I was contemplating whether or not to blog about why I’m on Twitter and how I use it. My first Tweet was February 23, 2008. For some unremebered reason I put it on my iCalendar that day with a perpetual repeat. The internal food fight of whether I should give it life here went on in my brain for days. Guess which side won? Just couldn’t help myself.
Twitter is now a public company that requires it to adopt a solid business mindset. Quarterly earnings calls, more scrutiny and less tolerance for missteps. The platform continues to evolve as do the people who use it regularly. I’ve been pretty strict about who I follow and I am unfollowing more than ever.
Some still miss the basics after all these years and numerous resources to help do it well. Some of the duh’s are; no profile description, no photo, no location, and on and on. I have begun to use a new measure for who to follow. Their photos and videos. These are the visuals of their feed. I find the selection of what images people share reveals perhaps even more of who they are. If the images are lame, I think twice. If I’m on the following fence after reading a sampling of their Tweets, a compelling image footprint can nudge me to click the follow button. Is it varied? Humorous? Interesting? Numerous? The eye matters as much as the hand.
Today I see less spam on the service and have grown new friends. I’m noticing a cycling of connections. There’s a group of people one engages with for a period of time, then they fall out of the river of characters. You check back and find they’ve unfollowed you. I don’t’ take it personal. Chalk it up to the natural flow of life.
The parody accounts are becoming more interesting. There’s a whole cast of Mad Men accounts that are hilarious to engage with. They take it seriously. I haven’t gotten into following celebrity or sports figures. Most of the people I’m interested in wouldn’t follow back or engage. Many may have their PR teams reply.
I have engaged in dialog with Tom Peters, the business genius who wrote “In Search of Excellence” and invented the term MBWA, Managing by Wandering Around. I’ve heard him speak and have learned so much from him about many things. He followed me back years ago and we connected from time to time. In one exchange he gave me real mentoring advice and challenged me to get better. That would have never occurred without Twitter. Mr. Peters continues to follow me.
I’m keen on film. Have you noticed? I became hooked in the 1970’s and ’80’s, which were the best decades for movies during my lifetime. One of the producers I admired was Robert Evans. He was the real Hollywood in my book. He ran Paramount Pictures and turned it into a profit machine for the then parent company Gulf+Western. During his tenure the studio turned out an impressive list of pictures including; Barefoot in the Park, The Odd Couple, Rosemary’s Baby, The Italian Job, True Grit, Love Story, Harold and Maude, The Godfather, The Godfather Part II, Serpico, Save the Tiger, The Conversation and The Great Gatsby.
I responded to a random Tweet from someone that had attached a photo of Mr. Evans in his prime, sitting by the pool reading a stack of scripts. My response to that Tweet was followed up a few days later by a follow from Mr. Evans. He followed me! Another Twitter moment. Having that brush with history was a thrill. As of the writing of this post Mr. Evans continues to follow me.
The longer one is on Twitter and maintains connections, the more of a view one gets into life’s passages. People get fired, start businesses, become ill, get married, grow older. You name it they express it on Twitter in 140 characters. I love the spontaneity. One’s true self comes front and center when they commit to Twitter.
I don’t spend much time thinking about how long I’ll stay engaged on Twitter. I’ll know when it’s time to fade away.
The Department of if You Care: Previous blog posts on my Twitter adventure: 2013, 2011, 2008.
Updated April 5, 2013. Some content previously published.
I’ve been using Twitter for five years. It’s amazing to see how much Twitter has changed over that time. Actually it’s only over the last 24 months or so that they have made significant leaps, with the first years serving as setting the foundation. Twitter is about interests and has content from individuals (mostly), but brands are beginning to use it effectively as well. There are about 450 million Tweets per day with over half of the members active on mobile devices. It’s worldwide and has played an important part in furthering the Arab spring. Can you imagine how the Civil Rights movement in the U.S. would have benefited if we had Twitter back in the ’60’s?
Twitter.com has undergone a redesign and is better, but it still falls short for me. I mostly use Osfoora on my iPad. It’s fast, easy to use and enjoyable. I’m not a Tweet Deck fan. On the iPhone I use the official Twitter app.
Here’s my Twitter take
(note some of this content has been repurposed from earlier posts about Twitter)
Serves as a window into what’s going on in someone’s mind. These can run the emotional gambit from joy, disappointment and challenge, to triumph or simply stating a pet peeve. You are there with them as they experience it.
Allows you to visualize what someone is doing at that moment, and one step further, what’s most meaningful to them about that moment. For instance, when someone Tweets that they are in a familiar restaurant enjoying a fine red wine and chatting with their spouse. It’s a rich picture that comes alive, especially when you know the couple and the restaurant.
Can become the catalyst for later conversations. What were you guys talking about over dinner? What did you have? The wine? Etc.
Provides the cadence of someone’s daily life. If they Tweet with regularity it’s a GPS of their thoughts as they navigate their day. They are turning left… right… now on a long straight track. You can sometimes watch them go off road.
Is a rich digital network. In my unscientific study I have observed that Tweeple are generally early technology adopters, tend to be influencers, have fascinating jobs at leading companies and brands and generally love what they do. Of course some are just bored, which is to be expected with a media service with over 3 million channels. Surf past the noise.
Keeps you in the know. Twitterers are constantly scanning the Internet for interesting and insightful ideas; including breaking news. Their Tweets are littered with tiny urls that lead you to a treasure trove of information and value hidden in the cloud. Great for impressing your friends and neighbors.
Accelerates your knowledge. Tweets flow freely from user to user within the ever-growing social graph. Re-Tweeting, forwarding someone else’s Tweet, acts as an afterburner, further propelling that knowledge. A convergence of channels.
Gets right to the point. After all you have to with only 140 characters. Short, sharp observations. Haven’t seen much Haiku though.
Is entertaining. Some people broadcast on comedy central.
This is how I use Twitter
Share my knowledge and experience I’ve collected over the years. I love solving problems and helping people solve problems. If I can give them a nugget or spark that advances their lives I’m thrilled. No great thought exists in a vacuum. If it’s a good idea then several people have it as well. If it’s a revolutionary idea then hundreds probably have it. It’s the universe’s way of improving the odds that great things reach the real world. Doing the work is much harder than having the idea, so share freely. when you share you get it back in large degrees.
Learn from others much smarter than me. Of course not all smart people are on Twitter, and Twitter does not have only smart people. But it’s full of ideas and insights.
Expand my network. All successful people are well connected. Who you know is critical. The smarter your connections the more power you have.
On May 1, 2011, it was announced that Osama bin Laden was killed by a team of Navy Seals in a compound inside Pakistan. The conversation on Twitter exploded.
I took a look at my Twitter bookmarks folder saved on my Safari browser today. Early on, when I earned of a new tool that leveraged Twitter feeds and users, I would check them out and if I found it useful I’d bookmark it. I have 56 bookmarks in that folder today. These days I hardly ever go back to this folder and pull one of them up. They might have been amusing at the time, but it’s only all about the content in the stream.
Time Investment
During those five years I have Tweeted 20,996 times. It takes me about 13 seconds to craft a Tweet, so here’s how it stacks up.
13 seconds x 20,996 Tweets = 272,948 seconds = 4,549 minutes = 75.8 hours = 3.1 days
Doesn’t seem too bad spread over 5 years. That’s the publishing part. Now for the incoming. I spend roughly 25 minutes per day reading (more like scanning) the river of Tweets. I do it on an array of devices; desktop computer, iPhone, iPad, and occasionally my TV screen, but that’s pretty much a pain in the butt, so I don’t do it often. My scan time is spread throughout the day at breakfast to mid-day, and late afternoon, with a break in the early evening so I can spend time with my son. Then comes my favorite time. Twitter After Dark. The night owls are out and many of them are under the influence. I make no judgements. It’s more fun and interesting, but not as professionally insightful. Out of 365 days a year, I’ll say that I check it 95% of the time, so that’s 347 days.
347 days x 5 years = 1,536 days x 25 minutes per day = 43,375 minutes = 722 hours = 30 days
Now to be fair, I’m scanning Twitter while doing something else, like surfing the web, participating in a webinar, attending a boring meeting, waiting in various lines and of course the all time favorite, driving (just kidding on that last one). So it’s not like I’m setting aside dedicated time for Twitter When I adjust for multi-tasking it comes out to.
30 days absorbing Tweets – 50% multi-task benefit = 15 days
Total days on Twitter over the past 5 years = 18.1
Eighteen point one days of my life over the past 1,825, is .9% of my time. Sleeping has taken up 365 days of my life over the same span of time, which works out to 33% of my life! Note to self. Next killer app wil enable me to Tweet while sleeping. Warren Zevon was definitely on to something.
I’ve made some good friends thanks to Twitter and it’s fascinating to observe how those relationships have progressed. Some of them move from Twitter to the off line world. Conferences, business meetings, even just passing through Chicago to pause for a drink or dinner. Others become Facebook friends and we have never met in person. I’m happy to say that I’ve blocked only one person in the four years. Not a bad record.
Austin welcomed the 20th SXSW Interactive event. That’s right twenty years. Despite the fact that digital moves at the speed of light, it has a way of creeping up on us. We’ve become so comfortable with it permeating nearly every corner of our lives we hardly notice when it does.
And so there I was in the midst of digital humanity. It’s kind of like being in a tsunami of content. Tens of thousands of smart (and quite polite) people from all over the world in one place sharing ideas, collaborating and connecting.
The question most asked of me was, “Why did you come here and what do you hope to get back for this large time commitment?” I found myself giving a different answer each time I was asked. Or maybe just identifying another layer of the onion which shaped my personal narrative of benefits. Here’s why I attend SXSW.
Quality session content presented by knowledgable and experienced professionals
Opportunity to see what’s coming next in the expansive exhibit hall
Hear directly from politicians, business leaders, entrepreneurs, inventors, icons and media mavens
Meet new potential vendors, agencies, partners and customers
Conduct business in the context of an innovative atmosphere
Reconnect with people from the past and meet your social friends IRL
Make cool new friends and followers
Network for future opportunities
Come back completely exhausted and fully energized
It’s hard to say exactly who should attend SXSW from your company. It’s not obvious what you are going to get out of it. One has to really spend some time thinking about what you’re seeing and experiencing. It has to be carefully observed, listened to and processed. Only then does your own personal narrative will emerge. My advice is send people who thrive in a crowded environment, are gifted observers, good note takers and have stamina to remain focused on about four hours of sleep a night.
There are hundreds of sessions so one must spend a good chunk of time preparing. Reading the titles gives you a window into what people deem important. The words “story or storytelling” appeared in 112 session titles! Why? My opinion is that we have been inventing, innovating, disrupting and layering so fast that we now need time to step back, take a breath and see if we can recognize what we have made. What does it mean? What do we see? Where do we go next?
Sometimes you can tell what’s going on by noticing what people are not talking about. This year there was a lot less hype around mobile, aside from the mobile focused sessions. The cry of “mobile first” has done its job. Message received. We have apps and mobile web and responsive design. Mobile is an “extension” of almost everything now, Our smartphones are a swiss army knife and that’s the problem. They are maddeningly distracting. Show-rooming gets a lot of notice, but shopping is a flow that is best not interrupted or you have an abandoned cart. We begin to shop and then there’s the call of Twitter or Facebook or Text that takes us off track. Solving this problem is what’s next for mobile. Delivery of relevant content that can garner the same interest as a text from a friend would be awesome. So much of what people are doing now on mobile are either payments or offers related. Of course we love Angry Birds, but it’s time now for mobile to get down to business.
The white space left by the volume on mobile being turned down this year has been filled with stories. I noticed a more than usual amount of personal life content in many of the sessions. They delved into their past, even their childhood, to paint a personal narrative of what motivated them and what fuels their passion.
Here are my notes from the first day, Friday, March 8, 2013
Opening Remarks – Bre Pettis
Bre Pettis is co-founder of MakerBot, a 3-D printer manufacturer. He told his story showing photos of himself as an 8 year old interested in taking things apart and putting them back together. The narrative progressed to the early days of MakerBot and how the team worked almost around the clock to realize their dream. He is deeply passionate about building this printer to help people create and build.
Maker Bot opens the world of creation the way Dreamweaver opened the way to making web sites. — Bre Pettis
He launched thingverse.com in 2008, a web site that has thousands of templates and examples of things you can make with a MakerBot. Their biggest customer is NASA, who uses it to build prototypes, saving them hundreds of thousands of dollars on each project. One of the best stories he shared was a about a the collaboration between two gentlemen who are using the MakerBot to build prototype hands for that will eventually become prosthetics for children who were born with no hands or fingers. He introduced a new product called The Digitizer. A small contraption that uses lasers to scan in an object and upload it directly to the MakerBot, eliminating the need to know CAD software to create the template. They have a store in New York where you can visit and have a likeness of yourself printed for free. Mr. Pettis was humble and inspiring. I want a MakerBot.
Tales of US Entrepreneurship Beyond Silicon Valley – Alexis Ohanian
The Internet wants, needs to be kept as open as possible. As it has grown in influence and usage it was only a matter of time before politics and legislation would leave its mark. Alexis Ohanian, co-founder of Reddit and Internet activist talked about the growing number of entrepreneurs outside Silicon Valley. Small towns using the Internet to start businesses and people connecting online then moving to the physical world to manifest their ideas. He chartered an across the country bus trip and documented these travels in a film. Proof that the Internet of things is the Internet of things. Mr. Ohanian is concerned about the encroachment of regulation on digital assets. He feels that your digital footprint should be protected with the same vigor as all other personal content. Through due process, court orders an search warrants. Not a broad shut down policy or request to get at the information.
Technology, Imagination and Exponential Thinking – Jason Silva
Jason Silva is a futurist, filmmaker and epiphany addict. That’s how he describes himself. I would not disagree, but would add that he is also a 5 hour energy drink. He did not hold still for even a millisecond onstage. You got the feeling that he is a perpetual steeping pot ready to go off any second. His talk spanned just about everything related to the web, human nature, physics, the future. You name it and he talked about it. He was the perfect end of day speaker, raising the energy bar and sending everyone off on a high. I won’t even try to describe what he does. The only way to understand is to watch.
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Me with Jason Silva
So many of the speakers are approachable and happy to talk along the way. I ran into Jason the following day in one of the lounges and he took the time to connect and engage. Not promote himself, but talk and ask me what I thought. This kind of interaction opportunity is rare. Another benefit of SXSW.
There you have my snapshot of day one! More to come.
I have been thinking lately about how customers form their perceptions of brands and what we can do about influencing those memories. Brands and products can easily become look alike commodities, which makes gaining mind and wallet share more difficult. Brands want to be distinctive, stand out among the crowd and be noticed by consumers. The rise of social media has, in my opinion, provided more insight into consumer’s perceptions as well as opportunities to use listening tools and pay attention to one’s own social networks for a rich data set of clues. If done correctly, a brand can address issues and show gratitude to customers and create connective memories to that experience and ultimately the brand.
In my direct experience customers either start their conversation with a company using social media or turn to it as a last resort. Regardless, brands need to be watching these spaces closely and jumping in as soon as possible. It goes without saying that when I say jumping in I mean with trained professionals.
There’s a fascinating behavior economics principle called the peak-end rule. It was first suggested by Daniel Kahneman, Nobel Prize winner for Economic Sciences in 2002.
According to the peek-end rule we judge our experiences almost entirely on how they were at their peak (pleasant or unpleasant) and how they ended. Other information is not lost, but it is not used.
It could be fair to say that consumers who post on social media streams are at a peak with a brand. Skilled companies who engage these customers quickly, acknowledge their emotions and work to solve the problem will deliver an end that can leave the customer with a better perception. Ending on a high note means you have won half the battle.
Social media is potentially a new customer experience tool that can be employed to improve interactions on both sides and perhaps nudge the perceptions customers have of a brand. If your customer truly is at a peak, then we should do everything we can to end the event on a high note – if it has been unpleasant – or propel a good experience even further up the scale. Social, has the power to leverage immediacy, intimacy and interaction into a powerful generator of memories.
Today we lost an hour from our clock as daylight savings time made its return. That seems appropriate. Here in Chicago we vaulted from fall right into spring, bypassing the mess of winter we are usually required to endure. It’s the universe’s way of trying to keep up with the manic pace of convergence here on earth. Expect this to continue. It’s not climate change, it’s universe change. Things are expanding and speeding up and no you can’t stop it.
We used to say, “I”m going to go on the computer.” We would step down to the basement or enter our study and approach a massive control center. Something resembling a large television occupied much of the our desk space. The PC was called a “tower.” If you were brave enough to look behind that tower you would see a tangle of dozens of umbilical cords criss-crossing their way to various devices. All of it encased in a deep layer of protective dust. Everything was stationery. You had to make a pilgrimage to the altar of technology to experience a computer.
We no longer go on the computer. The computer is “on us”. It encases us. Surrounds us in a halo of spectrum. No cords, no large workspace footprint for a non-interlace monitor needed. One can easily lose a computer today. There is no friction between our curiosity and the all knowing internet. Think about that for a moment.
In her latest book Alone Together, Why we Expect more from Technology and Less from Each Other, Sherry Turkel writes.
Now we know that once computers connected us to each other, once we became tethered to the network, we really didn’t need to keep computers busy. They keep us busy. It is as though we have become their killer ap.
Indeed computers may be sorry they became so powerful. We are constantly clicking, tapping, pinching and swiping them to find out what they have been curating since the last check in. If they are slow we curse. There will be no rest for them, ever again.
This has major implications for marketers who now need to be digital domain experts and social mavens in order to gain value for their campaigns and results. We will need to bring in mobile, social and the web. This means the corporate site of course, but it extends well beyond a web site into society at large. It will require mastery of time and space and behavior. Something very different that we have had to do in the past. Tell them (yourself) to get going and fast. Before we lose another hour. Oh and by the way, Web 2.0 is irrelevant.
From about 1995 to 2003 the departments inside firms who were responsible for establishing and maintaining the enterprise online presence had to do most everything themselves. Jack of all trades if you will. IT of course helped, and eventually agency partners were hired, but for the most part it was a one area show. Those teams had to create content, design functionality, manage the email program, tag the assets, track, report, analyze, even market the sites to customers and prospects. I get exhausted just thinking about those years.
Over time it simply got too big for one team to do it all on their own. And so, tasks were transferred to other areas and assimilated into their everyday work. In most cases those other departments didn’t have digital experience or training, but they did the best they could with what they knew. Now as we are well into the 2010’s, specialists have emerged all over the enterprise and digital is being nicely integrated in many areas. Although we still have more ground to cover, there is progress and more importantly, momentum.
Social Media today is exactly where the web was in the late 1990’s. One team took the initiative to start, learn, stumble and love doing it. Others mostly sat outside the action, despite being intrigued and in wonder at what it may be ale to do for their business.
Learn from the past. Apply it today in social.
It is important to educate as many people as possible across the organization about social. I mean really educate. Not just recite the words Facebook and Twitter. Enlist their talent for creativity and business savvy and get them excited to experiment and learn. Do it now. Things are moving much faster in social than the web moved in the last decade. You won’t have nearly as much time this time around. The sooner you can accomplish this the better it will be for you, your team, your business and most importantly your customers.
Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but that doesn’t capture what’s happening today. Now it’s mobile, social, video and audio. Consumers adopt new technologies quickly. Certainly not everyone is on the cutting edge, but the numbers of people grow with each new cycle. They are the ones that demand firms adopt these new channels and they can no longer be ignored.
I was a speaker at the event and my topic was How to Turn Social Chaos into Valuable Brand Engagement. I shared my experiences, successes, and challenges of using Social Media to reach, engage and service customers. We operate using a very simple framework for social. Don’t over complicate it. Align it to your current business objectives, translate the tribal language into something more familiar, and prove it’s value.
I was impressed with the speaker lineup that included executives from FedEx, Time Warner Cable, General Motors, Disney, GoDaddy, ConAgra and others. I gleaned a number of takeaways:
Corporations are all working hard on how to improve the customer experience
Social Media and Mobile are moving much faster than corporate America
New customer care technologies will need to be considered and installed if firms wish to keep up with customers
There is no silver bullet; time to focus on weapons not ammunition
Everything you know is transferrable, but it will need to be re-interpreted
Data is still overwhelming insights
New silos have emerged (Great, more silos)
People are beginning to get it, proving value and taking steps
The call center of tomorrow will look very, very different (Think internal targeting, fewer phones, more direct contact with consumers on the web)
Consumers are gaining more and more power (That’s fine, just be gentle guys)
Embrace change, or risk being irrelevant some time soon
Call center managers are starting to shift their thinking from controlling cost to creating value
It’s very, very difficult to move away from “average handle time” (AHT) for hard core call center types
One of the most frequently asked questions for Disney is, “When time does the 3:00 parade start?”
What i’m seeing is the way we service customers is rapidly changing. Consumers operate in real time while firms operate in batch. There is a serious need for a centralized customer database that’s agile and can be easily shared by any of the marketing and service channels/departments that exist inside as well as outside a company.
Partnering is becoming even more important. If your company has an “It’s built better here” mentality, you are already falling dangerously behind. No one firm can keep up with what’s going on out there. Truth be told, they never could, but the pace of change was slow enough in the past to not be too damaging. Today that pace can cause fatalities.
The call center will evolve into a contact command center. More consumers will self-service through progressively easier to use interfaces and devices. Agents that answer the phone today will be transformed into agents that use their web browser to connect with consumers. Information will be pushed to their desktops by sophisticated listening devices constantly spidering the ether for immediate response. Proactive not reactive. Pre-service, like pre-crime from Minority Report. The agents of tomorrow will be more aligned with the business and more empowered than ever. This in turn will empower consumers and leave us all more time to focus on what’s really important.
The networking was the most valuable aspect of the event for me. I met some outstanding professionals and had some great conversations that I hope will continue. View some of the event videos here.
There’s no denying that Facebook is becoming a major channel for brands on the planet. I spend quite a bit of time there and likely you do as well. Brands are investing significant amounts of thought, human capital and money in hopes of garnering customer engagement and eventually revenue. But Facebook doesn’t make it easy.
We create content around the Facebook page design and try to understand how their technology works. We sift through the countless companies who claim to know how things work on Facebook, and just when you think things are getting there, Facebook makes a major change to the design, or code, or interface and suddenly much of what you have made is now broken, or will no longer be useful to you. It’s frustrating, and should cause all brands to take a step back and re-evaluate the role external social networks should play in their company strategy.
Facebook is great at helping us understand their ad platforms and targeting, but don’t seem to be as focused on trying to understand where pain points are for brands who place their intellectual property on Faceboook. Or, in providing ample notice when major changes are about to occur. It would be wonderful to have a technology roadmap, or at the very least an outline of what might be coming. This would help brands plan their investments. It’s hard to argue that with Facebook’s size and large head start that they need to keep everything close to the vest.
Research done by Forrester, indicates that consumers trust the information they find at a company web site (30%) at higher rates than email, TV ads and direct mail. Company blogs (12%), online banner ads (9%) and mobile ads (6%) are at the bottom of the trust list. This means that your earned media, in particular your web site, is where most of your resources should be placed. Brands control the content, design and the technology of their own internet properties, making planning and tracking much easier than in the paid and earned media spaces.
Facebook offers significant access to consumers as well as a platform that is truly social, and this means you can’t leave them out of your social framework. How much you include them and in what way depends somewhat on your brand and how valuable consumers find your web site. The more your customers visit your site, the lighter your integration efforts in the social networks should be. If you have trouble getting people to your site, then Facebook might be a richer platform for you.
Other considerations are who owns the data and how much can you track or attribute back to the networks you work in. By all means I think Facebook is valuable for brands, but like anything, the value will evolve over time. The majority of your investment should be on your own web site.
This was my first eMetrics Summit, and I must say I was quite impressed all around. I was asked to present and sit on a panel about social media metrics and so I arranged my schedule to specifically attend that Monday session. Fly in late Sunday and back out early Tuesday. I soon discovered that was a mistake as I would miss two more days of great content, speakers and networking opportunities. Lesson learned.
If you are a metrics enthusiast, and who isn’t, this is the place to be. They cover technology, strategy, practice and case studies. Everyone there is focused on one thing; doing metrics better. It’s a never ending topic of debate. How much data is too much? How do you divine insights from the data? What is important vs. noise? How can it be made more actionable? I picked up some nuggets of knowledge and met some very interesting professionals who are solving real world business problems with the data they uncover.
The opening keynote was given by Jim Sterne, Founder of the eMetrics Summit 10 years ago. He reminded us to not be so seduced by the puzzle of the data that we forget to tell the story we find inside that puzzle. He said, “Data=Calculation while Story=Empathy.” Most C level execs and everyday business partners want to hear a story. Granted they prefer non-fiction to fiction, but everyone loves a good story. Tell one. Mr. Sterne kept bringing his message back to how one would use it on the job. Extremely practical. Another presentation I caught in it’s entirety was given by Larry Freed, President and CEO of Foresee Results. He spoke nonstop for 30 minutes about consumers, channels and information. His key takeaways:
Consumers are multi-channel and your metrics need to be multi-channel
Success should be looked at through the eyes of the Consumer
Often metrics are misunderstood, misinterpreted and misleading
Satisfaction drives loyalty, retention and word of mouth, which drive financial success
You cannot manage what you do not measure
I sent emails out to my analytics partners back at the home office during the summit to encourage them to put the next summit on their calendars.
My session was entitled Social Media Metrics Management. Myself, John Lovett of Web Analytics Demystified and Scott Calise of MTV Networks each presented about 10 minutes on varying perspectives of how we approach social media metrics. The moderator Michele Honojosa got the audience engaged with questions. The questions were great and some very tough to answer, making us think hard. As I went back through the Tweets of the session afterwards I found that it was a grateful but tough crowd. Some comments and questions were still rolling in and I was responding to them via Twitter the next day. Whenever I do these things I am always amazed at how we all struggle with the same things, but each one of has solved a different problem better than the rest of us. Some problems never go away while new ones pop-up all the time. The panel compared notes closely, picked-up tips and learned more best practices. My brief talk focused on building stakeholder alignment around social media in the organization.
Despite all those approving words, I still came away empty handed on my quest to find the perfect web analytics tool. That would be a tool that could capture granular data for the geeks, but also had a web site form factor display with the data masquerading as the user. It would be a tool for the analysts, web designers, information architects and business partners looking to solve a problem. It would be fast, near time, have a user-friendly interface and didn’t require world of site tags to enable it. If you come across that, let me know.
Today we honor Martin Luther King, Jr. He was a man who obviously thought long and hard about important things and how to change them so more people could have equal opportunity to pursue their dreams. Dr. King knew his actions were putting him in danger, but he calculated that risk and determined pursuit of this particular cause warranted such action. Thought alone is never enough. Action without thought will not reliably yield desirable results. Pairing thought and action is what moves mountains.
Many firms have set aside Dr. King’s birthday as an official company holiday. I’m proud to say my company falls in that category. As I awoke this morning I casually checked my Twitter stream; nothing unusual about that. But today it seemed to be positively on fire. Maybe it was just me, but it seemed the volume was higher than normal and the quality and deepness of the created and linked-to content was on an elevated level.
I began to wonder about that. Perhaps it was the day itself. MLK day sneaks up on you. Just two weeks after the long holiday break, we get a surprise day off. We have fewer professional responsibilities. And it’s a Monday at that! Much better than a Friday. There is no family gathering expectation, so no spending time prepping, cooking, entertaining or refereeing family conversations. Instead we can relax and reflect. It’s truly a bonus day. Thank you Dr. King for giving us this gift. Perhaps it was the significance of this day that triggered more in depth speculation over what I would have normally seen everyday.
Which brings me back to my theme today. Think; absolutely. Take Action; required. Things will then begin to move.
I purposely left out speech. It could just as easily have been think, speak, then act. The voice is definitely powerful, but one can speak without much thought. Yes, Dr. King moved us to tears many times with his oratory gifts. But as he once said,
A superior man is modest in his speech, but exceeds in his actions.
Here’s one of my favorite Tweets of the day and it has nothing to do with business or social media or frameworks, roadmaps, predictions about the next iPad or anything else that is of marginal value when measured against the backdrop of Dr. King’s accomplishments. Instead, someone thought, took action, then Tweeted. Something is going to happen.
As the calendar has turned to 2011, we have been inundated with an endless barrage of Social Media predictions compiled by experts and dabblers alike. Some of what I have read are excellent and well informed perspectives backed by data and research, while others appear to be, well, nil-informed. As Yogi Berra once said, “Prediction is very hard, especially about the future.” No predictions here, just some observations about Social Media based on 3 years of experience working inside a large firm.
There is No Playbook
This medium or channel, or whatever you wish to call it, is way too new to have a reliable playbook. What works for some brands will not work for others. I would go so far as to say that Social Media does not have any common marketing ground. Direct mail and basic advertising principles are largely transferrable across brands and verticals even though retail is very different from financial services which is different from manufacturing. Social lacks such helpful fundamental truths.
Outcomes are Slippery
Save one or two examples (Dell Computer coupon codes on Twitter comes to mind), there is low confidence that a marketer could reliably forecast results from activity in the social sphere. Your CMO wants to know what she/he can book if your Social Media team is given $500,000. The CMO isn’t getting good answers to that challenge.
Mobile Adds Complexity
Social and mobile are matching luggage. They just naturally go together. A very different beast from the early web days of the late 1990’s. Back then the channel was confined to the desktop computer, a narrow pipe and a basic interface. We were able to make progress with a measured development roadmap. But with today’s always on, high speed connections and smart phones, there’s so many more variables to consider. Location, screen size, gestures, cameras, text messages, etc.
You Will Always be Outnumbered
One of the things that raises the possibility that there may never be a Social Media playbook is the injection of the consumer into the mix at every turn. They chime in when you least expect it and on topics that are completely unpredictable. When they called you had a private conversation. Today it takes place in public. Consumers sometimes comment because they just don’t understand, or have unrealistic expectations, or forget (don’t care) that we run a business and need to make a profit, or are just plain angry over something. We need to respect the fact that employees in a firm will always be outnumbered by consumers. People will just keep coming at you.
Fail Fast and Often
We can’t take our own sweet time. Social years will make online years look like we were standing still. Remember 2000 when we joked about “Online Years?” One year online was equal to five years off line. If you thought that ratio spun your head, try “Social Years” where one month might equal five Online Years! Social Media is not about what we’ve been doing all along. It’s about what we’ve never done before. We will need to learn faster than any previous time. It’s not just a new language, it’s an entirely new world and the wheel has yet to be invented.
My best advice. Do lots of things and count on failure. In fact welcome failure so you can rule things out. The list will grow quickly, but so will your knowledge. Make Social Media everybody’s business in your firm and eventually you’ll develop an edge over the competition and who knows. You may be able to walk into the CMO’s office and say. Give me this and I’ll give you that.
What’s your soul worth? Bart Simpson sold his to Milhouse for $5.00. I would say he may have left some money on the table. Not to worry, this post is not about any particular spiritual compass, but it is the longest post I’ve ever written, 1,486 words.
Let’s say that a soul, for the sake of argument, is the core of one’s being. It’s how you act and what you say when you’re alone. It’s how you react when you face a crucial moment in your life, in public. It’s not planned behavior. It’s a spontaneous response to your environment. It’s the real you. Your brand.
Indulge me for a moment. Think about the brand you work for or a brand you enjoy. Each one likely has carefully crafted mission and vision statements that in turn spawn carefully crafted marketing and advertising messages. This is not a bad thing. It is in fact necessary to help employees of a company understand the brand, stay focused and perhaps work better together as an integrated team. Now if brands would just go the next step and let their employees inhabit the soul of the brand, things would get interesting.
Prior to Social Media tools, this was almost impossible and never seriously contemplated. Customer Service people were the first ones to take the keys to the brand’s soul. They had to answer the phones and talk in real time to customers. Their first priority was to solve problems. Eventually service was co-mingled with selling. Running a service department is a very tough job. Once upon a time customer service reps spoke from their hearts. Now they need to wrap their personality around canned scripts generated by CRM systems that display pop-ups on screens. Nevertheless, these people are on the front lines of a brand’s soul.
Public relations departments also help embody the brand’s soul. But they are often reigned in by the law department and that nagging “worst case scenario” syndrome. Their role is essentially the same as when they were formed, but their constituents go beyond customers. They speak with/to investors, journalists, career seekers and politicians. The biggest change they face now is the growing number of personal zealots who have a blog, the tool sets they need to learn and the speed at which they must react.
If you’re a pure play brand it’s much harder to be soulful because people interact with your site and not your people. Banks with branches have a distinct advantage over online only banks. Branches are full of people who can easily embody the soul of the brand in a familiar form factor; live humans in person. Apple and Microsoft were fierce rivals, even though Microsoft led market share from day one. But when Apple opened retail stores around the country they immediately gained a distinct advantage. Apple has a face and a body and a voice in the local mall. The Genius bar was Genius.
Not all brands can or should have physical locations. But they darn well better start manning public real estate on the web. By that I mean social networks on and off their own web properties. Some brands have come a long way in figuring out how to use these outposts well, others are learning; still others, the laggards, and are being lapped on the information superhighway. This is NOT a case of ,”I’ll sit by the side of the river and watch the bodies of my enemies float by.” News flash: no one’s floating by.
The British IT services and technology firm, Morse, released a study earlier this year that claim UK companies lose £ 1.3 Billion each year in worker productivity because employees shift their time to Social Media during business hours. They estimate about one week per year per employee. Taken at face value and absent of other thinking this may seem high. CEO’s around the world can now be heard screaming, “Shut down Facebook. Block Twitter.” Not so fast there college. There’s a good reason workers drift off into the social realm during the day. The old school ways of engaging are no longer as effective as they once were. Oh, one more thing. Have you explored the thought process of a Gen X or Y? I love the Brits, but why so negative?
The Meeting is Dead
Corporations have created a meeting-centric culture. From 8 to 5 it’s meetings, meetings, meetings. There’s a reason the meeting has become a staple; it encourages collaboration, it’s often face-to face-which means you can have a rich, quality communication experience, and it can help push for decisions. All this is good and it’s definitely social, but it falls short. Only those in the meeting get to participate and many of the words spoken are quickly forgotten. Whole paragraphs are never even heard because of the side conversations. By the way, if you do publish meeting notes, no one will read them.
The corporate meeting paradigm needs to be completely retooled. Administrative assistants schedule and reschedule meetings all day everyday. They select a physical space where the meeting will be held. That space is reserved exclusively for meetings and needs to be lighted, cleaned, heated/cooled, stocked with white boards, tables, chairs and a phone, at the very least. The meeting space can only be used between Monday and Friday during normal business hours. If you actually attend the meeting in person, sometimes you can call in, you physically have to find your way to the meeting place, taking you away from doing anything else. Someone always leaves an important document behind or forgets to bring enough copies for everyone, but it’s alright because, “We can share.”
Does this sound like something you would design from scratch? Unlikely. But how do we get off this meeting hampster wheel? There have been many attempts to stop the meeting madness. No meeting Fridays, no meeting mornings or afternoons, or no meetings over 30 minutes. Some meeting rooms actually have guidelines on the wall. There they are, the meeting rules in 90 point font neatly framed; create an agenda, arrive on time, be prepared, anyone can contribute, no idea is bad, etc. I’ve even heard of firms removing the chairs from meeting rooms, leaving workers to stand around the table in hopes it would speed things up.
Employee 2.0
People (employees) change faster than companies. Great companies figure out how to keep people passionate about their work, and understand the importance of retaining their most passionate people. In today’s economic environment, firms need as many people as possible engaged, because:
The number of people willing to start something is smaller, much smaller than the number of people who are willing to contribute once someone starts something. — Clay Shirky Here Comes Everybody
Increasing employee engagement is critical to creating differentiation. Many firms conduct employee opinion surveys to measure the engagement of their employees. The Gallup Survey does just that and they have years of data that shows engaged employees drive company success. According to the The Wharton School, a highly engaged culture:
Has respect for individuals – Employees participate in decision making
Practices transparency – Employees have access to the same information as everyone else (within reason and the law), and exposure to senor executives
Empowers employees – Team members feel a sense of purpose, authority and responsibility
Promotes team building – A sense of identity, culture and values, feeling of equality emerges
First and perhaps most important, it allows people to glean knowledge and solutions from the largest team available; the entire company. This is important for large firms. There are smart people all over the place in big companies, but anyone of us probably only engages with not more than 25 of them at any one time. In a firm with 10,000 employees that’s .0025% of the workforce!
Kill the Physical Meeting
Give birth to the Social Meeting. Use social technologies and the social graph to give and get information, and exchange ideas that solve problems. It’s not a replacement for face-to-face meetings, we will still need those. But let’s not spontaneously call a meeting when we can use simple web tools to accomplish that and more.
Setting up an internal social network is a great way to train employees on how to be social in a corporate setting. Don’t worry that someone may say something that’s rude or boring. They already do that using e-mail today. Turn it on and turn them loose; behind the firewall of course. You will see who your social stars are in very short order. Recruit those people, point them to the public social properties and you are well on your way to giving your brand a soul.
Brands that will survive and thrive in this brave new social world will be viewed by consumers as having a soul and not selling it. Don’t end up like Bart Simpson.
Breaking news! Today marks the third anniversary of my first blog post, and you probably don’t care. But that’s the beauty of a blog. People post even if no one cares. The past 1,095 days as a blogger will be remembered by me as both an enriching and challenging experience. One has to face the blank page (screen; I still miss typewriters) and the clock, and try to produce something that is not only readable, but informative and occasionally entertaining. For me, someone who likes to roam free, it has been helpful in forging a more formalized approach to my hobby of watching society and technology become one.
I like to watch things merge and converge, but most of all I like to watch things collide. You can call it a guy thing if you want. When I was a boy I would build model cars and then stage elaborate collisions. I would use flame to melt fenders and doors to make it look more realistic. I wish there had been digital cameras then. No one was harmed in the making of those scenes.
When something tries to occupy the same time and space as something else, it usually results in a release of energy. The result is always interesting and occasionally dangerous. And if you watch closely enough, perhaps even play it back in slow motion, it can reveal the mysteries of the past and open a window to the future.
So what have I learned these last three years? It’s hard to blog. Blogging is writing on deadline. More akin to journalism than manuscript writing. But it’s not who, what, when, where and why. It needs to be perspective, perhaps even controversial, but not insulting (so sensitive these humans). It’s humbling because there are so damn many great bloggers out there. But above all, it’s social.
Comments on my blog keep me going. Occasionally I’ll run into someone at an event or conference and they say, “Hey, I read your blog post about…” That’s like lighting up your synapses with extra epinephrine. No re-uptake inhibitors allowed. I’ve also co-blogged or cross-blogged with some friends, and although it’s more work, it is the best of all blogging experiences. Blogging, despite the fact it is done almost exclusively on your own, in a quiet, empty room, is actually one of the most social things you can do.
There is a very simple and true force of nature at work when you blog that gives credibility to the principle of the Oneness of LIfe and it’s Environment.
If you give freely on your blog, you will receive 10x in return.
Not everyone gets this yet. Especially people steeped in their business as it’s been in the past. For example, yesterday I was in a brainstorming meeting (yes another one) with some very smart people. On a flip chart someone wrote the following words, “What do you want to get out of Social Media?” That’s the wrong question. The right question is:
What are you prepared to share with your community through Social Media?
Give, share, be open, reveal yourself. If you do that, YOU will be happier about this blogging stuff. Forget everything else. Blow it up. Remember, technology is boring, information is useful and people are interesting. But relationships are fascinating. Oh, one more thing. When you blog, collide.
The theme of the recent Forrester Marketing Forum held in Los Angeles this past April was Adaptive Marketing: How to Design a Flexible Organization to Thrive on Change. As usual there were Forrester speakers and presentations by big brands who have been working to either adapt their own marketing efforts to the fast-changing consumer, or providing solutions for marketers to better adapt. This post summarizes the ideas, notes and quotes that struck a meaningful chord with me and epitomized in my mind the concept of adaptive marketing.
What is adaptive marketing? Forrester defines it this way.
A flexible approach in which marketers respond quickly to their environment to align customer and brand goals and maximize return on brand equity.
Ok, fine. But what does that mean and where do we begin? Well, it begins with data, and lots of it. More data than we as marketers have dealt with in the past. And we need it faster than we have received it before and must be willing to improve our agility and act on the data much closer to real time than ever before. It’s tricky because we have all been handcuffed in the past by analysis paralysis. By not knowing when we have enough data to make the decision. Being an adaptive marketer means giving up a little on the temptation to ask for one more cut of the data to make a perfect decision, and act now on making a good decision, then, well, adapt.
Why is adaptive marketing something we should be talking about today? I believe that it has a lot to do with the fact that consumers are enjoying their new found power of being at the helm, and becoming more comfortable with bypassing traditional channels to research and learn from others who have had real experiences with brands, products and services. It’s a new world for consumers and brands, and the consumers are moving ahead. But then again it’s much easier to be agile as a single person than it is an inertia-laden bureaucratic corporate dinosaur (oh, that felt good). The traditional marketing funnel is breaking down as consumers bounce out and check blogs, forums, networks and friends before making a buying decision. This activity is accelerating an an alarming pace. Power is shifting. Thus, marketers need to adapt or risk becoming irrelevant.
Let me be clear. I am not sounding an alarm or posting my version of the Mayan calendar. Today’s marketing machine is pretty darn good. But change happens faster with each passing year, and the consumer is like Benjamin Button, he’s getting younger all the time. Good firms tend to devote a lot of thought to the future. And a funny thing happens when you raise your head up and peer over the walled garden. You see what’s out there. Here’s a glimpse of what you’ll see.
Adaptive Marketing: Rethinking Marketing Methods in the Digital Age
Among a number of interesting things presented by David Cooperstein, VP of Forrester, was a brief history of media. He took us through radio, TV, and early as well as modern digital media. It was a clever parallel of media and marketing, and in fact he states Media = Marketing
Viewers – customers
Distribution = media fragmentation
Journalists = marketers
The history lesson was backed up by data that shows new media has mass appeal and is being adopted very quickly. People consume different kinds of media simultaneously, but the content they consume is oftentimes different.
This has significant implications on marketing messages, especially advertising. The user’s attention is fragmented. Wireless networks combined with the powerful capabilities of smartphones means consumers multitask to the hilt. Not good news if you want to breakthrough with your new product release. This is an important point. If a marketer can stack their message cross various media and reach the consumer during this multi-tasking moment, it will improve consideration and conversion. An article in today’s New York Times states:
For the first time the amount of data in text, e-mail messages, streaming video, music and other services on mobile devices in 2009 surpassed the amount of voice data in cellphone calls.
Mr. Cooperstein lists three tenets of adaptability one should consider to deal with this new reality.
Think and move differently
Listen more, react intelligently
Target people, not statistics
Probably to no one’s surprise, social plays a large part in adaptive marketing. And of course no Forrester forum would be complete without some new illustrative framework. The Social Intelligence Life Cycle was posited several times during the day and a half. It warns marketers that they must begin to manage the analysis of customer data from social sources, and use this data to activate and recalibrate marketing programs.
Forrester Research
Now you may not be sold on the value and importance of social just yet. That’s fine. I would be the first to admit that it’s not mature and can’t compete head-to-head with traditional marketing practices. But there’s one fact no one can deny. It’s a treasure trove of data that marketers don’t usually work with. That’s a critical aspect of adaptive marketing. And yes, it’s 1,000 miles wide and one inch deep. Here are some guiding principles from Forrester.
Adapt your process
Plan iteratively and frequently
Partner for creativity, not durability
Use predictive metrics in addition to descriptive ones
Integrated Customer Marketing™: Technology And Services That Enable Adaptive Marketing
The Merkle Chairman and CEO, David Williams spouted some great ideas from the big stage. Merkle helps companies collect, manage and interpret all types of customer data. Here are some of his wise quotes.
Adaption is how marketers can create competitive advantage.
The digital revolution is enabling and accelerating the customer revolution.
Competitive advantage in the future will live in how effectively an organization can understand, track, engage, measure and influence consumer behavior at the individual level
He showed a graphic depicting how one might leverage data to attain a competitive advantage. As marketers move from mass to conversation the data gets more granular. The more one can collect, understand and act on granular data, the greater the advantage they will have in the marketplace. Makes sense.
He offered the following advice to marketers:
Push more money/spend into trigger marketing
The next decade is about media, not channels.
Real time data needs real time interactions
Create strategies that optimize the value of consumers over time
Move from a campaign mentality to a customer mentality
Mr. Williams had his twist on adaptive marketing termed Integrated Customer Marketing™. Defined as an optimization framework that maximizes customer portfolio value through targeted management of customer interactions across marketing sales and service throughout the customer lifecycle (there’s that word again). He spoke about managing a campaign inside a conversation (social). Interesting. If we could do that we would unlock tremendous value.
Know Me And Be Relevant: How Disney Creates Guest Relationships
I think we would all agree that Disney is a great marketing company. If you have ever been to their parks it gets hammered even further home. Tom Boyles, Senior Vice President Global Customer Managed Relationships for the Disney parks and resorts spoke about how they leverage customer data in a real time world. Here are some of his thoughts.
What is relevance and marketing? Knowing your customer well enough at any point in time or place that you would know exactly what to do next.
He shared real examples of how they are constantly adapting their data collection and marketing practices to improve the customer experience and impact business results.
It’s not so much about did we get someone to the park. It’s more about did we get them back to the park.
A customer never met a channel they didn’t like, so closely manage them all.
Connect with your customers across all the channels and media on their terms.
No one owns the customer, but everyone owns the moment.
Our view is that it’s not just customer relationship management, but CCRM, continuous customer relationship management.
Transforming to a Real-Time Marketing Organization
Steve Sickel, Senior Vice President, Distribution and Relationship Marketing for Intercontinental Hotel Groups (IHG) took the stage. He was an outstanding speaker and had lots of information to share. As the largest hotel group in the world they have lots of experience with customers and data. For Mr. Sickel, it was all about moving his marketing team quickly into the digital world. He echoed what we constantly hear. That customers are more informed, they control the purchase process and demand greater relevance. Traditional media is the wrong tool for the job today because it’s too slow and generic. Customers behave in real time and IHG was behaving in batch. His formula for success: investment, technology and organization.
Investment – Move traditional media to digital media. IHG has now shifted 85% of their media spend to non-traditional channels. This includes search marketing, online advertising, web retargeting, mobile and social.
Technology – Automate marketing systems and transform them from slow, reactive and limited to “Right-Time” marketing where they can do thousands of personalized campaigns at a time.
Organization – Break the silos of customer data and experience trapped in each individual channel and make accessible across the enterprise, as depicted below.
Old IHG Organization
New IHG Organization
Very clear, focused strategy to ensure IHG is poised to market to their future guests. Of all the presentations, this one laid out the best framework for how a company might go about adapting their marketing practices, systems and personnel.
Know Thy Customer: How Customer Intelligence Becomes a Strategic Weapon
The last keynote I’m going to mention came from Dave Frankland, Principal Analyst at Forrester. It was a perfect place for his talk. Much of what was said up until this moment was about data; specifically collecting, managing and acting on it. Mr. Frankland took it up a notch by challenging us to translate that data into customer intelligence for better decision making. He defines customer intelligence this way
The management and analysis of customer data from all sources, used to drive marketing performance and business strategy.
He parses the concept into three buckets.
Functional intelligence
Marketing intelligence
Strategic intelligence
The way to do this, according to Dave, is to begin to look at your customers as assets and liabilities. Not all customers are alike. Overlay your business balance sheet on your existing customer segments and you will see who makes you money and who causes you to lose money. Here’s a great focusing fact from Larry Selden, Professor emeritus at Columbia University.
The bottom 20% of customers can drain profits by at least 80%… while the top 20% can generate 150% of a company’s profit.
He cited some case studies from Fresh Direct, Farmers Insurance, Best Buy and ESPN. All great examples of how going through this exercise transforms data into intelligence.
What I Didn’t Hear Enough About
Which brings me to something I didn’t hear enough about at the forum, but alluded to earlier in this post. Mr. Frankland’s presentation got at it extremely well. That is marketers must refine the art of knowing when enough data is enough. We don’t need reams of it. We need the right data fast and then we must be able to recognize that we’ve got enough, then act. It also goes beyond enough, into, is it the right data? Marketers need to also look for new sources of data, vs. looking at the same old reports. It’s implied in many of the keynotes and track sessions, but knowing when to stop asking for data and having an eye for knowing what data to collect (it’s not all data) is something we probably could all learn more about. Forrester people, I know you’re out there. Perhaps you can assist here.
In Summary
I’m a veteran of Forrester Forums, and no matter how many I attend, I’m always rewarded with some great nuggets and outstanding networking opportunities. They excel at monitoring the vital signs of the marketplace and at delivering content right when it’s most useful. Keynotes here were very strong and consistent. Track sessions as always are more uneven.
Here’s my vote for best quote from the forum. I apologize that I am unable to attribute it.
Fast is fine, but accuracy is everything.
Endnotes
All slides are property of the firms that presented them. Content in this post originates from my notes taken during the forum combined with my personal perspective. All photos are mine.
When it comes to trying Social Media applications I’ll be the first to admit I don’t exercise much restraint. Normally I jump in. Frequently I abandon for various (and good) reasons, but it doesn’t take much arm twisting to get me to try. Foursquare was for some reason different. Yes I read all the Tweets and blog posts about how it was going to be the next Twitter; blah, blah, blah. It mattered not, my willpower was strong on this one and successfully held off until last weekend. I’m sorry I did.
Once I loaded the app on my iPhone I quickly found myself checking in all over the place, one after another, after another; watching myself climb the leaderboard, envious of all those mayors. I got it now. Travel around, tell people where you are, play a game and collect badges. Nice, but is there value here?
The concept is pretty simple and they have done a very nice job at resisting making the interface complex. The design is very straightforward and doesn’t have all that fancy grey out stuff all over it. Means a bit more clicking, but it really doesn’t matter, pages load fast. I like how it allows you to shout your location to everyone, or not to if you happen to be be in stealth mode, simply check in (that’s how you earn points) on the QT. The more places you visit the more points you get. Over time you unlock badges from Newbie to Adventurer up to Superstar. Then the badges get funky; School Night, Animal House, Gym Rat, Overshare, you get the picture.
You tap the application and it gives you back a list of places near where you are. You select it and check in; points earned. If your stop is not listed you can add it. You can add tips for others to pick up along the way. Tips and To Dos are combined, which confused me. To Do is really where you want To Go, but the service can only understand locations. I typed in Chicago Auto Show, but since it’s not a place it didn’t pick it up. The whole lists thing needs to be reworked. Another thing that was perplexing was their blog entries on tumblr. The only place I could get to it from the foursquare site was by clicking the huh link on “We changed the way our badges work.”
So is it going to be as big as Twitter. I searched for Wrigley Field where the Cubs play. Results: 312 check ins and 212 unique visitors. Similar low numbers for the United Center home of the Bulls and Blackhawks. Only 320 check ins and 215 unique visitors. So where’s the swarm?
Value could be found in building tourism. Lots of visitors, tips, to do’s with a promotion and prizes could boost visits and activity for a city , festival or museum. Might also be a useful tool for those wonderful corporate scavenger hunts we all love to participate in. Interface is devoid of advertising right now, so that’s potentially a big opportunity since mobile location based is at the strength of the application. Personally it’s kind of nice having a history of your activities. “When was I there?” Pull it up. This is made easier by private feeds of your check-ins you can access via RSS. You can even import them into you iCal.
Gotta stop now. Must seek world dominance with the most Mayorships possible.
Large corporations are beginning to give Social Media more face time, but it’s still well down the food chain for resources and attention in most C-Suites. There are good reasons for this; no reliable ROI, potential risk, medium not fully understood, don’t see how it can scale. It’s popular to say, “They just don’t get it.” I’ve heard that a dozen times. But these people wouldn’t be in the C-Suite if they didn’t get what business was about. Playing the “don’t get it” card puts the burden on the senior managers. It doesn’t belong there. It belongs with the the Social Media advocates inside the firm. Senior executives ask the same questions of all new ideas or concepts, “Where’s the value? How much can I get? How fast can I get it?” If you are championing Social Media in your firm then it’s you that has to “get it.” Whew, that’s out of the way. A single champion or interested parties sprinkled around the company may not be enough. So get organized.
To succeed in executing an Enterprise Social Media strategy outside the organization you must have a strong Social Network inside the company.
People who excel at E-Business truly love the digital world. It changes constantly and requires one to work hard at keeping up on what’s going on. It’s not a 9 to 5 job. Social Media is the same way. Finding the social media enthusiasts in your firm and inviting them to join a Social Network inside your company will pay dividends later.
Uncover the Value
No doubt your company has a pre-approved set of drivers and metrics that lead straight to the money. That’s where you should start. It’s somewhat easier for retailers and manufacturers to show results with Social Media in familiar ways; leads, response rates, conversions. Other verticals like health care and financial services measure things over longer sales and engagement cycles making it harder to show the value.
Just because there isn’t an obvious ROI today doesn’t mean you shouldn’t nurture this medium. I was recently in a meeting with some pretty senior folks who were debating whether or not to invest in an internal social community platform. I heard these comments. “What happens if somebody says something bad? Won’t it just be a waste of time?” No doubt those same things were uttered 20 years ago as people discussed enabling e-mail across the enterprise. I am continually shocked by how previously covered ground is so quickly forgotten.
One should never tire of tagging, tracking and cracking the attribution code of Social Media efforts to determine value. Without demonstrating value, resources will not flow into the Social Media cost center. But a fresh angle can jump start passive executives into becoming willing accomplices. That’s where this post comes in.
Resources devoted to more established channels like direct mail, phone and broad media, are not going to be drastically reduced any time soon because executives can get a predictable return on investment. So you either have to get incremental money or carve out a slice from other channels to fund Social Media. Here’s potentially a new way to get senior managers to lean in.
Companies want strategic advantage and a way to differentiate themselves that can’t be easily replicated by competitors. Brand battles are at a peak. AT&T and Verizon, Wal-Mart and Amazon. “Our product is better than the other product. It keeps you drier than… Whitens your teeth better than…” The soundtrack for today’s marketing strategy should be “Step Right Up” by Tom Waits. How effective is this? Brands complain to the advertising governing bodies and then claims need to be either changed or watered down. Marketing teams then spend time looking for ways to push the envelope on copy points. Frequently without consulting the customer. Not sure this is good use of resources. Certainly it’s not sustainable and does not advance the brand in meaningful ways as these tactics have a short shelf life.
Brands are trying to win on consumer perceptions. The thinking is if people perceive your brand is better they will buy it over another one. This only works until the competition comes out with a more compelling message. Believe me, they are working on it right now.
Go Big or Go Home
Social Media is a once in a lifetime opportunity for businesses to create value by energizing and mobilizing their customer base. It’s cheaper, faster, far-reaching and most importantly, more trusted by consumers. Social Media is an Interactive Customer Engagement Marketing Tool. It works to influence consumer perceptions about a brand, as told by other consumers, not by marketing departments.
Create Leverage For Less – CPSM (Cost Per Social Message)
Direct mail tactics are one-to-one. The thinking is when you sharpen targeting and refine champion creative your response and conversion rates will rise. But the company is still operating on a per piece and per customer paradigm. Social Media can scale very quickly once a large enough social graph is created; followers, fans, readers, etc. This is a new level of scalability. It’s transformative. CPM (cost per thousand- variable) can become CPSM (cost per social message – fixed). CPSM is significantly more powerful than CPM because the message finds the consumer where they hang out (personal social networking spaces) and then pass it along within their network and across other networks.
Be a Perception Influencer
Hyundai is not perceived to be a premium auto brand in the US car market. But the company has worked very hard on their products and the Genesis was named North American Car of the Year in 2009. What would executives at Hyundai give to be able to align consumer perceptions with product reality? You can bet lots of time is spent on trying to crack that nut. All businesses have key profit drivers that have associated consumer perceptions. When a firm executes well on these drivers they experience higher business outcomes and therefore better brand outcomes (consideration and recommend to a friend). Marketing wars and dot points are fleeting. Consumer advocates are worth their weight in gold.
The Social Media Molecule – SM²
The graphic below is an attempt to demonstrate how a well executed Social Media strategy is linked to activities and outcomes within the organization, Direct mail is a tactical campaign, and such has a defined set of metrics. But the form factor is static and it’s pushed. Social Media is an Interactive Customer Experience Marketing Tool. It greets brand advocates and invites and empowers them to take the ball and run with it. Contrived marketing dot points are expected and frequently fall flat. Social Media conversations can surge with momentum and are re-energized along the way by consumers who are trusted more than brands.
I have defined the Social Media Molecule SM² as follows.
People within a company who have organized themselves in a self-selected arrangement, held tightly together by strong, common bonds to impact business results.
I specifically chose the word molecule to set it apart from other marketing channels and evoke the unbreakable connectivity of molecular chemistry. This idea seems highly transportable to the social world of human relationships both within and beyond company walls. It’s a framework to build on.
Here’s how I can see it unfolding. Social bonds are formed by members in three areas of the company; Marketing, Customers Service and Public Relations. Each one contributes unique skills to defining and growing the social network inside the company. They use best practices and customize them to meet their own needs. Each team establishes their own metrics but all work to achieve the higher level business results of the company. Once these things are established they unleash it into the wild world of Social Media. The Social Media Molecule’s objective is to influence consumer perceptions and increase customer engagement.
Consumer perceptions – What people gleam from other consumers is more trusted than from companies themselves. Getting validation from other consumers influences what consumers buy and use. The Social Media team can listen to what consumers are saying and reinforce it or correct inaccuracies. What consumers say is then fed back to the Marketing team.
Customer engagement – Customers who have an opportunity to interact with a brand vs. being acted upon will be more engaged and become repeat buyers and loyal customers
Frameworks are always easier on paper (or pixels) than in real life. I realize that getting it off the ground is more complex. Frameworks are also just that. A model that can be followed and adjusted to better snap into a companies’ culture. Would love to hear thoughts on this.
In the works: The Evolution of Corporate Communications.
Just finished Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust by Chris Brogan and Julien Smith. Timely topic and certainly these gentlemen are more than qualified to tackle this subject. You never know what you are going to get with books. They can be academic and dry or too light and obvious. I’m happy to report that this work does not fall into either camp. It’s accessible, open and easy to understand. They fill the pages with personal experiences, good as well as not their finest moments, and provide examples from others they admire. These guys are very generous. You will read things you never knew before not for sizzle effect but to make a point and tightly linked to the advice offered. At no time do they become preachy or put themselves into a special category.
The whole point is to be a Trust Agent. Someone who is recognized by others and accepted into a group or network. The trick to being a Trust Agent is authenticity, transparency and willingness to help others. This is the foundation of Social Media, but it is frequently misunderstood or purposely avoided by people and corporations. They say the book is about business, not technology, and it certainly is. But these guys are technical wizards underneath their social trench coats. That knowledge and their smarts have given them a jump start in this new world. Something they tell us anyone can do by making their own game. They tell you how.
The book is full of little sidebars that provide clear cut action steps to help crystalize the points made in the chapter narratives. I think it was a great choice to mention technologies like Twitter, Facebook, LinkedIn, etc, but keep their advice on a much higher plane that can travel onto any new technology platform. If anyone knows that things become obsolete quickly in this world it’s them.
The style of the book is conversational, kind of a duh for a Social Media book, but that could have easily been betrayed. Mr. Brogan and Mr. Smith take turns writing paragraphs and chapters, but honestly I couldn’t tell their voices apart. I would never have known who was writing what unless one of them mentioned the other. They are either writing soul mates or one of them is a made up person (just joking).
It’s a fast read and full of information. It provides the most value for someone looking to get an overarching understanding of how the web has evolved into the social platforms we have today and how to make sense and leverage it. I hope to meet these guys some day and buy them a drink (or cookie). They seem like people I’d like to know.
As a technology optimist I am almost always in favor of pushing the art and science of the web further. As we know the current period is hyper-focused on Social Media. We hear a lot of discussion about the new era of personal journalism. The news is now frequently reported by regular citizens who are witness to something and broadcast it through Social Media. But having a Twitter account and practicing serious journalism are worlds apart. Wired Magazine published the following list of untruths that were spawned by this new army of journalists on Twitter in 2009.
Bill O’Reilly is gay (Jan.) // Rick Sanchez is high on crack and might not be coming into work today (Jan.)// Britney Spears is dead (March) // Pork gives you swine flu (April) // Google is buying Twitter (April) //Apple is buying Twitter (May) // Prop 8 was overturned (May) // Steve Jobs is dead (June) // Sarah Palin is getting divorced (Aug.) // Kanye West is bisexual (Aug.) // Jeff Goldblum is dead (June) // Zach Braff is dead (Oct.) // Microsoft is buying Twitter (Oct.).
Real journalism is on the decline and Social Media loose cannons are everywhere. Which brings me to the actual topic of this post; art journalism. Yes you read that right. art and journalism. Writing has never been lucrative, at least not for 99.9% of writers. And writing about art is probably at the bottom end of the writer’s financial food chain. So when you find someone who does it well you can be sure it’s a labor of love. That’s the case with Liz Goldner and her Contemporary Art Dialogue site. She loves art and people, and is a splendid writer. She listens and tries to write about what people are interested in. She lives in southern California and moves fluidly through that active art community. Much of her research is carried out in interviews. Her work effectively teases out the interesting details. She describes it as follows.
Working in art journalism, I am privileged to know a world infused with color, light, form, texture and the often-intense emotions of artists as translated onto canvas, photo paper, wood, clay or any material. I converse with those who draw inspiration from genres as diverse as the dada movement to abstract expressionism. They pay homage to these influences in their own works, filtering them through the prisms of their inner muses.
Her writings are a journey. She explores, connects and celebrates art. I’ve known Liz over 10 years and the best word I can find to describe her is “rare.” Have a look at her site. Take a moment to read about abstract art, assemblage art, photography, graffiti art and of course people. Add your experiences and impressions. If you find yourself in the Laguna Beach area, look her up and buy her dinner. It will lead to great conversation.
Full disclosure. Liz has dubbed me a Postmodernist (guilty as charged) and has included me on her site.
I’ve spent some time pouring over Razorfish’s latest study FEED: A Digital Brand Report. In the past they have studied how consumers alter their behavior to adapt to new digital technologies. In this installment they look more closely at how consumers interact with brands online. With each one of these studies I read the stepping stones to the digital age grow larger and come closer together. Here is what I think are the most important findings and insights.
The Emergence of Digital Primacy
We are at a tipping point in how consumers live their daily lives. Digital is becoming first and in many cases the most important channel to consumers. Please fasten your seat belt, we are departing Planet Analog. We will navigating a broad and exciting cosmos to our final destination, Planet Digital. The analog world was safer and more familiar of course. We were cocooned and protected. But man will not be bound. Individual humans are painfully aware of our physiological boundaries (mortality) and limits. But the human race wants more. We gravitate to things that are boundless and infinite. It’s not a surprise we are embracing the digital world. It allows us to topple previously unscalable walls and sets us free to more easily travel and connect.
Digital Fluency is the new Language
Being online was once a privilege reserved for computer scientists. Browser development made it easer for more people, but you had to learn to be a netcitizen. Online was used primarily for communication and getting information. But the digital language continued to evolve and more people could do more things. A big step, but digital was still largely a place for companies that had the funds to invest and develop. The average person’s browsing experience (speed for instance) was better at work than at home. Now we are fully fluent in digital. It’s fast, easy and everywhere. Personal computers and other devices offer a much better experience than the locked down corporate environments. The language of digital adapted to people, and people, especially the young, didn’t have to go to class to learn it.
Digital Consumers / Digital Commerce
These data points are telling indeed. We are beyond a trend here folks. Consumers have landed on a new planet and there is no return space shuttle back to the old place. Will brands follow and set up shop to serve these new colonies?
Has an experience you have had online ever changed your opinion (either positively or negatively) about a brand or the products and services it offers?Has that experience influenced whether or not you purchased a product or service from a brand?Have you ever made your first purchase from a brand because of a digital experience (e.g., a web site, microsite, mobile coupon, email)?
If you are a brand you are probably doing things online. Or at least you think you are. You have a web site, send e-mail, add functionality regularly, maybe even dabble in mobile. Great. Now go back through your last three annual expense plans. Do they show yearly increases of funding devoted to digital development and marketing? What’s your Social Media expense line? Do you discuss digital as often as you discuss broad media advertising, direct mail or the call center?
Consumers are making digital their preferred language. If brands don’t learn to speak it and fluently, they will have a very difficult time communicating with their customers. Let me re-phrase. They will lose customers and employees on a steady basis until only a few corporate non-believers are left to perform one last analog act; turn out the lights.
FEED 2009 is available directly from Raorfish here. The illustration style chosen for this report is quite a departure from past editions, and I really didn’t find them very compelling. I Tweeted about that and one of my friends, who works at Razorfish, read that Tweet and immediately sent me good old fashioned hard copy. It’s a perfect bound book in a compact trim size. In my opinion the illustrations work much better in that form factor. Maybe there are still some flickering lights back on Planet Analog.
Charts and Data: Razorfish FEED 2009. Digital Primacy and Digital Fluency are concepts from FEED.
I have always been an advocate for listening to the voice of the customer. In the eighties I was the GM for a bookstore chain. From time to time I would receive letters from customers who had an unpleasant experience with a staff member, or felt our practices, or title selection, was not acceptable. I would answer those letters personally and would spend time with the store manager discussing how an associate could be coached to ensure a better customer experience was waiting around the corner.
On one occasion someone went so far as to write a letter to the local newspaper to complain about certain magazine titles that were on display. The paper published the letter on their opinion page. I was a businessman and those magazines sold well so I didn’t want to give up that revenue. But the community got behind this person which meant I had to find a solution that worked for consumer as well as commerce. I instructed the store to remove the magazines from the rack and put up a sign that listed the titles available and informed the customers they could be purchased by asking any clerk at checkout. We did lose some sales, but I think that was more than made up in political capital with the community for seriously listening and taking action.
While in that store a short time later I overheard customers talking about the incident and noted what we had done in response. Their reaction was very positive. I immediately went back to my office and took it a step further by adopting this policy across the chain. Certainly many people did not have an issue, but it was a public store and as such, part of my job was to create an environment that was comfortable for as many people as possible. That was how community played out in the 1980’s. You wrote letters; yes on paper with envelopes and stamps. My customers taught me an invaluable lesson early on in my career; listen to them. A side note. That year we set a sales record and crushed the competitor, Walden Books, who had a much better location in the mall.
Fast forward to the digital age
One of the first things I do every morning these days is read customer comments submitted through the web site. I read them on my Blackberry at home while eating breakfast. I want to know what my customers are saying before I get to the office. It’s a sobering, enlightening, humbling, frustrating, humorous and an interesting experience. TheCustomer is Always Right is the classic phrase. Perhaps a more appropriate modern take is The Customer is the Customer. No ridiculous notions here. Businesses need customers, but consumers need and desire the products and services brands offer.
Enter Social Media
It has been perceived, in my opinion, that brands have enjoyed an advantage in the relationship with a consumer. Social media has for some consumers been a way to level that playing field. All well and good, but I have been observing some interesting data over the past few months directly related to all the talk about customers controlling brands and using social media as a bully pulpit to right the wrongs that businesses foist upon them. Just click on customer threads from almost any industry and you will see it. Customers want to tell the brand when they feel they’ve been wronged. Getting in touch with company people, not just the call center reps, is difficult and time consuming. Thanks to social media technology it’s much easier to write a blog post, comment on a conversation some one else has started or upload a photo. Consumers have expectations they expect brands to meet. I’m also a customer and couldn’t agree more. But if consumers decide to go public they need to exercise the same amount of care and honesty that they expected from the brand. If you don’t want your son to turn out like Bart Simpson, don’t parent like Homer. The visual below depicts how consumers move through the expectations / perceptions cycle in the world of social media, as well as what socially aware brands are doing in this new era.
Recent observations
Much of what I read from my customers is anonymous, but sometimes they identify themselves because they are looking for help. It’s fascinating what you find when you tie back detailed customer comments to their actual business records. What consumers write in public does not always reflect what’s on the private record. It’s not surprising. Anger and emotion can frequently overwhelm calm, fact-based thinking. Especially when there have been repeated attempts to solve the problem. This puts the brand in a difficult position. They can’t call out the customer, or argue. The best they can do is apologize for problems and take the conversation off line. My point is that if you find yourself with a new power, use it wisely. Exercise the same honesty and genuineness that you expect from your brand.
I was contemplating whether or not to blog about why I’m on Twitter and how I use it. My first Tweet was February 23, 2008. For some unremebered reason I put it on my iCalendar that day with a perpetual repeat. The internal food fight of whether I should give it life here went on in my brain for days. Guess which side won? Just couldn’t help myself.
The longer one is on Twitter and maintains connections, the more of a view one gets into life’s passages. People get fired, start businesses, become ill, get married, grow older. You name it they express it on Twitter in 140 characters. I love the spontaneity. One’s true self comes front and center when they commit to Twitter.
expedientmeans.com 