Marketing your Services in changing times, CHS Conference, October 2011
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Transcript of Marketing your Services in changing times, CHS Conference, October 2011
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This presentation
Comm strategy, what is it, why matters Understanding your audiences Establishing a usp around
aims/messages Top ten tactical tips
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Brief credentials
Top 10 public sector agency PR, design, events, new media 20 years in housing and support Worked in partnership
with CHS for many years
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Well known brands
(logos/pics)
Tesco Barratts
Go Compare Google
BMW Apple
Ryanair Coca Cola
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What in common?
Clarity
Simplicity
Consistency
Focus
Selling... which makes them memorable
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The strategic process
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Understand audience first
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So who are your customers?
Gender Age Location Employment Family type
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But what are they really like?
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They talked...bad service
Lack of information No ownership/passing the buck Lack of experience/knowledge Not keeping promises Poor communication/call centres
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They talked...good service
Respect/caring/manners/attitude Good communication/listening/clarity Taking responsibility/ownership Quick response/punctual/flexibility Going extra mile/exceed expectations
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Messages and usp
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Messages and usp
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Other considerations
Financial People Evaluation Timescales Example plan
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Activity Action Timing (2010) Audience Measurement Communications Strategy
Agree, review and develop
Ongoing at six monthly intervals
Internal – board members
Overall success of strategy incorporating all of below
Lyng CA Brand Refresh
Refresh and agree April Internal Develop guidelines May Internal Design and produce stationery, literature, display material, signage
June All Impact on image and awareness of the Lyng estate and Lyng CA
Website Develop design and content for key pages and publish
May then ongoing development and updating
All Website viewsDirect response to website
Tenant involvement survey
Carry out May/June Tenants Level of tenant involvement
Stakeholder image survey
Carry out May/June Stakeholders Image of Lyng CA and estate
Lyng CA media relations programme
Produce press releases Averaging one press release a month, intensifying around start on site
All Advertising valueKey messages
Lyng estate reputation management
Identify spokespeople Manage coverage of estate
Ongoing All Quality of coverage – positive v negativeEstate image surveys
Carry out media training and develop protocol
June Internal – board members/stakeholders
Quality of coverage
Community Newspaper Write, design and print Launch – June then quarterly
Tenants, wider Lyng community and stakeholders
Readership Response to newspaper
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Company ContactDetails
Source Value EnquiryDate
MeetingDate
Won/Lost
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So who are your customers?
What are your messages about Supported or Sheltered Housing?
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Top 10 tactical tips
Advertising Go long on copy Clarity of message, design & copy Plan and negotiate on media Effective but expensive
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Top 10 tactical tips
Newsletters Keep in touch Feature your audience Where they live Good for engagement
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Top 10 tactical tips
Websites Focus Update Market, adwords
and SEO Essential
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Top 10 tactical tips Social media
Review Depends on audience Clear on goals Interact Cost effective
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Top 10 tactical tips
PR – making stories National Topicality Local-ness Angles Focus on media
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Top 10 tactical tips
Power writing It’s about them What’s In It For Me, WII FM Answer ‘So What?’ Be bold Talk about benefits
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Top 10 tactical tips
Events/networking Often ignored Vital getting face-to-
face Takes time Effective
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Top 10 tactical tips
Customer information Plain Accessible Relevant Comprehensive
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Top 10 tactical tips
Direct mail Targeting Delivery Clarity of message Variable results
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Top 10 tactical tips
Other Exhibiting – pull-ups to trade shows Awards Branding Sponsorship
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Three Action Points
1. Have a strategy - to achieve goals, focus and save money
2. Understand your audiences - know them inside out
3. Choose the right tactics - so you can reach them and get across messages