Marketing Monday

I Versus We: What To Use When Marketing My Business?

shouldimarketmybusinessasA client emailed me a question I was asking myself about my own website/marketing:

“Should I use ‘I’ or ‘we’ when I write content for an email newsletter, Facebook page, etc.?”

It’s one I’ve had to ask myself again after two years of having a definite answer. Here’s how I made my decision, and how you can make yours:

Do you do everything yourself? In my case, no. To pretend I can market my business, run my business, do classes and seminars, and serve roughly 40-50 clients a month is ridiculous and completely inaccurate. I don’t want a client to get the impression that I am the only one who is ever going to do the work, because that is false.

Are you relying on others for some of the skills you are marketing? An example: one of the things the company offers is database manipulation. I can’t do it but it is something that periodically needs to happen on a project. Instead, I work with Ashley, who is a database expert. Since I don’t have this skill, when I refer to it being done for a client, I always refer to Ashley doing the work because 1) it is accurate and 2) I don’t feel like a slimeball taking credit for someone else’s work.

Aside: I am probably over sensitive about the giving credit thing. One time in a meeting, an old boss took credit for an idea that I had and got a lot of praise from upper management. In that awkward and infuriating moment, I decided I would never do that to someone else.

Will your clients/customers be talking with other people related to your company’s work? So Alice did some site maintenance and occasionally, had a follow-up question for a client. Now if I was pretending she wasn’t there, I’d have to email the client her question and forward her the email response from them. Can you say ‘bottleneck’?



Instead Alice emailed the client directly, which is quicker and easier. Since clients talk to other people in this company, I really ought to knowledge their existence.

So depending on your answers to the questions above, you’ll see if you’re a ‘we’ or an ‘I’. In my business’ case, even though I’m technically a one full time employee show, Breaking Even works with others to do good work. Breaking Even is a we.

Now I want to take a moment here to say there is nothing wrong with being an ‘I’. Some people really like working with the owner/work-doer directly as I learned the first couple years when this company was very much an ‘I’. But pretending you have a team of people when you don’t is as disingenuous as me pretending I do everything all the time at Breaking Even.

My point: Embrace who you are and market accordingly. Whether you are an ‘I’ or a ‘we’, if good work is happening people will take notice.

Note: I vet any new subcontractors/potential employees with work for Breaking Even before ever putting them on a client project. That way if they screw up, it’s my site/project, not yours. 

How To Strategically Pay For Attention

howtopayforattentionPeople often ask me what I think about paid ads. Honestly, I hardly ever use them but I have some rules when I do:

1) It’s short term. Ex: Running a contest, the first few days of a new website launch, etc.
2) It’s never more than 10% of any budget I am working with.
3) I am testing messaging/keywords.

That doesn’t sound like never right? And since now you can pay for posts (Facebook), tweets (Twitter), pins (Pinterest), and pluses (Google+), you might wonder how and when I choose to do this.

Get a very specific audience in mind.

I know I’ve done my job well when I make a targeted ad and the audience is tiny. Here’s a Twitter ad I just took out:

twitter-small-audience-ads

There are a few reasons for this:

1) If you target your exact person, they are more likely to buy from you.
2) You aren’t paying for extra eyeballs.

I’d rather make five separate ads that specifically speak to the people getting them than one general ad that reaches 1 million people. I want people to read the ad and think ‘Hey, that’s just for me!’

Note about the audience: Picking the right social network is part of this. If you want more info, see my post on target audiences.

Try a few different kind of ads or wording.

No science experiment is a good experiment if you can’t isolate the variables.

By trying different wording (running two ads at the same time with different headlines for example), or different types of ads with the same content and measuring performance, I can do more of what works in the future and less of what doesn’t.

Different things work well for different clients I’ve found… funny how that works. I guess they are called ‘experiments’ because, even though we think we know how they’ll turn out, we do them anyway.

Don’t expect a miracle… but go into it with some expectation.

Based on a few clients who’ve had the nice Google Ads rep talk to them, they seemed to think that this one ad was going to make big things happen. All three of the ones who’ve told me “I’m just going to go ahead and set this up with Google Ads myself.” have been disappointed.

I think this disappointment is actually a combination of user error (sorry but there is a science and art to it) and part expecting too much.

generalkeywordsmainevacations

Here’s an ad where all I wanted to do was test some words my client gave me (This isn’t nearly all of them but it gives you an idea.  The phrase ‘maine resorts’ which the client really wanted to advertise with was not nearly as good as ‘maine getaways’… and that ‘maine vacation’ was a bit general.

In other words, despite the fact I was paying for ads (or the client was) we weren’t expecting them to be making a ton of money. We were using them to test so that the future ads we bought would get more bang for their buck. (We did a few other rounds of tests too.) We went in with a testing objective and got results. We didn’t go in thinking “This will make $10,000” or “This will help my business” (the first idea is ridiculous and the second one is vague).

When you work with the nice ad rep, have an idea of what you want to get out of the campaign or you will be similarly dissatisfied with your ad experience.



Try to be clever…

If you are an A student in a C student world, people will notice. It’s how someone like me, who started their business out of a 200 square foot apartment, created a full time income stream for myself and a part time income stream for several of my friends. I actually tried when many were not.

This is what Gary Vaynerchuk would refer to as a ‘jab’.

Think about how many ads say ‘buy my stuff’. Then think about when you see that cool Facebook ad where you just have to click ‘like’ because it’s funny and true. I bet you don’t do it often but when you do, it’s pretty satisfying.

There is no reason your paid ad can’t be fun, interesting, informative, or all three. Do something to stand out in the paid ad world and you just might!

Paid ads for me are a tool, to improve the functioning of my online vehicle (Facebook page, website, whatever I am paying to promote). The ads are not the vehicle themselves!

Paying for attention will get you attention… but make sure it’s the kind of attention you want. Otherwise keep that money where you can see it and you’ll be a lot happier for it.

Why Your Customer Can’t Be Everyone

More fun posters here: http://www.boredpanda.com/sharp-suits-worst-client-comment-posters/

More fun posters here: http://www.boredpanda.com/sharp-suits-worst-client-comment-posters/

When I ask business owners who their typical customer is, about half of them say ‘everyone’.

Really?

So then I try another question. “Who is your best customer?” and I start pressing for details, like income, interests, age, and other details, it turns out that they usually have a relatively clear idea.

What’s the problem with thinking of everyone as your customer? It seems pretty harmless… but could actually lead to a lot of heartache.

Pleasing all people pleases no one.

Have you ever tried to design a website for a 25 year old and an 65 year old at the same time?

People want different things… and whether you are producing a rack card or a website, you need to create something that is going to attract your ideal customer.  You are communicating to customers in writing, images, video, and more… and different styles tend to attract different kinds of people.

Below are two online dating websites. Neither excludes people by age and for comparison’s sake, I blurred the names on both in case that swayed you:

datingsite2

datingsite1

Now neither of these sites actually discriminates on age… but some subtle design, text, technology, and photo decisions lead you to think (depending on who you are) you are in the right place or the wrong place.

So in subtle ways, you are targeting some people to somewhat purposeful exclusion of others. If you actually tried to design a website that appealed to all people, it would be super generic looking… and actually appeal to no one. (The site closest to this? Facebook but really if you look at it, it’s the information your friends disclose, not Facebook, that makes that site work well for you.)

Attracting people who don’t want to buy wastes your time and resources.

Think of these things (which may or may not have happened to you in the recent past):

The time you spend talking on the phone to that person who called about buying insert-item-you’re-selling-here but can’t actually afford it.
The money you spend on that broadly targeted Facebook ad that sent two clicks to your website and zero sales.

What do these two things have in common?

In both instances you have reached someone, but in both cases you have mainly reached someone who isn’t interested.

Think you can turn them around with your smile and cheery speech? Most people have decided within 5 seconds whether they like you or not so good luck with that.

The time or money you spent broadly targeting a large group could be reduced in reaching a smaller, more specific group.

Here’s an example from my Facebook profile (in case you don’t know me, I’m a straight, engaged female who is social media consultant with a bachelors degree). Which one makes me roll my eyes more?

twoadsforsocialmediaconsultant

I actually might want to get a masters degree so I get that… but attracting a man for a lasting relationship? I think I’m set!

The social media education company is not wasting their time on me but the ‘Enchant Him’ program clearly did. (Yes I totally clicked, if I would have waited until the end, I would have found the secrets to making a man mine forever… oh well!)

Knowing who your people are allows you to do more of what works, and less of what doesn’t.

Who’s our ideal audience? Middle aged, middle class white women with bachelor’s degrees who are decision makers at a small business or non-profit in coastal Maine.



Now does everyone we work with fit that stereotype? Of course not. But this majority of people tend to attend our workshops, subscribe to our email newsletters, come in for consulting, and serve as our liaisons with their company/non-profit on our larger projects.

In general, they are most likely as a group, to be on Pinterest and Facebook, less likely to be on Twitter and Google+.  In case you don’t believe me, some graphs from Alexa.com (by the way, there is more than this available- fascinating website!):

pinterestdatafemalealexa

facebookfemalecorrelationalexa

OK so are you ready to see what the largest social referrers are on our website (NetworkedBlogs by the way is a Facebook app)?

oursocialreferrals

I know, mind blown right?

But seriously, if you know your people, you know not only how to spend your time marketing but this information can help make all kinds of other decisions for you. So knowing who your people are helps you spend more time on the right things, and less time on the wrong ones.

Now I hope when someone asks you who your target customer is, you don’t say everyone… because not only is it not true but it’s costing you money.

What Can I Track With My Internet Marketing?

whatcanimeasureOne of the most beautiful parts of internet marketing is you can actually track whether something is working.

But what can you track, you ask? Here are a few things you can monitor:

Clicks on a link

Wait a minute, you can track things that aren’t on your own website? You sure can!

With a service like bitly.com you can create a tracking link then see how it’s clicked on.



For example, with one client we made this link to their TripAdvisor profile: http://bitly.com/tripadvisortblp

To see the stats, we simply at a ‘+’ to the end of that link and put it in a browser:

bitlystatstrentonpart1

 

bitlystatstrentonpart2

 

So I see so far that this link I’ve shared has gotten 70 clicks and I can see a bit about when those happened; what social media sites they are coming from; and where in the world the clickers are.

Traffic To A Landing Page

The other day, I was talking to someone who wanted to measure the effectiveness of a print campaign. “But none of our people get those whole QR things.”

To which I said, what if you sent them to a specific URL on your site? Like for example, what if I said “Go to www.breakingeveninc.com/ireadyourblog and see something amazing!”

People who do podcasts do this all the time. Do you really think going to Audible.com is really that different from going to Audible.com/American? Nope, Audible just tracks the link to see how many people go there so they can see if their advertisement on This American Life works (and continues to work).

So make a landing page for your print ad and design it for those people in mind. Then look at your web stats and see if it was worth it.

For more on landing pages: http://breakingeveninc.com/landing-pages-101/

The Average Value of Your Typical Social Media Fan

I did an detailed post on this here: http://breakingeveninc.com/what-are-my-social-media-accounts-worth/

But the idea of going through, seeing who’s following you on social networks and figuring out if they are your customers is a worthwhile exercise for most people. You might also want to measure repeat customers too.

Remember you don’t want to just have the feeling that you’re doing something right if you are doing anything related to marketing and advertising for your business, you want to have some solid facts to back it up!

Three Reasons Why ‘Free Domain Name’ Works

whyadomainisfreeAs part of SquareSpace’s marketing pitch, they give away a free domain.

I find this interesting because, since they continue to advertise it, it must be working.

But allow me to let you in on a little secret.

This really isn’t a big deal. Actually it’s genius of them. Here’s why:

‘Free’ is an excellent psychological term. 

I don’t need to tell you this. We all like to feel like we are getting something for free. Am I right?

Domains cost less than $10 so giving away one to a customer that’ll give you at least ten times that is no big deal. 

When you buy a domain as a consumer, you can pay anywhere from $12/year (Enom price) to $35ish/year (Network Solutions). You’ll pay this to renew your domain name too. You can chose to renew your domain for one, two, five, any number of years. But when it’s time to renew, you’ll have to pay again to be able to keep using the domain name.

Now a company is not ever going to sell you something for less than they paid for it. That would be silly. (Note from Matt Baya: Unless this product is considered a ‘loss leader’, which is a below-price product designed to get you in a store and ideally buying more other products.)

An additional cost that consumers don’t have is also at play. To be a domain reseller, you need to pay a few hundred dollars a year. In other words, the reseller needs to make $300-$400 to keep being able to be a reseller.



A company like SquareSpace (a reseller) pays a little less than $10/domain. So if they sold it to you for $12, they’d make about $2 on you. If they sell it for $35, they make $25 on you. Once you pay back your reseller fees (and at $2/domain, it might take you awhile to get to $300), you are making money on this proposition.

But if you buy, say, a year of service at $10 a month, SquareSpace gives you a domain for free. So they make $120 and give you $10 of it. Not a big loss to them to give you this small gift. I mean if you had to give a customer something and then you know you’d make ten times that off them, you’d do it right?

They can make sure it stays renewed.

This is probably the most convenient reason to let SquareSpace (or any web host) get the domain for you, whether you pay for it or get it free.

When you register for a domain name, you do so with an email address. Before it’s up for renewal, you’ll get an email letting you know.

But what happens when you ignore it or change email addresses before it gets renewed? You can guess I am sure.

If you don’t renew your domain name, it is assumed you do not want it and suddenly, your domain name is for sale again. Best case scenario: your website is offline while you buy it back for what you paid for it. Worse case scenario: Someone buys it and makes you pay $500 (or more) to get it back. (This happened to someone I know and she had me broker the deal. Painful.)

I keep track of when my clients’ domain names are up for renewal. But some developers don’t so you should know when yours is due. Here’s how you tell.

1) Go to whois.net. Type in your domain name and press go:

whoisnet

 

2) The next screen will have information about your domain name including when it expires:

whoislookupexdate

 

So I need to renew my domain before April 15, 2014.

If a company like SquareSpace has control over your domain, they can make sure it gets renewed. The flip side of this coin is you are relying on them to do this. I usually make clients register for their own domain so they know they own it. That said, I tell them if they are comfortable they should give me access to their domain registry account so if they are off in Tahiti and their domain is expiring, I can get in there and do the renewal.

The free domain? It’s genius. It’s something that doesn’t cost SquareSpace much, it prevents the disaster of an unrenewed domain name, and the customer gets to feel warm and fuzzy about getting free.

Tell you what, if you ever become a client of mine, I’ll give you a free domain…because it’s cheaper than buying you lunch.

A Few Reasons That Didn’t Work

You know that thing you did… the one that didn’t work?

No, I don’t know about it exactly. I just know I have a few things I’ve done that didn’t work and assumed you had at least one too.

So why didn’t your last commercial/coupon/event/blog post/insert-thing-here work?

You took the ‘doing homework’ shortcut by surveying your friends and not your customers.

Whatever you do, don’t ask your friends what they think of your idea. Because they will say your new haircut is awesome, right?

Your website, much like my asymmetrical haircut may have been cool... back in the 90s.

Me in the 1990s. You’re welcome.

Your friends will lie to your face because they love you. Before you pour a lot of time and money into something, you need some unbiased, ideally stranger, opinions. It’ll probably be more involved (re: expensive) than asking your friends over pizza but it’s better than the money you lose chasing a bad idea, right?

(A great way to get some feedback if you are shy is to use paid ads like Facebook or Google to test messages. This is part of what paid ads are for!)

You already tried it before and it didn’t work that time either.

Sometimes we really really want something to work. But it doesn’t.

So think “Is this like that time I…?” And if it is, and if that time things didn’t go so well, there better be a lot more about it that is different than what it has in common with your last mediocre (or terrible) initiative.

You can tell people to pivot over and over... but that couch still won't get up the stairs.

You can tell people to pivot over and over… but that couch still won’t get up the stairs.

You didn’t tell enough people about it.

Let’s say you think email is amazing. Well, your customers are tweeting, Facebooking, pinning, tumbling, blogging, and doing all kinds of other technological and non-technological ‘ings’ to get their information. So the more ways you get the word out and the bigger your audience, the better this is going to go.

noonecametoyourparty-grumpycat

You picked a bad time.

Let’s say you’re OKCupid and part of your coverage area is experiencing devastating floods with thousands of people stranded. Not a good time to say…

okcupidcoloradofloods




 

Sometimes your idea is good but it’s badly timed. If you did all your homework, tried something new, and told a lot of people, this is probably at play.

So truthfully, was your last bad idea one of these things? And do you have a tendency of repeating any of these patterns?

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