Unless you’ve been living under a rock, it’s no secret that technology is rapidly changing the face of the deathcare industry. That is why it is so important for our businesses to have an online presence. Staying connected to the devices our communities use most gives us the opportunity to boost sales, generate pre-need leads, and grow brand loyalty.
Of course, this story is nothing new. In fact, what you read above is an excerpt from an article in The Cremationist in 2015. So what can CANA add to the conversation now? Well, we are the experts when it comes to addressing the cremation gap (n.) the cremation knowledge gaps around industry topics.
The cremation rate in the USA has surpassed 50%, cremation is the new tradition, and CANA’s statistics point to demographic markers that predict cremation. These markers aren’t restricted to the amount of money in the bank, love for the deceased, or distrust of the industry. Instead, these are the traits of the Roamers who are less connected to a place, a faith, or even a home. And what is the first tool these Roamers will use to find a provider when the worst happens to their family or they’re planning ahead for that inevitable end? The internet, of course—available for free at any time of the day or night, without any pressure to make a commitment, and literally at their fingertips.
Talking to Generation C
The business world is abuzz with a new catchphrase: Generation C. Breaking free of the bonds of what it means to be a Baby Boomer or Gen X-er and refusing to give all the credit to the Millennials, Generation C has embraced the internet and social media. Much like the Roamers described by CANA, Generation C isn’t defined by age, race, religion, or geography: it only takes a wi-fi signal, a username/password, and enough friends/followers/likes to give you cred. Are you a member of Generation C?
Better yet, is your business talking to them? You can’t assume the only people looking online are under 40—and that means you can’t tailor your language that way either. Roamers are planning services for their families from far away: a sibling in Illinois coordinating with one in California about their parent in Florida. This rules out using a phonebook or referencing your local radio, TV, or print ad.
Make it Easy
At-need, time is critical, but no one will be obligated to dig to find you or your business during any stage in the process. Your contact information, services and descriptions, and price ranges should be readily available on your website and mobile-responsive for the browser on the go. Healthy activity on Facebook and other social media platforms demonstrates you’re engaged, informed, and still open for business. None of this can ever replace a phone conversation, much less a face-to-face meeting, but it educates and informs customers about their options, what they want, and what they can expect from your company.
The Pricing Dilemma
This industry has a contentious past with the posting of prices. More than any other profession, ours recognizes the gap between value and cost – price can’t accurately convey meaning. But, we’ve all heard the saying “If you have to ask, you can’t afford it.” Apply that thinking to your business – is that what you meant to say? Is it the market you want to attract?
Our research shows Roamers have higher incomes, but that’s not to say that price isn’t a consideration. It must be for any big purchase. Putting prices on your website removes a barrier between your company and the consumer and brings families one step closer to making the call and arranging the meeting. Making information hard to find—or leaving it off all together—could get you a click, but it’ll be the red X in the corner (a left swipe).
How To Begin
In some ways, the solution is obvious: strengthen your website and engage in healthy social media activity. But, like every part of running a business, it’s not that easy.
“You may find these thoughts frustrating and feel that marketing really should be simpler. I agree, but I’ll also ask you what part of managing a business is easy: Licensing? Personnel? Complying with regulations? As with all those areas, the key is to learn all you can and use that knowledge to make the best choices. If you don’t have the time or inclination to learn, find a professional who can help you, the same way you probably have your taxes done by an experienced accountant.”
A 2015 Cremationist excerpt again, but still relevant today. Building your online presence requires a plan which requires resource gathering, the right minds at the table, meetings, decisions, and execution – and all of that means it will take more than your niece’s kid running your Twitter feed. Ours is a unique industry that you have mastered. Now you need to translate that mastery into effective communication.
You have goals for your company. Think about those. Now define your audience (much narrower than your community): demographics, spending patterns, and the qualities of CANA’s Roaming and Rooted. You likely have multiple audiences you serve that have different qualities—now define your goals for them. What do you want to see change or improve? Okay, so develop a strategy to get there: what is the message, what is the tone and language, and what tactic is most appropriate for the different messaging?
Do you have a strong Celebrant base? Then target the non-churchgoer with explanations about non-religious services and personalization packages with images of your staff in unique locations.
Can you serve non-English speakers? Then learn their values and target messaging in their language and in English toward their next generation. Provide service options that speak to their culture and make shipping remains home easy.
Accessing powerful online channels in combination with carefully selected traditional marketing methods is the best way to activate your communication goals. But however you decide to talk with them, remember, “You'll really need to understand your families, your community, your competition, and the environments in which you do business.” Joe Wiegel (2015), “Marketing’s Silver Bullet,” The Cremationist, Vol. 51, No. 2.
With thanks to Joe Weigel, owner of Weigel Strategic Marketing, for his evergreen insight.
Members can read Joe’s original article and all archives of The Cremationist by logging in to our website.
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