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Blog posts tagged copywriting

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What can a Katy Perry lyric teach you about customer communication?

December 15, 2015 by Andy Bounds

Katy Perry{{}}My daughter was listening to the song Firework by Katy Perry the other day.

The first line says: "Do you ever feel like a plastic bag?"

And I thought: "No, I don't actually". So I stopped listening.

Then, I received a marketing email with the title: "Are you a new author living near Croydon?"

I said to myself: "No. But I'm a best-selling author living near Liverpool." (Sorry if that sounds a bit big-headed but it's true; my books have sold pretty well.)

And perhaps my favourite of all…

I once received an email called "Looking for a hair makeover for the weekend?". One quick glance at my photo will show why I didn't think this email was meant for me.

The fact is, many communications start like this - with something irrelevant, or dull or both. But, if you want people to engage with you immediately, you have to start well.

When you do, you both feel better. Your recipient knows why they should listen. So they do. And this improves your confidence as you deliver it.

Everyone knows the importance of first impressions. I guess that's why, when I share this idea with people, they normally say "but my first impressions are always good."

But are they? Or do you sometimes use:

  • Boring intros: "Let me update you with everything I have been doing since we last met".
  • Boring titles: "About us" or "Our experience"
  • Boring words: "agenda" or "summary"

Hardly riveting, are they?

Fortunately, it is pretty easy to do it better; and engage people better as a result.

In fact there are only two steps:

  • Identify the #1 thing they're most interested in (the easiest way to find out is to ask them); and
  • Include this #1 thing in your title/introduction.

For example, let's re-write the above three, assuming you're talking to someone whose #1 thing is to improve their competitive advantage:

  • Interesting introduction: "Our key focus is to improve your competitive advantage. So, I'm going to update you with everything I've been doing to help you do this. And also what I'll be doing next."
  • Interesting title: "How our experience will help improve your competitive advantage".
  • Interesting words: "Agenda" becomes "The purpose of our meeting: finding new ways to improve our competitive advantage".
  • "Summary" becomes "So let's look again at the main factors impacting our competitive advantage; and then decide what actions we'll take to improve ours".

A great start doesn't guarantee a great outcome, of course. The rest of your communication must be good too. But start badly, and you might well never recover.

My tennis coach's says I should improve my serve because, when I get it right, it enables me to dictate the point more than any other shot. In his words: "your serve is the only shot where you aren't reacting to your opponent. So it's the only shot you have 100% control over. Do it well, and they have to react to you. So it sets the tone for everything that follows."

When you communicate, is your first serve - your title and intro - impressive enough? Or do you sometimes feel like you're a plastic bag?

Copyright © 2015 Andy Bounds is a communications expert, speaker and the author of The Snowball Effect: Communication Techniques to Make You Unstoppable. You can sign up for his free weekly tips.

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How to build a brand with words

June 23, 2014 by Marketing Donut contributor

Copywriting{{}}Most of us are pretty clear about the importance of design when brand building, but we are often less sure about which words to choose to bring our brands to life.

But every time you put pen to paper you either engage or disengage your customers. Words matter and brands that tell their stories as well as showing them win hands down. Successful brands like Apple and Volkswagen match the words to the visuals to create a strong voice.

Content marketing and social media

Twitter, instant messaging, texts, online chat — they’re all proof of the power of words. How many times have we heard about people forming long distance relationships online, with only words at their disposal?

And think of how much information we find on the web before purchasing just about anything nowadays. Reviews, descriptions, listings and websites all contribute to our decisions to buy.

So how do you build a brand with words?

  • One way to establish the right tone of voice it to think of your brand as a person — what sort of conversations are they having?
  • Capture your audience’s attention immediately — you have about three seconds for online content and not much longer for offline, so assess your content as if it’s the first time you’ve seen it.
  • Don’t overcomplicate your message — differentiate between things you find interesting and your genuine USPs that will convince customers to buy.
  • Focus on benefits not features. Features have their place but nobody was ever driven to buy a widget because it was only 1cm wide. They were driven to buy it because its slim width is a key advantage.
  • Edit, edit and edit. Revisit and edit again — get the picture? There will be times when your message is muffled by excess wordage. So lose the waffle. Less is more.

Finally, assess your writing capabilities honestly and if writing isn’t your thing, get help. You can keep costs down by doing as much groundwork as possible, putting all the content together in one document. Most copywriters charge by the hour.

Sara Ruber is the director of creative agency Become.

Improve your customer communication in 20 seconds using the 'find' function

September 18, 2013 by Andy Bounds

Improve your customer communication in 20 seconds using the 'find' function/computer key F Find{{}}A company recently asked me to review one of their proposals.

I quickly realised they had made the common mistake of talking too much about themselves and their proposition, and too little about its impact on the beneficiary.

So, I used the “find” function in word, and discovered that their 22-page document contained:

  • Their company name 149 times (the customer’s name appeared 5)
  • “we” 78 times; but “you” 11
  • “our” 51: “your” 7

Not customer-focused… in what was supposed to be a customer-focused document.

It took me under 20 seconds to find this out. Their response: “We’re devastated. We had no idea. We’ll never write like this again.”

And they haven’t.

How many techniques are there that can change you forever and in only 20 seconds?

What you can “find”

Here are examples of what you can search for using “find”:

  • The word “you” and the beneficiary’s name. These should appear more times than “we”/your name. It’s worth checking every document for this — your proposals, brochures, website and so on.
  • “And” and “but”. People often use these words to join two short sentences into one long one. But long sentences are harder for people to read quickly.
  • Words that you know you use a lot.

Quick improvements

If your searches uncover things you don’t like, the solutions are straight-forward:

  • Change the focus from “We do X” to “You want to achieve Y. We can help by doing X”.
  • Replace “and/but” with a full stop.
  • Use a thesaurus to find alternatives.

This is one of those tips that you might feel you don’t need. But my customer didn’t think they needed it either. And since it only takes 20 seconds to do, it’s worth trying. You never know what you’ll find.

Action point

Choose a document that is complete/near completion. Search for the words that will show you what you need to know about your content. Make the changes you need to transform its impact.

Andy Bounds is a communications expert, speaker and the author of The Snowball Effect: Communication Techniques to Make You Unstoppable. You can sign up for his free weekly tips here.

What great novelists can teach you about writing copy

September 02, 2013 by Rachel Miller

What great novelists can teach you about writing copy/know the rules printed on typewriter{{}}The golden rules of writing apply whether you are writing a novel or a blog. Your purpose should be to get the reader’s attention and keep it. You want them to go away with a clear understanding of your core message and ideally, be so impressed that they spread the word about what you’ve said.

The recent death of crime writer Elmore Leonard — known as the writer’s writer — has put the spotlight on his significant contribution to the world of fiction and film. His 45 novels — he was writing his 46th when he died — include many titles made familiar on the big screen, such as Get Shorty, Out of Sight and Rum Punch (which was filmed as Jackie Brown by Quentin Tarantino).

Leonard shared his golden rules in an essay on writing. George Orwell did the same. Stephen King wrote a brilliant book called On Writing. So what can these great fiction writers teach us about writing marketing copy?

Cut out the boring bits

Elmore Leonard said “never open a book with weather”. In other words, avoid unnecessary scene-setting. So if you are writing a blog, make a bold statement at the top and then expand on it and back it up. On your website, highlight what you offer before you go into the history of your firm.

It’s good practice to wait before you send or publish something online. Read your writing back a few hours later and delete anything that deviates from your main message.

Keep it simple

George Orwell said: “Never use a long word where a short one will do. If it is possible to cut a word out, always cut it out.” These are wise words.

Leonard, King and Orwell also agree — adverbs are the work of the devil and dialogue should always carry the word “said”. In the world of fiction, that means avoiding phrases such as “he admonished gravely”.

What can this teach us about copywriting? Use simple language to make your points clearly. Short sentences are better than long ones. The simplest words are the most powerful. Verbal trickery is a distraction.

Kill your darlings

Leonard said: “Avoid detailed descriptions of characters. Don't go into great detail describing places and things.” And, for good measure, he added: “Try to leave out the part that readers tend to skip”.

Stephen King put it another way. He said: “Kill your darlings”.

It’s tempting, when you are writing a blog or white paper, to include all your knowledge and expertise. There’s so much you want to say. One way to avoid unnecessary rambling, is to think of your blog or white paper as a story and cut out anything that detracts from the plot.

Avoid clichés and jargon

Leonard said: “Never use the words "suddenly" or "all hell broke loose." He also said: “Use regional dialect, patois, sparingly.”

Orwell said: “Never use a foreign phrase, a scientific word or a jargon word if you can think of an everyday English equivalent.”

The message is clear — avoid clichés and jargon. Cliches cause readers to disengage. They skim over these familiar but ultimately meaningless phrases and before you know it, you’ve lost them.

Jargon is another no-no. Sure, every industry has its acronyms and technical terms. But make life easier on your readers. No matter how clued up they are, write in plain English. And don’t forget, your in-house terminology may not be at all familiar to your customers.

Exclamation marks and other distractions

Leonard said: “Keep your exclamation points under control. You are allowed no more than two or three per 100,000 words of prose.”

You’re not writing an epic novel — so I would avoid exclamation marks altogether. They are a clumsy way to flag up a joke or any strong statement. It’s a bit like saying “ta da” after you’ve spoken. F Scott Fitzgerald said it was like laughing at your own joke. According to the BBC, there's a word for it — bangorrhea.

Above all, exclamation marks distract the reader. The same goes for the practice of adding quote marks to "unusual words" — much better to change the words and drop the quote marks. Similarly, avoid capitals as much as you can. Giving Some Phrases Initial Capitals is another major distraction for readers.

The online advantage

Happily for anyone that writes marketing and sales copy online, there are lots of additional ways to make your messages stand out — ways that novelists may not use.

Headings, sub-headings and bullet points attract readers and allow them to find their way around your writing. Summaries, handy hints, useful links, images and infographics support your messages. And social media, SEO and email give your writing rocket fuel to reach the widest possible audience.

Content marketing has become so powerful today that you can’t afford to miss a trick.

Rachel Miller is the editor of Marketing Donut.

Are you talking to me? How to pull people closer with your writing

April 18, 2013 by Sharon Tanton

Are you talking to me? How to pull people closer with your writing/pop art women whispering{{}}Why does good writing on websites resonate? Often writing strikes a chord because the writer seems to encapsulate something you were already thinking. They capture an idea that was swirling around in your mind, and they skewer it perfectly. That’s it, you think! That’s what I meant to say! That’s what I need to do!

The intimacy that this kind of resonance creates is powerful. We trust people that understand us and share our view of the world. We want to get closer to them.

So how do these writers do it? What’s the secret for writing so it feels like a one-to-one conversation?

Sadly there is no magic formula, but there are some techniques you can learn which will give your writing more power, and make more people feel that you are genuinely talking to them.

Write with a real person in mind

Picture someone you know well — a client you’ve been working with, a colleague you know inside out — and tailor your writing precisely for them. This act of visualisation will set the right tone. You want writing that feels like a conversation, not a lecture.

Be specific

Don’t tackle too broad a subject. It’s better to be deep than wide. You worry that fewer people will read it? Perhaps, but it means that the people who do choose to read it are already in the zone. Your niche headline will pull in the right readers, who in turn are more likely to share it with their circles of like-minded contacts. Try and be everything to everyone and you end up pleasing no one.

Give something of yourself away

There’s nothing like a spot of confession to make people feel more inclined to warm to you. I’m not suggesting you fill your business blogs with your deepest darkest fears, but revealing something of yourself instantly makes your writing feel more intimate. If you want to see this done brilliantly, sign up to Chris Brogan’s newsletters. He’s the master of copy that feels like it’s written just for you.

Be brave

Don’t be afraid to tackle difficult subjects. Some of the strongest writing touches us deeply because it taps into things we’re not even admitting to ourselves that we’re thinking.  It’s a cliché to ask clients what keeps them awake at night, but writing that addresses those issues in a helpful way demonstrates that you understand, and will be welcomed.

Be useful

If you know your clients well, you’ll know precisely what it is that they’re searching for, and you can provide the answers or guidance that will help. The right article, at the right time, creates that buzzy serendipitous feeling that gives your writing power.

Sharon Tanton is an expert contributor to Marketing Donut, creative director at Valuable Content and co-author, with Sonja Jefferson, of Valuable Content Marketing.

Once upon a time - why your business needs a story

December 19, 2012 by Sharon Tanton

Once upon a time - why your business needs a story/onve upon a time in type{{}}We write a lot about the need to talk about your business in a way that’s free from jargon, in language that your clients understand. It’s all about being likable and making connections.

Stories, rich in plot and studded with metaphors, like those you remember from childhood, can help you build even deeper roots into the hearts and minds of your clients.

Writing your business story is a creative exercise. It’s not like any of the other writing you do — very different from blogs or sales proposals — and you need to approach it in a different frame of mind. Fire up your imagination, prepare to be playful, and silence your sensible side for a while.

Five steps to finding your business story

1. Once upon a time

All stories need a beginning. Where did yours start? Describe the world that existed before your business burst into the world. Use metaphors and analogies. Were your clients stumbling around in the dark before your services lit up the path ahead? Were your customers tangled in a mire of misery before your products transformed their lives? You have permission to be silly here — no one’s going to see this draft so write as freely as you can, without inhibition. Go off at tangents. Dig for emotions. Make yourself laugh.

2. Your hero

Your story needs a character, and yours is your client. What are they like? Mild-mannered and meek? Powerful but lost? Embattled under siege? Jot down as many ideas as you can. Don’t censor yourself. Think in archetypes. The knight in shining armour. The soldier on the front line. The earth mother. At this stage it’s perfectly permissible to have a hero who is a cross between Basil Fawlty and Mother Theresa. Go with the flow and keep going.

3. The obstacle

What is standing in your hero’s path? A fire breathing dragon? A bottomless pit? A 3,000-strong braying mob? Describe the hero’s obstacle in a way that captures its emotional power. Bigger obstacles make for better stories. Overcoming one cross wasp isn’t going to grab anyone, but make it a buzzing cloud of killer bees and people will keep listening.  (Yes, I know, in reality your client’s problem is just slow running IT or a difficult ex-business partner, but focus on how that obstacle makes your hero feel.)

4. The final battle

The climatic point in any film and the page-turning dash to the resolution of a great book. Describe the final battle. How does your hero slay the monster? How does she solve the giant Rubik’s Cube that’s standing between her and the door to paradise? Which powers does she use? What does that power feel like?

5. The happy ever after

Describe the world after the battle’s been won. How is it better? What does the resolution do to the landscape? Think of the words that best capture the spirit of this new age. Is it calm? Ordered? Peaceful? Joyous? Throw in some analogies — “like the day after the great storm”, “the first rain after drought”, “dawn breaking after a long night of the soul”. Don’t be scared of pushing it — this exercise is all about searching for words and images with the emotional power to resonate with your audience.

And now what?

Read through what you’ve written. Look for threads — ideas and thoughts that can be linked together to form a narrative. Now’s the time to edit hard. Words or images that are too left field can go. They’ve served their purpose. Stick with the ones that feel right to you. Trust your intuition here. What would you feel comfortable saying? (Say them out loud and see which ones come easily and which ones make you stutter.) Which ones would help explain what you do to your dream client?

The power of a good story is it is memorable; easy to tell and retell. It grabs people, burrows deep and stays with them. What’s yours?

Sharon Tanton is an expert contributor to Marketing Donut, a freelance copywriter and marketing consultant and a Valuable Content associate.

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