To do our work, we all have to read a mass of papers. Nearly all of them are far too long. This wastes time, while energy has to be spent in looking for the essential points.Anticipating the style of writing that we have come to expect in short form content online, Churchill offered four specific directions for removing anything extraneous:
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Wednesday, March 23, 2022
Churchill's guide to writing
Monday, March 14, 2022
Colgate needs to brush up on its email communication
Uupload.wikimedia.org/wikipedia/commons/thumb/1/16/Toothbrush_toothbrush.JPG/512px-Toothbrush_toothbrush.JPG |
What Colgate got wrong
It forgot that in marketing communication, less can be more more, and more is only welcome if the audience sees value in it.
Some time ago, I granted Colgate permission to email me in order to receive its promotions. What I had in mind by promotions was value for me, meaning special offers and/or coupons. But Colgate seemed to think it was just about constantly reminding me about Colgate products with no financial incentive attached.
Finally, today, I decided I had enough of the Colgate clutter that wasn't bringing any value to my inbox. I put in a request to stop the emails.
What Colgate got right
The opt-out form offers a menu of reasons to select that the folks on the marketing team should note in planning future campaigns. Most opt-outs include the first three, but this one adds a fourth option that fit my motivation exactly:
That was nice to find exactly my reason without having to fill in other or pretend I had not opted in.
What Colgate should do with that data is plan for more effective email communication in future. If you lure customers in with the promise of special savings for subscribers, you have to deliver on that. Otherwise, you're not keeping up your end of the bargain and will lose the customer's attention and trust.Friday, March 11, 2022
From multi to omnichannel marketing
Photo by Pickawood on Unsplash |
Not all marketing strategies deliver the same rates of returns. Omnichannel marketing outperforms single channel at the rate of 2.5x.
To get to that, it’s not enough to build an easy-to-navigate eCommerce site supported by marketing campaigns that reach out to them on various channels. All those components have to be integrated to work together through an omnichannel strategy.
The ROI of Omnichannel Marketing
The returns of omnichannel marketing over single channel are quite impressive, according to the data offered on Clickz:
Engagement rate: 18.96% on omnichannel vs 5.4% on single-channel
Purchase frequency: 250% higher on omnichannel vs single-channel
Average order value: 13% more per order on omnichannel vs single-channel
Customer retention rates: 90% higher for omnichannel vs single-channel
In a survey by HBR (Harvard Business Review), 73% of respondents said they use multiple channels during their shopping journey. That includes email, SMS, MMS, social media, as well as searches on the site.
The challenge for retailers is maintaining coherent and consistent communication that makes the most of the different ways of connecting. A Facebook or Instagram ad may be what first grabs the customer’s attention, though they may need some follow up to convert to the level of putting together a shopping cart with an email or MMS message that offers personalized recommendations.
So why do we call this omni and not just multichannel?
Multichannel marketing is simply messaging that a brand uses across various channels to try to increase its reach. In contrast, omnichannel marketing is not just about sending the messaging out across the different channels but linking up the data on feedback on each one back to the customer to personalize the experience through responsive adaption.
Customer interests are not static but constantly changing as they respond to contextual triggers. Brands that utilize omnichannel use big data analytics to update customer data and adapt each message that goes out accordingly. An omnichannel approach adapts to such shift to make marketing messages as relevant as possible.
Timely texts
Emails remain an important marketing tool for all businesses, especially eCommerce. However, widespread smartphone use makes texts a very effective way to get attention, as they work off a device many people keep at hand for most of their waking hours.
Text messages the perfect medium for sending time-sensitive information. That includes:
Announcement of new product drops, especially if one of the benefits you offer SMS subscribers is early access to what’s new.
Promotions for same-day flash sales, particularly if they are set for certain times like noon to three.
Notification that something they wanted to order is now back in stock or is now on sale.
An urgent notice that their selections in a cart they abandoned are in danger of selling out.
Channeling Success with Targeted Communication
Targeted messaging is much more effective than generic messaging. The basis of that communication is identifying customer segments, and it can get even more relevant with personalization with product offerings and promotions selected specifically for that customer’s interests.
No matter how responsive your customers are to emails or texts, it’s important to remember that a single channel does not fit all customers under all circumstances. You need to adapt to the needs and context of the moment to deliver the right message through the right medium..
For example, you could have a customer who has subscribed to both emails and texts. Even though sending an SMS is fast and easy, it's not an appropriate medium for longer messages. You also can use both channels for reminders say of an upcoming promotion or a price drop on something they have looked at but didn't end up adding to cart or that they added it to the cart but failed to complete the transaction.
On that basis, you can get the right offer to the right person at the right time, and through the right channel.
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Wednesday, March 9, 2022
When automated messages make your brand look stupid
Marketers love using emails and texts to be in contact with customers. It's so cheap and easy to get messages out that some abuse the channels and send out daily messages. Even worse, some send out multiple messages a day, which just crowd a customers' inbox and make them start tuning out those messages.
One of the biggest offenders on this front is the Gap family of brands. As the umbrella organization comprises not just Gap but also Banana Republic, as well as the "Factory" versions of both those brands, on top of Old Navy and Althea, it sends me a minimum of three and sometimes even five emails each and every day. So, yes, I tune most of them out now.
But the one pictured above caught my eye. Can you guess why?
Are you motivated to make a purchase because a brand lets you know that you have free money to spend that amounts to just $0 in rewards? In other words, your purchasing power is unchanged from what you thought it was before.
It's all too obvious that Old Navy is attempting to personalize the offer not just by using my name but by trying to tempt me to make a purchase that will be discounted by my rewards. As the algorithm is not programmed to discard that message for customers without a reward balance, we get a message that shows not all personalization necessarily fits your marketing message.
A bit later I got this email that made a similar mistake in a PR pitch. Notice how the personalization is worked in without regard for understanding how we address people in real life:
"Setting up your business remotely during Great Resignation
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Hi Brown, Ariella Team,
I have a story I think Brown, Ariella would want to cover about a firm that can help businesses
affected by “The Great Resignation,” which is continuing with 4.3 million resignations in
December 2021 alone (1).
One other nitpick I have is that it refers to the Great Resignation continuing by citing the numbers from December 2021. As we are in March now, that is a non sequitur. Instead of presenting the sentence in this order the text should have started with the December stat and then say that the trend continues in 2022, possibly with its own sentence set up this way: In December 2021 alone 4.3 million resigned from their jobs, and "The Great Resignation" trend is continuing in 2022, raising concerns for businesses that want to retain their employees.
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