Win Their Hearts Or Lose Their Business

Win Their Hearts Or Lose Their Business

by | Apr 16, 2023 | Marketing and Advertising Insights, ScLoHo's Collective Wisdom

Numerous times I’ve talked about Trust being the biggest Human Relationship Factor that you and your business need to earn and protect when it comes to the success of your business in the eye of the public.

I just saw an article published by MarketingCharts.com that talks about consumer trust outside of advertising, but just as important:

Trust is a key component of brand loyalty, but it’s hard-won and easily lost. According to a Razorfish and GWI survey of almost 1,700 consumers ages 16-64, 58% of respondents said it was a “somewhat slow” or “very slow” process to gain trust in a brand that they recalled building a relationship with.

By contrast, when thinking about a time they lost trust in a company, 70% said they lost that trust quickly.

Now this article was focused on multiple factors that can build trust or destroy it including data privacy policies, online reviews from consumers, compatibility with political views and causes and so on, but to me what really stood out was how challenging it can be to win the hearts and trust of consumers and that it simply takes time.

But more than time, it takes multiple positive touches.

On the other hand, it’s really easy to lose a consumers trust.

When we run advertising campaigns for our clients, we work on under-promising and then over-delivering.  The opposite can destroy a company.

Here’s a link to the article: https://www.marketingcharts.com/customer-centric/privacy-and-security-229090 

If you want help or guidance creating trust for your company, reach out and we’ll talk.

 

Google is the Wrong Answer

Google is the Wrong Answer

by | Mar 21, 2023 | Marketing and Advertising Insights, ScLoHo's Web World, The Not-So-Secret Writings of ScLoHo, WOWO Fort Wayne Radio Advertising with Scott Howard

I was in a meeting with a business owner this month and as we were doing our usual “Discovery” meeting, one of the questions that was asked was:

Where are your current customers coming from?

He answered, “Google”

Bzzzzzz.  Wrong answer.

Well, perhaps it was really the wrong question.

Google for advertising veterans is the new Yellow Pages.   

For those under the age of 45, before Google was launched last century in 1998 and became the top search engine about 5 years later, consumers would use the Yellow Pages section of a phone book to get the phone number to a business they wanted to call or visit.

Yellow Page ad salespeople trained their business customers to ask new people calling, “How did you get our number?” and a sizeable percent of the answers were the phone book.

I mean it made sense, the phone book is where I got the number, so technically the answer was correct.  This is how the Yellow Page ad salespeople sold ads, by “proving their worth” and getting the business owner to buy a bigger ad each year.  

In the old days of the phone book or today of Google and smart phones, the answer to the question is predictable.  If I’m in front of my laptop, I’ll Google it.  Otherwise, I’ll ask my phone, because I can search with my voice.  Siri, Alexa, and Hey Google are all similar current replacements for the both the phone book and laptop versions of Google.

Here’s why that’s the wrong question to ask if you are attempting to decide where your customers are coming from or where to invest your advertising dollars.

Google is the last step in a long series of steps that your new customer made to connect with you.  We call it the Zero Moment of Truth.  

All they need is the phone number, or if I’m searching from my phone, I don’t even need the actual number, I can call without even knowing the number.

The question you want to know is what are all the other influencing factors that prompted your customer to Google you?  Was it word of mouth from a friend?  Was it a 10 second video ad they had to watch before YouTube played a cat video?  Was it the radio ad, the endorsement from the podcast host?  The highway road sign they drive by daily or even the Pay Per Click Ad they saw when researching the kind of stuff you sell?

That’s what you should measure, and make it multiple choice because odds are it’s a combination of multiple influences that were the steps that lead to that final step of connecting with you because they Googled you.

Google is not the answer to your business success, it’s just the final step that connected them to you.

Where’s The Money in 2023?

Where’s The Money in 2023?

by | Feb 27, 2023 | Marketing and Advertising Insights, ScLoHo's Collective Wisdom, The Not-So-Secret Writings of ScLoHo, WOWO Fort Wayne Radio Advertising with Scott Howard

Depending on where you get your news and information, you’ve probably heard a lot of Gloom and Doom stories about the economy.

Some say we’re in a recession, others say “no, not yet, don’t label it with the R word.”

Some blame the President, others blame the previous President, some say Covid, others say… well whatever, it doesn’t really matter.

For those of you who age 35 or younger, your adult lives were relatively stable until 3 years ago, economically speaking.

By 2010, a mere 13 years ago, the U.S. economy was in a growth mode that lasted 10 years. Inflation was down, unemployment was disappearing, stock prices were on the upswing and overall, except for the political bickering, we really didn’t that much to worry about.

Sure, there was and is talk about climate change, human rights, making sure everyone was being treated fairly without bias due to gender, skin color, race, or anything else that needs improvement.

But for today, I’m talking about money and the health of our economy in the United States.

Generally speaking, as a group, we were doing well.

But the impact of Covid related decisions has thrown us into a bit of turmoil and confusion.  Shutting down businesses, toilet paper shortages, overwhelmed health care operations.  Followed by disruptions in the supply chain for essentials besides toilet paper and eventually rising prices has had an impact on most people.

Those of you under the age of 35 haven’t seen this before and that can create fear of the unknown.

Those of us who are old enough to be your parents, have lived through challenges similar to this and I’m here to attempt to reassure you.

I turned 63 on my last birthday and am at the tail end of the baby boomer generation.  When I was a teenager, Jimmy Carter was the President.  We had just survived the Watergate years with the resignation of Richard Nixon.  Gasoline rationing was going on because we didn’t have enough.  Our country recovered and grew in the 1980’s.

The next big crisis I recall off the top of my head would have been September 11th, 2001.  The world stopped as all air flight was grounded and we had no idea what to expect.  We made adjustments and continued until the housing market took a tumble in 2008 and again, gloom and doom was the mood.

2008 was the year that a widely unknown candidate for the Presidency of the United States went all the way to the White House on a message of Hope & Change. It was during the Obama years that those of you that are 35 or younger first started becoming aware of money and what things cost.

On my team at Federated Media, the youngest is turning 26.  She is the first year of Gen Z.  I also have three Gen X and two Boomers. The life experiences color each of their perspectives and outlooks on life today and in the future.  But each is different too due to factors not related to age.

The original question of this piece is not about attitudes but reality.

The reality of who’s got the money to spend in 2023.

As a generation, the biggest chunk is still with the Baby Boomers, followed by Gen X and then Millennials.

In advertising, there used to be an ideal age demographic that was initially 18 to 34 year olds for a number of years and then shifted to 25-54 year olds.

Nearly all the advertising was targeted to people in this demographic and the question to ask is why?

Baby Boomers were the largest generation ever, spanning the years 1946 to 64 for their birthdays and by the 1980’s most of them were between ages 18-34.

As Boomers aged and started families, the desired demo shifted to the 25-54 year olds and sort of stuck there.

Problem is the youngest of the Boomers are turning 59 this year and have fallen out of favor due to their age for the advertising community.

The exception seems to be all the medical and retirement advertising.

But believe me, the people who have the money to support your business still are the Baby Boomers with over 50% of the wealth and Gen X with nearly 30% according to several studies including MarketingCharts.com.

Marketers like to focus on youth, whether that’s Millennials or Gen Z, but Baby Boomers are the big spenders. A MarketingCharts review of the latest data published by the Federal Reserve confirms that Baby Boomers hold the largest share of US household wealth. However, Gen Xers, and to some extent Millennials, are seeing their wealth climb.

As the General Sales Manager of 4 radio stations in Fort Wayne, Indiana that target our programming to reach people with money to spend, even now, I can help you by connecting our listeners to you and your business so you can convert them to become your customers in 2023.   Email me for information:  Scott@WOWO.com

7 Considerations For Successful Advertising

7 Considerations For Successful Advertising

by | Feb 13, 2023 | Marketing and Advertising Insights, ScLoHo's Media, The Not-So-Secret Writings of ScLoHo

As I write this on February 13th, not quite 24 hours have passed since I watched Super Bowl 57 and yet the impact of that game is reverberating in my world.

I had no skin in the game, even though the thought crossed my mind to wager since it’s now legal, but I declined.

Many advertisers, both national and local wagered that the game would be a good place to advertise and they ponied up the funds to do so.  Despite my media and marketing credentials, I watched the game as a normal person, live and on the screen.  I am going to review the game that my YouTubeTV account recorded for me, but for now, I’m just like you.

There are very few ads that I recall as being outstanding.  I remember the Pepsi Zero ads, a couple of movie ads (but don’t recall the films they were promoting), and a T-Mobile ad.

Here’s why I remember them:

I’ve seen Pepsi Zero and Mountain Dew Zero at the store recently but decided not to buy, because I like my Diet Dew just fine.  The T-Mobile ad was for $50 home internet service and it’s because I’m already a T-Mobile customer for our phone service and I’ve checked out their internet service before.   None of the ads I saw prompted me to take action and it’s doubtful that any will in the future because, well like I said, none of the other ads are top of mind with me, less than 24 hours later.

Now I know there were other companies advertising, but some of the companies I had never heard of before and I don’t remember them now.  Even the ones that I liked, I don’t recall who they were for.

Oh wait a second, I just remembered one more for Dunkin Donuts.  They used Ben and Jennifer but gave me no reason to buy a donut or whatever they were promoting.

Super Bowl Advertising used to be considered the best place to buy advertising because of the tremendous number of viewers and the supposed impact it would have on your business or brand.

Not really, instead I’ll share with you 7 Considerations For Successful Advertising:

  1. Reach. How many people will your ad reach?  Not just anyone, but the people that are likely to be your customers.  The greater the reach, the more it will cost.
  2. Frequency. How many times will those people be exposed to your ad?  During the Super Bowl all the national ads played only once so they get a frequency score of one. Some brands aired more than one ad like the Pepsi Zero ads I saw, so they get a score of two.  The higher the frequency to potential customers, the better in most cases.
  3. Messaging. A co-worker of mine has been getting a barrage of emails from a local company that have no purpose.  He entered a contest this business has going on for several weeks and every day he gets an email from them, wishing him a nice day, or something like that but there are no offers or calls to actions.  Most people would delete, unsubscribe or report this as spam.  Your Messaging has to have a purpose.
  4. Trust.  Does your advertising build Trust in your company?  Or is it detracting from your brand and image?  If your advertising has to have a lot of legalese or fine print disclaimers, you are not building trust.
  5. The Environment. Not mother earth, the environment of where your advertisement is placed. The advertising media that you are using has it’s own brand and if your brand and theirs are not compatible, that’s not good at all.  I used to work for a group of radio stations that allowed ads for “Gentlemen’s Clubs” after 9pm at night.  Unless you are running a business that doesn’t mind being associated with that, then you better not advertise on that station.  Think about it this way.  Would you want your businesses physical location next to them?  If the answer is no, then consider the same concept for your advertising.
  6. Human Relationship Principles.  Do your ads mimic normal human relationships in their presentation?  Or are they annoying ads that make you want to tune out?  You can use humor, you can use music, you can even use a straight voice, but the very best ads are the one that flow the way our conversations do when we are talking with friends and family.
  7. Trustworthy Marketing Consultant.  The majority of advertising sales people are not trustworthy marketing consultants.  Many are simply salespeople who are limited in their capabilities.  This limitation is either because of their personality, their training, or both.

It doesn’t take a Super Bowl ad to make your business successful, it takes working with someone that can help you navigate and understand what I just mentioned and who has the competence to work with you to dig in and create what’s needed.  Contact me if you want help,  Scott at WOWO.com

Trust is the Glue

Trust is the Glue

by | Nov 1, 2022 | Marketing and Advertising Insights, ScLoHo's Collective Wisdom, The Not-So-Secret Writings of ScLoHo

Trust.

This five letter word is the glue that holds our world together.

Over the years I’ve been writing, publishing and podcasting, the theme I keep coming back to is Human Relationship Principles.  And the key to all human relationships is trust.

Before I dig into the marketing and advertising thoughts regarding Trust, let’s stand back at look around our world.

From the day we are born, we place our trust in an adult to feed us and take care of us.  As we grow older, we become more self-sufficient and those needs change but trust is placed in other things and people.  As simple as putting trust in the chair you are sitting in right now.  Trust that when you are driving down the road that the person driving towards you will stay on their side of the road while you stay on your side.  That’s trust.

Trust in relationships also pertains to agreements between countries.  A level of trust has to come with signing treaties. Agreements between companies always have a trust factor.

In the most personal relationships, we trust.  Trust that the person you lay down to sleep with is not going to harm you.

Trust can be broken and how we deal with broken trust will impact future relations.

Spending money on something involves trust too.  There is a reason some people buy chips from the dollar store and others buy them from the supermarket, but no matter where you buy them, you trust that what’s inside the bag is worth the money you paid.

When we don’t know who to trust, what do we do?

We look around for recommendations.

However not all recommendations are valued equally.

Research firm Ipsos released a survey that talks about who adults trust for recommendations.

The top couple of trusted groups are unchanged from surveys I’ve seen for decades.

7 out of 10 adults trust their family members and 2/3rds trust the recommendations of friends when deciding what or where to spend their money.

This has traditionally been called Word Of Mouth and I’ll get back to it in a second.

All the other sources for recommendations scored poorly,  Under 40% of adults trust casual acquaintances. Someone who works in the store or for the company were only trusted 37% of the time.

All the online resources including company websites, companies on social media, review sites, social media groups, even the social media influencers scored in the 30’s or 20’s out of 100 for being trusted enough to spend money.

Why is this you ask?

It’s all about the Human Connection.  We know our family, we choose our friends and we trust friends and family to have our back.  All those others, they’re just out for themselves, at least that’s our perception, deep down in our gut.

Marketers are looking to create advertising campaigns that will persuade us to buy what they are selling.

Smart marketers include the trust factor in their plans.

9 years ago, I joined Federated Media’s WOWO radio advertising sales team.  I had worked for other media companies and radio stations in Fort Wayne and I even worked for Federated Media earlier in my life on the air for sister station WMEE.

Why did I join WOWO in 2013?

Trust.

Ben Saurer was a young 20 something-year-old whose first real job was working in radio at a group of stations I was with and he left when he was hired by Federated Media to become their General Sales Manager for WOWO.  I knew Ben from our time together and I trusted Ben.

I trusted Ben enough to meet with him on the sly as I was working for an e-commerce company, as hour out of town, to discuss the possibility of us working together again.  Difference was, I would be working for him instead of the other way around like when we first met.

This trust factor along with trust in my own ability led to my taking an initial pay cut without a guarantee that I would earn it back; along with being the 5th person on a five person sales team.  A little background on what it means to be #5 on a 5 person team.  You’re not sitting in the superstar spot.  #5 on a 5 person sales team is a revolving door.

Nothing was promised to me, no established accounts to take over, none of that, just an opportunity that was mine to take advantage of.

All of the accounts from my past were handled by the other 4 members of the WOWO sales team.  Let’s be blunt about this.  #5 on a five person team has about a 10% chance of making it, and that’s optimistic.

During the first year, I ended up winning the Super Goal award for Federated Media’s Fort Wayne stations.  Out of about 20 sales people, I exceeded my budget goals more than anyone else when measuring percentages.  I was not the top salesperson, I was not in the top 5, I don’t know where I was actually in dollars, but I beat expectations.  That 10% chance of survival was overcome and then some.

2014 was my first full year at WOWO.  2015, 2016, 2017 and 2018 were mostly growth years. And then 2019 something happened.

It was a year that exceeded expectations and budget goals again and I ended up winning the Super Goal award for Federated Media’s Fort Wayne stations again.  The difference in dollars was tremendous however. 2019 versus 2014 for me was a difference of around $500,000.

Besides winning the Super Goal award, I also won the Account Manager of the Year in 2019 for the entire Federated Media organization.  That was based on dollars.

Trust was the reason behind this success.  Business owners grew to trust me and the radio station, WOWO.  Now WOWO itself has earned respect and trust for it’s legacy that began in 1925 and in a couple of years will be celebrating a century on the air.  WOWO has had legendary radio personalities and our current line-up features two outstanding people who are trusted by their listeners.

Pat Miller hosts the Pat Miller Talk Show, weekday afternoons from 3pm to 6pm and Kayla Blakeslee is the host for Fort Wayne’s Morning News weekday mornings.

When Pat and Kayla talk, people listen.  But it’s more than listening, a relationship develops over time.  This is what happens what a radio personality is allowed to be real and share themselves on the air and as a news and talk formatted station, WOWO listeners have developed a Trust relationship with us.

The most successful campaigns on WOWO have Pat or Kayla as their spokesperson.  Their listeners Trust them,  it’s Word Of Mouth with a Bigger Mouth.

Recently I took over the sales departments at sister stations 1380, The Fan, our Sports Talk station; along with 98.9 The Bear, Federated Media’s Heritage Rock Music Station and BIG 92.3, our Classic Hits Music station.  The trust factor is there too on our music stations and here’s why…

No matter if you’re listening to Brett on the Sports Rush, Pat or Kayla talking about the news, or listening to your favorite tunes on BIG or the Bear, you are not just intellectually involved, you are emotionally involved too with your favorite stations.

Trust is an emotional connection and that is why I have seen so many businesses be successful when they invite listeners who have an emotional bond with their favorite station, also trust the advertisers, especially when the ads tie into that emotional side of us and nurture trust.

Sure, you can create some boring ads that just present the facts and hope they work.  You can create some gimmicky ads to promote what YOU want to sell, but if they leave out the human side and do nothing to build trust, your chances for success are limited.

Want to know more about how to integrate Trust in your marketing outreach?  Contact me.

https://omny.fm/shows/the-scott-howard-genuine-scloho-media-and-marketin/287-scloho-podcast-trust-is-the-glue