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Dan Zarrella is an award-winning social media and viral marketing scientist, writer, and speaker. His new book is The Social Media Marketing Book. In this interview I try to pin him down and tell me when to use specific social media platforms, services and practices to run a business.

Read his interview and learn his philosophy in an interview posted on the American Express Open Forum.

 

I just read a concept developed from the review of Groundswell by Kevin Beatty discussing Customer Service 2.0.

What Kevin writes….

Benefit # 1 – Customer Service 2.0 (from a consumer’s prospective)

One of the most beneficial side effects of social media utilization is that it’s allowed everyone to have a voice.  You yourself can write a blog about anything or anybody.  Tell me, what do you do when a product or service you used to use failed? Well, if you’re old fashioned you would wait until business hours and call a 1-800 line in hopes that you would connect with someone who understood your issue and was able to fix it.

Social Media has changed that and the best advice I can give anyone is GTS.   That of course stands for Google That Stuff.  Anytime you have an issue from this point on, I would suggest Google as your best customer service portal.  Just the other day, I was having an issue with an old iPod Shuffle that I own.  It was no longer recognized when I plug it into my computer so I was forced to go on my afternoon run in complete silence.  Before calling Apple or going into an Apple store, I used Google to determine what my issue was.  Instantly I was awarded a list of review sites, troubleshooting guides, and blogs from similar people experiencing the exact issues that I was.  Within several minutes I had my iPod shuffling working again.

My advice to you is use the Groundswell for all of your customer service needs.  Especially now since many companies have social media sites such as Twitter and Facebook so you can probably receive an answer faster than before.  Get in the habit of utilizing the internet to troubleshoot any issue that you’re having with a product or service…chances are someone else in the web-o-sphere has experienced the same issue and has an answer.

To read the full post visit www.kevinbeatty.com.

Buy the Book Groundswell here.

Man am I glad that sales pitches are totally ineffective. By no means is this breaking news but I think that most people under-think what’s behind this.  Many an old school salesman will lament about how relationships used to matter and now it’s all about the convenience and the bottom line.

That seems like a BS excuse to me. Relationships matter more than ever- it’s just how you build them that has changed.  It used to be that business was conducted face to face and over the phone when necessary. Before, Don Draper-like looks and charisma was necessary to be heard, no more.

Information is virtually instant, thus the ability to fact-check and comparison shop means that thinly veiled sales pitches can be easily blown apart.  Now relationships are built on: ideas, integrity and transparency.

  • Familiarize yourself with your customer’s industry, organization, role and their needs. The best way to do this is to ask them.
  • Sell yourself, not your product: describe your products exactly as you would to a family member you’ve known for a long time.
  • Be straightforward about your expectations of them and acknowledge what your product doesn’t do

Inform your customer and let them make an informed decision. Push information and you push the customer away.

This is a re-post oldie but goodie from our designers blog: Daily Design Fix . I was inspired to re-post as one of our biz dev guys and I were setting around brainstorming ideas and writing them down on a paper towel over lunch at our kitchen table.

Here is the string and the original post.

1. Your boss actually lives at the office and sleeps 10 feet away from your desk
2. Your conference room “D” is actually the dining room
3. Your work attire now includes your entire closet
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4. You have phone cords running throughout the room
5. Your supply closet doubles as a skype call center
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6. The co-founder of your company is your proof reader
7. When they ask for you, you have to say “hold on one minute” and pretend you actually have an assistant answering your calls before you come back and say “Hello”
8. The sales team brings eggs to cook for breakfast
9. You have actually taken a nap in the boss’ bed
10. You use your neighbor’s garage door as the back drop for your photo shoot
11. You have more food in the office fridge than your one at home
12. Your default password is the office dog
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13. You drink with the boss on Fridays
14. You never know who will be there when you walk into the office
15. Your web developer keeps a trampoline in his trunk and you take lunch breaks in the park (or maybe that’s only artistic hub)
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16. You leave your slippers under your desk
17. You bring your plant from home to live on your desk
18. You recycle birthday decorations
19. You have so many roles your job definition is impossible
20. You wake up wondering what emergency will arise today
21. You’ve wrestled with a dog in the office, unsuccessfully trying to pry a condom from its mouth
22. You keep extra changes of clothes at the office for days you need a run, or get too sweaty making calls
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23. Your office cleaning lady cleans your home, and does the shopping for both
24. Every spare wall in the house has a marker board on it
25. You laugh your ass off everyday because you are working with your best friends
26. You don’t remember who comes up with the next big idea anymore – your meetings are electric with ideas bouncing off the walls
27. And sometimes, when everything comes together just right you move at the speed of light

-written by Team Hub – Artistic Hub.com
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28. You write leads on paper towels at lunch while reading business magazines.

Feel free to share your start-up adventures! Add a comment and keep the list going…

mel&mich-obama

I grew up washing buckets at my Mom’s Flower shop in a painfully frugal mid-western town. Her arrangement design was basically a European model that focused on style and quality stems rather than size and price. As you can imagine she struggled initially as people failed to see the value in a bouquet of roses that wasn’t half-dead and from the grocery store.

Eventually she figured out the key: You can try telling them about the superior quality all-day but they can’t feel flowers lasting 10 days longer—What you can do is put the flowers in a bigger vase and fill the bottom with marbles so the flowers feel heavier.

Online marketing consists of technology and marketing; which are measured in very different ways:

  • Marketing: From an agency perspective we are constantly striving for better ways to measure value-added to our clients. Engagement campaigns can be especially difficult because there are usually a myriad of goals, all weighted and measured differently.

ie, A campaign’s primary objective is to increase ‘positive’ mentions of X brand on various social media sites. A secondary objective is to increase facebook fans. The primary objective had moderate success and the secondary objective had great success. How do you reconcile this?

    • Technology: Technology uses the term perceived usability to better reflect that for web-based applications value is negatively correlated with awareness. Time for a sports analogy: An offensive lineman goes unnoticed by fans until he screws up. Same goes for technology: A customer is likely to become aware of the functionality, usability and aesthetics as a result of the user-experience not meeting the user’s expectations. (see Don Normon’s post for a thorough overview)

    No doubt balancing these contrasting views is challenging but seriously analyzing how customers determine ‘the value’ of your product or service is paramount to establishing your pricing models.

    Bottom line: What are your marbles?

    There are two things that get me really jacked in life: Good ideas, and good ideas put into action.

    Cristo Rey is a network of private schools set up primarily in neglected urban neighborhoods.

    Here’s what’s great about the schools: Their mission is to narrow the ‘achievement gap‘ that is to say they focus on preparing at-risk, urban, and blue collar youth with the attitudes and skills necessary to achieve in college and beyond.

    Here’s how they do it (excerpt from Workplace U on American RadioWorks)

    The Cristo Rey business plan works this way: Employers pay the school what they would pay a full-time, entry-level employee, minus benefits. In Birmingham that’s $21,500. That one job is shared among four students, who each work on a different week day. A student’s work-study income pays about 70 percent of that student’s tuition. Parents pay a fee based on their income sometimes less than $100 a month. Foundations, charities and donations make up the rest. The Cristo Rey Network is sponsored by dozens of major corporations and by grants from the Bill and Melinda Gates Foundation and other philanthropies.

    The Story (on Workplace U) focuses on Carlon Harris a high school junior in Birmingham who works as an administrative assistant at a Birmingham business incubator. This would a daunting assignment for any high schooler, then factor the social, economic and potential challenges at home.

    Various types of public charter schools have been filling this void for quite some time now and are now very popular across urban cities. High Tech High is a group of high schools, middle schools and one elementary school in San Diego County whose goals (among others) are to increase the number of educationally disadvantaged students in math and engineering who succeed in high school and post-secondary education (High Tech High’s Goals).

    While High Tech High’s science focus is badly needed in American Education, their admissions process is a lottery- A lottery??? What good does that do anyone? You’re removing any element of motivation.

    Cristo Rey has found the winning formula; motivated kids possibly lacking family or social structure put them in a situation with high expectations combined with real-world experience that shows them what they’re working towards.

    Keep it Simple, Stupid

    I have re-discovered my favorite site on the internet– Stuff White People Like. What is beautiful about this site is it’s simplicity– It’s short, well written and cleaver.  These types of sites seem to have exploded all over the internet in recent years. Earlier this year Ben Huh did an interview with Mixergy.com and shared some insight into how he built a network of these sites anchored by I Can has Cheezburger and Fail Blog that generated 218 million page views in September alone.

    In terms of content and community management he has it dialed down to a science:

    • Site visitors are lazy! – There are TONS of alternatives for your customers so following the KiSS model (Keep it Simple, Stupid) minimizes their opportunities to get distracted.
    • Content + more content – You don’t want to shut visitors out that want to spend more time. If you’re following KiSS content generation should be easy and you can pass it off to users. In the case of I Can Has Cheezburger there is no shortage of cat pictures and stupid captions to put under them.

    funny-pictures-cat-tastes-your-icecream

    • Quality Content= Value – Think of these sites like fast food restaurants. Items on the dollar menu are cheap and easy to make and a $1 double cheeseburger seem like a great value.
    • Get innovated once you have their trust – I got in the habit of reading Texts From Last Night every morning while eating breakfast. Then they released the Iphone app – Texts From Last Night meet another morning routine ;)

    Anyone thinking of investing time or money into one of these sites has one big question: What happens when the fad passes? Huh points out that allowing the community to guide the content will ensure that visitors keep coming back. Even if/when one of these sites runs its life cycle all that’s lost is the design and software developed for the site. Computers and humans can be reassigned to other projects that generate other KiSS sites….

    It’s been a great few week of calls and conversations with some major players across quite a few industries.  What’s interesting about the work we do is how applicable it is to so many types of business.  I wanted to share some great ideas from the interaction we’ve had across many seemingly different org types.

    Real Estate – A great conversation this week with the CEO and Marketing Director of a major Real Estate Group in Wisconsin.  We talked about the type of advertising and marketing they’ve done in the past, and how they create messaging to their prospective new home buyers.  Some great questions to consider:  How do you get a message out to area home shoppers that it’s time to buy, or to buy from them?  How do you capture people before they are ready to buy a home, so when they are ready, they come back to you?  How do you capture buyers who are increasingly younger, and don’t seek news in the same places you’ve advertised for years?  Our contests applications create relevant engagement with these prospective new home buyers because we custom design the contest around an idea that would interest your target market.  If you’re looking to target new home buyers, create a contest around a room remodel, or a best family photo.  How about a best snowman contest.  It’s community goodwill and that’s the point.

    Create a contest that reaches your audience, find a prize that creates incentive, make spreading the message simple, make voting addictive, add a offline conversational component by offering a campaign product (like buy the picture of your son’s snowman on a magnet), and voila, you have a campaign that captures an audience and brings them back.  When they are ready, you’ll be the company they need your product or service.

    Politics – A new program we’ve joined forces with to test our application in the political space has some very interesting implications.  A great new documentary “By The People – The election of Barack Obama” provides insider accounts of the pandemonium that developed along the campaign road for our new president.  Produced by Ed Norton, it captures a clear picture of the emotion of the campaign trail, and it’s incredible.  A must watch, and a great case study on what components led into a successful campaign for the Obama group.

    The interesting conversation in politics is the topic of how to make people care about an election, or a candidate.  Especially in local elections, no one really thinks about an election until the close to election day, and even then a very small percentage actually vote.  In local elections less than 10 percent typically come out to vote.  How do we capture that audience?  How do we understand and speak to their issues?  How do we communicate with them?  How do we let them spread the message?  How do we keep them engaged longer than that guy at the grocery store that asks if I’m registered to vote in San Diego?

    Though it’s only one small component to a successful political website strategy, our voting and engagement technology can help open the door and start a conversation.  If you want to reach a target audience of 25-45 yr-old affluent women in a the San Diego area, try a home makeover or a garden photo contest.  If you want to reach Latin-Americans in Miami, try a favorite food, or family picnic contest.  The prize is a special lunch with you, their next local politician.

    Sports – After helping launch a new campaign in partnership with Active, and the NBA/NCAA we got into the door with a few Sports franchises.  Our first major team campaign launch will be a major NFL team this month.  Some great questions here.  As an NFL team how do you get your fans to participate with the organization when they’re not watching a game?  What’s your objective with fans that come to the website?  How are new fans exposed to you?  How do offline, online and event marketing strategy work together?

    Fan supported contests, especially ones that have real value because they bring the team spirit home (to a backyard BBQ for example), or to a tailgate party, create real viral engagement.  What if fans could submit photos of their favorite team spirit moment on an easy to use and addictive to play platform.  What if they were competing to win free tickets, and free team gear.  What if recognition were available to everyone that submitted ideas, like showcasing the best ranked photos on the megatron.  What if we captured 5,000 new fan photos every month, and fan’s emails to send them updates on voting and new promotions.  Would advertisers be interested in sponsoring a contest that captured that kind of data, and created one million votes per month or more?

    It’s going to be an exciting 2010.

    Business.com’s 2009 Business Social Media Benchmarking Study provides valuable insights into company social media initiatives designed to drive web site traffic, engage customers and build brands as well as how business people are using social media today as a business information resource (great for planning B2B social media initiatives).

    You can download this report from the Business.com web site.

    Crowd Sourcing and Engagement are probably the two biggest buzz terms in marketing today. My non-marketing friends know about interactive marketing; know that it’s here to stay, and know a handful of terms and buzz and then wonder what in the hell I do.

    Of course any interactive campaign has several goals:

    • Fan/customer engagement
    • Crowd-sourcing
    • Differentiating yourself from competitors
    • Drive time on site and impressions
    • Increase ad revenue
    • Email capture
    • Attract new customers or advertisers

    It’s possible to have several goals but it’s best to identify your primary objectives. Although it is possible to have both as objectives, one has to take precedence over the other or the campaign could be viewed as a failure. The two basic types of campaigns that our technology can be used for are crowd-sourcing efforts or customer/fan engagement. Engagement campaigns can be fun, safe ways for brands or media properties to interact with their fans while crowd-sourcing campaigns can be a great way to tap into the community for creative work.

    Here are the distinctions between crowd-sourcing campaigns and engagement campaign.

    Engagement

    • Low barrier to participation- Photo contests with very broad themes are the best way to guarantee high participation. Ihoops is an NCAA/NBA collaborative; their theme is simple—youth basketball.
    • Results are not as quantifiable- Around the office we use the term ‘fan engagement’ rather than ‘customer engagement’ because customers that are fans will champion your brand to passive customers. Tapatio Hot Sauce is a perfect example- The hot sauce is sold and served in restaurants across North America so it must have millions of passive customers but it has formed a quirky and massive following of 27,000 facebook fans who have demonstrated they are willing to share their love with their friends. This month’s contest is best “Tapatio costume contest.” There are a suprising number of Tapatio themed costumes out there—by hosting the contest Tapatio has given these fans a chance to share their enthusiasm.
    • Engagement campaigns can be sustained long-term- Themes can be loosely based, seasonal or change based on the community. Starting December, Sacramento Press will start a series of neighborhood photo contests. These have a very low barrier to entry, can be recycled easily and can easily attract local sponsors.

    Measures of Success for Engagement Campaigns: quantity of submissions, number of votes, and time on site

    BabyContest_adunit

    Crowd-sourcing

    • High barrier to participation- Anything other than drawings and doodles requires a certain level of expertise especially video editing and graphic design.
    • Must reach out to people outside of brand- The San Diego Science Festival asked us to help them host a contest for a new mascot. Initially submissions were below their expectations but the AOR began reaching out to design students and comic book artists and have dramatically improved the quality of submissions.
    • Requires worthwhile incentives- If you want someone to submit quality work you have to give them incentives. Simple enough right?
    • Difficult to maintain long-term campaign- Most of these campaigns are one-offs for new product design, logos or mascots. Plus the high barrier to entry and high-value prizes make long-term campaigns unattractive.

    Measures of Success for Crowd-sourcing Campaign: Quality of submissions- at least one usable design, hopefully several

    Contest Life Cycle

    This post was inspired by a post on Creativity Unbound by Edward Boches about a new agency that will specialize in crowd-sourcing campaigns. It will be interesting to see how Victor and Spoils will do. One of their biggest challenges will be maintaining enough clients when they’re only running short term campaigns. They should be able to negate this by; establishing a network of designers, solid relationships with AORs and reaching out to top-tier customers with multiple brands. Their business model is solid and they seem like a talented team. (Actually they seem like a team of evil lawyers but we’ll see their true colors once the new website is up- via crowd-sourcing of course!)

    

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