Value Focus: Which aspect(s) of your product should your marketing emphasize?

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As a MarketingExperiments blog reader, I can already assume a few things about you. You're an evidence-based marketer. You are an effective communicator. You have an exceptional understanding of marketing. You are skilled at analyzing campaign effectiveness. And you have experience in a wide range of marketing disciplines.

But if you were pitching yourself at a job fair, and could emphasize only one of these elements about yourself, which would it be?

Savvy marketer that you are, I'm guessing you would first size up the company you're applying to - ask questions of the recruiter, take a look at the booth and read some of the literature - before deciding what value to highlight when presenting yourself.

The way you approach marketing your products and services should be no different.

 

Don't bury the lead

Almost every product or service has several ways it benefits customers. Your challenge is to determine the value focus - which element of value will you lead with in your marketing.

You may highlight more than one element of value as secondary benefits on your website, in your print ads and in your email marketing. However, there likely is a place within your marketing where you have to choose what the primary value focus should be - the headline of your print ad, the hero space on your homepage or, perhaps, the entirety of an email.

Let me give you an example from my own customer journey.

 

Connect with customer motivation

Photo: Kārlis Dambrāns

I recently purchased a Nissan LEAF. In looking at other cars compared to the LEAF, the car I chose offered many elements of value that Nissan highlights on its website:

• Save money when you use the car - The car is 100% electric, so, as Nissan's site says, you will “Never Pay For Gas Again. #KickGas” Another benefit is lower maintenance costs since it doesn't need oil changes, belts, etc.

• Nerd out - The car has a certain appeal to early adopters, just because it is electric. Plus, you can access several features (like turning the A/C on to have the car cool down before you get in it) from an app or through a portal on a website using something called telematics. It also has one of those wireless keys that you keep in your pocket when you start the car. Nifty. One headline on Nissan's microsite for the LEAF is “High-Tech. Low-Impact.”

• 100% fun - This is from a Nissan tagline: “100% electric. 100% fun.” This is kind of hard to quantify since some people will have fun driving a 4×4 pickup truck through a muddy field, which is a very different experience than what the LEAF offers. But I do find the car fun to drive, almost like driving an iPhone.

• Save the planet - Since it runs on electricity, the car does not pollute directly. In fact, Nissan stamps “Zero Emission” right on the side of the car.
  
  

  Photo: RACC

• Performance - Some carmakers sell their cars by screaming about a HEMI or horsepower or overhead cams. Nissan promotes “100% torque, 100% fun.” Because it's an electric car, the engine doesn't have to rev and shift gears to accelerate. It has instant torque. Now I'm not a car guy, so I don't really understand or care about what that means. But for driving on the highway, acceleration is important. And for a small car, it does accelerate quickly.

• Safety - Again, it's a smaller car, so safety could be a concern. It does have airbags all over the place - popping out of seats and the roof. Though this would seem to be an important issue to car buyers, I didn't see any prominent mention of safety on Nissan's microsite for the LEAF. 

These are just a few of the possible value elements that popped into my head. I'm sure there are many more.

When I was at the car lot, the salesman was able to size me up, ask me a few questions and determine my motivation. This meant he could easily pivot from one value focus to the other based on my responses.

Nissan has a bigger challenge on its microsite for the LEAF. Which points should it emphasize most prominently?

The path Nissan has taken at the top of its microsite is not to include a value focus at all. In fact, there isn't even really a headline.

 

The closest thing to a headline is “2016 Nissan LEAF®.” This does serve to orient the visitor that they are on the right page, but it doesn't present any value.

The other two major emphasized elements do not focus on the value either. Rather, before presenting value, the LEAF microsite communicates the cost (in this case, the starting price of its base S model) and an anxiety reducer (in this case, range anxiety, by highlighting how far the car can drive).

Below the fold, the microsite starts communicating value with a rotating animation of six banners (what used to be known as a Flash banner) listing different elements of value.

 

Simply put, Nissan has not chosen a value focus for the LEAF on this microsite. (This is not unique to the LEAF for Nissan; this microsite is a template it uses for all of its car models.)

Now, one could make the argument that visitors to this microsite are already so motivated that they don't need any value communication and their bigger concerns are price and range anxiety.

However, even if they are already motivated, you should reinforce that value once they hit the site. After all, a car purchase is a major decision, and you want to keep driving them up the funnel. It's also a way to let them know the LEAF is the car for them. “Hey, we understand you. You're among friends.”

Also, there are likely many less motivated car buyers who are just kicking the tires on several cars, and thus visiting many car sites. By leading with value (and the right value focus), you have the opportunity to turn those few moments of interest into deeper research about the vehicle you're selling.

If we take a look at the nearest competitor to the Nissan LEAF - the Tesla Model S - we can see that its landing page does lead with value. (It might be a stretch to consider these two models competitors due to the huge price discrepancy - and therefore, possibly differing motivations of its buyers - but they are the two best-selling all-electric cars in the U.S. and comprise 58% of all pure electric cars sold in the United States in 2015.)

 

Like the LEAF's page, the headline is pure orientation - “Model S” - however, the copy below focuses on value such as “Highest Safety Rating in America” and “Autopilot with Autosteer and Summon.”

 

How to determine your product's value focus for your marketing

We've discussed how it's important to communicate value in your marketing. But how do you determine what the value focus should be? Here is a simple process to get you started:

Step #1. Understand the product

Effective marketing merely clarifies the value inherent in the product, so begin with the product itself. What elements of value does it provide to customers? If you weren't involved with the product creation, talk to product developers, business analysts or business leaders who were. Then read professional ratings and customer reviews of your product to get an outside perspective on how well the product delivers on that intended value.

Step #2. Determine the persona

As I said above, there are many reasons to love a LEAF. If I were running a print ad about the car in “Organic Life” magazine, I would focus on the zero emissions and environmental/sustainability aspect. However, if I were writing an ad for “WIRED” magazine, I would focus on the techie/early adopter aspect. Your products likely has more than one customer segment. Before creating the messaging for a specific customer touchpoint, determine which segment or segments you will be communicating with.

Step #3. Ask the customer

Interview current and previous customers. Those who didn't buy. And those who are just in the segment you're targeting who may not even know about your product. Participate in forums and LinkedIn Groups that are popular with different customer segments. Talk to customer service, sales and other customer-facing positions in your organization. Read the magazines, blogs and Tumblrs that your ideal customers read, listen to their podcasts, and monitor their communication on social networks. Conduct focus groups. These are just some examples of ways you can ask customers what element of value most resonate with them.

Step #4. Test

The customer is always right. But the customer doesn't always know what he wants. So it's not enough to just ask your customers about value. This data simply helps you create hypotheses to test with real-world customers to see which value focuses generate the best response. Test value focus in your email. Test in your PPC ads. Identify elements of value that could be the most compelling value focus, and then run follow-up tests throughout the customer journey to discover how to best message that value focus.

 

You can follow Daniel Burstein, Director of Editorial Content, MECLABS Institute, @DanielBurstein.

 

You might also like

3 steps for laying your value prop testing groundwork

How to use social media to help discover why customers buy from you

Value Proposition Development  [Online course from MECLABS Institute]

 

The Two Types of Programmatic Advertising and Why Programmatic Matters

Before we get to the topic at hand, a definition of programmatic advertising. We define it simply as “Automated advertising buying coupled with machine learning.” Digiday defines it as "ad buying what typically refers to the use of software to purchase digital advertising, as opposed to the traditional process that involves RFPs, human negotiations and manual insertion orders. It's using machines to buy ads, basically.” 

Marketing Land, on the other hand, says programmatic advertising "helps automate the decision-making process of media buying by targeting specific audiences and demographics.” 

In terms of the different types of programmatic advertising, according to the Interactive Advertising Bureau (IAB)-which is an industry organization geared toward ensuring standards across the advertising ecosystem-there are two types of programmatic buying (the process in which you're buying advertising):

1. Programmatic Direct

Also known as Premium Programmatic Advertising, this is an automated technology-driven method used for buying, selling, or fulfilling advertising. It provides for an Automated Guarantee Systematic automation of sales process. No insertion order (IO) or master services agreement (MSA) covered within the partnership.

2. Programmatic Real Time Bidding (RTB)

Two types of RTBs are Open Auction (audience targeting) and Private Marketplace Deals-which require a private marketplace and allow for fixed pricing and data overlays. We are beginning to see more and more of this type of programmatic advertising being used every day. 

Why does programmatic matter?

The shift to programmatic tactics means a few things for marketers and the industry as a whole. In essence, it has validated and delivered against the need for data- driven, and accountable ROI-based media delivery. Additionally, it has enabled an efficient method for publishers to monetize core inventory.

That said, some advertisers have struggled with premium inventory falling outside of the standard programmatic categories and are still being required to fulfill unique and exclusive campaign needs.

Regardless, the entire programmatic category is seeing increased spending across the board due to its predictive yield and ROI for marketers and publishers alike, not to mention easy insertion processes and lower barriers to entry for most advertisers. 

In a nutshell, programmatic advertising aligns media with brand lift metrics for real ROI and only spends money where it will be effective. 

Download The Programmatic Guide For Modern Marketers, Publishers, And Media Planners to get the basics of using programmatic advertising and a lot more including the other questions marketers need to ask themselves as well as the needs agencies need to address. 

Building a CTA Button Your Leads Can't Help But Click

It's the great marketing paradox. We spend hours brainstorming and months testing the copy of our calls-to-action, but whether we ask our users to Sign Up Now, Start a Free Trial, Get Started, Request Access, or Learn More, all we really want them to do it click the button.

Just click the button.

So why do so many of our quality leads fail to comply with our simple request? The way your CTA button is set up on a landing page is just as important as the CTA itself. Otherwise, it's a button to nowhere.

Make your CTA pop on a pretty page

Visual appeal is everything. Before they see your CTA button, your landing page is the first impression your potential customers will have. Choose attractive, simple imagery – if your page is cluttered, your visitors won't know where to look. Color scheme also is important: Using complementary but contrasting colors help a page to pop.

Notice how the below example from PopSurvey is coordinated with shades of blue, allowing the pink in the logo and CTA to pop out on the page. The secondary CTA, “Pricing & Sign Up” in the header is a slightly duller pink that still stands out but doesn't distract from the main call-to-action button.

Ensure your page is easy to read and draws the attention of your customers' eyes – don't make them strain to read the text. The following landing page from Website Magazine is cluttered, has too many distracting colors, and small text. It's impossible to know where to look!

Get to the point

Customers won't have the patience to stay on your page if they don't know what you're offering. Use clear, strong wording to elicit the quick reactions that all good Calls-to-Action invoke.

Active verbs like “join” or “discover” can make people feel like they'll be a part of something or learn something new. Negative questions like “worried?” and “confused?” can tap into human fears – always an attention-getter. And make it personal and urgent – use pronouns like “your” or “my” to convey ownership, as well as time-sensitive words, as in “Get my free newsletter now.”

Dollar Shave Club is the perfect example of this. They speak to men (notice the “No commitment”) in a take-it-or-leave-it offer. Do it or don't. Either way, it's impossible to miss that big CTA.

The copy here is also fantastic. It flows well, the value proposition is clear, and each sentence subsequently gets shorter up to the CTA.

At Socedo, one of our landing pages, is frill-free. We're still A/B testing variations around “Start My Free Trial” or “Start My 14-Day Free Trial.” Regardless, previous testing has confirmed that the phrase “Free Trial” is crucial to our CTA buttons. It's simple and to the point, and users know exactly what will happen when they click the button. No matter where you look on our site–the landing page, the navigation, or the blog–you'll see a blue button with the “Free Trial” copy.

But just like any marketing strategy, you should always be A/B testing. What works for one brand might not work for another, and things can change over time.

Lead to the button with benefits

Drive more leads by offering your unique selling point. When a customer clicks on your CTA button, they should know why it will benefit them. Start with a confident headline on the page that conveys a key value you offer, and support it with a subhead that explains it. Follow with clear button copy that encourages users to claim these benefits.

If you're like everyone else – boring and wordy – you won't get your customers to pay attention or even to think about clicking your CTA. Add personality, emotions and enthusiasm to help draw in customers.

This landing page from Manpacks is fantastic and hilarious. It has a header with a clear benefit, in this case convenience on men's essentials. Then the subhead explains exactly what Manpacks offers. By the time the user reaches the CTA button, they already know what they are going to “Get Started” with.

Sqord is a fitness and game tracking wristband for kids. Their landing page isn't bad. It has a coherent color theme that reflects the audience and the product, the button pops, and it gets to the point. The headline is catchy but not very specific, and the subhead only provides a few more surface-level details: “Sqord is your online world, powered by real world play.”

By the time the user reaches the button text “Buy Sqord Membership & Gear” it's hard to know what they're actually buying. Is it the wristband, the app, or both? And why should I care?

Instill fear of missing out

You always want what you can't have, right? It's all about urgency. Customers hate missing out on a short-term offer. Focus on deadline phrases such as “limited time” or give them and end date. Add exclusivity to your product, when appropriate, with phrases like “while supplies last.” And CTAs that save money will always be a winning tactic. Customers can't ignore it.

This landing page from Slope, a visual marketing platform, creates FOMO (Fear of Missing Out) by implying only a limited number of people will be allowed access to the beta. In addition to avoiding this negative, the button creates a positive experience of exclusivity. If you're one of the select few who request early access, you'll be part of the inner club–the talk of the town at your next marketers' get-together.

Be creative

You'll probably notice a pattern to the successful landing page CTAs mentioned here. They all have a high-benefit header, an explanatory subhead, and a button with active verbs. They all have a coordinated color palette, with the button standing out. They all get right to the point.

Most importantly, they all have some level of creativity. You can read as many prescriptive tips for CTA buttons as possible, but at the end of the day, it's the unexpected element of your page that will give you the edge for higher conversion rates.

About the Author: Aseem Badshah, Founder and CEO of Socedo. Socedo helps sales and marketing professionals leverage social media data to discover, qualify, and nurture leads, automatically.

Value Focus: Which aspect(s) of your product should your marketing emphasize?

Tweet

As a MarketingExperiments blog reader, I can already assume a few things about you. You're an evidence-based marketer. You are an effective communicator. You have an exceptional understanding of marketing. You are skilled at analyzing campaign effectiveness. And you have experience in a wide range of marketing disciplines.

But if you were pitching yourself at a job fair, and could emphasize only one of these elements about yourself, which would it be?

Savvy marketer that you are, I'm guessing you would first size up the company you're applying to - ask questions of the recruiter, take a look at the booth and read some of the literature - before deciding what value to highlight when presenting yourself.

The way you approach marketing your products and services should be no different.

 

Don't bury the lead

Almost every product or service has several ways it benefits customers. Your challenge is to determine the value focus - which element of value will you lead with in your marketing.

You may highlight more than one element of value as secondary benefits on your website, in your print ads and in your email marketing. However, there likely is a place within your marketing where you have to choose what the primary value focus should be - the headline of your print ad, the hero space on your homepage or, perhaps, the entirety of an email.

Let me give you an example from my own customer journey.

 

Connect with customer motivation

Photo: Kārlis Dambrāns

I recently purchased a Nissan LEAF. In looking at other cars compared to the LEAF, the car I chose offered many elements of value that Nissan highlights on its website:

• Save money when you use the car - The car is 100% electric, so, as Nissan's site says, you will “Never Pay For Gas Again. #KickGas” Another benefit is lower maintenance costs since it doesn't need oil changes, belts, etc.

• Nerd out - The car has a certain appeal to early adopters, just because it is electric. Plus, you can access several features (like turning the A/C on to have the car cool down before you get in it) from an app or through a portal on a website using something called telematics. It also has one of those wireless keys that you keep in your pocket when you start the car. Nifty. One headline on Nissan's microsite for the LEAF is “High-Tech. Low-Impact.”

• 100% fun - This is from a Nissan tagline: “100% electric. 100% fun.” This is kind of hard to quantify since some people will have fun driving a 4×4 pickup truck through a muddy field, which is a very different experience than what the LEAF offers. But I do find the car fun to drive, almost like driving an iPhone.

• Save the planet - Since it runs on electricity, the car does not pollute directly. In fact, Nissan stamps “Zero Emission” right on the side of the car.
  
  

  Photo: RACC

• Performance - Some carmakers sell their cars by screaming about a HEMI or horsepower or overhead cams. Nissan promotes “100% torque, 100% fun.” Because it's an electric car, the engine doesn't have to rev and shift gears to accelerate. It has instant torque. Now I'm not a car guy, so I don't really understand or care about what that means. But for driving on the highway, acceleration is important. And for a small car, it does accelerate quickly.

• Safety - Again, it's a smaller car, so safety could be a concern. It does have airbags all over the place - popping out of seats and the roof. Though this would seem to be an important issue to car buyers, I didn't see any prominent mention of safety on Nissan's microsite for the LEAF. 

These are just a few of the possible value elements that popped into my head. I'm sure there are many more.

When I was at the car lot, the salesman was able to size me up, ask me a few questions and determine my motivation. This meant he could easily pivot from one value focus to the other based on my responses.

Nissan has a bigger challenge on its microsite for the LEAF. Which points should it emphasize most prominently?

The path Nissan has taken at the top of its microsite is not to include a value focus at all. In fact, there isn't even really a headline.

 

The closest thing to a headline is “2016 Nissan LEAF®.” This does serve to orient the visitor that they are on the right page, but it doesn't present any value.

The other two major emphasized elements do not focus on the value either. Rather, before presenting value, the LEAF microsite communicates the cost (in this case, the starting price of its base S model) and an anxiety reducer (in this case, range anxiety, by highlighting how far the car can drive).

Below the fold, the microsite starts communicating value with a rotating animation of six banners (what used to be known as a Flash banner) listing different elements of value.

 

Simply put, Nissan has not chosen a value focus for the LEAF on this microsite. (This is not unique to the LEAF for Nissan; this microsite is a template it uses for all of its car models.)

Now, one could make the argument that visitors to this microsite are already so motivated that they don't need any value communication and their bigger concerns are price and range anxiety.

However, even if they are already motivated, you should reinforce that value once they hit the site. After all, a car purchase is a major decision, and you want to keep driving them up the funnel. It's also a way to let them know the LEAF is the car for them. “Hey, we understand you. You're among friends.”

Also, there are likely many less motivated car buyers who are just kicking the tires on several cars, and thus visiting many car sites. By leading with value (and the right value focus), you have the opportunity to turn those few moments of interest into deeper research about the vehicle you're selling.

If we take a look at the nearest competitor to the Nissan LEAF - the Tesla Model S - we can see that its landing page does lead with value. (It might be a stretch to consider these two models competitors due to the huge price discrepancy - and therefore, possibly differing motivations of its buyers - but they are the two best-selling all-electric cars in the U.S. and comprise 58% of all pure electric cars sold in the United States in 2015.)

 

Like the LEAF's page, the headline is pure orientation - “Model S” - however, the copy below focuses on value such as “Highest Safety Rating in America” and “Autopilot with Autosteer and Summon.”

 

How to determine your product's value focus for your marketing

We've discussed how it's important to communicate value in your marketing. But how do you determine what the value focus should be? Here is a simple process to get you started:

Step #1. Understand the product

Effective marketing merely clarifies the value inherent in the product, so begin with the product itself. What elements of value does it provide to customers? If you weren't involved with the product creation, talk to product developers, business analysts or business leaders who were. Then read professional ratings and customer reviews of your product to get an outside perspective on how well the product delivers on that intended value.

Step #2. Determine the persona

As I said above, there are many reasons to love a LEAF. If I were running a print ad about the car in “Organic Life” magazine, I would focus on the zero emissions and environmental/sustainability aspect. However, if I were writing an ad for “WIRED” magazine, I would focus on the techie/early adopter aspect. Your products likely has more than one customer segment. Before creating the messaging for a specific customer touchpoint, determine which segment or segments you will be communicating with.

Step #3. Ask the customer

Interview current and previous customers. Those who didn't buy. And those who are just in the segment you're targeting who may not even know about your product. Participate in forums and LinkedIn Groups that are popular with different customer segments. Talk to customer service, sales and other customer-facing positions in your organization. Read the magazines, blogs and Tumblrs that your ideal customers read, listen to their podcasts, and monitor their communication on social networks. Conduct focus groups. These are just some examples of ways you can ask customers what element of value most resonate with them.

Step #4. Test

The customer is always right. But the customer doesn't always know what he wants. So it's not enough to just ask your customers about value. This data simply helps you create hypotheses to test with real-world customers to see which value focuses generate the best response. Test value focus in your email. Test in your PPC ads. Identify elements of value that could be the most compelling value focus, and then run follow-up tests throughout the customer journey to discover how to best message that value focus.

 

You can follow Daniel Burstein, Director of Editorial Content, MECLABS Institute, @DanielBurstein.

 

You might also like

3 steps for laying your value prop testing groundwork

How to use social media to help discover why customers buy from you

Value Proposition Development  [Online course from MECLABS Institute]

 

Make Your Cold Prospecting Emails Feel a Little Less Cold

Email marketing is often praised as one of the most effective marketing channels, and for good reason: you're reaching out to people who have already expressed interest in what you're doing.

But sometimes, especially in the realm of B2B, there's a case for reaching out cold…

I just met you, and this is crazy, but here's my number, so call me maybe?

I'm talking about cold prospecting emails: reaching out to someone you don't have a direct relationship with and starting a conversation.

Now, this isn't about blasting them with info about your business. It's about providing immediate value and serving up an irresistible next step.

It's worth noting that there's a fine line between cold prospecting and spam, so please read up on laws for your country. But when done right, reaching out cold can be an easy way to pull in highly qualified prospects - especially when you're A/B testing to perfect your strategy.

And that's exactly what this post is about.

Here are five recommendations for improving your cold prospecting email copy and subject lines - pulled from real-life testing data.

Let's dig in.

1. Get up close and personalize

If you don't have a relationship with the person you're reaching out to, you can at least demonstrate that you've done your research.

Mentioning the prospect's name and demonstrating familiarity with their business can help in easing that initial friction… in some cases.

Have a look at this A/B test we ran for a social media SaaS tool:

Subject A: If you chat with only one social media firm this year, make it {COMPANY}

Subject B: {PROSPECT} + {COMPANY}: let's work together

Subject B was the winner with a 38% lift in open rates (statistically significant) and more clicks. I found this somewhat surprising result because A, unlike B, mentions the subject matter - showing that the company has done their research.

However, I've found the combination of mentioning the prospect and client names in conjunction tends to beat many worthy subject line opponents.

Pro tip: Some of the most effective personalization comes before you send your first email - by getting your targeting right. Here are some key targeting elements to you get started:

• Geography


• Title


• Industry and company size


• Age, gender and other demographic criteria

Filtering by these factors will help you create and test hyper-targeted messages that prospects will be much more likely to find relatable.

The bottom line here? You can't send relevant messages before knowing who your prospect is.

Do your research and target your emails - the more personal, the better. (For extra credit, check out great Quora thread on why segmentation, targeting and positioning are important in your marketing efforts.)

Want more help writing emails that convert?

Check out our Smart Guide to Email Marketing Conversion for more pointers.

By submitting your email you'll receive more Unbounce conversion marketing content, like ebooks and webinars.

2. Prove your pudding!

There's a big difference between saying you improved something and demonstrating it.

When introducing your company to a prospect, get into the details of how you've helped other others. In particular, provide before-and-after statistics, usage numbers and any other data that demonstrate the impact your involvement had.

Take these two approaches to email body copy, for example, which we wrote for social media image recognition tool Ditto Labs:

The version on the left was the control that focused on concisely summarizing who uses the product and core benefits. Although well written and concise, it lacked any proof through hard numbers.

Our hypothesis was to sacrifice brevity for working in meaningful statistics and specifics around how the technology works.

The result?

The version on the right won… by a lot. It had a 61% higher CTR and 119% higher conversion to scheduled meetings.

What do I think contributed to the success of the challenger? A few things.

• The value proposition is super clear and encapsulated in five words: “Visual search for social media.”


• The second paragraph jumps right into what differentiates this technology from competitors.


• The third paragraph gets super specific about where Ditto gets it data.


• The fourth paragraph drives home the technology's value through hard numbers and data.

But most importantly, the second to last paragraph makes the next step crystal clear, which brings us to…

3. Sell the next step with a clear call to action

Forget about closing the deal in one email.

Focus instead on asking for a next meeting and getting in-depth on how it will be of huge benefit for your client, regardless of any future next steps.

Getting back to the Ditto body copy A/B test, take a look at the call to action from either variation:

Are you open to learning more?

In the losing version, the CTA feels abrupt and vague:

In the winning body copy, the same call to action is much more contextualized and therefore more actionable:

We make it clear that the way in which you'll learn more is via a 20-minute call. There's no guesswork - it's ”Yes” or “No” to a 20-minute call.

Here are some other questions and calls to action you can borrow to be even more direct in your cold email prospecting call to action:

• “What are a few times that work best for you over the next few days for a call?”


• “Please reply to this email with whether you're willing to talk further.”


• “When works for you tomorrow to jump on a quick call?”

The wording should fit your writing style and sales process, but be sure your call to action achieves three things:

1. Give context and specifics around the next step


2. Make the next step low pressure


3. Convey that the next step will be of value to your prospects, regardless of whether or not they become customers

At the end of the day, you're starting a conversation.

So be real ask to continue the conversation in a meaningful way.

4. Get the subject line right

The subject line sets the tone for your future relationship with your prospect - which should carry from the email to the landing page to the conversion and beyond.

If this sounds like a tall order, it's because it is. And there's no “hack” or “cheat” to get it right.

Ultimately, you need to test subject lines that feel and read true to you and your value proposition.

I'm about to show you a couple of subject line tests. The takeaways here are meant to serve as inspiration more than firm guidelines. Just because you see A/B testing data here or elsewhere does not mean it will apply to your business.

With that in mind, let's dig in.

Subject line test 1 for an anonymous company:

Subject A: You've got to see the new {product name}

Subject B: If you demo one {type} tool, make it {product name}

Subject C: Take 20 minutes to demo {product name}. It's worth it.

Winner? Subject C with a 44% higher CTR than A and 21% higher CTA than B.

Notice this is the only subject line of the three that talks about the length (20 minutes) of the demo. Also notice that it starts with a verb: “Take.” This subject line was probably the most successful because it's an upfront and specific call to action to take a 20-minute demo.

Subject line test 2 for another anonymous company:

Subject A: Save {prospect} significant time & money.

Subject B: This is the *one* {type} tool you must demo in {year}

Subject C: {Type} software that's 10% faster and actually pleasant to use.

Winner? Subject line B with 62% higher open rate than C and 18% higher than A.

What's my two cents? “10% faster” isn't that exciting in email copy, and “significant time & money” is pretty vague. Subject B skips the unimpressive stats and vague promises for a direct and upfront call to action.

So what's the point of sharing all this testing data?

To show that the words you use in prospecting email really matter. What message is going to encourage prospects to click and take the leap to set up a conversation with a stranger?

Choose your words carefully or get really wild - only a test will reveal what resonates best with prospects.

5. Keep the momentum going

You've tested for the most clickable subject line, and you've crafted a compelling CTA.

So what happens when prospects decide that they want to take you up on your “next step”?

Will you let them navigate to your website themselves and scramble for your contact information? Well, you could… but that's likely to kill the momentum you worked hard to build.

Instead, link to a dedicated landing page that continues the conversation you started in your subject line and email body copy. Reassure prospects that they're in the right place and that they're closer to receiving the value you promised them.

And if really want to get that landing page experience right, check out Unbounce's Landing Page Conversion Course.

Cold prospecting emails don't have to feel cold

Cold prospecting emails shouldn't feel cold.

It's the beginning of the relationship with your future prospects, so talk to them as you would your favorite client. And test all the things to be sure you're doin' it right.

Changes Atop Facebook's Communications Department

Facebook vice president of technology communications Caryn Marooney will add business communications to her plate in May, when VP for global business communications Mike Buckley leaves the company.

Re/code reported that Buckley is departing his post at the social network to work full-time at a company he co-founded in 2012, New Frontier Foods.

According to Re/code, Marooney will handle the entire communications team on a day-to-day basis, reporting to president of communications and public policy Elliot Schrage.

Re/code shared Buckley's message to his co-workers:

Facebook has been the best job I've ever had, and it's crazy to think about leaving, but my little startup has a chance to be more than little-and I have to go for it.

According to Re/code, New Frontier Foods is best-known for its Ocean's Halo seaweed snacks.

Images courtesy of the Facebook pages of Caryn Marooney and Mike Buckley.

The Two Types of Programmatic Advertising and Why Programmatic Matters

Before we get to the topic at hand, a definition of programmatic advertising. We define it simply as “Automated advertising buying coupled with machine learning.” Digiday defines it as "ad buying what typically refers to the use of software to purchase digital advertising, as opposed to the traditional process that involves RFPs, human negotiations and manual insertion orders. It's using machines to buy ads, basically.” 

Marketing Land, on the other hand, says programmatic advertising "helps automate the decision-making process of media buying by targeting specific audiences and demographics.” 

In terms of the different types of programmatic advertising, according to the Interactive Advertising Bureau (IAB)-which is an industry organization geared toward ensuring standards across the advertising ecosystem-there are two types of programmatic buying (the process in which you're buying advertising):

1. Programmatic Direct

Also known as Premium Programmatic Advertising, this is an automated technology-driven method used for buying, selling, or fulfilling advertising. It provides for an Automated Guarantee Systematic automation of sales process. No insertion order (IO) or master services agreement (MSA) covered within the partnership.

2. Programmatic Real Time Bidding (RTB)

Two types of RTBs are Open Auction (audience targeting) and Private Marketplace Deals-which require a private marketplace and allow for fixed pricing and data overlays. We are beginning to see more and more of this type of programmatic advertising being used every day. 

Why does programmatic matter?

The shift to programmatic tactics means a few things for marketers and the industry as a whole. In essence, it has validated and delivered against the need for data- driven, and accountable ROI-based media delivery. Additionally, it has enabled an efficient method for publishers to monetize core inventory.

That said, some advertisers have struggled with premium inventory falling outside of the standard programmatic categories and are still being required to fulfill unique and exclusive campaign needs.

Regardless, the entire programmatic category is seeing increased spending across the board due to its predictive yield and ROI for marketers and publishers alike, not to mention easy insertion processes and lower barriers to entry for most advertisers. 

In a nutshell, programmatic advertising aligns media with brand lift metrics for real ROI and only spends money where it will be effective. 

Download The Programmatic Guide For Modern Marketers, Publishers, And Media Planners to get the basics of using programmatic advertising and a lot more including the other questions marketers need to ask themselves as well as the needs agencies need to address. 

Twitter Direct Message: To DM or Not to DM?

Private or public messaging, that is the question-especially when it comes to social customer service. While most customer service interactions on Twitter start as a public message from a consumer, mentioning the name or @mentioning the handle of a brand, public messages aren't always the best place to share certain information or resolve an issue.

So when and why is it appropriate to initiate a Twitter Direct Message with a consumer? Read on to learn the ins and outs of Twitter DMs, how your brand can use them to provide better customer care, and other creative ways to use DMs to improve your presence on this popular network.

What Is a Twitter Direct Message?

The public side of Twitter allows users to Tweet messages of 140 characters or fewer, and these messages show up on their profile page and on the Home timelines of their followers. Direct Messages, on the other hand, are private one-on-one or group messages that only show up to those involved.

While Direct Messages used to be limited to 140 characters, just like public Tweets, Twitter expanded the character limit of Direct Messages to 10,000 in August 2015. Users can also send pictures, videos, GIFs and emojis via Direct Message.

You can start a Direct Message with any user or group of users who follow you, and you are also able to reply to anyone who sends you a DM even if they do not follow your account. Many businesses on Twitter have also enabled a setting that allows them to receive DMs from anyone, even accounts they don't follow, which is a strategic way to offer customers a private way to reach out. To receive DMs from anyone, you need to enable this functionality from the Security and Privacy settings page on Twitter.

Direct Messages for Twitter Customer Service

Brands can use Twitter Direct Messages in a variety of ways, from customer care to sales outreach. The most common use case is for social customer service. this allows brands to communicate in a private message, which gives users greater security if they need to share sensitive information to help resolve an issue. Additionally, the longer character limit allows both parties to explain an issue in greater depth.

Consider using a Direct Message if you want to:

• Send or request sensitive information


• Use more than 140 characters to troubleshoot an issue


• Change channels to email or phone and request contact information to do so


• Gather feedback on customer service interactions

To allow the customer to DM you, make sure you are following their account or have the option to allow DMs from anyone. In terms of protecting sensitive information, we recommend moving the conversation from public Tweets to Direct Messages if you need to ask for any of the following:

• Email address


• Phone number


• Mailing or billing address


• Personal account information


• Billing information


• Specific items they have purchased from you


• Security question or verification

You can also use Direct Messages to gather feedback after a customer service interaction. The Customer Feedback survey experience from Twitter allows users to privately share their feedback after service interactions with businesses. This feature is only available through Twitter customer service solutions partners like Sprout Social. Get more information on this feature here.

If you manage social for a brand, develop a protocol for when to use Direct Messages instead of public Tweets, and make sure everyone on your team is aware of guidelines and best practices. Protecting your customers' information should always be a priority on social and in customer care.

Make the Switch: Taking a Conversation From Tweets to Direct Messages

While users often reach out with a Tweet, you can prompt them to switch to Direct Message instead. On native Twitter, you can simply reply to their Tweet with a request that they send a DM.

If you use a social media management tool like Sprout, it's even easier to switch to Direct Messages. Once you have configured your settings on Twitter to allow anyone to DM your business, you will see an option in Sprout to send a DM prompt in your Twitter reply window. When responding to a Tweet, click the Add DM Link button to add a deep link that will take the customer directly to his or her Direct Message Compose screen.

When switching from public Tweets to Direct Messages, we recommend sending a public reply first so it's clear you're addressing the conversation in a private channel. This way any other users who witnesses the interaction will know your brand is responsive and available to address any issues that arise.

Creative Uses for Twitter Direct Messages

DMs can also be used as a channel to facilitate sales outreach, connect with influencers and potential partners, surprise and delight community members or develop relationships with members of your community.

Surprise & Delight Your Fans

A quick look at M&M's handle shows its social team practices social media monitoring to identify opportunities to create deeper experiences with consumers and fans. When one user shared her love for the song in an M&M's commercial, the brand found an opportunity to share a sweet treat and sent her a message to take the conversation to Direct Message.

.@NDmom No better way to start your day! Can you DM us for a sweet treat? – The M&M'S Crew pic.twitter.com/ujSKaJfW67

- M&M'S® Brand (@mmschocolate) March 23, 2016

Connect With Influencers & Members of the Media

Monitoring mentions of your brand on Twitter should be part of every business social media strategy. When you use these mentions as a talking point, you begin fostering relationships that ultimately build up your community.

Start by identifying mentions from members of the media and social media influencers, and develop a strategy for personalized outreach using Direct Messages. Whether you send a simple thank you, offer to put them in touch with the best point of contact for future stories, or propose a partnership, DMs can be a great way to get the conversation started.

Nurture Sales Leads & Facilitate Social Selling

Consumers are increasingly turning to social media to research products and services before buying. In fact, 75% of consumers say they use social media in their buying process. Paying attention to conversations about your brand as well as adjacent topics can help you identify opportunities for social selling.

For example, here at Sprout Social, we often see Twitter users asking their peers to share their favorite social media management tools. When appropriate, we casually strike up a conversation to answer any specific questions they may have about Sprout and offer a link to a free 30-day trial if they've expressed interest.

In many cases, these conversations are public-facing. However, when someone wants to schedule a demo, inquires about custom pricing often take up more than 140 characters. So we take the conversation to Direct Messages in order to get contact information and to connect people with a Product Specialist.

Develop Relationships With New Followers

Welcoming new followers to your community is a nice touch, whether you send a Tweet or a Direct Message. Consider using Direct Messages to start a conversation with new members of your audience. For example, you can open with a question about what brought them to your brand or offer to help. You can even provide a discount code to thank them for their interest in your product or service.

Some brands opt to pursue new follower outreach with automated Direct Messages. But we encourage you to think about all the possible ramifications before adopting automatic social media messaging platforms for your business. An impersonal and clearly automated message comes across as spam. Automated DMs can quickly transform a new follower from an eager potential customer to someone who dismisses your brand and unfollows you outright.

When considering whether to automate any part of your brand's social presence, ask yourself whether you're adding value for your audience. If the answer is no, automation probably isn't the best fit.

Best Practices for Twitter Direct Messages

Most of the best practices that apply to using Twitter Direct Messages ring true across public and private social channels:

• Be human. Treat DMs as a conversation and reflect the same brand voice and tone you use publicly-even when dealing with a frustrated or angry customer.


• Send timely responses. If you have a Twitter account, customers will assume they can use it to talk to your brand. If you ignore DMs or take hours-or even days-to respond, you are missing an opportunity to make your customers happier and increase brand loyalty.


• Provide value. Your social media strategy should include both marketing tactics and a significant plan for social customer care. Make sure you are using DMs to effectively resolve issues, help customers and leave them with a positive impression of your brand.

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As Twitter has expanded its offerings to help businesses practice social customer care, Direct Messages have continued to provide a way to build trust and relationships between brands and consumers. Don't be afraid to address your customers on a more personal level. But at the same time, make sure you're following the right DM etiquette before you start messaging away.

How does your business use DMs? Leave a comment and let us know!

This post Twitter Direct Message: To DM or Not to DM? originally appeared on Sprout Social.