Content’s been around a long time, we’ve been talking about it for more than a decade. A lot of people still treat it as just another tactic, and think of it as a blog post here or social media update there. In reality, you can’t do much in your marketing efforts without a serious, strategic approach to your content. I’ve even started referring to content as the voice of strategy.
It may eventually be your emails, blog posts, and social updates, but it needs to have a more intentional approach behind it. How you use content to guide the customer journey is very significant. That’s why every business owner needs to tackle some core content elements before moving onto things like blog posts and podcast episodes that will populate your editorial calendar. You must start with using content to communicate your strategy in all elements of your online presence.
Let’s Start with an Example
To help you understand what this all means, I’d like to start with an example of a client we were working with. They were a lawn service company that already had a lot going for them. They had great processes, a well-trained team of professional folks, and customers who loved them. So our issue wasn’t about trying to establish them as better than the competition—they were already clearly hitting that mark on their own.
Our role was to make sure that everyone who visited their website or encountered their business on the internet knew they were the most trusted resource for someone looking for lawn care services.
So we started with their core message. We came up with clever messaging that communicated the idea that you’re gonna love to come home on mowing day. But we also wanted to incorporate all of the specifics about what made them a great service provider (a stellar team, the best communication, a top-notch system for delivering service). How could we empower them to be more than just a provider of lawn care services and instead become a resource for information about anything and everything a homeowner might want to know on the topic?
Once we had honed in on what we were hoping to achieve with our messaging, then we could get specific about the type of content we wanted to produce. And it’s not always about creating more content, it’s about creating the right content.
Go Back to Basics
It all starts with that core message and story. If you don’t have that locked down and clearly communicated on your homepage, if you don’t have the core pages on your website, if you don’t have a basic video, if you aren’t getting customer reviews then you’re missing the foundations of content marketing. You need to start with these before you dive into podcasting and webinars and other elements.
Storytelling should be at the heart of all your content. The concept of storytelling has become a hot topic in marketing circles over the past few years. If you’re not sure where to start when it comes to telling your business’s own story, it’s a good idea to build your story around these five points. You need to open up a dialogue with your customers:
1. Ask: “Does this problem sound familiar to you?” Your customers aren’t interested in what you sell, they’re interested in the problems you solve. You need to be able to communicate that you understand their underlying problem.
2. Tell them: “It’s not your fault.” It’s important for your business to show empathy for your clients. Acknowledge that you understand their problem, but that it’s not their fault they’re experiencing it.
3. Ask: “What if your problem was solved?” Next, paint a picture of what life could look like if your client’s problem went away.
4. Tell them the good news: “It can look like that!” Now’s the time to present yourself as the solution to their problem. After all, your brand understands the issue and is here to fix it.
5. Present them with a call to action. Once you’ve addressed the four points above, your prospect should feel pretty convinced that you get what they’re up against and have the solution they need. That’s when you come in with the call to action for them to reach out and speak to you about solving their issue.
Write out the story for your own business. It might take two pages or two paragraphs, but get it down on paper. From there, you can refine it and develop your core marketing messaging around it. Create a core statement for your homepage. Film a core video that addresses the points above. The homepage should be all about communicating this core story and building prospects’ trust in your knowledge and ability.
There are some pages that every business website simply needs to have. This starts with a great homepage. I’ve spoken before about the must-have elements for any homepage, and they include a scrolling journey that lists your services, tells your core story, and has trust-building elements.
Your site should also include individual pages for each of your services or service areas. Too often I see businesses with a great homepage who drop the ball and get vague on the details when it comes to what it is that they actually do. Once you win people over with your core messaging on your homepage, you want to seal the deal with the specifics about your goods or services, and then provide calls to action for them to reach out, schedule an appointment, and become a customer.
Reviews are an integral part of any business’s online presence. Not only do they help with your ranking on search engines, today’s prospects are more reliant than ever before on the word of existing customers to offer social proof. Your website should have a review funnel for collecting reviews on third party sites like Yelp, Facebook, and Google My Business.
You should also be collecting first party testimonials. This doesn’t have to be an intimidating process; when someone writes you a nice email or letter about their great service, simply ask if they’re okay with you sharing it as a testimonial on your website. Or if you don’t have any kind emails lying around, consider reaching out to some recent customers who were happy with their service—people are often more than willing to say a nice word or two when asked.
The final piece of the review puzzle is writing case studies. Creating an in-depth profile of a happy customer—what their problem was, what your solution was, and what happened after you got involved—is another trust-building element.
Case studies and reviews help potential customers see themselves in those you’ve already helped, and can be a major factor in their decision-making process.
Back to Your Regularly Scheduled Content
Once you’ve created that foundational content, it’s time for you to turn your attention to those elements on your editorial calendar. Whether you’ve already created an archive of content over the years or are just beginning to strike out into blogging, building your content around hub pages is beneficial for both SEO and customer experience.
Hub pages allow you to rank for the highest intent types of searches and to provide industry expertise that establishes you as a resource for information. They essentially allow you to become like the Wikipedia for your area of expertise. You share a lot of useful content grouped around the subject areas that matter most for your business, and you become a friendly face and guide to your prospects long before you become a service provider.
These hub pages can address questions all throughout the customer journey. Let’s take the example of a basement waterproofing company. When a homeowner is thinking about hiring a waterproofing company, they likely have a lot of questions: How much will the services cost? Do I really need to waterproof my basement? What are the consequences of me not undertaking this home improvement project?
If you can build a page that addresses these early research questions, you get out in front of your competition from the start in prospects’ minds.
Plus, whether this content is already living on your blog or not, the hub pages allow you to structure it in a way that makes it more user-friendly. Rather than having to scroll through your archives and root around for the relevant posts, everything your prospect needs on the topic is right there. This hub page becomes a gold mine of information, so they read multiple articles, share their findings with others, and come back several more times as additional questions arise. This all signals to search engines that your content is highly useful and relevant, and soon enough you’ll see yourself rising in the SEO rankings as a result.
Content may not be king anymore, but it is certainly integral to your strategy. Once you’ve determined what it is that sets your business apart, it’s a solid approach to strategy that gets your messaging out to prospects and clients and helps differentiate you from the competition. Starting with your core storytelling message and moving outward from there is the way to build a content strategy that resonates with prospects and gets results for your business.
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