Category Archives: B2C

What are you going to do differently?

If your company works to a January-December financial calendar, you are probably knee deep in planning right now. But have you learned from what happened this year, how you went about it, how you motivated your team, how you did or didn’t engage your customers?

There is an old saying ‘if you always do what you always did, you’ll always get what you always got’.

If your 2011 is about getting bigger, delivering more, being more efficient, being more creative, being more attentive, protecting and defending what you have, you need to be approaching things in a different way. Here’s some things to get you started.

#1  Think creatively: Take your planning meetings and brainstorms out of the stuffy confines of your boardroom and stage them somewhere else – a shopping centre, a museum, a park – anywhere where there is new and unusual creative stimulii.

#2 Have a campaignable idea: Create a hook on which all marketing activity can be hung, and stick to it for one year. Familiarity pays off. Advertising theory suggests people need to see an ad five times before it registers and stimulates an action.

#3 Be realistic: Shooting for the stars in the current downturn creates unnecessary pressure on your most precious assets – your people. Set achievable targets that are rooted in market insight not a standard 5-10% which can’t be validated.

#4 Know where you’re coming from: Appreciate what made your business successful and stick to it. Sure, there are opportunities to diversify along the way, but the best companies stick to what they’re good at, and deliver it consistently.

#5 Know where you’re going: Document and share company goals with everyone in the organisation, your partners, suppliers, customers and prospects. Writing it down and communicating puts it out there and gives it the best chance of happening. An idea only becomes so once it is shared with others.

#6 Plan for the best case: In an ideal world, where budget is not an issue, what do you want to achieve and how would you achieve it?  Scale this back within your resource to ensure your activities align with your business goals and where you are going. Be encouraged that the tactics don’t change even if the tools might.

#7 Think measurement: Attribute marketing investment directly to leads generated by mapping the process through given channels and tools. Digital inevitably works best, but specific landing pages can be set up to support all types of activity.

#8 Getting management buy in. Present your plan passionately to your management team as if it is your own business. Sounds obvious but most employees without a shareholding don’t think like this. Nothing achieves engagement better than passion, commitment and belief.

So, we come back to the burning question. What are you going to do differently next year?

Five questions you should ask before promoting or redesigning your website

If you’re anything like me, you don’t have a lot of time to spend on websites that can’t quickly and easily communicate what they’re about.

Here are five things you should check on your website before you spend any more time promoting it or in advance of a redesign. If you can’t subjectively view your site through the eyes of a customer, ask your partner, mother, neighbour instead. Do it today, the results might surprise you.

1. Can I identify who the company is if I enter the site on any page? This will often happen through search. Prominent logos and strap lines should appear on every page.

2. What does the company do and what does the website offer me? What information, downloads, transactional opportunities exist for me?

3. What can I do now that I’m here? What action prompts are in place – can I watch a video, open a brochure, sign up/register, visit a blog or news page, visit a store?

4. Where I can get started? Which elements from the above can I start looking at now? (Holiday and hotel sites are adept at encouraging instant search in their navigation).

5. Why should I stay? What benefit can this site / business provide for me?

If you’ve just discovered you’re in the business of ‘total integrated efficient streamlined solutions’ you probably  don’t need me to outline the damage this messaging has been doing to your business over time. You’re not alone. The good news though, is that you can do something about it right now.

Recession marketing

In an interview with Marketing magazine, Nick Smith at Accenture talked recently about the four key things that businesses should be focusing on in order to safely navigate the recession. They are value, innovation, expectation and organisational ethos. Here’s my take.

1. Value Fundamentally are you overpriced for what you offer? What do you stand for and offer? What service, experience, add ons and extras can you or do you provide that make your offer more competitive from a total package perspective?

How does your value proposition sit when compared with the competition and the perceptions of your customers?

2. Innovation Despite recessionary economics suggesting that we ‘regress’ and seek out brands that remind us of more prosperous times, there is a data supporting the proposition that we’re attracted to innovation and the idea of the new, exciting and different. There are countless examples of companies and products (including Apple) that start up in recessions, capture the imagination of an audience and ride it out.

Where you can innovate in your product/service without losing focus? Perhaps on value?

3. Experience/expectation Nick says high performing companies understand the customer experience. What is undeniable is the power of the Internet, broadband, the mobile revolution and the viral nature of communications now means that businesses have to think much more strategically about their marketing communications. Brands like Vodafone map brand touch points well to ensure consistency and clarity.

Have you mapped your brand touch points? How do customers find you, engage with you, convert and keep coming back for more?

4. Organisational ethos With the Internet at the heart of everything, non responsible behaviour, or poor or non-response when a brand is under the spotlight, is amplified. Strategy, speed, impact and a feel for emerging technology are all key if today’s marketers are to make the most of opportunities and to head off potential crises.

Is your organisation ahead of the curve or behind the times? Surviving the recession depends on it.

Image watblog.com

Improving marketing perception in your boardroom

Helen Edwards wrote a fantastic piece in Marketing recently (28th July) musing on how Peter Fincham took the top marketing role at ITV despite having no marketing qualifications or discernible experience from his time in broadcasting.

The fact he will now be responsible for all marketing and research budgets at ITV demonstrates the continued lack of regard given to marketing in Britain’s boardrooms. Helen pointedly argues that the same would not be the case if they were looking to recruit senior commissioners, finance directors or operations directors.

As a qualified CIM member with fifteen years experience from both sides of the client and agency divide, and a recently invested Chartered Marketer, I am frustrated when these situations arise, but they don’t surprise me.

In the real world, I come into contact daily with businesses where the owner, managing director or sales director hold the marketing reins. Sadly, this is often to the detriment of creativity, high impact (even daring) campaigns and frequently without the experience to properly brief and plan integrated marketing campaigns effectively.

This jeopardises the success of the client-agency relationships because at the core is a fundamental lack of regard for effective marketing.

So what has caused this and how can we fix it on the ground?

The CIM has a role to play but Chartered Marketer status will take a generation or longer. But will the Institutes’s CPD program ever truly achieve a similar status to those operating in the fields of medicine, accountancy or engineering?

Companies have a role. Any in-house marketing roles should demand experience and CIM related qualifications. Companies miss out in the long term when they promote the unqualified from other departments. In b2b companies, there is often a career path that starts in the field and progresses internally marketing management. The problem with this lies in the fundamental differences in the salesperson – living in the moment, securing the sale, where as marketers arguably build longer term relationships and see the bigger picture from a customer, product, market and competitor viewpoint. Controversial but, I think, accurate.

Individuals have a role, especially the graduates and students of this generation. How we manage our brand management teams and agencies, the type of consultancy we outsource, and the manner in which we plan, implement and evaluate our marketing campaigns, will determine how seriously marketing is taken in the short and long term.

In her article, Helen poses a number of questions that might come up in an interview for a top marketing job and encourages the long list of editors, salespeople, IT consultants, HR and accountancy professionals who might fancy a go in marketing not to.

Few companies have marketing representation in the boardroom, it is our responsibility to work to higher standards and secure our seat.

Image www.cogentis.com/au

The return of ‘real women’. Again.

LK Bennett is the latest brand to disregard professional models in favour of real women (Marketing 28 July 2010). There is a clear trend developing that started with Dove before brands like Nike, Pretty Polly tights and Ultimo lingerie all got in on the act.

With all the talk of Mad Men and the fuller figured Christina Hendricks (heralded as a role model for women due to her Marilyn Monroe style gait), does this mean we might be seeing a return to the wholesome girl next-door product marketing that dominated the 1960’s?

I’d like to say yes, but ‘real women’ as a marketing concept works almost as well as re-issuing older, fondly remembered brands during a time of recession. Oh and almost as well as sex (a first time mention in 120 Assassin blog posts!)

Real women are accessible, realistic, natural, comforting, unthreatening – that’s why the Dove campaign connected and endured for years. It was in marked contrast to the campaigns staring fashion models, supermodels, celebrities and WAGs usually position clothes, shoes, toiletries and other luxury goods to the fairer sex.

What disappoints is that the real women featuring in the LK advertising campaign, marking its 20th anniversary, include Anna, a 24-year-old geophysicist, and Gaby a 39-year-old writer and agent, who whilst not being professionals, are clearly on the right side of photogenic.

I have nothing against them but it doesn’t look or sound particularly real to me, in the way the concept was originally coined. I dare say LK will still succeed in shifting a few pairs of shoes as a result of the coverage though!


Why the Top 50 UK Brands survey does little for b2b marketing (and me)

Marketing Week’s ‘Top 50 British Brands’ made interesting and confusing reading to me over the weekend, not least because it was almost entirely dominated by consumer focused brands.

Drawing on the findings from the Brand Finance valuation survey, the list features the 50 ‘most valuable brands of British origin’ and suggests that British business is on the up as these companies have increased their combined brand value from £166bn in 2009 to £199bn in 2010.

The top five are Vodafone, HSBC, Tesco, Orange and Shell. Clearly the survey’s findings were developed before the Gulf of Mexico oil spill as BP sit at 7th.

Call me a skeptic but don’t most UK marketers work in a business selling things to other businesses? Digging deeper, there are a handful of overtly B2B companies such as professional services firms PWC (8), KPMG (11), Deloitte (12), Ernst & Young (14), the mining group RioTinto (29), information and education provider Pearson (34) and security firm G4S (38), But I find the list and how it was created somehow disappointing from a B2B marketing perspective.

Why? Most of the remaining companies on the list operate in consumer and business markets, and muddy the waters with their marketing by trying to apply a common approach. Also, emotional scoring plays a big part in brand value metrics, and this is significantly more important in a consumer brand evaluation as opposed to the complex, multi tier, multi contact influencer approach required in business marketing. B2C and B2B brands should be treated separately.

When they’re not, we end up with a table that gives Vodafone and Tesco a much higher rating than Rio Tinto or G4S. But is this right or fair? Can we truly compare a business like Rio Tinto on similar metrics to a company like Vodafone and then rank them? Personally, I don’t think we can because they operate in different ways, delivering different needs to very different customers.

Expanding the argument further, here is the 2010 list of 500 ‘business superbrands’. How many are actually business superbrands, as opposed to ‘consumer with a business division’ to ‘true consumer/business hybrid?’ Again, I’m not convinced

Marmite sandwich box image courtesy of KitchenCritic

Doing it well or not at all

Launching a brand externally before you’ve prepared the company for the reaction…

Spending money on branding but letting regional managers do what they want with it…

Advertising your product but without  a compelling call to action…

Crafting the most enticing copy imaginable but using tired old stock images in your brochure ware…

Building a database but not using it effectively for relationship and business building purposes…

Sending direct mail but not following up by phone…

Building a beautiful website but not investing a little more in ensuring the world can find it…

Writing a blog but not using RSS, Twitter and your website to distribute it…

Taking space at a major trade show but failing to build an integrated communication campaign around it in advance to drive interest…

Everyone of these (and more) are a crime against marketing but are committed on a daily basis by businesses the world over. Is yours one of them? Isn’t it better to market well or not at all?

Ten steps to making Linkedin work for you

If you’re only using Linkedin as a platform for solely posting your CV, you’re missing out on its power to develop your personal brand and that of your business and its expertise. For free.

The real benefits of Linkedin come when you join in, when you engage and offer opinion and recommendation. If like me, you believe in karma, you’ll believe that good things happen to those who do good things. Clean up your profile in line with the tips below and allow yourself fifteen minutes a day to check in and keep it ticking over.

1. Profile name / account set up – Sounds obvious but secure your name or the ‘easiest to remember’ version of it. (Whilst you are at, do the same on Twitter, YouTube, Flickr, Facebook, SlideShare and any other content site you might prepare to use in the future).

2. Profile content – Structure your content as follows:

Picture – Seems obvious, but people like to see a face, rather than a blank square or a company logo. Use a head shot, so there is some detail. Avoid glasses and hats and smile – this makes you more approachable. Avoid boring corporate styles.

Title/Description – Keywords are short and punchy. Make it about what you are and/or what you do and the value you add.

Career highlights – Add a few lines about each of your career positions, the companies you’ve worked for, your role, responsibilities and achievements. Keep them light but high impact. This means focusing on your impact on sales, brand launches, new initiatives, or improvements in quality, process, training or operations if you are not in a commercial role.

Links – Set up, and channel a Twitter account (more below). Link to your company website or your blog (if you don’t have one, set one up on a topic you are passionate about).

Personal information – Like a CV, add a little personality to your profile by displaying some sports or leisure interests. Remember people ultimately buy people.

3. Contacts – Once your profile is set, look up key people you’ve worked with at the companies you’ve listed. You should already start receiving connection recommendations in the top right of your profile page when you sign in. Linkedin generally recommends that you link only with people you know through specific parameters. I’d guard against spamming people in groups (see below) or prospective clients you would like to work with. Just because you can, doesn’t mean you should!

A note on LIONs: Linkedin Open Networkers. These are the guys who think quantity supercedes quality. Personally I don’t. My view is that you are far better having close relationships with 100 people you know than 1,000 people you don’t. Linkedin has been flooded with recruitment specialists connecting with anyone and everyone. Though in theory, your status updates may reach a wider audience by appearing in a LIONs feed, I counsel against connecting with too many of them because they are not fundamentally into developing deep relationships.

4. Status – As the name suggests, update this at least daily as this information appears in the feeds of all your contacts and in email digests. Use it to position yourself in their minds. (What have been working on? Who for? Link to a new blog post).

5. Testimonials – Opinion is divided as to the validity of testimonials, but I think if you consider Linkedin as your professional shop window, you want to dress it up as credibly as possible. Ask a select few previous and current managers, and a few line reports (especially those who were managed to bigger and better things) to recommend your approach, style, creativity, organisation and all round management skills. The only harm is in having everyone and his dog recommending you. They need to come from credible sources.

6. Groups – Getting involved in groups of like minded people is the cornerstone of the Linkedin experience. There is a group for almost everything on Linkedin. Search and sign up for one to try it out. When you request to join, tick the box to received the daily email digest of activity. This provides links direct to new discussions, news, jobs etc within that group. Then, build your profile and credibility by adding comments to existing discussions, sharing interesting news and views from the Internet, and in time create your own discussions, ask questions run polls.

7. Liking / following – A new feature, adapted from other sites like Facebook and Ecademy, which can alert people to informative, relevant content. I’m not sure of this simply because LIONs can easily amass lots of likes/follows for fairly average content. The jury for me is out on this one, but using this functionality for others will undoubtedly raise your profile as you navigate groups and discussions.  The like/follow functionality now has a role in highlighting key weekly influencers in groups, so if your ego needs a boost, try it out.

8. Answers – Like groups, this is a great feature to really build your profile as an expert in your field. Selecting the Answer tab via ‘More’ in the top bar allows you to browse all categories and provide feedback and recommendations to questions posed by other Linkedin members, worldwide.

9. Twitter – Integrating Twitter into your Linkedin activity can be done well but I’d personally caution against automatically syncing all tweets through Twitter. With all the RTs, @’s, # hashtags, shortened URLs, it is like text speak. Done well, it can promote content being promoted on other platforms and develop your contacts across them. Be cautious, though, if you are using Twitter for leisure and Linkedin for business.

10. Linked applications (Twitter, WordPress, SlideShare, Amazon, TripIt etc) – There are a wealth of applications that you can easily integrate into your Linkedin profile. As well as Twitter, the most popular ones are WordPress blogs where recent posts can be displayed on your profile page. The same thing applies to Slideshare presentation and document templates.  Books you want to read, are reading or have read can be profiled and reviewed using the Amazon application. This provides contacts an insight into what your fields of speciality and interest. And Tripit can be used to keep them up to date with your travel movements. As ever, be cautious, especially if people have your personal contact details and address and you are planning on being away from home.

Take a steady approach and you should quickly find Linkedin to be an information rich resource full of interesting and experienced people, for the most part happy to help, advise and support as needed.

Supercharge your SEO

Search is the dominant tool information hungry consumers and professional buyers use to seek out suppliers, solutions and assess costs. And within search there is a growing preference for organic listing rather than pay-per-click advertising. We’re all just a bit more sceptical of ads than we used to be. Think about it, when did you last click an advert?

Search should be a critical part of your marketing strategy. Put simply it means your website continues to sweat while your office is closed. And what a waste of money a beautiful but poorly optimised site would be.

It is getting harder not to get sucked in by the ‘we can get you on page one of Google brigade if you spend £xxxx a month’ brigade. There is a way of actually saving yourself time, effort and money in the long term. And that involves getting your website optimisation right in one single swoop.

What is true is that the Google algorithm is getting ever more sophisticated as it seeks to protect the integrity of search. But by structuring your website right and with the search engines in mind, you can improve your organic ranking fairly quickly by considering these six steps:

1. Meta data, titles and tags – this is in the coding and text based structure that search engines read to index your site. Use the same keywords, provide a meta description, use the best possible keyword rich page naming structure and assign tags to all images and headings on each and every page.

2. URL indexing – add the home page URL to all major search engine indexes, eg by going to www.google.com/addurl.

3. Incoming links – target the most important high traffic sites and post incoming links. This could be social networking and filesharing sites like Linkedin, Facebook and YouTube, but equally relevant media sites, trade association sites, supplier and customer sites.

4. Sitemap – a sitemap is critical as it acts like a directory. Ensure it sits on the home page, if not every page.

5. Regular home page content – updating content ensures that the site is viewed as current and relevant. For this reason feature the latest news and/or blog activity on the home page. This plays a massive part in achieving higher organic search listing.

6. Use of Google location tools – whether you love or hate Google, you can’t deny how powerful many of its free to use applications are in promoting your business. Go to www.google.co.uk and click Business Solutions.

Don’t believe the hype

Apple iPhone OS 4 upgrade with the antennae covering, hand grip design flaw. Messi, Ronaldo, Torres and Rooney, the world’s top footballers failing to ignite the World Cup in South Africa. The Sunday Times going down the paid content route.

What do they have in common? Hype.

Hype generates interest. Hype gets you headlines. Hype sell dreams. Hype is immediate, short lived, quickly forgotten. Hype though, built around most products and services (if we remove all emotional bias) frequently disappoints.

Substance, on the other hand, engages.  Substance attracts, informs, educates. Substance excites customers, lands business, delivers respect. Substance is standing for something and devoting yourself to being the best, fastest, quickest, pioneering, easiest or most widespread. Substance is the route to building durable, sustainable business relationships and life long customers,

So, building marketing campaigns with substance must be the only credible approach in this, the era of choice.