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During our second 30-Minute Marketing Cardio Webinar on April 29th, members of the MadAveGroup team provided ideas on how you can prepare now for the post-pandemic world.
“Take this time to get to know your customers and understand them,” she said. “Companies that leverage customer insights outperform their [competitors] by 85%.”
How can you learn more about the people who buy from you? A few of April’s ideas:
• Talk with your frontline employees about the questions your customers ask and the needs or problems they express.
• Listen to your customers on your social channels and third-party sites like Yelp.
• Consider surveying your customers.
• Use the customer data you already have - demographics, buying habits, communication preferences, Google analytics, etc. - to segment your buyers and provide better customer experiences.
Once you’ve compiled this information, review it for improvement opportunities. Is there a gap or weakness in your customers’ buying journey? Do they want more options, products or services from your company? Are your policies or processes frustrating?
You can also use the data you collect to create personas - representations of your audience defined by human characteristics, such as age, income, job type and interests. What challenges do those personas face? Who or what influences their buying decisions?
Once you’ve established personas, you’ll know how to create targeted messaging and promotions for your actual customers who fall under each persona. And targeted content is more likely to convert.
MadAveGroup CEO Jerry Brown kicked off the session with an alliterative list, asking these high-level questions and urging attendees to think about their brands in a post-coronavirus marketplace.
- Position: What was your position before the pandemic? What is it now? What will it be next year?
- Perspective: What is your company’s perspective? Has the pandemic changed it?
- Perception: What perception did your employees and customers have of your company? Has your response to COVID-19 changed it?
- Purpose: What is your company’s purpose? Does it need to evolve?
- Plan: What is your company’s plan for bouncing back?
- Projects: What new projects do you need to implement?
- Priority: Which of those projects should take priority?
- Preparation: Are you prepared to execute those projects and other plans for moving forward?
During our first of four webinars - 30-Minute Marketing Cardio with MadAveGroup - Digital Marketing Strategist Nathan Steinmetz provided these suggestions on how to tweak your company’s online presence during the COVID-19 outbreak.
If your business is open:
• Make sure you’re letting visitors know as soon as they reach your website.
• Prioritize crisis-related information by positioning it at the top of your homepage or as a banner on every page of your site.
• Link from that homepage messaging or the banner to a detailed page of information about your hours of operation, especially if they’re different than normal.
• Be very clear about the precautions you’re taking to protect your customers and employees during this crisis.
• Let customers know if your products and/or services are limited during this time.
• Describe any alternatives to visiting your location: home delivery, curbside pick-up, etc.
If you’re temporarily closed:
• Communicate the details so your customers don’t get frustrated trying to call or visit you.
• Provide details on how customers can reach you through alternative channels or in the event of an emergency.
Nathan says, “We’re seeing quite a bit of traffic to these COVID-19 pages, but many companies aren’t taking full advantage of them. Make sure to optimize your page with clear information about what’s going on with your business.”
And he offers this great idea: “One way to utilize this type of page is to add a form that collects email addresses of the people who want to be notified as soon as your business opens.”
• Update the other online resources that feature your company’s hours, including Google My Business, Facebook and Yelp.
• With so many people at home, traffic and engagement on social media sites are increasing. Take advantage of the growing exposure by continuing to post relevant content.
• On your Facebook and Twitter pages, pin a post with your most important pandemic-related information to the top of your feed. Many people are going directly to company social pages looking for current information. They’ll appreciate that your info is at the top of the page.
• People are sharing stories of how they’re coping with this crisis. Share your company’s story, too. Let your audience know how you’re adjusting for their sake and what you’re doing to make the situation easier for them.
• Many businesses are pausing their advertising during the crisis, which means media is now more affordable. Couple that with the larger captive audience quarantined at home and you may find that this is an ideal time to advertise.
My dog got sprayed by a skunk last night.
I let Gidget out at 10:15. My wife Amy let her in about five minutes later.
Within seconds, Amy was shouting, “Oh no! OH NO!”
Yep, Gidge was covered in the not-so-subtle smell of skunk. We got her cleaned up easily enough, though, thanks to solid advice from the AKC website.
Later, it occurred to me that - despite the negative experience we’d just had - skunks are mighty cute. Look at that little guy in the picture above. If not for his troublesome anal scent glands, he'd be downright lovable.
And that got me wondering, as I often do post-skunk-attack: Is there something offensive about your company that’s preventing people from loving (or buying from) you?
For instance, does your industry suffer from trust issues? Or maybe your firm has struggled with a public relations problem recently.
I would imagine skunks don’t know that they drive people away, and they’re probably immune to their own tear-inducing mist. You could be just as unaware about a reputation problem your business has, or even personally unaffected by it. (You never did have a problem with dirty restrooms.)
Your company may be attractive to customers for many reasons, but others might be repelled by your “stink” - whatever form it may take.
Can you use any coronavirus downtime you have right now to address possible issues?
A few thoughts to consider.
Read your reviews. People who comment about your business on Google, Yelp and anywhere else are doing you a favor, even if their posts are negative. They're bringing problems to your attention, so don’t ignore or dismiss their input.
Address any issues politely and with an appreciative tone. And remember, when you see a pattern of complaints about a specific issue, that’s not a coincidence. That’s a red flag that's worthy of your quick attention.
Re-position the problem. Help people see the bright side or even the value in a perceived negative.
An example: if your restaurant is far off the beaten path, encourage customers to celebrate the getaway they’ll enjoy when they drive to your establishment. Promote the sights and shops along the way or urge them to turn the trip into an overnight vacation by partnering with a local hotel or B&B.
Ask for feedback. Has a potential client turned down your proposal in favor of a competitor’s? If so, don’t just slink away from the relationship. Respectfully ask your contacts why they didn’t choose you. Let them know you value their opinions. Ask them to be specific and, yes, brutally honest.
And, again, look for any patterns that may develop. If the last three people you've presented to turn you down for the same reasons, they’ve identified your legitimate weaknesses for you. Embrace that feedback and use it to get better.
Start a conversation. Are too many people walking out of your store empty-handed? Have an employee with strong communication skills stand by the door. When she sees that a visitor hasn’t made a purchase, she can ask, “What couldn’t you find today?”
If the shopper identifies an item that you do, in fact, carry, your employee can lead the shopper back into the store to help find the item. If the shopper didn't buy because she was "just looking for inspiration,” your employee can hand the shopper a catalog or suggest that she sign up for your weekly emails that are "filled with great ideas."
A few months ago, I read a blog post targeted at people who work in radio. The writer focused on how the listening audience's options had evolved in recent years and that people no longer rely on radio as much as they once did.
So, he urged, it was time for the medium to adapt.
As a former radio guy myself, I know it used to be quite common for DJs to ignore incoming phone calls from listeners. They'd let the request line ring because there were too many other things to do while on the air or because, frankly, they didn't want to make the effort to talk with callers.
But now that radio has lost audience share to podcasts, audio books and streaming music services, each listener has become even more important.
The writer of the blog post suggested that instead of ignoring the phone or quickly dismissing callers in order to move onto another task, today's DJs should embrace the opportunity to communicate with the people who keep them in business. They should take the time to ask questions of their listeners, find out which types of music they prefer, learn how they like to spend their free time.
In other words, the DJs should connect with their audience on a personal level and strengthen those "customer" relationships in a way that music apps and satellite feeds can't.
Your business - and how consumers rely on you - may be changing, too.
Due to COVID-19, customers might be locked out of your store right now. Maybe they won't be able to enjoy a meal in your restaurant for the foreseeable future. As a result, they might look for temporary alternatives. Or, they might realize they can do without you.
Yes, the marketplace has shifted dramatically in only a matter of weeks, but with that shift comes an opportunity for positive change.
How will you adapt?
Will you dare brush off a customer (or even a potential customer) ever again or tolerate employees who do? Or will you re-asses your commitment to customer service and provide the consistent training every staff needs?
Or, better yet, can you choose to think of this fracture in your company's timeline as a beginning? Could you seize this opportunity to build a new foundation, one that would support the type of business you've always wanted to run? A company that exists to provide the ideal customer experience? A group of people that inspires loyalty from its employees and buyers? An organization that's the envy of others in your industry?
This is a chance to start over - to whatever extent you want.
What will you do with that chance?
Companies always need problem solvers - people who can react effectively to tough, unusual or unexpected situations; people who can adapt to changing conditions.
So, if you're a college student who's graduating soon or you're someone who's already working but considering a job change, think strategically now about your response to the pandemic. Then, you'll be prepared for questions like these:
- How did you make the most of your last few months at school, despite the interruption to classes? What did you do to continue your education or build your professional network?
- Did you come up with any ideas to help your current company respond to specific challenges during the outbreak?
- How did you invest your time while quarantined? Which skills did you develop? Did you take on any pro bono or passion projects?
- Can you provide examples of how you demonstrated leadership? Ingenuity? Courage?
- What did you do to help others in your workplace? Your neighborhood?
In other words, how did you make the best of this tough, unusual, unexpected situation?
Your answer to that question could go a long way toward proving your unique value as a problem solver.
I ordered some take-out from Waffle House yesterday because 1) I love Waffle House and 2) Did I mention I love Waffle House?
When I walked in, I noticed that the place was spotless!
I asked the waitress how many people had been in that day. “You’re the third,” she said.
The restaurant was immaculate because the waitress had time she wouldn’t normally have to dedicate to deep cleaning.
In a previous post, we encouraged you to look for opportunities to reach out to those affected by the COVID-19 outbreak. Now may also be the perfect time to look inward to strengthen your company.
If you spent your pre-pandemic workdays serving customers, it’s understandable that you and your staff may have neglected your brand’s needs over the years. But the government-mandated closings and social distancing that have temporarily driven away customers also allow you the chance to re-train your staff, bring in experts to sharpen their skills, and elevate your commitment to an exceptional buying experience by defining your expectations of employees.
A few more suggestions...
Consider your brand. How might you need to tweak or refresh it for a post-corona world? Use this time to create a proper marketing calendar, re-design or punch up your website, write and schedule blog content with a strong perspective, or think of how you might use video more effectively. (We can help you with all of those.)
Conduct an audit of your operations, re-evaluate your vendors and supply chain, or consider the efficiency of your building’s floorplan.
Increase your recruiting efforts. There could be a lot of people looking for work or a new direction in the wake of COVID-19. Put in the effort now to get your company firing on all cylinders and it’ll be a more attractive option for top talent.
Prepare to tell your story. Once this is all over, use your marketing content to let customers, prospects and potential hires know how this moment in time made you better, leaner, smarter and ready to take on future challenges.
Investing in your own brand right now - while you have the time - could pay huge dividends once the coronavirus blows over. Embrace this temporary slowdown as a chance to get your own (Waffle) house in order.
Yes, COVID-19 is affecting the walk-in traffic of many brick-and-mortar businesses, but you can adjust your online strategy and content to limit the pandemic's effect on your digital marketing.
Check out these tips from MadAveGroup’s Digital Marketing Strategist Nathan Steinmetz.
• If necessary, update your business hours on all your social pages.
• If you’ve canceled or postponed events or appointments, let your followers know how and when you’ll be re-scheduling.
• Double-check your scheduled posts and paid social ads to make sure their tone is still appropriate. A fun post promoting St. Patrick’s Day, for instance, may not be the best idea right now.
• Share the steps your business is taking to keep your staff and customers safe. Highlight any actions that are different from those listed by other companies.
• Consider using social media to urge your followers to support your community. Provide links to fundraisers, promote local businesses that are still open, etc.
• Email your clients, prospects, staff and subscribers with information on your updated hours, closings, cancellations and how to re-schedule appointments.
• Are some or all your employees working from home? Alert your customers in advance if there’s a chance of communication delays or a reduction in the quality of the service you provide. Re-establish your buyers’ expectations before problems arise related to your staff's telecommuting.
• Add a page that includes details on any changes to your business: new hours, closings and cancellations, the extra precautions you’re taking, etc. Then, add a banner to your most popular pages to direct visitors to that new coronavirus information.
• Create blog posts on how your business is making a difference during the crisis. Showcase how you’re helping others and the unique solutions you’ve developed to serve your customers.
• If necessary, update your Google My Business pages and any other local listings pages to show your adjusted hours.
• Use Google My Business messaging to share information related to closings, adjusted hours, re-scheduling appointments, etc.
All Digital Advertising
• Re-evaluate any ads you’re running. Make sure the copy and tone are appropriate, considering the current climate.
• Depending on your company’s financial situation, consider increasing, decreasing or pausing current ad campaigns until the crisis is over.
• Virtually everyone’s routine has been disrupted and will continue to be for many weeks. Consider how this new reality will affect people’s online behaviors and motivations. For example:
- Many people will be home without as much to do, so they may be spending more time online.
- Those same people may be using mobile devices from home, rather than the desktop computer they use at work. Is your site mobile-friendly?
- Certain people trying to be even more productive while working at home may tackle projects they haven’t previously had time for. Do they need your products, software, online lessons or other services?
- Similarly, businesses experiencing a slow-down may be able to dedicate time to projects they’ve put off in the past and may now need your expertise.
“There is always a little bit of heaven in a disaster area.”
If you’re a fan of the 1970 concert film Woodstock, you may remember that quote from Wavy Gravy, one of the event’s stage announcers.
I was reminded of the line after reading about a Michigan restaurant that’s offering free boxed lunches to kids whose schools have closed due to coronavirus.
And I’m absolutely certain I’ll see many more stories like it in the weeks to come.
Because that’s what Americans do.
As politically divided as we are, as enraged as we become when we’re cut off in traffic, as petty as we can be in response to an opposing point of view on Facebook, we step up when our neighbors need help.
But this thing that’s going around now - this may be different.
It’s not an earthquake or hurricane that affects a small portion of the country. It’s not a workplace shooting that devastates “only” one town. This thing may touch all of us. Or get close, anyway.
And given that “social distancing” is the best protection we’ve got right now, it’s understandable that our first reaction might be to run from each other.
But, as is so often the case, this moment in time is an opportunity to come together. The only question is "how?"
It may start with identifying a need in your own neighborhood or town, just as the folks at that Michigan restaurant did.
So, stay open to the ways you can make a difference; how you and your company can help, not for the profit of it, but because you’re a member of the human community.
Coronavirus may fizzle out as quickly as it came, or it may prove to be a serious concern for decades. We don’t know right now. But we do know we need people with ideas and companies with resources to provide that little bit of heaven during this disaster.
The bread truck I followed for a few miles today was filthy.
I get it - just because the picture of the bread on the truck was covered in road grime doesn’t mean the bread inside the truck was. But the dirty truck did nothing to inspire confidence in the product.
And it certainly didn’t present the bread in the best possible light. It’s hard for bread to look delicious, after all, when it’s veiled in a thick layer of crud.
Yes, it’s an effort to wash a fleet of trucks, but when they also serve as giant mobile billboards for your product, the trucks should be clean. That's because they’re more than just delivery vehicles - they’re representations of your brand. They say something about you and your attention to detail and how much you care.
The same goes for the people who wear your company’s uniform or talk with customers via your company’s phones.
Look for the opportunities. Invest in the training. Improve the interaction. Create the better experience.
Wash the truck.
It’s the season of gift-giving, but we have a client that gives gifts nearly every day of the year.
Grand Home Furnishings is a 19-store furniture and mattress retailer with locations in Virginia, West Virginia and Tennessee.
Since 1953, they’ve given a free 8-ounce glass bottle of Coke to everyone who walks through their doors.
It started as a nice gesture; a way to thank people for coming to the opening of their new location. But the gift was so well-received by the thousands of people who stopped in that first weekend that management decided to hand out free Coke every day at every store.
Now, Grand Home Furnishings gives away more than 1,300,000 bottles each year!
You might think that represents a huge expense, but the people at Grand Home Furnishings don’t. To them it’s a worthwhile investment.
- It’s a tangible way to say “welcome.”
- It’s the daily perpetuation of a charming seven-decade tradition.
- It’s an easy way to put a smile on a visitor’s face and maybe even begin a long-term relationship.
- It’s a unique branding tool that helps the company stand out, not just among their direct competitors, but among all stores in the markets they serve.
And if those positives lead to a sale - or many sales over the years - then the modest cost per bottle is a small price to pay for the acquisition of a customer.
Here’s what Grand’s founder George Cartledge, Sr. said about the ongoing giveaway. "Let me emphasize how important it is to give out Cokes with enthusiasm and a smile. Don't ask customers if they want a Coke; greet them and hand them a Coke when they walk in. It puts them at ease. Our image has been created by the Cokes we give away.”
Mr. Cartledge continued, “Remember, when a customer walks in our door, they are doing us a favor and we should treat them special. Of all the things we do, handing out Cokes is one of the most important. It is the best advertising we can get."
“It's no different than when someone comes into your home,” said Grand’s Director of Advertising, Mike Virok. “You offer them something to drink.”
In the spirit of appreciation, what can you give to the people who come to your store or visit you online?
Sure, you could hand out promotional items that relate to your main service. Or you might partner with a neighboring or complementary company to promote their brand by sharing samples of their products with your customers while they do the same for you.
You don’t need to give a physical item, though. Could you provide easy, free access to your new research on every page of your website? Maybe a no-charge review, check-up or audit? Or are you willing to offer a commitment as human and meaningful as eye contact, a handshake, and your undivided attention?