Posts Tagged 'seth godin'

20 social media predictions for 2010 that might actually happen

I’ve been asked a number of times already to provide some predictions for 2010 in the social media space. What I find interesting is that oftentimes we haven’t followed through on the predictions from the last 3-5 years, so I thought, “let’s put a list together in which the predictions have a better than 50% chance of happening”. So here goes.

1) Facebook will change their privacy settings again. This would appear to be a lock.

2) A large public company will misstep in its usage of social media and the social media community will use it as an example along with Motrin and Dominos and nothing else.  Again, another lock.

3) Google will create a social app that creates a lot of buzz on Twitter and then it will slowly fade away. Think Side-Wiki and Google Wave.

4) Seth Godin will piss someone off with something he wrote or did that goes completely against the grain. There will be viral tweets about it, Seth will explain, tweak, and everyone moves on.

5) Someone will create a customer complaint video that will go viral-again. The company either reacts quickly and they’re applauded for their swift action or they don’t and they’re hung out to dry by a social media flash mob.

6) A large social media darling start-up will be acquired, and dozens more will fail and dozens more will be created.

7) Twitter will continue to evolve into a self-promotional vehicle. In the beginning it was all about the convo, then it morphed into echo, and now it’s all about the promo.

8. Another 5000 apps will be created for the i-phone. No Brainer here right?

9) Brands will continue to say that they are social, but it will be in name only.  Why? Because they still don’t know what they’re doing and are afraid to admit it.

10) 40 hours of video will be uploaded to YouTube every 30 seconds.

11) Chris Brogan will be attacked again on someone’s blog for essentially doing absolutely nothing-again

12) You will see the consolidation of some large agencies into the mega-digital agency.

13) UGC will more and more be the driving force in online advertising since it costs nothing. Somewhere a light bulb will go on.

14) The FTC will continue to focus on paid bloggers and recommendation engines. This is not over.

15)  On Twitter, authority will continue to be defined by influence which will be inversely proportional to popularity

16) A Twitter business model will emerge and it may just be the model we all love to hate-advertising.

17) The argument around the ROI of social media will not end-nor will the incessant amount of blog posts surrounding it either.

18) Large scale social media aggregation projects will continue to pop up, with the thinking that “that” is what the people really want, it’s not.

19) Social media case studies will start to appear that are less accidental in their success, and more purposeful in strategy, implementation and measurement.

20) Taking umbrage with those that call themselves social media experts will continue.

21) What do you think is possible in 2010?

Hopefully you’ll see that some of these were created purely for fun and others I truly believe have a realistic chance of occurring. Only the next 12 months will tell. Happy Holidays everyone.

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Discontinuous change in social media marketing and marketing for 2009

In 2009 you have a choice  you can either do what you did in 2008 or you can look at 2009 as a chance to get it right. Everything is upside down, including the way we used to market to consumers and the way consumers used to listen to marketers.

If you’re relying on the way you “used to do things” then stop. If you think you have a robust social media marketing presence, because you have a lot of “friends” and “followers” then stop. Seth Godin likes to quote that this is the “imitation of turbulent activity” .You are in the echo chamber and your clients (if you have any) aren’t in there and chances are they not listening to you anyway. But you wouldn’t know that because of your personal social media involvement-and the fact you might have your self important blinders on.

You’re “moving for the sake of motion” as my friend Jason Breed over at Neighborhood America would say. And that will get you nowhere. We need you to change. You need to change and  you need to adapt now to even newer rules of marketing  that are evolving before our very eyes. Realize the current situation for what it is.

5 posts not about you and your social MEdia self

I’m so sick of reading about the bad.  Actually I blame it on Shel Israel and his morning Twitter report on the sorry state of things. But Shel is just reporting it, it’s not his fault. So I’ve got 5 items for you to do some thinking on.  See if you can figure out the theme here.

Scott Monty drives a point home that all social media people on the inside looking out need to know, It’s not about you!

David Armano explains why giving begets giving prompted by Chris Anderson

Seth Godin explains why spreading yourself too thin aint’ a good thing.

The Kolbe A™ Index/Instinct Test: IQ tests tell you what you can do. Personality tests tell you what you want to do… the Kolbe A™ Index measures what you WILL or WON’T do. Check it out.

The rise of social media has made us all influencers and with that responsibility comes the notion that you can make a difference as long as you continue to give and not take.

See what the theme is? Social media and conversations are really not about you and what your needs are, they are about the other person or the community as a whole that you are a part of. Do what you do with the other person in mind for a day and see what happens. or better yet instead of trying to be some person everywhere, try concentrating on being some one in one place.

7 sites to visit today.

 

I’m going to make it easy on you. Here are 7 things that were interesting to me and maybe you should read them in your spare time today or tomorrow.

Chris Kieff says that Seth Godin screwed up, I know it’s shocking isn’t it?

Adam Cohen thinks that there is a danger of communities becoming too diluted I think what he means is that social networks are becoming too water downed, too many choices perhaps? You decide.

Kami Huyse espouses that a course in basic human etiquette might be better than one in blogger relations, which I think we could all use since manners and etiquette have gone away quicker than you can text BRB.

Discover the real you here at Signal Patterns

Rohit Bhargava, freshly back from China, posts on an Insiders guide to marketing on Flickr, in detail.

Brian Solis with the second part of his three part series the socialization of your personal brand

Here is a rockin post by Geoff Livingston that you have to read, titled The Naturals

The trust factor in social media marketing

I don’t know how much I reference Seth Godin but I guess it’s for good reason. I like what he says about marketing, because he uses a ton of analogies and for me, thats a good thing. I need examples, real world or not, but I need colorful descriptive analogous ways for me to wrap my arms around complex ideas and simple ethereal notions.

With that being said, I was reading something over the weekend and was re-reading an old post by him in which he says the following:

 Worry about people with passion and people with lots of friends. You need both for ideas to spread.

I’ve been writing alot lately about social media experts and last week actually compiled a list of what social media is not and subsequently received a tremendous amount of answers, but essentially the underlying theme is this: if you were to couple the question of what social media is not with the experts that are the in the social media marketing space, what you and i are looking for is TRUST. Trust that what I’m hearing is legit. Trust that what I’m reading is applicable.  Trust that I can utilize social media to connect with my audience, my customers, and my users.  Trust that social media is not just a buzzword.  Trust that social media and it’s experts are not just caught up in the jetstream.

One of the other underlying themes of social media marketing, as a marketer, as someone dipping their toes in the proverbial waters of soaicl media, is how do you segment  what you are hearing, what you are reading and what who you are listening to?, How do you separate fact from fiction, How do you know? How do you know what you know,? How do you know they know? I know it sounds sort of like a comedy routine but…

I know that there are some companies out there that do it right but Im going to guess that for every company that does it right, there are 5 who say they can and never have, in their efforts to capitolize on the trend. But trust in any setting business or otherwise, determines the outcome of any engagement, it requires a tremndous leap of faith. Just like marriage. or any type of relationship for that matter.

So going forward, as you venture in, who do you trust/ and why should you trust them?  Does someone who has expert status warrant your trust?  It reminds me of the time where our company needed a Cisco engineer to come out and do some work for us. At the time, his rate might have been $150 an hour. The company said, they were sending out the very best they had, their heavy hitter… So we waited, and about an hour after he was supposed to show, in walks this guy- a bit disheveled, sunglasses on, mumbles that he’s from Cisco. He comes with nothing, no laptop, no pen, paper, nothing, knapsack. I repeate…nothing! Oh and he wreaks of alcohol… First impression? Not so good… But it gets better.

So the guy asks about 5 or 6 questions sits down at a terminal, works for under an hour, gets up and says,”You’re all set”, and leaves. WTF? Blink blink.. ala South Park. We’re screwed.

Bottom Line?  It was done perfectly. He was a heavy hitter, he did his thing and he did it well. Though outward impressions notwithstanding, this guy rocked the house.

The morals of the story are many.  Do you go with your gut, let them do their thing, and sit back and see what they produce? Perception is not always reality? Go with what people tell you and trust them?. Word of mouth, in this case was correct? Company hype was dead on? It’s ok to trust the disheveled engineer whos breath wreaks of alcohol? Cisco engineers rock?

Ok so you’re asking “So what are the parallels to social media marketing you ask?  Well, per Seths point, when deciding what to believe and not believe, in regards to social media you can go 2 ways. You can listen to the person who has a huge following and is passionate or you can listen to the person who talks the talk on their website but does not have much more than tha,t that can be substantiated.

Case in point, when reading about social media marketing on blog sites i would want to read someones blog who has been around no less than a year or longer and or someone who has a pretty solid base of followers and is passionate and or someone who might be on the agency side who ‘does” or “is” the social media marketing person at that agency and has chosen to blog about it.

Who would you trust?   Who would I trust?  That will be in part II

Your 4th of July Seth Godin, Jackie Huba, eating a meatball sundae marketing video

I love Jackie Huba’s blog, Church of the customer it’s always relevant and so…customer-centric. With that being said, you might enjoy the light fare that I’m throwing your way. have a good 4th of July.

Social media and customer service; a no brainer

I’ve been thinking about this for quite some time. I’ve read iterations from other notable bloggers and marketers but my questions are these. Where does social media make the best sense in say, a B2B setting? Or. for that matter, a B2C setting? Could it be customer service?  It’s funny to think that in 2008 that a novel concept could be communicating with the customer! Reaching out to the customer. Talking with the customer, listening to the customer  before, during and after the purchase.

Now don’t get me wrong there are plenty of companies out there that do a good job in maintaining a relationship with the customer but… But the problem is, the model that they are operating from is cut from the “old school” of marketing and customer service. It consists of 2-3 major direct mail campaigns per year, a decent if not underperforming customer service call center in which most customer issues are resolved amicably, and a website that takes orders and ships them on time etc. etc. You get the point. I’m sure you can think of at least a half a dozen companies like that. You see them everyday. You interact with them EVERY day. They do just enough to satisfy your expectation of customer service.

However, when a company reaches out to you or goes above and beyond your expectations, you raise an eyebrow. You’re surprised. Why? Because your expectations are so low that you expect NOTHING! and when you do get a friendly note, someone that speaks with you instead of at you, or the least bit of CSR love, you a) are surprised and b) become a customer for life and c) you tell your friends.

Lets do  a quick test. Think of 5 companies that suck. And perhaps they suck because you have heard that they do, which in an of itself is not good. Why? Because maybe they don’t, though chances are they do, but the viral reputation dictates that they must suck because so many have said so. Ok so quick, think of 5.

Most of the ones that come to mind for me are airlines. How about you? If you talk to Joseph Jaffe, he’ll go off on Delta But I would guess that most of you, if you fly with an frequency, will volunteer an airline. Ironically, I’m thinking that because our expectations are so lowered when we fly now, that when we do have a good experience, we think of that as a WIN.

But here’s what happened. If you’re fed bread and water for so long, you expect it. When they add an apple, you consider it a treat. But the reality is that you SHOULD be getting a balanced meal, but your expectations have been lowered so much, an APPLE is considered a score by the customer. How pathetic is that?  What’s worse is that customer service representatives throw us bones and we snap them up and thank them up and down and then we tell everyone about the great customer service we just received. Again, I say to you, how pathetic is that? I mean look at Seth Godin, he’s amazed at this small act of customer service.

Becky Carroll, who has a blog called Customers Rock wrote a post called Social Media Empowering Customer Service: Guest Blogger Brian Solis in which Brian Solis and Becky blog about social media empowering customerservice. That’s my point, it makes perfect sense for social media to be an extension of what customer service does FOR the customer. As new media marketers and observers, it’s up to us to explain to large companies and even small ones, that, here is a way to find out more about your customers instead of the usual demographic info.

Social media does empower customer service, if it’s used for that. But how many get that? How many examples can you, me and everyone else out there, think of? I think what’s more of a viable statment is: “Social media will eventually empower customer service and social media should empower customer service”. 


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Marc Meyer is a Digital and Social Media Strategist at DRMG. This is my personal blog where I share observations, thoughts and opinions that are all my own.

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