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4 different personality types of customers

When your business is all about offering service and quality experiences for customers, it is important to know about different types of customers and what motivates and encourages them to buy and be loyal. Although each customer is unique and should be treated as an individual, there are essentially four broad personality types that apply in retail and service environments.

Understanding personality types = more effective customer service 

It is not necessarily the case that one customer personality type is preferable to others. However, if your business is committed to quality service, an awareness and understanding of different personality types can certainly increase the effectiveness of customer service and deliver great outcomes, including increased profit, market share and brand reputation.

‘The Director’:

Customers who are comfortable taking charge and know what they want and when they want it, fit the Director personality type. These people may present as demanding and can seem intimidating and unwilling to consider alternative viewpoints.

A customer with a Director type personality will typically refuse small talk, preferring to ascertain facts, determine the relevance of a product or service and make decisions without delay. Directors have clear goals and want the best value for the lowest price within the timeframes they set.

‘The Analyst’:

Customers with an analytical type personality, unsurprisingly, often represent professions such as accountancy, engineering and science, where research, accuracy and analysis are critical. Analysts seek information and assess all possibilities before making a decision.

Analysts love facts, details and descriptions of products and services, and our training programs cover these aspects of working with customers of this personality type. It can be useful to understand that Analysts read manuals and the fine print and value this more than attempts made at small talk when they are in a retail environment.

‘The Belonging/Relater’:

People who feel a strong need to be part of a group fit the Relater/Belonging customer personality profile. Your business or service is likely to become part of such a customer’s network and be included on their list of ‘go to’ places. Because of their networks, these customers know someone who knows someone who can assist them to get what they want.

‘The Socialiser’:

Socialisers love conversation and establishing new relationships.

Socialisers want to create new friendships. They cannot be treated in the same way as an Analyser or Director and bombardment with facts and statistics will repel them. In contrast to customers fitting the Belonging type, loyalty is not as vital to Socialisers as they shop in a variety of places that they have established relationships with.

Understanding the different personality types of customers can help you to provide more targeted and effective service that meets the customer’s needs and strengthens the profit and position of your business.

Published by Tim Millett 08 October 2013

If you would like to us to deliver tailored customer personality trait training to your staff please do not hesitate to contact us.

8 Rules for Good Customer Service

1 Good Customer Service Made Simple

customers-being-served
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.

How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.”

I know this verges on the kind of statement that’s often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently follows the eight rules following:

2 Answer your phone.

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Image (c) Justin Horrocks / Getty Images

Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say “someone”. People who call want to talk to a live person, not a fake “recorded robot”.)

3 Don’t make promises unless you will keep them.

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Image (c) Robert Daly / Getty Images

Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise – because nothing annoys customers more than a broken one.

4 Listen to your customers.

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Image (c) PhotoAlto/Odilon Dimier / Getty Images

Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

5 Deal with complaints.

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Image (c) Vasko Miokovic Photography / Getty Images

No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service. Properly dealt with, complaints can become opportunities.

6 Be helpful – even if there’s no immediate profit in it.

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Image (c) Geri Lavrov / Getty Images

The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to?

7 Train your staff.

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Image (c) Steve Debenport / Getty Images

Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.

Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn’t) regularly. (Good Customer Service: How to Help a Customer explains the basics of ensuring positive staff-customer interactions.) Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at…”

8 Take the extra step.

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Image (c) Andrew Bret Wallis / Getty Images

For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3”. Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.

and finally – Throw in something extra.

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Image (c) Mint Images – Tim Robbins / Getty Images

Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.

Good Customer Service Pays Big Dividends

If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? Over time good customer service will bring in more new customers than promotions and price slashing ever did!

7 Personality Traits of Top Salespeople

 

Seven Personality Traits of Top Salespeople

If you ask an extremely successful salesperson, “What makes you different from the average sales rep?” you will most likely get a less-than-accurate answer, if any answer at all. Frankly, the person may not even know the real answer because most successful salespeople are simply doing what comes naturally.

Over the past decade, I have had the privilege of interviewing thousands of top business-to-business salespeople who sell for some of the world’s leading companies. I’ve also administered personality tests to 1,000 of them. My goal was to measure their five main personality traits (openness, conscientiousness, extraversion, agreeableness, and negative emotionality) to better understand the characteristics that separate them their peers.

The personality tests were given to high technology and business services salespeople as part of sales strategy workshops I was conducting. In addition, tests were administered at Presidents Club meetings (the incentive trip that top salespeople are awarded by their company for their outstanding performance). The responses were then categorized by percentage of annual quota attainment and classified into top performers, average performers, and below average performers categories.

The test results from top performers were then compared against average and below average performers. The findings indicate that key personality traits directly influence top performers’ selling style and ultimately their success. Below, you will find the main key personality attributes of top salespeople and the impact of the trait on their selling style.

1. Modesty. Contrary to conventional stereotypes that successful salespeople are pushy and egotistical, 91 percent of top salespeople had medium to high scores of modesty and humility. Furthermore, the results suggest that ostentatious salespeople who are full of bravado alienate far more customers than they win over.

Selling Style Impact: Team Orientation. As opposed to establishing themselves as the focal point of the purchase decision, top salespeople position the team (presales technical engineers, consulting, and management) that will help them win the account as the centerpiece.

2. Conscientiousness. Eighty-five percent of top salespeople had high levels of conscientiousness, whereby they could be described as having a strong sense of duty and being responsible and reliable. These salespeople take their jobs very seriously and feel deeply responsible for the results.

Selling Style Impact: Account Control. The worst position for salespeople to be in is to have relinquished account control and to be operating at the direction of the customer, or worse yet, a competitor. Conversely, top salespeople take command of the sales cycle process in order to control their own destiny.

3. Achievement Orientation. Eighty-four percent of the top performers tested scored very high in achievement orientation. They are fixated on achieving goals and continuously measure their performance in comparison to their goals.

Selling Style Impact: Political Orientation. During sales cycles, top sales, performers seek to understand the politics of customer decision-making. Their goal orientation instinctively drives them to meet with key decision-makers. Therefore, they strategize about the people they are selling to and how the products they’re selling fit into the organization instead of focusing on the functionality of the products themselves.

4. Curiosity. Curiosity can be described as a person’s hunger for knowledge and information. Eighty-two percent of top salespeople scored extremely high curiosity levels. Top salespeople are naturally more curious than their lesser performing counterparts.

Selling Style Impact: Inquisitiveness. A high level of inquisitiveness correlates to an active presence during sales calls. An active presence drives the salesperson to ask customers difficult and uncomfortable questions in order to close gaps in information. Top salespeople want to know if they can win the business, and they want to know the truth as soon as possible.

5. Lack of Gregariousness. One of the most surprising differences between top salespeople and those ranking in the bottom one-third of performance is their level of gregariousness (preference for being with people and friendliness). Overall, top performers averaged 30 percent lower gregariousness than below average performers.

Selling Style Impact: Dominance. Dominance is the ability to gain the willing obedience of customers such that the salesperson’s recommendations and advice are followed. The results indicate that overly friendly salespeople are too close to their customers and have difficulty establishing dominance.

6. Lack of Discouragement. Less than 10 percent of top salespeople were classified as having high levels of discouragement and being frequently overwhelmed with sadness. Conversely, 90 percent were categorized as experiencing infrequent or only occasional sadness.

Selling Style Impact: Competitiveness. In casual surveys I have conducted throughout the years, I have found that a very high percentage of top performers played organized sports in high school. There seems to be a correlation between sports and sales success as top performers are able to handle emotional disappointments, bounce back from losses, and mentally prepare themselves for the next opportunity to compete.

7. Lack of Self-Consciousness. Self-consciousness is the measurement of how easily someone is embarrassed. The byproduct of a high level of self-consciousness is bashfulness and inhibition. Less than five percent of top performers had high levels of self-consciousness.

Selling Style Impact: Aggressiveness. Top salespeople are comfortable fighting for their cause and are not afraid of rankling customers in the process. They are action-oriented and unafraid to call high in their accounts or courageously cold call new prospects.

Not all salespeople are successful. Given the same sales tools, level of education, and propensity to work, why do some salespeople succeed where others fail? Is one better suited to sell the product because of his or her background? Is one more charming or just luckier? The evidence suggests that the personalities of these truly great salespeople play a critical role in determining their success.


Written by Steve W. Martin teaches sales strategy at the University of Southern California Marshall School of Business. His new book is titled Heavy Hitter I.T. Sales Strategy: Competitive Insights from Interviews with 1,000+ Key Information Technology Decision Makers.

rankbrain

FAQ: All about the Google RankBrain algorithm

Google’s using a machine learning technology called RankBrain to help deliver its search results. Here’s what’s we know about it.

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Google uses a machine-learning artificial intelligence system called “RankBrain” to help sort through its search results. Wondering how that works and fits in with Google’s overall ranking system? Here’s what we know about RankBrain.

The information covered below comes from three original sources and has been updated over time, with notes where updates have happened. Here are those sources:

First is the Bloomberg story that broke the news about RankBrain (See also our write-up of it). Second, additional information that Google has now provided directly to Search Engine Land. Third, our own knowledge and best assumptions in places where Google isn’t providing answers. We’ll make clear where these sources are used, when deemed necessary, apart from general background information.

What is RankBrain?

RankBrain is Google’s name for a machine-learning artificial intelligence system that’s used to help process its search results, as was reported by Bloomberg and also confirmed to us by Google.

What is machine learning?

Machine learning is where a computer teaches itself how to do something, rather than being taught by humans or following detailed programming.

What is artificial intelligence?

True artificial intelligence, or AI for short, is where a computer can be as smart as a human being, at least in the sense of acquiring knowledge both from being taught and from building on what it knows and making new connections.

True AI exists only in science fiction novels, of course. In practice, AI is used to refer to computer systems that are designed to learn and make connections.

How’s AI different from machine learning? In terms of RankBrain, it seems to us they’re fairly synonymous. You may hear them both used interchangeably, or you may hear machine learning used to describe the type of artificial intelligence approach being employed.

So RankBrain is the new way Google ranks search results?

No. RankBrain is part of Google’s overall search “algorithm,” a computer program that’s used to sort through the billions of pages it knows about and find the ones deemed most relevant for particular queries.

What’s the name of Google’s search algorithm?

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It’s called Hummingbird, as we reported in the past. For years, the overall algorithm didn’t have a formal name. But in the middle of 2013, Google overhauled that algorithm and gave it a name, Hummingbird.

So RankBrain is part of Google’s Hummingbird search algorithm?

That’s our understanding. Hummingbird is the overall search algorithm, just like a car has an overall engine in it. The engine itself may be made up of various parts, such as an oil filter, a fuel pump, a radiator and so on. In the same way, Hummingbird encompasses various parts, with RankBrain being one of the newest.

In particular, we know RankBrain is part of the overall Hummingbird algorithm because the Bloomberg article makes clear that RankBrain doesn’t handle all searches, as only the overall algorithm would.

Hummingbird also contains other parts with names familiar to those in the SEO space, such as PandaPenguin and Payday designed to fight spam, Pigeon designed to improve local results,Top Heavy designed to demote ad-heavy pages, Mobile Friendly designed to reward mobile-friendly pages and Pirate designed to fight copyright infringement.

I thought the Google algorithm was called “PageRank”

PageRank is part of the overall Hummingbird algorithm that covers a specific way of giving pages credit based on the links from other pages pointing at them.

PageRank is special because it’s the first name that Google ever gave to one of the parts of its ranking algorithm, way back at the time the search engine began, in 1998.

What about these “signals” that Google uses for ranking?

Signals are things Google uses to help determine how to rank webpages. For example, it will read the words on a webpage, so words are a signal. If some words are in bold, that might be another signal that’s noted. The calculations used as part of PageRank give a page a PageRank score that’s used as a signal. If a page is noted as being mobile-friendly, that’s another signal that’s registered.

All these signals get processed by various parts within the Hummingbird algorithm to figure out which pages Google shows in response to various searches.

How many signals are there?

Google has fairly consistently spoken of having more than 200 major ranking signals that are evaluated that, in turn, might have up to 10,000 variations or sub-signals. It more typically just says “hundreds” of factors, as it did in yesterday’s Bloomberg article.

If you want a more visual guide to ranking signals, see our Periodic Table Of SEO Success Factors:

Periodic Table Of SEO Success Factors 2015

It’s a pretty good guide, we think, to general things that search engines like Google use to help rank webpages.

And RankBrain is the third-most important signal?

That’s right. From out of nowhere, this new system has become what Google says is the third-most important factor for ranking webpages. From the Bloomberg article:

RankBrain is one of the “hundreds” of signals that go into an algorithm that determines what results appear on a Google search page and where they are ranked, Corrado said. In the few months it has been deployed, RankBrain has become the third-most important signal contributing to the result of a search query, he said.

What are the first- and second-most important signals?

When this story was originally written, Google wouldn’t tell us. Our assumption was this:

My personal guess is that links remain the most important signal, the way that Google counts up those links in the form of votes. It’s also a terribly aging system, as I’ve covered in my Links: The Broken “Ballot Box” Used By Google & Bing article from the past.

As for the second-most important signal, I’d guess that would be “words,” where words would encompass everything from the words on the page to how Google’s interpreting the words people enter into the search box outside of RankBrain analysis.

That turned out to be pretty much right. In March 2016, Google reveled the first two factors were content and links. Or links and content, because it wouldn’t say which was first. For more, see our article:

What exactly does RankBrain do?

From emailing with Google, I gather RankBrain is mainly used as a way to interpret the searches that people submit to find pages that might not have the exact words that were searched for.

Didn’t Google already have ways to find pages beyond the exact query entered?

Yes, Google has found pages beyond the exact terms someone enters for a very long time. For example, years and years ago, if you’d entered something like “shoe,” Google might not have found pages that said “shoes,” because those are technically two different words. But “stemming” allowed Google to get smarter, to understand that shoes is a variation of shoe, just like “running” is a variation of “run.”

Google also got synonym smarts, so that if you searched for “sneakers,” it might understand that you also meant “running shoes.” It even gained some conceptual smarts, to understand that there are pages about “Apple” the technology company versus “apple” the fruit.

What about the Knowledge Graph?

The Knowledge Graph, launched in 2012, was a way that Google grew even smarter about connections between words. More important, it learned how to search for “things not strings,” as Google has described it.

Strings means searching just for strings of letters, such as pages that match the spelling of “Obama.” Things means that instead, Google understands when someone searches for “Obama,” they probably mean US President Barack Obama, an actual person with connections to other people, places and things.

The Knowledge Graph is a database of facts about things in the world and the relationships between them. It’s why you can do a search like “when was the wife of obama born” and get an answer about Michele Obama as below, without ever using her name:

obama wife

How’s RankBrain helping refine queries?

The methods Google already uses to refine queries generally all flow back to some human being somewhere doing work, either having created stemming lists or synonym lists or making database connections between things. Sure, there’s some automation involved. But largely, it depends on human work.

The problem is that Google processes three billion searches per day. In 2007, Google said that 20 percent to 25 percent of those queries had never been seen before. In 2013, it brought that numberdown to 15 percent, which was used again in yesterday’s Bloomberg article and which Google reconfirmed to us. But 15 percent of three billion is still a huge number of queries never entered by any human searcher — 450 million per day.

Among those can be complex, multi-word queries, also called “long-tail” queries. RankBrain is designed to help better interpret those queries and effectively translate them, behind the scenes in a way, to find the best pages for the searcher.

As Google told us, it can see patterns between seemingly unconnected complex searches to understand how they’re actually similar to each other. This learning, in turn, allows it to better understand future complex searches and whether they’re related to particular topics. Most important, from what Google told us, it can then associate these groups of searches with results that it thinks searchers will like the most.

Google didn’t provide examples of groups of searches or give details on how RankBrain guesses at what are the best pages. But the latter is probably because if it can translate an ambiguous search into something more specific, it can then bring back better answers.

How about an example?

While Google didn’t give groups of searches, the Bloomberg article did have a single example of a search where RankBrain is supposedly helping. Here it is:

What’s the title of the consumer at the highest level of a food chain

To a layperson like myself, “consumer” sounds like a reference to someone who buys something. However, it’s also a scientific term for something that consumes food. There are also levels of consumers in a food chain. That consumer at the highest level? The title — the name — is “predator.”

Entering that query into Google provides good answers, even though the query itself sounds pretty odd:

food chain consumerNow consider how similar the results are for a search like “top level of the food chain,” as shown below:

top_level_of_the_food_chain_-_Google_SearchImagine that RankBrain is connecting that original long and complicated query to this much shorter one, which is probably more commonly done. It understands that they are very similar. As a result, Google can leverage all it knows about getting answers for the more common query to help improve what it provides for the uncommon one.

Let me stress that I don’t know that RankBrain is connecting these two searches. I only know that Google gave the first example. This is simply an illustration of how RankBrain my be used to connect an uncommon search to a common one as a way of improving things.

Can Bing do this, too, with RankNet?

Back in 2005, Microsoft starting using its own machine-learning system, called RankNet, as part of what became its Bing search engine of today. In fact, the chief researcher and creator of RankNet was recently honored. But over the years, Microsoft has barely talked about RankNet.

You can bet that will likely change. It’s also interesting that when I put the search above into Bing, given as an example of how great Google’s RankBrain is, Bing gave me good results, including one listing that Google also returned:

What’s_the_title_of_the_consumer_at_the_highest_level_of_a_food_chain_-_BingOne query doesn’t mean that Bing’s RankNet is as good as Google’s RankBrain or vice versa. Unfortunately, it’s really difficult to come up with a list to do this type of comparison.

Any more examples?

Google did give us one fresh example: “How many tablespoons in a cup?” Google said that RankBrain favored different results in Australia versus the United States for that query because the measurements in each country are different, despite the similar names.

I tried to test this by searching at Google.com versus Google Australia. I didn’t see much difference, myself. Even without RankBrain, the results would often be different in this way just because of the “old-fashioned” means of favoring pages from known Australian sites for those searchers using Google Australia.

Does RankBrain really help?

Despite my two examples above being less than compelling as testimony to the greatness of RankBrain, I really do believe that it probably is making a big impact, as Google is claiming. The company is fairly conservative with what goes into its ranking algorithm. It does small tests all the time. But it only launches big changes when it has a great degree of confidence.

Integrating RankBrain, to the degree that it’s supposedly the third-most important signal, is a huge change. It’s not one that I think Google would do unless it really believed it was helping.

When Did RankBrain start?

Google told us that there was a gradual rollout of RankBrain in early 2015 and that it’s been fully live and global for a few months now.

What queries are impacted?

In October 2015, Google told Bloomberg that a “very large fraction” of the 15 percent of queries it normally never sees before were processed by RankBrain. In short, 15 percent or less.

In June 2016, news emerged that RankBrain was being used for every query that Google handles. See our story about that:

Is RankBrain always learning?

All learning that RankBrain does is offline, Google told us. It’s given batches of historical searches and learns to make predictions from these.

Those predictions are tested, and if proven good, then the latest version of RankBrain goes live. Then the learn-offline-and-test cycle is repeated.

Does RankBrain do more than query refinement?

Typically, how a query is refined — be it through stemming, synonyms or now RankBrain — has not been considered a ranking factor or signal.

Signals are typically factors that are tied to content, such as the words on a page, the links pointing at a page, whether a page is on a secure server and so on. They can also be tied to a user, such as where a searcher is located or their search and browsing history.

So when Google talks about RankBrain as the third-most important signal, does it really mean as a ranking signal? Yes. Google reconfirmed to us that there is a component where RankBrain is directly contributing somehow to whether a page ranks.

How exactly? Is there some type of “RankBrain score” that might assess quality? Perhaps, but it seems much more likely that RankBrain is somehow helping Google better classify pages based on the content they contain. RankBrain might be able to better summarize what a page is about than Google’s existing systems have done.

Or not. Google isn’t saying anything other than there’s a ranking component involved.

How do I learn more about RankBrain?

Google told us people who want to learn about word “vectors” — the way words and phrases can be mathematically connected — should check out this blog post, which talks about how the system (which wasn’t named RankBrain in the post) learned the concept of capital cities of countries just by scanning news articles:

image00There’s a longer research paper this is based on here. You can even play with your own machine learning project using Google’s word2vec tool. In addition, Google has an entire area with its AI and machine learning papers, as does Microsoft.

Also be sure to see our article, How Machine Learning Works, As Explained By Google.

NOTE: This story has been revised from when it was originally published in October 2015 to reflect the latest information.

Word of Mouth Marketing (WOMM)

Why Word Of Mouth Marketing Is The Most Important Social Media
Word of Mouth Marketing (WOMM). Isn’t this really the original social media platform? I grew up with the famous Faberge commercial that showed a woman who “told 2 friends” about the product and how “they told 2 friends … and so on … and so on”. Hasn’t WOM always been a powerful way to influence business results?

I recently attended a conference where I heard several experts on different types of social and mobile marketing present. Suzanne Fanning, President of WOMMA (Word of Mouth Marketing Association), gave a very interesting, data-based presentation on the power of WOMM and contemporary efforts to create experiences worthy of being passed from person-to-person. What follows are thoughts she shared with me regarding the importance of WOMM and examples of how marketers are taking advantage of its power.

Why should Marketers care about WOMM?

If you could master what has been identified as the most valuable form of marketing—the one that consumers trust above all others and the one that is most likely to drive sales for your company — would you instead choose to ignore it or leave it to chance?

Why would you simply choose to sit back and hope conversations will just happen organically about your brand? If you want to win the marketing race in 2015, you need to unleash the power of word of mouth.

Let’s look at the facts. According to Nielsen, 92% of consumers believe recommendations from friends and family over all forms of advertising. WOMMA and the American Marketing Association (AMA) decided to find out exactly what brands were doing about that fact. In a recent study, 64% of marketing executives indicated that they believe word of mouth is the most effective form of marketing. However, only 6% say they have mastered it.

If consumers value word of mouth and marketers believe it is effective, then why aren’t marketers more focused on it?

The problem is that for the last few years, marketers have been focused on “collecting” instead of “connecting.” In other words, brands are too caught up in collecting social media fans and they are forgetting to actually connect with them. Having 100 really passionate fans that love your brand or product is exponentially more effective than having 10,000 “fans” who signed up just to win a free iPad from you.

Just like in life—if you have to buy your friends, are they really your friends?

And why should we stop at likes anyway? Why not shoot for LOVE.

Marketers used to focus on the 4 P’s. You probably had them drilled into your head as you pursued your marketing degree. Well, now marketers need to focus on the three E’s: Engage, Equip, Empower. If you can master these, you can become the most beloved and talked about product in your category, which will ultimately lead to increased sales. We’ve seen a good WOMM campaign generate thousands of conversations, recommendations and triple sales in just a year (yes, even for the boring products).

Can you explain the Three E’s in more detail?

Engage—Give your fans the gift of you. Engage with them. Listen to what they are telling you. Be part of the conversation about your brand. Be a presence in your fans’ lives. @NikeSupport is a prime example of customer service done well. They constantly respond to followers on Twitter, whether it’s about their apparel, Fuel Band or other products. Every few minutes, you can watch them respond to someone new.

Equip—Give them reasons to talk. It can be amazing products, great service, insider knowledge, social elevation, incredible stories, unbelievable facts or even funny disclosures. It’s on you. It really depends on you understanding your consumers and what they like about you and providing whatever it is they need from you. Apple revolutionizes technological devices and delivers amazing products to its consumers, allowing them to naturally raze about the newest iPhone. Another area to excel in and that’s on the rise is social customer service.

Empower—Give consumers different ways to talk and share. Let them know that they are important to you and that sharing their opinions is important to you. Help them find ways to share within their circles and find ways to help move their conversations around. Lay’s is an excellent example to highlight how they empowered their fans to “Do Us a Flavor,” and allow consumers to create a new flavor of potato chips to hit store shelves. Over 3.8 million submissions were sent in 2013 making it one of the biggest marketing campaigns for PepsiCo owned Frito-Lay.

If WOMM has been around for a long time, why should it be a focus now?

You are right. It has been around, well, since cavemen roamed the earth. It’s likely that one caveman told another about a popular hunting area (… and so on and so on) and ultimately that turned the site into the most popular hunting area in their cave community.

It worked then, and it will work now. However, technology has increased social connectivity making it easier than ever for consumers to do your marketing for you. A post that takes just a few minutes for a fan to write will be seen by hundreds of friends who trust them, and it can rapidly travel out to thousands more. Very well planned messages have been shared by millions within the span of days. Look at the Epic Split video by Volvo featuring Jean-Claude Van Damme, the video was released on YouTube on November 14, and on the first day the film was viewed over 6.5 million times and shared over 32 thousand times. Then in four weeks it was shared over 6 million times across social networks. It quickly became the most shared film on YouTube. The clip has received extensive media coverage from all over the world as well, and has been the subject of approximately 20,000 editorial pieces online thus far. No disrespect to our cave friends, but it was not possible to achieve those kind of results without technology. You should also consider the fact that those who read the post could potentially have millions of offline conversations with friends, families, acquaintances or even consumers looking perplexed in store aisles.

Fueling conversations and driving passion will make a huge difference for your brand.

Are there any consistent characteristics that successful WOMM campaigns tend to have?

Keep in mind that a good WOMM strategy is credible, social, repeatable, measurable and respectful. Dishonesty is NEVER acceptable.

Do you have any case studies you can share?

These three unforgettable WOMMY winners can help showcase the power of word of mouth.

Marina Maher Communications won a WOMMY in the Influencer category for their Kimberly-Clark campaign. The Depend team created The Great American Try On to take the issue out of the bathroom into the most public of places, recruiting celebrities and football players — who don’t need Depend – to try it on, tell America how they felt, and ask them to try it too and support two relevant charitable causes. Sampling requests increased by 720% vs. sample requests for a new product launch a year prior.

M Booth received a WOMMY in the Introduction category for their work on Canvas Lands’ End. The brand launched Canvas Lands’ End – a new collection geared to the younger millennial segment of the population by partnering with eight established bloggers to create the first-ever virtual “blog-up shop” series. The campaign earned $105K in sales and generated 60 million earned media impressions on blogger partner sites.

WOMMA recognized Zeno Group with an Engagement award for their Seattle’s Best “Black Friday Coffee Break” campaign, which focused on a segment of the target – retail workers – by offering free coffee to those working on Black Friday. Consumers leveraged the program through an interactive Facebook application. New fans were encouraged to “like” the page and choose from the following options: Have a free sample of Seattle’s Best Coffee sent straight to your mailbox, stop by a participating retail location for a free cup of brewed coffee on Black Friday, or print a $2 off coupon. The brand received 125 million total impressions in two weeks and 6 million YouTube impressions.

Being talked about requires a strategy and a plan that goes beyond “likes”. It requires deeper insight about your customers. As John Moore, marketer for Starbucks and Whole Foods says, “If people are not talking about you, they are forgetting about you.” The WOMMA’s mission is to help marketers master this method, so take advantage of their expertise.

this article was written by Kimberly A. Whitler, contributor forbes.com

The Top Wine Trends Expected in 2017

The Top Wine Trends Expected in 2017

The wine world is a constantly growing industry. Each year the statics change, and more wine is consumed. The markets are carefully watching the millennial generation. Wine slushies have become a big hit. Organic, biodynamic and natural wines are wanted. Doesn’t reading all that make you want to grab a glass or maybe not?

Here are the top trends you should expect to see next year.

1. Generational Growth

The Millennials generation out-drank the Baby Boomer’s generation in 2016 from a long awaited prediction. Now that the entire generation is of age to drink, about 28% of millennials drink wine on a daily basis. That means the markets will target millennials and the wine they drink.

So what wines should you expect on the shelves in 2017? Millennials won’t take the time to read how long the wine has aged. However, they will grab a bottle off the shelf if it has a graphic logo or catchy name. About 51% of millennial women said that they would prefer sustainably bottled, or organic wines. Does this mean that next year will aim to save the earth one wine bottle at a time?

2. Wine Slushies

For the summer of 2016, wine slushies were the perfect recipe to pin on your “Wine & Dine” board on Pinterest. All it takes is blending wine, fruit, and ice into a refreshing frozen drink. If you didn’t catch this new fad over the summer, don’t worry. Wine Slushies have been around for a while, but they recently caught the attention of consumers of the “DIY” world.

The recipes to try at home will soon become available at your convenience. You can find them at a few restaurants already, but by 2017, they will most likely be on the menus at local restaurants and bars all over the country. Can you imagine having a wine slushy with your favorite meal while you’re out? Yum!

3. Biodynamical Bottles

Remember how women of the millennial age drink more sustainable, organic wines? Well biodynamic, organic and minimal intervention wines are up and coming. This type of wine goes by the new terminology of “natural” wines. There are no requirements for wine to be “natural” and the process is much easier than certified organic wines. However, the wine is made from organic or biodynamic grapes.

The process behind making biodynamic and natural wine follows the concept of “let the wine make itself”. Biodynamic wines are made from a holistic point of view, where the process is natural and leaves the earth the way it was before. Grapes are grown with care all the way down to the soil. Natural wines are made with similar ingredients to biodynamic wines, but don’t require the holistic process of how the grapes are grown. Either way the “natural” wines are made, they are becoming a popular choice on the shelf. Who wouldn’t want to support sustainability?

4. Bourbon Barrel Wine

Have you heard of bourbon barrel wine? This is a current trend of 2016, and will definitely be something you’ll continue to see in 2017. You often hear about “aged wine” when someone determines if it’s a good bottle of wine. Most aged wine sits in a barrel at some point, even if some white wines can do without. Sustainability is a concept that’s trending, and “natural” wine isn’t the only way to stay sustainable in the world of wine.

Barrels that once held bourbon or whiskey are being refurbished and used to age wine. The oak barrels are charred for aroma and flavor. Adventurous wine drinkers are recommended to try it, which means more people are learning about this type of wine. The popularity of bourbon barrel wine is continuing to increase, and will definitely be a topic to talk about in 2017. So will you take a walk on the wild side and try this type of wine?

5. Drinking Out Vs. Drinking In

Do you often have a glass of wine when you go out to eat, or do you drink your wine at home that you bought from a liquor store? On-premise wine sales are on a decline, while off-premise wine sales are on an incline. People want to drink wine by the bottle at home, rather than spend a little extra money on a glass of wine while they’re out.

It’s not just the wine sales that are down, beer sales are down as well. In fact, sales were down 1.6% in 2015, and continued to decline. So this could be something you will continue to see in 2017. The average income for 2016 just wasn’t high enough for bars and restaurants to raise their on premise sales. People are less willing to splurge while they’re out. So the decline of on premise wine sales won’t come as a shocker in 2017.

To Wine, or Wine Not?

Although people aren’t drinking wine at bars and restaurants like they used to, wine is still something to talk about. There are a lot of up and coming wine trends that will continue to evolve next year. If you’re a wine lover, you have every reason to be excited about for 2017. So sit back, relax and pour yourself a glass!

original article by the winerist a UK based wine & food destination travel website

13 Tips to Improve the Winery Experience

Tasting rooms at wineries have become a big business, with ever-grander facilities that draw millions of people, which leads to fancier facilities and more visitors. It’s a virtuous cycle — mostly. Here are some tips for the tasting rooms themselves:

 

Lower the high pressure on the wine clubs. This isn’t the most important issue — that would be No. 2 below — but we bring it up first because this has recently gotten out of control at some places. We understand that wine clubs — in which people sign up for, say, a bottle from the winery every month for a year — are great profit centers. Some wineries even pay tasting room personnel commissions on them (winery job postings sometimes read like this one: “Compensation $15 per hour plus commission and wine club membership bonuses”). So having a wine club and mentioning it to tasters, maybe even handing out a pamphlet, is just fine. But we sometimes feel like we’ve suddenly been dropped into a room of time-share salesmen. At one winery in the Carneros region of California, we were having a nice time tasting wine and looking at the scenery when a wine-club salesman sat down next to us on the patio and was so aggressive that we finally left. At a winery in the Santa Cruz region, one of the two women behind the bar was selling another couple so aggressively on the wine club that she never even said hello to us, and we left. Winery visits should be so pleasant and the wines so tasty that we want to join the club. We shouldn’t have to be beaten into it.

Train your tasting room personnel and treat them well. We have visited far too many tasting rooms where the people behind the counter don’t really know anything about the wines, which makes the whole experience mediocre. No, not everyone has to know which wines were made with the punch-down method and which trellis system was used, but a basic understanding of the wines is essential. At some tasting rooms, there are easy-to-read technical sheets that deal with issues like malolactic fermentation, should anyone care. This is a very good idea. Also, we are old enough to have visited tasting rooms when the people behind the counter were pretty much always winemakers or family members. We know that’s now impossible at many places, but if wineries at least treat their tasting-room personnel like family members, it’s more likely that they will, in turn, treat visitors like guests in their home and actually talk with them instead of just mouthing a tired script.

Practice some crowd control. Especially on weekends, too many wineries are overcrowded. Tasting rooms have to figure out a way to deal with this. Maybe it’s possible to put out a “No Vacancy” sign when the parking lot is full. Or maybe, on nice days, put some chairs and tables outside for the overflow. Or, like some wineries already do, open a “reserve room” where better wines are poured for more money. We understand there are all sorts of issues here, some of them related to local laws, but no one is really having a very good time when a tasting room is like the bathroom at Shea Stadium during the seventh-inning stretch, and this isn’t good for you. (Along the same lines, try to figure out something to do about the increasing number of drunk people. Some wine regions are coming up with various plans — like levying a sanction on tour companies that bring disorderly people to wineries — and we’re all for that.)

It’s OK to charge for tasting, but… Keep the tasting fees simple. Many small wineries these days still don’t charge for tasting, and that’s great. But we understand that this may not be possible for many wineries and that’s fine. If you charge, though, keep it simple. We’ve visited some tasting rooms where the whole fee structure was so complex that we wanted to call our tax lawyer to figure it out. How about one fee for a basic tasting and a higher fee for better wines? Simple is better.

It’s OK to charge for tasting, but… Refund the money with a purchase of a certain amount. We have been to some places where we spend more than $100 and still get charged a $3 tasting fee. This is annoying. (Again, local laws may affect this.)

Forget the “free” glass. It’s hard enough to lug around and, in many cases, ship the wines we have bought. We really don’t want the glass with your logo that comes with the paid tasting. It’s a sweet gesture and we know you think that this will be free advertising for you when your tasters get home, but we have never, ever been to anyone’s home where they served us wine in a glass that had something like MEDIAZOE WINERY printed on it. We know some people really do want those glasses, but we’d guess fewer than you think. And it’s always painful for us to say, “No, we really don’t want your free glass,” so we leave them in the hotel. Our guess is that some hotel housekeepers have awesome collections of winery stemware.

Ease up on the numbers. We like tasting rooms where the pourer says something like, “This was picked from the vineyard you passed as you drove in,” or “We fermented this entirely in stainless steel because we like the fruit to shine.” Instead, these days, as a wine is poured, we’re likely to hear, “This got an 89 from Parker and an 87 from Spectator.” We’d rather hear wineries talk about themselves than what other people think of them. In any event, if you’re going to do this, why not just hold up an unopened bottle and say, “This got an 89 from Parker and an 87 from Spectator, so there’s really no reason for you to taste it because it’s obviously pretty good”?

Keep open wines well or pour them out. It’s amazing how many wineries we have visited where we taste oxidized wines. Because we tend to visit early in the day (before the crowds), we are often poured yesterday’s wines and they’ve simply been recorked and stood up in the tasting room overnight (or maybe longer). Remember: Those wines are your advertising and marketing; you don’t want to serve bad ones. We visited a charming little winery once — anonymously, of course — and tasted some wines, poured by the owner, that were clearly tired. When we called later to ask questions for a column and mentioned that we’d been there, the owner said, “Why didn’t you tell me who you were? I would have opened fresh bottles.” Does that make any sense to you?

Have something for kids to do. Yes, wine-drinking is an adult activity and, no, we don’t expect any winery to be a junior Disney World. But many wine-lovers out there have children and still want to visit wineries. Have some coloring books or kid-friendly dogs and cats and maybe some little crackers (which aren’t a bad idea for tasters, either). It doesn’t take much space or thought and probably means that Mom and Dad will stay longer and spend more. That seems like a win-win to us.

Have something special under the counter. Some people who visit are really nice and care a great deal about wine. Your tasting-room staff should be able to figure out who they are. In so many wineries around the world, once the people behind the bar have understood that we really do love wine, they’ve pulled out something that they’re passionate about. This is the extra taste that always makes a visit extra special. However: If you’re going to pour something special for a taster and not everyone standing in front of you, be discreet. At an artsy winery in Sonoma, we walked in on a guy behind the counter pouring something with a handwritten label on it for three people. It stayed on the counter for a while and no matter how longingly we looked at it, we weren’t offered a taste. Finally, the pourer put it away. The message: You folks aren’t special enough for this wine. And that brings us to …

Don’t ignore us because there’s a VIP at the bar. At far too many places, we stand there like potted plants because someone has just identified himself (it’s always a guy) as a retailer, a distributor, a restaurateur, a wine legend in his own mind or somebody else who deserves special attention. If you treated everyone like a VIP, it wouldn’t matter, but if you are going to lavish wine and attention only on these people, get a room — we mean, take them to another room and flatter them instead of just pretending that we’re not there.

Make it clear what wines are available only at the winery. Many wineries have small-production wines that are available only at the tasting room and we have often found them quite special. But you’d be surprised how often we have to ask, “Is there anything that’s available only at the winery?” Have a blackboard or a sheet of paper that gives these gems the attention they deserve.

Don’t forget: We really do appreciate this. We’d guess that at many wineries, especially smaller ones, the owners at times feel overwhelmed by tasters and sometimes, especially on weekends, feel that visitors are a plague of ungrateful locusts. On those days, remember: We honestly do appreciate you opening your doors to us. There aren’t many businesses around that give away their products for a small fee or even no charge and far fewer that welcome guests into their homes and offices. Wineries are special places and winery people are special people. The people who enjoy a visit to your winery are your biggest fans.

This article was updated and adapted from a Tastings column by Dorothy J. Gaiter and John Brecher published in May 2008.

field research

Much of my role as a Customer Behaviour Analyst revolves around getting a deeper and deeper understanding of what motivates customers and consequently I have recently undertaken some field research to examine the relationship between product tasting and purchase.

What I discovered was very interesting;-

People generally cannot cope with choice – too much choice and they get overwhelmed but importantly perceptions and expectations play a vital role.

Surprisingly saying something is healthy can put a number of customers off the product, like red wine is low in sugar.

Pre-warning people about what they are about to drink can shape their perceptions and lead to truth verification rather than product evaluation.

And any preconceptions can play a massive role in product choice

Some of the common reasons why people buy are;

purchase1

Prestige or Aspirational purchase – Something is purchased for an esteem-related reason or for personal enrichment.

Name Recognition – When purchasing a category you’re unfamiliar with, branding plays a big role. Maybe you had to buy diapers for a family member and you reach for Pampers because of you’re familiarity with the brand, even though you don’t have children yourself.

Ego Stroking – Sometimes you make a purchase to impress/attract the opposite sex; to have something bigger/better than others, friends, etc. To look like an expert/aficionado; to meet a standard of social status, often exceeding what’s realistically affordable to make it at least seem like you operate at a higher level.

Niche Identity – Something that helps bond you to a cultural, religious or community affiliation. Maybe you’re a Harvard alumni and Yankee fan who keeps kosher. (You can also find anti-niche identity by rebellion, assuming you’re pretty comfortable with irony.)

Indulgence – Who doesn’t deserve a bit of luxury now and then? So long as you can afford it, sometimes there’s no better justification for that hour-long massage, that pint of Cherry Garcia ice cream, or that $75 bottle of 18-year single malt scotch other than “you’re worth it” (best when said to self in front of mirror with a wink and/or head tilt).

If you understand your customers you can then develop your marketing and advertising to attract that audience.

You want to dig deeper into your customers in 2016, get in touch and see how we can assist.

Mark Dethick  M.Ed, D.M.S.

Customer Behaviour Analyst

 

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