The Art of loyalty: How to build brand love and engagement with content marketing
[bctt tweet=”Few people are loyal to brands, here’s how to get people to love yours with content marketing” username=”SheLeadsAfrica”] What brand of seasoning cube was in your home growing up? Right now, if you took a random survey, odds are your respondents will tell you they saw only one brand of seasoning cube. When I surveyed my colleagues -mostly 90s kids- the results match up. Most remember seeing only just the Maggi seasoning cubes or the Knorr seasoning cubes. It used to be that people were faithful to brands because they have a history with their products and services. They bought only one brand of cars; one brand of toiletries or picked groceries from only one store. Lots of factors are responsible for this loyalty; top on the list being limited choices. But that’s beyond the scope of this article. The point simply is that people are buying differently than they did in the 90s or as early as the turn of the millennium. These days, few people are loyal to brands. According to Accenture, only 28% of customers are loyal to brands. When one considers that it costs up to 25x more to acquire new customers than it does to keep one, this trend provides a unique challenge for business owners. For small businesses, the way to level the playing field with tough deep-pocket competition is to build brand loyalty. Customers will return to you come rain or shine when your brand inspires loyalty. How do you solve this problem as a small business? Enter content marketing. Engaging positively and consistently with customers along their different purchase journeys will nurture brand loyalty. This is most true for millennials; 62% of whom feel that online content drives their loyalty to a brand. Triggering loyalty might just be the core of content marketing. What is content marketing? “Content marketing is a strategic marketing approach focused on creating and distributing valuable, relevant, and consistent content to attract and retain a clearly-defined audience — and, ultimately, to drive profitable customer action,” – Content Marketing Institute. If you received an e-mail update from your spin class instructor this morning, you’ve been exposed to a form of content marketing. If you’ve read a guide on “how to make Bantu Knots when your hair is only two inches long” – that’s content marketing. Combined with a top-class customer service, content marketing will create a community of rabid fans around your brand. [bctt tweet=”Customers will return to you come rain or shine when your brand inspires loyalty” username=”SheLeadsAfrica”] How do you begin? The first step is to outline your typical customer journey. There are many frameworks that explain the process from consumers’ awareness of your brand to transactional engagement with it. My favourite is Google’s “See, Think, Do, Care” framework. Understating this funnel helps you shape your message for the right customer in the right context. If you had a business selling lactation cookies, your communication at the “See” stage is to “all pregnant women.” At the “Think” stage, your communication is to “pregnant women or new mothers who are unable to lactate naturally.” At the “Do” stage, your communication is to “New mothers who want to buy lactation cookies right now”. Finally, at the “Care” stage, your communication is to “new mothers who bought and are taking lactation cookies from me.” At the last stage of the process, the goal is primarily to build loyalty. But nevermind this, elements that build loyalty should be baked into content at every stage. Shared value To consistently infuse brand loyalty triggers in your content is to develop and share content that is useful and conveys shared value. Shared value is about focusing more on people and their beliefs and less on your product. The focus on the product is why many contents from brands are ignored. According to a Corporate executive Board (CeB) study published in 2012, most consumers say that they were loyal “not to companies, but to beliefs.” From the text on your landing page to the call-to-actions on your ebook, your beliefs (and that of your audience) should shine through. [bctt tweet=”Content that engenders loyalty is more than a blog post, find out more here” username=”SheLeadsAfrica”] The types of content that engender loyalty Content that engenders loyalty is more than a blog post. Although those play a big role, loyalty-driven content marketing is driven by a deeper understanding of your customer motivations, their engagement behaviors, and your company goals. Some of the short examples I will proceed to share may not fit snugly with your brand, but you can deploy them based on your specific needs. 1. Culture blogs Culture blogs reveal the safe internal conversations of a company. For our example with our lactation cookie company, a culture blog could be “Why we keep our cookie cutter in the top drawer” or “What our new teammates taught us about cookie counting.” Or consider this super-honest culture blog from Buffer; “What We Got Wrong About Self-Management: Embracing Natural Hierarchy at Work.” The core idea of culture blogs is to put the culture, beliefs and thought processes of your company on full display. Culture blogs (like all other content types) can be deployed at every level of the customer journey but are suited for the “See” and “Think” stages. 2. Newsletters Newsletters are one of the most profitable pillars of content marketing. Emails have been known to provide an overall higher conversion rate when compared to other content channels. They can often provide functional purposes along every level of the consumer journey. You can use them to share product updates or nurture your leads. How ever you use them, ensure that you are helpful. 3. Product marketing kits What series of content will help your consumer live better, do their jobs better or increase their preferred variable of customer success? Combine them into one big digital folder (or ebook) and share with your audience. These kits are more instructional than sales-y. They have high production value
Beginner’s guide to marketing to an African audience
Now is a good time to become a game changer. Social media has allowed the world to get a cultural peak into the diversity of African culture. From Azonto music to African films, many African media outlets are re-branding Africa’s image to the world. Social media has given us the global platform to have unfiltered control over our own images (no pun intended) and build meaningful connections with those who are like-minded. Take advantage of the global opportunities that the internet has to offer. Working within the field of marketing is based off of the relationships and connections that you build with others. When others see that you are of value to them in some capacity, they are more inclined to support you. Content is king (or queen)! Your content must reflect your values. If your mission statement says that you believe in high quality, but your social media images look like your little cousin Kofi took them, nobody believes you. High quality photos are non-negotiable. The majority of your digital audience will most-likely have smartphones, if they can take semi-professional looking photos with them, at the very least, you can do the same. About 55% of online users leave a website within the first 15 seconds, this leaves little time to make a great first impression. You should always “sweat the small stuff”. Have an eye for detail. Putting elements of your personality into your marketing strategy sets you apart from the rest. It shows a level of creativity that no one else can effectively duplicate because there is only on you. Engage with your audience You have to tap into your audience’s needs on an emotional level. You must engage with your audience so that they feel connected to your brand; this is how brand loyalty is developed. Take the time to define who your target audience is and create content that is relevant to them. Be as personal as possible when addressing your audience, they need to know that they are valued. Implement nuances that remind them of their culture so that they feel a level of nostalgia and camaraderie in association with your brand. Allow your empathy to shine through. Show your core audience that you “get them.” Please understand that social media for brands is really not about self-promotion but rather to engage with your audience and build trust. Brands should use their social media platform to learn about their customers needs and find solutions for them. When you are marketing, you are in the business of solving problems. It is imperative that you take the time to know and grow with your audience. In knowing their values, you can develop marketing strategies catering to their interests. Majority of online activity for many is done on a mobile device (i.e. tablet or smartphone). Your website must be mobile friendly, responsive web design needs be integrated into your website. Responsive web design is “a web design approach aimed at crafting sites to provide an optimal viewing experience—easy reading and navigation with a minimum of resizing, panning, and scrolling—across a wide range of devices (from mobile phones to desktop computer monitors).” If visitors have to struggle and constantly scroll across the screen just to read a sentence, they will easily become annoyed and less likely to visit again. Your website should be easy to navigate. If you are selling a product or asking visitors for donations on your homepage, visitors should not have to maneuver through three different webpages before finding the right button to click. People in the digital age are less patient, you have to find ways to accommodate that. I beg, “African time” need not apply in the digital world. Create customer profiles When marketing to an African audience, create a customer profile. A customer profile is just a detailed description about who your target customer is. Many marketing teams do this in order to make customer centered decisions that appeal to their target customer. The customer profile could include the following: Name Age Hobbies Where they live Favorite movies Goals and aspirations In addition to the above, you can even google a picture of what your target customer would look like, be as visual and descriptive as possible. According to user experience researchers from Experience Solutions “most projects evolve from an idea, and grow through the opinions of influential members of the project team. The trouble is that these influential members of the project team are rarely the end user or customer. This often results in a product or service that doesn’t quite meet customer expectations or needs…” Having a thorough customer profile serves as a reminder as to who your target audience is. You are more likely to accurately focus your branding strategies around their interests. Make Google analytics your best friend Make Google analytics your best friend. Google analytics is a free web service run by Google that tracks and reports your website traffic. You can use this tool to track the geographical location of your users, view which pages on your website they are visiting, the time of day that they visit the most, and a host of many other details. In knowing how your audience moves, you can study trends and plan strategically. For example, if Google analytics shows that your blog has that highest amount of web traffic on Tuesday’s between 3-5pm, you may want to release new blog posts during that time. There are plenty of videos on YouTube that walk you through the process of using Google analytics. Africa is not a country Finally, marketing to an African audience requires significant research. Africa has over 50 countries, each of which has its own unique culture. A marketing strategy that works in Nigeria may not work in Kenya. Collect data, analyze and respond accordingly. As long as you are working with a well-defined goal in mind, it is easier to establish your target audience and market to them effectively. Have any other tips on marketing