Marketing Autopsy Blog » Marketing

Brands, Social Media, Authentic Relationships and Ultimate Success

Cuong Huynh — Sat, 22 Aug 2009 19:13:08 +0000

JD Lasica recounted the Your Brand, Their World event at Razorfish on August 18 in San Francisco. The goal was to draw social media thought leaders and experts together to “discuss the ways in which social media is changing the relationship between customers and brands, and what it means to marketers, merchandisers, product developers, customer service organizations, R&D and senior management.”

Participants included Garrick Schmitt, GVP Experience Planning for Razorfish and an expert panel consisting of Megan O’Connor, Levi’s; Michael Brito, Intel; Marisa Gallagher, Razorfish; Sam Faillace, Shutterfly, and Jon Swartz, USA Today (moderator.) In addition, an engaging audience of social media and marketing specialists was present to share their views.

Here are some of ideas and highlights coming out of the panel and audience interaction.

An interesting tweeting strategy for business: the 80-20 rule. Michael Brito tweets 80 percent personal and 20 percent business, which is a great reference for both beginner and experienced tweeple. If you are not sure about what mix your messages should have, this is a good starting point.
Social media should not be the ultimate marketing tool but must be an important element in the marketing mix. Not all companies need a Faccebook or Twitter account. Ultimately, the key is to know what you want to achieve with social media and select the appropriate tools to meet your goals.
While return on investment (ROI) is not an easy thing to quantify from social media marketing activities, Marisa Gallagher mentioned one of the best metrics: sales. This is right on because regardless of your goals for a specific campaign (brand awareness, survey participation, opinion gathering, etc.) what really matters to all company is sales.
On Twitter followers, following and the value of realistic interaction, a great bottom line message seems to emerge. It’s this: “You can effectively interact with maybe a small finite number of people, but do not discount the benefit of having many more followers/friends. They may be lurkers and never interact with you, but they have their own networks, can like/don’t like what you say/offer, and will share their opinions about you with the world.”
Someone from the audience offered a clear, simple and easy to understand roundup of inbound vs. outbound marketing. “Outbound is the traditional form of interruption advertising (commercials on TV, a billboard interrupting your thought process), while inbound marketing is about people opting in or getting recommendations from friends.”
Here’s a little “Ah-ha!” moment on why a company decided to deploy (or not) social media: “The auto companies don’t have as much fear jumping into social media as some of the other incumbents because it’s do or die for them,” as commented by Gallagher. Sure, we all know the phrase: “Live everyday like it’s your last.” That’s how you make a difference.

There are a bunch more great takeaways from that meeting. Read more of JD Lasica’s post “Social media, brands and the way forward” over at socialmedia.biz.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Brands, Social Media, Authentic Relationships and Ultimate Success

Marketing and Customer Service Are Really One and the Same to Customers

Cuong Huynh — Tue, 23 Jun 2009 22:41:04 +0000

Most businesses sell some sort of products or provide services to other businesses or consumers. This selling or providing process relies heavily on the staff in marketing and customer service department of a company. Marketing can be seen mainly as a pre-sale responsibility, while customer service traditionally takes care of the customer after the sale. In actuality, and most importantly in the current social media environment, the line between marketing and customer service is becoming more and more fuzzy. In fact from the customer point of view, marketing and customer service of a company may be slowly becoming one and the same.

It’s the case of “marketing promises me this, but service gives (or not) me that.” It’s one of the classic examples of customer dissatisfaction, and in the social network environment, the news goes far and wide, at a very fast rate. What a business needs to realize are two things:

Customers are now talking, researching and sharing on the Internet, in general, and on social networking sites, in particular.
You need to be where your customers are and engage them, especially with those who make the most noise.

The best customer experience is achieved when customer desires and needs are fulfilled by your products or services (good marketing,) and their issues are resolved quickly and satisfactorily (good customer service.) If these do not give you strong reasons to get your business into the social networking arena, then I don’t know what will.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Marketing and Customer Service Are Really One and the Same to Customers

Give Customers What They Want: Easy Site Navigation

Cuong Huynh — Fri, 16 Jan 2009 02:44:45 +0000

Want to make a customer happy even before s/he becomes your customer? Make your website site navigation easy to navigate. It’s really low-cost marketing and even easier customer service.

A website’s navigation is important for several reasons. It helps visitors find information faster and more efficiently. It can also help search engines understand what you consider important on your site.

First make sure you get the basics down by making available a sitemap (a webpage on your site displaying the structure and a hierarchical listing of all important pages on your site, otherwise known as HTML sitemap) and a Sitemap (a file submitted to and utilized by major search engines to easily discover pages on your site, otherwise known as XML Sitemap.) Here are a few easy ways to ensure your navigation is user friendly:

Create site navigation that flows naturally from general content to specific content. This means giving the readers an overview of the subject matter before showing detailed information. Do this without forcing readers to make too much effort in finding what they want, including making them click through 4, 5 or more levels down from the top. I would recommend no more than 3 levels deep in your navigation.
Create site navigation that is not complex where all pages are linking to all other pages. If this is the case, then each page will be laden with navigation links, crowding out your real content. Practice selective linking by using keyword rich text links within your content to relevant pages when appropriate.
Create site navigation using mostly text instead of images. Search engines especially like text content, and this will aid them in going through your site to find them. You can do your site a real disservice if you only use drop-down menus, images or animation in your navigation.
Create site navigation with breadcrumbs links to help readers see exactly where they are on your site at any time, and to quickly go back up the navigation structure. A typical breadcrumb navigation (below) starts with a “Your Are Here:” or some other similarly user-friendly phrase, and is normally located just under your site’s navigation/header area, and above all main content.

Create site navigation that gracefully handles errors, incorrect urls, nonexistent pages, and the ‘page not found’ faux pas. One way is to ensure these problematic pages will be taken care of by a custom 404 page. Your custom 404 page then will kindly guide readers on what to do next, including offering a list of popular links on your site, a search box to find the content, or other suggestions. In any case avoid having just the “Not found” showing, or even worse, no 404 page, leaving your readers stranded. Here’s a link to nowhere on our site which will serve up our custom 404 page.

It’s all about making it easy for visitors to find what they want. It’s no different from providing easy way for customers to find products a brick-and-mortar store. They’ll love you for it. This is low-cost marketing and easy customer service.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Give Customers What They Want: Easy Site Navigation

Social Media: Who in Your Organization Should Own It?

Cuong Huynh — Sun, 11 Jan 2009 22:42:15 +0000

How does an organization implement social media? A better question: How do you implement social media with resources at your disposal or do you go outside for help? The answer lies in who owns social media in an organization.

Ownership of social media can cross several organizational lines, at the same time it may require specialization in new sets of skills and disciplines. The line of responsibility is fuzzy at best and confusing at worst. As Jason Baer writes over at the MarketingProfs in an article called “Who Wins the Struggle for Social Media Control?” there are four combatants who may rightfully claim social media ownership. Although the article looks at the struggle between outside agencies or specialists rather than that within a company, I think the struggle is just as valid for internal departments. The 4 combatants are, in Mr. Baer’s words:

Advertising. Because social media often requires making stuff, and can impact overall brand perception, advertising should be in charge of social media. The rising importance of video within social media also favors advertising types.
Digital. Because social media is (at least for now) an online construct, the Internet marketing agencies should be in the driver’s seat. Plus, social media has major SEO implications in some cases, and most SEO is still handled by digital specialists.
Public Relations. Because social media is ultimately about conversations, and is non-linear, public relations is best equipped to manage social media efforts. Especially so given the demise of traditional journalism, the importance of blogger relations, and the blurring of the lines between customer and reporter.
Client. Because social media is ideally an extension and manifestation of the brand’s operations and culture, and requires near-constant vigilance and engagement, the client is best able to oversee social media. Comcast is a good example of this philosophy.

In closing the article, Mr. Baer advocates that public relations should be the gatekeeper for social media, but admits that PR still has a long way to go. To me this is a valid conclusion, but I would go a few steps further to clarify the issues and offer more realistic solutions that enable successful corporate social media thrusts.

Social media itself can have variations in definition depending whom you talk to. As Wikipedia defines it,

Social media are primarily Internet- and mobile-based tools for sharing and discussing information among human beings. The term most often refers to activities that integrate technology, telecommunications and social interaction, and the construction of words, pictures, videos and audio. This interaction, and the manner in which information is presented, depends on the varied perspectives and “building” of shared meaning among communities, as people share their stories and experiences. Businesses also refer to social media as user-generated content (UGC) or consumer-generated media (CGM).

The key words to take away here are: sharing, discussing, communications, social, human beings, interaction, Internet and mobile-based, communities. Social media was clearly embraced by the public/consumer. Millions are already participating in “social media” activities as a way of life. All this while corporations are still trying to figure out how to get involved.

The answer is to keep it simple. From a corporation’s viewpoint, social media should really be part of marketing and PR, but the rules are really set by the consumers or the audiences. So you’ll need to get in the game, provide the resources to do so, and make sure you follow established rules of the game and not insist on pushing your own rules. If you’re talking about a specialty agency, then I think it’s still about marketing and PR, and the rules are still set by the consumers or the audiences. The only difference is what you want your agency to specialize in, in the same way that advertising agencies decide to specialize in print, radio, TV, Internet or a combination of these.

Either way, there is a final critical element to the answer of who owns social media in corporations: leadership. Corporate leaders must understand what social media is, what it’s for, why it can be a powerful tool, and how it can help. Alternatively, entrust it to and empower someone who understands it. This is important because only with informed knowledge comes informed decisions; deciding not to pursue social media because you don’t understand it is really an uninformed decision. Social media is already an important communication tool chosen by the consumers. Therefore it must be a part of corporate marketing and PR tools used to reach those consumers. There just is no other way.

There are still a few outstanding questions. Companies, by competitive nature, have been very aggressive in bringing messages to the consumers using whatever new communication tools to get an edge on the competition. And marketing and PR, by definition, are very creative groups of people. So why is social media, as a communication tool, not being looked at as another important tool for marketing and PR? Are we sleeping at the wheel, or what’s really holding us back? Is the social media concept so difficult to grasp that we’re still scared of it? Share your opinions and comments.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Social Media: Who in Your Organization Should Own It?

One Secret to Successful SEO, If You Don’t Do Anything Else

Cuong Huynh — Tue, 30 Dec 2008 08:30:38 +0000

Search Engine Optimization (SEO) is an important element of getting a website found by the Internet content reader. After all, without a reader to consume your content, there’s no reason for anyone or any organization to have a website, thus no reason for online marketing and SEO.

The reader, or consumer of content, normally uses some kind of search engine such as Google, Yahoo, MSN (or a whole host of others) to find the information s/he needs. But we as marketers must always keep one thing straight: SEO and search engine are only a mean to an end. SEO is not the end goal itself. It is the content that is the end that serves the readers. This is the reason why providing relevant, useful information for visitors to consume is a crucial step in the SEO process.

Think of it this way. Decisions you make and things you do to attract visitors to your site must be based first and foremost on what’s best for the visitors. If this is not the case, even if a visitor somehow finds your site, s/he can and will immediately leave if the content searched for does not exist. Good content attracts high traffic. Conversely, useless content repels visitors.

In summary, if you do nothing else but just concentrate on creating great and captivating content, you already have a winning SEO strategy in place.

So are you spending a good amount of time on developing great content as part of your SEO strategy?

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

One Secret to Successful SEO, If You Don’t Do Anything Else

Getting Used by Social Media Marketing?

Cuong Huynh — Sat, 20 Dec 2008 22:35:55 +0000

Back in August 2008, Peter Kim blogged about “How to set an ego trap” on his beingpeterkim.com site. He received lots of feedbacks from both regular readers and the “influentials”, as Guy Kawasaki calls them.

Mr. Kim wrote, “In a nutshell, social technologies use game mechanics to get users hooked on participation. People often get addicted to ego-stroking system feedback, until they can temper their usage (addiction?)” He gave a few examples to illustrate how well-known bloggers have used social networking for viral marketing and promotion, for both products and services. These can be read on his blog so I won’t repeat them here. For each example Mr. Kim observed some simple yet important characteristics. In one, he noted, “So why did it work? The offer was simple. It was personalized.” In other, “So why did it work? The offer was limited. It was relevant to the bloggers and their readers.” And in the third example, “Why did it work? Game mechanics – competition and a somewhat objective comparison scale…” Mr. Kim ended the blog with the some suggestions on how to set an effective “ego trap” with your own offer:

Keep it simple.
Make it scarce.
Personalize it.
Use numbers.
Appeal to the head…and the heart.

So now you may ask, “Ego trap or just human nature?” I would say probably both. It’s all about feeling good and important. We’re all humans, and many would agree that feeling good and important are two of human’s strongest straits – they’ve helped build empires and cause wars in our history. It’s all about self-importance. That’s why face-to-face networking works. That’s also why social networking works.

It’s no surprise we’ll use social media and networking to our benefits, and we’ll be glad to be used by the medium. So here’s a question: We’ve done face-to-face networking in older times. We’re now doing social networking in the Internet age. How do you suppose we’ll network next? Let your imagination flows.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Getting Used by Social Media Marketing?

Who Doesn’t Want Inbound Marketing?

Cuong Huynh — Wed, 03 Dec 2008 09:10:44 +0000

So HubSpot gave us another very easy to understand and easy to explain term: Inbound Marketing. It wraps everything about Web 2.0 into a neat little package. According to the article “Inbound Marketing & the Next Phase of Marketing on the Web“, the current recession is pushing the next wave of marketing on the Internet. And it’s a good thing. Evolution is good.

Marketers are seeing the value of Inbound Marketing. While we can’t totally do away with traditional marketing, or Outbound Marketing, marketers can certainly step up their Inbound Marketing with little to no additional costs. Considering these 3 key components that make a successful Inbound Marketing, one can see why it’s so powerful.

Content – Content is the substance of any Inbound Marketing campaign. It is the information or tool that attracts potential customers to your site or your business. Content is king.
Search Engine Optimization – SEO makes it easier for potential customers to find your content. It is the practice of building your site and inbound links to your site to maximize your ranking in search engines, where most of your customers begin their buying process.
Social Media – Social media amplifies the impact of your content. When your content is distributed across and discussed on networks of personal relationships, it becomes more authentic and nuanced, and is more likely to draw qualified customers to your site.

The beauty of it is anyone can successfully put them to use at very low costs. You don’t have a budget for this? Or your budget has just been scaled down? No worry, you can still run an effective marketing campaign. Here’s a graphic comparing Outbound and Inbound Marketing, courtesy of HubSpot. If you work up a marketing budget for each side of the table, it’s not hard to see the budget needed to do the left side is going to overwhelm the one on the right.

Print ads, TV ads, cold calling, trade shows, email blasts will continue to cost a bundle to do. On the other hand, blogs, eboks, viral videos, SEO, webinars and RSS are all very affordable to start or even expand in activities. To be fair, Inbound Marketing does require specialized knowledge and skills, and this is a good thing. It forces marketers to move with the time. It will weed out strong marketers from the weak ones. It’s the natural law of survival in the business jungle.

Pounding your message out to the customers? Not too effective anymore and too costly. Attracting customers coming to find you? Now everybody wins.

So consider these. Inbound Marketing costs much less than traditional marketing. It has better targeting with self-qualifying customers. And it is an investment with word-of-mouth and viral effectiveness.

If it’s not already in your marketing game plan, then you may as well make Inbound Marketing your new year’s business resolution. But don’t wait. Start today. Remember, you don’t need a budget to do this.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Who Doesn’t Want Inbound Marketing?

Executives May Just Be Getting It Wrong the Whole Time.

Cuong Huynh — Fri, 21 Nov 2008 22:21:29 +0000

This is from an older article at Forbes.com titled “Peter Drucker On Marketing” by Jack Trout. While it’s dated back in July 2006, good writings stand the test of time, and this one is no exception. Mr. Trout wrote that perhaps today’s executives are just getting it wrong in their priorities.

Peter Drucker observed:

“Because the purpose of business is to create a customer, the business enterprise has two–and only two–basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs. Marketing is the distinguishing, unique function of the business.”

Top management surveyed today probably name their priorities to include the likes of finance, sales, production, management, legal and people. Missing from the list, as Mr. Trout pointed out: marketing and innovation. He listed 4 important steps to help an executive find the proper direction. These are:

Make sense in the context. What does the market place perceive you and your competitors to represent? Do you know what the market wants? If you do, how do you differentiate yourself from the competitors?
Find the differentiating idea. Be different, be one of a kind, be not the same. And it does not have to be a differentness in just products. There are other areas of the business that can be used as your secret weapon.
Have the credentials. However you are different or claim you are different from the pack, you must prove it with credentials, demonstration, and logical argument. Customers are smart and knowledgeable. If you let them ask skeptical questions about your claim, then you have a faulty start and an uphill battle on your hand.
Communicate your difference. In the Internet, social media and social networking market environment, you can’t be too sure that customers will beat a path to your door. You have to work for it. Tell them what makes you different.

Marketing is definitely not everything. But it’s one very important thing. Management who understand that marketing is a high priority must-do item on their to do list will be way ahead of their competitors, in any market condition. They will enjoy rosier roads ahead of them. And much sooner too. Because marketing should be a way of doing business, and not a new company initiative.

Post from: Marketing Autopsy Blog
© 2009 Marketing Autopsy Blog.

Executives May Just Be Getting It Wrong the Whole Time.

Take Care of the I Don’t Knows

Cuong Huynh — Mon, 17 Nov 2008 18:10:48 +0000

Wise words from an ad copy described in the book Ogilvy On Advertising by David Ogilvy.

I don’t know who you are.
I don’t know your company.
I don’t know your company’s product.
I don’t know what your company stands for.
I don’t know your company’s customers.
I don’t know your company’s records.
I don’t know your company’s reputation.
Now – what was it you wanted to sell me?

Today’s customer is tough and knowledgeable. With the Internet as a tool, anyone can easily Google his/her way to a piece of information, an answer or a list of comparison. For this reason marketing and sales must work hand in hand to develop spot-on and effective strategies and messages for your products and services. From the customer’s or prospect’s point of view, there is only one entity: the company. Not the sales department, not the marketing department.

If marketing and sales just collaborate to develop message to address the I don’t knows, then we’ll be more than half way there.

Why Companies Should Not Get Into Social Media.

Cuong Huynh — Mon, 03 Nov 2008 08:50:41 +0000

It’s always scarier, and more difficult, for large companies to embrace social media than for smaller companies to do so. It’s been discussed widely around the web and blogosphere, and is a general consensus at least for now.

As time progresses, however, it’s refreshing to learn about larger companies actually making the effort. As Lee Odden posted on Online Marketing Blog in Oct 30, 2008, How Big Companies Use Social Media @ BlogWell, big guys like Dell, Walmart, Cisco, UPS and Home Depot are seeing values in social media, and are making a corporate effort to get involved. The Blogwell conference, organized by GasPedal, aimed to help large corporations navigate the minefields of social media marketing.

According the Blog Council, which is a community of senior executives in charge of social media at the largest corporations in the world, best practices for corporate social media participation include the following checklist:

Disclosure of Identity
Personal/Unofficial Blogging and Outreach
Blogger Relations
Compensation and Incentives
Agency and Contractor Disclosure
Creative Flexibility

Mr. Ogden blogs that “Disclosure and honesty are key”, which I think is right on. He further lists a number of characteristics that companies should take with them from the Blogwell experience:

Listen before you act.
Get to know your audience well.
Make sure you know the rules of engagement before you start interacting.
Then, when you do speak, be candid and transparent.
Disclose, disclose, disclose.
Make sure your legal department is on board with all your innovations.
But most importantly be human, and be receptive to the changes.

These all provide a solid foundation for companies to base their social media marketing efforts on. The single common thread that exists through all these and other guidelines, and will continue to come up time and again, is that corporations need to realize that in social media networking/marketing, there isn’t a corporate voice any more. There are only individual voices now. One can see why corporations are hesitant to jump in.

Traditionally, companies employ a rep/spokesperson/PR person to interface directly with the outside world. These individuals are charged with relaying to the public a consistent message and image about the company and from the company, and their activities are always coordinated with internal functions. From a company’s standpoint, it is important that this is done. Whether publicly or privately held, they have to approach this in a responsible way. There’s too much at stake, too much to lose.

One does not expect corporations to change their ways on a dime. In fact I think, in order to get started with social media marketing, companies should work within their means, but they must make a decision to move forward with it. In addition to the list above, I would add the following important elements to ensure a successful corporate social media marketing effort.

Social media marketing should be treated as any other new marketing campaign. It’s not reasonable to assume that social media marketing will replace all other marketing activities, therefore it has to live along side of them, along side the other marketing campaigns. By treating it as a campaign, the marketing team has to define its goals, budget, resources, time frame, etc. just like any other campaign. This way, there will be a much better chance for it to be approved, and it will stands on its own merits as a solid marketing effort, not as a fad that executives should be wary about.
Expected costs for the social media campaign should be realistically estimated. One may expect that social media activities only require time from someone on the team to post blogs, read and respond to other blogs, build online presence on different sites, etc. However, in a corporate environment, the marketing team should also budget for education time and team knowledge development, time to educate and coordinated with other decision makers on this thing called social media, and ongoing communication with them on the general direction, strategy and status of the social media marketing effort.
A clear corporate communications policy must be created for social media. Even though social media marketing is on an individual level, corporation communications must be aware of who within the company is saying what and on what subject. The goal here is not to control, restrict or influence (unless there are good business reasons to do so), but to be aware, coordinate and support. I’m sure the general counsel will have his/her own views about this as well. The key here is to recognize that social media marketing needs to be understood by the entire corporate team so that a strong internal policy can be written to allow marketing to get on with it. Then make sure all employees are aware of this policy. Social media marketing will force a company to update its corporate culture.

I believe, without at least doing the above, companies, big or small, will set themselves up for failure.

Here are some questions for you:

Do you agree that social media marketing should be understood by and coordinated with other decision makers in a corporation, and it’s not merely a marketing department endeavor?
What do you think the real costs are for a corporation to start an effective social media marketing campaign? What are the main considerations?
I’m still not sure that, as a blanket statement, smaller companies can start social media marketing much easier, faster and more effectively than larger companies. Is this just a myth?

Marketing Autopsy Blog » Marketing

Brands, Social Media, Authentic Relationships and Ultimate Success

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