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Andy Warhol on social media

Aug 8th

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andy warhol on social media

I’ve often wondered what would happen if a great creative mind of the past came into our present world to see how we create and communicate today. Here’s my imagined conversation with Andy Warhol, whose creativity extended to almost every medium of his time. Here is his introduction to Facebook, after being asleep for nearly 25 years …

Me: Welcome to the future Mr. Warhol. That thing in front of you is an iPad and with that you can instantly connect with people from all over the world through Facebook.

Andy: The device is sleek and beautiful. But this Facebook looks stupid. How do you read this? Everything is small and crammed together.  Why would you limit your personal expression to these little boxes?

Me: It does have a terrible interface but I guess it makes up for it in your ability to connect instantly with ideas and people from all over the world.

Andy:  It looks to me like it is mostly cats, jokes, and inane self-help sayings.

Me: Well … true. People like to have fun with this. It’s a good creative outlet.

Andy. I see little creativity here. People keep sharing the same jokes and photos over and over again. I would use this tool to bring people together to discuss new ideas — to find the odd things that make you think. Sort of a creative salon like we had in New York.

Me: Well, the odd things probably don’t make it to your news feed. Only the most popular ideas appear.

Andy: And who is determining what is popular?

Me: Facebook. They edit your newsfeed and only show the items with the most likes and comments.

andy warhol on social media 2Andy: So an unpopular viewpoint is suppressed? New ideas stay buried?

Me: Not always. Sometimes a new idea catches fire and goes viral. In fact, it’s an amazing opportunity for new artists to become known internationally.  Like … umm … Justin Bieber.

Andy: Not exactly a creative revolution, is it? And how does Facebook stay in business?

Me: They collect all of your personal information and create targeted ads for their advertisers.

Andy: And do they give you a share of the money?

Me: No, in return you get to use their service for free.

Andy: So they own your very art, your writing, your photography, and anything you post … and sell this information for their own economic gain?

Me: Yes, that’s it.

Andy: That will never work.  People would never let them do that.  (distracted) Now what’s this thing?

Me: An iPhone. Most people are using this, or something like it, to connect on Facebook.

Andy: This small screen makes the thing even worse, doesn’t it?  How can one expect to create something in a space this small? Do people really use this thing?

Me: Oh yes. Some people spend several hours a day typing into their mobile device and viewing content.

Andy: Fascinating. (lighting a cigarette) It seems inhuman. They do this of their own free will … or is this some kind of … punishment?

Me: Oh this is by their choice.  In fact, it’s common to be using this device even when you are physically with your friends.  Today, this is by far the most popular way to see art, photos, and videos.

Andy: Seriously? On this screen that is smaller than your hand? This is how people see the world? So these digital artists now have to create their greatest works … to be viewed on this little device?

Me: Well, yes. For a lot of creative work today … that’s true.

Andy: So let me get this straight.  The world’s most popular way to communicate is though a company that is collecting all of your most private information and profiting from it. You are being forced to create your content in unreadable little boxes.  The company censors what you see and suppresses everything except the most popular ideas. People are tethered to communication devices that track your movements and your beautiiful art and motion pictures are relegated to a space that fits in the palm of your hand.

This is a nightmare.

I’m almost afraid to ask this question.  Did all of this come about because of a war that happened while I was asleep?  Did the Communists win?

andy warhol, facebook trends, social media trends

Social media case study: It’s not just a brand, it’s a buddy

Aug 7th

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social media love

I love Home Depot. It’s my favorite store.

I’ve been going to Home Depot for 20 years and have spent untold thousands of dollars on home improvement and landscaping materials. I am a totally loyal customer.

A few months ago, I bought a dozen small bushes for my front yard. About half of them died. The store has a one-year guarantee on its plants so I took a picture of the dead plants (instead of uprooting them and carrying the six dirt balls in my car) and went to the store for a refund.

When I presented my claim to the service clerk I was told that I would have to drive home, dig up the plants and show the evidence before I could get my refund. When I explained that I wasn’t about to make another 40-minute round-trip visit to get the dead plants, the clerk said, “Well, for all we know that could be a picture of your neighbor’s yard.”

This is not a post bitching about Home Depot. It’s a post about the feeling we have when we’re rejected by a favorite company. You see, to me, Home Depot is not just a brand, it’s a buddy. It’s somebody I thought I could trust.

Brand betrayal

fernI felt like my friend was calling me a liar. After all we have been through? The epic kitchen remodeling? The new tile in the bathroom? The rock garden?  After all that, my friend wasn’t about to help me out on $20 worth of plants?

I caught myself actually feeling betrayed.  For decades, I had been loyal to Home Depot … but I wasn’t feeling the love back. I felt kind of sheepish and silly. Why would I expect anything in return …. they were just a big company, right?

And yet, don’t we form these strong relationships with our favorite brands just like we form a friendship?  Friendships don’t happen immediately. It takes a history of small interactions that slowly builds trust, and eventually an emotional bond.

That’s really the amazing opportunity with social media. too. It allows us to make a series of small connections with potential customers that lead to trust and eventually relationships.  That’s why in my books and lectures I emphasize that success on the social web is no longer in the form of B2B or B2C — it’s P2P, Person to Person.

With this experience with Home Depot. I felt it was B2N — Business to Nobody.

Building something better

hydrangeaLet’s rewind the clock and see how this could have been much different. What could Home Depot have done to provide a constant drip, drip, drip of consistent, helpful, small interactions that would have built our “friendship?”

A few years ago, I signed up for the Home Depot Garden Club. Since I buy so much stuff from them I figured I would get some good deals for my loyalty. Turns out it was a huge bust.  All I got were some flyers and useless emails.  Let’s create a plan where a series of small, helpful interactions would lead to loyalty and increased purchases:

  • Home Depot has a record of everything I have ever purchased.  Why wouldn’t they send me email offers based on what I have bought, the season of the year, and the region where I live? They could actually forecast my needs.
  • Even better, wouldn’t it be cool if I received a tweet reminding me to give my bushes a little extra water because of the drought conditions in my area?  Or maybe offer me a free drought-resistant plant that they just introduced?
  • These small interactions could lead me to helpful tips on the Home Depot site. They have nearly 11,000 posts about gardening ideas and yet I probably would not think to go there unless they make an effort to connect with me in a way that would lead me to their blog.
  • Once I arrive at their site, I would like to log-in to a personal area where I can see an inventory of every plant I have bought and reminders of fertilizer and pruning needs.  Why not have a “buy now” button and have my purchase delivered to me the next day or waiting for pick-up at the store?
  • I would like to be invited to submit photos of my landscaping accomplishments. After all that sweaty work, why not show off the results and become inspired by the work of others?
  • Finally, when my bushes die, it would be nice for the customer service agent to ask me if I am a member of the Garden Club, look at my purchase history, confirm that I bought the plants and be empowered to solve my problem on the spot.

You can see how these small, consistent, meaningful interactions would absolutely lead to customer loyalty, word of mouth recommendations, and increased purchases.

So Home Depot, I still love you, even though I feel jilted. I’m hoping you’ll come around. After all, friendships are about second chances, right?

I would love to hear from you in the comment section. What companies are doing a great job providing you with helpful, small interactions?  How are you doing that for your customers … your loyal friends?

Illustrations: Photos from my garden.

home depot and social media, social media and customer acquisition, social media and customer service, social media and roi, social media and sales

Six hot trends in social influence marketing

Aug 5th

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social influence

Now that access to the high-speed Internet and free social media publishing tools are widespread, everyone can create their own content and have a voice about topics they love. The ability to create powerful content that moves through an audience is a legitimate source of influence on the web, and something that just could have happened now.  Influence has been democratized!

Companies like Klout, Kred, PeerIndex, and Appinions are tapping into this powerful new trend and attempting to quantify this new source of influence — not ALL influence, but a very small, important sliver of it — Can people effectively create content that moves through the Internet and elicit a reaction (like a RT, a comment, or opening a link). This is another way of saying, “Who creates buzz?”

While assigning influence to celebrities and sports stars has been common for decades (E scores and Q scores), assigning some measure of word-of-mouth power to the masses opens up some revolutionary possibilities. As I describe in my book Return On Influence, these social scoring systems are still in the silent movie stages but the trend is significant and rapidly moving ahead.

This begs the question … Now what?  What do we do with these influencers once we’ve found them?  Where is the social scoring trend heading? Here are six developments to watch for in the next phase of this fascinating marketing trend:

1) Moving out of the lab

I recently met with Azeem Azhar, the very bright and ambitious founder of PeerIndex and he noted that in 2012, social influence marketing and outreach programs are moving out of the “experimental stage” and into mainstream marketing budgets.

Frankly some of the early marketing efforts have stumbled out of the gate but companies are finding many creative ways to incorporate these algorithms in ways that find new customers and reward passionate brand advocates.  This is being recognized as an entirely fresh marketing channel that will require its own research, measurement, and best practices.

2) Moving into the streets

One of the most significant development in this field in the past few months is Klout’s introduction of a mobile application. The current version is crude, but it is the first step toward making influence rewards ubiquitous.

Eventually apps like this will be able to push alerts to you when you are near any business that is interested in connecting with you and your power of personal influence.  So, you can walk off a plane and receive deals, upgrades and special perks wherever you are — no check-ins, no emails, no need to opt-in to a deal.

So far, these “perk” programs have usually been limited to national companies and brands but this innovation will open the floodgate for small and local businesses.

3) Developing the channel

social influence modelOne of the healthiest developments is the number of blog posts I have been seeing that move the conversation from “is social influence real?” to “how do we develop this as a competency?”

Jay Baer recently pushed the discussion forward by challenging readers to better define influencers versus advocates.  Chris Brogan wrote an interesting post from the influencer’s viewpoint of advocacy versus selling out. Appinions just released a report called “Why reaching out to Mommy Bloggers is a Broken Model” which is a sign that this conversation is moving forward beyond blanket mailings to anyone on an influencer list.

Now that we have found these influencers, what do we do about it? What new skills and techniques do we use to connect and nurture these powerful word of mouth influencers without being annoying? We need to recognize that even passionate advocates may not know how to best support your cause. How do we teach them to ignite our content? And how do we define influencers, advocates and friends and how do we relate to them differently?

4) Connecting online conversations to offline buying behavior

Many critics contend that online influence does not necessarily translate to offline buying behavior — but these dots are being connected very quickly. In fact, it’s already happening.

Smart phones are going to auto-publish content to your Facebook timeline and other platforms — where we are shopping, what we are listening to, what we are viewing. So it’s a simple matter of connecting your conversations with influencers to these actions.

For example, let’s say you love to post about your favorite music. These algorithms will be able to pick up when your friends add music purchases to their timeline that correspond to your recommendations. More and more search results are including recommendations from your friends, which will also support connections between online and offline behaviors. Over time, an actual dollar value will be assigned to your “influence power.”

5) Influence in context

Social scoring is rapidly moving beyond the Twitter-centric days of just a year ago. For example, Appinions, is leveraging 10 years of Cornell University research to plow through 4.5 million content sources for influencer clues. Instead of just tallying “mentions,” Appinions is using unique semantic software to put the influence data in the context of positive and negative sentiment. This is a sign of the future of social influence marketing — broad capabilities, powerful data-mining, specific market insight.

6) Internal uses of social influence measures

Nearly every social media pundit at sometime or another has pontificated about “the social business” that unleashes employee power in a way that creates many individual beacons shining for the company or brand. If they’re serious about this, why not use these social scoring measures to benchmark the efforts?

I recently wrote about a global consulting company using Kred scores to determine which employees are most effectively representing the company on the web. The results were surprising! Salesforce.com is also identifying and rewarding their “Chatterati” — employees who are the most helpful online influencers, regardless of their title or job role. This is really an enlightened and promising view of the emerging importance and recognition of online influence.

Those are a few tends on my radar screen. What are you seeing out there? Are you exploring practical applications of social influence and influencer outreach?

appinions, klout, klout scores, kred, peerindex, return on influence, social influence marketing, social scoring

Auto-tune your Direct Messages. A {growtoon}.

Aug 3rd

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mark schaefer grow

Join the growtoonists each Friday for a humorous take on marketing, social media, and current business events.

Kacy Maxwell is a guy who loves his work, family and a good challenge. See more of his cartoons at EverythingIsMedia.com.

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