Content Marketing – Building Trusted Relationships

I took a trip to Best Buy this weekend to stock up on some Blu-rays. I figured hunkering down with some movies would be a great way to pass the time during the weekend snowfall.  Always spending more time (and money) than necessary inside the store, I can usually count on Best Buy to supply the movies I’m looking for. While this is good news for me, this is probably also music to Best Buy’s ears. (Or maybe their pocketbook?)

It turns out, according to “Get Content. Get Customers.”, that Best Buy has lately been focusing much of its attention on me. Well, not me per se, but loyal, highly targeted customers. According to the case study presented in the book, Best Buy has taken a lot of time to identify their elite customer demographic and in turn, has focused their efforts on keeping them “in the know” and returning to Best Buy stores.

How do they do this? Simple. By creating a publication suited exactly for their consumers’ needs. Best Magazine is a print and online publication that highlights what’s “best” in terms of products, from cameras, to cars to televisions. What’s great about it is that an unfamiliar reader would have no immediate idea of the magazine’s connection to Best Buy.  So, while you can read about products and technologies that are sold at Best Buy, readers won’t simultaneously be overwhelmed with their company jargon and “purchase pressure”.

According to Barry Judge, Best Buy’s CMO, it’s critical for the magazine “to build credibility from a trusted perspective by making it clear that there is no obvious way Best Buy will benefit.” In other words, the key is to quietly entice loyal readers to buy something, and then cross your fingers that they will swipe their credit card at your store. Successfully do this a few times, and Best Buy will reinforce their image and keep happy customers coming back for more.

It sounds like such a simple concept, but I can think of countless marketers who haven’t cashed in on this technique. The great thing about it is that it can be used in practically all industries, not just retail. Think about your content offerings, for example. Have you identified your top tier customers, and if so, are you going above and beyond to build trusted relationships with them? Consider their lives and how you can help make their job and decision making responsibilities easier. Where can you step in and help?

Already on top of this idea? Share with us your techniques and how you keep in touch with your audience.

- Mary Evans