Category Archives: conversation

Anti-marketing? Real estate issues in Bolivia

To North-American eyes this was a thoroughly surprising message:

“Esta casa NO está en vente” (This house is not for sale.)

Anti-marketing? Why write that on a building?

Turns out the anti-message is rooted in changes taking place in Bolivia under the government of Evo Morales, the country’s first indigenous president, even though the majority of Bolivians are indigenous.

Speaking with some of the property-owning locals we learned that it has become increasingly difficult to maintain ownership of anything other than the house they live in. It appears it has become relatively easy for squatters to gain title to unoccupied properties. One person we spoke with, told us they were paying someone to live in a second house they own, in order to protect their ownership. Yes, you read that right. They are paying someone so when they want to use the house in another way in the future they are able to because it is still theirs.

This also explains some of the other unusual notes scrawled in large letters in properties that weren’t in use, such as land without buildings. That message was usually something like “This property belongs to [insert name] and it is not for sale. [phone number]”

This was a good reminder to never assume that our own economic, social or cultural context is some kind of gold standard for how things “should” be and what we expect of others.

What do you want from the web?

I’m preparing training material for a client: “How your Web Presence Can Help You Build a Stronger Profile”.

The point of view I am taking is what it really means when your audience can do everything your organization can do online. Think about it: individuals possess the power of the printing press without the cost of printing and distribution. All they need to figure out is how to create content and attract audiences. That of course, is the hard part.

And yet, much of what goes online leaves me with a back to the future sort of feeling.

  • Facebook: Social (Connecting and sharing with your friends)
  • Youtube: TV (Broadcast yourself)
  • Flickr: Photo journalism (The eyes of the world)
  • Twitter: News (What’s happening?)
  • Podcasting: Radio (video) by everyone

That’s why the training program will focus on providing an understandable thought framework, and then demystify some of the voodoo – like SEO, UXD (yes, that means user experience design) – to empower my client to think smart and make good decisions as they strengthen their web presence, purposefully and without running off in all directions.

My basic message is that online marketing is about connecting with the right people where they are in ways that are meaningful to them. The enabling aspects are tried and true concepts:

Online channels are about dialogue and conversation; they work because of relevance to the audience and timeliness; and, most difficult of all in this engineered world they demand authenticity.

Telemarketing – a field guide

As I got the fourth phone call in a week from a telecommunications company wanting me to switch or upgrade, I sighed with frustration. As someone who has managed telemarketing campaigns, and who has benefited from excellent service calls, I know that telemarketing can be positive and profitable – in terms of sales and in terms of enhancing the relationship between company and customers.

So why are telemarketing calls so annoying?

1 – the caller doesn’t know who I am or the relationship I have with the organization. Seriously – how does Rogers, who owns Fido, not know that I have cell phone service with Fido? How is it that my fairly simple name get mispronounced almost every time?

Companies track purchase behaviour and a multitude of other details about their clients. Phonetic pronunciation of names and tracking the comments of the customer are absolute requirements for any company undertaking telemarketing. Please acknowledge that I do business with you and that it’s valued.

2 – the caller isn’t offering something relevant to me. Why switch phone service when the costs and services are identical? Want me to change to your service? Offer something significantly better than what I currently have. Why did you think I’d want tickets to the circus? Is my name from a list of people who have supported a particular charity or are you cold calling from the phone book?

3 – the caller doesn’t know the details of what they are offering. So I am interested in getting a subscription to the dance series. Is that ballet in tutus or contemporary dress? The caller had no idea.

Callers need to know as many details of the business as possible and know how to quickly find answers to customer questions. Small details really do make or break the deal.

4 – the caller doesn’t ask me anything about my experience with the company. I don’t want to listen about you – I want to talk about me and how I experience your company. Callers representing the company are contacting current and potential clients – it’s an amazing opportunity to advocate for the company and collect quick feedback on brand awareness and customer satisfaction.

Telemarketing is as much a Public Relations activity as a Sales activity. Use it wisely to carefully promote your message and collect important information from your customer base.

Search Engine Optimization

I presented my new SEO webinar yesterday to a fine crowd of 40 connections, with several having multiple participants on the webinar. It went well and the feedback on the content was very good. My approach,not surprising, is strategic in nature: where does SEO fit in the marketing mix, where does it fit in the online mix and what does good SEO entail. I showed some neat examples of the power of code, some simple tricks and a few keyword tools.

Now, I will seek places to make this presentation again and again; it’ll last at least a few weeks maybe even months. This time it was presented by MRIA, which I am really pleased with.

Social media and PR

Here’s a worthwhile article on social media relations and how and why current PR is missing the boat.
Opinion: Why social media relations is more important than good PR

I think the developments in all manner of media mean that anyone with a vested interest, in particular infrastructure, that allowed them to make money in another era – like 10 years ago – needs to rapidly retool. That retooling needs to take place at the business model level. And it requires new skills and expertise and a whole different mind set about risk and managing risks to a business.

The financial crisis and global recession isn’t so much the cause of the demise of so many businesses, from banks to department stores to media empires. It simply accelerated a trend that began in the 1990s.

An Insight Sets the Stage

Here are a couple of quick updates on work I’ve been doing: The Audience Development Strategy’s implementation by the NAC Orchestra continues to deliver excellent business results: In 2007 (year 1 of the strategy), we delivered the best campaign results in 19 years and exceeded several key targets. The 2008 campaign delivered the best results in 20 years.

The true test of a strategy cannot be merely success in its first year, when everyone is engaged, learning and changing. Keeping the momentum up to deliver to the increasingly ambitious targets in year 2 and looking toward the ever higher goals in each of the next 3 years is where the strategy and its implementation are tested. Especially important – as much of the media promotes a foreboding sense of apprehension about the unfolding global and Canadian recession – this strategy is built on the kind of deep audience insights that will help the Orchestra meet the challenges ahead.

On a similar note, I have been working with the NAC team on building a marketing strategy for the Governor General’s Performing Arts Awards gala. Again, the rigorous, multi-faceted analysis phase which leveraged what we have learned about local audiences and expanded on that knowledge through additional research, is yielding the building blocks for an effective, multi-year, audience-centred strategy.

This latest project has been leading me to deepen the work on an insight about the tension between familiarity and discovery in buying decisions. It says that in order to buy performing arts experiences, the audience looks for things they are familiar with, but these are not necessarily the elements that will make the event memorable -which looks to be important to the repeat purchase decision. To be memorable, it has to deliver enough surprise and discovery. That means, if the marketing (or possibly the art) neglects the need for familiar touchpoints for a local audience, it can become exceedingly difficult to succeed in terms of marketing and sales.

The recent literature on neuroscience research has been interesting and may turn out to be enlightening – possibly helping to resolve this tension. In future posts I intent to explore these concepts further as I believe they are at the core of the marketing challenges faced in a world where the means of production and distribution are not only readily available but also cheap and global for all to use. Competition has to be thought of far more broadly now.

Social media vs social networks

I went to a presentation at MRIA Ottawa Chapter this week by Robert Hutton of Pollara. He was presenting some research on attitudes about social media, both among marketing professionals and users. There was certaily some interesting data. However, what struck me most was the very premise of the study: people who are using Facebook, LinkedIn, Ebay, YahooGroups and so on are not participants or users of social media. They are using social networks.

This crucial difference seems to continue to elude corporations and institutions as they are trying to figure out how to harness these supposed social media. Taking an advertising point of view is futile: users migrate away from social networking sites when they become too commercial, ie turn into media (whatever that means to the individual).

From the beginning the web has been about relationships, users defining what they accept and engage with. It’s the genesis of the shift in power from the brand to the consumer. The challenge is not harnessing social media at all. The real challenge is working on having authentic relationships with ones audiences, including prospects. That means becoming a valued part of a social network. And it’s way beyond buying ads on Facebook.

The old ways aren’t going to keep on working. Let’s invent new ones!