Raleigh’s Social Media and Tech Community share 2011 Predictions at TIMA Summit Party

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Last Thursday night I attended the TIMA Summit Party – the only afterparty for the Third Annual Internet Summit in Raleigh, North Carolina. Quickly becoming one of the largest internet conferences on the East Coast, the Internet Summit was a near sellout this year with an estimated 1500 attendees!

Bringing together Internet executives, senior marketers, entrepreneurs and investors, this years speakers represented companies like Google, Microsoft, Salesforce.com, Yahoo!, Go Daddy, AutoTrader.com, and more. Speakers presented on topics ranging from Social Media, to Mobile, Online Video, Cloud Computing, Real-time, Analytics, Online Advertising, and E-commerce.

The TIMA Summit Party was also a huge success! Hosted by TIMA and co-sponsored by DesignBox – who provided the awesome venue – and MediaTwo Interactive, some have said this year’s party was one of the best events tied to the Tech/Social Media community of Raleigh.

The following video offers a small taste of how great the event was and features a few of the party attendees sharing their predictions for 2011. What do you think will be the hot trends for 2011? What do you think about some of the predictions shared in this video? Share your response in the comments section below – and thanks for watching!

Persuasive Picks for the week of 11/15/2010

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How the Fortune 500 Uses Social Media
Entrepreneur magazine columnist & contributing writer, Mikal E. Belicove highlights the results of a recent report on social from the Center for Marketing Research at the University of Massachusetts Dartmouth

The Real Power of Inbound Marketing
Jay Ehret from The Marketing Spot gives a brief breakdown of Inbound Marketing and shares its importance through a story of personal experience with his own business.

Social Media Responisibility
Mike Myatt shares a truly scary story about social media’s frighteningly blurred lines when it comes to online/virtual behavior versus living responsibly in the real world.

9 Must Have Gadgets for Social Media Nuts
Adam Mills provides some helpful holiday gift giving suggestions for that social media addict in your life, in this post on TheNextWeb.com.

Social Media and Blogging: The Common Sense Approach
Chris Crum shares highlights of an interview with Unmarketing author Scott Stratten, conducted during this year’s Blogworld Conference, in this post on WebProNews. The full interview is included here:

 

 

Four Loko Divorces Social Media

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Four Loko – aka Black-Out-In-A-Can – aka Liquid Cocaine – is causing quite a splash nationwide. If you haven’t heard of it, it’s the alcoholic energy drink – already been banned in Michigan, California, Washington, Utah, and now Massachusetts – the most recent state to jump on the “anti Four Loko” bandwagon. For the economical price of $2.50, college students (its target audience) can buy a twenty-four ounce can that is equivalent to four beers, a red bull and a shot of espresso. Four Loko is owned by Chicago-based manufacturer Phusion Projects – founded in 2005 by three Ohio State University friends who were looking for an alternative to Red Bull and vodka. In fact, Four Loko is blamed for causing severe alcohol poisoning for nine students at a college party in Central Washington University—one female student nearly died*. Now, the Food and Drug Administration is getting involved by issuing a warning to all manufacturers of caffeinated alcoholic beverages that they need to either pull product – or prove their products are safe.

However, the real buzz involves the egregious PR blunder by Phusion Projects issuing a press release regarding being unfairly blamed for the Central Washington University incident. The company clearly states that they have “taken a unique position and made a conscious effort to reject the social media marketing tactics that other companies embrace – including many of our competitors. There is no company-sponsored “Four Loko” Facebook page or YouTube channel.”

BrandChannel didn’t buy this statement. The brand guru resource launched an investigation into Phusion Projects bold statement and after some sleuth work— revealed some interesting social media marketing campaigns involving Phusion Projects. The article uncovers how the brand tried scrubbing its former marketing messaging on Fourdrinks.com and then points to a former “Four Shots” gallery screenshot (below) where drinkers were asked to show their “happy-face” by uploading photos with Four Loko. When questioned, the manufacturer blamed its interns for the creation of such highly professional sites.

The article continues to find more contradictions in Phusion Projects statement—finding several dedicated Facebook pages— while not technically “company sponsored,” some were issued by paid marketing representatives (aka college students) of the manufacturer. Some of these pages have since mysteriously vanished.

As much as Phusion Projects would like us to believe it has consciously distanced itself from social media and marketing to minors (hmm, bright colored cans in a variety of fruity flavors), it’s clear from BrandChannel’s thorough research that the company was involved in an orchestrated “viral” campaign. In fact, on YouTube a general keyword search returns over 5,000 results—many of them showcasing people chugging or shotgunning the drink. Four Loko music videos are incredibly popular– one by Gwop Gang has racked up over 1 million views.

In a digital age where businesses are desperately trying catch social media marketing fever, yearning to connect with their consumers through Facebook, Twitter, and YouTube—Phusion Projects found success; however, this brand’s apparent social media denial—perhaps an attempt to clean its image—is perplexing. Maybe to help counteract its negative perception, it’s time for the brand to create its own “official” Facebook page and YouTube channel. The power of social media could be valuable to Phusion Projects. It could allow them to take accountability for their out-of-control, harmful product and help prove they uphold responsible business practices.

So fellow social media hounds– what do you think about Phusion Projects social media marketing decisions? What could they have done better? Do you think there’s anything left to salvage from the Four Loko brand? Please share your thoughts in the comments below.

* Source: The Daily Record, 10/26/2010

Brand Haiku for You

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I was invited by my industry colleague and friend, Aaron Strout of Powered Inc., to participate in a fun experiment this morning. He asked me and a handful of other amazing marketing folks to share a brand haiku based on a recent experience we’ve had – good or bad. (Remember, a haiku is: 5 syllables, 7 syllables 5 syllables.)

Well, if you follow me on Twitter and were on this weekend, you likely heard about my recent experience with Toyota and specifically, McGee Toyota in Hanover, MA. It wasn’t pretty. So here’s my haiku for you based on my weekend – if you’d like the full story, read my blog post about the experience – and why it’s crucial for your sales team to understand that customer relationships are way more valuable than customer deals.

Toyota was wrong
Happy customers tell friends
Angry ones tell all

Now that the negative one is out of the way, here are two positive ones – because happy customers should share loudly, too.

Jet Blue I love you
Thanks for TVs and smiles
You get customers

Ideeli is cool
They sell lovely things to me
And they engage me

Follow the brand haiku to Bryan Person and his tribute to Nike, and see more haikus from those amazing marketers by watching Twitter for the hashtag #brandhaiku.

Thanks for the fun, creative and great idea – and invitation – Aaron! Readers, if you have a brand haiku, please play along in the comment section and on Twitter.

 

Do You Treat Your Customers Like a Deal or a Relationship? A Lesson from McGee Toyota

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What’s more valuable to your business – one customer deal or a lifelong customer relationship that results in repeat business and referrals? You’d think the answer is obvious, wouldn’t you?

My family is in the market for a new SUV. We’ve got a Toyota Sequoia that’s nearly a decade old with about 160k miles on it – and it’s time for us to get a new one. It’s been a good truck for us – so naturally, looking at new Sequoias was part of our purchasing plan. After some other research and a few peeks at various other brands and models, we narrowed our search down to a Toyota Sequoia or a Ford Expedition.

After a lot of discussions, research on both brands and price negotiations, we decided to stick with the Toyota. So my husband struck a good deal and signed the papers with McGee Toyota in Hanover, MA, on Friday. We bought our last Toyota from McGee and we have gone there for every service need for the last decade. So, it seemed to be a natural and feel-good move.

He had such a good experience with the salesman on Friday that on Saturday, after running a road race, we headed right back to the dealership with my sister-in-law who was also in the market for a new SUV.

After another great experience with the same salesman, we sat down do talk price – including an option for trading in her existing SUV (which we were driving, so the dealer could see it on the spot). The natural back and forth took place with the manager in his office (ivory tower) and the poor salesman running back and forth between him and us – trying to strike a deal.

Let me just point a few things out:

  1. We’re repeat customers
  2. We’ve been loyal customers for a decade
  3. We brought in more customers/referrals
  4. We just bought a car the day before
  5. We came after a road race – in our running gear!
  6. The point being, clearly, we were serious buyers.

As I mentioned, my sister-in-law had a car to trade in. And the manager refused to tell her the estimate for the trade in – or negotiate the cost of the car she was trying to buy – until she would commit to buying RIGHT THEN AND THERE. Clearly, that wasn’t going to happen if a) she didn’t know the value of her trade-in, and b) the bottom line cost of the car she wanted to buy, and c) her husband (who wasn’t present) had an opportunity to see the car and hear the possible deal (i.e., value of the trade-in as well as the deal for the new car after negotiation). Oh, and also – why would we commit to buying something without knowing the cost? Who does that?

This was the exact opposite experience than the day before – with a different manager (same salesman). What a shock.

After several rounds with the poor salesman – embarrassed and frustrated, recognizing we were serious buyers and repeat customers, shaking his head and apologizing – that went nowhere, we decided to get up and leave. My sister-in-law wasn’t about to commit to buying a car without understanding the costs or even the courtesy of an estimate or starting point. Why were these games necessary when we were obviously serious about buying?

Before we left, my husband (keep in mind, it was his sister he brought in and thus, he’s naturally protective) stated that he couldn’t believe the way we were being treated after having just bought a car yesterday. And he began asking about the timeframe available to us to change our minds on our earlier purchase, considering we were not only being treated rudely, and being toyed with, but the manager didn’t even have the courtesy to come out and thank us for not only buying a car the day before – but coming back the next day with another customer.

So my husband said he was going to look into the time we had to change our mind on our purchase – unless we heard from them on an estimate for her trade in soon. (Keep in mind, it’s not that he didn’t know the estimate – the salesman confirmed the manager had a price; he just didn’t want to give it to us – wouldn’t write down a number – until she committed to buying on the spot.) The salesman said “I don’t want to tell him [the manager] that, you tell him.” And my husband said, “I would if he ever had the courtesy to come out here and talk to us.”

So we walked out and as we were getting into our car, the manager finally found a reason to walk out and talk to us. He boldly sauntered to our car and walked right up to the window as my husband got out. The manager then said, “Oh, you wanna call off the deal? That’s fine, we’ll rip up the contract right now.”

SAY WHAT?

Does this bullying tactic work on others? Because it didn’t work on us. This man couldn’t give us the privilege of a face-to-face discussion when we were ready to buy another car, and insisted on playing unnecessary, old-school games with a serious customer – and then he comes out with bravado and ego and tells us he’d rather lose TWO SALES than give us a simple estimate?

What is going on here? Would YOU do this? Is this how you treat your repeat customers? I sure hope not.

I can tell you what’s going on now:

  1. McGee Toyota just lost two car sales – over ego. (Ask yourself, will your investment matter to them either?)
  2. They just lost a loyal, potentially life-long customer
  3. They showed how little their customers mean to them
  4. They created a negative brand experience associated with Toyota
  5. We’ll not only never return, and never refer someone to them again, but we’ll continually tell everyone we know not to buy from them – ever
  6. We’re now back to discussions with Ford and may abandon Toyota altogether – we’re still negotiating
  7. They showed that the value of a deal is more important to them than the value of a customer relationship.

A customer deal is great. But a salesman – especially a sales manager (or, perhaps he was the owner, which makes it even more ludicrous) – should be savvy enough to recognize when a customer is a serious, loyal and repeat customer who not only continues to give you business, but also refers others. This manager basically took the customer referral pyramid and chucked it out the window.

Am I out of touch here? Are $40-50k cars flying out the door in this economy? Are ready-to-buy customers flocking to the doors for you? Even if they were, would you treat a long time, loyal customer in this manner?

Make sure your sales team can recognize the difference between a customer deal and a customer relationship – and if you care about your business, train them to treat every customer with respect and gratitude. Even if you are in the car sales business.

Persuasive Picks for the week of 11/08/10

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Mobile Users Want Branded Apps that Are Useful, Not Just for Marketing
Thinking of building a mobile app for your brand? This ReadWriteWeb post from Frederic Lardinois highlights recent findings and advice from app development agency EffectiveUI – to point you in the right direction.

Want to Lead Corporate Social Strategy? Read This.
Scott Monty, head of social media at Ford Motor Company, shares highlights from Altimeter‘s “Career Path of the Corporate Social Strategist” report. The Slideshare version of the report is also included.

Could Facebook replace your e-mail inbox?
Mashable‘s Pete Cashmore speculates on Facebook‘s rumored plunge into the email provider space. Do they have what it takes to lure people away from the likes of GMail and Yahoo Mail? Read on for one perspective.

B2B Social Media Resources
Chris Brogan shares a plethora of great B2B resources that go beyond his ongoing collection of case studies on Delicious.

Social Media’s Impact on Offline Sales
Elizabeth Glagowski explains how social media can impact the bottom line through actual sales and provides several real world examples of businesses that are doing it right.

Client Service – Deliver What They Don’t Know They Want

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The other day one of our clients asked us for something that was relatively easy to do – something that we could have handled with a quick email response without even knowing why the client needed the information. But I tend to be nosey, so I asked. The client contact needed the information to share with superiors to show the success of a recent campaign. So, we had a choice – we could have simply delivered what was asked of us, or we could think about this further and deliver something that they did not even know they wanted – or didn’t realize they could even ask for – but that would provide greater value than expected.

We ended up delivering a document that, although it did not take much longer to produce than the original request, put the information in clear context for the client in a way that they could see not only the success of the recent campaign, but also its relation to other campaigns. We knew that this would be more beneficial and would make our client contact look good in the eyes of superiors, so we took the longer road.

I started really thinking about this and wondering how often I do this, or how often I push my teams to do this. Are we delivering what they ask for, or are we thinking about what they really need? Are we checking off tasks on our list, or are we thoughtfully delivering information in ways that will make our clients more successful?

Because, quite honestly, going the extra step on this one felt good – it wasn’t a huge deal, but it was actually kind of fun. I liked the idea of delivering a surprise to the client – giving them what they asked for plus a little bit more. And it made me think twice about how we can present what we do in a more meaningful way.

When you do a job for a long time, certain tasks can become routine or mundane, and it’s easy to just check things off. But when clients give us references or talk about us, I want them to say that we didn’t treat anything as “routine” – that we were always thinking ahead, differently and creatively. I am very proud that we have a staff here that keeps me on my toes, challenges me to do better and who aren’t afraid to push me, even when I’m the boss.

To keep us all fresh, I want to make sure I challenge myself and my teams constantly and always ask – are we just checking off boxes, or are we giving our clients everything we have? Let’s strive every day to deliver what they don’t yet know they want.

Claire Russell and Wayne Sutton at IMS10 – Gillette Stadium, Foxboro, MA – Part 2

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In Part II of my interview with Wayne Sutton, we talk all things geolocation and location based services. A self-proclaimed location based services “geek”, Wayne is the Business Development/Marketing Strategist for TriOut, a location-based services application developed to help individuals explore the Triangle area and discover its cultural treasures.

During this interview, Wayne shares great insight on the location based services market landscape, how it works and what it means for consumers. And, most importantly, what retailers and brands need to think about when considering a location-based campaign as part of their marketing strategy.

Marketers – considering geolocation or location-based services as part of your future marketing campaigns? Which services are you reviewing and why? How will location tie into your online and offline initiatives? We’d love to hear from you in the comments!

Claire Russell Interviews Wayne Sutton at IMS10, Part 1

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Last month I attended and presented at the Inbound Marketing Summit 2010 in Foxboro, MA. It was great to be back in Boston, catching up with friends and colleagues. But a true highlight of my visit, ironically (since we live in the same area), was finally getting the opportunity to catch up with Wayne Sutton – or SocialWayne as he’s known here in ‘The Triangle’ of North Carolina.

For those that may not know Wayne, he holds nearly 10 years of experience in technology and social media. He is the Business Development/Marketing Strategist for TriOut, a location-based services application developed to help individuals explore the Triangle area and discover its cultural treasures. Wayne is also a consultant, helping start-ups and established businesses succeed in understanding how to best communicate their brand strategy through social media, as well as location-based services.

In this first of a two-part series, Wayne shares three tips for new entrepreneurs thinking about launching in today’s market:

  • Hire good people you can trust
  • Build a revenue model that adds value and solves a problem
  • Try not to spend or take money if you don’t need it

He also gives his take on the Raleigh tech/social media scene.

I hope you enjoy the interview  – our Part II interview will feature Wayne talking about the impact of location-based services on corporate marketing strategies. What should marketers be thinking about as they plan their 2011 Marketing budgets? We’d love to get your thoughts/advice.

 

 

The “R” in Marketing – Marketers (and Politicians) Still Missing the Point of MRM

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I’ve been thinking a lot about the “R” in marketing lately – the relationship factor, if you will. That word has always been in CRM but what about MRM? Marketing Relationship Management? I’ve been thinking about how the best marketers today really get this – they aren’t just about pushing content or messaging, but about building the right relationships in order to be heard. Marketers have not traditionally been “relationship” focused. They have been “megaphone management” focused.

Then last night I received a long, two-sided paper letter from a local politician’s party, telling me his long tales of woe and determination and why I should vote for him. And I thought, “Wow, this is so lame. How about trying to build a relationship with me all along, not just days or weeks before a vote?” (Note – this has nothing to do with my respect or thoughts on this candidate so please don’t go there – it’s about their tactics, not my political opinions.)

Marketers (and politicians, essentially your lobbying for votes is marketing) – let’s get smarter about the R in marketing. What does the “R” stand for today and how are you implementing it in your campaigns – or, are you? If you’re in marketing, you need to be thinking about the “R factor”:

  • Obviously, the biggest marketing R is RELATIONSHIP. Just look at that word and really think about it. What does it take to build a relationship – and sustain a positive one – with someone? It takes time, effort, consistency, attention. Repeat.
  • RECOGNITION – show me that you know who I am, you care about what I like and that you recognize my purchasing (or voting) power.
  • And that you RESPECT it. Answer me if I ask a question. Ask questions of me. Make an effort to find me and communicate with me where I am – don’t expect me to come to you anymore. Even if you never do anything with my answers other than acknowledge them, I’m likely to feel a special affinity towards you because you listened and cared enough to ask my opinion or feedback.
  • REWARD – marketers are generally used to “rewarding” loyal customers and potential prospects through recognition or special deals. This hasn’t changed. But what has changed is that your rewards – or lack thereof – will be publicly talked about, blogged about, tweeted about. Make ’em good, make ’em real and make ’em consistently – your reward for doing so will be tenfold through positive, public word-of-mouth. (Another topic here big enough for its own blog post is cross-channel recognition and communications with loyal customers – a new CRM challenge.)
  • RELEVANCY – so you’re on Facebook or Twitter. Congratulations. Who are you following? Who are you enticing to follow your brand or politician? Who are you conversing with? What are you talking about? Make sure it’s relevant to me or your time is being wasted. Show me you “know” me – show me you want to talk about things already on my mind. Don’t come at me with your marketing messages but engage me in a dialogue relevant to what I have already made very clear I care about. Then, I will listen to you and your marketing messages – and maybe even try your product or service (or vote for you) – because you made an effort to relate to me as a customer, voter, prospect…but mostly, a person.

None of this may seem new or earth shattering, but I continue to see marketers every day who don’t get it. They keep pushing their news stream or blog posts or special offers without any dialogue or focus. They talk about Twitter numbers but then hesitantly say, “Oh, um, not really” when we ask if they have a strategy around building fans and followers – the relevant and right fans and followers. They don’t answer questions on Twitter unless it’s a customer service issue – which they immediately try to take “offline” – or they post content on Facebook and then don’t engage with fans who comment. This isn’t so much about the use of social media as it is recognizing the power of building stronger relationships – and how social media opens up such a huge opportunity to do so.

And, as I’ve been bantering about on my personal Facebook page this morning, I see a lot of politicians missing an opportunity to put some “Love” in their “Lobbying.” That is, to connect with a younger demographic through social media – and to use it to connect with me, to talk with me, to not just send me two pages about you, but to show me you care to know a little about me – my needs, desires, hopes and dreams as a voter. I want to get to know you as well – but, only pushing content to me – and especially only around election time – is not productive. Even politicians using social media aren’t doing it right yet. Someone stated this morning that most people wouldn’t be open to it because the assumption is that it would be an aide or a junior executive behind the social media communication. But I’m okay with that – as long as it’s clear – if it means I get to know a candidate in a way that I can relate to, that I get to see their activity, hear from them and ask questions throughout the year – on my timetable, not theirs – and if I feel connected to them. Social media is all about a connection that we’ve never had before – politicians (and marketers!) should be embracing that opportunity to build long-lasting, loyal relationships.

Like traditional marketers, I don’t think political parties are building relationships with the masses. Let me say, I hate your ads. I roll my eyes at your sign-holding-picketers over the highway or in front of the grocery store and your recorded phone messages make me want to rip the phone from the wall. I laugh – in disgust – at the money you are throwing out the window on such irrelevant, surface and old-school campaign “strategies.” I don’t want you to touch my baby, let alone kiss him, and your handshake really means nothing to me if you haven’t taken the time to connect with me, relate to me and talk to me in a day and age when there’s no excuse not to. You’re not a celebrity, so stop acting like one – come “down” and talk to me if you want my vote (or my purchase).

Marketers, social media has changed the R in marketing. It’s about relationships – that is, relating between two entities – and yes, those take time to build, cultivate and keep. But like our personal lives, the rewards are well worth it.

What do you think? Are marketers doing a good job building relationships in today’s social business world?

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