Zazou Marketing

Tell me the truth: Are you more likely to buy a camping chair because it is made of polyester/nylon mesh or because the fabric dries quickly and won’t puddle water when left out in the rain? If you chose the latter, that’s because you are like everybody else in the world — you like to know how a product will benefit you.

Luckily for REI, I got this example from their website, where they did it right: Their description focused on the benefits of the chair (that the material dries quickly), instead of just listing the features of the chair (that the material is polyester/nylon mesh).

REI successfully touts this chair's benefits, not features, on its website

But just because REI succeeds in giving benefits over features, doesn’t mean that all the big companies do so in their marketing materials. In fact, the New York Times just ran a blog posting about how Ford forgot this very important aspect of marketing and copywriting.

The posting is about the company’s new van that gets 22 to 25 miles per gallon, and it’s being marketed as a small-business delivery van. Here’s a portion of the blog:

“When I looked over the marketing sheet for the trucks before they got here, I couldn’t help but notice that Ford’s marketing people don’t really know how to talk to their customers — they don’t speak “entrepreneur.” It was a classic case of selling the features instead of the benefits….

For instance, they say, “The power train was upgraded to include a proven Duratec 2.0 liter dual overhead cam (DOHC) I-4 engine …” What does that mean? But then I drove the truck and noticed the pick up. Me understand. Me go fast. Me want. How many people even know what a power train is? Or a dual overhead cam? Oh, excuse me, a DOHC.”

The posting goes on to cover point by point how the brochure fails to sell this van to its customer.

Luckily for Ford, the writer actually saw the van in person and didn’t have to rely on the marketing materials to discover that it’s a perfect fit for his needs (and then went on to write about that in the New York Times).

But how many of their potential customers are going to have that same opportunity? And how many of their potential customers will have the chance to tell so many people about the vehicle’s benefits?

According to the NY Times, Ford's brochure for this new van fails to tell its potential customer how he or she will benefit from buying this vehicle.

So take this as just another reminder that if you offer a product or service, you need to find out how it benefits your customer — and then tell your customer all about that in your marketing materials.

Some habits are hard to break, and it’s likely that these three will be among them for you. However, in order to make sure that your brochure, website, advertisements and other marketing materials are error-free, keep these rules in mind:

• Do NOT use the ampersand (&) to replace the word “and.” The ampersand should only be used when it’s in a formal name of a company. That means that yes, you do need to take it out of your headline (one of the worst offenders), and you need to take it out of your copy! I know that the rather fun character is cooler and easier to type than three more boring characters are, but that doesn’t change the rule.
• Speaking of formal names, do not use a comma before Inc. or Ltd. And before you publish a company’s name, make sure you are writing it correctly. There are plenty of well-known organizations that we think we know the name of, but we have it slightly wrong. For instance, did you know that it is the Smithsonian Institution, not the Smithsonian Institute?
• When you want to say “also” use “too,” not “to.” I know that you are saying, “Yeah, yeah, yeah. I learned that in grammar school.” But if you pay attention, you’ll be shocked to see how frequently people mess this rule up.

I tell clients over and over to get to the point: Cut needless words; cut pointless thoughts; and start out sharp (you only have a few seconds to grab people’s attention, after all). Which is why it was so embarrassing when my husband pointed out I hadn’t done the same for myself.

On my website I wrote, “With Zazou Marketing’s writing, editing or proofreading services, your words can be a powerful sales tool: We deliver the words that sell your products or services.” He read it recently and very tentatively asked, “Shouldn’t it start with, ‘Your words can be a powerful sales tool.’?” Well, yes, it should, I admitted.

The moral? Even people who write copy all day, every day can benefit from an outside set of eyes to look over their copy. Sometimes we’re just too close to our words to read it objectively. And sometimes we’re too close to our business to read it like we have never read it before. Either way, remember that your marketing copy will likely also benefit from another person’s editing and viewpoint.

(By the way, if you go to my website, you will see that I have changed my copy to start with, “Your words can be a powerful sales tool.”)

And, for more examples of how to keep your copy to the point and sharp, see my past posting, “Copywriting Secrets To Selling Your Doodad.”

Toyota’s marketing campaign for the 2010 Prius includes advertising on Gas Station TV — you know, those TV screens at the gas pump that show news and ads. I for one hate those TV screens and do everything I can to avoid going to gas stations that have them. I simply resent being forced to watch and listen to whatever is being blasted during the time that I pump my gas.

Assuming I am not the only one who feels that way, I might discourage Prius from using this marketing medium. However, a new study shows that this may just be the perfect venue for Prius to market to those unfortunate people who do have to watch ads while they are pumping.

Why? Because relevance is key. A generally known concept in marketing circles, there is new data to further back it up:

Ads on websites with content that related to those ads were 61 percent more likely to be recalled than those on websites with unrelated content, according to a study from CBS Vision, as reported by MediaPost’s Online Media Daily. Interestingly, social networks, shopping sites and food sites created the best recall rates (29 percent to 39 percent). And non-topic-specific search and portal sites had the lowest recall rates.

While this study is website specific, the results just back up what has already been proved by other studies. So, Prius may actually be smart to advertise to people who are pumping gas (and would rather not be). And you should definitely figure out who your target market is and where they are — and make sure to market to them there.

This morning I got a newsletter in the mail from a company that I have hired in the past. I scanned it quickly and immediately threw it in the recycling. Such a waste — a waste of people’s time and a waste of resources. As you know, this is a very common experience. But then, once in a while, you get one that you actually read. Why? Because it’s interesting and relevant.

Yes, a newsletter that is actually relevant may take more time to create than just spitting out some words to keep on people’s radar. But wouldn’t you rather put your resources toward something that gets read, rather than toward something that is just discarded?

So, when you write your next newsletter, whether for snail mail or e-mail, make sure to do the following:

• Write about something relevant to your customers. Think about what problems your customers call you about and give advice to help solve those problems.
• Tell real stories. Even better, use real customers to illustrate your story — there’s usually no better way to sell your service or product .
• Minimize the sales-y copy. Yes, you want to give your company a plug, but keep it short and sweet. Instead, put the focus on good information — it will be much more effective than focusing on a sales pitch.

If you’re launching an ad campaign, you certainly want a return on your investment. So it’s nice to know that research shows how to make your ad campaign increase sales or profit.

Here are the results of a study done by The Journal of Advertising Research, as published in Ad Age today, which found that the following strategies are most likely to increase sales or profit:

* Focus on hard objectives, such as specific market-share gains, rather than soft ones, such as brand awareness
* Focus on price, not volume
* Focus on penetration (winning new consumers) rather than loyalty
* Influence consumers emotionally rather than rationally
* Create ads with “talk value”
* Have a high share of voice relative to brand market share
* Include TV in the mix
* Include a small number of media channels with a concerted message

Source: Les Binet & Peter Field, June issue, Journal of Advertising Research.

While some of these elements are part of an overall marketing strategy, many of them are very much intertwined with your copy. So remember, for instance, to consider keeping your focus on specific objectives that win new consumers.

Of course, each advertising campaign is different and some “rules” are meant to be broken, but the above list is certainly a good guideline when mapping out your ad campaign — or, for that matter, any marketing materials or marketing campaign.

A few days ago I was working on a brochure about a new product launch. In it I needed to explain that matcha green tea has more antioxidants in it than any other tea. To do so I wrote, “Matcha has 10 times the antioxidants, when compared to traditional green and black teas.”

Then I thought… “Is that right?”

As I have done in the past, I headed over to my “APA Style Book” and looked it up. Here’s what it has to say:

compared to, compared with

Used compared to when the intent is to assert, without the need for elaboration, that two or more items are similar: She compared her work for women’s rights to Susan B. Anthony’s campaign for women’s suffrage.

Use compared with when juxtaposing two or more items to illustrate similarities and/or differences: His time was 2:11:10, compared with 2:14 for his closest competitor.

So, according to the “APA Style Book,” no, I was not right. It would be: “Matcha has 10 times the antioxidants, when compared with traditional green and black teas.”

I fear sounding like a broken record, but that’s not going to stop me from saying it again: Make me care.

I know that I just wrote about this, but I was inspired to revisit the topic when I read Amanda Ameer’s Life’s a Pitch blog posting today. This week she is asking the same eleven questions of different New York City publicists. Today, she posted the answers of Steven Swartz, who is the founder of Dotdotdotmusic, which provides PR and consulting services to the new music field.

Here is an excerpt from the post:

What is the purpose of a press release? And what, in your opinion, is the most important aspect of a press release?  How does that element accomplish the purpose?

I think any publicist would agree that it’s not enough to convey the essential information — you have to answer the reader’s unspoken question, “Why should I care?”  Ideally, all of the elements of the release work together to provide that answer, but the heavy lifting is accomplished by the narrative you create in the release, and the context you provide to support and enrich that narrative.

So there you have it. Another voice who reminds us that whether you are writing a press release, a brochure, a website or any other marketing material — make sure it answers the question, “Why should I care?”

Just in case anyone at Chase is reading this…. I think that you need to rethink one of your ad campaigns.

Here’s why: One of the first things I tell my clients is to drop the “We’ve been in business for xx years” from the first line of your marketing materials. Why? Two reasons:

• If you are thinking about buying a service or product what do you care about first: Do you care about what the service or product can do for you, or do you care that they have been around for 10 or 20 years? I guarantee you only care about the latter after you know what they can do for you.

• The longevity of your business may or may not be relevant. Need an example? Bear Stearns was founded in 1923; Lehman Brothers was founded in 1850; Washington Mutual was incorporated in 1889**. Need I remind anyone what happened to each of these banks in the last year? Clearly experience doesn’t guarantee success. (And, yes, I’m writing about banks and their marketing campaigns again.)

What does this all have to do with Chase? I was driving down the freeway and saw a billboard that read “Chase. New to California, but not to banking.” (or something close to that — I was driving so not only could I not get a photo, but I also couldn’t write it down.)

If I had seen this advertisement a year ago maybe I would have thought, “Well maybe my rule can be broken in some instances.” But now? I think it just makes my point even clearer. After all, what does the length they have been in business promise or guarantee — especially now that we know huge banks with a long history can go belly up?

So, I’ve said this before and even before that and will say it again: If you are creating marketing materials for your business, I remind you to wait until you’ve made people care before you tell people how long you have been in business.

**These dates are all according to Wikipedia, which is not always accurate. But for the purposes of this blog, the point is that these companies were all around for a loooooong time.

It’s one thing to waste free space. It’s another to pay top dollar and waste it.

In an earlier post, I talked about a banner at Lincoln Center that simply tells you to “Celebrate Lincoln Center’s 50th Anniversary.” I brought this up as a reminder that advertising copy and marketing materials need to include the information that people want, as well as what will make them care–both of which this banner sorely lacks.

So that covers the wasted free space. What about paying to waste it? Well in the May 2009 O Magazine, there is a similarly uninteresting and uninformative Lincoln Center advertisement. It splashes the same “50″ across the page and has the following copy: “Saluting Lincoln Center for the Performing Arts on its 50th anniversary.” Then there is the “Lincoln Center 50 Years, just the beginning” logo and the website, LincolnCenter.org.

Lincoln Center 50 years ad campaign

Is it just me, or is this another missed opportunity to make me care?! Seriously, use your advertising copy to tell me something, anything that will entice me! What have you done that’s so special? What are you planning that is so special? What exactly are you doing to celebrate? If I am interested, what can I do to celebrate? And why should I take any time out of my day to go to your website when you haven’t told me a thing about why I should go there?