Back to School

One of the greatest mistakes one can do is ask a copywriter – or any kind of writer for that matter –  to speak.

But hey, since we are living in abnormal times, I did a little bit of speaking recently in my capacity as a copywriter and content creator.

Content Marketing Training

Close to a hundred participants got my take on Content Marketing for 8 hours a day for two full days, across 4 separate sessions. That’s 64 hours of speaking, facilitating, transferring knowledge and of course reminding participants to keep their video feed on.

And in the end, it was my audiences that re-schooled me of a fundamental marketing premise that is constantly taken for granted:

Great Content is Nothing,
If it’s for the Wrong Audience

Yes, I did speak about content marketing, but it wasn’t for an audience that was very interested in the subject matter. Let me skip the whys and hows of this predicament and get to the matter at hand.

I spent days perfecting the PowerPoint; making it as informative, engaging and structured as possible for beginners to grasp. Do note that my knowledge is a clutter of unstructured information I have amassed over the years that needed to be organised, tweaked and moulded into a presentable form – this was my first time conducting an official training mind you.

Ultimately, I was quite happy with the deck, and thought with my (ahem!) wit and charm can sail through.

And for the most part, I did deliver a solid first performance. All was well.

Then, the second batch came aboard a week later. I could not for the life of me get through to them. Participation was almost nil and they all looked like they rather be watching yet another pandemic PSA.

Same content, different set of audience – but completely different results.

Based on the first session, I knew the training content works. So, it was still the right message, but to a wrong audience.

And we all know that getting the right message to the right audience is the key to effective communication. Somehow, I completely misjudged this and assumed that my content alone would be enough to see me through no matter who is in the audience.

But I did manage to somehow salvage the situation by way of changing tactic. After the morning break I versioned the delivery of the content and not stick to the script.

Needless to say, I was more prepared for the following two sessions by varying the presentation and delivery, yet it was the same deck I prepared initially.

Good Content Wrong Audience

Same content, different points-of-emphasis and delivery based on the audience at hand helped to ensure consistent results.

And this same premise can and should be applied to all marketing communications.

Gone are the days when we used to force the same message across all channels in a campaign. Understanding the target audience, and thereafter customising the message – while keeping the essence – is imperative to engage and compel.

A much-needed reminder in this day and age of long-tail audiences and multi-faceted channels.

Here are 5 tips on how to ensure your main communication message appeals to varying target audiences:

  1. Fail First
    Like how I failed with my second batch of training audience, it was a necessary step for me to analyse the audience I was speaking to, hence forcing a re-evaluation and re-thinking of message delivery.
  1. Test Often

Split and A/B testing is much needed to help fine-tune messages, so it speaks directly to the intended audience. This is also a necessary step that provides valuable insights to identify the characteristics of varying target segments.

  1. Guesswork Out

There’s only so much analysis, studying and tweaking you can do. Nothing is certain until you put your content out there and use the feedback to make versions that target different sub-segments.

  1. Pin-Point Pain Points

Nothing works better in marketing communications than being able to identify the pain points of your audiences. Best part? Each pain point allows for versioning of the message for added appeal.

  1. Be Flexible

There will always be a new sub target segment that you didn’t know existed. That’s lost opportunities by ignoring a potentially profitable subset of the market. Always test new variations to seek out such audiences.

Auto Copywriter

I’d like to consider myself as someone who embraces digital technology. Yes, even as a copywriter – dabbling in a skill that is probably as old as the first cave drawings.

Oh and I like caves too. Not the bat-infested kind but the mental cave of solitude from where I draw inspiration and shut out the world.

Hmmm… I’m not sounding much like the embracer-of-modernity as implied above.

Nevertheless, I’m sure you will agree that it is noisy out there. There are all sorts of digital apps, platforms and tools; all screaming for attention and promising a quick fix upon an even quicker sign-up.

And don’t worry, it’s free to start. But you can unlock amazing features to make your work/passion/life a breeze for a small monthly subscription for the rest of your indecisive life.

A familiar pitch these days inundating every other scroll-of-thumb in social media.

Unsurprisingly, I have also lately noticed ads for copywriting apps and templates that claim you can master the art of written persuasion in a few taps – an auto copywriter in your pocket of sorts.

Trust Your Copywriter

Pretty cool if you think about it. Why endure years of being under-appreciated and underpaid honing a critical marketing skill when you can just tap-tap and its done?

Being a copywriter is part art, part science, part depression and part mental anguish. And if you’re a freelance copywriter – add ‘part broke’ to that equation.

I would reckon over the last 20 over years of slinging copy, I would have sold products and services worth tens, or perhaps hundreds of millions for my clients.

And now, at a time when I am supposed to be at the peak of my prowess – combining my sales, business and strategic expertise – have come to know that I can be replaced by an app.

Hey, I’m a big believer in the democratisation that technology brings. Yes, jobs will be replaced but new ones are being created as well.

Actually, you don’t really need an app or template to be a copywriter. Social media has allowed anyone to string a caption together for their business and publish it to the world. Ta-da!

Mastery of the language, grammar proficiency and proofing skills are al old-school prerequisites that don’t really matter anymore, especially if you are selling exclusively on social media.

And that’s the caveat – these wonderous apps are probably only suited to social media marketing efforts – and some even claim sales letters – and even that primarily for the B2C segment.

But if you need copy written for any of these things:

  1. Website, portals or apps
  2. Videos or motion graphics
  3. Profiles – digital or otherwise
  4. CRM communications
  5. All B2B marketing touchpoints

Then going Canva with your copywriting is surely a formula for disaster.

Any serious business truly needs that one person to make the words work, and then build a personal relationship with the audience in view of generating a positive response. Then have the ability to put a creative spin on things with wordplay and uncommon insights for lasting appeal.

Not to mention having the acumen to uncover pain points and deliver solutions in an engaging manner. Plus, this person needs to be able to monitor results and optimise for greater impact.

That’s what copywriters do, which no app can emulate. And frankly, I am barely scratching the surface.

Good luck with the app!

Good Riddance 2020 – You Freak!

If the year 2020 was a/an:

  • Headline, then it caught all the wrong attention
  • Concept, it didn’t make sense
  • Website, it wasn’t very user-friendly
  • Ad, no one was sold
  • Call-to-action, it surely was misleading
  • Logo, it wasn’t recognised
  • Packaging, it misrepresented its contents
  • Campaign, it didn’t cross any borders
  • Online purchase, it wasn’t fulfilled
  • App, it crashed

This truly was an epic year, for all the wrong reasons. Even for me – a self-professed homebody and pseudo-introvert – it has been a sobering (errr, maybe not the right word…), perhaps depressing year to be living in.

HNY 2021
Please, don’t jinx it…

From the ever-flexible MCO SOPs to the ever-present MKN SMSes repeating the obvious, there just seem to be a tinge of cluelessness of late on how to eradicate this menace.

Granted, the whole world is struggling – even ‘first-world’ countries – to contain the pandemic. No easy feat indeed, especially with such a ferocious and now mutated virus in a highly social and often incorrigible human populace.

Just like that, we are at year’s end while being at wit’s end for not being able to revert to any sort of normalcy. Talk of pre-Covid times have become reminiscent of an alternate by-gone universe; where handshakes, dining-in, concerts and vacations are the stuff of legends.

Welcoming 2020
Me being ignorant AF!

So, it will still be masks-up and sanitisers-in-pocket well into 2021 from the looks of things, pending of course vaccine efficacy.

Yet even in these unreal times, humanity and humour is not lost. When Twitter asked people to ‘Roast 2020’, there were some very apt responses from major brands.

And for me, a fulltime freelance copywriter along with countless other freelance service providers, gig workers and home-based entrepreneurs – it does seem like an uncertain future.

But we will go into 2021 being cautiously optimistic. If history is any indicator, this war will be won – and we can possibly party into 2022 in style, I’ll still probably chill at home of course.

Yes, a lot can happen between now and then. Who knows? Maybe aliens will land and eradicate every last bit of the virus, and us included.

Till then, let’s just keep doing what we do best – Zoom meetings.

Social Media Marketing Essentials

So everyone’s trying to get on the social media marketing action.

It’s only natural; times are rough and incomes need to be supplemented – for a lot of us it’s about making ends meet.

Truth be told, even I have been dabbling with social media marketing quite extensively for the past few months. Like helping clients strengthen their social media presence to assisting friends to build pages for their home-bases businesses.

One thing I have learned is that this social media rabbit hole is so deep that even the Mariana trench doesn’t stand a chance.

The other thing I’ve learned is that there is only so much reading and researching you can do. You got to get started, tweak and find your voice as you go along.

Otherwise you will be stuck in the rabbit hole with a severe case of analysis paralysis. Done is surely better than perfect when it comes to the social media game.

To ease the pain and get you going, here are 5 essential must-haves to start your social media selling foray on a budget:

  1. Make a Good Logo

Social Logo

A no-brainer perhaps, but I have seen far too many social profiles with scratched-up, Powerpoint-like logos. Branding intricacies aside, a good logo gives your brand (or voice) an identity and acts as a point of differentiation. And make sure your logo is optimised for social media use, meaning having it in hi-res JPEGs and most importantly transparent PNGs for easier overlays onto visuals.

TIP: Use platforms such as fiverr.com or freelancer.com to get your logo done. A lot of upstart graphic designers in these platforms can get your logo done on the cheap and fully optimised. Remember to always ask for the source file, so you can make changes in future.

  1. Have a Daily Theme

Daily Theme

The most common frustration among social media marketing professionals is having to consistently generate content to post. As an admin for 7 social media pages, I often have my pening moments too. One way to ease this process is to have a theme for each day of the week you intend to post. This helps because it focuses your thoughts on developing content based on themes, rather than thinking in general, which can lead to wandering and analysis paralysis.

TIP: List 20 themes you would like to focus on. Let’s say you intend to post 5 days a week, pick 5 themes for each day. And if you run out of content ideas for a particular theme, you still have 15 more themes to fall back on.

  1. Build Your Asset

Social Assets

While some people can get away with posting engaging content on-the-fly, it doesn’t really work that way for the rest of us. Don’t think you will post when an idea pops-up – surely this is a formula for failure. Work on creating your visual assets – be it video or images – so you have a stream of content ready, avoiding last-minute shoots or scrambling for free stock images.

TIP: If you are selling a physical product, photograph your products in every imaginable angle and setting. For service-related sellers, explore platforms such as upsplash.com for a decent selection images that you can use for free, without copyright issues.

  1. Use a Design Tool

Social Design

Between all the sizes, formats, resolutions, watermarks, layouts and optimisation are pains-in-the-ass. And using a designer for every visual you create is going to leave you with a funds-related heartache. Fortunately, there are countless online tools that you can use for free that makes design work pretty darn simple for the average design-handicapped person.

TIP: Check imageonline.com for super easy editing of your images with great functionality for beginners. For even more pro-looking visuals, you can start with a free account at Canva, Crello or Adobe Spark. Paid accounts can be expensive, but lookout for lifetime deals and you could snag a bargain.

  1. Set Aside Some Ad Budget

Ad Budget

Only up to 3% of your page followers will see any of your posts organically. Means if you don’t sometimes promote or boost your posts – especially those that show potential with good organic engagement – that’s a lot of effort wasted. It has become a necessary evil to boost posts – enabling better reach, more exposure and higher engagement.

TIP: Pick a post that shows the best organic engagement and boost it. Start small, Facebook ads start from USD5 (roughly RM25) that can get your post seen by approximately 1,000 new sets of eyes, depending on your targeting. Make sure anything you boost has a clear call-to-action, so people are compelled to click-through.

This post could have been much longer if I went into every nitty-gritty detail of each of the must-haves. But I didn’t, because the key here is to start and fine-tune as you get into it.

I know, it’s a jungle out there and there are new social media marketing trends, shortcuts, cheat-sheets, all-knowing guides popping up almost everyday.

But these fundamentals but will set you on the right direction. Then add your own common sense, ingenuity and authenticity to make social selling second nature.

Trump the Bad Product

What if I told you that Donald Trump – or at least his campaign managers – are advertising geniuses?

Well, these facts might get you thinking:

  • Garnered over 70 million votes, the most votes ever in the history of presidential elections for a candidate that lost – that’s still a huge chunk of the market share
  • Appeals to his fanbase with constant, mostly consistent messaging – on-brand, all the time
  • Fervent supporters that will subscribe to virtually anything he says – that’s religion-like brand affinity
  • Managed to build lasting top-of-mind awareness, be it from supporters or detractors – a win in terms of marketing-street-cred
  • Seems to be omnipresent in the media, albeit for the wrong reasons, depending on who you talk to – all publicity is good publicity

Now, with all these ‘achievements’ to date – he still lost.

Yeah you can say that Biden was better, and the Americans wanted change bla bla bla… but there is a more insightful reason why Trump got trumped.

And it comes in the form of an old quote by advertising legend Bill Bernbach:

Bad Product Trumped

You see, Trump was flawed right from the start. Curiosity got the better of most Americans during his first run, perhaps they wanted to see what would happen if a non-political candidate was elected.

And elected he was, which gifted American late-night talk show hosts abundance of material. They really have their work cut out for them now onward though.

Anyway, Trump’s presidency was wrought with missteps, misquotes, misdeeds, mistakes, and even a certain miss stormy. Yeah, sue me!  

And with more misses than hits, he had to run for re-election amidst a ravaging pandemic. His no-holds-barred campaigns inundated the media, and his rallies were as Trump-ian as ever.

While the campaign efforts hit home with his eager base; it also laid bare all his shortcomings, failures and incompetence for the rest of the population. Ultimately accelerating his downfall.

So here’s the takeaway:

Although promoting a bad product can get you initial results; disregarding ethics, competence and good service will eat into your market share and gift it to the competition.

Heck, even Coke, McDonald’s and Microsoft – some of the world’s biggest and instantly recognisable brands – tried to aggressively market bad products and failed miserably.

The key here is to make sure your product or service can live up to expectations – and even better if you manage to exceed them.

A very fundamental marketing premise – but goes to show that even election campaign managers and household brands sometime tend to ignore the basics.

But if you still insist on taking a bad or flawed product to market – I know someone who will be out of a job soon. You guys can meet over a Trump Steak lunch.

The ‘Winging It’ Generation of Marketing Freelancers

KUALA LUMPUR: More and more businesses are coming to the realisation that a new breed of freelance ‘marketing professionals’ are just winging it when it comes to ideating, developing and executing marketing plans.

“It’s tiring and counterproductive. We try to give upstarts, freelancers and lesser-know agencies a chance. And they end up delivering utter nonsense,” said Alzan, a disgruntled SME business owner, while repositioning his mask after a nose-scratch.

A quick research online revealed hundreds, if not thousands of agencies and freelancers offering all kinds of marketing services; including social media management, strategic work, SEO, web design and content development, among others.

Social media platforms seem to be inundated with these so-called professionals’ sponsored posts and ads. Just one search for the term ‘marketing consultant’ in Facebook resulted in a constant stream of targeted ads. Our newsfeed is virtually infected, like a bad case of chlamydia that will not go away.

“It’s sickening! A few months ago, I hired a marketing consultant and paid the asking deposit. A couple of weeks later we have a meeting expecting a well-thought-through plan. But he just showed up for the free coffee,” lamented Gina, a former brand manager.

“I threw the coffee in his face. And now he is nowhere to be found, the deposit included”. Gina has since quit her job due to the stress and is now the spokesperson for Flying Coffee, giving talks on the art of throwing coffee.

Such occurrences have diminished the confidence of businesses towards marketing professional for hire, especially those that promote themselves in social media.

Most businesses have become wary about click-bait type ads that claim to do marketing wonders and guarantee uptick in sales.

These ads promise so much, but often only deliver a fraction and even that not within a reasonable timeframe. The expectation and reality are so far apart that they must be learning from our politicians.

“Anyone with a MacBook Air and free Wifi can claim to be a marketer these days”, quipped James while sipping on his coffee, presumably thrown to him by Gina. Nice catch, James!

Fake Marketing Stat

Back in the day, there was a prerequisite that someone work their way up in an ad agency before going out on their own. But now, it’s just one Udemy course for less than RM100, and you can become a digital marketing consultant”.

Continuing his rant, James added, “Agency-experience is an important asset for a marketing service provider to possess. This is where adherence to fundamentals, quality and timelines are honed. Enthusiasm and willingness, while laudable, will not bring you far”.

James who has been a freelance marketing consultant for over a decade is also frustrated that a handful of self-proclaimed marketing experts out there spoiling the market.

“A lot of us freelancers and consultants out there do good work, under the radar to very appreciative clients. But because of the mushrooming of inept marketing professionals hawking their services aggressively, those of us who are legit get a bad rep as well”.

James advised clients to not be fooled by the ‘Winging It’ generation. “Please do your homework before hiring. Check their credentials and ask the right questions”.

“You wouldn’t go to a mechanic that learned the trade doing online courses, would you?”.

All names in this fake editorial have been changed to protect frayed identities. And no one has chlamydia in case you’re wondering.

Marketing Housekeeping During CMCO – 5 Tips for SMEs

So here we are again.

Another lockdown, albeit less restrictive, yet still is a cause for concern for the majority of businesses in the Klang Valley.

The economy is being pummelled with the 3rd wave and quite frankly the numbers are scary. The only positive is that the hotspots are isolated, but only time will tell if they are under control.

It’s strange that less than a year ago we were nonchalantly shaking hands, socialising in packed restaurants and jetting-off on our well-deserved vacations. And now we just sit around wondering if this sore throat was from too much iced water, or something more sinister.

But we shouldn’t wallow in despair. Even in a CMCO, which invariably results in some downtime for most business, it’s important to have a routine – no matter how pointless it seems.

Marketing Housekeeping

If it’s not business-as-usual, perhaps we can take the opportunity to do some marketing housekeeping, especially for cash-strapped SMEs that need to make full use of their resources.

There are countless initiatives that can be undertaken from a marketing perspective to clear the cobwebs, re-direct and refresh. And here are the top 5:

Optimise Your Website
A lot of businesses just build website, launch it, and then forget about it. But serious businesses in the digital age are constantly tweaking and improving, because they know web optimisation is neither an overnight nor finite process. Start a blog, work on backlinks or at least refresh some of the content, lot’s can be done.

Create a Social Content Backlog
In the era of too much content, we often struggle to develop engaging content for our own social media channels amidst chaos of daily demands. Use the downtime to create a stream of relevant content – customer pain points and specific needs are thought starters. And you don’t need to use them right away, it’s a content backlog for future use when things recover

Sync Your Sales & Marketing Teams
If you have a Sales and a Marketing team, then there’s always room to get them working together towards a common goal. The efforts of these two teams need to be aligned; leading to a peaceful, results-oriented coexistence. I have written at length about this in a previous post that you can read here.

Revamp All Business-critical Comms
How often have you received an e-mail – especially in B2B engagements – that felt like it was written by an 8-year old? Audit all your typical outward communications to customers, suppliers and associates and make sure they are all well-written and free of typos. This is important to exude credibility and gain confidence; there are no two ways about it.

Explore an Alternate Customer-base
If your regular leads channel or customer stream seem to have reduced to a trickle, don’t sit around waiting for miracles. No enquiries or orders on your website? Go into social media group and engage in discussions. Walk-ins all but non-existent? Do deliveries, allow to order and pick-up or reactivate dormant customers. Move on, or risk being moved over.

The list above is basic but can get you started right away with little or no outside help. Often it takes just a bit of cleaning-up to help your business de-clutter, envision with clarity and uncover untapped markets.

For now, let’s hope there will not be an extension of this darned CMCO. Happy marketing housekeeping!

 

Why So Emo, Copywriter?

You know, as a copywriter I have always felt that my profession very much resembles our day-to-day, emotion-filled lives.

I mean, the copywriting art of creating intent and thereafter convincing is certainly a skill that is needed in everyday life.

This starts very early in our lives, and right up to our senior years. Some examples:

Asking our parents to let us stay up a little longer
Convincing our siblings that there’s a monster under the bed
Influencing the teacher that it’s the other kid’s fault
Telling your friend that it’s cool to smoke this
Sweet-talk a girl/guy to go out with you
Get an employer to hire you
Persuade the bank that you’re good for it
Warning your kids not to stay up a little longer
Making your kids to get to the bed before the monster does

And these are just broadstrokes. There are countless little acts of convincing that needs to happen every single days of our lives – be it with ourselves or others – to have some semblance of being a functioning human being.

Just like convincing people to purchase, we don’t always get our way. There are failures and rejections to contend with – and most of the time it depends on the emotional connection with other person.

Emotions matter, because we want the recipient to be in a trusting, comfortable and accepting mood if we were to have any success.

Emotional Copywriter
Make the right emotional connection, or it’s eggs on your face!

Think about the last time you willingly agreed to do something.

Let’s say for instance you were asked to dine in a place that you know is average, yet overpriced. But you still agreed.

Did you feel compelled to say yes because you’re such a nice person? Or was it because you were emotionally invested to the person making the request?

Like if my wife asked me to do something I don’t really want to do (don’t get any funny ideas), I’d still probably do it – that’s being emotionally invested, and also so I can earn extra brownie points.

Apparently, being emotionally invested makes you less critical and objectively observant. Love is the greatest emotional investment – think about all the things you did for family, good friends and loved ones… it probably didn’t take too much convincing.

Buying gifts for your nearest and dearest is an emotion-filled task as well, where budget or inconvenience are not prime concerns.

But what if there is no emotional connection, as with life’s other activities? As a copywriter, convincing strangers to purchase a product or service is often devoid of any emotion.

Perhaps chemistry has the answer.

You see, there are a few chemicals we can try to trigger – in our intended targets’ brains – that can alter their emotional state to be more, well, ‘receptive’.

Be it from a copywriter or a salesperson, inducing these chemicals can be the difference between ignoring the message or taking action.

  1. Dopamine
    Improves focus, motivation and memory with an all-round, feel-good factor. Induced by building suspense and leaving things to the imagination with a cliff-hanger. Think teaser ad campaigns and movie trailers as real-world examples. Good e-Mail marketers also use this strategy – where a potent, well-crafted prose leads to a video or landing page. 
  1. Oxytocin
    Builds trust, nurtures generosity and improved bonding. Induced by weaving empathy into the storyline. Those UNICEF, WWF or SPCA campaigns usually take this route, to get you feeling all warm and fuzzy, making you more willing to donate. 
  1. Endorphin
    Makes people laugh and automatically puts them in a good, open and comfortable mood. Think ice-breakers in client presentations or a funny quote to start an e-Mail copy. This funny business is a bit mischievous though, use sparingly or you will end up looking not-so-credible. Great for memes, but not always for marketing communications.

So the next time you encounter a marketing content that spoke to your soul – be it a sponsored post, blog article or video – it’s probably one of the chemicals above at work.

And possibly thanks to a copywriter going all emo to make that soul-warming connection.

The key ideas for this post was based on a TedTalk by David JP Phillips on the science of storytelling. Pretty interesting if you’re into that kind of stuff.

Marketing Automation Fail

Have you guys encountered the talking parking fee machine?

You know, the one that keeps repeating the obvious to oblivion.

“Please insert your parking card”

“Please pay your fee by cash or coin”

“Press the receipt button if you require a receipt”

“I have been programmed to say this until a pandemic wipes out all of humanity, which is currently in progress”

“Please insert…”

Yeah that damn parking machine! Now you remember. I do have two baseball bats, I’m game… let me know when.

So that’s automation in its extremely basic form. Automated to guide or in most cases annoy the crap out of you.

And for a very long time that machine was at the top of my personal automation fail list. Why I have such a list is none of your concern.

And then one fine day this happened.

Lazada 1 Sen Coupon
So thrilled to receive a value that’s not even in circulation anymore. Rare indeed!

Lazada has become a behemoth in online retail these days, and I have been an occasional customer for many years. As with all customer-conscious, competition-wary online marketplaces, Lazada decides to reward me for loyalty with a wallet-busting sum of 1 Sen.

Talk about making it rain!

Now I’ll be fair, the intention was laudable. In fact, I’ve received better valued coupons from Lazada before. Like 2, 3 or 5 Ringgits that didn’t make me feel like a complete broke-ass loser.

And that’s what you want a loyal customer to feel, like they’re getting extra value once in a while.

But this was just bordering on insulting, as unintentional it was, is still was insulting. They might as well just click-bait me and tell me I have RM1 million in credit waiting, and then make me enter a contest that I will never win.

Which I think they have done, oh never mind.

So my take is that this is not an intention fail, but an automation fail. While the talking parking fee machine is mainly just annoying, this automated 1 Sen coupon is marketing automation gone awry.

You see, this coupon was issued probably because I hadn’t bought anything for a few months. And so, an algorithm calculated my previous spends and decided that MYR0.01 was the best amount to convince me to return and go cart crazy.

All fair and good. The only part that they completely missed is setting some rules for the algorithm, just a bit of filtering that doesn’t allow anything less than 1 ringgit to be issued as coupons for example.

Educate Your Automation

While we surely can’t expect someone to review all coupons issued, there surely must be some checks and balances built-in to educate the automation and avoid making a mockery of customers. Because we all know how important it is to maintain customer loyalty, I mean just look at these stats by AnnexCloud, a prominent customer marketing platform:

  • The chances of converting a new customer are just 15-20% compared to 60-70% with existing customers
  • Acquiring a new customer can cost up to 16 times more than retaining existing customers
  • Up to 80% of future profits will potentially come from just 20% of existing customers
  • 46% of customers will potentially increase business with a company for offering loyalty rewards – anything more than 1 sen will be encouraged
  • Existing customers can contribute up to 65% of a company business, whereas only 35% comes from new customers

As a copywriter who has been involved in direct marketing and loyalty programmes from the time of print ad coupons and SMS vouchers, let me tell you this:

Reward appropriately and often to build a loyal, consistent customer base.

So Lazada got it right, until they didn’t. And often, all it takes is one misstep to undo years of trust and relationship building.

Maybe I should send Lazada a physical 1 Sen coin as a token of my appreciation for bestowing a content idea for this blog.

They can use it for the talking parking fee machine I suppose. And it wouldn’t even be accepted. Tough luck!

The Sales and Marketing Misalignment – 5 Trouble Signs to Lookout For

Inter-departmental clash of characters in any industry is unfortunately the norm.

In my days in the ad business, we creatives were constantly at odds with account executives. Glorified dispatch riders we used to call them, and some really lived up to the term.

Next up in the list of creatives’ enemies were coders and programmers. They could never understand why proper paragraph spacing was such a big deal. Needless to say, it drove us copywriters (and designers) to the verge of insanity.

Good times!

But these were mainly harmless feuds and competitive banter. Besides, there was a far more vicious common enemy – the client. Ok I’ll stop now.

Sales & Marketing Stat

In a typical company, the lack of synergy between Sales and Marketing departments, however, can have detrimental effects on the bottom line of a business. Misaligned direction and lack of transparent communication between the two teams can result in a nasty work environment and disjointed customer experience.

Until very recently, I was managing a sales team. Don’t ask me how or why. But in doing so – especially with more of a marketing background – I realised that the marketing and sales sync is imperative now more than ever.

A shared vision working towards common goals, along with clear understanding of each departments’ pain points results in peaceful, results-oriented coexistence that can lead to improved bottom lines and customer satisfaction.

If you suspect that your marketing and sales department are not in sync, look out for these 5 trouble signs, along with quick tips to get them back on track.

 

1. They Don’t Hang Out Together

Hey, we all need to de-stress after work. Gathering a bunch of colleagues and heading out for a bit of R&R is a great team-bonding activity that can result in improved empathy, teamwork and patience. But if your sales team does not socially mingle with your marketing team and vice versa, it is a clear sign of an invisible barrier of egos, discontent and misunderstandings.

Team Bonding

TIP: Organise a monthly social gathering that includes all team members across all departments, especially sales and marketing. Make sure it’s out-of-office and with minimal management intervention so they can be themselves and open opportunities for discourse.

 

2. Marketing Work Lacks Insights

Ask marketing and they say not briefed properly. Ask sales and they say it’s not their job. In the end, it’s the business that suffers as marketing communications that lack insight is not optimised to convince and convert.

No Insight

TIP: Include marketing team members in sales meetings – albeit just as observers. Understanding the customer journey – from a prospect to repeat purchaser – along with their pain points will help with crafting more relevant, timely communication.  

 

3. Dismal New Leads Generation

The lifeline of any business is not the products, resources or even sales. You can have all the sales pouring-in now, but what about in the medium to long term? Properly aligned sales and marketing teams work together to create a lead generation, optimisation and conversion system so that every opportunity is given due attention. It’s the recipe for a successful, sustainable business.

Lean Gen

TIP: Make it rewarding – set a desired lead conversion ratio, say 20 customers converted from every 100 new leads. Reward both the sales and marketing teams if achieved. A simple trick to get the team working together towards a common goal.

 

4. Recurring Misunderstandings

Salespersons are relationship builders who like to be in the thick of things. Whereas marketing team members are generally methodological, focused and outcome-driven. Naturally, the differences in mindset and personalities can trigger the occasional clash of characters. But if there is more clashing than problem-solving, then it’s possible there’s a deeper root cause.

Misunderstanding

TIP: Usually there is only one or two persons causing the friction, which unfortunately affects everyone. Identify the ‘troublemakers’ and do an intervention to establish a transparent, respectful culture with open communication.

 

5. Group Meetings are One-sided

Well-synced sales and marketing divisions often contribute, comment, and even disagree equally in meetings, all for the greater good. But if only one side is doing all the talking and the other side look like they rather be elsewhere then this could be a sign of animosity and divisiveness.

Group Meeting

TIP: Let the quiet lead the way – let the quieter of the two sides run the meeting once in a while as an avenue to be heard and add value. This also provides the alpha side a different perspective to things and may lead to increased collaboration and inter-departmental teamwork.

 

According to stats from the Precision Marketing Group, companies with good sales and marketing synergy can expect up to 208% more ROI from marketing efforts. Pretty eye-opening.

Especially now, with the global economy ravaged, ensuring your sales and marketing teams are aligning their efforts could be the best way to get more from existing resources. Every little effort counts, especially when both sales and marketing skills are needed at every stage of the customer journey.

With bottom lines at stake – it’s truly time to sync-up and quite possibly sink the competition. Good luck!