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Expedia And Sales Chutzpah

Peter · May 22, 2017 · Leave a Comment

A Lesson From Expedia On Sales Chutzpah

OK, we all have bad customer service experiences. I get it. But when the bad experiences go across four Expedia service phone conversations (that lasted about three plus hours over two days) and another six back and forth Twitter direct tweets and the customer who is spending over $5,000 on the trip is still unsatisfied (that’s me), there must be something wrong with how Expedia runs the humanbeing (vs. digital) sales service side of its business.

No, This Post Is Not About Expedia. It Is About Your Ad, PR, Digital, etc. Agency

Stick with me because this blog post is actually about a way to grow your agency – a way that requires a bit of chutzpah. However, before I get to your agency and an unignorable sales tactic, I have to share a tiny bit of customer service related background to set up the chutzpah recommendation.

A few weeks ago, I used Expedia to book two tickets from Mexico City to Budapest for a summer trip to see the Hungarian F1 Grand Prix race. This week, I called Expedia to change the trip by adding a few days up front and move the original first destination from Budapest to Vienna. I knew about and was willing to spend the extra $500 flight change charge and, before I called, I had also looked at all of the available flight options. I was prepared for the service rep call. But, I was not prepared for the following:

Expedia’s phone system could never recognize my itinerary number or phone number (the ones that are listed on Expedia’s original flight plan document). I knew I was in the system because when I finally got to a rep, she recognized the numbers. What’s up with Expedia’s automated phone system and the interface with its database?

While it took me about 30 seconds to get to the Iberia Airlines and Expedia sites to find my reservation detail, it took the multiple Expedia reps I talked to at around two minutes.

I was repeatedly asked if Mexico City was my origination airport (I live in Mexico) and if I was to change flights in Madrid as stated on my reservation. Um, yes.

The reps took forever to find alternative flights although I was helping them find the alternatives. And on. I won’t bore you with more including the third rep who apologized for how sloooooow Expedia’s computer was working.

Taken individually, these don’t appear to be too onerous. However, in aggregate, they were and I gave up without making the flight change.

OK, two more points.

I was so pissed off that I sent LinkedIn InMails to three Expedia marketing execs gently complaining about the service and asking them if they ever sat in on customer calls – consider this action an internal “Store-Check”. It’s been four days since I sent the emails. Any response? No. Sure these folks get lots of emails. But, I used attention-getting customer-centric subject lines.

Surprise: Inbound Marketing Works

Peter · March 1, 2017 · Leave a Comment

Inbound Marketing Works

Some inbound marketing tips about half way down. But, ya know, I just gotta start with a story.

OK, no big surprise here… I just have to say it. Inbound marketing does work. Why am I bringing up this subject that you probably think about every day? Because I have been starting to see some thinking that the overabundance of marketing content and SEO activity, especially in your B2B space (I am talking about advertising agency business development), is reducing the effectiveness of inbound. Well, it is. In fact, all forms of marketing appear to be less effective for the average marketer. But, here is the deal. A hefty segment of inbound marketers are clearly winning. They are winning because of their strategic approach, well-targeted tactics and, most importantly, how they execute. The winners use both best practices and the objective of being unignorable.

Some background.

My wife and I are building a house down here in San Miguel de Allende, Mexico. It will kinda look like the photo on the left – more windows and a different color. Click on the link to see why we moved down here and how (yes, I know that some of you have thought about leaving the USA too — shhhh, I won’t tell). As new house builders and ones that will need to purchase a bunch of furniture because we totally downsized when we left Portland OR last July, we need some new stuff. This got me thinking that I’d rather have people like you buy my services and send me cash vs. simply raiding my savings. Therefore, I ramped up my inbound marketing about a month ago to slightly increase my leads. Because, yes you know this is coming… Inbound works.

The Inbound Marketing Switch

Over the past four weeks, I’ve gotten inbound leads from advertising agencies in Sweden, Dubai, Adelaide, Botswana, San Jose, San Francisco, Seattle, Atlanta, and Toledo. I’ve even gotten incoming from multi-national networks.

I got these seemingly random, but very hot global leads because I flipped the inbound switch. A switch I found in 1995.

I have been doing social media and inbound marketing since the mid-90’s. Without getting into great detail, my first web business was New Jersey Online, a very early news website. We used social media in the form of viewer forums about New Jersey and New York sports (the Giants, Jets, Knicks, Nets, Islanders, Rangers and Devils, oh and the Yankees and Mets) and all the local kid’s sports teams and entertainment to capture the attention of a huge audience. We added daily content from four news sources (they were called newspapers). We grew an audience that was even larger than the New York Time’s website (I love saying this.) We won the New Jersey / New York metro battle by using social media, the power of sharing and… inbound marketing.

Back To Today

Here are the the switches I’ve thrown since January. No, no secrets here. It is just about execution and online sales pressure. I offer these as a reminder that targeted inbound marketing activity begets sales lead activity.

I’ve been posting more often. Some are long posts repurposed from other thought-leadership platforms I’ve used.
I’ve been amplifying and reposting my current and past best read posts beyond my website via my newsletter, linkedIn, Facebook and Twitter.
I agreed to speak at my client Hannapin Marketing’s big Los Angeles PPC Hero Conference. They have promoted me.
Because of the speaking gig, I was interviewed by Paul Wicker of the super-smart ad tech company ADSTAGE.
A very large multi-office agency (one I am going to give a pitching seminar to) decided to tell all of their execs to buy my book on pitching and then get reimbursed. February was one of my best selling months. The book, actually an outbound strategy, gets the word out.
HubSpot is about to run another one of my guest posts and they just invited me to present on one of their large international webinars.

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So, my message is simple. Inbound activity works. Google likes it and they grant you better search positioning (FYI: it took Google less than an hour to crawl this page). Increased activity stimulates the readers of your emails, Facebook page, LinkedIn Followers and your groups. Stimulation with the right content to the right people delivers sales leads.

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And, since I know you like infographics, here is a crisp one from StraightNorth. As they say,”The Internet marketing lead generation ecosystem illustrates how all components fit together to form cohesive campaigns. It is intended to give marketing leaders a blueprint for building a complete Internet marketing strategy that maximizes sales lead generation.”

How To Build A Client Prospect list

Peter · May 6, 2016 · Leave a Comment

The Ad Agency Client Prospect List

Update 28 March 2019: I am adding ContactOut to my list of tools that can help you find the work email address and phone numbers of your prospects. You know, the prospects that are on your very focussed short list of clients that want to work with you but do not know you exist. Some smart product language from ContactOut:

ContactOut is a simple browser extension that helps you find email addresses and phone numbers of anyone on LinkedIn. We’ve been around for just over three years and already have thousands of users from a third of the Fortune 500 (like Microsoft, PwC, and Symantec). ContactOut finds emails from 75% of Linkedin users (2x better than the next closest competitor) at a 97% accuracy rate. It’s earned us multiple mentions on the ahrefs blog as one of the best freemium email outreach tools available.

Inbound Marketing Is Nice, But…

I am a card-carrying inbound marketer. Most of my advertising agency clients come to me via my inbound efforts that include some decent SEO, hundreds of informative blog posts and SMM (Social Media Manipulation – take that S&M). This is most likely how you found this website.

However, if your marketing an advertising agency that knows what clients it should have based on its brand position, category experience, and skills, inbound alone won’t do the trick. You will need to employ one or more outbound marketing techniques to directly reach those clients and their decision makers. You’ll do this by creating a list. Yes, a duh. But, a critical duh. I do not agree with the idea that B2B direct marketing is dead. Only DM programs that can and should be ignored are dead.

I loved building client prospect lists for my ad agency. The act of list building focused our business development objectives and strategies and provided a very clear trajectory for our outbound and inbound marketing programs. I view the art and science of database building to be a critical element of business development.

I recommend that my advertising agency clients develop a top 25 to 50 company/owner/marketing director business development ‘A’ list. These are those special clients that will be directly and personally targeted via a customized thought-leadership sales program. You will have to go well past cold calling to warm calling to entice these marketers to listen to your message.

At the same time, build a longer list (250 – 1,000) for less intensive outreach via somewhat automated marketing tools like your email program. This list is designed to keep you top-of-mind within a much broader set. Note: My regional agency Citrus had a monthly mailing list of well over 1,500. One of the key values of this large list was that we knew that we needed to stay top-of-mind within a very large group of people who know people. Any of these might wake up needing a new agency. Be active, not too passive.

Prospect List Building Criteria – From Macro To Micro

Establish your ‘A’ list using strategic and realistic client prospect criteria. In the past, I have used the following criteria to build lists for my agency. Of course, your criteria might be different.

First, include any prospects that you already know or you know you from existing lists including your email list (a key reason to have an active blog); past events (like what you should do with all of those collected business cards) and your very own LinkedIn, Twitter and Facebook Followers.

Secondly, make a list of all of the clients in your target categories (specific business categories to geographic fit) that currently use competitive agencies. Obvious? Sure. But, you’d be surprised at how few agencies keep this client opportunity list fresh.

Decision-Making Criteria – You Want to get to “Yes.”

Here is a list of primary criteria questions for that ‘A’ list. If the answer is a big ‘no’ you might not want to waste your time with this client. [Read more…] about How To Build A Client Prospect list