For organizations to thrive in today’s hyper-competitive marketplace, leaders have to learn how to build a culture of trust and openness. Here are four strategies to help in this regard:
- Encourage risk taking – Leaders need to take the first step in extending trust to those they lead. Through their words and actions, leaders can send the message that appropriate and thoughtful risk taking is encouraged and rewarded. When people feel trusted and secure in their contributions to the organization, they don’t waste energy engaging in CYA (cover your “assets”) behavior and are willing to risk failure. The willingness to take risks is the genesis of creativity and innovation, without which organizations today will die on the vine. Creating a culture of risk taking will only be possible when practice #2 is in place.
- View mistakes as learning opportunities – Imagine that you’re an average golfer (like me!) who decides to take lessons to improve your game. After spending some time on the practice range, your instructor takes you on the course for some live action and you attempt a high-risk/high-reward shot. You flub the shot and your instructor goes beserk on you. “How stupid can you be!” he shouts. “What were you thinking? That was one of the worst shots I’ve seen in my life!” Not exactly the kind of leadership that encourages you to take further risks, is it? Contrast that with a response of “So what do you think went wrong? What will you do differently next time?” Garry Ridge, CEO of WD-40, characterizes these incidents as “learning moments,” where planning and execution come together, a result is produced, and we incorporate what we learned into our future work.
- Build transparency into processes and decision making – Leaders can create a culture of trust and openness by making sure they engage in transparent business practices. Creating systems for high involvement in change efforts, openly discussing decision-making critieria, giving and receiving feedback, and ensuring organizational policies and procedures and applied fairly and equitably are all valuable strategies to increase transparency. On an individual basis, it’s important for us leaders to remember that our people want to know our values, beliefs, and what motivates our decisions and actions. Colleen Barrett, President Emeritus of Southwest Airlines, likes to say that “People will respect you for what you know, but they’ll love you for your vulnerabilities.”
One of the most unique features of Google+ is the “circles”. Circles allow users to group followers into different groups for communicating different things.
This means brands are in a better position to share more relevant information with their followers, as against churning out the same information to everybody.
A good example of this can be seen with Intel, who invited users to select the photo which best represents the circle best aligned with the interests. This subtle but very effective move proved to be the right one as it ensured that people were getting exactly what they wanted.
Google+ is set to introduce more features very soon and if these stories are anything to go by, it’s about spotting an opportunity and going for it. It is important to keep a keen eye on these developments, as the opportunities are limitless.
Here are some thoughts on creating content in today’s always-on world. Rather than a how-to guide, these are simply some observations on what impacts the process.
It’s entirely too easy to feel the lure of social networks. The immediacy of Twitter, the connectedness we feel with friends on Facebook, the endless boards of pinned images on Pinterest and the hipster art on Instagram – these are all false idols when it comes to creating content. We’re more likely to be consuming content on those sites. As such, they qualify as distractions.
But just as the martial artist knows how to absorb energy from an enemy’s attack, we too can learn to pivot with these tools. Asking a question on Twitter as I did was a diversion rather than a distraction. While my question focused on the challenge I was having, it allowed me to focus on the conversations instead.
Over on Facebook, you’re probably likely to have surrounded yourself with people who share your hobbies, beliefs, geography, etc., and therefore you may not be inspired by a diversity of thought. Seek out people you might not have interacted with in a while. Change your feed settings from Top Stories to Most Recent. This will mix up your content a bit. You can also create Interest Lists and visit these customized feeds with a specific purpose in mind. These small actions could provide a little variety to what you’re seeing and from whom.
Understand who you’re trying to reach
Kind of a no-brainer, but when you’re tasked with creating content that needs to live somewhere, it’s a good idea to know a little bit about that somewhere and the people who frequent it. It could be your corporate website, a Facebook page, recipients of a white paper or email, viewers of a video, etc. If you don’t understand a little bit about them, you may miss the opportunity to connect with them. Based on previous interactions, what kind of content do they like? Have they indicated other brands or interests that matter to them? What have their comments told you? All of this should help fuel the content you’re making.
Look to industry leaders
There are others who are doing this well. Let them inspire you. About a year and a half ago, Mashable took a look at a handful of leaders in content marketing (How 3 Companies Took Content Marketing to the Next Level), highlighting Mint.com, HubSpot and American Express. And just this week, Forbes ran a piece titled 5 Big Brands Confirm That Content Marketing Is The Key To Your Consumer. Their list was made up of Virgin Mobile, American Express, Marriott, L’Oreal and Vanguard. All respectable brands. But one stood out to me.
Read full article via Scott Monty’s Social Media Marketing Blog
Here’s a few things to remember when you’re creating a strategy:
- Social media thrives on interaction, so make sure you’re giving your fans and followers something they can’t just read off your website.
- Add some personality to messages so that your fans know there’s actually a person on the other side of the connection.
- Remember that different communities have different personalities, so don’t just spam them all with the same line. If you’ve done your job correctly, people who belong to more than one social community may be following your account on each, so it is a red flag to see the same line of content on each. That flag says you’re spamming me.
2. Turn blog posts into advertisements.
If you’re blogging consistently, you’re on the right track. But if all your blog posts are about your own product or service, you’re really just advertising. Don’t do this! Provide value for the readers of your blog. They didn’t come to your blog to read about how awesome XYZ service is, although you can definitely link to that service or even mention it at the end of a post. The more in-depth and interesting your blog posts are, the more people will realize that a) you know what you’re talking about, and b) you’re not just giving them a used car salesman-type pitch. The best blog posts get the reader to think highly of the author, which makes them think highly of the company, which makes them remember that company when they have a need for your product or service. Be subtle. Give readers the perception that you’re awesome, but don’t shove it down their throats.
When you think of social media marketing, you may only consider the potential for introducing new customers to your products and services through social interaction. However, social media marketing is an effective way to keep your existing customers happy – and happy customers drive repeat sales that can significantly impact your bottom line.
Here are five easy tips to help you increase your revenue stream from existing customers with social media.
1. Reward frequent purchases
Since it costs more to acquire a new customer than to retain an existing one, why not increase revenue by encouraging your customers to make purchases more frequently? If you sell products, you can entice customers to come back more often, and if you sell services, you can promote add-on services and upgrades.
Offer exclusive deals and specials to your social media community, basing the discount on the customer level or frequency of purchase. For example, you could offer a coupon to your Facebook community, providing them with a discount off their fourth purchase.
2. Encourage more spending per purchase
Another way to increase revenue from existing customers is to encourage them to spend more at each purchase. You may set a goal to increase each transaction by 25%, for example. Once again, create exclusive deals for your social media community. For example, offer a coupon for $40 off a $150 purchase to increase product purchases.
For service industries, consider bundling your offerings together, providing a discount for multiple services that will entice your customers to spend more. You could use Twitter to drive awareness of the deal with a call to action.
3. Continue engaging customers to keep your communities strong
No one wants to see an endless stream of deals and promotions with very little customer interaction or information sharing. Be sure to continue with your engagement strategy as you add deals and promotions to your tweets and postings.
The rule of thumb for an effective content mix is 20% company-related content and 80% relevant third-party content and direct engagement with your fans. So mix in the promotions carefully, and you will continue to have a thriving community.
Here are six rules of thumb that will help you write a sales message that actually helps you move an opportunity forward. I’ve got a few examples below, too, so you can see how to turn a bad message into a better one.
1. Write like you talk.
Sales messages are meant to be spoken. Even when somebody reads the message, you want readers to feel like you’re talking to them personally. Therefore, whenever you write a sales message, ask yourself: “Does this sound like something I’d actually say to a real person?” If not, your message won’t work well.
Before: “Engineers efficiently evaluate and improve their designs using our software tools. We are dedicated to building the most advanced vehicle system simulation tools.”
After: “Engines designed with our simulation software are more fuel-efficient than those that aren’t.”
2. Use common words rather than biz-blab.
Unfortunately, when most business folks sit down to write something, they turn into Dilbert’s pointy-haired boss and start writing in gibberish, stuffing sentences full of important-sounding terminology that means little or nothing. The cure is to use simple nouns and verbs that have a precise meaning.
Before: “We provide ‘one stop shopping’ for all of your HR needs. Through a single relationship, you have access to HR services for the continuum of the employment life cycle.”
After: “We help our clients with hiring, compensation, compliance, and training, so that they can spend more time running their business and less time and hassle dealing with HR details.”
3. State facts rather than promises.
Promises are only meaningful to people who already trust you, and that list probably doesn’t include prospects who aren’t yet customers. In fact, most people view a promise from a stranger with skepticism if not outright suspicion.
It’s more effective to provide a quantitative, verifiable fact that creates credibility.
Before: “You’ll love our dedicated account managers, comprehensive inventory, reliable delivery and competitive pricing.”
After: “Our customers save as much as $100,000 a year when they purchase directly from our account managers.”
Joe Pulizzi over at the Content Marketing Institute recently shared a fascinating video presentation from Coca-Cola about their upcoming marketing strategy.
The short version?
Content marketing has arrived.
For more than 100 years, Coca-Cola has been one of the world’s foremost practitioners of what they call “one-way storytelling.”
(You and I call that an advertisement.)
But Coke — in the form of their brilliant VP of global advertising strategy, Jonathan Mildenhall — is looking around and realizing that the 30-second television ad won’t take them where they want to go next.
To do that, they’re turning to the tool that’s quickly becoming the most important strategy for smaller businesses — content marketing.
For anyone who still thinks that content marketing is some kind of fad, take a look at the thinking (and dollars) going into Coca-Cola’s marketing strategy, aimed at doubling worldwide consumption of Coke by the year 2020.
The videos are compelling, but they’re also packed with advertising jargon that can be about as intelligible as Klingon.
And yet, this is a peek into a great marketing and advertising mind — and there are some juicy strategies we can carry off and implement in the real world.
Here are a few of my favorite ideas from Mildenhall’s presentation
The term “content marketing” sounds like a hip buzzword to describe the latest marketing craze, but in reality, the concept has been around since the first newsletters came rolling off the presses.
And if there’s one single reason why companies around the world continue to incorporate “content marketing strategies” into their yearly plans – it’s because it has been working for hundreds, if not thousands of years!
Let’s go over a short recap as to why content marketing is a good marketing strategy to employ for today’s online audience:
- Show You’re an Authority on a Subject – When you offer unbiased and valuable information on a given subject matter, you earn trust with people who visit your blog or website. And as well all know, increasing the trustworthiness of your brand, tends to increase business.
- Search Engine Traffic – Ten years ago, piling on content was a surefire way to grow traffic, but thanks to content farming and Google catching on to other SEO trickery, it’s not that easy anymore. However, the more content you create, the more search engine traffic you will accumulate simply because you will be increasing your longtail search visibility. But more importantly, well written content gets linked to – and backlinks are vital for climbing search engine rankings.
- Build Your Marketing List and Readership – And as you commit to writing great content day in and day out, hopefully you are building up a list of readers whether it’s through Twitter Followers, Facebook Fans or email and RSS subscribers. As your marketing list grows, the more flexibility you have to promote and share offers to your subscribers.
The following resources below will help anyone learn about why content marketing is important to any business and how to get the most of it.
For Beginners
For beginners to people looking for primers on content marketing, these links will get you on the right track.
1. What is Content Marketing – Copyblogger’s introduction to the world of content marketing. If you don’t know what content marketing is, then this is the perfect place to start.
2. The Beginner’s Guide To Blogging & Content Marketing – Learn how to source freelance writers, promote your content, and more with this free e-book.
3. Creating Consistent Content: A Content Marketing Plan – This post will help you create a content marketing schedule and (hopefully) stick to it.
4. Why You Need To Be Doing Content Marketing – This post outlines 10 content marketing goals worth pursuing.
5. The Time For Content Marketing Is Now – A call to arms post on why you need to be jumping on content marketing now. Post also includes stellar examples of content creation done right.
6. The Periodic Table of Content – Types of content broken down into ‘elements’ on a periodic table. An easy way to look at what types of content there are and approximately how long each type of content should be.
7. 7 Content Marketing Myths: Selling the C-Level – It’s not easy to get executives to buy in to new marketing initiatives – use some of the tips in this post to learn how to sell the c-level on content strategy.
8. The Content Marketer’s Guide To Web Content – This is an introductory post to the different types of content on the web with some examples of where + how you can use them. If you ever need a primer on content, this is the post to refer to.
“The On-Demand Brand: 10 Rules for Digital Marketing Success in an Anytime, Everywhere World” characterizes the challenge of demanding attention from a new generation of consumers who want what they want, when they want it, and where they want it. Here are the new marketing rules I support:
- Insight comes before inspiration. Innovative marketing starts with customer insights culled from painstaking research into who your customers are, and how they use digital media. Then it’s time to innovate through the channels or platforms that are relevant.
- Don’t repurpose, re-imagine. Digital quite simply is not for repurposing content that exists in other channels. It’s about re-imagining content to create blockbuster experiences that cannot be attained through any other medium.
- Don’t just join the conversation, spark it. Create new online communities of interest, rather than joining existing ones. Ask why it should be, and why customers should care. Then give them a reason to keep coming back. Keep it real, social, and events-based.
- There’s no business without show business. Remember Hollywood secrets. Your brand is a story; tell it. Accentuate the personalizable, own-able, and sharable. Viral is an outcome, not a strategy. Make people laugh and they will buy.
- Want control? Give it away. Several companies, including Mastercard, Coca-Cola, and Doritos have let customers build commercials and design contests, with big rewards for the customer and for the company. That’s giving up control, with some risk, to get control.
- It’s good to play games with your customers. Games are immersive, but shouldn’t be just a diversion. They need to drive home the value proposition. Don’t forget to include a call to action, like leading people to the next step of the buying process.
Video has become an essential marketing tool. It’s a great way to tell your story, show the human side of your business and communicate highly complex ideas in an easy to digest manner. But while video has the power to deeply engage, it also has the power to bore the viewer to tears—and creating compelling video is different than writing, say, a compelling blog post.
Starting a camera and spouting out a thousand words of brilliant prose does not make a compelling video. There are proven techniques and tools that can help make your videos engage, hold attention and wow the viewer. Here are 10 tools that can help you get started.
1. Prezi. This is a interesting take on the slide presentation as it allows you to create one giant and more easily connected idea and then use the tool to zoom, pan and fly all around the presentation to create a really dynamic feel. It’s not the easiest tool to master, but check out some of the incredible examples on the site to get inspiration.
2. YouTube Editor. I like this tool because it’s free, and because you’re using YouTube to host and stream your videos anyway, it gives you some nice editing capability right in YouTube. You can also add annotations and transcripts to your videos making them more SEO friendly.
3. Camtasia. This PC and Mac desktop software is the market leader in the screencapture video world. Screencast videos are a great way to demonstrate how something online works. Camtasia has some nice features that allow you to add focus to areas on your screen as well as annotations and URLs.
Every once in a while consultants are challenged to put their ideas into practice. Such was my experience this week. Colleague Shel Holtz, ABC and a co-host Neville Hobson, ABC, host a podcast “For Immediate Release” twice a week. This week, Shel invited me to join another measurement guru, Angela Sinickas, ABC as the featured guests on their regular podcast.
For the past year, I have been advocating that communication and management leaders need to include blogs, wikis and podcasts in their arsenal of communication channels. Blogs have been a relatively easy sell. They have increased in visibility, value and usage. Wikis are still a bit of a mystery but there is a small awakening there. Podcasts, on the other hand, are still in the incubator. The innovators and the early adopters of new ideas are just beginning to warm up to the concept.
Podcasting evolved with the birth of Apple’s iPod and the ability to publish audio files on the internet. A podcast is simply and audio blog. The audio files can be accessed on the internet and aspiring broadcasters can self-publish or ‘broadcast’ radio style programming using the internet as the distribution channel. Unlike regular radio, the podcasts can be accessed, downloaded and played by anyone, anytime, anywhere.
Podcasting began in the fall of 2003 and really became a growth phenomenon in late 2004. Shel and Neville launched “For Immediate Release”(FIR) in January 2005. Their listening audience has been growing in leaps and bounds. Their focus is on issues and innovations in communication and public relations. Shel brings a North American perspective from California and Neville from Amsterdam.
Each podcast is accompanied by a detailed guide to the content of the podcast – about one hour in length. Each topic has a time code so that you can select pieces of the broadcast rather than listening to it all in one sitting. Every person, topic and organization mentioned in the podcast is listed in the notes with links to relevant web sites. “For Immediate Release” is a model for others considering getting into the field.
It will only be a short time before enlightened organizations start using this new channel for communicating with customers, suppliers and employees. It has huge potential with its advantages of immediacy, convenience and consumability. It is the ultimate commuter’s communication channel as you sit in the bus, train or traffic jam listening to a podcast that you have downloaded in to your iPod before leaving home or the office.
So how did Angela and I do on our podcast? Well hear for yourself. The podcast was published in the June 22, 2005 edition of “For Immediate Release”. You can find the podcast at http://www.forimmediaterelease.biz with the detailed podcast notes. So you can listen to it all, select the parts that interest you or just see what this new communication channel is all about.
There is a link for comments at the end of the notes just like a blog. Give us your feedback and let us know what you thought of the issues we discussed.
Tudor Williams
It’s that time of year when us pundits make bold predictions about upcoming trends in 2011. I had considered putting on my Nostradamus cap and making some reputation management predictions, but then I discovered my fellow reputationista Dr. Leslie Gaines-Ross had already staked-out that turf!
Oh well, I’ve never been one for predictions, anyway. So, how about some certainties instead? Some solid, often unwritten, rules of reputation management that will pervade 2011–and beyond?
OK, here goes!
Law #1 – Everyone has an online reputation
We all have an online reputation to maintain. Don’t believe me, go ahead and “Google Yourself”–I promise you won’t go blind! Even if you don’t find anything written about you, then that’s still your reputation–or lack thereof. In 2011, you should make sure that what’s found in Google, Facebook, Twitter et al is something you’d be equally comfortable showing your mom or your boss!
Law #2 – Your reputation is an extension of your character
It doesn’t matter how hard you work on managing your reputation, it will only ever be as solid as your actual character. Tiger Woods had a reputation of being the greatest golfer–and a family man. His character revealed otherwise. As Abraham Lincoln once said,
“Character is like a tree and reputation like its shadow. The shadow is what we think of it; the tree is the real thing.”
Law #3 – Every reputation has an achilles heel
While Toyota may have spent years telling us that its cars are the most reliable in the world, sticking gas pedals told a different story. In fact, even though Toyota tried to deny the increasing incidents of sticking accelerators, its customers were the ones steering the car manufacturer’s reputation in another direction. Instead of denying the issue, Toyota should have been the first to recognize it! When you recognize and acknowledge your weaknesses, before your customers, you have the opportunity to craft a response before the public outcry. Do you know your reputation’s weakness?
Law #4 – Listen twice, act once
OK, so I’ve plagiarized this from the saying “measure twice, cut once,” but it’s appropriate, when it comes to listening to your customers. I tell our customers at Trackur that they should spend twice as much effort on listening as they do responding. It’s too easy to simply jump in and reply to that tweet or Facebook post–without fixing the underlying problem. Instead, you should spend time actively listening to the feedback you’re collecting about your reputation. Listen for trends. Listen for opportunities. Listen, listen, listen–ok, that was three listens, but you get my point. When you actually take onboard what your stakeholders are saying about your reputation, you do more than just fix a problem, you make sure you fix the underlying issue that created the problem in the first place! GAP’s customers weren’t so much angry that the company’s logo was changed, they were mad that the company hadn’t initially thought to listen to their feedback–a decision the apparel company quickly reversed!
I’ve always considered myself a public relations professional by trade. Even when the general perception of PR isn’t all that good, I still try to advocate for stronger ethics, better measures and more honorable tactics than those that give the industry an iffy reputation. But despite the last several years of trying to help many of my colleagues better understand that blasting and lists and impersonal communications is not only generally not effective but under certain conditions illegal, too many still don’t get it.
So let’s review … and this time pay attention:
- If you email a blogger, media member or otherwise individual with a pulse and they do not know you and didn’t ask you to email them, you are — at most — introducing yourself. If you do anything more than that, you are spamming them.
- If you email anyone for a commercial purpose — and outreach on behalf of a company or organization is for a commercial purpose — your email and company or firm is subject to the CAN-SPAM act. As such, among other things, your email has to have a “clear and conspicuous” explanation of how to to opt-out of your emails. By the way, you also have to clearly identify the communication as advertising. And if you think PR isn’t advertising in this case, roll the dice. I’m sure a judge won’t agree with your COM 204 professor’s definition. And PRSA is understandably nut-less, all but endorsing email spam, when it comes to their official reaction to this notion. (Thank you for prodding them, Josh.)
- Media database companies cannot possibly update tens of thousands of media member’s contact information or preferences to the extent you can rely on them to not get you in trouble with a blogger who agrees with the first two points. Automation, even using companies claiming to have awesome data to drive it, is not cool.
- Yes, this makes scaling your media outreach next to impossible. But that’s a good thing. Your “list” is supposed to be a list of personal contact information for people you know and have some sort of professional relationship or contact with. They should be glad to open your emails. Any list that is more than that is one that should comply to No. 2.
Yeah, I know it sucks. I used to think PR was easy, too. I’d download my list of 400 outlets that qualified under my target parameters, copy and paste my press release and hope like hell for some pick up. I’d follow up and call about 15 key media outlets and develop the relationship part, maybe get 5-6 of them to bite on the story, along with the 2-3 dozen small town newspapers that were so starved for content they copy-pasted my release, and made my clients or bosses happy.
You’re in the communications business. Communications wasn’t meant to be one to many. It’s unnatural.
3. Write like a person, not a professor. A blog isn’t a lecture. It’s a snapshot of your perspective on a topic. That means it has your voice. Your personality, stories, examples and sometimes silliness. People do not connect to the information only; they connect to the author. Blogs are not Wikipedia entries, they are mini-monologues, (dialogues if people post up comments), that are first person narrated.
4. Give access. By offering a way to connect back to you directly, you give people a chance to get to know you better, get more information and value and choose to hire you. Regardless of whether your business grooms animals, gives cooking classes, does bookkeeping, makes parts or services vehicles, if people see you as someone they connect with and whose information is helpful, they will want to connect.
5. Share everything. Give away your ideas, your thoughts and insights. It was hard at first for me because I thought, “I sell my intellectual property, so how will I make any money if I give it away?” Over time I learned that if people find your ideas valuable, no matter how many you give away, people will still want more and be willing to pay for them. Of course, you have to have a way to monetize your business, but in creating a brand and connecting to your market, don’t be afraid of free. Just make certain that as you build your business, for those people who want to dive deeper or get individual assistance, you have a way to charge for that work.
Why do weaker creative brains have a tendency to steal in broad daylight, and why is big money spent in promoting look-alike names, despite knowing full well that these names are stolen from other famous brands? Is it really human nature or just sheer stupidity? Unfortunately, some lack the basic skills for recognizing The Three Golden Rules of Naming.
Millions of entrepreneurs and thousands of account executives from major ad agencies all over the world are losing their sleep these days, most sleepwalking in search of new names with some extra “OO”s to ride along with the success of Google’s name.
During the day, they daydream about coming as close to this name as possible. Copy, modify or steal, who cares, as long it as sounds like Google. OOGLE, BOOGLE, FROOGLE, NOODLE, POODLE, CABOODLE, who cares? Just leave the Google brand name alone.
Look-Alike Names
Why do weaker creative brains have a tendency to steal in broad daylight, and why is big money spent in promoting look-alike names, despite knowing full well that these names are stolen from other famous brands? Is it really human nature or just sheer stupidity?
Unfortunately, they seriously lack the basic skills necessary to recognize The Three Golden Rules of Naming:
- Rule One: Do not hide under someone else’s umbrella, you will still get wet. Don’t be a copycat. It is very bad to copy or borrow from an established identity. A look-alike, sound-alike name, resembling the personality of a powerful, established, legendary name would be fruitless in the long run. Stay clear of legendary names.
In the current battle with Froogle, Google has the full right to challenge as the spelling of frugal was changed to appear like Google’s. Just like in the past, Apple, as in computers, faced copycats called, Pineapple, Banana and Cherry, but all perished in the copycat game. There were also Boohoos, UHOOs after Yahoo. Creative agencies love to steal. That is why there are ALTIVA, ALTIPA, AMTIVA, by the hundreds or ENGENT, PANGENT, and CANGENT. Ever wonder why most cars, beer, banking, medicine commercials are just the same? The corporations pay millions and do endless research that is all wasted in the end, as the resulting names or ads are always just the same. Surely, they are not all out of new ideas — or are they?
- Rule Two: Creativity is a spark of genius. Over-creativity can cause fire and damage. Don’t get too creative. Do not twist, bend, stretch, exaggerate, corrupt or modify alpha-structures to their extremes in naming. It might result in difficult, confusing, unpronounceable and only silly names. Avoid overly creative solutions. Studies have shown again and again that most ad commercials or strange branding themes and names, which surely win top awards from their peers, are simply shut out by customers. Next time, just check the top 10 most-awarded campaigns and their related sales performances. Here, raw creativity is rewarded whether it rings clients’ cash registers or not.
- Rule Three: Work locally, think globally and name universally. Do not short-change. No matter how small or local the project, think of the future and think of this small planet. A name is only good when it is free and clear to travel around the globe, without encountering translation problems or trademark conflicts. Name for the universe. Ninety-five percent of the corporate and major product names will fail a test of global protection and suitability. It is so easy to have a global name identity.
Clarity Needed
Global branding and rules of corporate branding in just about every sector are faced with the massive proliferation and commoditization of leading brands. This factor alone demands clarity in the name identity and a precise definition in the marketplace. Copying and stealing famous names is the first step to a big failure.
Globalization is at a serious crossroad. Nationalistic posturing is demanding localization of brands at a much faster rate. At the end of the day, global corporate nomenclature is the most sought after issue of any serious branding exercise. This process is not to be confused with name branding exercises that are primarily looking at global directories and stealing famous name ideas by changing a letter or two, all in the name of big branding.
Creative agencies should pack up all gear, leave the success of Google’s name alone, and wake up and smell the coffee.
If you’re the head of your company, you have to be able to define not just what your company does, but why it does it.
Having difficulty? That’s normal. You can blame it on the way your brain works. The part of the brain that contains decision-making and behavior doesn’t control language, so when you’re asked questions about why you do what you do, it’s natural to get tongue-tied.
That’s where great leadership comes in. Leaders are required to put in to words what a group does; they’re required to cross over between the decision-making and behavior sphere and the language sphere. Leaders are great because they’re good at putting feelings into words that we can act upon.
So it’s up to you, as company leader, to define your “why.” Here are four reasons you should, if you want to survive as a company.
1. Your company’s “why” generates loyalty.
Apple can sell phones not simply because they have the smarts to make phones; every single one of their competitors can make phones too. What gives Apple permission to sell products beyond computers is the fact that it doesn’t define themselves as a computer company; rather, it is a company that stands for something. It represents an ideal: Down with “the man”; attack the status quo; champion the individual.
As long as Apple’s products are consistent with its cause, the company has the freedom to do things other companies cannot. Those who identify with Apple’s cause, in turn, will say they “love” Apple–even if they think it’s because of the products.
2. Organizational success (or failure) often dates from inception.
Most great companies were founded by a person or small group of people who personally suffered a problem, went through an difficult experience, or had someone close to them face a tricky challenge–and then came up with a solution or alternative. That original solution to that original problem is what they formed their company around; it’s why they do what they do.
Organizations that just look to capture some market opportunity, or are born out of some market research, often fail (or else need endless pools of money to keep going). No one has passion for a problem revealed in market research. People have passion to solve their own problems or to help those they care about.
When creative concepts collide unexpectedly, this sudden accident incubates a branding process, which can result in a random selection of a weird strategy. This gives birth to an extreme name identity, whereupon a major advertising process kicks in. All things are combined — shaken, not stirred — and that’s how we refer to today’s trendy branding. To avoid a catastrophe, we must first learn the secrets of the various branding tricks and become aware of the bigger risks.
Right now, in good old England, they have big corporate brands like EGG, as in ham & eggs, http://www.egg.com; ORANGE, as in juice, http://www.orange.com; and THUS, as in “thus far, this Scottish Telco is still having difficulties,” http://www.thus.net.
Wandering Off the MMap
And then there’s MMO2, a very big telecom name in the UK, created as a cute play on the then very popular millennium year 2000. It was fashionable to use the Roman numerals for 2000 at the time, and so MMO2 came into being — but it soon became outdated in 2003, 2004 and 2005. Now they’ve just dropped the MM to be proudly rebranded as O2, as in oxygen, at http://www.o2.com.
Naturally, you would need oxygen after such a mm-mega surgery. Accidental naming can create a lot of crashes and cause injuries during the long term care of a major brand.
There is also GO, as in go where? And NOW, as in right now. ETC is also supposed to be a gentleman’s gentleman-type magazine for very straight-up guys.
The influence of such strange and experimental naming is also spreading outside of England. In Australia, Quantas airlines almost called their no-frill airline Oi or Oz air, but settled on JetStar, a name already used by so many others in aviation. In Asia, there is now a short-lived fad for two-lettered corporate identities. And no, you can’t ever find them on search engines.
Dancing in the Air
Here in the U.S. we have TED airlines, as in what’s left of United. With only one single peanut per passenger to offer, United Airlines so brilliantly chopped the Uni from their name to come to this unique invention of TED. Like, half the airline with half the things chopped, except the engines, of course. That deserves half an entry in the half-naming hall of fame. Just as Blue, Jazz, Tango and Song airlines are trying to dance in the air, so TED is now attempting its trampoline routine.
It seems that all over the globe there is a rush to find four-letter words for airline brands. Is this the revenge of the disgruntled flier? Maybe. The fact is, airlines are in the fast-chopping mode.
“Cut everything in half and than half again; do it slowly and do it painfully.” Of course they all are losing big money. Who could be surprised about their losses? But one could question the old branding fanfare. To frequent fliers it became obvious, way before the 9/11 tragedy; it all started with the peanut packets being replaced by one single peanut. Now all you might get is just a picture of a meal, a great take-home souvenir.
The peanuts and monkey business are almost over — now you even pay for a cracker and dare ask for butter. All you are allowed is simply to dream of demanding an extra satin pillow with silky blankets. Today, the stage is nicely set to get a greyhound bus service in the air. Cut the washrooms, give them a used parachute. The naming of airlines has taken a major turn from country-specific to discount-coupon-specific and from first-class to no-class. While Asian airlines are boosting super luxury classes, here in the U.S., it is time to fly a TOM or a DICK or a HARRY. Thank you, Britannia, we are amused with these yoyo monikers.
The Global Wordplay
Real advertising was invented in England, and let’s face it, they are great at it, just like the global branding that came out of Japan while America provided the largest arena to play out the branding games.
Meanwhile, our good old McDonald’s in the U.S. is unhappy about McJobs being included as a word in the OED, the Oxford English Dictionary, mother of all the English words and a slap to the French because their Larousse dictionary is poorer by a few thousand French words. Wow, we have more four-letter words than the French — merde.
To Big Mac, the jobs of “Flippin Engineers,” “Moppin’ Mechanics” and “Latrine Sentries” are not to be laughed at. True, Big Mac does help tens of thousands at entry-level jobs and helps students as well. Somehow they later become very obese and try to sue them — in revenge?
Here is a new twist: the fast-food freedom fry, fatty chow-maker now wants to sell children’s clothing and introduce McKids in a big way. Why not go for McSleep: Eat and sleep and complete the life circle — indeed, a million dollar tag line on Madison Avenue. Watch out for the naked kids running around at the golden arches drive-ins exchanging and re-fitting pantaloons — French, that is.
America is better off with business name brands, which give us a clear advantage, provide global identity and a leadership position, rather than just simple English words from the dictionary that can get lost in the crowd. Name wisely, or just go to McSleep.
There is a commodity that is at the core of our work in the communications field, and the related fields of marketing and advertising. Without this commodity, we could never hope to wield influence. Unlike oil, it is a resource that will always exist, yet it is finite; there is only so much of it to go around. This commodity is attention.
In an information/knowledge economy, attention is at the heart of just about everything. If people pay attention, you have a shot at getting your message across. If they don’t, if they choose to focus their attention elsewhere, you might as well be firing your messages into deep space. What’s more, given the nature of the Net, you can identify what people are paying attention to and use that information.
It’s interesting to reflect on the term “pay attention.” “Pay” suggests some kind of barter arrangement. When I pay money for something, I expect to get something in return, whether it’s a pack of chewing gum, a new laptop, a novel, whatever. When I pay heed, I also expect something in return, such as information of value. As more and more organizations jockey to attract the attention of key audiences, what are they giving in return? Are they even thinking in terms of an exchange? And what of those organizations that use services like Technorati and PubSub to identify where people are focusing their attention in order to use it to better hone their own messages? Are they employing any ethical guidelines to their application of the information they obtain?
These questions are new to the information age, but a non-profit organization has been launched to advocate on behalf of the people who own the commodity organizations crave. AttentionTrust maintains that individuals own themselves, their data, and their attention. Further, this ownership assumes certain rights:
- Property—You own your attention and can store it wherever you wish. You have control.
- Mobility—You can securely move your attention wherever you want whenever you want to. You have the ability to transfer your attention.
- Economy—You can pay attention to whomever you wish and receive value in return. Your attention has worth.
- Transparency—You can see exactly how your attention is being used. You can decide who you trust.
AssociationTrust defines attention, in part, as
…the substance of focus. It registers your interests by indicating choice for certain things and choice against other things. Any time you pay attention to something (and any time you ignore something), data is created. That data has value, but only if it’s gathered, measured, and analyzed. Right now, you generally lack the ability to capture that data for yourself, so you can’t benefit from it. But what if you could? And what if you could share your data with other people, who were also capturing their own data, or if you could exchange your data for something of value with companies and other institutions that were interested in learning more about the things that interested you? You’d be in control–you would decide who has access to what data, as well as what you’d accept in exchange for access to your data.
The site also includes links to some research and writing on the subject of attention.
The mission of AttentionTrust isn’t clear, and its activities aren’t defined, but the association is inviting memberships for those who are willing to abide by the four principles. In any case, this is no fly-by-night group. The volunteer board includes the likes of ZDNet columnist and attention advocate Steve Gillmor (president), Nick Bradbury, designer of the FeedDemon RSS newsreader, Seth Goldstein, Clay Shirky, and Mary Hodder, among others. Since there’s no dollar figure attached to membership (other than a suggested $25 donation), I’m signing up if for no other reason than to see what comes next.
In my “Writing for the Wired World” workshops, I begin by pointing out a fundamental difference between business websites and everything else on the web. When you build a family site (birthday party pictures and the like) or a fan site (if you love your Mini Cooper, for instance) or a performance art site (fun with Flash, for example), your visitors are happy to click here and there to see what you’re offering. When people come to a business site, however, they know exactly what they want. With laser-like intensity, they will zero in (or, at least, try to) on the answer to their question, the solution to their problem. Visitors to business sites have agendas. They’re not interested in following any links that won’t get them to what brought them.
Similar distinctions apply to business podcasting -– particularly B2B podcasting, where your customer is another business instead of an individual customer or consumer. There’s no point in pretending to be “Dawn and Drew” when your audience has come for useful business content. (Besides, if they want to listen to “Dawn and Drew,” they can. )
That said, it’s also worth noting that your listeners spend most of their time listening to podcasts other than yours. There are podcasting practices you should learn and adhere to that, so far, many business podcasts are ignoring. Most busines podcasts, for example, don’t have associated blogs. More on that later.
Not that there are a lot of B2B podcasts out there yet. I count maybe half a dozen (from Oracle, Jupiter, Eric Schwartzman, and BMC Software, for example). But podcasting is exploding and businesses are going to figure out sooner rather than later that a podcast could be a useful B2B communication channel.
With that in mind, I started jotting down some guidelines for B2B podcasting. As luck would have it, I wound up with 10:
Be relevant
If you’re considering a B2B podcast, you’ve probably already given some consideration to a theme and an audience. One of the no-brainer podcasts no business has A podcast for this audience helps elevate your content above the dozens or even hundreds of other companies sending content through traditional channels. It’s not enough to just focus on this audience; you have to add some value. You don’t need to disclose material information for this podcast to be relevant, but you should offer insights into why your organization is a worthy investment. You might, for instance, pick a focus of your R&D efforts and give it a bit more attention that usual, talk about customer satisfaction metrics, or conduct an interview with one of your thought leaders.
Under some circumstances, you might be tempted to use your podcast to address issues that have reared their ugly heads. It’s easy to view the podcast as a broad business communication tool. It’s not. Podcasting is all about narrowcasting, particularly when you’re dealing with a business audience. Resist the temptation to digress or risk losing an audience that listens because of the highly focused content you deliver. Consider IBM’s podcast, which delves into the future of some aspect of life (homes, cars, shopping) through the eyes of two company thought leaders on the subject. How many people would unsubscribe if IBM used an episode to explain its labor issues? That’s not why people subscribed.
Avoid fluff
I’ve heard some comments recently suggesting that business podcasts should be more entertaining. One pundit went so far as to suggest that business podcasts should play songs. Don’t you believe it. Someone who listens to the IBM podcast wants to know what the future holds and they want to hear it from experts working on real-world applications. Listeners to my podcast may argue, “You play music.” Yes, Neville and I play a podsafe tune at the end of every show. But we’re not a B2B podcast; there is no business behind our show. (We’re just two guys doing a podcast.) We also save the music for the end of the show, so those who don’t want to hear music can stop listening when the music starts. (Incidentally, we play music to support the independent artists whose efforts are one of the biggest drivers of podcasting and because it’s our show and we want to.)
Be infotaining
While you don’t want to turn your B2B podcast into a top 40 music show, you do want to employ enough entertainment elements to make it interesting to listen to. Solid content is not compelling if it is delivered by a lone monotonous voice. Use musical intros and outros, introduce new features, and generally take advantage of the medium. Adopt a format for your show. “For Immediate Release” is a co-hosted discussion with audio commentary from other sources. You could do an interview show, a panel discussion, or commentary by company thought leaders. Listeners get to like a format. They also like it if you shake it up from time to time.
Build and engage community
There’s a podcasting myth that suggests one of podcasting’s great limitations is its one-way, top-down nature. Hogwash. Podcasts routinely build communities of listeners the members of which interact with the podcaster. Adam Curry’s Daily Source Code offers a great example. Curry expressed an interest in biodiesel and asked for input. Listeners sent what they knew by email and audio comment. Other listeners commented on what the first round of listeners said. Curry responded and asked more questions. The biodiesel discussion has been going on for weeks on DSC. Neville and I have worked hard to make “For Immediate Release” listener-driven, with as much as half of each show based on themes raised by our listeners.
There are no competitors…okay, there are some competitors
If you spend your time bashing your competitors, your listeners will unsubscribe in droves. They’re coming for insights, not an us-vs.-them commercial. As my mother (and yours, too, probably) used to say, if you can’t say something nice about somebody, don’t say anything. In fact, if a competitor introduces a podcast or says something worthwhile in a blog, point to it. Neville and I don’t see the growing number of PR-focused podcasts as competition. We even link to them in what we call our “podroll,” a list of other communication-themed podcasts on our show blog. Just because your audience is made up of customers doesn’t mean you shouldn’t recognize the interconnectedness of the medium and your listeners’ hunger for useful and interesting content.
Not that I think Boston Consulting Group would ever welcome a new podcast by McKinsey & Company into the podosphere. Short of that, though, it pays dividends to be part of a bigger podcasting community.
Don’t advertise or sell
Nobody wants to subscribe to and download a commercial. You can brand your product, service, or company by being the provider of useful information. You should avoid turning your podcast into an advertisement at all costs, regardless of what your throwback marketing VP wants.
Be authentic
Businesses often are inclined to overproduce their media, striving to be as good as – or better than – mainstream public media. I remember talking to the manager of one company’s video production operation who said his baseline was a local newscast; his work could never, no matter what, be worse than a typical local newscast. While podcast listeners do want to be entertained, their primary interest is in content, not polish. A podcast hosted by voice talent reading a script will be dismissed, while listening to a real engineer or designer or brand manager -– replete with all his “ums” and “uhs” -– will be compelling, as long as he’s talking about something the listener cares about. (Besides, you can edit out the worst mistakes.)
Be mindful of your listeners’ time
Depending on whom you talk to, podcasts shouldn’t exceed 20 or 40 minutes. Neville and I routinely run 70 to 80 minutes. But again, while “The Hobson and Holtz Report” is about business, it’s not from a business. With a business podcast, you’re asking your customer (or prospective customer) to give her attention to your organization’s content. It’s an exchange. Don’t ask for too much of it. Make sure you fill the time you do have with something useful enough to make the exchange worthwhile.
Integrate your podcast into the blogosphere
Outside the pseudo podcasts from the mainstream media (repackaged pre-broadcast radio content), you’ll be hard-pressed to find a podcast that doesn’t have an associated blog. So far, most of the business podcasts haven’t emulated this practice with the exception of GM, where the Fastlane podcast is just part of the Fastlane blog. Your podcast blog page contains show notes, another tactic common among indie podcasters but missing from businesses. Listeners appreciate the hell out of good show notes. Most important, but inviting comments on each show, you more effectively build that community of listeners naysayers insist you can’t build with a podcast.
As I said at the beginning, I’m sure I’ve overlooked some important guidelines. What have I missed?
Over the weekend, I finished switching my Web site over to a new content management system. I had been using Mamboserver, but wasn’t as thrilled with it as I thought I’d be, so I switched to phpWebSite, which is a vast improvement. Interestingly, on the heels of the switchover came some input that suggested, perhaps, that static Web pages are a thing of the past in light of the conversational nature of blogs. Are static Web sites (and, for that matter, magazine ads) dinosaurs that should be consigned to the dustbin of communication history?
I’ve given this extensive consideration, weighed the implications, and reached a conclusion:
What a crock.
If we’ve learned anything over the last several years, it’s that all new media and communication channels are additive. I would defy you to name one-ONE-new medium that has outright replaced an older one. These predictions have always accompanied the introduction of a new channel. Radio was supposed to replace print. Television was supposed to replace radio. Now blogs are supposed to replace Web sites.
The truth is, new media channels assume the roles for which they are better suited than the older channels. And the older channels adapt to do what they’re best at. Consider television. Before TV, radio consisted of programming that included dramas and comedies, soap operas, game shows and variety shows (from “The Green Hornet,” “Inner Sanctum,” and “The Shadow” to “Texaco Star Theater,” “Beat the Band,” and “Quiz Kids”). When TV came along, these kinds of shows quickly became TV staples because they were better as visual presentations. Did radio die just because “Days of Our Lives” was no longer part of the programming mix? Nope. Radio adapted into a channel for programming that was better as audio.
Today, newspapers are struggling in the face of challenges from blogs, online classifieds (e.g., Craig’s List and eBay), and online news channels, but I don’t for a minute believe newspapers as a medium will vanish. There’s too much evidence suggesting that people scan Web content but read paper.
Some newspapers that don’t adapt will certainly perish. But smart publishers will figure out how to evolve their publications into something that is just better on paper than it could be online. New newspapers with fresh approaches that leverage print’s inherent strengths will appear. These will thrive.
E-mail is another example. Think back to when e-mail was first introduced at your workplace. Did IT simultaneously remove your fax machines? E-mail became a new alternative, not a required replacement.
So what’s the benefit of a static Web site or a magazine ad?
Let’s start with the Web, and let’s look at the Microsoft Office campaign that Steve Rubel wrote about. I agree completely with Steve’s assertion that Microsoft has wasted an “opportunity to use what I call ‘conversational marketing’ – e.g. blogs, podcsating and RSS.” But that doesn’t mean there should’t be an associated Web site. Once somebody has engaged in a conversation, there should be a place to go where they can quickly navigate to information they need. Remember, good Web sites are built on principles of information architecture, easy retrieval of information. Further, information found on the static site may well be what leads someone to want to engage in a conversation.
(By the way, the special Microsoft site, with its slow-loading Flash and streaming video files, sucks. It looks like it could have come from one of those extinct Web design companies of the mid-1990’s. And no, I’m not suggesting that Steve ever said there should be no Web site at all; Steve gets the idea of integrating all appropriate media to achieve a business
outcome.)
Another example: government sites. With the ocean of information available, do I want to engage in a conversation just to find, for example, how to get a camping permit in Yosemite? Well-constructed Web pages are far more
useful: Click, click, there’s my answer. I don’t have to wait for somebody to respond to my post. And let’s not forget commerce sites from Amazon.com to the online stores at places like Circuit City or Home Depot. Adding customer service blogs to these is a great idea. Replacing them with blogs is, well, dumb.
And what about magazine ads? People still read magazines; print still rocks.
And if you can create the awareness that drives readers to an online conversation, increased share of market follows.
Finally, it’s still worth noting that, according to the oft-cited Pew report on blogging, only 27% of the online adult population in the US reads blogs at all. That’s an impressive number, but it’s still a fraction of a company’s total potential audience.
You’ll find no bigger advocate for the social customer, the business/audience conversation, and the value of new communication channels than me. To achieve genuine and meaningful business results, however, it’s important to temper enthusiasm with practicality. Blogs, RSS, podcasts, and wikis are exciting and important and transformational, but they are a part of a larger communication landscape. Communications that integrate them will be far more successful than those that rely solely on them.
To bring this full circle, that’s why I have a Web site, a blog, a wiki, and a monthly e-mail newsletter. I can engage people in my blog. But someone who wants to know what my intranet audit service entails can find that in two clicks on my Web site. (I still get a lot of business that way.) People who don’t read blogs remain aware of me through the newsletter, which is also posted to a separate blog so I can distribute it as an RSS feed. I have an RSS feed of the news items on my Web site’s home page. I have no plans to give up my site and go blog-only any time soon. Each serves its purpose. And all is right with the world.
I have had a few opportunities to hear Fred Garcia of the Logos Institute discuss reputation management/crisis management issues. Fred does an excellent job in translating deep thinking into the bite-sized chunks I seem to need more and more to internalize heady concepts.
I was delighted to hear Logos entered the blogosphere awhile back. I was always of the opinion that, if they decided to do a blog, it would be a good one.
Social networking offers significant opportunities for organizations, but things can go awry if you don’t do you homework. Homework that requires multiple sources and points of view. The Logos blog might be a good one for you to include in this mix.