Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Getting Your Customers to Hold It, Love It & Give It Money: Show ‘Em the Puppy

Aaron Orendorff

“The problem,” I politely told Carl, “is that you aren’t showing them the puppy.”

“The puppy?”

“Yeah. The puppy.

“What you’ve got here, what you’re featuring, it’s all custom leashes, organic Alpo, and tips on how-to-house-break-in-a-day. Don’t get me wrong: all that’s great. But nobody buys a pet or anything to do with pets (especially the high end stuff) with their heads.

“They buy because they saw the puppy. Or because their kids or their wife or their husband saw the puppy.

“Whoever it was, somebody along the line locked eyes with a soulful little Labrador and went to pieces. And that, right there, is why they bought.

Carl looked at me blankly, then at the screen in front of us, then back to me.

“People buy because of a connection. They buy with their hearts. Sure, you have to give ‘em intellectual justifications or they might bring it back the next morning.

“But really, people buy because of a deep down, gut level, all I want to do is hold it, love it, and give it money connection.”

After a long pause, Carl finally whispered (as if embarrassed by what he had to say), “But we don’t sell puppies. We sell gym memberships.”

“Exactly… and that’s the problem.”

Carl’s problem (not his real name, by the way) is ubiquitous in the world of online marketing.

Really, it’s ubiquitous in sales. Period.

In fact, my guess is Carl’s problem is your problem. It all comes down to the puppy.

Guy Kawasaki, in his 2011 über masterpiece Enchantment: The Art of Changing Hearts, Minds and Actions, puts it like this:

There are many tried-and-true methods to make a buck, yuan, euro, yen, rupee, peso, or drachma.

Enchantment [what I’m calling “the puppy”] is on a different curve. When you enchant people, your goal is not to make money from them or to get them to do what you want, but to fill them with great delight.

You’ve heard it before. You don’t sell the drill. You sell the hole. You don’t sell the steak. You sell the savor. You don’t sell the guitar. You sell the music. Or (depending on your audience) you sell girls and glory.

In other words, unless how you’re selling makes your audience want to hold it, love it, and give it money… you’re not selling it right.

And honestly, you might not be selling it at all.

So, how do you “show ‘em the puppy.”

Here are three tips to help you get started:

1. Use Emotive Language in Two Ways

One, identification.

If I know how you feel, especially how you hurt, and can articulate it clearly, you’ll trust me.

This means your starting point is always: “Where is my audience right now and how do they feel: stressed, harassed, overwhelmed, afraid, overlooked, alone, etc.?”

Two, solution.

Even more important, if I can tell you how you’re going to feel, then you won’t just trust me, you’ll buy.

The point here is not to major on what you’re actually going to sell me—i.e., not the product itself, its features, nor even its benefits—but instead to focus on how I’ll actually feel once it (whatever it is) is in my life: relived, amped, safe, inspired, cool, sexy, smart, etc.

“Feelings Wheels” (like the one below) are outstanding linguistic hacks to help you really pinpoint and vividly articulate these emotional states.

2. Think: Salvation, not Sales

Theology, not transactions.

Ask yourself, “What hell does my product save people from? And what heaven does it deliver them unto?”

There are lots of hells and good marketing takes advantage of them all the time. There’s no-time hell, stressed-out hell, bored hell, out-of-shape hell, lonely hell, over-worked hell, no-budget hell, debt hell, bad-hygiene hell, low-CTR hell, human-relations hell, disorganized hell… you get the idea.

3. Be Concrete. Be Specific. Be Precise.

Life is lived in the details.

And details aren’t just where pitches come alive; it’s also where they go to die. Don’t tell me your product is “full service” and “lots of people use it.”

Instead, tell me I’ll never have to pull my hair out again wandering through page after page of FAQs because you (or a real person just like you) are going to walk with me through the entire how-to-use-and-get-to-know-this-product phase. Tell me that you’ll even hold my hand if I really get scared. And then give me social proof from a whole host of other once-struggling-now-successful someone’s just like me.

Oh, and one last thing, don’t ever say you sell gym memberships.

Weight Watcher’s doesn’t sell food, accountability, and books; they sell beauty, hope, and change.

Carl didn’t sell gym memberships; he sold strength, success, and brand, new yous.

What’s your “puppy”?

However, this means the real question isn’t “What?” or “How?” but “Where?”

Where does “mass desire” come from?

The answer might surprise you.

It doesn’t come from your product, your benefits, your USP, your value proposition, your copy, or even from you.

It comes from your market itself. Schwartz explained:

The power, the force, the overwhelming urge to own that makes advertising work, comes from the market itself, and not from the copy.

Copy cannot create desire for a product. It can only take the hopes, dreams, fears and desires that already exist in the hearts of millions of people, and focus those already existing desires onto a particular product.

This is the copy writer’s task: not to create this mass desire—but to channel and direct it (3).

Naturally, this assumes that you have a market — a narrow and clearly targeted group of people whose lives your product would be legitimately improved. But I realize, that’s kind of a big assumption.

Who is your target market?

Copywriters often obsess about what they should write: product features versus product benefits; using the right keywords; nailing the headline, subheadings, images, and first line of copy; banging out a rough draft, and then editing, editing, editing.

Wrong.

Your real obsession shouldn’t be what, but who.

Copy without a target market is worse than worthless. It’s costly.

Without a clearly defined target market — real people with real problems looking for real solutions — you inevitably end up writing for the one person you shouldn’t be: yourself. Self-centeredness is a plague, especially when writing copy.

Begin with the demographics of your ideal customer. Richard Lazazzera’s How To Build Buyer Personas For Better Marketing dives into the sea of personal characteristics and eventually this example of “Alex” for a fictitious company, Bold Socks, surfaces:

Demographics, however, aren’t enough. Not if what you’re really after are words that sell. You’ve got to go deeper than age, ethnicity, income, location, and familial status.

How?

Through personas. On this front, three brilliant (and, thankfully, free) resources stand out.

First is Jen Havice’s How To Create Customer Personas With Actual, Real Life Data over at ConversionXL. As Havice explains:

Patching together actionable information about your customers with gut feelings, good intentions and some duct tape is not a recipe for conversion success. [P]ersonas are fictional representations of segments of buyers based on real data reflecting their behaviors. Their purpose is to put the people behind company decision making in the shoes of the customer.

Havice them shows how to shape personas through qualitative research.

The breakthrough insight — especially for anyone without a budget for focus groups — comes from her review mining work, which she’s consolidated into a recent book: Finding the Right Message. By all means, buy it. In the meantime, work through the above article as well as How to Boost Conversions with Voice of Customer Research [Case Study] that includes this free template:

Writing Copy Through Review Mining
Writing copy through review mining

Review mining to craft copy is one of my own copywriting hallmarks, especially when it comes to landing pages. You can see how I created this simplified copywriting cheat sheet directly from “feedback and comments on sites like Facebook, Twitter, Yelp, Amazon, Reddit, app stores, and blogs,” along with what the landing page itself ultimately looked like over at KlientBoost.

Writing Copy from User-Generated Content
Writing copy directly from user-generated content

Second, Demian Farnworth’s Empathy Maps: A Complete Guide to Crawling Inside Your Customer’s Head (via Copyblogger). Empathy consists of two parts:

1. The intellectual identification with the feelings, thoughts, or attitudes of another.

2. The vicarious experiencing of those feelings, thoughts, or attitudes.

After a brilliant overview of empathy in marketing — old school and new — Farnworth drops the gold (which you can download as a PDF simply by clicking the image).

Empathy Map
The Empathy Map Lets You Dissect Your Target Market into Four Quadrants on a Person-by-Person Basis

Third, my own The Only Copywriting Formula You’ll Ever Need.

That’s a post all about fear: hands-down the “most primal” human motivator. At the end are thirteen questions to help you haunt your target market (in the best sense possible).

Here’s a quick sampling:

  • What does your audience hate… about their life, about their job, or about your particular type of product or service?
  • What are the real-world consequences of these problems? In other words, how can you quantify, in real numbers, their hates and headaches?
  • What’s the most awkward, confusing, or inconvenient thing about your type of business?
  • What are the two to three biggest barriers to becoming a customer?
  • What nightmare or hell (be as vivid and emotive as possible) does your business save its customers from?

In all those resources, the point is to define your target market as concretely and viscerally as possible.

What are your target market’s mass desires?

Once that group is fixed, the next step is to make a list of all the possible emotions — the raw emotions — that might inspire someone in that specific market to act.

On the negative side, it might be:

  • Fear
  • Anxiety
  • Depression
  • Anger
  • Rage
  • Uncertainty
  • Embarrassment
  • Envy
  • Resentment

On the positive side, it might be:

  • Joy
  • Happiness
  • Accomplishment
  • Satisfaction
  • Elation
  • Desire
  • Lust
  • Pride
  • Comfort

After you’ve selected two or three dominant, raw emotions, get specific.

For example, the most dominant human emotion is fear. But nobody (despite FDR’s sound advice) fears fear. What we fear are people, places, things, and events. We fear the future. Or we fear situations that may arise in the future. We fear loss. We fear uncertainty. We fear failure.

On top of that, every market — just like every person — has its own unique list.

Take the real estate market for instance. What do new homebuyers fear most?

Some of the obvious boogiemen are …

  • The fear of being overwhelmed by the process.
  • The fear of being turned down for a loan.
  • The fear of picking the wrong neighborhood.
  • The fear of not having enough money for a down payment.
  • The fear of something better coming along and missing out.

Whatever it is, by selecting one of those fears and placing it front and center in your copy, you “enter the conversation already taking place in the customer’s mind” (Robert Collier).

Actually, what you enter is the conversation already taking place in the customer’s heart.

Either way, the keyword is “customer’s.” Their mind. Their heart.

Mass Desire in Action

To put a little more flesh on this idea, here are some classic examples of wildly successful headlines from Schwartz’s era that tapped into their market’s mass desires:

  • “Hair Coloring So Natural Only Her Hairdresser Knows For Sure”
  • “At 60 miles an hour, the loudest noise in a Rolls Royce is the electric clock.”
  • “The Skin YOU Love to Touch”
  • “How to Win Friends and Influence People”
  • “Stops Maddening Itch”
  • “Do YOU make these mistakes in English?”
  • “How a bald-headed barber helped save my hair.”

Today, with advertising exposure rising exponentially, you may think that such straightforward appeals no longer work.

Just to prove they do, here is a handful of my favorite mass desire headlines from the web:

Unbounce: Speed

Sweat Block: Embarrassment

Basecamp: Stress

Mint: Relief

Memit: Simplicity

eHarmony: Winning (and, of course, love)

Blue Apron: Authenticity

Weight Watchers: Release

Designed to Move: Justice

Shopify Plus: Easy

Dapulse: Vanity

Apple Watch: Flexibility

MacBook Pro: Creativity

AirPods: Intrigue

What each of these headlines (classic and contemporary) does beautifully is identify and channel one desire: love, greed, entertainment, the fear of inability, or the fear of difficulty. They use emotive language to capture their audience’s hearts and minds. Emotive language that already exists in the market they’re trying to reach.

To breakthrough, your ads must do the same.

One more law about the word “one”

Having generated a powerhouse list of market-inspired mass desires, your greatest temptation will be to employ them all, like a sort of emotional machine gun.

Don’t.

You only get one.

(Well, you may get to split-test more than one. But each ad only gets one!)

Why?

Because in Schwartz’s words:

Every product appeals to two, three or four of these mass desires.

But only one can predominate; only one can reach out through your headline to your customer. Only one is the key that unlocks the maximum economic power at the particular time your advertisement is published.

Your choice among these alternate desires is the most important step you will take in writing your ad.

If it is wrong, nothing else that you do in the ad will matter.

So remember: Just. One.

2. The Second Law of Writing Copy: State of Awareness

We all know how vital headlines are.

As Brian Clark puts it, “On average, 8 out of 10 people will read your headline copy, but only 2 out of 10 will read the rest.” That means your headline isn’t just your audience’s first impression … it’s more than likely their only impression.

So here’s the question:

Where do “breakthrough” headlines come from?

You know what I’m talking about. The kind of headlines that pop up, stop your market in their tracks, and compel them to read every word after it.

Now sure, there’re a ton of great cheat sheets out there to get the creative ball rolling. Jon Morrow’s “52 Headline Hacks” is among the best.

The problem is most of us start out wrong because we start with us: our idea, our product, our service, our copy.

But …

What if there was a way to systematically craft breakthrough headlines based entirely on your market?

What if there was a proven formula to pull your prospects into your copy because it actually started with your prospects themselves?

On this front, three brilliant (and, thankfully, free) resources stand out.

First is Jen Havice’s How To Create Customer Personas With Actual, Real Life Data over at ConversionXL. As Havice explains:

Patching together actionable information about your customers with gut feelings, good intentions and some duct tape is not a recipe for conversion success. [P]ersonas are fictional representations of segments of buyers based on real data reflecting their behaviors. Their purpose is to put the people behind company decision making in the shoes of the customer.

Havice them shows how to shape personas through qualitative research.

The breakthrough insight — especially for anyone without a budget for focus groups — comes from her review mining work, which she’s consolidated into a recent book: Finding the Right Message. By all means, buy it. In the meantime, work through the above article as well as How to Boost Conversions with Voice of Customer Research [Case Study] that includes this free template:

Message Mining by Jen Havice via CXL

Review mining to craft copy is one of my own copywriting hallmarks, especially when it comes to landing pages.

You can see how I created this simplified copywriting cheat sheet directly from “feedback and comments on sites like Facebook, Twitter, Yelp, Amazon, Reddit, app stores, and blogs,” along with what the landing page itself ultimately looked like over at KlientBoost.

Writing Copy from User-Generated Content
Writing copy directly from user-generated content

Second, Demian Farnworth’s Empathy Maps: A Complete Guide to Crawling Inside Your Customer’s Head (via Copyblogger). Empathy consists of two parts:

1. The intellectual identification with the feelings, thoughts, or attitudes of another.

2. The vicarious experiencing of those feelings, thoughts, or attitudes.

After a brilliant overview of empathy in marketing — old school and new — Farnworth drops the gold (which you can download as a PDF simply by clicking the image).

Empathy Map
The Empathy Map Lets You Dissect Your Target Market into Four Quadrants on a Person-by-Person Basis

Third, my own The Only Copywriting Formula You’ll Ever Need.

That’s a post all about fear: hands-down the “most primal” human motivator. At the end are thirteen questions to help you haunt your target market (in the best sense possible).

Here’s a quick sampling:

  • What does your audience hate… about their life, about their job, or about your particular type of product or service?
  • What are the real-world consequences of these problems? In other words, how can you quantify, in real numbers, their hates and headaches?
  • What’s the most awkward, confusing, or inconvenient thing about your type of business?
  • What are the two to three biggest barriers to becoming a customer?
  • What nightmare or hell (be as vivid and emotive as possible) does your business save its customers from?

In all those resources, the point is to define your target market as concretely and viscerally as possible.

What are your target market’s mass desires?

Once that group is fixed, the next step is to make a list of all the possible emotions — the raw emotions — that might inspire someone in that specific market to act.

On the negative side, it might be:

  • Fear
  • Anxiety
  • Depression
  • Anger
  • Rage
  • Uncertainty
  • Embarrassment
  • Envy
  • Resentment

On the positive side, it might be:

  • Joy
  • Happiness
  • Accomplishment
  • Satisfaction
  • Elation
  • Desire
  • Lust
  • Pride
  • Comfort

After you’ve selected two or three dominant, raw emotions, get specific.

For example, the most dominant human emotion is fear. But nobody (despite FDR’s sound advice) fears fear. What we fear are people, places, things, and events. We fear the future. Or we fear situations that may arise in the future. We fear loss. We fear uncertainty. We fear failure.

On top of that, every market — just like every person — has its own unique list.

Take the real estate market for instance. What do new homebuyers fear most?

Some of the obvious boogiemen are …

  • The fear of being overwhelmed by the process.
  • The fear of being turned down for a loan.
  • The fear of picking the wrong neighborhood.
  • The fear of not having enough money for a down payment.
  • The fear of something better coming along and missing out.

Whatever it is, by selecting one of those fears and placing it front and center in your copy, you “enter the conversation already taking place in the customer’s mind” (Robert Collier).

Actually, what you enter is the conversation already taking place in the customer’s heart.

Either way, the keyword is “customer’s.” Their mind. Their heart.

Mass Desire in Action

To put a little more flesh on this idea, here are some classic examples of wildly successful headlines from Schwartz’s era that tapped into their market’s mass desires:

  • “Hair Coloring So Natural Only Her Hairdresser Knows For Sure”
  • “At 60 miles an hour, the loudest noise in a Rolls Royce is the electric clock.”
  • “The Skin YOU Love to Touch”
  • “How to Win Friends and Influence People”
  • “Stops Maddening Itch”
  • “Do YOU make these mistakes in English?”
  • “How a bald-headed barber helped save my hair.”

Today, with advertising exposure rising exponentially, you may think that such straightforward appeals no longer work.

Just to prove they do, here is a handful of my favorite mass desire headlines from the web:

Unbounce: Speed

Sweat Block: Embarrassment

Basecamp: Stress

Mint: Relief

Memit: Simplicity

eHarmony: Winning (and, of course, love)

Blue Apron: Authenticity

Weight Watchers: Release

Designed to Move: Justice

Shopify Plus: Easy

Dapulse: Vanity

Apple Watch: Flexibility

MacBook Pro: Creativity

AirPods: Intrigue

What each of these headlines (classic and contemporary) does beautifully is identify and channel one desire: love, greed, entertainment, the fear of inability, or the fear of difficulty. They use emotive language to capture their audience’s hearts and minds. Emotive language that already exists in the market they’re trying to reach.

To breakthrough, your ads must do the same.

One more law about the word “one”

Having generated a powerhouse list of market-inspired mass desires, your greatest temptation will be to employ them all, like a sort of emotional machine gun.

Don’t.

You only get one.

(Well, you may get to split-test more than one. But each ad only gets one!)

Why?

Because in Schwartz’s words:

Every product appeals to two, three or four of these mass desires.

But only one can predominate; only one can reach out through your headline to your customer. Only one is the key that unlocks the maximum economic power at the particular time your advertisement is published.

Your choice among these alternate desires is the most important step you will take in writing your ad.

If it is wrong, nothing else that you do in the ad will matter.

So remember: Just. One.

2. The Second Law of Writing Copy: State of Awareness

We all know how vital headlines are.

As Brian Clark puts it, “On average, 8 out of 10 people will read your headline copy, but only 2 out of 10 will read the rest.” That means your headline isn’t just your audience’s first impression … it’s more than likely their only impression.

So here’s the question:

Where do “breakthrough” headlines come from?

You know what I’m talking about. The kind of headlines that pop up, stop your market in their tracks, and compel them to read every word after it.

Now sure, there’re a ton of great cheat sheets out there to get the creative ball rolling. Jon Morrow’s “52 Headline Hacks” is among the best.

The problem is most of us start out wrong because we start with us: our idea, our product, our service, our copy.

But …

What if there was a way to systematically craft breakthrough headlines based entirely on your market?

What if there was a proven formula to pull your prospects into your copy because it actually started with your prospects themselves?

Let’s save the world from bad content