New Year's Recap: 19 Direct Marketing, Call-Center and Social Media Tips of 2009, Part 1
After a careful review of all my columns this year, I've come up with a list of 19 top tips for you. Implement these strategies into your planning to help prepare your business for a prosperous 2010. Happy new year!
(Part 1 contains tips one through seven, dealing with hot-button topics such as social media, lead generation and Twitter. Then check back next week for tips eight through 19, focusing on direct mail marketing and analysis, call centers, and e-commerce websites.)
Social Media
1. With social media strongly in play — whether you like it or not — marketers don’t get to choose what's said about their brands. Control of your brand image has been passed, torch-style, from the marketing department to your customers.
2. Are you afraid of negative publicity? If so, why? Don't you want to find out what your customers are talking about? Or what you can do to fix or improve your company? If you bury your head in the sand, the ruthless truth is your customers will bury you. Like the proverbial Chinese alphabet character for “danger” having the same meaning as “opportunity,” now is your chance to become truly customer-centric — to finally understand by listening to the internet chatter about your company.
3. I understand times are tough right now for many, but merchants need to start operating on the following premise: If you listen, they will come. Your customers are the ones who should drive your business. Social media means you have to work harder at serving your customers, but the rewards are greater customer loyalty and lifetime value.
Using Twitter
4. Tweet news and information about your company and products. New products, company news, press releases, corporate milestones, testimonials and “meet-the-employee” articles are great examples of things to tweet. Anything you think will get people both familiar and, more importantly, emotionally involved with your brand is worth your while.
5. Ask questions. Twitter, like any social network, is all about conversation. Have someone who can spend time working with your followers to answer their questions. Engage your followers to provide information about how to make your company even better. If harnessed correctly, Twitter can be an exceptional customer service tool as well.
Lead Generation
6. Catalogs.com offers in-depth descriptions of the catalogs it promotes, along with links to the catalogers’ websites, allowing for further research on a particular product, price, etc. This helps you gauge whether a catalog’s list may be a good fit for your business. Getting your catalog listed on this site will help you add new customers within your allowable cost per acquisition.
7. Catalog requests — say it loud; say it proud. Believe it or not, people still love to shop via catalog. Some people, myself included, still prefer the tactile feel of leafing through a catalog. And here's a bonus for you: Multichannel buyers spend more money per channel.
The more channels consumers spend time in, the more engaged they are from an emotional perspective in your products and business. This yields buyers who in most cases will spend more per order and over their lifetimes. That said, why is your catalog request link not more prominently displayed? Make it big, and make it stand out so it’s easy to find.
Jim Gilbert is president of Gilbert Direct Marketing Inc., a full-service catalog, direct marketing and social media agency. His LinkedIn profile can be viewed at www.linkedin.com/in/jimwgilbert. You can email him at jimdirect@aol.com, follow him on Twitter at www.twitter.com/gilbertdirect or read his blog at gilbertdirectmarketing.wordpress.com/.
- Companies:
- Catalogs.com
- Gilbert Direct Marketing
- People:
- Jim Gilbert
Jim Gilbert has had a storied career in direct and digital marketing resulting in a burning desire to tell stories that educate, inform, and inspire marketers to new heights of success.
After years of marketing consulting, Jim decided it was time to “put his money where his mouth was" and build his own e-commerce company, Premo Natural Products, with its flagship product, Premo Guard Bed Bug & Mite Sprays. Premo in its second year is poised to eclipse 100 percent growth.
Jim has been writing for Target Marketing Group since 2006, first on the pages of Catalog Success Magazine, then as the first blogger for its online division. Jim continues to write for Total Retail.
Along the way, Jim has led the Florida Direct Marketing Association as their Marketing Chair and then three-term President, been an Adjunct Professor of Direct and Digital marketing for Miami International University, and created a lecture series, “The 9 Immutable Laws of Social Media Marketing,” which he has presented across the country at conferences and universities.