Content Marketing Today

When Their Own Commercial Shows How Hard It Is to Get Urgent Answers, You Know They Have a Problem

Imagine a scenario where catastrophe looms unless an immediate solution can be found.  That’s the situation here where an aquarium worker accidentally creates a crack in the wall which quickly expands to disastrous proportions. 

Can the Yellow Pages save the day?

No. Their ever shrinking content reduces them from ‘must read’ to ‘why bother?’

For centuries, print magazines and newspapers had a publishing information monopoly.

Even when the consumer universe began to rely more on radio and TV, the business to business media was the only route to the industrial buyer. This was true for both public relations and advertising campaigns. If you wanted to get to the folks who bought business products and services, you had to use print media to reach them.

This virtual monopoly persisted unchallenged until the late 1990s when the internet intervened in a very big way. Unfortunately, most business-to-business publishers first ignored and then mishandled the online opportunity.  Too many of them thought like the railroad companies who mistakenly defined themselves as the railroads rather than as transportation providers.  In the same way, print publishing companies, run by smart people who knew how to build powerful print properties, failed to think of themselves as being in the information business. The print mentality was tattooed on their psyche

But, while they hung back, the buying behavior of their print readers changed dramatically. Their customers were moving to the Internet in search of solutions. This change in behavior will not reverse itself no matter what the print attempt.

Eventually, even those media companies late to the game figured out that a strong Internet presence was vital to their survival. And, for while, there was still plenty of print advertising revenue to support the critical mass of print content that made business publications relevant to their readers. For a brief shining moment, they could have the best of both worlds--print and online.  In the spring of 2009 that is no longer true.

Of course you need a website.  But, you need a lot more to succeed.

Your website is a primary location for product and service information for which your customers are searching.  Moreover, it should follow the content marketing mandate of customer centricity.  That is, your website must reflect an understanding of what's most important to your customers in the way that you present content about who you are, what you sell, and why your visitors should care. 

But, that’s still just the essential foundation. An effective website is necessary but not sufficient as an online marketing strategy.  Patsi Krakoff makes this very clear in her insightful post, Why Your Website Is Not Enough (...and never will be, sorry)

It’s much more powerful than those young whippersnappers--Twitter and Facebook

We often talk about the need to develop a content marketing mindset. This requires companies to think like publishers.  And that sounds an awful lot like social media as Wikipedia defines it:

Social media is information content created by people using highly accessible and scalable publishing technologies. At its most basic sense, social media is a shift in how people discover, read and share news, information and content. It's a fusion of sociology and technology, transforming monologue (one to many) into dialog (many to many) and is the democratization of information, transforming people from content readers into publishers.

Your blog is your secret social media weapon

Thanks to free or inexpensive blogging tools, any individual can be on the same technological footing as the New York Times or Business Week.  That may seem relatively obvious to many of you.  What I think is less obvious is that your blog is every bit as much a social media tool as Twitter, Facebook or MySpace.  In fact, I believe that a blog is the most important social media weapon in your arsenal.

Jump Start Your Online Public Relations for Free

They call it public relations for a reason.  Although PR methodology has focused primarily on getting the traditional media to write about your company or your client’s company, the goal has always been to influence ‘the public', that is those members of the population that you want to impact positively.

Thanks to the infinite reach of the Internet, you have the capability to extend that influence dramatically.  But, you need to change your approach and your toolkit as part of a 21st century PR strategy.

If your primary public relations strategy still amounts to sending press releases to a finite number of media contacts, you fail to take advantage of the Internet.  You are not reaching the new influencers, to use Paul Gillen’s term.

You need to do do more than reach those influencers. You need to take advantage of the emerging power of social media by creating a new kind of release to reach a much broader audience.  We have written previously about Shift Communications’ template that offers a useful template on which to create your news content: Social Media Release Template Makes It Easier to Get Social.

Now, another powerful tool has emerged: PitchEngine, which lets you create and share social media releases for free.

Phillywordsmith, Emily Sheetz, puts Google Docs to work with a simple, but engaging online slide show for her small business.

There’s plenty that I love about the web. Discovering new people from whom I can learn is one of the most rewarding.

Recently, I lucked onto the PhillyWordsmith blog and wrote about her powerful conceptual construct for drilling down to your brand’s core promise: And Then What? The Question to Ask, Ask, and Ask Again to Get to Your Product’s Soul

Now, I found something else that’s pretty cool on her site. Emily shares representative samples of her creative stuff with a simple slide show built with the basic Google Docs application.  She doesn’t even bother with the Google presentation application.  The link sits right up top on her blog so you don’t have to hunt for it.  Here's why it's so effective for a microbusiness like Emily’s.

Their first effort tried to play the cute, sympathy card with an actual card. Now they imply its my fault that I bailed on them and trash the company they wrongly assume got my business. 

I wrote recently that Embarq could have saved a lot of marketing moola by providing great customer service in the first place: The Huge Marketing Reality That EMBARQ Forgot. I, along with a likely heard of horses had already left the Embarq barn so it was too late to whistle us back.  But, did they give up? No, now they are starting to sound irritatingly desperate.

If you don't get good answers, keep looking.

If you are a big corporation, you may have plenty of in-house talent or can afford to spend a lot of money to outsource the rebuilding of your website.  Even if you are a small organization with a limited budget,  there are lengthy of technically and graphically talented folks who would love to work with you. Even so, you may not get what you need: A website chock-full of relevant and compelling content.

Before you choose the organization based on their technical competence or creative genius, be sure to ask of these five questions because, in the end, it's all about your content:

Think of yourself as the ultimate knowledge resource like those concierges serving fine hotels such as the Ritz-Carlton or the Four Seasons—But Available 24/7.

When you find yourself in a new town but are blessed to be staying in a hotel with a knowledgeable and caring concierge, you've got it made.  Any reasonable request you make for help--and perhaps even some not so reasonable or a bit off the wall requests --will be greeted with prompt and enthusiastic action by the concierge.  The very best of the breed combine encyclopedic knowledge, extensive connections, and an innate desire to look after their customers.

Those hotels whose concierges solve their guests’ problems successfully time after time will be rewarded not only with return stays but with unbeatable word-of-mouth as stories are told about the unbelievable lengths to which the concierge went to solve a problem.

When your customers come to your website, they are similarly looking to you to solve their problems.  If you can succeed at providing plenty of substantive information that addresses their biggest problems, you are beginning to play the role of content concierge in their lives.  You have an advantage over a typical hotel.  Your content is available 24 hours a day, seven days a week.  And, like a hotel, you can provide round-the-clock telephone or chat support that takes your problem-solving to the next level.

Just Like Toyota’s Famous 5 Whys, Here’s a Way to Drill Down to Pay Dirt

It's not enough just to ask questions.  We need to ask questions that will get us to the root of a problem or that will deliver an in-depth understanding of the soul of our product.  In a wonderful recent article by Philly Wordsmith, we are treated to a unique approach to understanding the essence of our customers’ concerns and of how our products should meet them.

It boils down to asking the same question, "And then what?," iteratively until we get to that fundamental understanding.