Roger Wigington: Wow Your Crowd: How Content Marketers Can Create Powerful Audience Connections

“Perhaps more than any other art form, comedy cannot exist for its own sake,” according to comedian Andrew Orvedahl in an essay published a few years back. “Comedy requires a bond between performer and audience. And if either ingredient sucks, comedy doesn’t happen.” He’s right, but we could swap in content marketing for comedy and the statement would still hold plenty of weight. If your content isn’t connecting and resonating with your audience, it may as well not exist. This is one of the most critical skills of the discipline, and also one of the most difficult to harness. While a standup comic can read the room, scanning faces in the crowd for signs of reception and gauging the volume of laughter and applause, content marketers face a greater challenge. We can’t typically interpret reactions in such a direct manner, meaning we must lean on our intuition, research, and analytics to assess whether our efforts are hitting home. To help you master this essential capability, we enlisted some of the best in the biz when it comes to understanding and relating to their audiences in an authentic way. Their guidance for show-stopping performances are featured in our new interactive experience, Witness the Greatest Content Marketing Show on Earth, courtesy of TopRank Marketing, Content Marketing Institute (CMI), and a lineup of awesome CMWorld speakers.

The Greatest Content Marketing Show on Earth

Today we’ll explore their (and our) specific insights around the vital art of audience connections.

Three Keys to Creating Powerful Audience Connections

#1 - Learn About Your Audience

MarketingProfs Chief Content Officer Ann Handley is basically a comedian and content marketer wrapped up into one package (her contribution to the CMWorld preview literally opens with a joke, which is the least surprising thing ever). As such, her advice on this particular topic is especially pertinent. “Delighting your audience includes understanding your customers, and understanding how your prospects or customers interact with your brand,” she says. One of her suggestions for doing so is to “Undercover Boss your own brand,” referring to the television show in which corporate executives step into a low-level roles at their companies — incognito style — to gain a more accurate understanding of what’s really happening in the trenches. [bctt tweet="Sign up for your own service. Opt-in to your own email list. Place a call to your support center. Interact on your social channels. Ask a customer care rep what patterns they see day in, day out. — @MarketingProfs" username="toprank"] At TopRank Marketing, completing due diligence around the people we hope to reach — their aspirations, pains, and needs — is an integral component of launching a new content program. As Ann suggests, it’s important to adopt your customer’s point of view and gain a truly empathetic perspective. Sometimes this means simply asking ourselves questions in a different way. Instead of “How can we raise brand awareness?” ask “Why would people want to be aware of our brand?” Instead of “How do we define success for our marketing efforts?” ask “How do we define success for our audience?” As any comedian knows, just because a joke is funny in our head doesn’t mean it’ll be funny to a room full of strangers.

#2 - Confront the Personalization Conundrum

One of the most pervasive hurdles in modern content marketing is personalization at scale. It’s written about often, here and elsewhere, because it’s a pivotal objective and also a paradoxical dilemma. As Marketing Insider Group CEO Michael Brenner astutely (and humorously) puts it, the phrase itself seems to be a contradiction: [bctt tweet="Personalization at scale is kind of an oxymoron like 'jumbo shrimp.' I love shrimp. And content marketing. So if you love shrimp and content marketing, we have a lot in common. See what I did there? — @BrennerMichael" username="toprank"] He goes on to note that the ways to overcome this discrepancy are to “know something about your audience” and “be able to deliver a tailored piece of content to those unique characteristics.” “It doesn’t have to be individualized,” he adds, “just tailored.” Content marketers can accomplish this by creating more defined and descriptive audience segments (or personas). This is fundamental to our approach at TopRank Marketing, and it can take many forms. Sometimes it’s about whittling down your target audience to the most valuable prospective customers and tightly orienting your content to their role and professional context — even if that means turning away readers who don’t fall into the category. Other times, it might mean leveraging an account-based marketing approach, and refining your focus on the companies you’d really like to land. As I’ve written here before, effective personalization is instrumental to trust: Personalization is the surest way to build a rapport in the digital space. When we fail to connect, it sets off immediate alarms. Personalization comes in many forms. It can be as sophisticated as using adaptive AI, or as simple as narrowing the scope and voice of your content to resonate with very specific audiences. Whatever the approach, customers clearly want it. And the potential revenue benefits are undeniable.

#3 - Invite Feedback, and Take It Seriously

Jerry Seinfeld’s elite penchant for generating laughs is rare among standup comedians, but his process for vetting jokes is not. He’s very attentive to the crowd’s reactions to each of his quips. This excerpt from a New York Times profile, describing his period of reflection after a set, says it all: Seinfeld retired to a dressing room, plopping down beside a bucket of bottled water. I congratulated him on the performance. “I’d say two-thirds of that set was garbage,” he said, matter-of-factly. “Whether it was lines coming out wrong or the rhythm being off.” He said he’d counted “probably eight” jokes that failed to get the kinds of laughs he desired. “There’s different kinds of laughs,” he explained. “It’s like a baseball lineup: this guy’s your power hitter, this guy gets on base, this guy works out walks. If everybody does their job, we’re gonna win.” I liken the unsatisfactory laughs to vanity metrics in content marketing. Sure, you might’ve gotten the requisite impressions and clicks, but were they meaningful? Are they moving the needle? Are they indicative of audience delight? To reach these important conclusions, we need to facilitate the feedback loop. We need to create dialogues instead of one-way conversations. And as Tameka Vasquez of Genpact points out, “In a dialogue, you cannot truly listen if you’re just impatiently waiting for your turn to speak.” [bctt tweet="We pump out content and then wait until it’s our turn to speak again and pump out some more per our content calendars. What use is it if neither side is listening? — @tameka_vasquez" username="toprank"] With this in mind, it’s important to craft your content strategy and editorial calendar with the audience’s voice in mind. One method for doing this, as our Josh Nite suggests in his rundown of content planning tips, is by leaning on user-generated content: “Still stuck with a few blank spaces in your calendar? Let your audience fill them in for you. User-generated content helps foster community, builds enthusiasm for your offering, lets customers see real-world examples of what your company can do, and a host of other benefits.” Other methods for eliciting this type of feedback include chatbots, conversations with your sales team, in-depth analysis of website user behavior, and more.

Delivering Great Experiences is No Laughing Matter

Comedians might make a living by telling jokes, but they take their work as seriously as anyone. Their careers depend on forging connections with audiences, and they know the best way to retain and grow those audiences is by delivering an enjoyable, memorable experience that leaves fans walking away smiling. Sound familiar? You’ll experience plenty of laughs and learnings at Content Marketing World 2019 when the curtains open on Sept. 3 in Cleveland. Before then, you can find plenty more guidance on dazzling your audience in our interactive experience, The Greatest Content Marketing Show on Earth.