Chances are you are a “digital immigrant,” one who was not born bathed in bits, who played video games as a toddler or learned keyboarding in third grade. This means you have a steeper learning curve than “digital natives”—those for whom all this social media stuff isn’t stuff at all. It’s just part of everyday life…how they live, work, play, access information, and make decisions.
Indeed, there is a whole generation of digital natives, who command where, when, and how they find information. They are in control, and that is why they are called the “demand generation.” They compose our customers, our prospects, our employees, our constituents, and our advocates. A key to understanding social media is understanding how to reach, and more importantly, engage with the demand generation.
Here are some tips:
- Acknowledge that the sales process is no longer linear. The internet has jumped squarely in between you and your customer and interrupted what used to be a good opportunity for you to control the conversation. Now consumers visit blogs to get information and recommendations on what to buy. The average consumer uses more than 10 sources to make a buying decision today, and 70 percent of Americans look at product reviews. What was once linear may be turned upside-down, twisted sideways, and backwards. Consumers may see a product in the store, but then go out into cyberspace to investigate it, only to go back into the store to buy.
- Content is king. As a writer by trade—and a digital immigrant—knowing this makes me very happy. It also makes me work hard to relate to my target audience with personal, direct, relevant conversations that matter to them. Customers who engage with brands online spend 20-40 percent more on that brand’s products/services. Know your target. Understand their perspective. Quench their thirst for the knowledge they seek. A long time ago, author and speaker Bert Decker impressed me with his edict, “You’ve got to be believed to be heard.” Break through that frontal cortex, and your message just may get through.
- You do have to be everywhere—and on-the-go. This seems the antithesis to target marketing, but what it means is you can’t think that because you have your website and a Facebook page, you’re good to go. Chances are your target customers aren’t sitting still. It’s likely—not statistically shown—that 78 percent of consumers shop across multiple channels. This means the internet—your site if your SEO is up to date, social media, Twitter, Vine, blogs, e-mail deliveries from you/your competitors, and their phones. And here’s the deal with phones: 31 percent of consumers research products on their phones before buying in-store while 40 percent research products from their phones before buying online. Is your site mobile optimized/responsive so that it feeds the information to fit the user’s screen?
The good news about all this—for those willing to keep swimming in the deep end—is that there is demand, a marketer’s dream. We can meet that demand with products people need and want—and by getting in and staying in the conversation with relevance, content, personalization, and engagement.
Special thanks for inspiration and sourcing for this article from Bob Thacker, former CMO of OfficeMax.