Admit You're a Hack

In the modern world of business, it is useless to be a creative,
original thinker unless you can also sell what you create.

— David Ogilvy

Jay Baer, president of Convince & Convert, wants you to believe storytelling is hack work.

"I’m absolutely on board with storytelling as a content marketing device," he says. "But just because you understand story arcs and can riff on Joseph Campbell doesn’t mean you’re now Francis Ford Coppola or William Faulkner. Content marketing is a job, not an art form."

I suspect Baer doesn't know that Faulkner, with over a dozen dependents to support, wasn't above sports writing, travel writing, and movie scriptwriting (he's credited for, among other films, The Big Sleep).

But I get Baer's point: marketing's kind of storytelling ain't art-making; it's hack work.

"I see more and more content marketers straying from this perspective," Baer says, "thinking that they are newfangled hybrid players, straddling the line between fine art and commerce. They are not.

"The only job that content marketing has is to create behaviors among target audiences that benefit the business. Content must prod behavior, or it’s a useless exercise."

Or, as my agency's website says, "“It’s not creative unless it sells."

How to Refine Your Retargeting

Retargeting yields B2B marketers stronger results when linked to precise goals, says Demand Gen Report.

Retargeting experts insist the technique should not be considered a marketing channel unto itself, but a tactic that can reinforce other channels such as social, email, direct mail, telemarketing, and face-to-face.

An account-based approach to retargeting (limiting your ad targets to a list of prospects at specific companies) also boosts results.

"With an account-based approach, companies can identify the accounts that can have the biggest impact on their business and focus retargeting on those companies," says Peter Isaacson, CMO, Demandbase. 

That approach lets marketers personalize retargeted ads based demographics like industry and company size, and on product interests.

Retargeting should also be linked to speedy follow-up by salespeople.

"Too often, marketers focus on ads only," Isaacson says. "But to drive business metrics, you want to make sure there is triggering sales activity. This includes triggers to bring in sales development reps and account development reps to get involved and tie these initiatives to potential bottom line revenue."

Collateral Damage

Until the autopsy results come in, we can only guess why Steve the Security Robot drowned this week in Washington, DC.

May he Rust in Peace.

Automation—including marketing automation—is only as good as the weakest link in the process.

The weak link in marketing automation is content.

Marketers go to all lengths to create pretty logos, websites, blogs, banner ads, brochures and tradeshow booths, but allow marketing automation to sully their brands.

They program Mark the Marketing Robot to:

Annoy prospects. They program Mark to assume a form-fill means the prospect welcomes one or two cloying emails every single day for 20 days. Trust me, she doesn't.

Confuse prospects. They program him to send long-winded, self-absorbed emails that spew largely irrelevant product features. They never bother to communicate a core—or convincing—value proposition; only a lot of sales-talk.

Offend prospects. They program Mark to send emails with click-bait Subject lines, unproven or exaggerated claims, typos, grammatical errors, and pointless and presumptive closes.

It's no wonder so many CMOs struggle with marketing automation.

It's the content, stupid.

When You're 64

My wife and I frequent a farmers market Sundays in Dupont Circle, and often buy from a local pickler named Number 1 Sons.

The pickler's stand is run by 20-somethings who inevitably ignore me until I go all geezer on them and crabbily insist on making my purchase.

I'm not alone in taking it personally.

According to a survey by AARP of 61- to 69-year old Americans, 21% say they feel invisible around Millennials, and 10% say they receive slower service at stores and restaurants.

Fifty years ago, Sir Paul McCartney's lyrics to "When I'm 64" seemed so sweet.

Every Boomer would relish aging, he implied, just as long as "you still need me."

Things aren't quite working out that way.

But there's more than sour grapes in my tale.

There's a business lesson.

The late novelist Pat Conroy once told C-SPAN, "Every industry is going to be affected by the aging population. This creates tremendous opportunities and tremendous challenges."

He was right—especially about the opportunities.

The GI Generation didn't put up with crap service. Why would Boomers? We ended an unjust war; elevated women, blacks and gays; invented heavy metal and punk rock; and created the Internet.

Hey, Sonny: If you want to disrupt, try disrupting discourtesy.

NOTE: July 19th marks my 64th birthday.

The Hidden Presuaders

Vance Packard's 1957 best-seller The Hidden Persuaders convinced Americans that midcentury admen were gobbling up CIA-sponsored research studies and using the results to prey on consumers' frail and listless minds.

The title's "hidden persuaders" referred to subliminal messages, which Packard insisted made midcentury ads irresistible.

Cynical admen were embedding lurid words and racy images in ads for things like laundry detergents, cars, whiskies and cigarettes, in order to trigger customers' Freudian desires for pleasure, he claimed.

Ad agencies, Congress and the FCC scoffed at the idea, but the reading public embraced it.

Everybody loves a conspiracy, as Freud would say.

Flash forward 70 years and Robert Cialdini's best-seller Pre-Suasion provides a new generation of marketers the ammo they need to prey on customers.

Pre-suasion is a technique for gaining agreement with a message before it’s sent. 

Drawing on hundreds of social science studies, Cialdini makes two principal arguments:

1. To persuade a customer to make a certain choice, the marketer must first trigger a mental association that implies "change is good;" and


2. The factor most likely to determine the customer's choice is the one a marketer elevates in attention moments before the decision.

According to Cialdini:

• To get a customer to like you, first hand her a warm drink.


• To get a customer to help you, first ask her if she considers herself a helpful person.


• To get a customer to try your untested product, first ask if she loves adventure.


• To get a customer to buy a popular product, first show her a scary movie.


• To get a customer to buy an expensive product, first ask her to write down a number higher than the product's price.


• To get a customer to think about your proposal, first show her a photo of Rodin's The Thinker.


• To get a customer to buy French wine, play French music as she enters the store.

"The key moment is the one that allows a communicator to create a state of mind in recipients that is consistent with the forthcoming message," Cialdini says. It’s the moment in which we can arrange for others to be attuned to our message before they encounter it."

DO YOU KNOW? Movie-goers were traumatized when The Exorcist premiered in 1973. Many fainted, vomited, and fled from theaters in the middle of the picture. That's because William Friedkin laced the film with horrific subliminal images.

Gamification Supercharges Tradeshow Exhibits

Only connect! That was the whole of her sermon.

— E.M. Forster

Seven of 10 Americans believe attending events connects them to others, according to a recent survey by Eventbrite.

Among Millennials, that proportion's even higher—8 of 10.

Seven of 10 Millennials also believe events expand knowledge better than online content does, the survey reveals. And 1 of 2 attend events to have experiences they can share on social media.

For Millennials, attending events "is all about projecting to your social media network, and painting a picture of a phenomenal lifestyle," event planner Aubri Nowowiejski told Skift. "They chase experiences over things to get those likes and comments and interactions, and that dopamine fix."

If you accept Eventbrite's findings, exhibit marketers who help Millennials polish their personal brands will come out winners at tomorrow's B2B events.

Gamification is the secret sauce.

By offering them high-yield opportunities to enrich their personal brands, gamification counteracts Millennials’ unfortunate reluctance to engage in the "real world" of sales conversation.

Gamification makes networking fun and unintimidating—and delivers the all-important dopamine fix that comes when a Millennial wallflower can update his social media feeds.

One ready solution for exhibitors is PLAYBOOK, a lead-gen system that marries pre-show marketing with gamification.

With PLAYBOOK, exhibitors can not only attract large crowds of fun-seeking prospects to their booths, but get them to look up from their phones long enough to engage in conversation.

DISCLAIMER: I'm a bit biased in favor of PLAYBOOK, because it's the creation of Bob & David James. Learn more here.

Getting Inside Attendees' Heads

B2B CMOs have struggled to measure events with the same precision they measure digital.

Mobile apps could change that.

Not only do they let exhibit marketers engage attendees and personalize events for them, many mobile apps can be used to track face-to-face engagement, and further nurture customers and prospects.

One example: Showcase XD.

This simple iPad app lets tradeshow attendees explore an exhibiting company's products—through videos, demos, photos, drawings, and other content—while visiting the company's booth.

Meantime, the app is gathering and sending the company "digital brain scans" of the attendee that reveal his or her actual interest in the products.

The company can use the analytics after the show to decide, among other things, what marketing automation score to assign the attendee.

One company isn't waiting for the show to end.

IBM uses mobile apps to track attendees' interests and harnesses Watson to make product and activity recommendations—such as downloading a trial code—on the spot, by comparing attendees' pre-show interests with the products they engage with at the exhibit.

While no one can guarantee a CMO ROI before an event, keeping tabs on attendees' interactions though a mobile app—and using the analytics to feed the company's marketing automation or CRM system—can produce real results.

Sales' Secret Weapon

There's a time to groom and a time to go for it.

If you only groom prospects by sending them emails and posting cute pictures on social media, you'll wind up the dateless wonder on prom night.

Sales' secret weapon isn't so secret.

It's not even a weapon.

It's your phone.

Selling is all about engaging prospects in conversation. Social media can do that, but only in a shallow way.

If your outbound marketing doesn't spur lots of inbound phone calls, then you're just marketing. You're not selling.

So if you want to sell, pick up the phone for at least an hour a day and dial. You won't reach many prospects, so leave voicemail messages. Here's mine:

Hi, this is Bob James… 202.641.5131. Hope your day’s going better than mine. Look, I need money to pay for my art classes every Saturday… so I’m hoping you’ll hire my ad agency. Bob and David James… at BobandDavidJames.com.

Rinse, repeat.

You might also follow every call with an email or LinkedIn connection request.

If you need more guidance, read Dan Pink's remarkable book, To Sell is Human.

It's up to you to build your own pipeline. To do so, you must set aside at least an hour a day for outbound prospecting on the phone. Build your brand in the other hours.

Heads Up

Repeat customers produce 41% of revenue, according to Forrester.

Yet B2B marketers spend nearly all their money on lead gen.

Jay Baer at Convince & Convert calls it a Ponzi Scheme.

The fault lies with senior management: it makes lead gen marketers' key performance indicator.

Baer hopes "all B2B marketers muster the courage to look beyond the monthly and quarterly sales-qualified leads numbers that dangle over their collective necks like a guillotine."

You should spend more marketing money on retention.

Just a heads up.

Speed

The race is not to the swift or the battle to the strong.

— Ecclesiastes

Before you agree with Solomon, consider: 50% of sales are closed by the B2B sales rep who's first to call back an online lead, according to CEB.

That's daft, when you think about it. Speed is more important to a lot of B2B customers than efficiency, effectiveness, professionalism, or product knowledgeable.

You snooze, you lose.

And lot of reps are asleep.

According to Harvard Business Review, B2B reps take an average of 42 hours to get back to an online lead.

That's crazy, HBR says, given that the reps who call within 1 hour are 7 times more likely to reach the lead than reps who take 2 hours to call—and 60 times more likely than reps who take 24 hours to call.

According to Salesforce, 87% of B2B customers expect a rep's text-message response within 1 hour, and 67% expect a rep's email response within 1 hour. According to Shopify, 77% of B2B buyers won't wait more than 6 hours for a rep to respond.

With that degree of impatience, it's no wonder the race goes to the swift.

Reps need to wake up and quit ignoring online leads.

They may not all be qualified, but they're apparently ready to buy.

Little and Good is Twice Good

Even if you cover your ears, 10 seconds into the presentation, you know the rep is an extrovert.

There's too much copy on her slides.

Whether writing or speaking, extraverts cannot grasp Mies' motto, "Less is more."

Adam Grant studied 300 salespeople and proved extroverts underperform both introverts and "ambiverts,” because they can't practice restraint.

Extroverts leave themselves "vulnerable to appearing too excited or overconfident," Grant says, and wind up overselling.

They'd do well to heed the words of the 17th century writer Baltasar Gracián, who advised colleagues to "leave off hungry."

"Demand is the measure of value," Gracián says. "Even with regard to bodily thirst, it is a mark of good taste to slake but not to quench it. Little and good is twice good. The second time comes a great falling off. Surfeit of pleasure was ever dangerous and brings down the ill-will of the highest powers. The only way to please is to revive the appetite by the hunger that is left."

In other words, be brief, and leave customers breathing room to consider your proposal.

Little and good is twice good.

"If you must excite desire," Gracián says, "better do it by the impatience of want than by the repletion of enjoyment. Happiness earned gives double joy."

Or as the showman P.T. Barnum said, "Always leave them wanting more."

Jesus Lied

If you believe Seth Godin, all marketers are storytellers and all storytellers, liars.

History's most famous storyteller, perhaps, is Jesus Christ, which would also make him history's most famous liar. Jesus told parables, allegorical stories that aim to teach.

Among his best-known is "The Good Samaritan." The parable teaches neighborliness and goes like this:

A man was traveling when he fell among robbers, who stripped him, beat him, and left him half dead. A priest who was also traveling the road saw the man and passed by him. So did a Levite. But when a Samaritan came upon the man, he took pity and stopped; he bound his wounds after pouring oil and wine on them, and set the man on his own beast and brought him to an inn. The next day, the Samaritan gave two denarii to the innkeeper and said, "Take care of him; and whatever more you spend, I will repay you when I come back." Which of these three, do you think, proved neighbor to the man who fell among the robbers?

Well-told, the parable can be a powerful way to put across a lesson, as contemporary storytellers like Malcolm Gladwell know. Perhaps every salesperson's favorite parable is "The Stingy Customer." It warns against false economy and goes like this:

A rep received a call from a prospect. He told her he wasn't going to hire her company, but instead pay three college students to build his company's shopping cart. He also told her he was nobody's fool: her fees were too extravagant. Four months later, the man called again and asked the rep to look over the students' code, which worried him. The rep saw the students had taken shortcuts, making the application sluggish and easy to hack. With little experience a hacker could steal all the customers' names, passwords, credit card numbers and CCIDs. The rep wished she'd told him four months earlier, "If you think it’s expensive to hire a professional, wait until you hire an amateur."

TED organizer Chris Anderson says the parable "can entertain, inform and inspire all in one." But he cautions parable-tellers to avoid preaching. "You don’t want to insult the intelligence of the audience by force-feeding exactly the conclusion they must draw from the tale you’ve told," Anderson says. "It’s important to test your material on someone who knows the audience to see if it lands with clarity, but without clumsiness."

Always Be Closing

Close your emails with an expression of gratitude and you'll boost the chance of response by 36%, according to a study by Boomerang.

While there are lots of ways to say "thanks," the software company sampled the closings in 350,000 emails and concluded these three expressions are the top performers:

• Thanks in advance garners a 65.7% response
• Thanks garners a 63% response
• Thank you garners a 57.9% response

There must be 50 ways to leave your reader (Forbes says so, anyway).

But the above three work best.




HAT TIP: Thanks in advance to Mike Hatch for suggesting this post.

Website Bogged Down?

In the past 150 years, peat farmers in northern Europe have found about 1,000 so-called bog men, those accidentally mummified curiosities now thought to have been failed kings.

Your customers have a better chance of finding a bog man than they do your website, if your site's outdated.

That's because Google feeds on freshness, says Michael Brenner, CEO of Marketing Insider Group.

And because freshness equals relevance to Google, you have to keep your site fresh. You need to:

• Attract new backlinks from other (authoritative) sites.
• Add new pages to your site (20-30% more each year).
• Publish new content consistently.
• Freshen up your old content regularly, revising outdated statements, fixing broken links, adding new visuals, etc.
• Encourage and respond to comments.

When ranking your site, Google loves to see steady increases in click-throughs and dwell-time. You won't earn those, unless you keep your website fresh.

Your old content may once have been king. Today it's just a curiosity.

Give and Take

There are only two types of speakers in the world: the givers and the takers.

Why the takers don't "get it" mystifies.

You can plug your ears and still spot a taker by observing his audience. Everyone's mobile comes out within the first 120 seconds.

"Reputation is everything," Chris Anderson says in TED Talks.

"You want to build a reputation as a generous person, bringing something wonderful to your audiences, not as a tedious self-promoter. It's boring and frustrating to be pitched to, especially when you're expecting something else."

TED actively discourages speakers even from subtle pitches, such as mentioning a funding shortfall or using a book as a prop.

Anderson compares the encounter with a taker at a conference to the coffee break you agree to have with a friend who within minutes reveals she wants to tell you all about her "must-invest time-share scheme."

Giving, on the other hand, evokes a response. Delivering stories, insights, humor and revelations leaves audiences ready to buy.

Neither Captious Nor Weasly Be

When it comes to customers, don't be captious. Niggling gets you nowhere.

How many times have you contacted sales or customer service, only to be informed you've called the wrong line? Or told to fill out some online form first? Or made to feel a fool, because you don't know if you have Version 4.2?

When conversing with a customer, be sensible and humble. To show off your knowledge blunts your effectiveness.

And when it comes to customers, don't weasel. Weaseling destroys trust.

If you need to make a point with a customer, make it clearly, concisely, candidly.

How many times have you contacted sales or customer service, only to be informed the price isn't actually available, the product doesn't really work, the warranty is never, ever applicable? "You'd have known that, if you'd seen the fine print."

When conversing with a customer, be sincere and straightforward. To squirm out of every promise makes you a weasel. And the weasel is a threatened species.

Call Me

Nearly all B2B marketers (94%) plan to use content in 2017, according to a new survey by SnapChat.

But 40% lack the resources to create enough content to make any difference to their success.

B2B marketers have flocked to content because it works.

In 2016, as a result of using content, 50% of B2B marketers saw open rates increase by at least 20%; and 65% saw click-through rates increase by more than 5%. Substantial improvements!

B2B marketers' failure to produce more content puzzles me.

Time and again, I see them waste good content—or, more accurately, ignore opportunities to extend or repurpose that content, and profit from what they already have on hand.

The remedy's pretty simple.

Pick up the phone and just call me. You don't have to go without.

Happy New Year!

B2B Marketers are Freaking Out

B2B Content has reached petrifying proportions. Marketers are freaking out.

As Rebecca Spary says in Smart Selling Tools, "the current content cycle is fundamentally broken."

Like food in America, millions of tons of fresh content are being shipped every day, only to wind up in the landfill (or what Gary Slack calls the "brandfill").

Salespeople—three in four, anyway—blame marketers: they produce content that looks tasty, but is irrelevant to buyers. In reality, that assessment is baseless, because nine in 10 companies don't own a searchable CMS. No one can search for content based on relevance.

And it doesn't help that most salespeople are numbskulls. Only:

• 62% understand their own companies' products
• 25% understand their buyers' businesses
• 22% can position themselves as trusted advisors
• 21% believe they have relevant content to share with buyers

CMOs are supposed to align the two parties.

That's no mean feat, considering each is rewarded for different things (marketers for accumulating vanity metrics like traffic, likes and followers; salespeople for closing business at any cost).

Until CMOs can hold both parties to new standards—marketers for their efficient contribution to pipeline and sales for closing profitable deals—little will change.

Please Say When You are Feeding the Fish

nOnly 2% of B2B sales are closed the first time buyer and seller meet.

The other 98% require the patience and persistence of a great teacher—anathema to most salespeople.

Remember Mr. Rogers' penchant for explanation?

No matter the activity, he took pains to explain what he was doing—a technique he adopted for the benefit of the blind, after a 5-year-old girl named Katie wrote to him:

Dear Mister Rogers,

Please say when you are feeding your fish, because I worry about them. I can’t see if you are feeding them, so please say you are feeding them out loud.

Do you have the knack for explaining your value proposition to prospects each and every weekday?

Or do you cast about for the 2% of deals you can close in one fell swoop?

Good luck with that.

Crap Content Portends Crap Customer Care

A friend once told me he paid a call on a prospect while battling a sudden-onset flu. My friend was ushered into the executive's office and promptly threw up on the man's desk. Not surprisingly, he didn't close the sale.

When you publish crap content—ungrammatical, tortuous and jargon-heavy—you kill sales, just as surely as my friend did.

Crap content portends crap customer care.

Need proof? Then consider the following, courtesy of the crap-content creators behind United Airlines' blog, Hub:

Top 5 things to know about the United Polaris experience

We're very excited about our brand new international premium cabin service—United Polaris first and business class—which offers comfort and relaxation for restful sleep in the sky. To make sure you know what to expect with United Polaris travel, see below for a few key reminders. You can learn more at united.com/Polaris.

1. Service


2. Lounge


3. Seat


4. Amenities


5. Cabin names


What makes this crap content?

• Prolixity. Why does the blogger use superlatives to excess? He's not "excited," but "very excited." The service isn't "new," but "brand new." It doesn't provide "comfort," but "comfort and relaxation." The blogger doesn't offer "reminders," but "key reminders."
  
  
• Jargon. The blogger packs the 180-word post with jargon like "long haul," "roll out" and "soft-launched."
  
  
• Nonsense. Planes fly, but since when do "seats take flight?" What the hell are "sleep-focused amenities?" And who really cares that United has renamed its first-class cabins?

Crap-content creators like United's will say: Who cares? It's only marketing content: here today, gone tomorrow. Their indifference reflects the brand's values to a T.

They'd be well served to take the advice of critic Alexander Woolcott:

I count it a high honor to belong to a profession in which the good men write every paragraph, every sentence, every line, as lovingly as any Addison or Steele, and do so in full regard that by tomorrow it will have been burned, or used, if at all, to line a shelf.