How Many F-Words Does It Take To Get To The Center Of A Bad Customer Experience?
We were going to talk about the challenges of naming our new software tool but about half an hour before we were set to record, an interesting thing happened and it incited a bit of a rant. But it’s a rant with a purpose and a good lesson on the dangers of marketing automation.
Grab a cup of your favorite Simpson & Vail tea (we’re loving the Valentine’s Day blend) and get ready.
Rick Carlson Sends An Email
Somehow Ralph got onto an email list for a product called SharpSpring. He didn’t sign up but for whatever reason they’ve been hammering him with marketing email after marketing email, signed from the founder Rick Carlson.
A few days ago Ralph got yet another email that began with an apology – the variety that basically says, “Hey, sorry for bombarding you with emails but here’s another one anyway.”
Ralph finally decided to see what the heck this software was about so he went to the website and 18 minutes later he got another email – with another apology, this time for being “creepy” – letting him know that they knew he’d been to the website, along with a screen shot of his activity.
Yes, it sounds creepy but hey, we know we’re being stalked online, by everyone from Facebook to Google to “random business down the block.” As marketers we like the idea of being able to de-anonymize our website visitors and put a name to the people who may be interested in our services. So we’re not opposed to what the software does.
What we’re opposed to is the way Rick Carlson has chosen to solicit us with it.
Rick Carlson Declines Our Invitation To Market His Own Product
After that last stalker email, Ralph decided to personally reach out to Rick Carlson and invite him onto our podcast to talk about his product. Rick declined, in a rather perfunctory way, followed by eight more paragraphs of pitching his product.
It was that email that finally sparked the conversation we had today.
For starters, we’re not bothered that he declined the invitation. We’ve been turned down before! But we were bothered by the fact that he did it with nary a “but hey, thanks for the offer.” And we were bothered by the continued solicitations that seemed completely oblivious to the fact that we are, in fact, actual humans with whom one might want to have an actual conversation if one wishes to sell their product.
But Rick was too busy with his automated software doing automated things and showed no interest in the humans at the other end. As a result, we have no interest in him or his product and perhaps more importantly, we are interested in telling everyone what a crummy experience we had with him and his company.
Automation Doesn’t Give Someone Permission To Be A Robot
Rick Carlson didn’t actually send any of those emails except one. The only one he sent was the one declining the podcast invitation. The rest were just automated. And that’s ok, but the minute Ralph tried to engage beyond automation, he was met with… more automation.
The net result for Rick Carlson-bot is that he will never make a sale to us. Not only that but we have close relationships with other agencies that we influence, none of which are likely to buy from Rick Carlson-bot.
Perhaps worst of all, Rick Carlson-bot is trying to sell a product in a pretty crowded niche that’s dominated by some big players like Infusionsoft who do know how to do automation – both from the software side and the human side.
A Better Automation Experience
We were solicited in the past by Infusionsoft, another marketing automation software. The difference was that when the folks over at Infusionsoft engaged with us, they spent some time getting to know us. They asked to speak with us so they could learn more about our business. They spent time making it about us – not about the solicitation.
In the end we didn’t sign up for Infusionsoft but what we did do was refer a colleague who signed up. Then we referred our business partner who signed up. And we’d gladly refer anyone who’s looking for that type of software.
Ultimately it’s only partly about the software. In larger part it’s about the experience. Anyone can build decent software. Not everyone can treat their customers as human beings that matter.
The Apology Trend
Have you seen this in your inbox lately? There seems to be some new internet marketing “Do This One Thing If You Want Success” course circulating because everyone is suddenly sooooo sorry to bother me and sooooo sorry to send me (yet another) marketing email.
It’s a disingenuous apology, a gimmick, a hollow marketing ploy. Gimmicks plus automation plus lack of human interaction plus aggressiveness equals failed marketing.
Are you doing mea culpas or doing marketing? How about not being sorry. How about doing better marketing that you don’t need to apologize for, even in a fake, gimmicky way.
Your Seriously Social Moment
Ian Anderson Gray is back today to ask: How do you choose the best tools for your business? Last he checked (and if you know Ian, you know he DOES check), he found over 800 (800!) tools for marketing, social and SEO. There are so many it seems impossible to choose! In a prior Moment, Ian suggested that you start by making a list of tasks you need help with. He says there are 5 common things that people want help with when it comes to tools.
- A tool to help build and grow your audience.
- A tool to help you schedule content easily.
- A tool to help you measure and engage with your fan base.
- A tool to help you monitor conversations.
- A tool to help you communicate with your team and work together.
Ian says that before you invest in a new shiny tool, do your research because it’s the only way you’ll know how well something performs the tasks you need done. And if you need help, he’s pretty much THE tool guy and you can get in touch and schedule some consulting time with him for help.
Even More Lame Automated Marketing
I got my own dumb marketing email just before we started recording this, from someone whose list I didn’t sign up for either. (Just wondering if anyone is still doing permission based marketing these days, huh people??)
Two things struck me as stupid right in the first sentence. The first thing is that the sender said he “noticed that Rahvalor sends out marketing emails regularly.”
Strangely enough, “Rahvalor” hasn’t sent out a marketing email in years. And if you’re wondering “What the heck is Rahvalor?” then that just proves my point. Rahvalor is our company name. It’s how we incorporated in 1999 and who the checks get written to. But for years we’ve done business as Web.Search.Social and almost never mention Rahvalor.
Let’s assume that somehow this random person soliciting me made the connection between Rahvalor and Web.Search.Social. The hilarious thing about that, is just that morning, Ralph and I had a fight… I mean a discussion because we never fight… about the fact that we haven’t, in fact, sent out a marketing email in a long time to our Web.Search.Social list.
The fight… er, conversation… went something like this:
Ralph: Did you send out that marketing email to our list?
Me: No, I was busy.
Or at least that’s how I interpreted it and since I’m writing the show notes, I get to tell the story. The amusing part is how five minutes later I got an email from someone telling me how often I send out marketing emails.
That, of course, was followed by the trite apology… “sorry to bug you but…”
How about this: Don’t be sorry for bugging me, just don’t bug me.
You Can Do Automation If You Remember You’re Still Selling To People
Automation can be an incredible tool. It can save you a ton of time, it can help you stay top-of-mind with minimal effort, it can keep people moving through your sales funnel while you run your business and manage your clients.
It can help you effectively find, vet and target people who may be ideal customers.
But it can’t magically replace you. It can’t engage people on a human level. To win customers, to get people to become your fans and advocates, you will always need to be a person.
Oh, and stop being so darn sorry. Don’t be sorry for marketing. Be confident and proud of your marketing. And if you’re doing something you think you need to apologize for, then stop doing it!
Links & Resources
- If you’re interested in automation, visit Infusionsoft
- Find Ian Anderson Gray online and let him know if you need help choosing tools for your business
- Watch his tutorial video on How to Choose your Ideal Social Media Management Tool
- Listen to the 100th episode of the Nuclear Chowder podcast where I reveal a secret about Mike Brooks (and where you can learn One Thing To Do On LinkedIn To Get More Connections)