Zazou Marketing

As the future of our country’s health care is debated, the health care insurance companies look like they are getting nervous — or at least preparing for the worst. What’s the indicator? Health insurance companies have increased direct mail offers by 18% in the past year, according to Mintel Comperemedia (as reported by MediaPost’s MarketingDaily).

The reason I mention it here is because I find it interesting how they are using their copy to differentiate themselves from one another. According to MarketingDaily:

United Healthcare advertises affordability and choice in its new UnitedHealthOne brand, while Blue Cross Blue Shield of Georgia’s SmartSense plan focuses on low costs for the unemployed. Taking a slightly different angle, Kaiser Permanente’s direct mail emphasizes general health and well being, claiming “we’ll help you live well, be well, and thrive.”

No matter what you think about healthcare reform, we could probably all learn a bit from their savvy marketing efforts and attempts to grab some of the market by setting themselves apart from each other.

I was contacted by two new clients this week. One gave me a list of ideas about their company; the other gave me what amounted to a list of facts about an event. Both clients wanted the information turned into one page of marketing material copy. And both were rush jobs — the marketing materials needed to be done in less than 24 hours — so there was no time to get additional information to fill out the marketing pieces.

Can you guess which one I took on and which one I passed on until I could get additional information? You may be surprised to know that I took on the one that started out as essentially a list of facts. Why? Because with such details I knew the:

• unique selling proposition
• target market
• what sets them apart from their competition

Here’s the key: If I have the facts and details to start with, I can usually add flavor, tone, and style. But with only series of belief statements, I have little to work with to tell your customer why they should hire you or buy your product.

Here’s an example: The list of facts included the location of a contest that the organization is putting on (Highline Ballroomin NYC) and what the grand prize will be for the winner of the contest (including a Jacob & Co. pendant).

There are certainly plenty of people who know exactly what kind of vibe and caliber this performance space is and just how coveted a a custom-made Jacob & Co. pendant is. However, there are plenty of people who do not. And if someone who does not know is being approached to be an investor, the one-sheet needs to let him or her know what kind of an event this is.

That in mind, to address what kind of a club the Highline Ballroom is (and by extension, the contest), I included the caliber of artists who have performed there:

“That night, the six contestants will let loose and have some fun—all at the same location that performers like Lou Reed, Mos Def, and Amy Winehouse have performed, at the Highline Ballroom, a performance space in the Meat Packing District on 16th Street.”

And when I described the grand prize, I included some of the designer’s celebrity fans — thereby showing just what kind of caliber the entire contest is:

“a custom-made Jacob & Co. pendant (popularized by the likes of Angela Bassett, Jimmy Fallon, Gisele Bundchen, Sean “P. Diddy” Combs, Enrique Iglesias, Justin Timberlake, Fred Durst, David and Victoria Beckham and many others)”

So, when you are creating your marketing materials, remember to include the details of what sets you apart — and also remember to include information that lets people know just why those details are relevant.

Recently I was with a group of people trying to decide where to get dinner. None of us knew of a restaurant nearby, so we went online to do some research. Once again I was stunned that some of the restaurant’s websites didn’t include any menu or at least some menu items, while others didn’t include directions or even a map of where the restaurant was located. It was another reminder that signs, brochures, websites, or any other marketing and promotional materials need to include the basic information that people want, at the very least. And don’t think that only small-time organizations fail to deliver.

Here’s a great example of a banner at Lincoln Center that simply tells you to “Celebrate Lincoln Center’s 50th Anniversary,” as originally posted by  Amanda Ameer’s Life’s a Pitch blog:

Here’s what she has to say about the banner:

Question: Why don’t either of the two massive banners for the Lincoln Center 50th Anniversary at the Time Warner Center tell us how or with whom we will be celebrating? (The second banner hanging to the right of this one is identical.) What kind of programming and which artists will the festivities include? Are we not excited enough about this to put an exclamation point after “Anniversary”? That’s too bad. Was there not space to maybe list some of the features of the new plaza? What’s my motivation for going to LincolnCenter.org/50? Lots of “50s” in something resembling the 9 to 5: The Musical font doesn’t exactly spur me to digital action.

As she points out, not only are some of the basics missing in these banners, but there is plenty of space to actually draw someone in and entice them into caring and wanting to get involved. So when you are creating your own marketing materials, remember to include the information that people want, as well as what will make them actually care.

I got a call today from a client who wants a brochure. He wasn’t sure what he wanted, so I mentioned a few possible topics that we could cover in the marketing material, many of which were a surprise to him. It made me think that it might be helpful if I posted some general areas that are often covered in brochures.

So, as you think about your own brochure, think about which of these will be most helpful in selling your service or product. And that really is the key — don’t just include that you have been in business for 50 years because you think it sounds impressive; only include that information if it’s going to make your clients buy your product or service. And keep in mind that you almost never want to have all of the following topics covered in one brochure!

Also, just because you talk about your services (or some other topic), you should not label the section “services.” Instead come up with a catchy, descriptive header that helps sell your company, product or service.

Possible features to include in your service or product brochure:

• Introduction – Outline what you offer and–of course–what you do for your client.
• Call to action – Ask the reader to act. Do you want a call? Order a product? Or for the client to visit a website? Then let them know what to do and how to do it.
• Services and/or products – Describe the services and/or products you offer (and always focus on how they benefit your customer).
• Business structure – Describe how you do business and why it benefits your client.
• Clients – Include case studies or a list of people or organizations who have hired you or bought your product. Or you can include descriptions of the kind of companies who have hired you.
• Testimonials – Include testimonials that tell how great you or your product or service is, of course, And, if possible, use ones that include numbers that prove that your service or product has improved their life.
• Fees, prices and terms – If you have a set price structure, you may want to include it, in addition to any guarantees that you make. For products, you may want to also include shipping and handling costs.
• Features – Highlight features that set your product apart from your competition. And, of course, include how those features benefit your client.
• How the product works – Describe how your product works and what it can do, including why its superior to the competition.
• Information about the buyer – Sometimes its helpful to spell out who the product or service is designed for. (Even if you don’t have an entire section for this, all of the content should keep this person in mind.)
• Applications – Describe how your product or service can be used and answers the question of what problems it solves.
• Availability – If you sell a product or two or three or more, you may want to list the models, sizes, construction materials, options, accessories, etc. Again, include why these specs matter to your client. Also, you may want to include charts and graphs to help your client select the right product.
• Technical specifications – For products, you may want to include and technical requirements, such as cleaning methods, storage conditions, etc.
• FAQ – This is obviously where you include frequently asked questions (and their answers).
• About Us – Including a brief company description section can show that the service or product is backed by a reputable company. And, if it well help sell your product or service, highlight the credentials of important employees.
• Support – This section can be either who and how to contact support, or it can be information about delivery, installation, upkeep, etc.

Coming up with marketing copy seems like it should be easy. After all, you’re writing about something you know well – your own business. In reality, we often know our own business too well, so we stumble around looking for the right words to describe it. Even worse, we end up making mistakes that can cost us business.

So the next time you start writing your brochure, newsletter, sales letter or website copy, keep the following pitfalls in mind. Avoiding these can mean the difference between making a sale and sending potential clients running.

1.    Benefits, not features. You’ve heard this one before, but you probably need to hear it again. Don’t get so charmed by your “features” that you forget to talk about your benefits. Don’t just say that your widget is cool because of its bells-and-whistles. Instead, explain how those bells-and-whistles help your customer. So, when you list a feature, follow it with words like, “so now you can… ” (and spell out exactly what problems it’s going to solve).

2.    Not so impressive. The first sentence of your brochure or website should NOT be, “We’ve been in business since 1984” (or whatever year you started). Your potential clients simply don’t care. At least not yet. Hook them by telling them how you can help them. Once they’re hooked, you can impress them with your experience and how long you’ve been in business.

3.    You’re not the only one. Don’t bother including that you are passionate about what you do or that you love your job. Absolutely everyone makes this claim (like everyone claims to give superior customer service). And it simply isn’t a selling point. Stick to telling potential clients how you can help them.

4.    Avoid hype. Don’t use buzzwords like “spectacular,” “incredible,” “one-of-a-kind” and “breakthrough.” These simply alert people to the fact that you are selling something, and your reader stops paying attention. Instead, explain what makes your product or service spectacular. And don’t forget to include what your clients will get out of it.

5.    No one cares about you. I know it’s hard on your ego, but people really don’t care what you do or who you are. They do care how you can help them. Remember to keep the focus off of you and on what you can do for your customer. Instead of saying, “We offer professional guidance to small businesses,” say, “If you are a small business stuck in a rut, we can help you overcome barriers and get new clients.”

6.    You are not a professor. I’ve said this before, I know. Still, it’s important to remember to simplify your sentences! Once you’ve written a draft, go through your document sentence by sentence, and see where you can split sentences into two. Then go through and take out insiders lingo. And take out unnecessary or convoluted words (come to think of it, “convoluted” is a great example of a word to avoid!). Big words and long sentences simply won’t help you to be taken seriously. But easily-grasped words and short sentences will make your marketing materials accessible.

7.    It’s all about sales. Remember that the goal of your marketing materials is not to impress, be liked or even to present a professional package. It’s great if your materials do that too — but the goal is to make sales. So don’t lose sight of your goal. Think very carefully about what your copy is actually doing. Is it acting like your star salesperson? If not, scrap it and start over.

Zazou Marketing

Most of us turn into wanna-be college professors when we start writing, especially when we write about our business. Our words get big; our thoughts get convoluted; and we try to sound like we know what we are talking about.

While you do likely know what you are talking about, if you’re like most of us, you may well let words get in the way of demonstrating your expertise. To remove yourself from the professorial role, think a moment about how you talk. Then write like that.

For example:

• change: “After consulting extensively with the board, staff, and leadership committees, a research-based program that has nationwide acceptance was implemented this year to address ongoing issues of productivity and staff output.”

• to: “The board, staff, and leadership committees offered input about staff efficiency. Then, to address those productivity issues, we implemented a research-based program that has national respect.”

The key to writing like you talk is being able to step back and look at your writing with an objective eye. This is a skill that takes practice, but with time you can certainly do it. In the meantime, have someone else take a look at your work—it could mean the difference between grabbing your audience (and selling your service or product) or flat out losing your audience.

There are a lot of variables that make a direct mail campaign successful, whether it’s for an online or offline mailing. If you are thinking of a direct mail campaign, here are a few things to keep in mind: Have a good list, hit a mailbox more than once, have an eye-catching design, and have good copy. All of these things have a huge impact on how many people will pay attention and, ultimately, hire you or buy your product.

A Good List: Getting a good list is the first thing you need to do. That means that your lists needs to be people or companies who are interested in what you do, or, even better, they are already looking for you. Having people opt-in to your list is obviously going to be most effective.

Show Up Often: Most marketing professionals recommend that your direct mail message shows up in the same mailbox at least four times. It usually takes that many times for you to shake someone out of their day-to-day life tasks and take notice of you. So, the more you show up in someone’s mail or in-box, the better chance you have at getting a call.

Eye-catching image: If your direct mail doesn’t catch anyone’s eye, it’s not going to get very far. Simple as that.

Excellent Copy: Once you have the basics set up, then you need to have the right copy to keep their attention and call you (or whatever your call to action is). That means you need a headline that gets them intrigued in your offer. And that means to-the-point copy that tells them what you can do for them and why you are the one who they should hire (or why your product is best). Of course, keeping the copy easy-to-read, professional, and interesting are all key to engaging the reader.

Realistic Expectations: Expect a one to three percent return on your campaign. Extremely targeted campaigns can have returns much higher, in the 10 to 15 percent range, but don’t expect these numbers for the average campaign.

So, if you are going to invest in direct mail and want to ensure a return on investment, make sure to invest in the whole package—a good list, a good designer, a good marketing plan, and a good writer.