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3 factors in winning the social media horse race

August 23, 2011 by

Seems everyone has an opinion about Google’s G+. And as usual in a situation where little data exists (yet) to support fact-based opinions, most of them are extreme. Some say G+ is dead in the water because it hasn’t generated the mad rush that Facebook did and that growth and use is already starting to slow. Others say that G+ will rule because of its integration with Google’s other tools like Android, Gmail, Docs, and its media properties like YouTube and Google Music—in other words, the colossus effect that we’ve been waiting (for so long) to take effect.

It’s way too early to make a call, so I’m not going to presume to know G+’s prospects for success (especially when it hasn’t even been officially launched), but there are a few things that the rise of a possible new giant in social networking points out:

  • Social networks are porous. One writer claims that the attraction of G+ is the opportunity to start over in social networking. The argument is essentially that we’ve screwed up everything in Facebook and G+ is our social media morning after pill. But as even the worst one-night stand movie comedy will tell you, starting over is tough to do. Erasing or simply stopping our lives on a social network is possible, but it’s much easier to just start sharing across many at once. For example, just when I was lamenting having to do over all the work I’ve done to build up a Twitter community with some true interaction and conversation in G+, along comes a browser extension called SGPlus that lets you post on G+ and share it across Twitter and Facebook at the same time. When and if Google releases an application programming interface for G+, no doubt one of the social dashboards such as Tweetdeck will build G+ in. It’s easier for tweets to flow across all the various social networks because of their short nature and the fact that they usually contain links to longer content that can show up on Facebook and G+.
  • There are only two types of relationships in social networking. G+ is touted as something new, but it’s really a combination of two elements that I’ve talked about here before: Permission-based and viral-based relationships. G+ combines the viral model pioneered by Twitter, in which you can follow someone you don’t know and hear what they have to say, and Facebook and LinkedIn’s permission-based models, in which you can only engage in relationships with those you know. All the social networks we’ve seen so far are based on one or both of these models. G+’s relationship model mix of the two is a little bit complicated. So much so that it takes a PhD. to explain it.
  • There are only two types of content in social media. Short or long. That’s it. One of the reasons that Twitter is compelling is because its content is so short. You have to come up with something really pithy and link to the deeper thinking. Twitter kills the long-winded entry about nothing. The reason that blogs are so popular (and the cornerstone for social media in B2B social media marketing) is that they are long. They satisfy our need for stories with a beginning, middle, and end, and give us room to support our arguments with facts and proof (the cornerstones of thought leadership). Gone are those annoying blogs from the early days that just posted links to other stuff. Twitter killed them all. G+ tries to split the difference. Most of the posts I’ve seen on G+ have been twitter posts that go on for too long—140 words instead of characters, with little in the way of deep thinking or factual evidence to justify the wordiness. In this sense, G+ looks more like the blogging platform Tumblr. And we all know how Tumblr has taken off, right?
  • Commenters rarely engage in conversation. All the social networks allow for various kinds of real-time, texting style conversation, but when it comes to commenting on content, there’s little true conversation. It’s rare to see threaded conversations (unless the discussion is political, in which case the conversation usually happens at the shouting level). G+ and Facebook allow comments to specific entries that are pretty easy to follow. Twitter has the re-tweet button, @replies, and hashtags. I don’t think any of them have a particular advantage in the conversation department, but I think that G+ is at a bit of a disadvantage here. Those 140-word entries don’t have much depth to them, which means that many of the comments are inane. There’s just not much to say about something that didn’t have much substance to begin with. I also think there’s a piling on factor in G+. Maybe I’m being too cynical, but when I read posts by the A-list bloggers, there are tons of people who seem to think that saying something—anything, even “So true, so true”—is good for their street cred and exposure. I just don’t want to wade through it all. I think longer blog posts inspire more thought and better comments, even if they don’t rise to the level of conversation.

What do you think?

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The crisis of buyer information in B2B and how to fix it

August 16, 2011 by
cooling

Image by roboppy via Flickr

The other day, I kept getting calls on my cell phone from the same number. Never left a voice mail, (which my gut was telling me should have been a signal), but the number was local. Could it really be that someone I knew was trying to get hold of me?

So, like a fool, I finally called back (the iPhone makes it so easy to do!). With the kind of maddening irony that makes me flash on doing capital punishment-inducing physical harm to a fellow human, I heard a recorded voice say, “Thanks for calling back. If you would like us to stop calling you press…”

Too bad you can’t slam an iPhone.

Pushing the easy button
The episode reminded me of the sheer desperation, sociopathic lack of empathy, and .0000000000000000001% response rate it takes to do direct commercial marketing via the telephone these days. Some of you may not even be old enough to recall what it was like before the National Do Not Call Registry came along. Don’t ask. You think Wall Street and the banks are evil now? You should have seen what they did to doddering seniors’ life savings via the telephone.

It got me thinking, what if a similar easy button comes along for online marketing? We keep hearing that at some point web users may truly be able to stop you from learning anything about them. The “voluntary policing” being done by the ad industry today online is at best an uneasy truce with an internet public not yet bothered enough, too lazy, or too uniformed to do anything about shutting off the cookie oven for good. Certainly, you know that the kinds of douche bags who practice the aforementioned cell phone marketing are no doubt out there somewhere hatching an internet cookie scheme that will so outrage the American public that the little old ladies (and men) will finally rise up and demand relief, just as they did with telephone marketing.

Obviously, this is less of an issue in B2B than B2C. Cookies help us learn more about our website visitors, but you won’t learn nearly as much about the spending patterns of B2B executives through web cookies as you do with B2C buyers.

Privacy is a concern in B2B, too
Yet even in B2B, we have a growing concern over privacy in lead management. Anecdotally, we hear that content gets exponentially more clicks when there’s no registration form attached to it. And people’s B2C experiences have a habit of leaking over to their B2B behavior. Generally I think we can say that the trend and sentiment among B2B buyers is to hand over less information over time rather than more.

So how to stave off this impending crisis of buyer information? It may seem facile, but social media are the answer. Rather than trading information for value or simply stealing it through invisible cookies, what if we actually did it the way people do in real life: through a personal relationship?

Buyers click more on pages with people
Buyers want to get to know your subject matter experts. They really do. I saw a terrific interview recently with Ethan McCarty of IBM, who talked about how IBM is working to get its employees involved in internal knowledge sharing through social mechanisms. You should read the whole thing, but one bit jumped out at me as great data for proving why we need to get more personal with buyers:

“Through A/B testing we have found that pages with IBMers on them perform significantly better than those that do not have IBMers on them. For example, if we have a web page that is designed to get visitors to click deeper into our site, the presence of IBM experts on the page improves both the performance and the overall feedback we get about the page. It’s kind of no surprise—when we are transparent, people trust us and feel better about the experience. What was interesting to me is that this is even the case when they don’t interact directly with the IBMer on the page.”

Marketers who let their subject matter experts get more personal with buyers will win in the end.

What do you think? Are you making plans for a post-buyer information age? If so, how?

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4 Reasons Why Facebook Stinks for B2B Marketing

August 5, 2011 by

Recently, I was preparing a workshop on social media for an ITSMA client. The marketer in charge of the company’s social media effort gave me a clear edict: “Look, I don’t want you focusing on Facebook, okay? We don’t see the value of it for B2B and we want it off the table. Every time we talk about it, we have an endless argument that leads nowhere.”

Seemed a bit harsh, but I had to admit that I had been harboring my own doubts about the value of Facebook for B2B for a long time. I’m not saying that B2B companies shouldn’t be on Facebook. I think every company should be on Facebook. There are just too many people passing through those turnstiles not to put up a sign somewhere. So I think B2B businesses should have a Facebook page that shares whatever content the company is already producing. Why not? It’s yet another channel for reaching customers and the effort required to set up a Facebook page and create RSS feeds of your content to update it is pretty small.

But let’s put this all in context. What is B2B marketing all about? Relationships, right? And I just don’t see what’s good about Facebook for creating relationships in B2B. Much of what works on Facebook seems to fall into two camps:

  • Charity. I see many brands launching altruistic campaigns on Facebook to get attention and burnish their reputations.
  • Contests/giveaways/games. Much as people at trade shows will do just about anything for a t-shirt, it seems pretty easy to get people to click the like button if they can get free swag or get a chance to win something. EMC, Cisco and Intel have had success with this kind of focus for some time now.

But I notice a few things about B2B efforts on Facebook that leave me skeptical:

  • Engagement is campaign focused and temporary. I see brands investing effort in campaigns around a particular event or contest, but what about the space in between? If the only way to get people interested in your content is by giving them stuff instead of wisdom, how are you supposed to sustain that connection over the long term?
  • Conversation is banal or non-existent. The B2B pages I’ve seen on Facebook are broadcast focused. Lots of big graphics and calls to action around the above mentioned swag and charitable causes, but I’ve never seen anything in the way of substantive discussion that anyone would mistake for thought leadership, as you would on say, a good blog post by a subject matter expert.
  • The like button is a blunt instrument. There’s no denying the power of Facebook as a platform. Its sheer numbers mean that brands get tons of likes. But click on that like button and X,Y,Z Company is in your Facebook stream forever (with no clear way to get rid of it) along with the stuff you really want to read from your BFFs. That’s gotta get old pretty quickly. Research shows that people unlike brands on Facebook nearly as often as they shut off other channels and for all the same reasons: “too frequent, irrelevant or boring communications.”
  • The perception of Facebook as a consumer platform persists. I keep waiting for Facebook to buy LinkedIn or Twitter and just put an end to the business vs. consumer distinction. But until they do, it seems that the perception will persist. Is it any wonder that B2C marketing techniques dominate? Facebook just doesn’t seem like a good source for B2B thought leadership.

Again, I’m not saying Facebook shouldn’t be part of a B2B social media strategy, but its utility as a platform for building a deeper relationship with B2B buyers still seems limited. What do you think?

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How social media muteness endangers your company: The crisis at McKinsey

July 29, 2011 by

McKinsey recently learned a difficult lesson about what happens when the world takes your thought leadership marketing seriously—and when you lack the ability to respond in the moment through social media.

The trouble started when the McKinsey Quarterly published an article in early June entitled How US health care reform will affect employee benefits,  based on a survey the firm did about what will happen to employer-sponsored health care insurance coverage when the President’s health care law goes into effect in 2014.

A textbook example of pragmatic thought leadership
The article itself is one of the best examples of thought leadership I have ever read. It is bold, clear, authoritative, and based on solid research. It is a textbook example of what we at ITSMA call pragmatic thought leadership: it takes a current issue of concern to the company’s target audience and evaluates what may happen in the near term without any mention of company methodologies or offerings. The piece settles right into the Florsheims of the average HR manager and paints a picture of what might happen to their benefits programs when the law takes effect.

That picture is stark and scary.

The survey predicts that 30% of employers will drop health care coverage for employees altogether, throwing them into the government-mandated health insurance pool of individuals without company coverage. Among employers with the higher level of knowledge about the law, the percentage that would drop coverage rises to 50%.

Such a bold and relevant piece of thought leadership was bound to capture mainstream media interest, and this one certainly did—another coup in McKinsey’s long string of thought leadership marketing successes.

The chattering classes intrude
However, something as politically charged as the healthcare debate is not the normal territory of buttoned-down consulting firms like McKinsey. It was like letting a dumb teenager into one of McKinsey’s glass conference rooms with a stack of fireworks and handing him a match. Something important was bound to get damaged.

And so it did.

Republicans cited the article chapter and verse, because it lent some credence to the idea that the world would fall into communistic chaos as soon as the evils of Obamacare were unleashed. Meanwhile, the White House attacked McKinsey’s survey as an “outlier,” saying that other studies from Rand, the Urban Institute, and Mercer all showed that the law would have little impact on the number of companies with coverage.

Journalists look for trouble and McKinsey stonewalls
The political stir encouraged journalists and bloggers to try digging deeper into the story and that’s when McKinsey got into trouble. When a blogger for Time asked for more details on the survey methodology, she says McKinsey stonewalled. That information vacuum led some bloggers to fill it with questions about the quality of McKinsey’s research and its motives. The biggest credibility blow was struck by a blogger at the New Republic, who pointed out that unlike reports from the firm’s own “semi-autonomous think tank” the McKinsey Global Institute, the healthcare survey did not undergo a formal peer review process. Ouch.

Too late, transparency—and defensiveness
Of course, you know what happened next. On June 20, long after the bloggers had already moved on, McKinsey finally made the survey and its methodology transparent and issued a cranky and defensive statement about the survey that helped things not at all. Here’s why: One of the most compelling things about the article is its boldness. In one passage, the authors take on all those who think healthcare reform will be an easy ride, including none other than the Congressional Budget Office Itself:

“The Congressional Budget Office has estimated that only about 7 percent of employees currently covered by employer-sponsored insurance (ESI) will have to switch to subsidized-exchange policies in 2014. However, our early-2011 survey of more than 1,300 employers across industries, geographies, and employer sizes, as well as other proprietary research, found that reform will provoke a much greater response.”

Wow. That’s pretty unequivocal. Hey CBO, you’re wrong!

All of which makes McKinsey’s too-late response to the criticism all the more mealy mouthed. Check this out:

“Comparing the McKinsey survey to economic estimates, such as the CBO’s, is comparing apples to oranges. While the McKinsey Quarterly article about the survey cited CBO estimates, any comparison is not apt. We understand how the language in the article could lead the reader to think the research was a prediction, but it is not.”

Oh, I get it. We readers are just too stupid to know a prediction when we see one. That wasn’t a prediction, it just looked like one to the uneducated. Maybe if we had all gone to the upper two percent of business grad schools like the folks at McKinsey we would have known better. That’s the height of arrogance.

Companies without a human face will suffer
But hey, I’m not here to say yet again that companies should be transparent in a crisis and respond quickly and in a non-defensive manner to criticism rather than letting it fester. You’ve heard all that before.

I’d like to posit another important piece missing from the McKinsey picture: people.

Despite its prowess in thought leadership—McKinsey is simply the best—the firm is falling dangerously behind in social media. This crisis unfolded online and in social media. All the company needed was to get some of its well-spoken hot shots out there blogging to clarify thinking behind the survey and things would have gone a lot better. Companies that lack a human face and hide behind their brands—no matter how good those brands are—will suffer in the era of social media. That static, institutional explanation of the healthcare survey on McKinsey’s website is like a billboard flashing “We don’t get social media!”

It’s ironic, but there is a person who could have responded to this controversy in a very interesting way. It turns out that a McKinsey internal expert on the healthcare industry, Bowen Garrett, was one of the authors of the Urban Institute paper that claims that healthcare reform will not cause a big disruption in employer insurance. Gee, how about a quick blog interview with Garrett, or a video, or podcast? But McKinsey doesn’t do blogs or anything else timely on its website. It’s a slave to that big (admittedly wonderful) publishing machine called the McKinsey Quarterly.

There are many things that social media can’t do, but one thing they can do is give you the opportunity to turn on a dime and inject thought leadership into the conversation when it is most needed. Companies that can’t do it will suffer the consequences.

What do you think?

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6 lessons on how NOT to market to customers

July 22, 2011 by

Here’s the kind of pressure that social media puts on us: After not posting anything to my blog in nearly six weeks, I feel compelled to offer an explanation. Isn’t that sad?

Hey, but that’s how it is. Social media are like a school of sharks; keep moving forward or sink lifelessly to the bottom.

Well, I have an explanation, or an excuse, and a damned good one at that. I broke my hip about four weeks ago (my bike slid from underneath me on a rainy morning on my way to work). More specifically, I broke my femur at the hip, which left me with a decision to make: pin together a 51-year-old femur (with its attendant wear and tear) or lop it off at the top and get a brand new, shiny fake hip. Since I can’t resist that new hip smell, I opted for the stainless upgrade.

Now, don’t think I’m looking for an outpouring of sympathy. I’m telling you this because:

  1. I don’t want to lose any more credibility and subscribers than I already have during this lull in activity (as any social media “expert” will tell you, six weeks may as well be six years—unforgivable, unimaginable, and definitely under caffeinated. As one “expert,” (who showed no evidence of ever having blogged herself) once sneered to me, blogging is as easy as “doing email.” Oh, I guess that’s why my inbox is so crammed all the time.)
  2. During my time on serious, hard drugs (narcotics, shh!) I realized that I really have become one of you marketing types. Any time anyone delivers a service to me now, I immediately start thinking about how the service is “being positioned,” and whether the “value proposition makes sense.” I’m a goner. A marketing geek. (I thought drugs were supposed to prevent that sort of thing.)

All of which is a lead-in to this week’s entry, which is what we as B2B marketers can learn from health-care marketing.

The answer is: nothing.

Healthcare marketing is awful, practically non-existent. Sure, healthcare knows how to sell drugs, but in terms of preparing the customer for the experience of service delivery, fuggedaboudit. Here are some examples:

  • Educate the customer—or don’t. Many of us in B2B can be proud of how we educate our customers and prospects on the business issues they face—from current regulatory changes to future “sea changes.” We help ease them into the idea that they need our services and solutions to solve these problems so that the experience of spending all that money feels a little less like stepping off a cliff. Here’s how a doctor introduced himself to me in the emergency room: “Hi, I’m Doctor X. We’ve looked at your x-rays and you’ve broken your hip. You’re going to be going to surgery. Somebody will be in to talk to you about it.” And then he excused himself and left the room and I never saw him again. I wanted to get right up and walk out of there. Oh wait, right…
  • Whatever you do, don’t let the customer meet the people who will actually be doing the work. Unfortunately, this one does often ring true in B2B, at least in my experience in consulting. Send your top dog, most empathetic, articulate, industry-savvy, alpha salesperson in to market the service, and then show up to do the work with the freshly-minted biz school grads and the interns.
    In the trauma ward of the hospital, perversely enough, it’s the opposite. Twenty-something interns come in and tell you how awesome the trauma surgeon is and how awesome your experience is going to be. Then the interns show up again together later on in a big group trailing behind an older, more confident surgeon (surgeons seem to have no shortage of confidence and gain more as they age), making it clear that the interns are still being educated by this person and/or institution, thereby calling into question any of their assessments of the awesomeness of the surgeon. But this guy still isn’t the surgeon. He’s a colleague. Then, as you are lying on a bed outside the O.R. waiting to be worked on, you meet the doctor who will be doing the work. (Thank goodness for Google—the day prior I found that he got five-stars on a health review site! Operated on a New England Patriot!)
  • Delight the customer with an upgrade—for awhile. In both B2B and B2C, we’re getting better about throwing unhappy customers a bone. A discount here, an upgrade there. The short-term costs are marginal compared with the longer-term goodwill they buy. When I finally made it out of the ER and was given my hospital room, I couldn’t believe my eyes. It was a huge room and I had it all to myself, in a newly constructed wing of the hospital. And the nurses were unbelievably attentive. One of them finally acknowledged that I was in the intensive care unit for heart patients (there wasn’t room for me in orthopedics) and that she was “used to giving constant attention to people with zippers in their chests.” Caring for me was “like a vacation,” one of them said. I was in heaven. All the ginger ale I could drink and nurses compulsively asking me what I needed or wanted whenever I opened my eyes.
    Then, the day after surgery, the nurse informed me that I was being moved to be “with my own kind” over in orthopedics. Now, the only time I got ginger ale was when it was delivered on a tray with green Jell-o and chicken broth at mealtimes. But the reduced attention did come with a benefit—I got a little “drug remote” with a red button I could push to administer my own morphine. Later that day, they took away the remote and gave me a roommate.
    Could you imagine after clawing your way to the suite upgrade at a hotel having the desk clerk say, “We’ve found a room like the one you were originally supposed to get—with cleaner carpets this time—and we’ve taken the liberty of moving all your stuff from the suite into that room. Enjoy the rest of your stay.”
  • Segment your audience. In B2B we pride ourselves on knowing our audience. We have marketing designed for the C-level executive, the buyer, the influencer, and the front-line types. Meanwhile, 51 is pretty young for hip replacement. I’ll probably need to have it done again if I hit the average life expectancy of an American white male and manage to hang onto some form of health insurance. Most people who have hip replacements are older. That must be why the exercise sheet they gave me pictured a balding man with white hair and extra lines drawn in his face, a floppy tank-top t-shirt covering a paunch, and spindle appendages meant to approximate arms and legs, wheezing his way through leg lifts. Motivational.
  • Market your strengths. The highest production-value material I received upon discharge was a two-color, 24-page glossy magazine entitled “A Guide to Taking Warfarin.” (They put me on blood thinners for a few weeks after surgery.) The guide to what I should do after having a hip replacement (including exercises) was five Xeroxed pages stapled together.
  • Above all, empathize with the customer. I think we do this pretty well in B2B. We hire marketers and salespeople with direct experience in the customer’s industry so that they can talk to and sympathize with the customer’s pain points. During one of my two two-minute conferences with the doctor in charge of the orthopedics wing (not my surgeon), I made the mistake of asking what sort of pain killers I could expect to receive upon release. He interrupted me with, “No one said hip replacements aren’t supposed to hurt.” Thanks, Doc.

Of course, I can’t complain. I have health insurance, I’m walking again, I’ll be able to ride a bike again, and the accident could have been a lot worse than it was. But healthcare sure could use some help on the marketing front. Anybody got any ideas?

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The five stages of social media grief—have you passed through them yet?

June 15, 2011 by
Morito

Image via Wikipedia

Social media (along with skimpy marketing budgets) are causing a transformation in marketing to a degree that we haven’t seen for a lifetime. But in our rush to embrace the new, we haven’t taken adequate time to honor the painful transition we are experiencing.

Think of me as your grief counselor for good ol’ message-based marketing. It will still be around for some time yet, but it needs to stop that incessant yapping and get a hearing aid so it can start listening once in awhile now.

In my seven years as a social media acolyte, I’ve spoken with many marketers who grew up at the knee of message-based marketing. I’ve seen how difficult the transition can be. For them, and for you, I offer this reflection on the journey so that you can recognize your own place in it and know that you are not alone—that you have friends who love you and who are eager to see you when you get to the other side. (Just don’t become distracted by the bright white light on your way through.)

  • Denial. “Another marketing channel on top of my existing workload, with no extra budget or headcount? This can’t be happening—not to me.” The marketer passes through a period in which social media is thought of purely as a B2C thing. Not gonna happen in B2B. Nope. No way.
  • Anger. “Hey, marketing speaks, everybody listens. That’s the way it’s always worked. Enough of this conversation crap already!” A painful, unfortunate, and embarrassing time in which marketers have been known to share their rage over their loss of control of the marketing conversation in an uncontrolled way in public gathering places. (Ever wonder why you don’t hear about Mojitos anymore? The American Marketing Association successfully lobbied the FDA to have Mojitos outlawed after research linked them to these unpredictable outbursts. Those “theme” martinis offered during open bar receptions at marketing conferences are also reportedly on the way out—but it’s taking the FDA some time to catalogue all the different varieties.)
  • Bargaining. “Look, we’ll redesign the newsletter. We’ll make the events more targeted to the C-level. Just. Don’t. Make. Me. Tweet!” Another phase marketers probably won’t the grand kids to know about, in which marketers cling to an irrational hope that social media can be postponed or avoided altogether by promising the CMO a reform in lifestyle.
  • Depression. “6000 tweets a day mentioning our brand and I’m supposed to assign a ‘sentiment’ to them all? What’s the point of going on?” Only slightly less embarrassing than the anger and bargaining stages, marketers in this stage ban the use of the word “Twitter” in lunch conversation and generally shun the annoyingly perky (unpaid) social media intern, muttering, “What’s he got to be so happy about?”
  • Acceptance. “Okay, if we’re going to do this, let’s find some SMEs who have something to say and support them.” At this point, marketers accept that they are responsible for making the social media conversation happen inside the company and with customers and take solace in the fact that it’s another channel for developing and delivering thought leadership—the stuff they’ve been slaving at for the last 20 years. During this stage, marketers have been known to spontaneously shout in a self-actualized fashion, “I am a professional communicator! Learn from me!”

How about you? What stage you at?

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How to get employees involved in social media: focus on ideas

May 20, 2011 by

Many marketers involved in social media management tell me that they struggle to get their subject matter experts engaged in social media. But focusing solely on engagement is the wrong goal. What we should be talking about instead is getting those experts involved in creating ideas.

In an interview this week with Stephanie Tilton (thanks, Stephanie!) on the Savvy B2B Marketing Blog entitled How to Gain Real Traction with Thought Leadership, I talk about how marketers need to create an idea network within their organizations to spur their subject matter experts to start thinking.
Create an idea network as the basis for social media
Marketers need to facilitate a process for internal development of ideas and for external feedback. The combination of internal and external creation and feedback creates friction and competition. Experts need to defend their ideas, get input and collaboration from others, and compete for attention. Here are some examples of how this can work:

Internal

  • Knowledge share sessions
  • Awards programs
  • Primary and secondary research
  • Competitive intelligence

External:

  • Customer councils
  • Collaboration with academics and analysts
  • Partnership with trade associations

Creating an idea network helps demonstrate the importance of ideas to the organization. Many companies take it a step farther by making idea development part of employees’ annual goals. The high-end consulting firms like McKinsey have done this for years. Ideas are baked into the culture. To rise in the firm, consultants know they need to come up with good ideas and try to get them published.

Marketers need to help create that culture in the company by facilitating the idea process. Companies need to create a platform—and an expectation—that enables subject matter experts to be thinking all the time.

When ideas are an expectation, social media participation is easier
When employees know that they are expected to be thinking—and getting that thinking out into the market—engagement in social media participation becomes easier. They have something to talk about! Social media becomes a great test bed for testing ideas and getting feedback. It also becomes a way to slice up big ideas into more consumable pieces.

What do you think? How are you getting subject matter experts to engage in social media?

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Social media’s Hallmark Moment: the Twitter Auto DM

May 13, 2011 by

I take a perverse pleasure in reading my Twitter DMs, 99% of which are of the automated variety, looking for the heartfelt sentiment that goes out to me and thousands of other close personal friends every day from people I’ve started following.

I try to imagine the impulses that motivate the writers behind these parsimonious hanging chads of fake individualized attention. Technology is wonderful isn’t it? It allows us to divide the equivalent of a single “Have a nice day” into thousands of infinitesimally smaller investments of effort and goodwill. Automated DMs are like giving a new acquaintance a sliced off sliver of a single piece of mini-Chiclets gum and saying, “There you go. I hope you enjoy that.”

Since I think that automated DMs are about as useful as egg on sand, I like to parse them into snarky categories (these are all actual auto DMs I’ve received). See if you agree with mine. Perhaps you can add some yourself. (No doubt I’ll have fewer readers after this post—“Gosh, what’s his problem?! I’m just trying to spread a little good cheer!”—so I can use all the help I can get.)

The “You’re lucky to know me” category:

  • “@ me to follow you if I haven’t already.” Yes, I’ll look into that right away.
  • “What do you do?” Okay, so you want to automate the fact that you can’t be bothered learning anything about the people who follow you?
  • “If you miss my tweets, you can catch a summary in my monthly newsletter here.” So good you need to send them twice. Thanks.
  • “[            ] uses TrueTwit validation service. To validate click here:” Will I need two forms of ID for that?

The “I’m genuinely interested in knowing you more—no really I am” category:

  • “Let me know if I can help you in any way.” This is what salespeople say to me at stores. Except I’m usually standing amid consumer electronics or racks of clothing when they say it, so it makes sense. But now I’m on Twitter and I’ve just met you, so what kind of help are we talking about here? Oops, I’ve just invested more attention than he did writing the auto DM. I feel so used.
  • “Look forward to learning about your interests.” And yours, and yours, and yours…

The “I’m totally desperate to get some freakin’ cash out of you or anybody else—can you help with that?” category:

  • “I’m using this to make money on Twitter, I hope you find it useful.” Thanks a bunch. If I wanted fake Viagra pills I would have stuck to email.
  • Looking forward to chatting. Download a free value calculator.” Wow, king of the transition sentence, aren’t we?
  • “Here are links to my book, my blog, my company.” Gives new meaning to the phrase “cut to the chase.”

The “I just wanted to let you know that I’m trying to game my follower count” category:

  • “Plz help spread the word about me! I wana rise to the top!” Yes, spamming is such a competitive field these days.

The “I’m going to redundantly echo the empty sentiment of the act of sending Auto DMs by repeating that empty sentiment in my message to you” category:

  • “Have an awesome day!” But what about tomorrow, and the day after that? I feel so lost.

The “I’m trying to sound humble” category:

  • “I clearly see I’m going to learn a great deal from YOU!” Not if you’re auto DMing me.
  • “We will do our very best to keep you informed and entertained.” Why do I think this person has won an “excellent attendance” award in the past?
  • “Will try to keep it interesting.” Will try? Way to lower those expectations. What about doing your very best—every day! Hey, that’d make a catchy auto DM, don’t you think?

The “I often creep people out” category:

  • “I got my eye on you. Thanks for the follow!! If your on Facebook too hit me up!” Cause hitting peeple up on Facebook is what me like to do.
  • “Smile, you only have one today!” Cringing, not smiling. And what, I’m only allowed one smile today? I guess when you’re auto DMing smiles you have to ration them carefully.
  • “Glad to have you in my Twitstream.” I suddenly get this feeling that I should be ahead of a Twitstream rather than following one.
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How to measure influence in social media marketing

May 6, 2011 by
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Measuring influence is the new obsession in the social media world—adding another layer of anxiety to the dark cloud of existential dread that is marketing ROI.

Social media present us as individuals seeking status within a community, which is something that humans have been working at since our days as monkeys. Indeed, science tells us that monkeys would rather look at pictures of high-ranking members of their troop than eat. The only difference between us and the monkeys is that we usually remember to eat while we watch the Oscars or check our Twitter follower counts.

Influence is the ability to affect others in their thinking or actions. But we need validation that it is happening. Since social media leave digital footprints, companies create complex algorithms to come up with simple answers to measuring social media influence. These fall into two categories:

  • The number generators. These tools assign a number to influence based on factors such as popularity, number of connections, and share of conversation. The best of these is still Technorati, because blogs are, in and of themselves, the most influential channel within social media. Face it, unless you can come up with enough to say to sustain a blog, it’s difficult to become influential. Others include Klout and Twitter Grader, which focus on the social networks. Another category of tools “gameify” influence by giving us fake shiny objects as rewards for engaging others. These include Foursquare and Empire Avenue. But all these numbers have little use beyond the ego stroke.
  • The monitors. These include the proprietary tools that look across all the online channels to determine how brands are being talked about. These social media monitoring tools have more use for marketers, but they require significant human intervention and can easily become very expensive versions of the number generators if not used with a goal in mind.

How to measure social media influence in a marketing context
Influence is usually presented in the context of figuring out who is engaging us and who we should be engaging with. But I think as marketers, we need to think bigger. I’d like to suggest that we look at influence as part of an integrated marketing strategy. In this context, influence has little to do with algorithms and more to do with something that marketers have been measuring for a long time: perception.

The two most important components of influence
I see successful marketers getting their companies to set two reference points to measure influence across all their marketing programs:

  • Who we are. Through surveys, both qualitative and quantitative, marketers ask their target audiences to tell them how they perceive the company. Classic versions of this are unaided awareness (“Name five IT services providers”) and aided awareness (“Have you heard of x company?”).
  • Who we want to be. This is where the strategy comes in. This reference point is in the future and requires careful definition. It requires all the key players in the company to decide how they want the company to influence the market in the future. For example, many ITSMA members are companies that began by selling B2B products but are now trying to become known as full-service solution companies. They have built or bought services divisions and created services offerings, but they cannot yet influence their target audiences to see them as anything other than product providers. Marketing’s job is to influence buyers to move from the existing perception to the new one—using all the available tools at its disposal.

Over time, we measure our influence by asking our target audience if they see our companies as we want them to be seen. Looked at this way, measuring influence becomes simpler and clearer.

What do you think?

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Marketing’s golden opportunity in innovation

April 22, 2011 by

Innovation is becoming more external to companies and more social.

When Netflix’s internal engineers struggled to get more than incremental improvements in the company’s movie matching algorithm, the company put the problem to the internet and crowdsourced a 10% leap in accuracy (of course, it didn’t hurt that they offered a million dollar prize). Even funding for innovation is becoming more external and social. A website called Kickstarter lets anyone—not just venture capitalists—fund innovation projects featured on the site.

Social media management and innovation
This shift in innovation has big implications for marketing. ITSMA’s social media research (free excerpt available) shows that marketing is responsible for monitoring social media and for training, governing, and supporting the organization in using social media. I think this means that marketing must be ready to take a larger role in facilitating the innovation process and in being the ears to the ground on all the innovation that’s happening externally to organizations out there on the internet.

CMOs can succeed where CIOs struggled
Marketing is in a similar position today to where IT was in the 90s. Back then, the rise of reengineering and enterprise software systems gave CIOs a unique opportunity to be facilitators of innovation. They were the only C-level executives involved in all the efforts to rethink the ways that companies did work across the entire organization. Sadly, few CIOs took advantage of this cross-company view to innovate the ways that their companies did things. (In CIOs’ defense, few companies felt comfortable giving CIOs the power to do this sort of thing.)

Move beyond brand stewardship
Today, CMOs have the same opportunity that CIOs did back in the 90s. Marketing is essentially in charge of collaboration both inside and outside the company through its leading role in social media. CMOs have to resist the tendency to view this stewardship as simply a continuation of their traditional role as the head of branding and communications. For CMOs, social media aren’t just for listening to what people are saying about the brand or pushing out messages. Social media aren’t even just for facilitating conversation and customer relationships. Social media are also for innovation, and marketing has a major role to play in making it happen.

Examples of the mandate for innovation
In a blog post this week entitled What CEOs Want from Their CMOs, Forrester’s CEO, George Colony, discusses the mandate for the CMO to keep an eye out for what’s ahead. I wrote a case study a few years ago about how IT services firm CSC has an innovation process that is facilitated by marketing.

So the question is, will CMOs step up to the innovation challenge? And will CEOs let them?

What do you think?

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