(Crossposting my The Third Club leadmarke column.)
Eine Marke sollte ruhig auch mal Konsumenten, Feministen und Aktivisten widersprechen.
"Sollte man das wirklich? Dem Konsumenten widersprechen?", hatte ich mich im Fazit unserer Wiwo-Kolumne Die drei dümmsten Reklamefehler gefragt.
Ich beantwortete mir dann meine Frage umgehend selbst: "Es wird wieder Zeit für ehrliche, ungeschminkte Meinungen. Für Leidenschaft und Mut"!
Please read also the full post at mother nature network.
"The short film shows the dehumanizing pitfalls of augmented reality and gamification in our everyday interactions.
Google envisions its Google Glasses, a wearable augmented reality device, giving people instant access to information about the world without having to tap on their smartphone or tablet screens. The glasses' augmented reality technology takes digital information - normally locked away inside mobile apps or Internet browser windows - and displays it in a timely fashion directly on top of what a person sees in the real world.
But "Sight" pushes augmented reality and other technology trends to the creepy extremes by imagining a Google Glasses device implanted in your head. That cyborg technology enables the man in "Sight" to do a lot more than just check on the woman's social networking updates on the date in progress."
Quote and video via mnn.
(Polaroid by Douglas Wilson > available here)
At the moment we are 12 brave wo/men - but want to allure all brave wo/men out there! Just to give you a very small hint on what we are talking about please inhale the following list.
(Yeah, I know, some 20.000+ great people are not on that list.
But you do know: there is no definitive list of great people.)
This is not about names. The personalities beyond them will give you a pretty good picture what I am talking about. They are the wild-card characters of entrepreneurial personalities and spirit, of motivation, engagement, and dedication I would love to see @TheThirdClub:
What we have done up till now is limit our thinking of what online can do based on a narrow view of what marketing can do. But what happens when marketing changes?
“The web essentially is a planetary-scale nervous system where individual minds take on the role of synapses, firing electrical pattern-signals to one another at light speed - the net effect being an astonishing increase in creative output.
More than ever you will have to start thinking outside the box - outside the facebook box that is! Facebook is a trap.
More than ever you might learn now - by observing what happens within Google Plus - how vulnerable social networks are. The more vulnerable the more closed they are.
To start early with G+ (and brief your agency accordingly so they do not oversleep like they did with facebook) you should get at least a slight idea of its potential:
- Google Plus and Docs = collaborative publishing on the fly.
- Google Plus and Youtube = exponential video sharing.
- Google Plus and Latitude = Foursquare killer.
- Google Plus and Translate = a true social media Babel fish.
- Google Plus and Sites = Facebook Fan page killer.
- Google Plus and Adwords = a viable, trackable and ROI effective monetisation model for social media.
Read it all at Google+ is the golden ticket to the chocolate factory of social media. Via Nico.
I’m an inventor, and I started looking at long-term trends because an invention has to make sense in the world in which it was finished, not the world in which it started.
This short quote hits on several important points:
In reality, we probably need to undertake a combination of all of these techniques. And just as importantly, we have to combine thinking about the future with a culture of experimentation. It’s experimenting that ensures that we are finding ideas that will actually work.
Our job is to invent the future, and to do that, first we have to formulate a good idea of what the future should be.
It often also makes sense to look at 3 groups of people: 01 kids, and what they love to do - 02 most admired companies - like Apple, Google, Twitter - of the world, and where they are heading - 03 politicians, and what they are prohibiting. This will give you a multi-dimensional picture of the future.
You just have to be better than that.)
Tim is a lecturer at The University of Queensland Business School. He researches, writes, teaches and consults on topics relating to effective innovation management, with an emphasis on studying innovation networks. He blogs at The Innovation Leadership Network. Twitter: @timkastelle
Most service providers like to say they “eat their own dog food.” Not Jon Miller, co-founder and VP Marketing of Marketo. Miller prefers “drink your own champagne,” and not just because it sounds classier. This preference is based on the stunning fact that Marketo is according to Miller, “currently the fastest growing software-as-a-service company in the world,” a feat accomplished by using their own software to turn marketing into a science.
Founded in 2006, Marketo already has over 1,000 clients, who pay just under $30,000 per year with the goal of improving the yield of their marketing activities. Miller and his team rejected the notion that marketing was an art form, relegating that to the “Mad Man” era, preferring to focus on “process and analysis,” and in doing so delivered to this interviewer 8 delicious ways to drive revenue.
1. Don’t call a lead before its time
For most marketers, a lead is a lead, entered into a CRM system like Salesforce and treated with equal urgency. According to Miller’s research, this approach means that, “only 6% of leads ever close” and “only half of the sales people make their sales goals.” Having been able to identify key buying signals, Marketo’s system separates leads into two buckets, the 20% who are “ready to buy,” and those that require nurturing.
2. Know the buying signals of your prospects
Just because a visitor to your site gives you their contact information for something like a white paper, doesn’t mean necessarily that they a qualified lead. Explained Miller, “if somebody downloaded our webinars or thought leadership [documents], we know they’re at the early stage.” However, reported Miller, “if you go to our website and see the detailed pricing pages or register to watch a detailed demo, you’re very likely to enter a buying cycle with us.”
3. If they give the sign, call your leads post haste
When all leads are given equal value, they naturally clog up the sales process, wasting the time of both the prospect who isn’t ready and the sales person who then becomes skeptical of all the leads, further diminishing the yield. But if only truly qualified leads go into sales pipeline, the sales force is reading and willing to jump all over them. Added Miller, “if you show buying signs, we’re going to be dialing your phone in 3-4 minutes!”
4. Reward your marketing team more and raise quotas
At most companies, marketing generates about 30% of the leads, which means the sales force needs to be heavily incentivized to not just close but also to find the leads themselves. “At Marketo our marketing team generates 80% of the sales pipeline,” explained Miller. This has allowed them to “radically reduce the salesperson’s risk” and “change how [we] compensate the marketing department.” And because Sales has better quality leads, they close at a higher rate, allowing Marketo to raise quotas and hire fewer sales staff.
5. Focus sales team on closing not educating
According to Miller’s research, at most companies “almost half of the salesperson’s time is spent on unproductive activities.” This includes educating prospects on the category and the product. “This is outmoded thinking,” explained Miller, since today “70% of the buying cycle is complete before the buyer wants to connect with Sales.” Assuming you are providing all the necessary educational material online then you too can “optimize the demand chain” by only giving Sales leads that are ready to be closed.
6. Hire a CRO
After all this talk of marketing efficiency, one of the more surprising outcomes of my conversation with Miller was his suggestion that companies hire a Chief Revenue Officer and place Marketing and Sales underneath that person. Explained Miller, whose company just hired a CRO, “I don’t believe you can have a CMO and a CRO.” This is not “a glorified Head of Sales,” added Miller, but someone who can lead “a fundamental transformation about how you think about generating revenue.”
7. Nurture all your other leads
While the bulk of this conversation has focused on identifying and converting hot leads, this is only half the secret to Marketo’s success. The other half is the recognition that today’s tire kickers are tomorrow’s buyer as long as you have a strong “nurturing process to educate and stay in touch with them over time,” noted Miller. He added, “a full half [of our leads] are coming from seeds we developed earlier.”
8. Invest heavily in content development
When explaining Marketo’s success to-date, Miller revealed that they invest heavily in marketing, spending three times the ratio of most companies but because of their lead conversion rate, they are also more efficient and profitable than these other companies. A huge portion of that investment goes into content development including webinars, white papers, blogs and social media. In addition to creating “a lot of inbound leads and SEO, [this content] also helps to build trust and credibility with buyers who are starting to perceive us as innovators and thought leaders,” explained Miller.
Final note: A magna cum laude physics major at Harvard, Miller’s desire to find the math in marketing shouldn’t be all that surprising. What may come as a surprise is the extent of Miller’s foresight as exemplified by the fact that he “actually started writing [his] blog before writing any product.” For more on Miller, see my follow up interview here on TheDrewBlog.com. This article first appeared on FastCompany.com.
Take the 8 headlines and add your individual content with your own experience and expertise. The above raises the bar? Start stretching!)
Drew is the CEO of Renegade, the digital & guerrilla marketing agency from New York City that helps clients make more out of less by transforming communications into "Marketing as Service." Twitter: @DrewNeisser
The successful brand lives 'empathy. engagement. reciprocity!' to create an individual Win-Win! sensation: a truly Monopolistic Moment.
No, not the multinationals succeed in doing so. They are too far away from the real life of people, citizens, and consumers. Strangely enough.
Not the multinationals are the trendsetters, the true innovators. Real trends are set by students/individuals developing Facebook, Yahoo, Google, flickr, tumblr, typepad, Skype. Newcomers found Tesla Motors, etc. these days - not those guys like Mercedes just advertising (but not delivering) 125 years of innovation.
Everybody may become a player on the world's markets. May become disruptive with new products, brands, and business models. And many do.
And they are even more successful, if their brand engagement is on a par with product development. Engagements establish communication life cycles. Communication life cycles are on a par with product life cycles.
Within huge corporations that would imply to reorganize marketing, costumer service, R&D, etc., more or less the whole company structure ...
.. and to add a new culture: Win-Win! situations are based upon reciprocal cultures - outside (with customers) and inside (between co-workers) the corporation. They do not exist in bigger corporations as a given. They have to grow. They must flourish. They have to be lived, cultured, and inspired from role models at the top.
Successful brands create Informal Markets and Plug.Play.Win-Win! relationships by anticipating human's new individuality, independence, and impatience - outside and inside the corporation!
"Everyone has heard of “word of mouth.” It’s a grassroots style of marketing that uses the goodwill of current and future customers and magnifies it as much as possible.
Two things have changed with social media emerging as a primary marketing venue.
First, the potential to have messages amplified is much higher - individuals can spread their message much more prolifically through social media than they ever could before through standard “word of mouth.”
Second, businesses have a greater amount of control over not only how amplified their message is but also how they can monitor what’s being said.
The “mouth” has been replaced by the “click.” It’s a “Word of Click” world, now, and businesses must be willing to use it if they want to truly take advantage of social media."
Read more about
- Understanding the Power
- Monitoring the Clicks
- Encouraging Word of Click
- Tools to Master the Click
at The New Hotness: Word of Click Marketing, flowtown.
Note: I like ;): "I don’t think Net Promoter is about like, its about love" in the following interview. ... Enjoy!
(L/M NET features Drew's inspiring posts on a regular basis.)
The following are highlights of my interview with Deborah Eastman, the former CMO and current GM of Global Consulting at Satmetrix, shortly after her presentation on Social Media at the Satmetrix Net Promoter® Conference. By the way, there were over 500 people at this conference with a sizable representation from a number of really big companies like Verizon Wireless, Symantec, AAA, American Express, Dell, Fidelity Investments, Merck, and Intuit. (You will find the article inspired by this conference on MediaPost.com.)
In the off chance that Net Promoter is a new concept to you, click here. The rest of you are probably well aware of the idea that was first popularized in Fred Reicheld’s book, “the Ultimate Question,” and have seen my references to it in several past posts.
What are the challenges of integrating social media and Net Promoter?
The challenge is that if you do [integrate social and NPS®] you also need to integrate it with your CRM system so you can do NPS by segment. You need to know if they are customers or not. You need to know if they are high value customers or not. And we would advocate this is not about collecting a score, this is about improving the experience in a closed-loop process is a critical part of that.
Would it make sense to put your Net Promoter Score right up on website?
I’m not a big fan of publishing your NPS especially to your customers because, who cares! I mean, do your customers really care what your NPS is? What customers care about is what experience they get. And our personal philosophy is that Net Promoter is about building a customer-centric culture, which you deliver a positive customer experience. The result of that is a high Net Promoter Score. Focusing on the score is having the wrong conversation.
Should we anticipate Net Promoter being asked on a Facebook fan page?
We’d like to see a better integration of Net Promoter and social media. In face, we’d love to see that. The challenge, I see today is that its all about social media marketing. We [marketers] haven’t connected the dots between Net Promoter and social media in a way that allows us to really take advantage of those visitors.
In the egalitarian world of social media, even a small voice can have a big impact. Is there a risk in treating some customers better via social channels?
We have what we call “the voice according to value,” so when you think about Net Promoter as a customer feedback process, [not all customers are equal.] If I call American Airlines as an Executive Platinum member, I should get a differentiated experience from the guy that flies once a year to go visit grandma. The example I gave with Stephen Fry, is the potential brand impact that [his tweets] had differentiated him [because of] his influence not necessarily his value as an [individual] customer. That influence translates to value.
Does this same notion apply to B2B customers?
I think you should always be looking at segmentation of your customers in order to treat your customers differently. In a B2B environment you should be treating – understanding the needs of a decision maker differently than an end user. So I absolutely believe in that.
Is there any kind of equivalency between a Like on Facebook and a Net Promoter?
Like to me is opting in. I don’t think it identifies you as a Promoter or a Passive or a Detractor. You could be liking a particular thread, you could be liking the brand, [there are] all kinds of ways to like. And quite honestly, I don’t think Net Promoter is about like, its about love. When you really create a Promoter, you create an emotional connection that is closer to love than like.
Should we expect a Satmetrix plug-in that will work right on Facebook?
Not on our immediate road map. I am much more interested in integrating the voice of the customer into the closed-loop process, which is the most important part of a Net Promoter program. Having fragmented listening channels without a closed-loop process is a disadvantage for our customers. Whether or not we collect scores through Facebook or those types of things, we’ll let our customers drive us there.
A lot of people here have the title “customer experience executive,” and a lot of companies have social media people, is there a world where these folks are in all in the same department?
In my perfect world, yes! What Symantec has done is interesting–they’ve established a Social Media Council and I actually think that’s where we’ll see this go. This [type of council] brings together all of the key stakeholders which would include marketing, customers experience execs, probably include the support organization and the product org for idea generation. This would bring together multi-functional representation to be looking at social media from an enterprise perspective.
Whats happens if these departments aren’t working together?
Social media is another channel for customer experience but its fragmented [right now]. Marketing is doing their thing; service is doing their thing. To me, Starbucks would be a great example. You go to the Starbuck Facebook page — you can actually top off your Starbucks card (clearly owned by marketing) and then there’s Starbucks Ideas which is this community that consumers can provide ideas for what they want from Starbucks. But you can’t access Starbucks Ideas from their Facebook page. [That]just illustrates a siloed mentality.
A year from now, do you expect the folks here will come back with their social media stories?
I don’t know if it will move that fast. We’ll want to watch their progression with NPS. Companies like Symantec are very advanced on their Net Promoter communities so they are integrating NPS in social media channels but many of the attendees here are still early on their journey. They are still trying to figure out how to build a closed-loop process, never mind integrating it with social media.
Any final words of wisdom bringing these two worlds together?
I don’t think it is about [getting the Net Promoter] score, I think it is about creating a social experience that creates promoters. Right now we just want to get the Net Promoter guys at the table because [social media] is typically owned by marketing and treated in a very fragmented fashion and we would advocate that you want to make sure that at least that’s connected with your Net Promoter program.
FYI: Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
Drew is the CEO of Renegade, the digital & guerrilla marketing agency from New York City that helps clients make more out of less by transforming communications into "Marketing as Service." @DrewNeisser
I sketched this cartoon while on hold with United Airlines last week. I spent a total of two hours and 12 minutes with United over four separate phone calls trying to get home from New York after the storm, so I had a lot of time to think about service.
Many brands fall down on service. They view it as a cost center. Yet, all the marketing dollars invested in animated TV ads and direct mail mail pieces can be evaporated by a couple bad service experiences.
Marketers dream of having a captive consumer audience. Most brands struggle for attention. United had two hours and 12 minutes of my time. I was captive all right. But as I listened to the George Gershwin United theme song over and over again, I had time to think about all of my frustrations with United (and question just how much that Premier Executive frequent flyer status was worth it).
Of course, bad weather isn’t United’s fault. But, dealing with the aftermath of bad weather is simply part of being an airline. Excelling at resolving situations when things go wrong is part of how any brand is judged.
A few years ago, I interviewed with Apple for a marketing role with AppleCare, their service and support plan. At first, I didn’t see how a service plan was even marketing. But then I realized that the moment Apple products break is exactly the moment that Apple proves itself as a brand. The genius at the Genius Bar or the AppleCare phone operator are front-line brand managers. Those experiences directly drive how a consumer feels about a brand, and what stories they share with others.
If you haven’t seen it already, take a look at Dave Carroll’s music video that captures his rough service experience with United. His experience obviously touched a nerve. The video has been seen 9.9 million times and Time Magazine named it the seventh most viral video in 2009. The Times even speculated that the video and bad PR fallout prompted a 10% stock price drop for United. Service is as much a part of marketing as the four Ps.
Tom, when not cartooning (eg. for Marketing Week), is method's international managing director. Based in London, he frequently speaks at campuses, companies, and conferences about marketing, cartooning, and how to spread business ideas. @tomfishburne
Some of you might have guessed already from last weeks newsletter delivery that something changed. You are right.
I switched from 1300hrs to 1700hrs to serve the time zones from New York to LA better - without neglecting Europe (which translates into 0800hrs LA, 1100hrs NY, 1700hrs Berlin).
Hope you like that.
(PS: Feed accuracy (right after publishing the resp. post, instead of given fixed hours) still depends upon feedburner/google.)
(PPS: Those eager to read more (from me) are cordially invited to join me at my mediaclinique (99% German) and distinctive leadership (95% English) blogs. Newsletter delivery: 1100hrs and 1300hrs, resp.)
"We worked with a small team of engineers from Twitter, Google and SayNow, a company we acquired last week, to make this idea a reality.
It’s already live and anyone can tweet by simply leaving a voicemail on one of these international phone numbers (+16504194196 or +390662207294 or +97316199855) and the service will instantly tweet the message using the hashtag #egypt.
No Internet connection is required. People can listen to the messages by dialing the same phone numbers or going to twitter.com/speak2tweet."
Via Google blog.
(Please see Twittern für die Opposition: Google fordert Ägyptens Präsident Mubarak heraus, handelsblatt, and #egypt: Hypocrite of the Year Award for vodafone's 'power to you' campaign for some background information.)
Still keeping my promise not to prove a point by using Apple or Nike, I call for a little more innovation in your companies, agencies, brand departments.
The world is changing that fast that you cannot become (or stay) successful, if you base your fate on 'old' innovations and products launched years before.
Open your eyes - all innovation lies right before you. You will see it in the eyes of the individual (and the people) around the world. In their new individuality, independence, and impatience.
But: Don't ask - Just listen ...