By Lorraine Ball
Roundpeg

If you want to build loyalty is it more important to increase purchase frequency or purchase volume? In their book, “Meaningful Marketing”, researchers Doug Hall and Jeffrey Stamp concluded that focusing on purchase volume is 3.9 times more effective when trying to build annual loyalty.

Why? Loyalty is not static. Your competitors are always out there, trying to make even your best customers try something new. The research shows that it is best to strike when the iron is hot! When the customer is in a buying mode, help them buy. You may not get another chance later. Hall and Stamp recommend that business owners follow the lead of McDonalds, and think about supersizing the offer.

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Lorraine Ball

One of my favorite examples of marketing persistence is the story of the scientists at the 3M Company who found a use for an adhesive which didn’t stick. Originally developed in 1968, by Dr. Spencer Silver, no one saw any use for the product.

A few years later, another scientist, Art Fry developed applications to use the adhesive on bookmarks. Despite discouraging feedback from the marketing department and his peers, he believed in the potential of this unique product.

Bypassing traditional channels, he made a batch of the pads in the lab and distributed them to the secretaries of all the executives at 3M. He correctly assumed, these professionals would use the product, become fans and share them with others. And he was right! In no time at all, the secretaries and their bosses, were using the handy notepads, and calling for more.

Initial launch plans in the late 1970’s built on the same strategy as pads were sent to secretaries of executives of all major Fortune 500 companies. And the rest is history!
Post-it® Notes were successful because they were a great product, put into the hands of people who would use it, and more importantly, share it. Introduced in 11 Western states, consumers in those communities actually shipped notes to their co-workers in cities where the product was not yet available.

Everyone needs a great secretary

You simply have to find your “secretaries”, people who understand your product and will share information with others! Begin with your most loyal customers, asking them for testimonials and referrals.

Then, the next time you go to a networking event, shift your focus; instead of trying to find your next customer, look for people who call on your customers. These strategic connections will become your best secretaries over time. If they truly see the benefit of your product or service, just like the secretaries and the Post-it® Notes, they will become evangelists for your brand.

Of course, in return, you need to be their secretary, too. Networking is a two sided process. If you want other business owners to carry your message to the marketplace, you have to be willing to carry theirs.

Be patient, these relationships don’t occur overnight. It takes time to turn a customer or strategic partner into a raving fan!

There is another important lesson in the 3M story. Although not really a networking lesson, I would remiss if I didn’t point the successful launch of this product began with a free trial.

People Need to Try Before They Buy

Even after 3M execs were hooked on the product, they still couldn’t figure out how to get others to buy it. Simply describing the benefits was just not enough and the product received mixed reviews in the market.

Sales really took off when they distributed free samples in office supply stores. Sampling works with products and services. Take a lesson from 3M – Accelerate your brand growth by demonstrating your expertise or giving away a small free sample to people with the potential to be your secretaries and tell your story to others.

A twenty-year veteran of corporate America, Lorraine is an accomplished marketing professional, who has won regional and national communication awards. She is a certified teacher, facilitator and college instructor. Lorraine Ball is a frequent guest panelist featured on “Sound Advice,” the popular online audio program from What’s Working in Biz.

Her articles on marketing, team building, and business development have been featured in Contracting Business, The New York Forum and The ACH&R News. In addition, her books: “The Entrepreneur’s Notebook” and “The Confessions of a Networking Junkie” are quickly becoming “MUST READS” for new bu siness owners.

Today, her company, Roundpeg http://www.roundpeg.biz helps small business owners discover the secrets to big company marketing!