Marketing Archives - Page 19 of 22 - Otis Regrets... or not

Meaning-based marketing arrives!

You too can have marketing which is meaning-based.

Maybe you are making no attempt to put any meaning into your marketing today. Or perhaps it has not occurred to you that you should be “understanding — not merely tracking — all forms of customer interactions to deliver online experiences that are more relevant, engaging and profitable than ever.” If so, this free event is for you. And you even get a steak dinner out of it!

Yes, that’s the sound of my tongue in my cheek. This is funny but it’s not. As hard as times are, it’s hard to imagine how somebody could choose as their “light bulb” moment that maybe marketers have not had it occur to them to make sense of their advertising.

By the way, the link is clickable to the real invitation.

Social media marketing best practices

At the SXSW Web Awards on March 15, the Adobe presenter gave a shout out to “all the social media gurus in the audience” and a titter ran through the crowd. The reason it’s funny is that, certain people’s business cards notwithstanding, this whole business is simply too new for anybody to be an expert. Everybody is figuring it out as they go.

Here are a couple of examples of companies that are figuring it out. They’ll do as best practices until something better comes along, and they’re also good illustrations of why companies are so fascinated by the potential of social media.

Everybody in the US knows about the Oscar Mayer WienerMobile: a funky vehicle shaped like a hot dog that tours America and shows up in the oddest places. In years past, someone who saw the WienerMobile might have told a few friends about it. Now, they’re likely to Twitter to a much larger audience… and Oscar Mayer’s PR folks are regularly searching the subject #wienermobile so they can respond to these posters, thank them for their interest and offer a coupon or just a continuing relationship through mutual following. (This illustration was presented by their PR consultant in one of the SXSW Core Conversations. Didn’t catch his name.)
Steve Barnes writes Table Hopping, a lively restaurant blog on the Albany Times Union website. When he reported that Red Lobster was going to offer flame broiled fish, skeptical readers commented that installing a flame broiler is very expensive and they were probably going to just sear it with a poker. But then the Red Lobster president himself found the thread and commented that indeed they were going to install flame broilers with a plausible explanation.

Not only did this defuse the negativity in the comment thread, but it got a new post from Steve Barnes himself: “Check out comment No. 18 on the post below about Red Lobster. It’s from the company’s president — yep, the top guy of a 680-location chain — and it’s not a canned reply but one that addresses specific comments made by Table Hopping readers.”

That’s good PR you can’t buy, but you have to work for it. And what is happening here is that Red Lobster is monitoring comments throughout the social media space using a tool like radian6 or boorah, both previously mentioned on Otisregrets, to keep track of comments so they can be responded to.

Twitter for marketers at SXSW

I was looking forward to the session called “Twitter for Marketers: Is It Still Social Media?” but so were lots of other folks, and when we arrived at the stroke of 5:00 pm the doors were closed. So about 50 of us migrated down the hall to the Panel Green Room area where we conducted our own discussion that gave most of us exactly the shared perspective we were craving.

This discussion continues at #tweethall (do a search for that subject on Twitter) plus you can find a fabulous post at La Luna Blanca which documents the event in detail including a number of best practices. Thank you @lunablanca !

One question that did not quite get answered in the tweethall was how do you manage Twitter in a large organization where individuals are encouraged to tweet but you also have a corporate voice you want to maintain. Those who commented, including some folks from very big companies, said essentially that they do it ad hoc. You keep track of who is talking about your company with a #yourcompany hashtag (a subject search with your company’s name substituted for yourcompany) and try to coordinate efforts without stifling enthusiasm.

The session prior to this one, though, had an answer that made sense, maybe because it came from journalists who are used to communicating with their public. Presenters were @robquig and @dan360man from @statesman and @coloneltribune. For an example with lots of best practices, check out @statesman or @broylesa … the general blogging guy and the food writer respectively … and then click the links to both of their websites.

These bloggers know what their audience wants to hear about: insider tips on what’s going on around Austin plus late breaking relevant news as well as, since they are inside SXSW, their immediate take on the day’s events. None of this “wish I got more sleep last night” personal bloviation. Then, when you click through to the web pages, you’ll find an aggregate of other tweeters at the same organization with links to their own handles or blogs.

I think this model should make good sense for companies too. Anyone is encouraged to tweet, but they always include a link back to a corporate page that organizes the tweeters. Make sense?

South by Southwest (SXSW) Interactive: Bikes and Ads

From SXSW Interactive, Day One

Alex Bogusky with the bike developed for Denver bike sharing

This is the conference where:

You have to wait in line 40 minutes to get the badge you preregistered for, thereby missing the introductory orientation session.
The volunteer who gives you the bag and conference program advises you not to take the program because you’ll probably lose it and they’ll charge $42 for a replacement; instead, you should come back at the end of the conference.
The management warns that you are not likely to get into many of the sessions you want so you should enjoy the sessions you do attend, which was called a zen approach.
Sessions may or may not have anything to do with the writeup in the program that brought you into the room. Which I guess is appropriate since you don’t know what you are going to end up attending.
Your iPhone doesn’t work for outgoing calls because there are too many people with iPhones. But wait, they have great wireless so you can use Skype.

As I write this I’m watching Alex Bogusky of Crispin Porter Bogusky, people responsible for Burger King, Mini and some other ads you probably really like. (Incidental advertising fun fact he shared about Burger King: in a day there are more impressions for the printing on the side of a cup of fries than two Super Bowls… so now instead of a BK logo [pointless, since people already know they are in a BK] the fry containers have a little story.]

His preso is titled “Plan B: Can an Ad Guy Bring Bike Sharing to America?” But in fact he warned it was not about that at all but rather a quick pitch for his agency followed by a serious talk about climate change. New info, channeling Al Gore: this summer, it rained for the first time in Antarctica.

But wait: now he does bring in bike sharing at the end. And a nicely designed pilot program his agency, Trek and Humana are doing where an advertiser can sponsor bike sharing and bike rack and cute logos on special Trek bikes for $1.2 million per year in a large city and get ad impressions for far less than a billboard or bus shelter.) The bikes are very cool, adjustable for people from 5 feet to 6 foot four with a nice aluminum basket for your stuff. I want one. Oh wait, that’s not the idea.

3 tips for more effective copywriting in a recession

When economic times are bad and marketing budgets are tight, every promotion has to work harder than ever to pay back its investment with increased sales, leads or visibility. The good news for copywriters is that often we can improve return on the marketing investment with better response at no increase in costs, simply by wringing out every last benefit and bringing it home to the reader.

But how do you deliver a positive message when the news all around you (maybe even including the news you need to deliver in your copy) is bad? Here are three pointers.

Rule #1: Don’t go negative. Stick to a positive message in your copywriting.

At several points in my copywriting career I’ve felt like I uncovered a powerful “warning” or “caution” theme that outweighed anything positive I could say. And every single time this approach was tested, I’ve been blown out of the water by a bland and generic benefits-oriented message that handily defeated my negative scalpel twist.

The reason, I think, is that readers go through a filtering process before they get to your copy. Themes like “how to survive the coming depression” may be fine for best sellers, but people volunteered to read those books or watch those TV shows. You, on the other hand, are one flick of the finger away from the recycling bin or a click to the next web page. You have to earn a reader’s acceptance before they will permit you to market to them. And if you scare them on your initial approach, they’ll simply run away.

Tip #2: Be nurturing. Write copy your readers want to read.

Today’s consumers, even business people, are hurting and they want coddling however they can get it. If you can take them to a quiet and reassuring place even for a few minutes, chances are they’ll stick with you till you get to ask for the order.

One of the most successful promos I was associated with was a subscriber acquisition package for Great American Recipes during the early 1990s recession. It became the first non-sweepstakes control for this marketer by delivering a message of comfort and nostalgia:

Remember when good food meant the best times you ever had with your family and friends?

I’m talking about lazy summer evenings serving home-made ice cream on the screen porch. The fine feeling of knowing everything was cooked just right, and there was plenty to go around. The warmth of neighbors sharing recipes, in a cozy kitchen on a cold summer night…

We haven’t even gotten to the product yet, but this was already outpacing “you may already have won” even in tough times. And an extra benefit is that the product I’m selling is depicted as taking them back to happier days… so not only are readers more likely to order, they’re also more likely to keep the product (the initial pack in a recipe card continuity program) instead of sending it back when it arrives in the mail.

Tip #3: Be specific. Believable copywriting is effective copywriting.

Readers are extra-crabby and hyper-sensitive when they feel threatened. Even more than usual, they’re on the alert for flabby generalities and statements that are not supported by facts. The truth is your antidote, but you also need to be very clear in your writing so readers know you’re telling the truth.

Non-profit fundraising writers know about this challenge because for them, times in are always bad which is why they are raising money. Herschell Gordon Lewis shares a great example of bad fundraising copy, a letter that stars with a sentence something like “Around 2 million people in the western Sahara will go hungry this summer”. The word “around” is the deal breaker. If the writer didn’t care enough to find a more exact number, why should the reader care?

The other challenge is that huge negative numbers seem overwhelming. It’s terrible if famine threatens a region, but what can I as an individual do to help? On the other hand, if I understand that my $100 contribution saves 40 children with diarrhea, that’s that is something I can manage. Apply the same rigor to your benefit statements or descriptions no matter what the product or service, and you’ll be better off in bad times.

A promotion that follows all these rules is a lead generation letter for a major insurance company. It’s about long term care insurance and it starts with the “bad news” that Medicare is not going to cover your expenses in retirement like you thought it would. The lead sentence of this letter is what makes it work and it’s actually very close to something I heard from a salesman during a brainstorming session:

Every one of us would like to live well in our later years and leave some money for the next generation. Is that too much to ask?

Unfortunately, this modest dream could be shattered if you one day need assisted care in a nursing home… in fact you have a 40% chance of being in a nursing home after age 65. A nursing home stay can be expensive, averaging more than $180,000 nationwide. And it can be demeaning, robbing us of our choice and dignity.

Fortunately, Long Term Care Insurance is now available from ((client name)) that helps retain the very options that expensive long term care takes away…

This delivers one specific jolt of bad news (and carefully modulated outrage) but immediately provides the solution for it and proceeds to coddle and nurture the reader for the rest of the letter. It’s been the control for going on 10 years and I expect it will only do better in the current economy. Try the same formula in your own writing and see if you don’t succeed, good times or bad.

NOTE: I’m in the process of installing the contents of my DMA “Copywriting that Gets Results” course on this website. Watch for more articles and pointers coming soon.

How to build traffic for your trade show booth

Want to get more people into your trade show booth? Yes, you do, because a crowded booth creates buzz and attracts still more people, and a certain number of those will end up being qualified prospects.

People images making eye contact draw visitors into your booth.

You can do a lot to influence traffic with the design of the booth itself. Do: allow for a seamless flow of traffic from the show floor into your booth… so people can find themselves inside your booth without expecting it. This means minimizing the use of registration kiosks that throw up a barrier. Do: use people imagery in your booth signage, especially people who make eye contact with passers by.

Kiosks at the corners create a "desert island" effect and make your booth look empty.

Don’t: put kiosks in the far corners of a large booth. They create a desert island effect, making your booth look empty even when it isn’t. And especially don’t: put up walls or barricades of any kind that people have to pass through to get into the booth. They simply won’t do it and your trade show will be an unsuccessful and lonely experience.

Double bad: a gatekeeper plus a fabric wall ensures this booth will stay empty.

You can also build traffic prior to the event by inviting customers, prospects whose contact information you have collected, and possibly registered attendees (depending on how much it costs you to use the list, it could be a good deal or not) to come to the booth and get something specific with solid perceived value: a new research report on trends in your industry, for example. Don’t invite them just to check out your new product line, that’s not a strong enough call to action. A drawing or bring-this-postcard-for-a-free-gift will also work, though as with other soft offers this means more response but less quality.

Convergence Marketing by Richard Rosen

Convergence marketing is the intersection of brand/image advertising and direct/hard selling advertising. It’s the idea of taking a witty super bowl ad or a dramatic magazine spread and adding those elements that will make the audience not only pay attention, but follow through to initiate a sales dialog with you.

My friend Richard Rosen knows this topic as well as anybody and he has written a new book, Convergence Marketing, on his theories and experience. Richard knows his stuff because he has worked in situations where you are trying to graft direct marketing principles onto image advertising. The book has lots of examples and is a great starting point if you are on the brand side looking to learn about direct. Now available at Amazon.com.

Customer Service… do it with a smile, please

A company offered a $10 billing credit over the holidays if I clicked through to their site from a promo email. My statement showed up, no credit, an inquiry to customer service went unanswered, so I contacted PR department and sent them a pdf of the ad along with the email thread. The response:

In response to your inquiry about the $10 off credit, please note that the offer for this credit expired 12/31/08, as indicated in the PDF file sent. However, to reestablish your happiness as a Bill Me Later customer, we have credited your account $10.00. Please be advised that you shall see this change on your next billing statement.

Uhuh. First of all, if she’d checked my file it would be clear that the purchase was made during the eligibility period. Even if not, the customer is always right. To “reestablish my happiness” it would be helpful to eliminate the nyah-nyah.

FSIs (newspaper inserts) and the Super Bowl

Newspaper coupons grasp at 2009 Super Bowl

Three years ago, I did a post on newspaper inserts and the Super Bowl… and how snack manufacturers contort themselves to create a “big game theme” without ever actually mentioning the Big Game, which is a copyrighted product with big licensing fees attached. Looking at this past Sunday’s crop of FSI’s, it’s reassuring to see that nothing has changed. The nation’s economy may have melted down and the web has transformed marketing for most products, but for salty snacks and their teammates it’s still “game on”.

Smirnoff offers us a “smart choice for your super party”. Newman’s Own wants you to “go natural for the big game”. Tums will let us “enjoy the game heartburn free” while Pop-Secret popcorn promises a “home field advantage” and Hersheys wants us to “treat your home team” to a “candy bowl blitz”. Marie’s salad dressings invite you to “tackle the taste” and Dean’s Cool & Creamy exhorts you to “bring the ultimate dip to the ultimate game.” You can also “score one for the home team” with Ling Ling egg rolls, say “it’s good!” [umpire with upstretched hands holding up two hamburgers] for White Castle or enjoy “football food… ready for game time in minutes” from El Monterey Taquitos.

It’s clear that the marketers are doing an end run around the NFL by not mentioning the Super Bowl by name, and that the NFL has dropped the ball by not figuring out a way to bring them into its licensed marketing huddle. But more important, there’s a flagrant violation by most of these marketers because they forget that coming up with a catch-phrase is not the same as selling a product.

And so the winner, in overtime, is an ad from Butterball cold cuts with the theme “One taste brings the party together”. Because after all, the reason these marketers are trying to tie in their products to the Super Bowl is that you’re going to serve them at a party—and here’s one marketer with a generic ad (originally created around the election, maybe?) that says how their product is going to make your event a success. Touchdown!