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
Hello, LinkedIn friend! I have a favor to ask—and an offer for you. Over the next few months, I’m beta testing some marketing products I’ll offer on my new and improved website which will launch in the next couple of months.
This one is a Marketing Scorecard.
Have you ever wondered how your marketing efforts measure up? Of course, the real proof is in the results. But what, specifically, could you do to make them more effective?
If you truly want to learn how you can improve your marketing, and you want an honest, professional evaluation of your team’s work, this is for you.
For the past 10 years I’ve been evaluating others’ work—as an advertising professor and a judge for tED Magazine’s Best of the Best Marketing Competition. So it just seemed natural to put that experience and expertise to work for my friends and clients.
Don’t be a-scared. This isn’t about criticism—it’s about learning, growing and improving. And the Marketing Scorecard isn’t just for evaluating what you’ve already done. You can take what you’ve learned and apply it to all of your future marketing efforts.
Here’s how it works. It’s really quite simple.
Think about your efforts from the past 6 months or so. It might be a blog, direct mail piece, website, brochure, or email campaign. Did it perform as expected? If not, do you know why not? If you’re not sure, you have a perfect candidate for the Marketing Scorecard. Here are the 3 steps to the process:
- I’ll send you a Submission Form. (LinkedIn message me and I’ll send it to you.) You’ll complete the form and email it to me along with a high quality, easily readable PDF of your marketing piece.
- I will evaluate your piece based on 4 categories: strategy, execution, and mandatories (those things every good marketing piece should have and do), and format. Within each category are 5 criteria worth 5 points each, for a possible score of 100. (Plus, there’s extra credit!)
- After I review and score your submission, we’ll set up a teleconference to review the criteria and your score, talk about areas of improvement, and discuss recommendations for future efforts.
If you have an effort that’s not done but in near-final form, you can submit it. Maybe it’s something your team, department or agency is working on. Let’s look at it together while you can still make adjustments!
And of course, since I’m still evaluating and testing the Marketing Scorecard, I’d like your feedback on what worked, what didn’t and how you felt about the process.
Trust me…I’m a professional and a mom.
Yes, it’s an opinion; but it’s based on 35 years’ marketing experience, 3 degrees and 40+ regional and national awards. I’m not bragging; just saying you can be confident that you’re getting objective, informed, professional feedback.
And I know how to give constructive feedback. I’ve been nurturing the sensitive egos of millennials for the past decade. (And I have teen and preteen daughters.)
Actually, I think you’ll find the experience kind of fun and energizing.
It’s free—for now.
When I officially launch the Marketing Scorecard, it will cost somewhere between $150 and $250. But during this testing phase, it’s free to all of my LinkedIn friends. (One per company, please.)
This offer is good for about a month or two while I work out the bugs…unless I get too busy! In other words, I reserve the right to rescind this offer at any time.
If you’re ready to jump, or if you just have questions, LinkedIn message me! We can chat digitally or on the phone. And thank you in advance for your help!
Katrina Olson is an award-winning marketing and public relations consultant, marketing coach/trainer, writer, and principal of Katrina Olson Strategic Communications. She has been writing professionally for 25+ years for national, regional and local clients. She can be reached at firstname.lastname@example.org or via her website at katrinaolson.com.