But, I digress. My tangent is distracting us all for the point of today’s rant.

Pointless, cheezy, salesy, uninvited emails via facebook.

I recently received this from someone in one of my groups:

When Britains Got Talent start Susan Boyle took the stage in front of the three judges, it was all the audience could do to stop themselves from laughing. In front of them stood a 47 year old woman with an unpolished appearance who was certain to humiliate herself in front of millions. Then she did something extraordinary. She sang “I Dreamed a Dream” from the West End musical Les Misérables so beautifully that she received a standing ovation and is the talk of the UK. Her audition which has since been put on Youtube has received tens of millions of views.

So what business lessons can Susan teach us?

1) Don’t judge a book by its cover.

Susan was written off before she’d sung a note. But not everything is always as it seems, sometimes it’s worth giving people and services a chance before writing them off. They may just surprise you.

2) A book is always judged by its cover.

The audience’s reaction to Susan was hardly surprising. Were we all being cynical? Well yes, but that’s human nature. Even though your product or service may be outstanding, people tend to make quick judgements. Is your website, packaging or marketing conveying the right message?

3) Be extraordinary

Susan isn’t a huge hit because she sang the best version of” I Dreamed A Dream”, there are better versions around if you care to look. She’s a huge hit because people were not expecting her to be so good. The fact that she exceeded everybody’s expectations made her performance extraordinary and something that people want to talk about. Is your company creating things worth talking about?

Finally a big congratulations to Susan who will continue to chase her dream. Something we should all be doing.

DO YOU SEE HOW LONG THIS IS?

And it’s not even from a friend. I don’t know who any of these people are. This some yodle esposing yodle-um for (who’s exactly?) benefit. I don’t get it.

1. FACEBOOK IS NOT A BLOG

your blog is a blog. posting a link to your blog is cool. I can read it if I want. It doesn’t clutter up my facebook page. that’s cool.

2. FACEBOOK IS FOR FRIENDS

I have friends that ask me questions about my business on facebook. I answer them.  That’s it. if it’s more than one paragraph I call them or email them offline. Every business owner I know and respect handles this the same way, so you might want to also.

3. FRIENDS DON’T LET FRIENDS SEND SPAM

And you shouldn’t either.

R

It doesn’t matter what it is; a newsletter, postcard, fun picture or a sample of your work, sending anything out to your address book on a semi-regular basis is good for business. Let’s be clear: I am NOT advocating sending out a digest of boring crap that you think is important. I am NOT cheering for the rights of the cheezy sales guy sending me a 3-page long “regular priced 199 but for you it’s 99 (if you order in the next 10 minutes)”. I am ABSOLUTELY NOT endorsing the emailing of a daily quote that will be the first thing I curse at every morning….

What I am always encouraging of is the sharing of your brand and your personality in a way that betters the lives of those around you. If you are a online video company send me one of your coolest videos (if you have cool videos… if you don’t then just make one that’s funny) every month. If you’re a celeb photographer send me something no one else has seen yet. Are you getting the drift yet?

The trick to a great newsletter/eblast/marketing thing is

1. Be consistent with your personality.

If you are funny then your email should be funny. If you are overly stuffy then your email should be funny. If you are boring your email should be funny. If you are nerdy (like me) then it wouldn’t hurt to share something that will make everyone else feel a little more smart than they did before (I share my tech love of the month). Just don’t over-educate people – keep this short and entertaining!

2. Give the audience something that matters to them.

I know you want to sell your widget. Or talk about how cool you are. Restrain yourself. Think for a minute about who your ideal client is – a CFO? CEO? Small Biz Owner? IT guy? What really matters EVERY DAY for this ideal client of yours and what could you give them that would help this? Is it a coupon to the mac store, or the inside scoop on a new product (that has nothing to do with your products, but is consistent with your brand as “smart techie person”). Maybe your contacts would like to know about an upcoming charity event, or a community day at the park. Giving value doesn’t necessarily mean giving a discount on your product – but giving value always means make your readers day better than it was before your email.

3. NOT trying to “trick” anyone into something

If you are giving a coupon away, just give it away – don’t make people fill out a survey or give you their email addy – you already had it to send them the email with this amazing coupon!!!!! I know some sales coaches that tell you a 3 sentence “sales tip” at the top of their newsletter, and then go into 3 pages about how super-fantastic-incredible their coaching services are. I even know a girl that sends out “quotes of the day”… every single day… and I love her sweet heart, but it’s an automatic service that she doesn’t send every day – she pushes a button once and then forgets about it… while I get ANOTHER email in my inbox that I don’t HAVE TO read… it’s rather tragic.

So if you can take these 3 tips to heart I think you’ll shortly be a part of this wonderful newsletter family I find myself in – welcome to a world where people are happy to hear from you and ask to be on your mailing list.

R

*Author’s Note*

Please don’t think I hate email. I love love LOVE email. I just greatly dislike junk email. I also really really REALLY like saying hi and keeping in touch with colleagues. I just greatly dislike junk email. Notice a pattern?

You know who you are, and what you are selling, but do we?

It’s easy to tell the biz owners and salespeople that feel they must “educate” their customers before making the purchase. This “educating” often turns what should be a 30-second commercial or introduction into a 90-second or (even worse) 5 minute explanation… the handshake becomes a hand-clasp and pretty soon the person your talking to starts sweating and looking for the door.

Don’t worry – I’ve been there too. In fact, we all have (come’on, admit it!).

Educating your customers comes after they become your customer, not when you are shaking the hands of strangers at a networking event. What we need is a quick snapshot of who your prospects are, if we are to have any hope of recommending one or two of our colleagues to you.

So keep it simple, stupid – tell me your name, your company name, and the simple-est explanation of what you do that you can possible come up with… how do you know if you’ve got it? If you can tell the neighbor’s 6th-grader what you do in 3 sentences or less and they get it – or ask you more about it – then you’ve hit the mark.

An example:

my buddy Lesley Sattin over at monkeyjoespeak introduces herself as someone who does “stuff with your logo on it”

Doesn’t get much more simple than that, does it?

Here’s why: anybody +everyone = nobody

If you cannot give me an example of the perfect person to refer to you, then I am unable to mentally search the roster of 2000+contacts I have to find a great potential client for you. If you the business owner cannot narrow your focus, how can I the colleague that wants to help you out, do it either?

So try a few suggestions that will help you to not only craft the perfect 30-second commercial, but also better enable me the faithful referr-er to send you gobs of business leads:

1. Pick 1 or 2 “sample customers” to talk about. Maybe one is a really “successful business” example, and the other is less so (if you walk around telling everyone your ideal client is pathetic, who would want to admit they need you?).

2. Think of 1 or 2 of your best clients from recent years. What did you do for them that was so spectacular and how did it make their lives better for working with you? The happy ending stories are what people want to hear – doom and gloom marketing doesn’t make people want to hang out with you.

3. Pick 1 or 2 companies that you want as your client and ask everyone you know to introduce you to them. Even if the room your talking to doesn’t have that referral, they will think of a company just like your sample and want to help you with a connection. trust me.

4. Don’t be afraid to focus. A little focus will go a long way in building meaningful relationships. On a business management level, focus in a particular industry or market segment can help you to measure results, and then you can have an educated understanding of whether or not the selected industry or market segment can work for you. I’ve worked with dozens of people who thought their ideal client was xyz, but discovered they had the best working relationships with abc… but they didn’t know either way until they focused on each segment and measured the results.

5. You are forgettable. So am I. If we don’t make an impact and give our audience(s) something to associate with us as business, as a business owner, or as an individual, we will be forgotton. Focusing on 1 or 2 examples gives a cornerstone for people to remember you by. This is why taglines are so useful. Try a few out and see what people respond to. I’m the marketing maven because someone teased me once and called me a maven, I used it a couple of times and people remembered me, and so now it sticks. I didn’t pick it, but it helps people remember me, so I’m sticking with it regardless.

Now that you know these tips and tricks – please share them! Let’s kill the “anybody” and “everyone” schpeal, for everyone’s sake!

-pun intended-

R

Deepening Customer Loyalty Through Social Media
by Aaron Strout

When was the last time you said to yourself: “Wow, I’d recommend this product or service to a friend”? Within the last month? Six months? If you have to think about this question, you’ve already made my point. Over the last 50 years, outsourced manufacturing, poor customer service and an overall commoditization of products and services have served to erode consumers’ affections for most brands.
While the idea of diminished customer loyalty may be disheartening–after all, if customers aren’t loyal, they don’t rave about your brand to other customers and they certainly can’t be tricked into forking over a greater share of their wallet–all hope is not lost. In fact, smart brands like Dell, Ford and Sears are starting to see increases in brand affinity as a result of their social endeavors.

Before we talk about some of these examples, let’s start by reminding ourselves why loyalty is important. Arguably the biggest benefit is highlighted in an article by loyalty guru Fred Reichheld, titled “Leading with Loyalty.” Based on research Reichheld’s employer, Bain & Company, conducted last year, “companies that enjoy [the] ‘loyalty effect’ grow at better than twice the average for their industry.”

If doubling your growth rate isn’t enticing enough in and of itself, Reichheld also proves in his landmark book, The Loyalty Effect, that “as little as a 5 percent increase in retention can improve a company’s bottom-line profitability between 25 percent and 85 percent, depending on the industry.” Not too shabby, but also easier said than done.

Let’s take a look at how a few well-known companies are using social media to dramatically improve their customer loyalty:

•   Dell Computers: As recently as 2005, Dell was struggling mightily to keep its customers. Complaints of poor customer service combined with a scathing barrage of bad press stemming from stories of laptop batteries catching on fire led CEO and founder, Michael Dell to tap current “chief blogger” Lionel Menchaca to help right the ship. Through a campaign of open and honest communications via the Dell blogs and proactive participation by its employees in Dell’s support forums, customer satisfaction and loyalty have started to come back in full force.

•   Ford: It’s no secret that the auto industry has come under heavy scrutiny over the last 12 months. The big three in particular have suffered huge PR and sales hits during that time as they attempt to figure out what’s next. During that time, Ford made a giant leap into the world of social by bringing in social media head Scotty Monty. Through tools like Twitter, Scott’s blog and Ford’s Sync My Ride community, they have slowly begun to win back customer and influencer confidence. Ford still has a long road ahead, but they are reaping the benefits of being reconnected.

•   Sears: you’ll be surprised to find out that the company you used to know as Sears is not your father’s department store. In fact, you may be surprised to know that Sears launched its SKU community last summer, and now has more than 200,000 members.
According to VP of Community, Rob Harles, Sears is starting to see some little wins with their community: “Overall, customers are starting to feel that they are being listened to, core members skew toward being some of the most valuable/profitable customers and the ability to reach out to customers and solve their issues proactively is definitively turning around customer perceptions.” Rob mentioned that in one extreme case, the SKU community turned a client from “I would never shop with you again” to “I have put my store card back in wallet.”

If Dell, Ford and Sears can do it, why can’t you?
For anyone interested, here are a few steps to help get you started:

1.   Listen first – You may already know why your customers aren’t as loyal as they might be. If you don’t know, you should start by listening to what they are saying.

2.   Engage – Unless you are one of the lucky few brands that instill passion in your base, think about giving your customers a reason to engage with you. This is most easily and simply accomplished by offering compelling content that is not about your company’s products, but is germane to the customers’ lifestyle. Wrapping this content in social tools makes it more scalable and repeatable.

3.   Measure – If you are diligent about putting steps one and two into practice, make sure you measure. Not only will it help you gauge the effectiveness of your program, it can help you get more funding to fuel it–especially during tough economic times like we’re living through now.

You can also follow them on Twitter (465 friends at time of writing this blog) and become a fan of their new I Wear Read 4U campaign on facebook… Let’s see how it does over the next few months.

More than six out of 10 US high school and college students surveyed “never” or “hardly ever” read marketing e-mails, according to an October 2008 survey by eROI. The majority of respondents said companies were not effectively speaking to them personally through e-mail.

And look at this little graph – text messaging is often the preferred communication method!

I’ve done quite a bit of marketing to High School & College students for my clients via Facebook and MySpace and have fantastic successes by keeping our messaging in the tone and manner that the students use. We don’t say “Would you like to join our fan page” we say “Hey there, we’ve just setup the fan page so we can do giveaways and stuff, here’s the link if you’re interested”. Fortunately for us, MySpace & Facebook both have SMS alerts for users, so part of our great response is undoubtedly do to our recipients being able to reply via their mobile phones.

But are you ready to embark on the world of SMS messaging? For some it’s a hard question to answer. First timers rarely have a database of cellphone numbers in their back pocket, so list purchasing is often your first recourse – and that can get expensive. What would you do with it anyway?

One bar we know of sends a SMS message (aka Text) to their subscribers with the daily special, and that could be broadened to a message containing what teams are playing on their tv’s that night, or what band is playing on that night. Ever noticed a commercial on the TV saying “just text PIZZA to 23434″? That’s how American Idol handles much of their voting process.

As with any marketing tool there’s a myriad of ways to employ both SMS and Email Messaging, what you must always ask yourself is “What does my audience want to hear?” and “What will inspire my audience to take action?”. A message saying Our new Phone system is the best solution for VOIP is much less likely to do you any good compared to Win a free sfsd phone, the same one that saved XYZ company $300 last month, just text MINE to 23453″. When you can get out of your head (stop thinking about what do I want to say), and you get into the mindset of what your audience wants to hear – the results come immediately after.

Ted McConnell, manager of interactive marketing and innovation at P.& G., said, “I really don’t want to buy any more banner ads in Facebook.” His remarks were offered as his personal reflections, not the official position of his employer, and were available on the Web in a podcast of the talk

I read about half of this article before I went on a mission: searching to see if I’ve somehow missed a trend shift (rip van winkle style sleeping for a 100 years?) and facebook became a dead medium. Thankfully after scanning through over 2000 articles on my google reader archives I find no such horrid news… So I return to my original thought – it’s P&G’s marketing approach that is ineffective, not Facebook itself.

Let me just tell you I am biased – I run a business based on consulting marketing firms on how to integrate social media platforms like Facebook into their traditional marketing programs. I do this not because I’m some social media devotee, I do it because I’m 1/2 creative and 1/2 geek – firmly believing technology should be used to make life EASIER, not as the life-sucking fad-track that it is when you don’t use the tool well. It’s simple – hand my grandmother the quilter a hammer and she’s not going to get much done – hand her a needle and thread and you’ll have a new blanket in short order. (I know – I’ve seen her produce 3 of them in the last 3 months)

So back to the point – P&G clearly hasn’t harnessed the power of the social media network.

Brand pages won’t make anyone uncomfortable about privacy issues. But one has to have a compelling reason to seek out these pages. The P.& G. spokeswoman pointed me to its “2X Ultra Tide” page. Here one finds an 11-month-old campaign, “American’s Favorite Stains,” where members can post their “favorite places to enjoy stain-making moments!” When I checked last week, it displayed a grand total of just 18 submissions, including two from P.& G., two from someone at The Onion and one-word posts like “Tidealicious!”

Stagnant pages don’t produce results

Back in April of 2008 Facebook released the Facebook Pages Insider’s Guide, outlining the key strategies of successful marketing on the site. The top 3 strategies were:

1) Regularly adding engaging and useful content
2) Letting fans participate in the conversation
3) Expanding their distribution with Facebook Ads

Now the NYT article author says the P&G’s Tide campaign content had not been updated in 11 months.. but if you look at the page it’s been only 6 months. Either way, does that sound like “Regularly adding engaging and useful content” to you?

P&G aren’t the only offenders here, just scroll through some of your favorite brand facebook pages and I’m sure you will find more and more examplse – if they’re even online yet. Using Social Media as an effective marketing tool requires a change in way we evaluate a campaign. Unlike a television or direct mail campaign, these “identities” on facebook stick around… forever. This is both a negative and a positive – on the positive side you have sticking power.. but on the negative side you have sticking power even if the campaign isn’t effective.

So what if you created a page for your brand and created your very own brand “identity” online? Not just a TIDE page, but the Tide page that’s run by Susan – the Tide Mom – who goes through everything the average tide mom goes through – shares her tips tricks and “war stories”, uploads videos of related topics, takes pictures of kids messy-ness (maybe creates a submit the nasties stain photo contest?)… Wouldn’t that sort of identity be one that mom’s would connect to, be engaged with, and then participate in?? Better yet, you could create individual identities for your unique buyer profiles

In his remarks to the club, Mr. McConnell said, “All brands want consumers to be their ‘friends.’ Oh, boy, do they!” But speaking for himself, he said he had reservations about the very premise. “I don’t want to be best friends with a brand,” he said. “It’s just stuff.”

So stop making it just about the stuff… make it about the people and you’ll see results. After all, Social Media is all about being SOCIAL – and that requires human participation and interaction. It’s not merely a formula, it’s a community.

I know many business that are struggling right now. I know many industries that are challenged by this economy, by the market, by the time of year. Yet I also know some businesses that are thriving, even in more “impacted” industries.

What’s the secret? The heading on this article may have given it away, but yes – visibility is key. But what’s that mean? What’s visibility anyway?

Visibility is being seen some people think this is being seen anywhere, but for the folks that don’t have 10 million to spend on a dozen billboards, visibility should be focused on the groups and environments in which your clients and prospects thrive.

Being visible is as easy as showing up to the networking events in your area, it’s as easy as asking your best clients what associations they participate in, and then asking them if you can come along. Visibility is a complete LinkedIN profile, or a website with your correct contact information on it.

Sometimes people give me a hard time when I talk about visibility. They say things like “I don’t have the time for a boring association meeting” or “I don’t have the money for a $45 lunch” … but if your clients have enough money to hire you, don’t you think they might have enough for a $45 lunch?

This is why my #1 recommendation your business new year’s resolution is to SHOW UP at least once a week in 2009. Check your local chamber, go to meetingsandmixers.com visit rbn or bni chapters… just GET OUT THERE!

I’m standing before project management consultants, sales compensation consultants, HR practice consultants… and not the new guys that became consultants 10 minutes after they received the pink slip from xxyczz company – these guys (and gals) have been consultants for 20, 30 even 40 years. How do you relate their world to the world of Myspace and vlogging and twitter?

By getting back to the basics – the rules may have changed, but the game remains the same. We still ask the standard who, what, when, where, how questions of ourselves and our clients. Consistency and repetition are still the cornerstones of any good marketing program. Google analytics has taken the place of our excel spreadsheet, and url’s and backlinks have become our affiliate programs. The questions of branding still drive our planning and strategy. Without knowing clearly who you are, who you want to reach (specifically) and where you can find said audience, it makes no difference whether you’re working online or offline. Without focus, none of these strategies hold water.