Years ago, I read the book Traction from Geno Wickman. While I found the book good, I did not dive into the principles. I read the book…and moved on. Recently though, I noticed how many of the people I admire in business talked about the book, and his “Entrepreneurial Operating System.” The EOS is a system that helps many small businesses survive and thrive. So I went back and re-read the book…and decided to work on implementing the tactics.
Our Proven Process
One of the concepts in the book recommends you create a “proven process” around your business. This proven process is how you, as an organization, can create successful results for clients…regardless of which team member is working with you. This is something that I had not taken the time to work on the first time I read the book. But this time, I dove in and documented what we were already doing…when we were at our best.
Discovery
While some organizations in our industry will jump in and “sell” from the jump, that is not what we set out to do. We need to meet with you to find out what you want to accomplish. This is when we “discover” your budget for the project, who your perfect customer is, and what action you would like to move them toward. While we will occasionally have some ideas right away, most of the time we leave our discovery call and go to do some “homework” for you.
Present Solutions
After the discovery call, we “go back to the lab” to work on ideas for you. Once have a plan created, we present some solutions that we hope will be perfect for your event or promotion. While it sometimes seems there are millions of options for marketing and branded merch (and there are), we try to curate the best solutions for you here. We might set up a new meeting or just send over these solutions digitally. And if none of these solutions perfectly hit the mark, tell us! We will go back to work for you!
Implement & Deliver
Once you decide on a solution that fits your needs and your budget, it’s time for us to go to work! Now is when we work with our partner network of suppliers to fulfill your project. Now is the time that we send you proofs to make sure things are what you need, and we keep you up to date on how the project is coming. When all of those boxes are checked, a box of “marketing joy” finds its way to your office!
Follow Up On Results
So how did we do? Now is the time in the process when we need to follow up. We know that you need to have time to execute the event or the promotion. But once that happens, we will check in to see if the project hit the mark. We hope so! But either way, we want to circle back to see what we can do better next time.
Repeat
And then we start the process over again. We work hard to be proactive, but there are obviously projects that we don’t know about. So now is the time to get together and start the discovery over again.
So that is our Proven Process. Our goal is to help you create marketing and promotions that help to meet your goals and affect human behavior in your organization.
And as always, we want to provide you with value. So if you want to create marketing campaigns (and appreciation gifts) that hit the TARGET, check out our TARGET marketing playbook here.
Everyone in business wants to have an iconic and recognizable brand. We want to have a brand like Apple, or Nike, or Harley Davidson. But your brand is much more than your logo. It’s the emotion your customers get when they see your logo. It’s the feeling your company gives people who interact with you. In today’s DMJ 101, I break down 4 Tips on Building a brand from the beginning. Watch now!
4 Tips On Building a Brand
While building an iconic brand has thousands of steps, and likely, thousands of days, here are 4 things you can do to start building yours today.
Do What You Say You Will Do
You might read that and think “Well, of course!” And you should. Of course, we need to do what we say we are going to do. But yet, we all deal with organizations that don’t live up to their own hype all of the time. If you want to build enthusiastic brand ambassadors, you need to start with a strong foundation of doing the basics. Do what you say you will do… every time.
Do Just a Little More
One of the best ways to surprise and delight your customers is to “do just a little more.” If you can consistently deliver on your promise, and then go above and beyond (even just a little), you are on your way to creating a tribe of people that will WANT to tell your story for you.
Own Your Mistakes
There will be mistakes. No matter how hard you try, things sometimes go sideways. What do you do then? The best organizations don’t look around to blame someone else. They work to solve the problem first. When you do that, you can re-channel those frustrations into delight. When things go wrong…go into action.
Create a Quarterly Appreciation Program
We dive deeper into this here, but sometimes your customers leave because they don’t think you care. You never want that to happen. So consider creating a quarterly appreciation program for your best customers. Go to them at least 4 times a year (with branded merch) to show them love. When you do that consistently, and with great merch, you will not only show gratitude. But a reminder of that gratitude will be around them all of the time.
(Coshocton, OH)—Coshocton-based marketing firm and promotional products distributor Hasseman Marketing & Communications is excited to welcome Wendy Spang to their team. Spang will be joining the team as a Finance Specialist.
“We are so excited to welcome Wendy to the team,” says Hasseman Marketing CEO, Kirby Hasseman. “Wendy has a great personality and brings a wealth of knowledge to the team.”
Wendy has a wealth of knowledge in the finance space. She has over 17 years of experience with companies like Oxford Mining, International Paper, and, most recently, Guggisberg Cheese. In her new role, Wendy will be managing the finances, sending invoices, and other responsibilities aligned with the HMC finances. Wendy loves spending time with her grandkids, dirt track racing, and having fun in the casino. She can be reached via email at finance@hassemanmarketing.com.
You have heard of the 7 Deadly Sins. Well on today’s DMJ 1 on 1, we break down 7 mistakes we see organizations making when buying branded merch. We want to help you avoid these mistakes and level up your marketing. Watch or listen below! Oh, and please subscribe to the Youtube channel so you never miss an episode…or subscribe wherever you get your podcasts by searching “Delivering Marketing Joy.”
7 Mistakes Organizations Make When Buying Branded Merch
Watch the video and take notes, but we have also broken them down for you here. Let’s dive in!
They Don’t Identify The Perfect Customer
Many organizations talk about the budget, the timeline, and the event, but they skip a crucial step. Who is the piece of branded merch for? And when you truly understand that…how do you want them to feel? When you really understand the perfect customer, then you can make a much better decision on what piece of branded merch will dazzle them. We dive deep into how and why to do this here.
They Don’t Give Themselves Time
The good news is that the branded merch industry has gotten better at doing fast, last-minute orders. That’s great. But that doesn’t mean it should be a way of life. We know that it happens sometimes. We get it! But many organizations habitually wait until the last minute to order everything. It creates stress, costs more money, and makes them settle for worse branded merch. Give yourself more time than you think you need on your next order…and it will be a better experience!
They Don’t Set a Budget (and Share it)
As we mentioned, things pop up. And when that happens, you might not have an established budget. But obviously, it’s best to have a budget. And when you have that number, don’t keep it a secret. Share the budget with your distributor so they can guide you to the best items for your pocketbook. In addition, they can help you understand what it will cost to ship the items and land in time and not break the bank.
They Do Not Have Good Vector Art
If you don’t have great art, you won’t have great merch. So either provide great art or be willing to invest in it. If not, your merch (and your customer’s experience) will suffer for it.
They Don’t Request A Proof (And Look At It)
We all get in a hurry. I understand. But it’s worth the 2 minutes to request a proof and really give it a look. We request a proof on every order. But the fact is, only the client can really tell if it’s exactly what they want. So if you are going to order branded merch, request that proof. Then take the time to make sure it’s exactly what you want!
They Don’t Think About Distribution
If you order amazing branded merch, but then it sits in the corner, it does you (and your brand) no good. Take the time to think about how you are going to get the product into the hands of your best customers. Are you going to have to ship it? Will you deliver it? And how will you package it? You want it to look special when it arrives. Consider those factors if you want your next campaign to knock their socks off!
They Don’t Have A Theme or Message
While you certainly CAN just slap your logo on a shirt, not everyone will want to wear that. When you create a theme or a message that your brand can rally around, your best customers will want to rally around it too. Build a theme into your campaign and you will give it extra life and extra value.
So those are 7 Mistakes we see organizations making when buying branded merch. We hope this has helped shine a light on how to do better branded merch. Let us know if we can help!
And as always, we want to provide you with value. So if you want to create marketing campaigns (and appreciation gifts) that really hit the TARGET, check out our TARGET marketing playbook here.
Every year we welcome some of our very best suppliers to join us in Coshocton, Ohio for our annual Customer Trade Show. The show this year was amazing! But we understand that not every person can make it the day of the show. Life gets busy. So we did some of the work for you. Here are a few of our favorite products we saw at this year’s show. You can check them ALL out on our shop here.
5.5″ x 8.5″ Seed Paper Bound JournalBook
The 5.5″ x 8.5″ Seed Paper Bound JournalBook features a seed paper cover and 80 sheets of FSC®-certified recycled lined paper. Includes elastic band, pen loop, ribbon page marker, and back pocket. This was a great item to give to our guests as they walked in the door. Learn more here.
Thor 40oz Eco-Friendly Straw Tumbler
The Bullet Thor 40 oz Eco-Friendly Straw Tumbler features durable double-wall construction to keep your beverages hot or cold in any environment. Food-grade recycled straw is included for easy reuse daily. The Thor has a 40-ounce capacity for fewer refills and features a slim base that fits into most cupholders, a comfortable carry handle, and a splash-proof press-on lid with two openings and a swivel closure, friendly to both Sippers and Chuggers!
12-Month Custom Planner
You might love the calendar on your phone, but many people still love to have the monthly planner calendar to keep things straight. This one includes a full-color imprint on the front and back cover in order to show off your brand.
Colorwav Soundbar
The ColorWav sound bar adds a new dynamic to your home sound system with its slim black construction and RGB-illuminated grill. Its multi-colored lights behind the grill light up your logo and create an impressive statement while high-quality sound fills the room. The compact size is perfect for various spaces, and the full-color packaging makes it an ideal gift for staff or VIP clients.
27 oz Denali Stainless Steel Vacuum Tumblers
Help your clients get excited for their morning commute with these 27 oz. Denali stainless steel vacuum tumblers! This attractive mug features double-wall vacuum insulation and a clear lid to keep your beverage at your preferred temperature and prevent any spills while on the go. The Ridge Deco-inspired design makes this tumbler stand out from the crowd of travel mugs and a product that people will be proud to bring everywhere. Not only is this tumbler secure, eye-catching, and large enough to hold as much of your favorite drink as you need, but it is also environmentally friendly with a BPA-free construction! Promote your brand on a mug you and your clients can feel good about!
And as always, we want to provide you with value. So if you want to create marketing campaigns (and appreciation gifts) that really hit the TARGET, check out our TARGET marketing playbook here.
What do Harley Davidson, Yeti, Nike, Apple, and Jack Daniels have in common?
These brands are all larger than life. And they have a huge group of Enthusiastic Brand Ambassadors who love their brand. The company doesn’t pay people to wear their brand. Their customers pay them for that opportunity! Those are enthusiastic brand ambassadors. There is incredible power in having that type of brand.
So, now that you have started to gain customers intentionally, how do you start to build Enthusiasm for your company? How do you build a real brand?
Let’s start with the foundation.
Step 1: Fulfill your promise.
If you don’t do what you said you would do…you are dead on arrival. You have to deliver. Say what you will do…and do what you say. It’s basic…and it’s foundational. If you don’t do this…you are done.
This is one of those moments when everyone nods and says, “Yeah…I know that.” And I am sure you do. But then why, as customers, are we so often disappointed? It’s because even though we know we are supposed to live up to our promises, we don’t always do it. So, if you want to build a brand that lasts, you have to start there.
Step 2: GLUE
A friend of mine named Stan Phelps talks about this concept in his book called The Purple Goldfish. It helps you create a brand “that sticks.”
It’s an acronym that stands for Give Little Unexpected Extras.
Now that you have delivered on your base promise, it’s time to level up the experience. When you take just a little extra care of your customers, they stand up and take notice. The bad news is, we hear all of the time about the lack of customer service in the business world. The good news is, that means it’s easy to stand out!
Let’s break it down.
Give: Provide some extra value. Do just a bit more than advertised or promised. When you do,
you surprise and delight your customers in a wonderful way.
Little: Great news…it doesn’t have to cost a lot! It can be an extra sticker in the box. Maybe it’s one extra item for free. Maybe it’s an extra special email response that makes them laugh.
Unexpected: It shouldn’t be every time. If it’s an every time occurrence then the customer will come to expect it. Just occasionally…make them smile.
Extra: As we said, find a little way to do just a little bit more. A little bit more can mean a lot.
The fact is, when you add GLUE into your marketing, you give people a reason to talk about you in a great way.
Step 3: Own Your Mistakes.
No matter how hard we try, we will all screw up sometimes. None of us are infallible, as a person and as a brand. When that happens (not if), own it and fix it. Don’t play the blame game.
Again, I know this sounds like a no-brainer. But it’s not. We all want to fight the urge to be blamed for mistakes. But the sooner we lean into the mistake, the faster we can fix it. And problems that are fixed quickly and respectfully turn haters into enthusiastic ambassadors.
As I tell my team, “Remember, everyone looks good when everything goes right. When things go wrong, we have a real opportunity to shine.”
Appreciation Marketing
Now that you have the foundation set, it’s time to supercharge your opportunity to create real Enthusiasm around your brand. Showing real appreciation to your customers is a pretty easy thing…but so few companies really do it. As a matter of fact, check out this statistic.
69% of customers that leave you, will do so because of perceived indifference.
Think about that! Nearly 7 in 10 customers will leave because they don’t know if you care. So, gratitude and appreciation are superpowers in business. I find myself singing Billy Joel as I type this and urge you to “Tell Them About it!”
And while it’s important to show appreciation for every customer and every order, your bigger customers might mean even a little bit more.
You see, most businesses follow Pareto’s Rule when it comes to revenue. That’s the 80/20 rule. It means that 80% of your revenue likely comes from around 20% of your customers. If one of those 20% leaves you, it can be a big blow to your bottom line. So, it’s even more important for you to make sure you show those customers real appreciation.
Quarterly Appreciation Program
The fact is, we all get busy. So even though we want to show gratitude, the whirlwind of life can often get in the way. That is why I recommend creating a quarterly appreciation program to really make sure your 20% is recognized regularly.
How does it work? It’s pretty simple.
First, decide the budget. How much can you spend on each client per year? Remember, this is one of your best clients. Consider this your marketing budget for reaching them. The fact is, we all spend a lot of money on new client acquisition (and we should). But maintaining our current (and best) clients is often just as important, and creates a higher margin!
Now that you have that number, simply divide by 4. This establishes your quarterly budget. Now, choose a piece of branded merchandise that fits in the budget for each quarter.
Why a piece of branded merch? First, because it lasts. You want your top clients to see this item and remember you (and your appreciation) every time they use it. And second, because this is how you start to build a tribe of raving fans. You want this group carrying these cool items and repping your brand…everywhere they go.
Now that you have the items selected, make sure they are ordered to be delivered a couple of weeks before the beginning of each quarter (or when you want to ship them or deliver them). This will give you time to work that into your schedule, so they are delivered in a timely fashion.
Then, just like in sales, the fortune is in the follow-up. Follow up with this top 20% with a call and just let them know how much you appreciate them. This personal touch will push this idea over the edge.
These are the steps to taking your brand to the next level and creating Enthusiasm for your organization.
Want to dig deeper into this? I cover it in my new book Hit The TARGET. Head to HitTheTargetBook.com/video to sign up for the video course today. We will email you a short video for each letter in the TARGET marketing framework in order to help you level up your marketing faster.
