Loyalty programs: Good customer service or necessary evil?

When it comes to customer loyalty programs, there are two schools of thought. The first is that providing enticements to customers should not be necessary and is a cost without great reward for the company. The second is that offering rewards to your customers is just good business and inspires, well….loyalty.

Over the past few years, rewards program companies have cropped up. Some are better than others. Some understand the nature of customer loyalty and some are just going through the motions. If you will be looking to start a customer loyalty, be sure to do your research before choosing a vendor. Once you start, you are stuck with what you purchased unless  you want to give your customers whiplash and degrade customer loyalty.

So should you employ this type of customer engagement? That depends. You first need to ask yourself some questions:

  • Are you customers repeat customers? If you sell something that people don’t buy very often, having a customer loyalty program probably won’t change that.
  • What reward could you offer that will get your customers to come back? If you own a restaurant with a very high price point, getting a $5 credit after 5 visits is not most likely going to be a reason to come back.
  • Can you use a loyalty program to encourage customer referrals? These types of programs aren’t just to bring current customers back, but can be used to garner new customers as well.

Do you have a customer loyalty program? How is it going? Have you had growing pains? Let us know about in the comments or on social media!

What is your excuse?

It’s a new year and for many people that means a fresh start. That could mean resolving to lose weight (we’ve all been there, right?) or stopping a bad habit. That is great for individuals, but what about for your business? There is no better time to plan a fresh start that could help you grow your business in 2017 and beyond. But for many small business owners, they don’t think about the new year as a fresh business start.

What is your excuse for not making this time a fresh start for your business?

Don’t have the time?

Make time before it is too late.

Don’t know how to make the change?

Find someone who does know how.

Afraid to fail?

You can’t succeed if you don’t try.

Fear change?

Progress does not happen without change.

Don’t have the resources?

Get creative…where there is a will, there is a way!

Don’t let excuses get in the way of a successful 2017.

5 Ways to Create Authentic Content

There has been a major shift in marketing in the last several years from ‘selling’ to ‘telling’. Consumers have become more savvy and are no longer keen to traditional marketing tactics. One of the ways to reach your customers is to be real…authentic. How do you do it?

  1. Leave your body. Figuratively, at least. You are the subject matter expert for your business, but that is not always a good thing when you are trying to create content for non-subject matter experts. You need to avoid using technical or industry jargon. If you need to, have someone that you trust who does not work in your industry read your content before you post it.
  2. Don’t stock up. When creating visuals, try to use ‘real’ photography instead of stock images. If you are a restaurant, hire a photographer to take some nice photos of your food. If you have a storefront, use photos from your actual store of your actual products. Use real people in your photos (make sure to get consent). Take photos and videos of your staff enjoying themselves or talking about your business or products.wordle
  3. Don’t do it. Let me clarify…don’t do it yourself. Give creative license to your business’ advocates, your loyal employees and customers. That is the most authentic content you can find. It gives them a sense of ownership and a bit of the spotlight.
  4. Tell a story. People do not want to be sold to. They want to be given all of the information they need to make a decision on their timeline in their own way. Weave your story and sprinkle in information about your product or service. People respond better if they hear a story rather than a sales pitch.
  5. Be human. This is probably the hardest thing for business owners and marketers to do (ironically!). Write like a person, not like a business. It brings a sense of personal touch to your content.

If you are going to change to a more authentic approach, do it slowly so you don’t throw your followers for a loop. Find the ‘voice’ that works best for your business by testing different phrases, words and imagery.

Here a bot, there a bot

One of the newest tools to invade digital marketing is bots. The platform that is making the most use this new tool is Facebook with their Messenger mobile app.

Haven’t heard of bots? Bots are a type of algorithm that are powered by AI (artificial intelligence). Developers can create bots to perform any number of tasks – from quizzes to news feeds to placing orders and more. They can be used as assistants to send you the latest weather or remind you to take the trash out every week.

Screenshot_2016-07-01-21-15-33_1467432085381[1]Want to play around with some? Open your Facebook Messenger app and click in the Search bar. Under your most recent People contacts, you will see suggested bots (note, these are not ALL the bots – Facebook now has more than 11,000!).

Screenshot_2016-07-01-21-18-52_1467432242394[1]Check out the Emoji News app and get the last news presented with emojis.

Or play hangman against a bot with the Hangman bot.

Check out your favorite sports league with the NFL, NBA or MLB bots. You name it, there is probably a bot for it.

So what does this mean for you and your business? Does your research show that your customers are mobile-first? Do you normally perform routine tasks with those customers? Perhaps a bot could be a way for you to interact with them in a new way. You should examine if this new tool should be added to your digital marketing toolbox.

Find a complete list of bots over at Botlist.

Questions to ask your web design firm

Web design process

Anybody these days can design a website using tools that are freely available. But do you really want your nephew David creating your website? The website for your business that you pour your heart and soul into? I think the answer is No. Before you decide on a web design firm here are some questions that you should ask during the interview process:

  1. What is your process that you use to develop a website?
  2. What platforms do you build websites on?
  3. What are your security protocols?
  4. What is the experience of the team that will working on my site?
  5. What is your pricing structure?

You should also ask for references and client names. Look up their work and see if they produce sites with variety; if they have done work for companies similar to yours and if they create dynamic sites. Don’t limit yourself to a design firm that can do a website for a low cost. The saying ‘you get what you pay for’ applies to building your website. Determine the value you will get versus what your budget will allow.

 

How do you define your audience?

segmentation

Depending on your business, the audience that you should be targeting might not be your actual customers. It could be the people who influence the purchasing behaviors of your customers. And your audience pool may not be as big as you think.  For small businesses, it is prudent to focus on the people that will provide you with the most value for your investment in your marketing communications.  There are several data points that you should take into consideration when defining your audience:

  • Geography – do you have a physical location that relies on walk-in traffic or an internet storefront that can sell to anyone?
  • Demographics – is your product or service intended for a specific age-range of individual? Or for males vs females?
  • Cost – are your products high-end or priced for the average consumer?
  • Psychographics – do your products cater to individuals with certain purchasing behaviors or lifestyles?

So…how have you defined your audience?

Would you use a service to match your needs with an agency?

There is a new company – Agency Geek – that is looking to match your needs for marketing services with just the right agency.  Consider it a matchmaking service for your company.  Forget creating and sending out RFPs, just enter your information and Agency Geek’s 100-point algorithm will match you with just the right agency. Whether you are looking for a good PR firm, a web designer or a full outsourced marketing team, they have the hook-up.

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So this week’s Marketing Question of the Week is: Would you use a service to match your needs with an agency?

Does Domino’s DXP give it a competitive advantage?

Have you see the commercials about the new car that Domino’s Pizza is rolling out?  Yes, I said a car.  By a pizza company. This is not a car you can buy, it is one that their delivery people will be using. They have dubbed it the DXP.

dominos-dxp-front-876

What is so special about this car?  Well, as their website explains, there is a built in warming oven that keeps your pizza hot.  And a built in cooler that keeps you drinks cold.

So this week’s Marketing Question of the Week is “Does Domino’s DXP give it a competitive advantage?”

Has social media peaked?

Social-Media-GraphicSocial media has been on an almost vertical trajectory for the past 5 years…booming faster than most people can keep up with it.  But many social media sites are experiencing slowing or flat user growth.  And companies can no longer rely on ‘organic’ social media engagement.  Paid posts are almost always required when attempting to reach customers via these channels.

Does that mean that you should not utilize social media as part of your marketing strategy?

Not necessarily.

For small businesses that have a very targeted customer base or have a retail location that they are looking to promote, social media is still a good option.  The caveat is that you need to be dedicated to keeping up with it.  If you have a strong, loyal following that is willing to help share your content, it is even better.  After all, it is social media!

However, social media should not be your only channel for communicating with your current and potential customers.  It should be part of an integrated marketing approach that fits your business’s needs.

And you also need to keep up with social media trends.  What are the latest features on Facebook Pages?  Is there a social media site that caters to your typical customer?  If you need help figuring it all out, contact me.