From the early days of transactional marketing to today’s highly engaging relationship marketing, marketers have learned to adapt to the changing customer culture. Today’s marketers are entrenched in a two-way marketing street – one that is give and take, listen and respond, lead and reciprocate, and go forward and take a step back.
Customers are directing traffic to and from your website, stopping to converse from the sidelines of third party sites or they are sitting in the driver’s seat, steering your discussion via the social media stratosphere.
How can companies benefit from the two-way street of marketing? Here are five superhighway ideas for your brand:
- Rev It Up. Ignite your customer engine by understanding first what’s on your audience’s mind. What do they want? What are they thinking? Customer centricity is #1, replacing a sometimes contrasting sales mentality. Get the customer insights directly from the source. Conduct customer surveys, create polls, and engage in social listening via online services, such as NUVI, to understand what is most important to your audience. With survey tools, such as SurveyMonkey, Zoomerang, and SurveyTool, you no longer need to guess what your customer really wants.
- Remove Roadblocks. How does your brand reduce customer pain points? Show how your product saves time, creates value, and eliminates guesswork. Offer hands-on YouTube tutorials, create an online knowledge center, and offer how-to tips via social media. By sharing time and money saving ideas to your fans and followers, you’ll reap the benefits via enhanced customer loyalty and a more engaged audience. At Zircon, the company’s Interactive Support Center offers 24/7 troubleshooting, customers can call tech support to talk to a live tool technician, and the company’s social media channels offer timely DIY shortcuts and useful project hints for tool enthusiasts.
- Create Curb Appeal. To develop the road to customer engagement success and an enthusiastic, on-going dialog, communicate your brand’s uniqueness in a clear, succinct, yet creative manner. Amp up your shares, likes, and followers through knowledgeable and resourceful content that resonates with your audience. Out of ideas? Research industry influencers, conduct in-office brainstorming sessions, and develop partnerships with like minded companies to nurture, create, and catapult ideas. DIY industry leaders, such as @HGTV, @industryedgeNHS and @kbtribechat have insightful content that may springboard your own blog, video, and content ideas.
- Test Drive. Take a test drive to gain a new business perspective and meet customers where they are. Although you can find your customers at the retail point of sale, smart devices are also making traditional offline moments into online opportunities. Cultivate your brand by providing a QR code to click to your brand’s website or develop an interactive mobile app. Be proactive in posting timely responses to both positive and negative online reviews. Join in the social media conversation by searching industry #topics, participating in Twitter chats, and replying to @brand mentions. Test different dates, times and social media tweets and posts to ensure you’re reaching the optimal audience members when they are most apt to engage.
- Tune Up. Review your customer diagnostics and compare the results to your company goals. If expectations are not met, what changes are required? If it does not appear that you’re engaging enough with customers or your content is not providing you with new fans or followers, perhaps a new approach is needed. Are you on the right track? Test a new “vehicle” –a promotion vehicle, that is. For example, a social media ad campaign or a cross promotion with a marketing partner can provide you with a new audience.
Make your two-way marketing street the optimal road to a new and refreshing conversation with your customers. In addition to these five steps, you may have your own avenues to success and we would love to hear from you. Please follow us @zircontools, like us on Facebook, or visit zircon.com.
Join us every 1st and 3rd Thursday of the month at 11 am PST for our #diytrends chat. Catch the next ones on 6/18 and 7/2. Let’s share, engage, and learn from each other.