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Celebrating Our Digital Marketing Agency’s 10-Year Anniversary: A Then and Now Story

Because one of the services my agency offers is PR — and we’ve had some decent success obtaining meaningful media coverage for some of our for-profit and non-profit clients (as documented in our Public Relations Portfolio) — of course, we reached out to The Patriot Ledger to see if they wanted to do a “then and now” story about our South Shore organization since they covered our story nine years back. We’re still awaiting news, literally and figuratively on that one, but we figured why not go ahead and share a similar version of that story on our blog using the highlights we shared with them? So, here goes…

Our Then Story

Here’s the telling of our story by a local reporter about a year after we launched our digital marketing agency, which eventually developed a specialty in search engine optimization (SEO) — which is why we often refer to our business as a Boston SEO company too!

I prefer to refer to my business as a digital marketing agency vs. a marketing consultancy because we do as much as hands-on work as we do developing & recommending marketing strategies.

Our story actually began with me launching my own WordPress website without the help of anyone else, and my officially hanging my digital marketing agency’s shingle via that site. And, if I knew as much as I know about WordPress and website development now as I knew then, I would have originally launched my site with WordPress.org (the platform that it’s on now) vs. WordPress.org, so I could use the many great WordPress plug-ins from the get-go! Or, I might also have considered Joomla instead, but owning a business and getting it right is all about the journey. And, you can’t learn what you need to learn without making a few mistakes and getting your hands dirty, right?

What’s been particularly challenging as an organization who helps others with their own marketing is, sometimes, as I’ve been known to share, “the cobbler’s kids have no shoes.” That means often we are so busy helping our clients with their marketing, we don’t have time for our own. The aforementioned said, we make every effort to have our firm’s own marketing activities (such as our website and social media profiles) serve as a shining example of how to maintain a strong online presence, and it’s great that we’ve been able to use our own business to test and try out various marketing activities — therefore, serve as a bit of a guinea pig — before we test or try something brand new with clients.

We’re proud that, over the last 10 years, we’ve literally written and posted over 140 marketing, SEO, and health-related (yes, health-related — keep reading to learn more) blog posts, and we’ve had a few guest or co-bloggers along the way too!

This image is a light gray square one with the words "Celebrating 10 Years Of Using Our Digital Marketing Agency/SEO Company As A Platform For Doing Good." The image contains some colorful confetti in the middle and the logo of our Boston Marketing Agency, Results Communications and Research at the bottom.

Our Now Story

I believe and hope my story can motivate and inspire others considering opening their own business. Before, or right after I launched my business, I was told by one individual who works with entrepreneurs that 80% of female marketing consultants fail. I refused to be a statistic, and regularly told myself that during the first 5 years, which were the hardest. It takes a good five years to get the word out there and have business come to you organically/naturally thru referrals, leads, and recommendations from others — made by former co-workers and clients, existing clients, other marketing consultants and agencies, and other organizations who serve the same vertical/target audiences whom you serve.

My philosophy and dreams when I started my business have remained pretty constant and I’m pleased to report I’ve followed them. I’m particularly proud that I’ve been able to continue to offer what I believe, based on research, are very reasonable rates to small for-profit and non-profit organizations. Due to my years of experience and expertise, clients have access to the same level of knowledge and skills that they’d have access to via a larger marketing agency, but at much lower rates than what a larger agency might offer. And, because we have significant experience in both traditional marketing AND digital marketing, we can offer the majority of services a larger, full-service agency can.

The biggest lesson I’ve learned that I’d love to share with others starting a business is this: don’t think of others in your space as competitors. Think of them as collaborators – people who serve the same target audiences who may need your services.

Our Impact: Local (South Shore of Boston), National, and International

  • I’ve helped a number of young adults who grew up on the South Shore, or elsewhere in MA, get hands-on experience that they were able to parlay into a post-graduation job elsewhere.
  • Related to the above, I’ve had the great fun and pleasure of working with my nephews, my brother, my brother-in-law, and my late sister-in-law on various client projects.
  • I’ve also met with a number of college or graduate school students looking to pick my brain about careers in marketing and learn from me – including one in my neighborhood who found me thru a Google search! Yes, because early on I recognized I needed to create a Google My Business Profile for my own business to be found by local, relevant searchers and this is something I regularly help my clients with now!
  • I’ve given a large number of pro bono hours to nonprofits as part of a totally free consulting/volunteer situation or discussion, or as part of their paid arrangement with me. I’ve had a number of very interesting local nonprofit clients, including ones in the faith-based space, arts and music space, ones serving vulnerable populations, ones serving individuals with special needs, and one providing financially challenged teens the opportunity to serve vulnerable teens abroad, and more! Some have an international impact.
  • One of my specialties is helping nonprofits apply for a Google Nonprofit Ad Grant. I, then, often stay on and manage the Grant for them – $120,000 in free Google Search advertising annually. I can explain more.
  • I also have a number of for-profit clients on the South Shore, but my client base is national and I have had clients in New Orleans, CA, Texas, and more!
  • I’ve served over 120 for-profit and non-profit organizations in the 10 years I’ve been running my digital marketing agency/SEO company.
  • I had no idea when I launched my business that I would become an expert in something that I only had very little knowledge of at the time when I launched my business – search engine optimization (SEO). Many of my referrals for or sub-contracted work come from other agencies, marketing consultants, and website designers who need to pull someone into their client work/project who knows how to get websites and Google My Business Profiles ranking well in Google via organic and paid search (Google Ads) SEO activities. I’ve become a self-taught SEO expert and very proud of it. I just read and watched everything I could get my hands on, took Google Ads certification classes, and attended free webinars. I still do that daily as Google’s Search Engine will be switching to an AI one, and I’m already helping my clients be proactive about that and prep for it (Google SGE).
  • As indicated above, while I do sub-contracted or referred work for other agencies, marketing consultants, and website designers, many of my clients are my own clients, and I usually have a plate of about 12 – 15 clients for whom I’m doing ongoing, digital marketing work for on a monthly basis, plus also juggling several one-off/one-time clients at the same time. At any given point in time, I’m normally doing work for about 17 – 25 clients with the help of some fabulous interns and associates, as they were/are available.
  • My clients are diverse – large, small, business-to-business, business-to-consumer, product businesses, service businesses. I’ve done a bunch of marketing work in the food space, legal space, education space, and more! 
  • I’ve given a number of free workshops for SCORE and other organizations serving entrepreneurs, and I’m a SCORE volunteer and have provided tons of free advice to entrepreneurs by meeting with them on a complimentary basis. And, related to all of this, I’ve had a blast partnering with fellow marketing experts to give presentations that address multiple marketing areas of expertise! Thank you! You know who you are!
  • I’m a data geek and SEO geek and proud of it. I’m a huge data slicer and dicer and that’s what separates me from a lot of others in my space. I always say I won’t encourage clients to start or continue with marketing activities that don’t make sense for them based on what data is showing. I consider myself to be my clients’ accountability partner, and I’m not afraid to give tough love when I need to. I’m not afraid to voice a different opinion than other marketers. If I think something isn’t going to work, or isn’t working, I speak up.
  • I’m also proud that my marketing agency survived our recent COVID-19 pandemic and was extremely proactive about providing helpful insights from the very start of the pandemic for marketers to appropriately respond to the pandemic/pivot, such as these blog posts about using paid ads during the pandemic and how to make sure your social media presence wasn’t offensive and was relevant.
  • I give back significantly to the community. I was involved with the Braintree Relay For Life Committee for a while, and now, I do a number of charity walks in addition to all the other beneficial work I mentioned above.

Our Focus On Health & Wellness

If you’re a regular reader of our blog, you’ll know that I’ll throw in a good blog post about walking once in a while. You can use the categories search tool/drop-down menu to search on “walking” to see the various walking topics about which I’ve written.

Since my corporate marketing days, I’ve always loved to share health & wellness tips — whether they be with fellow employees as part of an internal communications role, or with members of a health plan I worked for, and from the get-go with Results Communications & Research, I’ve aimed to inspire those with health (and other challenges) to never give up, and keep fighting via my “Keep Up The Fight” website page. And, I recently put up a new blog post about an invisible disease with which many health warriors who have battled or are battling other forms of illness have to contend.

Our Thank You

My digital marketing agency/SEO company and I would have never made it this far without all the help of great collaborators, cheerleaders (friends, family, my husband Jay, and other fellow small business owners), and most importantly, our clients who looked to us for expert marketing guidance and assistance. We have many clients with whom we’ve served as an outsourced marketing department for years, and we thank you for your faith in us! We’ve so enjoyed being a part of your business family! We also thank those who we haven’t had the opportunity to work with for as long as some of our long-term clients, but have enjoyed or are enjoying being a part of your organization’s success story.

What’s Next

I don’t know what the future holds for Results Communications & Research, but I’m excited about what’s to come! And, I know I will continue to try to give back as much as possible with the platform that this fun, educational, and interesting business provides!

Want To Benefit From The Marketing Services Of A Digital Marketing Agency/SEO With A Long Tenure And Who Gives Back?

Reach out today to schedule a complimentary discussion about how we can help your organization create awareness and/or drive inquiries and sales via our outsourced marketing and/or strategic marketing planning services.

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Traditional Marketing vs. Digital Marketing: How, When, and Why To Use Each Form

As we’ve shared in other blog posts, we don’t love the use of the phrase “traditional marketing” to refer to activities that marketing teams at organizations, and advertising agencies, employed prior to the arrival of the internet and the digital marketing tactics made possible by it, but it’s become a tradition now to use the word “traditional,” and it’s something we don’t see changing. As we just alluded to, digital marketing activities are those that require the internet for execution and/or present information in a digital fashion or on some form of digital media.

Per our blog post heading, the aim of this discussion is to provide some insight on the difference between traditional and digital marketing and when to use each form. Most organizations will benefit from employing a combination of traditional and digital marketing for the reasons outlined below.

What Is Digital Marketing?

As we expressed above, digital marketing activities are those that require the internet or other digital technology/platforms for execution. Unlike traditional marketing opportunities that are all about putting the idea of your products, services, and solutions in the heads of individuals who might be a good fit for them, many digital marketing activities, such as organic search/SEO, paid search advertising, and social media posting are focused on getting information in front of individuals who are actively searching for your particular organization and/or the products, services and solutions you provide. Digital marketing activities include:

  • E-mail marketing – sending an e-mail/e-blast to existing clients, or to prospective customers who meet your target-audience criteria, e.g., meet certain age, geography, income, gender, job title, industry, or other demographics.
  • Social media postingposting free/unpaid updates on various social media platforms like Instagram, Facebook, X (formerly Twitter), TikTok, and LinkedIn.
  • Display advertising/social media advertising – this includes running paid ads that are served up by a social media platform, such as Instagram or Facebook (you can buy ads on the two aforementioned platforms together) to people meeting the targeting requirements you set, such as those outlined above for e-mail marketing; plus, Google Ads offers display (image) advertising to allow you to reach individuals whose behaviors, interests, and demographics make them a good fit for your products and services.
  • Search Engine Optimization (SEO) – employing free/unpaid/organic tactics such as optimizing behind-the-scenes meta/SEO post and page title tags to ensure your website and Google My Business Profile rank as well as possible in Google and other search-engine results for relevant searches conducted by your target audiences.
  • Paid search advertising – think Google Ads or Bing Ads – these are ads that are served up a the top of search results for search terms used by target audiences that are relevant to the products, services, and solutions an organization offers. This former blog post addresses when it makes senses to employ paid search/paid SEO tactics.
  • Banner advertising – this is advertising that is bought from an external website that serves the same target audience your organization wants to reach.
  • Other – the above list is not exhaustive, but highlights the most common forms of digital marketing. Other examples of digital marketing include, but are not limited to, digital billboards or transit posters, and ads that run on a TV-type monitor at transit stations, such as subway stations.

So, What Is Traditional Marketing?

As we explain in our blog post about push vs. pull marketing, to us, many forms of traditional marketing are “push” activities. They are marketing vehicles and activities that reach your target audience(s) and put the idea about your product, service and solution in their heads. Examples of traditional target marketing activities/vehicles include:

  • Broadcast Advertising – radio and TV (network and cable — of course now, you can also run advertising on streaming channels and stations)
  • Print Advertising – magazine, newspapers, and other print publications
  • Direct Mail – a postcard or letter is mailed to a purchased or existing list of current or prospective clients
    • When the list is purchased, the names and addresses you obtain would meet certain criteria that you specify, like geography, age, gender, income, job title, industry, etc.
  • Outdoors Advertising – billboards (static poster, and now digital options as well)
  • Transit Advertising – posters and signage (static, and now digital options as well) that appear inside a bus, train, or subway car, or on train, bus, or subway platforms. You can also “wrap” a bus or train, or a bus stop kiosk, with your branding.
  • Mall or movie theater advertising – posters and signage (static, and now digital options as well) that are placed throughout mall corridors or advertising that appears at the beginning of a movie while one is waiting for a movie to start.
  • Event Attendance/Tabling – the aforementioned could refer to having a table at a community or some other event where prospective customers can walk up to your table to obtain information about your organization and your products and services.
  • Tradeshow Attendance/Booth – the aforementioned is all about setting up a booth at a trade show which is expected to draw your target audience, and sharing information about your products and services with booth visitors.
  • PR/Publicity – distributing press releases to gain media coverage of an announcement made by your organization, or pitching your story to media/reporters who serve your target audience in hopes the media/reporter will “cover” your story.
  • Other – the above list is not exhaustive, but highlights the most common forms of traditional marketing. Other examples of traditional marketing include but are not limited to distribution of branded, promotional items, and lobby merchandising (if your organization has physical locations that customers can visit).

Why Most Organizations Should Employ Both Traditional and Digital Marketing Tactics

As we’ve discussed with many of our clients, some target audience members may not be “online” regularly. Perhaps, their busy personal and work lives just don’t allow for them to be regularly viewing social media posts and profiles, and/or conducting search-engine searches. Or, they may just not like being online.

While, individuals who visit your social media profiles and/or land on your website because they conducted an appropriate search-engine search might be warmer/hotter leads — therefore, they may be more poised to buy your products, or engage you for your services/solutions in the near future — some other target audience members may need some prodding or reminders (delivered to them via traditional media) about your products, services, and solutions.

Sometimes, there’s just not enough people searching regularly related to the products, services, and solutions that your organization offers. Target audiences just don’t know you and/or your products and services exist. All the more reason to employ some traditional marketing tactics.

Free Marketing Brainstorm With Marketing Experts

Our Boston marketing agency has experience related to executing the majority of the digital marketing and traditional marketing tactics above. Unsure which tactics to execute when, or need more detail on what’s involved in executing them, and/or more information on production and media-buy costs?

Schedule a complimentary discussion with our expert marketing team today to brainstorm about your organization’s particular marketing opportunities and challenges.

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Should I Hire A Marketing Agency, A Marketing Consultant, Or A PR Firm?

Regardless of the size of your organization, it can be confusing to figure out what type of marketing agency or marketing consultant to hire to help you create awareness, and ultimately cause sales of your products, services, and solutions. The ability to market digitally/electronically — that came with wide-spread adoption of the internet — brought with it the following changes when it came to organizations engaging outside help for their marketing (outsourcing their marketing), whether it be for one-off/one-time work or ongoing work.

How Digital Marketing Leveled The Playing Field For Both Advertisers and Ad Agencies

  • Organizations who couldn’t afford the high costs associated with producing TV, radio, transit, or outdoors (billboards or other) advertising, found new, more affordable marketing activities were now available to them in the form of social media posting and advertising, tactics that support websites being found on Google and other search engines for desirable search phrases (organic search tactics/SEO tactics), paid search engine ads/marketing (SEM), e-blast and e-mail marketing, and more.
  • Since many organizations looking for marketing help no longer required the infrastructure and diverse skillsets associated with marketing tactics that involved large production activities and costs, some realized they no longer needed to hire a full-service large advertising agency — think the type of agency featured in the acclaimed TV series, “Mad Men,” or on “BeWitched,” as smaller marketing shops, like ours, could meet their digital marketing needs and/or traditional marketing needs related to activities that don’t require a lot of production, such as Public Relations (PR), or print advertising.

Getting back to whom your organization should consider hiring for ongoing marketing services or one-time/one-off marketing project work/help, here’s one Boston digital marketing agency’s, Boston SEO company’s, and Boston marketing consultant’s thoughts — yeah, we consider ourselves to be all of the aforementioned, and for clients who engage us for non-PR work, we can also be engaged for help with PR since our Principal has a great deal of PR experience.

This is a square gray image with our Boston digital marketing agency's logo (Results Communications & Research's) logo at the bottom. At the top of the image in big bold letters it says "Should I Hire An Ad Agency, A Digital Marketing Agency, Marketing Consultant, Or PR Firm?" Underneath That In A Dark Powder Blue It Says" Read One Marketing Professional's Thoughts."

How To Figure Out What Type Of Marketing Firm To Hire And Questions To Ask

Branding and Design Firm. A firm that refers to themselves as a branding/brand and design firm primarily focuses on helping you figure out the look and feel of your brand, including the logo, colors, and graphic elements that will be associated with your brand. They usually offer website design services, but not always. And, some do offer other digital marketing or traditional marketing services thru collaborations or partnerships with digital marketing agencies, advertising agencies, or marketing consultants, or marketing freelancers. So, if you know you will need particular digital and/or traditional marketing services after working with the branding firm to develop or execute a new brand identify for you, ask in advance if they offer those services, so you will know whether you will have the burden of hunting around after for someone to help with traditional and digital marketing services — particularly to drive traffic to any new site you engage them to design for you.

Digital Marketing Agency. Digital marketing agencies tend to offer both higher-level strategic planning services, as well as hands-on/execution services, related to any marketing tactic that is digital or electronic related, including: e-blast/e-mail strategy and execution services, social media strategy and voice (actually writing and scheduling of social media posts), online advertising (social media/display advertising, Google Ads or other search engine advertising), blog strategy and voice work (actually writing and posting of blogs to your website), and search engine optimization (SEO) strategies. Most will offer content marketing services as well to help you figure out what content your target audiences are most interested in, and an editorial calendar for serving up such content on your website. Website content writing services likely will be available as well.

SEO Company. Because paid search engine advertising/marketing (SEM) supports an organization ranking well in relevant search engine results, as our Boston SEO company does, most SEO companies offer strategy and execution services related to both organic search/organic SEO tactics, as well as paid search advertising services. Some will offer some additional digital marketing services as well.

Marketing Consultant. In the almost nine years since we launched Results C & R, we’ve met a large number of marketing consultants. The degree to which they offer hands-on/execution work vs. developing high-level strategic plans tends to really vary. Some offer a number of hands-on services, in addition to helping you develop a strategic marketing plan, while others don’t do the actual marketing tactic execution work. If your organization has a number of internal marketing people who can actually oversee or execute the marketing plan developed by a consultant, a marketing consultant may be just what and all that you need.

Public Relations Firm/PR Firm. The focus of public relations firms is to get your organization unpaid-for-advertising/marketing. By helping your organization develop a strategy for causing various reporters and media to cover your story, they help your organization get mentions and attention without the cost of an expensive advertising campaign. PR firms also tend to offer event planning services since an event may be the perfect way to create awareness of your organization and/or create good will among your target audiences. Keep in mind that if you only need help with putting on an event vs. getting regular/ongoing press coverage, you could consider hiring an event planning firm. Many event planning firms also have experience getting media/reporter coverage for an event as well.

In general, the biggest overlap between a digital marketing agency and a Public Relations firm is that they both tend to offer social media services, since social media posts — particularly organic vs. paid/boosted social media posts — can help to generate good will and create awareness of an organization’s products, services, and solutions.

Advertising Agency. Nowadays, when people think of, or decide to hire an advertising agency vs. a digital marketing agency, it’s related to the fact that advertising agencies can pull in the right team members or hire the right contractors for a marketing campaign that requires heavy-duty production. As we mentioned above, scripting and executing a radio, TV (network or cable) or streaming advertisement requires the collaboration of a bunch of individuals with diverse skillsets, the renting of studios and/or locations in which to film, the hiring of “talent” for the broadcast spot — whether it be aired on the radio or TV. Activities like the aforementioned are often the reason why, in our current day and age, an organization would look to hire an advertising agency vs. a digital marketing agency. Although, most advertising agencies offer digital marketing services, in addition to traditional ones.

Web Design/Web Development Firm. Web design and web development firms are exactly what their name indicates — firms who help design and develop websites for clients. Many also offer logo design or other graphic design services because of their web designers’ ability to successfully complete such work. All web design/web development firms DO NOT offer SEO services nor do they always understand SEO, so if you expect or want to receive SEO services as part of your new website launch, be sure to ask any firms you are considering to design and develop your site, what knowledge they have of SEO and/or who they have on their team that has an SEO background. Otherwise, as we explain in this blog post, you’ll end up with a website that is not easily found via search engine searches.

Unfortunately, we regularly interact with prospective clients who had someone develop a beautiful, effective site for them, but the site is not being visited/found by target audiences because SEO tactics weren’t put in place by the web design/web development firm as part of the site development and design engagement.

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What Should I Expect To Pay A Marketing Agency Or A Marketing Consultant?

Based, again, on our 9 years of marketing agency and marketing consulting experience at the time of writing this post, we’ve found that, in general, the bigger the agency/marketing shop, the more expensive their hourly rate and marketing project fees are. Why? It mainly comes down to overhead and the costs of maintaining and marketing a larger organization, offering a large number of employees benefits, etc.

If your organization doesn’t expect to need the type of traditional advertising production work outlined above under the “Advertising Agency” section, you’ll very likely fare better financially hiring a smaller digital marketing agency or PR firm or a marketing consultant. Plus, you may end up getting more personal attention than you would with a larger agency. And, most smaller shops can pull in a collaborator, freelancer, or other agency or consultant, as needed.

We’re A Boston Digital Marketing Agency, Boston SEO Company, Boston Marketing Consultant, and Boston PR Firm All In One!

Due to our Principal’s more than 30 years of corporate marketing and consulting experience, we offer all the services called out in the heading directly above! We regularly meet with both start-ups and long-standing organizations — both for-profit and non-profit — for complimentary discussions about their marketing challenges and opportunities, so feel free to use our calendar app to schedule a FREE initial consultation https://calendly.com/gail-moraski.

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How To Know Where To Invest Marketing Energy and Dollars: Push Vs. Pull Marketing

Regardless of whether your organization has a small or large marketing budget and staff, you still want to spend your time and money on marketing judiciously. Who wants to throw either valuable dollars or time out the window, right?

Why not make this the year you ensure you’re maximizing your marketing efforts by revisiting your marketing plans based on the information shared below about what marketing tactics make sense based on available data.

What Is Pull Marketing?

Each marketing expert probably has their own thoughts on what they consider marketing tactics that fall in the “pull” category. But, at our Boston digital marketing agency and Boston SEO company, we think of “pull marketing” tactics as those to be employed if evidence shows that individuals are actively searching to identify someone in your geography who offers the products, services, and solutions to problems that your organization offers.

So how do you know if people are actively searching in the geography you serve for the products, services, and solutions you offer? The best way to ascertain the aforementioned is by conducting keyword research. As we explain in this previous blog post, keyword research helps you identify the average # of monthly Google searches that are conducted on search terms (known as keywords) relevant to your products, services, and solutions. Because of the tools to which you’ll need access and the challenges of figuring out how to structure your research, you’ll likely fare better by hiring an SEO company or a team of SEO experts, like ours, to conduct meaningful and accurate keyword research.

If keyword research does indicate a large volume of individuals are regularly searching to identify an organization like yours, then pull marketing tactics, such as optimizing your website to be found on Google via organic search engine optimization (SEO) tactics and/or paid search tactics (think Google Ads) make great marketing sense. You’ll still need to have an effective website (one with appropriate calls-to-actions and that provides for a strong user experience) to cause site visitors to take desired actions on your site (convert), but the two aforementioned tactics should definitely cause individuals who are “warm leads,” i.e., likely interested in your products because they are actively searching, to visit your website.

What Is Push Marketing?

We always like to say “push marketing” is about the putting the idea in the heads of individuals and organizations who might be a good fit for the product, service, or solution you offer. Push marketing tactics are all about serving up/providing information about your products or services to individuals who, based on various demographics and characteristics, such as age, gender, income level, job/career/industry, etc., might likely be interested in buying your product or engaging you for your service.

Examples of both digital and traditional push marketing tactics include: display advertising (both social media advertising and Google display advertising), banner advertising (ad purchased on a website that serves individuals and orgs. who might be a good fit for your product), and print advertising in a newspaper or magazine. The aforementioned list is not exclusive, but we think you get the picture.

So, when is push marketing warranted? Push marketing makes great sense if keyword research indicates that individuals aren’t actively searching in your geography to identify someone like your organization. Particularly when a product or service offered is a brand new one that your target audiences are not likely familiar with/don’t know exist, then focusing on executing effective push marketing tactics will be the most efficient use of your marketing time and dollars.

When To Employ Both Push and Pull Marketing

Organizations with particularly large marketing budgets and teams tend to employ both push and pull marketing tactics, and therefore, both pursue people that are “warmer” leads for their products and services, i.e., those who are actively searching AND people who are less warm but still might be a good fit for their products and services. A key reason they may employ both push and pull marketing tactics is that pull alone doesn’t bring in the volume of leads and sales they need to meet their sales objectives.

For smaller organizations who have fewer in-house individuals devoted to marketing and a limited marketing budget, the majority of marketing dollars and time should definitely be earmarked for the type of tactics — push vs. pull — that make the most sense for the organization, based on what keyword research and any other appropriate available data indicates. But, it’s likely still worth investing a small amount of time and dollars in push marketing tactics, like Google Display or Instagram/Facebook advertising, just to see what such tactics yield in results.

Our Team Of Marketing Experts And SEO Experts Is Here To Help

We always say our Boston SEO company and Boston digital marketing agency “never encourages clients or prospective clients to continue with or start with a marketing tactic that doesn’t make sense for them.” In fact, our company’s tagline since we launched our marketing agency in 2014 has been “maximizing results thru research-supported marketing.” We’ll never suggest a client employ a particular tactic, based on whether or not we offer a service related to it. If we don’t offer a marketing service from which research indicates a client would benefit, we’ll refer the work to a one of our fellow marketing collaborators. But, the very first step is holding a complimentary discussion to learn about your particular organization’s marketing challenges and opportunities, so please use our calendar app to select a convenient day and time for you if you’d like to chat!

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Should I Work In An In-House Marketing Department or At A Marketing Agency?

We’ve had discussions about the subject of this blog post quite a number of times with individuals about to graduate from college or graduate school, or who have recently graduated from such programs. There’s no blanket right or wrong answer, but we’ve outlined below the pros and cons of working at an in-house marketing department vs. a digital marketing agency, advertising advertising, or PR firm to help you figure out what’s right for you.

Pro’s and Con’s Of Working In A Corporate Marketing Role/At In-House Marketing Department

We’ll start with the Pro’s!

  • Your work is focused on the needs of one organization (and possibly some affiliate organizations) only. That means you can really get to know and understand in-detail the specific opportunities and challenges your organization faces.
  • You or fellow in-house marketing department team members are responsible for the successful execution and oversight of each and every marketing & communications tactic, including PR. Even if your organization employs an external advertising agency, digital marketing agency, or PR firm, you or someone in your organization will need to serve as the liaison with that external organization and review and approve any marketing or PR tactics with which the organization has been charged.
  • Because an in-house marketing team tends to hold regular meetings to discuss the various marketing and communications activities on which each team member is working, even if you aren’t responsible for a particular activity, you have the big/full picture of all the active and planned/future marketing and PR initiatives for your organization. You also have the opportunity to learn a lot during these meetings.
  • Depending on the size of your in-house marketing department, you may have the opportunity to learn how to execute a large variety of traditional and digital marketing tactics, and how to analyze the results of them.
  • You’ll likely have a chance to collaborate with individuals in other departments related to rolling out new marketing initiatives, such as IT and Customer Service employees.
  • There’s usually an obvious career path, particularly if the marketing department is large. Often the path is from marketing coordinator to marketing specialist to marketing manager to marketing director to chief marketing officer (CMO) or Vice President or Senior Vice President of Marketing.
  • Your manager is usually aware of everything you have on your plate, will likely not expect you to regularly stay late or work excessive hours, and will likely delegate an appropriate amount of work so that it can be accomplished during normal business hours. Related to this, there will likely be fewer unexpected marketing and PR emergencies!

And now, the con’s!

  • While also stated above as a pro of working in a corporate marketing department, you only get to develop and execute marketing activities specific to one organization (and possibly its affiliates). That means you only get to complete marketing work related to one particular industry. And, you don’t get exposed to innovative marketing tactics and results tracking that are used in other industries that you could apply to yours.
  • Depending on the size of your marketing department, there may or may not be opportunity for growth or to take on new responsibilities.

Pro’s and Con’s Of Working For A Marketing Agency or PR Firm

Marketing Program Graduate Deciding What’s Next — Marketing Department or Agency?

Post the arrival of the internet, there’s now so many different ways that individuals refer to what used to be known as an “advertising agency” or “ad agency.” Agencies specifically focused on implementing digital marketing strategies, such as website, online advertising, e-mail, search engine optimization (SEO), and social media ones, are often referred to as “digital marketing agencies.” Agencies that offer both traditional and digital marketing services (you can learn more here about traditional), tend to call themselves or be called ad agencies, advertising agencies, or marketing agencies. If a firm specializes in creating branding for websites or overall marketing use, including logos, they are often called “branding firms,” “branding & design firms,” “brand & design firms” or simply, “design firms.”

There’s also the option post-graduation to work at a PR firm, or “public relations firm” or “public relations agency.” While PR firms tend to focus on external communications and work may include press release writing, event execution, and pitching stories to media reporters, an overlap between ad agencies/digital marketing agencies that developed as result of the introduction of social media networks has to do with social media strategy development and execution. Both marketing/ad agencies and PR firms tend to offer “social media voice” services.

Phew, that was a lot of terminology! On to the pro’s of working at an agency or firm that serves marketing & communications clients.

  • You get to learn about the marketing & communications challenges of numerous industries, and then, can apply best practices from a client in one industry to a client in another industry.
  • You are always learning and being exposed to something new, as even if you have several clients in one industry, they still each have their product & service nuances, ways of doing business, marketplace/competition, etc. that you need to understand.
  • As with an in-house marketing job, your agency likely will hold regular meetings to discuss everything that the agency has on its client work plate, so there should be lots of opportunities for learning.
  • Agencies tend to encourage brainstorming which is always a lot of fun and keeps the creative juices flowing.
  • As with a corporate marketing role, there likely will be a career path at whatever marketing agency or PR firm at which you work. You might start out as a coordinator or specialist (doing day-to-day/hands-on tasks to support a particular client), but eventually have the opportunity to become an account manager or vice president. In those latter roles, you likely will have more interaction with the client.
  • As with in-house marketing jobs, the diversity of your role and your work will depend on the size of your organization. The bigger the organization, the more specialized your role will be; but, regardless, you should still have the opportunity to learn about a number of tradtional and digital marketing tactics and results analysis best practices.
  • If you have direct interaction with clients, you get the satisfaction of feeling like a member of their team — clients become your co-workers along with any agency co-workers you may already have.

And, now the cons of working at a marketing agency or PR firm:

  • Clients often have marketing and PR emergencies. This may cause you to need to regularly rethink or re-jigger what you planned to accomplish on the work front on any given day.
  • Because you aren’t a member of a client’s in-house marketing team, you may not always have access to all the important, beneficial, and business-critical information you want or need. Of course, you can ask to have information shared with you, but sometimes, you don’t know what you don’t know, and clients may be so busy they forget to share with you.
  • You may not be able to enjoy the same satisfaction you would get from being involved with or aware of each & every marketing and communications tactic that an organization has planned or has implemented. You don’t always have access to or see the big picture as clearly as if you worked in-house at the client.
  • Ad agencies, branding & design shops, and PR firms tend to be pretty fast-paced and you may need to work long hours, or suddenly change social or personal plans because of an unexpected client emergency.

We are pleased and proud at Results C & R to have hired and taught numerous college and graduate-school students and post-graduation individuals about what it’s like to work at a Boston digital marketing agency and Boston SEO company. We love passing our marketing and PR knowledge on to the next generation and enjoy brainstorming with individuals interested in pursuing a marketing career to help them figure out what type of marketing & communications might best support their interests, passions, and lifestyle.

competitive advantage, differentiation, digital marketing agency, diversity, Enjoying What You Do, Importance of taking break, lead generation, marketing best practices, marketing consultant, Marketing Planning, Memorability, Objectives Setting, Passion, push marketing, sales, strategic planning, target audiences, Target Marketing, traditional marketing, Understanding Your Environment

The Two Key Perks To Pre-Internet, Non-Digital (Traditional) Marketing

This morning I participated in an interview with two University of Connecticut students who were working on a class project about leadership in marketing & communications (I’m a UCONN alum to whom they outreached via LinkedIn). I had already completed an initial draft of this post before my meeting with them, but while discussing with them the shift that has occurred since I first launched my marketing career – from “traditional” marketing to digital marketing – it struck me to refer to traditional marketing as “pre-internet” marketing. I’m going to start using that term and “non-digital” more because “traditional marketing” has just never felt right to me as the term to use for activities advertisers engaged in more before Google searches, social media, and texting took over the world!

Read on to learn what I see as the two broad categories of perks to employing non-digital marketing activities.

1. Perks To The Marketing Professional Developing and Executing Non-Digital Marketing Tactics

Call me crazy, but I miss things like print checks and listening to possible music beds and writing advertorial copy – all things that came with being involved with or overseeing non-digital marketing activities like direct mail, TV and radio advertising, and print advertising. I also miss physically visiting or viewing images of billboard locations and scripting messaging for radio ads. And, I miss holding a beautifully crafted – both in appearance and messaging – sturdy, direct mail piece, and being responsible for buying a target audience mailing list and working with direct mail house partners. I miss ad slicks and seeing my print ads in the Metro newspaper that I snagged at the train station to read on my commute to work, and I miss seeing my advertising subway posters on that same commute.

Particularly during my days when I was employed in bank marketing roles, and we implemented integrated marketing campaigns that ran anywhere from one month to three, I loved overseeing the content, production, and design of various pieces; plus, working with our external marketing agency to produce a number of physical marketing pieces that all mirrored each other and sent customers and prospective customers the same marketing messages and reminders. These included:

  • Physical statement stuffers that went in customer bank statements – it was so enjoyable to brainstorm with others on my team to arrive at fun, punchy, effective copy and seeing the stuffer come to fruition in its beautiful slick, printed form. Often we would create extras of these for tellers or other bank employees to give out to customers or prospective customers.
  • Lobby posters – these would appear in each of the bank’s various branches and most branches had several locations within the office to hang the posters that highlighted whatever product or service we were promoting that month.
  • ATM messages – back then, people used ATMs more and we’d arrange for messages to appear on the screen that mirrored the campaign-in-question’s key messages.
  • Teller posters/cards – these were mini versions of the lobby posters that were placed at teller stations for viewing by customers as they waited in line or interacted with the teller.
  • Visual displays – these were physical/tangible items we’d place in bank branches that were relevant to the product or service we were promoting, such as telephones to encourage people to use the bank’s “phone banking” service.

The takeaway? Pre-internet marketing activities allow marketing staff and professionals to use a different part of their brain and more of their senses, including touch/feel, and it’s important to shake things up that way, right? Using one part of your brain can help strengthen the other part of your brain, or give a certain part of your brain a rest or new perspective.

2. Perks To The Organization Employing Non-Digital Marketing Activities And To Their Target Audiences

In keeping with the message that ended the discussion of perk #1 above, everyone has different preferred and default means of learning and absorbing information. Organizations need to understand that seeing a billboard or an advertisement at a movie, mall, or subway station might resonate more with, or be more easily digested by, certain individuals than an online ad or social media post.

Plus, some target audiences may not spend a lot of time online or on the phone because of personal life circumstances or the nature of their job – equating to missed opportunities for the organization who is advertising. Some target audience members may be more likely to see or notice your advertising if it occurred on or in a billboard, train, bus, mall, TV, radio, or a printed/hard copy of a newspaper or magazine. I think you get the picture! Plus, there is so much distraction for a prospective customer when they are on their phone or computer; non-digital marketing tactics are often served up and to, and viewed by, customers when they are in more of a “captive” vs. distracted mode.

To summarize the above, we believe both the advertiser and target audiences win when marketing activities that go beyond digital ones are employed to create awareness and educate prospective customers. As we discussed in our recent blog post, non-digital marketing activities can greatly contribute to the success of a multi-tactic, integrated marketing campaign.

We Can Help You Decide If and What Non-Digital Marketing Is Right For Your Organization

While we often refer to ourselves as a Boston digital marketing agency or Boston SEO company, we are so much more than that, and bring significant non-digital/traditional marketing experience. We can serve as a marketing consultant for developing strategic marketing plans and as your outsourced digital marketing team. Our team can help with both high-level marketing work like determining strategy, as well as hands-on implementation of day-to-day marketing work and marketing campaign and advertising campaign tactics.

The team at Results C & R is glad to hold a complimentary discussion with you about available non-digital/traditional marketing activities, and which, if any, might make sense for your organization. Reach out to schedule your consultation to start planning for the new year!

brand promise, competitive advantage, content marketing, differentiation, digital marketing agency, integrated marketing, lead generation, pull marketing, push marketing, Results Analysis, sales, Setting Marketing Budget, strategic planning, Strong Ad Creative, taglines, target audiences, Target Marketing, traditional marketing

Why It’s A Marketing Must That Your Marketing Activities and Tactics Be Integrated

When I first started drafting this blog post, I thought I’d be mainly talking about traditional marketing and what I miss about it. But, as the post evolved, I realized the traditional marketing tactics/activities were just a piece of something bigger that I miss, sometimes, and that is being aware of, involved with, and/or or having oversight for ALL the marketing activities that a particular brand/organization executes. Often as a consultant, my team and I are working with organizations who have their own internal marketing team, and/or who work with a number of different outsourced marketing vendors or agencies. This means, while we are responsible for one or several pieces of the overall marketing strategic plan – usually digital pieces, we aren’t always aware of, kept informed of, or responsible for other pieces. As you would expect, each and every marketing message or tactic that is put out there in the universe by an organization has an impact – both negative and positive – on the effectiveness of the other marketing tactics.

Regardless of the above, because we strive each and every day to support our clients’ success, and to serve and be viewed as a member of their team, we often make recommendations and suggestions related to overall marketing strategy and various marketing tactics that others are overseeing. Sometimes, we suggest adding a new marketing tactic to the mix, even if we won’t be the ones making it happen, and sometimes, our suggestions are about shaking up how an existing marketing tactic is handled or executed.

Why Every Organization Needs Someone Monitoring and Aware Of All Marketing Tactics

Ultimately, each and every organization needs to have one person – whether it be an outsourced marketing consultant or agency or an in-house marketing director, chief marketing officer, or the business owner themselves – who:

  • Is aware of and tracking and analyzing the results of each and every marketing activity to ensure that marketing dollars and time are spent on those activities that lead to the greatest awareness, and ultimately highest possible number of conversions, such as sales (product purchase or engagement for services), and inquiries.
  • Ensures that marketing creative (messaging and design) is consistent across all marketing activities.

What Is Integrated Marketing and Why Is It So Important?

As hinted at above, integrated marketing means that all the marketing tactics you use to promote your organization and create awareness of it are cohesive, and therefore “mirror” each other. All tactics included in a strategic integrated marketing plan/campaign to promote a particular product or service should:

  • Contain and repeat the same key messages of the campaign
  • Reflect the same product or service promise and your competitive differentiators
  • Have a similar appearance as far as logos, design, color, and graphics go

For centuries, those who have succeeded at growing an organization have known that you have to hit the audiences whom you think will be the best target/users of your product or service numerous times to create both awareness and sales. Target audiences need to hear and see the same message multiple times for it to both stick and resonate. If you shake things up too much across your various marketing tactics and vehicles, you’ll miss out on the opportunity to expose your targeted customers to the same messaging and look and feel and you’ll also CONFUSE them.

Check out this blog post from marketing guru, Neil Patel, to read about integrated marketing campaign examples. And, read our blog post that explains how and why content marketing and integrated marketing are different. Or, use the search tool found on our “Ponderings” blog main page, to search for other posts that contain helpful info. on integrated marketing.

Help For Creating, Executing, and Implementing An Integrated Marketing Plan and Campaign

At Results Communications & Research, we bring more than 30 years of experience of implementing effective, integrated marketing campaigns, including ones that contain both digital and more traditional tactics such as outdoors (billboards), print, transit, movie, mall and broadcast (radio, TV) advertising. We can help you develop a strategic integrated marketing plan that outlines the various marketing vehicles and tactics we believe you should employ in a particular campaign, based on what we learn of your marketing objectives, challenges, and target audiences. Then, we’ll work with you to ensure proper tracking is in place to track the effectiveness of each of the various marketing tactics to help inform what tactics to employ in future campaigns or reallocate existing campaign $$ and/or pivot mid-campaign, based on what results are showing. So, please don’t hesitate to reach out. We love developing, executing, and analyzing the results of integrated marketing campaigns!

Being Found on Google, Customer Service, differentiation, keywords, marketing best practices, organic SEO, pull marketing, sales, Search Engine Optimization, SEO, social media, technical SEO, traditional marketing, Understanding Your Environment, website

Clearly & Regularly Communicate Solutions and How You Address Client Pain Points to Succeed at SEO

As I am and my team at Results Communications & Research, a Greater Boston SEO Company, have observed and demonstrated, succeeding at SEO goes far beyond incorporating high-volume search terms (keywords) that are the synonyms, or the exact phrases your organization employs in your digital content, for your various products and services.

Regardless of the nature of your organization, if you want to be found on Google, i.e., rank well in organic search engine results, you need to metaphorically borrow your clients’ boots and sneakers, and walk in their shoes. Why? Because often target audience members don’t enter the common/standard term for a particular product or service that you offer into a search engine like Google, including ones that your organization uses on your website or in other digital marketing materials or activities. Instead, they search for insight on how to solve a problem — whether it be a consumer/personal problem or a business one.

Let’s say you offer nutrition services that provide a number of benefits and support a number of positive outcomes and goal achievements, including helping individuals lose weight or have more energy. Your target audiences may not search on terms like “nutritionist near me” to find you. Instead, they may be putting terms like “how to lose weight” or “how to have more energy” into a search engine, such as Google.

How To Be Viewed As Part Of The Solution, Not The Problem!

As an SEO agency that has been helping clients move the SEO needle since 2014, we suggest you adhere to the following game plan to support being found in Google and other search engines for the solutions and benefits you offer:

  1. gather a cross-sectional group of individuals who interact with customers or prospective customers on a regular basis, such as customer service representatives, account managers, salespeople, and marketing staff to brainstorm and document what your customers’ pain points are:
    • what ongoing challenges do they face in their daily life or in their professional life/business role that purchasing your product or engaging you for your service can help address or eliminate, or reduce the impact of?
    • what problems or solutions to problems are current or prospective clients searching on, e.g., how to improve project tracking, how to maximize my marketing budget, how to keep ice dams from forming on my roof, help for anxiety, best way to create a cohesive team. You get the picture. If you can’t gather a team — even via a video chat or conference call, consider creating an online survey to gather team members’ feedback — something we can help you with. Regardless of how you gather the info., you may want to share our “Defining Your Differentiator with Detail” blog post with individuals from whom you welcome insights. It may spark some great ideas about your target audience’s pain points and how you lessen and erase your clients’ discomforts.
  2. using the list resulting from the above brainstorm activity, use a keyword planner tool or engage an SEO expert to conduct keyword research for you, to:
    • determine which of the phrases/search terms you and your team identified are being entered most in search engines by your target audiences
    • identify high-volume (frequently used) phrases/search terms that are similar to the ones your team identified, but different from them, and therefore, additions to your list
  3. begin employing the terms that your keyword research reveals are the most frequently used ones (as long as you believe they are relevant to both the solutions to problems you offer and clients are searching on) in:
    • social media posts, profiles and hashtags
    • website content and behind-the-scene tags, known as meta tags
    • other digital and traditional marketing materials and activities to support your sales proposition and reinforce value

Need help executing the SEO game plan outlined above? We’re here to help with any of your SEO challenges, so please reach out!

community involvement, COVID-19 marketing, good will creation, keeping up with trends, lead generation, Making Connections, Memorability, Networking, pandemic marketing, Post-COVID-19 Marketing, post-pandemic marketing, promotional items, sales, traditional marketing

Five Promotional Products for Challenging Times

The promotional product world looks very different now than it did in early March. It’s not all gloom and doom, but the way we interact with each other and stay in touch with our prospects and clients has certainly changed. Despite challenging times, you still need to promote your products and services, get in front of your target audience and generate new business.

So, what’s trending lately in the promo world to help companies stay top of mind? Let’s look at some new ideas and all-time favorites.  

Pens

Pens have been my all-time favorite product because they appeal to almost every audience. With the focus on everything being fresh, clean, and sanitized, a new pen is a coveted item. Antimicrobial pens are popular because they help fight off germs – plus, many come individually wrapped in cellophane to avoid any contamination.

Golf

Personalized golf balls are a crowd pleaser and they’re a cinch to customize. Just add your charity or business’ logo, message or photo, and voilà, you’ve got a unique and memorable giveaway. Some may even become collector’s items! Since golf is one of the few team sports that’s ‘open for business,’ many golf events are still on. Yet another reason customized golf ball remains a top choice!

Water Bottles

If you’re like me, you probably want to drink more water, but always forget to pack your water bottle.  Problem solved! Give your prospects and clients branded water bottles that they can’t forget! Water bottles are a health-focused promo gift that your target market can use every day – and the benefit is that your name is always front and center. Want a few ideas? Check out my client’s favorite water bottles.

Mugs

Do you start the day with a cup of joe or look forward to an afternoon tea? If that’s a yes, you know it’s not just part of your daily routine, it’s a time you really love. Chances are you have a handful of favorite mugs; some you’ve owned for years. Branded mugs make a reasonably priced and useful giveaway, and they come in a variety of shapes, sizes, and materials. Add mugs to your marketing budget for a promotional item that lasts year after year.

Hand Sanitizer

With everyone going back into the workplace, hand sanitizers are a necessity.  If you thought customized hand sanitizers were a popular handout before COVID-19, they’re now one of my best sellers. Hand washing is serious business, so much in fact that the CDC has an entire section on keeping your hands clean. There’s even a “Life is Better with Clean Hands Campaign”. Piggyback on that for great PR and to do your part to keep America safe.

Why Promotional Products Now: The Benefits Of Using Promotional Products

Business is coming back and the same problems you solved before the pandemic, you’re still solving now. Don’t stop marketing. Let your clients and prospects know you’re well and alive and open for business. Promotional products that are reasonably priced and customized for your business, let the world know – “I’m here. How can I help you?”

Rachel Leone is president of Leone Marketing Solutions, a women-owned promotional product and apparel firm. She helps big brands and small brands stand out, get noticed, and generate leads through her promotional products and services. Thousands of new products are launched every day, and one of them may be just right for you, click here to browse her website. For more information or a complimentary brainstorming session contact her at 781.740.3171 or rachel@leonemarketing.com.

competitive advantage, Customer Service, differentiation, good will creation, Memorability, sales, traditional marketing, User experience

Employing a “Dinosaur” Marketing Practice to Keep From Going Extinct

Last week, I went “in town” (traveled from my office on the South Shore into Boston) to meet with a client. As I often do when I make the 45+- minute commute to meet with a client, or attend an industry or networking event, I ran a few errands after my meeting. There’s always a birthday gift or a new book to be bought, right? I stopped at Copley Place/The Prudential Building to buy a couple of ingredients that Sur La Table and Eataly carry, and also visited Barnes & Noble to purchase “The Secret” (a cool treasure hunt guide with a Boston reference).

Initially, I thought I was just having a lucky or “random acts of kindness” day, because employees in each of the businesses I mentioned above were so welcoming, helpful, or kind — something I hadn’t experienced to such a degree at retailers in a while. But, then it struck me on my journey home, how much retailers must be recognizing the need to step up their customer service game if they want to survive in the next year, never mind the next ten.

I’m likely stating the obvious here, but the plethora of online shopping opportunities, particularly, Amazon.com, is causing retailers across the U.S. to close their physical shops/locations in busy downtown areas and shopping malls. Whether it be filing for bankruptcy or completing closing up shop (literally and figuratively), recent victims of the uptick in online (particularly one-stop) shopping include Papyrus, Payless Shoes, Forever 21, Barneys New York, Gymboree, and more. And, it’s common knowledge, that time-honored retail giant, Macy’s, whom families have visited for generations, will be closing numerous storefronts.

How To Provide Exceptional Customer Service And Why You Should

As a marketer, I’ve always felt and known that customer service can make or break you, and if an organization’s service is outstanding or unique enough from that of competitors’ it can be a true differentiator. That’s why I’ve discussed this topic previously in my “In Praise of Praise” and “Why You Should Remind & Require Employees to ‘Do Your Job’ And Do It Well” blog posts.

My aforementioned shopping experience in Boston leads me to believe that many retailers are now coaching and requiring their sales staff to deliver exceptional service in hopes of maintaining a strong physical vs. online consumer following. So what were some of the stepped-up customer service tactics I experienced at the retailers mentioned above?

  • lots of smiles from individuals working on the floor of stores or at the registers
  • being greeted when I walked in the door
  • being asked by more than one employee if they could help me find anything or if I was finding what I was looking for
  • being offered food samples
  • being given double the portion of the food item I was purchasing (but only paying for the original one portion) and being alerted to that by the employee
  • displaying interest in my needs, my life, what problem I was looking to solve, etc.
  • engaging me in a lengthy conversation related to a product I was purchasing and why I was excited about it, and sharing in my enthusiasm

Based on the way I was made to feel noticed, valued, and important, I will definitely revisit all the physical stores of these retailers again. I’m someone who enjoys chatting with salespeople at stores, window-shopping, and being able to feel, test, try on, etc. a product I’m hoping to buy. Part of that may be due to the fact that I work out of my home office and all my co-workers are virtual. I welcome getting away from my office once in a while and excursions that provide opportunities to socialize. I know this does not hold true for all consumers, though — many don’t want to have to socialize with salespeople or leave their home to run an errand after a busy workday.

I’ve shared all of the above as a reminder and warning to anyone who is responsible for sales at their particular organization, regardless of the organization’s nature. Great customer service never grows old or goes out of style! It’s as relevant — in fact, it may be more relevant — than it was in the 1800’s (hence, the exaggerated dinosaur reference in my blog post title) when Brooks Brothers, Lord & Taylor, Macy’s, Bloomingdale, Saks Fifth Avenue, and Barnes & Noble opened their doors. While I do hope this stepped-up customer service effort will keep the retailers I cited from losing their brick & mortar presence, I wonder if such an effort might have kept them from being where some of them are today — close to closing up shop.