Posts Tagged ‘Brands’

Enterprise Social Media: Working For Your Online Advocates

Tuesday, November 16th, 2010

Like hormone crazed teenagers day dreaming in class, Brands are very similar.  We fantasize about creating advocates, yet when we we get them, we’re not quite sure what to do with them.

Everyone has an opinion on brand advocates, how to get them, how to activate them, etc (all good stuff by the way).  Most of the discussion is about getting advocates to do things though.  Get them to write another product review, blog about us and retweet our promo.  If I was your brand advocate, I would need a vacation for sure.

So give them one.  I don’t mean airplane tickets, hotels and coconut drinks on the beach.  Just a simple vacation from doing all your work for you.  Figure out what to do for them.  What could you do for a “friend” of the company that you just do because you like them, not because you expect anything from them? 

Most companies build extensive sytems to manage brand messaging, create brand loyalty through rewards and messaging but you have to do something before you get the benefit.  What if I just got a promotion and started traveling.  I take four trips in four weeks and my typical pattern is four trips over the course of a year.  There should be triggers going off everywhere that are simply meant to create a great experience from my brand.  I may not be at the “Gold” level but if there is a suite that’s available for my stay, give it to me.  The good will business that comes from it is unmatched.  Advocates are created over time with brands that have a strong reputation with me.

A Brand’s reputation is shaped as a cumulative feeling across EVERY personal experience I have with that Brand whether receiving my bill, using the product, calling customer service or seeing an advertisement on TV.

If that’s true, a Brand manager simply needs to create more experiences faster than the customer will create for themselves on their own time.  Instead of sending over a coupon, send a box of your new product to their door to try out.  Leave a bottle of wine on their pillow when they were expecting the bottle of water that everyone else gets.  Instead of focusing on what you can get your advocates to do for you, try spending some time coming up with ideas of things you can do for your advocates…just because.

Brands spend a lot of creative talent on getting consumers to “Like” them yet once they do, companies are not set up to continue to manage the relationship.  With that, our event for this week being moderated for the first time by, what I would consider, an advocate of #socialmedia.  We met Chris Kieff as a regular contributor on our events and now he is moderating his own.  With a great perspective and tons of experience, we are excited to have Chris lead this next event.  The topic and questions will be:

Topic: Enterprise Social Media: Working For Your Online Advocates

Q1: What is the best way to find advocates in social media?

Q2: Now that we’ve identified advocates, how do you build relationships with them?

Q3: How do you enable them to carry your message virally? 

Please join us in this online chat on Tuesday, November 16 at noon ET.  Follow #sm86 from your favorite Twitter client or simply go to our LIVE page at www.hashtagsocialmedia.com/live.

Stop Campaigning and Start Conversing The New Marketing Paradigm

Saturday, November 21st, 2009

conversationBuild a relationship, garner trust and a customer will never leave.  Sounds pretty easy!?  In fact we have been talking about it since the dawn of time (social media time anyway) with the Cluetrain Manifesto that started in 1999 and identified that the Internet has forced marketing to be more about conversations than messages.  Since then we have Valeria Maltoni the Conversation Agent (a past moderator here), a great book called Naked Conversations written by Shel Israel (an upcoming moderator) and Robert Scoble and countless other examples.  So why is it that companies still market via campaigns and agencies still win business with this approach?

A classic example of movement for the sake of motion? Possibly.  Consider all the money and effort that goes into concept, strategy, creative, execution of marketing campaigns.  Brands spend all that time creating a pitch to consumers, introducing themselves time and time again, selling stuff to unwilling customers then when it’s done, they see how much product was sold, cut off the pitch to those customers and prospects then rinse and repeat the whole daunting process all over.  So where is the conversation part of this we have been talking about now for at least 10 years?  Not the cordial, “wave to each other at a cocktail party” conversation but the relationship conversation that lasts for months, years or longer?  The conversation where you find out what each other needs and wants (notice I said both), you know, a real relationship not a manufactured one.

So what does that look like and how do marketers break out of the campaign mentality?  Think about the impact of this scenario: A company with multiple brands has a consolidated marketing department focused on customer relationships.  They are in charge of courting the consumer and understanding how they live, work and play.  From that relationship, the company understands what products (Brands) can help that customer and how they add value to that consumer’s life.  Then the Brands become stewards for helping those customers buy the things they need (considering people like to buy things yet do not like to be sold).  The company pours their monies into acquiring a customer once then facilitating their purchases across the various products.  This is very different than what happens today as each Brand pays to acquire the same customers over and over across all brands independently.  This may be some utopian dream to many but the speed of communicating and the ubiquity of access to communicate is forever changing the old norms and customers have left that station.  Companies need to figure out how to adapt and soon.

We are very happy to have Tom Martin moderating this topic on tuesday.  Tom spends a lot of time in this space covering all aspects of branding, marketing and social media and brings a creative approach to his work.  He will help us work through this topic and facilitate a great learning opportunity for all of us.  The topic and questions will be:

Stop Campaigning and Start Conversing – The New Marketing Paradigm

1) What is the difference between a marketing campaign and a customer conversation?

2) How do agencies have to change in order to create conversations instead of campaigns?

3) What are some examples of brands or agencies that have succeeded in making the jump from campaign to conversation?

The chat will take place Tuesday 11/24 at noon EST.  We will use the #sm35 for the event.

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).

Aligning the Brand Personality with the Personality of the Individual Representing the Brand

Sunday, September 27th, 2009

The new rules of PR 2.0, something this week’s moderator Brian Solis spends a lot of time with.  Public Relations pros have built their careers being the voice BEHIND the Brand.  Then comes the sociPR20al web.  With the social web, a new age of public relations “faces” are appearing from all over within companies.  Starting their own blogs, taking to Twitter to streamline customer help issues or using Facebook to sell product, these social pioneers are re-defining “Public Relations” in its traditional sense.  They are coming from customer service, product management, research, operations and even the cleaning crew.  This new age of PR pros are taking a different approach from their brethren of past, they are now out in FRONT of the Brand. 

Being in front of the Brand is changing the dynamics of what PR is and does.  Think about this:

  • When you are pushing your message to the public, it creates a sense of trust.  “I don’t have any reason not to believe your soup is now lower in sodium and therefore better for my health, Right?” 
  • It’s not until you engage with that consumer and create a cycle of communication that you begin to get a sense of ownership. “Hey girlfriends, Joe from Soup Co tweeted me with about a new recipe and asked if they should use grilled chicken or roasted for their New & Improved soup coming out next month. We all need to try it”

The difference between old PR and marketing and the new age of PR is significant.  It’s taking the broad messaging back to micro-messaging looking to build their following one happy customer at a time.  So what’s the downside to the new rules of PR 2.0?  Do you gain trust if Susie from marketing is talking to you about the recent drug interactions of your new Pharmaceutical instead of the research PR messaging?  It probably depends where the message is coming from and the sincerity of it that helps to align your feelings of the Brand and where you trust that Brand in the perspective of your family.

So that’s the topic this week, aligning the personalities of your brand and your new breed of “PR” pros.  Carrying the discussion this week is Brian Solis who has been at the head of this discussion since the mid 1990′s.  He is one of the leading voices in this field and will certainly add his share of nuggets into this conversation. 

Aligning the Brand Personality with the Personality of the Individual Representing the Brand

Q1: Who do you trust more? How do you know when the brand is talking or when the person behind the brand is?

Q2:  What happens when the personal Brands become larger than the Brand they represent? How does that affect your loyalty in the brand?

Q3:  Are you more apt to engage in a relationship with the brand, based on the person behind the brand? If that person leaves, do you leave to?

Be sure to join us this Tuesday 9/29 at 12 noon EST for the last #socialmedia event of September.  Either follow #socialmedia on your favorite Twitter client or follow our Live page for a filtered feed of the conversation.

Follow up to UnPanel #6: How to Win When Your Competitors are Losing, an advanced social media approach

Sunday, May 10th, 2009

A great turnout for this event led by Jason Falls from full service brand agency, Doe-Anderson.  Can’t decide whether to attribute the passionate dialogue to the topic or Jason for challenging the standard response posts.  As a result, this UnPanel created a solid dialogue around the topic of how some companies can grow their businesses even when competitors and their industry is even or declining.  A summary is below:

Customer’s perception: is that companies care more about profits than customers.

How can you overcome this perception?  Assign someone or some people to interact with customers throughout the day/night.  Be free to answer questions whether related directly to selling more stuff initially or not.  Create a personal “face” that customers can relate to.  A theme that came up was that of ” living amongst them” or showing customers that the people of the brand face the same challenges and experiences as the customers.  Create familiarity and relate to your customers at an individual level.

You can’t outsource relationships whether online or in real-life.

One point to this is that you have to humanize that which is inanimate.  Brands are things, people want to interact with humans, not things.   There was some talk about trusting agencies but at the end of the day, the consensus agreed that agencies have a place with developing strategy, guidance, focus, etc but the dialogue needs to come from people inside the company.  Agencies are best when they try to avoid dependency relationships with clients.  Managing their work by not getting noticed.

How do you know as a brand that you have been “accepted” or become in-network?

First, this is not a destination, becoming accepted social as a brand by your customers is a continuous journey.  Certainly when your customers are recommending you to their friends is a good indicator (Apple may win this battle).  That is a much deeper commitment that simply purchasing something and being done.  Make it easy for customers to become advocates.  A great post said when customers start wearing your tattoo, then you know you are operating in-network.  That is a great concept both literally and figuratively.

Once you have arrived, how do you keep your Cred with you customers?

In list format in order of how they came in:

  • Invite interactions offline, meet-ups, invites to parties, events, etc.
  • Consider Mobile interactions as a more intimate way to connect with customers
  • Invite them to help develop new products, innovations for the company
  • Keep evaluating feedback, adapting, changing to the needs of customers. No stagnation.
  • Social CRM as a method to stay engaged and relevant.
  • Buy your own products as your customers would. Discuss your experience with them and improve it with input.

Want to thank Jason Falls again for moderating this topic!

How to Win When Your Competitors are Losing, an advanced social media approach

Monday, May 4th, 2009

 1st-place-medalIt’s time for companies to begin to think differently, very differently about how they market to and interact with consumers, prospects, partners, shareholders and employees.   Zealots and detractors alike are taking matters into their own hands on things they like and dislike about your company and your Brand.  You can’t hide from your audience.  Consumers have a louder voice, a much larger organizing hand and more access to their friends than you can imagine. 

Along with the complexities brought about by this new consumer, they are, in some ways very loyal too.  The Brands that have made the digital transition and embrace their consumers’ networks are having success in a time that is unforgiving at best.  Consider this recent article by Adweek.

Consumers are still making purchases, how can you make sure they are making your purchases?  Brands that live in-network understand that being on the consumer’s mind is not enough…they must be in their lives.  Companies are attempting to re-formulize how they develop products,  market, engage, build share, etc.  Simply, they want to move from the role of an outsider (making generic pitches at a network of consumers) to the concept of being in-network.

This week’s UnPanel event will spearheaded by Jason Falls who, in his own right, has figured out how to win in this very crowded space to emerge as one of the strongest leaders in the social media industry.  Jason brings a wealth of personal and agency experience to the table in this discussion and will organize around the following questions:

Q1: Assuming you are already listening, How do you get “in-network” as a Brand?

Q2: How do you know when you are “in-network”?

Q3: Thinking outside of our bubble, what are some ways that Brands can stay “in-network”?

Please join us in this discussion and help create some direction for companies to embrace and use.  This event promises to be our best ever, so come ready jump in quickly.  A big thanks to Mr. Falls and we look forward to seeing you Tuesday 12 noon EST.