Category Archives: marketing plan

Please Ask Yourself – Are You Worthy of Having Me as Your Customer

Have you ever stopped and asked yourself if you are worthy of having customers? What exactly does that mean?

worthy business

Well it starts with having a thorough understanding of your customers. They are people with wants and needs, and can get motivated and/or disillusioned by your actions and presence. You need to understand your target audience beyond an interest in their purchases. Previously, I stated that empathy was the most important word in marketing. Marketing strategy must start with target audience empathy.

If you really understand your target audience, you are in a position to prove to them that you are worthy of their business. And digital marketing is a key asset to use to demonstrate your worthiness? Not sure about that? Consider the following …

1) Where do consumers and business decision makers go to capture product/service information?
2) What does it take to be perceived as a subject matter expert?
3) How relevant and prolific is the use of mobile?
4) What is more compelling and believable … Hearing a product/service is great from the brand itself or an objective individual?

If you take time to answer the questions above, I think it becomes a no-brainer how important a strong digital presence. As you think about your digital marketing strategy, go back to the first question I asked … Are you worthy of having me as a customer?

Think about how your digital presence can continually prove you are worthy of your target audience’s business. Here are some elements that should be part of your digital activities, presence, and implementations …

1) Listen – listen to what your target audience is saying. This should guide everything you do in business if you truly are a customer-centric business.
2) Engage – connect with people to build deeper relationships such that you learn more from them and win their trust and support.
3) Content – deliver stories and information that your audience truly values. Give them a reason to stay connected and interested.
4) Outreach – actively seek people that are interested in your product/service area. Search the internet, forums, communities, online groups, etc. for relative conversations and participate.
5) Mobile – everything you produce online needs to be accessible via mobile. Just look at the growing number mobile use. If your digital presence is not mobile-ready, you are missing out on a good part of your potential audience.

Granted, much of what I have just stated resembles last week’s post where I focused on the areas you need to focus on for social marketing success. The point in this week’s article is that social marketing actions are driven by the objective of winning the customer over. And this goes far beyond a particular product or service. Digital presence gives marketers an opportunity to provide a product/service extension … a strong enhancement of the user experience.

If there is one reason why you need to ask yourself if you are worthy of having your target audience as customers, it is because the actual audience is asking themselves, “are you worthy of having ME as your customer?” Purchase decisions are being driven by customer use of digital technologies more and more. Social and mobile technologies may not invoke “last click” purchase action, but they certainly set the path to the final purchase, ongoing loyalty, and advocacy.

Make It Happen,
Social Steve

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4 Musts for Your Social Marketing This Year

It is the beginning of the year and you want to make sure you kick off your marketing to drive success in your company. With this in mind, let me give you four musts for your brand social marketing.

must do social marketing

Throughout my entire marketing career, I have continuously examined brands’ audiences to drive strategy, plan, and execution. I label marketing as the “psychology of business.” And with this in mind, I have identified four areas that you need to focus on with regards to your social marketing efforts to drive audience adoption, brand preference, loyalty, and advocacy.

1. Listening and Responding

There are three types of social marketing listening that are required.

a) People talking to your brand – there are going to be people that use your brand’s social channels and other channels to talk directly to your brand.
b) People talking about your brand – while not directly speaking to your brand people will mention your brand in the vast digital world.
c) People talk about a subject relevant to your brand – while not mentioning your brand, people touch on a subject area that speaks directly to a topic that is relevant to your brand.

You must monitor for all the cases listed above. In the first two cases, you must monitor and respond. The best way to tell your audience you don’t care about them is to not listen to them, or not respond to them. Only respond to mentions if you care about their business … that should include every mention. In the third case, you have an opportunity to expose a new audience to your brand. Do not respond with product information, but rather valuable information. Gain awareness and start to build a great reputation by delivering unexpected help.

2. Content

The way to keep your brand in the minds and hearts of your target audience is produce content they value. The way to prove you are worthy of people’s business (beyond having a truly valued product/service) is to be helpful and entertaining. Brands are often shared between people via content. Thus your brand needs to think like a publisher and produce weekly content (at a minimum). But your content plan should not be limited to original content. Consider how your content strategy will include curation from other sources as well as UGC (user generated content). Your content strategy should also include a plan to capture earned media. This leads to the third focus area …

3. Influence Marketing

In influence marketing, first you identify those individuals and publications that influence your target market. Once you identify the influencers, you work to build a relationship with them by providing them information that is valued by THEIR audience. It is not about pushing your agenda, but finding the intersection of what your brand represents and the information that identified influencers want to deliver to their audience. Influence marketing will continue to gain importance because objective advocacy is much more compelling than subjective brand communication.

4. Personalization

I touched on personalization when discussing “listening and responding.” But personalization needs to go beyond listening and responding. Users are tiring of email blasts and other brand communications that are nothing more than an extension of advertorial programs. What if the brand communication was driven by consumer intelligence? What if you integrated digital behavior and purchase history to deliver contextual relevant communication to your audience? Certainly your audience will feel “special” if you deliver communication and content relevant to their history, interests, and behavior. Personalization means that brands deliver contextual relevant communication and content. Look into tools that allow you to correlate and integrate different data points to produce a data driven view of your consumers.

The four areas of focus I suggested above are not driven by technology or marketing hype, but rather by examining user behavior spawned by new digital technological advancements. Far too often predictions are driven by technology hype rather than user behavior driven by new technology advancements. If marketing is the psychology of business, understand your target audience behavior and implement social marketing accordingly.

Make It Happen,
Social Steve

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Filed under behavior, brand communication, brand marketing, brand reputation, content marketing, influence marketing, loyalty, marketing, marketing plan, social marketing, social media, social media influence, social media marketing, Social Steve, socialmedia, SocialSteve

All You Should Know About Social Marketing to Be Successful

I have been blogging now for five years on the topic of social media and social marketing. I have shared a great deal of information with regards to social best practices, case examples, integration, and organizational implementations. There is a wealth of information contained here within The SocialSteve Blog. But wouldn’t it be nice if it could all be pulled together in one article? (Really – that is impossible.) But I will attempt to give you a “Cliff Notes” version of what you need to know about social marketing that I have covered in my blog.

All You Need to Know About Social Marketing

So lets get cracking and I will refer you to some key highlights from The SocialSteve Blog …

The first thing to realize is that brands need to use social media to enhance their brand image as covered in the article “Brands in the Age of Social Media.” Some brands were initially apprehensive to get involved in social media because they believed that they lost control of their brand position. Certainly, objective audience postings are more believable than subjective brand communication, but administration of good traditional marketing practices and utilization of social marketing highly increases company-driven brand influence.

Social media has put brand reputation in the hands of the democracy of users. Thus, brands must build strong relationships with users. And the way to do this from the start is to have complete empathy for the target audience. Yes “empathy” is “The Most Important Word for Marketing.” And once you have empathy for your target audience, “Connections and Relationships are No Different for Social Media” than in “regular” social situations.

So far, I have mentioned some of the general mentalities required for successful marketing, but generalities are not enough. You must understand the “Three Social Marketing Fundamentals.” The first fundamental starts with a strong and inseparable link between content and social marketing. A content strategy and social marketing strategy must be determined in unison. The brand definition is the center point of marketing strategy and content must reinforce what the brand is about without directly referring to the product. The social marketing strategy must then address how the content is to be proliferated such that readers/viewers/contributors share the content and some even become advocates. Throughout my blogging career (really not a career but a platform to share), I have given much coverage to content. It is imperative – crappy content, crappy social marketing; stellar content by the perception of the target audience, damn good chance of winning social marketing. Consider reading through some selected content article highlights:

Content Marketing – A Must for Marketing Communications
4 Ingredients to a Winning Content Strategy
7 Tips for Blogging – Maybe Your Most Important Social Media Activity for Business
The Power of UGC (User Generate Content) for Social Marketing
Evolving Social Media Marketing – From Content Marketing to Contextual Content Marketing
If a Picture is Worth 1000 Words, What is the Value of a 6-Second Video #Vine

The next social marketing fundamental is far too often missed. Social marketing is not about building the social field of dreams and having people show up. Social marketing starts by going to relevant conversations where they exist as opposed to expecting a crowd to show up on your Facebook page or simply following your Twitter feed. You need to go beyond your own social assets and go where the existing conversation exists and start to engage there. Early on, I coined the social media A-Path. The A-Path allows social marketers to traverse their target audience through a sequential path increasing commitment to brand at each stage. The A-Path starts by getting brand Attention, followed by Attraction, then Affinity, Audience, and Advocacy. The early part of this path is accomplished on social channels other than the ones the brand owns and manages. As you progress your audience through the A-Path you slowly wean users to brand-owned social channels. This method is described in “Executable Game Plan for Winning Ultimate Customers with Social Media.” When using this approach, marketers need to understand “When to Ask for a “Call-to-Action’ in Social Media.” Following this approach provides an understanding of how “Social Media Highlights the Important Difference Between Marketing and Sales.” You will also see the relationship of “Social Media Conversion and the Social Media Marketing Funnel.” And one other note on this holistic approach to social marketing … Do not jump to a conclusion that your Facebook “likers” are your audience. Understand “Where ‘Audience’ Fits in Social Media.” It is likely different than you assume.

And now the last imperative social marketing fundamental is to “Know What Successful Social Media Looks Like.” Specifically, I am talking about social media marketing measurement. The referenced article outlines that awareness, consideration, loyalty, and advocacy should be measured. Not sales. Parameters to be measured in the four categories are covered in the article. When it comes to measurement and “Social Media ROI – Don’t Be So Short Sighted – Think Longer Term.”

So you have the fundamentals down, right? Now, where do you start? “Before You Start with Social Media” you need to apply marketing basics. The referenced article explains the need to understand the brand and its position, defining a communication or campaign objective, as well as defining a communication plan. A presentation deck is provided to take you through the steps. The deck was later updated in a more recent post, “University Social Marketing Presentation.” And when you put together your social strategy, you must pay attention to “Marketing Demographics and the Ramifications of Social Media.” Consider psycho-demographics as well as standard demographics. Psycho-demographics identify various segments of the target audience’s state of mind. When you identify the various states of mind, you can then deliver contextually relevant content.

Now that you have the fundamentals and a game plan, you cannot stop there. Far too many companies make errors with regards to organizational issues for social marketing. Here are some very important issues …

CEO understanding and support
Social Media in Your Company – Guidance for Where It Fits In
When Looking for Your Company’s Social Media Marketing Leader, Consider ….
Why the “Social Media Person” Needs to Be More than Just the Social Media Person
3 Helpful Tips when Hiring for Social Media

Social media gives the target audience a strong voice. Brands can no longer put out statements and advertisements and expect the audience to simply accept what they are saying. Brands need to listen to their audience, engage and build relationships. Brands have an opportunity to build an emotional bond with their audience. Emotional branding will yield loyalty, word of mouth marketing and overall, long-term brand preference and sustainability. Social marketing is a must in today’s consumer driven world.

You now have the definition of how to drive social marketing success. Let me know what else you need or do not understand.

Make It Happen,
SocialSteve

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The Greatest Hits on The SocialSteve Blog – 2013

Thanks for being a reader of The SocialSteve Blog (named one of the Top 50 Global Influential Marketing Blogs). Here are the articles that were the greatest hits on The SocialSteve Blog in 2013 …

SocialSteve Greatest Hits

#10) Why PR Agencies Should be Great at Social Marketing, But So Few Are

#9) A Facebook Page Every Marketer Should Learn From

#8) How Often Should You Post?

#7) 2013 – The Year Social Media Will Be Measured Correctly

#6) Activation Marketing via Social Media

#5) Social Media Highlights the Important Difference Between Marketing and Sales

#4) Know Your “Ps” When It Comes to Content and Social Marketing

#3) The Successful Social Marketing Framework

#2) What is Social Marketing? (Make Sure You Really Know)

#1) Why Are We Doing Social Marketing Anyway?

Strive for social marketing excellence.

Make It Happen,
Social Steve

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The Secret to Successful Integrated Marketing

Straight to the point I am not going to drag you along with an anecdotal story and make you wait to get to the secret of successful integrating marketing. The secret is simply – follow the customer journey.

customer journey

When I worked at the Ryan Partnership agency, we would often display the customer journey as pictured above. This spaghetti-like diagram is actually a simplification of a customer purchase path for a potential healthcare/beauty product. The diagram shows the consumer:

1) getting input from their friends, family, and colleagues, through social networks and other direct communications,
2) reading product reviews in print and online,
3) comparing competitive products and considering places to purchase,
4) taking actions at home before going to a store such as reading emails and searching for coupons,
5) using mobile apps while shopping,
6) sharing product experiences with friends and more widely via participation on social networks, and
7) experiencing in store displays and promotions.

Granted, the purchase journey will vary a significant amount based upon the product/service being sold and whether it is a consumer or business solution. The important point is to identify the journey and touch points for customers seeking a product/solution that your company offers.

Once you have identified the customer journey, you need to orchestrate marketing creative ideation, themes, memes, personalities, stylizations, and voices across all relevant marketing channels. Your brand and direct marketing needs to play like a Hollywood script across all marketing endeavors and channels. One brand story and supporting promotion that triggers repetitive purchase decision considerations and brand loyalty.

If you look at the different marketing groups that need to be involved as defined by customer behavior you should recognize that integrated marketing is really more about complete collaboration as opposed to integration. John Bell, former Global Managing Director at Social@Ogilvy, makes the point that “Collaboration Trumps Integration in New Marketing.” I recommend reading his article to gain insights on collaborative behaviors.

So when you wrap it all up, the secret of successful integrated marketing really boils down to behaviors. First the customers’ journey and target audience behaviors that define the focus of brand marketing efforts. And secondarily, the organizational collaborative behaviors that truly yield customer brand preference and loyalty. Is your marketing team taking this approach?

Make It Happen,
Social Steve

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University Social Marketing Presentation

On December 2, 2013, I had the pleasure of delivering a social media marketing presentation to students at St. John’s University. The presentation is short, but contains valuable information. Here it is …

Ready to drive social marketing success?

Make It Happen,
Social Steve

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7 Steps to Keep Up with the Demands of Marketing Evolution

Whether it is the result of digital, interactive, or social media, or simply the heightened knowledge and skepticism of consumers, effective marketing must evolve. Some traditional marketing tactics and channels no longer yield strong awareness, consideration, purchase decision, loyalty and advocacy. And at the same time traditional approaches determining marketing strategy, plan, and execution are still quite relevant.

marketing evolution

In the past I have written about how the changing consumer, new leadership requirements, and complete consumer focus spawned a need for considerable marketing evolution. These three characteristics dictate a need for a changing marketing approach. And while conditions demand change, marketing evolution is far too stagnant.

So what should you do to drive marketing evolution that not only defines survivability, but excellence now and in the coming years? Here is a list for your consideration …

1) Know your audience – Every marketing effort must start on a thorough understanding of your audience. Their wants, needs, motivations, and turn offs.
2) Understand your audience channels of use -You must not only understand your audience’s behavior but also channels where their behaviors are exercised.
3) Determine voice, tone, and brand characterization – Once you understand your audience, then you start to influence your brand’s position and perception. The influence of brand’s position is driven by a set voice, tone of communication, and characteristics that represent what the brand stands for.
4) Define how the brand’s characterization manifests itself in every organizational role – Once the brand’s voice, tone, and characteristics are defined, marketing leaders must define how they manifest with each organization and role in the company. A brand’s character is not just something to be used by the marketing group, but rather the entire extended company and partners.
5) Determine both physical and virtual presence of brand and integrate – Digital marketing and experiential marketing cannot be separated. Your target audience has digital and real physical experiences with your brand. Consider how to bring these often siloed practices together because consumer do not separate different facets of their brand experiences.
6) Integrate brand and direct marketing – Marketing consists of short-term and long-term initiatives. Typically, direct marketing is short-term and brand marketing is long-term. Once again, these marketing functions are far too often siloed. They need to be collaborative in a marketing strategy to maximize results.
7) Integrate owned, earned, paid media – As discussed in the article Integrating Owned Media, Earned Media, and Paid Media media types need to work together in a synergistic way. See the referenced article and consider how to get the most out of your media presence that your audience views.

I am quite surprised and at times disenchanted by the slow pace of change in marketing. I am not suggesting that you follow hype, but rather follow your audience. When you follow your audience, this dictates what changes you must make. There are not enough marketing leaders willing to be adaptive. Are you willing to be a continuous student of your craft?

Make It Happen,
Social Steve

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