by Heather Caouette | Jan 4, 2017 | Blog
Word of mouth is arguably the most efficient and beneficial form of marketing. A recent Nielsen’s Harris Poll Online found that more than 80% of Americans seek recommendations when making any kind of purchase. Also, a Nielsen’s Trust in Advertising report showed that 84 percent of consumers say they value recommendations from friends and family above other types of advertising. Most people trust their peers more than corporate advertising, so hearing the virtues of your solution from a colleague will go far in establishing your credibility.
What does this information mean for your business and how do you incorporate word of mouth into your overall marketing strategy?
Nurture Happy Customers
Happy customers require a solid solution, first and foremost. Addressing the vulnerabilities of your product and services will increase your customers confidence in your company, helping develop customer advocates and extending word of mouth. Many people are happy to be an expert and discuss how they have solved a problem. By delivering a solid solution, exceptional customer service and conducting business as a true partner, customers will be open to acting as brand ambassadors. Build and engage a captive audience of your customers, partners and thought leaders.
Communicate to Your Customers
Collaborative relationships offer benefits to both sides. To have customers and prospects believe you are on their side, it is essential that marketing efforts speak to their motivations. Regardless of how beautifully crafted your campaign or message is, any project that does not speak to what influences your customer will fall flat. What keeps your clients up at night? What inspires them? You need to understand these motivators before you can make the link to how your offerings can help.
Simplify your messaging for the benefit of all involved. Someone outside of your company is not as immersed in the key take-aways as your executives. They will be asked about or offer information about your company, communicating the points they believe. Clear, concise messaging will make it easier for your customers to convey the benefits you want others to understand.
Make Their Voices Heard
You have happy customers who are willing to share their experiences. Now what? These stories and successes should be shared where people can learn from them. This can be through a variety of channels, including case studies, media interviews, social media interactions, presentations at tradeshows. The point is to have your customer’s voice heard where potential prospects and industry influencers could be listening. Having your success stories out there also keeps them alive long after they are told.
Create Targeted Campaigns
Not all messages will resonate with everyone and not all customers are created equal. Segmentation will vary depending on your company and what matters to your customers. Factors can include location, industry, customer size, solutions they are using or problem they are trying to solve. The audience should be able to relate to the customer’s experience. Match the client and message to the correct audience for maximum return.
Pick the Correct Channel
Similar to all customers not created equal, neither are channels. Businesses are made up of people that are using sites such as Facebook, Twitter, LinkedIn and Instagram. You need to get your message to the people where they are and where they will be receptive to hearing your customer’s story. That said, tread carefully to put your efforts in the channels that can offer the greatest reward as some may be a better fit than others. A channel that makes sense for one industry may not work for another. Also, focus on the message and desired outcome and not the trendy tool.
Ensure your online presence is optimized for mobile channels. According to an April 27, 2016 post by Smart Insights, mobile use grows an average of 58% year over year. Viewers should be able to move seamlessly between devices and have a consistent experience regardless of whether they find you on a desktop, tablet or phone.
Word of mouth marketing can be a cost-effective and credible way to extend your voice. These steps will increase the value of these efforts. Now, get your customers achievements heard!
by Ken Krause | Jul 20, 2016 | Blog
Long before I entered the world of health IT marketing, I remember my father telling me “Ask an engineer what time it is and he’ll tell you how the clock was made.” I don’t actually recall the reason he said it although there must’ve been one since he wasn’t one to speak in adages normally but I do recall the lesson.
The adage has taken on new meaning today. One of the cool things about working at Amendola Communications is that I regularly meet brilliant people doing brilliant things to improve the quality and efficiency of healthcare. I’m frequently amazed that they can not only think of innovative products and services to develop but also can put them together.
Yet therein lies the rub, so to speak. They are so justifiably proud of the thinking, work and effort that went into their products that they forget the average user isn’t interested in all the inner workings or how they got to where they are. They just want to “know the time.” They care more about the “why” than the “how.”
Jargon and technobabble
One of the biggest challenges these engineering-oriented folks face when it comes to health IT marketing is the technologist’s love of jargon and technobabble. Throw in the healthcare world’s love of acronyms and abbreviations and pretty soon you”ll have an incompressible communique that might even baffle Alan Turing. (For those not familiar with Turing, he’s the man who led the British efforts to break the Nazi’s “unbreakable” Enigma codes in WWII, which helped shorten the war by several years. The movie about that effort, The Imitation Game, is an excellent watch by the way.)
One popular phrase that seems to have accompanied most health IT marketing announcements over the past 15 years is “open and interoperable.” Given the healthcare industry’s well-documented and ongoing challenges with interoperability, at first glance that would seem like an important benefit. But in reality, the phrase has been so over-used and mis-used that it has really lost all meaning. Besides, if every technology that made that claim actually was open and interoperable, health IT wouldn’t be in the state it’s in right now.
The same goes for many of the facts, figures and specifications often touted in press releases, data sheets and other materials. While this information has its value, that value is not in leading the discussion. It’s more support to assure potential buyers that a product they are now convinced solves their problem will also work within its existing infrastructure.
This difference between facts and useful information really came home to me a few months ago when I was asked to look at a press release and data sheet to determine how much editing would be required to make them effective for health IT marketing. I diligently read through the press release. I then diligently read through the data sheet.
Finally I gave my response. I thought they both needed a lot of work because after all that reading I wasn’t quite sure what the product did or why anyone in healthcare would want it. I knew what sorts of protocols had been used in its creation, and the alphabet soup of standards it met. I’m fairly certain I even knew what type of software development was used in its creation and what they people who worked on it liked to eat for lunch.
The only thing I didn’t know is exactly what it did. Or why I should care.
The Imitation Game
This time I’m not referencing the movie, but instead the way organizations seem to like to imitate the language used by competitors or big players in the industry to make their marketing materials seem more “official” and important. This is especially true on websites.
When we start with a new client, or are pitching a new prospect, one of the first things I and most of my colleagues do is go to the client’s/prospect’s website to learn something about them. Sometimes this is a very fruitful venture that provides great background and insight into the organization’s purpose and objectives.
But there are definitely times when I come away less informed than I was before I went onto the site. Platitudes, clichs and marketingspeak picked up and (slightly) repackaged from the websites of companies someone on the team admires rule the day. It makes me think that the company has no idea what it does and who its audience is. Or that it has a solution that’s in search of a problem to solve.
Rather than trying to sound like everyone else, and one-up the competition in the use of meaningless phrases, smart marketers will understand who they’re trying to reach and what problem(s) they have. They will then craft their messages to address those audiences and their issues directly. And simply.
It’s like a FedEx Super Bowl commercial from the last decade. A group of underlings in suits are trying to explain to the CEO why they need to switch to FedEx. They start out with an MBA-level discussion which goes right over the head of the CEO. Then they simplify it to more of an undergrad-level explanation. Still nothing but crickets.
Finally someone says, “For every dollar we spend we’ll get two back.” Sold!
If all your competitors are trying to outdo each other with technical information and complex explanations, don’t look at it as a guideline. Look at it as an opportunity.
Remember Apple didn’t get to be the world’s valuable company by selling technology and specs. That’s what their competitors tried to do. Instead, Apple sold solutions and simplicity. In fact, their whole brand was based on making their technology so easy to use and un-intimidating that you didn’t even need an owner’s manual. You could figure it out for yourself.
Keep it simple
Whether you’re creating a press release, white paper, collateral piece, video or some other form of communication it’s important to focus first on the benefits to the user. Even the most technical audience needs you to identify what problem(s) you solve or improvements you deliver before they will invest any more time. Answer the question: “Why should I care?”
If they don’t understand what the product or service does immediately, and why it will make their jobs easier/lives better, all the rest is unnecessary detail. Especially if your audience is clinicians; they already have enough inner workings to worry about in the human body.
It’s great to be proud of the technological breakthroughs you have created; celebrate them fully. But when it comes to PR and marketing, remember to focus on the WHY. Being able to tell time is WHY we buy a clock.
To learn more about how to communicate technology benefits more effectively, click here.
What has your experience been? Have you ever gone to a website or read a brochure and left more confused about what the company did than when you started? How do you address the people within your own organization who want to stuff marketing materials full of jargon and marketingspeak?
by Ken Krause | Jun 9, 2016 | Blog
It’s happened to me. It’s happened to my friends. Sooner or later it happens to just about everyone in marketing communications. Someone (usually someone who doesn’t have to execute it) decides, “Hey, let’s create a marketing newsletter!” and the next thing you know it’s your job to pull it together out of cotton candy and unicorns.
In the era of Facebook, Pinterest, Instagram and a million other social media applications, an email newsletter may seem quaint. “Someone needs to update their marketing playbook,” you think. But the reality is email newsletter are still highly effective. Like 95% effective if they are done right.
That’s the key, isn’t it? Because newsletters can be time-consuming, especially if content is tough to come by, they are generally handed off to the newbie, or the least experienced member of the team, or the person who just doesn’t know how to say no.
It doesn’t have to be as heinous of a chore as it may seem. In fact, it can be rather fun if you approach it the right way. Here are a few suggestions for not only taking the pain out of producing a newsletter but creating a finished product you’ll be proud to send to your customers and prospects.
Keep it simple
One of the most common newsletter mistakes is thinking you’re publishing the New York Times Sunday edition, i.e., stuffing it chock full of too many articles. Keep in mind who your readers are and how they’re consuming the content.
These days, many are opening the newsletter on their smartphones. With roughly 4-7 inches of screen space, too many stories too little readership. Offering two or three in-depth articles supplemented by shorter, easily consumable content (see the next section) will be easier on the eyes and will keep readers from becoming easily overwhelmed.
Keeping it simple solves another dilemma every marketer has experienced with a newsletter at one time or another: the first issue comes out on time to great huzzahs. The second issue comes out a couple of weeks late, and the third issue never sees the light of day.
Keeping the number of stories lower helps ensure there’s plenty of fodder for the next issue. Besides, it’s a lot easier to herd three cats, er, subject matter experts, at a time than six or eight. Especially if you’re “managing up.”
Mix in “snackable” content
Yes, you have some great thought leadership to share, and it can only be delivered in a longer article. After all, you want your audience to be informed.
Sometimes, though, people think they don’t have time to read a longer article. If you include fun, entertaining and/or informative content that can be consumed at a glance (like grabbing a handful of M&Ms you can chew and swallow quickly so no one knows you’re cheating on the diet) your readers will be more likely to open the newsletter to give those pieces a look.
While they’re there, they may decide they might have enough time to read one of the more in-depth pieces. Why not? The newsletter is already open anyway.
Fun facts, trivia or statistics related to your industry (even better your area of it) are always welcome. For example, if your business involves blood transfusions, you could share that the first recorded successful blood transfusion was in 1665. Or that nearly 21 million blood components are transfused each year in the U.S. Anything that will make your audience stop for a second and say “Hmmm.”
Quotes from famous people are another great source of snackable content. Even an infographic can work, as long as you keep it simple. Give readers something they can view quickly (and find interesting) and you’ll make opening your newsletter habit-forming.
Include graphics
Nothing says uninviting (or “hard to read”) like wall-to-wall type. Look for ways to include graphics as part of your stories.
Maybe it’s a photo of the author. Maybe it’s a relevant illustration or photo. Maybe it’s a cartoon if you have someone on staff who likes to draw. Find a way to include some graphics and you’ll improve the look. Just be sure they don’t also slow down how quickly the newsletter loads.
Focus on them, not you
Let’s face it ” we live in a very “me”-oriented society. The old acronym WIIFM “what’s in it for me? ” applies now more than ever. So if your newsletter is all about your product, your services and your company, it’s going to be of very little interest to anyone outside the company.
Think about what happens at a party or other gathering where people cobble together posters filled with pictures of the guest of honor. The first thing visitors do when they look at the photos is check to see if they are in them. (Ok, maybe it’s just me who does that.)
Keep the “Inside Baseball” stuff to a minimum unless this is an internal company newsletter. Offer up information that will help readers do their jobs better, or improve their relationships with a boss or co-workers, or enjoy their leisure time more. Anything that offers a promise of making the reader smarter or happier or better-prepared in some aspect of their lives.
That doesn’t mean you can’t include something about your company and its products or services now and then, especially if you have a truly exciting announcement. But be careful, because the more readers perceive the newsletter is about you instead of them, the less motivated they will be to read it. Or even open it.
Keep the language friendly but genuine
There is always a temptation, especially among those who are new to writing, to try to show off their college or post-graduate educations by creating deadly serious tomes that read like textbooks. Remember how much fun textbooks were to read?
If you want to get your audience engaged with your newsletter on a regular basis, write it more like a friend sharing great information with another friend. As a general rule, newsletter articles should be conversational, much like a blog post. In fact, this blog post by my colleague Michelle Noteboom offers some great tips that apply to newsletter articles as much as they do blogs. Not to mention an example of writing style.
At the same time, you also want to be genuine in your writing. If you’re ghost writing for a company executive who is known to be rather dry or formal in their day-to-day life, suddenly adopting a breezy attitude in a newsletter article will immediately scream FALSE and hurt the credibility of the article and the newsletter.
For more down-to-earth types, however, you can inject some fun. Find out what their hobbies and interests are and tie them in if you can. Keep sentences and paragraphs short again a must for those reading on smartphones. The easier the story is to read and comprehend, the more likely it is to make a lasting impression.
Not so bad
See? Being in charge of the newsletter isn’t so bad. And the more you do it, the easier it will get. Before you know it you’ll be the one doling out advice and shaking your head at every bad newsletter you get.
Have you ever been in charge of a newsletter? What has your experience been? Is there anything you would change about what I suggested? Or anything you would change in your approach for the next time?
