Customer Journey

San Antonio, Here We Come!

At Strata, one of our favorite things to do is talk marketing. We’re problem solvers, and we pride ourselves on helping industries overcome their marketing challenges. With healthcare marketing being one of our many specialties, we’re excited to announce that the Strata team is heading back to the annual SHSMD Connections Conference in San Antonio, Texas from September 19th-21st, and we couldn’t be more excited!

SHSMD? What’s That?

For those who’ve never heard of SHSMD (aka the Society for Health Care Strategy & Marketing Development), it’s an AHA professional membership group that focuses on how the industry can evolve and change with new strategies, marketing, and technology, serving more than 4,000 members.

This year, SHSMD is celebrating the 25th anniversary of their annual “Connections” conference, and we can’t wait to connect with some of the industry’s best marketing and communications strategists. It’s been two years since we’ve been able to interact with these professionals in person, and we’re excited to be able to once again inform, challenge and validate their thinking, while also learning from the conference’s guest speakers from all over the country.

What We’re Looking Forward to & What We’re Bringing

This isn’t our first rodeo (even though it’s our first time going to Texas), as we’ve attended this conference for 20+ years. However, this will be our first time back with a refreshed look, thanks to our 2020 brand refresh. As marketing experts with almost 30 years of experience, we’re excited to bring our expertise to the show, and create some new, long-lasting relationships.

It’s clear that the healthcare landscape is evolving faster than ever, and to stay competitive, hospital systems need to start looking at marketing as a strategy rather than an afterthought. We plan to go into the show with an open mindset and to educate healthcare industries on the importance of New Mover Marketing and how SmartMove can help them achieve their patient acquisition goals.

If you don’t know who (or what) we do, Strata offers a wide range of client-driven solutions to help companies solve complex marketing and communications challenges. We’re a lot of things (innovators, go-getters, marketing experts), but we’re people first—and we know you are, too. That’s why we believe the best way to help a business achieve its marketing goals is by focusing on the people who work there.

Learn More

If you’re attending this year, stop by booth 216 to learn more about how Strata can help you with your marketing efforts. We can’t wait to meet you!

If you’re not attending the upcoming conference- no worries. Contact us today to discuss your own personal marketing plan from the comfort of your own home.

How to Take Advantage of These
Tiny Lapses of Time

In today’s digital world, whether we realize it or not, we’re surrounded by buzzwords. As we evolve and try to keep up with the newest technology and trends, these buzzwords continue to evolve as well. These terms can be intimidating if you’re new to the digital marketing realm. However, they’re usually simply better ways to understand digital strategies, tactics, and optimizations available to your company. The more comfortable you get with buzzwords, the more involved your company can be with this ever-changing digital world, especially over your competitors. In this first blog of the “Buzzword Alert” series, we’ll be breaking down a very popular buzzword – the “micro-moment.”

Micro-Moments – What Are They?

“I want it NOW” is what today’s buyers are saying during their buying journey. They want immediate gratification, and they’re making decisions faster than ever before. This moment of instant need is called a “micro-moment”; the moment of intention when a consumer turns to their device to act on a need or want. Micro-moments are intent-rich moments when decisions are made and preferences are shaped. In these specific moments, consumer expectations are higher than ever. Whether they’re looking to learn something, do something, discover, watch, or buy, they want to act in that exact moment. Since consumers are never too far from their devices and can find just about anything by the click of a button (91% of people use their mobile device to research information in the middle of a task), micro-moments are a game changer for many companies.

Why is it Beneficial to Know About These Moments?

Like we said, it’s so easy for consumers to quickly find something on their phones, giving your company the opportunity to utilize keyword research tools and social listening to help better understand where, when, and how they’re making purchasing decisions. These tactics will allow you to better optimize your products and services in real time based on your customer’s needs. And ultimately, this strategy will put you in a great spot (over your competitors) to offer more personalized content for your customers. If your company’s site pops up at the right moment and offers a buyer what they want, your brand’s performed a successful customer engagement. Maybe they’ll bookmark your page for later, send a link in a text message, watch a video, or – the end goal – buy your product.

How to Effectively Show Up in These Moments

Once you understand when and where your current and potential customers are showing up, make sure you are as well. The best way to show up and present your brand in these moments is to strategize being responsive and supportive. It’s one thing to make yourself available, but another to know how and what works best for your audience. Whether this is through a chat box, pop-up ad, or video, create a strategy that works across multiple channels so you don’t miss any potential customers. Usually, the more places you are, the better. Of online consumers, 69% agree that the quality, timing, and/or relevance of a company’s message influences their perception of that company’s brand. Make sure that when your customers are in these moments, they’re experiencing relevant content that resonates with them. Customers want deeper levels of engagement, so if you’re going to appear within their micro-moments, make your content something worth clicking on. With relevant information comes an effortless process to deliver it. Make your message intriguing yet simple to understand to minimize the chances of customer drop off. And if they do drop off – be sure to retarget. Autopilot found that brands who stay in touch with consumers every two to four weeks generate twice as many leads as brands who don’t. 

See These Moments in Action

Here’s an example of relevant and easy placement. You’re on your computer streaming your favorite show and – in this moment – ads for the brand “Missguided” appears – offering relevant, related content. This clothing company’s advertising the same clothing women are wearing on the show you’re streaming. The brand’s realized that their target audience is often interested in this show, providing them the perfect moment to bring these outfits to your attention.

Another example? L’Oréal’s created a personalized mobile app called “Makeup Genius.” Within this app, when you take a picture of yourself, you receive customized makeup recommendations. These are rendered on the screen, and soon after, the app allows you to purchase the recommended makeup right from your phone. Here, L’Oréal both creates and takes advantage of these micro-moments of need.

In marketing, the name of the game is thinking ahead and being one step in front of your competitors and consumers. Micro-moments are all about showing up at the right time and place, with relevant and easy-to-digest information.

Interested in working micro-moments into your next digital marketing campaign? We are here to help! Contact us.

Bring Your Campaign to the Next Level

With over 40 million people moving every year, there’s a huge market for new customers moving into your target area. That said, many businesses have no idea where to start when it comes to targeting and reaching these new movers. Today, we’ll give you an overview of what new mover marketing is, the customer journey that a new mover takes, and the best channels and campaigns to reach them. Let’s dive in!

From Movers to Buyers

One of the most important things to realize about new movers is that they’re currently nobody’s loyal customer (yet). They’re a key group to target because they’re open to new businesses and products, and on average, develop 72 or more new business relationships within one year of moving. They’re also 5 times more loyal than your regular customer due to being new to the area. Once they find something they like, they’re willing to frequently buy it with ease. Making up 17% of the U.S. population, you can’t afford to miss these walking (and unpacking) opportunities. So, how are their (frequently loyal) buying habits formed? New movers are heavily influenced by timing. Whether you contact them before or after their move decides how they feel about your communication, and what they’ll do about it…

Pre-Move Buying Habits

Data shows that movers begin to stock up on home items right before they move. Products such as kitchen utensils, light fixtures, and everyday household tools are high on their list during this pre-move time.

Post-Move Buying Habits

After their move, new home buyers are likely to spend an average of $9,400, while renters spend around $4,700. Still, this number varies with age, area and demographic. Most of these buying decisions are made within the first few months of moving, which makes it the best time for your company to make contact, introduce yourself, and showcase your product.

A new mover’s first purchases will depend on their personal needs and priorities. For instance, a mover with medical needs may find a doctor immediately, while a mover with a large family may first find a new grocery store. Either way, they’ll have to find both eventually – and it’s likely they will within the first few months. Thankfully, new movers don’t need to be convinced to buy (they’re already more than ready), you’ll just need to convince them to make the right buy (from your company).

Staying in Touch

It’s not only important to get in touch with these potential loyal customers, but to stay in touch. After making a strong first impression, you’ll want to make more points of contact to ensure your company stays top of mind. It’s essential you have a good combination of marketing across several channels that are strategically picked and placed.

New Mover Marketing Tactics

There are several ways to reach these new movers, first, but since we’re experts – we’ll tell you the best ones. First is direct mail. Direct mail ideally arrives at the same time or a few days after new movers enter your neighborhood. Delivering direct mail that welcomes and attracts the new mover while introducing your business is a great way to begin an ongoing relationship. And the stats back this up – as 40% of consumers try new businesses after receiving direct mail. Direct mail is perfect as a first touch to new movers, as it’s personalized, meets them in their new home, and catches them at the right time.

A great way to ensure this direct mail delivers ROI is through BRCs (business reply cards) or eBRCs with incentives. A BRC is a vehicle that allows a prospective customer to provide information to send back to your business, and if incentivized, can return high response rates and bring you valuable customer data.

What’s the next best channel for reaching new movers? Digital advertising. Hand in hand with direct mail, digital ads can create brand awareness, link to your chosen landing page, and target specific online audiences. Digital advertisement placement and audience targeting are the top optimization tactics used by advertisers today.

Email is next – and combined with both direct mail and digital ads, email can be that final touch that brings your company new customers. Using either the BRC information or engagement with digital ads, emails are easy to obtain, making it almost effortless to add new customers to your automated or personalized promotional email campaigns.

The Visible Influence

New mover marketing allows marketers to influence movers’ buying decisions from the beginning of their move all the way until they walk into your doors. It’s about building immediate and vital relationships – because once a new mover buys from you and your shop, they’re 90% more likely to become a repeat customer.

If you want to dig even deeper, it’s smart to use a program that gives your business insight into your customers – such as live statistics and touchpoint behaviors. These meaningful insights will allow your shop to make enhancements on the fly and improve your campaigns, ultimately increasing ROI.

If you successfully target new movers, create convenient touchpoints that meet their needs, and maintain conversation as they have questions and reach out, the new mover will not only finish their journey as a customer, but as a loyal, repeat one. Looking for ways to incorporate a new mover marketing strategy into your next campaign? With years and years (and years) of experience under our belts, we’re new mover marketing experts. Contact us today.

A Strata YouTube Channel Original

Throughout your workday, you might hear the term “Multichannel Marketing” being thrown around casually, and not have the slightest clue of what it’s referring to. That’s okay! We understand that it can sound like an intimidating subject. While up to 95% of marketers say they understand the importance of multichannel marketing for targeting, only 73% say they hjave a multichannel strategy set in place. At its core, Multichannel Marketing is a simple concept that can help your company’s overall marketing campaigns and execution excel. Read along as we walk you through this falsely intimidating marketing concept.

What is Multichannel Marketing?

In a nutshell, multichannel marketing is a strategy that uses a combination of indirect and direct communication channels. With these channels, you’re able to reach all of your clients, prospects, and customers with a multifaceted campaign that can do wonders for your company. Multichannel campaigns are all about distributing the right content to the right people at the right time. Whether it’s by direct mail, digital ads, social, websites, or brick and mortar stores, multichannel marketing can be anywhere and everywhere so that your customers can take action and respond to the channel of their choice. You basically open a window of endless communication possibilities, and let your customers respond on their own terms. There’s no forced communication, because the advertising experience is controlled by the pace of the customer.

98% of Americans switch between multiple devices in one day. If that statistic isn’t enough to make you believe in multichannel marketing’s power, then we don’t know what is. Traditional marketing tactics work, but multichannel marketing is unique because it meets customers where they are along their journey instead of at one single spot. For this reason, multichannel marketing is never a “one size fits all” approach. It requires marketing readiness on multiple channels, especially since 86% of shoppers regularly channel-hop across a minimum of two mediums.

Ready to Learn More?

If we’ve piqued your interest and you’re ready to enhance your multichannel marketing knowledge, check out our YouTube channel or click the video below. Our Marketing Manager, Caitlin, will give you a quick three-minute explanation on this ever-popular topic, or if you’d like to discuss this concept with one of our multichannel experts, contact us today to get your next (or maybe your first) multichannel campaign started.

Make Your Direct Mail Thrive with Tracking, Enhancing, and Attributing Results

We’ve said it time and again – direct mail really works. In fact, direct mail open rates can reach up to 42%, which is a lot higher than most e-mail open rates. Recipients of direct mail also “purchase 28% more items and spend 28% more money than people who don’t get that same piece of direct mail.” While these are excellent stats, we know it’s not always that easy to track and measure ROI from physical mail in the same way you track ROI from your digital strategies. Don’t worry, we’re here to help you out. We believe in not only the importance of direct mail, but in its results – with the right tools and resources.

Be Consistent

First and foremost, consistency is key when it comes to direct mail ROI. To get the most out of your direct mail, make sure it isn’t just direct mail. What do we mean? Weave digital touches into your direct mail – like your social media, digital ads, and website – and make sure everything is connected. With the right direct mail partner or resource, you can take mailing addresses and match them with social accounts, IP addresses, and more to really understand who your audience is and what actions they’re taking. Weaving in digital information can help you share your message before, during, and after your direct mail is sent out – making the chosen brand message consistent and more impactful to your audience.

Not convinced this is all necessary? We are, because combining offline and online tactics is proven to really work. In a recent study, a whapping 68% of marketing respondents saw that combining digital and direct mail increased visits to their websites. Considering the multichannel experience and the customer journey while creating your direct mail will not just increase website visits, but many areas of ROI.

Track

When it comes to getting the most from your direct mail, it’s important to ABT – Always Be Tracking. Not only tracking information and results from your direct mail campaign like you would your digital ones, but tracking the delivery of your mailers – just like you would a package. This will help you know when to prepare the recipient with other messaging before delivery, and when to follow up with them to make the greatest impact. Take it a step further by working with your direct mail partner or resource to send the recipient an “informed delivery” message by USPS to make them aware of their mailer’s arrival, and send them direct links to ROI-rich landing pages. If you haven’t noticed already, every step we’re highlighting truly combines the traditional and digital worlds of marketing.

Attribute Results

If you’re still with us, you’ll see that we’ve created an experience for the recipient along many steps of their customer journey, tracked their direct mail’s physical journey, and have notified them that there’s a special something waiting in their mailbox. So, what’s next? Reporting, recording, and attributing. Without these, you won’t know how to improve upon your direct mail and increase your ROI for next time. Your recipients may respond or perform an action by phone, BRC, personalized landing page (PURL), or in another way, so it’s important that the information is correctly recorded in real-time. The best way to record and store this information is on a platform’s dashboard specifically made for tracking. There are many out there – so find whatever works for you and make sure you use it to your advantage. The chosen platform can help you store names, addresses, ages, and other helpful demographics to assist you in understanding and targeting your true target audience.

You may have some recipients who will visit your website but will not directly respond to your mail. That’s why it’s important to use identifiable URLs that you can easily track, like UTMs, PURLS, or specified QR codes. If these recipients aren’t quite ready to reach back out to you or make a move, you’ll still have a gauge on their interest, and will be able to send them digital ads or e-mails reminding them of your product or service until their ready to take the next step.

Stop Wondering

Instead of continuing to throw mail like paper planes to your audience, track and know if your mailers make an impact. Make sure you’re always examining your data and attributing it. You’ll quickly realize it’s easier than you expected to see what’s working, what’s not, and where you can improve on your direct mail campaigns.

As one of our specialties at Strata, we know that direct mail can be uber effective when using the right processes and tools. The key is always combining traditional and digital to catch your audience’s attention before, during, and after direct mail is in their hands. And, like we said before, never stop tracking and modifying.

To learn more about how to create successful direct mail, check out our direct-mail-focused blogs, “Dimensional Mail: Four Criteria for the Perfect Promotional Item” and “7 Ways to Make Your Postcard Stand Out”, or simply contact Strata. We’ve been doing this for years and would be happy to help you get an ROI rich direct mail campaign started.