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The social web: New battlefield, same war

Feb 5th

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Jay Baer is one of the few bloggers I’ve found who consistently provides business-based, practical marketing advice.  I usually agree with him.  But he made a reference to social media marketing on a post this week that struck me as odd:

“… unlike every other marketing tool for the past 200 years, it’s a meritocracy, and that benefits us all.”

I’m only picking on Jay because this is the most recent iteration of a theme I’ve observed countless times — the opinion that somehow the social web is in a special new category where you actually have to EARN the trust of your customers.  Another variation is that the social web has “changed everything” about business and marketing.

No, it hasn’t.

The free market economy has ALWAYS been a meritocracy and always will be. If you don’t provide a quality product or service and you don’t represent it in an honest and compelling way, you won’t earn your way into the hearts and wallets of the world’s consumers.

Pre-social media, pre-Internet, even pre-mass communications, the fundamental tenet of marketing was this: Establish a brand promise based on consumer trust and never, ever break that trust. The concept is simple, the execution is extremely difficult.

Marketing is a continuous war to promote and protect your brand, whether it is a company, hospital, university, sports team or individual.  Social media offers an exciting new way to connect, but the marketing fundamentals are truly still the same.

The social web is just a new battlefield, not a new war.

How is the social web affecting your battle plan?

branding, business strategy, competitive advantage, social media

Thought-provoking social media trends

Feb 4th

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The Economist is one of my favorite magazines. I usually read it cover to cover. So imagine my excitement when I saw their special report this week, Social Networking: A World of Connections.

After I read the report, I concluded — to my surprise — that there was really not much new in the report. This is not a negative reflection on The Economist. I believe it’s a positive reflection on the efficiency of Twitter to stream the most important news and trends my way before they get summarized by a business periodical.

Nevertheless, there were a few interesting nuggets I wanted to pass along:

>>Follow me on Twitter signs are appearing on the doors and windows of small businesses around the world. Asurvey found that 17 percent of Britain’s small businesses were using Twitter. They saved an average of $8,000 a year by cutting out other forms of advertising.

>>  A survey of 1,400 chief information officers conducted last year by Robert Half Technology, a recruitment firm, found that only 10 percent of them gave employees full access to social media networksduring the day, and that many were blocking Facebook and Twitter altogether. The  executives’  biggest  concern was that social networking would lead to “social not-working.”  Some bosses also fretted that the sites would be used to leak sensitive corporate information.

>> An astonishing amount of time is being wasted on investigating the amount of time being wasted on social networks.  One study estimated that personal use of social networks during the working day was costing the British economy almost $2.3 billion a year in lost productivity. Another concluded that if companies banned employees from using Facebook while at work, their productivity would improve by 1.5%.

>> The magazine described Facebook’s “hacker culture.”  Their head of engineering’s motto is “move fast and break stuff.”  What matters is getting fresh products out to users quickly, even if they do not always work as intended. To generate new  ideas, they hold all-night hack-a-thons to at which engineers work on their pet projects. This Red Bull culture maybe why Facebook has just one engineer for every 1.2 million users.

>> Survey of 300,000 Twitters users showed more than half tweeted less than once every 74 days and 10 percent of all users account for 90 percent of all tweets.

>> Facebook’s audience is bigger than any TV network that has ever existed on  the  face  of  the  earth.

>>In Asia several social media companies such as Japan’s GREE, South Korea’s Cyworld and China’s Tencent, are already making healthy profits from sales of games, premium personalization options, virtual goods, and custom backgrounds.

>>Salesforce.com predicts that demand for corporate internal social networking services will riseas managers realize that they now know more about strangers on Twitter and Facebook than they do about the people in their own companies.

>>Intel estimates it has saved millions of dollars a year in fees by recruiting senior managers through LinkedIn rather  than using headhunters. US Cellular said it saved more than $1 mm last year by using a LinkedIn system that produced good candidates faster than traditional recruitment channels.

>> Social networks have made the labor market more transparentin another way too. A survey by CareerBuilder.com of  2,700 executives last year found that 45 percent of them looked at job candidates’ social network pages as part of their research, and more than a third of those had unearthed information that put them out of contention. Time to turn up those privacy settings?

Some interesting stuff!  Of these facts and trends, which jumps out for you as having an impact on the way you do business?

Illustrations: Part of The Economist report.
financial impact, futurist, small business, social media

LinkedIn: A goldmine of business opportunity

Feb 3rd

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This is the third and final (for now) personal case study on how the social web delivers unexpected business benefits. This story features LinkedIn, a powerhouse generator of business connections.

Making connections

I’ve made some of my best business contacts through LinkedIn Group Q&A forums. One example is my relationship with Dr. Ben Hanna, now VP of Dex Interactive. In a casual response to one of my answers in a forum, he mentioned that he was documenting his company’s progress on social media marketing month by month. I thought this was fascinating and asked if I could feature him on {grow}.  This led to a number of articles which remain some of the most popular posts I’ve done.  Ben and I have continued to support each other on various web-related projects.

Human Resources 2.0

Second example of a business benefit: One of my customers was looking to hire a new technician with highly specialized skills. I suggested doing an advanced search on LinkedIn using the zip code (to narrow the location) and keywords indicating the skill set. He followed my advice, identified three viable candidates and he just hired one of them.  I helped my customer with an important personnel issue in one 60-second phone call!

New customers

Another example led to a direct business opportunity.  An account executive from GIS Planning read some of my answers on a LinkedIn Group Forum and became curious enough to click my icon, which took her to my website … which took her to my Twitter account … and my blog.  Of course I had not connected to her directly at this point but that was about to change.

After a couple of months, she called me up out of the blue: “Mr. Schaefer, I’ve been reading your comments on LinkedIn, Twitter and your blog and I’m convinced you are the voice of marketing we need for or company. Can you take on a new account?”

Well, THAT was a nice surprise!

This led to subsequent phone calls with her executive leadership and it resulted in a business partnership with GIS Planning, an amazing company that produces software for economic development institutions.  It pulled me into a whole new industry and allowed me to learn from some wonderful marketing pros.  And, it has helped my bottom line, which is what this is all about, right?

So let’s see how this real-world experience relates to my formula for creating business benefits on the social web:

Connections + Meaningful content + Authentic helpfulness = Business benefits

  • By being active on LinkedIn forums, I was building important new business connections. In the GIS case, I didn’t even realize it.
  • The content Ben Hanna provided spurred dialogue and cooperation between us.  Meaningful content in the form of LinkedIn Group answers provided enough value for GIS to take action to learn more about me. Meaningful content comes in many forms!
  • When I was participating in the forums, I was genuinely offering help with no intent that I would get anything out of it. Similarly, I enjoy supporting Ben’s projects becuase I always learn something and I truly believe in his vision.

I believe this formula represents the core value of the social web — providing an opportunity to use your life’s blessings to connect to others in a meaningful way. We are living in a historic moment. We are the first generation to have access to free, instantaneous, global communication.  If you use this gift well, the benefits can be astounding.

Don’t you agree?

This is the third installment of the unexpected benefits of the social web. You might enjoy these other articles:

Part 1: How to become a CMO in 10 tweets or less

Part 2: On Twitter, even casual connections can lead to business benefits

blogging, customer acquisition, financial impact, LinkedIn, personal brand

On Twitter, even casual interactions can deliver business benefits

Feb 2nd

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This week, I’m featuring personal case studies to demonstrate how the social web can provide tremendous business benefits … often when you least expect it!

Today’s example started when I tweeted ”Go Steelers!” … and ended with the video about my business that you can view by clicking the image above.

I was watching a Monday night football game and tackling a little work at the same time. I flipped to Twitter and cheered for my favorite team. “I’m cheering for the Steelers, too” Michelle Chmielewski tweeted back.  And soon we were sharing our love for football, Pittsburgh (where she was a student), and blogging.

I had never connected with her before but Michelle had been reading {grow} and had just started to blog herself,  The Observing Participant.  As a new blogger, she asked me for some feedback on her own posts.  Over time I grew to really love the  quirky, funny video posts she featured. One day I had a brainstorm — one of these videos would be a great way to explain my business to potential customers!   Michelle agreed to do it, but on one condition – instead of pay, she needed a new high-definition camera to take her video blogging to a new level.  I was glad to oblige and provide her with a tool that could further her career.

I’m sure you’ll agree that Michelle’s video is awesome, and in a week or so I will be featuring it on my website.

Throughout the year, Michelle and I continued to learn from each other. She talked me into getting on to Skype and has looked to me as a mentor on career issues.  Best of all, Michelle is my friend, and that never would have happened without the social web.

So here’s the lesson of Twitter: You just never know!

Let’s check in again with my formula for creating business benefits on the social web and see how it relates to this case study:

Connections + Meaningful content + Authentic helpfulness = Business benefits

How this worked in the real world:

  • Michelle and I both actively created connections by engaging with people on Twitter.
  • Because of the meaningful content on my blog, Michelle became an interested follower.  Michelle’s video content created engagement with me and eventually resulted in a mutually-beneficial business benefit.
  • We continuously offer authentic helpfulness to each other without regard of any future “pay-back.”  This trusting friendship will continue to pay personal and business dividends.

This formula works.  What “unexpected” Twitter stories do you have?

This is the second installment of the unexpected benefits of the social web. You might enjoy these other articles:

Part 1: How to become a CMO in 10 tweets or less

Part 3: LinkedIn: A goldmine of business benefits

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business relationships, careers, Internet marketing, personal brand, Twitter
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