The so-called power of positive thinking has found its way into marketing. "So-called," because most of the lore regarding the power is assumed, not established.

This can have an ill effect on marketing in the form of clients wanting to change lines like "Don't miss this chance" to "Take advantage of this chance."

Sounds great in theory. In practice, beware. People are usually more motivated by the prospect of avoiding loss than by the prospect of gaining. For instance, most people would rather be the only person in a room to win $100 than to win $200 in a room where everyone else wins $1,000.

It even seems to hold true in religion. When I ask people why they returned to the fold after years of prodigal living, only sometimes do they credit a desire to go to Heaven. More often they say, "I was afraid of going to Hell."

—Steve Cuno
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Steve Cuno’s newest Deliver magazine column

Eons ago, when I’d been hired to work on the client side, my new employer’s ad agency invited me for a tour. The umpteenth person who had to feign being happy to meet me was the copy chief. This fellow’s ego would have fit easily inside a retail giant’s main warehouse (yeah, yeah, I know, look who’s talking), so the account executive who introduced us decided to needle him. This day’s needling took the form of introducing him as “the guy who writes those reply cards in direct mail.”

While they yucked it up at the intended slight, I smiled inwardly at the unwitting betrayal of their lack of knowledge… (Read the rest of this article by clicking here now.) 
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Yesterday I was a guest presenter in a webinar sponsored by DirectMarketingIQ. I thought I’d share two questions from participants, along with my answers.

Q: I've heard that a different headline would pull up to six times more than another. Is this true?

A: A headline change can certainly do that. Headlines (and, in a sales letter, the P.S.) are read first, so that's where you'll see a good deal of impact. Even changing a single word in the headline can make a significant difference. Decades ago, the legendary John Caples increased response 20 percent by changing "How to repair cars" to "How to fix cars." Sometimes surprisingly mundane changes work wonders. An educational institute for bankers once asked us how to get more branch managers to respond to their newspaper ad. We suggested simply adding the words "BRANCH MANAGERS" in large type at the top of the ad, leaving everything else, including the headline, unchanged. Replies shot up. 

Q: Should we tell the client how they may feel about a collectible product? For example tell the customer this product will take your breath away or instead say this product is breathtaking.

A: "Breathtaking" merely describes the product, whereas "take your breath away" describes the effect on the reader, so it makes sense that the latter might pull better. BUT: what seems to make sense often fails in real life. It makes sense that a product priced at $24 would outsell the same one priced at $29, but the opposite is often true. So, rather than try to reason which wording will sell more, you can know by doing a split-copy test. (I assume you're dealing with a headline. If the wording is buried in copy, I would stress over other things first.) That said, I can't help observing that neither term is particularly convincing. Can a collectible really take one's breath away? There may be a more believable, more compelling claim as to the effect your product will have on its proud new owner. 

—Steve Cuno
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When you write an ad, don't refer to your products as "our products." Consumers don't see what they buy from you as your "products." They buy your tires, your computers, your sandwiches, your loans, your fashions. Save the word "products" for internal chatter.

—Steve Cuno
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I just heard a radio spot for a car dealer where the announcer said, "We don't treat you like a number." Come on, writers, think these things through. When was the last time you overhead someone say, "I'd like to buy a car, but I yearn for a dealer that doesn't treat me like a number." Or, when was the last time you overhead someone say, "They don't treat me like a number? I'm going there to buy a car right now!"

—Steve Cuno
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Thomas wrote today with a great question about lumpy ("dimensional," for you purists) direct mail: 

I am new to the marketing and promo business and I read with much interest the article on Lumpy Mail: An Engine for Lead Generation. I enjoy creating ideas and programs such as this and have already learned from you in this article. I do have one question that I hope you can shed some light on. When you send an item, to the extent that it lends itself to it do you use a printed item or a blank item and just let the item and letter do the talking. For instance, the hockey puck or volleyball. Did you have that printed with your clients information (i.e. name, message, etc)? Thanks for the time and any other hints that you might kick back to me are much appreciated. 

 My reply:  

Glad you liked the article, and thanks for writing. I avoid printing on the enclosed item. That way, the item creates more curiosity, leading recipients to read the sales letter. The moment you print anything on the item, even your company name, it begins to look like a promotional item whose job is to put your name in front of someone, thus reducing the curiosity factor. 

Another mistake to avoid is what I call a "payoff headline." Placing an item in a box with a great headline on the outside is good. Putting a headline inside that gives away your message is bad. Suppose, for instance, that you enclose a tennis ball. A good headline on the outside of the box might be, "WHACK! (Details inside.)" But if on the inside of the box lid you print, "We could make a great match," you've just alleviated any need to read the letter. (Not to mention the fact that wimpy puns like that make for awful strategy.) 

For examples of well-crafted (if I say so myself) lumpy mail letters, click here. Clicking on any of the images will bring up the letter so you can read it. 

 Followup from Thomas: 

One last question if you don't mind. Where do I find postal regulation or guideline related to mailing "lumpy mail" or is all of it contained in a box or envelope as a standard piece of mail. The reason that I ask is that years ago I received a tennis shoe in the mail. It had a mailing tag attached with a postage label on it though it was not "packaged" in any way. Anything you can add to this is much appreciated. 

 My reply: 

My experience has been that you can address, stamp and mail just about anything, as long as it's non-hazardous and not likely to fall apart en route. You also need to watch for state regs. For instance, sending produce to California or Hawaii is tricky, and sending alcohol to Utah is flat-out illegal. It's always wise to check in advance with a business mail specialist at your main Post Office. They won't guarantee their answer, but it's usually reliable. You may have noticed that we mailed the volleyball without a box. We just shrink-wrapped an addressed envelope to the ball. We did the same thing some years earlier when we mailed frisbees for Wells Fargo. Each time, however, I called my USPS rep be sure it would be OK. (I pity the letter carriers who had oodles of volleyballs rolling around in the back of the truck, much less had to carry them from office to office.) 

 —Steve Cuno
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I write a column for Swift, the newsletter of the James Randi Educational Foundation. Not a few of those readers recoil at the very mention of the word marketer. 

I have to admit, there are times I don't blame them. Every day, I see marketing practices that make me wince.

Not all. Marketing, like any discipline, can be used for good or bad, and for purposes landing in-between. Clearly at the end labeled "good" are campaigns urging people not to smoke. I'd also say that keeping the economy going—within reason—is a good thing. Honestly promoting product benefits so that consumers make informed choices is a good thing, too. Plus, evidence shows that international trade, which marketing fuels, is the best war-prevention program humanity has ever devised. 

We might argue over where on the continuum to place marketing that urges people to buy what they don't need, to choose the more costly brand, or to replace a car, cell phone or wardrobe when the old one still serves.

But some marketing activities land clearly at the polarity marked BAD. Shall I list a few? 

• Health products, claims and treatments that don't work. They hurt people by inflicting direct harm, or by lulling them from seeking real treatment for a serious condition. These include homeopathy, chiropractic, acupuncture, wrist magnets, most so-called "alternative" medical preparations (you know, the ones that "Big Pharma" and "Big Medicine" supposedly "don't want you to know about"), faith healing, misinformation spread by the likes of Kevin Trudeau, Suzanne Sommers and Jenny McCarthy.

• Products that don't work and can hurt people financially. Examples include: nonsense from the likes of (once again) Kevin Trudeau (he gets around), stock market prediction books and software, carefully worded (so as to be legal, yet still deceptive) investment schemes, most multi-level marketing schemes.

• Products that are pure flimflam, like psychic hotlines and religious scams.

• Carefully worded claims defended by bogus studies. As I've written elsewhere, I can cook up a study showing that hiring the RESPONSE Agency lowers your risk of cancer.

• Clintonian lies, defined as "technically accurate but designed to mislead." Examples: A recent promotion for new cars for just $88 down and $88 per month. Yeah, right, as long as you don't read the small type. After three months, the payments rocket up to cover what you didn't pay during that time, and to cost you a good deal more than market rates. Or weight loss products which, in the small type, tell you that their claims are "not typical" and that they only work when you diet and exercise (which means the product is moot). Or, until recently, credit card issuers that took you unawares with default rates and other abuses. Or, so-called free samples given only after you surrender a credit card number, later to find you're getting and being billed for shipments after the free one.

• Out-and-out lying. Going out of business! The world's best! Never undersold! 

• Making things look better than they really are. Gray area here, I admit. But we all know what it’s like to make a purchase only to find that the product isn’t what was conveyed. Marketers who do that don’t do it by accident.

What have I left out? Readers, please click COMMENTS (above) and add your own. And, please reward honest marketers with your business, and withhold it from those who abuse your trust.
 
Marketers, there are plenty of worthy products and causes out there to focus our talents on. Let's not stoop. 

—Steve Cuno
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Target Marketing publisher Ethan Bolt quotes Steve Cuno in his new article "7 Tips Copywriting Tips That Should Be Put to the Test.” This is the third time Cuno has been quoted in the magazine.
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Steve Cuno's latest Deliver article

I cringed when I read an article on how to launch a successful business. The author claimed that after deciding upon a product or service, the next most important step was to come up with a “catchy slogan.” The article appeared in a national magazine. Heaven only knows how many more lame slogans you and I will have to endure as a result.

To be fair, there are good slogans. It’s hard to argue with… (click here to read the rest)
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If you’re an advertiser, TiVo can bring both bad and good news. On the bad side, it lets people zip past your ads. On the good side, it tells you which ads are skipped and which aren’t, so you can learn something about appealing to viewers.

TiVo just announced the least-zapped televised movie promos for yesterday’s Oscar contenders. During the past six months, “Up in the Air” with George Clooney was zapped the least. Similarly titled animated feature “Up” was a close second. “Avatar” came in third.

I might add that TiVo finds that the most-watched categories of TV commercials in general are, first, movie promos and, second, direct response spots. Think about that next time you’re about to sink your budget into a self-indulgenty entertaining spot just because your ad agency assures you it will win a Clio.

—Steve Cuno
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