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The Convenience Factor in Content Marketing

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This week, in our Say It For You blog, we’re sharing insights from the book Prove It, in which authors Melanie Deziel and Phil M. Jones teach readers how to use content as a tool to earn audience trust… 

Even before you get to the “proof” stage in your marketing, according to RevLocal, there are five pieces of primary information that consumers use to either learn more about a business, or reject it out of hand. These include price, products and services offered, the availability of both, customer service, and (for services in particular) – location. Coupons and special offers may be important, the authors add, as are testimonials and reviews.

“Claiming to be convenient is making a promise that customers’ interactions with you will be frictionless,” Deziel explains, quoting statistics from the National Retail Federation showing that 9 out of 10 customers choose a retailer based on convenience, with that observation holding true for groceries, electronics, personal care items, and pet supplies.

As head of a team of content marketers at Say It For You, I found those observations about convenience especially important. Creating a steady stream of content takes time and patience, which is precisely the reason many entrepreneurs employ ghost writers. “Winning back time” is the way Doug Karr and Chantelle Flannery, co-authors of the book Corporate Blogging for Dummies describe the big advantage for business owners, or professional practitioners in “hiring it done when it comes to composing, researching, and editing content”.

 

On the other hand, what I’ve experienced over the past eighteen years is that, if the content is to succeed in demonstrating that the business owner or practitioner is staying in touch with what’s happening in the community, as well as in his or her field of expertise, the process  of creating content cannot be a matter of  “do-it-for-me-and-wake-me-up-when-it’s-over”. Even as they offer maximum convenience to their customers, the owners themselves should not expect to enjoy the “convenience” of non-involvement in the process of creating content.

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Basing Content on What You Want Buyers to Believe

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“What do you want your buyers to believe?”  That is the question online marketers need to ask themselves when creating content, David Meerman Scott stresses in the 9th edition of his book The New Rules of Marketing & PR.  What are your customers really going to be buying from you — is it great customer service? The safe choice? Luxury? Different buyer personas buy different things from your organization.

A buyer persona is a representation of your ideal customer that you create from audience and market research, Flori Needle writes in Hubspot.  (A negative buyer persona, in contrast might include customers too advanced for your product or service or who are engaging with you only to gain knowledge, not to buy.)

Content marketing, however, is not about “forcing” prospects to believe. As Meerman Scott explains, customers tell themselves stories that define them and the way they relate to the products and services they use. Only if the story you tell your prospects and customers matches the story they’re telling themselves will your content be effective in appealing to them.

At Say It For You, we’ve learned over the years, content marketing will succeed only if two things are apparent to readers: a) You (the business owner or professional practitioner) understand online searchers’ concerns and needs and b) you and your staff have the experience, the information, the products, and the services to solve exactly those problems and meet precisely those needs.

What we’ve discovered, for example, in business blogging is that, whether it’s the owners or practitioners themselves doing the writing or whether they’ve hired us to do the job on their behalf, the language used must give readers the right impression in order to create that “belief connection”

At the same time, it’s important to remember that “the system” (search algorithms) appears to value cumulative content, offering the opportunities for us content marketers to build buyer belief over time.

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Avoiding the Uncommon is a Common Marketing Mistake

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To be considered for representation by an agency, aspiring speakers have to explain who they are, what they want to speak about, and why they’re qualified to do so, James Marshall Reilly explains in the book One Great Speech . While speaking agents don’t want to listen to your whole life story, Reilly notes, they are looking for something that separates you from the pack. Therefore, he advises, when looking for your magic bullet, consider pieces of information that you aren’t sharing with the agency and should be. Prior to becoming a biologist, were you a touring musician? An Eagle Scout? It’s not that you’re going to lecture about these topics, Reilly says.  It’s just that they help define you in a unique way plus make you relatable.

“Relatable” is the key word here.  As content marketers, we are interpreters, translating clients’ corporate message into human, people-to-people terms. People tend to buy when they see themselves in the picture and when they can relate emotionally to the person bringing them the message. That’s the reason I prefer using first and second person pronouns in blog posts and articles (over third person “reporting”). Marketing content that comes across as intimate, unique, even quirky, makes readers feel they’re connecting with real people. When content is filled with the company’s special brand of energy and passion, it is most likely to engage.

“Getting down and human” is so important, it becomes a good idea for a business or practice owner to actually reveal  past mistakes and struggles. Such revelations are very humanizing adding to the trust readers place in the people behind the business.  Why? What tends to happen is that stories of failure create feelings of empathy and admiration for the entrepreneurs or professional practitioners who overcame the effects of their own errors.

Like powerful speaker resumes, the key to powerful marketing content is to present experiences as accomplishments, revealing your personality, not only what jobs you’ve held. Assuming it’s not overdone, you’ll be rewarded for having a unique and authentic voice, particularly if personal stories are used as a means to an end – with the “end” being solving readers’ problems and filling their needs.

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Solve for the Monkey in Your Content

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“We waste our time chasing the wrong projects,” writes Jason Feifer in Entrepreneur Magazine. “There’s no point in building pedestals if you can’t solve for the monkey,” he explains, referring to a problem-solving framework created by Alphabet (Google’s parent company) – Can you teach a monkey to recite Shakespeare while standing on a pedestal? Unless the essential, pivotal problem is solvable — Can monkeys actually learn to recite Shakespeare? — there’s no use focusing on other aspects of the challenge.

To find your “monkey”, Feifer advises, ask yourself – “If I solved this problem and it was a great success, what major change would have gotten me there?” Stop spending time on fruitless steps, he says. Go get that monkey!

“When we talk with companies about the biggest challenges they face in growing revenues, we hear a consistent complaint,” Thomas Sittenburgh and Michael Ahearne write in Harvard Business Review.  “Companies that have invested millions to dream up new-to-the-world innovations need to become more adept at selling them to customers.”

Should you focus on the problem or the solution?  Focusing on the client means you sell the problem, not the solution, Emma Rose explains in Idea Rocket. Others insist that customers know their own pain points, and what they need is to understand is why your product is special in terms of solving that problem. In a “mature” market, it’s important to focus on the specifics of your solution (what you do better than anyone else and why you are unique).

Applying those viewpoints to our clients’ content marketing challenges, at Say It For You we’ve found that defining a problem, even when offering statistics about that problem, isn’t enough to galvanize prospects into action. But showing you not only understand the root causes of a problem, but have experience providing solutions to that very problem can help drive the marketing process forward. Searchers are unlikely to follow you into a “deep subject dive” unless they perceive that you’ve “solved for their monkey” and know how to ‘tame-and-teach” the creature!

 

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Using Failure as a Foundation

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“This is one tip I’ll offer to any struggling writer out there,” says Heather Fawcett in Writer’s Digest: “If you have an old idea in a notebook or saved to a flash drive, try recycling it into a new form”.

“It’s time you reinvented the word failure and saw it as feedback,” Suzie Flynn, BSc agrees… When you fail you have the opportunity to look at things from a new perspective, to experiment and even playfully have fun with new ways of doing things.

It was back in the early days of Say It For You that my then networking colleague Robby Slaughter had published the book Failure: the Secret to Success.  Based on the thesis of that delightful book, I explained to my readers two ways in which failure could be an important ingredient in blogging for business:

  • Your posts can demonstrate that you understand the problems the searcher is facing, and are devoted to the process of finding – and sharing – unique solutions.
  • Failure can become a standard by which to understand how a successful outcome will look and feel.

Some ten years later, I gained another perspective on failure when then Nuvo editor Laura McPhee devoted an entire section of the paper to highlighting “alumni”, people who worked there but who had departed for “better things”. As a content writer, I understood that the best way to make a company or professional practice relatable is to introduce readers to the people behind the brand, even if those people are no longer involved in making the products or delivering the services. And, of course, some of those stories and memories are going to revolve around failures – things that, at the time, had gone very wrong.

For me, Heather Fawcett’s piece in Writer’s Digest added a whole other dimension to the concept of using “failure” as a foundational element in content marketing: “recycling” ideas and presenting them in a new way more relevant to what’s happening “in the now”… One great content marketing sustainability tip is to keep an idea file, online or in a little notebook or folder with articles you cut out of newspapers or magazines, notes on ideas gleaned from a seminar, from listening to the radio, reading a blog or a book.. Your folder of “ingredients” , I tell newbie content marketers, will make your job a whole lot easier!

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