Engaging With Customers

So far we’ve talked about how to listen to our customers and how (and whether) to respond. The next step I suggested in an abbreviated strategy development process is to engage. This is hardly a new subject; I found some good case examples not long ago.

Since I believe it’s important to have a common understanding of what we’re talking about, I searched “definition of customer engagement.” I got 150,000 hits, pretty much what I was expecting. The Advertising Research Foundation’s 2006 definition is widely accepted; here is a good article with an elaboration of the definition. The common thread in the subset of the 150,000 definitions I read is that we want to encourage interaction with our customers—real give and take that adds value to the customer’s brand-related experience.

A recent publication from Alterian quotes some statistics. Note particularly the second one. Customer service experts have long known that resolving a problem for a customer can make that person more loyal than the person who has never experienced a problem. It also supports my hypothesis that the customer experience concept--if it did not grow out of what we know about customer service management--is at least a first cousin. Contemplate the steps recommended by the Opinion Research Corporation. They say the goal is a differentiated customer experience. The strategic questions are:

1. How well do our employees deliver on our brand promise?
2. What are our customer’s expectations of experiences with our organization?
3. What is the gap between our brand promise and the customer experience/customer expectations?
4. How consistent is the delivery of our brand promise across all channels of customer interaction?
5. What are we doing to deliver a differentiated experience from that of our competition, and/or in comparison to other non-competitive organizations?
6. How is all of this information utilized by our organization to close the gap between the promise and the experience to ultimately enhance the overall customer experience?

The focus on brand promise is the unifying theme—the one marketers want to embed in all communications channels, at all customer touchpoints. While this makes sense to me, it’s more operations focused than interaction focused. Getting customers to interact with us seems to be the goal; it’s not enough that they just go away satisfied.

Let me give you two quick examples. I went shopping over the weekend. I had a few staples to pick up at Macy’s; of course that led to browsing other departments and, of course, that led to buying some stuff that I only needed marginally, if at all. But I was having fun. Sales associates were being nice to me; two of them stretched the definition of “red” to give me the discount for the “Go Red” AHA promotion (note more cause-related marketing here). One associate wrote her name on the register receipt and encouraged me to evaluate my experience. I got good service everywhere I went, so I did write a review when I got home. I thought that would be the end of it, but a couple of days later I got a thank-you email from Macy’s. It’s nice to be thanked and I was interested to see my review was being forwarded to the local store. Too bad they had to spoil it with a lame subject line! But overall good try.
The second is what’s becoming the ubiquitous video contest. This one does seem to tie in well with the brand promise. You probably know Flo, the terminally perky sales rep who sells insurance “packages” for Progressive on TV. Now, apparently, Flo needs help! You can send in a video in a contest for a live tryout, presumably for a lucrative ad contract. You can watch the “tryouts” but I don’t see that viewers get a vote. They certainly are encouraged to “share.” Progressive is clearly serious about it; there have been two days of tryouts in New York already and they are taking the road show to Miami next week. The program, of course, has a Facebook page and is being promoted by Tweets from the Progressive account. As I said, these contests are becoming ubiquitous, but when the campaign needs refreshing can you think of anything better???

Macy’s tried, and I did appreciate being thanked. However, there was no real encouragement to try to get me to interact further. I do expect to get more emails though! Progressive will probably come up with another cute spokesperson—is “young” part of the strategy, I wonder? And what will they do to ensure that all the contestants go away happy, if not richer? And will they use the entries to build any kind of relationship? Keep an eye out.

And if you ever believed in “build it and they will come” forget that now. It all takes persistent effort. That’s what builds a social media strategy!

Fund Raising is Mobile and Viral

Social media and marketers have increasing roles in dealing with social issues in general and natural disasters in particular. The effects of the earthquake in Haiti are devastating and heart rending. Let me sum up some of the things I’m seeing.

• Within hours (2 or 3 maybe?) of the first news about the earthquake I saw a crawler on CNN/Situation Room soliciting mobile contributions. There are several firms that support mobile fundraising. The Mobile Giving Foundation seems to be the largest and best known; their site gives good information on how it works. According to a press release yesterday, their clients had raised over $7million--all in $5 and $10 amounts to the best of my knowledge. This quote from one of their how it works pages sums it up:

Mobile often outpaces on-line donor acquisition by a 3:1 factor. It is also clear that mobile giving represents purely incremental gifts predominately by a new, younger demographic. Donor canibalization doesn’t occur.

• Consumers are confused and wary, and rightly so. Remember all the scams after Hurricane Katrina? ABC News was quick to explain how to tell the difference in a post that I’ve also seen on the national site and a local affiliate site. That’s helpful.

• But we’ve all seen how quickly rumors and incorrect information can flood the Internet via the social networks. The AdAge article about consumer confusion points to issues experienced by both American Airlines and UPS. The latter is particularly interesting; I had just watched a video on how (and why) they had been working on their social media strategy over the past months. That kind of preparation allowed them to respond quickly to the incorrect information with correct information on their own blog. The video is 20 minutes long, but it’s well worth your time—especially if you have a brand to protect!

The Internet is flooded with reports of corporations’ pledges of help, and that’s as it should be. Perhaps also, they shouldn’t expect anything in return for doing the right thing. But as a proponent of cause-related marketing, I don’t fault companies for wanting credit. I saw Art Hogan of Jeffries securities on CNBC this morning. Before he talked about stock prices he pushed his company’s efforts which include a corporate donation, the opportunity for employees to donate a day’s salary, and the donation of all their commissions today to the relief fund. That’s a joint effort and seems to me to be all to the good. He said they had already seen increased trading volume in London and, pre-market opening, it looked as if they would see the same in the US. I checked their website and there’s nothing there. They must have gotten the word out by emailing their clients. However they did it, good for them!

What are the take-aways? First, mobile and viral have both upsides and downsides; all channels need to be monitored for both. When it’s important, get out a correction. Distribute it as widely as possible; I couldn’t find evidence of the informative blog post on either UPS’s Twitter or Facebook pages. Second, cause-related marketing is usually a long-term investment, and the Jeffries anecdote provides nice support for the belief that it does provide ROI. It’s one part of the shift of marketing expenditures from traditional media to social media. Third, today’s environment calls for rapid response. You can’t respond rapidly in social media when the need arises unless you have built a solid foundation.

And needs will continue to arise from all quarters—you can bet on that!

Will This Summer Promo Go Viral?

Here’s one with a new wrinkle (pun intended!)!


7-11’s Slurpee frozen drinks are a staple of summer. It also appears that 7-11 has a long history of seasonal promos for the product. That puts them in a strong position to develop an engaging promo for the summer that’s coming—someday soon I hope, even though it certainly doesn’t feel like it in New England!

This is another one you need to experience for yourself. It won’t take long but you may want to consider their urging to have your volume up high, especially if others nearby are easily annoyed. What you need to do is to go to the Brain Freeze Laboratory and let the intro play. The final screen invites you to Try It!

When you do, you get the Brain Freeze screen. I chose Blue Raspberry as my flavor (first image) and used their avatar—no way I was going to upload my own pic for this!! You get a cutsey little message after each “experiment,” I didn’t manage to capture that. It’s quite interactive, although it doesn’t go anywhere. 7-11 hopes, of course, that you’ll have so much fun you’ll send it on to a friend. The campaign is too new to know whether it will become seriously viral, but it’s the kind of promo that has potential, which is more than you say for a lot of them!

When I think about the great summer season promotions, I often to back to Snapple. They had a more urban, more upscale market, and they could reach a fair number by pulling a Snapple truck up to the Boston Common and giving away free product. That’s compelling, but it 's low reach.

Slurpee machines are in all 7-11 outlets (at least all the ones I’ve ever seen), so this is a much broader, somewhat more downscale market. Is it also younger? Maybe. And for the last few years they have had a Free Slurpee Day, so that’s a possible tie-in for this year also. They’ve put the Brain Freeze Laboratory up in plenty of time to build up to a major event as part of the program.

If you’ll look at the home page of the microsite, you’ll see that they have other things going on. They have a Facebook page (of course!), a MySpace page (which may say something about their target audience), a game, a Slurpee Shoppee (how precious!) in 7-11s.

It’s a well-integrated promotion that looks like it has plenty of legs to carry it through the summer season. If they are lucky (and I still think luck and timing pay a huge part), it will go viral.

They’ve got the necessary tools in place for a successful, maybe viral campaign. Why don’t you give it a try and see what you think—or what you can learn!

Social Media Countdown to the Super Bowl - Pepsi

Read the earlier installments here.

A couple of weeks ago Pepsi sent me an email (I’m on their list) and told me I could get free tickets to the Super Bowl. The email takes you to a site called Dear Mr. President that’s populated with videos from celebrities, many of whom like Will.i.am were highly visible during the inauguration itself. The idea is a group letter to the new president, and viewers are asked to submit their videos.

The videos are submitted on YouTube, so I went there and took a look. There’s obviously a lot of other stuff in the Pepsi channel, but it looks like over 3,000 videos have been submitted for the “Dear Mr. President” project.

If you don’t want to make a video, you can submit text on Tumblr. This is a site I’m not familiar with, but it looks like a collaborative blog. Interesting. But the contest doesn’t end until February 9, so it isn’t going to be over by the time of the Super Bowl. However, when I clicked on the basic link, I got a popup saying I had been entered. Maybe I could win Super Bowl tickets or maybe a flip camera. It’s hard to tell. But it is clear that the winning videos are going to be posted on this site; I don’t think they are actually going to be part of the Super Bowl, although the Refresh slogan is being used in several ways to tie it all together.
While I was looking around I found another Pepsi Super Bowl promotion, pretty much by accident. This one is on a blog called “The Full Mommy” (cute, huh) and on a long list of other mommy blogs; the ones that that alert readers to coupons, promotions, etc. This may be a “reach out to bloggers” promotion; I couldn’t tell for sure but the rules on The Full Mommy site are interesting:

1. Leave a comment telling us your favorite Super Bowl Snack
2. Blog about this giveaway
3. Tweet the giveaway
4. Subscribe to The Full Mommy in a reader
5. Add our button to your site

A joint promotion between the site and Pepsi? It looks like it. You can get up to 5 entries by doing the further promotion; looks quite viral for both Pepsi and the participating blogs.

Put the two together and it’s especially interesting. Pepsi is doing traditional Super Bowl advertising (well, sort of; they’re doing one in 3D). They have related promotions which apparently are not actually going to show up in the Super Bowl itself. The Super Bowl Party Pack(s) will be awarded before the Super Bowl. The Dear Mr. President goes on until afterward. All of it is tied together as part of the Refresh 2009. It will be interesting to see if there’s any mention of these promotions in the Super Bowl, especially the halftime where Pepsi will be featured.

So that’s my update for this Friday. However, if you are still boning up for the Super Bowl, here’s an advertising report from TNS. If you find it interesting, I offer it to you with my sincere hope that you soon get a life!

So the Super Bowl countdown continues!

Wishing You Happiest Holidays!

Send your own ElfYourself eCards

A similar campaign with more personalization options (and an interesting voice-over)
Ace Your Face

Have a Wonderful Holiday Season!

Email on Steriods

Email marketing isn’t going away any time soon. Can it be made more effective—even viral—by including social networking options in email? Silverpop thinks so and has a product to do just that. Their Share-to-Social product was introduced in early October, so it’s a bit hard to find examples of use, but the prospects are fascinating.

Basically the product allows Silverpop clients to embed links in their emails that allow recipients to easily post messages—social emails?—to their social network pages. It’s new, and there are no detailed case studies. Two users identified in the Silverpop white paper are Diapers.com and GodTube. According to the white paper:

• One of Diapers.com’s emails was posted on 50 different social network profile pages. That kind of customer endorsement turns email “push” marketing into a powerful “pull” campaign. (page 2)
• GodTube, a global technology company that creates social networking tools for the faith-based and family marketplace, achieved significant viral activity from its social email marketing campaign. An email sent with Silverpop’s Share-to-Social links had an open-to-click rate of 31 percent, and nearly 15 percent of those who clicked in the email posted the message to Facebook or MySpace. Astoundingly, 25 percent of the posted emails generated additional clicks, compared to MarketingSherpa’s estimated average clickthrough rate of just 2.5 percent for BtoC marketers using third-party lists. (page 4)

The potential communications impact is obvious. Beyond that the product allows the marketer to track the resulting messages, something that can’t be done on the social network sites themselves. According to the Getting Email Delivered blog:

The SilverPop service also offers tracking “which social network the recipient posted the message on, telling marketers which one achieved the best results. Silverpop creates a unique tracking code for every shared message, so marketers can tell, for example, that an email posted by a recipient on Facebook was opened 1,000 times while one posted on MySpace was only opened 100 times.”
Their tracking system even measures the number of click-throughs generated by the posting at a given Facebook or MySpace page, so you can know which of your user’s posts to Facebook or Myspace generated the most clicks. SilverPop suggests that you can use such tracking to spot and target influencers, saying that “Such sought-after influencers are easily identified and targeted. Lists of social influencers can be created in Silverpop’s solution with one click by simply viewing the “recipients who forwarded” list.”

Again, under ordinary circumstances you can’t track what’s happening to messages on social networking sites. Once they move from your own page, where you get limited stats, you don’t know what’s happening to them.

Here’s more on how it works for Diapers.com from Internet Retailer:

The widget, plugged into e-mails, allows Diapers.com to embed in the e-mail a set of links that allow recipients of the e-mail to easily share content of that e-mail on their Facebook or MySpace page, by automatically creating a thumbnail image and a blurb of the featured item the e-mail recipient wants to share. The e-mail recipient can then add this summarized content to her own social network site page, e-mail list or blog for distribution—and that content includes links that allow viewers to see the full, original e-mail which contains links back to Diapers.com to view and buy the product.

Silverpop says that in order to make this work the marketer must identify the “hot buttons” to which her audience responds and align messages closely to recipient interests. This capture from the white paper (page 3) is probably the best example of how the service works short of getting an email from a user. They also point out that once the content is posted on the social network page it’s under the control of the user, no longer the marketer.

It’s interesting to consider the two sites that are in the news as having successfully used this service. Diapers.com serves a target market—young mothers—that is notoriously communicative. Consider GodTube’s own stats on its audience. For different reasons both these target audience are responsive to particular messages and are eager to share with other people like themselves, including through their social networks.

If you have a good product—one that people will like to talk about and to share with their friends and families—then this type of email sharing is going to be of interest. For the right targets it's a great way to get your customers to share your messages with their own contacts--improving not only their reach, but also their credibility!

Better than Viral?

A few days ago an article in iMediaConnection entitled “Tips for Media Seeding” caught my attention. It questioned our ability to make most marketing campaigns viral—not news to many of us. Yes, there are some exceptions; Burger King’s subservient chicken has been around since 2004 and you can still interact with it. It’s important to note that this is entertainment, with minimal promotion for Burger King.

This quote from the article captures the essence of the “big seed” approach:

"As an alternative to traditional viral marketing, agencies can employ a big-seed distribution strategy. In doing so, a planner assumes a low pass-along rate for any piece of content. To counteract the effects of the low pass-along rate, the planner makes efforts through paid placements, syndication or sponsorships to grow the number of initial seed users exposed to the piece of content. Thus, instead of relying on a small number of seed users, the planner relies on a large number of guaranteed exposures."influencers, s

To prove their point the authors give a case history in which Sega of America produced 4 videos. The first one was “seeded;” read that paid advertising and sponsorships were used to promote the video. The other three had no promotion. The first was viewed 797,000 times, more views than the other three combined.

That means the advertising reached “influentials” who passed it on, right? I started looking, and the consensus seems to be that it’s not that easy on the Internet. Consider the statement in a recent post that everyone can be an influential at the appropriate time. There’s a lot of research going on; much of it coming out of the Collective Dynamics Group at Columbia University. Their working paper version of the HBR article referred to in iMediaConnection makes an important statement:

“based on our results we would go as far as to suggest that in focusing on the properties of a few “special” individuals, the influentials hypothesis is in some important respects a misleading model for social change. Under most conditions, we would argue, cascades do not succeed because of a few highly influential individuals influencing everyone else, but rather on account of a critical mass of easily influenced individuals influencing other easy-to-influence people” ( p. 34)

In other words, the old opinion leadership/influencials model that we all learned in either a sociology or marketing course is questionable in the content ecosystem of the web. Cascasdes (of information) can start in many places.

Here’s another lengthy, statistical treatment from the same researchers. There’s a lot of discussion of these ideas in the blogosphere also, some referenced below. I’ll plan to do another post soon and talk about metrics, because the measurement issues are key.

An Edelman white paper gives some of the easiest-to-digest information. This is the model they propose; it covers both influencers and the influenced. It doesn’t give approaches to identifying either, but it does work on the hypothesis that people use information to make sense of and maintain control over their worlds. That’s all of us, and the Internet has given us a bigger scope for our information search. They also seem to accept the view that context is critical. In this view influencers attract attention, engage others, and influence them to take action. That’s what we all want influencers to do for us. The influenced identify interest in a subject, fulfill their need for information, review that information, and then take action. Both make sense, especially if you accept the argument that it’s not a small group of so-called influentials, but crowds of people who like to influence and be influenced, depending on the context/situation.

That’s interesting, but it doesn’t leave us with any directions for marketing action. Valeria Maltoni’s Conversation Agent blog had a lengthy post with many links early this year. Her conclusions come from reviewing several sources and make sense to me. She recommends:

1. Focus less on who people influence and more on how people are influenced.
2. Think more about networks, and network structure, rather than treating everyone as behaving independently (group dynamics).
3. Move away from the idea that buzz can be engineered to achieve some pre-established outcome, and get better at measuring and reacting to buzz that arises naturally (observation from context).

There’s also an interesting, if a bit disjoined, live-blogging post from a September conference on the Mashraqi blog. He has some good recommendations also.

I keep coming back to the idea that this is a dialog going on in social networks or communities (are those the same thing? I think so). As marketers, we can’t just single out a few opinion leaders and expect them to do the job for us. The new Crest Weekly Whitening Paste seems to have taken that approach. I keep watching to see when it comes out of its “quiet phase” and begins to engage in active promotion. The only recent action in the blogosphere I can find via a Technorati search (lots of noise in those searches) is coupons for the other Crest Whitening products. Stay tuned.

It looks to me as if making a campaign viral, even assuming good content, is going to require several planned steps. Does that make sense?

First, Widget Ads Then a Widget Ad Calculator

Metrics for social media are one of the vexing issues in the space. Marketing services firms of all kinds continue to develop solutions, though they can hardly be described as “integrated” at this point. DoubleClick, acquired by Google in March, describes itself as not just an ad serving network but as a provider of digital marketing technology and services. It has just added a Widget Calculator to its product line. That’s nice, but first you have to understand Widget Ads.

According to DoubleClick the widget ad format allows advertisers to convert “Rich Media creative into a widget that can be shared virally across social networks and blogs.” They tout the benefits as:
•Integrates a viral component into any campaign
•Gives you reporting and control over viral campaigns
•Makes the creative implementation as easy as building a rich media ad.
If you go to their gallery page and play the 10,000 BC ad, you’ll see it behaving just like any rich media ad. Looking at this screen shot you can see the Downloads bar; click on that and you’ll be able to download the image as wallpaper or 1 or all of a set of “buddy icons” as gifs—to do with as you please, presumably. There’s a set of photos you can view. When you decide to “Grab This” you get the code that allows you to embed the 10,000 BC ad widget on any one of a number of your pages. Cool, huh? More importantly, that’s what makes it viral. Functionality has been added to a basic ad, violá a widget!

So, how is your widget performing? That’s where the widget calculator comes in. Shown here in action, it allows users to view the performance of a specific widget. Note that the calculator is also viral, “Share This Widget.” My guess is that if a marketer has several widgets, the first sharing will be with herself.
And that brings us back to “integrated.” If you have a bunch of widgets active, you’re going to have to have a bunch of widget calculators. That’s the state of the art at the moment. But I’m sure technology will catch up with usage. Is the next step a widget dashboard?
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Personalization--Part 1.5 - Fantastic Example

Read Part 1 here.
Read Part 2 here.
Alisa Leadbetter is Crossmedia Manager for vdBJ/Communicatie Groep, a custom publisher in Holland. She is also an astute observer of the Internet scene there. She furnished the customization example I used in the discussion of personalization on the front end—in customer communications. She was kind enough to follow up with a link to the video that was the basis of the campaign and some commentary. You don’t have to speak Dutch to love the video!

View the video here to see how it's done.

She also provided a link to an article in a Dutch newspaper, and you do have to speak Dutch to read it. Fortunately, she added some commentary:

According to a Dutch newspaper this was the first of its kind in the world. The date on the article is February 2007. The guy in the movie is the leader of the SP, the Socialist party. He was one of the first people in Holland with a blog, they make great use of new media. His blog is mostly ghost written these days, but in the beginning he did most of it himself. They have had a few viral campaigns since this one (and of course they used the e-mail addresses they got in this first campaign for the subsequent campaigns). this was the first of its kind in the world. The date on the article is February 2007. The guy in the movie is the leader of the SP, the Socialist party. He was one of the first people in Holland with a blog, they make great use of new media. His blog is mostly ghost written these days, but in the beginning he did most of it himself. They have had a few viral campaigns since this one (and of course they used the e-mail addresses they got in this first campaign for the subsequent campaigns).

I reserve my right to consider relevant content, selected on the basis of customer knowledge, as the best kind of personalization. However, as far as personalized communications go, this is as good as it gets. People like to see their name in print and the creators of this program have done it in such a way that it’s almost guaranteed to go viral.

Are you old enough to remember the personalized Porsche campaign—probably in the late 80s/early 90s? It was a poster (paper; those were direct mail days) with a front view of a Porsche with the customer’s name on the license plate. I tried for a long time to get a copy of it. It went only to Porsche owners and none of them were about to give it up. I suspect some may still be hanging in dens or offices.

As I’ve already pointed out, database marketers learned to use personalization a couple of decades ago and there were the occasional, really creative uses like Porsche. However, in those days the best you could hope for was to reach your own mailing list and maybe a brief article in DM News or AdAge. Today, creative use of personalization goes viral. Consider the wonderful use of a video, a personalized message, and a viral campaign in the Dutch political example. That’s the power of the Internet!
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