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    Who’s in Control of Your Customer Service?
    Make the Process VisibleIn the 1960’s, when the fast food industry was brand new, most restaurants had a wall between the order counter and the kitchen. Customers didn’t know how their food was being prepared or how long it would take (or if it had been pre-prepared and resting under heat lamps awaiting an order).In the seventies, some restaurants took down the wall so that customers could see who was preparing their food, how it was being prepared and about how long it would take. This gave customers psychological control of the “o
    have the best profits and incomes possess the best information about where their business comes from.

    Highly successful HVAC contractors view everything they do...as testing. They do NOT see things in the context of 'success' or 'failure' like ordinary people do, and as a result they do not become 'de-motivated' like most people do.

    Instead, they carefully organize the things they do into a series or sequence of experiments, testing options, and focusing on the ones they find that work. And they fully expect to go through any number of experiments that don't pan out before walking away from the lab with a winner. Always, always test your marketing methods small. Then if they work and

    Changing the Way You Advertise
    One of the clients I work with has only had a website for a couple of years now. When we first set his website up, he was just about to place ads in all the local phone books. Knowing this, the first thing we did was get him a domain, so he could go ahead and put it in the ads. Of course, the site was done in plenty of time for the actual release of the phone books.Over time, this particular client has shifted more and more of his advertising towards his website. He used to put coupons in the phone book ad, and it definitely cost him. Now, f
    Do you want to build steady streams of qualified leads for your sales force? No matter what kind of marketing you use — direct mail... telemarketing... print ads... radio or TV— the same cardinal rule applies: test everything on a small scale before spending money on a big scale.

    'Testing' is an ugly topic. Why? Because testing variables in advertising direct mail, phone scripts and sales presentations requires discipline, diligence and patience. You can only test one variable at a time if you want to get it right. This means that if you change a headline, you can't change anything else.

    Start with small tests. Use them as launching pads for your product or service.

    Test one ad one time. Avoid the costly mistake of repeating your test ad. Save your money! Test your ad by running it one time — and one time only. Using this low-cost method you can test market any product or service for under $500.

    Before expanding your schedule, track and measure results. Is your ad profitable? Is it generating sufficient leads? Are these leads turning into orders? Evaluate your test by using the following guidelines.

    The fastest way to test is the A-B test or as some call it split testing. This is the fastest way to test and get to a reasonable conclusion. Let's assume you have a letter and you want to leave everything the same but test 3 different headlines, and you have 1,200 similar addresses to mail to. What you would do is send every 1st person the A headline while sending every 2nd person the B headline and every 3rd person the C headline.

    You can test again a control. A control is a letter, newspaper ad or Val-Pak coupon that already works well and you're using it on a continuing basis. You have been using it long enough you know what it produces. You have a known to measure against. Now you can start trying to improve that control, ideally one step or variable at a time.

    If I'm trying to beat a control, here are the variables I'll look at closely, to see if there's room for improvement:

    1. The offer

    2. The guarantee(s)

    3. The urgency of response

    4. The big idea or big promise

    5. The overcoming of skepticism i.e. credibility and believability

    6. The style or tone of the writing itself

    7. The look of the piece

    By the way, little, very testable things DO sometimes make very big differences. A contractor changed the headline on his direct mail letter and went from getting three or new clients a month to 18 to 20.

    You must collect accurate data or all your testing will be wasted. You must know where all your business comes from. To do this you need to code every offer, and track it. If you have employees who are lax about this, they can totally screw up your test.

    My clients that have the best profits and incomes possess the best information about where their business comes from.

    Highly successful HVAC contractors view everything they do...as testing. They do NOT see things in the context of 'success' or 'failure' like ordinary people do, and as a result they do not become 'de-motivated' like most people do.

    Instead, they carefully organize the things they do into a series or sequence of experiments, testing options, and focusing on the ones they find that work. And they fully expect to go through any number of experiments that don't pan out before walking away from the lab with a winner. Always, always test your marketing methods small. Then if they work and

    How to Be Customer Unfriendly
    One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for frequent flyers, set up the menu so it changes at various times of the day, and put long recorded messages on the system to ‘educate’ passengers while they wait.I’ve called this airline many times. My fingers know which buttons to push to get what I need without delay. Now my fingers are lost and my ears are listening to long messages. I am still trying to figure out
    d one time. Avoid the costly mistake of repeating your test ad. Save your money! Test your ad by running it one time — and one time only. Using this low-cost method you can test market any product or service for under $500.

    Before expanding your schedule, track and measure results. Is your ad profitable? Is it generating sufficient leads? Are these leads turning into orders? Evaluate your test by using the following guidelines.

    The fastest way to test is the A-B test or as some call it split testing. This is the fastest way to test and get to a reasonable conclusion. Let's assume you have a letter and you want to leave everything the same but test 3 different headlines, and you have 1,200 similar addresses to mail to. What you would do is send every 1st person the A headline while sending every 2nd person the B headline and every 3rd person the C headline.

    You can test again a control. A control is a letter, newspaper ad or Val-Pak coupon that already works well and you're using it on a continuing basis. You have been using it long enough you know what it produces. You have a known to measure against. Now you can start trying to improve that control, ideally one step or variable at a time.

    If I'm trying to beat a control, here are the variables I'll look at closely, to see if there's room for improvement:

    1. The offer

    2. The guarantee(s)

    3. The urgency of response

    4. The big idea or big promise

    5. The overcoming of skepticism i.e. credibility and believability

    6. The style or tone of the writing itself

    7. The look of the piece

    By the way, little, very testable things DO sometimes make very big differences. A contractor changed the headline on his direct mail letter and went from getting three or new clients a month to 18 to 20.

    You must collect accurate data or all your testing will be wasted. You must know where all your business comes from. To do this you need to code every offer, and track it. If you have employees who are lax about this, they can totally screw up your test.

    My clients that have the best profits and incomes possess the best information about where their business comes from.

    Highly successful HVAC contractors view everything they do...as testing. They do NOT see things in the context of 'success' or 'failure' like ordinary people do, and as a result they do not become 'de-motivated' like most people do.

    Instead, they carefully organize the things they do into a series or sequence of experiments, testing options, and focusing on the ones they find that work. And they fully expect to go through any number of experiments that don't pan out before walking away from the lab with a winner. Always, always test your marketing methods small. Then if they work and

    How to Promote Your Online Business Offline
    Promoting offline is a method that many overlook or completely forget about when it comes to advertising their online business. For many people, reading an advertisement in the newspaper, magazine, on a billboard or even in the mail is still a more trusted and safer way to respond to an advert. So this article is going to cover a few of the many ways that you can promote your online business using offline tactics. Some are free, some may require a little money and some thought and cunning.So, lets get into it. Newspaper advertising is still
    ve 1,200 similar addresses to mail to. What you would do is send every 1st person the A headline while sending every 2nd person the B headline and every 3rd person the C headline.

    You can test again a control. A control is a letter, newspaper ad or Val-Pak coupon that already works well and you're using it on a continuing basis. You have been using it long enough you know what it produces. You have a known to measure against. Now you can start trying to improve that control, ideally one step or variable at a time.

    If I'm trying to beat a control, here are the variables I'll look at closely, to see if there's room for improvement:

    1. The offer

    2. The guarantee(s)

    3. The urgency of response

    4. The big idea or big promise

    5. The overcoming of skepticism i.e. credibility and believability

    6. The style or tone of the writing itself

    7. The look of the piece

    By the way, little, very testable things DO sometimes make very big differences. A contractor changed the headline on his direct mail letter and went from getting three or new clients a month to 18 to 20.

    You must collect accurate data or all your testing will be wasted. You must know where all your business comes from. To do this you need to code every offer, and track it. If you have employees who are lax about this, they can totally screw up your test.

    My clients that have the best profits and incomes possess the best information about where their business comes from.

    Highly successful HVAC contractors view everything they do...as testing. They do NOT see things in the context of 'success' or 'failure' like ordinary people do, and as a result they do not become 'de-motivated' like most people do.

    Instead, they carefully organize the things they do into a series or sequence of experiments, testing options, and focusing on the ones they find that work. And they fully expect to go through any number of experiments that don't pan out before walking away from the lab with a winner. Always, always test your marketing methods small. Then if they work and

    Attaining The Career Of Your Dreams
    In order for you to attain the job of your dreams, you must first learn to value your life and maximise your full potential.Teach us to number our days aright, that we may gain a heart of wisdom - PsalmistThe perception you have about your life and life in general will determine your decisions in life. These decisions are what determine what you achieve.Did you actually know that your decisions can determine your actions and your actions, being consistent will develop your daily habits?It is imperative that you are aware
    e urgency of response

    4. The big idea or big promise

    5. The overcoming of skepticism i.e. credibility and believability

    6. The style or tone of the writing itself

    7. The look of the piece

    By the way, little, very testable things DO sometimes make very big differences. A contractor changed the headline on his direct mail letter and went from getting three or new clients a month to 18 to 20.

    You must collect accurate data or all your testing will be wasted. You must know where all your business comes from. To do this you need to code every offer, and track it. If you have employees who are lax about this, they can totally screw up your test.

    My clients that have the best profits and incomes possess the best information about where their business comes from.

    Highly successful HVAC contractors view everything they do...as testing. They do NOT see things in the context of 'success' or 'failure' like ordinary people do, and as a result they do not become 'de-motivated' like most people do.

    Instead, they carefully organize the things they do into a series or sequence of experiments, testing options, and focusing on the ones they find that work. And they fully expect to go through any number of experiments that don't pan out before walking away from the lab with a winner. Always, always test your marketing methods small. Then if they work and

    Black Friday Branding
    I got more calls yesterday than I have in weeks and from real people too. Holiday weeks are when smart marketing takes place. Chances are you will get to talk to someone for the following reasons:People are in a good mood - Its the holidays; People are in their offices instead of traveling; People aren't engaged in serious work because its the holidays; People feel more giving of their time and resources.So who took the time and called me this week? Three new clients who wanted to expand their personal brands.
    have the best profits and incomes possess the best information about where their business comes from.

    Highly successful HVAC contractors view everything they do...as testing. They do NOT see things in the context of 'success' or 'failure' like ordinary people do, and as a result they do not become 'de-motivated' like most people do.

    Instead, they carefully organize the things they do into a series or sequence of experiments, testing options, and focusing on the ones they find that work. And they fully expect to go through any number of experiments that don't pan out before walking away from the lab with a winner. Always, always test your marketing methods small. Then if they work and only if they work, test a little bigger. Keep getting bigger and bigger if it works. I've known many people to lose their shirts by not following this rule. No matter how wonderful you think your idea or plan is, test small. Let the response tell you if it's good or not. One guy I know bought 500 names from a mailing list broker. He mailed the 500 names and got a tremendous response. It was unbelievable. Then he did it. He made a huge mistake. He decided to mail to the rest of the list - which was 10,000 names. He spent $1800 to buy the list (18c a name) and spent $3700 on postage. Guess what his results were? Only $350 in sales. Mailing brokers always give you the best part of the list first. The most responsive buyers. This guy lost $5150. This is a common mistake. Many, many people have made it. Remember test, test, and test. Test small. Get bigger slowly.

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