Open Enrollment | Subscribe to Target Marketing HERE
Connect
Follow us on
Advertisement
 
Wendy Montes de Oca

Muscle Marketing

By Wendy Montes de Oca

About Wendy

Often referred to as the "marketing maven" by industry peers, Wendy Montes de Oca, MBA has nearly 20 years of experience in marketing, media, and publishing with expertise in multichannel, direct response, and Web marketing. Wendy has generated more than $150 million in total revenues for Fortune 500 companies, top publishers, consulting clients, and her own firm, Precision Marketing and Media, LLC. She is the creator of the groundbreaking SONAR Content Distribution Model and author of the best-selling book Content Is Cash: Leveraging Great Content and the Web for Increased Traffic, Sales, Leads and Buzz [Que Publishing, Paperback].
 

The Integrated Email

Cyndie Shaffstall
The Problem With A/B Testing
Jan 26, 2015

This week we set up an elaborate A/B test on subject lines. I liked "How 1.75 Billion Mobile Users See...



Making Social Sell

Jeff Molander
Making LinkedIn Sales Navigator Work for You
Jan 23, 2015

LinkedIn Sales Navigator can be great investment. But recovering the money you invest means having an effective, repeatable way to...



Direct Mail for the Modern Marketer

Summer Gould
5 Tips for Effective Multichannel Campaigns
Jan 22, 2015

Your audience is in more than one place—you need to be too. Multichannel marketing means reaching your audience across more...



Reinventing Direct

Gary Hennerberg
5 Positioning Ideas When Leading With Price
Jan 21, 2015

What works best? Selling product benefits, then revealing the price? Or revealing the price, followed by selling benefits? There are...



Brand Matters

Andrea Syverson
Redefining the Art of Minding Your Ps and Qs
Jan 20, 2015

You know hospitality when you feel it, or as officially defined by dictionary.com it's "the quality or disposition of receiving...



Big Data, Small Data, Clean Data, Messy Data

Stephen  H. Yu
How to Be a Good Data Scientist
Jan 15, 2015

I guess no one wants to be a plain "Analyst" anymore; now "Data Scientist" is the title of the day....



Marketing Sustainably

Chet Dalzell
Golden Nuggets: Advertising’s ‘Data’ Wave Has Arrived
Jan 19, 2015

When I look at the world of advertising, by way of my career path through the Direct Marketing Association and...



The Power Punch

Carolyn Goodman
How to Treat a Client
Jan 16, 2015

Over the holidays, I relocated my office a few doors down the hallway in order to accommodate some staff changes....



Mobile-First Marketing

Greg Hoy
5 Mobile Marketing Trends You Can't Ignore in 2015
Jan 14, 2015

I don't have to tell you that we are living in a mobile-first world that continues to drive brands to...



IMM-Possible ROI

Stephanie Miller
3 IMM Trends to Watch in 2015
Jan 13, 2015

Happy New Year! As we look ahead this year with confidence in our ability to reach those aggressive goals and...



Ruthless B-to-B Marketing

Ruth P.  Stevens
Exciting New Tools for B-to-B Prospecting
Jan 12, 2015

Finding new customers is a lot easier these days, what with innovative, digitally based ways to capture and collect data....



Keeping Search Profitable

Amanda G. Watlington, Ph.D.
Setting SEO Strategies and Priorities for 2015
Jan 6, 2015

As you turn the calendar to 2015, it is time once again to revisit the SEO successes or unmet challenges...



The Data Athlete

Mike Ferranti
Data Athletes in Modern Organizations
Dec 16, 2014

Let's look at the ideas, insights and strategies for becoming what I have termed a "Data Athlete." This term has...



Here's What Counts

Chuck McLeester
How Do You Spell ROI?
Nov 20, 2014

Return on Investment: Everybody's talking about ROI, but not everyone agrees on what it is. Given the various ways that...



Marketing Nuggets

Michael Lowenstein
Marketing Success Is (Almost) All About the Data: Optimizing Customer Loyalty Behavior Initiatives
Oct 7, 2014

Much of what I've learned over the years about sales, marketing and customer service has to do with the critical...



Triple Venti Dolce Data...

Vince Pickett
Clue Me In, Please
Aug 21, 2013

So here we are, halfway through 2013. You, along with everyone, are still trying to find that magic formula to...



Who's Your Data?

Rio Longacre
Instagram: Does It Matter That It Will Make Money on Your Pics?
Dec 19, 2012

Instagram announced the company will soon begin using your content to sell targeted advertising products to the highest bidder. Does...



SEO & Content Marketing Revue

Heather Lloyd-Martin
5 Tips for Top Positioning (And Converting) Page Titles
Aug 11, 2010

Wondering about a SEO content strategy that offers the biggest impact in the shortest time? Try tweaking your page titles....



Yblog

Yory Wurmser
Privacy in the Age of Big Data
Jul 10, 2013

Consumers reveal more than ever before consciously through social media and, just as importantly, unconsciously through their behaviors. This data...



The Whole Magilla

Ken Magill
What Marketers Can Learn From Maine's Political Email Idiocy
Feb 24, 2012

It finally happened. Politicians' idiotic email practices had a measurable negative effect. "Maine Republican Party chairman Charlie Webster has admitted...



Online Video Marketing Deep Dive

Eve Grey
Are Your Videos Champions of Your Brand?
Feb 3, 2014

If you advertise in an ordinary way, it's safe to expect ordinary results. However, when you take the extreme and...



Think Mobility

Greg Hickman
‘I Can't Because, I Need ... ’
Oct 7, 2013

Does this sound like you? Have you ever set up a goal, but then realized (either quickly or too late)...



Denny Hatch's Blog

Denny Hatch
The Internet Can Make You a Chump—Forever!
Sep 25, 2010

Trouble is, the Internet is rife with misinformation and if you get caught advertently or inadvertently propagating this nonsense in...



7 Customer Survey Tips, or How to Know Your Customer For Increased Leads & Profits

 

Ask any business owner and they'll tell you, one of the most important rules of thumb is "know thy customer" (KTC).

Knowing who your customers are—not just on a superficial level, but also on a deeper level—is fundamental for business longevity. It can help your business with most any targeted marketing efforts such as social media marketing (communities with like-minded interests), direct mail and email list selection, copywriting, media buying, affiliate marketing and more. It can also help with bottom-line goals such as bonding, lead generation and sales.

For many years, I've found the best way to KTC is implementing periodic customer surveys, then creating a "customer profile" sheet. Ideally, you want to survey at least two times per year, especially after large attrition or list growth.

The profile sheet is important, as it's a quick reference of your "Joe and Jane" customers, as well as your ideal 'target' lead. After all, your prospecting efforts should be a reflection of your current customer base.

But surprisingly enough, not every business knows how to effectively implement and data-mine its online surveys and the respective results.

Here are some quick tips to get the best performance from your customer surveys for business growth and retention:

1. Keep surveys easy and short. The ideal length should be no longer than 10 to 20 questions and questions should be easy to answer. That means thinking of typical questions and having pre-populated multiple choice answers that only need a mouse click.

2. Go 360. Questions should cover demographics, geographics and psychographics. Also, for potential joint venture or advertising opportunities, it's smart to also ask some competitor and purchase-behavioral type questions.

3. Segmentation is key. Send at least two separate emails to your list. One survey to paying customers and one survey to non-paying customers (leads). It will help later to have these two segments separated when you review response results. If one segment is less responsive than another, you can isolate future "bonding" strategies.

4. Offer incentives. I like to offer free, immediate and easily accessible gifts for survey participation after completion of a survey. Once users submit their last response they are redirected to a download page to free reports or similar. People are taking time out of their schedule and should be "rewarded" accordingly.

5. Be creative with the email subject line. I've found that response is greater if the focus of the subject line is more on the reward, rather than the goal. Readers respond better to the mention of freebies and gifts (the "what's in it for me"), than asking for survey completion. Survey subject lines are viewed as clinical and boring, thus glared over in the inbox.

6. Embrace online tools. Use an easy, cost-effective online survey, such as SurveyMonkey.com. There's different options and price points, varying on need and robustness. But ideally, you'd want to be able to collect emails and tie responses down to the user (email) level.

7. Allow feedback. Always have an "other" field for open comments. People like to either vent or add praise, so don't limit them with only having all multiple choice. I tend to make this option the last question.

If you've set up your survey correctly where you can drill down responses to the user (email) level, you can then created "buckets" (categories) of common themes. For example, buckets could be based on RFM (recency, frequency or monetary) or on other categories such as interests.

You can then use this information for database marketing efforts and send more personalized messages to your list by group (or "bucket"). This targeted marketing approach has been proven to increase open, click, response and conversion rates by more than double!

Not surveying your list is really doing a disservice. You are not really getting to know your customers; thereby, aren't offering your best editorial or promotional messages, or creating the best products.

If you're truly looking for better retention, more customer engagement, and increased sales or leads, then make the time to survey your list.  

If you've never done this before, then you're truly leaving money on the table, my friend.

Sections:

COMMENTS

Click here to leave a comment...
Comment *
Most Recent Comments: