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Congrats Sean! Exciting times indeed, enjoy!
My latest conversation: Book Review: The Hidden Power of Your Customers
1 week, 2 days ago on I’ve Accepted a New Job with Sears
@belllindsay Introverts unite! Glad I am in good company with you and @yvettepistorio!
1 week, 5 days ago on Five Ways Introverts Make Great Community Managers
Whose Line in G&T? Awesome job @RebeccaTodd !
1 month, 1 week ago on Gin and Topics: Dedication Edition
@RebeccaTodd YES and as this thread proves, if you ignore the happy customer that's praising that could turn them INTO the squeaky wheel! Having customers that care enough to reach out to you (for good or bad) is a rare thing, and you should respond either way!
1 month, 1 week ago on Brands: Customers aren’t Your Social Media Mouthpieces
@dwaynealicie @MackCollier @KristenDaukas @belllindsay @dbvickery HA! I love that analogy, the praise could be like the hanging curve that you could easily deposit in the upper seats, yet you ignore that one and go ahead the slider (the complaint) which is much harder to hit.
Love it! Perfectly illustrates what you should be willing to engage those that are complimenting your business.
@dwfmarketer Hey thanks for the comment! Yes social media definitely enables WOM, and customers will share bad experiences. But if brands are responsive to customers, two things will happen:
1 - When the brand responds to the upset customer (assuming they address their problems and help them), then the chances are that the angry customer will be converted into a happy fan
2 - When the brands FANS see an angry customer, they will step in to help them and DEFEND the brand if they can!
Engaging customers pays, whether they are happy or upset.
@KristenDaukas Hi Kristen, this happens a LOT, and I agree it's very frustrating. I think a lot of brands have the attitude that if someone is promoting them, then leave them alone. But they can't see that to your point, if they ENGAGE you and say THANK YOU, it just encourages you to promote them MORE!
Then again some brands are just lazy/insensitive and simply don't care. These brands tend to get what they deserve :)
@belllindsay Exactly, your customers (esp fans) have a direct connection to other customers! Why in the world would you NOT leverage that as an opportunity to learn more about your customers and to improve how you market to them?
@AmyMccTobin Exactly, we don't need to monitor our customers, we need to UNDERSTAND them. That takes effort, but it's worth it, IMO.
Congrats on four years! Here's to 4 more, and see you Sunday for #blogchat ;)
1 month, 3 weeks ago on 4 Things I’ve Learned in 4 Years on Twitter
@audaciouslady @MackCollier BTW another thing that would help you is in the book I talk about how to determine the 'identity' of your fans. That's a fascinating topic that could probably be its own book. But I give you some advice on how to determine WHY your fans like your brand. What is it that draws them to you? When you have determined this, then connecting with them becomes much easier.
1 month, 4 weeks ago on Reviewing like a rock star – Mack Collier’s Think Like a Rockstar
@audaciouslady @MackCollier I think so, but I am biased ;) As I told James I aimed the book at primarily larger brands but the advice, especially in the first half of the book, is geared toward any company that has NOT started connecting with the fans. So it starts at Step One and moves you forward from that point. It builds on each step as you move through the book as well, what was discussed in Chapter 3 is build on in Chapter 4, etc.
Hey James, thanks for the review of Think Like a Rock Star, glad you enjoyed it! As for the confusion over the intended audience, I'm sorry for that. All of the case studies involve larger brands, and much of the content in the final 5 chapters are geared toward larger brands that have more resources that can develop things like a brand ambassador program, etc. Brand marketers and CMOs for larger companies are the primary audience because 1 - I think they need the most help :) and 2 - I think they have more resources to implement the programs and initiatives I talk about in the book. Smaller businesses and companies can definitely benefit from the book, and I tried to structure the majority of the advice so that it could be scaled based on the company's resources and customer base.
As for the workbook, that's a good idea and I've begun thinking on those same lines, thanks for the tip!
Thanks again for reading Think Like a Rock Star and taking the time for such a thoughtful review!
@rdopping Yep, agree on all your points. I think the fans probably loved it, but I'm also not blind to the fact that Amanda probably knew she didn't HAVE to pay the musicians, if she didn't want to.
2 months, 4 weeks ago on Why Amanda Palmer is a Better Marketer than Your Brand
GREAT choice for #FollowFriday. Happy early Birthday to @djwaldow , he's a super-nice guy and he's a pretty darned good speaker too, isn't he @ginidietrich ?
2 months, 4 weeks ago on #FollowFriday: DJ Waldow
@dwaynealicie That's the key, less interruption. Less of a disconnect between the brand sending the marketing message, and its intended audience.
More efficient marketing for the brand (which lowers cost), higher satisfaction for the customer, because the marketing had more value for us.
Make it so! ;)
@AmyMccTobin @belllindsay It's really interesting when you consider that talent alone won't make you rich and famous in many cases. But a little less talent and a little more marketing chops can make you a LOT of money!
But here's a question I have: You can look at successful artists like Beyounce and Kelly Clarkson and Lady Gaga, if you actually listen to their songs, many of them are not exactly the most amazing lyrical creations ;) But is that a result of these artists being 'less talented', or smart enough to create a product (a song) that will sell to the masses?
There are no doubt thousands of unbelievable songwriters that will spend their lives playing in local bars simply because they will never get noticed, and a big reason why they will never get noticed is because while they are amazing artists, they are terrible marketers. I think there definitely needs to be a balance, in many cases.
@belllindsay @rdopping @RebeccaTodd Exactly. I've happily spoken for free on Think Like a Rock Star in the past because it's an idea I am so passionate about. But Lindsay to your point, some of the musicians might have been willing to perform for free for the exposure, and to be able to say they performed with Amanda Palmer.
Or think about this: What if Amanda offers a musician the chance to play for free (and in the process she does so cause she knows she doesn't have to pay, that someone will do it for free). And a drummer takes advantage of it, and plays for free. Then as soon as they are done, the drummer asks Amanda if he can take a picture with her, then asks her on the spot for an endorsement of him. She'd probably say yes, then the drummer goes and posts the picture and endorsement on his site and uses that to get paying gigs! If we would fault Amanda for not offering to pay these musicians, would we also fault the drummer for playing for free, then leveraging it to get paying gigs? Probably not.
As you said, sometimes doing something for free is worth it if it opens doors to get you something else you want as well.
@ginidietrich Would love that, thanks!
@dwaynealicie I get excited too, obviously ;) I think these rock stars are simply using role-reversal, they are treating their fans as if THEY were the rock stars!
Now what's really interesting to me is, what would marketing in general look like if most brands adopted the same strategy? A few years ago I worked with Dell to put on a special event for some of its biggest fans. They got to spend the day at Dell's HQ in Austin, they got to see all the new projects and products that Dell was creating. Then after lunch they were all told to go into a small meeting room. In walks Micheal Dell! Michael sits down and chats with them for about 15 minutes, and at one point I just looked around the room at these customers, they were mesmerized by Michael and you could tell they were thrilled that they were even in the same room with him. Your average Dell customer could care less, but these guys were some of Dell's biggest fans, an it was a complete thrill for them.
That's what I want to see more brands doing, embracing and delighting their biggest fans. It makes complete business sense as there has been study after study done that proves that fans spend more AND refer more business to the brand.
If most brands stopped creating marketing messages designed to attract the attention of people that don't care about them, and instead created marketing that was designed to connect with the people that LOVE the brand, how different would the world of marketing look? I think it's a question worth pursuing the answer to.