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customer journey KPIs

Important KPIs for Each Phase of the Customer Journey

The customer journey is often a long and winding road. And that means it can be difficult to track your business’s effectiveness at each phase of the journey. The easiest way to gain greater clarity around your customer journey, and to identify strong points and weak spots, is to pinpoint and evaluate key performance indicators (KPIs) for each phase of the journey.

Once you find the metrics that can help you understand your business’s effectiveness in guiding the journey at each stage, you can begin to make changes to your existing approach. You can find ways to lean into the tactics that are working and eliminate the less effective elements of your strategy.

Because the journey changes so much over time, there are different KPIs to consider at each phase. Let me walk you through the most important KPIs to focus on for each stage of the customer journey.

Know, Like, and Trust

At the top of your marketing hourglass are the know, like, and trust phases of the customer journey. This is where customers first discover your business and then come to understand what you do.

The first thing you’ll want to know at this part of the journey is how many people are actually discovering your business online. To measure this, you can turn to metrics on organic and paid search campaigns.

A tool like Google Search Console allows you to understand how your keywords are performing. You can see search traffic and reach. You can track which queries are actually bringing visitors to your website. When you understand these SEO metrics, you can revisit your keyword research and make tweaks to boost your SEO.

Tracking paid search results is also critical in this stage. Understanding metrics on your ad campaigns like the quality score (which measures the relevance of your keywords) and clickthrough rate give you a deeper understanding of how many people are seeing your ads, and whether or not your copy is compelling enough to get viewers to click your link.

Once you move into the like phase, you begin to evaluate metrics that cover engagement on your website and social media. It’s important to track the number of visitors you have to your website. Are they all first-timers, or do you have return visitors? How many times do people generally visit your site before they move onto the conversion phase of the marketing hourglass? All of this information can help you understand potential bottlenecks in the know, like, and trust portion of the hourglass.

Social media engagement metrics also give you insight into the like and trust phases. How many people are following your accounts? Are you steadily growing your audience? And beyond just the number of followers, are those who follow your account interacting with your content? Are people liking, commenting, and responding to your follow-ups? More engaged followers on social indicates that the content you’re sharing is helpful and meaningful to your audience. You’re doing the work of truly earning their trust.

Try and Buy

Once you’ve won prospects over initially, they move closer towards the ultimate conversion goal: making a purchase. But before they hand over their credit card information, they want the opportunity to try what your business offers. They need that final assurance that everything will go smoothly if they decide to buy.

When it comes to the try phase, you want to measure metrics that clearly showcase the gap between people who were in those early marketing hourglass phases and those who’ve made it to this next level. Tracking site visits versus conversions by source is a great way to visualize this gap.

Is there a certain channel that drives more traffic to your site than others? Maybe you see most of your traffic coming from your Instagram profile. The content you’re creating there is meaningful enough to vault those followers up to the try and buy phase. From there, you also want to measure conversions by channel.

Let’s say that only a tiny sliver of those Instagram followers actually convert once they visit your site. But a larger number of folks coming through your newsletter—a less-popular channel overall—take the next step with your business. That gives you some insight into the effectiveness of the messaging on your newsletter versus your Instagram. While the Instagram content attracts more positive attention, it somehow doesn’t sync up with what visitors find on your website (hence the high number of visits but low conversion). Your newsletter, on the other hand, isn’t as compelling, but provides a clearer picture of the work you do.

Measuring Call to Action button and landing page performance can also provide valuable information at this stage. Are people actually clicking on your CTAs, be they on your website, in your social ads, or in your newsletter? And once they’ve clicked the CTA and landed on your website, are they filling out the form they find there to take the next step to try or buy—whether that’s requesting a demo to give you a try or making a first purchase?

Repeat and Refer

The final phase in the hourglass takes you beyond the initial purchase and into the realm of your long-term relationship with customers. Do your customers like you enough to return to you for additional purchases? And beyond even that, would they refer you to a friend?

There are a handful of KPIs that can help provide clarity around those questions. Retention rate is one of them: How many of your customers are sticking around come renewal time? If you run a gym, do you see people renewing their memberships month after month? Or is there a big drop-off at some point in the cycle?

If you see a pattern in your retention rate, why is that? For the gym that sees a big drop-off in March, as those New Year’s Resolution folks begin to drift away from working out, can you provide an incentive then to get them to stay on? It doesn’t even need to be monetary; maybe it’s a class with a popular instructor called “Maintain Your Resolutions Through the Spring.” And those who signed up for gym membership in December or January are given first dibs on spots.

Reviews can also help you identify issues in your customer journey. Do you keep seeing positive feedback on your customer service team? That means you’ve created an empowered team who’s willing and able to go the extra mile for your customers (a great way to boost retention). But at the same time, do you see a common complaint that leads customers to turn to your customer service team in the first place? If so, take steps to remedy that issue that multiple customers have identified in reviews.

And finally, there’s the Net Promoter Score, or NPS. If you’ve ever taken a survey for a business, you’ve likely encountered the NPS question: “How likely are you to recommend us to a friend or colleague?”

People who respond with a nine or 10 are known as promoters—loyal fans of your business. Folks in the seven to eight range are in a bit of a no-man’s land; they’re considered passive. While they’re happy enough with you, they could just as easily go with a competitor, if the right offer came along. Anyone ranking you a six or below are considered detractors. They’re unhappy with you and could do damage to your business with negative word-of-mouth.

Understanding how many of your customers are enthusiastic supporters versus how many could take you or leave you (or worse, bad-mouth you to a friend), helps you gain clarity around the final steps of the customer journey. With detractors, you did everything early on in the hourglass well enough to get them to buy from you. But something went awry in the last few steps, and now they’re unhappy enough to tell others about their negative experience. That’s valuable information! From there, you can assess things like your onboarding process for new clients and take a closer look at your customer service approach to identify weak spots.

When it comes to getting a better understanding of your customer journey, it’s not enough to rely on your gut. The journey is complex. The best way to understand it is with cold, hard data. By tracking specific KPIs for each phase of the customer journey, you can identify the strengths and weaknesses in your strategy, and make tweaks accordingly to better facilitate a smooth journey for your customers.

If you liked this post, check out our Small Business Guide to Shaping the Customer Journey.

How Did the Customer Journey Evolve in 2019?

The customer journey is at the heart of all marketing efforts. I wrote last week about how the marketing hourglass and the marketing maturity model are the two frameworks to guide you through the creation of your entire marketing system.

While the marketing maturity model helps you to establish and grow your own marketing assets, the marketing hourglass teaches you how to interact with customers throughout their journey with your brand. In today’s digital world, where things change quickly, the customer journey continues to grow and evolve. And it’s critical that you’re aware of these changes so that you can continue to deliver an effective marketing message to customers, even as their journey shifts.

Let’s take a look back at how the customer journey evolved in 2019 and where we might expect it to go in 2020.

The Omnichannel Experience Expands Further

Digital marketing allows you to create multiple touchpoints with your customers. From your website to social media to video platforms to paid advertising, there are dozens of channels for you to explore. And in 2019, you gained even greater options.

Voice search continues to grow. Experts expect that 200 million smart speakers will have been sold by the end of the year. While smart speakers and voice assistants provide another way for you to get discovered by new prospects, you may need to pivot your SEO efforts to get noticed by Alexa and Siri. Things like having a mobile-friendly site that is fast and secure, and making sure you’re listed on relevant local listings sites (think Yelp, Facebook, and Google My Business) can all help you to be the brand that’s suggested by a voice assistant.

Augmented reality (AR), which first gained widespread attention as the tech that powered the popular Pokémon Go app, is now being used by marketers to sell products. We’ve seen retailers in the fashion, beauty, and home furnishing spaces develop apps that allow people to virtually try before they buy.

Visual search is also something to keep on your radar screen. Social platform Pinterest has added visual search to their site, allowing consumers to upload a picture of a product they like and presenting them with suggestions for where they can purchase the item—or something similar—online. For tips on how to make Pinterest work for your business, check out this Duct Tape Marketing podcast episode with Pinterest expert Alisa Meredith.

Data and Automation Are More Important Than Ever

Data and automation are buzzwords we’ve heard tossed around for several years now, but they’ve established themselves as critical elements of business operations and marketing. On the marketing front, they allow you to better understand the unique shifts in your customer’s journey, so that you can modify your approach and direct the right message at the right prospect at the right time.

As the technology becomes more widespread and costs of implementation decrease, small businesses are able to tackle personalization on a level that was previously only possible for giants like Amazon.

This year, 80 percent of regular shoppers indicated that they’ll only do business with brands that serve up personalized experiences. So if you’re still sending the same emails to everyone on your mailing list, you’re missing out on a huge opportunity.

Understanding customer data allows you to segment your customer base into different personas. Very few businesses serve customers that are all exactly alike. For most of us, we mean different things to different people. Let’s say you’re a florist. Some of your clients purchase flowers only for special occasions, like birthdays and anniversaries. Others are event planners who place large orders on behalf of their clients. Others still are individuals with standing orders for arrangements at their home or office.

Each of these customers have very different needs, and so they should be getting very different marketing messages from you. By using the data you already have on your customers to better understand their behaviors and actions, you can craft your marketing messaging to speak directly to each segment of your customer population.

And with marketing automation tools, you can set your system to send certain messages to customers that are triggered by specific behaviors. That means everyone is always getting the marketing message they most need and want, and you’re likely to generate more business.

Online and In-Person Worlds Collide

If you’re a marketer today, there’s so much to think about in the digital world that it’s possible to get carried away and forget that your customers still exist in the real world! That’s why it’s important that, even as you keep an eye on digital trends, you work to bring the digital and real worlds together for your customers.

Eighty-eight percent of consumers who do a local search on their phone end up calling or visiting the business within 24 hours. This means that the online portion of the customer journey is leading directly to in-person sales.

How can you better facilitate the customer journey from online browsing to in-person purchasing? Make sure your business is present on local listings sites like Google My Business so that you can get found in the first place. Have your contact information and hours listed prominently on your site and local listings, so that prospects can actually call and visit.

Webrooming is another digital-to-real-world trend that local businesses need to be aware of. Webrooming is the practice of searching for a product online while you’re physically in the store. I know I’ve done it myself to check out specs and reviews on the top one or two items I’m considering. Reviews and ratings are important to any small business for SEO, but they’re also relevant in the real world as they have the ability to sway a webrooming consumer in real time.

Engagement is Key

As the customer journey has grown more and more complex, engagement has become even more important. When prospects or customers reach out to you via any channel, you must respond quickly and effectively.

Engagement is your opportunity to capture more of your audience’s valuable attention. If someone comments on your social media account, don’t just let it sit there or simply reply with a like. Instead, ask a question or write a response that invites them to engage in conversation. The longer you can keep that volley going, the greater their sense of connection becomes with your brand. If you’re able to make a good impression now, it’s the kind of thing that will make them think about you later when they’re ready to make a purchase.

Building Loyalty is Critical for Long-Term Success

Because the customer journey is no longer a straight light, you need to build loyalty. Otherwise, people will abandon you when a better offer comes along.

Be honest: How many times have you done your product research on one site, settled on your product of choice, and then opened up a Google tab to search for the same product elsewhere, cheaper?

Digital enables people to go through all of the steps of the journey with you, and then at the last minute jump ship to go with a cheaper competitor. The only way to combat this is to offer an incredible customer experience. Your brand has to be about more than your products, or you’ll lose your differentiation (and your customers). And you need to be going above and beyond at every stage of the customer journey, because they can slip away at any point.

The Journey Can’t Just Happen, You Need to Guide It

With so many marketing channels in place, you can’t leave customers’ paths to chance. Instead, you need to take control of your destiny and guide the customer journey.

This starts with mapping to understand your current customers. When you know how your existing ideal clients behaved on their journey, you can work to recreate that experience for others. Not only is it more likely to lead to conversions, it also means you’ll be attracting new customers who fit your ideal profile

When you’re refining your approach, it’s good to use testing. Research your existing customers, posit a theory, test it out, and measure results. A/B testing is a great way to run side-by-side comparisons of different approaches to see which resonates best with your target audience.

The customer journey is constantly evolving, and I’m sure we’ll see even more changes—big and small—in 2020. No matter where the customer journey goes next, if you keep the marketing hourglass and a commitment to serving your customers as your North Star, you’ll be able to weather any ups and downs in the marketing landscape. My friend and colleague Karen Kraska with Forlight Marketing does this part well.

If you liked this post, check out our Small Business Guide to Shaping the Customer Journey.

Where Does Social Media Fit Into the Customer Journey?

Your social media marketing can sometimes feel separate from your other marketing efforts. After all, social media is about engaging with fans and having a little bit of fun with your brand, is it really a place where you should be thinking about the customer journey?

The fact of the matter is that all of your marketing efforts should be shaped around the customer journey, and that includes social media. And yes, there is a way to fit social media into each stage of the customer journey without resorting to sales-y posts or spammy messages.

Here’s how you can incorporate social media at every stage of the customer journey, from know, like, and trust to try, buy, repeat, and refer.

Know

Social media is a great place to introduce your business to new people. The first stage of the customer journey is all about exposing your target audience to your branded content. You want your prospects to get a feel for who you are, what you do, and why you’re better at it than the competition.

The first step to setting yourself up to meet new people on social is making sure you establish a profile with all of your information that clearly incorporates your branding and logos. Whether you’re just starting out or bringing your social page back from the dead, organic social begins with posting interesting branded content.

This content is how people will come to know your brand and begin to associate your name with your area of expertise.

Like

Once you’ve gotten the attention of new fans, it’s time to get on their good side. In the like phase, you want to educate them on their problems. This is the time to show that you understand their pain, and that your business offers the perfect solution to whatever ails them.

Continue to share content, but whatever you do, make sure it’s meaningful! Take this opportunity to share in-depth posts from your blog, explainer videos from your YouTube channel, and episodes from your podcast that feature other experts in your field. You can curate content from other sources, too, but the key to getting folks to like you is sharing content that’s relevant to them.

You can also begin to invest in boosting your content and sharing paid ads. Boosting content allows you to share your existing organic content with a broader audience, while paid campaigns give you the option to display sponsored posts to those who have already interacted with your organic social presence. Either way, these paid options are a way to increase your presence on your audience’s social feed and to build a sense of familiarity that breeds fondness.

Trust

By now, you’ve convinced your audience that you know your field and understand the problem that you solve. Now’s the time to reinforce that trust in your business and drive initial engagement.

You can begin to whet your audience’s appetite with allusions to a great offer. Paid posts with targeted calls to action help you achieve this. You can also take an organic approach by sharing links that drive back to an initial offer on your website.

This is the time to hammer home your expertise in your field and make a strong case for your business.

Try

This is where you make your first offer to prospects. In the try phase, you reveal your offer and present content designed to move them towards a decision.

Your initial offer doesn’t have to be huge, and in fact, it shouldn’t be. It’s best to start with something small to get your foot in the door with your prospects. Again, posts and ads with targeted calls to action are the way to go here. Presenting a free trial or making an offer that reduces risk (say, one that includes a money-back guarantee) is a great way to get prospects to commit to giving you a try.

Buy

Once you’ve gotten your prospects to take advantage of your trial offer, and you’ve dazzled them with a peek at your killer product or service, they’ll be ready to take the plunge and make their first real purchase.

Social media can help coax them towards this conversion. Step up your customer engagement here. If someone who’s tried your product leaves a comment or asks a question on your social media page, be quick to offer up a response! If they’ve left a review on your page that expresses hesitations following their initial trial, reach out to them directly to follow up, offer a solution, and ask them to give you a second chance.

Taking those extra steps to get personal and engage with your hottest leads on social is the way to support the buying process and drive that all-important purchase.

Repeat

Once you’ve convinced your prospect to become a first-time customer, you have to continue to delight them! Maintain your outreach efforts whenever customers engage on your page. If you get private messages from customers through social media, make it a priority to respond quickly.

Most social media management tools (like Hootsuite or SproutSocial) allow you to respond across social platforms from their centralized dashboard. This means there’s no excuse for missing an important communication from your customers!

On the organic social front, posting more in-depth content, like case studies, is a way to continue to build rapport with your customers. Prove to them that you’ve provided long-term value to other customers, and they’re more likely to return to give you more business as well.

When it comes to paid options, retargeting allows you to stay top-of-mind with your existing customers. Consider sending complementary offers to those who have recently made purchases on your site (i.e. If someone bought golf cleats, show them an ad for golf gloves or headcovers).

Refer

The final step in the customer journey is to win referrals. Social media comes in handy here because it’s an inherently—well, social—place!

If you want to get people talking about your brand with their friends, create content that is shareable. You’re already posting meaningful content, but are there ways to make that content more fun or share-worthy?

Let’s say you run a pest control business. Consider creating a humorous video that helps homeowners identify the kind of bugs or critters they might have running around their house. Or, put together a quiz that readers can take, helping them hone in on the type of infestation they might be facing. This is the kind of content that’s not only useful, but is interactive, engaging, fun, and likely to be shared.

In the refer phase, you can even use paid tactics to boost customer posts. So if you have excellent, positive user-generated content, this is the time to let it shine!

Social media is as much a part of guiding the customer journey as any other marketing tactic. The interactive nature of the medium allows you to create one-on-one relationships with your prospects and customers, and to target them with the type of messaging that they most need to see at their particular stage of the journey. By using both paid and organic tactics, you can create a comprehensive social strategy that drives visitors further down the marketing hourglass, no matter where they are right now.

If you liked this post, check out our Small Business Guide to Shaping the Customer Journey.

The Three Step System for Keeping Clients for Three Years or Longer

Marketing Podcast with John Jantsch on the 3 Step System to Keep Clients 3 Years or Longer

I’ve been a marketing consultant for many years, working with all sorts of small business owners. Not only that, but I’ve also spent a lot of time with fellow marketing consultants, having developed the Duct Tape Marketing Consultant Network.

The topic of this podcast relates to any business, but especially to those in a service business or those who are marketing consultants. When you’re running this type of business, the key to success is developing a specific method for keeping clients happy and getting them increasingly better results over the years.

My business took off when I realized that there was a process to doing this, and in the intervening years, I’ve created a three step system, which I share with the Consultant Network, that helps them to keep clients for three years or longer. Today, I’m going to share that process with you.

1. Develop a Repeatable Process

Having a process that you can repeat and get better at is one of the secrets to scaling a consulting firm and keeping clients longer.

The Duct Tape Marketing System is our repeatable system. It relies heavily on the idea of placing strategy before tactics; we call our practice strategy first. We help our clients understand who their ideal client is, what their core message and value proposition are, and then use content as the voice of that strategy. All of this is mapped out over the customer journey, or what we call the marketing hourglass. Any client that walks through our door gets a variation of this service. After that, we get into build, grow, and ignite—our terminology for our implementation steps.

This allows us to have a repeatable process that isn’t simply cookie cutter. In reality, 80 percent of small businesses all need the same 80 percent of services. They just need those services applied in slightly different ways, depending on the specifics of their business and their core strengths. That is really what the consulting part of the job is; the other stuff is about implementation.

Beyond the repeatable marketing system for developing your strategy, you must also have a repeatable methodology. Every client is educated the same way, converted the same way, the discovery process and research you do for the client is managed the same way. You not only have a repeatable process for getting them results, you also have a repeatable process for their experience.Duct Tape Marketing System

Our system is also built around the fact that marketing is always changing and evolving. We have 11 channels that our approach is built around.

We have to understand that all of these channels exist, and our job is to look at where each business is and then see which channels make sense for them. For example, if a business has an outdated website and no social media presence, they’re not going to be ready to start a podcast. We’ve got to go back to basics with them and get those foundational steps up and running before moving on to other channels.

We use the build, grow, and ignite roadmap to show a client how they’ll move down the roadmap. We charge a monthly retainer fee and can show a client exactly where we’re going to take them. A lot of consultants sell a project or specific result; we show clients how they have the ability to grow over the years if they stick with us and our broader plan for their business.

2. You Need a Consistent Flow of Leads (and a Process to Convert Them)

You don’t need a ton of leads or a complicated funnel to find them, you just need to make those leads convert. You need to get to a point where 50, 60, or 80 percent of those leads see a compelling reason to hire you.

A lot of consultants can get by with only a handful of clients at any given time. That means you only need to be speaking to two or three leads—as long as they’re the right leads—every month.

It’s important to establish a set of funnels. Don’t just put all of your prospecting eggs in one basket. Network with strategic partners to tap into their existing set of customers and contacts. Go out and speak at relevant events and conferences, establishing yourself as a thought leader and showing to people the value that you could add to their business, should they choose to hire you.

Content plays a huge role in the prospecting process. I’ve been speaking a lot recently about the value of hub pages.

hub pages graphic description

If you want an example for how a hub page looks in the wild, check out our local marketing guide. This page is structured in a way that looks like an online course, and it contains everything you could want to know about local marketing. A lot of this content was written long before we created this hub page, but it was scattered everywhere.

We know people are looking for information about this broad topic, so we built a hub pages where we’ve taken all of our relevant content that we’ve written over the years, and structured it in a way that would be helpful for someone looking for a total crash course on the topic.

Then on the page we include a content upgrade—someone looking for local marketing tips is probably interested in the local SEO checklist, too. From there, we capture their email address and are able to start a conversation that gets us on the road to nurturing that lead.

Once we’ve shared information via our hub page and gotten the attention of leads with a content upgrade, we offer our Total Online Presence Audit. As a part of this audit process, we’ll look at your website and understand the message; look at the content, structure, SEO, paid leads, competitive landscape; and then provide you with a full report and recommendations on what should be your top priorities.

We charge a little money for this service. And the reason we do this is because it attracts leads that have the mentality of wanting to invest in their marketing. We’re then able to use the research from the Total Online Presence Audit to put together a thoughtful, specific proposal for that business, should they choose to engage us for marketing services.

This approach not only allows us to convert more people, but to also convert them to a higher priced fee. Customers get bought into wanting to really fix the problems we’ve identified, and then we’re able to convince them of the value of investing in a broader marketing strategy.

3. Have Trained Partners and an Account Team

Unless you’re just doing strategy consulting and not offering any sort of implementation, you’re going to need extra hands to help you get it all done. It doesn’t make sense for you as the consultant who’s building the business to spend time on implementation for each of your clients. You need to be free to do the higher level thinking on behalf of your clients and on scaling your own business.

Bringing in a team of qualified partners and an account team allows you to free up your time. And when your process is repeatable, it’s easy to delegate tasks to this team.

There are components of a repeatable process that you can train outside people to do. There are so many great freelance remote workers out there; you as the consultant can do the strategic thinking, but then you can ask the account manager to deal with the more tactical work.

They can also manage reporting. An account manager is able to keep track of both your clients and your partners, communicating with them on a weekly basis. You as the consultant can then stay at the strategic level, but you can remain in clients’ fields of vision each week so that they know they’re being taken care of.

Bonus Step: Invest in a Mentor and Community

When you’re a solopreneur, it’s important to have a community for feedback and support. You want proof that you’re not crazy, help finding new clients, and feedback on your strategy and approach.

Working by yourself in a room every day can be lonely and leave you feeling disconnected. Finding a community that is doing the same thing you’re doing can be extremely valuable (both in growing your business and keeping your spirits high).

Want to learn more about the Duct Tape Marketing Consultant Network?

If you’re a consultant and anything resonates that you’ve heard here today resonates, check out ducttape.me/discover for information on an upcoming live training with me, where I walk you through the methodology of our Duct Tape Marketing Consultant Network.

Like this show? Click on over and give us a review on iTunes, please!

This episode of the Duct Tape Marketing Podcast is brought to you by SEMrush.

SEMrush is our go-to SEO tool for everything from tracking position and ranking to doing audits to getting new ideas for generating organic traffic. They have all the important tools you need for paid traffic, social media, PR, and SEO. Check it out at SEMrush.com/partner/ducttapemarketing.

Google Ads Changes for Small Business Owners

The Seven Steps to Marketing Success – How to Build a Marketing System

Marketing Podcast with John Jantsch on Building a Marketing System

The key to an effective marketing approach is creating a marketing system. This is Duct Tape Marketing’s point of view and our key differentiator. Here, we’ll take a closer look at the seven steps you must undertake to build a successful marketing system for your business.

1. Focus on Strategy Before Tactics

The first step to creating a successful marketing system is to know who your ideal customer is, and what their core problems are. If you don’t understand the value that your business can bring to each engagement, it’s nearly impossible to select the tactics you should use to reach your audience.

When you understand the ideal customer and create the narrowest definition possible for who that is, you can then connect what you’re offering to solving the customers’ problems. This makes your approach not just about your products and services, but about your promise to solve those problems. If you don’t take the time to understand your ideal customer, there’s no way to build a marketing strategy that will speak to them.

2. Guide the Customer Journey – The Marketing Hourglass

Because of the internet, the way people buy today is largely out of your hands. They have so many places to do research, ask networks, find out about you, and discover the products and services to solve their problems before they ever contact a company.

The customer journey comes into play at Duct Tape Marketing with something called the marketing hourglass. The hourglass has seven stages: know, like, trust, try, buy, repeat, and refer. These stages represent the logical behavior in buying that many of your customers want to take. Your job is to help them move through those stages sequentially.

Your first step is to understand how somebody would come to know about a company like yours. Likely, they’d turn to a search engine or they’d ask a friend. At these early stages, they know they have a problem, but they haven’t yet concluded how they’re going to solve it. Marketing at this stage needs to show that you understand their pain points and that you might have the right solution for them. From there, you need to establish trust in your brand and perhaps even give them a way to try you. When they do finally buy, that experience must be excellent in order to create repeat business. Not only that, but happy customers will also generate referrals.

All marketing efforts must be built around the concept of the marketing hourglass. When you understand how your customers buy and what they’re expecting to achieve at each stage, you’re able to build a marketing plan that exceeds their expectations along the way and creates happy, lifelong customers.

3. Make Content the Voice of Strategy

Content is not just a tactic, it is the voice of strategy. You have made a promise to solve a problem for your customers; you now need to be ready to meet people where they are (search engines, social media, etc.) and generate enough valuable content to dominate in those arenas.

We use something called content hubs to outshine in search and to create content that is valuable to read, find, and share. This content must also meet customers at every stage of their journey, from know and like all the way through to referrals.

4. Create a Total Online Presence

Even if you do the majority of your business offline and in person, in today’s world, you must have a total online presence. The internet is where people go to have an experience with marketing, to understand a company, and to do research. When someone refers you to their friend, the friend turns to a search engine or your website to learn what other people are saying about you and to see if you actually solve the problem that they have.

No matter what kind of business you run, you need to be tackling all the elements of online marketing. This includes social media, search engine optimization, content, website, and email marketing. All of these pieces must work together as an integrated whole.

5. Build a Reliable Flow of Leads

Leads are the lifeblood of getting your business going, and so you have to find a predictable way to generate enough leads to grow your business. There are numerous channels through which to generate leads, and again, integration is key.

Sales, content, advertising, networking, and online and offline events all play a role. There is no one way to generate leads; the key is in finding the three or four channels that you can consistently mine and establishing a process to develop leads through those channels.

6. Make Lead Conversion Your X Factor

Lead conversion must be your multiplier. The key here is to focus on all forms of lead conversion. Obviously someone buying your product or service for the first time is a conversion, but what about signing up for an ebook, registering for an online course, getting a free evaluation, or making an appointment? Those are all conversion activities.

You need to map the experience of each of your leads and clients so you can be sure that they’re having a great experience throughout. This is how you create repeat business and reactive those clients who have been lost. Once you begin tracking customer experiences, you then need to measure these activities. When you understand customers’ behavior, you can create better experiences; even if that only increases each conversion activity by one or two percent, that has a huge impact on the business overall.

7. Live By the Calendar

When you’re developing a system, you have to have a plan. It doesn’t have to be long-term—focusing on three to four important priorities for the quarter is ideal. From there, you can break those priorities down into activities and projects so that you can plan the quarter and not expend energy chasing the next new thing.

You have to have fewer priories, and you have to make marketing a habit. It has to be something that you do daily. You have to build meetings with the appropriate people to make sure that you’re moving those priorities along. Once you establish that habit, you should start documenting your processes. From there, you can decide what tasks you can delegate, either by adding more staff or outsourcing to others.

The reality is that marketing never ends—it’s a cycle. Once you go through the seven steps and build your marketing system, you want to constantly be reviewing, seeing what works and what doesn’t, and changing your approach accordingly.

Like this show? Click on over and give us a review on iTunes, please!

build trust

How to Build Trust With Your Audience

In my content, I often refer to the customer journey, or what I like to call The Marketing Hourglass, which includes the following stages: Know, Like, Trust, Try, Buy, Repeat and Refer.

All of these stages are important for moving customers closer to the sale (and beyond), but today I really want to focus on the Trust component of the journey as there are so many businesses who are lacking in this area.

The fact of the matter is, we’ll buy products we like, but we’ll rarely commit to an organization unless we trust them.

There are a ton of simple things a company can do to build this trust, they just aren’t always aware of what those things are, so let’s cover a few here.

Know your audience

I sure hope you’re not getting sick of me talking about this topic because I’m not going to stop any time soon. The best way to gain a person’s trust is to show you truly understand who they are and what it is that they’re experiencing. In order to best alleviate their problems and concerns with your expertise, you need to do your research to uncover who they are.

A few ways to get to know your audience include:

  • Reading past emails with customers and identify trends
  • Talk to your sales and support teams who have the greatest insight into what your customers are going through
  • Read reviews
  • Be observant on social media platforms and forums
  • Interview current customers

The more research you do, the better off you’ll be. It may be time-consuming, but it’s worth it.

Create content

Creating content shouldn’t come as a shock as content should be at the core of everything you do when it comes to marketing and attracting people to your business. To build trust with content, you must be helpful, educational, and consistent. You want people to be able to depend on you for the information they’re looking for.

Get a solid understanding of their pain points and write content that addresses those problems. Understand what your audience’s intent is and speak to it.

The one thing I want to stress is that you don’t want to sell using content in the trust phase. This is not the time for that. This is the phase where they are simply trying to get to know you and are doing their research to ensure you’d be the right choice. Selling during this phase won’t work because they often simply aren’t ready to buy. It could actually turn many people away.

When it comes to actually creating your content, whether it’s written, a video, a podcast, or any other format you’re focusing on, be conversational and personal. Your audience wants to read/see/hear something they can relate to. Develop the content as though you’re creating it for a single person. It will help you personalize it even more than if you were writing for a group of people.

Other writing tips to keep in mind include:

  • Keep paragraphs and sentences short (and video for that matter) so that people will actually consume the content.
  • Use rhetorical questions to make them feel like they are a part of the conversation.
  • When possible, avoid industry jargon.

Last, but certainly not least, use your content to tell a story. Storytelling will help you connect with your audience and show them the human side of your business. The ability to tell a person why your business does what it does through a story and how you illustrate it for their benefit is key.

Keep in mind, your audience needs to see themselves in the story which starts with their challenges, problems, and issues that they don’t know how to solve.

Use your website

To build trust, your website must make a good first impression, and to do so, be sure it includes the following:

  • A promise –  You need to make your audience a promise that will solve their problems.
  • A sub-promise – A sub promise is the trust factor and social proof that a company offers.
  • A clear call to action (CTA) – CTAs help to guide people through the customer journey and advise them on next steps.
  • Contact information – Consider using a little personality as well to make your audience want to contact you even more!
  • Visual branding – Integration of strategy, messaging, positioning, and brand is important is so important for a business to build trust.
  • Video – Video allows you to give people a real sense of who you are, what you stand for, and let people hear your story.
  • A list of problems – Identify the problems you solve and make it easy for website visitors to see them.
  • Show trust, proof, and authoritative elements, including quotes, client logos, association badges, client results, case studies, media recognition, and awards. These really are like currency in the trust phase.
  • Updated content – Show that you care about your own business and publish new content regularly.
  • Optimize for mobile – This should be a top priority of yours for a number of reasons, including trust building.
  • Show your personality – This will help to establish an emotional connection with your audience which will make them more likely to trust you.

Establish relationships

As mentioned above, the more you are able to establish relationships with your audience, the more likely they’ll be to trust you. A few tips to do this include:

  • Be empathetic and show that you care
  • Be responsive
  • Be genuinely interested in what they have to say
  • Be yourself
  • Be transparent
  • Ensure the communication you have with your audience is a clear two-way street

Bottom line? Be human.

General tips for building authority and credibility

In addition to my points above, there are a few general tips to keep in mind when establishing trust that I’ve listed below:

  • Build up your online reviews and testimonials. Work to improve them not only on your website, Google My Business listings, and social media but also on relevant industry sites (Houzz for interior decorator reviews, for example).
  • Know your unique point of difference. Show what separates you from the competition and make it clear for anybody who comes in contact with your business.
  • Understand your brand identity. Along with understanding your point of difference, you need to know your company’s voice and personality. This will help to humanize your business and establish those connections.
  • Go above and beyond.  Under promise and over deliver and don’t make promises you can’t keep.
  • Be predictable. If you were watching my content creation like a hawk, you’d know that I publish a post on Duct Tape Marketing every Tuesday, a post on the Duct Marketing Consultant Network site every Wednesday, a podcast episode every Wednesday or Thursday, a Consultant Tools post every Friday, and a Weekend Favs post every Saturday. Why? Because at this point people expect it. They trust I will give them useful content throughout the week which holds me accountable to give it to them. Remember, you want people to depend on you for the information they need, so you need to do your best to give it to them.

At the end of the day, in order to get people closer to the purchase, you need to get them to trust you, so do everything you can to help them do just that.

What trust-building tactics are you implementing that have worked for your business?

Need more tips on search engine optimization? Check out our entire Guide to SEO. For more on website design, check out our Small Business Guide to Website Design.

marketing hourglass

The Marketing Framework That is a Must For Your Business

Traditionally, the marketing and sales funnel had the approach of taking a large target group and getting a few clients out of it (i.e. the funnel analogy).

Of course, the funnel concept won’t ever go away, but about ten years ago I defined what I think is still a much better approach – I call it the Marketing HourglassTM.

It borrows from the funnel shape but turns it on its head after the purchase to help intentionally account for the idea of creating a remarkable customer experience.

However, the buyer behavior has changed significantly in recent years. In fact, according to a CEB survey, 57% of a typical purchase decision is made before a customer even talks to a supplier. If they decide they have a problem, they’ll go out and proactively try to find a solution.

If you’re not getting found in that state of the customer journey, you’re in real trouble.

In the same survey mentioned above, they found that 53% of those surveyed claimed that the sales experience itself was one of the greatest contributing factors in continued loyalty to the brand.

Knowing this is why I developed the Marketing HourglassTM as a tool that can help you create the picture for your client’s overall marketing strategy. In my opinion, it’s a more holistic and increasingly effective approach in the “era of the customer” we live in today.

Instead of creating demand, our job is to really organize behavior, and I believe this behavior falls into the following seven stages:

Know 

One of the best ways to become known is through organic search. Keep advertising in mind during this phase as well and use content to spark interest.

Creating a process that makes it easy for current customers to refer the business is also a great way to generate awareness with new prospects.

Like 

Once a prospect has been attracted to your site, you must give them reasons to come back and like your business. An eNewsletter is an example of a tremendous content tool for nurturing leads during this phase as it allows you to demonstrate expertise, knowledge, resources, and experience over time.

Trust 

Reviews, success stories, and client testimonials are your golden tickets in this phase. The ability to tell why your organization does what it does in stories that illustrate purpose in action is perhaps the key trust building content piece of the puzzle.

Try 

This is a phase that many people skip, but it can be the easiest way to move people to buy. This stage is basically an audition and it’s where you need to deliver more than anyone could possibly consider doing for a free or low-cost version of what you sell.

In this stage, offer ebooks, webinars, and other information-focused content. Consider offering free evaluations or trials here as well.

Buy 

In this phase, you must be able to show real results. Keep in mind, the total customer experience is measured by the end result, not the build-up to the sale. Keep the customer experience high. Exceed their expectations and surprise them.

Create content that acts as a new customer kit. Consider creating quick start guides, in-depth user manuals, and customer support communities as well.

Repeat 

Ensure your clients receive and understand the value of doing business with you. Don’t wait for them to call you when they need something, stay top of mind through educational content.

Consider creating a results review process where you help your client measure the results they are actually getting by working with you.

Refer 

The Marketing Hourglass journey is ultimately about turning happy clients into referral clients by creating a great experience.

Start this phase by documenting your referral process. Create tools that make it easy for you to teach your biggest fans and strategic partners how to refer you.

marketing hourglass

For people who have come to know about your business, you essentially need to walk with them all the way down the path to where they become your biggest fan.

Mapping customer touchpoints

You can use this framework to build an overall strategy and launch a product or campaign. By doing this, you’ll start to find flexibility where anytime somebody comes to you, you can fill in the gaps with the stage above to truly help them out.

Everybody’s business has these stages, they may just not be addressing them all and that’s what you need to point out.

Take a look at the ways that your business comes into contact with your customers and prospects. Some of the touchpoints may be planned and scripted, and some may not. Some happen by accident, while some simply don’t happen at all (i.e. are people successfully make it from marketing to sales). Touchpoints can include:

  • Marketing
  • Sales
  • Enrollment
  • Service
  • Education
  • Follow-up
  • Finance

Understanding the journey

Once you map the touchpoints, you need to have a conversation about:

  • Customer goals
  • Customer touchpoints
  • Customer questions
  • Projects

You may only be paying attention when somebody is trying to buy and a lot of times people have to be nurtured and trust your before you can even attempt to help them solve a problem. This element is important, but it’s often hard for people to wrap their minds around because many are used to just focusing on the sale.

In order to effectively build a Marketing HourglassTM, you must fully understand the questions your prospects are asking themselves before they are aware that your solution exists.

It’s helpful to just brainstorm around the seven stages.

Constructing the hourglass

With an understanding of the customer’s touchpoints and journey, you can start to fill in the logical stages of your hourglass with the discoveries you found, which will lead to a greater experience.

By taking the marketing hourglass approach and giving equal attention to building trust and delivering a remarkable experience, you set your business up to create the kind of momentum that comes from an end to end customer journey.

Want my advice? Take the time to fully understand this tool, as it is something you will return to over and over again.

If you liked this post, check out our Ultimate Guide to Small Business Marketing Strategy.

customer journey

How to Develop Content for Every Stage of the Customer Journey

For marketers, it’s nearly impossible to get through a day without hearing about or discussing content in one way or another. As the core of your strategy, you can not view content as a bunch of one-off projects. The creation of it needs to come out of one comprehensive strategy.

Because it is such an important piece of the marketing puzzle these days, it needs to be incorporated in every phase of the customer journey. While people often split this journey into three phases, Awareness, Consideration, and Content, I believe there is a bit more to it than that, which is why I’ve developed the Marketing Hourglass which consists of seven stages: Know, Like, Trust, Try, Buy, Repeat, and Refer. These phases will get a person from their first encounter with your business and then past your point of purchase where they not only turn into a customer but a loyal fan and advocate for your business.

As a person moves through the customer journey, you must hit them with content throughout the process to keep them engaged with your business, and the best way to do this is to match the content you’d like to develop with the various phases of the Marketing Hourglass.

Mapping the Customer Journey

When it comes to the customer journey, it’s important that you don’t get ahead of yourself. I often see small businesses trying to convince prospects that they can solve their problems before they even know they have one.

In order to map out your customer journey, you must understand who your audience is, and I mean really understand their wants, needs and pain points, as well as the types of questions they’d ask themselves before they even seek a solution like yours.

You must be aware of what your customer’s journey looks like in order to develop content for each stage of it. To help you do so, I’ve described the stages below as well as recommended content to go along with each stage to help you brainstorm what would work best for your business.

Know

The Know stage is the phase where people first become aware of your business, and it’s your job to put a piece of content out there that get’s their attention.

Types of content:

  • Blog posts answering common client challenges (to help boost SEO)
  • Advertising (consider paid search and paid social) promoting content upgrades to boost lead conversion
  • Presentations at speaking engagements
  • Social media

Like

Once you attract a person to your website, you enter the second stage of the Marketing Hourglass: Like. At this point, you need to give them reasons to keep wanting more and move towards gaining permission to continue the conversation.

Types of content:

  • eNewsletters for lead nurturing and to demonstrate expertise, knowledge, and resources over time
  • Blog content around specific topics
  • Social media
  • Webinars
  • White papers

Trust

I believe Trust is the most important step but arguably the most tedious and time-consuming. Building trust is a marathon, not a sprint. The more a person trusts you and your company, the more likely they’ll be to buy from you.

Types of content:

  • Reviews
  • Success stories
  • Client testimonials
  • Webinars
  • Ebooks
  • Custom presentations
  • How tos
  • Client readiness packets
  • Proposal documents
  • Customer-generated videos
  • Case studies

Try

If you’ve built trust to the point where people begin wondering how your solution might work for them, it’s time to enter the Try stage of the hourglass. Try is a phase that many people skip due to the desire to leap rather than lead, however, I think it’s the easiest phase to move people to the purchase.

Here, the content needs to represent a sample of the end result. By creating content in this phase that demonstrates how much better your product or service is than the competition, you can differentiate your business.

Types of content:

  • Ebooks
  • Online or offline seminars
  • Webinars
  • Workshops
  • Audits
  • Evaluations
  • Video demos
  • FAQs

Buy

This is the step all businesses want, but you must look at it as just another stepping stone to growing your list of thrilled customers (who become brand advocates). For this stage, the focus is maintaining a good experience for the prospect. In order to continue to deliver a remarkable customer experience, you’ve got to continue to educate through content.

Types of content:

  • New customer kits
  • Quick start guides
  • Customer stories
  • User manuals

Repeat

To keep customers coming back time and time again, don’t wait for them to call you. You need to stay top of mind, and a great way to do this is to provide them with high-level content.

One of the best ways to get repeat business is to make sure your customers understand the value they receive by doing business with you. In the Repeat phase, you need to consider adding a results review process as well as additional upsell and cross sell touchpoints.

Types of content:

  • Start an auto responder series that provides education on additional solutions
  • Handwritten notes for no reason
  • Send press clippings systematically
  • Customer-only newsletters

Refer

The whole point of the Marketing Hourglass is to turn happy clients into referral clients. To do this, you must build processes and campaigns that make it easy for your brand champions to refer your business.

Types of content:

  • eBooks, videos, or gift certificates that your customers and strategic partners can co-brand and distribute
  • Feature your client stories in your marketing materials
  • Create a hot 100 prospect list and share it with clients for introductions

Keep in mind, you don’t always have to reinvent the wheel when it comes to content development. You can repurpose old content (i.e. turning educational videos into written blog posts) and you can even optimize and re-publish previous well-performing content to give it new life.

Creating content can be time-consuming, but by mapping it out along with certain themes and the customer journey, your life will become much easier.

What types of content do you find helpful in each stage of the journey?

If you liked this post, check out The Ultimate Marketing Engine – 5 Steps to Ridiculously Consistent Growth

Customer Journey Through The Tourney

Happy March, everyone! It is my favorite time of year. Spring weather is here, and March Madness is just around the corner.

While many of us are focusing on buzzer beaters and bracket busters, business owners should be focused on improving the way their businesses get their customers to Know, Like, Try, Buy, Repeat and Refer their product. We call this the customer journey, and we visualize it with a tool called the Marketing Hourglass.

But ignoring basketball this month is easier said than done, I thought I might visualize the customer journey a different way – through the lens of a college basketball fan.

First Four – Know

The First Four is the official kick-off to March Madness, and it begins the Wednesday before the first weekend of the main tournament. This may be the first time you have heard of any of these teams, let alone watch them play. This would mirror the first time a customer encounters your business.

While you watch these early games, be aware of all of the ways new customers may encounter your business for the first time, and imagine different ways to reach more people.

Second Round – Like

The next step is to get this customer to like your business. New fans of basketball teams begin to like the team if they know enough about them to correctly predict a second-round upset.

For your business, you must strive to give potential customers great first impressions. Think about all of those customer touch-points in the previous round. Are there ways to improve the experience to create better impressions?

Third Round – Trust

Getting your customers to trust you is an important step towards turning them into paying customers. The Cinderella team you have been following earns your trust by winning another game. Not only are you rooting for them, but you are starting to believe they have a chance to win it all.

Like the team working hard for an upset, show your customers you are working hard to earn their trust, and they’ll start to believe in your business.

Sweet 16 – Try

Say your favorite new team has made it past the first weekend of the tournament. Games are now stand-alone, so more people are watching and cheering for every team. This is the first time a new fan can truly feel like a fan, a part of this team’s community.

The same goes for your business. Give your customers an experience to try and show them the value of your product. If they like what they experience, they will take the plunge and buy your product.

Elite Eight – Buy

Now it comes time for your customer to buy your product. During the tournament, this may be the stage when a new fan buys a t-shirt or some other memorabilia from the now improbable Elite Eight run.

For businesses, some of you may think this is the ultimate goal. It isn’t. You want to now shift your focus to turning these customers into continuing business.

Final Four – Repeat

Not every team makes it to the Final Four, just like your customers don’t always become repeat customers. The thrill of your chosen team making the Final Four is your reward for your support so far. Win or lose, this is exciting enough you’ll likely want to experience it again in the future. Your business is no different. Reward your customers for their business with great customer service or continued support, and they’ll keep coming back.

National Championship – Refer

This is the biggest step a customer can take for your business. Customers that continually refer your business to their family and friends are the best for the long term viability of your company. For the basketball team, win or lose in the national championship game, you’ll be telling your friends you were there to see their run to the final, and they should be fans too.

Referrals are the culmination of all of the steps that came before, and it is the championship trophy you should be seeking for your business.

Alex-Boyer-Photo-150x150-e1420769709443Alex Boyer is a Community Manager and Content Ninja for Duct Tape Marketing. You can connect with him on Twitter @AlexBoyerKC

4 How to Create the Perfect Customer Journey

photo credit: Reloj.cp via photopin (license)

photo credit: Reloj.cp via photopin (license)

The Marketing HourglassTM is a powerful tool to map out your marketing efforts in a way that makes sense to everyone in your organization. Most marketers view the customer experience as a funnel, but we at Duct Tape Marketing know that the customer experience ideally goes beyond the point of sale.

Mapping it out in this way has helped many small businesses think about and improve upon their method of guiding customers. Having a game plan for your customers to know, like, trust, try, buy, repeat, and refer you is necessary to ensure your customers are taken care of across all levels of the customer journey.

Keeping tabs on how your brand is represented within the Hourglass mindset is equally important.   Follow the steps below to conduct your own Marketing Hourglass Brand Audit: 

Before you get started on the Marketing HourglassTM:

Step 1: Define and sketch the makeup and personality of your ideal clients

Step 2: Discover your perfect value proposition

Step 3: Brainstorm and document your vision and goals

Step 4: Create your brand personality that represents your culture statement

Step 5: Outline branding guidelines – ie colors, fonts, images, etc.

Step 6: Create a brand positioning statement including all the elements above

Once you complete the brand positioning statement, run through the following questions of the Hourglass to ensure your brand is consistent across all stages.  These questions are meant to get you started thinking through each stage. You may want to add more questions in as you go through the process.

Know

–       Do your ads communicate the brand positioning statement? Do they target and connect with your ideal clients?

–       Do your social media accounts have consistent images and messages?  Are they promoted on your website?

–       Are your guest post contributions targeted towards your ideal clients audience base?

–       Are your keywords consistent and focused on monthly themes?

–       Are your local directories complete with your core difference and branding guidelines?

–       Do you have a systemized plan to handle all referrals that come in?

Like

–       Do your print assets include your core message and brand personality?

–       Is your website consistent to your brand positioning statement and your writing style guide?

–       Do your logo and company name represent your brand positioning?

–       Do your business cards include your core difference?

–       Are your email signatures and tag lines consistent across your entire team?

–       Is your vision documented on your website for your ideal clients to relate to?

–       Is your website mobile responsive?

Trust

–       Are your newsletters consistent with your website branding?  Does the newsletter go out on a regular basis and include valuable content for your audience?  Is there an opt-in incentive for your newsletter?

–       Are your email campaigns consistent with you branding guidelines?

–       Do you follow monthly themes on your blog to establish your company as an expert on focused topics?

–       Do you regularly promote and monitor review sites?

Try

–       What is your free or trial offering?  How do you encourage people to sign up for the free trial?

–       Is your follow up for the free trial consistent with your brand positioning?

–       Do your PowerPoint presentations match your website branding?

Buy

–       What is your starter offering?

–       What is your core offering?

–       What is your members-only offering?

–       Do your contracts and invoices match your brand positioning statement?

–       Do you have a detailed new customer kit once someone signs on as a customer?  If so, does this follow your brand positioning?

Repeat

–       What are your add-ons to increase value?

–       What is your “make it easy to switch” offering?

–       What is your surprise gift to encourage repeat customers?

–       Do you have a targeted process to upsell to your current clients?

Refer

–       What are our strategic partner pairings?

–       How do you encourage your current customers to refer?  Do you share your ideal client personas?

–       Does your incentive for referrals tie in your branding and/or culture in some way?

The point of the hourglass metaphor is to get you thinking not only about how to generate and close deals but how to create the best possible experience as part of the plan.

If you liked this post, check out our Small Business Guide to Shaping the Customer Journey.

Sara HeadshotSara Jantsch is the Director of Community at Duct Tape Marketing.  She is also a Marketing Consultant and has a strong passion for working with small business owners.  Interested in developing your own Marketing Hourglass with the Duct Tape team?  Click here to learn why a Duct Tape Marketing plan my be perfect for your business.