One of the best assets for your long term business, is getting a person’s email id. Once you have that you can keep educating them, to someday come to test your products or services.
However as time has passed, people have become more and more reluctant to give away their email. So while sending emails is cheap, the costly part is that people have become “blind” to emails being thrown at them. In that manner, email marketing has become more expensive because it’s lost its ability to immediately get you attention.
Which means people have become resistant to the idea of giving away their emails. So until you have isolated your audience very clearly – the single target market – and created something which that specific audience desires, you won’t get people wanting it. And if people don’t want it, they won’t give their email ids.
So understanding the conversation which could go on in the mind of your prospect, due to which she may want to look at what you are talking about, becomes critical. And you can only get this by testing. While I have written so many blog posts on this topic, at the end of the day, until I test and see a response, I am not sure if what I have built will generate leads ( or get email ids) Sometimes what I think the customer may be looking at bombs completely. This is primarily because marketing is 50% psychology and you cannot always get the psychology of your audience right the first time.
Once something starts generating results, then you can go out and and invest your complete budget into the campaign, to get the emails, but till then, test with limited exposure and figure out what works and what doesn’t.
Till next time then….keep testing.
I had written in September about my trip to Jaipur and how the staff at the Radisson hotel over there were so persistence that I comment on TripAdvisor if I found their service good. Not only did they delight my family and me with their service, they also ensured that I recognised their work, so that more people would come to stay in their hotel.
Today I just came back after a two night stay at another leading American Five Star Chain hotel in Gurugram. There’s a reason I am not naming the hotel here. The whole staff was very pleasant and the restaurant staff was extremely helpful and we had an excellent stay. However no one persisted with pushing me to rate them on Trip Advisor. So even though they gave me excellent service, I will not talk about them.
Most human beings are inherently lazy and will not go out of their way to do something, leave alone leave a comment on TripAdvisor. But if you are in the hotel industry and if you have raving fans, then your rooms will always be full. Its an uphill task to always keep delighting your customers, but terrific companies do it.
This is all marketing and I notice when people do something exceptionally well to delight their customer. In most hotels in India, the service levels are very high and we expect even average hotel to deliver high levels of service. In most western countries the service levels in the hotels are just about average, so I don’t actually expect high quality service. But when you come across exceptional service in any part of the world, you want to laud it.
Delivering exceptional service consistently requires a lot of work, but being persistent, that the service also gets applauded is a marketing task and I think the Radisson in Jaipur and especially a few of their staff with whom we dealt with did achieve that.
When you give exceptional service, get the customer to give you a testimonial in some form. A good testimonial is a thousand times more powerful than whatever you talk about yourself.
Till next time then….keep delighting your customers and be persistent in taking testimonials.
Today I happened to visit the Sultanpur bird sanctuary near Gurgaon. Its a place where a lot of migratory birds, from far-off countries like Russia, Uzbekistan, come during the winter months (Nov-Mar).
Since now its become very hot, most of those birds, return back to their native lands by this time. So we didn’t get to see most of those. However I saw two small spotted Owls and highlighted the same to my family. I am fascinated with Owls. So I immediately noticed them flying.
Our guide however corrected me saying they are owlets. As per my understanding owlets are baby Owls.But our guide was insistent that they were owlets and not owls. But because of my perception that they were owls, my brain didn’t agree till I came back and checked out that while owlets are baby Owls, even those species of owls that are small in size are called owlets.
So what does this have to do with a blog which focus on marketing, human performance and personal finance. In marketing perception is reality. If I think what I am seeing is an owl, even if someone tells me that its an owlet, I don’t believe them. Same way if a customer has formed a perception about something in your product or service, then whatever you say, will not change her perception.
If some other figure of authority says, then, may be they will agree to change, but not otherwise. So you have to be very careful with the kind of perception you are creating with your messaging or your competition is creating on your product, because once made, its very difficult to change.
Till next time then.
As a business leader, there are a lot of times when you have to take a decision on pricing which results in losing a deal.
I have had to take many such decisions and the sales persons involved in the deal get really upset since they misses their target because of that decision.
See, its very easy to discount to win a deal, but if after winning the deal you’re not able to execute because it’s way out of budget then you get a terrible name. In B2B, if you fail to deliver or deliver badly, then you can be sure that you will not get business from that company again and if the manager involved in the decision , goes to some other company, she will ensure that you do not get business from there also.
I have had a couple of instances where we lost the order, then the vendor who was awarded, did not deliver and after one year of struggling, the customer called us back and gave the order without any negotiation.
And since we did a good job there, they gave us multiple more cases.
The advantage of B2B is that once you do a good job, then generally, the managers want to keep working with you. The inertia and the political situation in the organizations mean that a manager doesn’t want to try a new vendor if she can.
So even if you have to lose a deal, its okay because you will get many opportunities to win. But if you do a bad job, because you don’t have the money in the deal, then you will lose the client forever.
Till next time then.