Archive for October, 2009

Ford’s Fusion 41 Challenge – What Are We Missing?

Monday, October 26th, 2009

Sit down and buckle in (literally), this week we are taking the #SocialMedia discussion in a very different direction.  Instead of learning during these chats, we have been asked by Ford Motor Company’s Scott Monty to helpford-logo-big teach.  If you are not aware, Scott is on a tear of late with the tremendous success of the Ford Fiesta Movement, he is now going for the equivalent of an encore with the Fusion 41 challenge.  Their newest challenge asks for:

  • Current 2010 model Ford Fusion owners/leasees to apply for the challenge
  • Eight (8) teams (to include the owner and four (4) team members each) will be selected
  • Ford will provide a 2010 Fusion model to each team to compete with
  • Teams will perform a series of challenges taking place over a 3 week period.
  • To coincide with the Fusion Hybrid’s 41 mpg rating, the challenges will take place every 41 hours
  • Team members will complete a task and “hand-off” like a baton to the next member
  • All the while, team members are required to post content and updates across their social networks online

The winning team’s leader will get their new 2010 Fusion paid off and the team members will get free gas for a year.  If you want all the rules check here.

So how can all of us help Scott Monty and Ford Motor?  Well, hang on a second and we’ll get to that.  First, it’s important that you understand where they have come from and where they are going.  This deck from Scott’s recent keynote at OMMA Global 2009 provides a good overview and some insight into Ford Motor’s social media marketing strategy.

View more presentations from Scott Monty.

If you notice, the last content slide lists “Listening to our community for suggestions”  and that, my friends, is why we are all here.  Scott has asked for input regarding Ford Motor’s latest social media marketing project, the Fusion 41 challenge.  The format will be similar to prior weeks with 3 questions, a new question every 20 minutes.  The difference is the questions.  Scott will be providing insight into the planning of the campaign and we will be providing recommendations in how to think differently and possibly add a new dimension to the initiative.

Yes that’s right, for an hour we will all be honorary social marketing consultants for one of the hottest social media brands out there.  Please note: any suggestions made by you during this one hour +/- event are provided for Ford Motor and Ford Motor may use your suggestions at will.

Topic: Ford’s Fusion 41 Challenge – What Are We Missing?

Q1: Evaluate the WOM/Influence strategy

Q2: Evaluate the online marketing strategy

Q3: What are we missing to make this truly exceptional?

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Disclosure & It’s Effect on the Brand Marketing Ecosystem

Monday, October 19th, 2009

disclosureWe have all heard a lot about the Federal Trade Comissions’ (FTC) latest policy on the expectation for full disclosure on endorsements and paid reviews or testimonials.  But, how much do we really know about it and how will it affect all of us who are in the business?  That is the focus of this week’s #socialmedia event moderated by C.C. Chapman

To start, you can review the document for yourself and develop your own interpretation of it (it’s actually an update to it’s guides, not a law, and therefore open to some interpretations) as it was announced earlier this month.  Next the rules will be enacted on December 1st so anything being done now is not covered in this under the new guides.  More, while we have all read about the $11,000+ fine, this fine is only enacted after several warnings and for serious offenses as noted in this interview with the FTC from the LATimes:

When a LA Times reporter asked about Restaraunt Reviews, the answer was, “Technically, you’re supposed to disclose all comped meals. But if you don’t, the FTC’s not likely to do anything about it.”My initial reaction to that scenario [comped meals] is that disclosure would be required,” says Rich Cleland of the FTC’s Bureau of Consumer Protection. “Our primary concern relates to the fact that you received something of value and it’s for the exchange of writing about the product.”

So is this a conspiracy theory that gives ”big brother” yet another way to find out what my top ten social media blunders post is all about?….probably not as they really don’t care.  What it does do is provide a vehicle for them to be able to pursue the really bad people out there and have some teeth in the punishment.  Read their take on this issue of monitoring (from the same LATimes article),

“But the FTC has a limited interest — and ability — in monitoring blog traffic. According to Cleland, the FTC is far more interested in pursuing advertisers, especially those who violate the rules after repeated warnings, than they are in dunning individual bloggers. Unless the FTC receives numerous complaints about a specific blog, it’s unlikely to investigate. It’s a matter of enforcement priorities.”

And how does the FTC decide who to go after?  It looks like it will be more of an “opt-in list” meaning they already get inquiries from citizens on publishers (bloggers) who are possibly scamming.  they will still filter for the more detrimental publishers and go specifically after them.  In their words:

“If we received complaints,” Cleland says, “we’d look at how serious the representations are. Are there other possible violations? What kind of blog is it? We might be more concerned about a blogger who was writing a review of a medical device that’s used for a serious disease than we would be about someone who’s writing a restaurant review.”

So if the new FTC guidelines are really just meant for the true scumbags out there then what’s all the hub-bub about?  This goes deeper into the expectations that consumers have where honesty and disclosure are now a ”need-to-have” and no longer a “nice-to-have” for reviews, promotions and endorsements.  These new guides begin to shine a light on all marketing relationships and will have serious affects for Brands who try to fool their consumers.  While some may say this officially shifts the responsibility of disclosure from the advertisers to the publishers, what is really does is says that everyone is accountable – the advertisers and the publishers.  Not longer can we stand around like school-children and point fingers at each other saying “she did it”!  We are all responsible and accountable. 

With this expectation being more clearly defined thanks to the FTC, how will companies react? How should they react?  Is this business as usual or do Brand marketers need to re-imagine their word-of-mouth practices, affiliate marketing, product testers, viral campaigns and more?  Helping us out this week is C.C. Chapman, Creative Director and partner at Campfire, a marketing firm offering full-service creative development and production management.  This week on Tuesday 10/20/09, C.C. will moderate the following topic and questions starting at 12 noon EST:

Topic:  Disclosure & It’s Effect on the Brand Marketing Ecosystem

Q1:  What is affected by the new FTC disclosure policy?

Q2:  How does the FTC disclosure policy change Brand marketing

Q3:  How does disclosure affect branding communities / bloggers / WOM networks?

Feel free to join us by following along on Twitter, TweetChat(recommended) by following #socialmedia or simply go to our LIVE  page (highly recommended).

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Social CRM – Lipstick on CRM or Transformational Business Model?

Sunday, October 11th, 2009

We spend a lot of time on this chat discussing social media and marketing with details like implementing, measuring, strategizing, executing,lipstick engaging, etc.  Let’s say we dial it in and our community efforts are going great and growing quickly.  I say, SO WHAT!  If you’re not converting these prospects and customers to do something then who cares.  All this social stuff doesn’t matter if you don’t sell more stuff or keep existing customers on board longer by providing better service.  Another way to look at it is turning regular customers into advocates and detractors into believers.  This happens when you engage the customer quickly, meet expectations, deliver quality and consistency over time in an open and transparent way.  Companies manage these interactions today using internal tracking systems like Customer Relationship Management (CRM).  But wait, customers are not using old ways to communicate, they are using new ways to engage and interact with social tools.  this leaves companies scrambling to figure out how to engage and interact from their internal legacy systems.  Along comes Social CRM.

Everyone is trying to define Social CRM (great resource from Bob Thompson) in their own way and yet no one definition quite fits all needs yet.  One definition by Paul Greenberg makes a lot more sense than many others I’ve seen.  He says:

CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.

But we are not here to define it, our intent is to educate a new legion of corporate soldiers - hell bent on infusing their companies with social goodness both externally and internally.  So what does Social CRM look like?  Here’s a possibility:

  • Traditional CRM: (sales) prospects become leads, leads become accounts and from accounts come opportunities.  Sales people are managed with activity levels (# of calls, emails), funnels are staged and it becomes more operationally focused (read: process focused not customer focused)
  • Social CRM: in an online home improvement Q&A, a homeowner asks “what goes better on a kitchen floor, wood, carpet or tile?” A professional from a home improvement big box store responds with “Tile, because wood might warp with water spills and carpet will hide food that drops.  I am going to forward you a direct line to our local store and a 15% coupon on flooring tile.  Come in this weekend and I’ll make sure Joe is available to walk you through the options in person.”  CRM is updated, Joe at store is notified and homeowner is sent an email with a “Tweet This” link on your experience.  The new measurement might be interactions started, prospects referred and  conversational intent.

A couple of things are happening here.  1) Sales forces must change the “50 calls/day = 10 meetings /week =1 sale/month” sales by the numbers approach to an approach that engages with prospects and their needs and over-delivers with solutions that are relevant at the time.  2) Systems must be able to support this distributed engagement and broaden the ownership roles across many levels of a customer taking what is traditionally an inside-out approach and integrating more of an outside-in model.

To  help us make sense of this all, we’ve invited Aaron Strout to help us moderate the topic this week.  Aaron is a proven professional in this space working from both the vendor and customer side, and is a social heavyweight for sure.  We’ll need a heavywieght as we explore this relatively new topic of Social CRM and begin to identify places to consider implementing within our collective companies.   The chat will consist of 3 questions as usual coming 20 minutes apart and starting at 12 noon EST.  Join in by following #socialmedia through Twitter or to make it easier follow our LIVE page during the event.  The topic:

Social CRM – Lipstick on CRM or Transformational Business Model?

Q1: How does adding social make CRM better?

Q2:  If social is front end & CRM is back end, what information is important to capture into CRM?

Q3:  How can Social CRM help improve conversion (cover sales, service, support)?

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Where PR Belongs in the Corporate Pecking Order with Social Media

Monday, October 5th, 2009

For many companies, just getting started is the hardest part.  Namely, who is going to own social media and social media marketing and be accountable for it?  This seems to stump most organizations.  Is it Marketing, Public Relations (PR), Information Technology (IT), the executive suite or is it a new department?  It is difficult to get started if you don’t know who is going to develop strategy and execute.

I personally meet with dozens of agencies across the country and notice some interesting patterns.  Traditional agencies that either run through existing teams or have developed a digitally focused practice seem to focus more on tools and usually in combination with a traditional campaign.  PR agencies on the other hand are typically further along on messaging into existing consumer networks (bloggers, facebook, twitter, youtube, etc) and measuring impact and sentiment.  Certainly there are exceptions although this is my experience to date.  So if that is typical in agencies, what is typical in corporate departments? 

According to Eric Schwartzman’s report, titled, 2009 Digital Readiness Report: Essential Online Public Relations and Marketing Skills, it showsDigital Readiness Report that “public relations owns the responsibility for web strategy relative to blogging, podcasting or RSS; social search; social networking; microblogging and, to a lesser extent, web content management. PR prevails in comparison to marketing, IT, HR and Executive Management.

Email marketing and search engine optimization are owned by marketing, but SEO only slightly so. The organizations interviewed for the study include corporations (22%), PR/marketing agencies (44%), non-profits/associations (14%), government agencies (6%), academic institutions (7%) and those classified as “other” (6%). The respondents were 278 public relations, marketing and human resource professionals chosen to identify trends regarding their approach to social media.

Jason Falls made some interesting insights on the report, The overall conclusion of the study was that public relations and marketing professionals had better be equipped to handle social media if they hope to get a job in the industry. The study includes some fantastic insights and is, perhaps, the first in-depth look at social media and new media marketing needs in the public relations industry.”

This gets us to our topic for this week on the positioning of PR in the pecking order of accountability and execution.  We got a real pro to cover this topic, Todd Defren from Shift Communications.   Todd’s reputation and hands on work in the industry will provide for an exceptional discussion.  The questions:

Topic: Where PR Belongs in the Corporate Pecking Order with Social Media

Q1:  Where is PR in the pecking order of must-do’s for social media and social media marketing?

Q2:  What should a PR plan integrated with social media look like?

Q3:  What is an ideal skill set for the new-age PR person?

Join Todd this week Tuesday 10/6 at noon EST and follow along with #socialmedia or on our LIVE page.

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