If I was allowed just one marketing activity – it would be customer interviews.
Not just any customer interview - a customer interview process whereby you leverage those interviews as content across all stages of the buying process.
Here’s how I approach these:
Step 1 – Work with customer success team to identify customers to interview – could be as soon as when customers have completed successful on-boarding
Step 2 – Interview the customer over the phone (usually 30-45 mins). Questions go back to how the customer knew they had a problem they needed to solve, who did they involve in the decision, how did they talk about the problem, how did they find your company – straight through to how they implemented it, and what benefits they are seeing or expecting to see.
Step 3 – Edit into a conversation style interview, provide to customer to edit/approve, publish & promote (about an hr, plus promotion).
So in less than 2 hours you have quality content, in the customer's language, authentically speaking to all stages of the buying process.
These are some recent examples from Bedrock Data:
- How Bit Stew Systems aligned HubSpot & CRM to drive closed loop reporting (Luque Wang)
- How MaxSold aligned Marketo & CRM to drive closed loop reporting (Sushee Perumal)
- Amber Newman on her NetSuite HubSpot Integration (Amber Newman)
- How Thriveon integrates HubSpot & ConnectWise to grow their MSP business (Lori Creighton)
- Delcor aligns its teams and systems on ConnectWise & HubSpot (Bill Rowan)
- Integrating NetSuite & HubSpot – why Revenue River selected Bedrock Data and how it’s paid off (Amanda Daume)
Now why would I choose this as the one and only? It just does so many positive things. Here are eight ways these help you:
#1 – Credibility content for sales
Great content for sales team to use to build credibility around specific use cases – in Bedrock Data’s case you are trying to integrate say, HubSpot and NetSuite – here’s an interview we did with our customer talking about how they approached the project, some of the challenges they faced and how they got around it.
Providing prospects with content that is relevant to specific to their situation – both in the problem they are trying to solve and the types of questions they would like to answer –is the best way to deliver value to your prospect while also overcoming the natural, and ever growing, lack of trust for vendor written content.
#2 – Conversational content to help prospects move through buying process
To that point of mistrust for vendor content, I find prospects are much more likely relate to the conversational style Q&A format of these articles, then overproduced case study templates. There is a true authenticity to the content which helps to break through the skepticism towards vendor content. And, ironically, it’s much faster to pump out these Q&A style articles then it would be to format into “traditional” case studies.
#3 – Proof points for website
These interviews cover every stage of the buying process, including questions around how the company helped the customer. These quotes become great proof point quotes to sprinkle into a website. You get them as a byproduct of conducting the interview and producing the content.
#4 – Quality SEO content
Each of these articles is keyword rich content, speaking to the problems your company solves. Using that word authentic again, they are an authentic way build out quality content as part of your SEO strategy.
#5 – Long form content to mine from / repurpose
Since the articles themselves are approved, published interviews – they create an asset for you for your marketing team to mine and pull from over time. As you add more team members, even interns, they can easily repurpose fro the topics covered in these articles – e.g. a composite piece on a specific topic, or a specific pull quote to address a specific prospect’s question down the road.
#6 – Helps create customer advocates
I’ve found the customers really appreciate the process of being interviewed, and then seeing their experience packaged up into an article. Oftentimes it gives something they can share internally with colleagues as a way to demonstrate the success they have had in the engagement.
Nearly all of the people I’ve interviewed have been happy to serve as reference accounts for Bedrock Data, and have helped to spread positive word about the company through word of mouth – references, webinars, events and social media.
#7 – Build out your buying journey map and customer specific semantics
The interviews also serve as continuous, first-party research to keep your pulse on the customer buying journey, Whether formal or informal, you can continuously evolve your understanding of the buyer journey. This interviews also serve as launching points for keyword ideas, customer stories for sales conversations and topics for other marketing programs.
#8 – It’s fun and rewarding
Lastly this work has been tremendously fun and rewarding. It comes across as a major win-win for everyone involved.
Bedrock Data benefits from the customer stories and customer advocates.
And every time I’ve felt that the customer gets a lot out of it, including as I already mentioned a testimonial of sorts for their own project for them to share. I’ve been thrilled to see customers being so engaged by the experience that, without solicitation, they continued to spread the word about Bedrock Data. =
Not too shabby for less than two hours of work, right?