a list of names a year ago from a vendor I had never heard of. It was a mess—multiple worksheets, incorrect column headers, duplicate names. Needless to say, the list was used 1x then tossed. Recently, my client and I were sent an email with a quick note of thanks and promoting a new service. Great idea for follow up, but it was a year after the purchase. Worse, instead of sending a new email, he attached his marketing message to one I sent a year ago with all the issues about the poor quality of the data files. If I had not remembered that poor experience, this email certainly brought it to the top of mind again.

(Aside that this is an example of why you should use an experienced person to vet and test list vendors before you buy a list from one of the many, many unscrupulous list sellers).

If you want to really say thank you, here is a post I wrote with some “thank you” examples that might give you real inspiration as you create YOUR thank you messages.

And as we head into this holiday weekend, I thank you Reader, for taking time to read my posts, share them, and send me email comments and questions about them.

The journey continues. C

Importance of Gearing Marketing Content to the Buying Process

Who are your marketing messages created for?  Do you have materials for people in every stage of the buying process? Especially on your website, you should provide content to potential and current customers involved in each stage of the buying process.

A very simple flow of the buying process is:

  1. Awareness—where the buyer identifies the need or problem
  2. Consideration—research options
  3. Conversion—make purchase
  4. Post-purchase behavior—is the buyer happy? Will they purchase again?

Think about how you make purchases, both professionally and personally. If you find value in a company and are HAPPY with your experiences, you will hopefully think of them first as a resource the next time you buy a product or service that they offer.

Become the trusted vendor/partner who customers want to learn from, engage with, purchase from, brag about. Create evangelists who will share their stories in person, on social media, and even in comments on your website.

According to the Harvard Business Review, it costs 5 to 25 times to acquire new customers than maintain new ones. It also takes TIME to find new customers. So, once someone becomes a customer, with your content and outreach you should encourage them to stay engaged and make future purchases from you.

Future posts will walk through each step of the buying purchase.

C

What’s in Your Mix?

How do you mix up your marketing efforts? Are you using all the tools available to you to maximize response rates and improve your cost per return? For all the elements that are components of controlled  (free) brands today, we need to market smarter to keep our customer engaged: magazines, webinars, research downloads, pay-per-lead collateral, newsletters.

People are still bombarding their email lists with non-targeted efforts. Doing that on a continual basis is going to tire those customers out.

Here are a number of things you can try to incorporate into upcoming marketing plans: (you do HAVE a marketing plan, don’t you? If not, read the basics now).

  1. Change up your email efforts! New creative, new copy, etc.
  2. How are you using your social media lists and platforms?
  3. For magazines, have you tried a tip cover? (cardboard stock covers to get people to renew/subscribe/engage). After dropping them, I have been finding success with them the past couple years. A future post will discuss some options for these covers.
  4. House ads, both in print and online format.
  5. Direct mail—too expensive for many b2b brands today, maybe you can partner an offer with an advertiser. Or send to their prospect list for some new names.

With so many self-built members on various social media portals, we should target them with focused messages. And test the timing/frequency/wording of our efforts.

How can you shake up your next efforts? Your customers might just respond to a new format, new time, new place for your offer.

The journey continues.

C

White Papers & Lead Generation-Part 2

Promoting white paper downloads helps media companies offer targeted leads to advertisers, increase their web traffic, and improve their own database. The first part of this 2-part blog post discussed what white papers are, how they are used, and why they are so popular today.

In doing research for that post, I visited many media web sites. I saw a huge disparity in the amount and types of data that firms are collecting for a free white paper download. Brands are asking a range of collecting no data (why? unless you are just looking for distribution quantity, but no ability to follow up) to asking for complete contact information and detailed demographic questions.

What information you require for download will depend on 1—what will help you identify an existing customer or capture a new one 2—what information you need to give back to an advertiser and 3—what demographics you deem imperative to capture for your database, for improved marketing.

One of the quickest registration starters is to ask for just an email address on screen 1.

FR reg p 1 2016-05-23 at 3.57.39 PM

CRN email only at 3.46.02 PM

If a customer is in your system, then the link where a customer completes contact information can be pre-populated. (ie. their name, company already typed in the boxes). If it is a new customer, then that person completes the contact information form. Below are the page 2 links for the previous screens:
FP contact demos 2016-05-23 at 3.57.29 PM

 

 

 

 

 

 

Notice that above they are collecting some demographic information with the registration questions.  The form still looks short, since the demo questions have drop down options.

CRN addr 2016-05-23 at 3.46.24 PM

The quicker the process for your customer, the higher the chance they may visit your site again when they have an informational need.

Other questions to consider as you set up your forms:

What other information do you need to capture on the reg form, to make the lead usable for both you and the advertiser? This CFO form is very simple.

CFO simple reg 2016-05-23 at 4.08.43 PM

This one includes phone numbers, which I saw required on very few forms.  I wonder if they tested the form to see if that requirement impacted download rates.

CFO detail reg

Do you need a mailing address now? Or can a sales person ask for that data later, once the lead is captured?  That might improve response rates.

For existing customers, are there some demographics missing from their profile? Can you ask for one piece of it when they make a download?

Can you test the questions asked on reg forms? Testing often shows there is a balance of the amount of information collected and the value of the “free” download.

I think that you are limited in your form creation by your front end and back end systems, time to create and manage them, and your imagination.  This process is changing dramatically, driven by both user whims and advertiser demands. The fluctuations may decrease with in a year, but right now I think it’s a bit of the Wild West.  Testing, tracking, changing, test again.

The journey continues.

C

Yes, I am a Consultant. And a Business Owner.

I have been a consultant for 18 years. Long enough to know some people roll their eyes, think I only work 2 hours a day, or can make my own schedule around my favorite TV shows. Wrong!

I am a business owner whose clients depend on me to achieve our set-upon goals.   If I didn’t work diligently, honestly, and flexibly, I would not have some clients for 10+ years. Yes, still take the time to search out new and exciting projects.

As an audience development/marketing/database management consultant (the role changes with the project) on a daily basis I have to:

  1. Get work done on schedule.
  2. Listen to my clients’ needs, sometimes helping them to articulate their goals.
  3. Regularly communicate project status and ideas to current clients. Also attend in-person and phone meetings.
  4. Be vigilant to make sure that my customers respond to emails and phone calls, so projects don’t stall.
  5. Know a variety of vendors my clients can work with—email providers, telemarketing, database management, email, auditing firms, copy writers, others I can partner with on certain projects.
  6. Stay involved in the marketing industry by reading, attending events, and doing.
  7. Have experience working with different social media platforms.
  8. Keep abreast of changing rules impacting outbound and inbound marketing emails ie. CAN-SPAM laws , telemarketing, BPA, USPS with regards to mailing periodicals.

Plus, there is ongoing work to do to keep my business running:

  1. Have trusted professionals who help me with design work, accounting, legal, and financial issues.
  2. Seek out new prospects, put together proposals as requested. Revise pricing for current clients as projects change.
  3. Keep my blog updated, to communicate my business knowledge and perspective to clients and prospects.
  4. Keep up with billing, processing payments.
  5. Handle marketing, create a new logo and website.

Every year I think I learn to run my business more effectively. This year, for the first time, I have followed the lead of successful business owners and set aside weekly time on my calendar to focus on growing and honing my business. It’s too easy to spend all day on project work, not focusing on the business. This set-aside time has made me more efficient, given me some new ideas to try this year.

The balance of client-related work vs. running the business is delicate, yet important to manage. So yes, I am a consultant. And a successful business owner.  And proud of both.

The journey continues.

C