A Blog About Digital Marketing…

We write about what we do. Digital marketing ideas that are approachable, through the lens of our work; that’s what you’ll find in our posts.

Posts Tagged ‘business trust’

What’s Different?

Thursday, August 12th, 2010
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I was clicking through my Facebook today, and re-watched this excellent, short, and neatly presented vid by Derek Sivers (thanks, Tripper).  Here it is:

I love stuff like this.  And I love talking to people that love stuff like this.  Thinking differently is refreshing, no?

One of the requirements to thinking differently is the willingness, even the delight in, being proven wrong.  I like it.

When it comes to marketing, the most successful campaigns happen when our assumptions are challenged, exposed, and overturned.  Blow expectations from the water, and you’re probably doing something worthwhile.  If enough people of the “please change everything” crowd buy in, followers probably will too.

Which means some people will hate it, because most buy ins of that ilk are small.  People from that other side of the fence consider themselves the norm; their expectations are set according to the simplest, most probable outcomes.  Anything that doesn’t fit is too weird, exotic, or obscure.

If that’s the kind of people you need to market your business to, you’re pretty much set.  Deliver what’s expected, and you’ll keep those customers, until something more mainstream comes along.

If those aren’t the kind of people you’re marketing too, then it might be time to ask: “What are we doing that’s different?”

Confidential Marketing

Monday, August 9th, 2010
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How much of your business is a secret?

In the way that many business owners separate their marketing from their actual day-to-day business, I think that most of what goes on at a place is secret.  In other words, there’s the face of the business, the part that customers see.  And there are the hands of the business, the part that does the actual work.

The hidden parts aren’t necessarily bad.  They might just not be part of what the owner sees as the customer experience.  But then, for almost every single small business in existence, why have them at all?  Especially with the options that are available today.  What you’re hiding, a competitor is showing, improving, and turning into marketing.

It makes me wonder what has to be hidden.  If I wanted to find ways to improve my business, looking at what’s hidden would be a good place to start.

Instructions For The Triggerpuller

Thursday, July 29th, 2010
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There’s a lot to be said for collaboration.  It’s helpful to have another set of eyes and a different perspective.

But only one person can pull the trigger.

Go ahead and decide who that’s going to be before you start.  You’ll save everyone on your project time and headache, which saves the business money (which is why we do this).

There’s a lot more to a marketing strategy now that in the past.  The parts and pieces make it possible for there to be a lot of different places and ways to launch.  Better be able to trust the person responsible for it.

Establish tone.  Create style.  Be consistent.  You need to instill confidence in your co-workers just as much as you do in your clients.  There’s no way to do that through constant consensus.

If you can do that with the people that you’re working with/for, your work is going to be better.  No question.  You’ll have eliminated micromanagement from your workflow, because you’ve trained yourself (and your team, and your customers) that your decisions are good ones.

Here’s a path to making that happen…

1.  Workflow.  Make sure everyone involved in the project understands that you’ll be the one hitting “publish”.  Whatever path you need to take to get there, try to make it as straight as possible.  Too many cooks spoil the copy.

2.  Fight flexibly.  Content marketing is a process, not an event.  If consensus does move away from your direction, consider the reasons for that.  There’s a lot of room as triggerpuller to include other people’s ideas while still maintaining the integrity of the piece.  That’s one of the reasons the triggerpuller job is so great: you’re the ultimate ally.  But be ready to fight for something you need.

3.  Take responsibility.  You make decisions based on how you see the marketing landscape, and guess what?  You’re going to make a mistake.  You’ll read something wrong, upset the wrong person, publish typos.  Worse, you’ll do it on behalf of someone else.  Oosh.  When it happens, be ready.  Own up to your mistake.  Then get ready to pull the trigger again.

What do you think?  Small biz trigger pullers out there, what’s your take?

What Should You Put In Your Business Blog?

Monday, June 7th, 2010
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Don’t start blogging without asking yourself this question.  Please.  Just take a moment, grab a pen and paper, and answer it.

If you do this one tiny pinch of content strategy, you’re going to save yourself a ton of headaches.  And you’ll save your current and future fans, all the people that like you, the mild discomfort of having to ignore you.

Most business blogs suck big chunks of awfulness precisely because no one ever did this.  The reason?  I think it’s because businesses entering a new phase of digital marketing look too hard at the tools and not enough at the technique.  It’s an old-model mentality, one that lets businesses feel comfortable ignoring real change while putting up the facade of actually being engaged with their customers.

You can tell pretty quickly which ones are using the “no strategy” form of content strategy.  Ask yourself if what you’re reading fits nicely in a catalog or brochure.  If the answer is yes, then you’re reading a blog that hasn’t thought it through.  They’ve just changed media.

So what’s the answer?  It’s going to depend a lot on your widget or your service.  But there are some general guidelines you can use to help:

  • Introduce yourself.

In the first person. (Unless you’re Mr. T.  Then you can use the 3rd person).  Blogs aren’t sales letters.  They’re editorials.

  • Projects.

What are you working on?  How are you progressing?  What’s exciting about it?  Most importantly, how can other people use the expertise you’re putting into it?

  • News.

What’s going on in your field?  How does what’s happening affect how you operate?

  • People.

No better way to be personable than by talking about people.  How about the ten best things about your UPS guy?  And further, if you can’t talk about people comfortably, you should re-examine more about your business than just your blog.

  • Yourself.

How’d you come to do what you’re doing?  What are the most interesting parts?  What are your dreams and goals for your work?

What else?  I’d love to hear your thoughts if you’re blogging, or if you’re thinking about it.

No One Is Listening To You

Tuesday, May 18th, 2010
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Except the people who want to hear.

That’s a tough nut for most small businesses to crack.  It used to be that you could just send out your email blasts and your brochures and your mailers, and that was it.  Wasn’t not knowing that people were ignoring you great?

No.  No it was not.

If you actually measured how many people weren’t listening, it would be downright depressing.  All that broadcasting you did, throwing your stuff out there to see what would stick?  Sheesh.  Who’d want to measure it?

Listen to the sounds of silence.  Those are the people not listening to you, not interested in what you’re saying on Twitter.  Not fans on your facebook fan page.  Actually, facebook has made it even more plain:  They don’t “like” you.

Which leaves just the people that do like you.  The people that are listening.

Those are the same people that help you do things like spread your message, increase your credibility, talk about you to their friends.  Yours are the words in their “word of mouth”.

How many people are listening to you depends on a lot.   You have to ease their pain, to put it in Jonathan Fields terms. You should be doing for them, and making it clear and plain that that’s what you’re up to, because it is so easy to ignore someone online.  So you need a very clear way of saying what it is you do, and how that can help those listeners.  Proving it over and over (and over) is as much about marketing as it is about your actual business.

Here’s what won’t work:  You cannot expect to put a couple of words out there in the information stream and get much attention.  It’s just not that helpful.

And if you are being helpful?  The amount of people still not listening to you will be staggering.  But the number of people who do will grow.  It’s a slow process.  It takes patience.  But it will happen.

That’s where you should start.  No one is listening to you, except the people that are.

So talk to them.

Who Is King Of The Follow Ups?

Wednesday, March 24th, 2010
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I’m thinking it’s Thom Singer.  How do I know?

He showed me. Twice.

First, he gave me an example in his networking session at sxsw.  For the record, it was the most helpful session I went to during the entire conference.  Meaning, the most immediately useful.  As in, I walked out of that room, and used what I had just learned to have one of the best conversations I’ve ever had.  Networking.  Go figure.

And a bit of reference: I’m someone that’s…

-Old at marketing, but new to business.

-Living in a town of about 600 people.

-An introvert.

(A quick note on that last point. Introverts aren’t shy, or anti-social, or loners at all, though it’s a popular misconception. We just thrive when the company of others is on our own terms, at our own volume, and on our own time frame, to the extent that that’s ever possible. And actually, with a lot of Thom’s networking ideas, it is.)

So, even though I can tell great stories and I’m a really personable guy, I have a lot to learn about networking.  And the art of the follow up was just one of the points in Thom’s session (there were 9 others).

The other way Thom showed me he’s the king of follow ups is by walking the walk.  He sent a handwritten, personalized card to our office.  Just like he said he would.  Thom wins.

Pat Strader here at Matterhorn wins, too.  He’s been doing the same thing as Thom does for years.  Handwritten follow ups have opened up some great connections for him, and brought Matterhorn business and exposure time after time.  Pat was once called to give some input on a blog post two years after sending a handwritten card.  Why?  The person who got it said that it was so unusual to get a handwritten note that she kept it.

Who else?  Phil Haussler from Marblespark. He sent me a postcard a few weeks ago, even though I’ve never met him face to face.  But I have been getting involved in a very cool project he’s been leading called Openbook with the goal of funding girls’ education in the Himalaya.  I’ve been sick, and he was wishing me well, and thanking me for contributing to Openbook, too.

Think you’d remember something like that?

The advice, the examples, they’re not new.  But not many people are doing it, still and yet.

And if you’re in doubt, ask yourself this:  All other things being equal, who would you work with?  The person that sent you a handwritten note about your meeting?  Or the person that didn’t?

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How To Make Great Marketing In One Easy Step

Tuesday, March 23rd, 2010
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Care.

That’s it.  If you care about your marketing, most of the labor is done.  It’s what Seth Godin calls emotional labor, and in our economy, nothing means more.

If you care about your marketing, you’re necessarily going to manage the details.  Caring creates more work, but if you really care, that’s what you’re looking for.

Your site is going to match your collateral pieces, because you cared enough to realize that design is your first impression.  Your message will be the crux of who you are, because you hired a writer to help craft it.  You cared enough to spend more time on your strategy than your tactics.

You blog because you care.  You pile up your photostream because you care.  You spend time using social media to connect people, not to sell, because you care.

In Gary Vaynerchuk’s presentation last week at SXSW, he cared enough to:

-Greet everyone coming into the auditorium at the door personally.

-Not use powerpoint.

-Call out a Johnson & Johnson marketer (in a friendly way) for having an agency tweet for them.

-End his presentation with some spontaneous rap and beat boxing at the Q and A microphones.

One point that really struck me about the emotional labor that Gary puts in was what he had to say about projects.  He made the (totally believable in his case) point that once he decided to take on a project, he had already succeeded at it.

Not because everything always works out for Gary.  Because he’s interested in the process.  If you care enough about the process, the result is great marketing.

And we all know what the results of that are.

Grab Ass With Gary Vaynerchuk

Friday, March 19th, 2010
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Last week at South By Southwest, Gary Vaynerchuk, best selling author of “Crush It” and creator of Wine Library TV, grabbed my ass on stage in front of 1000 people.

I’m not sure how a feel about it yet.  Excited?  Shocked?  Maybe a little dirty?

Gary VaynerchukActually, I feel pretty cool.  Love him or hate him, anyone with half a brain needs to admit:  Gary Vee walks the walk.  He’s a loudmouth?  So what?  I’d rather do business with Gary than some unhappy hipster that’s too cool for me and everyone I know.  In a second.  The guy loves the Jets.  Publicly.

I’ve had brushes with the internet famous before.  In light of this last episode, it’s beginning to get a little strange.  Here’s what I mean:  I met Chris Brogan and Jay Berkowitz about 6 seconds into the first conference into the first conference I ever went to.  They gave me restaurant recommendations.  Two days later, I got lost in a cab with Guy Kawasaki.  And now, several hundred people think I’m bi/curious because of Gary (actually happily married, thanks).

Wow, someone just dropped names all over the place.  Sorry for that; I’m making a point.

The internet marketing famous and semi-famous, in my experience, are a really interesting, really accessible group of folks.  You could be cynical and argue that it’s their job to be friendly. But you’d have it backwards. Those people start with friendly.  The good ones have a desire to help people be motivated enough to do the things they imagine they can do, and make a business out of it.

Even when it goes wrong.  If you were following some of the #SXSW drama last week, you may have caught a little drama concerning Peter Shankman and some conference volunteers with close ties to the creative locals in Austin.  I think it’s a pretty good illustration of how people who have made big strides can get tripped up.  Think of it this way:  the first word in Shankman’s business is “Help”.

Nobody’s perfect, and I’m going on record as saying that the internet famous get a bad rap.  Even if I don’t agree with what they’re doing (is Guy a spammer? Or are you signed up for it?), I’m slow to criticize anyone.  It’s a lot more constructive to think of ways I can do a better job myself than to worry about how bad a job someone else is doing.

Think I’m just being soft?  Why?

P.S. Thanks for the interesting presentation, Gary.  I think   : – )

Confessions Of A SXSW Noob: 5 Ways For A Yokel To Network

Tuesday, March 16th, 2010
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The South By Southwest Conference in Austin.  Me.  A love story.  Kind of.

If you know me, you know that I live in a town of less than 1000 people in the New River Gorge, West Virginia.  There’s a national park about 100 yards from my house.  I’m happy there.

So coming to Austin is a little bit of a culture shock.  It’s an uber-hip place where a lot of the locals do everything they possibly can to “keep Austin weird”, as the now-somewhat-unhip-and-touristy motto goes.

For me, it’s like walking off the set of Hee-Haw and onto the set of Star Trek.  If Star Trek had a spring break episode.

Here’s what I mean:  there are thousands and thousands and thousands of geeks here.  But very few of them are geeks in the traditional sense.  They’re the creators behind tech in media, so yes, a lot of them wear glasses and funny shirts.  But it’s geek chic.  The social skills here are razor sharp.

My social skills?  Eh.  You get comfy in a small town.  Even though I spent most of my adult life as a guide, and met thousands and thousands of people, unfortunately, a lot of that just doesn’t translate.  I’m out of practice.

The difference:  Those people I guided?  They were in my house.  I could tell jokes and they pretty much had to laugh.  I could threaten people with bodily harm and they would actually believe me.

Here, not so much.  I’m the littlest fish in the biggest pond.  I’ve been meeting people from NYC, SF, and SYD pretty regularly.  But when I say I’m from the NRG, I get (deservedly) blank stares.

But that’s not to say that the people aren’t friendly.  They are.  Very, super, amazingly friendly.  Everyone, everywhere, even the weirdest person on sixth street (see pic).

So, if you’re anything like me, you need some help. Here are 5 tips to help get your network on at a big conference, esp. if you’re from a little place…

1. Be Absolutely, 100%, Completely Transparent Meaning, don’t pretend that you’re anything other than what you are:  A beautiful sunfish among some pretty large sharks.  That’s cool, and interesting, and can also be used as a conversation starter.  If you’re not, then you’re a remora.

2. Put The Damn Phone Away If you stand there checking your email as thousands of people walk by, the people in your inbox will really appreciative,  I’m sure.  But damn, dude!  You came all the way to Austin to do that?  Move outside your comfort zone and talk.  The worst people will do is ignore you, and guess what?  There are a bunch of other people who won’t.

3. Go Eat Yes, you can have a burrito where ever you live.  But Austin is a food town.  And people, no matter who they are, love food.  LOVE IT!  You know what makes them love it even more?  An invitation.  Go to Champions on 4th and talk to Jason the bartender.  He’ll tell you where the best BBQ in the state is (hint:  it’s Salt Lick).

4. Share A Table Space is limited.  Everywhere.  No one cares if you invite yourself to sit down, and if you’re polite, and friendly, and cool, and not a “heavy typer” that makes the whole table shake, don’t hesitate to ask for a seat.  It’s a great way to meet people- I had the best conversation of the conference  that way (thanks, Mark!)

5. Say Please and Thanks I was at Gary Vaynerchuck’s presentation today (have a pretty funny story about that, actually- tune in tomorrow).  Here’s what Gary had to say, among other things: “I believe in the Thank You Economy.  You can’t scale caring.”  If you go out of your way to individually do something for the people around you, they’ll notice.  It’s not just fluff, no matter what you think of Gary -and he’s the most genuinely friendly and helpful speaker on the circuit, BTW.  It works.

You’re small town self deserves to share ideas as much as anyone else at SXSW.  But you have to make sure to speak up to be heard.  Because everything’s bigger in Texas.

What Makes A Good Customer?

Thursday, March 11th, 2010
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In a word: Fit.

Businesses used to go for low margins and high volume, which meant anyone fit the model.  It made sense for business to appeal to the widest number of people it could.

Customers aren’t like they were.  The crowds that used to line up to buy are now overloaded with the number of choices they have.  There’s no way you can undersell the internet.

So why try?  It makes more sense to charge for originality. And that’s where customer fit plays such a crucial roll.

If you’re paying attention to your entire online presence, you can tell who’s responding to you and who’s not.  Take a look at your posts.  Are more people reading about vacations than about adventure?  Those are the people who want a good fit.

When the big kid on the block starts to take over your market, you can try to compete.  But what if you don’t?  There are lots and lots of people out there that don’t want to play with the big kid.  They want a company that will hand deliver, that will call them by name.  They want to find the business that fits.

On reason people want fit is because it’s just as easy to find a quality experience as it is to find a low priced experience.  The lowest price tour is a click away.  But so is a list of customer reviews.  Read some reviews, find a product that fits, and you know what happens next.  They buy.

And still, fit is at a premium.  People that make products that fit can charge more than the ones that try to sell to everyone.  Everyone is cheap.  The people who want a good fit will pay for it.

It pays to find customers that fit.

What are your thoughts?  Exceptions?