Do you have an “in-the-moment marketing strategy?”
If you don’t, you could be missing one of the biggest opportunities of the social web!
I had lunch recently with a marketing manager for a major TV cable network and we talked about the evolution of social media marketing at his company. He had a couple of quotes that illustrate the importance of reactive, or in-the-moment marketing …
“When I started working in social media marketing, it was basically just me. Now everybody wants a piece and there is a battle over ownership. I feel like I have three bosses right now.”
“I gather data on our social media activities and the executives want it in a nice shiny report they use to plan programming for the next season.”
“The lawyers are getting nervous about so many people participating. They are working on regulations on who can be on the web and exactly what they can say.”
“We have a huge Facebook following for the network and I’d like to create individual efforts for different programs but just don’t have the resources to address it.”
I’m sure some of these growing pains sound familiar, but there is also a common theme here and a potential storm cloud for my friend that may not be obvious to him.
One of the hallmark characteristics of marketing on the social web is the reactive, opportunistic nature of engagement.
Traditional media: Take out an ad and hope customers buy stuff.
New media: Watch real-time customer, prospect and competitor behavior and react as it is happening. This requires people to be tuned in and provided with the authority to take action as they see an opportunity. For example:
- Authorize employees to solve a customer Twitter complaint on the spot
- Watch for complaints about competitors and act aggressively and immediately to fill the gap
- Listen for un-met and under-served customer needs and adapt accordingly
So let’s get back to that storm cloud at the cable TV network. Sure, there are the inevitable politics at work — and they’ll sort out — but this marketing organization doesn’t realize that they’re sub-optimizing their reactive marketing system:
- Fight over “ownership” of social media marketing will muddy accountability and authority.
- A big shiny report will only end up sitting on a shelf someplace, and even if management actually reads it, the market could have shifted dramatically by then. Why not monitor progress and reaction episode by episode?
- A social media policy is necessary but burdensome legal approvals could crush in-the-moment innovation. Allow for some mistakes.
- One way to have more resources for individual celebrities and programs is to deputize more people and get them involved to interact on their own without the marketing department’s intervention.
Is your organization still in traditional command-and-control mode or are they adopting to the new opportunities of the real-time social web?