WesHanson.com

Marketing

You Get the Writing You Deserve

Was there ever a more pernicious statement than “you get what you pay for”? How many times have you sat in a $250 plane seat and find out the guy sitting next you paid $129? How often have you discovered, too late, that you didn’t have to pay that much for that steak? Or to have that website re-vamped?

Or consider “crime doesn’t pay”: did the person who spun that yarn even read history? … Hello? And how about that howler “cheaters never prosper”? Of course they do — even if the cheaters don’t recognize themselves as such because they feel entitled and may even have the power to set or change the rules that legalize their personal advantage.

Oh, that’s so depressing. Just ignore that. What you don’t know won’t hurt you, right? Oops, there we go again.

The problem with truisms such as these is they don’t make it all the way to the truth. Good writing helps brings you to that point.

Good writing is inseparable from the truth. As such, its purpose is less to communicate (anyone can spread lies) than to prompt clear thinking. You can’t do that if you lazily rely on cliche and superstition.

So when you find yourself in need of thoughtful professional writing, rely on PubArts instead.

Finally a Use for the Internet: Complaining With Effect

Social media is attracting more and more older people. Social media is great for complaining. … Coincidence?

I kid. But really, a phenomenon is afoot. A recent survey conducted for the Pew Internet & American Life Project found that social media use among those 50 and older zoomed from 22 percent in 2009 to 42 percent by 2010.

That study found that Internet users aged 50-64 almost doubled their use of social media to 47 percent (with one in five saying they check social networks daily, also up 100 percent). Social network use among those 65+ doubled to 26 percent (with those checking in daily more than tripling to 13 percent). Meanwhile those 18-29 (a.k.a. the youngsters) are slowing down (if only because they’re already such heavy users). Social networking among that group went from 76 percent in April 2009 to 86 percent in May 2010.

A separate Pew study (they’re very inquisitive people) found that Americans ages 70-75 who were online increased from 26 percent in 2005 to 45 percent in 2009.

[Update: The average age of a Facebook user is 38 years old, according to statistics compiled by Flowtown and publicized by Pamorama, http://bit.ly/9FDtvQ. For a company that started exclusively with college students, more than 60 percent of its users are now older than 38. The average Twitter user is 39, with 64 percent being 35 or older.]

Back in the day, with dates designated as b.c. (before computers), people would complain by writing a letter. Then as civilization progressed, they would make a phone call – and talk to a real person. In their own country. Eventually, however, the computer age made it possible to be ignored in a whole new way: email.

Companies might be wistful for those days. Facebook and Twitter in particular have empowered consumers and voters to view their opinions very quickly and often with great effect. Stories abound of people impotently complaining in (increasingly) old fashioned ways – and then getting a corporate response within minutes after using Twitter or YouTube instead. United Airlines mangled Dave Carroll’s guitar and then relegated him in customer service purgatory. So he created a music video that attracted nine million viewers on the Internet. And then he quickly got relief from UA.

[Update: The wax of social networks and wane of email will likely continue, and thus have consequences for marketing and customer service. The same statistics compiled by Flowdown cited above indicate that those age 18-29 use social media as much as email to communicate – and those under 18 prefer social networks over email.]

Customer service, long seen as a “cost center” drag on earnings, is rapidly getting more attention in the social media age. It’s been a long time coming, as complainers’ true numbers and depth of sentiment are perpetually under-represented; only a small percentage of dissatisfied customers actually make the effort to complain formally. Not surprisingly, customer service hasn’t been seen as an easy target of cutbacks in times of austerity (or greed). Furthermore, businesses, ever promiscuous, have favored wooing new customers (sales and marketing) over romancing existing ones (customer service). That imbalance will likely change.

“Until now, most customer service has been in a black hole of obscurity,” Pete Blackshaw of Nielsen Online Strategic Services recently told Time magazine. “Now you just spend a few minutes searching tweets to see who’s mad and then how they were dealt with.” He wrote a book whose title pretty much sums up the new reality: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.

Conclusion: because all age groups are increasingly using social media to communicate, these networks are also the future of both marketing and customer service.

Talking About Yourself Is Talking to Yourself

Fixating on establishing your “brand” can leave you kind of lonely. You’re at risk of neglecting what’s most important in building relationships with customers, clients, and readers: communicating how you can help them. If you talk about yourself too much you’ll soon just be talking to yourself. No one really cares, and won’t be listening for long. Instead, tell stories about how you can make your readers money … save them time … improve their lives.

Before crafting your narrative you have to know why people buy. Notice number 16 on the list below culled from the book Rapid Response Advertising by Geoff Ayling – “to communicate better.” PubArts understands that in helping you (our customer) communicate better, what we really need to discover is what YOUR customer desires.

We don’t want to prattle on about ourselves in this moment (and choke on the irony), but do point out that we can also help you (and yours) with numbers 1, 2, and 3, among other goals. And while we might be at a loss with number 11, we are quite practiced with rejuvenating communication materials and strategies.

People buy:
1. To make more money
2. To save money
3. To attract praise
4. To increase enjoyment
5. To possess things of beauty
6. To avoid criticism
7. To make work easier
8. To speed up work
9. To keep up with others
10. To feel opulent
11. To look younger
12. To become more efficient
13. To buy friendship
14. To avoid effort
15. To escape or avoid pain
16. To communicate better
17. To be in style
18. To avoid trouble
19. To protect family
20. To express love

Keeping Up With the Joneses

Sometimes when Monday rolls around and the blog is screaming for attention, you can’t help but feel a little “dial up” in a broadband world. Gotta keep going, gotta keep up … but, oh Lord, how?

You haul yourself to the computer to feed the little monster. You’re motivated by the fact that seemingly everyone else is doing it, breeders who have put a little bit of themselves out there to carry on. Technorati says there are more than 100 million blogs out there and proliferating quickly — along with Facebook pages, Tweets, and whatnot. One must keep up with the Joneses — and the Ramirezes, Chans, and Nahasapeemapetilons.

What’s the reward for this ceaseless communication? Recognition, influence, and customers (if that’s your bag). I seek an engaged readership and the off-site SEO (links from other sites) that catches the eye of search engines. But that all comes only after you nurture your little bundle past its vulnerable (to say nothing of messy) infancy. At this point, most people avert their eyes. That’s OK, I don’t take it personally. I don’t think my baby’s ugly.

At some point, however, it really may take a village to raise this child, so I hope others can assist the little fellow’s long-term prospects. Which isn’t a hint for birthday presents, but an invitation to contribute some content with your comments.

Words Create Pictures in Our Minds

It pains me as a word slinger, but it’s images that populate our craniums not words per se. Words are merely the “raw materials of thought,” as David Schwartz puts it in The Magic of Thinking Big. He’s right: we do think through images. Yet words are magical nonetheless, for they conjure up the all powerful images that fill our heads and establish how we feel about something. As such, they have to be handled with care.

“When spoken or read, that amazing instrument, the mind, automatically converts words and phrases into mind pictures,” Schwartz writes in the book first published in 1957. “Each word, each phrase, creates a slightly different mind picture. … The mind pictures we see are modified by the kinds of words we use to name things and describe things.”

When you tell people that a project has failed, the words create images of defeat, disappointment, frustration, anger, and grief. To encourage people to try again, Schwartz suggests you say instead: “Here’s a new approach that I think will work.”

“Suppose you say, “We face a problem.” You have created a picture in the minds of others of something difficult, unpleasant to solve. Instead, he writes, you should say, ‘We face a challenge,’ and you create a mind picture of fun, sport, something pleasant to do.”

Schwartz encourages us to turn resolutely away from pettiness and negativity, and to be “big thinkers” who transmit optimistic pictures in their own minds and in the minds of others. Be careful what words you use, spoken or not. Schwartz’s message resonates because it rings true. His book hasn’t sold more than four million copies for nothing.