Tag: Marketing

Humanize Your Business Or Fail

Posted by Rich Harris – June 16, 2010

The old school of thought, because historically consumers were so easily wow’d by bright colors and one-way marketing messages, is that the top priority of  your marketing efforts should revolve around your products or services, what they do, what it’s gonna cost them, and why you are the best choice over your competitors and their products or services……oh yeah, and how rad your logo is.

Because profitability for any business comes from human beings making the decision to invest in you or your company, I believe that the old school is now officially backwards and can almost be hurtful to your cause. In the last year or so, the concept unearthed, thanks in large part by the social aspect of the web, is that companies need to spend more time using their market research and user group studies to construct a strategy around presenting their offering as an integral part of someone’s life, rather than as a “great product or service at a great price.”  The “Hey look at me! Look at me!” syndrome that so many companies and business people fall into when they don’t know what else to do with their time and budgets and feel like nothing else was working, is no bueno.

Like It Or Not, Warm Fuzzies = Revenue

I’m not saying the quality of the products or services aren’t a priority. Hell, they have to be if they’re are to successfully become a part of someone’s life, solidifying their purchase decision to make that initial investment in their relationship with you, ensure customer loyalty and retention, and increase the frequency of word of mouth (now more valuable than ever). I’m just saying that assuming quality is already there, the next step is to make sure you are a part of your customer, not just someone they handed over money to for products or services.

If you want to know what I’m talking about, just watch Apple. Love them or hate them, Apple knows how to create the notion that their technology products are seamlessly already part of who you are as a person. The concept of the iPad, and the iPad itself, is a perfect example. It doesn’t matter if you are selling car insurance, lamp shades, financial advice or skateboards, make sure that the presentation layer of your marketing plan does the following:

  • Think about a meaningful situation or experience that is most common among your market segment.
  • Assess which vehicle (YouTube, Twitter, Facebook, blogs) they use most to consume information about your product/service type.
  • Storyboard a campaign that revolves around said meaningful situation/experience.
  • Keep your product (and even sometimes your brand in certain cases) as a background focus of your campaign, the whole time.

The above is how I would handle marketing/campaign methodology in this day and age. Catering to people’s emotions is nothing new in Marketing. Catering to segmented human emotion in a way where they can also interact with you and quickly, followed by easily doing business with you immediately, is new, thanks to the technology and tools. Pull your weight in the relationship with your customer and they’ll stick it out with you, even when your industry or company hit some rough spots.

Onward.

Leech Marketing: Stop The Algorithmic Madness

Posted by Rich Harris – May 31, 2010

Like most social media peeps, I sit around all day and watch Twitter as a part of my job. I watch several keyword/phrase streams like everyone else, to keep my thumb on the pulse of the business, various industries, market segments and influencers. Lately I’ve been surprised (and a little dissappointed) to see what some of the fairly notable and medium to large companies have been doing, some of which are publicly traded. I’ve covered this and similar observations in a recent rant “Twitter Auto-DM’s: Perpetuating Our Inner Lemming?” which more of a Twitter-specific bitchfest but still lends itself to a bigger issue I’m seeing that is not platform, industry, or era-specific. I don’t think this issue will ever really go away because there will always be a layer of misguided marketers and businesses doing things that are just lame, hoping to capitalize on customers that haven’t been trained to think for themselves as consumers (yet).

In this world there are three types of people:

  1. Givers
  2. Takers
  3. Those that know the importance of balancing being both.

In business it’s no different.

What is Leech Marketing?

In the social media/web world, to me leech marketing is basically the effort behind leveraging search algorithms to make quick money from uninformed customers with no concern for the real long-tail value of one’s business or industry. The unfortunate effect of this behavior is that it brings down the social capital value of those businesses that are doing social the right way for the right reasons. So to explain what the hell I’m really talking about here, these are a few (of many) leech methods, sucking the value out of social media by muddying the waters of our intended target audiences.

Irrelevant Hashtagging

This definitely can make trying to do business on Twitter (the right way) more time consuming as you watch keyword/phrase streams, trying to follow current market segment-specific conversations as well as unearthing new potential markets. People are hashtagging business-related tweets by top ten Twitter trending topics rather than relevancy to one’s target audience in an effort expose a ‘conversation’ to new randoms, more shotgunning.

Unfortunately (and statistically) your ROI will not only suck, but you are actually hurting other businesses that aren’t even in your space. This will NOT give you a competitive edge and additionally makes you (personal brand) or your company look desperate and clueless. You want to be the company that looks like you are smarter and wiser than everyone else, that you’ve risen above it all, focusing on what’s really important. Here’s what I’m talking about.

Examples:

Say you want to sell your Canon point-and-shoot camera on Craigslist……

  • Good: “Selling my point-and-shoot camera. DM me if interested. LINKTOCRAIGSLISTPOST #photography #pointandshoot #photographer #forsale”
  • Bad: “Selling my point-and-shoot camera. DM me if interested. LINKTOCRAIGSLISTPOST #socialmedia #justinbieber #oilspill”

Irrelevant Categorizing/Tagging of Blog Posts is Clutter

Similar to tweet construction, categorizing/tagging blog posts is an art. It’s probably safe to say that since search engines give preference to blogs, I believe that category/tag spam and it’s content irrelevance is responsible for probably a surprising percentage of lost business, wasted bandwidth, wasted time, and overall confusion for customers.

I understand that one way to help proliferate or unearth new customers and markets is to tag posts with keywords/phrases with ‘somewhat relevant’ tags. I think that’s all smart and good, but tagging anything “Justin Bieber” alongside anything other than what’s relevant is what I’m against.

Let’s take the same concept, selling a used Canon point-and-shoot camera on Craigslist, except this time, you write a blog post about it with info about the camera and then linking to your Craigslist entry.

Examples:

  • Good Tagging: “For sale, camera, canon, point and shoot, photography, photographer, used camera, craigslist, beginner camera”
  • Bad Tagging: “canon, camera, photography, oil spill, bp gas, justin bieber, lost, social media”

Above I’m not saying it’s “bad” because it won’t work, however I am saying that you are creating more clutter for the rest of us and hurting online business flow by doing it. This method of tagging reduces the value of search and other social media tools for the business and personal web experience.

Search rankings don’t mean squat without a real conversion that supports the business objective(s).

“Mannequin” Blog Posts, Keyword-Based Post Aggregators – Automated or Manual

A “mannequin” blog post basically consists of the first paragraph or so of an original post, plus the link to the source so you can link back to it. I’m not opposed to this at all as long as the mannequin’d post is relevant to your business/brand and if it only makes up a fairly miniscule portion of your content. Those that have set up websites that in a scripted fashion crawl every blog post with a certain brand name, product type, specific industry keywords/phrases, then in a scripted fashion duplicate the post, creating a blog post and publishing it, is not only wrong for search/business clutter reasons, it’s also one of the many ways the companies sell their soul if that website or process is a documented part of their business plan. It’s weak and not a good foundation for your brand….my opinion of course.

Blind Following, Friending, Liking, Retweeting

Doing any of the above without researching the person/website first to make sure it’s relevant and has intrinsic value to your business and it’s objectives is just dumb. Plain and simple.

Common Sense

On the web, especially nowadays, people and content are data points, data points whose connection and strength lies solely in their relevance. The less relevant, the less valuable. The less valuable, the bigger the reason you shouldn’t do it, but you already know that. :-) Here’s a few other good articles on this stuff. Some old, some new.

How not to use Twitter: HabitatUK as a case study
Why Hashtag Hijacking Is Bad for Everyone
Onward.

Twitter Auto-DM’s: Perpetuating Our Inner Lemming?

Posted by Rich Harris – May 10, 2010

[Rant Alert]

This post is a rant. Normally almost any auto-DM I see makes me angsty due to their “hey look at me me me!” nature. I’m also ashamed of their blatant attempt to shape our brains into “realizing” that as customers, we are none other than weak-willed bafoons lacking the ability to think for ourselves, incapable of doing research before committing to an action or purchase.

The Hollow Influencer

I started following some people that seemed prolific an insightful on their blog or website, had decent inbound link traffic and showed up in search fairly high in the list in a relevant way. I got a flurry of DM’s when I followed a certain group of these tweeps based on the fact that they had Social Media in their Twitter bio. I was following them just to get an updated lay of the land when it comes to the latest influencers/trending business topics on Twitter.

These auto-DM’s poured in and I was laughing at some of them but also kind of appalled by others from a business perspective. I’ll list the tweets below but will hide the author names to protect the misguided folks that meant well, even if they did miss the mark by a longshot. It’s not surprising, yet still ludicrous and sad, that this layer of the business world, the empty useless stagnant one, still existed and functioned in the background like an old kitchen appliance, louder than ever.

Harvesting The Lemming Long-Tail

The DM’s…..these are all real Auto-DM’s from people that, based on some very minimal research, appeared to possibly be legit influential marketers.

“I REALLY appreciate the follow and I’m always interested in real estate resources if you know any.”

…..okay cool cause I want you to rope me into voluntarily telling you about my real estate resources of choice, so that you can feel justified replying back and saying, “good idea, however I have a better solution, check this link out….

“I do value your follow. Hope you find my tweets helpful. Look forward to yours. A gift:”

(They provided a link here to a promo video for some dude’s “Build an Online Business” DVD.) The guy seems nice enough but calling your own DVD with you talking and it costing me over a hundo to own your DVD series, a ‘gift’ to a human being, to me is like getting ‘the gift’ of a barely working ’84 Buick from a used car salesman. “Thanks buddy, can’t wait until this heap breaks down a block down the road after allowing myself to be sold on the car when it was actually missing it’s engine and steering wheel.”

“Want To Learn How Twitter Could Pay Your Bills Every Month? Look…”

(They provided a link to a network marketing training video.) Twitter can’t pay my bills every month, only I can. Your poorly produced DVD isn’t helping.

“Thanks so much for following me! If you need any help feel free to let me know!”

Help with what??? Anything? Rad! Come wash my car, pay my bills and hook me up with dry cleaning!

“Want to see how I built a twitter list of 40,000 on autopilot?”

This one by far is the best example of everything that is jacked up about social media. Do you raise your kids on autopilot? Do you maintain your closest friendships on autopilot? Does your marriage run on autopilot? Do you keep your biggest customer relationships and accounts running on autopilot? Great job buddy. Thanks for reminding us how there are still a bunch of ‘takers’ trying to exploit peeps for revenue instead of putting some value in the fact that they’ve chosen to invest in your company, you, and your potential success. NEWSFLASH: You OWE them for that.

I just can’t stand this stuff and I don’t bitch that often…so here’s my rant and whining for the quarter. My point here is you can’t squeeze an organically built business relationship out of some cheese-0-matic of a DM so don’t try and sell people that way. It just looks cheap and self-absorbed.

There are of course selfless/harmless versions of these but I just believe that if you want the smartest customers as your loyal customers, don’t treat them like they’re idiots with your messaging.

Onward.

The Ethics of Sponsored Outreach

Posted by Rich Harris – April 6, 2010

The Truth

Today’s web audience can smell bullshit a mile away. And I thank them for it. Companies are lucky to have them for so many reasons outside of being paying customers. Their low attention span and ability to talk to their trusted friends before making a purchasing decision can squeeze the accountability out of companies like a ripe grapefruit in a vice. They help make our world and the companies that run it, a better place. My opinion of course.

At the core, my philosophy on social media/marketing (and in life really) has always been: “Be unapologetically genuine, truthful and transparent.” I’ve really tried to stay true to this my whole life, in all my business endeavors and I try to keep those traits as mainstays in everything else I do.

The challenge with social media is that it’s so vast and enormous and noisy. Because it’s so huge, we need to get more calculated and efficient. As we grow our efforts and things start to take off, new opportunities and scenarios are unearthed.

I’m sure this scenario sounds familiar: You are trying to maximize your ROI with a big campaign push. You are trying to pull out all the stops by seeding relevant key influencers, implementing a solid social media strategy relying on the most extensive outreach and syndication plan possible with the budget and manpower you were given. You realize you are ready to go bigger. You are ready to step up your game and numbers on a grander scale. Unfortunately, the size of your golden revolutionary game-changing campaign vision is WAY bigger than your allocated tangible means.

So how do you go big with way less headcount and budget than your vision requires? There are a number of ‘services’ that exist out there now that would like to help you. But while their technical abilities are sound, I’m concerned that the needle between real and ‘payola’ will get pushed too far in the wrong direction.

Here’s what I’m talking about……

The Proposition

I was approached recently by an agency recently about hiring them to do ‘targeted, sponsored outreach’ utilizing paid blog posts, tweets, et al. The process is pretty simple. You have a kick off meeting with them to discuss the following:

  • Your product or service and brand
  • Your business objective with the particular campaign or initiative you are hiring them for
  • The demographic(s)/market segments you’re trying to proliferate
  • Known subject/demographic (and very specific) key influencers (so they can research all of their conversations, posts, etc.)

Once you establish some of these basics with them, they then move forward with profiling bloggers, tweeps, and others from a pool of hundreds of thousands (so they say) of authorized content creators that have gone through a review process. This process interviews bloggers to find out what they normally write about, their hobbies, their focus, knowledge level, etc.

Example

If you were selling a new camera for instance, they would work with the bloggers they’ve profiled that are photographers, or are at least enthusiasts on some level. Then, they would orchestrate a blog post idea/concept by each of these bloggers that would all go out at the same time (roughly), mentioning your product, your company, with all positive commentary when the launch happens. There would be a HUGE amount of link love, exclusive content, and thousands of people that were advocates of your company and this new camera……………at least algorithmically. :-)

The Concerns

If you were to go down the path of basically the modern day payola version of social media, and savvy consumers saw or recognized the pattern and sudden onslaught of blog posts/tweets about you that came in at a volume that was NOT part of your track record, would they lambaste you for it? Would they start to write their own blog posts about your company paying for synthetic blog posts instead of ones that were written organically by people that actually do know/follow/buy your company’s products or services? Would it turn into a PR nightmare and make your company look shady?

Would you be the coveted winner of the “Social Media Used Car Salesman” award?

The Questions

I’m curious to know what others’ experiences have been with sponsored outreach, blogs posts in particular. Maybe hundreds of companies are doing this and no one notices, or even cares for that matter. I already know why it *works* from a technical and human behavior level, but is it the right thing to do or is it better to just continue to grow everything organically….or a combination of both? Did I leave the iron on?

Onward.

The Tweditorial Calendar

Posted by Rich Harris – April 2, 2010

There Is So Much To Do

Ok so I’m kinda burnt out on the “Tw” words myself but today I’ve been a glutton for cliché. Let’s face it, if you are running the social media show for any medium to large business, there is an enormous, ever growing list of initiatives, ideas, objectives, strategies, metrics, and executions. Even the most organized person can’t herd all the social media cats 100% of the time. When you have product launches, contests, campaigns, big company announcements, and partnerships, it can get pretty gnarly trying to keep track of it all.

Fertilize Your Twitter Growth, Get Organized

If you’ve been in the marketing/PR game for awhile, the editorial calendar has been your bible for content/campaign planning, organization, and delivery. If you are managing the social side of marketing campaigns that have complex schedules, several moving parts, Twitter is no exception. As you scale and fine tune your marketing efforts, your Twitter footprint might grow into multiple accounts representing global regions, multiple market segments and sub-segments, or it might be one account leveraging several partner content pieces that adhere to a multi-prong timeline to engage customers. Either way you slice it, at some point your Twitter execution, if done right and is showing success and growth, is gonna need it’s own prominent real estate on your calendar next to everything else. There are three primary types of tweets that I use that need a spot on my calendar. I’ll cover them below.

Maintenance

Millions of people see millions of tweets each day. Millions of people also miss millions of tweets each day, some of which they would’ve probably like to have seen (pre-sale concert tix, plane tix, hotel one day only pricing, other promos, etc.). I used to consider duplicate tweets from the same company’s account to be spammy so I avoided doing that on behalf of my current company. However, now that noise reduction is a requirement for businesses on Twitter, whether they are sifting through the noise for leads and prospects or they are responsible for contributing to the noise, hoping that the right person is noticing, 1 promotional tweet gets lost in less than a nanosecond. The issue with that is that there might be someone following your company that really would like to have seen that tweet if you just gave them a second (or third) chance to know about it. With that said, not only have I decided that it’s ok to duplicate a tweet here and there, I’ve also seen long time followers respond to the third duplicate of a tweet — proof that prior tweets had just passed them by. So much info, so few characters, so many tweets, so little attention span and time.

What I’m getting at with this is that it’s ok to have a cautious set of scheduled duplicate regular tweets that go out to let new and old followers know that you are on Facebook, or that there’s a contest running, or that this product just launched, or that you’d like to hear their opinion on something pertaining to your company. Due to the sheer volume of retweets when news hits or when great content pops up and everyone wants to share, we’re all getting a little more patient with the ebb and flow of duplicate content and most tweeps really know now when a company is a truly spammy misguided automated entity or not, by the track record with their engagement and content type/frequency. So get your weekly, bi-weekly or monthly maintenance tweets on your calendar where it makes sense. An example of types of tweets that fall into this category are: “Be sure to check us out on LinkedIn for small business talk <LINK>” or “How are we doing on Twitter? Contact us here <LINK>” .

Events

An event can be anything for a company – a product/site launch, a new service, a customer story, breaking news, quarterly financial results call, leadership change or an acquisition, to name a few. I don’t need to explain why this need to be on your calendar. Events can feel easy. There’s a nice hard date associated with it (usually) so you can wrap everything you do around it. From a social media perspective though, I try to look at events as a set of waves (maybe ’cause I’m in Cali). Your first ‘wave’ could be some teaser tweets that are mysterious. The second wave can be more teasers with more revealing content. Then you got the biggest wave of the set (official news/announcement breaks). It doesn’t stop there though. Surfers don’t just stop after the biggest wave of the set passes by. There are still smaller rideable waves to follow and the peeps in the water aren’t stop riding them until the set is done. Treat your Twitter execution in a similar fashion and plot it on your calendar.  One week of teaser tweets, tweet the launch, 2 weeks of follow on tweets and retweets of any partner/media coverage (third party blog posts, press, etc.).

When you have multiple events going on at once, plotting these on your calendar is key to not only make sure you are on time but to make sure that you aren’t hyping too many things at once, confusing your followers. Don’t make them ‘choose’ from five+ campaigns/contests to be excited about. Keep them focused as much as you can can within your control. Treat/give each event as much exclusive focus as the company roadmap allows to maximized your return.

Conversation

I know you are probably thinking to yourself, “Dude this is Twitter, it’s all about the conversation, What else is there?” While we’ve all kicked the crap out of the dead but still kicking horse that is now ’join the conversation’, I have to respectfully disagree. Twitter is about engagement. Twitter is just one of many mediums to achieve engagment. Engagement is multi-faceted. Engagement isn’t new, it’s older than you. Engagement is WAY bigger than social media. Engagement is only successful when it is allowed to be adaptable and amorphous for the sake of the relationship with your customers.

The randomness and unpredictability of the nature of human conversation on Twitter begs the question: “How the hell do you schedule the random conversational tweet and put them on a calendar?” The way that you approach getting the conversational tweet into some sort of schedule isn’t so much like the event driven tweet with a hard timeline as much as it is like a quota. Make sure that you participate in at least XX amount of relevant, genuine conversation streams per week. Putting a quota on human conversation is not contrived if it’s relevant and you care. If those two elements exist, then a quota just helps to ensure you are maintaining your investment in other people – which is the key to success.

Also Check Out…..

EmediaVitals: Use a Twitter editorial calendar to help lessen impact of ‘tweet’ duty

Onward.

Social Media & The Responsibility of Thought Leadership

Posted by Rich Harris – March 7, 2010

It’s so easy to get buried in information nowadays if you aren’t methodical about channeling, funneling, and organizing your incoming tweets, feeds, and messages. Even when you get organized, you have only made it to zero. How can you and your clients or company get above zero? How do you propel your company in a way that makes them visible above the others without looking like just another news regurgitating spammer junkie? For the sake of spewing at least one social media and business cliché in this post: How do you rise above the noise?

Some of the most well known thought leaders currently in the social media spotlight [@BrianSolis, @SethGodin, @ChrisBrogan, @Britopian, @Mediaphyter, @AaronStrout and many many many many more] did not get where they are by doing only what has been known to work. They’ve always focused on pushing us outside of the traditional approach, existing marketing patterns, and evolving the marketing status quo, focusing on the understanding of human behavior, it’s place in business. If there’s a calculated risk opportunity presenting itself that maybe others haven’t seen yet, they’ll try it and discuss it publicly. These folks know that business won’t get better and advance closer to that streamlined revenue utopia we all strive for unless they go ‘this way’ while everyone else is going ‘that way’.

Succeed and Expand

While being a copycat can be traditionally considered the purest form of flattery, I think it’s important for social marketers to realize that in the online marketing world, imitation is only imitation and offers no real value to what we are all trying to do if that’s all you do. News comes and goes fast and the competition for something fresh is fierce.

So You Have A Mountain…

…of data at your finger tips that you’ve accumulated. After lots of trial and error, say you’ve learned how to target and cultivate a niche market. What now? How can you aggressively capitalize on that market and get even more niche, dissecting it into more detail so that you can execute even more effective campaigns and conversations? You will need to get creative in the way that scientists had to when they worked towards dwindling physical matter down to molecules and eventually atoms. In some cases where there’s a mountain, there is a mountain range. After going to the top of one and slamming your flag into the dirt, set up a functional camp of explorers to delve deeper on said mountain, and then you should start heading down hill and start your next climb on the adjacent peaks to see what lies ahead (figuratively speaking of course). :-)

Be The Modern Day Lewis & Clark of Marketing

Social media for me has really been more of an expedition than it has been a job. I think it’s really easy to get mired down in the day to day, pulling the same old story of coming into work, checking out industry specific news and influencers, retweeting some cool stuff, having some convos with relevant and meaningful people on Twitter and Facebook, and then heading home to throw down a Guinness and do it for another hour or so before bed. While it’s important to recognize, acknowledge and maintain all the things you’ve discovered over the last quarter and even the last week, the successes should only make you hungrier for more ideas, new territories and new markets. Never stop.

The Personal Brand: The Balance of Give and Take

Lastly, social media is un-ending monster-sized manufacturer of the personal brand. It has given those of us that know how to promote ourselves, our talents, our hobbies, our lives and everything we do, as a brand. While I’d be an idiot that should be slapped if I produced “Rich Harris the T-shirt”, I’ve always had some inkling of narcissism in my hat. I acknowledge it. I roll with it. I embrace it. However, I am also very aware that not only does the world not revolve around me and everything I have going on, more importantly there is an amazing amount of value in what thousands of other people are doing around me. Their marketing and business ideas, their ambitions, are all extremely important to the big picture and the greater good of successful business and networking.

It’s a great thing for me to simply acknowledge that there are others around me, but as someone who is trying to shine in his own little bubble, it’s more important that I extend myself and elevate those folks around me who also have great (and hopefully even better) ideas than me as well as great ideals. Not to cater to my hippie side too much here, but it’s important that you pay very close to attention to the balance between 1. Giving back to social media, business and marketing and 2. Building your own legion of followers. In my opinion, your value is absolutely and ONLY equal to the amount of value you place on others and how much you lift them and their social capital up. In this life, you get what you give and I believe that couldn’t be more true in marketing and business. The social information age is the perfect time and place to do it.

Part of your priority menu as a social marketer should always be finding people that are smarter and better at what you do than you are……and sharing their thoughts and leadership with others.

Other sources…

Digital Marketing Today: Leverage Social Media to turn your Thought Leaders into Sales people

Redmond Channel Partner Online: Become A Thought Leader

Thought Leadership Times [blog]

[Image Credit: Paige's Arting & Scribbling Blog]

Onward.

Emotions. Patterns. Business. Morality?

Posted by Rich Harris – November 14, 2009

xPsychology4aEmotions Are Still Math

I started thinking about this when I was typing my previous blog post about Google having the Holy Grail. As a marketer, I’m always trying to figure out human behavioral patterns and how I can maximize my company’s profit from the understanding of this.

I had an interesting thread going on Facebook the other day. I was eating sushi at a restaurant and was watching the people around me, talking to each other, responding to conversations with various facial expressions, hand gestures, and vocal tones that varied in intensity. All of these ways of expressing themselves were based on emotion that was being outputted as a physiological response to conversational input they had just received from whoever was sitting across the table and having lunch with them.

I had posted a Facebook status stating that “Emotions are still math.” It was interesting to see people’s responses to this. The vibe I got is that it almost was considered offensive that I had said that. My only point was to acknowledge the fusion between the two concepts, not to minimize the importance of one over the other. Maybe my choice of words made it come off that way, “flattening” the value of emotion. [...stealing your descriptor Andy :-) ]. This definitely was not my intention.

If you know me, I’m far more emotional and dramatic than your average person, half the time it’s to my detriment.

Patterns

While I’m not necessarily referring to my friends on Facebook that participated in that conversation in my next statement here, for certain people I think it strokes a chord with them, like my statement was disregarding humanity on some blunt robotic level, not validating peoples emotions, converting the organic human aesthetic, all the things that mean so much to people, into 1′s and 0′s, basically saying that our entire population is just an abbacus made out of living tissue. My point with it was just that you can plug in formulas to patterns of human behavior. Patterns, whether abstract or linear, are still patterns, no matter how random we think the activity contained within those patterns actually is. I’m not the first person to say this and certainly not the last. Everyone learns this in Psych 1A their first year of college.

Is Business/Marketing Inherently Evil?

What I’m about to say here excludes non-profit organizations.

Successful marketers know that you need to recognize and understand behavioral data to make sound marketing decisions. This requires that on some level you convert what you see in human beings into a formulaic pattern so that you can run some numbers and calculate a risk. The goal of all that is to make more money. Period.

In reference to my “Emotions are still math” statement that kicked off the colorful convo on Facebook: If you are a marketing genius at a company that wants to grow, employ other human beings, beat your competition, understanding how to convert human emotion into dollars, does that make you evil? Smart? Shrewd? Heartless? All of the above?….or just someone trying to pay their bills?

I’m don’t know the answer…that’s why I’m asking.

[image courtesy of duke.edu]

Social Media: Living In Cultural Lethargy

Posted by Rich Harris – October 31, 2009

Forgive the Easy Rider Fonda era tone/vibe to this post. I typed the initial bulk of this post at 3AM on my BlackBerry, Halloween morning.

It seems funny to me that Social Media is considered this new thing to everyone. It actually seems kinda sad. A natural behavior that sites like Twitter and Facebook just happen to catalyze, has a *special new name, if not only for the reason that apparently we repressed a natural aspect of who we really are. Since we are not repressing it anymore, something that was always there inside us is now considered some new way of thinking, the brilliant new marketing method and approach that everyone is hyping and talking about. Why do we find it so surprising and fresh human beings actually want to engage other human beings directly in business? Are we using the fact that there was no Twitter or Facebook or MySpace before as an excuse to not directly engage customers? Are we somehow ready to come out of our little anti-social hovels and holes and cubicles that we essentially put ourselves in as a standard for the last bunch of decades?

It’s funny to me that we have ads and TV commercials whose attempt to yield a return were created with a “personal touch” by our usually overpaid agencies of record to be successful…yet they were all one way communications, directly engaging no one. It’s like a mother trying to nurture her new baby and raising her child through a glass window. The child never gets to actually be touched but the mother is there talking him/her through life without ever truly bonding or connecting with it. This is how marketing has always been so we never questioned the morbidity of it as a standard. We needed the internet, a bunch of computers (in essence a robot network), to teach us that what we needed all along was inside us already but that we were too caught up in corporate insecurity to realize the natural importance of engaging other humans directly as a standard in business.

Social Media to me, I’m starting to discover, does not currently exist as this great new idea. It is just filling a gap in business of sociological depravity that we have created for ourselves emotionally in our culture. Think about the family-owned bakery in a small village in Greece somewhere, 10 generations deep. All they know is consistent sales, happy loyal customers, and real relationships with those customers. Take a look at all the cultures that don’t have big business but still consistently make money because of a human touch that they just executed on naturally. Social marketers could learn a thing or two from these people. Yet, here in big business, while billions of dollars have been made, billions have also been lost because we struggled to have that winning marketing campaign in Q1 of nineteen eighty whatever when the culture-created consumer zombies stared at the TV, watched our commercials that didn’t quite stimulate them enough to get that false sense of “I need this to truly be alive inside” that we were hoping.

Are we finally ready to stop being in denial that being social is necessary for the survival of business? Did we just need the information age and networked computers and the chat rooms AOL introduced us to in the 90′s as an excuse break down walls so that we could learn this new fascinating discovery about being alive called “talking directly with other people?”

Don’t get me wrong, I love social marketing but Social Media and it’s current success as “the new thing” is kind of a big slap in the face reminder that we’ve kind of lost ourselves, as a standard. Maybe it won’t just help our companies. Maybe it will have cultural healing properties and help us exploit human qualities that currently STILL work to bond indigenous tribes in remote parts of the world with their families and communities.

Social Media is about the basics.

Pseudo hippie rant done.

Onward.

Social Media: Some Low Hanging Fruit For Newbies

Posted by Rich Harris – October 26, 2009

323436829_f6afb5c48eMany large corporations are still new to social media and are trying to figure out how it works, their short term plan, their long term plan, etc. After setting up your Twitter account and a Facebook Fan page for your company, now what? A company CAN do a few things almost immediately to expand their presence in social media with little effort/cost. This list assumes you already have a Twitter account, Facebook/MySpace or other sites that are built and established.

1. Spread Your Tweets Like Butter: Make sure all tweets are either manually posted or automatically posted to your other social sites. There are tons of widgets out there and just about everything posted on Facebook, MySpace, Tumblr, etc. has a URL that can be crawled by search engines. That’s money in the bank.

2. Let Your Social Media Hitch A Ride: Talk to any and every internal team in your company that manages outbound communications. At the very least text links to your primary social media accounts/profiles should be on there. You’d be surprised how many of your customers and partners didn’t know you were in the social media space, especially if it’s new for your company. With tens of thousands of emails going out per blast to customers that trust you and have opted in, every email without a link to you on Twitter, is a lost opportunity.

3. Welcome Aboard, Follow Us: Most established companies have an HR dept of some sort and those departments have a process for onboarding new employees. Your company’s social media info should be included in the welcome packet (whether virtual or paper). Most people are using the popular sites for personal reasons so they most likely don’t need to be recruited to use Facebook or Twitter. As long as employees aren’t a disgruntled loose canon, you almost get an extension of your marketing efforts when they can see stuff and contribute to it, even if it’s just ‘liking’ something on Facebook.

4. Let Search Do The Work: This one sounds obvious but even some of the biggest companies do not do this, at all. Some of the mainstay companies that have some of the strongest online consumer brands in the world, like Apple, usually don’t have to link to their social profiles as people will seek them out. However, if you are not Apple, it’s helpful to have text links to social media profiles somewhere as part of the standard footer or navigation on any of your web properties. I’m not saying plaster huge Twitter icons and logos everywhere, but just a text link can do you some good. Also make sure you have some kind of landing page or provision on your site’s contact page with all of your social media links. If you get decent traffic on your site from search engine referrals, there’s some easy intrinsic opportunity to show up in more search results that you are not currently in without those links.

5. C’mon, Everyone Is Doing It: Social media may not be for everyone. I still have friends who even barely have an email account. However, if you have a company that is marketing itself online and you have employees that are online, send out company-wide emails reminding them to join your company on Facebook, Twitter, or whichever sites you have made to be your social marketing avenues. If they are not on Facebook or Twitter yet, they may actually want to check it out and sign up. Your employees are part of your army, make sure they feel like it.

Primer Over Sushi: The Impact Media Group

Posted by Rich Harris – October 23, 2009

Picture 4The Company

Today I had the pleasure of meeting with David Sieburg, Production Manager, at the Impact Media Group, based out of Santa Cruz, CA. I’ve been down to their offices before so I was already familiar with some of the amazing stuff they do. What sets these guys apart from many small video/production houses is that they don’t see themselves as a video production company. They don’t meet with a client, find out the client’s name, get the client’s logo, and slap it on some generic backdrop in HD and call it a day. The priority of their approach is not just your story, but more importantly, how to visually and creatively tell your company’s story in a way that is powerful enough to be done without words if given the option. Their goal is to visualize your company’s message in a way that is unlike any of your most aggressive competitors. Some of their work is surreal.

We’ve all seen amazing ideas on TV created by multimillion dollar Hollywood studios and pricey over-hyped agencies in San Francisco. The beauty and uniqueness of Impact is that they can accomplish the same quality, professionalism, creativity, and delivery of any high-end agency that I’ve seen but with a fraction of the crew and overhead.

The Next Steps

They are about to embark on their initial planning stages of their social media push and I’m excited to see what they do. We talked quite extensively about some of this stuff and the challenges of social media for a small B2B company that is the genius behind video creative used by big names we all know like Apple, Starbucks, HP, NBC, Discovery Channel, and Adobe…just to name a few. I look forward to seeing this small company, capable of creating bigger than life video, effectively populate the social media landscape within their respective industry against their competitors. They got the talent and big brand client base to do it quickly. It’s hard to believe a company this small has done things so big.

Thanks for the sushi David!

Social Media: Join The Convo or Instigate & Observe?

Posted by Rich Harris – October 22, 2009

talking-headsAn Interesting Question

I recently was sent a really interesting article posted at Adweek.com titled “When Silence Can Be Golden” written by Benjamin Palmer, co-founder and CEO of The Barbarian Group. It was an interesting commentary and perspective on how brands should consider utilizing social media. We’ve all heard everyone say stuff like “get your brand to ‘join the conversation‘ or ‘build a real direct relationship with your customers‘”.

That’s all fine and dandy and of course as a social media guy, I can’t disagree with that statement. However, the article I mentioned above discusses the potential absurdity behind having a static or inanimate brand engage customers directly or attempting to build a relationship with them. A couple lines from the article that I really liked and hadn’t thought about before were:

“Maybe some brands shouldn’t be conversational. Maybe most shouldn’t.

Social media was not made for brands. Lots of other stuff on the Internet was, but not Facebook and not Twitter.”

I mostly agree with the above, with some exceptions. I agree that some brands maybe shouldn’t be conversational but I also think we need to remember that business IS people. People make products and then people pay for those products. ‘Tis life. Later on in the article he talks about how a company should probably evaluate their approach with social media. Your evaluation does not mean that you should wonder if your company should even get into social media at all (of course it should). The real question is: Does it make sense for you to promote your brand having the conversation with your customers OR does it make more sense for your brand to promote the environments where your customers have conversations with each other about your brand and it’s products/services?

What Are Your Options?

So based on what I’ve said above, you basically have a couple concrete options that could be considered a best fit for your company. You ALSO have a massive grey area that may need to be explored, demanding that you get creatively amorphous and nimble with your approach.

Join The Conversation:

This is the old adage, the trendy social media goto defacto standard tagline that any marketer uses to bring his/her newly discovered career path to the customers. It still has value and substance and has a proven track record for success when done right. Industry types where I think this would be most appropriate are ones whose business is serving human beings and their experiences, where tangible goods are just a facet of the overall experience. These would be anything like hotels (as mentioned in the article by Palmer), restaurants, airlines, general product support services like Geek Squad, etc. People pay for a good experience from other humans that represent or are employed by these industries so direct engagement with them via social media would most likely feel more natural.

Instigate, Observe, Tweak, Observe, Repeat.

Next up is the other concrete option that Palmer spoke of which is: create an environment, or mechanism, or medium, for your customers and target audience to hang out and discuss your brand with each other while you watch and learn and strategize your next moves. In many cases, you can learn how to humanize your non-human products. You can learn much more by listening to your customers as a fly on the wall of your company’s Facebook Fan Page, the stream of tweets containing your brand name (or your competitor’s for that matter), and so on. The industries or companies where this applies are pretty much any company where a tangible product represents their brand. A hard drive, a pack of gum, a bottle of water that supposedly has vitamins in it. :-)

Meet Me In The Middle

The third option is that your real triumph may require you to do a combination of both. You may have a static tangible product that you will sell the most of if you create environments for your customers to talk with each other about their experiences while also conversing with them directly in the same environment so they feel like the brand is their for them, backing it’s product(s). It all depends. Every company and audience is different and complex in it’s own way. It’s all doable but the intuition of your social media/marketing team is crucial to find that balance yielding the best return so that your compay’s foray into social media is worth the hype behind the lengthy social media pitch you just gave to your execs.

Onward.

[ Talking Heads image courtesy of, and borrowed from, 8ninths ]

Social Media: The Next Heroin Soaked Band-Aid

Posted by Rich Harris – October 16, 2009

bandaidsGood Stuff

Recently on Twitter a tweet from @AdamCohen to @RobertCollins said: “More evidence social media is just a part of the overall marketing toolbox. Love it.”. This was in response to something Robert had tweeted: “Research found a 19-percentage-point lift in searches on brand among users who also saw them on social media http://bit.ly/YxoMb“. Both of these guys are refreshing to follow for their insight into the big picture. Check ‘em out.

The Tried And True Is Still King

After following the convo between and Adam and Robert above, I was finally able to put something together that has been bothering me for so long about Social Media: Social Media is not a replacement for an organized, well run company or quality products/services (Hence, the somewhat wonky title of this blog post).

It doesn’t matter how many times you tweet a promo, post a link to your Facebook wall, send out an email blast, fax a flyer, chisel an advertisement into stone with jurassic era hand tools…Successful stable companies that stick around and grow are only able to do so because of their functional healthy internal organs, not because they have a great tan.

Some Things To Think About, No More Band-Aids

Having worked for quite a few startups and large companies, I understand the pressure felt when money is tight, triumphs and successes are less than recent failures, etc. If your company is struggling, social media (or any marketing medium for that matter) won’t “fix” it on the mere fact that it’s currently popular among other companies and marketers. ANY marketing budget is wasted if your company isn’t solid on the inside, speaking with “one voice”, with all organizations in alignment with each other from the top down. If you have that cohesiveness and solidarity within your company, then and only then is it time to market it.

I’m the millionth person to say this in the history of marketing and business but seeing the activity going on with social media, it’s existence is becoming more present as a buzz word and a shallow sales pitch than it is as a practical and useful tool for companies. I felt that I had to put out a reminder for my own sanity so I don’t start getting annoyed with my own line of work. :-)

Onward.

Social Media: Meaning & Purpose Are In Our DNA.

Posted by Rich Harris – October 14, 2009

Photo Credit: User "Scoobay" on FlickrControlled Capitalism is Changing

The problem with one-way communication and some of the old way of doing marketing is that for years, in an effort to solidify and meet our revenue forecasts, we have trained human beings to be the type of consumer that doesn’t think for themselves. They’ve been rolling with the consumer herd so that large corporations with nebulous names can spoon feed them what they need to like, and pay for, next week, next month, next year.

In this awesome age of information that we are swimming in, people are now learning from a young age to think for themselves when it comes to consumables and how they have the power to choose the next trend and influence others, even people they don’t know (customer reviews for example). This power has also made them hungrier and less patient when it comes to the ROI attached to something they read, eat, drink, smell, etc….people expect a return now when you engage them and frankly, I don’t blame them.

Think about how much time and money is wasted marketing something in a way that creates no return or meaning for the customer. Think about the thousands of banner ads that were designed by pricey agencies that were ignored and never clicked, the print ads were never read or that never drove one direct sale or word of mouth reference. It’s mind blowing to think about all the money spent on that with nothing to show for it.

Legos Are Deep, Man

A nice write up entitled, “Finding Purpose in Labor (and Labor Economics)” was posted by Daniel R. Hawes where he posts some thoughts and opinions regarding a study that was done and documented called “Man’s search for meaning: The case of Legos”

Here’s a quote from Daniel’s write up about the experiment talking about it’s premise:

“Meaning, or purpose, in the task was manipulated by what the MIT and University of Chicago experimenters did with Lego toys after a participant had put them together. For one group of participants – the group with the meaningful task – the constructed Lego toys were piled up on a table for the participant to see, and new Lego pieces were provided to build further toys. For the meaning-deprived group, each constructed toy was immediately disassembled (for the participant to see), and the parts given back to be reused for subsequent building efforts.
Maybe not surprisingly to you, but possibly surprising for economic theorists, the average amount of toys each person was willing to build significantly differed between the two groups.”

……and here is a quote from the researchers doing the study:

“Despite the fact that the physical task requirements and the wage schedule were identical in the two conditions, the subjects in the Meaningful condition built significantly more [Lego toys] than those in the Sisyphus condition. In the Meaningful condition, subjects built an average of 10.6 [Lego toys]  and received an average of $14.40, while those in the Sisyphus condition built an average of 7.2 [Lego toys] and earned an average of $11.52.”

After reading I was reminded of one of the most simple rules to good marketing, and more importantly in this day and age, surefire tactics for upping the statistical odds of you getting a return for your social media campaign initiatives: Meaning & Purpose.

As a Social Media Marketer, It’s Already In Your Bag of Tricks

Something as simple as Legos remind us of one of the low-hanging fruits of social media. The study above reminds us of something very simple and fundamental.To me, the above data states something that should be obvious to any social marketer.

When you run a campaign, is there a meaning or purpose for the user when they arrive at your campaign landing page, click on your shortened URL, follow you on Twitter, etc.? Do they feel that when you engage them does your promotional delivery wreak more of the ‘take’ than the more important scent of ‘give’?

If you build your social media efforts on a foundation of meaning for your audience, the revenue and brand awareness will come naturally. Even something as simple as Legos prove it.

Onward.

[lego photo credit: Scoobay on Flickr]

Stats from The Solis

Posted by Rich Harris – October 13, 2009

Brian’s recent blog post: “The Great Social Divide: Twitter, Facebook Traffic Surges, Myspace Fades“, was chock full of some really great social media nuggets. The behemoth that is Facebook, the rise of Twitter, the process of the fall of MySpace. I highly recommend checking this post out. It’s always nice for us social media guys when someone else goes out there and pulls and the information we really care about into one location instead of the 8 different ones we have to go. The best quote by far from the post at the bottom that is in sync with the rest of the better known social media/marketers was this:

“This is why, in social media, digital anthropology, sociology, ethnography, and psychology prevail…”

Amen to that.

Funny Video for Social Media “Gurus”

Posted by Rich Harris – October 5, 2009