Posts tagged social media strategy
Sometimes not having a strategy is the best strategy
Dec 20th
The importance of strategy is woven into the fabric of every consultation and class I teach. I shout it from the mountaintops. And yet, sometimes I break my own rules … and with good reason. In a fast-changing competitive marketplace, sometimes not locking into a strategy is the best strategy.
I have an entrepreneur friend who said that his start-up company has a different direction every three months. On the surface, that may seem extreme, but when you are a small company, even something like gaining a new customer, hiring a new employee with special skills, or a sudden move by a competitor can dramatically create a course correction.
One of the most costly mistakes you can make in business is brilliantly executing an obsolete strategy.
In my particular field, the dynamics are changing tumultously. Right now, building a competency in social media marketing is barely-controlled chaos.
2011 was really a year of “wait and see” for me. And I’m glad I took this approach. It was uncomfortable in some ways but I needed to just let things unfold to see what monetization opportunities would emerge. Here’s what happened:
Although I have been teaching at the college level for several years, the demand for my services shot through the roof in 2011. I was flexible enough to embrace opportunities that didn’t exist at the beginning of the year.
My consulting business shifted dramatically from multi-million dollar companies to multi-billion dollar companies. I think this is where I am more comfortable, but it means I would have to risk more by taking on fewer, larger clients. And can I find the right resources to help me scale in this way? Some big strategic decisions will have to made for 2012.
The speaking schedule also shifted quite a bit in 2011. I evolved and matured as a public speaker and learned that I am very good at this. Do I want to grow the speaking side of the business? The trade-off with travel — is it what I want? I’ll have to bring focus to this area in the next year.
The Tao of Twitter, was released in February 2011 and was a surprise hit (at least to me!). My second book will be released by McGraw-Hill in March and the publisher is expecting big things. This is going to throw me into a new public spotlight and undoubtedly open up more writing opportunities. Should writing books be an emphasis going forward?
And then there is {grow}. Blogging is the favorite part of my job but I have done a poor job monetizing the property, at least directly. I have a new video series coming out in January and a few other ideas but I have definitely sub-optimized these opportunities.
This is a round-about way of saying that it was a very good strategy to NOT have a strategy in 2011. None of these opportunities would have been fully available if I had decided early in the year to wed myself to one defined path.
Now, I need to be clear that although my strategy was in flux, being fully aware of my core competencies and points of differentiation were not. That’s an important distinction. In a dynamic marketplace, remaining open to strategic shifts is OK but it only works if you are clear about how you uniquely create value.
So I’m going to spend a little quiet time over the next few weeks assessing my opportunities, combining them with my passions, and defining the best monetization path and focus for the next six months. Even now, I don’t think I want to lock in completely. Is there even such a thing as a long-term strategy any more?
That’s the way things are playing out for me. What is the role of strategy in your company? How has that changed with the increasing speed of business? How do balance the need to stay numble with the benefit of a strategic plan?
The customer is the customer. Adapt or die.
Dec 14th
I’ve had a variety of sales jobs in my career and have dealt with some great people … and some world-class jerks. Not just difficult and demanding people, but unethical, bullying, liars at Fortune 100 companies.
One time, a powerful VP demanded that my company buy-back $1.2 million of our material due to a cosmetic issue that did not affect the performance of their end product. In fact, the defect would not even be visible to their consumer. It was a dicey situation. Yes, we were “out of specification,” but this was also going to be a painful financial hit for my company. It was like being ticketed for going 56 miles per hour in a 55 mph zone.
In the end, we paid an $850,000 claim for the products that were made from the defective material.
I later found out this VP secretly sold the defective products to his customer any way, simply adding our claim payment to his bottom line (and annual bonus payment) through some accounting jujitsu. My customer loved bragging about his cleverness to demonstrate the power he could wield over my company.
The dude was eventually fired for this type of behavior, but that did little to comfort me when I still had to work with him every day. And yet, I really had no choice but to take it or quit. This guy was personally responsible for the acquisition of $1.5 billion of my company’s products — at that time, 10 percent of my employer’s total revenue! I had a one-line job description: Don’t lose the account.
I knew that I would only be in the sales position for a few years at the most, so I decided to weather the storm and approach the challenge patiently and calmly, as long as my own ethics or any laws were not compromised.
I realized that the customer is NOT always right. But the customer is always the customer. I was the one who had to adapt to survive and compete.
Fortunately, this is an extreme example but the point is, we can’t always demand that a customer — even a really bad one – change to conform to our needs and processes. Only we can change to adopt to the customer’s needs … or, if it gets too bad, quit.
Understanding this wisdom is difficult but a key to success in a fiercely competitive world.
This story came to mind because last week we had a debate on {grow} about the customer demands for rapid online service, even from hotels, restaurants, and other providers who are on the “value” end of the product line. This is an unfortunate development but they really only have one choice: Figure out how to adapt to the customer service needs AND maintain a low cost structure. They’re not going to be able to dictate customer expectations and still compete in the long term.
I’m currently working with a supplier that is imposing new processes that will take up more of my time and dramatically hurt my cash flow. As a business partner, I want to cooperate and make the whole “system” better, but when I point out that their service levels are declining and the value of these new processes seems to be flowing in only in their direction, their response is defensive instead of responsive. And you know … they might be right and I might be wrong. I’m not perfect. But I’m still the customer.
They may get away with it for awhile if the switching costs are high, but in general the information flow of the web has dis-intermediated many traditional competitive hurdles. It’s easier than ever to find new suppliers for most goods.
In the end, all of us who have to compete for a living know we have just one true source of competitive advantage –
LISTEN to our customers more intently than our competitors,
DISCOVER un-met and under-served needs, and
RESPOND more rapidly and effectively.
That’s it. The customer is the customer. Adapt or die. Right?
Getting to yes on adopting social media marketing
Nov 17th
If you can’t see this video frame, click here to view.
One of the biggest challenges for any social media change agent is getting a company to understand the power and potential of the channel to a point where they say “yes.”
I recently caught up with one of my favorite marketing intellects, David Rosen of Burson Marsteller in New York and he was told me about how he leveraged external news events to nurture client social media activities at an enterprise level. This was so interesting and I decided to flip on the camera so I could share this conversation with the {grow} community.
The conversation with David also gets into getting beyond “yes” and turning social media into a channel that helps companies lower costs, contribute to R&D, and sell more products.
Please contribute your thoughts on this topic in the comment section!
The business case for Facebook, in one sentence
Oct 6th
What is the most-debated question in social media today? One candidate is, “Should my company have a Facebook page?”
The tension comes from several angles. It could be due to:
- The company is not culturally-ready to deal with comments from real people.
- The company has whacked-out expectations about how sales will increase once they have a Facebook page.
- Their social media guru, Timmy from Accounting, has set their marketing strategy.
- They are doing it because their kids told them it would be cool.
So how do you decide if a Facebook page should be a priority for your company? Here is the business value proposition for Facebook in one sentence:
“Come waste time with me.”
Think about it. The overwhelming reason people go to Facebook is to waste time playing Farmville, watching funny videos, or catching up on the details of friend’s lives. Your life does not depend on Facebook. It’s entirely incremental activity.
So, do you have a business that people want to waste their time with? If you are Disney, the answer is probably yes. If you are selling ball bearings to Ford Motor Company, well … probably not.
Here are examples of organizations that would be fun to waste time with:
- Companies that provide humorous, entertaining,interactive, news-worthy, interesting, and/or educational content.
- Beloved brands that have passionate “fans” outside of social media like Coca-Cola, BMW, universities, charities, sports teams, or the neighborhood pizza joint.
- Brands that allow you some exclusive access, deal, discount, contest, or benefit from being on Facebook.
- Companies that interact with you in a unique and personal way.
Now of course there are exceptions, but I think as a general rule, keeping this business case in mind will be a pretty good predictor of a company’s ability to connect with people on Facebook.
Marketing through Facebook is difficult. People go to there to AVOID your sales pitches and ads. They immerse themselves in Facebook to escape. So to the extent that you can help them do that, you will have success.
I’m not saying that even the ball bearing company couldn’t have some benefit from being on Facebook. It doesn’t really hurt anything as long as it doesn’t distract you from real value-adding work. But when your boss is pressuring you because nobody has “liked” her civil engineering firm, you can simply challenge her by saying, “we’re a great firm, but probably not a company people want to waste their time with.”
… Unless of course you can make it that way!
What do you think? Does this fit for you or have you had another experience?









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

