Sonnhalter has used several services for a very long time… as in decades. I’m not sure how we started working with these services, but I had to assume there was a reason.
However when I took over the contracts with these services, no one seemed eager to provide the most important service of all… customer service. Coming into my new role, I wanted to understand our various contracts so I reached out to the most recent person assigned to us. No answer. I reached out to the company referencing our account number. No answer.
I attended a conference and visited the service provider’s table, and immediately got attention because they thought I was a new customer. The sales person apologized up and down and said our rep would be in contact with me. He was able to look up answers to some of my questions. More than a week after the conference, I had no contact.
When it comes to your customers, it’s crucial not to become lazy. Don’t expect your relationship to maintain itself just because you’ve been with them for years. Don’t focus all of your time and attention trying to win new business that you forget your current business.
As I learned in Marketing 101 in college, it’s cheaper to maintain an existing customer relationship than to build a new one.
When you ignore, forget or don’t serve your current customers the way that you should, you are in danger of losing them.
At the conference I met with several competing service providers who would be happy to have me as a customer, what makes our current providers think we’ll stick with them if there’s someone else who isn’t lazy?
In your personal life, if you were to call your mechanic for general maintenance on your car and they never called you back to schedule an appointment, you’d probably consider finding a new mechanic, right? It’s the same in the business-to-business world.
Your customers want to be valued, whether they’ve been working with you 5 days or 50 years.
Sometimes I get scared that others in the industry don’t know what PR actually is or stands for. The textbook definition of PR is simply put as Public Relations, the way that you communicate (relate) with your audiences (publics).
For 2016, I challenge you to think of PR differently than ever before. Banish words like “spin” or “promote” and instead think about PR as Performance, then Recognition.
Meaning, your organization needs to perform, do something, before seeking recognition or media coverage. The articles that practitioners like myself get for your company is called earned media, the “earned” part is very important. PR Pros can help you identify recognition-worthy aspects of your company, but we can’t create it for you out of thin air.
As you go about your business this year think about the cool things your company does, such as launching a product, breaking a world record or being the first to provide a service that adds value, and recognize that these are opportunities to communicate with your audiences.
PR is more than just getting headlines, it’s telling the stories of your company. Make 2016 a year of action stories for your public relations team to tell. Doing this will help you build your organization’s credibility in 2016.
Join Matt Sonnhalter for a Marketing Minute and learn about the modern press release and how key elements make it a strong, effective communication tool.
To view other videos from Sonnhalter, visit our YouTube channel here and let us know if there’s a B2T marketing topic you’d like us to cover.
The press release is possibly the most basic element of public relations and is still the most effective method of getting your organization’s news out. However, the concept of consistency is often overlooked when considering press releases.
Having a consistent press release program can provide a variety of benefits to your company.
What exactly is a consistent press release program? Often we aim to distribute an average of one press release per month for our clients; if it’s a slow news year, that could be 8-10 press releases instead. The key is consistency.
Here are 10 reasons to establish a consistent press release program:
Strengthens your brand’s relationship with the media
Positions your brand as a reliable source when publications need input for round-up articles
Press releases can spur interview requests for more in-depth media coverage
Press releases strengthen your brand
Improve your search rankings
Complement other marketing efforts
Provide content for social media posts
Reinforce your brand’s position in the industry
Provide support material for other media relations efforts
I’ve been reading the book, “Trust Me, I’m Lying: Confessions of a Media Manipulator,” by Ryan Holiday at the recommendation of a colleague. It’s full of interesting, and damning, tidbits of information about today’s online publishing world.
Ryan speaks specifically about blogs, but some of his comments are true across many digital outlets, including some of the websites for your favorite printed trade publications. Allow me to stress the word “some.”
The main comment I want to share reinforces a message that we try to send our clients about the relevancy of PR and the basic, age-old PR tool: The press release.
Ryan writes:
“When I first started in PR, all of the leading web gurus were proclaiming the death of the press release. ‘Good riddance,’ I thought. […] Before long, I came to see the truth. Blogs love press releases. Does every part of their job for them.”
He continued to explain why:
The material is already written
The angle is laid out
The subject is newsworthy
They can blame someone else if the story turns out to be wrong
In my B2T public relations world, I find that many of the publications that I work with are low on staff and have to produce more content to continuously feed their websites and some have mandated blogs with post frequency requirements.
From a PR perspective, this is good. The editors at these publications have gotten to know me from sending press releases, event invitations and periodic messages offering to help with whatever they need.
Often, those press releases are posted verbatim on their websites within 5 minutes of opening the email. The press releases serve to make those editors’ jobs easier because they know, at least if they receive it from me, that it’s solid writing, confirmed information and packaged in the easiest format for them to use.
For our clients, press releases receive more attention and pickup today than they did even five years ago when I started in this field.
Sure, online coverage isn’t tied to as high of an “ad equivalency rate” because online advertising is cheap, but it gets more impressions because the majority of people are getting their immediate news online, either through visiting their favorite sources or ordering it up in their inbox through e-newsletter subscriptions.
As an added benefit of the modern press release, that is delivered electronically, the media I work with will often post the release and occasionally will follow-up for a more in-depth story or to request comments for another article they’re working on.
Don’t let anyone tell you that press releases are dead, because in this industry, they are alive, kicking and very valuable.
Sonnhalter has used several services for a very long time… as in decades. I’m not sure how we started working with these services, but I had to assume there was a reason.
Sometimes I get scared that others in the industry don’t know what PR actually is or stands for. The textbook definition of PR is simply put as Public Relations, the way that you communicate (relate) with your audiences (publics).
e been reading the book, “Trust Me, I’m Lying: Confessions of a Media Manipulator,” by Ryan Holiday at the recommendation of a colleague. It’s full of interesting, and damning, tidbits of information about today’s online publishing world.