Monday Mornings with Madison

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Spring Cleaning Your Marketing – part 2

In every company, there comes a time when you need to ‘clean house.’ Sometimes that house-cleaning is done in personnel to dispose of unproductive or disruptive employees. Sometimes that house-cleaning is done to the physical office to reorganize, make better use of space and eliminate clutter. And sometimes that house-cleaning is done to a particular department’s work to maximize efficiency, increase creativity and catch mistakes. For marketing, that type of ‘cleaning’ is essential to ensure that the company’s strategy, messaging and branding are tightly aligned and working in tandem.

Last week, we reviewed three areas of marketing — collateral, promotional items and trade show materials — that often can benefit from a little Spring cleaning. This week, we will look at three more areas of marketing that often could use a little sprucing up and dusting off: websites, PR and advertising. While these areas of marketing primarily don’t exist in the physical world – as there is no marketing closet that houses your websites and most PR and advertising efforts today begin and end in the digital world – they can still benefit from a little virtual cleaning…. Some proofing, editing, updating and organization. Continue reading

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Spring Cleaning Your Marketing

Part 1: Collateral, Promotional Items, and Trade Show Materials

With record high temperatures sweeping the nation in April, it’s clear that Spring has arrived. It’s time to put away the coats and boots, roll up the sleeves and do a little spring cleaning. After you’ve cleared the cobwebs in the basement or attic and cleaned out the closets and pantry, you should also do a little Spring cleaning at work. A good place to start is tidying up your marketing. Depending on how long it’s been since you did this last, it may take only a day or as much as a week… or for some poor souls who’ve put this off a long time, it may even take a month. However, whatever the investment of time, it is well worth the effort.

Just like when you clean the windows of your home, wiping away the winter grime so you can let the sun pour in, Spring cleaning your marketing will allow you to see your business more clearly. This will then allow you to focus on what is needed and what will generate the biggest return for the investment. Here are six areas that could use a little spring cleaning: collateral materials; premiums; trade show booths; websites; PR and advertising. This week, we’ll look at the first three. Continue reading

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What Makes A Video Go Viral? – Part 2

Last week, we looked at the psychological drivers and emotional triggers that can cause a video to ‘go viral.’ Specifically, we looked at Kony 2012, a video that had been viewed nearly 80 million times, shared 8+ million times and generated 650,000+ comments (at the time of the writing of the article nearly 10 days ago). In addition to being #1 on the video viral chart for the last two weeks, the same video with Spanish subtitles is also ranked #11 on the Video Viral Chart.

What was interesting about the Kony 2012 video was that it wasn’t selling a product or service. The video’s goal was to raise global awareness about Joseph Kony (who has been indicted by the International Court of Justice for crimes against humanity… particularly against children) and lead to his capture. In that regard, the Kony video was a call to action. From a purely marketing perspective, the video’s message was successful in generating strong emotional responses from viewers, educating viewers on a little-known topic, and aligning itself with a cause to which most people could easily identify and support. These are considered some of the key psychological drivers that cause a video to be widely shared.

One may wonder, though, if brand-generated videos (such as a webisode or a commercial) could possibly generate such strong emotional responses as the Kony 2012 video did. The simple answer is yes. Even brand-generated videos can and do ‘go viral.’ But it doesn’t happen automatically. There are factors that spur the viral effect. Read more to understand why some videos go viral. Continue reading

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What Makes A Video Go Viral?- Part 1

Arguably the biggest challenge that businesses face today is for their brand to be ‘known’ — seen and heard – by clients and potential clients despite the onslaught of marketing noise bombarding our eyes and ears from all directions. Newspapers. Magazines. Television. Radio. Social media websites. Emails. Blogs. Even if someone tries to ‘turn off’ the noise and disconnect from telecommunications, it would still be impossible in the industrialized world to completely avoid marketing messaging. Billboards. Bus benches. Street signs. Unsolicited circulars (a/k/a junk mail). Marketing is everywhere. The challenge for any businesses, then, is to cut through the clatter so that potential customers can receive their specific message.

Yet, some messages are being delivered to millions of people with little cost or effort. That is what happens when a video ‘goes viral’. Case in point. One 30-minute video posted on March 5, 2012, just 13 days ago, has been viewed 77,384, 697. That same video has also been shared on Facebook 8,012,263. Since the average FB user has 120 confirmed friend connections, that means that potentially, in time, 961,471,560 people may end up viewing that video. (Note: Studies also show that people will remain watching a video three times longer when it has been shared by a friend, as opposed to finding it online themselves.) Additionally, that video has been posted on 7,472 blogs and has had 643,616 people post comments about it. Indeed, that video is currently the #1 video online, according to the Video Viral Chart. What causes a video to ‘go viral’ (marketing-speak meaning to spread like a virus)? Opinions abound. But new research provides some real insight on what causes a video to ‘go viral.’ Read on to learn more. Continue reading

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Impatience

They say patience is a virtue. Yet, in today’s fast-paced world, impatience may also be a virtue. Impatience has led to many innovations. Once upon a time, the U.S. Postal System was considered one of the most efficient in the world. First class mail could be sent across the country in just 2-3 days. But impatience led people to develop and adopt email as a much faster form of written communication. First class mail, now dubbed snail mail, was relegated to greeting cards and hard copies of official documents. This impatience to work faster has also led to other innovations such as the fax machine, document scanner and software that allow documents to be uploaded FTP sites. The entire industry of overnight package delivery is another child of impatience. And, with each step business takes to do things faster, society’s patience grows shorter and actually encourages even more impatience.

What about when it comes to people? If patience is a virtue, can impatience also be a virtue? Yes. Impatience is not only a force that drives advancement in science and business, but it can even improve certain social situations. The trick is to recognize when a situation would benefit from either impatience or patience, and apply the correct force accordingly. The goal is not to allow human nature to simply select one or the other at will or at random. When and how can impatience be harnessed and when is it best not to be impatient? Continue reading

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Competition: The Best Medicine

Ask most any business owner or manager about their competition and they are likely to spout off a litany of criticism and complaints about ‘those other companies’ and probably particular rant about one rival in particular. Entrepreneurs who take the high road and conduct themselves with dignity may not tell customers what they really think of their competition, but you can bet that privately they can list every shortcoming of their fiercest competitor. In fact, in certain industries – where the fight for market share or even survival is most fierce — C-O-M-P-E-T-I-T-I-O-N is the longest four-letter word in the English language. Just ask anyone who works at Mac about IBM. Lays Potato Chips vs. Doritos. Harvard vs. Yale. Coke vs. Pepsi. They don’t call it “the cola wars” for nothing.

Most organizations think of competition as the unavoidable and most unfortunate evil of doing business. There probably isn’t a business leader alive who hasn’t thought, at least once, ‘If only my product or service was the only game in town.’ The thought is that doing business would be paradise were it not for competition… or a particular competitor. After all, while competition may be great for customers – offering choice and driving down price — it is really nothing but a pain for business owners. Right? Wrong. The truth is that competition is the best thing for any business. Continue reading

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Something Old; Something New; Something Borrowed… and Now Something True Blue

For the last two weeks, we took an old English rhyme “Something Old, Something New, Something Borrowed, Something Blue, And A Sixpence in your Shoe.” and applied it business. We started by examining the old – but valuable – marketing strategy of PR to promote brand continuity and investigated a new, related marketing trend called Brand Journalism that is helping customers connect to businesses in a new way. Then we borrowed the strategy of Corporate Giving as a way to help businesses connect with and engage consumers.

However, sometimes the smartest thing a business can do is go back to the basics. Despite the many changes in technology, communications, and marketing over the last 25 years, the fundamentals of running a sound business remain unchanged. This week, we’ll look at some ‘true blue’ business practices essential to any organization. These ten strategies are a must for long-term business success. Continue reading

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After Something Old and Something New…. Something Borrowed

Part 2 – Borrowing the Successful Business Strategy of Corporate Giving

The old English rhyme “Something Old, Something New, Something Borrowed, Something Blue, And A Sixpence in your Shoe.” was told to brides on their wedding day. With a look toward 2012, we tried to apply this wedding lore to a bright business future. We started last week by examining an old – but valuable – marketing strategy to promote brand continuity and investigated a new, related marketing trend that is helping customers connect to the business brand in a new way.

This week, we’ll look at ‘something borrowed’, symbolic of happiness borrowed from a new family. We’ll borrow a wise business strategy – that of corporate giving – as a way to connect with the community, engage consumers and stand apart from the competition. It is a strategy that has proven profitable for many companies, large and small… and even for one savvy start-up. Continue reading

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One Thing: Every Business Should Find Theirs

Customer service is a topic that eventually finds its way into practically every dialogue about business at one point or another. Business school professors expound on the importance of it. Writers of blogs, columns and broadcasts wax poetic about it. Executives ponder over how to improve it. Customers complain when they don’t get it. It is a quintessential concern of any good business. It is also the failing of many businesses, new and old. Good customer service, it seems, is a moving target that many businesses fail to hit at one point or another. Tales of consistently great customer service are almost as unbelievable as stories about the Tooth Fairy, leaving many to wonder if being able to provide great customer service consistently is really only a fairytale.

Why is it so hard to deliver great customer service consistently? The reason is because customer service is actually much more than the exchange that happens between a customer and the business right at the point of sale. Customer service is inherently a part of every interaction between the customer and the brand from initial interaction until well after the sale is completed and the product or service is delivered. Customer service is part and parcel of the product or service, not just the interactions between customer and company. It is the responsibility of every employee in every department, from research and development to marketing and from manufacturing or operations to accounting.

One needn’t look very hard to find examples in the media of customer service gone terribly awry. But there are many organizations that do have a handle on good customer service. They have identified the one thing that matters most and focused on getting that single thing right. Continue reading

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DOES CUSTOMER RESPONSE TIME MATTER?

Customers do not like to wait. The golden rule in business is that customers should be helped right away. We’re not talking about a manufacturer making a customer wait for the release of a new product or model… which can actually increase brand value by creating excitement and buzz. Instead, we are referring to the time a customer actually waits to be assisted with whatever they need from the business. At an office, a client that is made to wait more than 10 minutes for a scheduled appointment will be irate. At a store, a customer who sees a long line to pay might drop their purchases and leave. At a restaurant, a waiter is expected to welcome patrons within a few minutes of being seated.

Timeliness is directly related to customer satisfaction and customer repeat business. Wait time has an effect on customers that is similar to the effect of price. In fact, many economists view wait time as a form of price. Customers are aware of the price demanded in both money and time and adjust their behavior accordingly.

Clearly, response time matters when servicing a customer in person, but what about on the World Wide Web? Does a company’s response time online matter? For example, does the speed in which a company replies to a customer’s inquiry or request online (speed-to-call rate) really impact whether the ‘lead’ converts to a sale? If you answered yes, you’re absolutely right. However, the extent to which response time impacts online lead conversation may be surprising. Continue reading

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