Tip 5: CALL TO ACTION
The finishing touches of any printed
item need to focus on the original objectives and purpose of the document.
This section may not seem applicable
to all printed items but is still designed to make sure all your hard work has
been worthwhile.
If you were producing a manual, a
report or a document designed to educate it should be something that the
recipient would want to keep “to hand” rather than lock away and never to use
or refer to again.
If it was a brochure or an item of
promotional print - it should exude quality and create an image that will lay
the foundations for a sale.
If it required a direct and immediate
response - it should have one or more incentives and make the “call to action”
immediate and available through a number of different channels.
These latter items are the easiest to
evaluate and quantify but you should try and measure the effectiveness of all
your printed items.
Introduction
In theory
the hard work has been done. The content
is relevant and the printed item is visually powerful and should effectively
meet all your original objectives.
The whole
process so far has been to grab attention and create interest at a time when we
are bombarded by a multitude of different messages from every direction.
By following
the Tips outlined in the previous Blogs you will have managed to build up trust,
persuade or create a favourable image.
You have made effective use of good copywriting, design, colour,
photography and visual communications.
The quality
of the printing and papers/cards will also have added to the image. You should have used production printing
technology. Presenting your client with printed documents on an office printer
would not compare with the 1200dpi quality printing from one of the production
printing presses from the likes of Konica Minolta, Canon, Xerox or Ricoh!
You should
have avoided all the usual common mistakes - like cramming too much information
into a small area or made bad decisions over fonts and colour combinations.
Making spelling
mistakes is still the most common error as we seem to have lost the art of
writing and work in the short-hand world of texting and Twitter.
However, even
well-established brands can be damaged by something that passed through the
checking stage - like this poster for Tesco’s Cash Back service:
We are
getting to the moment of truth.
Now the last
piece of the jigsaw is to make sure there is a “call to action” – the final
measure of effectiveness of your communication against the original objectives.
The
recipients will have been influenced by their emotions and they now need to
justify their actions with logic to take the next step – whether this means
actually reading and referring to your training manual, requesting more
information or making a purchase.
And in terms
of maximising your own investment and value for money you need to make sure the
printed item you have created has been given the longest possible lifespan
according to the business you operate within.
Keeping Content Fresh
One of the
drawbacks of any form of printed documentation is that it is dated as soon as
it is produced.
In some
industries this is obvious – selling products like car dealers selling second
hand cars or an estate agent selling property.
In others it
may be necessary after a year or more.
Training
manuals will need to be updated to take account of any new technological
developments, changes in legislation or any other variables that have caused a
change in circumstance.
Providing
training materials in lever arch files makes it easier to swap contents than if
they were supplied as comb bound or spiral bound documents.
Some may
only have a “shelf life” of a few months – particularly if a product is
seasonal or at the “cutting edge” of new technology.
Content
needs to be updated regularly if at all possible.
This is the primary
benefit of digital printing.
You simply
update, personalise or modify as and when you need.
There is
very little, if any, wastage.
Variable Data Applications
Another
great advantage of digital printing is that it lends itself to variable data
where text and images can be personalised on every printed item.
This makes
the communication very personal and relevant – and usually very much more
effective.
Variable
data applications are now not just exclusive to improve response rates for sales
and marketing departments – but also have a wide range of applications in
finance and HR communications as well.
However,
this is a big subject in its’ own right and will have to be covered at a later
date.
Building Up Trust
The benefit
of working for a company with a well-known and established brand is that trust
is almost taken as a “given”.
However, for
most of us working in the small and medium sized business sector we need to
build up trust through effective series of communication methods and gradual persuasion.
There are
various methods to re-enforce the confidence you have in what you are trying to
say.
Good
examples are testimonials, case studies, the offer of free no-obligation
consultations and proposals, guarantees and any form of money-back commitment
you can offer a potential client.
Case Studies
always make an excellent source of credibility and trust. The more respected the testimonial and closer
the case study to the recipients own industry or situation, the better.
Offering a
potential client the opportunity for a personal testimonial is a very effective
conclusion of a personal proposal or quotation and a website or brochure full
of testimonials provides a great deal of re-assurance.
Reducing any
risk is the best way to build up trust.
Payment only upon completion of a project gives the purchaser a sense of
comfort. A money-back guarantee if
anything goes wrong gives comfort. Or a
general guarantee in proportion to the value of the investment being made or for
the longest possible period. In some
cases a Lifetime Guarantee can be a sales clincher!
We will all
have examples of purchases which we have made personally where the guarantee
has been a major factor in the logical decision-making process.
In the case
of Direct2Print, we offer a total quality guarantee and a delivery guarantee
which we try and honour when at all possible.
Sometimes
this is an expensive commitment. Our
Fast service is a Guarantee to deliver printed documents within 6 working
hours.
We have been
asked to meet this deadline on occasions and the number of times we have failed
in the last 20 years can be counted on one hand.
We will do
everything within our power to achieve customer satisfaction.
One particular
case that comes to mind is the production of training manuals for a customer
having a training course in Geneva.
Because the
manuals were held up by Customs in Switzerland we had to arrange a 2 hour reprint
and courier delivery on a Friday afternoon by a local Swiss printer – BTL
Services.
The training
course was starting the following day. A
full refund was not an option for the client.
We had to
“bend over backwards” to resolve the problem.
The final
cost we absorbed was five times the original retail value of the transaction. But in the end our reputation was more
important to uphold.
Give Them a Reason to Act Now
It is
important to give someone a reason to act now rather than give them a reason not to do so.
Otherwise
all your preceding efforts to get their attention, interest and desire will
have been wasted.
This is
often easier to plan in marketing literature rather than other documents and
business printing projects.
We produce a
large number of printed training manuals.
However, even with these feedback on their effectiveness after the course
finishes is an essential component of the communication process.
The usual
techniques in sales and marketing literature are in the form of a special
offer, benefit, prize or gift as an extra incentive to respond immediately or to
take action before a certain date.
But there
are many other techniques – including highlighting a shortage of supply, possible
volume or quantity rebates, a warning notice that prices will be increasing and
the most important of all - introductory discounts.
In the case
of Direct2Print we offer a 50% first time order discount. This is the nearest promotion to an “offer
you can’t refuse” because in most cases the profit in the first transaction is
negligible. Hopefully, by building a
relationship even as an online printing specialist the repeat orders will
justify the initial promotional price.
“Word of
mouth” recommendation is the most valuable form of marketing. We want to encourage the first order to
overcome the potential risk of dealing with an unknown supplier and also to
“spread the word” to all their contacts.
We have been
able to trace business generated from third party recommendation and this is an
active part of our strategy. We have effectively used a “Recommend A Friend”
reward scheme for those passing on our contact details and using our services.
This service
seems to have been superseded by social media.
Social media
has made this aspect of referral even more important and websites such as Trip Advisor can make or break the
reputation of companies – particularly those within the hospitality sector.
Finally, one
interesting piece of research in direct mail claimed you needed an average of 3
benefits before a call to action to achieve good response rates and it often
needed a final “push” with a special offer to get an immediate commitment or
purchase.
In the old
days – it was often in the PS of the correspondence – as a final and last attempt
to persuade or prompt you to take action.
Make it Easy to Respond
You often
have to tell the recipient what they need to do next. Don’t just assume that they will look for
your telephone number or visit your web site.
If you don’t
tell them what action to take they will very often take the wrong course of
action.
One direct
mail tip was to involve them in actually doing something – like cutting out a
coupon or completing a survey.
The golden
rule is to give as many options as possible – let them respond by email, phone,
fax, text, or any way convenient to the client .
Double check
all this channels of communication are correct and working. There is nothing so annoying to decide to
find out more information only to discover the link has broken or the phone is
not answered in a professional manner.
Also wherever
possible make these lines of communication free.
Direct2Print
have been great advocates of the FREEPHONE and FREEFAX service and we have retained
the same numbers for over 20 Years.
The
incremental cost is miniscule in comparison to the perceived value – especially
compared to premium rate lines sometimes used for customer services.
One point to
remember with 0800 numbers is that they are not always accessible from a mobile
and you will also need to offer a landline number as an alternative.
BT were once
the darlings of the print industry and they introduced new dialling codes to
accommodate an ever-rising demand for new landline numbers – and Freephone not
only overcame a geographical resistance but made stationery more long lasting.
Email continues
to replace traditional channels and has revolutionised business communications.
It has virtually destroyed the need for a postal service within the last 20
years – basically because it is immediate, free and traceable.
However,
there is nothing more annoying than receiving spam email that is not relevant
and this can seriously damage your reputation and relationship.
Technology
will continue to make responding even easier in the future and it is important
that we all keep up with the developments to enhance customer service.
Review and Evaluate
Finally, after
the event it is time to sit back, review and evaluate the effectiveness of your
project.
Ideally a
combination of quantitative and qualitative feedback is required – but after
all your hard work you may just want to feel that you have done your best and
can have a great deal of satisfaction in the end result!
In the next
series of blogs we will look at some specific Case Studies, new technological
developments in the print industry and offer hints and tips on how to design
specific items of business stationery.
No comments:
Post a Comment