Two quick questions:
1. On a scale from 1-10, how ready are you to become LESS successful?
Not at all –> <– Completely
For posts and pages about where a business clearly went the DIY route with a promotion.
Not everyone thinks of it but knowing who would not make good customers is every bit as important as knowing who does make good customers.
Novice businesspeople and even beginning marketers would like to think that everyone’s a potential customer but that’s simply not true. In fact, although the end result is binary — people either buy from you or they don’t — there’s a whole continuum of how likely someone is to become a customer.
If you never spend time identifying who are not good prospects, you could waste a lot of time and money chasing down every conceivable lead, no matter how far-fetched.
By identifying several points along the continuum and creating a demographic profile for a hypothetical prospect at each point, you are better able to see where your time and resources should be spent.
Because it is a continuum, the attributes you list in the demographic profile are not necessarily opposites. For instance, just because your ideal customer is male doesn’t mean that all women are lousy prospects.
Some attributes don’t have an opposite. After all, what is the opposite of 40-45 years old?
So you can’t take shortcuts and simply say that your worst prospects are everything that your best prospects aren’t. It could very well be the case that a 43 year old male is a great prospect for your business but another 43 year old male is a terrible prospect.
In fact, even using the word “demographics” is doing a disservice to the process. A good customer profile goes much deeper than mere demographics.
A word that gets bandied about in certain circles is “psychographics”. This encompasses the interests, desires and other attributes that are missed by demographics. Your best prospects are interested in horses? That’s a psychographic. Prefer the beach over the mountains? Another psychographic.
If you augment your demographic profiles with psychographic data, and if you’re serious about the process, you can develop very detailed portraits of your customers and prospects.
Is this manipulative? Quite the contrary!
If you find out what deeply interests me and you just happen to offer something which satisfies that interest, I will be rather happy to hear from you. The flip side of that is, if what you offer does not interest me and you know that and don’t waste your time trying to sell me on it, you save a great deal of time, energy and money. All of those things can be better spent pursuing customers whose interests are more closely aligned with what you offer.
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Warning: Torture Chamber Unsuitable for Wheelchair Users
Knowing who does NOT make good customers is as important as knowing who does.
Although the end result is binary, there’s a whole continuum.
If you never spend time doing this, you could waste a lot of time and money.
Attributes in a demographic profile are not necessarily opposites.
What is the opposite of 40-45 years old?
A good customer profile goes much deeper than mere demographics.
Augment demographic profiles with this and you get very detailed portraits of your prospects.
Whether you already have a smartphone app for your business or not, you might consider “adopting” an existing app. LL Bean did this recently with the “Oh, Ranger! ParkFinder” app. This handy little app lists public parks and recreation areas within 100 miles of you (or any location you specify). It’s searchable and the list can be filtered.
But most relevant is that the app caters perfectly to the very same demographic as LL Bean’s customers. By adopting and co-sponsoring the app, both LL Bean and the app’s makers benefit. LL Bean benefits by being able to serve its customer’s interests better without incurring any cost for doing so. The makers of the ParkFinder app obviously benefit from exposure to LL Bean’s very large customer base.
So what existing apps can you partner with and just what might be involved in such a partnership? Let’s start with the easy part.
The terms of the partnership you establish with the maker of an existing app will almost certainly be negotiated on a case-by-case basis. Having said that, here are some things you might consider offering or asking for:
A partnership could involve some form of financial transaction but doesn’t need to so long as both parties receive value from the arrangement.
It’s much more difficult to generalize about finding apps to partner with. This is where personalized assistance would be beneficial. (Please contact us if you would like to have a professional marketer handle this for your business.)
So let’s just examine some hypothetical ideas to get a sense of what’s possible and what angles to take.
The connection between your business and the function or focus of the app you adopt needn’t be direct. The ParkFinder app has nothing to do with LL Bean’s business of selling clothing. There should just be some logical correlation in order for the partnership to benefit both parties.
Expanding on last week’s article, you can do a lot more with QR Tags than the typical bit of merely encoding a website URL. Let’s list some of the things that are technologically feasible. Along the way, I’ll also throw out a bunch of ideas for how small businesses can make good use of each feature.
There are many creative uses for QR Tags and new uses are being developed all the time. So don’t just send users to your website, wow them by putting the real power of QR Tags to use!
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Print a QR Tag near your address on printed brochures and other “take-away” literature.
Use GPS to guide customers to you from wherever they are.
It’s common to see companies ask “Like us on Facebook”. Go a step further and automate the process!
Make it super easy for FourSquare users to check in and let others know they’ve been by to see you.
Your installation instructions can be a small sticker attached to the product itself!
Want confirmation that your product was delivered? Try this!
Show that your company is truly green by going paperless even with your business cards!
When you travel, create QR luggage tags with all your info. Even your complete travel itinerary.
Turn your phone into a portable cash register.
Because QR Tag generators are free, you can try these ideas even for very inexpensive products.
My dentist is terrific at marketing. And I’m not entirely sure that he even fully realizes it. He’s a very smart guy and his marketing efforts are far from accidental, I’m just not sure that he has enough basis for comparison to realize how much better he is than the average schmo who hasn’t studied marketing.
Here are five things my dentist does that make him a marketing machine:
1. Testimonials
In his waiting room — which, incidentally, looks more like the lobby of a nice hotel than a typical doctor’s waiting room — he has a small digital picture frame on one of the oak tables. The frame changes images every five seconds or so. Every single image on the frame is a photo of an actual patient paired with a pull-quote from a testimonial that patient has given. He has dozens of these testimonials. Both the quotes and the photos are all top-notch.
2. Upsell
His staff is absolutely genius at the art of upselling. Dr. Rosen himself tends to stay above such things and is just the good old friendly doctor. He never sells a thing. But don’t be fooled into thinking he isn’t the puppet master pulling the strings on all his staff. They never go for the hard-sell. It’s always a “recommendation”. If you don’t buy, they leave it alone but their pitch is good enough that most patients buy.
3. Email
He uses an autoresponder to keep in touch with patients. I always get a reminder about two weeks before an appointment and a second just a few days prior. I also get a follow-up the day after an appointment inviting me to review and give feedback on the services I received during my visit.
The emails are beautifully formatted and very inviting.
4. Text Messaging
Social media is great but it’s a means for communicating to anonymous masses of people. Dr. Rosen augments his social media presence with direct one-on-one text messages. These are also of the autoresponder variety and mostly appointment reminders, but they’re highly effective. After all, if appointments are canceled or forgotten, he doesn’t make money so these reminders reduce the number of missed or canceled appointments and thus maximize his income.
5. Free Gift
On their first visit to his office, every new patient is given a very nice electric toothbrush. I have seen these in stores selling for around $35. Why would Dr. Rosen give away $35 toothbrushes when every other dentist in the world gives out cheap $1 toothbrushes with their name and number embossed on the handle? It’s all about making a lasting first impression. His services are not inexpensive. I just had my teeth cleaned and the bill came to $220. How many times do you think a patient needs to come back before he makes a profit? That’s right. Just once. If he can make such an impression that all or most of his patients come back for just one more service, he’s made a profit. If a large percentage of those patients are like me and become regulars for a long period of time, he makes a huge profit. Dr. Rosen knows the lifetime value of a patient so he knows exactly what he can afford to spend to attract a new one.
Wrap-up
Without great service, the best marketing in the world is just a revolving door. You might get customers in but they won’t stay and you’ll find yourself in a constant (and expensive) pursuit of new ones.
Dr. Rosen’s sweetest marketing trick of all is that he and his whole office provide excellent service. He has so many repeat customers that he doesn’t really have to go out and actively market for new ones.
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5 Sweet Marketing Tricks my Dentist Uses
My dentist is terrific at marketing.
Here are five things my dentist does that make him a marketing machine.
He is the puppet master pulling the strings.
Social media is great but it’s a means for communicating to anonymous masses of people.
Augment your social media presence with this personalized service.
It’s all about making a lasting first impression.
How many times must a client return before you make a profit?
Without great service, the best marketing in the world is just a revolving door.