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Secrets of solving the customer’s problem

August 28, 2014 by Rosemary

The plumber told me I needed a drywall guy.

Then the drywall guy said he couldn’t remove the garage ceiling without the HVAC guy moving the ductwork.

HVAC guy noticed that the rat had chewed through some electrical wiring. Time to call the electrician.

Pest control guy came in and killed the rat.

You know who my hero is in this story?

Yes.

Pest control guy.

As a business owner, I work extremely hard to read between the lines when I’m talking to a new customer (or a potential customer). I want to be the rat-killer hero.

variety of contractor action figures

Listen First

“To a guy with a hammer, everything looks like a nail.” Mark Twain

It’s tempting to fall back to your favorite solution every time a new customer approaches. However, if you want to be successful in the long term, you have to hear what the customer is telling you.

In my example above (true story), I wasn’t telling any of those contractors that I needed new drywall, revamped HVAC system, or rerouted electrical wiring. Yet that’s what was recommended to me in each case. I looked exactly like a nail.

An entrepreneur with staying power will be comfortable referring business to others, coming up with a tailored plan of action, or simply refusing business if the customer isn’t a good fit.

Make Sure You Have Many Perspectives

Nurture diversity of thought on your team. Assemble colleagues who will bring different experiences to the team, so that when a new customer comes in the door, you can offer a well-seasoned approach.

Solving the customer’s problem often requires putting yourself in his/her shoes. It’s much easier to do that if you have surrounded yourself with creative thinkers, and people from different backgrounds.

Help Them Even if You Can’t Help Them

Occasionally, a potential customer will require services you simply don’t offer. Rather than trying to “sell” them, offer to help them find a partner that will be a good fit. You will earn trust and gratitude, and build the foundation of a great business reputation.

Offer to help, even when there’s no obvious benefit on your part. That’s how you build “whuffie,” as described in Tara Hunt’s book, The Whuffie Factor. She says, “Individuals understand how to build Whuffie because every relationship is important to them – especially when they are starting out..”

In your next conversation with a customer or potential customer, stop selling drywall and start looking for the rat.

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Photo Credit: JD Hancock via Compfight cc

Filed Under: Marketing, Successful Blog Tagged With: bc, customer-service, marketing, sales

Stop Calling it Content

August 21, 2014 by Rosemary

It’s official. The push for “content” has pervaded society so completely that I had this actual conversation with my 10 year old the other day:

10 Yr Old: “Mom, no-one is visiting my website.”
Me: “I visited it just yesterday.”
10 Yr Old: “I think I need to make more content.”

Boom. Throw down the microphone and walk off stage.

assembly line

There has been a robust conversation surrounding the sheer amount of “content” debris (go read Mark Schaefer’s original Content Shock post), but I think the larger issue has to do with the attitude of the “content” creator.

I propose that we just stop calling it “content,” and whip out some Barron’s vocabulary words to describe what we’re doing instead.

  • Research paper
  • Investigative journalism
  • Marketing video
  • Customer photos
  • Online brochure or catalog
  • Case studies
  • Interviews
  • Company news item

See where I’m going with this?

One result will be that we ourselves recognize when we’re writing sales copy vs telling a story. If you call it “content,” it could be anything.

If you call it what it is, maybe it shifts your point of view as a creator. You are no longer a robot on the assembly line, you are an artist, a designer, a writer.

It’s the difference between mass-produced frozen fish sticks and fresh-caught grilled trout.

Your homework today, should you choose to accept it, is to go through your marketing plan, campaign strategy, and/or social media plan and highlight everywhere it says “content.” Replace that word with phrases and words that mean something to your customers.

Are you content with “content?”

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Photo Credit: jamesjyu via Compfight cc

Filed Under: Content, Marketing /Sales / Social Media, Successful Blog, Writing Tagged With: bc, content marketing, copywriting

Proven Ways to Make People Read Your Content

August 19, 2014 by Rosemary

By Katherine Crayon

You have created the blog of your dreams. You regularly update it with valuable content. Everything is perfect. Except…

Except the readers don’t come.

Cat typing on laptop

No comments, only a handful of shares and tweets — and that’s all. What went wrong? Think you need to perfect your writing skills? Actually, it’s not about the way you write. It’s all about the way you promote your content.

The web is flooded with thousands of recommendations on how to attract users to your website.

It’s important.
It matters.

The Internet was created to let you share your thoughts with millions of other people — it’s meaningless if they don’t read them. That’s why today we’ll concentrate on the ways to get people to actually read your content.

If you think that stuffing your posts with keywords and optimizing them for search engines will draw armies of followers to your resource, you are mistaken. Your blog will undoubtedly rank higher in search results, but will people come back?

The way people perceive your blog posts should be your highest concern. Combine catchy writing, impressive design and some basic ways of promoting content (described in this article).

Success will follow.

Written vs Visual Content

There is a general misconception that people ignore online content. They do read it. However, the way they perceive online data has changed a lot. Content marketing has generally revolved around written data, though more recently, visual content has greater appeal.

Modern users prefer skimming to reading. In order to make them actually read your post, you have to grab their attention (with a relevant image, video, infographic, etc.).

Statistics show that blog posts featuring at least one image are more popular among web users, which results in more shares.

Relevance

Will you read a post on a topic you’re not interested in? Most likely, you will scan the article and leave. As a rule, people surf the web searching for content that meets the basic criteria of relevance:

  • Publish content that coincides with the current time and season. For instance, will you read about Christmas on July 4th? Do you find it relevant posting about winter vacations in summer? Relevance has its own chronological order.
  • Consider your readers. You will hardly be able to attract artistic people to a chemistry blog. Each web resource has its own audience. Working on your blog, think about the target user who will most likely enjoy your content. Specializing on something particular will help you look like a pro and build trust with ease.

Skimming

Users will scan your posts first to decide whether the content before them is relevant. If they come up with some points that look relevant, people will likely stay and read the entire post word-by-word. How to organize content in such a way that users will easily find exactly what they need?

Here are several points to consider:

  • Headlines are the first thing people will pay attention to. The more relevant and to the point they sound, the more likely it is that readers will come — and stay.
  • Subheads help give users a quick overview of the things you discuss in the post. Once again, if they find these relevant, chances are they will read till the end.
  • Text formatting helps to highlight the content you want to draw skimmers’ eye to. Remember that highlighting too much content in bold or italics will equal highlighting nothing. Put emphasis on the key points so that users will quickly pick them out.
  • If skimmers find your headlines and subheads relevant, they will move to bullet points and numbered lists that will help them with decision-making.

Let People Choose

Readers’ tastes differ, so if you want them to keep returning to your blog, you should provide them with several forms of content to choose from.

We have already found out that people are more attracted by visual rather than written data. However, there are many web users who prefer reading detailed posts word-by-word, without missing a single thought.

Try to publish different forms of content through multiple channels and see what works best. Diversify your content marketing with images, videos, and infographics to let people choose what they want. And don’t forget to make all of your content look good no matter what device is used.

Post Regularly

Publishing content on a regular basis will make people come back. Though it requires significant and sustained effort, this is a proven way to build up a following. Whether you are posting 10 articles a day, three posts a week or simply update your blog with something new once a month, doing this consistently will increase traffic to your blog.

Leverage Social Media

With so many users learning about the latest news and valuable information in social media, including ‘Share on Facebook’ and ‘Tweet This’ buttons will make it much easier for your readers to spread posts online and draw new visitors to your blog. The easier you make sharing data, the more likely people are to do so.

It doesn’t require much time and effort to add social share buttons to your site. Make this one-time investment and you will reap great rewards.

Communication

Communication always matters. Make sure you respond to all of the comments left on your blog. Your readers put an effort into leaving their feedback under your post, so don’t miss an opportunity to show how much you value this. Communicating with people on your blog, leaving comments on other web resources, as well as participating in discussions on social media platforms – all this combined will show how much you care.

Final Words

When it comes to content marketing, always write with personality.

Engage your readers by sharing interesting posts on a regular basis and starting a debate online. Keep the writing short and sweet, and never forget to refresh it with some relevant photo or video content.

Are you an experienced blogger or just plan to start your web resource? Which of the aforementioned techniques do your find effective? Maybe you know some other proven ways of how to blog effectively. Share with us in the comments below.

Author’s Bio:Katherine Crayon is a copywriter with a fresh voice, reporting on tech news and all aspects of the web design industry. Meet her in person on Google+.

Photo Credit: atomicshark via Compfight cc

Filed Under: Content, Successful Blog, Writing Tagged With: bc, blogging, content marketing, Writing

Are you an entrepreneur?

August 15, 2014 by Rosemary

By Robyn Tippins

Over the past twenty years, I’ve run several businesses and I’ve found that not everyone is cut out to be an entrepreneur. And, even the strongest business owners have seasons when they should not be running the show.

open sign

Here are a few ways to tell if you are ready to be your own boss.

Motivated

When you are the boss, there is no one to tell you what to do, which can be both a positive and a negative. While it’s wonderful to pilot your own destiny, it can also be terrifying. You have to decide, each day, what tasks get your attention. It involves constantly asking yourself to prioritize your day, focusing on activities that move you forward towards your goals.

I run a content marketing agency, and I use Asana to manage my projects and tasks, and to delegate work to my staff. Basecamp, TeamworkPM and others are equally useful. You just have to give rigorous attention to planning and prioritization.

At Peace

There are some times in your life that being a business owner is not the right path.

In my own life, there were seasons that I decided employment was a better choice, and I don’t regret that decision. If your life is already out of control, adding the strain of managing a business is unwise.

A friend of mine is in the middle of selling her business because she had a stroke.

Another friend of mine has decided to take a season off for medical reasons. And I know 3 people who are getting out of their businesses because one is pregnant, one is divorcing and one has cancer. Running a business is at times heartbreaking, infuriating, terrifying and exciting – none of these are conducive to healing.

Willing

An entrepreneur has to do a variety of tasks, some glamorous and some not. If you are too good to perform the gritty work, this life is not for you. In the course of a day, I may bill for work that exceeds $200/hr and then go from that strategy based task, on to an execution task that bills at $20/hr. As you grow, you can hire for some of this, but in growth mode, the boss does that work.

You’ll also work long hours some days, and that can’t be a problem. I just made plans for a late evening meeting tonight (boo!) because we have clients with offices in Australia and Canada, so time zones were working against us. Three times this week I’ve worked past 7pm, either redesigning a website or writing a last minute press release. The hours can be long, but at least I have the flexibility to work them where I choose.

Vision

Not every business has to change the world, but your vision should be exciting enough to change your world. Whether you are building a lifestyle business or a business that will crush the giants, your vision will make or break it. Use this vision to inspire the troops, create your goals and make the hard decisions.

You have to look at the bad and weigh them against the positives. This lifestyle can be great. You are granted incredible flexibility and, if you try very hard, you can achieve a wonderful work/life balance. Your business can impact your local economy through both tax revenue and job creation. Beyond that, there is the potential to not only pay your own salary, but to build significant profits as you grow.

Are you an entrepreneur? Share your business and your elevator pitch in the comments below.

Author’s Bio:Robyn Tippins is Co-Founder and CEO of Mariposa Interactive. She has been managing online communities for 17 years, and her book, Community 101, is a primer on online community management. You can follow Robyn on Twitter via @duzins.

Filed Under: management, Personal Development, Successful Blog Tagged With: bc, entrepreneurship

How To Over-Deliver by Setting Expectations

August 14, 2014 by Rosemary

When I was about 13, my family went on a camping trip. Canoeing, roasting marshmallows, and hiking were on the agenda.

Allegany State Park

“Hiking” as a concept is not generally something a teenager will be keen on.

In my case, I was definitely more of a “find a shady tree to read under” type of teenager.

The rest of the family wanted to do this hike, so they told me it was “just a short walk, no big deal.”

By mile 5, I was aware I had been bamboozled. (Turns out it’s about a 6 mile hike.)

You really don’t want to hike several miles with an irate teenager. I proceeded to make the rest of the day miserable for everyone, because my expectations had been thwarted.

Whenever you’re dealing with your customers, vendors, business partners, and employees, it’s all about setting expectations up front.

  • Is your service going to lift my revenue by 10% in one year?
  • Is the meeting going to last 15 minutes?
  • Are you going to send me 2 customers a month in referrals?

Whatever stake you put in the ground at the outset is going to determine whether the other party feels the relationship was successful.

The people who bungle this rule the most are sales people.

“No, termites aren’t a problem around here.”
“Sure, the software has that feature!”
“My workshop will change your life.”

Over-promising and under-delivering are a two-headed monster.

So how does a successful entrepreneur stop himself/herself from getting carried away?

  • Be specific in your claims
  • Back it up with real customer stories
  • Have a documented process
  • Connect the sales team with the development and customer service teams
  • If you’re talking with a prospect, paint a realistic picture of how your relationship will work
  • When you’re talking numbers, be aggressive but not dishonest. Don’t promise that you’ll get them the top slot on Page 1 of Google search results.
  • Ask your customer what their expectations are, right at the outset.

And don’t ever take your teenagers camping.

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Filed Under: Marketing, SOB Business, Successful Blog Tagged With: bc, customer-service, marketing, sales

What is Your Customer Buying?

August 12, 2014 by Rosemary

By Lisa D. Jenkins

Every brand or business is selling something.

When we create social media profiles, curate content and provide customer service, we do it hoping current and prospective customers will buy from us or tell their friends about us.

What are you selling?

Answering is marginally (but not entirely) easier for those of us who sell concrete products. At the most basic level, Nordstrom sells things to wear. Whole Foods sells things to eat. FAO Schwarz sells things to play with.

For those of us who sell intangibles, it’s harder to define because what we sell is less about the product or service and more about the experience.

The question then becomes not “What are you selling?” but “What is your customer buying?” Once you understand things from your customer’s side of the table, it’s easier to market to them.

What might that look like?

The local mechanic sells oil changes. The customer isn’t buying an oil change, they’re buying the peace of mind that comes with knowing their transportation will continue to get them where they need to be. Market the peace of mind.

Consultants sell their reputation. The customer isn’t buying reputation, they’re buying knowledge they don’t possess so they can be more successful. Market the knowledge.

Banks and credit unions sell mobile check deposit. The customer isn’t buying mobile check deposit, they’re buying the time they would’ve spent waiting in line and using it for business meetings or kindergarten graduations. Market the time.

Visitor bureaus sell destinations. The customer isn’t buying a destination, they’re buying memories that will bind them to others for the rest of their lives. Market the memories.

What you’re selling isn’t necessarily what your customer is buying, but the two aren’t and shouldn’t be mutually exclusive.

It’s time to sit on the other side of the table. Consider things from your customer’s perspective.

What is your customer really buying?

Author’s Bio: Lisa D. Jenkins is a Public Relations professional specializing in Social and Digital Communications for businesses. She has over a decade of experience and work most often with destination organizations or businesses in the travel and tourism industry in the Pacific Northwest. Connect with her on Google+

Filed Under: Marketing, Successful Blog Tagged With: bc, marketing strategy, Selling

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