The face of marketing to B2B buyers is rapidly changing, and there is a lot of somewhat confusing information out there. After sifting through mountains of information, I found three keys B2B buyers desire when looking for a solution.
In one sentence—B2B buyers want their experience to mirror their B2C personal shopping experiences.
My own experience as a B2B buyer
One of the hats I’ve worn was as the buyer for the B2B division of my company. As a distributor, we purchased from the manufacturer and sold to professionals who used the product in their retail businesses.
The twist is that I also handled customer service. So I felt keenly aware of our customer’s pain points and needs. I wasn’t randomly shopping for new items to add to our professional collection. I was only open to things that could seamlessly integrate into our B2B buyer’s needs.
Regularly, I got pitches from all sorts of companies who thought they had the hottest item on the market. Many were duplicates of what we already carried. Others were selling items unrelated to our niche. A third group sold devices only legal for medical professionals to purchase—less than 5% of our buyers.
Many were non-US-based firms wanting us to import their items. They’d gotten our contact information from who knew where and were mass marketing. It was immediately clear from the pitch email the sender knew nothing about our business.
I didn’t know the email sender.
Their spam approach screamed at me.
There had been no attempts to build trust.
It felt like a guy trying to get you to jump into bed at the first meeting. Ick. Turn and sprint away.
The companies I built relationships with were for the long term. We wanted products that our buyers could trust would be there and always meet specific performance standards. They were companies we learned we could depend on.
Trust was a huge factor. Support and accessibility to information, quick customer support, and a willingness to work with us to resolve any challenges.
We’ve done business with one of these firms for well over 20 years. It’s not something the buyer thinks of, but I can’t even guesstimate the CLV of our monthly purchases over that time frame.
B2B Buyers and Marketers have a lot in common.
With years as both a marketer and a B2B buyer, I’ve noticed the two have a lot in common. Both are putting their business, reputations, and jobs on the line with every purchase they make.
Both buyers and marketers are deluged with proposals and pitches. They both have to sort through masses of emails to identify any nugget that might be of real benefit to their business situation.
Recognizing those experiences and the similarities have helped me help my marketing clients. We build the relationship as team partners to discover solutions and create a strong ROI. Perfectly done with a successful marketing campaign or project, it’s a win-win for both.
Here’s a secret to keep in mind…
Stakeholders view things differently—it’s vital to recognize that each person with a stake in the decision views the process a little differently. They come at it from different departments, different needs, and even different goals. As a result, their risk factors may be higher, and decisions more complex.
They may need different types of answers. Communications need to help each person feel comfortable with the decision.
We need to keep in mind, each stakeholder probably feels their reputation and job is on the line. It’s not about our marketing. It’s about their comfort zone. So focus on answering their needs with relevant information, including the know, like, and trust factors. Easily accessible information and answers are the best paths to help them decide to buy.
3 key ways to help your B2B buyer
When we focus on the B2B buyer’s needs, it is all about quickly and efficiently helping them find what they need. Depending on the type of B2B that you work with, this can be very complex.
The higher the ticket price, the more information, details, and data are needed to support the decision—and the more people will be involved. It’s a longer, more complex process with higher stakes.
Content – useable, findable, relevant
Buyers need detailed information designed for quick, easy consumption. They may or may not be the technician or engineer working with a complex piece of equipment. However, they may be responsible for identifying possible solutions and then sharing them for input before making a decision.
Keep in mind B2B buyers want content as quickly readable as when they do their B2C shopping. So make layout and content designed for easy reading and rapid assimilation. Include whitespace, supporting graphics, and bulleted lists.
Offer cross-links and “also relevant” links to help them find additional information.
Be sensitive to what’s happening in the real world. We’ve been through a lot of turmoil in the last 18 months. Now things with a twang of nostalgia offer comfort and a sense of security. However, include nostalgia only if it fits and makes sense.
B2B buyers are looking for instant information. They don’t want to send an email and wait a week for an answer. The best interaction helps them quickly find what they need, now.
AI, chatbots, and the like can fill in an interactive gap. Of course, the better they interact and offer more specific answers, the more valuable they become.
Include all the frequently asked questions your customer service team hears. The more you include, the happier the buyer will be.
Analyze surveys or questions that have come up on social media. These offer tidbits of information the buyer needs.
Make the interaction smooth. Create a feeling of ease that includes transfers across support services. In addition, increased seamlessness increases the buyer satisfaction rate.
Retention saves B2B relationships and dollars.
Having a great experience and a trusting relationship make the buyer’s next purchasing decision more straightforward. If there is plenty of retention-focused TLC, you become their trusted resource.
Trust is imperative to keep the buyer coming back. Help them feel valued, respected and that you are there as a team partner to solve problems.
The results? A higher customer lifetime value and wins for both buyers and marketers.
Judith Culp Pearson is a result-oriented relationship-building and empathy-based marketer specializing in B2B wellness and information. Reach her at firstname.lastname@example.org.
Your business is constantly evolving. If you don’t keep your website on pace with those changes, it leaves customers in the dark—or even misinforms them. Your website is dated.
Your website is not a static brochure. Instead, it is a living document reflecting your business and how you interact with visitors and customers.
Current relevant information?
One of my colleagues has a service-based business in the beauty/spa niche. She has always been super focused on keeping her clients safe and protected before and during the pandemic. I know she has worked hard to exceed every recommendation by the state health department.
Recently, she completed a major expansion, so I visited her website to see what changes she might have implemented.
I was more than a little stunned to find absolutely nothing about safety precautions on her website.
Some services include breaking the skin barrier as in skin pigmentation (aka permanent cosmetics or tattooing.) Yet, there was nothing about current policies, extra disinfecting steps, or protocols to keep staff and customers safe.
Unfortunately, it came across that they either don’t think there are any concerns or that they aren’t doing anything.
A key attribute of what makes her Unique is entirely missing. Despite what I knew, it made me pause to consider how I would feel about going into the business. There were no confidence builders—trust factors. Her website is dated.
Dated website or missing information will cost you $$$
I’ve seen this with many businesses I’ve worked with over the years. A company creates a website, and then the focus shifts away from it. The website stops getting attention. It’s no longer a daily, weekly, monthly maintenance component, like ordering supplies or doing a social media post.
When a website sits static or doesn’t have what viewers are looking for, search engines start skipping it. Lack of activity, updates, or revisions and it starts to disappear.
A sluggish, slow, dated website discourages visitors, and your business can enter a downward spiral.
Consider all the components behind the scenes and those that are visitor-facing. What can you delegate? What do you have time and the skillsets to handle yourself?
I know I’ll never keep up with daily or weekly behind-the-scenes tasks. I want my web host to handle those. Backups, system and component updates, performance checks
Remember that poor performance, slow-loading images, and dated or missing information each carry a price tag. You may have to pay for it to be there. You will also pay for it not being there.
Consider what concerns your visitors and customers may have specific to your business niche. For example, for restaurants and services, it may be health and safety.
For others like suppliers, vendors, or manufacturers, it may be product availability.
Guidelines keep changing and will continue to do so. So we must continue to address these issues and make sure the most up-to-date information is readily available without them having to ask.
Nothing happens until it makes your calendar. So the easiest way to keep your website on target is to add web checks and updates to your task calendar.
I note on my calendar tasks that I need to do and how frequently they need action. For the delegated tasks, you do need to periodically spot-check their completion.
Consider things like:
Images tagged with alternative descriptions
Images optimized for quick loading
Videos optimized for loading speed and performance
Broken links repaired
Backlinks and cross-links to optimize SEO
Treat web updates and optimization with equal importance to any other aspect of your marketing.
Three techniques to improve content
Confidence building pages
There are three vital confidence-building pages—the about you page, the spam protection page, and the privacy page.
The About page tells your visitors how you help them. So often, this is misunderstood and turns into a blurb all about the company. It accomplishes much more if it focuses on how the company serves and benefits the visitor and customer.
Your spam protection page shares how you protect visitors from spam and establishes use policies. Similarly, the privacy page shares how you maintain customer privacy and protect their personal information.
Some companies share or rent list information. Other businesses set themselves apart by never sharing list data with any outside marketers.
What changes can you share?
People love updates and being in the know of changes and happenings. When we feel like an insider, we feel like part of a team, a tribe. It enhances our feelings of status, importance, and inclusivity.
Share what’s new, exciting, and changing. For example, will you offer live or virtual events, a podcast, a report, or feature a new product?
Staff stories are great to share. Include your team member’s achievements and accomplishments.
Share how a new or favorite product or service developed and evolved to offer enhanced value and benefit to the customers.
Today’s customers want to know how you protect your community, staff, and the environment. Share your values and how you give back to impact purchases and loyalty.
Don’t forget customer successes. Real people’s stories have the strongest impact on buying decisions. They allow the viewer to see their problem solved and offer hope.
Testimonials are a bonus to every page,
It used to be that testimonials had a dedicated page. Now we’ve learned they can play a significant role and help viewers along their shopping journey when included on every page as appropriate.
For inspiration, check out Amazon. Most buyers don’t just read the product description. They also click on the reviews and see what people have to say—positive and negative. Don’t be afraid to have a weakness or a less a five-star comment.
Less than stellar reviews are opportunities. You can learn from them and improve your product. Resolving questions or problems helps the person who puts forth the issue and those considering a purchase.
Reviews and testimonials are a super valuable resource for any business. Free, unsolicited feedback to help you grow your business.
When I work with clients,
I always do a quick website analysis to identify what might be slowing down—anything from how it operates or creates bumps for the viewer. I help them create a tracking calendar to stay on top of both backside front-facing issues. And I help them continually add new, relevant, and useful value content for their target audience. www.jculpcreativecopy.com.
Headlines share the heart or big idea of your message. Subheads are miniature headlines placed throughout the copy. They make your message more readable and share key points.
Have you ever received an email or visited a web page where the copy was one long block? Or did it rambled on in uninterrupted paragraphs?
They are rather hard to read. I find myself wondering where the writer is going.
What are they trying to tell me? When will I get to why this is important for me?
And what are they trying to sell me or get me to do?
Even if the message is from someone I enjoy hearing from, it requires commitment on my part to wade through what they are sharing.
Often, if the reader is vested in the person sharing the message, they are still busy. They’ll set the message aside to read later. Only, later may never come. If an email, it may sit getting lost in a cluttered inbox. Worse, it may get filed for future reading or reference.
That’s not what any business wants for their messages.
What’s in subheads for you?
In my work as a copy and content writer, I see this problem all too often. It’s certainly something I avoid happening with my clients.
Now, If I could just get those who are messaging me to see how using subtitles can solve the problem—and keep me engaged.
I’ve found it’s hard to stay engaged with a business whose messages aren’t clear and easily digested. Here are some tips you can employ to use subtitles effectively and to your advantage.
Here’s one thing to keep in mind.
There’s an easy pattern for knowing where to place subheads. If your message is more than 300 words long, you need subheads.
No section of your message should be longer than 300 words before the next subhead.
When you follow this pattern, you have maximum readability.
Three tips for compelling subheads.
Every message you share, content, articles, blogs, emails, focuses like a laser on one idea.
Within that copy, each subhead has a focus. And within the subhead, each paragraph covers one thought and each sentence only one topic.
Think of creating an outline for your copy. Your Roman number I shares the promise or core idea in the title or headline. Each of the support pillars is a subset for that idea.
Those subsets become subheadings in your document.
Subheads keep your readers reading when using the same guidelines you follow for creating titles, headlines, or subject lines.
Lead your reader forward
In long-form sales letters, each section engages the reader. Regardless of the type of message you’re writing, you want it to do the same thing. You want each part to make them want more.
Subheads in your message or copy help you do this.
Doing a brain dump on the first draft is OK to get started. Then the message needs refinement.
Each paragraph and each section should engage and keep the reader’s attention.
If you are taking a blog, article, or other copy and thin-slicing it into social media posts, each post focuses at most on one subheading. Indeed, each subhead becomes a social post.
They should stand on their own as a mini-headline to catch attention and engage.
Some people only read the subheads. If they don’t exist or aren’t enticing, you’ll lose them. They need to catch and keep the reader’s attention.
Other people only start reading when a subhead catches their attention. No subheads, and you lose this opportunity for engagement.
Both groups depend on your subhead to entice them to read.
Subheads create a snapshot of your message.
In today’s world, especially in the US, people tend to scan far more than they read. That makes subheads critical for readers who just scan, to understand your message.
If the reader only reads your subheads, they should “get” your message.
One technique I use is to print out my draft and read through it, looking for snippets. They should be almost like inspirations or quotes. They are a few words that impart an essential aspect of my big idea.
Each snippet is a subhead.
Repurposed snippets become a social post—useful concepts in just a few words.
Including emotion, pain points, or trigger words makes them even more effective.
Judith Culp Pearson is a copywriter marketer who has been helping clients improve their ROI and client retention since 2015. A relationship-building writer, she engages your readers to increase sales and lifetime value. https://www.jucithculpcreativecopy.com.
With the explosive increase in the number of people shopping, the online marketplace has become more crowded. For business, that means the value and the power of great testimonials is a potent tool for sales.
However, sometimes finding the right testimonial is like looking for the proverbial needle in a haystack.
Has this happened to you?
I was working on a project recently and needed to add some testimonials for the landing page. I went to the client’s website to see what people had to say.
“Love the product.”
Those weren’t exactly what I was looking for. While the testimonials were positive, they didn’t say much about the user experience with the product.
If you’re shopping for a product or service that takes time to get the desired result, you’re looking for more information. You want to know what kind of results were achieved, what it was like to use, and how long it actually took to get there.
You’d also like to know what the company is like to interact with should you have questions or need customer service.
Why use testimonials?
We know testimonials play an essential role in helping shoppers make a decision. But just how important are they?
Here’s what the market analyzers say:
92% of people read reviews before buying
72% say positive testimonials increase their trust and make buying more likely.
Most people, 73%, read six or less. They like to see lots of testimonials but often read just a few before making their decision.
The quality of testimonials can outweigh how many you have. If you have five good positive testimonials, it can increase your conversions by 270%.
Here’s one thing to keep in mind.
You need to ask for testimonials. Most people don’t write a testimonial or review without prompting.
The best time to ask is shortly after they’ve received their purchase. Give the purchaser time to try the product/service before you ask. For products that take a while to get results, touch base with them again to see how it’s going.
If you’re offering supplements or, say, weight loss techniques, a review after three days of use isn’t going to tell you much. Use the shortly after receipt message as an opportunity to answer questions on use.
A second follow-up in a month or later might make more sense to see how it is performing.
Three tips to maximize testimonials
Here are some simple ways to maximize your testimonials and their use.
Enhance how you ask.
I find including simple questions in the review process can improve the kind of testimonials received. Questions that help you get beyond the yay or nay to the why.
Amazon has this type of helpful process established right on the review screen. At the top of the screen, it identifies the specific product. They ask for an overall star-based rating and three feature ratings. Then a place for your headline and review. Simple.
Make it easy to respond. There are various apps out there to help you gather testimonials. Select one that allows you to guide the purchaser in writing the review.
Send the request via email and a link to where/how you’d like it submitted.
Open the email by thanking them again for the item they purchased, mentioning it by name. Then, tell them you’d love their feedback and share the link.
In your review template, include helpful questions.
What’s your favorite thing about the product you purchased?
How do you use the product?
Did you have any hesitations before you purchased? Did the product resolve them?
Is there anything else you’d like to share?
Be sure to get their permission to share the testimonial in your marketing to help other shoppers. A simple tick box can handle this.
It is perfectly acceptable to edit testimonials as long as you don’t alter the meaning or intent.
Always only use real testimonials by verified buyers. Fake testimonials can destroy a company quickly and are easily spotted.
You don’t have to use the quote verbatim. Help it read more clearly by breaking run-on sentences into shorter ones. Remove spelling errors. Look for ways to clarify the wording.
If possible, include an emotional trigger word to help a reader make a decision.
Just don’t change what the message is saying.
Select targeted testimonials
Choose the right testimonials for how you want to use it. A collection of raving testimonials about socks won’t help you sell shirts.
Use the right message and emotionally connect with the product/service.
Some testimonials are more general and not specific to a product. If the customer had a positive experience with you and your team, they can be gold. They work well on your homepage as trust-builders.
A testimonial extolling your fabulous customer service and their help in finding the right product could go multiple places.
If you offer a variety of products, put the testimonials where they will do the most good. You can have a general customer testimonial page.
If you put sock testimonials on the sock page, it increases conversions for sock purchases.
When I work with clients…
We focus on gathering useful testimonials. I encourage them to allow reviews via the product purchase page.
Many e-commerce platforms notify you of a new review and let you view it before publishing it. Amazon does this. The seller can respond to a negative review and problem-solve. It also allows screening for spam. www.jculpcreativecopy.com.
Everything you put out there to attract more business is a message. The success of that message is getting someone to read it. Much of the time, it misses the mark. It doesn’t get read because it’s hard to read. Readable quality is critical for sales.
When a message is hard to read, it actually causes brain fatigue. Most of us have a built-in auto-fix—the delete key.
Here’s an example of poor readability:
Infectious diseases caused by pathogens and food poisoning caused by spoilage microorganisms are threatening human health all over the world. The efficacies of some antimicrobial agents, which are currently used to extend shelf-life and increase the safety of food products in food industry and to inhibit disease-causing microorganisms in medicine, have been weakened by microbial resistance.
That little gem, written by a scientist, is written at an FK post-graduate level 14. It has all the earmarks of being hard to read. Most people will read a few words and skip the rest.
Often in health, finance, or science, we need to share complex ideas. Making them more readable is all in the editing process.
If we change the above message to read:
Around the world, diseases and food spoilage threaten health. Pathogens constantly change. They morph into a variant. Current antimicrobials are less effective. We need to discover new ways to kill these strains.
The reading level drops from a 14 down to level 7. We are saying the same thing, but in a way that takes less brainpower to understand.
Outcome? Your reader stays with you.
Why you need to ditch what your English teacher said
Schools teach writing rules. Those rules are great—to get you through college and be able to write the kind of reports that met a standard.
Those reports weren’t marketing. They were academic standards.
Science has proven that our brains trust simple words over complex ones. That’s why many of the great novelists wrote using FK scores of 4-7. They didn’t write simple books. They wrote books that were easy to read. Of Mice and Men was an FK 3.4. To Kill a Mockingbird a 5.9 and Gone With the Wind a 7.0. Ernest Hemmingway’s Old Man and the Sea comes in as a 4.
The scoring system, FK, Flesch-Kincaid, is easily related to US school grades. So a 4th grader could read and understand Hemmingway.
When marketing products or services, we need to write conversationally. As a copy/content writer, I trained in the art of persuasive writing. It has to be friendly, engaging, and easily readable.
The younger the audience, the shorter their attention span. The message has to get the reader’s attention quickly and hold it. Hard-to-read material doesn’t do this.
One thing to keep in mind…
Readability won’t fix a poor message. It just makes it easier to read. Start with the best content for your target audience. Focus on content first and get the copy crafted.
Once you have it written, then go back and edit it for word choice, passive voice, and structure.
3 Techniques for getting readable
Shorter sentences, simple words, shorter paragraphs all combine to make your message more readable.
Newspapers or magazines score between a level 5 and 10.
Anything above a 10 is considered very hard to read.
Good copywriters stay at 8 or below.
The first thing to look for is long sentences. The more words in a sentence, the harder it is to read. Look for ways to break long sentences into shorter ones.
If you’re not sure whether a sentence is too long, here’s a simple trick. Read it out loud. If you run out of air and need to take a breath—shorten it. You can also use ellipses or dashes to break a sentence.
The more letters or syllables in a word, the harder it is to read. Look for a shorter synonym. Efficacy has four syllables. Power, success, or use are all better options.
Keep in mind that 50% of US adults have a reading ability at grade eight or less. Maximize your marketing efforts with a message at an FK 8 or below.
As with words and sentences, paragraphs need to be kept short. Look for sections that involve more than one idea. Break them into shorter segments.
In web content or anything to be read on an electronic device, keep the maximum number of paragraph lines to five or less.
Don’t trust your big screen desktop to give you an accurate line count. Use an edit option to view your copy on a mobile device. What looks great on the computer screen may be hard to read on your cell phone.
Shorter paragraphs create white space—the gaps between paragraphs. They let the brain relax and reduce fatigue.
Long paragraphs are like a monologue, and people stop reading.
When I work with clients
Even before I start working with a new client, I visit their website and look for how readable it is. I use one of the popular readability checkers and copy-paste content and see how they score. On our first visit, I share tips with them to improve the return on their marketing investment.
Getting your quality content readable is an evergreen investment that improves sales. https://www.jculpcreativecopy.com.
Are you at risk of becoming a dinosaur? Customers are tired of the transactional approach.
A transaction focus is business-centric. Spending more time online in 2020 buyers started getting more picky. They want their shopping experience to be easy and feel good. In 2021 and moving forward, every business needs to become more customer-centric.
When my internet quit working recently, it felt like a catastrophe. I’m internet-dependent. E-commerce, social marketing, emails. Many of my resource files live on a cloud.
The projects I needed to complete had most of their data stored on Google Drive or One Drive.
I tried to resolve the issue by re-setting up my router. It took me about an hour, and I got Wi-Fi restored. Yay! Then, less than two hours later, while I was on a zoom call—it went out again. My feeling of success disappeared.
I called the cable company and got an automated Virtual Assistant. In her rather irritating AI voice, she asked for my identification so she could bring up my account.
I provided the proper identification, and the Virtual Assistant said, “I see your internet is offline. Please unplug the router and then plug it back in to make it restart. I’ll text you 10 minutes to see if the issue is resolved. If not, I’ll connect you with support. Is that okay?”
I agreed, and she disconnected.
Ten minutes later, I got a text: “It looks like there are still some issues with your Services. We’ll text you soon to schedule a tech visit at a time that works for you.”
I checked the router. All the lights were blinking. I restarted the computer. No internet.
Another text popped up: “x/29 is the earliest date for an appointment in your area.
“Reply with a number below (1-4) to pick a time:
“1 for 1-3 PM
“2 for 2-4 PM
“3 for 3-5 PM
“4 for more options or to be waitlisted.
“Or reply with a later date (MM/DD)
“Thank you, your scheduled appointment is confirmed.
“Txt Help or Stop
“Msg & Data Rates may apply.”
Zero option to talk to a person or enter anything else that wasn’t a listed choice. Whatever happened to friendly customer service?
Consumers try to avoid transactional companies.
Based on every research study I can find on the topic, consumers are frustrated with a business-centric approach.
As consumers, we feel frustrated when we can’t get answers. Unfortunately, for things like the internet and cable, they are all pretty much alike and they are very business-centric. Transactional.
(I see a huge opportunity here waiting for someone to take advantage of it.)
As a copywriter marketer, I know a transactional approach flies directly into the face of the user experience. It may be straightforward, but it doesn’t make you feel good.
I’m continually reviewing different company websites both in my copywriting work and for personal shopping. If I see a poor user experience still hanging around, I look elsewhere. I go shopping for a friendlier option. Like most people, how I’m treated is more important than the price for the same item.
I’m not alone. A 2019 report by SalesForce shared that $62 Billion is lost annually from poor customer experiences. Half of all Americans will take their business elsewhere, 91% without ever complaining.
When I see a business entrenched in a transactional approach, and determined to stay business-centric, I can do little to help them. If they are ready for change, we can ramp up their sales and keep more customers.
Here’s a secret.
Becoming customer-centric isn’t difficult or hugely expensive.
Implement changes to help shoppers engage with your brand.
Focus on making shopping easier. Eliminate roadblocks that make the consumer go “What?” Clarity and simplicity. Make customers feel you care about them.
Three techniques to ditching transactional.
Here are three ways to enhance the customer experience. You can have your team handle them or do it yourself.
The caution there is you need to know what a good user experience looks, and reads, like to make sure your message does the job. To maximize your success, put this task in the hands of someone who understands UX.
Customize email automation
Most businesses use email automation to let customers know they received their order, when it shipped, etc. Platforms typically have generic emails in place for easy use. The problem is these emails are purely transactional.
Revise these and personalize them. Adding the purchaser’s first name is essential. You recognize them as human beings. We humans put a lot of value in being recognized and appreciated.
Make sure the wording thanks them for their purchase and let them know what future emails to expect.
Ever place an order, and you get the confirmation and then silence?
Add an email following the confirmation. Have it provide answers to frequently asked questions. Share more details on how to get the best results.
Nurture new buyers with knowledge that empowers them. By sharing in an email sequence, you can reduce calls or emails to customer service and reduce returns.
Personalize shipping notices. Include a tracking number so buyers can follow the purchase to delivery. It’s helpful if you include the name of the shipping company. Many businesses use USPS Priority Mail, UPS, or Federal Express, but they often just provide a tracking number. Since early in 2020, I’ve noticed increased lesser-known delivery services. Let them know how it is arriving.
A few days after the package delivery, send an email to ask if there are any questions. Let them know the best way to get those questions answered. This is also the ideal time to ask for a testimonial or review.
Make customers feel good.
If something looks good, tastes good, or feels good, our brain drives us to repeat it. Repeat sales are golden.
Go conversational and be readable.
Take a serious look at the copy on your website, blogs, and social. Content needs to be scannable and friendly in tone. It needs to be respectful. Avoid any wording that hints at talking down to the reader.
Look for ways to make your copy easier and quicker to read.
White space allows the brain to take a breath. The lack of it requires more concentration to read it – brain drain. That’s what makes people click away from your page or website.
Both B2B and B2C need white space. Purchasing agents may not be engineers. They want to scan your submission and share it with the right people.
It’s all about making things easy for the person viewing your page.
Ramp up customer service
Quality customer service is high on the list of buyers’ wants. In the last 12 months, it has become more important than ever before. Many consider it essential if you want to keep their business.
Every business needs to view customer service as an opportunity to build long-term relationships with loyal customers. View them as an imposition, and you won’t have to worry about them again. They’ll be gone to your competition.
What shoppers want.
Location. After several negative experiences, I want to know a business’s geographical location. It gives me clues on how I’ll interact with the company and how quickly my product will arrive.
Do you offer chat? If so, what hours? In the US, there is a six-hour time difference between the east coast and Hawaii. That’s huge when you’re trying to connect with someone who is only available for limited hours. Providing your geographical location at least gives clues.
If you have a customer service phone line, showcase it. Make it easily found on every page—not hidden in the tiny print at the bottom. A contact page is okay, but the more clicks the shopper has to do, the more it slows them down. Keep it easy.
If you only accept email questions, be sure to give them an idea of how quickly you’ll get back to them.
I’ve waited a month to get a response. How long do you want to wait?
When I work with clients
I start with customer service and learn why shoppers reach out. Then we work to customize emails and answer questions before the customer knows they have them. If you need help improving your customer experience, you can reach me via www.jculpcreativecopy.com.