Create a lasting memory for your customers

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Create a lasting memory for your customers

Written by Barry Siskind

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Social Networking and Face-to-Face MarketingSocial

Face to face marketing needs all the help it can get to maximize its potential and if technology can help, then all the better. But technology cannot replace the power of meeting a vendor or customer and talking about issues eye-ball to eye-ball. Meeting face to face is how we form opinions of people and the institutions that employ them. When we can integrate the technology to enhance our interpersonal contacts, then we become winners in this brand new – very old game of networking.

One of my favorite places to buy books is Amazon.com. If you are one of millions of book buyers like me, you are familiar with the typical Amazon.com listing. Their history is noteworthy. Amazon started selling books on the internet in 1995. Over the past decade they have grown to the point that they sell more books, DVD’s, CD’s M3P’s software, videogames, electronics, apparel, furniture and toys on-line than anyone – anywhere in the world. Why? Because they have a formula that works.

Picture an Amazon.com listings and think of it as above and below the line.

Above the line you find the title, price, shipping dates, inventory levels, number of pages, publisher, language, ISBN number, and the details about what’s inside the book. There’s no fault here. Everything you need to know is clearly spelled out. But that’s not why people buy books particularly if it is an author they hadn’t heard about before. They need more than details which bring the discussion to those things that are below the line. These include information about the author, citations, customer rated reviews and a section called, “What do customers ultimately buy after viewing this page?” Above the line points the purchaser to the details and below the line reveals the experience. Which do you think is more important?

This same analogy applies to an exhibit program. What do your signs and graphics say? Are they filled with information about products and services? What about your literature? Is it teeming with enough information to sink a supertanker? And what about your booth staff? Do they fill hours at the show telling people all about the features and benefits of your products and services?

If you answered yes to any of these then it’s time to stand back and re-think your approach.

It all comes down to understanding the difference between remembering and knowing. Remembering, which is prone to error, requires a deep mental level of processing information that is often referred to as the “episodic memory.” Knowing on the other hand triggers a familiarity which interestingly enough is often without the details of a specific product or service. This is referred to as the “semantic memory.”

The lesson to learn is that knowing lasts longer and has a more powerful impact on decision making than remembering. When I decide what to buy on Amazon.com, I often refer to the items below the line. This is because to have an experience on-line, the best I can do is find out what other people feel.

But in a show environment we have the advantage of face-to-face contact. Our customers have an opportunity to touch, hold, smell, taste and hear our products and services through one or more of their senses. It’s when we harness the power of presenting below the line that we create a lasting impact.

Here are few quick pointers;

Your front line booth staff should be passionate about the product and services they represent.
They should leave the customer with a positive feeling about doing business with your company.
Signs and graphics should focus on experience rather than details.
Literature should utilize lifestyle photos.
It’s little stuff that makes the greatest impact.

This last point focuses attention on an important quirk of human nature. People who expect a certain level of service become very critical when it slips even one iota. When dealing with the public you and your staff should constantly try to provide extras that go above the standard. It’s these little things that often solidify the knowing part of memory.

Whether you are in your showroom or at a trade show, leave your customers with a positive experience and you will remain top of mind when it comes time to place an order.

Barry Siskind
		About the author:
		Barry Siskind, President of International Training and Management Company is one of North America’s most sought after consultants and speakers and an internationally recognized trade and consumer show expert. Barry provides a wide range of products and services to help exhibitors improve their bottom line both on and off the trade show floor. These services translate to stellar results for his clients. He has written seven best-selling books and over 500 original trade articles and industry reports as well as a Guru series for the Centre for Exhibition Industry Research. .