Tuesday, May 28, 2019

Effortless: Three Tips to Boost the "Cool" Factor of Your Designs

Fashionable. Admirable. Timeless.


If you were to define cool, what words would you use?


Cool is just . . . cool.


In some sense, even describing what makes something cool can diminish its appeal. But in print and design, nothing is more appealing than cool.


What Makes a Brand Cool?


How do you add this edge to set your products apart?


To find out, marketing scholars Caleb Warren and Margaret C. Campbell carried out six experiments comparing consumer products, coolness ratings, and participant reactions.


In their research, Warren and Campbell discovered a relationship between the qualities of coolness and autonomy, finding designs perceived as cool were those that radiated autonomy in a socially acceptable way. Cool things tend to go a step beyond "stylish" things, so cool designs often push the boundaries of style. Think normative styles like jeans – but add excessive grunge rips. Or ordinary 1950s T-shirts – but add packs of cigarettes rolled into the sleeve.


Coolness is not an inherent quality, but rather a social construct. If coolness comes from stretching limits, one of the keys to cool designs is knowing your niche and understanding what customers perceive to be unconventional. As Warren & Campbell conclude: "objects and people are cool only to the extent that others consider them cool."


Bringing Coolness to Life


Looking to push the boundaries in a way that's meaningful to your customers? Here are three ways to set your designs apart:


1. Define the Gap in Your Market.


Look beyond your design to the people you are designing for.


What brands, social values, or fashion cues motivate them? Look at products your customers typically buy and find the "gap" between current designs and those that are too intense or extreme.


To design in the gap, add a bold twist to the colors, fonts, or ideas that might typically interest them. Wrapping paper company Gift Couture saw a gap in the market for wrapping paper "sets," so they created a series of themed papers that coordinated together, like the Cheeseburger set (bun, meat, lettuce, and tomato wrapping papers) the steak set (raw meat and cutting board style designs), and the pizza set (pizza paper with a coordinating pizza box).


2. Bring Magic to the Mundane.


Cool people or concepts have a flow, grace, or character all their own.


Cool things often appear effortless (though they rarely are), so how do you add this sense of simplicity to your work?


Seek authenticity that focuses more on a core concept or idea than on the perfected final outcome. For a photographer, this might mean focusing on the moment, not the shot. For an advertiser, this might mean expressing character irrespective of the norms, beliefs, or expectations of others. For a designer, this might mean using minimalist designs, stark angles, or unfiltered photos one might generally reject.  


3. Re-purpose the Old.


Sometimes the best designs are a twist on history.


Awaken inspiration for what WILL be cool by looking to what HAS been cool! From refinished wood to vintage art deco backdrops, sometimes the coolest things to come around are those that have been around.


Designs nodding to the past evoke nostalgia and spark a profound emotional response. And cool designs don't just reproduce old styles; they recreate them in arresting new ways.


Find the Sweet Spot


Cool designs understand their consumers' tastes and hit the sweet spot between the ordinary and the unconventional.


From the unique to the unexpected, when you appear effortless, incorporate the past, and design one step beyond the norm, it will give you an edge an set your products apart.

Friday, May 24, 2019

Inspire Consumers Through Action-Oriented Catalogs

In the late '90s, Scott Kerslake was working at an infotech company in California, while passionately surfing and cycling on the side.


During long bike rides with friends, Kerslake noticed a trend: women complaining about a lack of fashionable female sportswear. Women wanted durable athletic wear that also looked cute on everyday outings.


Kerslake didn't hesitate. He quit his job, raised $700,000 in capital, and started a women's athletic clothing company called Athleta. By early 2018, Athleta had been purchased by Gap and its sales grew more than 25 percent every year since 2012.


Athleta attributes this success to a thriving online and catalog-based business model: as early as 2007, Athleta was shipping out 21 million catalogs with $37 million in sales.


Catalogs may seem like an outdated way to grab shoppers, but Athleta has maintained retail footing by using action-packed spreads (ladies trekking up mountains, paddle boarding across bays, and demonstrating impressive flexibility in yoga pants) and by focusing on racial and generational diversity to inspire a wide range of women:


"We're not like, 'Oh, it's all about millennials.' We aren't chasing them," says Nancy Green, Athleta's CEO. "We inspire [women] to keep living this full, healthy, active, rich life, no matter what her body type is, no matter her age."


In the catalogs, this looks like leggings, swimsuits, hoodies, and capri pants. In sales, it looks like $1 billion in annual sales in 2018.


Why Catalogs Still Work


Ready to give catalogs or booklets a second look for your marketing mix?


You should.


Studies from the Data & Marketing Association have shown that the response rate for catalogs has increased in recent years partially because millennials enjoy catalogs:


"Millennials stand out a bit higher than other generations in terms of engaging with mail," said Neil O'Keefe, the association's senior vice president of marketing and content. "It's unique to the generation that hasn't experienced the amount of mail of past generations."


O'Keefe says this curiosity drives a higher level of curiosity and sales than digital marketing.


"Millennials are very engaged by imagery, and the catalog really allows that to stand out. So, the response rate there is very different than what you would experience with a display ad, even an email. The response rate for a printed piece has been on the rise."


Millennials may be particularly interested in catalogs, but they're not alone. Hamilton Davison, president of the American Catalog Mailers Association, said half of all Americans order from catalogs even if they don't immediately flip through them. U.S. Postal Service studies found that, after periodicals and bills, catalogs attract the most eyeballs, getting as much attention as personal correspondence.


"Catalogs come uninvited in the home, and yet they're welcome," Davison said.


To maximize your catalog impact, here are a few tips to consider:


Go Visual


The best catalogs are highly visual.


Environmental photography, imagery of products in real-life settings, and photos of people using your products are the most effective.


Organize for Sales


Place top-selling products on the outside edges of the page as readers typically start at the top right corner and sweep back toward the left.


Cross-sell between products with callouts, copy, or by putting products together on a page with companion discounts.


Simplify Ordering


Catalogs should give several options for purchasing, including toll-free numbers, websites, and even mail-in order forms that make it easier for customers to track preferences as they shop.


Highlight ordering options on every spread and make it easy for your customers to buy.


Catalog shoppers are often more valuable because they become brand enthusiasts that tend to spend more overall. Want to talk options? Give us a call or visit our website to get started!

Tuesday, May 21, 2019

Affordable Offline Marketing for Your Small Business

Do you have a small business that could use a revenue boost?


Most marketing strategies are crafted around costly advertising campaigns, but there are many free or affordable tactics you can use to grow your business at any stage.


Here are a few offline marketing fundamentals to get you started, no matter how small your budget!


1. Take part in local events.


Sales are based on relationships, and relationships require connection.


Network in proactive ways by attending or taking part in local events. Get to know other small business owners and have your business card or flyer ready; you never know when the opportunity will present itself!


2. Create customized stickers or labels.


It's not just a kid thing – people truly enjoy stickers!


Create a colorful custom sticker and pass them out anywhere your target users might be. Stickers and labels can be used on car windows, water bottles, notebooks, and more.


3. Start a simple rewards system.


One of the easiest ways to boost your profits is by offering current customers a loyalty incentive.


If you have repeat customers or need subscription/service renewals to succeed, you can print loyalty punch cards, start a digital point-tracking system, or mail coupons to customers who make a baseline purchase with your business.


4. Offer demonstrations.


Life is more fun when you try new things.


If you wanted to learn yoga, woodworking, or the violin, would you learn by watching or by trying? Participation is an essential way to engage the body, mind, and emotions of your prospects.


Brainstorm ways you can combine learning and doing through presentations. Whether it's giving samples, making online teaching videos, or offering live demonstrations at an industry event, engage your customers by getting them involved.


5. Launch cross promotions.


Is there some way you can build rapport between your business and another firm?


Work with another entrepreneur to offer giveaways, contests, or product discounts. During one holiday, GameStop and PayLess shoes partnered on a cross-promotional campaign. Shoppers at the video game retailer received register coupons for the shoe store, while shoppers at PayLess got discount coupons for GameStop. Because many of their stores are in close proximity, it was a winning strategy for both retailers. Cross promotions can include joint mailings, coupon partnerships, shared booth space, or promoting each other through social media. 


6. Spread the word.


Got flyers? Door hangers and sell sheets? Looking to share the love? Go classic and canvas your area.


Pound the pavement and leave your print materials on porches, doorknobs, windows, cars, and more. Leave your business cards on restaurant tables, at coffee shops, in libraries, or even on mirrors. If you're feeling brave, do some cold calling after you canvas and ask if you can share some follow up info.


7. Perfect your pitch.


What do you sell? What problem can you solve? If you can't explain yourself in a single sentence, then you have a problem.


Like a great campaign slogan, an elevator pitch should summarize your business, product, or service in a concise, convincing fashion. YOU are your best advertisement, so have a short, convincing statement ready to introduce your business to new customers or colleagues any moment the opportunity is at hand!


A Building Block for the Future


Most of these tactics are inexpensive, but they do take time and effort.


Remember, results won't come immediately, but boosting your name now can increase your revenue and enable you to cast a larger net in the future. Give us a call or visit our website to chat about affordable printed resources you can add to your offline marketing arsenal today.  

Friday, May 17, 2019

5 Customer Service Phrases to Avoid (and What to Say Instead)

In May of 2018, Barbara Carroll ordered three cartons of toilet paper from Amazon. The order total: $88.17. The shipping charges? $7,455.


Carroll wasn't overly concerned, as Amazon typically takes great care of its customers. But in this case, Carroll complained to Amazon six times and even wrote a letter to CEO Jeff Bezos. After every complaint, she received a form letter explaining a refund was impossible because the delivery arrived on time and undamaged. It wasn't until Carroll notified a local television station (and the story went viral) that Amazon took action. Months later, she was finally reimbursed.


While this case is extreme, every company has its share of customer service flops. In some situations, the problem is no communication. In other cases, it's inconsiderate attitudes.


Want to steer your team toward positivity? Here are five customer services phrases to avoid.


1. "No" (or) "I can't help you with that."


Even if a customer makes an impossible request, it's your responsibility to care for them and to steer them toward a solution.


Alternatives to try:


"This feels like an issue which might be out of my control, but let me double check . . ."


"That's not my area of expertise, but I want to connect you with someone who can help."


2. "I don't know" (or) "You need to check with someone else."


If you can't solve a problem, be as helpful as possible. Rather than abandoning someone mid-stream, work with them to find an answer.


Alternatives to try:


"I don't know, but I'll find out."


"I'm not sure, but I'd be happy to look into that."


3. "Ok, calm down."


When diffusing a tense situation, telling someone to calm down usually frustrates them more. Instead, communicate empathy and turn the focus from the problem to the solution.


Alternatives to try:


"I understand how this must have upset you, and I'll get on it immediately."


"That would frustrate me too."


"I'm sorry for this inconvenience. Let me help you with that right away."


4. "I don't understand the issue."


People who are upset find uncertainty even more frustrating. If you're struggling to connect, clarify the issue or soften your request.


Alternatives to try:


"OK, so let me clarify…"


"What I'm hearing is [ISSUE], is that correct?


"If it's not too much of a problem, I would ask you to be a bit more specific…"


5. "I'm going to put you on hold."


Time is valuable, so don't assume you can extend a service call without asking permission. If you do have someone hold, check back with a status update if they've waited longer than two minutes.


Alternatives to try:


"I understand your issue and if it's ok, I'm going to ask you to hold on while I check on a solution."


"The problem you're describing is rather peculiar, so if you have a minute, I'd like to put you on hold while I check with my supervisor."


"I'll get right on it. If it's ok, I'd like to look into this today and call back to you once I resolve this."


Ultimately, customer service is not about the right words but the right attitudes. Remember, the biggest customer service frustration question is "why isn't this as important to you as it is to me?" As you handle issues, address the person behind the problem. Communicate with compassion, empathy, and enthusiasm, and you will find your way through many sticky situations.

Thursday, May 16, 2019

3 Reasons Direct Mail is Still Effective

Long before television and online marketing, direct mail ruled.


One of the most popular examples of direct mailing can be traced back to Sears in 1888. The company sent a printed mailer to potential customers advertising watches and jewelry. Not long after, the Sears, Roebuck and Company catalog became extremely popular nationwide.


Today direct mail has received a bit of a bad rap. The term "junk mail" isn't exactly a compliment! Some refer to direct mail as an "old" form of advertising, thinking of direct mail as antiquated or off-target.


But is that really the case?


The fact is, many companies do use direct marketing. According to a 2015 study by the Data & Marketing Association, 57 percent of total mail volume was comprised of direct mail pieces.


Response to direct mail continues to be strong every year, generating leads for businesses across a range of industries. Consider customer response rates from these common marketing methods:


  • 0.9% -- Online Displays

  • 0.6% -- Social Media

  • 0.5% -- Paid Search

  • 0.45% -- E-mail Marketing

  • 6.0% -- Direct Mail to Household

Why is Direct Mail Effective?


Direct mail is easy.


Direct mail marketing is helpful because it's easy to process.


In an age of digital noise, the tactile presence of a physical mailing is refreshing! One study found it takes 21% less cognitive effort to process physical mail, so your audience can digest it quickly and easily.


Direct mail is interesting.


The USPS found that 47% of Millennials check their physical mailbox each day, and many consider perusing mail a leisurely activity.


According to the Data & Marketing Association and the USPS, 18-21 year-olds' response rates to direct mail are as high as 12.4%. If you have a new business or are willing to offer coupon discounts, millennials are quite likely to respond!


Direct mail is memorable.


People who spend time with physical ads have a stronger emotional response and a better memory of this material.


Of course, a clever message goes a long way too! If you send direct mail, do your best to create colorful, memorable messages, like this:


IKEA wanted to feature the simplicity of its inexpensive furniture so they engineered a 3D postcard. When customers "opened" the postcard, this flat mailing turned into a replica of the LACK side table, available for under $10 at IKEA.


The postcard perfectly demonstrated one of IKEA's clever design concepts – minimalist furniture that ships flat but pops to life upon arrival. IKEA's postcard allowed users to experience the simple assembly of the LACK table, which left a deep, memorable impression.


Go Face-to-Face Through Distinct Direct Mail


Whether you send mass e-mails, many people will toss your message without reading it.


But if you send direct mail, some will offer you one-on-one attention they wouldn't give to any other medium. Paul Entin, owner of New York City-based EPR marketing, said he uses direct mail because it stands tall in a digital generation:


"Except for the many catalogs that clog our mailboxes between Halloween and Christmas, most of us receive very little snail mail, certainly far less than in years past," Entin said. "This means your direct mailer has a far greater chance to stand out from the rest of the mail and get noticed."


If you need help creating the perfect direct mail piece that will stand out, we can help you every step of the way.