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Published on Monday 19th of November 2018

What Customer Experience Has to Do With Marketing?

The link between customer experience and marketing

While most of our clients contact us in search of new customers, it is imperative to remember that continued investment in your existing customers will ensure that you reach higher rates of loyalty. It costs dramatically more (i.e., 5-7 times) to campaign for new clients than to simply retain existing clients. So, no matter how potent and effective one’s marketing strategies may be, without the ability to retain customers, you will have a very inefficient system. Client retention tactics are therefore an imperative part of a successful marketing arsenal.

Organizations that consistently deliver excellent experiences for their clients are much more successful than those that do not. Esteban Kolsky, a leading Customer Experience Management (CXM) researcher, extensively studied the effects that bad experiences have on customers. His research shows that 67% of ex-customers named a poor experience as their reason for leaving. Furthermore, 91% of dissatisfied customers do not bother to voice their grievances. They simply shift to another solution.

These statistics show how intertwined the client’s experience is to the likelihood that they will return or stay. Especially in this modern age of technology, customer experience is absolutely crucial to your success. If a customer has a bad experience, not only will they likely not return, but they may also vent their frustration through word of mouth or various social media platforms. This can easily spoil an otherwise exceptional reputation which you managed to build.

Benefits of Excellent Customer Experience Through the Marketer’s Lens

  1. Strive to demonstrate to clients that you focus on their state of mind, and focus on exceeding their expectations in every interaction. Your goal is to ensure that, regardless of their opinion on the product/service itself, their takeaway from each interaction is nothing but positive. Through these actions, customers will see that you genuinely care and their satisfaction levels will extend far beyond tangible benefits for you.

  2. Satisfied clients can act as advocates to new prospective clients, which will allow you to broaden your client base significantly. Clients may reflect their satisfaction with your organization through word of mouth and social media channels, which is a very beneficial form of organic marketing.

    Personal recommendations from friends and professional acquaintances seem more trustworthy than a traditional “one-size-fits-all” advertising approach. Consider what would happen if each of your clients advocated for your service/product to even just one other person. This surpasses the reach of many marketing campaigns and quickly establishes a high level of trust for your future customers. Thus, creating an opportunity to shorten your sales cycle.

  3. Ensuring the best treatment for your clients allows you to stand out from your competition. Customers notice when their needs are being met. If you acknowledge these needs and continue delivering the best experience possible, they will consistently choose you over the alternative options.

  4. An often overlooked benefit is the way that positive customer experiences impact revenue. Kolsky’s study on CXM also found that 55% of surveyed customers would be happy to pay more for a better experience. That means that over half of your customers don’t mind giving your organization more of their hard-earned money if it means they are guaranteed to be treated better.

  5. Finally, great customer relations allow you to devote less of your precious resources to crisis management. By prioritizing the customer’s experience, you may anticipate potential crises before they even happen. Dissolving customer concerns produces a positive interaction, which may turn into additional purchases from the same client.

Employing the Best Client Experience Strategies

It is evident why successful organizations focus on delivering outstanding client experiences and why retaining existing customers is just as important as recruiting new ones. If you are seeking advice on how to create, implement and solidify retention techniques to give your clients a memorable experience, contact us today. Direct Objective Consulting has over 15 years of experience in implementing marketing tactics and will be happy to help your organization realize its full potential. Contact us today!


Customer Experience    Client Retention     Customer loyalty    

Published on Monday 16th of April 2018

5 Tips for Writing an Effective Business Blog

Business blog marketing writeup tips

Successful business blog writing is both a science and an art. Although there are many ways to write a corporate blog, without proper blog marketing, you will not win the traffic you’re looking for. Here are some qualities of an effective business blog that gets plenty of views:

  1. Authentic and engaging

    Blog marketing is about storytelling. The tone of the post should be honest and straightforward, without any hard selling or marketing fluff. The content of a corporate blog should be relevant to your readers while contributing a certain added value. It should be relatively short
    (300-400 words) to keep their interest high.

  2. SEO optimized

    Search engine optimization (SEO) ensures your content gets ranked high on Google and other search engines. Whatever your business blog subject, select the topics you want to rank on and seamlessly infuse synonymous keywords into the text. For more information, check the
    6 stages to increase your SEO ranking.

  3. Shareable content

    When you create valuable content on a corporate blog, friends and colleagues want to share it with their network. Write content that people will enjoy reading. Give them a little bit of useful advice and leave them wanting more. This approach will lead to increased social sharing and incoming links from other relevant sites. As a result, your online reputation, your ranking and your traffic will be enhanced.

  4. Consistent message

    A company’s blog is like a puzzle. You build post by post until ultimately your readers see the bigger picture. If you keep your message consistent with your differentiators, over time you will manage to educate website visitors with the areas that are relevant to your business and become the “go-to” source of information.

  5. Strong images and a good design.

    A picture is worth a thousand words. This means that blog marketing is not only about writing; it also involves images that grab the attention of readers. Choose attractive images to support the message of your corporate blog.

If you have any questions about writing a corporate blog and how blog marketing works, go ahead and contact us. We can help you build a successful business blog that gets you noticed, with shareable content and high traffic.

For additional resources on company blogs, refer to:


Content Writing Services    Content Development Marketing     Content Development Services    

Published on Tuesday 24th of January 2017

Go International: 5 Steps for Effective International Marketing

International marketing expansion tips

Essential global marketing strategies for business expansion.

Are you planning to go international? Is your business ready for global markets? If your business is in the process of global expansion or if you are considering entry to the US, here are 5 international marketing strategies for successful entry to new markets:

  1. Research the Targeted International Market

    Many companies skip this crucial step and jump right to market penetration. They open an office in their target market and hire a local salesperson. After a year or two, this office still has more expenses than revenue. As an alternative, we suggest to conduct brief research to identify local market needs. This helps identify specific market trends, competitors and ways the solution can be customized to meet demand.

    This step delivers a positioning strategy that enables you to refine your marketing messaging and definition of potential client segments. For example, if you would like to enter the US market, you should first determine what states are a good fit for your solution and focus first on these regions. This will lower your initial costs and enhance the likelihood of turning prospects into clients.

  2. Create an Actionable Marketing Plan

    Instead of a taking advantage of a short planning phase, most SMEs choose to respond to random opportunities. For example, a potential reseller contacts them and they say to themselves: “Sure, why not bring them onboard.” After 2 years, it turns out that the reseller is not delivering results. By this point, the company has invested a lot of resources to train this reseller.

    To avoid this scenario, we suggest building a marketing plan to generate demand in the targeted international markets, based on the initial research (as described in Step 1) and available budget. Choose international marketing tactics that enable you to focus on the target market that best fits your product / service and incites prospects to learn more about your offering, while your sales team is still operating from your headquarters. If your company is looking to develop a distribution network, our plan will include a process to identify, validate and monitor resellers.

  3. Adjust Branding/ Messaging

    International markets are different and there are many considerations to examine. Trade barriers, proximity, and currency are some of them. But what about cultural differences? How do you handle these?

    To this end, we implement the positioning strategy from Step 1 and make sure to adjust the website, sales and marketing material and other documents to reflect the newly suggested messaging. After all, if your messaging does not match your target market, potential clients may not be as attracted to your solution.

  4. Customize the International Marketing Plan

    While executing the marketing plan, you want to make sure that you have someone on your team who understands the cultural or language nuances. A lot of the times, companies assume that they can deploy marketing tactics the same way they do in their local market. This is not necessarily true. We have seen campaigns where the use of certain wording in a different context results in market rejection. Sometimes, colors in one culture drive a message that a company had no intention to evoke, impacting the attractiveness of their solution. Thus, it is important for an expert in the targeted market to review the implementation before it goes international.

  5. Measure Impact and Improve

    You need to measure each international marketing campaign on a regular basis to ensure the company receives the desired results. The assessment should not only concentrate on quantitative, but also on qualitative aspects. Though the number of prospective clients is important, we highly suggest to assess the quality of the prospects and define whether the potential clients meets the specific definition of the potential client base defined in Step 1.

Follow the above steps and you will manage to go international safely. If you have questions or you would like us to assist you with developing international marketing strategies, please do not hesitate to contact us.


International Marketing    Go International    Global Marketing    

Published on Thursday 1st of September 2016

Do You Have a Successful Business Model? Is it Time to Change?

Get a successful business model

Successful business models evolve over time. Have you reviewed yours lately?

In recent years, a number of leading companies worldwide have been shaken by newcomers to the scene. Ignoring the writing on the wall, these market leaders omitted to rethink their once successful business model, and now they are too late. As of 2015, just 12% of 1955’s Fortune 500 companies in the US, which include IBM and 3M, remained on the list. Similarly, just 7 years after Research in Motion (Blackberry) made the top 10 of Fortune's 100 Fastest Growing Companies, it has dropped from the list.

As Richard Foster of the Yale Entrepreneurial Institute said: “The average lifespan of a company listed in the [Standard & Poor’s 500 Index] has decreased from 67 years in the 1920s to 15 years today.” The global economy has undergone a series of drastic changes - and these shifts aren’t over yet. Therefore, companies need a successful business model that evolves.

Drastic economic changes that led to shifts in business practices

You are probably familiar with some of the most drastic economic changes of the last decade. Some of these include:

In order to make this article as concise as possible, we’ve held back from listing many other trends.

Do you need to reassess your business model?

Stay on top of the trends that are relevant to your business to ensure a continuously profitable business model.

Re-evaluate your business model. Maybe you’ll see the need to create a new plan or to adjust your existing model. After all, you do not want to find yourself in the same situation as the taxi drivers when Uber rolled into town!

For help on developing a successful business model suited to a new business reality, Contact us today!


Successful Business Model    Business Strategy    Business Marketing Planning    

Published on Wednesday 25th of May 2016

B2B Lead Generation vs. Lead Nurturing - Explained

Attract new clients

Develop a strong, successful marketing strategy by combining lead generation and nurturing

Acquiring new B2B customers is an exciting but challenging process. As you know, demand creation does not happen overnight. Businesses must pinpoint - and analyze - their target market. They must develop an effective marketing strategy. Then, they need to engage with prospects and convert as many as possible into sales. To increase your conversion rate, you must first understand the roles of both B2B lead generation and lead nurturing.

Lead Generation and Lead Nurturing Defined

Lead generation is the process of attracting and converting prospects who show initial interest. Meanwhile, lead nurturing consists of building relationships with potential clients. They might not be ready to buy your solution, but they could be in the future. This is sometimes called drip marketing.

Lead nurturing serves to increase a prospect’s knowledge and shape his or her perception of a specific solution. Simply put, lead nurturing serves to build trust between your company and the prospect. That way, prospects are more likely to choose your solution when comes time to decide.

Lead Generation Versus Lead Nurturing

We’ve set up a table outlining the difference between these B2B marketing strategies. Lead generation serves to help your sales team find new prospects. This type of generic campaign will help you identify initial interest in your product/service.

Meanwhile, lead nurturing has a different goal: to turn prospects into clients. With this type of marketing tactic, you’re in it for the long haul. You will build a relationship with your prospects throughout the buying cycle. You’ll be creating customized campaigns tailored to their needs.


Lead Generation

Lead Nurturing


To find new prospects

To convert a prospect into a client


Until you identify initial interest

Throughout the buying cycle

Campaign Type






Source: Direct Objective Consulting

In short, B2B lead generation and lead nurturing are two sides of the same coin. These aspects of B2B marketing complement each other. When performed well, together, they will help you generate more conversions.

Do you need help setting up lead generation or lead nurturing campaigns? Would you like to find out about these B2B marketing strategies? Contact us today!


B2B Lead Generation    Lead Nurturing Client Acquisition    B2B Marketing Strategies    

Published on Wednesday 13th of April 2016

Top Five SEO Best Practices for 2016

Is it time for new SEO best practices? Google recently made drastic algorithm changes. Here are a few Google SEO directions:

We chose the top 5 search engine optimization tips to assist you in getting your site ranked high.

1. Ensure Proper Website Coding

Keywords no longer play as crucial a role in SEO as they used to. Regardless, your site must maintain a lexical correlation between the following:

These elements need to be unique and should describe the page well. Make life easier for Google’s search engine when it is differentiating between content and code. The more you use structured data methodologies, the better your website will rank.

Finally, ensure your coding is errorless to avoid search engine crawling failure.

This alone is not enough to achieve high SEO ranking. All the same, these are mandatory prerequisites for all optimization efforts!

2. Post Unique Content

One of the top SEO practices for 2016 is to write quality content. Google likes to index sites that offer valuable information in answer to specific questions. As such, Google looks at pages to see if they provide a good answer to a frequently searched question.

This means that Google is now after long-tail keywords and highly readable content. For example, “What is SEO”. Long-tail content consists of:

Google chooses to feed selected content into its Direct Answers box at the top of the search results or into its knowledge graph box on the top right (see examples below).

When searching “what is SEO”, a Google box appears on the top with a definition taken from a highly ranked page.

Google Knowledge Graph: when you search for a term such as “Direct Objective Consulting”, Google will display a box on the top right, providing all the key information about the company.

3. Create a Positive User Experience

SEO ranking is no longer based only on your site’s design and content. Instead, Google is looking to understand how readers react to your website. The more positive experience your site projects the more likely your efforts will further online lead generation.

Here are some things Google looks into:

4. Integrate Social Media

Social media plays a major role in our life today. Google knows this and looks at how accepted a brand, product, or service is based on its social presence. It is essential to integrate social media into your website. Google will then be able to see traffic coming and going from your social channels.

5. Build Your Online Reputation

This is the most difficult practice to achieve. In a way, your online reputation will grow over time. But only if the other SEO best practices are well implemented.

We should aim to constantly increase our authority in our fields. You can do so by:

Here's the bottom line: strive to become the authoritative source in specific subject matters related to your business.

As we have seen, SEO best practices have changed quite dramatically. But as long as you keep these tips in mind, you will see results. Start by error-proofing your website code, then focus on creating original content. Offer a rewarding user experience and incorporate social media. Over time, your online reputation will grow.

Contact us today for more advice on implementing 2016’s SEO best practices.


SEO    Website Optimization Strategies    Search Engine Optimization    

Published on Tuesday 24th of November 2015

Website Analysis Self-Test: Is Your Website Healthy?

The top 6 questions to ask yourself when performing your company’s website audit

I meet owners of Small Medium Enterprises (SMEs) on a weekly basis and the very first thing I do is look at their company’s website. Websites are indicative of how much focus your company puts into marketing, both online and offline. Nowadays, your company’s site acts as the window to your brand’s soul, so it is worth performing a regular website audit to make sure you are obtaining optimal site ROI.

Let me suggest a few questions to allow you to perform a quick website audit and to determine whether or not your company’s site is “healthy”. Please answer the following questions by saying “yes” or “no”:

  1. Does your company’s website generate enough weekly or monthly inquiries?
  2. Would a person who lands for the first time on the site understand in 1 minute what you offer and why they should do business with you?
  3. Have you changed your web design in the last two years?
  4. Do you develop new, original content for the site on a regular basis?
  5. Is your company’s site mobile-friendly?
  6. Do you track and measure how your site is doing?

If you answered “no” to at least two of the above questions, you should consider investing more in marketing activities to increase your company’s website ROI and to start bringing in additional prospective clients.

If you would like my advice, contact me and I’ll be happy to perform a website audit for you.


B2B Lead Generation    Website Optimization Strategies    Website Audit    

Published on Tuesday 6th of October 2015

Top 3 Tactics to Turn Your Website into an Online Lead Generation Machine

Tips for successful online lead generation and what it can mean for your business.

Websites have come a long way from the online brochures they once were. Beginning as catalogues, websites quickly evolved into information and knowledge providers. Savvy business owners then began creating e-commerce sites. Social media giants took it a step further by using websites as communication and community building tools. Websites continue to evolve. Through the years, one common theme remains. The most important roles of a website are, and have always been, to further online lead generation and to create demand.

Nowadays, having a website is an essential part of your business’s marketing efforts, but online lead generation should be the ultimate goal of your cyber endeavors. After all, there’s no better way to reach out to potential clients than by having a website that impresses upon first glance. Chances are, you’re already investing in your website’s design and the necessary technology to keep it up-to-date. Although these are essential elements of a good website, they won’t further B2B lead generation on their own.

Read on to learn more about the three main tactics that contribute to increasing leads for your business:

  1. Make your website easy to find through Search Engine Optimization (SEO)

    Through a targeted SEO strategy, your website will benefit from a higher ranking on search engines like Google and will receive more attention (i.e., visits, reads & clicks). Some of these clicks will turn into leads. Establishing a successful SEO strategy is a complex process. Start by choosing the right keywords for your business. Once you’ve picked your keywords, infuse them naturally into your content. Don’t sweat it if you don’t see results immediately, as it sometimes takes several weeks or months for websites to rank highly on search engines.

  2. Engage your audience with a focused, relevant message which provides value to them

    Prospective clients will spend more time on a website that is informative and relevant to their needs. If you have a focused positioning message that flows well and is engaging for your audience, your website will achieve a higher ranking and will attract and convert additional traffic into business inquiries and leads. When creating content for your website, ask yourself what potential clients want to know about your solution and explain it to them in a clear manner. Once prospective customers have gotten to your website, if they find the content to be well-written and well-structured, chances are you will see a surge in online lead generation (i.e., inquiries).

  3. Improve your online B2B lead generation with authentic content

    One thing search engines love is authentic content. And if search engines are happy, this means that your website is much more likely to attract more traffic and generate new leads. Show potential clients that your products and services stand out from your competitors’ by offering something new and different when they click through your pages. Use catchy headlines, well-written, original text and offer a fresh perspective on industry trends and challenges. Unique content isn’t limited to the website’s text (though this is essential) but also includes the website’s design, videos, forums, podcasts and infographics. A stylish, original design in line with your company’s branding not only consolidates your business’s image but will enhance your visitors’ experience, ultimately building trust and increasing online lead generation.

Once you have optimized your company’s website for search engines, crafted a focused message and ensured the content you display is authentic, you will be ready for increased unique visitor rates, daily relevant web enquiries and more time spent on your website by potential clients. Online lead generation may take some restructuring of your website but it is well worth the effort.

Ready to get more web enquiries and increase your B2B lead generation? Contact us to see how we can assist you in making it happen today!


B2B Lead Generation    Website Optimization Strategies    

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