Chris Brogan’s recent post challenges marketers to begin thinking of ways to use the social web to leverage traditional marketing expertise:
Marketers, are you paying attention to who’s spending how much and where when you read magazines, watch TV, or see billboards? Are you extrapolating out what it means to you, your business, etc?…If you’re in media, the stories are all around you. The model’s broken. Yep. The numbers are smaller. Yep. People aren’t as into paper. Yep. Ads online don’t make as much money as on paper. Sad, but yep.
While numbers indicate that Social Media Marketing may, for now, be recession proof, it is not idiot proof. Engaging in transparent conversations in social networks to build brand-centric communities is meaningless without intelligence, sincerity and a real world business acumen that can tie participation to important business metrics.
Assume a day in the not too distant future where 90% of your competitors have viable and cogent strategies for utilizing Facebook, Twitter, blogs, video, social CRM applications, etc. In this environment, where’s your edge? Where’s your competitive points of differentiation? How will your messages cut through the noise and fragmented media channels? I say it nets down to two main buckets: Creativity and Integrity.
@doverbey (aka Derek Overbey) is a creative person, a talented marketer and prolific–and effective–user of social media. This year he attended SXSW for the first time and knew he could meet people like @scobleizer, @gapingvoid, @guykawasaki (for those who’ve never attended a SXSW, that’s one of the hallmarks of the conference and its appeal…you can actually speak freely with many experts in a variety of disciplines…if you can get on their radar). @doverbey turned “could” into “did” by thinking creatively. Knowing that people like @guykawasaki would be hit from all sides and at any time of day for a chat-up, drinks, meeting requests, whatever, he knew that if he had any chance at wrangling a substantive and informative conversation from “stars” like @guykawasaki he’d have to have a “hook” and “angle”; in short, a creative and compelling reason to get these people to spend some time with him. His brainchild: “100interviews“. His methodology: a wordpress blog, some t-shirts, a flip video camera, and a targeted Twitter promotion prior to and during SXSW. His outcome? Visit his site. Here’s what Derek has to say about the experience:
When @morganb (Morgan Brown) and I decided to conduct some interviews at SXSW, I knew we had to have a hook. The thought on trying to do 100 interviews in 4 days had a nice ring to it and provided us with a platform to stand on as we went out and started to secure interview subjects. But I think the aspect that really pushed us over the top was using Twitter to promote and secure the interviewees. Once we secured a couple of bigger names like @guykawasaki, @chrisbrogan and @garyvee and started to tweet that info out, we had people literally coming to us asking if they could get involved. We leveraged the social aspect to do the work for us. Then when we were at the event, people felt like they were missing something if they were not involved because all their social media friends were participating. In closing, I would say this experience showed me the “true power” of social media outside of just connecting. It can really be leveraged as a additional marketing arm but must still have the good idea behind it.
Derek walked into a situation where many of the attendees were just as prolific users of social media as he is, and where many of these individuals perhaps had similar goals to his, but out of literally thousands of attendees he got substantive face-time with these thought-leaders, and captured telling interviews by using his marketing prowess and creative thinking to come-up with a compelling “hook” that was just different enough to make these thought-leaders stop, take notice, and contribute. And in the process he’s branded himself as a social media leader too.
The take-away: You can do the same with your brand by looking at what’s not been done in your vertical in terms of a promotional strategy and use social media to leverage this uniqueness. In a sea of banality what’s your concept that’s simple to execute, but has a “nice ring to it” that will create a buzz tsunami?
Trent Reznor of NIN is a great artist. Whether you like or dislike his music, it’s unlikely you’d disagree that he’s been uncompromising in his art as well as his business acumen. Take 40 minutes out of your day and listen to this interview where Reznor’s answers to the DIGG community questions deliver keen insights into how he’s blended art and business into a strategy that not only propels his brands, but also keeps his core constituency front-and-center and conversant with these brands. What’s clear from the interview is that he’s confident in his own vision, and has been from the start. There’s a point in the interview where he describes how he strategically broke into the music business in the late 1980s by sitting back and really understanding what his unique value was to the music industry, aligning himself with the right label, and using then ground-breaking distribution models (e.g., MTV) to get his art heard. In essence, he looked at his core strengths and passions and leveraged such in the “alternative music” niche that existed at that time. Reznor focused on perfecting his art, stayed true to his vision, and created a truly unique sound which differentiated himself from the crowd of other bands. And once his audience “found” his music, he engaged this audience with ever-increasing diversity coupled with new technologies and distribution methods to increase this engagement (see his recently released iPhone app under his NIN brand for the most recent example of this.
The take-away: Understand your core values and define how you’ll make a difference and then have confidence in your brand, your vision. Keep an uncompromising adherence to these values as you deploy new services and utilize new technologies to spread your vision. And when a constituency embraces your brand, engage this constituency and demonstrate that you understand its core goals, wants, and needs by developing products and services that align with these core values while adhering to yours.
Potential and existing clients are neither livestock, corn, nor wheat. Clients are people who have families, passions, wants, desires, and needs. And they likely would not want to be managed, cultivated, harvested, or farmed. Instead they’d likely want a meaningful interaction with your brand where you treat them like a human rather than like an uninformed data element.
As a first step to embracing clients and potential clients as living and breathing HUMANS, rather than disembodied data nodes, firms ought to shed certain traditional labels of CRM as well as agri-centric terms in favor of human-centric labels. Use “client” rather than customer; clients seek professional advice, customers purchase products. As a real estate professional who’s positioning yourself as a trusted adviser and subject matter expert, aren’t you more interesting in engaging clients as opposed to just pushing products? Similarly, use “engagement” and “conversation” rather than cultivate or nurture; engagement implies a recognition that your client has a role in the CRM process and conversation recognizes that you’re goal is to enlist the client in a dialogue, rather than having them passively remain rooted in your system like a seed and plant in a field until they’re harvested at maturation.
Words matter. And labels inform your conduct. If your CRM system focuses on the human touch, the people element, then your CRM operations become more focused and in tune with promoting engagement and brand partnership. Consumers want to trust your brand. Give them a reason to do so by acting like you trust them.