How 3 Big Brands Went Hard Core With Content Marketing (And the Lessons You Can Learn From Their Success)

In spite of all the hype that surrounds content marketing these days, many businesses still have lingering questions about exactly how to use content as a viable marketing strategy:

• What exactly is content?
• How do I know if this approach is right for my business?
• What resources do I need?
• How do I measure the return on our investment?
• My company sells widgets, so why would we need it?

In the face of such uncertainty, it's human nature – and therefore the nature of business – to look to those around us for guidance and inspiration. This is especially true for brands that have earned our respect. We may not always have access to the carefully guarded data behind their decisions, but where and how those organizations invest their marketing dollars is telling.

So let’s look at how three top brands – a lifestyle products company, a professional services association and an e-commerce behemoth – are investing in content to build relationships with customers and drive sales.

Cooking up content with Williams-Sonoma

Known for its high-end kitchen products, Williams-Sonoma has crafted a customer experience that’s far different from buying discount cookware off the rack at big box stores. Instead, the company has built a lifestyle brand around the idea of just how rich life in the kitchen can be.

As a result, it's no surprise that Williams-Sonoma's website is well stocked with content about the food-lover lifestyle, including recipes, wine, entertaining ideas and gardening tips.

The brand, however, has taken content-as-marketing-strategy a giant leap further by developing a website dedicated solely to kitchen design and remodeling – Cultivate.com – with features like premium photo galleries for design inspiration and a database of remodeling professionals aimed at helping readers create their dream kitchens.

Cultivate content partnerships Williams-Sonoma style

With Cultivate, Williams-Sonoma has done something noteworthy by forming strategic partnerships with both premium brands and remodeling professionals. As a result, they've created both a high-quality remodeling resource for consumers and a powerful sales tool for business.

It's a win/win/win scenario.

First, Williams-Sonoma wins because these partners, incentivized to provide great content for the site, bring additional expertise and value to readers while simultaneously easing the resource burden of producing so much high quality content. Williams-Sonoma can equip your kitchen with gadgetry, but "A Shopper's Guide to White Marble Counters" is outside the brand's focus. Fortunately, premium tile company and Cultivate partner Walker Zanger has the expertise and credibility with customers to fill that content void.

Second, the partners win because William-Sonoma has created a micro-marketplace and platform for engaging with customers already primed for their products. The site's powerful photo gallery feature lets users search kitchen designs by color, layout, style and cost, and all of the content is professionally produced by design and architectural firms eager to feature their services.

Last and most importantly, readers win because they get a better resource for kitchen remodeling, with professionally written content, expert advice, special offers and carefully curated products – all in one convenient package.

Even if you don't have a Cultivate-sized budget, your business can still take advantage of content partnerships and the benefits they provide. The key is to identify other companies that compliment – not compete with – your products or services.

For example, a business law firm could partner with both a CPA and management consultancy to create an advice blog serving local business owners.

Or, as a starting point, consider having other businesses provide some guest posts for your company blog. This toe-in-the-water approach allows you to test how well their content resonates with customers and which potential cohorts are the right fit, all before diving into a content partnership.

Just like cooking, gardening and most other things in life, it's often wise to start small, learn from both your mistakes and your success, and then grow from there.

Content from REALTORS that really hits home

The National Association of REALTORS (NAR) has long positioned itself as the foremost authority on home ownership, and its impressive credentials back up that message. It's the largest trade association in the U.S. with over 1 million members and its own political action committee.

So it makes sense that its brand message to potential clients is that Realtors, as experts on everything from property values to legal issues, are essential to navigating the complexities of buying or selling a home.

The challenge when selling professional services, however, is that you are, according to best-selling marketing author Harry Beckwith, "selling the invisible." There's no product to return for a refund if the customer is dissatisfied, and the stakes are often higher, both in cost and risk. So building trust with your clientele before they sign a contract is critical.

NAR is using content to build this trust and reinforce the perception of its brand as a network of specialized experts through HouseLogic.com, an exhaustive information resource dedicated to all areas of homeownership, including:

• DIY home improvement and maintenance
• Working with contractors
• Outdoor and green living
• Understanding insurance, home financing and taxes
• Education about home ownership legislation and causes
• Working with a Realtor

Want to gauge whether to tackle a home improvement project yourself or hire a contractor?

What's the difference between a standard home equity loan and an FHA 203(k) loan?

Who are Fannie Mae and Freddie Mac?

HouseLogic holds the answer. So what key content lessons does HouseLogic hold for the rest of us?

Build content the REALTOR way

First, build to your brand. HouseLogic draws visitors in with content about curb appeal and customized kitchens, but it doesn't stop there. Rather, it moves beyond these themes common to thousands of other sites and addresses issues more critical for homeowners – issues only the NAR could speak to. This depth and breadth reinforces the REALTOR brand as the definitive information resource for homeowners.

If you're a product company, create content that mirrors the space where your products intersect with your customers' lifestyles. If you provide services, make sure your content approach supports the emotions that you want customers to associate with your brand, whether trust, enjoyment, security or convenience.

Second, hire pros as much as possible. Realtors want you to rely on their professional expertise, so HouseLogic follows that thinking by using experienced content creators who are knowledgeable about the topics they're covering. For example:

One writer covering home decor and improvement, is a "HouseLogic contributor and builder of luxury homes in McLean, Va. She’s been a Homes editor for Gannett News Service and has reviewed home improvement products for AOL."

Another who writes about DIY repairs and remodeling, "has written or edited over 60 books on home repair and remodeling for The Home Depot, Lowe’s, Better Homes & Gardens, Sunset, and Reader’s Digest. He's a former contractor with decades of hands-on experience."

Your organization may not have NAR's resources, but that doesn't mean you shouldn't invest in creating as much great content as your budget allows. In these freelance-friendly times, there are writers and editors aplenty. Or save yourself the hassle and outsource your content entirely to a trusted digital marketing firm that understands the intersection of the Web, content and customer experience.

And don’t forget about photography and video production – two other content areas where it's typically better to hire a pro than to do it yourself. For some brands, a slick video may seem to sales-y while a more amateur style video could come across as more genuine.

Keep in mind, the main objective is not to simply to look professional but to build your reputation as an expert in your field, and hiring a professional can help you find that focus.

Content to cart with Amazon.com

While Amazon.com has built an e-tail empire hawking content such as books, movies and music, the brand's approach to connecting with customers through content is just as impressive.

Unlike Williams-Sonoma, NAR and probably 99 percent of other companies using content to grow their businesses, Amazon has chosen to buy rather than build, to purchase a stake in pre-existing communities and their rich content rather than producing their own. And boy have they picked winners.

IMDB.com (Internet Movie Database) is essentially the Wikipedia of film and television. The content is entirely created by the user community, covering cast lists, photos, trailer clips, script overviews, production notes, trivia, industry news and much more. It's the destination site for lovers of film and television.

Similarly, DPReview.com (Digital Photography Review) has been providing in-depth reviews of cameras and photography equipment for years, building a large and engaged community of pro and amateur photographers who share their questions and insights in forums and their photos in galleries.

It's not difficult to see why Amazon would want to tap into these content communities. Ads and obvious calls-to-action allow site visitors to easily move from an article about a movie or camera to the corresponding product page on Amazon.

But Amazon has very impressively exercised much restraint here, choosing to be present in the content but not dominate it. In other words, Amazon didn't start meddling with what the community had built. To do so would have meant a breakdown of user trust and therefore site traffic and sales. They don't care which camera or movie you buy, as long as you're buying it from Amazon.

Connecting with content communities

Amazon is a trail-blazing company in many ways, and their decision to to plug in rather than publish on their own is a path worth considering, especially for organizations just starting out with content marketing.

You don't have to build a great content site if you can buy one that's already providing great content and has a loyal following. If that sounds too expensive, then look for a small but respected blog in your niche market to use as a test project.

If you can't buy at all, you can still make the most of other people's content by growing your own presence in their communities. Engage in forums and contribute content to their sites.

If you do buy a site, stay out of the way. DPReview's press release about being acquired by Amazon includes a reassuring "we-won't-break-it" quote from Amazon CEO Jeff Bezos: “DPReview.com is by far the most authoritative source anywhere for straight talk about new digital cameras. We at Amazon.com have been their fans for a long time, and we extend a big welcome to the dpreview.com team.” The release goes on to reassure everyone that the site "will continue to function as a stand-alone operation."

It will be tempting to try to bend the conversations and content in your favor and promote your products extensively, but such heavy handedness is a quick way to kill an online community. Don't ruin the trust that's already been created between the site and its followers.

These themes of building trust and providing value are the common threads that connect Amazon, the National Association of REALTORS, Williams-Sonoma and every other company that's doing content marketing well. It is without a doubt the most important lesson we can learn from their examples.

Ten Secrets to Must-Read Copy

If you’re counting on your website to help you grow your business (as well you should be), then you must accomplish three goals:

• You must get them there. That’s traffic building disciplines such as SEO and extending your content to places beyond your own website.
• You must engage them. That’s great design and user interface.
• You must persuade them to stay and, ultimately, to buy. That’s where razor-sharp content comes in.

The myth of web copy

The often-used argument, "no one reads anything" is true, but it’s only half the story.

The fact of the matter is that no one reads anything that doesn’t hold their interest or isn't a pleasure to read.

You have only seconds to make the case for visitors to stay on your site and give you their time and attention. Overcoming the burden of proof that your content is interesting and relevant is a formidable challenge but one that can be conquered, if you know the tricks of the trade.

Here are the 10 secrets to writing copy that demands to be read:

1. Start strong.

Your headings are your first make-or-break point in determining whether a reader will continue to delve deeper into your site or give up and look elsewhere to find what they need. They must grab attention and make the case that what follows is relevant to their interests.

In this way, your copy should flow like runners in a relay race. A great headline will motivate your readers to continue to the first sentence below. A strong first sentence will keep them hooked as they move to the second sentence and so on.

You must start strong and then maintain sharp, focused writing throughout to lead readers inch-by-inch down the page.

2. Break it up.

If you have only one heading on a page, you have only one opportunity to sell your content to the reader.

Don’t put all your eggs in that basket. Instead, divide your copy into sections by topic and cap them off with subheads. In doing so, you create multiple chances to grab the reader’s attention as they scan the page looking for information that is relevant and interesting.

Each subsection should have a main idea and a distinct purpose. Breaking up your text into bite-sized bits is not a band-aid for lazy writing that doesn’t get right to the point.

Prioritize and make your most important points first to minimize your chances of losing the reader before they reach your key sales message.

3. Keep it short, sweet and scannable.

No matter who your target reader is, you can be sure of one fact: their time is a precious  and limited resource. You’ll never have more than a minute to show the goods, make your point, build your case or speak your mind.

The tendency of readers on the Web is to scan down the page to identify interesting information or answers to their questions.

They aren’t likely to read more than a few sentences at a time, so make sure your key points are easily identifiable. Use call outs and sidebars to say, “Hey, you, look at this!”

Bullet points are your friends. So are periods. Short, concise sentences are easier to process while scanning.

Forget what you learned in school about paragraph structure. If a paragraph needs to be one sentence, so be it. It’s better to make sure your most important information doesn’t get overlooked than to please your sixth grade grammar teacher.

4. Choose your words carefully.

Naturally, you have great passion for what you do, and you want to share as much information as possible about your product or service with anyone who will listen.

Unfortunately, in today's culture of the Web, you just don't have that luxury.

Every word on the page ticks down the clock on the window of opportunity for you to convert a visitor to a customer.

Channel your enthusiasm for your business into making sure that your content is concise yet powerful. One fantastic sentence that hits the bullseye will serve you better than a mediocre, rambling paragraph any day of the week.

Challenge yourself to pare your text down to only what's absolutely essential. Be ruthless in writing and rewriting to ensure that there are no wasted words.

Edit, edit, edit. And when you think you are done, edit again.

5. Don’t forget to qualify and quantify.

Brevity is not a license to write in sweeping generalities. Broad statements that aren’t supported with facts or evidence immediately raise red flags of mistrust for readers.

It’s important to be specific. Don’t write excessively flowery prose like you’re describing menu items at a restaurant. Do provide meaningful details.

Statistics and customer testimonials are great assets that add credibility to your key sales messages without wasting words.

6. Write like a human.

When writing for your website, don’t turn into a keyword-spewing robot, and don’t stuff your copy full of jargon and big words to make yourself sound like an expert.

Write like you would naturally talk so that you come across as a real person and not a product brochure from the 1950s. Allow your personality to shine through. It’s better to err on the side of informality than to alienate readers with stiff, lifeless writing.

Don’t think about addressing an audience. Instead, approach your writing as if you were having a conversation with one person. What would you say if they were standing in front of you?

7. Know your audience

Knowing your audience is key to knowing what to leave in and what to leave out. You don’t have to start at A if your readers are already at K.

We’re not just talking demographics here. You must think about the typical person who would land on your website, their level of sophistication with the subject matter and where they are in their decision-making process.

Is the type of product or service you provide something that is already familiar to them? If so, skip the basics. They already know they need what you have to offer, so get down to the business of demonstrating why yours is superior to the other guys’.

Are you bringing something new to the market? Then you’ll need to take a step back and educate your readers about your product (no rambling, please!) as well as why they should trust you.

8. Focus on the reader.

Good writing is not about telling readers what you want them to know.

It’s definitely not about stroking your own ego.

It’s about answering the questions that are present in your reader’s mind:

• Will this solve my problem?
• Will this save me time?
• Will this save me money?
• Is this company trustworthy?
• What if I’m not happy with the product or service I receive?

As you address these concerns, think less about features and more about benefits:

• What value will they receive from your product or service?
• What do they already use or possess, and why is yours better?
• What is not having your product costing them in terms of time, money, efficiency or even happiness and life satisfaction?

Demonstrate how your product or service pays for itself. Anticipate sales objections and address them directly.

9. Don’t answer every question.

You don’t have to introduce yourself, make your pitch and close the sale all on one page. It’s okay to leave them wanting more.

Your job is to start the conversation.

If you can hit the sweet spot between providing just enough information to pique your readers' interest and not putting all your cards on the table at once, you open the door for them to call you, e-mail you or complete a contact form.

10. Bring in the designers.

Wait a minute – I thought this article was about good writing!

Technically, it’s about good content, which goes hand-in-hand with good design.

It’s classic a chicken-or-the-egg scenario. If your writing is Pulitzer-worthy but your design is lackluster, you’ll turn away customers. If your design is beautiful but your writing is dull and disorganized, you’ll send them heading for the hills just as quickly. You can’t have one and not the other.

Design is the packaging for the delivery your content. If a reader lands on a page and sees nothing but a disorganized sea of text, they’ll be immediately overwhelmed, and they won’t even begin to try to make sense of it.

You need the help of a designer to paint your content on the canvas of your site. By augmenting your text with beautiful photography, illustrations, diagrams, infographics and pull-quotes, you’ll create a wonderful reading experience every time.

Need help?

While each of these tactics is simple and straightforward in theory, they are challenging to put into practice.

If you are writing your own content, it’s important to sharpen your writing skills and discipline yourself to keep your text brief but powerful.

If you’re not confident that you’re up to the task, don’t hesitate to call in the professionals. Fame Foundry’s copywriters are masters of the art form of crafting your sales message so that it is both comprehensive and to the point, while addressing the key motivations and concerns of your readers.

The investment you make up-front in ensuring that your copy is sharp, concise and well-designed is a drop in the bucket compared to the sales opportunities you’ll be guaranteed to lose as a result of dull, disorganized content that sends visitors running to Google to find a more appealing option.