Analysis of CEO message to customers

Writing tone of voice aligned with brand values is a powerful marketing tool.

This email is so powerful because the structure of this message is aligned to brand values

  1. open Reminder of their mission 
  2. Then acknowledge pain
  3. New tools that support their community
  4. Sign off with a humble acknowledgement

The full text

Dear SoundCloud Creators,

Since our founding, SoundCloud’s mission has been to give people the power to share, connect and grow through music.

As the coronavirus crisis has unfolded, we’ve seen a global outpouring of tracks on SoundCloud — with a 50% surge in creators uploading in the past month alone. But behind this creative response, we know there continues to be financial loss and uncertainty for our creator community.

Last week we rolled out our first wave of creator support — our partnership with Twitch, 50% off SoundCloud Pro Unlimited, a resource guide and weekly creator office hours with our artist relations team — to help with the impact some of you are facing. This felt like a good start, but we want to do more for the long term.

Today, we’re accelerating a series of new initiatives and over $15M in direct investment to support creators on SoundCloud during this difficult time.

  • New direct fan-support button for all creators.
    We’ve created a simple button for your SoundCloud profile to connect your preferred way to receive direct fan support including Kickstarter, Patreon, Bandcamp, Paypal and more. Learn how to get this live on your profile right now.
  • $5M in free promotional support for all creators to drive more plays on SoundCloud.
    For the rest of 2020, we’re giving away all of our Promote on SoundCloud inventory. Tag your SoundCloud uploads #GetMorePlays and our editorial team will select up to 5 artists per week to feature with promotion. More details to come soon on our blog.
  • Immediate launch of Repost by SoundCloud, a new marketing and distribution service.
    Independent artists who want to take their career to the next level can now access professional marketing and monetization services plus industry-leading distribution features. Repost by SoundCloud is available to everyone, no play count thresholds. Learn more here.
  • $10M artist accelerator program to support independent creators’ career growth.
    We are committing $10M to help fuel the careers of independent artists upstreamed from Repost by SoundCloud into our artist services offering, Repost Select. Apply here.

We understand our efforts here are no match for the care providers on the frontlines of this global crisis. But we will continue to look for ways to support our global SoundCloud community, so you can keep sharing music we can all turn to in these challenging times, and long into the future.

Kerry

Rush into eCommerce during Lockdown

Today’s first quick marketing tip is about Competitor analysis – find out what your competitors are doing to market at this time

Open a search window and type your brand name vs.

Wait and see what auto complete suggests.

Then do it again for the suggested name. I did the Warehouse vs and it suggested Kmart. Then I did Kmart vs…

Set up your online shop

Getting online for ecommerce is happening for many brands due to the lockdown.

Ensure that your proposal suits your current need, the speed you need to roll it out and the ability of your marketing team to execute.

The video explains why.

 

How retailers can differentiate customers

This photo was shared by the famous author, Susan Cain.  She noted “There’s an introvert on the customer services team.”

Her world view is all focused on explaining to the majority of the population who are extroverts how the minority (introverts) prefer to be treated.

Treat different customers differently by Sephora retail

Skilful marketers treat different customers differently

Face to face retail is different from online retail.  Online, the customer wanders where she wants, unhindered except by popups and tracking cookies – she’s unaware of one of these most of the time.

But in shops, it’s different.  Many sales assistants are paid on commission – this drives their behaviours.  And without a customer to speak to they risk not getting a commission payment.

When I worked the shop floor [Harrods, Burberrys] and now when I go to Trade Shows, I developed a technique which was successful for me.

I would make eye contact with the customer prospect, smile, and then look away first.  Sometimes I also said ‘Hi’.

Why did this method customer engagement work?

Firstly, I made the customer aware that I was there and could help if needed.

Secondly, by looking away first I left them in control of any future re-engagement.  They could choose to ignore me and I had signalled that this was fine, that they had no obligation to respond or engage with me.

Back to Sephora

A comment under Susan Cain’s post said

While I understand that we are not all extroverts, is it really that hard to say no thanks when asked if you require help? Perhaps it is? Perhaps one solution would be to changes the words. Red”Happy to be approached for you to assist me” Black “Thanks for not approaching me, I would love your assistance when I ask for it”

And this was my reply

It’s not the “hard” aspect that matters, Debbie. It is the quiet lack of interruption in the shopping experience and the energy it takes to interact when you’d prefer not to.

I am married to an introvert and I have had to do a lot of learning.

Plus, enabling ways for brands to “treat different customers differently” is not just about Susan Cain‘s introverts versus extroverts angle.  There are many ways.

I did a website design for a real estate agent.  2 buttons on the home page – I’m Buying – I’m Selling.  They go to separate customer journeys…. with different messaging.

Retail customer segmentation challenge

If you run a retail business, where can you enable simple ways to allow customers to self-identify into different groups who want / need to be treated differently?

corporate gift, holiday gift business,

Corporate gift innovations 2019

Early birds, it’s time to plan your Christmas holiday gifts for clients.  Branded gifts are still good, not naff and definitely give a good return on investment for existing clients and returning client programmes.

I took a look at some of the newer and older products available.  Get in touch to discuss your needs – no I don’t do a heavy sales push on this…

  • Branded bluetooth speakers – they came out last couple of years but they are STILL great value.
  • A waterbottle…. with a bluetooth speaker in the lid.  Yep, that’s right!
  • Novelty USB sticks – I love to pull the “head” off this lego man.
  • Wireless phone induction chargers and wireless power banks – a step up from just a battery-0n-the-go
  • A webcam cover – a little slider which slots over your web cam on the laptop.  Neat, cheap and valuable.
  • Reusable drinking straws (no, don’t ask me about inappropriate uses for these!)
  • And the usual enormous range of bags, hats, cheese boards, bottle openers, towels and coffee cups.
corporate gifts, B2B marketing, bluetooth speaker

Branded bluetooth speaker

Branded water bottle bluetooth speaker, corporate gifts, B2B marketing

Branded water bottle speaker

Branded USB, Key shape USB, corporate gifts, B2B marketing

Branded USB, Key shape pen drive

Padlock USB, corporate gifts, B2B marketing

Padlock shape USB

Branded power adapter plug, corporate gifts, B2B marketing

Branded power adapter plug

USB toy, corporate gifts, B2B marketing

USB toy

Waterbottle and bluetooth speaker, corporate gifts, B2B marketing

Waterbottle and bluetooth speaker

office view for copywriting inspiration

Anatomy of effective cold direct mail

I love getting really timely direct mail messages that are relevant.

This one came just in time to help me navigate a change to podcast categories.

Let’s analyse the direct message

Hello podcaster,

[Small fail here as they don’t know my name.  Implies a purchased list rather than an opted in CRM database.]

In case you missed it, Apple Podcasts have changed how they categorize podcasts. In short, new categories like True Crime have been introduced, old categories have been rebranded and lots of new sub-categories dedicated to sports, comedy, TV and more have been added!

[Opening paragraph – helpful link to contextualise in case I haven’t seen the news.  It’s a blog post on their website…. that’s good because it drives traffic and cookies my browser.  Nice bold text for likely interesting new categories to draw my eye.]

Unfortunately, some services as SoundCloud don’t support them yet. Spreaker is a platform dedicated to podcasting and we put the podcasters’ needs first.

[Natch!  a snipe at a popular competitor.  I use SoundCloud for my podcast and so this is relevant to me.  Could be a merge field – but not likely.  I think they may have targeted me from the SoundCloud platform.]

For this reason

  • our podcast platform already fully supports the new Apple Podcasts categories so you can improve your show’s discoverability
  • Spreaker allows you to set three categories – your podcast will rank in more than one category on iTunes at the same time – and fully customize the RSS feed tags
  • our service enables you to earn money with your podcast thanks to the Spreaker’s Monetization Program.

[Small quibble about supplying 3 reasons and not numbering them… and referring to “this reason” when it should be “these reasons”.  However, their nimble coding enabling the new categories quickly is encouraging when considering an alternative hosting platform.  Hopefully they keep up the speedy work.]

If you want to start using the new Apple categories and are curious about what Spreaker could do for your podcast – why not give us a try with our FREE, no strings attached, month-long trial.

All you need to do is click this special code: GETAPPLECATEGORIES

[Simple offer, clear time limit and a coupon code so they can identify subscribers from this campaign.]

If you need instructions to move your podcast over to Spreaker, you can follow this guide.

[More useful user guides to smooth a transition.]

We hope to see you on Spreaker sometime soon!

Template your own message

Follow the same paragraph structure when approaching your own prospects and try this for yourself.

Read more of our articles on copywriting and learn tips for your own marketing.

Customer Reviews – a reality check

The New Zealand Commerce Commission is investigating online retailers who they claim have manipulated customer reviews and testimonials in

“…conduct that was liable to mislead consumers by creating artificially positive impressions…”

NZ Commerce Commission website

What actions constitute “misleading consumers”?

Read more
podcast, economy watch, interest co nz, David Chaston, NZ Economy

Another Podcast launched

Today we announce the Economy Watch podcast by Interest.co.nz has launched. It’s a daily summary of the key overnight news that affects the New Zealand economy.

Short podcasts for news

In scoping the content and audience for this podcast, we decided that a short format podcast was a good choice. Listeners are on their way into work and can catch a 6-10 minute update quickly during their commute to work.

Authored by David Chaston, Editor and voiced by me (Rebecca Caroe), we are really pleased with the early listener feedback.

Please go and listen and tell me what you think. Appreciate it!

Tongue twister podcasting

Now here are the things I’ve found hard to say coherently in the episodes so far. See if you can spot them in the audio

German government bonds sold at a record low yield overnight. They sold 10-year Bunds [bund / bond]

India imposed higher retaliatory tariffs [why was retaliatory so hard?]

China’s Central government coffers [coffers was the issue here]

at the Japanese-hosted G20 summit [not sure why I can’t say summit]


seth godin, purple circle, marketing easter egg

Marketing using easter eggs

Little surprises that reward your customers are a really nice way of helping them to feel special.

Today I got a marketing easter egg from Seth Godin.

The benefits of careful reading

The message was short, barely formatted and it’s one I have waited a year to receive. Hidden in the fourth line was a surprise.

Don’t forget to look for the purple circle on the website to get the best price.

Seth Godin, The Marketing Seminar

…. and so I took a look.

It looked like a pretty piece of graphic art. But one of the circles had an embedded link. NICE….

Seth Godin, purple Circle, marketing easter egg, link hidden,
Hidden Marketing Easter Egg Link

How do you reward your loyal customers?

Sometimes I get frustrated when we make an offer and few people take it up. I think “That’s an AWESOME deal – why isn’t everyone paying attention and buying?” But I realise that I’m looking at it the wrong way around; I should be delighted that only the most savvy, the most loyal and most deserving customers are the ones who take up the offer.

I think of these as my “ultra-loyal” customers. They care enough to read. They don’t skip my messages and so I can give them a reward that others don’t take up.

Can you use an Easter Egg Marketing Strategy for your best customers?

Get insights into Seth’s thinking with his latest book This is Marketing – the course above is based on it.