Agency Type

Brand and Customer Experience

Target

Finance & Professional Services

The Process

New business efforts are all about being highly targeted with your data and messaging.  Very often an Account-Based Marketing approach, rather than a mass outreach effort, means that your total quantity of outreach is reduced, but your level of meetings in both interest and opportunity increases.

Jim found himself in the position of working on behalf of an agency that has specialized within the Financial sector, one that has certainly been a challenge these last few months of the Covid with, seemingly, fewer agency shifts in that industry during the pandemic.  With less movement happening and overall freeze happening, Jim needed to find not only a brand that was actively open to speak, but also who within that brand would be the right person to take interest in his client’s capabilities.

The first step of this focusing process was to take the larger finance list and run it through Bombora’s purchase intent software.  He looked for Finance companies that had surging interest and searches along with the categories of “Brand Affinity and Financial Banking”.  This reduced his overall list of prospects from hundreds to 30(ish) companies.

Once we had those main 30 companies, it was time to append marketing contacts from Winmo into those main companies and prioritize based on the job titles that we have had the most success in getting in contact with.  During the pandemic, we have seen a lot of activity with Director and VP level, who both understand the need to pull on purse strings AND are also bogged down with the day to day execution of marketing plans.

With the now smaller list, Jim has the ability to do a deeper dive into those individuals and companies and make sure that any messaging can now be tailored to each one.  The message that hit first was finding a company that was written about in Forbes, which he mentioned immediately and linked back to in his email.  He then shares a similar past client to show expertise in their field, which is always on a marketer’s mind.

(edited for privacy’s sake, but the simplicity is in tact)

I’ve been reading about ABC and your recognition in Forbes. We’ve developed fresh insights, for clients like XXX, into some new challenges their small business clients and prospects are facing in today’s environment. We’d be glad to share our presentation  where we dive into post-COVID changing beliefs, behaviors, and needs of the small to mid-sized business audience. (link was included)

Would you be free to connect on Thursday?

Those quick first sentences give his email a step above others in a few ways.  First, he’s obviously not a bot sending mass mail, because he is linking to an article that would only make sense for this person.  Second, everyone loves the extra recognition and little ego boost by acknowledging and recognizing their public accomplishments, in this case, the article in Forbes.  He has also shown expertise without having to go into a 3-page long diatribe explaining all that they do.  He uses the mention of past work to prove his expertise.

Lastly, Jim kept the messaging SIMPLE.  This was short and sweet and allowed the prospect to breathe.  That simplicity in email communication allows for a prospect to believe that an interaction and discussion may be simple as well.

This success for our agency partner was made possible by:

 

 

Jim O.
Business Development Director at Catapult

 

 

 

 

The holiday season can be a tough time for new business pros as they try and navigate prospects’ holiday time off, end of year meetings, and planning cycles for the new year.  While there are certainly hurdles for prospecting during this time of year, at Catapult we’ve seen some serious new business opportunities created for our agencies purely because we continued to push for conversations when all of our competitors began to slow down. The key is that you keep your approach flexible with some creative ideas and language. Here’s some tips for new business prospecting straight from our experts at Catapult.

Top tips for new business prospecting during the holidays:

Actionable change takes time

With any big structural change, results can take time to show up, especially in the digital realm. Having those conversations with brands right now means they could see results within Q1, so our job as new business professionals is getting marketers to be thinking that far ahead and evaluating how we can help move that Q1 needle for them.

Don’t forget the phone

We’ve found our phone outreach to be more successful during the holidays. Execs are prone to answer the phone more often during the holiday “slow down” when there are fewer meetings on their books. Less meetings typically mean people are in better moods and more willing to take a chance on a cold conversation with someone new.

Set meetings for January

Calendars are likely more open at the beginning of the year, and prospects may appreciate you not asking to speak right then during the holidays. Our experts at Catapult have found success with reaching out in November and December to schedule a meeting for January. While typically we don’t want to schedule that far out, this is the one time of year where we may employ a delay tactic in order to ensure the prospect has time to commit to a real conversation.

Try weekend mornings

Mornings during the weekend and fringe holiday days, like the Friday after Thanksgiving, tend to be very productive for prospecting. Top executives and decision-makers are rarely away from their computers and it’s a way to reach people while many of your competitors take time off. Prospects also tend to have less crowded inboxes during the weekend. Just ensure that if you are going with this method that you are sending 1:1 ABM emails and not mass spam messaging (for that matter, don’t ever send spam messaging!).

Hone in on un-spent budgets

Don’t be afraid to send those “last-minute budget emails” to see if there is budget left in year-end that needs to be used. Encourage them to invest with you now and implement into their 2021 strategic plan. 

Be mindful of the season

This shouldn’t have to be said, but please remember that it’s not all about Christmas for everyone. Being understanding in your language to all of the major holidays and the fact that some people don’t celebrate any of them can ensure that you don’t land yourself in an awkward situation.  

Take advantage of New Year’s resolutions

It’s the biggest time of the year for gyms, weight loss programs, diet fads, healthy bars, drinks, vitamins, etc. and marketing efforts for those brands is crucial right now. Brands are looking to make serious shifts in how they market themselves as it relates to New Year’s resolutions given the COVID environment. In the same way that people make New Year’s resolutions, brands do too.  There’s always something they want to change in the new year, it’s up to you to find it!

Call the right people

C-level, EVP, and SVP executives are most likely working on the days most people take off. With their colleagues on PTO, there may be a great possibility of those prospects picking up a cold phone call or answering an interesting email.

Try handwritten notes

Handwritten notes to top prospects explaining your capabilities can help break through the emails and voicemails that haven’t caught their attention. This one may be tough given the current work from home status of many companies, but we are seeing some folks working back in their offices a couple of days a week. 

Keep it fresh

Continue to add new contacts to your pipeline and refresh the ones you have. With the current changes from COVID, a lot of your old connections have left or moved companies.  Regardless of COVID, we always see some of the biggest shifts in people around this time of year.

Be brief

Keep your messaging short and sweet. Break through the thousands of other sales and promotional emails with brief messaging, human tone, and well-crafted subject lines. And don’t forget to address a pain point. No one wants to read an email all about yourself and what you do.  This stands for post-holiday as well, but it’s even more important now when your prospects are being inundated with graphic heavy, self promotion from your competitors.

Agency Type

Creative Production Agency

Target

Food & Bev, Small-Mid Size Companies

The Process

Utilizing Winmo’s Intent Insights powered by Bombora, our team began their search by filtering companies within the Food & Bev category that were small to mid-sized businesses based on revenues and media spend ranges that were within our agency’s desired range.  Once we had that list built out of right-sized companies, we ran this list through Bombora’s purchase intent software to determine if any of these companies had recent surges around the terms “Creative” “Social” and “Production”.  There were 15-20 companies that all showed scores over 80, which tells us they are currently evaluating Creative and Social options.  

By focusing on this reduced number of smaller companies, our percentage of finding the right person within the company is massively increased.  These small to mid-sized companies have fewer marketing decision-makers, allowing us to focus more on custom messaging in a true Account-Based Marketing approach.  Smarter messaging to a focused group makes for more intelligent and interesting first meetings.

For this group, Jake created a 6 step email and phone cadence that covered 11 days, as laid out below:

These emails all have the same base structure and where they begin to diverge is in small customizations between each individual decision-maker when they hit step 2 in custom emails and the phone voicemail left.  

Voicemail is a key ingredient in that it puts a human voice to every interaction.  It’s important to separate yourself from the mass of others sending mass spam emails hoping for a bite, by ensuring that you are taking a multi-touchpoint approach with phone and email.  

In the end, the email that drives conversion to a meeting may be the simplest messaging.  Jake’s success came from email number six on day eleven with a call to action as simple as:

“What would be the downside of receiving a unique perspective for any upcoming creative work? “

The reply was as simple as

“Great timing, we are actually reviewing now…”

Agency new business (and business development) almost always hinges on timing.

Tools like Winmo’s intent data from Bombora, LinkedIn, and Salesloft can ensure that your chances of starting a conversation at the right time are higher than your competitors.

This success for our agency partner was made possible by:

 

Jake
Business Development Director at Catapult

 

 

 

 

 

 

Every year the tech stack available for agency new business pros changes exponentially it seems.  The image above is the Martech 5000 and I think it is safe to say that navigating that thing is a nightmare!  There’s always a new CRM, data source, or automation software that is promising a shortcut to immediately generating more meetings and winning more business.  In my experience, technology doesn’t provide a shortcut, but more a roadmap of exactly where you should go.

At Catapult, we believe in intelligent, timely, and personalized communications in order to best drive the right types of conversations for new business development.  This means we don’t believe in mass blasts, but an Account-Based Marketing (ABM) approach.  For an ABM approach, technology and research are massively important because it means that we know more about our prospects, we can pick the right times to do outreach, and we can use the right type of language for each individual.  All this adds up to better meetings and, in turn, more wins.

Here’s a quick breakdown of some of the main parts of our tech stack:

Winmo – Now we here at Catapult are a little biased (Winmo is our sister company), but in our opinion, there is no better collection of information about marketing decision makers than what you get from Winmo.  The contact information is the cleanest in the industry.  They also have all the contextual information you would want around those people to understand their agency relationships, media spend habits, personalities, and more.  Most importantly though, for any business agency person, is that they have a host of alerts that will let you know when information changes that may be important to be acted upon.  Those alerts are a game-changer for ensuring that your timing is better than your competitors.

WinmoEdge – Where there’s smoke there’s fire, right?  WinmoEdge is the key to finding that smoke super early in order to help you get in front of a new business opportunity before that opportunity has even had a chance to build up.  Edge’s proprietary scoring system takes a brand’s behavior and performance and translates that into a score that predicts the likelihood of going into an agency review.  Let us fill you in on a little secret though, most companies that use Edge start at the highest scoring (most likely to review) companies and then work their way down…but not us at Catapult.  We understand that new business is a long game and we want to get on the radar of those brands that are just beginning to run into issues that may call for a review.  This way, we dictate the RFP, rather than it being dictated to us.

Salesloft – Gone are the days of one size fits all mass emails.  Or at least those days SHOULD be gone.  In today’s environment, it’s all about putting the right message in front of the individual, which means the mass email campaigns of yesteryear are gone.  At Catapult, we have stopped using Marketing Automation and solely use Sales Automation with Salesloft now.  This allows us to send customized emails, to individuals, at scale.  If you’re a sole new business person and you are still trying to send prospecting emails or networking emails through your gmail alone, then you need to investigate the switch to Salesloft.  This will help you automate and manage each touchpoint in your prospecting efforts and sales funnel in a way that will make you 50x faster than trying to just use Gmail alone.  It also has the added benefit of using your email server for each send, so the likelihood of getting caught up in a spam filter because of a Marketing Automation’s bad IP address is reduced greatly.  More sends, better sends, what’s not to love?

 

 

Bombora – What if you knew when a prospect was looking for your exact service before they ever reached out?  That’s exactly what Bombora does.  They track a company’s interest level in specific services or keywords.  So if you’re a creative agency, you can track all company URLs within whatever industry you love and see which company is “surging” in interest around the keyword “Creative Agency”.  If they are reading content about creative agencies, searching creative agencies, then that’s probably a pretty good indication that you should reach out and say hello.  You don’t have to tell them you’ve been stalking their content consumption behavior, but don’t be surprised when you start seeing responses like “wow, crazy timing, I was just beginning a search…”.

Crystal – People are all different.  Obvious right?  Then why, oh why, do we see companies sending out messaging that is the same for 1,000 people?  Some people like humor in an email, some like detail, some want it to be short and sweet (me for instance).  The point is, Crystal evaluates the attitudes and personalities of each prospect and gives you suggestions on how to best approach them based on those personalities.  Throw in an emoji for Jim, but make sure you use bullet points for Jill.  It’s not perfrect, but damn if it isn’t close to perfect.  If nothing else, it gives you a great playbook for how to approach and navigate a sales or discovery call with one or more personalities.  It attaches directly to your Google Chrome or LinkedIn and gives you that info in real time.  Super powerful stuff.

Kantar – Media spend info can be grabbed from different places, but here at Catapult we have used Kantar for years.  The way that we use it is to simply have additional criteria when we are looking at what makes a good sized prospect for our agency client.  Many times it’s easiest to purely build backwards from your best performing client and find other prospects that have a similar spend track to them.  

Pathmatics – Similar to how we use Kantar, we use Pathmatics to get deeper information about digital advertising performance for any brand that we are interested in approaching.  We use it both at the beginning of the process to narrow down companies that spend more or less in certain areas, and we also use it when we are doing a deeper dive into a specific prospect.  Often this may come around a 4th or 5th touchpoint when we are looking for something that may help us stand out in our outreach efforts and pull an insight that potentially no other competitors have thought about talking to them about.  

Statsocial – Understanding the social audience of a brand can give you another quick opportunity to connect on a different level with your prospect.  Statsocial is our go-to tool to understand the audience demographics of the companies and brands that we are prospecting.  It also helps in comparing your prospect with another company.  Very often it’s good to show how a challenger brand stacks up against the leader in the space.  This isn’t information that the prospective brand doesn’t have, of course, but it does show that YOU understand their brand and their space, allowing for more trust and better conversations.

 

There are a host of other tech and research tools we use from DRTV info, online publications, and simple Google alerts, but these are the ones that we lean on the most.  Business Development is never simple, but if you want to truly do a comprehensive job of Account Based Marketing it’s our recommendation that your tech stack looks similar to the one above. 

Given the recent market shifts, everyone’s asking themselves, “How do we get incremental new revenue coming into the agency given our latest hit to the economy?” The key to accelerating your agency’s lead generation is through proactive prospecting. It’s understandable that clients are seemingly dragging their feet, but there is still budget to be had. Client aren’t feeling confident in their plans just yet, but soon the current market conditions will settle and we will know what we are heading into for the rest of this year. Identifying and predicting these shifting budgets before they happen is the goal of an agency new business person right now.

During budget shifts and rebuilding of brands, our goal needs to be reaching out with the right message, to the right prospect, at the right time. You can no longer put one message out in front of the masses and hope it works.  All your outreach must be tailored to the specific individual and brand.

In order to find success during this time, you will have to drop your old, tired concept of sales. Rather, embrace sales as the idea of lead generation and lead conversion. Sales is not a dirty word, particularly if you approach it from the perspective of helping your prospects. It’s not about selling the great new services or strategic tools you have – that would mean you’re selling your features rather than your benefits and not leading with the prospect’s needs or helpful insights. Sales, now more than ever, is about being active and leaning in.

What can your agency do to accelerate your lead generation during a market shift?

1. Identify shifting budgets.
2. Predict where those new budgets will fall.
3. Most importantly, retire your old view of sales to an Account-Based Sales approach.

Imagine if you could accelerate your pipeline and shorten your sales cycles. Or what if you were able to focus on just those high-value prospects and the ones that are already predisposed to your agency. Think less waste on leads that are ultimately just going to fall flat. ABS is more strategic and more efficient while being hyper-focused and hyper-personalized in selling to a smaller number of better prospects. The ABS approach allows you to target only your most qualified prospects much harder with personalized messaging and content. 

In our opinion, ABS is more focused and faster while consuming fewer resources. For agencies at Catapult, this is the approach we use for the majority of our proactive prospecting efforts. One way you can think of Account-Based Sales is the 80/20 rule. 20% of your effort yields 80% of your results. Most likely, if you did an analysis of your prospecting list you will find that a small percentage of prospects were actually worth all the effort you put against your proactive efforts.  With ABS, you can ensure you are leveraging your limited resources and applying them to a smaller number of better prospects that are more likely to work with your agency.

When it comes to ABS, qualification is key. We often see qualifications at most agencies happening too late in the pipeline. This means agencies are doing a ton of work trying to get in the door only to find out the prospect isn’t really a good fit for the agency overall. So how do you start qualifying prospects much earlier in your process? Hone in on prospects with an urgent need that your agency has a right to win and can credibly fulfill. Most agencies can’t be everything to everyone, so you want to pre-qualify your leads much earlier in the process and target them with more personalized content. We find that most agencies are spreading themselves too thin across too many unqualified prospects with generic messaging and then finding themselves in an uphill battle during the pitch process. 

Here’s how you can start shifting from the typical agency prospecting method to an Account-Based Sales approach and get better results.

1. Start all your outreach plans with the accounts, not the offer. Who needs help that your agency can successfully support?

2. Then think through the insight against those accounts. What is their specific urgent need based on the research and insights you have into their brands?

3. After you have your insights, start curating your sales content. How can we help them?

Keep in mind, you aren’t creating content with the intent of just making them a client, but rather how can you provide value through your sales and marketing messaging. This actually marries a little bit of inbound marketing with ABM and can be very powerful.

4. Once you have curated your content, now you start thinking about channels. How should you best communicate this content in a way that the prospect can take your insights and learn from them, regardless if they are ready to have a discussion with you?

Consider if social, email, or phone is the right way to deliver your value-added message based on the insights you are providing.  Each communication channel provides value in their own unique ways.

This approach is more powerful than the typical agency prospecting. Gone are the days where you tell a prospect why you’re a great agency because you’re really creative, you’re nimble, have a great culture and you’re a “one-stop-shop”. Blending in with the other tens of thousands of marketing services firms during your prospecting efforts is a huge mistake. There is also a notion that you have to start a relationship with a prospect and after a while, they will become a client. That is not the case anymore. Relationships play a role in new business, but they are not the defining factor that will close the deal anymore. Yes, relationships will help get you in the door quicker, but they won’t necessarily help convert the business. 

ABS is also far more methodical. Ideally, you will have multiple categories, but you will be targeting them one at a time with segmented messaging. Then you confirm the organizations within the target category, and then the individual people. You really want to infiltrate the organization you are targeting. The biggest shift will be reaching out from one to many to now one to one. 

Once you have your highly targeted group of individuals you are then identifying the urgent need, developing your sales call-to-action and messaging strategy, then curating your content for the “hook” to open the door for your lead generation and conversion process. At the same time, you have articulated and optimized your pipeline and will monitor which messaging, which insight, which needs, which prospects you’re having more success with. And then you must optimize on an ongoing basis with ABS technology.

As far as ABS technologies, here are a few software platforms we recommend. Make sure you confirm the tools you need to be the most effective and keep it simple by sticking to the basics. Keep in mind most of these technologies are used throughout our partnerships with agencies.

• Targeting – Winmo, LinkedIn sales navigator
• Purchase intent data – Bombora, 
• Content Development – Zerys, Contently 
• CRM – Salesforce, Hubspot, Pipedrive

In short, here are the 8 steps needed to shift your prospecting program:

1. Identify high-value prospects: Leads with an urgent need that your agency can credibly fill from a category, company, and individual level.
2. Identify urgent needs: Identify the most urgent category needs that your agency can support. Think of what is holding organizations back the most, what are their biggest constraints and opportunities that you can help them capitalize on?
3. Sales CTA: Based on the need, what is your messaging strategy?
4. Sales and marketing content: This is directed by your sales strategy and you’re creating insight0rich content that you are distributing through very specific channels to surround the individuals on your highly targeted pipeline.
5. Lead generation: Once you start pushing your content you are now trying to generate a response from an individual.
6. Lead conversion: You nurture each active lead with the goal of confirming an opportunity to work with them.
7. Pipeline optimization: Based on your funnel, you are evaluating the performance. 
8. ABM technology: Implement marketing technologies to increase the scale and effectiveness of your program. 

 

Being more targeted and more specific against more qualified leads will increase your lead generation and lead conversion. Right now prospects are not going to increase total spend, but they are reallocating and optimizing during this time. We encourage you to make the shift in your prospecting efforts, get organized, and start your ABS outreach to get the most effective results.

The conversation around email is different than what it would have been just three weeks ago, and certainly before that. So let’s talk about what’s working, what’s not, and what makes a great email. Obviously, with the pretty radical changes over the last few weeks, everyone’s been adjusting to this new normal, and what worked yesterday, doesn’t necessarily work today. But let’s be clear in saying, there’s no perfect email and there’s no perfect approach, especially now that we’re all going through something nobody has ever gone through before. It’s really new ground for all of us. This is the time to take an extra minute in any outreach that you’re doing. Be thoughtful, empathetic, and intelligent about how you’re going to be approaching any new conversations with brands or prospects that you want to work with.

The truth is, we’ve already seen commerce will continue. Once we get through the initial shock of everyone saying, “Hang on, freeze, let’s figure out what the heck is going on here,” everyone is still going to have to find ways to go about their day. Brands are going to continue to have to market to their consumers. They’re just going to have to find new ways to do so. And budgets will be moving from one area to the next. With that being said, our priority at Catapult is to ensure our agency partners are the ones actually guiding brands while they’re examining this new marketplace.

There are two very different approaches with regard to emails. 

These approaches are the mass email approach and the account-based marketing approach. From our perspective, the ABM approach is where we typically find ourselves seeing the most value in our prospect interactions. Certainly, within the current climate, we would see all of our agencies needing to double down in the ABM approach even further. 

What is a custom one-to-one ABM approach?

The ABM approach focuses on getting the message of your value proposition and what you’re trying to sell in a very customized way using things you know about the brand and the prospect and incorporating that throughout your messaging. An example of that, in a normal world, would be doing specific research on an individual or company. You can look at earnings reports and try to anticipate what they’re looking for, or if they’re shifting dollars into eCommerce you should write a message about that. You could include language like, “I read recently that you’re shifting dollars into eCommerce, and you want to grow your eCommerce efforts 9%.” 

And then, the account-based portion of that, you would write a different message to different stakeholders within that company. Each level of seniority is looking at things through a different lens, so use that same value prop with your stakeholder in mind as well. As far as quantities of email, I think there’s a lot of teams that are out there plugging into something like a HubSpot or an Act-On and saying, “Here are 1000 people we’re going to send out our new business emails, and get those out and about.”

So what should be the quantity goal when you’re creating these more highly customized emails? You’ll want to keep in mind when you are creating a highly customized piece that’s going to be focused on an individual stakeholder, or group of stakeholders within the organization, it’s going to be small because it’s a lot more time consuming to dive into the research. In terms of the number of people in a cadence, it could be anywhere from 5 – 15, depending on what types of similar themes you might be able to weave through each of the individual stakeholder groups. So, it’s certainly much smaller in scale than would be a broader-based approach.

Within those groups, if you’re sending a lower quantity and you have 15 really highly targeted messages that are going out then your response rates are obviously much higher. We know this greatly changes depending on the category, vertical, title, etc., but you’re typically looking at an average of 10 – 20 percent higher open and/or reply rates. 

Our Group Directors and Business Development Directors say the same is true for them when working on behalf of our agency partners. The open rates for highly customized messages are incredibly higher, and the reply rates are sometimes as high as 5%, which is substantial if you’re reaching out to enterprise businesses as it’s far above the industry average. Our way of going about this at scale for our agency partners is by utilizing SalesLoft, which is different from a marketing automation tool like a HubSpot, or Pardot because it allows our team to take those really targeted groups and customize each one of those emails without entirely recreating the wheel. 

How do you still take an ABM approach if you’re customizing 50% of the email? This is definitely possible if you are filtering vertical information, especially, because there is a common theme people will recognize and that will resonate with a particular audience with a certain industry. Just balance your messaging with a little less personalization based on an individual or what you might know with a higher focus on their industry or vertical. 

Here are three key elements of a successful email in today’s climate:

There are three parts to successful emails in today’s climate which are research and insights, focus, and ensuring we’re being human in our tone and in our actions within these emails. 

Research and Insights

Here’s the kind of research our team is doing on a person, and then on a company before deploying any outreach. We’ll break this up into two parts – pre-pandemic, and then post.

We research any senior-level stakeholders, C level and above, and even a step underneath that. Those people typically have been interviewed by multiple different organizations, where you can go find them talking in their own words to see what they’re saying about their business. For those people, it is absolutely best to communicate on a personal level, because you’re usually getting a personal point of view during those interviews, directly, on their business. So regurgitating that back to them, answering some of the things that they’ve said is their focus. Multiple times they’ll say, “We’re going to shift everything to creative this year. We’re going to shift everything to this. We’re trying to do this.” They’ll tell you what their attempts for the year are in those types of interviews. And the interviews are everywhere. Just Google their name and you’ll be able to find them.

Whenever you get lower into brand managers and senior-level marketers, you’re not going to find a personal point of view, so it’s best to do your research on the company. Find what’s going on in the organization, especially if you get down into what their typical responsibilities are, and speak directly to that. A lot of times they will want to introduce you to someone more senior than them if you can nail down what is going on in their world. So essentially, do your research for messaging to lower titles on a company level and for higher-ranked titles, get really personal. You can also reference earning reports and use direct quotes from almost the entire C suite. Those are extremely helpful as well.

Now, in our current pandemic climate, it’s harder to do that, because things that C suite executives said last month are no longer relevant in most cases. Their focus before the pandemic was completely different than what their focus is right now.

So now that we are here, in the middle of this pandemic, it is still important to connect with individuals on a personal basis, but really focusing on what is going on in their industry and how they are affected by this new normal. If you are reaching out to CPG brands, for instance, hone in on the brand and category level, and understand the challenges they’re facing in today’s world. Position the agency in a way that the brand knows you understand the challenges they are facing. This is your opportunity to connect the dots between what your value proposition is, and the strengths and expertise that your agency has. 

Keep in mind, you never want to reach the point where you have over-researched and over-customized. Our goal should not be to write a 100-page white paper on every single one of the companies and individuals you are reaching out to, so how long should your emails be and what is the right amount of research to include? 

The email size can depend on the touchpoint that you’re on. If it’s your first one, try a few paragraphs of customization, or a few paragraphs in total. As far as customization, if your email is customized over 62%, then at that point there is the potential that you lose everything to say and you just end up sounding more like a stalker. We recommend customizing about 50% of your email which is a true ABM approach without overdoing, and sometimes even just 25% can still be a super powerful email. If you’re just talking to beverages and non-alcoholic beverages, or even if you go into just functional beverages, it sounds very targeted, very customized, but you’re only probably customizing the first 25%. 

In terms of how much time you should spend researching, Google makes it easy. You can spend 5 – 10 minutes finding most of the information you need for multiple stakeholders. Occasionally, it may take you longer, but for the most part, it doesn’t take hours to find what you need with the resources available to you these days. And a really good piece of insight can be used against different people. We’ve had much success at Catapult with our agency partners when we have done so. You can repackage your data and your narrative in outreach that you’re doing for multiple companies within the same category to save a lot of time.

When customizing emails right now, use a lot of caution in what you’re saying. If you’re trying to anticipate what the brand is planning or referring to anything that’s dated longer than yesterday, you might be better off keeping your messaging shorter, simpler, and to the point, just because there are landmines everywhere within every bit of the economy right now. Assuming you know everything that’s going on within a brand will be challenging to do right now. 

A lot of times, what we see from agencies when they first come on board with Catapult is a lot of over-research when we discuss what they’ve done in the past. They want to put together a huge insights piece that requires significant time from their research team before they ever send out the first email to whatever brand it is that they’re aiming at. They usually aren’t thinking about the fact that it will take three weeks to get the first email out once it’s built. The goal of your first email is to secure a conversation and not to sell anything, but just to provide value in what your agency can do for a brand. That kind of email can be achieved through a very short message, that maybe pulls out one little piece of an insight that maybe they already know, but it’s just showing you understand their business and then you can carry on to the next step. You don’t have to blow their mind with a single great insight and piece of research but to assume you know more about the beverage industry than the person that’s sitting in the beverage industry all day is slightly offensive. It’s all about balancing your understanding and expertise and how you can help a brand solve a problem and doing it in a very empathetic way.  

One of the best places we go for research is Winmo. We use Winmo alerts for our agency partnerships to bring information to us on a particular category, person, or company as it changes. The alerts allow us to through the right communication and messaging to put out in front of clients or potential prospects. Also, the search engine universe gives you B2B publications that focus on a particular category. 

Focus

When we talk about concentrating on a particular category, it also translates into our second point around your focus. The idea of focus is about understanding the position of your agency’s core promise which is what you do best and where you bring the absolute most value to any of our prospects. 

Why is the focus around your agency’s promise so important for your messaging given everything that is going on in the world today? 

Especially right now, people are busy. They don’t have the time to connect dots between if you’re referencing a bunch of different case studies and past work. They need to know exactly what you can do, what your core capabilities are, how you can help them at this moment. Anything other than that in your messaging will be ignored right now. It’s important to be crystal clear. If your email answers the questions: What does your agency do? What do you excel at? And How do you help? You are on the right track. It’s more important than ever to just remove the fluff and quickly get to the point. That way, if a brand is having the same problem that you can solve, then you are at the forefront of their minds when looking for a partner. 

If you’re looking for a way to quickly talk about yourselves in any of your outbound emails or LinkedIn/social messaging, we recommend thinking about it as a sentence which answers these four questions: 

Who are you?
Who do you actually serve?
What is the problem that you’re actually going to solve?
Why are you different? 

If you can answer those four things in one sentence, then you are giving a clear view of exactly where your focus is, what your promise to a brand is, and then pushing into that area of what’s going on with them. Keeping all of this in mind while being really empathetic in the beginning shows that we’re all human and we’re all going through a whole new reality. After you have shown your empathy, we recommend including the messaging around your focus. But always remember to lead with empathy and ensure that your message doesn’t sound fake.  

Tone

Let’s talk about how your tone changes now that a brand’s focus is very different.

In terms of where we are today, one of the most important things to be is really empathetic to what everyone’s going through, and having an understanding tone. That means acknowledging what’s happening in the world, but also acknowledging the fact that you’re in business, they’re in business, and there’s still business to be done. You can do this in a very tactful way by always offering up assistance in areas where they might need help. This is crucial for emphasizing the value proposition and strengths of your agency and communicating it in an effective, tasteful way. 

From there, it is important to keep in mind that you’re not so much trying to do a hard close, even though that’s what you want in a perfect world, but rather end up with a conversation that moves the relationship along. Understand that people are a lot more sensitive now with everything that’s going on in the world, so a softer close may sound like; “If now’s not the right time, perhaps sometime when it feels right based on where you are with your business.” That sort of an approach represents the fact that “Hey, this is my job to reach out to companies and create and nurture relationships. And I know you have a job too, so let’s talk when the time is right, based on whatever is happening in your world right now.”

Your tone should never lead with fear or sound fake.

We all know that it’s going to be a tough couple of months. You don’t have to remind your prospects of what is going on or scare them into working with you. Never lead with fear, instead be as positive and optimistic as possible, while still being realistic. 

The other part to mention about tone is sounding fake. I’ve gotten a ton of emails from just all sorts of different providers offering help. And just the term “help”, comes off very fake. In that instance, I don’t know who you are, we’re not connected on LinkedIn, we’ve never had a conversation, and you just offered your help, but you’re an email testing software that has nothing to do with what it is that we’re doing, or what we’re going through right now. So the idea of just that word “help” feels very manufactured to me. 

We encourage you to position your messaging regarding help around something very specific. You could say something like, “Hey, we know that those dollars from conferences and events are going to be moving to digital, and we specialize in digital services.” Offering to help guide someone through those kinds of shifts, and where you should be prioritizing or getting the most out of those dollars, it’s a very different conversation than, “We’re here to help with anything you guys need.” It just feels very fake and cold. 

We know this is going to look different for every agency. If you do have information to leverage that’s of value, like published reports or relevant content, use it. That’s certainly a way to help without saying you’re helping, you’re providing a service. And if you don’t have those resources, it’s about using empathy and understanding to show you can solve a unique problem.  

Keep in mind, just because your agency may not have the global reach, data, and analytics as others doesn’t mean that you don’t have something of value to offer for free, which is nothing more than your own expertise, and your own ability to help provide analysis on something very specific. That’s key when we’re talking about offering to help in any of these different areas. We’re offering our help or our expertise on something that we believe they are thinking about and that’s keeping them up at night. Offering something for free can be as simple as just a conversation. Maybe that’s all they need, is just to be able to sit down and say, “Holy crap, we have no idea what we’re going to be doing with our budget over the next few months, and we’re sitting right here.” And you can say, “You know what? I actually work with three other companies just like yours, and they’re in the exact same boat. Does it make sense for us to sit down and talk this through? Would it be helpful for me to be a sounding board for you?” It’s not a crazy ask, and it sounds very personal and human and empathetic.

There’s not a brand out there that will say, “We’ve got this, we know exactly what to do.” They’re exactly like everyone else in this situation. No one has a coronavirus playbook or a pandemic playbook, it wasn’t on anyone’s radar to do this homework, and everyone’s kind of figuring it out as they go. So people do appreciate it if you do have any sort of advice that’s actually helpful. If you do have something for free, we’re seeing some success with webinars right now, whether it’s a one to one webinar, or hosting a group of like-minded people. 

In Conclusion 

It’s okay to be human and tell people, “No, I don’t know what’s going to happen two or three months from now, and no, I’m not an expert on pandemics and the way brands are going to react to every single pandemic. But what I am is an expert in is crisis communications, or SEO/SEM, or video production. And I can give you an expert’s viewpoint on those things, what may or may not happen, but more importantly, how we can potentially help you put your dollars, your budgets, your time, and everything in the right places as you go about trying to make the best decisions for your brand.”

The most important thing for agencies right now is to be consistent, be on point, and be smart about what you’re doing and how you’re saying it because, at the end of the day, this world pandemic is going to be in the rearview mirror. And if you’re being thoughtful about your outreach and communicating in a meaningful way, brands are going to be interested in you even if they’re not raising their hand right now. 

A positive free conversation right now, that means absolutely zero revenue to your agency, may absolutely turn into real revenue a year from now. All because you were the trusted, decent person who had a good conversation with them while all this was going on.

You’ve built and run an agency because you wanted to change (or at least impact) the world. That’s what agencies do, right? They are the driving force for almost everything we consume – be it a product or perspective. Agencies connect consumables to consumers. And even though many things are fluid, we have not stopped consuming.

But as brands strive to navigate how to appropriately and effectively engage their consumers, they’ve found themselves in need of new perspectives, new capabilities, new expertise, and new trusted partners. We know that consumers are open to hearing from brands.

“A 4As research survey [conducted during the week of March 16] of 1000 consumers looking at changing consumer attitudes during the COVID-19 pandemic found that 43% of respondents said it’s “reassuring” to hear from brands they know and trust, while 40% want to hear what brands are doing in response to the health crisis. Only 15% said they do not want to hear from brands at this time.”

But brands need a guide to effectively dialogue with their audiences.

It is imperative to recognize that your agency has a unique opportunity to lead during this time. You’ve built a team with the capability to deliver unique insights and captivating executions. You are positioned to be the expert that brands need in order to navigate a challenging time. Your clients have depended on you for innovation and now is no different. Yes, there is a changing landscape, but you run an agency – adapting to new, critical information is nothing new for you.

If your agency stands still, another will step forward and move you further back from A) a position of impact B) a driver in economic recovery for our country, your clients, your company.

Here are three things your agency can do while others are standing still:

1. Provide a Guiding Perspective

There’s always noise. Especially now. But, given the circumstances, the impact of the noise feels a bit more overwhelming. Be the guide that your clients & prospects need. Help them cut through the noise with a perspective on what you know that matters to them and why it’s important for them to evaluate. Provide a few, clear insights that can drive effective communication between their org and their audience. Note – having a perspective doesn’t mean knowing everything. One of the most dangerous things you can do in this environment is to step outside of your expertise.

2. Balance Confidence and Humility

In our industry, “sales” is rarely a welcomed principal or desired activity. However, the world is driven by communicating the value of a product, service, or idea to those who need it. Right now, there are tens of thousands of brands that are in need of the value you offer. Be confident in that value offer but also engage with humility. Most of us are open to helpful insights but turned off by unnecessary egos.

3. Be a Good Human

Most humans aren’t so great at change. We are all disrupted right now. Be sensitive to the fact that every person you are engaging with may be dealing with different stress. Whether it’s closures, a remote work environment, children at home, or new budget cuts, we are all working around new challenges. Use your time and assets to build and invest in relationships and providing assistance. That goes a long way with most other humans.

 

We understand the agency world is perpetually volatile.

But, it’s a bit easier to be a good partner when the world isn’t confronted with a pandemic-induced lockdown. How you show up during a time like this will have a significant impact on the long-term health of your business and client/prospect relationships. The current landscape creates an opportunity for you to show your clients and prospects what a great partner is. Now is not the time to stand still. You’ve invested in a team of experts, position them to deliver. Leverage your expertise to educate clients and prospects in how they can progress, if not excel, during this time. Be mindful of others and your investment in relationships will be fruitful.

Leading from the front is not easy. It requires confidence, intention, willingness to be scrutinized, and perseverance. But when the world and our industry begin to normalize, you’ll be better off leading the way than trying to claw your way out of the bottom of the pile.

 

As always, if you have questions, feedback, or want to discuss agency growth, you can reach me at ericb@catapultagencygrowth.com.

The average agency-client relationship lasts 36 months, which means at any given moment one of your competitors is about to lose a client. But what if you were the one that is losing the client? Do you have the resources in place to make sure you can protect your agency from the inevitable turnover of clients? 

The first resource your team needs to be investing in to protect against churn is a proactive Business Development Director.  It should come as no surprise that experienced business development professionals capture a bigger slice of the new business pie than those just getting started. The tough part is identifying those directors with the right type of experience to best grow your firm.

In order to help you identify those Business Development Directors with the right type of proactive experience, we’ve listed out 6 interview questions for your next internal or outsourced partner.  Being smart with these questions can make a massive difference in the amount of growth your team experiences this year.

6 Interview Questions For Agency Business Development Directors

How much “hunting” have you done?

New business—indeed, any sale—is about experience in the field.  Isn’t it amazing how the best new business people always seem a bit lucky?  A lot of “right place at the right time”. Well it isn’t luck, it’s hours and hours of experience working through what prospects want and need so that their message is the one bubbling to the top over all the other agencies out there pursuing new business.

How comfortable are you with approaching a prospect cold?

Cold calling or cold emailing is a complicated business. Even with tools to increase your chances of setting appointments, you have to be able to handle rejection (or worse…the cold loneliness of no response) every day without letting it affect the next conversation. If you find someone that thrives on making conversations out of nothing, then you’ve found a keeper.

What role did you play in helping to win a new client?

There are many stages to a new business win. Your potential new employee may have been involved in the first outreach call, set the appointment, gave the presentation or closed the business.  It’s vital that they can recognize the value of their contribution—without over-valuing it. New business acquisition is often a team sport and we want to make sure that their expertise fits in the current team’s mix and brings value to any new business engagement.

Were you involved in face to face meetings with clients or teeing up initial conversations? What has been your involvement with client new business presentations?

While closing and prospecting are both important, they are two totally different skill sets. Many agency new business people come from a background of receiving RFPs and responding to them.  That’s a very different task than going out and creating opportunities out of nothing. If you’re moving into a more proactive new business approach, your new business person needs to reflect this move.

How do you go about building strong relationships?

Business development is all about maintaining and improving relationships. Transparency, honesty, mutual respect and shared interests are as vital in a sales engagement as they are in any other relationship, and sales professionals who excel at managing their relationships are more likely to be viewed as trustworthy by their clients.

What would clients you closed say about you?

No candidate is going to lead with a negative, but the reason you ask this question is to gauge their willingness to be candid and honest about their weaknesses.  We also want to find out what do they really value? Do they put emphasis on their ability to connect, to persuade, find a problem, or identify a solution? Their answers will open many new questions about their personal style and how they might go about helping potential prospects learn more about your agency.

Finally, if your reaction to a candidate isn’t an emphatic “yes,” it’s a “no.” If they can’t sell themselves then they certainly can’t sell your agency.  Time to keep looking!

The new year is here. And now is the time you’ll activate the plan you’ve spent countless hours on to ensure a successful, profitable year. So what are your top priorities for 2020? New business is probably at the top of the list. And creating a pipeline of the highest value, qualified prospects that are ripe for conversion is the key to success. At least part of your business development efforts and pipeline should be focused on winning the game changer client this year. I’m talking about the client that will significantly improve the health and wealth of your agency. We want 2020 to be the year you attract the game changer client for your agency.

The biggest challenge? Getting your sales positioning spot on and specific to your target list. Clear positioning will differentiate you from the competition, and should be based on how you can help your highest value prospects create competitive advantage. With that being said, it’s also important to clearly define the highest value prospects, the Game Changers, for your agency. 

So which do you tackle first when they both need to be addressed simultaneously as they inform each other? A good starting point is to gather your team and work through the questions below to ensure your positioning is spot on and a target prospect list you have the right to win business with.

Here’s our recommended checklist for creating the right positioning and target lists to attract the Game Changer client:

Positioning

Question 1: Who is your agency?

To evaluate your agency’s positioning to prospects, first get laser clear on the core of what differentiates your agency by exploring these key questions:

• What’s your agency’s purpose? 
• What gets management up in the morning?
• Do you know what are your employee’s core passions?
• What are you exceptionally good at?
• Services/Industries?
• What can your agency build a strong POV around?
• What can your agency own versus your competitors?

Question 2: What will the agency look like in 18-24 months?

• What are the agency’s revenues goals?
• Which industries/technologies do we want to be “experts” in?
• Do we have the services to be competitive?
• Do we have the talent to lead the agency at that level?
• What will our thought leadership look like?

Target Prospects

Question 1: Which type of client is the agency Game Changer?

To narrow down the highest value potential clients you want on your roster in 18-24 months, consider the following:

• What industry(s) should we focus on?
• What is the revenue potential?
• Where are they in their product lifecycle?
• What types of marketing programs do they utilize?
• Are there any geographic constraints?
• What type of prospect shares your agency POV and Philosophy?

Now that you’ve clarified your positioning and the game changer prospects you want to attract, it’s time to focus communications about the agency on what your customers are interested in (it’s about them, not you), so that they will want to learn more. This is the first step in building credibility with prospects.

Question 2: Do you have credibility to engage the Game Changer?

As you create your prospect list (against the above criteria) you also need to determine how ready the agency is NOW to engage them – or what adjustments need to be made for success:

• Do you understand the Game Changer prospect’s pain points and business challenges?
• What content (Intellectual Capital) do you have to share and engage them?
• Is the content campaign able to generate multiple outreach occasions?
• Does your web site and other collateral speak to the prospect’s pain points and needs?

As you work through these positioning and prospect checklists, you may find your target opportunities become significantly more qualified for your agency to win because you can focus on the ones where you have  right to win. And when you attract qualified prospects that are right for your agency you will inevitably attract the Game Changer. Here’s to a game changing 2020!