Tag Archives: social media

July 10, 2013 · 10:09 am

Think Like A Reporter

One unit I used to teach way back when was on journalism.  Even though it was a long time ago and everyone’s access to information has changed significantly, the basic principles haven’t.  The reason I mention this is that it’s also a critical factor in being a good executive and managing your business.  So first some general points and then an example.

Old News - canon rebel t2i

(Photo credit: @Doug88888)

I used to tell the students to doubt everything.  If they hear a “fact” it was their job to find another source to confirm it.  If it came out of research, look into who did the research and why for signs of inherent bias.  It they heard or read it from an individual, ask questions – how do you know this, where did you learn it, do you have proof it’s true.  I’d remind them of something that I think is even more true now:  reporters are supposed to be “fair.”    There is supposed to be some objectivity in what they do and critical thinking – separating fact from fiction – is key.

We used to spend time on news vs. opinion and discuss how news informs while opinion persuades.  News presents all the facts; opinion presents only those that support the position taken.  One is objective; the other subjective.  As an aside, this is probably the biggest difference with almost all “news” today.

Example:  the plane crash in SF last weekend.  Within minutes, social media was filled with photos, witness reports, and statements by people allegedly on the flight.  I assume that the folks at the news networks follow Twitter and other sources yet nothing was said by any of them for 15-20 minutes.  Is that a failure?  Not in my eyes.  Clearly SOMETHING was going on but what?  Was it a crash or a training exercise or a movie shoot?  Saying “there’s a lot of activity on social media about something going on at SFO” is factually correct but says nothing.  So they waited to verify the information and then acted.

All of the above is critical when you’re in business.  I’m sure you see dozens of “facts” every day, whether they’re memoranda, data, presentations, or just conversations.  Acting on any of that information without thinking like a reporter can be fatal.  We need to make informed decisions and having the wrong information will make those decisions suffer.  You agree?

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June 26, 2013 · 10:08 am

Chief Customer Officers

How do you serve the needs of your customers when you don’t know what those needs entail?

English: A business ideally is continually see...

(Photo credit: Wikipedia)

Moreover, how does that situation get rectified when there is no one who is focused on discovering and voicing those needs?  “Oh,” you say.  “That doesn’t seem possible.  After all, we have entered a time when customers share their thoughts freely and the tools for engagement are widely available.”  I know – that was my response to the questions too, except I asked them after looking at a piece of research from the Economist Intelligence Unit, reported by Marketing Profs.  A little disturbing:

Only six in ten senior business leaders view their companies as customer-centric, and only 56% report a clear understanding of customers’ tastes and needs…only 19% of CMOs play a leading role in connecting customer-facing functions.  21% of the respondents believe it is a shared responsibility across multiple roles. A plurality, however, believe the CMO should represent the “voice of the customer.

Maybe that’s the problem – “marketing” officer is by definition focused on advancing the goals and messages of the organization.  Perhaps we should instead be calling someone the CCO – Chief Customer Officer.  Their job is to be focused on advancing the customer’s needs.  They can use research and social tools to discover what’s on customers’ minds and translate those insights into goals and tactics for the organization.

As it turns out, such a position does exist in some companies.  It’s relatively new but I think it’s an area that will become critical across most businesses over time.   I’m sure there will be the usual delays as corporate infighting takes place as the roles become redefined.  Too bad – it’s a missed opportunity.  I thought this bit from the MediaPost article was interesting:

Customer insight, data-driven analytical capabilities and social media expertise are among the CMO skills that respondents say are becoming increasingly important. These and other technical skills are critical because they help CMOs justify marketing investment based on facts, not assumption, enabling them to build credibility throughout the organization.

In a phrase, OMG.  So we want to get in touch with our customers so we can be more credible and so we can increase our marketing spend?  In my opinion, not so much although I do agree with the first part of the statement.  The best way to justify any expenditure is through results, and the best way to get those results is to be in lock step with your customers.  The CCO role can help make that happen. Do you agree?

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June 20, 2013 · 10:57 am

Want Them To Shop? Get Social.

I spoke the other day at a meeting on the topic of search engine optimization.

Empty Store Front (Dixon, IL)

(Photo credit: wayne’s eye view)

The folks in the audience were neither SEO professionals nor particularly interested in the field.  They were, however, smart enough to recognize that good SEO, particularly local SEO, can be a huge boost to their clients.  Like all good salespeople, they knew that if something mattered to their clients it needs to matter to them.

It turns out that their focus on becoming more visible in local search is a critical element in retail success.  I’ve come across a couple of things that demonstrate it.  The first is a KPMG study:

Asked which technology-related trends are having a significant impact on their business, a leading 71% of retailers pointed to social media, with a majority also citing mobile/online shopping (52%) and mobile/online promotions and coupons (51%) as significant influences, per results[pdf] from a KPMG survey. The researchers note that “brick and mortar stores are now viewed with newfound potential,” largely as a result of new social and mobile technologies.

This is reinforced by research conducted by comScore for UPS:

Mobile and social channels continue to change the way consumers shop – 46 percent said they are less likely to comparison shop when using a retailer’s mobile app, and 47 percent said they want a retailer to send a coupon to their smartphone when they are in-store or nearby. Not surprisingly, 84 percent of online shoppers use at least one social media site. Among Facebook users – the most popular channel – 60 percent “like” a brand to receive an incentive or promotion.

Obviously, being discoverable, particularly in mobile search is important.  However, if retailers – especially small businesses – aren’t actively working to boost their social presence, which is a factor in local SEO along with reviews and listings, they’re missing a huge opportunity.  As I’ve written before, actively supporting social and doing it well can be a huge time suck for a small business (or any other business for that matter).  These businesses are unlikely to use an automated product (which is probably a good choice anyway).  I’d think of it as spending an hour doing customer service, even if that hour is spread out over a few 15 minute sessions.  It’s too good and important an opportunity to ignore, both for SEO reasons and for the opportunity to stay front and center with your customer base.

Any local businesses you know doing a good job on this front?  Does it make a difference to you?

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