Success Through Strategy!

Strategy Matters delivers news, tips and strategies for effective communications through traditional and social media. 

Upcoming Presentations!

Sept. 17 - Eau Claire, Wis.
"Killer Media Relations"

Sept. 25 - Wisconsin Dells, Wis.
"How to Talk About Social Media...to the C-Suite"

Oct. 8 - Eau Claire, Wis.
"Engage Your Customers: A Step-by-Step Approach"

Oct. 16 - Eau Claire, Wis.
"Your Employees = Your Brand Ambassadors"
Are You Treating Your Current Customers Extra Special? You Should Be!

 

We've all heard it before and we'll likely hear it again, but it's very true and very important: "Your best customers are your current customers." Yet how many business owners, consultants and marketers spend far more time and effort attempting to "woo the new" instead of focusing on delighting those that have already chosen them?

Balance, of course, is the key. We must always be seeking new sources of revenue because we never know when existing sources may diminish for whatever reason. But, in the process of doing that, we can't lose sight of the value of the business we already have. We can't become complacent about the loyal customers and clients that have been with us for years. 

They matter too. In fact, we might argue, they matter more!

If you're spending more time and effort to make a good impression on those you haven't engaged with yet, it may be time to evaluate whether you're sending the signal to your loyal customers that they're just not that important.

Recommended Reading:
Engaging Audiences Through Social Media

Social media is critical for most (but still not all) businesses these days. It is a key communication channel that allows businesses and individuals to connect with a wide audience very cost-effectively.

 

As a business owner I maintain both LinkedIn and Twitter (@StratCommun) accounts for myself and have used them to successfully connect with prospects, clients, the media and other audiences. I've gained more than one client simply through my LinkedIn profile.

 

As a marketing communication consultant I work with clients to develop and manage their online presence through content marketing and management. These activities generally involve a strategy around driving traffic from various social media activities (LinkedIn, Twitter, YouTube, blogs, etc.) to their web sites to generate some specific action, ultimately leading to a sale or new client interaction.

 

I've found the keys to online success involve primarily:

  • Providing useful, relevant content for a specific market. It also may be necessary to have multiple profiles online so you can send targeted messages. Trying to "be all things to all people" doesn't typically generate good results.
  • Staying engaged. This is where I see many struggle. They participate in social media in fits and starts. What is required for success, though, is a constant, steady drumbeat of information and activity over time. It can take some time to get traction, but once you do the flywheel effect kicks in and engagement grows exponentially.

There are obviously a lot of nuanced details that come into play as well. But these are the two "big buckets" that are foundational for online marketing success.

 

Recommended Reading: 

The Everything Guide to Customer Engagement 
Is Your Plan Really A Strategy (and why it matters)  


I'm a strong proponent of the value of strategic planning but I'm also glad to acknowledge that the vast majority of strategic plans rarely drive real action or measurable results. The reasons why are numerous, but a recent article I read in Harvard Business Review made a great point about strategy.

 

In The Big Lie of Strategic Planning Roger L. Martin, makes the point that, inevitably, whenever the word "strategy" is used, it's often in conjunction with the word "plan" -- those two words then become, somehow forever, and inaccurately, intertwined. 

 

This piece resonated with me because I've often said that I wish we just called the whole process "strategic doing" instead of "strategic planning." The big benefit of the process, after all, is not in the planning--it's in the doing.

 

Your plan is not your strategy. Your strategy is not your plan.

 

One of the biggest disappointments I tend to have when working with groups to develop strategic plans is that they rarely take the time to create real strategies. There are a variety of reasons for this:

  • The concept of strategy can be difficult to grasp even for the most intelligent among us; it can take time to grasp the concept, but once you do it's powerful.
  • It's difficult for those in the planning process to step outside the operational realities of their work. They're too close to the day-to-day and struggle to take a higher level, and potentially more innovative, view of what the future might hold.
  • The inputs to the planning process may be based more on supposition and opinion than real data. If you're building strategies on opinions you could be either missing opportunities or chasing ones that aren't there.
  • They're engaged in GroupThink and stepping over the "elephants in the room." Team members are often hesitant to rock the boat, especially when their bosses and senior leaders are present. 

What to do about it? Martin offers some general advice in four broad categories; read more here.

Free White Paper!  

LinkedIn Posts Secret Sauce: What You Can Learn From the Top 100 LinkedIn Posts. 

We analyzed the Top 100 long-form posts on LinkedIn to see what gave them traction and led to views ranging from about 500,000 to 2.7 million! Learn what we found and how you can apply these simple best practices to your own LinkedIn content development.

Volume: 6 - Issue: 8
 August 2014
Strat Comm logo
In This Issue
Current Customers are Special
Engaging Audiences
Is Your Plan Just a Strategy?
We're In the News! 



4 Surefire Ways to Win Back Customers With Email



Research Matters
Some recent news and  research you may be interested in--we were!