Category Archives: Marketing

Marketing is one the most important aspects of a business enterprise. Marketing encompasses the whole extent of advertising for the firm, establishing a good public relations for your company, finding the most effective pitch for your product and services as well as the logistics of the same in the market, locally and internationally.

Innovations of the information age have made marketing more bearable even for the inexperienced entrepreneur – if not totally easy. Having this fact in mind, the competition now is all about strategizing for your firm. Which sets of marketing plans will work best for you to gain the upper hand; you might ask? The skilled entrepreneur can discern this by the use scientific analysis of objective data and the use of his or her sheer instincts.

LocalMatters

Non-profit Sponsorships: When Donating Locally is better than the Bigger Cause

When small businesses open, local community groups, more often than not, look to them for donations. All of these non-profit organizations have worthwhile aims; but is there a way to choose which of these local community groups to provide sponsorship to?

To answer this question, if the local community provides the lot of your customers, then definitely, you should be associated with that group.

Here’s a short checklist of things to consider and questions to ask when deciding what organizations to support. The list is  going to make deciding for you much easier; and will also bring benefits to both parties.

  • Is it a local group? Supporting your local non-profit organizations is usually preferred rather than issuing donations to the umbrella group that handles them.
  • Will I make a difference? Remember that a two hundred dollar donation would mean more to a local women’s refuge rather than a local hospital. The donation to a local hospital would probably disappear into a million dollar profit and loss statement. On the other hand, a two hundred dollar donation to a local women’s shelter will go a long way as this can cover for food, shelter, and clothing for a person for a few days. Small amounts of time and money can make a bigger impact to smaller organizations rather than the big ones.
  • Can I include it in my business profile? Unfortunately, not everyone has the same views when it comes to what type of activities are done by the local groups in the community. Some people may have some prejudices about some group’s actions and cause. One thing to consider before putting a sponsorship of a local group as part of your business profile is to ask yourself if you would be proud for people to know that you’re sponsoring a certain cause.
  • Can I also give time and effort? Some organizations will benefit not from monetary donations, but from your time, skills, or products instead.

Categorise your Sponsorships

It would also be very helpful if you can split your local community sponsorship contributions into two categories: local and hyper-local.

Take a good look at your customer demographics and if a significant number of customers come from a certain geographic are, then you can consider supporting organizations within that community. You can group contributions under this as local.

Another situation is that when you have a few local futsal teams asking for your donations, then perhaps supporting the local futsal league would be the most beneficial. Contributions that fall under this category can be classified as hyper-local.

Be Practical

Another suggestion is that you put emotions aside first and treat sponsorships as business decisions. Personally, you can make any donation to your preferred organization anytime, but if your business will be involved, always make decisions based on the best interest of your business.

Be a Proud Contributor

There is no shame in letting everyone know that you’ve done the community some service. You can put up signs or include in your marketing materials that you’re a proud supporter of a certain community group. Furthermore, you can also put a link to their website on yours. And if you’re supporting an event, then make sure to get all the publicity and exposure that you can so that you can use this as leverage for your business.

 

 

 

 

 

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The Bad Customer Service Numbers Game

If you’re too busy welcoming new clients through the front door, and haven’t even noticed that some existing ones are slipping out the back; then definitely exceptional customer service skills will help you overcome this obstacle.

During business planning workshops I facilitate, I’ve always asked business owners if ever they’re too busy entertaining new or potential customers that they forget to provide exceptional service to retain existing clients. Quite a lot of them say ‘yes;’ and most of these business owners are also unable to identify who their most profitable clients are right away.

A leaky bucket is the best example for this situation. Let’s take two small business owners in the same industry. Let’s say both of them attract ten percent of new clients every year; which is not bad,  considering the business climate and the saturation of their industry.

Business Owner A is able to maintain ninety five percent of his customers, while the other five percent leave because of different reasons. Business Owner B , on the other hand, retains ninety percent of her clients, while the ten percent is lost due to fallouts.

These are very impressive figures, I might say; but after fourteen years in the business, Business Owner A was able to double his business size while Business Owner B stayed the same.

This is where the metaphor of the leaky bucket comes in. Business Owner B suffers from a ‘leaky bucket.’ It means that too many customers are slipping through the holes at the bottom. Most of her customers’ reason for fallout was her company’s poor customer service. What’s worse is that Business Owner B doesn’t even know it!

Research shows that a typical business doesn’t get feedback from about ninety-six percent of their unhappy customers. When it comes to ‘word of mouth,’  every customer complaint will reach twenty six other people with the same concern. What’s more is that these twenty six people will tell an average of nine to ten people each about how bad a company’s customer service is. Thirteen percent will tell more than twenty people about their horrendous experience.

This is how the numbers look like for businesses whose customer turnovers are due to poor customer service skills. Though the numbers might initially look good, there is always a bigger effect in the long run. But, it’s not all about bad news; because for every resolved complaint, customers tell five people about the experience, on the average. This is usually positive feedback.

Another example is that ninety five percent of complainers engage to do business with the company again compared to customers who don’t complain. This number now goes to the ninety-five percent customer retention if the complaint was dealt with quickly and efficiently.

Keeping your clients happy through exceptional customer service will plug the holes in your leaky bucket. Keeping your bucket leak-free will, of course, result to a more successful and sustainable business.

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Media Release 101

Free publicity has great and many benefits, and a media release is one of the best ways of doing it. Learn how to do it effectively.

Follow these simple steps in crafting your media release.

Look for your distinct advantage, and then sell them

You should be able to convey your distinct advantages in a brief, yet clear message. You are going to make it as interesting as possible. The message must contain something special to make it deem worthy the attention of the media.

There are various ways of doing these; you may tap the emotions of the journalists by tackling a human interest story that talks about struggles and success.  Or you could even utilise and time your media release with an upcoming event such as weddings, anniversaries and grand openings. Find a story that will really sell, and then make the most of your skills in selling it.

Objective

Your media release must have a clear objective. And that is not just to generate sales and profits but a genuine interest of helping people. Your media release must be something that is beneficial to a specific individual or the general public.

Impressive title

Come up with an attention-grabber headline to earn their attention indeed. A sloppy title might bore the journalist who received your media release and might not even have second thoughts of deleting it from his email without a single glance to its content.

Relevant content

There is nothing more important in writing than offering relevant content, because it is what the people want and deserve in the first place. Make your content interesting and compelling. Choose words and phrases that will earn their time to spend reading your media release. Fill it with relevant details and make it an interesting read. Establish a connection with the way you craft your words, make it more lively and engaging.

Use the correct format

Use the right template when you write your media release. You do not want to lose credibility over something that could have been perfectly prepared. Include all the relevant details usually required when writing a media release, and make sure not to forget one good detail. Keep your words at its minimum for an optimum impact.

Establish your database

You must have at least an extensive database to which you will be sending your media release. You already must have been able to make genuine connection with these people. Establish your expertise and along the way gain their respect. When you will be able to project to the media people that you could readily help them on areas of your expertise, in time, all your efforts will pay off handsomely.   Supply them with information; suggest a photo session or any other things to gain their goodwill.

Apply these simple and effective ways of writing your media release for a successful result.

Case-Studies

Organise Case Studies & Boost Your Profile

An impeccable case study that is well created and implemented will benefit your marketing efforts with favourable and desirable results. Here is how you should craft your case study in achieving your business goals.

Great case studies are patterned after positive testimonials from previous clients. It helps you create an image of professionalism and quality work of service. It also paves for you an avenue where you could greatly explain in details about all the competitive edge of your business. The following pointers will help in crafting a usable and effective case study.

1. Create a need

The first thing you should establish when you go about your case study is the kind of need you are capable of responding. You can do it by including all your past successful collaboration with clients who came to you with a dilemma that you were able to find a solution.  Your case study must specifically point out the need and its nature for clarity. Make it as simple and as specific as possible, covering only the details that your audience will be directly interested in.

2. Walk them through the process

Throw in some problems that your audience could readily identify with and then spontaneously come up with a series of answers and solutions. This way, you are already establishing your deep knowledge early on, thus giving an impression that you will certainly do a good job with the project they have in mind.

Lets also bear in mind that your customers could be busy and need to have this process as  simple as possible. Create a form they need to fill in – ask them a set of questions – this will give them the guidance they need.

3. Provide testimonials

Your case study must be a collection of all the testimonials of your previous clients. You should be able to establish the fact that all your previous clients were deeply satisfied with your work. You may personally approach your clients to generate a number of testimonials or you could outsource the interview phase for a more reliable, credible and unbiased results.

Use their quotes and spread them over your case study. Slowly, you are gaining the trust and confidence of your prospect which will eventually increase as time goes by. They will get the impression that you are the right person they are looking for and that you will satisfy them with your works’ results.

Finish your case study by supplying your contact details in case they will need your expertise.

How did you go? If you’ve attained some great results, let us know!

 

media-attention

Getting Media Attention for Public Relations

Getting a media coverage could cost so much money, but that does not have to be necessarily true with you. As long as you do it with utmost diligence, these 10 simple tips could help you garner good media coverage.

You already must have concluded by now how important media coverage is. And you already must have anticipated the fact that hiring a PR firm to do the PR works for you will require a huge amount of money. By following these 10 great ways, you will gain a pretty good media coverage without having to spend so much.

1.     Acquire the necessary skills and improve it to the level of great expertise to establish your authority in a given field. Associate with like-minded people within your industry and be a part of their activities to build up your much needed credibility.

2.     Be efficient in conveying your ideas – you should be able to have relevant and noteworthy ideas to share, and the necessary ability to convey those ideas exactly the way you want it to be understood.

3.     Gather ample information about your target audience – it helps if you have enough information about the people whom you intend to deliver your message to. This will give you an idea how to craft your message to make it more understandable.

4.     Utilise the power of the media – Have as many media resources as you can gather in delivering your message. Use its own power to reach out to your audience.  It is an advantage to have your own media directory.

5.     Reach out to the media – Initiate a working cooperation with the media. Regularly send your impeccable media releases. Do anything to secure collaboration with them. You might also find it helpful to write and send out articles.

6.     Photo opportunity – have the best of your photograph along with your media releases, or if you do not have one yet, you may ask them directly for a brief photograph session.

7.     Be consistently unrelenting with your efforts. Convince them that you are serious about your craft. However, do not overstate the obvious; do not push hard as you might offend their sensitivities.

8.     Always be ready for a spontaneous interview. You do not want to get caught off guard and make silly off-handed remarks as a result.

9.      Ready personal portfolio – journalists love it when they could readily gather as much information as possible, so always have it prepared, or have it posted in your website.

10.   Establish your proficiency in the given field.  Make possible efforts to build your reputation. Write e-books, make podcasts or anything else to establish your skill.

attitude

What Makes Exceptional, Exceptional? It’s all in the Attitude!

The goal of each business is to provide exceptional customer service; but do we really understand what  exceptional service really is?

There are two mindsets when it comes to how a certain business interacts with customers and the industry – one is a selling mindset and the other one is a service mindset. These two mindsets determine the personality of the business and how it is perceived not only by clients, but also by the entire industry.

The selling attitude is deeply rooted in the business’ goal of maintaining revenue and managing customer turnover. The sales mindset pretty much stems from every business’ direction of being profitable and sustainable. Moreover, adapting this mindset entails that every customer interaction should always start with a question of “What can I sell you today?” There’s nothing really wrong with adapting a selling mindset; but it all goes awry when the attitude itself becomes the only focal point of an organization. Getting sales as the only focus will lead the business on a downward spiral of short term solutions and short-lived results.

A service attitude, on the other hand, begins with the primal instinct of assisting others. With this type of mindset, there is an unquestionable interest in problem solving so that others can also achieve their goals and be successful. More importantly, having a customer service mindset dictates that the level of engagement demonstrates genuine commitment.

Below are some tips on how to demonstrate exceptional service to your customers.

  • Approach each new customer with questions like “How can I help” and “What challenges are you currently facing?” Showing unpretentious interest towards your customers, their businesses, and their challenges is a true demonstration of exceptional service.
  • Always remember to partner with your customers. Use partnering words like ‘we’ or ‘us’ in any communication. In whatever challenge the customers are facing, make them feel that you’re also in there, facing it with them.
  • Treat your customers’ businesses like it’s your own. A customer’s challenges are your challenges; and their success, your success. Always be ready to roll up your sleeves and get your hands dirty.
  • Put value add into your products of services.  Assure your customers that you can help them make a difference. If there are issues that you’re unsure of your ability to help, tell them honestly; but don’t forget to help them look for other ways and means to overcome those obstacles.
  • Champion your client’s goals. If you truly believe in your customer’s business, then you are a right match for each other. Having the same direction and championing each other’s cause provide a lot of motivating power and will generate results. If both your goals are contradicting, then there shouldn’t have been a partnership in the first place.
  • Sensible time management is also paramount. Always make sure to set clear project scopes,  job specifications, and time-keeping. Honor the value that your business brings to the relationship by making sure that you get what is appropriate for your efforts. Absolutely say ‘no’ to customers who won’t pay the set price for your services as they do not see what value you can provide their business.

Adapting a genuine customer service attitude allows you to exceed all expectations; without  having to follow any guidelines or rules in doing so.  It just shows how exceptional service is natural to your way of doing business. Taking time to listen, showing that you care, and demonstrating a willingness-to-help attitude will almost always win you faithful customers.

A selling mentality may well be good in achieving short term goals; but having a customer service  mindset most likely results to solid, long-term, and loyal partnerships; with tons of referrals to boot. Still, the decision is up to the business owner; you. If you want a big stream of customers of who you never hear from again, then focus on  a selling mentality. If you want customers who hang around for a long time, give you repeat work, and refers you to their own customers or colleagues, then we suggest putting focus on exceptional service.

PR

Investing in PR to Give you that Desired ROI

Public relations has always been misconceived as a marketing strategy that doesn’t generate tangible returns on investment; but unknown to almost everyone, this is exactly the opposite. It is now time to debunk the myth that public relations is more of an expense rather than an investment.

Most business owners believe that PR is all about changing and influencing others’ opinions. Hence, a common misconception borne from this belief is that public relations will take a lot of time to measure because its main objective is change in behavior. This in turn, has brought about another myth: PR will take even longer to show tangible results.

As a business owner, it is always important to get a return of investment for the time and money you spend in marketing and promoting your business. In running your business, it is always necessary  to know how much return you will get given an X amount of marketing expenditures.

Any marketing strategy doesn’t guarantee a return every time it is employed; but PR has one of the highest returns of investment. Moreover, public relations, more often than not,  generates more revenue than advertising. There are also numerous studies that have directly related public relations and  tangible returns on investment. The case study below is such an example.

A recent study published by the Institute for Public Relations measured PR against other forms of marketing. In this instance, they used a case study of a beverage brand. Data showed that for each dollar spent on television advertising, a dollar and ten cents were returned thru sales. On the other hand, trade advertising delivered a return of twice as much as television advertising. Finally, public relations returned eight dollars for every dollar invested. Public relations has, by far, the best results compared to the other marketing strategies. As a matter of fact, this beverage company credits four percent of their sales to their public relations strategy. Initially, the numbers may not look that impressive; but think of this on a scale of tens of millions of dollars.

These studies are common, and their findings almost the same. We are hoping that these figures will encourage business owners like you to take another look at how public relations can be used to maximize your return of investment. Moreover, we hope that, as a business owner, you also get to consider PR when evaluating your next marketing campaigns.

Don’t forget that studies show that effective public relations is a form of marketing that can positively affect all other marketing strategies. When positive and catchy news breaks out about a business, every other marketing tactic has proven to be more effective; therefore creating a beneficial ripple effect across all marketing efforts.

It truly is great that PR has the best return of investment in terms of sales, but it will also be advisable to look into the other advantages that it can bring to your business. There is always that opportunity to make your story known. There is also that opportunity to establish yourself as a credible source to gain more customers. You can even find that getting a high-profile, publicized reputation will get you to charge higher among the competition, regardless of the business environment.

pitch

Six Steps on how to Prepare Your Perfect Media Pitch

Here a quick guide on how to prepare that media pitch so that you can get that wanted attention from the media and generate some newsworthy information on your business.

1. Identifying your targeted Niche

In creating your media pitch it is always important to take the demographics of your ideal customer. Always put into consideration a potential customer’s age, income, location, and interests. The more honed down you are to your target audience, the better. Tailor-fitting your PR tactics make it more likely for you to spend less time and effort in getting a message across your target market.

One other important consideration is that you need to focus on what type of media your target niche actually read. Doing this would require a little bit of research on the part of the business owner. A younger target audience means that blogs and online news syndications would be more accessible to the group. Professional target audiences would prefer industry-specific magazines, business journals, websites, and publications. A much more mature target audience would prefer print, radio stations, or TV channels.

2. Analyzing your Target Media

Read issues, download podcasts, listen to radio broadcasts, or watch a few episodes of your targeted media. Moreover, take note of the names of contributors, writers, and journalists covering the topics that you can share your views on.

Taking a closer look at your target media allows you to get more clues on the material that would most interest media people and their readers, listeners, or viewers. The more practice you get in analyzing your preferred media, the easier it becomes to know what opportunities are available for you to capitalize on.

3. Thoughtfully Crafting Your Media Pitch

Write a short presentation that will present your news angle to the media. Make sure that you write it in a very concise and involving manner. Keep your pitch to fifteen seconds at the most. Facts show that this is the average time that a person gets to talk with a reporter over the phone.

4. Always Having your Facts Handy

If your short pitch catches a journalist’s attention, given the curious nature of their work,  they’ll phone you to ask further questions. Make sure that before you answer that call, you have your facts either printed out or are in front in your computer. Have all the facts that support your business and your news story. This is very important because these are the things that give credibility to your story. They can  also act as your cue cards if you suddenly experience a mental block during the interview itself.

5. Having More than One News Angle Ready

Don’t waste your time and the media person’s time by having just one news hook. Have a few stories or perspectives to suggest.

6. Taking note of the Proceedings as they Happen

Always have a piece of paper or a worksheet open in your computer while entertaining or making media calls. It would be your guide on what transpired during the call. Make sure to take note of what was discussed, real time. Moreover, it will be your main device when trying to recall details like what’s going to be the next step in the process, or even the place, date and time of your interview or TV show appearance. I’m pretty sure you don’t want to lose those.

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Attracting Publicity to Your Business

Success in attracting media attention is always dependent on a business owner’s ability to put themselves in the journalists’ and readers’ shoes. This recognition in publicity campaigns is something that businesses can leverage to get more customers and, ultimately, more sales; but how does one get securing publicity?

Being knowledgeable of The Industry’s Trends

If you can identify the main reasons that bring clients to your business, you can begin to create story angles that you can use to attract media attention.

As an example, if you had a sudden remarkable increase in sales, find out the reasons why. If you can pinpoint the reasons why there is sudden influx of customers, then you’ve found something newsworthy.

Potential customers might be seeking specific services or buying a particular type of product; as a business owner, find out why, and develop your material from there.

Innovations are Always Newsworthy

Innovative products or services are also newsworthy. If you have something new to introduce to the market, rather than letting the features and benefits go in one presentation, think of something that makes your innovation unique and create your news angle from there.

Remember to Appeal to your Niche

One example is a mobile dog grooming service that caters to show dogs. If this is your business, don’t simply advertise your service in the hope that it will stand out among the other dog grooming businesses. Instead, create a story about the certain pressures that dog-owners go through on a dog show.

Doing this will make you come across as an expert and readers in your targeted niche will make connections based on that. Taking on this perspective also allows you the chance to mention that a specialist like you can help alleviate this pressure from the dog-owners.

Involve yourself with Charitable Institutions

Being charitable is another news angle. The importance of engaging in charitable institutions is the authenticity of your involvement and commitment. You can approach your local paper to get some local coverage if you’ve donated. During the coverage itself, focus on providing stories about the charity and the work that they do; only mention the donation in passing.

Focus on Why your Product or Services Benefit Customers

Don’t focus on the features of your product or services. Instead, get publicity for customers who are doing something amazing with your product or service. Focus on why this product has helped them and not on how. You can also feature your customer’s achievements in an industry magazine, and always remember to keep the story focused on the customer. This will not only foster client relationships, but your product or service will also be shown in a way that will attract new customers.

Find and Leverage Existing Opportunities

The products and services that you offer aren’t necessarily unique. You might offer the same products and services as anyone in the industry; but this doesn’t mean that you can’t get media exposure. You can do some background research on the target audience and get in touch with media organizations and ask for upcoming features. You can also try placing products as a part of a wider feature or buyer’s guide.

mobile phone

A Phone Call Can Save the Day: A Story about Keeping in Touch with your Clients

There really are times when projects aren’t going that well, but keeping your clients informed  in spite of shortcomings or challenges, can save that treasured relationship and even boost business. One of the rules to providing exceptional customer service is keeping  in touch with your clients and how often.

Here’s an example of a project that almost ended in a complete disaster, but it was saved by a single phone call.

Bill was a new client; and he had contracted my services to promote an upcoming event. The project was halfway done as Bill had let go of the services of the first publicist, mid-way. Just by looking at the project timelines, objectives, deliverables, and goals, I realized that the planned event was difficult to sell to the media. The previous publicist wasn’t able to successfully do so; but still, I decided to give it a try.

In one of my meetings with Bill, he had complained about how my predecessor handled the project badly. Bill mentioned that she had badly laid-out media release plans, basic spelling and grammar errors, and never called him back. The last one made me cringe: “never called back.” When Bill mentioned this, I knew that from the tone of his voice, being consistently informed was his main concern. And yes, like Bill, being ignored is the thing that clients hate the most.

With this in mind, I made sure that I found out when Bill likes to be contacted and how. I gave him regular updates, whether him or I had anything much to say didn’t matter. These calls just lasted  just about three minutes each, two times a week. More importantly, if he called, I’ll make sure to call him back within the day.

At the start of the project, Bill liked my media plans and he found that the releases didn’t contain any spelling or grammatical errors. Even though this was the case, I still didn’t get much publicity for the event. Still, I consistently gave him a call, reported the challenges, and explained what my next action plans were. Even though we faced big challenges on the project, our conversations always ended on a constructive and positive note.

Bill wasn’t the only client I was providing services to. During the time, I had multiple clients all with high-demand projects. While I am proud of my efficiency and reliability when handling multiple projects, something unforeseen happened with another client. This caused a snag in my timelines; and the deliverables for Bill’s event were delayed by two days.

I picked up the phone and explained the situation to Bill. I told him what my action plans were, and assured him that everything was still on target. Bill could’ve been furious at these delays. Yes, he was disappointed; but at the end of the call he appreciated my honesty and was satisfied that he wasn’t forgotten. He was also happy to know that I was getting a move on.

In the end, we did get some publicity, but not the amount that we were shooting for. The event didn’t get the numbers that was needed; and it was ultimately cancelled. Based on the results, my relationship with Bill should’ve gone sour; and that would’ve been bad publicity on my end. Yet, Bill still paid me in full.  He also told me that he would have me handle another event in the future. He must’ve noticed my doubtful look, and so he said, “I know you did everything you could.” Bill was right, I did everything that I can; and he knew that because I consistently kept him in the loop of what’s happening.

A year later, Bill fulfilled his promise and phoned me back. The event, this time, was the perfect one for media attention. It was a huge success for Bill, myself, and everyone involved. The event also generated new clients for me. Never had I been so grateful that someone called, just like they said they would.