Go Where Your Customers Are... the Mobile Phone

Rich OrdDigitalMarketingNews, EnterpriseCustomer, EnterpriseMarketingNews, MarketingNews, SocialMediaNews

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At the recent Social Media Day Jacksonville 2018 conference, Carlos Gil, founder of Gil Media Company, spoke about current social media marketing strategies. In an entertaining and informative talk, Gil spoke about the challenge of getting companies like Win-Dixie to understand that they should be engaging with their customers on the device their customer is always paying attention to, and that's the cell phone.

It's not about advertising either, it's about being part of the conversation, being a brand that matters. Here are selected excerpts from Gil's talk below that highlight this challenge:

The Only Metric that Matters Is Sales

The only metric that matters today is sales. Most of us, if not all of us, know that the reason why we're on social media is that we want to drive more revenue for our businesses. You go to any CMO or CEO and for them, social media is just nice to have. The reality is that social media is the lifeline between you and your customers.

Oftentimes, we see metrics being referred to as reach, clicks, impressions, but the only metric that really matters is the sale.

I often get asked by businesses and marketers, should I be on Instagram, Snapchat, or something else? My answer to them is very simple, go where your audience is. Each one of these social networks gives you reach and helps put you in front of people who are potential buyers or existing buyers from your brand or your competition. If you are targeting millennials, Snapchat and Instagram might be good to focus on.

Simply think about your business and go where your audience is.

Revise Strategy from One-To-Many to One-To-One

We're talking about sales, we're talking about driving revenue. Since the beginning of time sales has always been one-on-one. I think the biggest mistake that marketers are making is they think I'm going to get on social media and I'm gonna have access to reach all of these people. I have all of these followers, but the reality is that most people are not paying attention to the content that you're posting. This is why you should revise your strategy from being about one-to-many but more one-to-one, and you should stop focusing on the numbers.

Recently, I was working with a client that said to me, we have 30 million social media followers globally but we're reaching a very small percentage. I looked at the CMO and said, you don't have 30 million followers, in reality, you have like 300 or less. Their jaw dropped and they were shocked because the reality is that you can't touch everyone that's out there.

Social media operates in real time, and with the way content moves, content is relevant today and it's irrelevant 15 seconds from now.

Millennials Don’t Want to be Sold, They Want to be Engaged

Millennials don't want to be sold, they want to be engaged. Millennials are really at the forefront of a lot of what we do. For example, I work a lot with real estate agents and they often say that you have to look at the data of who is your target buyer. In the case of realtors, 30 years old is the average age of a first-time homebuyer. You're not going to reach that customer sending them direct mail.

However, if you run Facebook Ads, if you have any sort of presence in social meeting, you can find a way to get in front of them then. You have a much higher likelihood of promoting your brand and getting that lead. The same thing applies to most businesses.

Go Where Your Customers Are... the Mobile Phone

I work with both B2B and B2C and you have to go where the current is, you have to go where the customers are. The reality is this is your audience today. People aren’t paying attention to really what's in front of them besides their cell phone.

I'm sure if you go to any boardroom meeting today and you look around, what do people do when they show up, they put their iPhone first thing in front of them.

When I was working at Winn-Dixie back in 2014, we're doing this campaign where we're trying to take market share away from Walmart, Target, Burger King and McDonald's, I made a comment to our CMO at the time. I said why are we focusing so much on doing direct mail at home marketing and instead, why aren't we doing SMS and push notification ads? Why aren't we reaching people on the device that they go to the bathroom with and that they use all the time?

We use cell phones for virtually everything that we do, so guess what, the light bulb has to go off if people are using this device all the time and they live by it your marketing has to now appeal to the device itself.

It was funny because in 2014 that CMO looked at me and says huh, SMS is never gonna take off, mobile marketing is never gonna take off!

Marketing is Like Finding Your Match on Tender

You've got this high propensity of customers, Millennials, they're all using social media. I think the biggest challenge that we all face is how do we reach people at the right time and ensure that our content resonates with them? This is why I say that marketing is like finding your match on Tinder.

Business marketing is very much like dating. You've got a lot of people out there in this digital ocean and if your content is not appealing to that audience then they're gonna keep swiping.

Rich Ord