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5 Tips to Build Trust Using Content Marketing

1 Dec

Young business woman writing trust building concept. Isolated on white.

There’s no doubt about it: in today’s ultra-connected online community, public communication about customer experience travels fast. Whether good or bad, you can be certain that your business will be the subject of a Yelp or Google Business review at some point in its future.

While the thought of being the subject of a negative Yelp review can make some business owners lose sleep at night, your business’s online content can be leveraged to your advantage if it’s managed correctly.

When a business builds up a decent collection of positive reviews, it seems more reliable to prospective customers based on its positive reputation of credibility and trust in the community. In much the same way, content marketing operates on a similar level of established trust and reliability.

Thought Leaders Generate Trust in their Communities

When you use content marketing to your advantage, you become a subject matter expert in your niche. If the information you publish is reliable, consistent, and compelling to your audience, you’ll benefit from shares, likes, page views, and comments. In today’s social media-dependent marketplace, this type of connectivity helps to establish a high level of trust in your organization.

Consider the following tips when looking to establish a reliable flow of communication and authority in your industry:

1. Become a subject matter expert and a thought leader in your industry.

Focus on delivering hyper-relevant content in your specific niche so your customer base looks to you as an authority. Eventually, you want other businesses in your industry to consider you a thought leader as well, which can generate cross posting across industry experts and greatly improve the visibility of your business. This powerful combination enhances your credibility and boosts your audience’s trust in your brand.

2. Establish your brand voice and tone—and stick with it.

In order to nurture a long-term connection with your audience, you’ll want to infuse your content with a consistent voice and tone. Make sure your content writers have reliable guidelines to present information that is in line with your brand and reflective of your corporate persona.

3. Focus on influencers and connect with them regularly.

When industry experts share your posts and link to your products and pages, your business instantly becomes more credible to a wider audience.

4. Tap into your employees as solution-providers and brand ambassadors.

When you create empathy between your employees and your customers, you establish the foundation for trust. Your customers are human beings looking for a solution to a problem, and as such, they are seeking a connection with someone they can relate to on the other side of the transaction.

When your customers bond with your employees via social media posts and other communication methods, it establishes a relationship with your brand that transcends the cold disconnect that often pervades today’s automated business transactions.

5. Prioritize consistent content delivery.

When it comes to building your business’s reputation as a thought leader in your community, focus on delivering compelling, useful information on a regular basis. Not only does this prevent your website and blog from appearing outdated and stale, it lets your customer base know that you are on top of the latest industry innovations and techniques that present your business as the solution they need.

We’ve all heard the phrase about doing business with people you know, like, and trust. Try to be consistent in your use of these five tips to build that trust. You’re on your own in getting people to like you.

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Our Take From Cleveland: #CMWorld Day Two

9 Sep

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Corey and Kate spent two days at #CMWorld in Cleveland. This is the second of two posts sharing their quick takeaways from the event. If you haven’t seen the first, check it out

Our second and final day at #CMWorld. And, like day one, it was a whirlwind of fresh ideas, new friends and awesome swag. (No stress balls!)

Airborne to KC, we’re chatting about what stood out on our final day. Here’s what comes to mind.

First, a stat: For every $5 spent on content creation, marketers are spending just a buck on distribution.

Does that surprise you? It sure caught our eye. Seems like we should be investing more than four quarters to maximize ROI.

Day two gave Corey the opportunity to talk with Jeff Julian on the Enterprise Marketer podcast.

Jeff and Corey chatted about the efficiency of content being pushed through digital channels, rather than dictated by SEO. They also talked about Google updates and how the company continues to show it’s learning context, which is yielding better content as a whole.

We’ll be sure to share Corey’s interview once it’s live. So, stay tuned.

It’s easy to leave a conference like this brimming with new ideas but unsure where to start. Fortunately, Thursday’s opening panel gave some encouraging words on how to take your content strategy to the next level. Here’s a hint: start.

Stephanie Losee with Visa, fresh from Rio for the Olympics, said it just takes one piece of content to begin. Not a launch party. Not a seven-figure budget. Just one piece of content from one SME conversation.

In the same vein, Jenifer Walsh with GE reminded us that content strategy is a marathon, not a sprint. And, that it takes time to build content traction. So, take a deep breath. You don’t have to have a community of a thousand followers on day one.

Finally, Raj Munusamy with Schneider Electric, told us the mind digests visual content six times faster than text. Six times.

What we heard: Goodbye 10-page white papers. Helloooo visual content that wows! (Apparently we should be drawing you a picture, not writing this post.)

So there you have it. Our initial take on two days of all content all the time.

Would we go again? Absolutely. Would Corey remember Cleveland is hot and humid? No doubt. Would Kate pack less? For sure. (Okay, that’s a lie.)

Keep an eye out for future posts from us. In the coming weeks, we’ll share more in-depth learnings from the show.

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Our Take From Cleveland: #CMWorld Day One

8 Sep

 

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Our #CMWorld day one is done. And, these two first-timers are energized by the networking, excited to leverage what we’ve learned, and, okay, maybe just a little tired.

Here’s what’s caught Corey and Kate’s attention in Cleveland.

First, content marketers as a whole are working more from assumptions than fact.

Consider:

  • 57 percent of B2B marketers say they use audience personas
  • However, a mere 20 percent of audiences being reached have the info and means to purchase

Eighty percent of those receiving marketing messages don’t have the interest or resources to make a buying decision. The takeaway is clear: Relying on assumptions is wasting time and our clients’ money. The importance of research can’t be overstated.

Next, a consistent theme heard across the show is marketers are great at providing clients with solutions … but maybe not-so-great at listening to clients’ problems.

Ian Altman summed it up in his session on how content can accelerate sales: If your product or service doesn’t solve the client’s problem, they don’t care about your features and benefits.

Ardath Albee stressed the importance of understanding client challenges. She said our solutions must meet audiences and their problems along every step of the buyer’s journey.

Seems like a good time to step back and ask: Are we truly addressing clients’ needs or are we just telling them what we think they want to hear?

Additionally, Jeff Julian and Andrea Fryrear delivered a strong message about not thinking about content as campaigns. They stressed failing and winning fast, and using learnings to guide strategy, instead of spending time and money on one-time campaigns.

Finally, Rick Wion shared lessons on transparency and trust from his time at Kellogg’s and McDonald’s. Wion referenced Al Golin’s Trust or Consequences book and reminded us that building trust is like insurance for future issues. Because we all know at some point, there will be an issue.

We’ll close this blog with a fun fact learned today: DYK there’s a McDonald’s employee responsible for tasting eight hamburgers an hour, for eight hours a day, five days a week? That’s a quality control job we’d like to have! And, no, his name is not “Big Mac.”

Bring it on, day two.

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Google’s Continued Mobile Evolution

26 Aug

What B2B Marketers Need to Know About Google’s Latest Updates

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CoreyMorris

Guest Contributor:
Corey Morris, Director of Digital Strategy

We’re getting closer to the day when we no longer separate or distinguish traffic by     device type—when the word “mobile” as an adjective becomes a thing of the past.       Google has been and continues to push forward changes intended to enhance the mobile user experience; consequently, it has become the standard for many web designers to take a “mobile-first” design approach. This week’s announcements are not likely a big surprise to most, but as digital marketers, we do need to take note of them.

First, and most importantly, Google officially published that in January 2017 they will begin evaluating popups and interstitials (aka “interrupters”) to determine whether or not they are too obtrusive to the user experience. If they determine interstitials are in fact too obtrusive, the website will not rank as highly. There are still ways to do interstitials, but it will need to be carefully executed to ensure the mitigation of risk. This is not a blanket statement or policy against popups and interstitials, but one that is focused directly on user experience. There are many tactics for utilizing them that sites currently employ that will not be impacted by this update as they don’t pop up until multiple pages have been visited or after a long enough delay, so as not to negatively impact the initial experience after landing on a mobile page from search results. Note that Google will be looking for this when indexing pages and judging the experience of users coming from a search results page.

We know that the initial experience for a user is important to Google (and should be important to us as well as webmasters), as Google does factor page load times into search rankings. There have also been debates in the past about Google’s use of stats on users bouncing back to the search results page quickly after clicking on a result as a negative factor for rankings (I won’t get into the heated SEO debate on that in this article).

The second and less significant update posted by Google this week is encouraging. With the “Mobilegeddon” event being far enough into the past, Google is now going to remove the “mobile-friendly” tag from mobile search results, as nearly 85% of sites qualify. This is a minor move and continued evolution of mobile becoming the norm in search results.

To read Google’s full announcement, click here.

If you missed my article last week about the significant Google AdWords change to text ad formats (also driven by mobile usage), you can read about that topic here.

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Oh Snap!

30 Jun

Is Snapchat the Next B2B Marketing Tool for Your Brand?

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For those who aren’t familiar with the mobile app, Snapchat, it is a multimedia app with more than 100 million users, that allows you to send brief digital content for in-the-moment experiences.

The challenge that marketers face today, whether it be B2B or B2C, is that you have to be involved with all of the different social media platforms in order to evolve. Many people fail to see how Snapchat can be another tool for B2B marketers, or do not take it seriously as a mainstream content contender, but they could be seriously missing out. Snapchat is not likely going away anytime soon, so to simply ignore it and say “well, that’s not where my customers are,” is simply an oversight, because whether they are on Snapchat for business or personal reasons, they are still there engaging with your brand. I recently heard the Global CMO for GE, Linda Boff, speak at #BMA16 and loved her point that:

     “Customers don’t log on to a different internet at night.”

With Snapchat being one of the fastest growing platforms out there, it provides your company the opportunity to better understand your audiences’ changing needs and desires and to get a summary on what has happened in the last 24 hours. Just this month, the app released a new API that will not only enable brands to purchase 10-second video slots, but will also allow your business to track who is coming into contact with your brand’s experience on Snapchat.

Now, what can B2B companies utilize it for? Most of the time social media platforms all get lumped together and treated as the same, when in reality, they accomplish and approach things in very different ways. How you communicate on Facebook is different from Pinterest, which is different from Snapchat—and people go to those channels for a different purpose. Facebook is more of a browsing, news and social outlet whereas Pinterest is very purposeful and very niche for different individual interests. Snapchat is a different way for you to communicate who your brand is through creation of stories that will add value to your audience. Understanding how to use the platform will make it easier for you to create appropriate content.

People no longer want bullet points from companies on the features and benefits of your product and why it’s so amazing. With so much parody in products and price, you cannot break through to customers without providing something different and showing that you are a brand that can engage with them.

It is important to recognize that with platforms such as Snapchat, Vine, and Instagram, B2B marketers need to start acting like media companies. Snapchat really isn’t a space for traditional and glossy advertisements, it is a source for creating awareness and experience for your brand because your audience has become more savvy and are aware when they are being “sold to.”

Snapchat is very experiential, very in the moment and therein lies the major opportunity. So, if you’re at a tradeshow, or a conference, or you are doing a demo, you can post behind-the-scene videos and pictures to invite your audience into that experience.

How do people interact with your product? B2B has a lot of manufacturing involved; if you are in that space, seeing how a machine works, how it provides a solution, how it makes somebody’s life easier—you can show that visually with a video, a picture, you could time stamp it, or you could create your own geofilter. If you’re a larger corporation and seeking to humanize your brand, then you can find ways to further build on a relationship with your audience. Is the CEO going to engage in a 10-second Snap that will resonate with who your brand is and create personality for your brand? The options are limitless and the rule book is out the window.

While Snapchat may not be the end-all-be-all for your marketing approach, its strong digital profile can organically create a sense of content urgency like no other platform. Because of the way content disappears after 24 hours, and keeps the length of stories very short, consumers are more likely to keep coming back for more.

Lastly, the assumption that Snapchat is primarily for millennial entertainment purposes does not discount the app’s value from a business standpoint. Millennials are becoming more and more active in the industry and they will continue to seek information and entertainment through channels that they know. A recent survey found that Snapchat is more popular than Facebook among 72 percent of millennials. It is important to play the long-game and plan for the future, because while Millennials may not be your biggest customer segment, they will become that in the future, and what they’ll remember is how your brand’s experience made them feel through its social presence.

Whether your B2B brand is geared toward the building industry, healthcare professionals, or something else entirely, developing and utilizing a consistent Snapchat strategy will create brand loyalty and can generate awareness through engaging your audience with unique content.

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