Tag Archive for: digital marketing

What is Content Marketing? A Comprehensive Guide

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Picture this: you’re a talented baker, and you’ve opened up a little bakery in your neighborhood.

You know your pastries are divine, but somehow, customers aren’t lining up at your door.

The culprit?

It’s not the quality of your baked goods but the lack of a specific secret ingredient: content marketing.

In this post, we’ll unravel the mysteries behind this powerful business tool, discover its many forms, and show you how to make it work for you.

By the end, you’ll have the recipe for successful content marketing to keep your customers returning for more.

What is Content Marketing?

Content marketing is the calling card of modern companies. Content marketing involves crafting and disseminating valuable, pertinent, and steady material to engage your audience and own your reputation. The goal is to drive profitable customer action and tell your story. However, instead of selling your products or services outright, you provide information that educates, entertains, or inspires your audience, making them more likely to trust your brand and become loyal customers. Content marketing for PR means creating highly trustworthy, premium content that builds your brand and company’s authority. Owned media is today’s calling card for fast-growing companies and ambitious brands.

The Tantalizing Types of Content Marketing

You may be surprised to learn that content marketing comes in many flavors, each with its unique appeal. Here’s an array of the most popular types of content marketing:

Blogs: The quintessential form of content marketing, blogs are excellent for showcasing your expertise, offering helpful advice, and building trust with your audience. They’re also highly shareable, increasing your brand’s visibility on social media.

  • Listicles: These viral blog posts feature lists of tips, tools, or resources, making them easy to digest and highly shareable.
  • How-to Guides: These in-depth articles provide step-by-step instructions for solving specific problems, making them highly valuable to readers looking for solutions.
  • Thought Leadership: By sharing your unique insights and expertise on industry trends and challenges, you can position yourself as a thought leader and build credibility with your audience.

Infographics: Infographics are the perfect way to convey complex data or ideas in an easy-to-understand and visually appealing format. They’re also highly shareable and can drive significant traffic to your website when promoted on social media.

Videos: From how-to tutorials to behind-the-scenes glimpses, videos offer a dynamic and engaging way to connect with your audience. They’re also an excellent format for storytelling, allowing you to convey your brand’s personality and values effectively.

  • Webinars: These live or recorded presentations enable you to dive deep into specific topics and provide value to your audience through expert advice and Q&A sessions.
  • Video Series: By creating episodic video content, you can keep your audience engaged and returning for more.

Podcasts: Audio content is on the rise, and podcasts offer a convenient way to consume information on the go. They’re ideal for sharing interviews, stories, and expert insights and can help you reach a wider audience.

eBooks: If you’ve got a lot to say on a topic, consider creating a comprehensive eBook that provides in-depth insights and establishes you as an authority in your field. eBooks can also serve as lead magnets, enticing visitors to provide their contact information in exchange for valuable content.

Social Media: Platforms like Instagram, Twitter, and LinkedIn are excellent ways to share your content, build a community around your brand, and engage with your audience. You can optimize your social media content marketing efforts by tailoring your content to each platform’s unique strengths and audience preferences.

  • LinkedIn: This professional networking platform is ideal for sharing industry news, articles about thought leadership, and company updates.
  • Instagram: This visually driven platform is perfect for sharing eye-catching images, behind-the-scenes looks, and short-form video content.
  • Twitter: With its short-form format, Twitter is ideal for sharing quick updates and news and engaging with your audience in real-time.

 

Case Studies: By showcasing the success stories of your customers, case studies provide social proof and demonstrate the effectiveness of your products or services, which are beneficial for B2B companies looking to build credibility and trust with potential clients.

Email newsletters: A well-crafted email newsletter can help you maintain regular contact with your subscribers, informing them about your latest content, promotions, and company news. Personalization and segmentation can further enhance the effectiveness of your email marketing efforts.

The Irresistible Importance of Content Marketing

“Great,” you might say, “but why should I bother with content marketing?” Here’s a taste of the benefits that successful content marketing campaigns can offer:

  • Builds trust and credibility: By providing valuable information, you demonstrate your expertise and show your audience that you understand their needs and challenges. It helps establish your brand as a trustworthy source of information and advice.
  • Boosts brand awareness: High-quality content gets shared and discussed, increasing your brand’s visibility and attracting more potential customers. Content marketing also enables you to reach new audiences by targeting specific keywords and topics that resonate with them.
  • Improves SEO: Search engines love fresh, relevant content. Regularly updating your website with new content will enhance your search rankings and make it easier for people to find you online. Well-structured content with proper headings, meta tags, and internal linking can improve your SEO efforts.
  • Generates leads: Content marketing enables you to capture leads through forms, gated content, and email subscriptions to give you a direct line of communication with potential customers. By offering valuable content in exchange for their contact information, you can build a robust email list that you can nurture into paying customers.
  • Nurtures relationships: By consistently offering valuable content, you can nurture relationships with your audience, turning casual readers into loyal customers who will spread the word about your brand. Personalized content and targeted email campaigns can further deepen these relationships and increase customer loyalty.

What is Content Marketing of the Future

The world of content marketing is ever-evolving. The future promises even more innovative and exciting ways to connect with your audience. Some content marketing trends to keep an eye on include:

  • Voice Search: As voice-activated devices like Alexa and Google Home continue to gain popularity, optimizing your content for voice search is becoming increasingly crucial. It includes focusing on long-tail keywords, natural language, and conversational tone.
  • Virtual and Augmented Reality: As technology advances, immersive experiences like virtual and augmented reality will offer new ways for brands to engage with their audience and create unique content. It could range from virtual product demos to interactive brand experiences.
  • AI-Generated Content: Artificial intelligence is already making waves in content marketing, with tools that can generate written content, design visuals, and even create personalized content for each user. While AI-generated content might not fully replace human-created content, it can enhance productivity and efficiency in content creation.
  • Interactive Content: From quizzes and polls to interactive infographics, audiences increasingly seek content they can actively engage with, offering brands a chance to stand out. Interactive content can also provide valuable insights into your audience’s preferences and behavior.
  • Web3: Some call this the next evolution of social media: a digital world in which we purchase products and interact with one another and brands.

 

The Art of Content Marketing Activities and Media

Now that you have some basic understanding of content marketing, it’s time to dive into the nitty-gritty. Here’s a rundown of the most shared content marketing activities and media you’ll want to explore:

  • Content Creation: This is where the magic happens. Develop a content strategy that outlines your goals, target audience, and the types of content you’ll create. Ensure your content is well-researched, engaging, and aligned with your brand voice. Allocate resources for content creation, such as hiring writers, designers, or videographers, and invest in tools that can streamline your content production process.
  • Content Curation: You don’t always have to create original content. Curating content from other sources can provide added value to your audience and establish your brand as a thought leader. Share relevant articles, infographics, or videos from industry experts, offering your unique perspective or insights, acknowledging the sources of curated content, and ensuring that the selected material aligns seamlessly with your brand message.
  • Content Distribution: Creating great content is only half the battle. It’s imperative to have a distribution plan that utilizes a variety of channels to guarantee that your content effectively reaches your intended audience. It might include email marketing, social media, guest posting on industry blogs, and syndication platforms. Tailor your distribution strategy to your audience’s preferences and habits, and continuously refine your approach based on performance data.
  • Content Promotion: Boost your content through paid advertising, influencer partnerships, or co-marketing campaigns with complementary brands. Experiment with promotion tactics, such as sponsored social media posts, native advertising, or content discovery platforms, to find your business’s most cost-effective and impactful methods.
  • Content Analytics: Keep track of your content marketing performance by monitoring key metrics like website traffic, social shares, engagement, and conversion rates. Use this data to identify patterns and trends, pinpoint areas for improvement, and make data-driven resolutions about your content strategy. Invest in analytics tools and platforms that can help you collect, analyze, and visualize your performance data.

PR: What is Content Marketing’s Role?

A content marketing campaign is only as good as the strategy behind it.  It takes time and energy to craft delectable content, whether that’s for social media, a blog post, or a compelling video; doing it right in a way that enhances your reputation with all stakeholders is worth the extra effort.  Follow these steps to create a breathtaking plan that will leave your audience craving more:

  • Define your objective: What do you like to achieve with your content marketing efforts? Whether it’s increasing brand awareness, generating leads, boosting sales, or improving customer retention, having clear objectives will guide your game plan and help you measure success.
  • Know your audience: Develop detailed buyer personas that outline your target audience’s demographics, preferences, and pain points. By conducting market research and analyzing your customer data to refine your personas, you can create content that resonates with your audience to meet their needs. This approach can help you fine-tune your content creation strategy and ensure your messaging hits the mark.
  • Choose the proper content formats: Based on your audience’s preferences and your brand’s strengths, determine which content formats will be most effective for your campaign. Experiment with various designs and monitor their performance to find the perfect mix for your audience.
  • Audit your existing content: Look at your current content and evaluate what’s working and what’s not. Identify gaps in your content library and brainstorm ideas to fill them. Repurpose high-performing content into new formats to maximize its reach and impact.
  • Create a content calendar: Plan out your content in advance by creating a calendar outlining your content’s topics, formats, and publishing dates. It will help you stay organized, maintain a consistent publishing schedule, and produce fresh content that aligns with your marketing goals.
  • Establish your brand voice and style: To ensure consistency across your content, develop a clear brand voice and style guide. It should include guidelines on tone, language, visuals, and any industry-specific terminology or jargon.
  • Optimize for SEO: Perform keyword research to identify the terms your audience is searching for and incorporate them into your content. In addition, it’s essential to optimize your website for search engines by implementing appropriate meta tags, headings, and URL structures. It can improve your website’s visibility on search engine results pages and drive more traffic.Remember to optimize for voice search and local SEO, as these are becoming increasingly important.
  • Promote your content: A substantial content promotion strategy is essential for reaching your target audience. Leverage owned, earned, and paid channels to amplify your content’s reach. Feel free to repurpose or repackage content for different platforms.
  • Engage with your audience: Encourage them to interact with your content by asking questions, inviting comments, and responding to their feedback. Monitor your audience’s engagement and use the insights to tailor your content strategy and improve your content’s effectiveness. It will help build a community around your brand and foster loyalty.
  • Measure and analyze: Track your content marketing performance using key performance indicators (KPIs) such as website traffic, social shares, and conversion rates. Use the data you gather to make data-driven decisions and refine your content strategy for maximum impact.
  • Iterate and improve: Embrace an agile approach to content marketing by constantly testing, learning, and iterating on your strategy. Be prepared to pivot your plan as your audience’s preferences and the content landscape evolve. Always look for new trends and techniques to keep your content fresh and relevant.

Content Marketing Success Awaits

By understanding the importance of content marketing, exploring various types and formats, and crafting a well-thought-out plan, you’ll be well on your way to achieving content marketing success.

As you embark on this journey, always remember that the fundamental element of a prosperous content marketing campaign is generating valuable, engaging, and distinctive material that genuinely connects with your audience. Dare to be bold and innovative, and be proactive in experimenting with new ideas and formats. With creativity, hard work, and persistence, you’ll soon see your content marketing efforts translate into tangible results for your business.

Now conquer the content marketing world, one captivating piece at a time!

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Can Growth Marketing and Public Relations Work Together?

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Can growth marketing and public relations work together. Growth marketing is about customer acquisition and retention, often through paid media, with relentless iterations and deeply engaged knowledge of the consumer. Public relations is reputation management of a company’s image, often through earned media and deep understanding of broader cultural and media trends. So what do they have in common? On the surface, not much, but when you dig deeper into the tactics and the metrics, we can see where together growth marketing and public relations can work together successfully.

Suppose the business objective for a consumer product launch is to increase sales through decreasing competitors’ market share. In that case, a digitally savvy PR agency knows how to do competitive research of the entire digital landscape and media landscape and use that data to determine the opportunities to overtake a competitor, while a growth marketer is reviewing how the company attracts customers and retains customers. But where do growth marketing and public relations work together?

Data Driven KPIs

Today’s modern PR firms and PR campaigns should be tied to business goals and identified public relations metrics that support and funnel up into that goal.  While growth marketers are developing ads, PR agencies are developing ways to capture the target audience’s imagination. PR agencies may present a word-of-mouth activation or a targeted quality over-quantity earned media campaign that overlaps targeted audiences. A PR agency might also recommend content which can boost SEO and support brand values that interest and retain customers.  Just like a growth marketer, a modern PR agency is tracking metrics. What metrics might a PR agency track in the above scenario?

  • Mention Quality
  • Article Reach
  • Brand Placement in Article
  • Share of Voice
  • Domain Authority

All of the above PR metrics are measures of awareness and credibility. These metrics support top-of-funnel AND bottom-of-funnel customer journeys and can support growth marketing efforts with a keen eye on target audiences and messaging which supports growth marketing.

The Digital PR Toolkit

For growth marketers, the digital tool kit is primarily paid (but not exclusively); for growth marketing PR, the digital tool kit is primarily owned (but not solely). But there are a few areas where growth marketing and growth PR connect. One of those is SEO. For the growth marketer, SEO provides opportunities for retargeting and organic acquisition, growth marketing PR adds value to both. With a savvy eye on keywords and quality inbound links, PR supports growth marketing objectives to funnel into business objectives.

That’s not all; PR agencies working with media outlets to build revenue opportunities can help growth marketing with a high domain authority on inbound links as well as excellent reviews from credible media outlets, which send potential new customers searching for the product. These reviews could be in gift guides or hero reviews where the consumer product receives an in-depth study that meets Google’s product review update recommendations. Meanwhile, growth marketers will typically focus on reviews from influencers or existing customers. And a brand with positive customer reviews gives a journalist further confidence in a brand and a product.

Today, PR and growth marketing can use some of the same tools, they use them slightly differently:

  • Inbound Links
  • Owned Media
  • Credible Review Acquisition

Credibility: Where PR Fills The Gap

I often tell our clients PR creates the awareness and solidifies reputation; ads are the conversion driver – that’s how they work together, and they both work better. Why? It’s simple: earned media from credible media outlets is more trusted than paid ads. But few journalists look at it as their job to write conversion-focused marketing copy. The journalist’s job is traditionally to create the content that keeps you on the pages. From a longer tail and more strategic point of view – PR also builds brand credibility on the corporate level, trusted brands have faster aquisition and they have longer customer retention, meaning growth marketing is even more influential.

So when someone sees a great review of a product, and THEN they see the ad, they get the trigger to purchase the product, or maybe they sign up for a newsletter, or maybe the look for more reviews and do a Google search that lands them on another referral site. The pathways are endless, but they all come back to one thing: supporting the brand’s business goal.

I’m a fan of understanding and maximizing the media environment for our clients. The Avaans Media client is ambitious and goal driven, so understanding how our jobs support overall marketing strategies and business goals is essential. When we evaluate the landscape for our clients, we find a distinct point of view, and because our tools are different than growth marketers, we can glean insights and data that drive new insights. To be honest, I’m not concerned with being a purist about owned, earned, and paid. It’s the job of a digitally savvy PR agency to know what levers to pull when and how to shape campaigns that create success. That’s our job – and that’s why growth marketers and public relations can be best buddies.

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3 Must Have Tips to Improve Cannabis Digital Marketing in 2023

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Well-crafted content is so much more valuable than promotional content. What should cannabis brands focus on right now? When the 2019 Farm Act passed, the CBD industry widely celebrated it. But not long after, newcomers overran the CBD industry and even established brands found themselves surprised by the competitive environment. Despite the challenges, the biggest brands, the most well-known, continue to thrive. In fact, Charlotte’s Web recently became the first CBD brand to sponsor Major League Baseball.  There are a few reasons for this. The first is from the start, CW invested in branding and PR.  But there’s an even bigger reason – they immediately embraced the realities of DTC sales and their website had digital authority because they had been investing in it for years. That’s why it’s more important than ever for cannabis brands to commit to their online presence with these 3 tips to improve cannabis digital marketing with quality content that pays dividends for years to come.

When federal legalization happens – history will repeat itself. It will excite marketers in the industry that FINALLY Instagram can’t boot them. But social media sites come and go (apparently, IG is already “over”), and owning your own corner of the internet has never been more important. While it remains important to HAVE an Insta account, it isn’t a place where cannabis brands can maximize their digital marketing or their content. Once cannabis brands can sell online more directly or even advertise more freely, in a more DTC fashion, mature digital destinations will thrive.

Building an authoritative website takes time, and it takes strategy. You can not start too soon.  Make 2023 the year you invest in your cannabis digital marketing with these 3 digital marketing tips that supercharge digital PR.

Create Lifestyle, Not Medical Content

Historically, cannabis brands have built content to educate consumers. And that’s been a really important step in cannabis normalization. But between new formats that make cannabis more accessible to Google’s suppression of “fake news,” including non-authoritative sites providing anything akin to medical advice, you’re just wasting your time by creating anything that could be considered health advice, or expertise.

Unless you’re already a credible, published authority on these matters,  you’d be better off taking a page out of a publisher’s took kit and creating like “5 Games That Are Better When You’re High.”

The better you know your customer, the more dialed in you’ll be to creating content for them. Be disciplined. Be consistent. If you create 3 pieces of content a month, you are already miles ahead of 99% of cannabis brands. Not only does this help people find you today, but it will be a rich resource tomorrow. Creating content YOU own is still the most impactful marketing and PR tactic you can do.

Trigger The Seeking Hormone

A while back, I wrote about creating Instagram content that would trigger anticipation while also solving some of the Instagram violation problems by using anticipation triggers in cannabis digital marketing.

Use can use that to your advantage right now while circumventing Instagram challenges, and even advertising challenges while ALSO adding authority to your website. Use unexpected prompts, both audio and visual, to keep consumers on your site longer. And while we’re at it, if you aren’t already, you MUST incentivize people to join your email list. Again, owning your list is an actual asset, while Instagram followers are so fluid, and Instagram itself so unreliable, it’s questionable whether there is any long-term value there at all. And believe me, as one of the earliest adopters of social media for brands, it truly pains me to say that.

But there are lessons to be learned from Instagram. The scrolling feed, for example, is an outstanding example of a “seeking hormone” trigger. In the early days, it was genius. The way it scrolled felt like a slot machine, juuuust enough of the next post would appear on the phone screen. It was nearly impossible to stop scrolling. TikTok’s interface triggers that too. The latest digital website designs use a similar approach. Your cannabis digital marketing can mimic some of the most tried and true digital best practices used by today’s leading consumer brands.

QUALITY Inbound Links Still Matter

 

Your current and past coverage from respected, authoritative sites is your hedge against link inflation.

Google says it’s deprioritizing inbound links, but that’s only compared to how much they’re increasing the value of trusted content. Simply having inbound links isn’t enough. Gone are the days when thousands of low-value affiliate links could stack up to a credible website in Google’s eyes.

Today, Google wants to improve its search algorithm by presenting trusted answers. The recipe to trust is a closely guarded Google, but what we DO know is credible content = trust. And Publishers have Google’s trust. And when Google presents it, consumers trust it more too, so your site gets a super boost. Customers who trust you buy faster and stay longer, so incorporating quality inbound links is a triple home run for your cannabis brand.

Preparing for federal cannabis legalization is THE business strategy for 2023 and digital marketing and PR are the levers to pull your brand along. Since our earliest days, we’ve been the best cannabis PR agency for digitally savvy brands. We know successful cannabis digital marketing and PR advice of today is the backbone of tomorrow’s most successful cannabis brands. Today, it’s more important than ever to coordinate cannabis digital marketing with cannabis digital PR.

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Building Trust with PR in a Volatile Environment

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Building trust with PR is what tomorrow’s leading companies are doing today. Trust is a truly earned currency. There’s no fast tracking it and it’s easier to gain than it is to get back, so trust is a cherished and worthy asset for any company with ambitions. It’s essential for companies to build trust with key constituencies, whether those be consumers, investors, or other community stakeholders. After all, it’s virtually impossible to succeed if your audience can’t trust your company. And yet, it’s getting harder and harder for companies to win over skeptical consumers and communities.

Many factors have contributed to this volatile, and sometimes outright hostile, business environment. We’re all more engaged with the news and the world than ever before, which means we are more aware of what goes on “behind the curtain” at major companies.

Social media platforms are unethically harvesting and profiting from their users’ data. Major corporations are coming under the microscope for how they treat their employees. Income inequality has become a hot-button political issue. The environment is being irreparably damaged by companies exploiting it for a profit with little thought to how it will affect us and future generations.

Faced with innumerable examples of corporate greed and misconduct, it’s no wonder that the public’s trust in the business community has crashed. The 2019 Edelman Trust Barometer found that only 56 percent of people trust the business community to do the right thing. When nearly half of the marketplace harbors fundamental misgivings about businesses’ willingness to behave ethically, companies that want to earn consumers’ trust have their work cut out for them.

The world of business is hardly alone in coming under greater scrutiny from the public. Many people have grown increasingly distrustful of government entities, nonprofits, the news media, and other institutions. In the minds of a skeptical public, these organizations are in business for themselves, not their community or the world at large. That same 2019 report from Edelman found that only 57 percent of the public trusts NGOs to do the right thing, and the figure is even lower for the news media at 47 percent. A 2019 study from the Pew Research Center found that only 14 percent of Americans trust the government to do the right thing “most of the time.”

 

How to Use PR to Earn the Trust of Your Consumers, Investors & Stakeholders

So, what can companies do to earn the trust of an increasingly skeptical public? The study suggests the right way to do it. The lone bright spot for companies is that while much of the public doesn’t trust the business community as a whole, they tend to trust their own employers. The 2019 Edelman report found that 75 percent of people generally trust their employer to do what’s right. This data suggests that when people get a chance to know a company better, they can be convinced to give that company the benefit of the doubt.

Edelman’s research found that 58 percent of employees count on their employers to be reliable sources of information about social and political issues. Furthermore, 67 percent of employees expect their employers to join them in taking a stand on issues they care about. Employees also have high expectations of CEOs and other executives, with 71 percent believing their CEO should respond to social and political challenges. The general public agrees, with 76 percent saying that CEOs should directly address societal issues instead of waiting for governments to respond.

These data points offer a roadmap for brands looking to increase trust with their customers. Consumers are looking for businesses to drop their old ways of doing things and embrace the challenge of change. Brands that rise to meet this challenge can tap into the zeitgeist and build a better, healthier relationship with their customers.

One of the most effective tools to building trust with the public is a well-crafted public relations campaign. Why PR for trust building instead of advertising or marketing? It all comes back to the trust factor. Advertising and marketing are what you say about yourself, while PR is what other people say about you. Many people either ignore the content they see in ads or reject it out of hand because they don’t trust it. They believe that advertisers aren’t truthful or that companies exaggerate the claims in their marketing materials.

By contrast, PR is all about crafting a message for your company. There’s a risk here, as you don’t control the entire story yourself, but the potential benefits are worth the trade-offs. Because so many consumers don’t trust what they see or hear in ads, they look to third parties like news media, blogs, and other sources to verify those claims. A well-placed story in the right publication will do more for your credibility than any ad spend ever could. Furthermore, external links from reputable publications are a key factor in search engine results, meaning good PR can also make it easier for people to find your company.

 

Need Help With Your Trust Building PR Campaign?

Creating effective, striking PR campaigns for purpose-driven brands is what we do at Avaans Media, and we’d love to bring our expertise to your company. We have the media contacts, talent, and creative vision to craft the perfect PR campaign for companies of all sizes and in all manner of industries.

Our past clients have included consumer packaged goods manufacturers, nonprofits, and tech startups. We’ve even led a global campaign focused on boosting tourism for an entire country. In each case, we made sure to highlight the organizations’ values and strengths, and in each case, we achieved resounding success.

When you partner with Avaans Media, you’re getting a PR agency that knows how to showcase what makes purpose-driven brands special. We’ve been helping companies build trust since 2008. If you’re ready to see what we can do for you, visit our contact page to set up a phone call with one of our offices. You can also find our team locally in Denver, Phoenix, San Diego, Honolulu, Los Angeles, and New York.

CONTACT US TODAY

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Post-COVID: 10 Marketing Statistics & Strategies to Thrive in 2020 Recession

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There are TWO keywords for your post-COVID marketing strategy: Trust and Retention

2020 won’t be a year any of us forgets anytime soon. Social distancing brought us personal and economic uncertainty that’s sure to last through the remainder of the year. We won’t fully appreciate the full impact on this global pandemic for a very long time. Now IS the time to think about your post-COVID marketing strategies though.

Right now, businesses are having to make decisions that will determine whether they’re company survives or even thrives in a post-COVID-19 world.

Let’s face it, post-COVID marketing and PR will be very needed. It’s not a question of “if,” it’s a question of “what” and “how.”

From past recessions, we know customers steer towards familiarity during times of uncertainty. With this in mind, it’s important for brands to cherish their customers, keep in touch with their customers and tap into and enhance brand loyalty.

Even in a recession, consumers will still splurge, they will STILL treat themselves, but emotional triggers take on outsized importance because consumers actually DO want to feel good about their purchases and when consumers are watching their expenses closely, they have more to lose from a lousy brand (product, customer service, communication) experience. When consumers are watching their pennies, they aren’t taking as many risks with their money.

Get Emotional With Your Customer Retention

Now is a great time to reinforce the brand relationship with existing customers. Think about customer loyalty programs and branding & PR initiatives that strike right to the heart of your existing customers. Discounts and sales are easy, but do nothing for loyalty, so look at reinforcing customer loyalty right now. Now, understand, no consumer says “I want a relationship with a brand,” instead the relationship resides in their subconscious. Our work with Captivation Motivations means we deeply understand how consumers act, even when they don’t understand why they act.

Not only does post-COVID marketing to existing customers cost less than acquiring new customers, but it also pads the bottom line for years to come:

1) Customers with an emotional relationship with a brand have a 306% higher lifetime value and will recommend the company at a rate of 71%, rather than the average rate of 45%. (Motista)

2) Emotionally connected customers stay with a brand an average of 5.1 years vs. 3.4 years (Motista)

3) Emotionally connected customers recommend brands at much higher rates: 30.2% vs. 7.6% (Motista)

Grab Share of Voice While It’s Available

Brands who maintain or even increase ad spends are able to thrive in the years after recessions, the same will be true for post-COVID marketing. There are several reasons for this, first is branding confidence.

While the Edelman Trust Barometer of 2020 addresses the lack of trust in advertising, the strategy behind advertising isn’t trust itself, it’s exposure which leads to familiarity, which leads to increased trust. Also, the ROI will improve because fewer competitors will be advertising so your message will come across more strongly.

Plus, consumers know that marketing decreases during recessions, so by advertising you’re sending a message of your own confidence and strength to both customers and competition.

That said, expect PR, specifically earned media, to take an outsized influence as earned media leads in trust. Brands using PR to refine and focus their commitment to their existing customers will score extra bonus points in customer retention.

4) Companies who maintained or increase ad spend during a recession saw a 256% increase in sales over those who cut back (Innovating Through a Recession: Professor Andrew J. Razeghi Kellogg School of Management)

5) 92% of consumers say they trust earned media over purely promotional content. (PR Daily)

6) 70% of consumers prefer getting to know a company via articles rather than ads (Content Marketing Institute)

Maximize Happy Customers


Celebrate your existing customers, because customer retention is the name of the game. But go the extra mile too, ask for and encourage your customers to give you reviews and feedback AND show that you appreciate their willingness to do so. The reason for this is simple, the more engaged a customer, the more likely they are to be in the habit of referring you to others.

For the last decade, we’ve witnessed one of the most incredible consumer shifts in marketing: the traceability of consumer referrals. We now know that for certain that when a friend recommends a product or service, that product or service immediately benefits from a trust boost. This trend will be on supercharge throughout 2020.

During the boom economy, you probably spent the majority of your marketing budget on the acquisition of new customers. In the post-COVID marketing world, now it’s time to turn your funding away from acquisition funnels and into emotional connections and reinforcing trust with your existing customers, pivoting your marketing budget towards this strategy will increase revenues (yes, even during a recession).

7) Happy American customers will share their positive experiences with and refer about 11 people. (American Express)

8) It’s 5-25X more expensive to acquire a new customer than it is to retain an existing customer. (HBR)

9) A 5% increase in customer retention can increase company revenue by 25-95%. (HBR)

10) 80% of an organization’s future revenue will come from just 20 percent of your existing customers (InsightSquared)

 

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Brand Trust: Why Disappointing Social Metrics May Be A Good Thing

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What exactly IS brand trust and how do we measure it?

Brand trust is measured in many ways, sometimes we use a metric like a net promoter score. Sometimes the value of a brand is incorporated into EBITA, and we infer higher brand-value equals trust.

But really, what IS brand trust?  In a global environment where, according to the 2018 Edelman Trust Barometer, trust in institutions and media is at an all-time low, it’s more important than ever for brands of all sizes to keep ahead of the trust curve.

Neuroscientists have been researching the effects of our brains on trust with interesting results.  Neuroscientists have been researching the effects of our brains on trust with interesting results. In the book Brand Seduction-How Neuroscience Can Help Marketers Build Memorable Brands, Daryl Weber reveals how the unconscious mind is constantly picking up cues from our environment, including cues from brands, most of us don’t even realize our brain is doing this monitoring on our behalf. What this means though, is that every single subtle brand cue sends a message.

So how should we interpret trust in everyday execution and metrics analysis?

THE BRAIN ON FEAR

Think about the last time something you saw on social media enraged you. Chance are, just reliving that moment has your blood pressure spiking.  “Flight or fight” response, makes our brain neurons fire like mad. This, in turn, creates an emotional response. In contrast, our brain on trust is relaxed, open, I compare this state to homeostasis in the body. It’s the place our brain WANTS to be, but it’s also the place where triggers are not as emotional.

What this means is that emotional responses may NOT be positive for a brand trust. Take, for example, Facebook reactions. Content that triggers the most “viral” response is often content that creates anger, fear or other negative sentiments. But social media platforms (and their algorithms) aren’t yet evolved enough to understand that highly emotional reactions may not mean a piece of content is valuable for trust.The most viral content may do nothing to enhance trust. This does not mean that good never goes viral, but it DOES mean that computers don’t yet really grasp the difference,  even if humans (subconsciously) do.  But, humans are imperfect, and we’re often not even aware of our own reactions to messages.

This is to say, that in trust building, messages or ads that are viewed, but without huge emotional responses may actually be better for building trust. If you track reactions or sentiment on social, it might be disappointing at times to see that trust messages or messages built with trust intentions don’t get a lot of “lift.” But I would argue, that is exactly what you want from trust messaging.

LOW RESPONSE BUT MORE OF IT?

Imagine you’re making a special chocolate cake.
You create the first layer and ad the frosting.
It’s a good cake. It will taste good.
But it isn’t very impactful. So you add another layer. And another.
And before you know it, you have this impactful cake with layers of goodness inside. And when you finally EAT the cake, you enjoy it, even more, knowing there are multiple layers of goodness.  Trust is like that. The first layer of trust is good. It’s acceptable. But multiple layers of trust are better. Multiple layers of trust take time. The emotional response to trust is not “at the moment,” trust building is a front-loaded proposition. The payoff comes at the end. The payoff comes when the brand’s experience matches the anticipated trust. The brain remembers THAT satisfaction. Perhaps more subtly than an outraged response. But the brain DOES remember it at buying time. When you ate your beautiful chocolate cake, you enjoyed it. The next time you make a cake you’re more likely to make a chocolate cake over say, vanilla. This is how brand trust works.

The thing is, you need to reinforce that positive experience and positive response over and over. The subtle cues build up over time. But they can be replaced by constantly good experiences of vanilla cake too – because, you know, vanilla is equally yummy. Consistency is the key.

Have you ever known a brand one way than seen an ad that completely shifts the message? It’s jarring. Just today I was watching a conversation about a brand whose messaging, packing, product and ads were all luxury-level classy. Then they ran an ad showing a woman in panties with a pretty vulgar statement written on the panties. WOW! It got the attention of everyone, but overwhelmingly, their current customers were outraged, they thought they “knew” the brand, in some cases, people actually expressed betrayal.  These customers related to what they thought the brand was, a luxury-level classy product.  The brand’s trust has been shattered in the eyes of some. This particular ad may get high virality, but will the sentiment be overwhelmingly positive? And even it works, with what I call “a sugar spike” of sales, will those new customers be as loyal as the old ones? Will the old ones stick around?

Consistency is key. In branding trust, slow and steady wins the race. Look for consistently growing results, not “sugar spikes.” Sugar spikes mean you’re appealing to a specific audience over a short period of time, but not building any loyalty. That’s an even more expensive proposition than branding.

 

HOW DOES THE BRAIN BUILD TRUST?

We’re conditioned to trust our tribes.  Our brains attribute trust to brands who our tribe use. That’s why influencer marketing and customer reviews are so powerful. The person doesn’t even have to comment about using the product, they simply have to be seen using it.

One of the more brilliant examples of this is Jennifer Aniston’s water. This campaign works for two reasons: I KNOW Jennifer Aniston’s face already AND it’s consistent.  If you read any of the “celebrity” publications at all, you have seen Jennifer Aniston leaving the gym, getting out of her car or shopping with a bottle of water in her hand. SmartWater (and it’s parent company Coca-Cola) tapped into the inherent trust that Jennifer Aniston brings and then they gave her enough water to last a lifetime. Yes, Jennifer Aniston also appears in ads for this water, but the most memorable (to me, at least) are the pictures of her going throughout her daily life using the water. Every single time I open a magazine and there is a picture of Jennifer Aniston going about her daily life, she has SmartWater. This has been going on since 2015. Every single time I’m at the airport, I grab SmartWater, and I’m not even a particularly huge fan of hers, but somewhere in my brain I say “if it’s good enough for Jennifer Aniston, it’s good enough for me.” It’s not a conscious thought – it’s the brain operating and choosing based on those many layers. My hand just reaches for SmartWater, I don’t even really think about it. That’s what I mean by trust being a front-loaded proposition.

Zappos is another great example of brand trust. When Tony Hsieh started Zappos, he didn’t double down on ads, he doubled down on customer service. When the company was acquired by Amazon for $1.2 billion, 75% of its customers were returning customers.

 

BRAND ACTIONS OUTWEIGH ALL OTHER MESSAGES

If your water brand hires Jennifer Aniston and does all the same things as SmartWater did, but if it’s revealed that the water isn’t what it says it is, none of this will matter. Experience trumps all in trust. Worse, trust takes a long time to build, but it’s easily shattered. If you’re going to invest in trust, you must invest in an authentic way.

Above when I mentioned the jarring change of tone from classy to trashy, this also indicates that the brand isn’t clear on who it is and creates questions about the brand. “What other brand values are negotiable?” asks the brain. If this brand has built up trust with its existing customers, those customers now (even if subconsciously) question that trust.

An example of brand trust that does work is Red Bull. They’ve built their entire brand around adrenaline-fueled messaging. They went so far as to sponsor Felix Baumgartner when he jumped from space in 2012.  While this kind of stunt is absolutely designed to attract your attention, it’s also building brand trust – Red Bull’s customers know exactly what Red Bull stands for and they love it. Brand trust doesn’t have to be boring. 

IS BRAND TRUST WORTH THE INVESTMENT?

I suppose that depends on whether you’re in it for the long haul or not. Brand trust makes it easier for your customer to buy, creates triggers at the exact buying moment and that’s huge. But what else? Brand trust actually adds value to your company, makes it easier to attract talent and decreases costs because the product is easier for salespeople to sell. In the long run, brand trust saves money by also retaining customers.

In the end, brand trust is accessible to businesses of all sizes, but it takes commitment and consistency and yes, authenticity. You don’t need to be the biggest player on the block, just the most trusted.

In a world where trust in organizations is diminishing, building trust can be your most valuable asset – and because suspicion is so high for known brands, smaller niche brands who really do what they say and are consistent about it, have lots of room to develop that trust.

So what can you expect when you invest in brand trust? You might not see “sugar spikes,” and huge social media shares, instead you should see brand value reflected by consistent sales, repeat customers and even a stronger valuation that you’d have without it.

If you’re ready to invest in your brand, we are here to help you develop and execute your vision with aggressive elegance, contact us today.

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