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Four Tips for AEC Firms to Get Started on Content Marketing

Posted on April 20, 2017 by Taylor Kennedy

As in other industries, the world of architecture, engineering and construction (AEC) is relying more and more on online/digital means to prospect for new clients. You can’t expect your business development staff to only attend conferences and networking events to build your company’s brand and get invited to respond to RFPs.

This is where content marketing can help, as it’s a tool used to gain the trust of potential clients, have them understand your firm’s areas of expertise and move them down your sales funnel. According to Jump Factor, AEC firms that generate more than 50 percent of their leads online grow on average at least 250-500 percent faster than their competitors.

Following are four tips for AEC firms to get started on content marketing:

1. Provide value. Is your content useful to your target audience? It’s okay to give away your advice for free. The content should help solve your prospective clients’ problems and is worthy of your their time. For example, what are ways that a municipality can acquire grant funding for its projects? How can a utility company save time and money by using the latest GIS software? Remember, quality over quantity.

2. Define success. How will you measure your content marketing efforts? Besides new leads and clients, look at metrics such as views, shares, etc. You should strive to improve those numbers over time. Use tools like Google Analytics to generate the data that indicates how your content marketing is performing. In addition, create sign up (lead generation) forms to help track sales conversions.

3. Change it up. Don’t just write standard blog articles. Content marketing comes in different forms, such as whitepapers, infographics, videos and listicles. Keep it fresh for your audiences, who many range from developers to city engineers. Experiment with different lengths and different authors, too.

4. Make time. You have to fully commit to making the time for content marketing to have any success. Allot 1-2 hours to brainstorm and create a monthly editorial calendar. Ask your subject matter experts to spare one hour each month to help you produce content. Expect about four hours to research, write and edit one piece of content a week.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers architecture, engineering and construction companies services related to advertising, public relations, email marketing, tradeshow marketing, content marketing, public involvement and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

It doesn’t matter what United does

Posted on April 13, 2017 by Brian Lee

United_Airlines As I’ve been reading the mass media and PR trade journal articles on the recent United Airlines fiasco, I’ve noticed a consistent theme: people have critiqued how United and its CEO have responded–and I agree, it’s been pitiful–but what’s missing from these stories is that at the end of the day, it doesn’t matter what United does.

In other words, a company like United can treat its employees and passengers however it wants, it can completely whiff in responding to crises and it can continue to offer horrible service, but subsequently, it will still remain in business. That’s because United, American, Delta and Southwest are essentially an oligopoly of U.S. air travel. Consumers have few options, and these airlines know it.

It’s no surprise that consumer complaints against the airlines increases each year. Still, airlines can make flying even worse than it already is–for example, reduce seat sizes by half, charge for water and ban carry-on bags–but as soon as they dangle a special discount on a flight, consumers always will grudgingly come back.

Think about other industries, such as cable providers and cellular providers. They, too have large amounts of complaints, but with little competition, there’s no incentive for these companies to have a customer-centric focus (despite what they say publicly).

And that’s exactly why United won’t suffer any long-term damage.

Update: April 17

The New York Times published an op-ed that mimics my points, stating “an industry that is not naturally competitive … (became) an unregulated cartel. This restored profitability, but at awful costs both to customer convenience and to economic efficiency as well.”

In Hospitality, Customer Service is Everyone’s Responsibility

Posted on April 12, 2017 by Brian Lee

INTRODUCTION

In a survey by American Express, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. This is especially important for hotels, B&Bs and resorts. It is the responsibility of every employee–from the front desk to housekeeping–to provide a high-quality, memorable experience for each and every guest.

Following are a few keys to hospitality success.

HOW TO IMPROVE CUSTOMER SERVICE

Creating a customer-first culture starts with training. Make your hospitality standards a key part of new-employee onboarding.

Employees should learn your hotel’s mission and values. Your internal communications–for example, email, Intranet or department meetings–should regularly reinforce these points. A maintenance worker directing a guest to a pool or a bartender providing sightseeing recommendations goes a long way.

Senior staff members need to lead by example, according to HotelRED General Manager Jason Ilstrup, a past Wisconsin Hotel and Lodging Association Innkeeper of the Year whose hotel in Madison, Wis., has earned numerous Trip Advisor Certificates of Excellence.

“I’m out on the floor, working in all departments, and great customer service becomes contagious,” Ilstrup said. “I’m trying to demonstrate that we’re all on the same team and doing this together. Our mentality is that we’re here for the guests.”

BENEFITS TO GREAT CUSTOMER SERVICE

Contrary to popular belief, customer loyalty is not built through great customer service, according to a study by the Customer Contact Council. Instead, customer loyalty is built by “reducing (the guest’s) effort—the work they must do to get their problem solved.”

That’s why Ilstrup empowers his staff to solve issues as they arise.

“We train the staff to have the right frame right of mind, and then we never question their decisions,” Ilstrup said.

As a result of great customer service, Ilstrup said the main benefit for his hotel is not only referrals or favorable reviews, but also the “positive attitude the staff has all the time.” And that, in turn, benefits the guests, too.

RECOGNIZE YOUR STAFF

You also should establish an employee recognition program. Staff members always appreciate being noticed for going above and beyond. This is not an employee-of-the-month award; rather, it’s calling out “wins.” Your program will hopefully lead to increased productivity and high morale.

Check out what Hilton does:

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers hotels, B&Bs and resorts services related to media relations, community relations, branding, group sales, SEO/SEM and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.