Email Marketing for Customer Retention

Email Marketing for Customer Retention

Gathering email addresses (with permission), with the aim of incorporating email marketing for customer retention into your overall marketing strategy, is a great way to go and worthy of special attention.

You can do this with online list building services like Sumo, or paper versions of the same thing stuck on your counter top beside your till. Try Facebook contests (get entrants to send email by message, not in public comments) or have people put their email address in a goldfish bowl to enter an in-store competition. Don’t ignore the opportunities at trade and consumer shows. Same for networking events and as part and parcel of your ongoing interaction and communication with your existing customers. Stick an invite to join your mailing list in your auto-signature.

Note that, even in its free version, Sumo offers very nice pop-up and slider email capture forms, including the type that appears only as your website visitor is about to leave.

When a person gives you their email address in the full knowledge that you will market to them, there is a clear indication that they are happy for this to happen. There is a commitment; a sign that they think you are ok. They’re offering you the chance to develop them into loyal ‘fans’.

Now, don’t forget that, like all other elements of your varied pro-active communication with your audiences, whatever you write about in your email marketing must be of interest to your customers and prospects. It’s up to you to provide them with opportunities to gain value.

There’s little point in constructing a lovely email about stuff they simply aren’t interested in. Vary the content of your emails and keep track of their success. Learn to know what works and what not so much. Come up with different articles for your different audiences.

email marketing for customer retention

Is Email Marketing Worthwhile?

Sure, it can be contended that the success rate of email marketing might be low, in terms of click-throughs to your website and purchases (where relevant).

But it can equally be argued that the investment is pretty low too. Especially if you’re disciplined enough to be noting down what it is you want to say in your next email as you go about your daily tasks. Where this form of marketing can indeed be slow and time-consuming is if you find yourself sitting down to write your next email without having put any thought into it previously. That’s a sure-fire way of ending up wasting time staring at a computer screen or looking up videos of cuddly cats on YouTube.

DO NOT click on that link!

Jot down your ideas as you go. Have a focal point for each email. That might be the pure selling of one particular product or other this month, or simply providing useful non-salesy information for your customers next time. Think about what your customers want and remember that this is, at a minimum, brand reinforcement you are engaging in.

Email Marketing for Customer Retention – Tools

There are several well-known email marketing platforms that dominate this market. I use Mailchimp, which is free for those who have fewer than 2,000 email addresses on their list. Indeed, automation services (for example, where you want to automatically send an email to a person who has read a certain blogpost on your website) no longer incur a cost.

Mailchimp (and other services) also offer landing page options, so you can have a stand-alone URL that comprises of nothing other than a sign-up form. Wonderful for requesting sign-ups at outdoor events, trade shows and the like.

Sample Landing Page Email Signup Form

People as part of the Services Marketing Mix

People as part of the Services Marketing Mix

When we think of the Marketing Mix, we’ve all heard about the famous “Four Ps”, made up of product, price, place (distribution) and promotion. However, the importance of people as part of the services marketing mix might just pass us by.

You see, potential customers will make purchasing decisions based not only on your marketing communications, service quality and reasonableness of your pricing, but on your full services marketing mix – and that includes most especially your people.

Here in the West of Ireland, there’s this great seafood restaurant along the coastline, serving up fabulous local oysters, mussels, fish and more. The view from the dining room is to die for, with ocean, islands and spectacular cliffs outside its big windows. Pricing is perfectly reasonable. It’s great. But the staff leaves a lot to be desired – especially the owner/manager. I’m not sure if they realise it or not, but their manner is very poor, leading to a big ‘fail’ in this critically important P – people as part of the services marketing mix.

Meanwhile, inland, there’s this run of the mill (in terms of location, decor and seating) café diner that opens up for lunch each day.  Now, don’t get me wrong, they do really very nice food indeed, especially their great and varied home-made soups. But the thing here is that the owner/manager is fantastic, always wears a smile and is truly friendly. I return regularly.

I recently read a motivational sign inviting us to smile, because it might confuse people. Unfortunately, this is very often the case. But if you can invest in really great people and add them in to your marketing mix, you’re onto a winner.

people as part of the services marketing mix

Anyway, the ‘people’ in your marketing mix involves two key functions : procedures and personality. Procedures is about doing the necessary in an organised and efficient manner. Personality is about delivering that functionality with a nice and friendly manner.

I remember reading Feargal Quinn’s legendary book about quality customer care entitled “Crowning the Customer” and a passage inside where he mentioned that, at the time when he was still involved in recruitment for his business, that if a candidate didn’t smile during the interview he didn’t get the job. You can buy that book from the publisher here.

Just remember that there’s no point in having the finest automobile, bought at an excellent price and running on the straightest road, if the person behind the wheel doesn’t know how to drive! In service businesses, be sure your people are the right people.

Winking at a good-looking Girl in the Dark

Avoid Winking at a Good-looking Girl in the Dark

As the old adage goes, “Running a business without advertising is like winking at a good-looking girl (or guy) in the dark. You know what you’re doing, but nobody else does”.

winking at a good-looking girl

Now, for “advertising”, you can substitute “promoting”, thereby allowing yourself to concentrate on social media, for example, or getting out and meeting people. You may not have a budget for pure advertising, in the sense of spending money on media. However, if you’re short of cash, mister *, you might still be able to time-manage yourself to a sufficient degree to allow yourself dedicate some time to social media work, on Facebook, Twitter or other. Or get along to some networking opportunities. Or try to generate some favourable and free press coverage through PR work.

Essentially, you’ve got to be telling people (your target markets) about what you’re doing and what’s good about your product or service. Another adage states that “If you’re not telling, you’re not selling”. There’s no arguing with that.

As the summer winds up over the next few weeks, many of us self-employed small business owners who have perhaps been on autopilot for the previous two months will begin to turn our thoughts back to the job at hand. I regularly say that micro-business owners often have two beginnings to their year. The first, of course, is in January. But there’s a second one in September, once the holidays are over and the kids have gone back to school. Let me suggest that you develop some rigorous system to urge yourself to communicate with your audiences into the future.

  • Develop a social media marketing plan and schedule that makes use of the platform(s) your audience is active on.
  • Get networking offline, regularly.
  • Build relationships with journalists, bloggers and other influencers who can give you some coverage gratos.
  • Ask for testimonials from satisfied customers and put them up on your website. Even better, shoot some video testimonials.
  • Employ some free content marketing amplifiers, like Missinglettr. I like it very much.

Winking at a good-looking Girl

So, the next time you’re considering it, switch on the light first …

*  Stolen from an old U2 track, “Bullet the Blue Sky”.

5 Great Irish Advertising Slogans

5 Great Irish Advertising Slogans over the Years

I was listening to the radio the other day, Joe probably, when my mind drifted to some of the great Irish advertising slogans that have adorned the airwaves over the years. It must have been something he said.

Wondering why these slogans were (are) particularly excellent, I realised that one characteristic they all share is a small number of words. One of them is so short, it contains just two! But, of course, that in itself is not enough. The slogan also needs to speak in some way about the brand and its market – the “feelings” of its consumers, if you will.

1. “My goodness, my Guinness”

While recalled somewhat less frequently than its more famous cousin, “Guinness is good for you”, the amazing thing about this classic from the 1930s is that people still say it on the street, every single day, without even noticing.

great irish advertising slogans

2. Brennan’s, “Today’s bread, today”

The grand old character from Brennan’s Bakery who’s been uttering these immortal words for decades is a legend in himself. The bakery’s advert sketches, played out between “Old Mr. Brennan” and one of his side-kicks are fantastic and the tagline is simple, but brilliant. Two words, one repeated. One of the truly great Irish advertising slogans.

great irish advertising slogans - brennans

3. Centra, “For the way we live today”

Centra’s memorable tagline makes great use of a nice little musical ditty, so that we not only recall it fondly, but sing it.

great irish advertising slogans centra

4. “Look up, it’s Aer Lingus”

It’s a long time since our skies were filled with more or less just Aer Lingus, British Airways or Aeroflot. This ancient slogan still makes those of us of a certain age mutter it to ourselves whenever we see or fly the “national carrier”.

great irish advertising slogans - aer lingus

5. Homestead, “Brings value home”

Used, among others, in the ad that won the award for Irish Radio Ad of the 20th Century, this was all about warmth, comfort, homeliness and reasonable prices in the recession-hit Ireland of the 1980s.

great irish advertising slogans homestead

Great Irish Advertising Slogans

There are other greats, of course. But another of the characteristics of these taglines is that they make us smile. Like this superb old Guinness TV classic, “Tá siad ag teacht”. Brilliant.

3 Free Tools to Amplify your Blogpost

3 Free Tools to Amplify your Blogpost

These 3 free tools to amplify your blogpost are easy to use and help disseminate your writing beyond the confines of your website.

dlvr.it

amplify your blogpost - dlvr.it

(What a great name, by the way!)

“Deliver It” does exactly what it says on the tin. In its free version, you can feed it one source of blogging and request that its system puts out your latest blogpost across up to three social media platforms. in my case, I pump my blogposts out onto my Facebook Page, Twitter account and LinkedIn profile. Great reach! Easy peasy. There is also a paid version, where you have greater choices. Visit https://dlvr.it/

missinglettr.com

amplify your blogpost - missinglettr

I really like this new platform that I stumbled across a month ago or so.

“Missingletter” takes your blogposts as they are published, looks at them, generates up to nine content snippets and tweets them out nine times over the next year. Don’t worry – you keep editorial control over those snippets, so if you feel one doesn’t really reflect the true content in your blogpost, you simply reject it. gain, there is a paid version with greater flexibility. Class idea! Visit https://missinglettr.com/

Facebook scheduling

amplify your blogpost - Facebook

Yes, the behemoth of them all.

When you’ve published your blogpost and it’s been automatically posted to Facebook through dlvr.it (see above), then you’ll want to repeat it out in maybe  two or three months. Copy and paste the blogpost’s url into your Facebook page, watch the preview being automatically generated, edit as required and hit the “schedule” button to give it a new lease of life later on. If you have your Facebook page and Twitter account linked through www.facebook.com/twitter, then it will also appear there.

Remember to treat your blogposts like a product, rather than a promotional tool. The blogpost itself needs to be promoted, so use these three methods, along with others, including the ‘share’ buttons like I have below.

How has Applegreen done it?

Applegreen and Me

We spend a lot of time at petrol stations. Well, I do anyway.

We’ve got our Topaz, Maxol, Texaco and others. We used to have our Statoil, Jet, Shell, etc. But never has one brand achieved anything like Applegreen. This is the first time in my life I’d actually bypass a petrol station if it isn’t of one particular brand – and that brand is Applegreen.

Applegreen

OK, so they’re on the motorways. But, in fact, I’m rarely on a motorway, so that isn’t a factor for me personally. No, I’m talking about places like Frenchpark, Swinford, Birr and Poles.

There’s something about them. The interior design is as nice as you’ll find in a roadside petrol station. Heck, some of them even have comfortable armchairs and low coffee tables to sit down and enjoy your coffee. The toilets are – wait for it – clean! They’ve got a decent rewards scheme going, complete with handy small keyring card. Their fuel price signage is big and clear, making it simple to choose to stop when driving towards them. And let’s face it, they’ve got bright cheery light-coloured green fascia and branding.

But there’s more. There’s a quality about the place. They’ve dumped the typical cheap and nasty look of a roadside petrol station, with crappy interior doors and poorly thought out interior. They’ve gone with nice rich-coloured shelving, doors and walls, with some dark browns, rather than bright white or light creams. In as much as is reasonable in this environment, they’ve gone with an upmarket look, while keeping the fuel prices low.

We speak of the “Four Ps” of product marketing. Applegreen has nailed its product, pricing and place (great locations). I don’t need to pay attention to the promotion; I’m converted already. Then again, maybe that means they’ve nailed that ‘p’ too …

But in services marketing, there are three other “Ps”, namely processes, people and physical evidence. Applegreen would appear to have made a particularly conscious effort on the physical evidence front. Basically, they’re nice petrol stations. Enough said.

Basically, this is a great example of positive branding.

During 2015, Applegreen held its initial IPO on the Irish Stock Exchange.

However, in March 2016, Clare County Council rejected its bid for a new motorway station in that county.

Differences Between Agents and Distributors

Differences between Agents and Distributors

OK, so you’re ready to have somebody else selling on your behalf “while you sleep”? Of course, there are various solutions to this, but two of the more common are the ’employment’ of commission (aka sales, aka trade) agents or distributors. But what are the differences between agents and distributors?

Essentially, the difference is one of product ownership. While a commission/sales/trade agent sells product on your behalf that you continue to own and invoice the ultimate customer for, distributors take ownership of the product and sell on to their own customers. This can mean that while, on the one hand, your business builds a relationship with the customer, on the other you may not even know where your product ends up.

Differences between agents and distributors

The key point to remember when choosing between selling via agents or distributors is the following :

In the case of distributors, a supplier / manufacturer sells his product to the distributor, who in turn sells the product on to his customers, adding a margin to cover his own costs. Distributorships are used as a low risk means of expanding business into new markets or territories. The distributor assumes liability, i.e. legal responsibility for one’s acts or omissions. Failure of the distributor’s business entity to meet that responsibility leaves him open to a lawsuit for any resulting damages or loss, which may occur to the other party. As the distributor has taken ownership of the products, he is incurring a greater degree of risk than an agent in the course of his business. The distributor has no authority to create a contract between the supplier and customer. The customer’s contract is, in this case, with the distributor.

On the other hand, an agent is a self-employed intermediary who has continuing authority to negotiate the sale of goods on behalf of another entity – the supplier / manufacturer (aka the principal). The agent may negotiate and conclude the sale of goods on behalf of and in the name of that principal. As he does not take ownership of the goods, the agent does not take on responsibility. This remains with the supplier.

Here are some main differences between agents and distributors.

Distributor advantages :

  • A supplier is able to pass on risk associated with the products.
  • The distributor is motivated to sell the stock he has purchased from the supplier.
  • A supplier will not incur any liability (with exceptions e.g. defective products).
  • The appointment of a distributor will avoid the need for a supplier requiring an established place of business in the territory, reducing administrative costs.
  • The supplier has avoided the cost of employing a salesperson in the territory.
  • A supplier will only need to monitor accounts with a distributor.
  • No compensation is automatically payable to a distributor upon termination of the distributorship agreement.

Distributor Disadvantages :

  • The supplier has limited control over activities of a distributor.
  • Under an exclusive distributorship arrangement, the supplier’s entire credit risk in respect of sales in that territory is concentrated on the distributor.
  • A distributorship arrangement is likely to be governed by domestic and European competition legislation.
  • The supplier lacks information on the ultimate customer – he who buys from his distributor.
  • Given the large degree of autonomy granted to a distributor, it is critical that the selected distributor is financially and commercially sound.

Agent Advantages

  • The supplier has more control over the activities of an agent.
  • The financial and commercial background of the commission agent will not be as critically important to the principal.
  • The principal will want to ensure the integrity of the sales agent, since the principal will in the normal course be bound by the actions of the sales agent. This can be more easily done, when dealing with one person, rather than a company, as with a distributor.
  • The supplier keeps in direct contact with the customers.

Agent Disadvantages

  • The principal is not able to pass on risk associated with the products to the agent.
  • The principal will incur liability as a result of the agent’s activities.
  • In most instances, the principal will be obliged to take on the expense of training the agent.
  • The principal will still be obliged to monitor the accounts of all customers.
  • An agent would normally carry several products from several manufacturers. If the supplier’s product is not selling well, the agent will typically divert more attention and energy to other products in his suite.
  • Under EU Commercial Agents Regulations, minimum notice provisions apply in the event of termination of the agency and the agent may also be entitled to compensation, over and above this notice requirement.

While there is no right or wrong choice here (it depends on your industry and what choices you make for growth strategy), do take these differences between agents and distributors into consideration when plotting our next steps. Also, consider other factors in distribution agreements outlined in this blogpost.

Video Marketing with Camtasia

Camtasia from TechSmith is one of many screen recording and video editing tools out there. Video is all the rage these days, so you might like to take a look at this tool as a potential partner for your future strategy. And what’s more, they give you a 28 day free trial period – plenty of time to get to learn the features of video marketing with Camtasia before purchasing.

Here’s one I made last week. Hope you like it!

Getting used to Camtasia can be tricky and, like other online tools, you’ll make plenty of frustrating mistakes at first. But there’s great power in this tool, allowing you to cur and edit video snippets, add background music and a voiceover and, generally, make a decent video for your marketing purposes. Go ahead – give it a try!

6 Sales Negotiation Tips to Remember

6 Sales Negotiation Tips

Once you get there, a sales negotiation can be tough. You may have sent out sales letters or emails, made a phone call or two, presented your product or service to prospects and arrived here – negotiation time.

Negotiating in sales can be a daunting prospect, but if you can retain these 6 points you will be better armed to succeed.

1. Ask questions and listen

A sales negotiation is most definitely not a time for  you to just talk about your product or service. It’s important to ask questions, involve your buyer and listen to their needs. Would you just talk ll the time during a regular conversation? No. So it’s the same here. Keep thinking while listening – how can you steer this negotiation into a win-win situation?

sales negotiation

2. Do not negotiate one point at a time

It can be tempting to agree to a request (demand?) that your buyer places on you, once he/she has made it. But it’s important to have all issues laid out on the table before agreeing to anything. Examples might include payment terms, minimum order size, delivery delays, pricing (FOB, Ex Works, delivery included, etc.), after-sales service, staff training and so on.

3. Both sides can win a negotiation

A sales negotiation can conclude to both sides’ satisfaction. Indeed, this is the preferred outcome. Get out of your “them v us” mentality.

4. The buyer does not hold all the power

Sales and marketing is all about satisfying the customer’s needs (at a profit). This fundamental proposition implies that your buyer has a need. So, do they have all the power? Evidently not.

5. Price is not the only issue

Often, a seller will fear the price issue, dreading that a competitor might have a better price. But, of course, price is just one element of a negotiation towards a sale. Find out what all the issues are.

6. Stay calm

Your negotiation does not have to conclude today. If there are elements of a potential deal you’re not comfortable with, postpone. Go away, carry out your checks and come back another day. Remain courteous and return to negotiate at a later date.

Sales Negotiation Skills

Of course, it can take time to develop the skills to expertly carry out a sales negotiation that results in an outcome that makes both parties happy. With practice comes improvement. Review the whole of the Sales Process to put negotiation in its context.

How to Present your Product or Service

How to present your product

Knowing how to present your product or service is a critical step in The Sales Process. It can be a scary prospect, but follow these tips to put your best foot forward.

Nowadays, B2B buyers and influencers are busy people and if you have managed to have them dedicate some of their time to listening to you present your new product or service, it’s most likely because they are interested. So banish those fear demons and get ready to be enthusiastic and to impress.

The most important tip when it comes to presenting is to ensure you do not spend the whole time simply talking. Be sure to ask questions and listen for buyer engagement and buying clues. People buy from people they like and one sure way of being better liked is to listen and make your presentation a participative experience for those in front of you. Your buyer’s needs are more important than your product offering. Be seen to grasp that and you are on the right track.

how to present your product

While demonstrating your product or giving a sample of your food product, stop talking. While they are trying out, tasting, working or touching your product, the buyer will not hear anything you say. Plus, you will not pick up on their signals. Knowing how to present your product or service is so much more than the words that spill out of your mouth, no matter how well you have prepared on that front. Observe their reactions!

Salespeople often suffer from a number of doubts – one of the classics being that “the buyer has all the power”. In truth, this is not always the case. Your buyer needs some product or solution to his or her issue. Equally, we often hear a vendor say that “price is the only factor and my competitors are better priced”. Again, this is not necessarily the case and your product or solution should have a USP that trumps price anyway.

During the presentation, be sure to ask questions and seek to gain powerful information from your buyer or influencer. Communicate the advantages of your product or service in a way that is most meaningful to your buyer, that is, in terms of benefit to them. You are presenting because you want to be appreciated as the preferred option. After your presentation, why would they consider any alternative?

How to Present your Product or Service

I like to advise clients to practice presenting their product or service on a prospect that has limited or no capacity to become an important customer. Make your mistakes here, before moving on to the guys you’d really like to be partnering up with. Self-observation can be a difficult to master skill, but it becomes essential when presenting a product or service.

On reflection, did you ask enough questions? Did you talk too much? Did you let the buyer feel, touch, taste or sample the product in peace? Then, did you get feedback and thoughts from him/her? Ultimately, did you impress during your presentation, enough to move on to the next step – negotiation? Remember – it’s not simply a question of how to present you product. It’s one step on the over-arching Sales Process.