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Have you ever seen something in the window of a shop that you just had to have — and then bought it immediately?

In most cases, that’s not how purchases are made. (And thank goodness, otherwise many of us marketers would be out of a job.)

Most of the time, before becoming a customer, a person will first go through what’s called the sales funnel. The sales funnel consists of the different stages a customer goes through leading up to their purchase — from looking at your website for the first time, to subscribing to your email list and reading your emails over a period of time, to talking to a sales associate and figuring out whether to buy from you.

Although it’s called a “sales” funnel, it’s been at the heart of marketing for ages. That’s because at any given time, your prospective customers are all at different points in their journeys toward a purchase. It’s a marketer’s job to give them the fuel to move them along the funnel toward a purchase.

The internet has made it easier for marketers (and salespeople) to engage customers at the various stages of their journey using content marketing. That’s one of the main reasons that 88% of B2B marketers are using custom content marketing (up 86% from 2015), and 76% of marketers plan to produce more content this year.

Despite that increase, 65% of marketers are still challenged when it comes to understanding which types of content are effective and which types aren’t. Much of that challenge can be traced back to marketers who struggle with creating the right content, for the right people, at the right time.

When you don’t have a complete understanding your audience, a disconnect is created between your business and your potential customers. For content marketers, this usually means you’re putting out content that your readers don’t really relate with, which can cause you to lose them.

As is the case in all marketing disciplines, it’s important to understand your audience: how they think, the answers they seek, and the path they tend to take to find a solution. From that research, you can begin crafting a documented content strategy that maps your content to the various stages of the buyer’s journey.

In this post, I’ll begin by defining the buyer’s journey as it aligns with the sales funnel, by its three main parts: the top of the funnel (awareness), the middle of the funnel (evaluation), and the bottom of the funnel (purchase). Then, I’ll offer ideas up for effective types of content to create for folks in each stage, including examples from real companies.

Defining the Buyer’s Journey

In most cases, you can base your strategy around a three-stage funnel:

• Top of the Funnel: The “awareness” stage, where people looking for answers, resources, education, research data, opinions, and insight.
• Middle of the Funnel:T he “evaluation” stage, where people are doing heavy research on whether or not your product or service is a good fit for them.
• Bottom of the Funnel:T he “purchase” stage, where people are figuring out exactly what it would take to become a customer.

Keep in mind your funnel may look very different depending on factors like your industry, business model, product, pricing, and audience. Some B2C customers, for example, spend very little time in the middle of the funnel compared to B2B customers that require far more nurturing, engagement, and relationship development before a purchase is made. A $50 pair of sneakers, for instance, requires a lot less handholding when it comes to making purchase decisions than a $10,000 business software investment.

On the other hand, a B2C customer making a substantial purchase equating to thousands or tens-of-thousands of dollars — like a new car or a big vacation — may spend a lot more time in the middle of the funnel before making a decision as they research and develop trust with potential brands.

Price isn’t the only factor though. I guarantee I’d spend significantly more time looking into, engaging with, and comparing $5-per-month SaaS brands for a business service to a $5-per-month investment in something like Pandora or Slacker internet radio.

Because audiences can vary so widely based on industry and intent, persona research is of the utmost importance. Only by understanding their unique process for awareness and evaluation will you be able to create a truly effective content marketing strategy, packed with custom content that best supports their journey toward making a purchase.

Let’s look at a standard funnel and what you could expect at each phase:

Top of the Funnel: Awareness

At this point, a buyer is trying to solve problems, get an answer, or meet a need. They’re looking for top-level educational content to help direct them to a solution, like blog posts, social content, and ebooks. Their value as a lead is low because there’s no guarantee that they’ll buy from you. But those who find your content helpful and interesting may journey on to the middle of the funnel.

Middle of the Funnel: Evaluation

When someone moves into the middle of your funnel, it means you’ve captured their attention. They know they have a problem that has to be solved, and now they’re trying to discover the best solution. The need for a future purchase commitment creeps up as they’re evaluation their options.

While the top of the funnel is designed to educate a prospect, this is the stage where you want to show why your solutions in particular are the best fit. (You also want to help people determine if they’re not a good fit, which will be very important later for healthy customer retention. If you convince customers to buy who aren’t a good fit for your business in the long run, you could be shooting yourself in the foot in the form of high churn rate later.)

The middle of the funnel is typically a point of extended engagement where you’re nurturing a lead, building a relationship, and establishing trust between the audience and your brand.

Bottom of the Funnel: Purchase

The bottom of the funnel is where someone is making the actual purchase decision. They’re ready to buy, but that still doesn’t guarantee that they’re going to buy from you. That’s the last choice they have to make: Where do they get the solution they’re seeking?

In most cases, leads at the bottom of your funnel just need that final nudge and that compelling call-to-action to get them to make a purchase decision. The right offer and content at this stage can have a dramatic impact on lifting your conversions.

Content Ideas for Each Stage in the Funnel

Content Ideas for the Awareness Stage

According to Adweek, 81% of shoppers conduct online research before making a purchase. There’s a good chance that a majority of your audience falls into that category. Remember, these people are looking for information and answers relating to a problem that points back to a product/service need.

One of the most powerful ways to capture their attention is through optimized, high-value written content like blog posts, ebooks and white papers, and reports with original research. Don’t feel limited to written content though; amazing top-of-funnel content can also include videos, social media content, courses and certifications, and other forms of educational content

Examples

Farmers Insurance, for example, launched its 15 Seconds of Smart campaign: short, 15-second videos educating their audience on insurance opportunities — while being wildly entertaining. These snackable bits of content were delightful, shareable, and educational all at once.

Another example comes from MindBody, a company that targets small business owners in the health, spa, and beauty industry. The “Inspiration” section of their blog is filled with user-generated content (content submitted by their customers) that taps into the power of emotional storytelling while increasing engagement with people who already love their products and leveraging the power of word-of-mount marketing. (Read this post for more inspirational user-generated content campaigns.)

ConversionXL is a website that specializes in educating marketers and business owners on conversion optimization. As such, much of the content they share is meant to drive high-value leads to their conversion optimization service, like gated offers.

However, in addition to these offers, they also launched a ConversionXL Institute, which offers training for those who either don’t have the budget or traffic for a premium optimization service. Their top-of-the-funnel content appeals to both audiences, using ebook offers to gain opt-ins and deliver value to their segmented audiences.

Content Ideas for the Evaluation Stage

Blogs are a great way to attract attention to your website, but they lack the personal engagement side of marketing that helps businesses qualify prospects and nurture relationships. This kind of engagement is necessary, especially for people in the middle of the funnel.

Evaluation is arguably the most critical point in the buyer’s journey because this is where prospective customers start eliminating solutions that aren’t a good fit.

Unfortunately, a surprising 68% of B2B organizations haven’t even defined the stages in their sales funnels. Without defining the stages in their funnel, they can’t possibly nurture leads effectively — meaning they’re making little to no concerted effort to move customers to the purchase stage.

Companies with refined middle-of-the-funnel engagement and lead management strategy see a 4–10 times higher response rate compared to generic email blasts and outreach. Nurtured leads produce, on average, a 20% lift in sales opportunities. That’s not something good marketers take lightly.

People in the middle of your sales funnel are likely to be looking to you for content showing that you’re the experts in your industry. That’s why the most effective types of content in the evaluation stage are things like expert guides, webinars, live interactions, and whitepapers that compare your features and benefits with that of your competitors, like this one comparing HubSpot to WordPress.

Examples

Zendesk puts out a wealth of in-depth educational content, like the gated ebook offer on how to build and manage a virtual team below. This piece of content targets people who manage remote teams, and it goes a step further than a typical, top-of-the-funnel blog post by diving much deeper into the subject. Middle-of-funnel content like this helps point their audience to a specific solution, while simultaneously building a relationship between business and consumer.

Image Credit: The Kapost Blog 

DocuSign does a terrific job with their email marketing content by delivering timely and targeted expert content to an audience – building engagement leading up to a final CTA that spurs an audience to take action at the bottom of the funnel. (Here are more great examples of email marketing campaigns you can browse for more ideas.)

Image Credit: The Kapost Blog 

EYStudios, an ecommerce web design and development studio, regularly holds live webinars that include interactive commentary, user-submitted questions, and episodes that often feature expert contributors. Their interactive content targets those already tuned into the brand who are likely looking to make a change with their ecommerce site, or who may be gearing up for a launch.

Content Ideas for the Purchase Stage

The more time you spend online, the more you’ll see bottom-of-the-funnel content all over the internet. Websites are full of calls-to-action for trial offers, demos, downloads, and estimate request buttons — despite the fact that the majority of their audience isn’t ready to buy initially.

In fact, Google and CEB’s The Digital Evolution in B2B Marketing report shows that people get up to 60% of the way through a buying process before they’re ready to talk to anyone about making a purchase. 

By itself, a bottom-of-the-funnel offer isn’t likely to close a lot of leads into customers. However, when you have it mapped appropriately to the buyer journey, you’re combining the compelling nature of that final offer with all the engagement you’ve created leading up to that point. You’re far more likely to nail the close and see that lift in conversions.

The most effective types of content in the purchase stage tend to be case studies, trial offers, demos, and product literature.

Examples

Kissmetrics is a star at using customer stories and data in an educational and entertaining way. Whereas many companies will list out their product features in a text-heavy format, Kissmetrics uses infographics and other attractive visual content to help close the deal. This is the kind of compelling digital product literature that’ll help sway a person’s decision.

Zapier has taken the demo route to the extreme, offering a “Free Forever” pricing plan to help onboard their audience. With the packed but slightly limited features, it’s a clever way to warm people up to the paid services. Once you sign up for the free option, Zapier cycles you back to the middle of the funnel and continues to strategically build the relationship by reinforcing the effectiveness of their platform and steering free or “demo” subscribers to their premium plans.

Amazon also knows the power of a free trial — and that a great way to get the people who sign up for one to purchase in the end is to give them the moon during that free trial. Their bottom-of-the-funnel offer is a completely open trial of the Prime service, including everything from live streaming to free digital book downloads and free Prime shipping. Once the trial is over, it’s hard for subscribers to let go.

Image Credit: International Business Times

The last example comes from HubSpot. HubSpot uses case studies as one of their main bottom-of-the-funnel content offers. And they don’t just offer a few, either; HubSpot offers hundreds of these case studies, showing through text and video exactly how their services have impacted real-world businesses. (Read this post to learn how to create your own compelling case studies.) 

Create a More Engaging Buyer’s Journey

Every business has a unique sales funnel, sculpted and designed around their buyer’s unique journey. It’s a recipe that can’t necessarily be replicated from one business to another. When creating your own buyer’s journey, there are a number of factors specific to your business to take into consideration.

That said, the general approach remains the same: Understand your audience, develop your funnel around your industry and audience intent, and create a documented content marketing strategy that maps custom content specifically to each phase of their journey through the funnel.

Do it well, and this process will have the greatest possible impact on your customer relationships, as well as the greatest possible lift in your overall conversions.

What other great TOFU, MOFU or BOFU content examples can you add to this list? Do you have a tip or two to share for how you’ve mapped your own company’s content journey to these stages? Leave me a note in the comments below.

Not too long ago, my alma mater asked me to give a talk about “what comes next” after business school. I was to address a group of MBA candidates about the discomfort of figuring out what to do with this fabulous new degree, and how to embrace the path to leadership. And in the process of preparing for it, I came across some pretty dismal statistics about the workplace.

Among other fun facts, I learned:

• Less than half of employees actually trust their senior managers.
• Only 32% of employees actually feel engaged with their work.
• 49% of employees would actually recommend working for their employer.

“Jeez,” I thought. “I’m not about to paint the best picture of the future, am I?”

But I kept looking. Instead of searching for more data on dissatisfied employees, I turned my attention to the ones who reported being engaged, happy, and confident at work. I wanted my audience to know that this positive reality existed, and I wanted to find out which factors contributed to it. And more often than not, it seemed, an employee’s satisfaction — high or low — could be traced back to his or her leaders.

So what makes those numbers strong? What creates trust, engagement, and confidence within the workplace? We asked a few people — ranging from record executives to business school professors — who have learned a thing or two about leadership, and came up with a list of ways that new leaders can build credibility. (To learn more, check out our free guide to leadership.)

7 Ways to Build Credibility When You’re a New Leader

1) Actively listen.

I don’t know about you, but I’m not surprised to learn that we only remember 25% to 50% of what we hear. I mean, I can only listen to my mother’s story about the deer eating her hydrangeas so many times, right?

But at work, tuning people out can be dangerous, especially when you’re managing them. You might miss important feedback, directions, or updates. Even worse? If your team thinks you’re not hearing them, they won’t confide in you. That can diminish the chances that they’ll turn to you when they have questions or need help, which in turn prevents them from producing their best work. That’s a top management faux pas: Not helping your team succeed.

That’s why it’s so important to learn how to actively listen, especially in the early stages of building credibility and earning trust as a leader. It’s not an easy task at first — especially when we’re constantly overloaded with information and stimuli — but it can be learned with a few good habits. (HubSpot’s VP of Sales, Pete Caputa, writes more about that here.)

When colleagues are speaking to you, keep distractions minimized or at bay; try moving the conversation away from anything that might cause your attention to stray, like your computer or mobile devices. And don’t be afraid to do whatever’s necessary to make sure you heard the person correctly, even if it means repeating back to them what you think you heard.

2) Get to the point.

Not only do we only retain about half of what we hear, but now, studies say that humans have a shorter attention span than goldfish. So when you speak to your team, cut to the chase — you want them to remember the important parts.

The Brandon Hall Group listed what I like to call the “CSS” of verbal communication:

• Clearly
• Simply
• Succinctly

The first, “clearly,” is particularly important — according to a recent Wrike work management survey, 37% of employees blamed “unclear priorities” for decreased productivity. So don’t water down your message with a lot of big words or details to prove your competence; not only does that detract from your confidence as a leader, which we’ll get to later, but it’ll undercut focus from your main takeaways.

But while you’re keeping things brief, make sure your team knows that you’re also receptive to questions and feedback. Only 20% of employees say that their managers take action when concerns are voiced, so when you invite input, you’re setting yourself apart as a leader.

3) Be consistent.

When I asked my friend Dessa — rapper extraordinaire and President of Doomtree Records — what her career has taught her about leadership, she said something that really resonated with me.

“Do what you say you’ll do.”

It seems simple in theory, right? But imagine this scenario: Being goal-oriented, you’ve taught yourself to eradicate the word “no” from your vocabulary. So you start off by saying “yes” to everything — more than any one person can actually take on — until you realize you’ve completely over-committed and can’t deliver on everything you agreed to. Been there? I have.

If you go from always saying “yes” to being so overwhelmed with commitments that you snap at new requests, it creates a major inconsistency in your leadership style. It makes your temperament look unpredictable, which can really stress out your team and make people less inclined to approach you. In fact, a recent study showed that employees actually prefer a manager who’s consistently mean over one with erratic behavior.

“One of the most important things for leaders to think about is consistency,” James Harder, Director of Communications at Morgan Memorial Goodwill Industries, told me. “If your messaging is consistent, it gives you more credibility. That is true with any phase of marketing, or for that matter, communication.”

So before you make a promise, be sure to ask yourself, “Is this a priority? Can I really take this on right now?” Knowing when to say “no” will create a balanced sense of priority among your team, and on your own to-do list.

4) Get to know as many people as possible.

When I asked Harvard Business School Leadership professor Ethan Bernstein for his thoughts on leadership credibility, he summed it up with one line: It’s “built by doing, enabling, and recognizing great work.”

So while you’re likely in a position of leadership because of your own achievements, it’s important to acknowledge that people around you do good work, too.

Why is that?

Well, to start, employee recognition goes a long way — 70% of employees in North America say that receiving recognition is “effective,” for example, when it comes to their engagement.

But by going beyond the parameters of your own team, you’re better able to recognize the far-reaching talent throughout your organization. That creates an opportunity to “design mutually beneficial partnerships” — another leadership lesson that Dessa says she’s picked up — which can accomplish a few things.

Reaching out to more people within your organization sends the message that you’re open to different perspectives. Since that kind of behavior shows that you’re looking beyond your own self-interest, it can build credibility. At HubSpot, for example, we follow the philosophy of solving for the customer first. So when our leaders are able to seek out multiple perspectives and talents within the company, it ultimately leads to more people improving and creating new solutions.

No wonder McKinsey identifies “seeking different perspectives” as a leadership best practice. It can lead to the beneficial partnerships that Dessa was talking about: The ones that reach across different departments to work toward a common goal.

5) Seek out speaking opportunities.

Remember all those lessons on the best ways to speak with your team? For those who don’t love addressing groups to begin with (and don’t worry — you’re in good company), effective communication might require a little extra effort.

That’s why my colleague, Lindsay Kolowich, suggests that leaders go out of their way to find speaking opportunities. “Not only will it get your name out there,” which is always a good way to build credibility, she says, but “it’ll give you good practice. The more advanced you become in your career, the more you will be expected to speak.”

So how do you go about finding these opportunities? First, check out our CMO’s guide to becoming a better speaker. Then — once again — start with the people around you.

“I got my first few speaking gigs by emailing someone on my PR team,” Kolowich says. “I asked how I might be able to find events that could be a good fit.” As a result, she ended up being booked for several talks.

If you do reach out to your company’s PR department, just make sure to be specific. Identify your area of expertise, the geographical location(s) where you’d like to speak, and the types of events that interest you the most: Workshops, conferences, etc. And even if your organization doesn’t have a PR rep, these are the details you’ll need when looking for opportunities on your own.

6) Trust the training.

Corporate training gets such a bad rap, doesn’t it? When we think of it, many of us have visions of things like trust falls and kitschy name-games. But look beyond the stereotypes. Training has changed, and it can be highly valuable.

Most companies — 83% of them, in fact — have said how important it is for all leaders to receive some sort of training. But only 5% of employers actually have it. So while it might be easy to roll your eyes at the idea of training, think of it this way: Your company is part of the small percentage employers who actually care enough to invest in leadership development. (You are valued!)

That’s true no matter where you are in your career. Even if you’ve been with your company for years, writes HubSpot Principal Marketing Strategist Sam Mallikarjunan, “it’s probably been a while since you went through new hire training.” And because many of the people reporting to you have gone through this process recently, you might want to experience it, too.

When you have something like that in common with your team, it can heighten your ability to relate and empathize, which helps to improve credibility — leaders with empathy show a 40% higher overall performance than those without.

7) Have trust in yourself.

When I first started at HubSpot and felt a little nervous about my new role, someone suggested that I try Googling “new job anxiety.” I immediately felt better, if for no other reason than my fears seemed to be more common than I thought.

For a lot of us, a big part of this stress can be traced to something called “imposter syndrome”: The sense that, no matter how much we’ve achieved, we don’t belong in a leadership position or deserve the success of having gotten there. A whopping 70% of us — especially particularly ambitious folks — will endure that feeling at some point in our careers.

But if we don’t even lend ourselves any credibility, how can we expect to build it within our teams? Harvard Business School professor Amy Cuddy has discussed this phenomenon quite a bit. In her TED Talk, she even referenced the “fake-it-till-you-make-it” approach.

By “faking it,” Cuddy isn’t suggesting that you lie about your credentials. Instead, she’s encouraging the idea of doing what scares you the most — like public speaking, as we discussed above — and internally reciting whatever mantra you need to in order to make it happen (for example, “I am a rock star”). When you repeatedly face these fears, she says, you’ll get to a point where you realize — and believe — that you do, in fact, belong in this position of leadership.

When you think about it, confidence = credibility. Merriam Webster defines the former as “the feeling of being certain that something will happen or that something is true,” and the latter as “the quality of being believed or accepted as true, real, or honest.” So believe in your team, believe in the training, and believe in yourself — the sooner you can, the sooner you’ll be on your way to building credibility as a leader.

While no two organizations are created equal, the motivations behind joining one often are.  

By understanding what draws new members in—and just as important—what keeps them there, nonprofits can better understand where to allocate their marketing time and resources. Take a look at this infographic from abila’s Member Engagement Study, to see what universal truths members share across organizations.  

To dig down deeper on these stats, try running a survey with your current members to see how their responses net out against the averages below. Supplement this data by creating ideal member personas (free template here), and then match your content to meet the needs of this ideal audience. 

And just like that, you have the bones of a content strategy for member acquisition, engagement, and retention. Want some more in-depth information on membership marketing? Take a look at our Guide, Growing and Engaging Your Member Base. 

We’ve got more nonprofit resources where this came from.
Take a look at our latest ebook, A Crash Course on Inbound Marketing for Nonprofits >>