Transcript
WEBVTT
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A relationship with the right referral partner
could be a game changer for any be
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to be company. So what if
you could reverse engineer these relationships at a
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moment's notice, start a podcast,
invite potential referral partners to be guests on
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your show and grow your referral network
faster than ever? Learn more. At
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sweetish Mediacom you're listening to be tob
growth, a daily podcast for B TOB
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leaders. We've interviewed names you've probably
heard before, like Gary Vander truck and
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00:00:34.619 --> 00:00:38.530
Simon Senek, but you've probably never
heard from the majority of our guests.
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That's because the bulk of our interviews
aren't with professional speakers and authors. Most
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of our guests are in the trenches
leading sales and marketing teams. They're implementing
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strategy, they're experimenting with tactics,
they're building the fastest growing BTB companies in
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the world. My name is James
Carberry. I'm the founder of sweet fish
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media, a podcast agency for BB
brands, and I'm also one of the
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CO hosts of this show. When
we're not interviewing sales and marketing leaders,
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you'll hear stories from behind the scenes
of our own business, will share the
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ups and downs of our journey as
we attempt to take over the world.
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Just kidding. Well, maybe let's
get into the show. Welcome back to
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beb growth. I am your host
for to day's episode, Nikki Ivy,
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with sweet fish media. Guys.
I've got with me to day Neil Morgan,
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who is chief marketing officer at go
cardless meal. How you doing today?
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Great, great, thank you,
thank you, it's great to be
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here. Then, I'm so excited
you came to talk to us today.
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So I've been having these conversations with
marketers about how, you know, we're
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all kind of there's this temptation really
all kind of do the same thing because
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we're all having access to the same
information that tells us the so called right
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way to do things. But what
you're going to help us talk about is
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three different approaches to content marketing that
we can look at just to make sure
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that there's some differentiation and how we
tackle this thing. But before we dig
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into all that, neal, I
would love it if you would just give
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us a little bit of background on
your cell phone with you and the folks
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that go Carlos have been up to
these days. Cool. So we up
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to so. So I'm a bad
Marketa, I think, like a lot
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of a lot of folks listening to
this. I've been doing it for thirty
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years this month, Nicky, so
sit hit a little about that and something
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it's my passion. Is somew I've
loved, you know, build my career
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around. I loved every minute of
every day I've been doing this. Worked
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in technology companies all that time.
US Technology Company's like Oracle, like adobe,
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and then British technology companies over here
in London, like sage, and
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then for the last year here at
go Carlos, which is about a throne
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fifty person Fintech Financial Services Technology Company
which has a global customer base about Fiftyzero
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customers who users to solve that payments
problem, particularly because companies that collect money
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on a regular basis to subscriptions globally
and we solve that problem for them and
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provide them with a payments platform.
Yeah, I think that. I read
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some some number of like something like
seventy percent of of folks around the globe
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are are using you guys, are
doing some type of transactions with that uses
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your technology. Is that right?
I will unfortunately not learn again unfortunately not,
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but I wish, but one day
I will know that happened. But
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we seventy percent of the world's markets, the world's economy. We cover our
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so if you want to do training
and anyone to seventy percent of the world's
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economist you can collect from customers any
one of those markets. We about Fiftyzero
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customers. And then we got a
marketing team here which we're just growing significantly
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actually, from about a dozen people
a year ago to out forty, forty
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five people now covering all the different
functions of marketing, from product marketing to
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brandon cons to demand, to you
name it, two digital to you,
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to every moving part. I love
it. Yet that's the idea, the
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idea that I was getting out with
the seventy percent. I'm I messed that
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up. So thanks. We're getting
back on track. But maybe I just
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spoke something really beautiful into existence.
Where you get and you're on the right
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track with content marketing, and what
you're going to talk to us today about
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is these three different approaches to content
marketing. So content marketing as a publisher,
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content marketing as a benchmark and content
marketing as an advice hub for you
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get into those. How about you
just give us a big sort of overview
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on the state of things as you
see it and how we got to this
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point where we're looking at these different
approaches? Well, will come time.
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Marketing for all of us in marketing
has become one of the pre eminent techniques
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that were using, particularly in be
to be marketing to engage with people.
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It's suits be to be marketing,
of course, because we by the did
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one of the biggest differences with B
Toc is a longer sale cycle with a
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number of people in a business.
So you want to engage people over a
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period of time, which means you
need a reason to do that, and
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so engaging in developing and sharing interesting
content is an obvious natural thing to do.
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If the wethers ten of fifteen years
since, particularly pub spot as a
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brand, as in big US software
company, really develop this field, really
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innovated in the area themselves and then
perpetuated so. So it's become a pretty
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standard practice and I think most BB
marketing teams will have a core of content
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marketing at its heart and probably maybe
hard half of the team is around that.
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It's seen a lot of teams that
have only built a strategy on content.
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And the reason that works is because
we also know that in a BW
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buy cycle, up to seventy percent
of the buying cycle happens before the potential
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purchaser gets in touch with the brand
they're going to buy front right. So
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we know that and so so that
that research is going to happen. That's
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seventy percent. Is the research that
they're doing online, offline, in events,
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in their networking, which is going
to influence them before they even pick
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up the phone to you or come
to your side. So you better be
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out there engaged in the community,
in the conversation, talking about it and
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understanding where that's happening. So this
is not maybe the first lesson is it's
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not about just advertising, it's not
just about broadcasting your story and your content.
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That's it's almost, in fact,
one of the first things I say
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to the team. Does we're building
teams here. It's about first off,
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it's about listening. So when we
when we set about orienting the marketing strategy
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that are go Carlos, around content, the first thing we did was go
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look at the data and obviously so
much a marketing is data driven now,
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particularly the SEO data and the social
data to say where is the conversation happening?
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Now? In that case that's around
payments. So we went off and
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looked out. Okay, where are
the major conversations around payments happening? What
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are the trends in payments that are
being talked about? One of the communities
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that those conversation is a taking place
in? And then we can look at
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all. Right, what? What? What's the level of knowledge already?
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Was that participation in that conversation?
And then how can we add value?
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And I think that, again,
that's maybe the second point, and it
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is coming at it with a real
intent to add value. Is Be not
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about just wanted to sell your story
as not going to help. You really
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going to want to bring value to
people's lives and helping them understand the area
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thinking about. And so that means
you've got to have something interesting to say
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and ideally something that's new to say, that's as well informed leads them into
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strategy. Yeah, and I think
that's that's important. What's that? The
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heart of what you said right,
is understanding that your organization is not simply
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like folks woop cell into this industry. Rather, we're members of this industry
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right. I sold into real estate
closing technology or real estate closings and title
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agencies in here in the US for
a little while and that was sort of
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the key differentiator. Was a lot
of the content that other folks were putting
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out was like talking act or talking
to the folks that they were attempting to
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sell. Two versus, you know, having a conversation with them. And
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I think well executed content marketing in
the way that you're talking about is having
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a conversation as a community, as
a member of that community. So talk
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about what that looks like when content
marketing is happening. As a publisher,
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or as a brand, as you
put it, for every it's like an
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approach to do so that would be
the idea that you'd want to establish a
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brand may be independent of your own
brand as a publisher. I'm so so
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this. The fascinating thing I've loved
about content marketing for last fifteen years is
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it brings publishers and and and and
brands together. So that might be partnering
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with a publisher, it might be
a big publisher. The typical way is
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go and pick one of the big
publications in your industry, partner with them
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and figure something out and then the
logical next step is, okay, how
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about we launched our own brand,
our own publication independent of ours, you
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know, one's own brand, and
then try and set up as an authority
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that wants to host that platform of
conversation and industry. So the example for
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project I was lucky enough to work
on was doing exactly that about ten years
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ago with with the Dobe, with
what we were aiming at was the marketing
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community and we set up a brand
called cmocom and it exists today. You
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can go and take a look at
it. It's a great platform for marketers
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actually, and it's still one of
my influences today around particularly advertising and CMO
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level issues. And that was and
that still remains owned by the David so
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you'll see there's some sub branding there, that there's very much in the background.
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The foreground is the CMOCOM bround and
that's got its own editorial team,
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which we set up back in the
day, its own staff, its own
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writers, it's so podcast interviewers,
its own research has its own graphic design
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artists, you name it as a
whole editorial team. Now, obviously that's
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a really expensive thing to do,
really trying thing to do. That was
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a pretty big brand, pretty ambitious
thing to do, but gives it gives
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the benefit of having an independent platform
to talk about the issues, which actually
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means it gets away from the obvious
vender angle, so people are a lot
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more open to it. Gives you
a better platform to publish on and speak
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to and probably as a way of
attracting other content from outside the brand,
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is a great way to do that
as well. So they've been running that
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now. I think we launched that
back in about two thousand and eight,
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so it's over a decade old and
it's definitely work up. It's a really
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incredible example. You answered one of
my questions that that kind of came up.
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It's going to ask. Why do
you think we see less of that
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apros in any other and you you
said it's it's likely because it's the more
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expensive approach. What with the noise
we're seeing in so many other channels and
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approaches, it seems like resurgence of
that might be a good idea for some
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of the some of the bigger players
out there. I want to make sure
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we get to all of these souls
move to this this next of person.
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We talked about, which is content
marketing as a benchmark. Explain right,
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is like an exam question. So
so this is the idea that we are
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with all go information that is useful, and particularly in a lot of the
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products that we sell. A lot
about products have become services, and the
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benefit of that is that we collect
a lot of data about our customers.
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Right, we're all collecting a lot
to data about our customers, might be
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directly, that might be via social
platform subscriptions or whatever we do, and
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that data the Angriga, not personal
data. Of course, the aggregate can
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provide a lot of insights that people
want to know about. So I think
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that's in sideful. Content marketing is
data driven increasingly, and so if you
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can leverage some of your own data
or proprietary data in an anonymized way and
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maybe draw correlations or research or anything
that taps into what's going on at the
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moment in the world and how your
view of it can really underlie what is
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it that you're doing that connects with
other people and can inform what they're their
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options or they might do. So
some of yeah, I've done two or
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three times in different places. A
good example I give you with the about
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six years ago, a social vepors, which is a social analytics marketing company.
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We took all the data that we
had about social marketing, so what
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people were doing on on facebook and
on twitter, particularly around social customer care.
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So this have been brands really weren't
using social platforms for customer care,
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but the customers wanted to engage with
them on social platforms. So we benchmarks.
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We set look, what's it?
What's an acceptable benchmark for answering questions
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on facebook? It's okay, it's
like like sixty percent of questions get answered
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in twenty four hours. At the
time nobody was answering anything in any length
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of the time through ignoring their customers. And we set about making that benchmark
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and publicly making it public and naming
and shaming brands that were and were living
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up to those those benchmarks, major
global companies, and that really got the
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attention. As you can imagine,
if some of those companies who then went
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put a lot of resource into that. An example I give would be KLN,
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the airline out of Amsterdam. We
put in their contact center team a
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service level of agreement to do a
fifteen minute turnaround answering questions on facebook and
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twitter and now they do answer like
ninety seven percent of their questions within about
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fifteen minutes. They adver ties that
on the twitter handle. So so so
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that was that became a global standard
and it was a global it became a
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global benchmark for measuring how to do
social customer care. In that case,
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now I I brand could take their
own data, how they see that customers
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working and serve that up in a
different way. So there's lots of lots
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of different ways of doing that.
The data platforms now so much more accessible.
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Getting up, getting a day's round
lest being able to run those numbers,
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match Um and then publish it,
I think provides fascinating content. So
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really right way, really effective way
of engaging with people. Yeah, it
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sounds like I don't think anybody wants
to be a named in shame and it's
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a good way to sort of turn
that around, right as more organization.
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Rather than operating from this place of
fear, operate from being super proactive and
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just saying, all right, how
do we control this narrative or how do
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we tell our story? First?
Will First we get to be better at
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it and don't be shamed. A
ball in this situation, because it seems
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like you guys probably ended up in
lighting a fire under a bunch of people
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with that, with that approach.
I love it. But I think that
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this third one is one that a
lot of us are a lot more familiar
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with, and that's content marketing as
an advice hub. But I'd love to
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hear you give us some some examples
of that and how it's effective. Well,
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right, that's definitely be the most
popular way of doing kind of marketing,
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is to share advice to help people
out. I think it's the it's
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the intent is genuine. That's that's
really valid. We've mentioned hub spot,
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which is it the market as a
great source of advice. I just feel
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that it's on any company, and
companies have, looking around our business,
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you know, grow a wealth of
knowledge about how to do something, but
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so often that knowledge remains within the
four walls of our businesses and is such
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a win win to go and find
out and uncover maybe from the support desk
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that you've got supporting your customers,
from the consultants that you have, the
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people that deal with customers on a
daily basis and have those insights. So
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so well, how would you like
to share some of that right, tap
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into that and, you know,
create some content that maybe share some insize
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or some best practices or some tips
and tricks and publish it. So it's
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not a new thing to do,
but any brand can do that, however
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small or how large you are,
and I think it's kind of on us
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really in the economy today to do
that, that to help the allow given
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gamerly, so something done a few
types on some great examples of that.
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My last business was a company gold
stage of counting software firm and we built
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a thing called sage advice, which
you can see out there today, which
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is to help small businesses deal with
all the paid growing pains of running a
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small business. How to fire its
actually turn you know, how to think
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about cash flow, how do higher
people. Is a great today, great
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advice platform through a small business and
recommend sage advice and that's been translated into
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many languages around the world. Now
to build that we've brought together and editorial
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team about five years ago that we
created here in London and eventually around the
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world to capture that content internally.
Say you're taking like thirtyzero calls a day
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on the support best cat just some
of that knowledge and actually help you flat.
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So that's that wrote really well.
People loved that and that had great
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engagement. Well, about this approach
is that it's something that can work even
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at the individual level or for those
who don't have a lot of resources.
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I think that that's what we're seeing
a lot of when you see the folks
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on on Linkedin who are sort of
advancing their own thought leadership initiatives, their
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own branding initiatives to people who are
doing it right are, in my humble
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opinion, are in the way it
will in. Those wore succeeding objectively are
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the ones who are approaching it from
this you know what have I learned and
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how can I give that away in
a way that that's valuable in it,
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if I'm doing it right, elevates
the profession right and makes people's lives and
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jobs easier. So I write at
maybe why I tend for it. That
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one was well ahead. I agree. Yeah, I agree that kick for
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the key to it, of course, is being responsive as well and listening
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to the feedback and tuning that and
bringing people into the conversation. So I
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think building on a platform the conversational
is really important. We're actually just we're
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just really launching our blog here,
a cardless which is about payments. Obviously
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says about helping people get paid.
And the blog actually hasn't been conversation.
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When I got here it was a
water by eat blog. It was a
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it was broadcasting but not listening.
So I think in a couple of weeks
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time we're launching our blogs. It
sat the solving or conversational platform, but
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advice. All Right, I know
that we we didn't block off much more
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time than this, but I gotta, I got to get in your hair
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just a little bit, now that
I successfully picture brain and see what I
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could get out of it. It's
time you to tell us meal about what
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you're putting in it. Talk about
a learning resource that you've been engaging with
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you recently that you know in forming
your approach that's just got you excited these
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days. Yeah, yeah, well, you know, there's two or three.
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I'm mentual. The House poot block
is still great. There's a there's
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a great pocket. Your podcast is
fantastic and internationally, I think, getting
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more well known. There's a let
me recommend a British podcast on marketing called
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the real marketing wrap by a gray
guy called Joe Edwards. She used to
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work with me in a couple of
places. Actually a really creative marketer who
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brings different people to the table every
few weeks and publish as a great,
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great podcast. So totally recommend that
as a result, as well as the
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ones I mentioned earlier, like up
spot and semi DONC. Yeah, yeah,
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I can't wait too to listen to
the real marketing grap I'm always looking
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for other folks to learn from us. One of my favorite things to do,
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and I love podcasts as an I
know, neal, that dislike me.
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After you've come here and just laid
out all this, all these duel
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all this valuable stuff for us.
Like me, everybody listening is has become
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a best fan of yours and is
going to want to know how to keep
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up with you. So tell us
how post can connect with you. Meal
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Joe. That's ways. is on
twitter, mail underscool Morgan at a Il
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under school Morgan, and so I'd
love to get Dan on twitter. Following
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on twitter generally published most stuff around
what we're doing in marketing right now,
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or something that's going on is the
rugby will cup at the moment, which
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may all be big in the states, because the bad news is England just
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beat the US by far a lot
of points, not many. So that's
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probably another popular stuffing. But rugby
is one of my passes as well now
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I love it. Another little nuggetive
of you. UHUM. So there is,
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there is so much that I'm sure
you could teach us all, and
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so the only solution is I'm just
going to have to have you on again.
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You're just going to have to sit
across from again. Sorry, I'll
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reach out to that end, but
from now we'll close it out. Thank
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you so much, meal, for
coming on the show and talking to us
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about these three approaches to content marketing. You welcome to go ahead and if
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that's very much, we totally get
it. We publish a ton of content
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on this podcast and it can be
a lot to keep up with. That's
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why we've started the BETB growth,
big three and no fluff email. That
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00:20:51.400 --> 00:20:56.279
boils down our three biggest takeaways from
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today at Sweet Phish mediacoma big three. That sweet fish Mediacom Big Three