How Market to And Authentically Serve the LGBTQ+ Aesthetic Patient
February 13, 2020
The Trillion-Dollar Market Most Med Spas Are Ignoring – How To Access, Market to And Authentically Serve the LGBTQ+ Aesthetic Patient
The “yummy mummy”, the “real housewife” and of course “millennials” – I hear it time and time again! If you’re anything like most of the practices I work with; these could very well be among the patient segments that you target in your advertising.While in many cases these are in fact great audiences to focus on through your promotional efforts – if this alone is your focus, you are likely leaving a substantial amount of potential revenue on the table.In fact, it’s quite likely that you’re ignoring a goldmine that’s hidden in plain sight.
In today’s article, I would like to open your mind to a patient segment that’s underserved, highly loyal, largely affluent – and searching for exactly what your practice has to offer. It’s a market with buying power estimated to be just shy of a trillion dollars, and one that big business (and many brands you love) have recently tuned into – enhancing their bottom lines as a result.This audience and approach have been a strategy I’ve been quietly executing with our clients from the day I began my consultancy, and the results have been consistently impressive – as has the ROI on our ad spend. It’s been an approach, knowledge and area of expertise I have always kept quite closely guarded and reserved exclusively for my roster of private retainer clientele – until now.I’d like to invite you to discover the power of advertising to and serving the LGBTQ+ patient, and the benefits it can deliver to your practice.Before I get into the specifics, I realize that for some readers this may be a market they are inexperienced or unfamiliar with, and that it may not necessarily be a fit for everyone – but for those who are open and looking to innovate, I cannot think of a better approach to create a low-competition, high-loyalty patient base that eagerly refers their friends and loved ones.
Indeed, target the LGTBQ+ consumer is simply good business…and the statistics prove it:
LGBTQ+ consumers are 3.4 times more likely to have household income over $250K (Travel Gay)
The combined buying power of LGBTQ adults in the U.S. as of exceeds $915 billion…and is rising. (Entrepreneur.com)
Gay consumers are twice as likely to buy a vacation home, six times more likely to buy and have installed a home theater system, and eight times more likely to own multiple mobile devices and computers than heterosexuals. (Entrepreneur.com)
LGBTQ households make 10% to 20% more shopping trips to malls, stores, and other retail locations than the average U.S. household. (Nielsen)
71% of LGBTQ+ adults said they are likely to remain loyal to a brand they believe to be friendly and supportive (Harvard Business Review)
47% of LGBTQ+ adults are more likely to consider a brand that has tailored an ad to them (eMarketer)
Put succinctly, when you pursue the LGBTQ+ consumer – you are taking the straight-line path to serving a patient base that is wealthier, more loyal, and more willing to spend their discretionary income.
So, what exactly do you need to know about your prospective LGBTQ+ patients?
For starters, let’s begin with a brief overview of the acronym. LGBTQ+ represents Lesbian, Gay, Bisexual, Transgender, and Queer or Questioning individuals. While you may see the acronym extended to include other orientations and gender identities, this can also be indicated with a “+” to encompass those individuals who may not fit into these larger categories, or one specific subset.Next, let’s look at where they are based – while LGBTQ+ consumer are present in every community, big and small, there is often a larger and more established LGBTQ+ community in the nation’s larger metropolitan cities. That said – don’t be quick to discount your own regional market – as a recent and extensive study by NerdWallet explored America’s most gay-friendly cities, and some of the top locations on the list may surprise you:
San Francisco, California
Providence, Rhode Island
Salt Lake City, Utah
Los Angeles, California
Keeping this in mind, let’s explore some crucial do’s and don’ts when communicating with your prospective LGBTQ+ patients. This can make a world of difference between a campaign that takes off – and one that ends in a PR disaster for your practice.
Without sounding arrogant – I do not know of a single consultant in the aesthetic space that has first-hand experience among this market, or any other medical spa marketer that has comparable experience creating campaigns for this demographic. I hope the best practices below will inspire you to think proactively about your LGTBQ+ marketing efforts, and ensure your campaign hits the mark.
Appreciate the reality that LGBTQ+ consumers exist in every part of the nation (and globally!) – don’t assume that a practice in the Midwestern or Southern United States isn’t “ready” for a LGBTQ+ campaign…instead, use it as an opportunity to educate and enlighten other practices (and patients!) in your market
Be inclusive and diverse in the ages, ethnic backgrounds, social statuses, and relationships your advertising alludes to. Don’t ever assume there is a “typical” LGBTQ+ consumer, or use tired or worn out “scenes” such as nightclubs, pools, bedrooms or bars.
Be sensitive to stereotypes and lead with universalthemes – confidence, love, family, friendship, and health are a great place to start in your campaign messaging and conceptualization. Don’t ever, ever stereotype – using an overly effemenite gay man or less feminine lesbian woman are dated, jaded ideas that will alienate your prospective patients at best and create backlash at worst.
When serving these patients, be sure to offer an “other” category in your CRM or marketing intake forms – this applies to relationship status, and gender identity. That said, don’t assume or automatically place your prospective LGBTQ+ consumers strictly in the “alternative” or “other” category – as doing so can be easily perceived as both exclusionary and offensive.
Use LGBTQ+ models and/or influencers that are an authentic fit for your practice brand – and don’t forget that there isn’t any one “look” or type of personality that represents LGBTQ+ relationships and ideals.
On the same note, let’s look at a quick overview of terms you may wish to avoid in your LGBTQ+ messaging and/or advertising, and when communicating with your patients, and preferred terms to use instead:
It’s not a “lifestyle” – it’s someone’s life.
Your practice is not “sensitive” to LGBTQ+ patients, you are passionate and caring.
If engaging in community events, refrain from using the term “gay marriage” and your support thereof, but rather of “marriage equality”
Finally, as opposed to referring to someone’s husband or wife – speak about their significant other as a partner or spouse
If you’re looking for the right point in your annual marketing plan to execute an LGBTQ+ campaign, remember that these patients are looking for what you have to offer all year long! That said, here are a few notable dates during the calendar year you may wish to highlight in your social media efforts:
February: LGBT History Month (UK)
April 19: National Day of Silence
April 26: Lesbian Visibility Day
May 17: IDAHOT (International Day Against Homophobia & Transphobia)
June: Pride Month
September 23: Bisexual Awareness Day
October 1: National Coming Out Day
October: LGBT History Month
November 20: Transgender Day of Remembrance
December 10: Human Rights Day
You may be excited and eager to market to LGBTQ+ patients, but not exactly sure of where to reach them, or what the best media channels to do so would be. At a glance, here are a few keys when selecting your marketing mix for LGBTQ+ campaigns
Leverage the influencer effect – you may already have experience working with influencers, and indeed there are LGTBQ+ influencers in every market. Do your research to find those influencers who are voices among your local LGBTQ+ community while being a fit for your practice brand
Targeted local print publications- many cities have local LGBTQ+ magazines or community newspapers, and these are often a cost-effective option when compared to other print media.
Targeted digital campaigns (such as those Med Aesthetics Group can help you create!) – by targeting the right interests in your social media pay-per-click campaigns, you can often easily access LGBTQ+ patients where they spend a good part of their downtime, on social networks
LGTBQ+ dating platform advertisements –Hornet, Grindr, and HER are targeted dating and social apps that offer unique advertising opportunities. in fact, one of the most successful campaigns (be it for LGBTQ+ or otherwise) was centered around a Grindr ad campaign.
Partner with LGBTQ+ friendly businesses in your community – it’s likely that your city has coffee shops, restaurants, shops, services (personal trainers, realtors, hairstylists, etc.) and of course bars/nightclubs that attract LGBTQ+ clientele; and partnering with these businesses can be a great place to begin introducing your practice to prospective patients.
Sponsor LGBTQ+ events in your community – while Pride Month is the most active time of year for LGTBQ+ events…it is only the very beginning. Research what events, social functions, and organizations/groups are active in your community year-round and how you may be able to contribute to their efforts.
Looking for a little advertising inspiration?
To see what LGTBQ+ marketing done right looks like in action – draw inspiration from some of your favorite brands. Here are just a few great examples from recent campaigns (McDonald’s, Oreo, Wells Fargo, Tiffany & Co., and Absolut – and one example (Miller Light) of an ad that, while relevant in the 2000s when it was published, no longer feels relevant or inclusive of the LGBTQ+ community.As you can see – these great ads don’t rely on stereotypes or any “one” type of LGBTQ+ individual. While the examples below do happen to feature male couples and consumers, they would be equally as effective with partners of other gender identities. In the case of the McDonald’s advertisement – they’ve been especially creative and not used people at all…but rather a very appealing play on their golden arches logo.
Let’s bring it all together – here’s the steps you can take in creating an LGTBQ+ marketing action plan for your practice, and how to best serve these patients to keep them loyal and referring!
Be committed as a practice and brand – when a business, big or small, is only playing “lip service” to any community or cause, LGBTQ+ or otherwise, it shows and people can see through it. Don’t be that practice! Make inclusion and diversity a part of your practice’s day-to-day culture.
Find the right targeted avenues to access your LGBTQ+ prospective patients – we covered a few ideas above, and you may wish to start with 1 or 2 channels to market to LGBTQ+ patients and expand from there once your messaging and advertisements are refined based on initial results and conversion.
Check your practice’s website. Do you have messaging promoting your commitment to equality? Do you feature LGBTQ+ relationships and individuals in your imagery?
Get active. What are you doing for your community and how are you promoting it via social channels?
Educate internally about how to best serve the LGBTQ+ patient.
Seek expertise and research that informs smart LGBTQ+ strategies.
I believe that for those practices seeking to stay ahead of the curve, a multi-faceted and thoughtful campaign to attractive the loyal, affluent, ready-to-buy, and often underserved LGTBQ+ patient is among the most little-utilized and low-competition avenues to elevate your practice to market leader status; and would encourage you to explore the possibilities with your team as soon as your next meeting!
Is your practice looking for an effective strategy to reaching LGBTQ+ patients and stand out from your competition, so you can stop competing on price?
As we head into Q4 and 2020, I have opened up a very limited number of 2020 Positioning & Strategy planning packages – which sell out every year. This is the most accessible way to access the expertise you need to effectively build your brand and set your practice apart – with game-changing and innovative approaches, just one of which is targeting LGBTQ+ patients in your market. If you’d like more information about that – email firstname.lastname@example.org with the subject line “2020 Planning”, and a member of our team will be in touch.If you aren’t ready to take action just yet, and want to take this learning further – I have a complimentary marketing resource I’d love to share with you.
Just for readers of this blog, I’d love to send you a complimentary (courtesy of Med Aesthetics Group!) digital edition of my book “Now The Patient Will See You” – this typically retails on amazon for $18.97!With dozens of checklists, templates, and evaluation tools, this book will help you forge ahead more efficiently, confidently, and intelligently. You will be able to leverage the power of branding to enhance your existing marketing activity for maximum results. At the same time, it will accelerate your growth through a framework for market leadership that takes most practices years (if not decades) to understand and execute. Download your copy at http://www.brandingmd.co/medaestheticsgroup
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