Lack of Engagement is like Giving a Customer the Cold Shoulder

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I feel that it is very important for businesses that market in the digital arena to be engaging with their audience.  If you use social media, respond and interact with your audience as opposed to just posting.  If you use your blog as a marketing vehicle, respond to comments and shares of your posts.  If you are listed on review sites like Angie’s List, Yelp or Kudzu and you receive a bad review, try to reach out to that consumer to see how you can make things better.

Sometimes people see digital marketing methods or business practices as a bit impersonal and cold, but it does not have to be.  I truly believe that it is possible to show a human side, engage, interact and really connect with people without physical contact.  Maybe I feel this way because I am an introvert and consider myself to be pretty good at forming strong bonds digitally.  Too me, the digital sphere is no different than the physical one.  If someone said “hi, I like your blouse” to me in real life, in the physical world; I would respond kindly with a “thank you” and probably a bunch of gibberish about how I found it at a thrift store, which one, on which sale day…I digress.  The point is that I would engage with them.  They took a moment of their time to reach out and pay me a compliment, to let me know that they noticed something about me and they liked it.  They did not have to do this.

If I had ignored them, I would have been giving them the cold shoulder and probably a negative impression as to who I am as a person.  This is the same for businesses and anyone that markets in the digital spectrum.  Respond, comment, connect and engage.  My (digital) friend Tracy over at Tracyville, wrote a post on responding to blog comments here that I thought was pretty good (check her out!).  She hit the nail on the head when she mentioned how it makes people feel to be responded to or not responded to.  We as marketers, have to be mindful to stay “human” and practice the same principles of physical interactions with our digital ones.

Brand Marketing Trend: Inclusion

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I’m noticing that brands are really trying to dial in to their customers and are crafting messages that subtly speak to them.  I say subtly because most are doing it in ways that are not bold enough to alienate or piss off customers (at least in some cases).  I’m seeing it more with the visuals that are presented along with their sales pitches.  The demographics of the actors in commercials and visual graphics; the make-up of a family unit; the ages, shapes and sizes of characters being used to promote the brand…even the language used.

The message is inclusion.  Brands are trying to say, “yes, we serve everyone; including you.”  However, it seems to be a very fine and tricky line to navigate.  Marketing to the masses and including everyone within that mass, is difficult to do without alienating large groups that may not like the inclusive message.  An example of this would be the Coca Cola Superbowl ad that featured Americans singing “America the Beautiful” in different languages that were a part of their culture.  A large number of people were upset to hear the song sung and featured in languages other than English.  It was a topic of debate on the local news in Atlanta for a few days and at the end of the day, was utterly ridiculous.  Coke’s message was inclusion and a celebration of the melting pot of cultures that is America.  In this case, it was viewed as bold and pissed off many.

Cheerios faced some wrath about a year ago with a commercial that featured a bi-racial family.  Again, inclusion; Cheerios created a visual that did not just speak to one group of people.  They were also acknowledging that families do not all have the same make-up.  The new Chevrolet Cruze commercial, points out that it’s a “new world” and that we are not all so different after all.  I think brands’ realize that consumers no longer seem to fall into just one bracket set of interests and demographics.  Their customers fall across a range and to better reach them; the advertising has to be more inclusive.

Have you noticed more of a trend for inclusion in advertising?

 

Coke Superbowl Ad

http://youtu.be/443Vy3I0gJs

 

Cheerios’ Ad

http://youtu.be/kYofm5d5Xdw

 

Chevrolet’s Ad

I’m Not Generic, Are You?

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I am an individual and I’m sure you are too.

I appreciate when a company takes the time to get to know their customer base and caters, constructs and advertises in a way that resonates.  I don’t like when a company takes generic demographic markers, clicks a few generic and broad checkboxes in a social media ad campaign and considers that a customized strategy.

I appreciate businesses that use autoresponders that are customized just enough to sound like the voice of the brand, while imparting the intended message.  I don’t like when businesses use the generic template response that came with the autoresponder they are using.  I’m all for productivity and efficiency, but at least make me feel like you care a little bit.

I appreciate when social media content managers change a message posted on several networks (even by only a few words), to reflect the standards or audience of that network.  I don’t like seeing @ mentions and RT (retweets) on Facebook business pages or Instagram specific hashtags like #igdaily on Twitter posts.  I must admit that I have let a few slip through the cracks on my own feeds.

I think it adds a little something extra when I see a brand making an effort to craft the content and messaging in their marketing efforts.  At the end of the day, we/they are all selling something.  It may be a product, a service or ourselves.  It takes a lot of work to create marketing messages, content, etc that is not generic and made for a broad audience.  I understand and appreciate the efforts of those that do, it also makes me more likely to buy. 🙂

One Size Does Not Always Fit All

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I’m tired of the one size fits all approach…to everything; marketing, life, relationships, business, networking, etc.  Maybe it is because I always seem to be that 1% that it does not fit or work for.  For instance, I apparently have a watermelon-sized head.  No one size fits all hat or adjustable ball cap ever fits me.  At least not without an accompanying headache from it being too small.  As it relates to business, I have fallen prey plenty of times to messages and strategies from marketing gurus that just did not work for me.

I was gullible.

I can admit that it was gullible of me to believe that there truly are universal blanket approaches that will work for everyone, including me.  Can you blame me?  We are bombarded with advertisements, blog posts, books and messages that tout ways to get more followers, traffic, brand recognition, business, customers, etc, everyday.  We see them online through social media and offline in television commercials.  For the brand or individual that originated the messaging, it works.  People like me say, “Yes, I want that and need to know that!”  Then, I am disappointed when I realize that while it was a great strategy, it was not a great strategy for me.

Moving forward.

I cannot knock the methods for not working for me because they will work for someone else and perhaps a whole bunch of someone else’s.  What I can do is try not to fall prey again.  When I feel myself getting excited about a new marketing strategy, I evaluate the why and how of it’s effectiveness.  Then, I check to see if I have the why’s and how’s within my business and self to apply that same principle.  If I don’t, I keep moving.  If I do, I will implement the strategy for a three-month period of time and then measure the results against what I was previously doing.  If the results are good, I continue; if the results are bad, I discontinue the approach.

While it is hard (for me) to resist trying a strategy when it is coming from someone that is a credible and authoritative individual on the subject, I have to remember that I too am an individual.  Evaluating the effectiveness and validity of the strategy as it relates to me and my brand keeps me from banging my head against the wall for falling prey, again.

Don’t Think Like You; Think Like Them

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You are not the customer.  The customer is the customer.  Even if you would be a user of your product or service, you are biased.  You think it is great, awesome, stupendous and the best thing since the invention of sliced bread.  The customer might like it and even love it, but maybe not with the same enthusiasm that you have.

When you market, where you market, and how you brand should not be based on what you think would be nice, look good or a good place and way to do so.  It should be what the customer would like, where they would be and how they would like for you to do so.