Three reasons why Microsoft is cool again
Oct 21st

One of the points that differentiates me from other bloggers: I’m old enough to remember when Microsoft was cool. They were the college drop-out geeks who conquered the world. Then David turned into Goliath. And nobody likes Goliath.
But I just get this sense that Microsoft is recaputuring its mojo. Let’s see if you agree.
1) Those ads. As a marketer, I loved the ninja move they put on Apple. Apple’s ad campaign famously defined their competitor as a pasty-faced, clunky slug. Instead of fighting this deeply embedded image, Microsoft incorporated it into its own ads and flipped the “Apple cart” by highlighting the breadth and depth of the Microsoft user base. This was simply inspired marketing.
2) Real service. The last time I went to an Apple Store with a technical problem, they said “no.” I never encountered that as a service option before or since. They would not fix my product and would not even recommend somebody who could. The only option was “you’ll have to buy a new one.”
I have had enough hair-pulling customer service disasters from both companies to make me repulsed by the thought of a service call. But my last experience with Microsoft was very different. I got a live person on the first ring, which left me momentarily paralyzed. The India-based technical leader took control of my computer and solved a debilitating problem in 10 minutes. But when he sent me back to customer service for a refund on a purchase, I hit a stone wall. The technical leader, who had not abandoned the call, jumped in and asked if I could be put on hold while he addressed the problem. Thirty seconds later he came back on and explained that my money had been refunded. I was impressed that the technician took accountability for the entire customer service experience and had enough authority to do the right thing on the spot. Well done.
3) The Bing Thing. The best companies constantly re-invent themselves with Madonna-like regularlity. But Bing out-Googled Google by upping the ante on search performance features. Consumers rewarded Microsoft’s innovation by moving to Bing in droves. It’s no easy feat to grab share from a famous and entrenched market leader. Google will respond. Microsoft’s aggressive and innovative market entry will speed the evolution of the platform and benefit us all.
In a few days, Microsoft will release their latest operating system evolution. Here’s hoping the Big Guy stays on a roll. We need that.
Studying U.S. keeps East European marketer a step ahead
Oct 20th

I decided it would be fun to feature some of the great people of the {grow} community from time to time. You’ll probably recognize the name Kimmo Linkama as a regular contributor who has distinguished himself with his insights and perspective.
Ever since I connected with Kimmo there have been two things on my mind: How did he get such a cool name and what’s it like to work in social media in Estonia. So I decided to ask him … and share it with you!
Mark: How has your career path led you to your interest in social media?
Kimmo: I’ve had the good fortune to see marketing communications from all sides. I’ve worked on the agency side and the client side, in advertising and in PR, and have had assignments with both national and international audiences. Finnish marketing communications works on pretty much the same principles as in the US, so now that social media is clearly becoming the next “big thing” in marketing, especially in my B2B niche, I need to know what’s happening and what are the best strategies.
Mark: And how’s business in Estonia?
Kimmo: Let me first give you a little background. I’m originally from Finland and moved to Estonia about four and a half years ago. Business is difficult in Estonia, especially with the recession, and I still work almost 100% for Finnish clients.
Europe, in comparison with the US, is extremely fragmented. There are 50 countries and 230 languages (although the official European Union languages only number 23). Estonia, where I live, has a population of 1.3m, about the same as Philadelphia. Finland’s population is 5.3m, a little more than Los Angeles and is the most sparsely populated country in the European Union.
From where I live, Otepää in south Estonia, it is only some 160 miles “as the crow flies” to Helsinki, Finland, where most of my clients are located – although there’s a two-hour boat trip across the Gulf of Finland in-between.
Mark: Sometimes I feel like the social media trend swamped marketers here in the U.S. and we’re still recovering. You are in a unique position of being able to watch for what is happening in the rest of the world BEFORE it hits your region and your customers. How does that help you or hurt you?
Kimmo: It definitely helps. Although most ideas that are taking off in the U.S. reach even my remote corner of Europe very quickly, there’s still a slight delay. That’s why I am – as you said – in a unique position to get on board a little before a new trend becomes mainstream here. The benefit, of course, is that I’m able to get some hands-on experience in social media, so when it begins to really catch on as a marketing ideology, I will know better what I’m talking about and be able to help my clients in a relevant way.
Mark: What social media platforms are being used in Eastern Europe? Are entrepreneurs developing regional-specific platforms or are you seeing global apps like Twitter take off?
Kimmo: We have the whole spectrum: blogs, forums, chats, microblogging. There are regional-specific platforms, but on the whole I think the global applications have so much critical mass that they will eventually come to dominate. For example, the development of the Finnish Jaiku microblogging app, roughly similar to FriendFeed, began almost concurrently with Twitter. When Google bought Jaiku a couple of years ago, it has gradually stagnated, and now a new development, called Qaiku, is trying to take its place. I have my doubts about the chances of survival of these regional developments against the big globals, though. It is more probable that a bigger player will buy them in the end.
Mark: What is social media adoption like in your region? Is it being used for business? What are the hurdles?
Kimmo: Finns have always been pretty tech-savvy. Blogs are proliferating, and Facebook is very popular. A fair number of companies have adopted blogging as one of the ways to get their message out, but for example Facebook seems to be mostly for personal-type contacts. I haven’t yet seen many serious attempts at business use, although some companies do have a Facebook presence. The company pages, however, seem to be mostly of the press release type, publishing company news rather than encouraging dialogue.
Microblogging is done more by individuals; so even if they are clearly associated with their employers, the messages mostly have a personal point of view. I think the biggest hurdle for wider business adoption – if we rule out lack of knowledge – is exactly the same as everywhere else: businesses are so used to traditional push marketing that the idea of losing control of the message is frightening. It takes time to alleviate this fear, but as the trend grows stronger, everyone will have to go with it one way or another.
I also don’t know how many agencies really know how to go about this “new way of marketing” when it comes to recommending the best ways to their clients. I’m hoping my social media experiments, if you will, enable me to fill that void for my part.
Mark: Kimmo, you have such a cool name. Is it a family name or just a common name in your homeland of Finland?
Kimmo: Thanks for the compliment! Kimmo is not a very common first name. I looked it up and there are about 18,000 men with that name. Its roots are sometimes traced back to the Greek St. Evdokimos, but I don’t know how scientific this is.
Feel free to ask Kimmo additional questions in the comment section …
In addition to his contributions to the {grow} community, Kimmo’s blog, “Marketing Communicator” can be found at: http://linkama.wordpress.com/
Finally! A B2B social media success story
Oct 19th
At long last, I bring to you my valued {grow} folks, a true B2B social media success story that can really be measured by MONEY. I believe this is the only one in the world. ; ) And it is GENIUS!
Best of all, the success comes from one of our very own {grow}-er’s, Nathan Dube aka @DubiousMonk, a frequent comment contributor.
Nathan works in the marketing department of Expert Laser Services of Southbridge, MA. The company is a managed print services provider and provides printer/copier sales, service and supplies. Nathan’s challenge was to increase awareness for his company through social media initiatives.
His idea was to let people release their technology angst by finding the most creative ways to destroy their printer — on video. The “Destroy Your Printer Video Contest” was promoted through the company’s blog, Twitter, LinkedIn and Facebook. The oddball humor of the contest gave it a great buzz and more – web traffic more than doubled and the company gained more than 100 new inbound links. Recycler magazine did an Internet TV special about the contest as well as an article which was the most-read topics on the site for several weeks.
The submissions can be found here and they are hilarious. The winning entry involves a backhoe (but I think the dynamite should have won: “We’re approaching the target!”).
Momentum for the contest picked up as people fell in love with the crazy ways people destroyed their printers. One fan was an employee of nearby Telesian Technologies, who called up Expert Laser Services and asked them to be their new service provider.
That’s right. New business. Money in the bank from a social media victory.
Nathan said getting a new customer was just icing on the cake. “The focus of the contest was not ‘let’s get customers’,” he said. ” The focus was to drive more traffic to the website, build inbound links, and create good content. The fact that we landed a new service and repair customer was not our goal, but it happened.”
And to make a happy ending even happier, the winner of the contest, Cottage Revolution of Wales, MA, donated their winning toner cartridges to Catholic Charities.
Pizza, Justice and the American Way
Oct 17th

Holy crap the U.S. Justice Department is reading my blog.
I know this through the wonders of my analytics program. Specifically, they are reading the article on the pizza joint that was sued for libel and the companion piece on handling this crisis.
This is unnerving. I’m wondering why they’re interested in me. After all, the whole thing was NOT my idea in the first place … but I will NEVER reveal my sources! COUGH COUGH steve COUGH farnsworth.
Did I mention I have a cold?
By the way, I have an announcement to make. I am changing the name of my blog to “FARNSWORTH.” This is something I have put a lot of thought into … many months of deliberation. I only think it’s fair since virtually all of my content has been derived from Steve Farnsworth of Menlo Park California. I am basically just a mouthpiece.
Yesterday Steve Farnsworth of Menlo Park California also announced he is changing his Twitter handle from @TheRealPRMan to @ItsSchaefersFault. I find the timing of this curious.
In a counter move, I am changing my Twitter handle to @SteveFarnsworth_IsHidingInMenloParkCalifornia.
I would like to say to all of my loyal readers that despite these changes, the theme of this blog will remain steadfast: “I Love America and Specifically The U.S. Justice Department.”
Tomorrow I will continue my series on “How to track down people you’re looking for on Twitter even when they’ve changed their handle the day the freaking U.S. Justice Department starts reading your blog which was obviously written by Steve Farnsworth.”







You’re in marketing for one reason: Grow.
Grow your company, reputation, customers, impact, profits. Grow yourself. This is a community that will help. It will stretch your mind, connect you to fascinating people, and provide some fun along the way. I am so glad you’re here.
-Mark Schaefer

