Social Media: Competition On and Off the Field January 24th, 2011

Twitter in the NFLIn a day and age when just about anything and everything regarding our favorite celebrities and professional athletes is accessible with a click of the mouse, it’s no wonder Twitter is at the center of all the buzz. The easy to use microblogging site has seen a huge increase in “verified” professional athlete accounts in the past year. The site Tweeting-Athletes.com categorizes the athletes using twitter by sport and team with a direct feed to each players’ tweets. We now know when they wake up, what video games they are “dominating” and how much they spent on their latest Bentley, or two. With this running commentary on the sporting world at everyone’s finger tips, of course we would see some controversy when it comes to the innate competition that these athletes seem to eat, sleep and tweet.

Back in September, David Price of the Tampa Bay Rays was ridiculed for speaking out on Twitter about the Ray’s lack of fan support. “Had a chance to clinch a post season spot tonight with about 10,000 fans in the stands… embarrassing” Fans and critics alike bashed Price on his “rude” statement, who later apologized writing “If I offended anyone I apologize I did not think it was gonna turn into this…” Price was right — who knew that one statement could cause such an adverse reaction. This was when the social media tool really caught my attention in a different light.

Fast forward to this past week’s NFL playoff “trash taking” fiasco. The Patriots and Jets went back and forth for days with “clever” instigations in press conferences and bold statements on twitter. It is the first time we, as spectators, have a more than direct insight into the thoughts, feelings and actions of these athletes on a minute to minute basis. Players were accused of abusing their 5th amendment rights in press conferences and on twitter. What could have once been seen as “private” personal thoughts in 180 characters or less, are now public statements permanently stamped into the the archives of Twitter.

Twitter has been seen as a distraction for many athletes. The NFL has been known to fine players for using electronics near game time out of fear of cheating. NFL player Chad Ochocinco was fined $25,000 for tweeting too close to the start and finish of a game. Shaquille O’Neil even tweeted during halftime while playing for the Suns… thankfully the Suns won that game. Boise State’s head football coach Chris Peterson banned his team from using Twitter during their latest season. “It’s just a distraction that we don’t really need to have right now. There’s plenty of time in their lifetime for Twitter” Peterson said. Much of Peterson’s concern revolved around his team and their relationship with the press. Many times collegiate coaches keep certain players, often freshman, from talking to the media all year. Twitter has blurred the lines of public statements into a more casual “from-the-couch” press conference.

Coaches, such as Jet’s coach Rex Ryan, have come into press conferences unaware of the comments “tweeted” minutes before by his players and are already on-deck questions from reporters. Coaches are also concerned with spending weeks and months working on formations and plays just to have players reveal these intentions in their comments on Twitter. Even though Twitter has not lead to any consequences like that of the fine for a helmet-to-helmet hit, it still unknown how the site will effect the future of professional sports, on and off the field. I mean let’s face it, we all saw how Wes Welker’s comments in a press conference probably cost New England the Super Bowl.

Brand Ambassadors — Build Your Army October 20th, 2010

Brand AmbassadorsIt doesn’t take much effort to get noticed, but it does take some.

Your last experience with a brand is your last impression of that brand. How friendly is that UPS driver? How helpful was the phone support person from Verizon? Was the Apple store sales rep helpful and genuine? I used to work for a print shop that made deliveries. The delivery guy didn’t really know his way around town, but he had the biggest smile and was always upbeat. Consequently, the customers loved him.

Brand Differentiation

Most people know that differentiating your brand is extremely important, but some may overlook customer service as the vehicle for achieving this. When I experience great customer service, I remember it. Don’t you? I tell my friends, I tell strangers via Twitter, and my brand perception is affected. This weekend, I had a wonderful experience with The Hawthorne Hotel in Salem, MA. On Saturday, I tweeted that I was looking for restaurant suggestions in Salem for that night. Someone under the hotel’s name tweeted me back. The conversation resumed over the phone and even though they were booked solid that night, she said she would get us a table. She even gave me the phone number of the hostess’ station and the hostess’ name. When we got into town, I called the station. Sure enough, she said she knew I was coming. We had maybe a 10-minute wait in their comfortable lobby before we were seated. Keep in mind, October is Salem’s busiest month of the year. The atmosphere and food were excellent, but more importantly, I felt like a movie star — getting into a packed restaurant all because someone cared enough to reach out to me on Twitter. Was it a lot of work on her part? Not really, but the Hawthorne Hotel has made me a fan for life.

Toot Your Own Horn

It is important to let people know the great things that you and your team are doing. Companies do amazing things all the time and I don’t think they talk about it enough. Twitter, Facebook, company blogs and news pages are perfect vehicles to tell these brief but relatable stories. Years ago, when we were rebranding Holly Cleaners in Newton, a “high-end” dry cleaning company, we started digging for some news (desperately hoping that a dry cleaner would have something interesting to say). They brought up a story about a customer’s wedding dress. About a week before the wedding, they had the customer’s dress laid out on a table to be dry cleaned and a ceiling fixture crashed down on top of the dress. They called the bride-to-be and explained the catastrophe, but assured her that she would have a new dress on her wedding day. They then proceeded to hire a well-known dress designer to rebuild the dress using much nicer materials than the original. The customer ended up with an amazing dress in time for her wedding – at no charge of course. Our jaws dropped — why hadn’t they broadcast this story before?

You Don’t Ask, You Don’t Get

Ask your customers for recommendations or to participate in your online discussions. At Metropolis, we use the launch of a project as a perfect way to recap with the client. We write a press release and ask for the client’s input. We also ask for some kind of quote to put in the release. Point existing and potential customers to your blog posts and ask for their input. Engage with them on their own blogs and other social media sites too.

Reach Out, Grow Your Network

Once you identify who you should be marketing to, talk with them. Join discussion groups on LinkedIn and offer helpful advice. Network in person and connect people. As long as you’re personable and genuinely helpful, you’ll be remembered in a positive light. The more active you are, the more memorable you become (simple advertising — right?) The larger your network, the more valuable it will be when you need it. You may not have a newsletter that you’re sending out right now, but you should still be collecting names for your database. Don’t wait until you actually need a network to start growing it.

Communication and networking takes time, but it’s worth it. Spend some time with your online community and start building your army of brand advocates now!

“Social” Isn’t a Tool June 29th, 2009

Search Engine MarketingOne question I’ve been asked a lot recently is “what’s going to be the next Twitter?” The quick answer is, it doesn’t matter. I know that sounds flip but hear me out before you think I’m just another social media basher (you’ll know this is not the case if you read my blog). I say “it doesn’t matter,” not because I don’t love Twitter and all the other social networks but because it assumes that the concept of “social” can be limited to a single tool.

To that end, comparing the phenomenon of “social” to a tool is somewhat akin to thinking that a good website is strictly about a great logo or a slick header graphic. Obviously those things help but they aren’t the end all to be all. It’s the concept of great usability and design coming together meeting the needs of a stated business objective that makes a site great. Oh yeah, the site damn well better meet the needs of the customer too. Otherwise, you’re dead in the water.

Getting back to my rant about Twitter and why limiting “social” to the category of a “tool” is such a pet peeve of mine… Well, it’s not dissimilar to thinking that the discipline of marketing could be confined to just e-mail or advertising. While some companies might concentrate their efforts on a particular tactic, most good businesses also leverage other tactics to help accomplish their goals. They also realize that at the end of the day, “marketing” isn’t limited to one tool because it’s a more about a philosophy and a thought process than it is a bunch of tools.

The difference between good marketing or even site design is that while “social” can be important to helping a company get in touch with its customers, it can also be a transformative power within an organization helping companies:

  • Share ideas — both internally and externally
  • Co-create with its customers
  • Energize its customer base by creating a launch pad for word of mouth marketing
  • Deepen loyalty and increase referrals by giving customers something of value

I guess the next time someone asks me what the next “Twitter” is, I’m going to tell them that it’s the wheel, or the printing press. Or a turbine engine. Or the Internet. Maybe then they’ll start to think about this brave new world of “social” as something more than just a tool.

So how does your company describe “social?” Let us know in the comments — just do me a favor and don’t use the “T” word.
Expose Your Brand and Reap the Benefits of Social Media June 17th, 2009

Social Media CommunitiesIt’s very trendy. Companies of varying size and type are exposing their brand and messaging via social media marketing. These organizations are having cocktail parties online! They are establishing and maintaining real-time conversations with customers, colleagues, industry peers, thought leaders and management. Throughout the conversations, brand loyalty is being garnered. Messaging is being spread. Stories are being told. The exposure is immediate, smart, savvy and contagious. “Social media creates a solar system for a brand with multiple satellites of interaction channels, some large, some small.” – Derek Showerman, Director of Social Media, Authority Domains.

Use your website to first explain your message/brand and then have direct links to your social media sites (i.e. Facebook, twitter, online community, etc). But be sure to keep the design of your messaging, and overall identity consistent!

Expose your brand to social media and reap these benefits:

Online conversations and increased SEO
Thought provoking and news worthy content is contagious. People tell people. Conversations will build a community of loyal followers (customers).

Immediacy
Hitting a front page of major social video, news and bookmark sites will send you large amounts of instant traffic while simultaneously building your keyword optimization.

SEO
Conversations and linking will dramatically boost your rankings in search engines.

Peer Power
Gain peer recommendations, attract influencers, comments from bloggers, etc. Initiators and influencers decidedly play an important role in decision making.

All Natural

Receive natural links without any discernible pattern! Your website will be exposed to large groups of people in a spontaneous fashion. This differs from paid advertising which can be conceived as commercial efforts.

Quite Complimentary

Social media optimization and marketing is usually community-specific. It doesn’t interfere with any other methods of getting traffic to your website. It can and will fit perfectly with an advertising campaign targeting other websites or search engines.

The bottom line is social media has created a way for people and businesses to become transparent. Social media can be a great way to find and establish followers, but like in real life, friendships require time, understanding, honesty, and the occasional greeting card. Before exposing your brand via social media, step back and take a look at all of your marketing components (logo, website, calls-to-action, etc). Make sure that all of your messaging is consistent and accurate before you expose your identity. Ask for help.

In the spirit of being social, join us for a live presentation about social media communities. A complimentary and informative networking event with appetizers, drinks and even pool. June 30, 2009, FELT Boston, 6-8:30PM. Sign up here.

Who Are You? January 29th, 2009

Your Personal BrandYour personal brand is not unlike a corporation’s. Its your reputation, other’s perception of you, and how you call attention to yourself. Long gone are the days where individuals align themselves to one company for their entire career. The strength of many companies rely on the quality and expertise of the individuals. So why do people neglect their most valuable professional asset — their brand?

Your personal brand used to reside on an old resume in a drawer, and perhaps on a few outdated letters of recommendation. But we have LinkedIn now. We have Facebook, blogs, and Twitter. And they’re all easy to use. Think about investing time in your personal brand the same way that you would invest money for your retirement. Even a little bit of effort now, will pay off exponentially in the future. You are only a Google search away, or at least — you should be.

LinkedIn is a must for everyone. Its a permanent professional network for jobs, recommendations, advice, and professional growth. Get on there now, fill out your profile, and connect to people you know. This is an incredibly deep version of your resume. Facebook is LinkedIn’s little brother in terms of professional networking. I prefer to use it to stay in touch with my personal friends, but there’s definitely some crossover there.

Blogging and Tweeting can be a very public forum to showcase your professionalism, knowledge, and expertise. And because of the viral nature of these mediums, a little effort can go a long way. In fact, once you start using these tools, you’ll find countless resources on how to blog and tweet like the best of them.

Its all free (for now), easy to do, and honestly, its fun too!

(For extra credit – read Chris Brogan’s take on email databases, although I think a LinkedIn account is adequate for most.)