The Only Way to Business Success

I was in a meeting with a potential client… a company called Fanimation… and we were discussing the different parts of our proposal process. At Brandswag we have a 50/50 policy where half of the 12 month social media campaign is paid by the client and the other half is pay-by-performance. So.. long story short… if we do not hit the goals for the client in the last 6 months of the contract… we do not get paid.

(Side note: If you have a couple of minutes after reading this blog post… check out their website. The products Fanimation creates are absolutely unique and AWESOME… no joke… If you are a sucker for product design… check them out)

Nathan Frampton works for Fanimation and said something extremely peculiar to me… “I just want to write you bigger checks.”

I have owned a company for almost three years and have never had a potential client say that to me. I proceeded to ask Nathan what he meant by writing me bigger checks. I had a vague idea of the concept but wanted to hear it straight from him.

It is an easy concept to comprehend… do great work and you will be rewarded. There is always a base pay but if you create marketing vehicles, promotional campaigns, and tell the story of the company with enough gusto… you sell product… and when you sell product… you get paid. It reminds me of something that Barry Labov (owner of Labov and Beyond) told me recently… “You know you have done a good job for a client when they send YOU gifts.”

But let’s be honest with ourselves…is it really that easy of a concept? It hit me like a ton of bricks even though it makes complete sense after I thought it through..

Deliver and grow with a client… deliver what they need, want, and desire… THAT is the only way to business success.

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Diamond Marketing and Selling the Experience

This morning I was listening to a local radio station when a diamond store’s advertisement played across the speakers… I sat there at the stoplight listening to the words…

“We are the ONLY diamond store that buys direct from the manufacturer… cutting out middleman pricing… best quality diamonds… friendly service…”

Truthfully… the ad was lame. There was no story telling… there was no emotional buy. There was nothing that invited me to continue the conversation. I decided to look into the other diamond sellers and manufacturers in the city. You guessed it… they were all the same. They all said the exact same thing.

Frankly, I do not care that you had to fly to Hong Kong to buy your diamonds. I don’t care that you are cutting out the middleman pricing. I care that you treat me the right way when I walk in the door. I care about the experience of the purchase not the purchase itself.

When we are selling a professional product or service it is important to DIFFERENTIATE. It is a lost art. How do you differentiate in a world where everything is starting to sound similar… sound bland?   It is essential that you gain the trust of the individual before they buy. It is essential to encourage your customers to tell the story.

You can buy as many radio, yellow pages, or newspaper ads as your budget allows… it only breaks the surface. The experience sells the product. How are you using your website, social media, traditional marketing, and networking to tell your story.

Do not bore the world with details… tell them the story!

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Do Tight Corporate Social Media Policies Help or Hinder?

Linda Skrocki is the Senior Engineering Program Manager/Owner for Sun’s primary, external-facing community sites (blogs, forums, wikis, etc.). In addition to being a corporate social networking evangelist, she has managed many of Sun Microsystems highest profile web programs over the last 9 years.

What is your risk & transparency tolerance?

That’s a question every company must ask before embarking on their officially branded new media journey, but let’s be honest, tightly controlled content is nothing more than traditional website content and/or press releases. If that’s the most risk your culture/policy allows when it comes to marketplace conversations via social media platforms, don’t waste time and money implementing an external-facing officially branded collaboration site — it simply won’t be an environment conducive to meaningful, authentic marketplace conversations and certainly won’t foster healthy business relationship building that ultimately affects your bottom line.

If a tightly controlled or no approach is the chosen path, it’s important to note that conversations about your company, good and bad, won’t cease to exist. They’ll just have to happen elsewhere — most likely in places far less findable by you; thereby, giving you less opportunity to:

• amplify positive company & product feedback from the marketplace
• strengthen your company & products by listening and acting upon negative feedback
• rally interest and extend awareness by being able to easily participate in the conversations

(Re)evaluation of our fears

Still reading? Thinking your company’s social media policy might need a laxative? Not sure how to get started? Try this: Each overly rigid policy term is based on fear of a specific situation. Examine each term & it’s fear-based situation & ask:

1. Aren’t these legal bases already covered in our company’s employment terms and/or site Terms of Use?
2. Why are we trying to control conversations employees & the marketplace may have on social sites any differently than conversations they have at a bus stop, dinner party, etc.? Don’t we want them to drive awareness of our company and products?
3. Why are we scaring our employees to a degree that they don’t want to engage in cool and interesting marketplace conversations about the company and our products?
4. In the statistically* unlikely event that an employee goes hostile and says bad things about us,
   a) do we really think policy will stop them?
   b) wouldn’t we want the likely inaccurate rant to happen in our own backyard where it’s more easy to find and respond to?
5. Is it really worth sacrificing hundreds of thousands of fruitful conversations because we’re afraid of a possible nasty conversation?
6. What if the nasty conversation happens? Why can’t we just counter by publicly correcting the inaccurate points with facts and own-up to the accurate points by making our product stronger and gaining bonus points for driving this awareness?

Relax, Trust & See Goodness Unfold

I’m not saying let go entirely. Employees appreciate guidelines. They want to remain gainfully employed and don’t want to get themselves or the company in trouble. They may not clearly be aware of the company’s stance on topics to avoid if they are buried in pages of legalese. To augment existing employment terms, a set of brief, comprehensive social media guidelines will not only stand a better chance of actually being read by your employees, but will set everyone’s minds at ease by knowing how to effectively engage in the social media space.

If you need a solid example of an effective set of guidelines, Sun’s Guidelines on Public Discourse has stood the test of time and has proven to be amazingly effective not only for Sun but for other companies who have used it as a model.

* Example: http://blogs.sun.com, along with the Guidelines on Public Discourse, deployed in 2004. No approval is required prior to employees blogging. The original tag line “This space is accessible to any Sun employee to write about anything” remains in place. As of this post, there are more than 140,000 blog posts and only a handful of possible policy violations have been raised.

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Customers Are People First. Marketers Are Fundamentally Flawed.

I have been reading the influential book Getting To Yes by Roger Fisher and William Ury. The entire premise of the book is based around negotiating and how to reach a desirable outcome. While reading through the beginning of the book I came across a section titled: Negotiators and People First. It had me thinking about social media and how we are fundamentally flawed as marketers when reaching out to the desired consumer.

A basic fact about negotiation, easy to forget in corporate and international transactions, is that you are dealing not with abstract representatives of the “other side,” but with human beings. They have emotions, deeply held values, and different backgrounds and viewpoints; and they are unpredictable. So are you.(pg 19)

This first thought hit me like a ton of bricks with more of a mental pain than a physical one.. of course. If you replace negotiation with the word consumer it is easy to see where we are flawed as communication professionals. Social media is opening up the world of peer-to-peer marketing and the single customer. How can we play in this world while using strategies from the past?

They have egos that are easily threatened. They see the world from their own personal vantage point, and they frequently confuse their perceptions with reality. Routinely, they fail to interpret what you say in the way you intend and do not mean what you understand them to say. (pg 19)

We assume that our customer profiles and survey groups are defining a subset of the population. We assume that the demographic profile handed down by the marketing department is not just a generalization but absolute fact. We design multitudes of campaigns around consumer types based on personality profiles.

And then… we spend hundreds of millions of dollars on marketing campaigns that technically work because they are driven down the throats of the public.

Shouldn’t we be examining the people problem? Customers are people first and buyers second. What is the best way to communicate? Use the tools afforded to you through the Internet to reach a desired outcome: communication.

We are truly in the age of communication. Your customers are using social media tools on a daily basis to communicate their thoughts, ideas, pains, needs, and wants. I cannot see a better way to find that perfect customer than communicating with them on their turf… their home base.

When you are building your strategy plan for 2010 or trying to fill out the end of the year ask yourself, “Am I paying enough attention to the people problem?”

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5 Ways to Track Your Competitors Using Social Media

My post on Tuesday talked about the growing trend of social media being used in order to gain more lead generation and marketing potential in businesses across the nation. You are going to need to be online. You are going to need to have a voice in this world of social communication.

Can we talk about another reason to be on social media? Are your competitors using it? This should be a deciding factor in whether or not you get involved. So where do you start? The first thing is to investigate.

1. Sign up for an account at Competitious.

Competitious is a cool tool that allows you to track, organize, and solidify data from your competition. Right now the beta is a free account… jump on over… sign up and try the tool. It also allows you to share and collaborate on different forms of data internally inside of your company.

2. Use the search tool SocialMention.

SocialMention is a keyword based search engine that aggregates different forms on content from across the web. You can search on microblogs, blogs, comments, events, and images (to name a few). Receive free daily email alerts of your brand, company, CEO, marketing campaign, or on a developing news story, a competitor, or the latest on a celebrity.

3. Google Alerts never hurt anyone.

Google Alerts is an awesome tool that allows you to sign up for… you guessed it… email alerts when a keyword is used in any type of content on the web. I have setup keyword alerts for Indianapolis social media, social media, Kyle Lacy, Brandswag, Twitter Marketing, and corporate social media. Check out this tutorial on how to use Google Alerts.

4. Do some investi-ma-gative journalism.

This should probably be step number one but it seems pretty simple… go to their website. If they are using social media in the right way they should be listing the tools in which they use. Follow them… feed them.. watch them. You could learn a ton from the way they share information.

5. Use HubSpot to track down the competition.

Hubspot has plenty of tools that allow you to track and influence different levels of your competitors use of social media. They give you the ability to track conversations online and hook up with different influencers in your industry. This is a paid service but it can extremely beneficial to the long term success of winning over the competition.

Get out there and listen to the net!

Are there any tools you have used? I would love to hear more!

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Screw Stats. It is about Portability and Experiences

I am co-hosting a webinar tomorrow with Chris Baggott of Compendium Blogware entitled Getting a Grip on Social Media. The first slide of my presentation simples says: Screw Stats. The whole concept behind the slide is the idea that we can run around statistics and figures all we want but the most important thing to understand is the future of portability and experiences in social media.

Portability

Portability is mobility. The mobile phone domination is going to grow even larger in the next couple of years and social media will be right behind it. There is no better way (other than text messaging) to utilize the iPhone or Palm Pre than securing applications that can be used to strengthen a users social media experiences. I don’t think the concept of social media is going to die because of the power of being mobile. Customer service is going to be dependent on securing social media because of a users ability to automatically tweet or post an experience the moment it happens… that is powerful.

Experiences

Selling is now almost completely dependent on the experiences of the customers. Peer recommendations have always been a staple to sell your services… referral and word of mouth marketing are inherently connected to success. Social media has made experiential marketing and referral marketing extremely powerful because of the ease of sharing a message. Social media is strengthen by the experiences customers share online. It is extremely important for a business to understand the ability and the important of using social media to empower your customers to share your message.

There are other reasons to join, research, and implement social media but the future of tool is in the ability to leverage portability and customer experiences.

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Taking an Online Relationship Offline and Going Deeper

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All That Matters Is Your Story

We are experiencing a change in the world of customer communication. It is no longer the company that is controlling the brand management but the consumer. Forget the concept of social media… we have been witnessing this transition for the past decade… and since the inception of the Internet as a worthwhile tool for communication.

Customers are now talking about you at a staggering pace using sites like Twitter, Facebook, Myspace and LinkedIN… and the list goes on. I was watching TV today and taking note of the increasinly terrible advertising that is taking place on the cable networks. I began to realize that I (along with millions of others) are no longer making buying decisions based on traditional advertising. You can take the definition of traditional advertising any way you want but in my terms it means old ways of doing business.

A great book to read from the Heath brothers is Made to Stick which talks about the concept of creating a story to push your company into the next decade of communication. I have read, reread, and read again the excellent points made throughout the book and began to realize one thing… if you do not create a story that your customers can retell you will lose market share steadily over the next couple of years.

We might not be seeing a steady decline because social media and the Internet is still bleeding edge when it comes to market penetration in a global sense. My question is simply this: What happens when we do reach the peak of market penetration for social media? What happens when your customers ARE using the tool and using it effectively? What do you do when you reach the point? Are you ready for the onslaught? Is your communications department familiarizing themselves with the tools?

All that matters is your story. You are going to be creating a story based on a marketing process but we might come to the point where it doesn’t matter what you want your story to be… your customers are going to create a story anyway. Experience is the key to the future of marketing and customer communication. They (your customer) are going to be talking NOT about your sales or PR release but how they personally experienced your product or service.

Are you preparing yourself for the new age of communication?

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Iggy Pintado’s Connection Generation Review

Many of you may be connected to Iggy Pintado on Twitter: @iggypintado. He is a brilliant marketer, genius at generational marketing, and ex-IBM executive out of Australia. If you are not following him… take a second and do it. You will not regret the decision.

Iggy was kind enough to send me his book, Connection Generation, to read and contemplate. I must admit… I have had the book for a couple of months and just had the time to sit down and read it from front to back. It is awesome. I really did enjoy reading about the different levels of communication from a generational standpoint. There is going (it is happening now) a huge shift in the way people communicate over the next decade. Iggy’s book helps break down the ideas and trends that may be hurting/helping the way WE communicate in the future.

I love how Iggy breaks a part the idea of the Passive Connector.

“Passives have an understanding of communication and connection applications but choose not to prioritize them in practice as part of their day-to-day regiments. They possess a very theoretical view of the word “connection,” manifested in their frame of reference as being more CONCEPTUAL interpretation. They visualize connection as a puzzle… a connect the dots.”

The book help me pinpoint some of the ways I am communicate my overall marketing message to different individuals in the professional environment. I didn’t quite realize (to my fault) that each person has a different level of understanding when it comes to the idea of connecting.

That is just a small snippet of what I found valuable in the book. I am already starting to apply some of the ideas from the book to the way we sell, talk, and promote social media to potential clients.

Go to the website and read about the book. You will not regret it and I recommend it.

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233 Million Hours Spent on Facebook in April

(Stat courtesy of the Seattle Times)

Nielsen recently reported that there was an average of 233 million hours spent on Facebook in the month of April. 233 Million HOURS! Let me repeat that.. Americans are spending 233 million hours a month on Facebook. That is unbelieveable.

I would like to think that the majority of the time spent on Facebook is productive and not a MASSIVE time suck but that is not what is important. The important thing to take away from this Nielsen Online study is that the online communication platform is still growing. There is a massive shift happening in how people communicate. Whether you like it or not…

People are moving online to share ideas, thoughts, opinions, and their lives.

What does this mean to the business owner? Your customers are experiencing a new way to communicate. They can now connect to individuals through their daily lives! Get your sales people on Facebook. Teach them how to interact with people in the REAL sense of true interaction. This is not a hard sell environment… this is a relationship based environment.

Create relationships and win… and maybe… you will find that 233 million hours spent on Facebook can actually drive leads to your door.

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