Marketing a product to an individual consumer rather than to a business is often a very different proposition. Or is it? The growth of digital media means that there is an increasing number of channels and methods from which to chose. So how should marketers approach the task of engaging and winning customers? It’s a bit like learning a dance.
Comparing B2C and B2B marketing
Businesses that Sell to Consumers
The challenge of B2C marketing is to build product awareness and convert browsers into buyers. As it’s usually a ‘low involvement’ purchase, say to buy a confectionery bar, marketing campaigns must capture the consumer’s interest immediately. Typically mass promotion activities like tv and press advertising are employed. In addition, special offers such as discounts or vouchers help ‘activate’ the purchase. The challenge is to establish an effective one step routine.
In the online world, an email or search marketing campaign is required to get consumers to click and buy. The email or advertisement will take the consumer to a landing page on a web site that is designed to sell the product. The purchasing process must be simple and easy, for example, by integrating the shopping basket and checkout page. Any more than a couple of clicks and the customer will go to another shop.
Businesses that Sell to Businesses
The goal of B2B marketing is also to convert prospects into customers but the purchase is usually more considered. More decision makers are usually involved and the challenge is to engage and educate the target audience and build relationships. To succeed a B2B company must generate and nurture leads over a more elongated period. A careless or quick step could mean a lost partner (or customer). The challenge is to establish an effective multi-step relationship building routine.
In the online world, an email campaign or online advertising campaign can drive prospects to a website but is less likely to achieve an immediate sale. The eventual goal should be to secure a meeting with a sales representative in order to discuss the customer’s businesses requirements in more detail and guide him, her or them to completion of the sale. By providing information about the products and services, benefits, features, possibly pricing, and contact information the customer can be reassured and his or her trust won. Conceiving marketing activity as one of several steps in a longer, integrated, multi-step campaign that includes awareness and relationship building via direct mail, newsletters, video promotion, webinars, virtual exhibitions, conferences or live events and social media such as Twitter or Linked In will be more likely to persuade.
While there are differences in B2B and B2C marketing, the principles about engaging and building customer relationships remain the same. At the outset understand the customer journey from the customer’s point of view. Understand the sources of information and the selection criteria that the customer uses. Understand the triggers and barriers to building awareness and relationships, through to the sale. At each step along the journey, consider how the experience that your brand delivers is or can be different or better than your competitors.
If you are a B2B marketer learn how to dance the marketing 2 or 3 step. If you are a B2C marketer while you may have mastered a 1 step routine, a 2 or 3 step routine may enhance your ability to build stronger customer relationships. Determine the appropriate messages, media and timing to intervene and attract and engage customers at each step on the journey. In so doing you will be better able to invest your resources where they really make a difference.
Give us a call to find out more about our marketing consultancy services can help you understand your customer’s journey and put together a marketing routine that really make a difference to your business.