Buyer personas
Are You Listening? And Why It Matters to Your Dental Copy and Content
I know why you procrastinate when it comes to creating your dental marketing content. No arrogance intended but it might have something to do with a key element of all content creation.
It’s easy to believe that writing is a burden or something that requires some sort of magical gift (I’m particularly fond of this idea).
There’s nothing really “magical” about the craft. Sure, skill is involved. Yet that skill favors something all writers and content creators know.
And I share it for the benefit of your dental content marketing.
”Effective writing comes from a very specific kind of homework. From empathetic listening. From spending time with the kinds of folks who make up our audience, and striving to see the world through their eyes.” 1
So, how do you become all-ears to your audience?
What habits help you get-all-up-into why they would choose your services and/or products?
They’ve got-a-problem
Actually your patients or clients have a number of problems. Content and copy can effectively point them in the direction of solutions.
It’s easy to forget that you also have problems. Being all-business…all-day can plug your ears to what your audience is dealing with.
To them it’s often very emotional!
Feel their “pain.”
Wrestle their issues alongside them.
Bear the “weight” of their current problem(s).
Next…
Open the “map”
Well…before you open the map it makes sense to create one. Mapping is the idea that to solve audience problems you must have a clear scope on what they’re “seeing, thinking, doing, and feeling.” 2
- What words do they use to describe their current situation, problem, or perspective?
- How do they describe their current, past, or future experience with what you have to offer?
Your copy and content will resonate with your audience when you immerse yourself in their challenges.
Put your ear-to-the-wall
Yes, you can listen-in without appearing a “creeper.” In fact the more you lurk around where your patients or clients “talk” the sharper your perspective becomes.
And the better your dental content and copy will be!
As it relates to “social listening” – it’s not about a particular platform. Some “talk” on Facebook, others on Twitter, some on Instagram, others on LinkedIn.
- Avoid platform-paralysis. Meaning, don’t just favor one over other.
- Let your audience tell you where to “cup” your ear. Listen where they are regardless of platform preference.
- Mine online reviews – even the negative ones. Talk isn’t cheap and opinions matter when it gives you valuable insight.
”Your job is to shut up and listen. Stay open to all of the ways that folks are talking about meaningful problems – including the ways that challenge your preconceptions.” 3
Listen for audience problems. But also listen to the language they use when sharing what’s on their mind.
Buy them a “drink”
What’s in the glass or cup isn’t the issue. The casual-comfortability is!
Picture them sitting across a table or next to you on a barstool. Copy and content that resonates feels and sounds more like a casual chat than a technical, jargon-filled, irrelevant discourse.
When the conversation digresses so does your opportunity to compel them to take action.
Your solutions to their problems will be lost on your inability to converse conversationally via your content. And this is often the problem of much content!
Effective dental marketing content is a one-to-one conversation.
The extent to which you understand this and do your related “homework” is the extent to which you’ll make a connection…and compel a response.
The Real Value of Dental Content (And Why It Matters That You Be Willing to Pay For It)
The ability to cut-to-the-chase. However you picture that phrase – apply that thought to how you create and share your dental copy and content and you’ll compel more readers.
Before I get into the nitty-gritty…I must say that economy of words (as in less words to make your point) should not be equated with lower fees.
The “Get-What-You-Pay-For” dilemma
Inquiries about copywriting or content services (aka what I do) often mistake less writing with lower fees. For example, its common for a potential client to be under the notion that because a direct mail postcard is small and has less copy that it shouldn’t cost as much.
I’ll let you in on something….
Creating your message with less words is much more strategic and requires more copywriting skill than throwing a lot of cute, creative jargon on a 4 x 6 piece of colorful card stock!
Here’s why. It’s the equivalent of someone going down a long rabbit trail of explanation to give you what could be a few simple (but compelling) words. Or someone who gives you way more backstory than necessary to give you the gist of their experience.
Copywriters and content creators are a dime-a-dozen who can throw words on a screen (page) and bill you for pennies on the dollar. No offense to those clawing their way to earn a living.
But…a core skill is required to step away from the crowded room of freelancers eager to do your copy/content bidding!
K.I.S.S
Not the 70’s rock band (though I loved those guys).
K-eep I-t S-imple S-tup… (I mean) S-illy!
You gotta K.I.S.S. your copy and content. And knowing how to do that strategically with every piece of it you create is a pro-level skill!
I’m biased because I’ve invested years in the use of words to create compelling copy and content. More specifically, within the dental industry.
Sure, I’ve written hundreds of pages for other niches too but here is where I focus a large percentage of my time.
Dentists and dental industry pros don’t make it easier, either.
How so?
As I’ve shared before, industry jargon and CE course-like copy and content seem to be the preferred choice of some.
I have good news though!
That’s changing.
Here’s how…
I get more requests for conversational copy/content these days.
Why?
Because more content seekers are beginning to understand that content that sounds like a conversation between two individuals compels better than numbing, stodgy, institutional, salesy language.
The VOICE
Again, not a pop-culture reference (as in the TV show). “Voice is about relationship, benefits, and response.
Master copywriter and direct-response professional, Paul Hollingshead explains it this way:
”Imagine the person you’re writing to. Picture him or her as a friend. Believe that the product you’re selling will improve your friend’s life. Figure out what it would take to convince you to buy the product.” fn
The essence of his perspective has to do with a one-on-one, conversational tone. It’s creating copy and content that sounds like a dialogue between two friends not an interchange with a commission-driven salesperson.
Big difference!
Three practical steps to improving the value of your dental content and copy
1-Write to one person
Before your begin writing, “picture” a person.
- Who are they?
- Why would they be interested in your services?
- What would compel them to make an informed decision about your services?
- What are their questions about your services?
- How do they prefer to receive the information you provide about your services?
Words are not the only important part of your website, promotion, mailing, blog post, article, newsletter, email, etc.
The “person” who engages with your content is too!
2-Connect with benefits
All “selling” begins with benefits. If that’s true (and it is) why drown your audience in features?
Always talking about your latest, greatest, best, state-of-the-art-est (follow?) this or that misses the reason someone would ultimately use your services.
Benefit focused content and copy delivers value because it resonates with a person’s emotions. They get the sense that a particular service or product will improve…or potentially…change their life!
- Inventory every service you have for the hidden or front-and-center benefit it delivers
- List every benefit you can think of for your services beyond the tagline level (e.g Instead of “whiter teeth and fresh breath…” think job interview or date-night confidence…)
- Include benefits as the plot-line throughout each piece of content you create
3-Compel action
What good is a one-person focused, benefit-rich piece of content or copy if it doesn’t compel a specific response. Fearlessly ask the person you’re communicating with to take action.
Once again, this is where your grasp of specific benefits counts. More so, how they directly apply to the person.
To create action in your copy/content:
- Refer to your list of benefits
- Recall the emotion(s) your audience is feeling related to your service(s)
- Refine the “close” of your copy/content with a specific call-to-action
Instead of a mere “Call us…or Contact us…” add:
“Contact us now to (add specific benefit phrase)…”
Be response-able with your copy and content. Keep in mind that it’s okay to tell your audience what to do. In fact, they sort of expect it.
And remember…
Your services will be valued even more when you place a higher value on the creation of copy and content that’s required to reach them.
Why Your Dental Content Will Be “Loved” (or Maybe Not)
“I could never love you, because you’ll never love anyone but yourself.”
Ouch! That line from the classic film, Groundhog Day reveals an essential principle that explains why people will read and take-action on your dental content (or not).
Bill Murray’s character, Phil, is attempting to woo (to put it mildly) Rita (Andie MacDowell). But his daily do-over is falling short as does his go-for-broke attempt at declaring his love.
The missing element of most dental content
Attraction is tough. Thus, why many of my client conversations involve a discussion about tried-and-sometimes-failed marketing strategies.
- Direct mail that reads like a warmed-over sales pitch
- Email content that sells and promotes more than it informs or engages
- Website copy that’s more appropriate for a CE course
- Facebook ads that highlight in-house features more than solution-oriented benefits
Desperation can lead to desperate attempts to land the “sale.” It’s equivalent to Phil’s failed attempt at love or proposing marriage on the first date.
You know better…right? Yet, you still invest in what appears to be tried-and-true marketing efforts only to find yourself alone at the end of the bar…or err…business day!
What you need is “seduction!”
Wait…what?
Seduction pure and simple!
To clarify, seduction isn’t about manipulation. As concerns your dental content it’s about…
Knowing who you’re writing to and communicating to their needs.
No manipulation necessary. Instead it’s more of what Brian Clark refers to as a “courtship.”
”I’ve described content marketing as a story you tell over time. If that story places the prospect at the center of the story and delivers the right information at the right time, you have a courtship.” 1
The words “over time” are at the core of how best to use content to market your dental services. Keep in mind that it’s a journey…a courtship (not declaring your “love” on the first date).
Keep them informed (reading) and they’re more likely to take the next step (accept your “proposal”)
Empower their search for solutions
The abundance of information is overwhelming. It’s also “noisy.”
You’ll rise above the “noise” and “clutter” when you become the solution to your dental patients/clients.
- Show them how your services or products benefit their circumstance
- Listen to their questions, comments, and yes…even their negative reviews (improve rather than try to disprove)
- Leverage what you hear/discover into next-step content (e.g. Patient: “I’m embarrassed by my yellow teeth…nervous about an upcoming event…” Your Content: “How Teeth Whitening Can Give You the Confidence to Own-the-Room…” you get the picture)
Write for scanners rather than scourers
Most who consume digital (online) content scan. That’s why it’s vital that you create easily scannable content.
- Compelling, benefit-oriented headlines and sub-heads throughout
- Benefit-rich bullet points that summarize
- Actionable wording instead of industry-speak “fluff”
Writing because you like to hear the sound of your own voice is like having a conversation with yourself.
Worse…no one’s listening (reading).
Remember, if the narrative isn’t about them there’s basically only one other it could be about…hmmm…
Our not-so-loved-Phil would tell you that’s a scenario that’s best not repeated!
- https://www.copyblogger.com/seductive-content/ ↩
What to Learn from Augmented Reality That Can Improve Your Dental Content Marketing
U2 understands the value of audience engagement. Their use of augmented reality (AR) during the opening segment of their eXPERIENCE + iNNOCENCE tour provides perspective for how you can use dental content marketing to connect with patients.
I downloaded U2’s recommended app prior to attending the tour’s opening night concert with my wife. The overall concert experience was epic as you would expect from Bono and crew.
I pointed my iPhone’s camera at the enormous screen running the length of the arena floor. The app produced a gigantic (AR based) image of Bono performing the opening song for a few moments.
The use of AR got me to thinking about how vital it is to give your patients a fresh way to engage with your content. It’s essential that you’re a trusted guide on your patient’s encounters with your content – whatever the platform.
Let’s Get Personal
Personalization will set your dental marketing apart from the crowd. Influence is achieved according to how personally you relate to your patients via each content source.
You become a recognized influencer when your content intersects your patient’s life – including how you provide solutions to their problems. Content that sounds formal, out dated, and salesy will keep them at arms length.
If you want to pull them into your story (practice/brand) you must step into theirs (story). This helps when your content could be perceived as lacking freshness or relevance to them.
That’s not uncommon. Your patients are bombarded with buy-this, read-this, click-here content daily. Make yours standout from the crowd.
A Somewhat Different Sound
U2 combined something visually stimulating with their already captivating music. Necessary? Perhaps not – given their achieved level of influence.
For you, it’s perhaps more necessary. Why? Because patients are already dulled by all-about-us content. The kind that promotes “the latest…state-of-the-art this or that…!”
You get the picture. Sadly, your patients don’t!
Adjust your tone. Create a new sound. And you’re more likely to appeal to a crowd of tone-deaf dental patients others aren’t reaching.
Warm-up Your “Crowd” by Renewing Your Content Voice
It’s about narrowing the distance between your “audience” and your content (as U2 did with AR). Creating a new brand of intimacy with your content cannot happen on a traditional stage.
You must augment the “reality” between their need for dentistry and the services you provide. Again, it’s not about you (your services) as much as its about them and their “story” (dental problems and related questions).
1-Lose the salesperson sound
A scripted, late-night-infomercial, like-you-walked-onto-a-used-car-lot tone doesn’t build trust between their story and your services. Effective copy and content can be full of “punch” while being delivered conversationally.
Be true to yourself by creating content that sounds like a conversation…not a sales presentation! Dial-down the salesy voice and dial-up the personal, conversational voice.
In essence, write like you talk.
2-Be enthusiastic just not overly so
Content energy isn’t about hype. It’s about your genuine excitement to solve relevant problems and answer real questions.
Listen to what you’re patients are asking and what problems they’re experiencing. Tap into those and let your energy flow into how your expertise/services can deliver life and health transforming solutions.
You’ll be 90% engaged with them if you start and end there!
3-Bridge the gap between their emotional desires and your solutions
Again, listening is key here. Know your patients intimately by investing time asking probing questions. The kind of questions you’re genuinely interested in hearing their answers about.
Understand your patient’s point-of-view about how your services will impact their life. Give them control over those outcomes as the influential guide along the way.
This is the goal of your content.
4-Think long-term about your relationship with them
Dentistry is rarely one-and-done care. The quality and lifetime value of what you provide confirms this.
It’s your task to educate and inform them along the journey to good health. Ultimately the choice is theirs but you’re in a better position to influence them if you take a long-term view through your content.
This eliminates the pressure to push too hard. If your dental marketing is held hostage to costly direct mail or broadcast media campaigns you’re more likely to feel the pressure.
Content is evergreen and thus cost-effective. Plus it relies on the one thing that gives your patients a sense of control – their permission.
And that gives you access to virtually unlimited potential for influence.
How Buyer Personas Could Increase Your Dental Marketing Success
Before you crank out your next dental marketing piece push pause. There’s something you’ll want to include, besides something catchy or creative.
Compelling today’s dental patient or dental industry client requires more than a burst of creativity. Their decisions about your services have less to do with an eye-candy mailer or luring them with a cute contest.
What’s the catch?
Truthfully, there is no catch. Get comfortable without one.
Today’s patient has one thing you must know and understand. And it becomes the focus of your dental marketing.
A Problem
It’s at the core of their buyer (patient) persona.
David Meerman Scott takes a bold step saying that a “buyer persona” is better than a focus on benefits. He shares a true story that reveals the power of the buyer persona.
”Nick Woodman wanted to sell cameras with a waterproof housing. A ‘benefits, not features’ approach would have used language like, “protect your camera while it is in the water.” Nick however did much more than reverse-engineer benefits from the features. He interviewed surfers to learn about their problems around shooting photos in the waves. Surfers told him they found it challenging to paddle into a wave with a camera, stand, get into balance and trim, and then only having a second to take a photo. It was too awkward to do with the cameras available on the market at the time. The key learnings from the interview is surfers don’t look for the benefit of “protecting my camera in the water”. Rather, they want to know ‘how can I take photos while surfing.’ And that’s how in 2004, the GoPro was born and have since sold millions of cameras.”
Problems lead to solutions. And solutions are what you provide as a dental professional.
But first, what’s the problem?
It’s easy to think about every dental patient as one in the same. Generally speaking that’s true.
And yet each patient has a unique “story” that highlights their specific problem-solution persona.
It’s time for you to become the “mentor-guide” that’s pointing the way. That’s the role of your dental services content.
According to Copyblogger’s Bryan Clark,
”……by accepting the role of mentor with your content, your business accomplishes its goals while helping the prospect do the same. Which is how business is supposed to work, right?”
Stop Marketing to Your Patients…
Instead get to know their problems. How?
Listen
Be attentive to every story they tell…problem they reveal…pain they mention…etc. As vital as your clinical expertise is to them so is your empathy.
If you want them to become part of your “story” you must join them in theirs with a sincere level of empathetic listening.
Use aggressive listening
Have a predetermined set of strategic questions. Make sure they’re designed to probe beneath the surface of why they (really) called and scheduled.
It’s often more than a commitment to routine dental care (though you want them to value that). It could have more to do with their calendar, relationships, or life goals.
For example, create and have on-hand questions designed to gain insight into their social calendar, trips they’re planning, relationships they value, and goals they want to achieve. This helps you apply specific services to a particular chapter in their story instead of a random attempt.
Use anticipatory listening
This is where your expertise (authority) meets their problems. You know, intuitively, what they need by looking in their mouth, at their x-rays, or their treatment history.
How you use that information can help them “write” new chapters in their story. Questions that include:
- “Have you thought about…?”
- “Why would you…?”
- “How are you dealing with…?”
Next…
Leverage
Apply what you hear to your marketing content. You’re perhaps most accustomed to following a templated, standard approach to promoting your practice and services.
Leverage your content into a-ha solutions to real patient problems. This positions you as a “mentor-guide” in their health care.
Again, Bryan Clark confirms,
”When you think in terms of empowering people to solve their problem by playing the role of mentor, you’re naturally performing better than competitors who take an egocentric approach.”
Join them in their journey. Without an empathetic appeal you could miss substantial opportunities to stay engaged via ongoing mentor-status.
Your best leverage is being intuitive about about who your patient or client is (their persona). Intuition becomes accurate by listening beneath the surface of their problem.
Then you’re prepared to share the best solution to solve it!
Solving problems is what you do. It’s better (and more patient-centric) than merely touting your benefits – those that may or may not be relevant to them. The more you know (them) the better your solution-to-problem accuracy.
There’s more to be said about buyer personas. Let this ruminate for a bit…and stay tuned for more on this topic.