Hype vs Passion: Perfectly Judged Web Copy

Hype-filled website copy

Copywriters face a common conundrum: how do you inject copy with energy and excitement without it reading like a horrible heap of hype?

I’ve been reading around, trying to work out exactly what makes powerful copy that excites people but doesn’t turn them off with the ripe stench of fraud.

Copy that’s redolent of hype makes readers lose trust – and when trust is lost, so too are sales.

It seems that the factors that influence whether copy reads like hype or not can be easily categorised:

The Good Stuff

You can grab attention and get people thinking about your products by telling them captivating stories, or by painting a picture with words.

Powerful words also help your messages to leap from the page and smack your reader in the face. (Powerful words are difficult to quantify, because it depends very much on their context. And many ‘powerful’ words are overused – which dilutes their power. But any word that carries energy or powerful connotations in the context that you’re using them in can be considered powerful.)

Clichés will never be powerful – so avoid them.

The Bad Stuff

Energy becomes hype when you use exclamation marks too much!!! See?

Copy that has loads of energy but no evidence to reinforce claims made is prime hype material. If you want to shout about something that’s amazing, make sure you back up those claims with evidence (authentic testimonials, client names etc).

Unrealistic claims. Don’t exaggerate. If a product could theoretically make a person a million dollars in a minute, but real people had only managed to earn a hundred dollars in a week, don’t be tempted to trade on the potential power of the product. Keep it real!

How to Do More on the Web – Part 2

(Part 1: How to Do More on the Web: A Few Ideas)

Part 2: Thinking about Your Products and Services (Your Offering)

Okay, so you know what you’re selling, but do you know what people are buying?

If you’re selling books, your customers are buying information, knowledge and entertainment. If you’re selling cars, your customers are buying freedom, independence and a romantic idea. If you’re selling beds, your customers are buying a good night’s sleep, relaxation and comfort.

Whatever it is that you’re selling, think about what your customers are thinking about when they’re buying.

Make the Most of Your Features and Benefits

Another way of thinking about the difference between the thinking of the buyer and seller is to think about features and benefits.

The features of a product are things like:

•    Stainless steel construction
•    Dual-core processor
•    Available in 200 colours

These features mean something else to your customers. To a buyer, features translate into benefits.  Benefits like:

•    Won’t rust
•    Handles multiple applications without crashing
•    You can find one that suits you

Whenever you present a product or service on the web, mention the benefits as well as the features. It may sound like rudimentary advice, but it’s an essential part of any website. Many organisations fail to clearly present the basis of their offer. What seems obvious to you, from within your organisation, is potentially alien to your visitors.

See also:

Do People Understand?

How to Do More on the Web – A Few Ideas

How to Sell More on the Web:

A Thoughtful Approach to Crafting Success

This guide isn’t just about selling more on the web: it’s about achieving your goals, whatever they are.

That might mean selling tickets to your gigs, or getting donations for your charity, or building support for your big idea. Whatever you’re trying to do, the principles and ideas covered will apply to you. Just bend the suggestions until they make sense for you.

Good websites are full of people’s ideas. Anything worthwhile needs a bit of brain-space. As soon as you start thinking about your website your chances of success increase dramatically. Most websites suck and fail because they are designed and built in haste and then left to gather dust. Always view your website as an evolving work in progress.

If you get stuck, and can’t find a way to progress, email leif@kendallcopywriting.co.uk – if I can spare a few minutes I’ll think about your conundrum.

This guide should answer questions like:

  • Why doesn’t anyone visit my website?
  • Why do people come to my website, but never buy anything?
  • What can I do to create interest around my website?

Who is this for?

This guide is designed to help anyone with a website. If you’re a very experienced website creator/owner/manager then this guide might not offer anything new. But if your website doesn’t do a lot, then you might find a few useful ideas.

Success Doesn’t Have to Lead You to Evil

Selling more things, or recruiting more donors, or persuading people that your scheme is brilliant does not need to involve under-hand tactics. Success does not require evil.

If you’re offering something useful then you should let people know. This guide is all about how you can let people know.

Part 1: Thinking about Your Customers

Before you think about your website, you need to think about the people that you created it for: your customers.

  • Who are they?
  • What do they want?
  • Why do they want your products?
  • What can you offer them?
  • Where are they?
  • How can you get in front of them?

Who Are Your Customers?

If you’re going to sell anything to anybody, you’ll need to establish who wants what you’ve got. Are they:

  • Young, old, or in-between
  • Male or female
  • Organised around a niche
  • Highly web-literate or borderline Luddites
  • Pinko liberals or conservatives?

Identify your target audience. Think about who they are. Imagine you are them. Step into their shoes and consider their motivations. Ask yourself:

  • What do I want?
  • What am I trying to achieve?
  • What are my concerns?
  • What would make me happy?

Why Do Your Customers Want Your Products?

Okay, so you know what you’re offering, what it does and why people use it… or do you? Do you really know why people use your things, or engage your services?

You might think you know exactly what people are doing with your stuff, but you might be surprised to learn that people are misusing your products – or that they really just want your services for a reason other than the ones you intended.

Luckily, it’s easy enough to find out what your customers are up to. Just ask them. And you don’t need to set up a survey and harvest reams of data. Just call a few people and have a chat.

A few examples of products that have found unintended uses:

misprod

Thanks to the following for their suggestions:

http://twitter.com/mikebrondbjerg

http://twitter.com/SpaSpy

http://twitter.com/kathburke

http://twitter.com/Angpang

Meeting Your Clients in the Middle

Your products and services might be valued for reasons other than the ones you know about. If people think about your work in different ways to you, address this in your website’s copy.

Related blog post:

Apple’s Honesty Policy

What Can You Offer Your Customers?

Are there other ways you could help your customers? Are there additional products or services that fit with your existing range? What would people like from you? How can you make people’s lives better, easier or more fulfilling?

Don’t just assume that your products and services have to stop where they are now. If there’s something more you can offer – something real, something useful and desirable – then start offering it.

Crafting Your Offer to Match Your Customers

Many businesses decide what they do, then create products and services that they think are required, then offer them for sale. Rarely do businesses ask what is required – what is wanted – and then offer it.

It’s easier to sell the thing that people want, than it is to sell the thing that you need to sell. So if you’re struggling to sell something, consider changing it until it meets people’s needs.

Again, it’s a good idea to spend time talking to your clients. And don’t make it complicated. Just pick up the phone, dial a number, say hi, ask some questions.

Related blog post:

Don’t Treat Your Website Like a Commodity

End of Part 1

That’s it for Part 1. Part 2 will look at your products and services (although really we’ve already thought about this, but in relation to how your customers think about your products and services.) Part 2 is the shortest section.

In Part 3, we’ll explore the aspects of your website that might be failing. This will cover SEO, social media and other wonderful things.

The Absence of Marketing

Oh, and did you notice that I haven’t mentioned marketing ? There’s a good reason for that. Many people in marketing are disreputable,  unlovable rogues who smarm their way through life with slick grins and thin lies. ‘Marketing’ is a word so loaded with negative connotations that I prefer to discuss ‘marketing’ without using the word.


Invisible Copy – Why Your Copy Should Have a Small Ego

Short version

Good copy doesn’t attract attention to itself – it attracts attention to your products and services.

Long version

Occasionally clients expect copy to have some ‘wow’ factor. Perhaps they were expecting poetic, glorious prose. Or perhaps they were expecting copy that their clients would remark upon. Or perhaps they just expected something more sensational.

In most cases, for most organisations, copy should not draw attention to itself. Good copy does not stand out. It draws attention to your organisation, your products and your services. The best copy is like a ninja – it moves silently and people read it without even realising that they’re reading something.

So when you employ a copywriter, or write copy yourself, don’t aim for copy that is loud or spectacular. Aim for copy that communicates clear messages, sinking into the background and focussing attention on you and your offer.

How can you stand out from the crowd?

Stand Out in a Crowd

Highlight your differences. Why are you better, faster, cheaper or stronger than your competitors?

Work out your Unique Selling Proposition (USP) and then advertise it. Tell your customers why you’re better than the other guy.

A freelance copywriter can help identify the thing that makes your business special. Sometimes a fresh pair of eyes will see something new – something your customers will want to know about.

If the economy continues to make running a profitable business more challenging, differentiating yourself in a crowded market will become even more important.

Stand out from the herd and your customers will notice you.

(picture courtesy of Floppylion)

Why clear communication should be your priority

communicationopt.gif

Smart business people recognise the value of good communicators.

If your organisation doesn’t value communication, you may be wondering why people don’t get what you do.

Poor communication at all levels of an organisation can be the cause of:

  • Confused customers
  • Disillusioned staff
  • Unclear goals
  • Bad products/services.

If your team doesn’t include any talented writers, consider using a freelance copywriter to boost the quality of your organisation’s communications.

(picture courtesy of Sascha on Flickr)

What Makes a Great Copywriter?

“What makes a good copywriter?”

This was one of the questions I was asked yesterday by Naomi Knight. She was interviewing me as part of a project for her digital media course.

My answer?

  • Curiosity
  • Business brain
  • Creativity

My rationale?

Curiosity Made the Copywriter

While copywriters can get away with being just an average writer, they really need to have a head that’s stuffed full of information. A natural curiosity about our world tends to leave a person with just such a stuffed head.

All those seemingly pointless facts come in handy when you’re writing copy about something weird.

Business Brain

Copywriters are business people, not artists. Writing copy is about selling products, persuading people and delivering messages effectively. It is not about beautiful prose and winning awards.

To write copy well you need to understand your purpose. David Ogilvy’s On Advertising is a great book about advertising that hammers home this point.

Creativity

Foster creativity. If you want your brain to be creative, you have to feed it first. In my experience, ideas happen because there is something in your mind that leads you to another, brand new, thought.

Without that stock of knowledge or inspiration, you may find it hard to be brilliant.

And the rest…

Copywriters require a great many other skills to write great copy, but I think these three are the most essential. If you’re a copywriter or if you’ve worked with copywriters, please let me know what you consider to be classic copywriter traits (good or bad!).

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