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Marketing Roadmaps

Susan Getgood

From the “Duh” Files

March 1, 2007 by Susan Getgood

I’ve been pulling together my notes for next week’s New Comm Forum panel on viral marketing and ran into an item on MarketingVOX that just has me scratching my head.

Now, admittedly, I have a bit of a cold today so perhaps I am unusually cranky but I can’t quite figure out what the breaking news is in  Social Media Marketing Works Better When It’s Focused, which reports on a blog post by social media marketer advising folks to target their efforts. I don’t have a major problem with the original post, which seems to be a legitimate effort to introduce the basic marketing principle of targeting to a blog readership. I’m just sitting here wondering how someone at MarketingVOX actually thought the idea of targeting was something new….

It’s Marketing 101 level stuff. Would the headline still be news if you dropped the "social media" part (the toolset part) and wrote "Marketing Works Better When it’s Focused?" Right….

I am continually amazed how many folks just don’t seem to understand the same basic marketing principles apply whether you are using social media tools like YouTube and MySpace or the "old stuff" like advertising and direct mail.

Who is our audience, and what is the best way to reach them? How can we target, or narrow, the message, to a specific segment of people so it will have more emotional resonance for them, thus be more likely to lead to purchase. Even when we have a product with broad appeal, every marketer knows (or should know) that the more you can tailor each message to a segment, the more likely you are to succeed.  Your basic value may be the same, but the reason someone is attracted to it might be different. The more you can leverage these differences into uniquely targeted campaigns, the easier it will be for the prospective buyer to understand WIIFM (what’s in it for me).

Scattershot marketing has NEVER worked very well. Why would social media be any different??

Tags: marketing 101, social media marketing, MarketingVOX

Filed Under: Blogging, Marketing

The Jet Blues and Social Media

February 22, 2007 by Susan Getgood

The media — new and old — have been all over the JetBlue story for the last week, so I won’t rehash it all here. Short story: bad snowstorm in Northeast, JetBlue stunningly fails to meet passenger expectations, but does a pretty decent job of actually apologizing afterwards (how refreshing is that), including a YouTube video by founder and CEO David Neeleman, a JetBlue Customer Bill of Rights, emails to customers and frequent fliers (I got one) and full page apologies in the newspapers.

Commentary: Shel Holtz, Todd Defren, BL Ochman, Mack Collier, Tom Biro, Chip Griffin, Peter Himler, JetBlue on Technorati.

I’ll join with my pr and marketing colleagues in giving props to the company for effectively using social media in its crisis communications.

Marketing diva Toby Bloomberg asks the follow-on question: if JetBlue had had a social media marketing strategy before the crisis, would it have made a difference? My opinion: it might have alleviated some of the frustration had there been additional channels of communication for stranded passengers, like an RSS feed with information on cancelled flights, but the flaws in the JetBlue infrastructure that caused the situation would not have been fixed with better communication about them.

What really makes a difference isn’t the media we use. It is the "social" part — caring about your customers, delivering on the promises you make, and when you fall down, for whatever reason, doing what it takes to make it right. 

Sure, social media — blogs, YouTube, email and so forth — help us respond and communicate faster. But one of the best examples of crisis communications of all time happened well before the Internet  – Johnson & Johnson and the Tylenol scare in 1982.

J&J sincerely cared about its customers. It stepped up and did all the right things.  Which is why confidence in the product, and market share, rebounded pretty quickly.

To its credit, JetBlue seems to understand this. Neeleman was clearly sincere in his promise to never let this happen again, and because the airline DOES have a pretty good reputation, by and large we believe him. He’s also putting his money where his mouth is; costs to reimburse affected passengers and prevent future problems will run the airline $20-30 million.

Of course, it is not what you say or how you say it.  It’s what you do.

Customers don’t want empty promises. They want to see the company live up to them. JetBlue has done a decent job in responding to this crisis, and gets full credit for using all the media tools available to it. Now, we’ll be watching to see if it follows through. My bet is that it will.

Tags: JetBlue, social media,  David Neeleman, crisis management

Filed Under: PR

This and that, and Battlestar Galactica too

February 16, 2007 by Susan Getgood

Okay, folks, it is 9pm on a Friday of an amazingly busy week. Here’s some random stuff I’ve been thinking about.

Mary Schmidt has been on fire lately. Do yourself a favor and check out her blog if you haven’t already. One topic she covered this week was Blog or Website or both . Lately, I have been recommending that small businesses use blog development platforms like WordPress for their Web sites, as it lets them have a simple Web site with the option/flexibility of easily adding a blog to the site.

Meankids.org. Hhhm. I sense the fine hand of Chris Locke, once again (remember Kat Herding), and being a bit of a Rage Boy fan girl, I am enjoying the  irreverence. I can’t help it, folks. The language is profane, the subject matter often gross, but I love it when someone sticks pins in folks who take themselves way too frakking seriously.

Speaking of frakking, Battlestar Galactica got renewed.

Amen.

So say we all. 

Tags: mary schmidt, meankids, chris locke, rage boy, battlestar galactica

Filed Under: Blogging, Marketing

New Comm Forum and BlogHer

February 14, 2007 by Susan Getgood

As I’ve mentioned, I am speaking at New Communications Forum and BlogHer Business next month. Both conferences encourage their speakers to share discount codes for the conference with friends and colleagues.

New Comm Forum, March 7-9, Venetian Hotel, Las Vegas.

$200 discount. Use code 612SHN. Register at  www.newcommforum.com

BlogHer Business, March 22-23, Affinia Hotel, New York City

$100 discount off the $699 registration fee  for the full 2-day conference. Use code BHBAC-DSC. Register at  http://www.acteva.com/go/blogher

Hope to see you at one or both conferences!

Tags: BlogHer Business, New Communications Forum

Filed Under: Marketing

Reva Watches Westminster

February 14, 2007 by Susan Getgood

Reva (Ch. Blueberry’s Best Served Cold) watches the Terrier Group.

Tags: scottish terrier, Westminster

Filed Under: Douglas/Dogs

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