Mastering Messaging (Recording)

At XBIZ Miami this year, we hosted a workshop on Mastering Messaging with Nora Charm and Selena Summerz.

Through a lot of laughs—and groans—about our simulated user and his responses, we explored how to handle a variety of user types and conversational scenarios. We pulled teeth (and money) from the user who doesn’t give you much. We put in his place—or pacified—the demanding and impatient user. And we tried to work with the user toeing the Code of Conduct line. While there are infinite ways to respond to different situations, we distilled a few takeaways to help you strengthen your messaging game:

• Act first. Greet new users right away to establish authenticity and message users you see online now to remind them you’re here and available at this very moment.

• Be genuine (to your persona). Letting your personality shine helps you stand out, establishes your credibility, and endears you to your users. This can help you build those longer term users.

• Lead the way and be bold. Even in a more submissive role, you’re in control. If you want to keep texting, sell content, or get on a call, message in a way that leads them there.

• Ask questions and give prompts. This keeps users engaged and talking. Their responses also give you information to work with, even if it feels limited.

• Build rapport before the hard sell. In general, avoid pushing content sales right away. Engaging in a bit of a back-and-forth first helps you get to know your user better and cater to exactly what they want.