Saturday, February 12, 2011

Cup of Joe: How To Pick Up Chicks

Cute Girl CocktailDon’t tell Andy and Frank, but my secret goal with this weekly column is to meet cute girls on the internet. OK, maybe not really. But, I do want to talk about successful ways to pick up chicks. So, I know what you are thinking, pick up chicks? What the heck does that have to do with marketing?

Whether you like it or not, breaking the ice with that special someone is a talent that every marketer needs to have, especially, in social media. Take for example high level influencers that can spread your message across the web with one tweet. Getting on their good side is key to successful engagement. So to get you ready for Valentine’s Day, and your next social media marketing campaign, here are a few solid tips to engaging that special someone.

Don’t be captain obvious.

When I want to start a conversation with a cute girl, or a high level blogger, I stay away from making obvious statements. For example I am not going to say, “Hey I see you like coffee, so do I!” Why is this a complete fail? Because all this tells the other person is that you aren’t blind. In social media I see this all the time. Folks will go to a blogger’s “About Page” read the first few lines and then regurgitate it verbatim in a tweet. That’s not engagement, that’s copy and paste.

Stick to what you know.

One of the best places to meet that special someone is in a book store. Book stores are great because they are organized by topic, which means you can scope out the areas that you are interested in or know a lot about. Take for example, I see a cute girl in the “gardening” section and I see another one looking through the “tech” magazines. Can you guess which I am going to approach? Yeah I am going to be talking up the techy about AJAX and AI, because that’s what I know about. It seems like every day I see some clown talking in social media about something that have no idea about. If you are trying to engage with high level influencers and you clearly have no idea what you are saying, then you are wasting your time.

Don’t pick fights.

So hopefully this sounds obvious to most of you. But some just don’t get it. Maybe it’s low self esteem, or just a complete lack of confidence. But I regularly see folks be abrasive and confrontational with people they are either attracted to or want to engage. Maybe, it has something to do with never maturing past middle school, but the bottom line is, it doesn’t work. Picking fights is counterproductive and childish. And, while you maybe “engaging” the furthest you are going to get is a cocktail thrown in your face or being blocked on Twitter. Trust me, I have seen both.

Be yourself.

You know that cute girl or guy that works at your local coffee shop? Did you know that they have something in common with social media influencers? That’s right, they can both smell a rat. They both have heard all the same lines, and they know all the tricks. Which means if you want to successfully engage them you are going to need to be original. And the best way to be original, is to be yourself. Because let;s face it, there isn’t anyone else out there like you. You are unique and being authentic is the best way to show that. Now, that girl at the coffee shop might not be impressed with your uniqueness when you explain why the Ewoks ruined Return of the Jedi (don’t get me started), but she will respect you more for being yourself. Which means that you are more likely welcome to come back and try again another time.

So there you have it! Get out there and start engaging with that special someone. Whether you are looking for someone to spend Valentine’s Day with or for a retweet of your client’s site, the tips above should help you no matter what.

[photo credit]

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Friday, February 11, 2011

How to Find Hidden Niche Markets

You must be wondering how some internet entrepreneurs become so successful at earning money online. Sure, they must have a good affiliate program that pays well, and they must have an effective landing page that persuades customers to buy. But you’re forgetting something. Traffic is perhaps the most important factor in keeping your online business alive. And to gain traffic, you must have a niche market. But sometimes having a niche market is not enough. To be successful in marketing, you have to tap into hidden niche markets.

What is a hidden niche market?

niche markets

Well, first you have to understand the difference between niche and market. Market is the broad subject, for example, “cars”. A niche market is the more focused subject, for example, “sports car parts”.

If you like cars, you might want to start a site about cars. But the subject of cars is too broad, and you want to be more specific. So you use the free WordTracker tool to look for keyword suggestions. You enter “cars”, and you decide on “sports cars”. But a lot of sites are already catering to sports car enthusiasts, and you don’t want competition. So what do you do?

Using Google AdWords tool we can type in “sports cars”. The term “sports cars” generates about 246,000 search results per month, so you decide to be more specific. What about “top sports cars”? It only generates 33,100 search results. As long as the results are below 20-30,000, that means you will have few competition. So you decide to stick with the term “top sports cars” and see if you can use the term for monetization. To break down this niche even more, you would focus on car model or brands.

Now, lets use Google AdWords tool again, but this time to show you if a term has enough commercial potential. According to Google AdWords, the term “top sports cars” has decent advertiser competition, which means that there are many bidders. Thus, you can earn money using this term. This report will also greatly help you by giving you new and relevant keywords and topics to build content around your site or ad campaign.

niche markets

Now that you have your keyword or term, you can then start building your site. Post relevant content and become affiliated with programs that pay well. It’s normal not to earn that much in the first month since you’re still starting. Depending on your content, link building and article marketing, in about five to six months, you will notice that you are generating traffic and money to your site.

Once you have discovered a keyword or a term that has high search volume, few competition, and lots of bidders, you have discovered a hidden niche market. It’s not so hard to discover a hidden niche; all you need to do is just keep focusing on the specific type of product, and make sure that you use the tools mentioned. It will also help if you start on your interests. Narrow down your interests to one specific aspect of your interest, and then see if you can profit from it.

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Thursday, February 10, 2011

Report Highlights Need for Online Talent Now

In a young industry such as social media, defining talent and experience is a dicey proposition at best. The age of the space will vary greatly depending on who you speak with but the maturation has truly escalated in the past 5 years or so (feel free to debate that if you wish :-) ).

So it’s little surprise that the rapid expansion of the space has created a need for talent and experience both of which can be seen as being in short supply. That is unless you really believe that everyone who calls themselves a social media / digital marketing expert, guru, maven or ninja or whatever actually is one.

The Society of Digital Agencies has outlined this need for talent in their report the 2011 Digital Marketing Outlook. Check out the chart below.

Did you know that one of the most cost effective ways to either find the right digital marketing opportunity for you or to find that ‘perfect fit’ for your company’s Internet marketing and social media talent needs is right here at Marketing Pilgrim.

List your openings for just $27 for a 30-day period with Marketing Pilgrim to reach the Internet marketing industry’s influencers and, most importantly, the talent that is looking to work for you today.

LIST YOUR JOB OPENINGS WITH MARKETING PILGRIM TODAY!

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comScore Lists Top 10 Digital Media Trends of 2010

It’s time for the comScore, U.S. Digital Year in Review report 2010! I know you’ve been waiting breathlessly for this, preparing for the moment when you can put these marketing secrets into action and ramp up your sales 200%!

Well, here’s the real secret. There are no secrets. We’ve seen these trends coming right at us for the past year and then some. Still, a little validation is always helpful, so let’s see what made the list of the Top 10 Digital Media Trends of 2010.

E-commerce is back, but is morphing:

The report states that US e-commerce grew 10% to $142.5 billion. A big chunk of that went to online only sites such as Amazon, but many brick and mortar stores with an online component saw sales skyrocket this past holiday season.

Digital couponing comes alive:

This is what comScore calls the “morphing” part. Group buying and flash sales sites have made the art of the deal less of an art. Couponing is no longer just for the mom trying to make ends meet. Everyone wants a deal on everything and it’s driving sales like never before.

Facebook now leading the mindshare battle:

“Three out of every 10 internet sessions includes a Facebook visit, and Facebook accounts now accounts for 10% of all pageviews in the US.” It’s not going away any time soon, so you better learn to make it work.

Web-based email is waning:

The days where we were excited by the prospect of a free email address are over. Our society is on the move, so texting and social media updates — both of which can easily be handled with a phone — are the preferred means of communication, particularly among teens.

The Search battle gets bigger and wages on:

comScore says the search market is up 12%. Google gets more than 2 out of every 3 searches and Yahoo! is still coming on strong. With all search engines working to refine their results, eliminate spam and make responses more relevant, search is going to continue to climb.

Display ad growth continues, and more big brands join in:

Display is up 23%, says comScore, more than a trillion of those impressions coming at you from Facebook. We’re not just talking banner ads here. The big boys have found ways to make ads talk and interact with consumers in ways we’ve never seen before. We hit a record 4.9 trillion display impressions in 2010. What will 2011 bring?


Video adoption continues to climb, and online TV is now mainstream:

Video ad market takes shape, but still pales in comparison to TV:

We’ll combine these two and say three cheers for online video. It’s kind of the little engine that could, plugging along making small strides and slowly changing the way we view moving images. TV networks don’t have to worry about losing their sponsors to the web anytime soon, but we’ve definitely become more open about accepting ads on our favorite funny web shows.

Mobile market getting ‘smarter’:
Android vs. iPhone battle heats up:

Here’s another pair of trends that you should be thinking about. 25% of all mobile phones are now smartphones and that number is growing fast. With the shift came the ability to market to a captive audience using video, music, downloads and interactive features. People not only understand what you mean when you say “apps,” but they’re scooping them up like pennies from heaven.

And it doesn’t matter if Android or iPhone wins the race, either way, it’s good news for marketers. There are people who have their phones tethered to their body 24/7 which means you can reach them with your message at exactly the right time and in the right place. (Thanks GPS!)

Summary

Looking at these trends as a whole you can see that they’re all about doing things faster and smarter. Why rearrange your schedule around your favorite TV shows when you can watch them online anytime you want. Need lunch in a hurry? Let Foursquare help you find a place nearby and get a digital coupon so you don’t pay full price.

Do you have a marketing plan that fits in with these trends? If not, it’s time to get to work.

You can download the whole U.S. Digital Year in Review Report when you click here.

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Ken and Barbie Get Social

The internet is all a twitter today about a brand new social media marketing push from toy manufacturer Mattel. The campaign is all about how Ken plans to woo Barbie back into his life by Valentine’s Day and it’s pretty brilliant.

The entire event revolves around a website where people can vote if Barbie should take Ken back. The simplistic website has huge buttons sending people to Ken and Barbies’ Facebook, Twitter or Foursquare page, there’s even a YouTube video where Ken uses Match.com to see if he and Barbie are compatible. Not enough? They’re also running a reality show on Hulu called The Genuine Ken and not coincidentally they’re about to release a new “Sweet Talking Ken Doll” who looks like a cross between Justin Bieber and the kids from Twilight.

Everything is so tongue-in-cheek, it’s obviously aimed more at adults than kids. Ken’s Twitter includes a mix of marketing messages:

Today’s goal: Try out the #NikeTrainingClub app that everybody is raving about. I’m always curious when fitness and technology meet.

And creepy Barbie stalker statements:

I want my doll’s heart back, and I need your help getting it!

Sprinkled throughout are references to Esquire Magazine, the Lakers, Match.com and the Super Bowl. And here’s a favorite:

Weekend Ken-fession: when I watched the ball drop on New Years, all I could think of was how much I missed @BarbieStyle.

Okay, is that dirty or is it just me?

Let’s look at the numbers. Ken’s Twitter has nearly 7,000 followers and 34,000 people liked his Facebook page. That’s a lot of people following and responding to an entity they know isn’t real. Why not? The fact that he’s a doll turns the whole thing into a giant role play game.

Barbie and Ken aren’t the first fictional characters to join the social network. @mmsgreen is the official Twitter of the Green M&M, Flo the annoying Progressive sales lady has her own Facebook page, and we’re all familiar with the Old Spice Man. What all of these accounts have in common is that they’re humorous and often pop culture related. They promote the brand without actually hawking the product and that’s why people like, follow and share them regularly.

A week ago, Ken Carson was a washed up, surfer doll without a future. Now, thanks to a social media push, he’s a hot commodity appearing in USA Today, The Toronto Sun and even on TV. Hey, Barbie! Maybe you should give this guy a second look.

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Most Recognized Logos of the World

There are many logos and symbols that we see everyday. Most of which we can probably recognize, even if we cannot see the company or brand name of a product. Logos are important in advertising because it is a way for consumers to identify an organization or entity.

Logos have to be eye-catching, and it should be simple enough to remember but still look original. It has to use certain colors—colors that are appropriate for a particular brand or company, such as green for health food, and blue for diet food—and it should use either an ideogram or a typeface. There are other elements to consider when thinking of a logo design, such as shape and size.

To give you an idea how logos are designed, here is a list of the most recognized logos of the world, in no particular order.

Google

logos of the worldAccording to Millward Brown Group, Google is the most powerful brand in the world. It might seem like Google won’t be familiar to people who don’t use the internet, but since many people are starting to go online, Google has become one of the most recognized logos in the world. Their simple, multicolored logo is displayed in their search page so that everyone who uses their search engine can easily remember their logo.

McDonald’s

logos of the worldMcDonald’s has a very recognizable logo, with a bright yellow M and a red background. It’s the biggest fast food chain, popular not just in the US, but in the whole world, so it’s no wonder that many people of all ages are familiar with McDonald’s. McDonald’s has done an amazing job of branding towards children as well. Whenever a child sees the big golden “M” arches, they immediately think of Happy Meals and toys… begging the parents to make a quick stop.

eBay

logos of the worldMany internet users can easily identify eBay’s logo. eBay is the most well-known and most visited auction site online, and it’s next to Google among the list of popular logos used online. eBay has localized sites in 30 countries. Even though not all people who go online have transactions in eBay, they should be familiar with the logo since it appears in banner ads on its affiliate sites.

Starbucks

logos of the worldWith stores in 49 countries, Starbucks is one of the most easily identified coffee chains in the world. Its trademark logo shows an image of a long-haired siren inside a green circle with the words Starbucks Coffee. Starbucks also likes to change up their logo every once in a while, and whenever they do, it causes a stir of controversy among their loyal fans and die hard customers.

Coca-Cola

logos of the worldCoca-Cola has superb marketing, and their trademark red logo with white Spencerian script has been around for years. But the logo is not the only one that’s memorable for consumers; almost everyone from the age of three can recognize a Coca-Cola contour bottle. There may be other carbonated soft drinks that are currently known in the market, but no other brand can beat Coca-Cola and their excellent marketing.

FedEx

logos of the worldFedEx or Federal Express is a logistic services company that was only started in 1998. It is easily recognized by its short name “FedEx”, and its purple logo. Naming the company FedEx was a brilliant move, since its original name Federal Express was too long to be painted on airplanes and trucks. By painting their airplanes and trucks with a shorter name the company saved money, and they also made it easier for people to remember. Did you notice there is an arrow in between the letters “E” and “X” which represents an arrow for fast service and always moving?

Apple Inc.

logos of the worldOriginally Apple Computer Inc., Apple manufactures consumer electronics and software products. With its best-selling products such as Mac, iPod, and iPhone, it was named as the most admired company in the world by Fortune magazine in 2009. Apple uses a very original logo, that of a silver apple with a bite. With the recent sales from Apple’s iPhone and iPad and the huge increase in Apple’s stock, they are now one of the largest companies in the world.

Nike

logos of the worldMany athletes and celebrities wear Nike products, so the Nike logo is well-known among the public. The Nike logo is a perfect example of a simple but unique logo—it’s just a black swoosh. All Nike products have this logo, so it’s bound to be recognized by a lot of people. Would the Nike brand be what is it today if they never signed Michael Jordan?

Mercedes Benz

logos of the worldThe Mercedes Benz has been used by German automobile company DMG since 1909. The logo was originally just the image of a three-pointed star, but when DMG merged with Benz & Cie., a laurel wreath was added to the logo. In later years the laurel wreath was simplified as a circle, and this became the widely recognized logo of Mercedes Benz.

Shell

logos of the worldRoyal Dutch Shell, the Dutch-British multinational petroleum company, uses a very straightforward logo, a yellow clam shell with red outlines. Shell operates in more than 140 countries, so it’s only natural that many people can recognize the Shell logo.

I love writing about logos and doing research on how companies have changed their brands over the years. If you also find this interesting, please check out my previous articles on logos, which are The Art of Company Logos and Branding, and Top Company Logo Redesigns of 2009.

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Wednesday, February 9, 2011

Social Silo-Busting

social-silos

Silos have long been bemoaned as preventing the optimization of everything from enterprise resource planning to cohesive customer experience.  If Phase 1 of corporate social media development is scattered maverick experimentation and Phase 2 is creating integrated strategy, chances are Phase 3 is likely defining silo-based roles & responsibilities.  For example, Corp Comm could own Facebook, Consumer Marketing owns Twitter,  Care runs branded communities, and Recruiting runs LinkedIn (although we often see platform ownership split by business unit focus in marketing as well) .  There is a very real reason for doing this.  Clear ownership assures great responsiveness and allow for organizations to get appropriate social staffing and funding approved.  It is also true that the different social platforms have different audiences and dynamics (what & how you share) that are likely more appropriate for one part of your org than another.  It is safe to assume that this is not going away…so let’s make it work.

Whenever you get to the point of splitting platform responsibility between different departments, you run the risk of creating a new set of silos.  6 months in, you may find your boss praising what you’re doing in LinkedIn and questioning the way Facebook is being run.  You may read something posted on Twitter and realize it would have been perfect for you to capture video around for the YouTube & Facebook audience if only you’d known!  Here are 5 suggestions to systematize collaboration and prevent those silo walls from re-growing around you:

1) Group Governance- If you are not installing a hierarchical leader over your distributed channel plan, we do recommend that governance over decisions like adding channels, brand voice, changing policies, or cross-platform initiatives be discussed at a cross functional steering committee.  This can successfully be done in a somewhat informal manner or highly formal group with a charter, etc.  But the discussion that these decisions will spark can create trust and shared understanding among the partners.  It is likely that your friends from legal and HR should be a part of this as well.

2) Share Measurement - As a platform manager, it is easy to dive a mile deep on your own metrics and have only a glancing understanding of anyone else’s.  Because metrics are guideposts to measure progress on a strategy, they are a great way to re-ground your colleagues in exactly the role your platform plays in your company’s success.  A monthly measurement snapshot that you put together with the rest of your council is a great way to share learnings, troubleshoot issues, and will create a great artifact to be circulated around the company or management team.

3) Collaborative Content Planning- Managing a social platform means taming the beast’s insatiable hunger for content.  Content is gold and chances are, it is often appropriate across multiple channels.  By sharing conversation calendars - not just at the top of every month but as news happens and circumstances change will be the ultimate show of respect for your colleagues and the customer experience and will futher support the trust you are building.

4) Fight Social Silos with Internal Social Media - Beth Kanter wrote a great post on how silos impact non-profit social media where she expresses the social media mandate to be able to “Work Wikily“.  You may not be able to change your whole organization, but sharing your planning docs and measurement documents on a wiki, discussing ad hoc opportunities on Yammer, or even using a shared document platform to edit the next version of your employee policess help bake collaboration into your working group.

5) Evolve Together - The plan that you created in 2009 or 2010 may no longer be working or at the very least may have room for optimization.  Instead of firing suggestions over the wall, institutionalize evolution around your plan.  Quarterly meetings of your working group that are either offsite ot at least lengthier will help you review progress and ask the tough questions about what needs to change and when.  Going through that process together can foster strategic discussion and veer away from channel analysis or criticism becoming a land grab.

Go forth and bust those silos for the good of your customer and your own career!  If you have other tools that you  hae seen successfully work, please add in the comments.

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Google Making Some Mobile Noise

Google has been the talk of many for its push in local Internet marketing. That has been happening for good reason since it seems that’s where the innovation is occurring for the search leader.

Now, some of the same attention is being turned to the mobile environment which, for the most part, plays hand-in-hand with local. From events discussing the mobile environment that feature the likes of Mary Meeker of Kleiner Perkins (February 10 at 1 pm EST and are being livestreamed) to more Google videos (see below), Google is firing up the mobile ad machine in earnest.

The mantra that is guiding the efforts is stated on the Google Mobile Ads blog in the following three points.

Seamless: We’re bringing the best characteristics of desktop advertising to mobile devices. We want to help marketers and developers extend the benefits of their desktop advertising to people on mobile devices, while effectively managing their campaigns and ad space across many channels.

Inclusive: It’s clear that mobile is about more than just one device, one type of ad format or one style of ad campaign. Our ad solutions span across search, text, display, video, commerce and more, on a wide variety of devices, and enable businesses and consumers to connect in newly relevant and useful ways.

Made for mobile: Mobile devices have unique characteristics like location awareness and touch screens (and the ability to make phone calls!) that make it easy for people to engage with information conveniently, and create unique opportunities for businesses as well. Our ad solutions are built to help marketers, developers and publishers take advantage of these mobile-specific characteristics.

So it’s just the same Google message in a mobile environment. Sell more ads.

We’re not saying this is necessarily news but whenever Google draws attention to itself for something other than its core web search business you have to pay attention.

Couple that with what promises to be a “Is it the death of Android?” rush in the news once the iPhone hits Verizon tomorrow (oh boy, can’t wait for that), and you can see why Google wants to shift the focus to something they can profit from whether it’s on an Android device, an iPhone, a BlackBerry or a whatever.

Ads are platform agnostic and that’s enough to justify this view from Mountain View. Whether we like it or not, if Google is paying attention then we need to as well.

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Tuesday, February 8, 2011

Want More Copywriting Clients? Here’s a Surprising Way to Find Them

image of postage stamp

As a freelance copywriter, I’ve put together a nice portfolio of major corporate clients, ranging from Bay State Gas to Pizzeria Uno. And I found most of them in a rather unusual way.

I didn’t use SEO or pay-per-click. I didn’t go to networking events and shake hands with half the Rotary Club. And I didn’t take out billboards by the highway that said AWESOME COPYWRITER FOR HIRE.

I got most of these lucrative gigs in a way that wouldn’t cross many people’s minds — a way that’s unconventional and highly effective.

I sent them a sales letter.

Not the kind that’s an HTML page, but a good, old-fashioned paper letter in an envelope with an honest-to-goodness stamp.

The same copywriting techniques you use for online pages can be moved to the physical mail world. (In fact, that’s where they came from in the first place). Direct mail can still be surprisingly effective, and it has a few real advantages.

Why prospect by direct mail in the internet age?

I conducted my first direct mail campaign in 1997 and got an amazing 11% response rate of prospects asking for my information kit. From that I landed several high-paying, long-term clients. After a hiatus to focus on magazine writing, I decided to get back into copywriting this year and garnered a good client base (and a lot of interested prospects for my pipeline) with my very first wave of direct mail.

Here are a few benefits of prospecting via mail as opposed to e-mail:

  • You stand out. When hordes of other freelance copywriters are shooting off e-mails (which are all too easy to delete), you stand out from the crowd by sending a nicely-presented mail package.
  • You can customize your mailing. With e-mail, you wouldn’t want to send an unasked-for attachment because you run the risk of being labeled as spam. So all the prospect gets is your bare-bones e-mail introduction, and you hope like crazy that she clicks on the link to your online portfolio. With a direct mail sales letter, you can include your business card, a reply card, a sample, a white paper — anything you want.
  • You don’t feel overwhelmed. E-mail can reach prospects all over the world and in all different industries — but just thinking about where to start can be overwhelming. When I tried prospecting via e-mail, my efforts were scattershot and mostly fruitless. Using snail mail forces you to focus on either a particular geographic area or a type of business. For example, with my first campaign I concentrated on businesses of a certain size in my home state of Massachusetts.
  • Prospects can keep your information on file. I recently got a $1,000 assignment from an exec who kept my information kit on file for over two years. It’s difficult for your potential clients to dig through (or even remember) old e-mails, and often a lot easier to pull a paper packet out of a file.

Want to try the low-tech way to land clients? Here’s where to start: the essential components of a simple direct mail campaign.

The letter

Multi-page sales letters typically pull in clients better than single-page ones, so my sales letter is two pages long.

It starts with a question that readers are sure to answer “Yes” to, tells the reader about the benefits my clients experience when they work for me, and makes the offer of a free information kit with my samples, client list, testimonials, and fee schedule.

Sound familiar? It should — the ingredients of this paper letter are the same ones you’d include in an effective landing page.

If you’re looking for the mechanics of writing a killer sales letter, you’ll find articles on persuasive copywriting every week here on Copyblogger. Even better, sign up for Copyblogger’s Internet Marketing for Smart People newsletter. It starts with a 20-part tutorial that includes lots of tips for writing killer sales copy.

The mailing list

For my first campaign, I went through a business directory at the library and entered likely prospects into a Filemaker file. I then called every one of those businesses to make sure the information was up to date. Only then did I compile my mailing. Time consuming, yes — but also effective.

For my second campaign (which started late last year), I bought a list of 900 marketing executives in my new home state of New Hampshire from Hoovers.com for around $225. (There are tons of list services out there, but most of the ones I found had a $500 minimum order.)

I stupidly had faith that a purchased list would be as accurate as the one I compiled myself — and received an e-mail from a prospect complaining that both his first and last names were spelled wrong. (Though, thankfully, he still did ask for my information kit.)

Now before I send a letter I always call the business to check all the key information, or I at least verify the information online. You’ll save yourself from making a poor first impression with someone who could turn out to be a great client.

The reply card

I include an old-fashioned reply card that the prospect can fill out and mail back. My mailing address is on one side, and there are blanks for the prospect’s name, phone number, e-mail address, and mailing address.

The prospect can choose to receive my information kit via snail mail or e-mail, schedule a phone call to discuss a project, or be removed from my mailing list. (By the way, to date, no one’s ever checked that last box.)

For my first campaign, there was the question of whether to include postage on the reply card. I did this for the first wave or two, but another, more experienced copywriter told me that something as small as a stamp is not a barrier for people who are genuinely interested in contacting you. In other words, if someone really wants to send the reply card back, they’re fine with sticking on a stamp. I stopped stamping the cards and my response rate didn’t budge.

The information kit

When someone requests your information, it’s really helpful if you have something to actually send them.

For my first campaign, my information kit was in hardcopy and I kept all the components — samples, testimonials, etc. — in folders, ready for me grab the components when needed and stick them in a large envelope.

Now, I also have each component in PDF format so I can send the kit via e-mail if that’s how the prospect chooses to receive it.

You can use any electronic resource you have available (your blog, some great web sites you’ve done copy for, or even a well-crafted Facebook page) to support your direct mail efforts. Just because you’re prospecting by direct mail doesn’t mean you have to stay there.

The cover letter

Along with my information kit I include a one-page cover letter that restates my experience and the benefits I offer, and invites the prospect to call me to discuss any projects she may have.

If I have a particular interest in this company, I can easily customize the cover letter to show that I’ve done my research and understand that company’s needs.

The follow-up

Over the last 13 years that I’ve been freelancing, I’ve learned the value of the follow-up e-mail or phone call.

Every few months, go through your database of all of the people who have asked for information from you — your prospects. Touch base with each one to let him know what you’re up to and to ask if there’s anything you can do for him.

I know this sounds like a lot of work, but once you have a system in place it becomes second nature.

Also, I prefer putting in some work up front and reaping real rewards, rather than taking the seemingly easier route of shooting off e-mails to untested addresses and not get any response for my time.

How about you? Have you ever tried a direct mail campaign to land clients? What did you learn? Would you do it again? Let us know about it in the comments.

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A Question of Money-back Guarantees and Marketing Your Online Products

_wp-content_uploads_34_gold_guarantee.jpgOver the last 12 months, I’ve continued to shift some of my own online business activities to producing products to sell on my blogs (I wrote about some the process here).

This has been a profitable move for me, but has also been one that has meant making a fairly significant mind shift in the way that I operate. In fact, it’s probably more accurate to describe it as a series of smaller mind shifts.

I’m not alone—in talking to many bloggers who are making a similar transition, I’m seeing a number of questions come up again and again that indicate to me that we’re all having to jump over the same hurdles.

One of those hurdles is money-back guarantees.

I spoke with a blogger just yesterday about this—they shot me an email asking whether they should offer a guarantee on their ebook’s sales page. Their concern was that in offering a virtual product which could not be physically returned people would take advantage of the guarantee: they’d pay for the product, download it, and then ask for a refund to get what would end up being a free ebook.

I remember wondering the same thing when when I created my own sales pages for the first time. Is offering a money-back guarantee on a virtual product simply setting yourself up to be ripped off?

Answering the question of money-back guarantees

Lets start out by saying that you will certainly find that a very small percentage of people will probably take advantage of this refund to get a free product. I’ve been selling ebooks for a couple of years now and in the times I’ve been asked for refunds I’ve certainly suspected a handful of people doing this—but it’s a very very small minority.

Here’s what I’ve seen when it comes to refunds on my own ebooks. In the last two and a half years, I’ve sold around 40,000 ebooks here on ProBlogger and on Digital Photography School. I don’t have an exact figure on how many refunds have been requested and given (we refund 100% with no questions asked), but I would estimate that the number is less than 100—at the most it’d be 150.

The majority of those refunds have been requested for genuine reasons:

  • from readers who thought they were buying a real book, not a downloadable file
  • from readers who felt that the ebooks were too advanced or too easy for them
  • from readers with download problems (e.g. those on dialup)
  • from readers who accidentally brought two books.

You can tell that many of the requests are genuine from the way that the customers approach the refund; you can see for yourself that others are genuine (in that, for example, they didn’t attempt to download the product). Either way, refunded sales make up around a quarter of 1% of my total sales. They’re not very significant.

Also keep in mind that even if someone does request a refund with the intent of getting a free ebook, it doesn’t actually cost you anything more than a moment for you to process a refund. That’s a sale you’d never have had anyway, and if the person actually does read the ebook, they may just become a fan if what you’ve written is worthwhile.

On the flip-side I think offering a money-back guarantee comes with some pluses.

1. A money-back guarantee removes a barrier to purchase

I know for a fact that at least a proportion of my readers buy my ebooks because they know that if they don’t like them, they can get their money back. I regularly receive emails, see tweets, and get comments on posts from readers explicitly saying that they liked the idea of being able to taste and see before being committed to the purchase.

2. A money-back guarantee can help build trust

The web is a place where people are rightly suspicious. Having a money-back guarantee doesn’t automatically make people trust you, but it can help to build trust. Your guarantee is an indication to people that you’re not just after their money, but are interested in providing them with value.

Also, by issuing money back guarantees quickly and without any strings attached, you’re building a relationship with those who do seek them. Of the 100 or so refunds that I’ve given over the last couple of years, I often get emails back from people who are impressed with how easy it was, showing relief that I’m trustworthy, and at times indicating that they’re going to buy another product of mine that’s more appropriate to their needs.

I’ve also had quite angry and unsatisfied customers who emailed with dissatisfaction turned around when I offered to refund their money. I often communicate to readers who complain that I’d rather them be satisfied and happy with my company and not have their money, than have them unhappy and have their $20. I’ve also seen people publicly tweet or leave comments about how my sites are trustworthy because we issued refunds.

Refunds are an opportunity to build trust and goodwill with customers and readers.

3. Money-back guarantees differentiate you from the competition

Not everyone offers a guarantee (at least, not everyone promotes that they do). This provides an opportunity for you to differentiate yourself from the competition.

This was illustrated by an email that I received from a reader of dPS recently who told me that they’d bought our new ebook instead of a real, hard-cover book from Amazon because they saw our refund policy and didn’t feel that they’d be able to return a real book to Amazon.

If a person has the choice of two products (virtual or real) and one will give the buyer a refund if they’re not satisfied, it could just be that guarantee that gets that customer over the line.

4. Money-back guarantees drive you to produce value

One of the side-effects of offering a money-back guarantee is that it keeps you accountable to your readers and customers. I remember having this conversation with an author who was in the process of writing an ebook several months ago…

Author: I’m worried about offering a money back guarantee. Won’t that lead to lost sales?

Me: It could, but most people only ask for it if they’re genuinely unhappy with the product.

Author: I guess that means I better make it good!

While I’m sure the author would have done a good job one way or another, he expressed to me six months later, after the ebook was launched, that our short exchange had motivated him to put extra effort into developing his ebook. The threat of lost sales made him more accountable to his potential customers.

Why guarantees are worth it

Summing up, I offer money back guarantees of my info products because:

  • they don’t cost me anything
  • they do lead to higher sales
  • they do help me build trust and relationships with readers
  • I think it’s a good business and ethical way to be
  • they keep me accountable to deliver value to those who buy them.

Ultimately, I want those I interact with online to get value and I’d rather not have their money if they don’t feel that value is delivered.

P.S. There’s another factor to consider: if you’re using PayPal, you’re pretty much forced into giving refunds at times. Buyers can issue a dispute with PayPal within 60 days of a purchase and, in most cases, a refund is granted. I spoke with one ebook seller recently (who’s a lot bigger than me) who said that they couldn’t remember a time when PayPal had sided with them in disputes, and refunds were almost always forced on them by PayPal.

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Medical Monday: Do Baby Boomers Use Social Media?

Do Baby Boomers Use Social Media?This past weekend I went with my family to my great-Aunt’s 96th birthday.  The whole family met in Long Island, coming in from other parts of the island, New York City and as far away as Connecticut.  As we were leaving, I thanked her 60+-year-old daughter for inviting us, and that’s when she uttered the phrase that left me thinking all weekend - she said “I’ll post the photos on Facebook.”

Had my 30-somethings friends said that, I wouldn’t have batted an eye, but since when were my baby boomer-generation family members actively using social media (nonetheless Facebook)? I began to wonder, do boomers actively use social media?

Some quick research made me began to realize, that they are, and the number of boomers turning to social media is increasing. A recent article in Advertising Age reported use of social network sites such as Facebook in the 50+ demographic grew 88% between 2009 and 2010 (to a total of 47%). Of those age 65+, use doubled to 26% making them the fastest growing segment. [i]

And with the first wave of the generation hitting the retirement age in the next year, I began to wonder, are boomers using social media to talk about healthcare?  Is this an effective place for marketing healthcare products to boomers?

A search online brought another conclusion. I found anecdotal evidence of boomers sharing their experience with products and disease categories online (especially among those they live with daily such as arthritis).[ii] What was interesting was the number of boomer-aged caregivers turning online for information, experience and support who are taking care of their own older parents.

I realized that a lot of younger boomers have the dual role of being both patient AND caregiver, making them an even more appealing target audience.  They are actively looking for information for two members of the older generation.  This made it no surprise to learn that boomers who are caring for aging parents are even more heavily reliant on sites like Facebook than boomers in general.i

So what have I learned from this exercise?  I’ve learned when looking to reach boomers, don’t rule social media out. My new mantra: have faith in social media, but always do your research.


[i] Advertising Age, November 23, 2010

[ii] Note, every disease category is different and we recommend tailored listening work be done in the appropriate treatment category before engaging in a social media campaign

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