Is Your Business Trustworthy?

Awhile ago an article about Baby Boomers and  Advertising arrived in my email and I saved a portion to share today with a disclaimer…

This advice applies to all generations and the real question you and I need to answer is, Is Your Business Trustworthy? ScLoHo's Collective Wisdom

10 Ways To Build Boomers’ Trust

1. Make a long-term commitment. While Boomers represent the largest share of consumers for a vast majority of products and services, too often their loyalty is taken for granted. In today’s ultra-competitive world, brands need to maintain a constant presence in consumers’ lives not just to develop new customers, but also to protect existing ones.

2. Provide visibility and validity. Representing Boomers’ lives, priorities and interests in marketing efforts validates their existence, and develops a strong mental connection between them and your brand.

3. Express gratitude. Consumers expect to be rewarded for their loyalty through purchase frequency savings programs, but brands that really stand out take it a step further with additional messaging that simply thanks customers for their business and offers to better meet their needs. Airlines do a great job of this.

4. Treat your employees well. Being good to your employees conveys that your company cares about more than profits. Costco has become known for paying decent wages, providing good health benefits, embracing equality, and promoting from within. Such benefits have resulted in high employee loyalty and good press for the brand.

5. Give back. Customers like knowing that their spending allows them to participate in doing social good. In a world where Wells Fargo exploited its consumer base for its own good, companies that do social good will stand out. Companies with strong corporate social responsibility efforts are also a hit with Millennials.

6. Keep good company. Ad networks may be cost-efficient, but they can’t guarantee delivery of your message in an environment that enhances messaging. Leveraging media environments that consumers already trust can provide the unexpressed endorsement of an advertiser.

7. Provide knowledge and transparency online. While an ad can generate awareness, it is no longer enough to drive sale. Among Boomers who use the Internet, 90% conduct research online before making purchase decisions. Make it easy for these consumers to find and learn about your brand online by providing dedicated URLs in advertising, and maximizing the effectiveness of search strategies.

8. Develop strong customer service. The importance of strong phone and online chat customer service can’t be overstated, particularly for serious purchase decisions (e.g. investments, healthcare). Older consumers may first want to gather information independently, but once they are ready to contact a company, they expect to be greeted by a knowledgeable, friendly, helpful person who provides an easy learning and/or buying experience.

9. Develop online communities. There’s safety in numbers. Online communities can serve as brand ambassadors and provide Boomers with the confidence that purchasing a product or service is a good investment.

10. Generate good press. Even the best advertising can’t match the value of independent editorial coverage by reputable media outlets. This is a well-established tactic that is more relevant than ever in the age of mistrust.

The no-shortcuts way to build trust: Justified or not, marketing has played a significant role in the age of mistrust. Brands that want to stand out from the rest must prioritize integrity, part of which means treating the relationship with Boomers with the respect it deserves. There’s no silver bullet solution. Brands simply need to walk the walk.

 

This snippet was from an article shared by Mediapost.

Is Traditional Media Dead?

So really…Is Traditional Media Dead?

I’m going to look at this subject from a marketers perspective.  And a consumers viewpoint. And focus on just one piece of the traditional media, daily newspapers.

Lots of businesses rely on traditional media and advertising options that have been the mainstay for decades.  Radio, television, yellow pages, magazines and newspapers were the big ones.

Every one would get a phone book that included a yellow page section that businesses would pay for ad space so you and I as consumers could find a plumber or lawyer or whatever we needed that we didn’t already have.

The internet replaced the relevancy of the printed yellow pages as cellphones replaced land lines and printed phone books that were updated months in advance and published once a year became obsolete.

(I’m still listed in the printed phone book white pages with an address that I moved from 11 years ago and a phone number I disconnected 3 years ago.)

But let’s focus a second on the other printed form of advertising that is updated nearly every day.

Your local newspaper.  A decade ago I predicted the death of their business model at the same time our local papers built a new multi-million dollar press and building.  It was a stupid idea, but it didn’t kill the paper.

Last month a friend of mine who comes into the Firefly Coffee Shop everyday to do crosswords and drink a Venti cup of coffee told me he is in the Sunday newspaper.  Jim is his name and Jim is in his 70’s. He told me that his picture was in the business section.

While Jim was looking around the coffee shop for a copy of the Journal-Gazette Business section to show me the picture of him, I sat at my laptop and found it and the story.

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Jim was surprised that I could find nearly any story from the printed copy of the newspaper on their website. Here’s the irony:

Jim did not read the story in the newspaper and so he did not know the context of the picture except the picture was of two women and he was in the background.  The headline read: Youth also flavor local java scene and it was about the increase of millennials visiting coffee shops.

As both technology changes and generations age, there is a shift in the way the public consumes media and gathers information.  Many newspapers allow you to read a limited number of articles online free but the goal is to have you pay with an online subscription.

The newspaper business model is broken and attempts to fix it appear futile. The company I work for, Federated Media sold off the one newspaper they owned this year because it was not profitable. At least compared to the other media assets under the company umbrella.  Without my personally speaking to the Dillie family that owns our company, I still know that the newspaper was a prized piece of the portfolio of media interests, and the sale of the paper was strictly a business move that they wished they didn’t have to do.

Mediapost shared some stats about newspaper revenues that include:

Gannett reported an 11.7% year-on-year drop in its third-quarter ad revenues and a 6.4% drop in its circulation revenues

Print advertising revenues for the three months that ended on September 25 fell 14.8%, led by a 35.1% reduction in national print advertising and a 19.1% reduction in preprints.

On the positive side, they shared this:

Digital advertising revenues were up 6.2%, compared to the quarter a year ago, Digital-only subscriptions grew 45%.

However:

Gannett plans to lay off roughly 350 employees, or around 2% of its total workforce of about 18,700.

Gannett, which is the nation’s largest newspaper publisher, with a portfolio that includes USA Today and more than 100 local publications

Layoff announcements like this are not new. They are continuous. These are not like the old layoff announcements companies used to make about temporary layoffs.  These jobs are not coming back.

The online version of newspapers is not capable of supporting financially the printed version.

The short story on these and other numbers is that the newspaper business is still trying to stay alive but when they finally do find a formula that makes it possible to survive financially, it will be a tiny fragment of what we have now in 2016.  And what we have now in 2016 is a fragment of what the newspaper industry was 20 years ago.

As a consumer, I don’t need the printed paper to stay informed.  If the online version goes away, we’ll have other online news sources that don’t have the burden of overhead.

As an advertiser, the number of print readers I reach by ads in the newspaper will continue to grow old and die.  I went to a funeral of a 95 year old this fall so we may be living longer, but like my friend Jim who is in his 70’s and his picture is in the paper, it doesn’t matter anymore.

Thoughts?  Questions? Comments?  Let’s talk.

 

You Are In The PEOPLE Business

Okay, you are not really making money by  buying, selling or trading human beings, but hang on…

You are in the People Business, no doubt about it. ScloHobookgs

In my world at WOWO Radio and  Federated Digital Solutions, one of the tactics that I offer that captures the attention of people I talk to is something called geo-fencing. It’s a method to serve digital display ads to individuals based on the places they go.  For example, I have a couple of doctors that are geo-fencing other doctors offices to offer an alternative option to those patients.

It’s all done with a bunch of technology that is both impressive and scary at the same time.

However, I need to remind my doctors and others who get excited about technology that they are really in the people business.

Using my doctors as an example…

If Doctor A wants to increase his business by inviting more people to become his patients, he can covert Doctor B’s patients to become his by inviting them through the geofencing method I mentioned.  But the advertising is just an invitation. Advertising, even targeted advertising is only an invitation and a fraction of the people exposed to advertising will respond.

This is true of any and every form of advertising.  You will never get a 100% response rate to an advertising campaign no matter how highly refined the methods and technology.

Let’s focus on those that do respond.  They are people and they want to feel good about doing business with you. If there is some person who answers the phone or deals face to face with your potential customer who makes your potential customer feel less than confident about becoming your customer, than you can lose that customer.

I have seen this happen with some of my clients and all of us have been in the customers shoes where we decide NOT to buy due to something another person did or did not do.

Let me leave you with a few questions to ask yourself:

  • When a potential customer calls, what do they really want and how well are we providing?
  • When a potential customer walks in to our business, what do they really want and how well are we providing?
  • If a customer has a problem or question, how do we take care of the issue to fix the problem or answer their question?
  • What can we do to create a positive people experience for everyone?

It’s Simple and Complex

Today I’m wrapping up a series of reposts that I discovered in October were the 5 most shared articles I’ve published in the past 12 months.  If you want to find your most popular posts on your site, go here.

Many of the people I see selling advertising and marketing seem to get lost in a world of details that most business owners don’t really care about.

I witnessed this last month (again). I sat in a meeting where a salesperson was trying to sell a service my advertising partner would probably like to use, if they are not overwhelmed by it all.

Advertising really is simple, you want to invite people to your business to spend money with you.

You don’t need to know all the complexities of how an ad is created, or how to reach the most people, or “right” people…

You just need to partner with advertising and marketing people who know how to do that effectively.

That’s what I strive to do.

This rose is both simple & complex.

This rose is both simple & complex.

Take the complex and keep it simple.

Want help?

Another Look at R.O.I.

This is week 3 of 5 weeks, I am sharing the 5 most shared articles I’ve published in the past 12 months. This is from the end of August:

A few weeks ago, I wrote about the Lifetime Value of a customer.  It’s something that most new business people don’t grasp because they are focused on the weekly and monthly cost of doing business.

(I worked with one fellow a few years ago when we were both employed by an e-commerce business that would watch the online sales volume by the hour.  That’s a little obsessive unless you also look at the big picture.)

And it’s the Big Picture that focuses on the Lifetime Value of a customer.

The example I presented was my own experience with a local coffee shop.  I may be a $3 cup of coffee, or a $10 food and drink transaction, but my Lifetime Value is thousands of dollars.  You can see how I did the math here.

After I published that article, a former colleague of mine, Peter Presnal wrote to me with his comments:

The late, great Peter Drucker said a business has one purpose: to create a customer. What you’re talking about, Scott Howard, is that customer’s value over time (aka Lifetime Value). It seems to me the only real way to evaluate the effectiveness of an advertising or marketing initiative is how many customers the initiative generates and their value OVER TIME. If it cost, say, $2000 in advertising to get you to show up at your coffee shop the first time, and the shop operated on, say, a 50% gross margin, and even if you were the only customer who got popped then that was a successful campaign…it at this point is a 150% ROI. The problem, as you and I both know, most small business owners would say that a campaign that only popped one person failed…but because that’s only because they themselves failed to look at the value of the customer OVER TIME.

Peter Presnal

Peter Presnal (click on his head to fed his ego and his tummy)

Thanks Peter.

Peter and I crossed paths a lifetime ago when I worked for WMUZ in Detroit which is where I began my journey into the advertising and marketing world.  I stayed with WMUZ for 7 and a half years.

Peter has been there over 23 years and has his own website that I invite you to check out at http://socraticduck.com/