Customer Service: Your Business's Secret Marketing Weapon
Most companies treat customer service as a necessary cost center, tucking it away in operations while pouring resources into flashy advertising campaigns and aggressive acquisition strategies. This approach misses a fundamental truth: exceptional customer service is one of the most powerful marketing tools at your disposal.
Customer Service, The Heart of Retention Marketing
Customer service sits at the heart of retention marketing, the practice of encouraging repeat purchases and ongoing business relationships with your existing customers. While acquisition campaigns dominate marketing budgets and strategy discussions, the numbers tell a different story. Acquiring a new customer costs significantly more than selling to someone who has already bought from you. Your existing customers already trust you, understand your value, and have experienced what you offer. Converting them into repeat buyers requires far less investment than convincing strangers to take a chance on your business.
Yet retention marketing remains underutilized, and businesses leave money on the table as a result. The foundation of effective retention marketing is not sophisticated email campaigns or loyalty programs, though these tools have their place. The foundation is good service, delivered consistently to every customer.
Defining "Good Service"
Good service means different things across industries and business models, but certain principles remain universal. It starts with quality. Providing the best work or product you can deliver sets the baseline for everything that follows. Customers who receive inferior products will not return, regardless of how politely you answer their complaints.
Beyond quality, good service means answering questions professionally and promptly. Your customers have busy lives and pressing concerns. When they reach out, they deserve responses that respect their time and address their needs directly. Delayed or dismissive communication erodes trust faster than almost any other failure.
Good service also means going the extra mile when customers ask for help. This does not require heroic gestures or unsustainable promises. It means making reasonable efforts to accommodate requests, finding solutions instead of citing policy limitations, and treating each customer interaction as an opportunity to strengthen the relationship.
Finally, good service requires solving problems that customers encounter when using your products or services. Problems will occur. Systems break, misunderstandings happen, and expectations sometimes exceed reality. How you respond to these moments defines your customer service more than any policy manual or mission statement.
Ready to Increase Retention Rates? Good Service Leads to Happy Customers!
Understanding these principles matters little if you cannot measure whether you achieve them. Three metrics provide clear insight into your customer service performance.
Reviews offer direct customer feedback on their experiences. Request Google, Facebook, and LinkedIn reviews systematically. Monitor these reviews regularly, not as a vanity exercise but as an early warning system. When negative reviews appear, respond promptly. Avoid defensiveness. Reach out to the customer and try to fix what went wrong. Many customers who leave negative reviews will update them if you address their concerns effectively. Even when they do not, your professional response shows prospective customers how you handle problems.
Measuring Service
Customer retention rate measures how many customers continue doing business with you over time. No universal benchmark defines a good retention rate because it varies by industry, business model, and customer type. What matters is measuring your retention rate consistently and taking prompt action when it declines. More importantly, take daily actions to improve service continuously, rather than waiting for the metric to signal a problem.
Customer lifetime value calculates the total value of a customer's relationship with your company from their first purchase forward. This metric helps you understand not just whether customers return, but how much additional value those relationships generate. High customer lifetime value indicates that your service keeps customers engaged and spending over extended periods.
Word-of-Mouth Marketing: Priceless
These measurements matter because good service creates something that no advertising budget can buy: authentic word of mouth marketing. People share stories about their experiences with businesses. When you deliver exceptional service, customers tell their friends, colleagues, and social networks. They post on review sites, mention you in conversations, and recommend you when others ask for suggestions.
Bad service also generates stories, but these stories damage your reputation and cost you business. Customers share negative experiences on social media, review platforms, and in personal conversations. Once published, negative reviews persist. You can sometimes get them removed or buried in search results, but doing so requires significant effort and often proves impossible. Prevention costs far less than remediation.
The marketing value of word-of-mouth recommendations exceeds traditional advertising in both cost-effectiveness and persuasive power. When a trusted friend or colleague recommends your business based on their positive experience, that endorsement carries more weight than any ad campaign. The person receiving the recommendation already has a relationship with the referrer, lending immediate credibility to their opinion.
This dynamic makes customer service a multiplier for your marketing efforts. Every satisfied customer becomes a potential advocate. Every resolved problem becomes a story about your commitment to making things right. Every extra mile you go becomes memorable enough to repeat to others.
View Service as a Marketing Method, Not a Cost Center
Most businesses already invest in customer service to some degree. The question is whether you recognize it for what it truly is: a marketing weapon. When you reframe customer service as central to your marketing strategy rather than a separate operational function, you unlock its full potential.
Start by ensuring your customer service standards align with your marketing promises. Nothing damages credibility faster than advertising claims that your service fails to deliver. Then empower your service team with the authority and resources to solve problems without excessive escalation. Speed matters, and bureaucratic approval processes slow everything down.
Measure the metrics that matter, respond to feedback systematically, and invest in continuous improvement. Train your team not just in policies and procedures, but in the principles of good service. Give them context about why their work matters and how it contributes to business growth.
Customer service is not glamorous. It happens in phone calls, email exchanges, and problem-solving sessions that never make it into marketing case studies. But these moments determine whether customers return, what they tell others, and ultimately whether your business thrives or merely survives. Treat customer service as the marketing weapon it is, and you give your business an advantage that competitors cannot easily replicate.
What a Good Website Home Page Should Include
What should a good website home page include?
It's surprising how many business owners don't consider what a good website home page should include. Many home pages should actually be the company's "about" page because they are all about the company!
There's a tried and true formula for a good website home page that I'll share here. But first, is your home page really holding you back from getting leads, or is it something else?
Not Enough Leads? Is It SEO (Organic Site Traffic)or a Poorly Converting Home Page Holding You Back?
If you are not getting the desired number of leads or sales through your website each month, there are two questions you should ask yourself first to determine the possible root of the problem:
Am I getting enough traffic to my website? If yes, the problem could be your home page or other pages on your site failing to convert website visitors (traffic) into leads or sales. If no, then you have a search engine optimization (SEO) problem.
You first need to get qualified traffic to your site. Then, the site should be like a sales person and help you convert website visitors into leads or sales.
Is the traffic converting into leads or sales? If you are attracting organic search enginge traffic, or website visitors to your site, but you are not getting leads or sales, there are several possible reasons. The one reason we will explore today is a poorly designed and poorly messaged home page. Other reasons may be that you are attracting the wrong traffic (you are not attracting people who are interested in buying your products or services), your prices are too high, your products do not have all of the features customers desire, and more. In other words, there are a lot of marketing angles to explore. The one we will explore here is the design and layout of the home page.
Good Website Home Page Design and Messaging
I chose good website home page design and messaging as one possible reason why traffic is not converting into leads for several reasons.
First, this is a very common problem. Many businesses focus on the wrong things on their home page. They also design sites themselves and lack the expertise of a good web designer who knows the important of layout to lead customers through the sales process.
Another reason why I chose this topic is that it is a very easy fix, even for companies who DIY their websites. As I explained in my Monday Marketing Motivation video today, I met with a lovely business owner last week to discuss why her website wasn't converting organic search engine traffic from Google and Bing into leads on her site. She was getting plenty of visitors, but no leads.
What struck me as very obvious when I looked at the home page of her site was how inwardly focused it was. It was all about her company; how long they had been in business, who they served, what they did. Very meat and potatoes so to speak. It lacked empathy for the customer. It did not indicate that she knew her customers' pain points and could solve them. She does that every day and she is very good at that, but her website wasn't showing it!
I suspected - and the Google Search Console metrics proved my hunch - that customers were clicking though to her website, but when they got to her page, nothing resonated with them, so they left after 30 seconds or less.
We decided to tweak both the copy and the layout and use good website home page design best practices to see if that would convert more of her site traffic to leads.
Tweaking the Home Page Design: Test and Measure
Making tweaks like the ones we made to my client's site is easy enough that even if you DIY your website, you can make them yourself.
Here is what I recommend you do when tweaking the home page design:
- Take a screenshot of the "before" home page
- Write down your page metrics before making any changes (traffic, time on site, search position, number of leads per month)
- Make the recommended changes (more on that, below)
- Publish
- Ask Google and Bing to re-index your page
- Each month, for the next 3-6 months, note the metrics
- Compare at the end of 3 or 6 months
- If you have solved the problem, great! If not, try again, and tweak something else.
Numbers don't lie. Tracking metrics helps you see clearly whether or not your changes made an impact. And, by taking a screenshot of the 'before' page, you can easily replicate it and put the old page back in place if you decide it gave you better results before.
Best Practices for Home Page or First Page Design and Messaging
Now let's get down to the nitty gritty. What are the best practices for good website home page or first page design and messaging?
- The page should be clean, load quickly, and immediately speak to the customer - your target audience. First thing's first: who are you selling to? Imagine that person in front of you. What problems do they bring to you to solve? That is the focus of your messaging - their problem, your solution.
- The headline should be all about the solution to their problem.
- Next, reiterate that you understand their problems.
- Give people a clear call to action. What do you want them to do? Make an appointment, sign up for a newsletter, download something? Ask for it clearly and consistently and ask for it at the top of the page. Use the same language, same button size and shape, throughout your website whenever you ask for this action.
- Include near the top of the page testimonials, client logos, or other proof points that demonstrate others have trusted you to solve their problems.
- Include other proof points or trust indicators, such as membership logos, awards won, or similar icons that help customers understand your company is valid, legit and good to work with.
- Tell people again how you solve their problem.
- Ask them again for the call to action
- Push non-essential (but good for SEO!) material into the footer or elsewhere. This includess your blog, any other material that helps drive traffic, job openings, and other essential pages that may not be directly related to the sales process.
- Include plenty of relevant visuals (licensed stock photography, for example) or other visual items to break up the text.
- Test all the buttons and links to make sure they go where you want them to!
Of course, you want to be sure your page looks great on mobile devices, and loads quickly, too. And need I say that you should follow up promptly on any leads? Of course you should! Make sure that customers know you care about them and their business by following up promptly on all leads, inquiries, and questions.
Good Web Design and Good SEO Go Hand-in-Hand
Good web design and good SEO work hand-in-hand to generate organic search traffic to your site and convert traffic into leads and sales. If something isn't working in this process, you'll feel like you're shouting into the void. You're doing all the right things; publishing great content, using social networking, running ads. But the sales or leads aren't there. You have to make smart changes, test and measure them, and then continue tweaking and analyzing those changes to continually improve your sales. With time, patience, and best practices, hopefully you will see incremental improvements.
Why Email Newsletters Still Win at Marketing (And How to Do Them Right)
Let's talk about email newsletters. Yes, I know what you're thinking. Email? In 2025? With all the shiny new platforms and AI-powered everything? But hear me out, because email newsletters are still absolutely crushing it when it comes to marketing.
The Case for Email Newsletters (It's Stronger Than You Think)
While everyone's busy chasing the latest social media trend, email quietly continues to be one of the most effective ways to connect with your audience. It's direct. It's personal. And unlike that Instagram post that disappears into the void after three hours, your email sits right there in someone's inbox until they decide what to do with it.
The numbers back this up too. Email consistently delivers higher engagement and conversion rates than most other channels. When someone gives you their email address, they're basically saying, "Hey, I actually want to hear from you”. They are showing interest in what you have to say. Make it count!
You Own Your Email List (And That Matters More Than Ever)
Here's something most marketers learn the hard way: building your audience on social media is like building a house on rented land. Sure, it works great until the landlord changes the rules. Algorithm updates, policy changes, and account restrictions can mean your hard work disappears in an instant. One day your posts reach thousands of people, the next day you're lucky if a hundred see them.
Email is different. Your email list is yours. You control when you send, what you send, and who sees it. No algorithm stands between you and your audience. No platform decides your content isn't "engagement-worthy" enough. This type of ownership is rare in digital marketing, making email incredibly valuable.
Your Subscribers Actually Want to Hear From You
Think about what it means when someone subscribes to your newsletter. They've given you permission to show up in one of their most personal digital spaces. They're raising their hand and saying they're interested in what you have to offer. These aren't random people who happened to scroll past your content. They're folks who are genuinely more likely to engage with your brand, buy your products, and tell others about you.
With smart segmentation and personalized content, you can turn this interested audience into genuinely engaged customers. That's the kind of opportunity that makes email worth investing in.
How to Actually Do Email Marketing Well
Okay, so email is important. But let's be real: plenty of companies do it badly. You know the ones. The newsletters that feel like spam, the constant promotional blasts, the emails that look terrible on your phone. Let's talk about how to avoid being that company.
Start With People Who Actually Want Your Emails
This should be obvious, but apparently it needs saying: don't buy email lists. Just don't. Those lists are full of people who never asked to hear from you, and they'll treat your emails accordingly. Low open rates, high spam complaints, and a damaged sender reputation aren't worth whatever you paid for that list.
Instead, focus on building your list organically. Use clear opt-in forms. Offer something valuable in exchange for an email address. Make it easy for interested people to join, and you'll end up with a list that actually performs.
Tell People What They're Signing Up For
Nobody likes surprises in their inbox (well, except for surprise discounts, but that's different). When someone subscribes, tell them exactly what they'll get and how often they'll get it. Weekly tips? Monthly roundups? New product announcements? Lay it out clearly.
This transparency does two things: it sets proper expectations, and it builds trust. When you deliver exactly what you promised, people are more likely to stick around and engage with your content.
Your Subject Line Can Make or Break Everything
You could write the world's most amazing email, but if your subject line doesn't convince someone to open it, nobody will ever know. Keep your subject lines short, relevant, and intriguing. Make them personal when you can. And please, avoid anything that sounds like spam. You know the ones I'm talking about.
Test different approaches. Some audiences love straightforward subject lines. Others respond better to curiosity or humor. The only way to know what works for your subscribers is to try different things and see what happens.
Design for Phones (Because That's Where People Read)
Most of your subscribers are reading your emails on their phones. If your newsletter looks like a garbled mess on mobile, you've already lost. Use responsive design. Keep your layouts clean and simple. Make sure your fonts are readable and your buttons are big enough to tap without accidentally hitting three other things.
This isn't optional anymore. It's table stakes for email marketing in 2025.
Not Everyone Wants the Same Thing
Your subscribers aren't a monolith. Some are long-time customers, others are brand new. Some love product updates, others just want helpful tips. Treat them all the same, and you're leaving engagement on the table.
Segment your list based on behavior, preferences, location, or whatever makes sense for your business. Then send content that's actually relevant to each group. This approach takes more effort, but the payoff in engagement and conversions makes it worth it.
Every Email Should Give People a Reason to Care
This is where a lot of newsletters go wrong. They treat every email like a sales pitch. Buy this! Check out that! Limited time offer!
Here's the thing: if every email is promotional, people tune out. Balance your promotional content with stuff that's genuinely valuable. Educational content. Entertaining stories. Useful tips. Content that makes people think, "I'm glad I read that."
When you do have something to sell, your audience will be much more receptive because you've built up goodwill with all that value you've been delivering.
Show Up Consistently (But Don't Overdo It)
Pick a schedule and stick to it. Whether that's weekly, bi-weekly, or monthly, consistency helps your emails become a familiar, expected part of your subscribers' routines. Use a recognizable sender name and a consistent format so people know it's you before they even open the email.
That said, consistent doesn't mean constant. Bombarding people with daily emails when they signed up for weekly updates is a fast track to unsubscribes. Respect people's time and inbox space.
Actually Get Your Emails into Inboxes
You can craft the perfect email, but it doesn't matter if it ends up in spam folders. Take the technical stuff seriously. Authenticate your domain properly. Keep your list clean by removing bounced addresses and inactive subscribers. Don't go overboard with images and links, which can trigger spam filters.
Monitor your sender reputation and deliverability rates. If you're seeing problems, address them quickly before they get worse.
Pay Attention to What's Working
Email marketing without analytics is like driving blindfolded. Track your open rates, click-through rates, and unsubscribe rates. Run A/B tests on your subject lines, content types, and design elements. Look at what performs well and what doesn't.
Let the data guide your decisions. If certain types of content consistently get higher engagement, make more of that content. If your Tuesday sends outperform your Thursday sends, maybe switch your schedule. Keep testing, keep learning, keep improving.
Make It Easy to Leave
Nobody wants to trap people into receiving emails they don't want. Include a clear, visible unsubscribe link in every email you send. When someone opts out, process that request immediately.
This isn't just about being nice (though it is nice). It's also legally required in most places, and it protects your sender reputation. Plus, keeping people on your list who don't want to be there just tanks your engagement metrics anyway.
The Bottom Line
Your email list is one of your most valuable marketing assets. It represents real people who have chosen to let you into their inboxes. Treat that privilege with respect. Send them content that's worth their time. Be consistent, be authentic, and always strive to deliver value.
In a world where everyone's fighting for attention across a dozen different platforms, email gives you a direct line to people who actually want to hear from you. Use it wisely, and it'll pay dividends for years to come.
Navigating the Digital Advertising Landscape: A Guide for Modern Marketers
Do you use digital advertising? In this week’s Monday Marketing Motivation, I touch upon the topic of digital advertising. It’s such a broad topic that I couldn’t cover everything in the 5-7 minute video, so I decided to dig in more deeply in this article.
What Is Digital Advertising?
Digital advertising consists of online ads. These may appear in search engines such as Google and Bing or on social media platforms like Facebook, Instagram, LinkedIn, and so on.
Why Use Online Ads?
Like organic search, digital ads reach customers at the point in their buying journey when they are actively seeking information about products or services. This is why they are so powerful in the marketing mix. It’s like getting an instant appointment with a prospect who is knocking at your virtual door!
Core Features of Digital Advertising
Digital advertising is both precise and measurable. Targeted reach allows businesses to focus their efforts based on specific demographics, interests, and behaviors of their ideal customers. This ensures that marketing messages reach the most relevant audiences rather than being broadcast broadly to uninterested viewers.
Think about it this way: television, radio, and print (newspaper, magazine) ads reach a broad audience. This audience may, or may not, be interested in the product or service displayed. Yesterday, I saw three ads in a row for prepared, frozen meals. I don’t eat or serve prepared, frozen meals, but many people do. The company advertising frozen chicken dinners has to assume that the majority of people watching TV want fast and easy food, so they use broadcast ads.
However, many businesses, especially those that market to other businesses (called “B2B” or business-to-business marketing), need precise targeting. They can’t use “spray and pray” methods of advertising because it is unlikely that they will reach their target market using mass media. Many consumer-focused brands need precise targeting, too, and that’s where digital advertising shines.
Performance tracking is another aspect of digital ads. It provides detailed and quantifiable metrics such as clicks, impressions, and conversions. This data-driven approach enables marketers to see exactly how their campaigns are performing and make informed decisions about future investments. The ability to track return on investment in real time sets digital advertising apart from traditional methods, where results can be difficult to measure.
Broadcast ads are priced on a fixed basis, often referencing viewers and cost per thousand of viewers reached. Digital ads are budgeted like a checkbook. You set up an ‘account’ and ‘bid’ on a price per click, with the amount deducted from your account. This makes them more affordable for smaller businesses who may not have tens or hundreds of thousands of dollars to spend on ads each month. It also enables easier and more affordable testing, so you can test new concepts, measure the results, and invest in what works.
Search Advertising: Capturing User Intent
Search advertising places your brand at the top of search engine results when users enter relevant keywords. These ads typically operate on a pay-per-click model, meaning you only pay when someone actually clicks on your advertisement.
Google Ads: The Market Leader
Google Ads dominates the search advertising landscape, processing billions of daily searches and offering outstanding targeting and reach. You can set your ad to appear only for specific keyword terms and phrases related to your products and services. Location filters enable local businesses to focus their advertising on specific geographic areas, while audience segmentation helps refine targeting based on user behavior and interests. This means that a restaurant in Farmville, Virginia, can show ads only to central Virginia residents. Let’s face it; if you’re in the Dakotas, you’re not going to drive to Farmville for dinner!
Google Ads reaches high-intent users who are actively seeking solutions to their problems. When someone searches for a specific product or service, they're often ready to make a purchase decision, making search ads particularly effective for driving conversions. The platform's extensive reach ensures that businesses can connect with potential customers at the exact moment they're looking for relevant solutions.
Bing Ads: The Overlooked Opportunity
Bing Ads are like the forgotten stepchild of the search engine advertising world, and that’s a shame because, for certain companies, they are an excellent choice. The platform tends to attract older and more professional audiences, making it particularly effective for B2B companies and businesses targeting mature demographics. I’ve seen it generate better results for B2B companies time and time again, so it’s worth testing if you sell services or goods to other businesses. Lower competition on Bing often results in cheaper cost-per-click rates, allowing businesses to stretch their advertising budgets further.
Integration with Microsoft products expands Bing's reach beyond just search results. The platform connects with various Microsoft services, providing additional touchpoints for reaching potential customers. This ecosystem approach can be particularly valuable for businesses targeting professional audiences who rely heavily on Microsoft's suite of business tools.
The Power of Search Advertising
Search advertising offers immediate visibility for relevant queries, putting your business in front of potential customers exactly when they're looking for what you offer. The high conversion potential stems from user intent - people clicking on search ads have already demonstrated interest by searching for related terms. This qualified traffic often leads to better conversion rates compared to other advertising methods.
Detailed analytics provide ongoing optimization opportunities, allowing marketers to refine their keyword strategies, adjust bids, and improve ad copy based on performance data. This continuous improvement process helps maximize return on investment over time.
Social Media Advertising: Building Relationships and Driving Action
Social media platforms provide rich environments for brand storytelling, engagement, and direct response advertising. Unlike search ads that capture existing demand, social media advertising can create demand by introducing products and services to users who might not have been actively searching for them.
Facebook and Instagram: Visual Storytelling Platforms
Facebook and Instagram offer access to a massive user base with sophisticated targeting options that go far beyond basic demographics. The platforms' advanced targeting capabilities allow businesses to reach users based on interests, behaviors, life events, and even connections to existing customers. This precision targeting helps ensure that advertising messages reach the most receptive audiences.
These platforms support various ad formats, including single images, videos, carousels, and stories, providing creative flexibility to match different marketing objectives. Visual storytelling opportunities make Facebook and Instagram particularly effective for B2C campaigns where emotional connection and brand personality play important roles in purchasing decisions.
LinkedIn: The B2B Marketing Powerhouse
LinkedIn serves as the premier platform for business-to-business advertising, offering unique targeting options that reflect its professional user base. Advertisers can target prospects by job title, industry, company size, seniority level, and many other professional characteristics. This granular targeting makes LinkedIn ideal for reaching decision-makers and influencers within specific industries or organizations.
The platform excels at promoting professional services, educational content like webinars, and thought leadership materials such as whitepapers. LinkedIn's professional context lends credibility to business-focused content and creates an environment where users expect to encounter industry-relevant information and solutions.
Emerging and Specialized Platforms
Twitter, now known as X, remains useful for real-time engagement and capitalizing on trending topics. The platform's fast-paced nature makes it ideal for timely campaigns and brands that want to participate in current conversations.
Pinterest represents a powerful platform for lifestyle, fashion, home decor, and DIY brands. Users often come to Pinterest with purchase intent, researching products and ideas they plan to implement, making it valuable for driving qualified traffic to e-commerce sites.
Benefits of Social Media Advertising
Social media advertising enables deep audience engagement through comments, shares, and direct interactions that can build a community around brands. This engagement creates opportunities for relationship building that extend beyond the initial ad impression.
Creative flexibility allows brands to experiment with different formats, messaging approaches, and visual styles to find what resonates best with their audiences. The informal nature of social media also permits more personality and creativity in advertising approaches.
Retargeting is also possible on social media. Retargeting means that the platform re-engages, or shows your ad again, to customers who may have visited your website or seen your ads before. This helps encourage buyers to revisit your site with the goal of more leads or sales.
Strategic Budget Planning for Digital Advertising
Budgeting digital advertising is both an art and a science. Most companies start with their best estimate and refine their budget based on demographics, targeting, and campaign results. A/B testing, or testing each new ad against the control or previous ‘winner,’ helps refine budgets and increase response rates over time. It builds on what works to maximize ROI.
How to Budget for Digital Ads
The first step is essential - define your goals. What do you want to accomplish? Brand awareness, lead generation, direct sales, customer retention, or something else? Identifying specific goals will help you focus and refine the entire campaign, including establishing the budget.
Next, choose the platform for your ads. Base your choice not on your favorite platform but on the demographics of the platform’s users. In other words, your ads should appear on platforms where your target audience likes to hang out. B2B ads may wish to test Bing, Google, and LinkedIn, while consumer-focused ads may wish to try Facebook, Instagram, or Pinterest.
I like to start with small ad budgets to test different approaches. Think about your first few campaigns as reconnaissance; you want to gather as much information as you can, learn from it, and move on to bigger and better things. Based on the metrics from the initial campaigns, you can then increase successful ones and sunset unsuccessful ones.
An important, but often overlooked aspect of digital advertising budgets is budget management. Keep an eye on your bank account, so to speak. Look at the metrics, including cost per click, conversion rates, and return on ad spend. Are you getting the most bang for your buck?.
Platform-Specific Budget Considerations
Google Ads typically requires higher minimum budgets due to competitive keyword costs, with most businesses starting their ad budgets around $500 monthly. However, highly competitive industries may require higher investments to achieve visibility and meaningful traffic volumes. This is why many companies prefer working with consultants and marketing agencies that specialize in Google Ads. (Note: Seven Oaks Consulting does have a partner ad agency that does this work for us, so let us know if it’s of interest!)
Facebook and Instagram advertising can be effective with smaller budgets, often starting around $300 monthly. The platforms' advanced targeting and optimization algorithms can work effectively even with limited spend, making them accessible to smaller businesses.
LinkedIn advertising generally requires higher budgets, typically starting around $1,000 monthly, due to the platform's premium audience and higher cost per click rates. However, the qualified nature of LinkedIn traffic often justifies the higher investment for B2B companies.
The Strategic Importance of Extended Campaign Duration
Don’t shortchange your ad campaigns by running them for a week and declaring victory (or losses). I recommend a minimum of three to six months of investment in an ad campaign to test, measure, and deliver information that can be used to improve future campaigns. If you can’t invest consistently in a digital ad campaign, now is not the time to run it.
Learning from Your Online Ads
All digital advertising platforms today use sophisticated algorithms that require time and data to optimize how, when, where, and to whom they show your ads. That’s why you need several weeks, if not months, to allow the ads to settle down (as I like to say) and start producing results. During the first few weeks of a campaign, the algorithms learn about your audience. They test different delivery strategies and identify the most responsive users. Cutting campaigns short disrupts this learning process and doesn’t provide a good return on investment.
Ads Build Recognition and Trust
There’s a reason why you see the same ads over and over again. Advertising success relies on repetition to build recognition and trust. Brand exposure, or seeing your company name, logo, and products repeatedly, imprints them in the viewers’ subconscious, helping them return to your company and products. Multiple touchpoints and multiple times seeing your ad improve brand recognition.
Accounting for Seasonal and Market Fluctuations
Here’s another often overlooked factor: seasonality.
All businesses experience natural seasonal shifts. Even technology and manufacturing companies see ups and downs in interest from customers. Consumer companies face even greater seasonal peaks and valleys. The Christmas rush, Black Friday, Mother’s Day, summertime…depending on what you sell, one season or month may be busy or slow. Longer campaigns offer more data, which smooths out potential biases from seasonal peaks and valleys.
Recommended Campaign Approach
So, how should you start a campaign? Focus first on strategy: where you should run your ads based on your customers’ platform or search preference. Then, establish your budget for at least three to six months of testing.
Next, conduct keyword research to develop your creative approach. Launch your ads.
The first month of digital advertising gives the algorithm time to adjust. During this time, watch carefully to ensure you’re reaching the desired target audience.
Months two and three represent the optimization phase, where insights from initial testing are applied to improve campaign performance. This might involve refining audience targeting, adjusting ad creative, or reallocating budget toward the highest-performing elements.
Months four through six focus on scaling successful strategies and maximizing return on investment. By this point, campaigns have sufficient data and optimization to support increased budgets and expanded targeting while maintaining efficiency.
Maximizing Digital Advertising Success
Digital advertising represents a powerful tool for reaching and engaging target audiences in today's connected marketplace. Success depends on understanding the unique strengths of different platforms, from search ads that capture existing intent to social media advertising that builds relationships and creates demand.
Strategic budget planning ensures that advertising investments generate meaningful returns while supporting long-term business growth. The commitment to extended campaign durations allows for proper optimization and relationship building that short-term approaches cannot achieve.
Whether focusing on immediate conversions through search advertising or building brand awareness through social media campaigns, digital advertising offers measurable, scalable solutions for businesses of all sizes. With thoughtful strategy, appropriate budgeting, and patience for optimization, digital advertising can drive significant growth and create lasting competitive advantages in the digital marketplace.
Achieve Better Results Through A/B Testing
Let's be honest—marketing can feel like throwing spaghetti at the wall sometimes. You have this brilliant idea for a new headline or button color, but will it actually work? Instead of crossing your fingers and hoping for the best, there's a better way: A/B testing.
What Is A/B Testing?
Think of A/B testing as a friendly competition between two versions of your marketing content. You create version A (usually your current version) and version B (your new idea), then show each one to different groups of people. Maybe you're testing whether "Get Started Now" works better than "Start Your Free Trial" as a button label. Or perhaps you're curious if that bright orange header will outperform your current blue one.
The beauty is in the simplicity—you let your audience tell you what they prefer through their actions, not their opinions.
Why Testing In Marketing Matters To Your Business
Here's the thing: we're all terrible at predicting what other people will do. I mean, really terrible. That "obvious" improvement you're sure will boost conversions? It might actually hurt them. That design change you think looks awful? Your customers might love it.
A/B testing takes the guesswork out of the equation. Instead of making decisions based on what you think will work, you're making them based on what actually works. This means less risk, better ROI, and those "aha!" moments when the data surprises you.
Picture this: you change a "Buy Now" button from blue to red. Seems minor, right? But what if that simple change increases your conversion rate by 15%? Without testing, you'd never know you were leaving money on the table.
Where You Can Use A/B Testing
The great news is that you can test almost anything in your marketing toolkit:
Email campaigns are perfect testing grounds. Try different subject lines (does "50% Off Everything" beat "Your Exclusive Sale Starts Now"?), experiment with sender names, or test whether your audience prefers short, punchy emails or longer, detailed ones.
Landing pages offer endless possibilities. Test headlines, swap out hero images, move your signup form from the bottom to the top, or try different call-to-action buttons. Even small changes in form length can make a big difference.
Digital ads are another goldmine for testing. Does that lifestyle photo perform better than a product shot? Which headline grabs more attention? Test different ad copy, visuals, or even audience targeting approaches.
E-commerce product pages can benefit from testing product descriptions, customer reviews placement, promotional banners, or even the number of product images you show.
Website navigation and layout elements like menu structures, sidebar content, or footer information can all impact user behavior in ways you might not expect.
The golden rule? Test one thing at a time. If you change both the headline and the button color simultaneously, you won't know which change drove your results.
Getting It Right: Best Practices That Actually Work
Sample Size and Statistical Significance
This is where things get a bit technical, but stick with me. You need enough people to see each version for your results to be meaningful. If only 50 people see version A and 47 see version B, a small difference could just be random chance. Most testing tools will calculate statistical significance for you, but aim for at least 95% confidence before declaring a winner.
Timing and Test Duration
Don't rush this part. Running a test for just a day or two rarely gives you reliable data. You want to capture different user behaviors throughout the week—people browse differently on Mondays than Fridays, and weekend traffic often behaves uniquely. Aim for at least one full business cycle, and consider seasonal factors if relevant.
Setting Clear Goals
Before you start, decide exactly what success looks like. Are you trying to increase email signups? Boost product purchases? Reduce bounce rate? Having a clear primary metric keeps you focused and prevents you from cherry-picking results later.
Avoiding the "Early Winner" Trap
This one's tough because we all want quick results. But declaring a winner after just a few hours or when you see early positive trends can lead you astray. Let the test run its full course—patience pays off in accuracy.
Proper Randomization
Make sure your testing tool randomly assigns visitors to each version. You don't want all your mobile users seeing version A while desktop users see version B, as that would skew your results.
Advanced Considerations for Better Testing
Sequential Testing Strategy
Once you find a winner, don't stop there. Use that winning version as your new baseline and test another improvement. This compound approach can lead to dramatic improvements over time.
Monitoring Secondary Metrics
While focusing on your primary goal, keep an eye on other important metrics. A version that increases click-through rates might decrease average order value or customer satisfaction. You want the full picture.
External Factors and Timing
Be mindful of outside influences. Running tests during Black Friday, major news events, or seasonal peaks can introduce variables that won't be present year-round. Sometimes it's worth pausing tests during unusual periods.
Multivariate Testing
Once you're comfortable with basic A/B testing, you might explore testing multiple elements simultaneously. This is more complex but can reveal how different elements interact with each other.
Building a Testing Culture
The biggest challenge often isn't technical—it's getting your team comfortable with being wrong sometimes. Create an environment where "failed" tests are celebrated as valuable learning experiences. Document everything, share insights broadly, and make data-driven decision-making the norm.
Making A/B Testing Work for Your Business
Start small if you're new to this. Pick one element that you suspect could be improved—maybe an email subject line or a single button on your website. Run that test properly, learn from the results, then gradually expand your testing program.
Remember, not every test will give you a clear winner, and that's okay. Sometimes the biggest insight is learning that your current approach is already pretty good. Other times, you'll discover game-changing improvements hiding in the smallest details.
The Bottom Line
A/B testing transforms marketing from educated guessing into strategic optimization. It respects the complexity of human behavior instead of trying to predict it, and it gives you the confidence to make changes based on evidence rather than opinions.
Whether you're optimizing your first email campaign or running sophisticated tests across multiple channels, the principle remains the same: let your audience show you what works. They're the ones making the decisions that matter, so why not listen to what they're telling you?
The best part? You don't need to be a data scientist or have a massive budget to get started. Many email platforms, website builders, and ad platforms have A/B testing built right in. The hardest part is often just getting started—but once you see how powerful data-driven optimization can be, you'll wonder how you ever marketed without it.
Choosing the Right Marketing Consultant
Tips for Choosing the Right Marketing Consultant: A Veteran Marketers' Perspective
Choosing the right marketing consultant is an art. My dad used to say there were two types of people: those that talk about doing things and those that actually do them. I have found throughout my 30+ year career in marketing that this holds true for consultants, too.
Two Types of Consultants
I have seen consultants that “do”. They roll up their sleeves and dive into the company’s problems. What needs to be done? Who needs support and coaching? How can I help?
And then there are those that “do not.” These are the bloviators. The talkers. The incessant theorizers. They love to attend meetings, host meetings, and meet to meet.
The “doers” explore problems and offer solutions. They focus on tangible results and ROI.
The “do not” consultants love to throw money and people at problems. Not getting enough leads? Well, you aren’t spending enough. (That may be true, but it may not be. The do-not-do consultants immediately throw money at the problem.) Not getting the results that you need? Ah, you don’t have the right people, or your staff is too small. Hire my cadre of best friends to fill out your marketing department and you will see the results.
More often than not, the do-not-do consultants leave before the results are in. They leave behind another story: bloated teams, wasted budgets, and exhausted managers. The talkers love theories, but they hate hard work. They love to delegate the job to the staff while making themselves look like the heroes should any one of their trendy theories work and improve leads, sales, and ROI.
At Seven Oaks Consulting, We Are All Doers!
In case you haven’t guessed, I’m a doer. I’m a roll-up your sleeves and dig-in kind of consultant. I mentor and teach, to be sure, but typically, I use situations as learning opportunities with my clients’ marketing teams to help them improve.
I know the theories, of course, and yes, I apply some of them. Brand story. EOS. Agile marketing. Each bears exploring. But the consultants avoid love to talk incessantly about theories without putting them into practice. When pushed, they rarely demonstrate theories in actual practice.
Finding the Best Marketing Consultant
How can you avoid the “do nots” and hire “can do” consultants? During the interview process, listen to the questions they ask. The do nots often leap immediately to the solution and insist that they have seen it all and therefore do not need to explore alternatives. The can-do consultants request data, plans, and results to date. They want to talk one on one with a few team members. They ask specific questions about what has been tried and what has failed.
Hire can-do consultants. Ask for references. Look at their work. Ask pointed questions during the interview process.
Some questions to consider include:
- How would you solve this problem?
- What experience do you have with X?
- Why do you think this is happening?
- What would you recommend in this example?
Should Marketing Consultants Provide Samples?
Do not expect the consultant to provide samples specific to your company or a written marketing plan for free. I have had potential clients steal sample plans and enact them. I’ve caught them doing this; we’ve met, given them a short marketing plan, and the next thing I know, I see the messaging and tactics all playing out. It’s not a coincidence. It’s happened to me too many times over my 18 years as a consultant, so now I rarely provide details in writing without a hiring agreement. However, during the interview, I am happy to give some industry perspectives, best practices, and a few ideas.
As a senior marketing consultant who has run a successful business-to-business marketing practice for over 18 years, I can help you weed out the talkers from the doers. More importantly, I can help you get the work done. My teams can be deployed quickly to your content needs, providing regular marketing content for social media, blog posts, guest posts, and more. And I promise not to talk theory without practical application. That’s a promise.
Mailing Violation: Marketing Agency Fined for Lack of Disclosures on Direct Mail
I check several news sources daily to keep up with both local and world news. One story on the AP News caught my attention: Marketing Firm Fined $40,000 for 202 GOP Mailers in New Hampshire.
The story is interesting to me because of my background in direct mail. Before founding Seven Oaks Consulting in 2007, I had a long and happy career leading marketing and direct mail for some of the nation’s largest education companies. My master’s degree in Direct and Interactive Marketing from New York University included many courses in direct mail management, and I spent many hours over the years working with mailing houses, printers, and agencies through the New York tri-state area. I have even led workshops in direct mail for marketing agencies who need to shore up their knowledge of best practices.
The AP report was scanty and did not give background information about the case, so I searched the New Hampshire Department of Justice for the case and read through the PDF on their site that lays out the state’s case against the marketing agency, Deliver Strategies. Deliver Strategies is a marketing agency specializing in political marketing for candidates running for office. Direct mail is often used for political marketing.
According to the document found on the New Hampshire DOJ site, the case began when it was discovered that 189,000 political mailers sent to residents in New Hampshire failed to contain the appropriate disclosure language (paid for by) and return address. Investigation into the mailers led to a tangle of mistakes that began with the client and ended with the mail house.
Mistakes make throughout this case include:
- Deliver Strategies acquiescing to the client’s request not to put the return address and disclosure on the mail piece.
- Trusting that the client’s lawyers had reviewed the mail piece and given it a green light to proceed without the disclosures. (I wonder if they received written confirmation from the client on this).
- The mail house, upon questioning the name to put on postal form 3602-R, taking it upon themselves to search online for the candidate’s name and address and putting it on the form. Meanwhile the candidate neither authorized nor paid for the mailer. The candidate knew nothing about it. It was paid for through a political action committee (PAC).
Reading through the DOJ document, I kept shaking my head. I understand completely how such mistakes happen. The agency wants to please the client. The agency asks for, and receives, reassurance that the legal team has blessed the mailer. Meanwhile, the mailing house tries to do what it thinks is correct and ends up screwing up everything further.
I think the moral of this story is that if a client – or an agency – sends you a creative proof that you feel is wrong, you need to question it. Dig in your heels. Do not go with the flow.
Digital Strategies questioned the client about the lack of return address or disclosure, but in the end, went along with it up on reassurance of its legalities. That’s a reasonable call to make in my opinion as an agency owner. If they did not suggest taking off the return address or omitting the disclaimer, the fault, in my opinion, lies with the client. I hope that the agency asks for the fine to be repaid, counts its blessings, and moves on
An Overview of Marketing Tactics - Use the Right Marketing Tool for the Job
Are you using the right marketing tactics to achieve your business goals?
The right tool for the job makes the task easier. The same goes for marketing. Choosing the correct tactic to achieve your goals is vital to your overall marketing plan success.
Too many executives, however, hear or read about a particular tactic, and then it becomes their pet tactic. They go to a seminar that talks about Facebook advertising, and suddenly, they want their marketing team to enact a Facebook marketing plan immediately – even though their target customer is on LinkedIn or the company has already tried Facebook advertising and gotten no results.
I can’t tell you how many meetings I have sat in as a consultant and heard company leaders demanding to know why this tactic or that one isn’t being done as if a particular tactic is a magic bullet that will fix their marketing problems.
There’s no magic bullet, and there is no one ‘right’ marketing tactic to solve your particular problem. However, there are some guidelines about what tactic to choose based on the specific situation you want to solve. Below is my list. It is not the only list. However, it should serve as a sound general guideline for those who wish to use it. As with all things in marketing, test, measure, repeat what works, and discard what doesn’t. Give any campaign enough time to make an impact before changing things. And always – without exception, without fail – focus on your audience and where and how they like to receive information.
Examples of Marketing Tactics and The Goals They Achieve
Advertising
Print, television, radio, display, digital, social media ads
Best for lead generation, direct product sales, and acquisition marketing (such as building up an email list for future marketing). It can also be used for branding and product awareness.
Direct Mail or Email
Direct mail (old-fashioned “snail mail”), email marketing
Best for direct product sales and lead generation. Email marketing through newsletters is good for retention, i.e., “keep in touch” marketing with your customers.
Content Marketing
Blogs, articles, case studies, white papers, videos, podcasts.
Best for thought leadership, awareness, and branding. It can be used for acquisition marketing but is usually not an immediate lead generation or sale opportunity. Excellent for brand awareness, building brand loyalty, and developing an audience.
Events and Conferences
Exhibiting at a trade show and attending industry events.
Best for networking, brand awareness, and long-term acquisition and retention.
Marketing Tactics – The Right Tool for the Job
Again, let me stress that the list shared above offers guidelines rather than rules about which marketing tactic to choose for your needs. Often, these tactics are adapted or adjusted to support various strategies. Multiple tactics are used together (called an omnichannel marketing strategy or an integrated strategy) to produce the desired results.
This is where choosing the right marketing tools becomes an art rather than a science. Companies that struggle to solve a business problem, such as lead generation, high customer churn, or poor brand awareness, should work with an experienced marketing consultant. Experienced marketers have faced similar problems and have seen which campaigns worked (and which didn’t) to solve the problem. They can apply these learnings to your business and make better, informed suggestions.
So before you insist that “we should be doing a podcast” or “we should start a blog,” sit down with your most experienced marketing person and instead state the problem to be solved. Don’t try to guess the tactic or use the tactic in vogue. Not every marketing approach fits every situation. Pick the right tool from your marketing toolbox to achieve the desired result.
Let’s talk results—I’ll help you craft winning marketing strategies!
Contact Us
Phone: (434) 574-6253
Email: info@sevenoakscontentmarketing.com
Marketing Strategy Review: Are You Stuck Doing Pot Roast Marketing?
Here at Seven Oaks Consulting, “pot roast marketing” is an in-joke. It refers to how companies often fall into the trap of doing the same marketing year after year just because it’s always been done that way.
- They go to the same trade show every year because they’ve always gone…despite the fact that they haven’t gotten a lead there in years.
- They produce YouTube videos because someone said “everyone in your industry does this” and so they do them even though it’s a struggle.
- They send the same emails out because the CEO loves them.
The Marketing Metaphor of the Pot Roast
The term pot roast marketing comes from an old story I was told many, many years ago. In this story, a young bride cooks a pot roast for her husband for the first time. As he bites into the first forkful, he chews thoughtfully and says, “Honey, this is the best pot roast I’ve ever eaten. But why did you cut the roast in half before cooking it?”
“I don’t know,” she answers, “but my mom always cooked it this way, so that’s what I do, too. Let me call her and ask.”
So the woman phones her mother, and her mother doesn’t know the answer, either. “Well, that’s the way Grandma always made it, so that’s how I make it, too. Let me call her and ask.”
When the two women get on a call with Grandma, Grandma bursts out laughing. “Oh my dears,” she laughs, “the only reason I cut the pot roast in half is because I didn’t have a pan big enough for the full piece. I had to cut it to make it fit. Don’t tell me you were making it this way all along and didn’t know why?”
That’s what happens in marketing departments. The “pot roast” is a project, perhaps a campaign, that someone initiated years ago. Once, it was successful, and so it became standard operating procedure. No one has questioned it since. But, when examined carefully, it reveals itself as a drag on time and resources, and underperforming activity that can either be set aside or changed to go with the times – and be a productive campaign once again.
A Real-Life Example of a Pot Roast Marketing Strategy
Company Made 5X Investment Once They Fixed Their Marketing Problem!
I experienced the phenomenon of pot roast marketing many years ago. A company I was working with had a direct mail piece that was a ‘prime’ example of pot roast marketing. It was stale and tired. It cost them a bundle to mail each year – and lost around $30,000 in the process. But they insisted, to the last breath, that they had to keep sending out that mailer ‘because it’s always been done this way and everyone in our [target market] expects it.”
Even though it’s not considered best practice to change multiple things in a direct mail piece at one time, I did it with this one because they had nothing to lose – it was costing them money and they weren’t getting the desired results. I asked their creative director to change the appearance of the piece, giving it a modern edge. Their list broker cleaned the list, removing duplicates and adding new audience segments. We even changed the timing of the piece, moving it back a few weeks.
The results? This old pot roast that originally cost them $30,000 each year now made them over $500,000! In simple terms, for every $1 they invested in the production of the direct mail piece, they received $5 back in product sales. And we saved $100,000 in mailing costs by cleaning up the list.
This small example shows you how pot roast marketing can stall even the best companies. This company was supportive of their marketing and invested heavily in all channels, including direct mail. Yet they had a pot roast on their hands. It took an outside voice – me, a marketing consultant – to help them sniff the pot roast out from their midst.
Key Marketing Insights: Takeaways
Look for every opportunity to get the pot roast out of the oven – to identify marketing activities that are among the annual tactical plan simply because it’s always been done that way or it’s a pet project of an executive. Question everything. Analyze the data. If it’s not helping you meet your acquisition, retention, or brand loyalty goals, change it or sunset it. But don’t keep doing a marketing activity because “it’s always been done that way.”
Let’s talk results—I’ll help you craft winning marketing strategies!
Contact Us
Phone: (434) 574-6253
Email: info@sevenoakscontentmarketing.com