Content marketing is very useful, but rarely for establishing trust and clinching a sale.
“Content is king.” Who could have guessed that those prophetic words by Bill Gates would today be such a well-worn phrase as to be taken for Gospel truth by pretty much everyone in 2014?
And who could have guessed that those same words would have taken on the misguided meaning that content marketing is king, with the 2014 gold rush to anything that can be labeled “content marketing”.
Don’t get me wrong – content marketing is a very powerful tool for many businesses in a number of different circumstances. But the mass migration to the “content marketing” buzzword in 2014 will undoubtedly lead many, many businesses to take up something that is of little value to them, and use it for the wring reasons with predictably unsatisfactory results.
The context for the content marketing craze is the realization that authority is what people and now search engines are looking for.
Well, yes, that is true. It always has been. Google always measured website authority and trust; that’s what PageRank was (still is?) all about, as well as numerous measures of topical relevance, the longevity of a domain and how trustworthy are the websites that link to it. The difference now is that Google seems to have come up with a means of measuring an individual’s authority and trust.
Of course, the expertise of an individual is important when judging the value of his or her advice. However, no algorithm can do anything but make a rough guess on that point.
How does “authority” translate into marketing your business? Is content the marketing king? I recently found myself in a discussion with someone who insisted that content marketing is crucial because you have to build trust to make a sale, and expertise is the basis for trust.
The premise of his argument is that:
A) People read articles as part of the sales process.
B) People follow writers until eventually deciding to buy.
I disagreed, at least for most businesses.
"Authority" is not necessarily what will establish trust in the minds of your customers. http://t.co/EkfcDBjjk6
— David Leonhardt (@amabaie) January 28, 2014
Before going any further, let’s agree – and I think we can – that there are many types of businesses and there are many types of customers. One size does not fit all. The question for each business to determine is what methods fit its sales process and target market.
Let’s also put aside the usefulness of content marketing in the funnel, and content that is actually part of the buying process (demos, product descriptions, etc.), well expressed by Tom Shivers. Those are fairly widely useful, and not at all about building a reputation in the hopes that eventually readers will buy.
When you are the product, such as if you are a consultant or a writer or a designer, your expertise is crucial – no question about that. Trust in you as an individual and in your expertise (authority?) is your main selling point.
When the product is ball bearings or sandals, nobody cares about you as an individual. Yes, trust is crucial, but authority is not. What do they care about?
1. The manufacturer of a product – that the product is made well.
2. The retailer – that money handed over will result in the product being delivered.
Read Also: Make a Winning eCommerce Shopping Experience
In Part II of this discussion (next blog post) we will look at how to build the trust and confidence for a product (hint, it’s not by writing articles or designing Infographics) and for a retailer, too. For now, let’s look at when the product is you – when authority can be part of the trust equation.
- Legal help.
- Web design.
- Pest control.
- Real estate agent.
- Financial adviser.
- Healthcare practitioner.
- Trainer or educator.
- Pet groomer.
- Home renovator.
In all these cases, the individual’s expertise is crucial to the value one gets from buying, so authority on a subject matter could have a direct link to consumer trust.
One of the premises of the importance of content marketing as a means of building trust and using expertise to make sales is that people will follow you (and perhaps several competitors) for a while before deciding that you are the person to hire.
This might be the case with financial advisers, marketing help and web design. And maybe if you are planning a move in advance, you would do the same thing for a real estate agent. These are services that you might know about well in advance and might start shopping around before you are ready to make the purchase. And you might very well read their articles to get an idea of what their approach is, if you feel qualified to make some kind of judgment.
Or you might just read their sales pages and look at other trust indicators – ones that take less time and attention that reading through articles – that we’ll be discussing in my follow-up post, and maybe fill in a query form and engage in a few questions.
In fact, for web design, marketing and so many other services, a visual gallery of past projects is more likely what customers want to look at. They don’t usually have the patience to read through reams of words that they know they are unqualified to judge. But most people do feel comfortable looking at pictures and deciding if that looks professional and trustworthy.
I am not saying that articles on a website are useless. I am saying to think carefully about what a prospective customer will look for, on what basis they will decide that you have the expertise to deliver, and create the content that will be most effective – and often it is not articles or Infographics.
What about a lawyer? Chances are that you won’t even look for a lawyer until suddenly you need to hire one. You won’t read their articles for months before deciding to hire one. The same thing with accounting. And with pest control. People will not read tons of articles to decide if you are trustworthy; they will make a very quick decision – they need to find help fast!
In fact, I’ll take this argument one step further. Even if you are a financial planner or a real estate agent or a marketing consultant, what percentage of your prospects do research months in advance, and what percentage wait until the last minute, search on Google or Bing (maybe comparing a few websites), ask friends for recommendations and make a flash decision whom to contact and most likely end up hiring?
Of course, if you are shopping for car parts, clothing, gadgets, etc, no individual’s expertise will factor into the buying process.
The reality is that for the vast majority of businesses – even those based upon the expertise of an individual – informative articles on a topic will not be a major factor in converting visitors into customers. There are more effective ways to establish trust, as we will discuss in the follow-up article.
That does not mean articles are useless, just not a priority in establishing trust within the sales conversion process.
Nor does that mean that article marketing, video marketing and Infographics are useless, just not as a means of establishing trust with visitors to most websites.
What content marketing does very well is to draw in people who are not yet shopping, people who are gathering information and might not yet know that they need your services – top of the funnel. They seek information, in so doing they find your article, they read, they learn, they realize that maybe they need professional help, they visit your website…and then hopefully you can make the sale.
In my next post I will discuss what, rather than articles and “content marketing”, will establish trust with potential customers once they are on your website.
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