October 14th, 2009
It’s quite interesting that while Google gives in depth information about many other websites around the world with Google Ad Planner yet it gives no information on its own site. That’s not exactly the case below as we can see Quantcast gives full data on Google.com:
Why doesn’t Google want you to know about their data? Is it because their traffic is flat and has been flat for the last 6 months?:
As you can see below in depth demographics data IS available, just not from Google:
Some quick demographics from Google:
- 67% of users are between 18-49 and is above the Internet average.
- 78% are Caucasian but this is below the Internet average.
- 15% are Asian, Hispanic and Other. This may seem small but their usage of Google is higher than normal.
- 58% make $60K+, so Google’s usage amongst monetary classes is split pretty evenly.
- 58% have attended College and Grad School. What’s interesting here is that as education goes up the concentration of users in the more educated groups goes up as well.
Whatever Google’s reasoning is, the fact of the matter is that their data is out there yet they don’t want you to have it via their tools.
Tags: analysis, business, consumer, consumer demographics, consumers, data, data traffic, demographic data, demographics, depth demographics, gender demographics, Google, google ad planner, internet average, knowledge, marketing, measurement, selling, Value
Posted in analysis, business, featured | 1 Comment »
October 13th, 2009
Most brands in the social media space want to be able to define Social Media Return On Investment (smROI) and for good reason. They’re putting in money to the medium so they should be getting more money out of it ideally. In this respect there is NO difference between traditional and social media measurement. Here’s why:
In both mediums there are intangibles such as word of mouth and message internalization. These two factors are the strongest influencers that your customer will encounter. Generally speaking brands don’t measure the effects of these factors with the exception of the NetPromoter Score .
So why are people freaking out about measuring social media’s effectiveness? One word: money.
Let’s relate smROI back to traditional ROI in advertising. Companies advertise in magazines, newspapers, commercials and all other sorts of media outlets yet there isn’t a particular outlet that will tell them that someone bought their product or service based on advertising. Sure there’s a targeted audience there based on subscribers and media consumer demographics but unless you’re polling people at point of purchase on exactly why they bought your product then you can’t actively tie outreach to purchases. So why do companies invest money into these channels? Because there’s an audience there.
The problem with social media is that the audience isn’t built in like traditional media. You have to build up a following all on your own. Your message is competing for attention along with tons of others. That’s no different than traditional where there are many channels, magazines, newspapers and ads.
What HAS changed are the channels of communication. Instead of big media corporations dictating what the consumer consumes now the power is in the hands of the consumer. Whereas before consumers were able to choose anything within a limited confines now they have almost an unlimited pool to choose from online.
For you as a brand nothing has changed except the venue. Think of your customers as the new big media corporation. They’re deciding the programming, they’re cancelling shows, they’re greenlighting the content and syndicating your show into perpetual prosperity.
In part 2 I’ll go into the different types of measurement you can do in social media to further define smROI for your brand.
Tags: advertising companies, advice, audience, business, channels of communication, commercials, communicating, confines, consumer, consumer demographics, consumers, core values, good reason, influencers, intangibles, interactions, knowledge, marketing, media corporations, media measurement, media outlets, media space, mediums, message internalization, mindshare, NetPromoter, NetPromoter Score, outreach, point of purchase, return on investment, selling, smROI, social media, social media return on investment, social media ROI, Value, venue, word of mouth
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September 30th, 2009
You’re a competent entrepreneur and the model employee but when it comes to your company identity you need some help. That’s where brand aid comes in.
“Brand aid is not avaibable over the counter and its not sold in stores. Brand aid is recommended for entepreneurs of all ages who have experienced salespeople who are beginning to show signs of slowdown. Such symptoms may include a decrease in monetary intake, low b-to-b and customer communication, or signs of a general slowdown. If these symptoms increase call a brand doctor. Try Brand aid today!”
Or that’s what it would sound like if it was a pill. Identifying symptoms that your brand may need professional help aren’t always easy. There aren’t commercials to prompt you or ads to remind you. You have to be like a mother and always be aware of your child’s overall disposition.
A brand may need a little or a lot of help depending on how much expert knowledge has already been injected in equity. I don’t just mean professionals qualified in their fields either. Each and every one of us is an expert in many areas. Our preferences and interests have been molded from external sources to make us experts due to the sheer amount of information absorbed in the course of a lifetime.
But don’t mistake familiarity with in-depth knowledge. Whereas you may bring a fresh outside perspective, the professional brings a wealth of knowledge culled from years of relevant information being added to personal experience.
You may know your brand best but they know branding best. Listen to each other. You’re both experts in your own right.
Tags: advice, benefit, brand, brand aid, branding, company identity, consumer, consumers, conversation, customer communication, expert knowledge, external sources, goals, interactions, knowledge, model employee, productivity, Value, wealth of knowledge
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September 29th, 2009
Regardless of the economy, not every transaction is right for you. Money is important but sometimes it’s more important to stand your ground and say no.
Your brand is your most important resource. Underselling it sends the wrong message to everyone out there. Remember, people are always looking.
Recently speaking with me at IOWAtasmic, Derek Johnson (CEO of Tatango) spoke about running a landscaping company that ran into this predicament. He ultimately didn’t say no and learned a valuable lesson from it. By cutting his price to do a partial job as a favor for a friend selling a house he misrepresented himself to the public’s perception. People driving by, the neighbors, the new owners, and even his friend’s partner all saw the job done and assumed that was the best work.
Learning the valuable lesson of when to say no has it’s benefits. Your brand image is all you have in the eyes of the public. If all they ever do is view you from afar all they will ever perceive is what they see. Make sure your best foot is always forward when representing yourself and your brand.
Tags: advice, benefit, brand, brand image, branding, business, communicating, communications, consumer, core values, economy, interaction, interactions, iowatasmic, job, knowledge, life, marketing, money, perception, predicament, productivity, selling
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September 16th, 2009
While numbers show the health of your business and ebrandgelists drive the core of your business, your former foe or convert should be your best friend. These people are THE most passionate when converted. They’re also the most passionate AGAINST your brand when ignored or mishandled.
The old truism ‘the customer is always right’ is even more important with so many online outlets for them to share their experience. Even if they aren’t technically right, they are right for feeling wronged. In order to rectify the situation you should:
- MONITOR: Monitor customer service channels and areas of congregation where your brand may be spoken about
- ASSESS: Assess whether or not the issue at hand must be addressed or will be taken care of by the community as well as your ebrandgelists
- ACKNOWLEDGE: If the situation warrants addressing first acknowledge their feelings and dissatisfaction.
- REASSURE: Let them know that you will create a customer profile & work with them to resolve the situation to the best of your company’s abilities and hopefully to their satisfaction
- GO BEYOND: Once adequately resolved go beyond their expectations of solving the problem, reward their patience and compensate them for their time
- CALL TO ACTION: After going past 100% give your new ebrandgelist an adequate call to action ie customer service survey, gentle reminder to tell others about their experience
- CONNECT: Ask them if you can send them a message on their preffered messaging system about how they can redeem any incentives given and connect with other people passionate about your products or services
- THANK THEM: Thank them for their time, let them know that you are there for them whenever they may need you.
The one thing people love MORE than being passionate about something is being passionate about something they once were completely anti-passionate about. People love to tell stories especially stories that are compelling and have a dramatic arc. Everyone loves to see the hero come from behind and win in the end. Be that hero.
Tags: advice, arc, benefit, best friend, brand, business, communicating, consumer, consumers, core values, CRM, customer profile, customer relationship management, customer satisfaction, customer service, customer service survey, dissatisfaction, feelings, foe, friends, gentle reminder, health, hero, incentives, interaction, interactions, issue at hand, knowledge, messaging system, one thing, patience, productivity, satisfaction, service channels, situation warrants, social, truism
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September 13th, 2009
A great successful brand has a plan for various uses of their identity. No possibility is too small or too out there to be considered. Implementation of branding at every level is key to closing the sale when you can’t be there for the hard sale. The sale is in the details and if you’re not there too then you’re losing out.
In today’s increasingly cluttered landscape consumers are vigilantly filtering out their attention. In order to grab a hold of their subconscious and conciousness minds your brand needs to be subtly placed. All the better if you do it a self-referential ironic or unforeseen way. Bonus points for collaboration.
I’m on the train. I’m listening to music. I’m reading a book. I’m playing with my multimedia phone. I’m writing something. I’m doing ALL of this at once. I’m doing all this to block out outside influences on my way to wherever I’m going in my one last area of zen in the outside world. Your advertising and constant bombardment has forced me to put up my defenses. So how do you as a successful brand break through that barrier?
Any type of countermeasure must be done with the most delicate of hands. I’m already guarding against the big in-your-face branded gestures. By the time a sneak attack is realized it’s already too late. My defenses are down and I’m thinking about your brand in a different light.
By taking the time to invest in the details I realize that you’ve taken the time and money to invest in me. As a savvy consumer I know that every little bit of branding costs money. I appreciate it especially when you do so with a fine brush rather than a spraygun.
Even when I’m not conscious of these small details, on some level I’m registering it. That’s the most important part of this whole journey- the soft sell, the long tail, buying a customer’s mindshare. If your brand is interesting enough in a way that I can’t get you out of my head long after your ingenious piece of branding is gone then ultimately you’ve won.
It could be something as simple as having your brand colors be represented on something as trivial as a straw. Regardless of what it is for you just realize that there IS something there for you. If you don’t do it be sure that someone will do it and is probably already doing it.
Tags: advertisers, advice, benefit, bombardment, bonus points, collaboration, communicating, communication, communications, consumers, core values, costs money, different light, feelings, gestures, goals, ingenious piece, interaction, interactions, journey, knowledge, landscape, life, little bit, mindshare, network, networked, networking, personalities, personality, productivity, savvy consumer, sneak attack, social, taking the time, time and money, Value, zen
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September 12th, 2009
You are not Chris Brogan, Brian Solis or Gary Vaynerchuk. You’re not Seth Godin, Guy Kawasaki or even Robert Kiosaki. And neither am I. You’re you and I’m me. You’re not a rockstar. The moment you come to terms with that then you can truly live and love your life.
All of these men mentioned above aren’t overnight successes and don’t just glide along in life. They have been plugging away day in and day out at their claim to fame for years. Practice does indeed make perfect.
These are ordinary men who have achieved success by having passion about something they believe in on a consistent basis. Keywords – passion, believe, consistent. There’s a lesson here in which they are to be admired but by no means deified. Take a page from their books, literally – all of these men are published authors as well.
To paraphrase Gary Vaynerchuck, if everyone would stop consuming so much media and produce more content then we’d all be that much richer. Stop being so concerned with what certain rockstars are doing and be more concerned with what you’re doing.
Find out what you do well and do it, a lot. This may sound simple enough but in today’s media saturated society we increasingly have fragmented attention spans. Cut everything else except one or two things that you love and excel at. Now become legendary in your niche.
As Einstein once said ‘Genius is 1% inspiration and 99% perspiration‘. If you’re any sort of inspired genius you’ll learn to perspire and love it, then your fans will love you for the rockstar that you truly are.
Tags: advice, benefit, brian solis, chris brogan, claim to fame, communicating, communication, communications, consistent basis, core values, einstein, feelings, gary vaynerchuck, genius is 1 inspiration and 99 perspiration, goals, guy kawasaki, inspiration, interaction, interactions, knowledge, life, network, networked, networking, niche, ordinary men, overnight successes, paraphrase, passion, personalities, personality, productivity, robert kiosaki, rockstar, rockstars, s media, Seth Godin, social, Value
Posted in business, featured, life, social media | No Comments »
September 1st, 2009
Social media has swung the pendulum back from traditional media’s focus solely on the brand as king. The peasants are fed up with their tyrranical ruler and demand to be heard. These followers and friends are storming the social media castle of web 2.0. They’re not standing for anything less than full court with the King of the land. What the King has to say depends on how long he’ll stay on his throne.
Today’s landscape is a volatile one at best with the economy in an upheaval, jobs in question, and general unsureness all across the land. People want to feel security from somewhere. This is when they look to what they love and trust: your brand.
The unsettled state of the world coupled with the proliferation of real-time social tools have now given the peasants their pitchforks and torches they need to be heard. The unsureness of your customer’s environment plus new technological tools to communicate directly faster equals the perfect storm.
Your customer today doesn’t just want instant access answers, they DEMAND it. With all of the old ways failing them each and every day, they are increasingly latching on to new ways of communicating, thinking and purchasing. You don’t tell them what to do, they tell you.
History is littered with the corpses of Kings who forgot what makes them Kings: their subjects. Without a kingdom you can not be a king. Likewise, without customers you will not have a product or brand to sell – you’ll just go out of business.
This is why your customer is king. That’s ALWAYS been a given. The only thing that’s changed is that now your customer has access to tools through social media to feel empowered to affect the change they’ve always wanted but have felt discouraged to do so.
Keeping this in consideration, I have a panel on Social Customer Relationship Management (sCRM) in the South by Southwest (SXSW) panelpicker that you can vote on. Brian Solis has been kind enough to collaborate with me in crafting this panel & gathering some of the top minds in this area , including himself.
Social CRM: Managing Conversations to Protect/Shape Brands
An in-depth discussion of how social media networks & tools like Twitter, Facebook, LinkedIn and blogs are important to brand customer relationship management. Who should be heading up these efforts, what rules they need to abide by and what companies are getting it right/wrong will be looked into. In the social Web, a brand’s perception reputation is in the hands of the new influencers – those customers, peers, and prospects who leverage social media to voice their views, opinions, and questions. It’s how you discover and engage in these discussions that determine the brand’s resonance.
- What is Social CRM and how is it different than CRM or CRM 2.0?
- Who owns the conversation? Who is responsible for sCRM if Social Media is cluttering the internal marketing landscape (PR, Marketing, Interactive)?
- How is the infrastructure of CRM adapting to incorporate the “now” or real-time web?
- What are the new roles required for sCRM?
- What are the advantages and disadvantages of offshoring vs. nearshoring?
- How does an organization justify the less costly form of inbound-focused customer service to outbound CRM and ORM?
- Is there value in engaging everyone on the social web?
- How can companies change and adapt internally to reduce the negative chatter, thus reducing required responses?
- How should a brand manage a crisis about them in social media?
- How much transparency does a brand need to have in social media in respect to government agency regulations?
Tags: benefit, brand, branding, business, communicating, consumer, consumers, conversation, customer relationship management, Facebook, follower, followers, friends, instant access, interactions, knowledge, life, marketing, networking, pendulum, perfect storm, productivity, proliferation, scrm, selling, social, social media, south by southwest, sxsw, technological tools, twitter, unsettled state, upheaval, Value
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July 1st, 2009
© dbking
(Originally posted at Lisa Hickey’s The Hurricane Inside My Brain)
Gain 7 billionity followers! Make 80 trillionity by doing this!
We’re all concerned about being liked and being comfortable with money. These are two common insecurities that people prey on, especially much more so now in social media than ever. Thinking that way is the old wide fish-net push way of marketing. Here’s how Twitter can be maximized so you can get the most out of it, personally AND professionally.
Man in the mirror
Who do you want to surround yourself with in your life? How do you want to be viewed by others? These are questions that should be on your mind constantly, offline AND online.
The noise won’t stop
When you follow people on Twitter that don’t mean anything to your network (i.e. the other people you’ve connected with) what you end up with is a group of tweets that are disconnected. The conversation is almost schizophrenic. No one knows each other. Your stream is rushing past you like class 5 rapids.
Hey now you’re a ROCKSTAR get your game on go play
Maybe you CAN keep up with 80 thousand followers with your magical desktop sorting application, but I doubt it. The way you’re keeping up with them is not really getting to know them. Most likely what you’re doing is scanning for information, retweeting interesting information, replying to some random interesting tweets & monitoring your @ mentions and DMs for people talking to you.
Social media is about community. I dare you to tell me how the above situation represents community. What it feels more like is a old switchboard telephone operator. Maybe this works for you. Congratulations. This doesn’t work for me anymore.
I’m popularrrr
Recently I had conversations with Connie Reece (@ConnieReece) and Lucretia Pruitt (@GeekMommy) about how there is no way any of us can properly keep up with such a huge group of people on Twitter. Connie recently resorted to making her Twitter profile private to slow down the follow/unfollow game that Twitter numbers gamers play. I have taken a slightly different approach.
Instead of just unfollowing people en masse I am unfollowing on a case by case basis according to pre-set guidelines I judge a twitter account to be suitable for connecting with. In laymens terms, if you suck you’re gone. I am also mostly following just those I’ve met offline first through my other social media friends. One RARE exception to that stipulation is if you follow me then engage me actively and I find your stream valuable. This is rare because most people don’t take the time to interact when they first add. This is the ‘hello my name is’ on Twitter.
Put me in coach I’m ready to play
Why am I telling you this? Not to showcase my follow numbers or ratio- because that alone doesn’t matter. Not to boast about unfollowing people because i’m so elite- because THAT is just ridiculous. No, it’s to show you insight into how you can get more out of your network.
Ever since I have started down this path I have seen more and more of my followers chatting with each other. Why? Most likely it could be because I go out to events that many of the same people frequent and we meet new people when they come to town thus growing our comm-unity. See that? Comm-unity, communication unity.
What’s the benefit of this? For one thing you get to see more than just broadcasted information from your friends. You get to see a whole other side of them when they speak to other people you know. This is when their personality truly comes out.
We all live in a yellow submarine
Twitter is for friends not fiends. I don’t want to be sold to, broadcasted at or have random irrelevant noise in my stream. My day and mind are noisy enough. I come online to be bolstered by community and friends when I can’t do so in my offline world. I also come online to further STRENGTHEN my offline relationships, as well as you should.
If you’re at this point, congratulations! Now you can take the next step by further tightening your network by going to your friends‘ twitter pages and see who they are speaking to often that you aren’t following. Notice any repeating names. Follow them and introduce yourself by saying that you noticed they speak with X Y & Z and what you value about them. Talking about your common ground of friends does SO MUCH more for everyone- you, the person AND X Y & Z- than just saying that you’re looking forward to getting to know them. That’s trite and soulless.
I wanna hold your haaaaaaaaaand
Look at that. You’ve come to the end of the story. You can now start buying what your FRIENDS are selling. It’s much more fulfilling being able to help someone out that you care about then a random person you’re connected with. When you invest time and energy into someone you form a relationship. When this happens you create a ‘Trust Fund’ where both you and the other person either add or subtract trust from this mutual fund you have set up. Your Trust Fund grows so much more richer when you do business with those you trust greatly.
One last word, before I go..
Numbers DON’T matter, not because anti-numbers people say so. Numbers don’t matter because if there isn’t value and meaning behind them all they do is give a lovely facade of power that fools any fool. Any wise man knows that it’s the density not the breadth alone that counts. Water of the same volume spread out over a flat surface doesn’t have the same impact as water contained in a compact space. That being said, it’s not just quality, it’s also quantity of quality, so grow your real-ationships exponentially.
Cultivate your connections. Connect to people that mean something to you. Make those people mean much more to you. Introduce them into your circle to tighten relations more. Every person in my created @ChatPack and @MemeGirls groups do important things- or at least we think so. And that’s all that matters- that we do important things separately, connect and make great things together.
Perpetuate this ideal indefinitely. Your 20% will do and be your 80%. Nurture and grow your core group.
These are the people that will carry you to great heights.
Tags: benefit, brand, branding, business, communicating, communication, communications, conversation, core values, feelings, follower, friends, goals, interaction, interactions, knowledge, life, marketing, network, networking, selling, social, social media, twitter
Posted in featured, life, social media | 1 Comment »
May 29th, 2009
Follow Friday is a plague on Twitter and social media. It’s a Trojan Horse. It’s a seemingly harmless interaction wrapped in niceties. Even giving in to it one bit is fueling the fire even more. You’re a part of the problem if you’re not a part of the solution. Here’s why those who participate in follow friday don’t get social media and never will.
Social media isn’t about sharing at all costs. It’s about sharing at the best cost. It’s about pull NOT push.
Let’s relate follow friday into offline terms. You’re at a party (I know, because social media is one big party) and someone walks in saying that everyone there MUST know Zoe, Duncan, Jack and Jane. Now that’s not exactly social is it? The person literally just disrupted the party to tell everyone who they SHOULD know. It doesn’t matter if you know the disrupter or not. What matters is that the disrupter decided that their opinion was worth more than yours. They didn’t think of you first.
Social media is about pull. Social media is about personalization. Social media is about those two things plus connections. Take out pull and personalization and you just have the old way of doing things- a connection based on me telling you what to do. When you act without thinking of others first you come up with a bunch of unintended consequences.
To those of you who are moving Follow Friday off of Twitter to other areas I have one word of advice to you: don’t. You are the worst type of person, the enabler. SOCIAL MEDIA ISN’T ABOUT YOU. Social media is about everyone else. Start thinking of them first, not yourself. Blanket recommendations are akin to stereotypes- you’re covering a large landscape and inadvertently encompassing those who shouldn’t be involved in the first place.
The only way to break the cycle of me me ME is to think about you you YOU. If you care about the person you are promoting enough then TRULY care about them. Shouting to the world why they’re great is a step in the right direction but it doesn’t go far enough or stay true to social media. Personalize it.
Others and I have resorted to avoiding Twitter altogether on Fridays. The noise is so loud it drowns out the actual useful signal. I schedule blog posts around Friday now. If I’m writing about someone else they tell me to post it any day BUT Friday. This is the law of unintended consequences. It won’t be long until Friday is a day without any substance- the social media equivalent to junk food. It tastes good but you get sick of too much of it.
Remember, this is a party. What’s more meaningful- Having someone you may or may not know well proceed to tell the whole party exactly why Zoe is amazing OR having someone you know well introduce you two to each other because they feel the both of you would be a great fit? See the difference?
Social networking is a whole different ball game. Wait, no it isn’t. If you wouldn’t dream of doing what you do online in an offline setting then don’t do it. If you still think it’s okay to shout how awesome people are at other people (no matter how in-depth you get) then maybe you shouldn’t be in social media. Social media is about them not you. It’s not your time to shine it’s their time to shine. Be useful and thoughtful in all your interactions by micro-personalizing them.
THINK how your actions will affect another person before you do them. When you think of the other person first then it leaves little room for misinterpretation. Don’t be ‘that guy’ at the party and ruin it for everyone. Be the AMAZING party host that introduces two guests to one another. I GUARANTEE people will be talking about YOU before long.
Tags: advice, benefit, brand, communicating, communication, communications, conversation, disrupter, feelings, follower, friends, interaction, interactions, knowledge, landscape, life, media, network, networked, networking, niceties, personalities, personality, plague, promotions, social, social media, step in the right direction, stereotypes, thoughtfulness, trojan horse, twitter, unintended consequences, Value, walks, word of advice, words, zoe duncan jack and jane
Posted in featured, social media | 4 Comments »
