By Katrina Olson
This article originally appeared on tedmag.com on April 22, 2016.
At last year’s NAED AdVenture marketing conference, a whopping 60 percent of attendees were female, and approximately 43 percent were under age 36.
Contrast that with the demographics of electrical contractors.
The average age of the electrical contractor is 56.2, according to Electrical Contractor magazine’s 2014 Profile of the Electrical Contractor. And you probably won’t be surprised to learn that women hold only one percent of all electrician jobs, according to 2009 Census data.
“How do I market to people who are very different from me?”
A good marketer gets to know their customers, inside and out—who they are, what keeps them up at night, and how they make decisions. By understanding customers’ concerns, buying habits, attitudes, preferences and behaviors, you’ll get a feel for what kinds of media and messages they’ll respond to. Along the way, you’ll also learn about trends in their businesses and industry.
“How do I learn more about my customers?”
Following are seven ways you can find out what makes your customers tick. Some are pretty easy; others are more involved. But all should yield valuable insights..
1. Read your customers’ trade publications.
Most industries have trade association and publications. Health Facilities Management, Facilities Manger, Facility Management Decisions, Electrical Contractor, and Buildings and Electrical Contractor are just a few.
2. Join online groups.
Is there a LinkedIn group or social media platform where your customers and prospects hang out? Observe without participating or commenting to learn what’s important to them.
3. Ask your salespeople.
If you can’t talk directly to customers, talk to those who do. Counter staff, inside sales, outside sales, and customer service representatives can give you insight into what your customers care about.
4. Attend company events.
Get out from behind your desk or computer and attend counter days, workshops, training sessions, and other opportunities to get to know your customers. Try to uncover your customers’ hot buttons and pain points.
5. Contact customers directly.
Call or email some of your key customers and ask specific questions—like how they want to learn about new products and services. Or take them out to lunch. Explain that you want to better understand their business so you can better serve them.
6. Conduct a short survey.
Curious about what media your customers are consuming? Want to know what social media platforms they’re using? Wondering how much they use their smartphones? Ask them!
7. Host a focus group or customer advisory council.
To get honest feedback about what your customers think, conduct a focus group or establish a customer advisory council that meets every year. Rotate members out every few years to get fresh perspectives. (To make sure you get candid comments, hire an outside facilitator and leave the room.)
How can I apply this knowledge to be a better marketer?
Here’s an example. The electrical contractor’s role is evolving as they become more heavily involved in design and specification. Also, building systems are becoming more integrated and interdependent, using data hubs that communicate with each other. All systems are tied together; so all the products must be compatible with each other.
As a result, electrical contractors may look to you for comprehensive solutions, not just individual products. Electrical contractors will also rely more heavily on the electrical distributor’s expertise to help them choose the right products for both new and existing systems.
This knowledge should change the way you position and brand your company, and the way your salespeople are trained, too. Instead of just selling and marketing products, you’re marketing your staff’s expertise and product knowledge.
The trick is putting yourself in your customer’s and prospect’s shoes. That means not just understanding their wants and needs—but speaking their language. That takes a little more practice. But the more research you do, the easier it gets.
Olson is a marketing and public relations consultant, and principal of Katrina Olson Strategic Communications. She has written for tED magazine’s print edition since 2005, judged tED magazine’s Best of the Best Competition since 2006, and emceed the Best of the Best Awards ceremony for a total of seven years. She can be reached at Katrina@katrinaolson.com or via her website at katrinaolson.com
If you’re a marketing vice president, manager or coordinator, ask yourself these questions:
- Do you feel like no one understands what you do?
- Do you wish you had someone to bounce your ideas off of?
- Do you sometimes feel like you’re working in a vacuum?
- Do you think you can’t afford to attend a marketing workshop?
If you answered yes to even one of these questions, consider hosting a Marketing Roundtable.
What is a Marketing Roundtable?
The Marketing Roundtable is an interactive, hands-on session where you and your fellow marketers, usually in remote locations (e.g. different cities, states, branches) physically get together to:
- Share marketing successes (and maybe a few failures)
- Learn about a new aspect of marketing like social media, marketing automation, writing or brand building.
- Get feedback on your past, current and future marketing efforts.
- Share resources—programs, software, apps and other tools that make your work and your life easier.
- Discuss your challenges, frustrations and victories.
- Develop a plan for attacking that big, hairy project you’ve been dreading (one-day workshop).
- Begin building a strategic marketing plan for the next year (two-day workshop).
Working together, we will coordinate a one- or two-day meeting at a location you choose. Averaging $251 per person for the one-day workshop and $365 for the two-day workshop, this training is affordable for almost any company.
What’s the fee for hosting a Marketing Roundtable?
Because Corporate Marketing Roundtables are held at one of your locations, pricing does not include meeting or hotel rooms, refreshments/meals, audio-visual and equipment (e.g. LCD projector and screen, white board and/or large notepads with easels). However, if you want to go off site, you will be responsible for securing a meeting location.
The chart below summarizes Marketing Roundtable rates, which include:
- Planning, arrangements and other communication
- Content planning and development
- Developing slide deck and presenting
- All transportation—flight, rental car
You are responsible for:
- Hotel accommodations (meeting room and my guest room, if needed)
- LCD Projector and screen, white board and/or large note pads
- Copying and binding workbooks/handouts, 8.5”x11” – no. of pages TBD
Some items are negotiable, depending on your situation.
Schedule Your Marketing Roundtable today!
To discuss the possibility of a Marketing Roundtable for your company, or to schedule a similar meeting like a Customer Advisory Council session or Focus Group, email me at Katrina@KatrinaOlson.com for more information or schedule a phone call.
I promise, we’ll learn a lot, share a lot, and have a lot of fun!